Nortel Networks Call Center Telephone - Manual (Page 122)

122 Chapter 9 Intelligent Overflow Routing
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Adding Overflow rules
1 Press ≤·°‹.
Enter the Call Center Administrator Mailbox number and
password,
and then press OK.
2 Press OTHR.
3 Press CC.
4 Press SKILL.
5 Enter the number of the skillset you want to change and press OK.
6 The display shows whether the skillset is enabled or disabled.
You must disable the skillset before you make changes to it. To
disable the skillset Press CHNG and press NEXT to continue.
7 Press NEXT to continue.
8 Press OTHR.
9 Press OVFLW.
10 Press ADD.
11 The display shows the Overflow rule number
Select whether you want the rule to apply to Day, Night or 24 Hour
mode. Day is the default.
12 Select TIME if you want Overflow Routing to time how long the
call waits in the skillset before it goes to the destination that you
specify
or
select NOAGNT if you want Overflow to apply if there are no agents
logged onto the skillset
or
select BOTH if you want Overflow to apply if you want TIME and
NOAGNT to apply.
13 Enter the time that a call waits in the skillset before it goes to the
destination that you specify and press OK.
Log:
QUIT RETRY OK
Admin
MBOX AA OTHR
Admin
GLIST CCR CC
CC Admin
AGENT SKILL OTHR
Skillset:
RETRY QUIT OK
Status: xxxxxxx
CHNG NEXT
Skill mbox pswd
RESET NEXT
Skillset Admin
PARM AGENT OTHR
Skillset Admin
ROUTE OVFLW UNCF
Overflow rules
ADD CHNG DEL
<2>: MODE
DAY NIGHT 24HR
<2>: Method
TIME NOAGNT BOTH
<2>: Timeout:
RETRY OK