Nortel Networks Call Center Instructions Manual

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Example 2
In this example, calls to the call center go to skillset 1, which is the company help line. If there are 
no agents logged on to the help line, the call moves to skillset 2, which is the company’s service 
department. When a call moves to a new skillset, it does not remain queued at the original skillset 
destination.
The Call Center Administrator:
 selects the Day service mode
 selects the...

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Example 4
In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call 
is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on 
to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not 
answered within an additional two minutes, the call transfers to the skillset mailbox where the 
caller can leave a message.
The Call...

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Example 6
In this example, calls to the call center go to skillset 1, which is the company’s order desk. Skillset 
1 agents are the company’s experienced sales agents. If no agents are logged on to skillset 1 and if 
the call is not answered by an agent within two and a half minutes, the call overflows to skillset 2. 
Skillset 2 agents are the company’s less experienced sales agents.
The Call Center...

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Assigning Intelligent Overflow Routing to a skillset
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Overflow link for the skillset you want to add Intelligent Overflow Routing to.
The Overflow Rule Table page appears.
5Click the Insert link for Rule 1.
The Overflow Rule page appears.
6From the Service Mode list box select Day, Night or 24 Hour. 

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7Select the Timer check box if you want Intelligent Overflow Routing to time how long the 
call waits, and enter the time that a call waits in the skillset before it goes to the destination 
that you specify.
8Select the Agents Not Logged In check box to if you want Intelligent Overflow Routing to 
check whether there are agents logged on to the skillset
or
do not select the Agents Not Logged In check box...

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Moving an Intelligent Overflow rule
After you create an Intelligent Overflow rule, you can move it to another location in the Overflow 
Rule Table. Intelligent Overflow rules are applied to calls in the order that the rules appear in the 
Overflow Rule Table.
To move a rule
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Overflow link for the skillset that has the...

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Modifying an Intelligent Overflow Rule
1Start CallPilot Manager.
2Click the Call Center heading.
3Click the Skillset List link.
The Skillset List page appears.
4Click the Overflow link for the skillset with the rule you want to modify.
The Overflow Rule Table page appears.
5Click the Modify link for the rule you want to modify.
The Overflow Rule page appears.
6Change the mode, conditions or actions for the...

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Day and Night Routing Tables
Fax Detection
Call Center can detect fax calls and route them to a skillset mailbox. If you want Call Center to 
detect incoming faxes, you must make your first routing table step:
 a Greeting step
 with Forced Play
 without a transfer
 with a greeting that is a minimum of 11 seconds long
Fax Detection applies only if a fax machine is attempting to transmit a fax at the start of a greeting. 
If a fax transmission...

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About types of Routing Table steps
You can add these types of steps to routing tables:
GreetingA Greeting step plays a greeting to callers waiting in a skillset. You assign 
greeting parameters to each greeting. After the greeting plays, the call goes 
to the next routing step. If there is no next step, the call ends.
Distribute forDuring a distribute for step, calls wait to be distributed to agents. If no...

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Greeting step parameters
You can assign these parameters to greeting steps. If the first step in a routing table is a Greeting 
step, it can detect fax calls and route them to the skillset mailbox for the routing table. For more 
information refer to “Fax Detection” on page 118.
Forced PlayEnable Forced Play for a greeting that contains important information that 
you want callers to hear. If an agent becomes available while a caller is 
listening...