Chapter 9 Intelligent Overflow Routing 121
Example 8
In this example, calls to the call center are answered by skillset 1, the company’s sales skillset. If a call is not answered within 10 seconds, it overflows to skillsets 2, 3 and 4. If the call is not answered within an additional 20 seconds, the call goes to the skillset 1 mailbox.
The Call Center Administrator creates two rules.
In the first rule the Call Center Administrator:
•selects the Day service mode
•sets the timer to 10 seconds
•sets Overflow as the action
•selects skillsets 2, 3 and 4
In the second rule the Call Center Administrator:
•selects the Day service mode
•sets the timer to 30 seconds
•selects the skillset mailbox as the action
Mode | Conditions | Action | Explanation | |
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Day | 00:10 | Overflow: 2, 3, 4 | The call overflows to skillsets 2, 3 and 4 if the call is | |
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| not answered within 10 seconds. The call goes to | |
Day | 00:30 | Skillset Mailbox | ||
the skillset mailbox if it is not answered within an | ||||
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| additional 20 seconds. | |
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Call Center Telephone Administration Guide
