Nortel Express User Manual page 168

Configuring call treatments and call routing
IF
you select DNIS Routing
you select CDN Routing
4 Select the appropriate call treatment for each CLID, DNIS, or CDN number.
5 Enter a call ceiling for each CDN, CLID, or DNIS.
Note: When the number of direct calls coming in to an individual CLID,
DNIS, or CDN reaches its respective ceiling, the call is given a busy tone
and is disconnected. (The caller is not charged for the call.) For calls
transferred in to the call center, either manually, by a transfer treatment, or
by a front-ending system, the call receives one of the following treatments,
depending on how the second overflow was configured in the call
treatment:
busy announcement followed by a disconnect
!
transfer to a DN
!
For these calls, the caller is charged as a result of the front-ending system.
Example: A call center manager may decide that CDN 2222 should have a
ceiling of 10, because CDN 2222 is routed to the French skillset and the call
center only has two people in that skillset at any one time.
168
THEN
click Add phone number, and enter a
DNIS number. The number appears in the
DN column of the Incoming call priority list
at the bottom of the window.
CDNs that are acquired from the switch
may automatically be in the left-hand DN
column. This only occurs the first time you
run the Call Routing Wizard. You must
add and delete CDNs manually from then
on.
To add a new CDN
a. Click Add phone number.
b. Enter the CDN number and the CDN
script name.
Result: The number appears in the DN
column.
Note: The name must not include any of
the reserved words shown in Appendix C,
"Reserved words list."
Symposium Express Call Center
Standard 2.0