How Skillset Priorities Affect Call Routing - Nortel Express User Manual

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How skillset priorities affect call routing

Introduction
This section describes skillset priorities, and gives examples of how skillset
priorities affect call routing. This section uses a fictional call center, BestAir
Airlines, to provide examples of how calls are routed in different situations.
Skillset priorities
When you configure call routing, you can set a priority level of 1 to 3 (1 being
the highest) for each CLID, DNIS, and CDN in your call center. For example,
you may queue calls to a specialized skillset, such as European Vacations, with a
priority of 1, and also queue the same calls to a General Sales skillset,
configured as an overflow skillset, with a priority of 3.
Symposium Express Call Center first queues calls to the European Vacations
skillset. If the first overflow timer expires, then the call is queued to the
overflow skillset, General Sales.
For more information about setting call overflow treatments, see "Configuring
call treatments" on page 141.
For more information about assigning priority levels to skillsets, see
"Configuring call routing" on page 166.
Skillset priority and agents
Agents have priorities within skillsets. The skillset priority determines which
call is presented to an agent first. If calls are queued for two or more of the
skillsets to which an agent belongs, and there are other agents available to take
the calls, then the system checks the skillset priority for the agent to determine
which call to present first. If there is only one agent idle, the highest priority call
will be presented, regardless of the agent's skillset priorities.
Similarly, if there are two agents available who belong to the same skillset,
incoming calls are queued to the agent with the higher priority for that skillset.
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Standard 2.0
Symposium Express Call Center