Nortel Express User Manual page 29

March 2005
Call routing
The following illustration shows how calls coming in to BestAir Airline's call
center are routed, based on the information on page 28.
A solid line indicates that a call is queued with a priority of 1. A broken line
indicates that a call is queued with a priority of 2. A dotted line indicates that a
call is queued with a priority of 3.
DNIS
Skillset
Agents
Calls are only presented to the second or third priority skillsets after the
overflow timers run out.
Examples of how calls are routed
The following examples show how calls are routed in different situations, given
the information above:
1. Agents idle. A call enters the call center from the 123WORK number and
is queued to the Corporate Sales skillset. The call can be queued to Liz, Al,
Kris, and Carol. Liz and Kris have the highest priority for this skillset. The
agent who is idle the longest gets the call.
2. All agents are busy. A call enters the call center from the 123WORK
number and is queued to the Corporate Sales skillset. All agents are busy,
and the call overflows to the General Inquiries skillset. The call is now
Call Center Management Guide
123REST
Vacations
Fred, Sue,
Brad, Carol,
Pete
123WORK
Corporate
Sales
Liz, Al, Sue, Brad, Liz,
Kris, Carol Al, Kris, Mark,
Deb, Dave,
Carol, Pete
Getting started
123HELP
Customer
Service
Carol, Pete
General
Inquiries
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