Adding Call Treatments - Nortel Express User Manual

Configuring call treatments and call routing

Adding call treatments

When to use
Follow the procedure in this section to configure the treatments that calls receive
when they enter the call center.
Note: When you click Finish on the final Call Treatment screen, your changes
take effect immediately for new calls entering the call center. Calls already in the
queue receive treatments according to the previous settings.
What you need
Before you begin, make sure that you have the following information:
your call center's hours of operation
!
the holidays on which the call center is closed and how calls are routed
!
during this period
how calls should be handled when the call center is busy
!
available call treatments (ringback, music, or announcements)
!
Limitations
You can create up to 32 call treatments.
Before you begin
Before you create call treatments and configure call routing, you must ensure the
following:
The switch is installed and configured.
!
The Symposium Express Call Center server and client software are
!
installed.
CallPilot, Meridian Mail, or MIRAN is installed and configured (optional).
!
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Standard 2.0
Symposium Express Call Center