Call Priority - Nortel Express User Manual

March 2005
For more information about agent to skillset assignments, see "Configuring
agent to skillset assignments" on page 90.
Example: BestAir Airlines
The following section describes how the example call center of BestAir Airlines
is set up.
Types of calls
BestAir Airlines handles the following three types of calls:
Vacations
!
Corporate Sales
!
Customer Service
!
There is a skillset for each call type, and a fourth skillset handles general
inquiries.
DNIS numbers
Callers dial different 1-800 numbers, or DNISs, to reach BestAir Airlines. The
numbers that customers dial are
123REST (for vacations)
!
123WORK (for Corporate Sales)
!
123HELP (for Customer Service)
!

Call priority

The following table shows how BestAir Airlines' call routing is set up:
DNIS
123REST
123WORK
123HELP
Call Center Management Guide
Skillset priorities
Corporate
Vacations Sales
1
1
1
Customer General
Service Inquiries
0.2 0.3
0.2
0.3
Getting started
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