Avaya Contact Center Instrukcja Użytkownika Pobierz pdf (Strona 113)

Chapter 9 Setting up Intelligent Routing 113

Contact Center Set Up and Operation Guide

• changing the priority of the call

Examples of Intelligent Overflow Routing rules

Intelligent Overflow Routing gives you flexibility in setting the rules for how calls are handled.

The following tables show examples of different ways you can configure Intelligent Overflow

Routing rules.

Example 1

In this example, calls to the contact center go to skillset 1, which is the company’s service

department. If a call is not answered by an agent within two and a half minutes, the call overflows

to skillsets 2 and 3, the sales department skillsets. An agent from any of the three skillsets can

answer the call.

The Contact Center Administrator:

• selects the Day service mode

• sets the timer for 2 minutes and 30 seconds

• selects Overflow to Skillset as the action

• selects skillsets 2 and 3

Example 2

In this example, calls to the contact center go to skillset 1. The Administrator wants to ensure that

lower priority calls do not wait in a skillset indefinitely. If a call waits for 2 minutes or more, a

higher priority is assigned to the call.

The Contact Center Administrator:

• selects the 24 Hour Service mode

• sets the timer for 2 minutes

Note: Note: if an overflow step is configured for No Agents, the overflow rule executes

right away, and even a forced greeting will not play. If you want to play the greeting,

configure a timer with the No Agents rule.

Mode Conditions Action Explanation

Day 02:30 Overflow: 2,3 This Intelligent Overflow Routing rule applies only if there

are one or more agents are logged on.

If a call is not answered by an agent before 2 minutes and

30 seconds, the call overflows to skillsets 2 and 3. When a

call overflows, it also remains queued at the original

skillset destination.

Note: If you want calls to overflow to multiple skillsets, specify all the skillsets in the

same rule. The call bypasses skillsets with busy agents and overflows to the next skillset

with an available agent.

1 2 ... 108 109 110 111 112 113 114 115 116 117 118 ... 251 252

Brak uwag

Avaya Contact Center Instrukcja Użytkownika Strona 113