Nortel Express User Manual page 147

March 2005
IF
you select Route calls to this
skillset
you select Play an out of
hours announcement
8 To configure a treatment for calls when the call center is open but there are
no agents logged on to the assigned skillsets, ensure that you select an
option in the Skillset Out of Service Treatment box.
IF you want to
route the call to a DN
play a busy announcement
9 Click Next.
Result: The Overflow Configuration window appears.
Call Center Management Guide
Configuring call treatments and call routing
THEN
select a skillset in the list of skillsets shown
in the box.
enter the route for the out-of-hours
announcement in step 17 of this procedure.
If you use CallPilot or Meridian Mail, then
this announcement can direct the caller to a
mailbox or other voice menus.
THEN
a. check Route calls to this number.
b. enter the DN in the box to the right.
a. check Play an unable to handle call
announcement.
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