Nortel Express User Manual page 81

March 2005
Default skillset
Your distributor defines one skillset on the Symposium Express Call Center
system as the default skillset. All agents are logged on to the default skillset. If
no other skillset can handle the call, the default skillset ensures that it will be
queued.
Example
At BestAir Airlines, the default skillset is Bookings. If a call cannot be queued
because there are no agents available in the skillset assigned to its CLID, DNIS,
or CDN, the call is automatically presented to an agent in the Bookings skillset.
For more information, contact your distributor.
Call Center Management Guide
Configuring skillsets
81