Nortel Express User Manual page 164

Configuring call treatments and call routing
To help plan call routing, you can create a flowchart or an illustration to outline
the intended path the call will follow once it enters Symposium Express Call
Center. A flowchart helps you to visualize the path, and allows you to determine
when to give treatments to the call and when you can collect data for reporting
purposes.
Identify the available resources
Symposium Express Call Center includes many resources that you can use to
control what happens to a call once it enters the call center. Knowledge of these
resources and how they work together helps you to design the path that calls
follow. Before you configure call routing, you must be familiar with the
following resources:
CDNs
!
RAN routes
!
music routes
!
skillsets
!
number of agents in each skillset
!
call center working hours and holidays
!
IVR queues
!
call treatments
!
CLIDs and DNISs
!
announcements
!
Chart the call routing process
The following diagram shows how you may configure call routing for your call
center:
Notes:
1. An "emergency" is when either of the following situations occurs:
All agents are logged off during business hours.
!
The call center administrator presses the Emergency button in the
!
Administration window.
164
Standard 2.0
Symposium Express Call Center