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Chapter 9 Intelligent Overflow Routing 117
Call Center Telephone Administration Guide
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 call 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 Call 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 call 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 Call Center Administrator:
• selects the 24 Hour Service mode
• sets the timer for 2 minutes
• selects Change Call Priority only as the action and selects 1 as the new call priority
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.
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.