Avaya Contact Center Instrukcja Użytkownika Pobierz pdf (Strona 116)

116 Chapter 9 Setting up Intelligent Routing

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• selects Change Call Priority only as the action and selects 1 as the new call priority

Example 3

In this example, calls to the contact 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 Contact Center Administrator:

• selects the Day service mode

• selects the Agents not logged in check box

• selects Move to Skillset as the action

• selects skillset 2

Example 4

In this example, calls to the contact center go to skillset 1, which is the company help line. If no

agents are logged on to skillset 1, the call immediately moves to skillset 2. If agents are logged on

to skillset 1 and the call is not answered within two and a half minutes, the call transfers to the

skillset mailbox where the caller can leave a message.

The Contact Center Administrator creates two rules. In the first rule the Contact Center

Administrator:

• selects the 24 Hour service mode

• selects the Agents not logged in check box

• selects Move to Skillset as the action

• selects skillset 2

In the second rule the Contact Center Administrator:

• selects the 24 Hour service mode

Mode Conditions Action Explanation

24 Hour 02:00 Change call priority

to 1

This Intelligent Overflow Routing rule applies to any call

that has been waiting in skillset 1 for 2 minutes.

If a call is not answered by an agent when the timer

elapses, the call priority changes to the highest priority.

Mode Conditions Action Explanation

Day No Agents Move to Skillset 2 Intelligent Overflow Routing checks to see

whether agents are logged on to skillset 1, but

does not check the timer.

If there are no agents logged on to skillset 1, the

call moves to skillset 2 and gets the new

greetings for skillset 2. When a call moves to a

new skillset, it does not remain queued at the

original skillset destination.

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Avaya Contact Center Instrukcja Użytkownika Strona 116