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116 Chapter 9 Intelligent Overflow Routing
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Action
When Intelligent Overflow Routing determines that a condition is met for the call, the call goes to
the destination you specify. Possible actions are:
• moving the call to a new skillset.
The caller hears the greetings for the new skillset.
• overflowing the call to one or more skillsets.
The caller continues to hear the greetings from the original skillset.
• sending the call to the skillset mailbox
• transferring the call to an extension, external number, mailbox, skillset mailbox, Automated
Attendant, CCR Tree or operator
• changing the priority of the call
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.