Download Avaya Business Communications Manager - Intelligent Contact Center User's Manual

122
Chapter 9 Setting up Intelligent Routing
•
selects Change Call Priority only as the action and selects 1 as the new call priority
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.
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
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.
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
NN40170-301