Nortel Express User Manual page 149

March 2005
IF you want to trigger the
first overflow based on
the number of calls in the
queue
11 Do the following if you want to configure a second overflow treatment:
a. Ensure that Second Overflow Treatment On/Off is checked.
b. If you want to trigger the second overflow treatment based on the time
c. If you want to trigger the second overflow treatment based on the
d. Choose the type of treatment the call receives at this point.
12 Click Next.
Result: The Voice Services/MMail Segments/CallPilot dialog box appears.
Call Center Management Guide
the call has been waiting in the queue, check the seconds button, and
then enter the amount of time.
number of calls in the queue, check the calls button, and then enter the
number of calls.
IF you want to
route the call to a DN
play a busy announcement
Configuring call treatments and call routing
THEN
a. check Calls will be overflowed to the low
priority skillset if call count >.
b. indicate the maximum number of calls
that can be in the queue before calls should
be queued to a lower priority, or backup,
skillset.
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.
b. then choose whether you want the
caller to remain in queue or to be
disconnected.
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