Configuring Call Routing - Nortel Express User Manual

Configuring call treatments and call routing

Configuring call routing

Introduction
Follow the procedure in this section to configure how calls are routed to
skillsets.
Note: When you click Apply on the Call Routing window, new calls to the
switch are immediately directed according to the settings just entered. Calls that
are already in the queue receive treatments according to the previous settings.
Before you begin
Before you configure call routing, you must ensure the following:
The Symposium Express Call Center database is updated with switch
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information, and the switch resources are acquired using the Import wizard.
For more information, contact your distributor.
Skillsets are created. See Chapter 4, "Configuring skillsets."
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Call treatments are created. See Section A: "Configuring call treatments"
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on page 141.
What you need
You need to know how calls are routed to skillsets and how they are prioritized
(by CLID, DNIS, CDN, or a combination of these numbers).
Note: If Symposium Express Call Center does not successfully route the call,
then the switch takes control of the call.
To configure how calls are routed to skillsets
1 In the Administration window, from the Call Administration drop-down
menu, choose Call Routing.
Result: A message appears, warning that your changes will take effect
immediately.
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Standard 2.0
Symposium Express Call Center