Avaya Contact Center Uživatelský manuál stáhnout pdf (Strana 117)

Chapter 9 Setting up Intelligent Routing 117

Contact Center Set Up and Operation Guide

Example 8

In this example, calls to the contact 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 Contact Center Administrator creates two rules.

In the first rule the Contact 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 Contact Center Administrator:

• selects the Day service mode

• sets the timer to 30 seconds

• selects the skillset mailbox as the action

Assigning Intelligent Overflow Routing to a skillset

To assign Intelligent Overflow Routing

1 Start CallPilot Manager.

2 Click the Contact Center heading.

3 Click the Skillset List link.

The Skillset List page appears.

Mode Conditions Action Explanation

Day 00:10 Overflow: 2, 3, 4 The call overflows to skillsets 2, 3 and 4 if the call is

not answered within 10 seconds. The call goes to

the skillset mailbox if it is not answered within an

additional 20 seconds.

Day 00:30 Skillset Mailbox

1 2 ... 112 113 114 115 116 117 118 119 120 121 122 ... 251 252

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Avaya Contact Center Uživatelský manuál Strana 117