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Chapter 9 Intelligent Overflow Routing 119
Call Center Telephone Administration Guide
Example 5
In this example, calls to the call center go to skillset 1, which is the company’s help line. If the call
is not answered by an agent within 2 minutes and 30 seconds and if there are no agents logged on
to skillset 1, the call overflows to skillset 2, which is the service department. If the call is not
answered within an additional two minutes, the call transfers to the skillset mailbox where the
caller can leave a message.
The Call Center Administrator creates two rules. In the first rule the Call Center Administrator:
• selects the Day service mode
• sets the timer to 2 minutes and 30 seconds
• selects the Agents not logged in check box
• selects Overflow to skillset as the action
• selects skillset 2
In the second rule the Call Center Administrator:
• selects the Day service mode
• sets the timer to 4 minutes and 30 seconds
• selects the Agents not logged in check box
• selects the skillset mailbox as the action
Mode Conditions Action Explanation
Day 02:30 and No Agents Overflow: 2 The call overflows to skillset 2 after the call is in
skillset 1 for 2 minutes and 30 seconds and if there
are no agents logged on to skillset 1. If the call is
not answered within an additional 2 minutes the
call transfers to the skillset mailbox.
Day 04:30 and No Agents Skillset Mailbox