Nortel Express User Manual page 28

Getting started
Calls to 123REST are queued to the Vacations skillset with a priority of 1. If the
overflow period expires, then calls are queued to the Customer Service skillset
with a priority of 2. If the call remains in the Customer Service skillset and the
overflow period expires before the call is answered, then the caller is played a
busy announcement or the call is passed to a DN. This is configured in the Call
Treatments wizard. For more information, refer to "Configuring call treatments"
on page 141.
Skillset assignments
The following table shows BestAir Airline's agent to skillset assignments:
Agent
Fred
Sue
Brad
Liz
Al
Kris
Mark
Deb
Dave
Carol
Pete
28
Corporate
Vacations Sales
1 0
1 0
1 0
0 1
0 2
0 1
0 0
0 0
0 0
2 2
2 0
Skillset priority
Customer
Service
0
2
2
2
1
2
1
1
1
3
3
Symposium Express Call Center
Standard 2.0
General
Inquiries
0
0
0
0
0
0
0
0
0
4
4