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Call Center Telephone Administration Guide
Chapter 9
Intelligent Overflow Routing
Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for
an agent. You can specify that a waiting call:
• overflows to one or more skillsets and keeps its conditions and original skillset greetings.
Agents from the specified skillsets can answer the call.
• moves to another skillset where the call loses its conditions, and takes on the properties of the
new skillset, including skillset greetings. The system tracks the total length of the call from the
time the call enters the system until it is answered.
• transfers to the skillset mailbox
• transfers to an extension, mailbox, external telephone number, CCR Tree, Automated
Attendant or operator
• changes in priority level
Intelligent Overflow Routing handles calls differently depending on the rules that you create.
Each rule is based on a mode, one or more conditions, and one or more actions.
Mode
Intelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call.
A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rules
for how to handle calls. The default mode is Day.
Condition
After Intelligent Overflow Routing determines what mode the skillset is in, Intelligent Overflow
Routing determines what conditions apply to the call. The two possible conditions are:
• Whether the timer expires. You set the length of time a call waits for an agent before the call is
sent to the destination that you specify. The maximum time a call can wait is 59:59. When a
call enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the time
a call is in a skillset, not according to the total time a call is in the system. For example, if you
set up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to move
a call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after five
minutes. The call will move back to skillset 1 after an additional two minutes, then back to
skillset 2 after an additional five minutes.
• Whether there are agents logged on to the skillset. If there are no agents logged on to the
skillset, the call is sent to the destination that you specify. If you select the Agents Not Logged
In check box, the overflow rule applies if there are no agents logged on to the skillset. If you
do not select the Agents Not Logged In check box, the overflow rule applies if there are agents
logged on to the skillset.
Note: You can select both conditions within the same rule. The rule applies when both
conditions are met.