Nortel Express User Manual page 167

March 2005
2 Click Yes to continue.
Result: The Call Routing dialog box appears.
Tip: If you want to route certain calls to a specific agent, then create a
skillset for that agent only.
3 Indicate how to route incoming calls.
IF
you select CLID Routing
Call Center Management Guide
Configuring call treatments and call routing
THEN
click Add phone number, and enter the
CLID number. The number appears in the
DN column of the Incoming call priority list
at the bottom of the window.
You can use wildcards to provide similar
treatment to certain types of calls entering
your call center. For example, you may
want to route all calls entering from
Ireland to a specific skillset.
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