Nortel Express User Manual page 169

March 2005
6 In the Incoming call priority list, click the intersection point of the DN
number and the skillset, and select a priority level.
Note: You have a choice of routing a call to one of six priorities. Three are
high priority and three are low priority (overflow). The high priorities are
denoted as 1, 2, and 3. 1 is the highest priority. The low priorities are
denoted as 1, 2, and 3 with arrows next to them. You must have at least one
high-priority skillset for each CLID, DNIS, and CDN. You can view only one
routing type (CLID, DNIS, or CDN) in the list at a time.
You can configure a maximum of 20 skillsets for each CLID, DNIS, and
CDN.
7 Enter the global call ceiling.
Note: The global ceiling threshold is the number of active calls in the entire
call center. For a direct call into the call center, if this threshold is reached or
exceeded, the call is given a busy tone and then 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, if this
threshold is exceeded, 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.
8 Click Apply to put your changes into effect.
9 Click Print call routing matrix for a hard copy of your call routing
configuration.
CLID wildcard and placeholder usage
The following two types of free-format expression in CLID digit strings are
available:
wildcard—a single character that represents a variable-length digit string
!
(the symbol @ is used)
placeholder—a single character that represents a single-digit position (the
!
symbol ? is used)
Call Center Management Guide
Configuring call treatments and call routing
169