Nortel Express User Manual page 148

Configuring call treatments and call routing
10 For First Overflow Treatment, choose how you want to trigger the first
overflow.
IF you want to trigger the
first overflow based on
the amount of time calls have
waited in the queue
148
THEN
a. check Calls will be overflowed to the low
priority skillset after:
b. indicate the amount of time after which
calls should be queued to a lower priority, or
backup, skillset.
Note: You select lower priority skillsets
when you configure call routing. For more
information, see step 6 in "To configure how
calls are routed to skillsets" on page 166.
Symposium Express Call Center
Standard 2.0