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Chapter 9 Setting up Intelligent Routing 125
Nortel Networks Call Center Set Up and Operation Guide
Modifying an Intelligent Overflow Rule
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 Click the Overflow link for the skillset with the rule you want to modify.
The Overflow Rule Table page appears.
5 Click the Modify link for the rule you want to modify.
The Overflow Rule page appears.
6 Change the mode, conditions or actions for the rule.
7 Click the Submit button.
The modified rule appears in the Overflow Rule Table page.
8 Click the Close button.
Deleting an Intelligent Overflow Rule
1 Start CallPilot Manager.
2 Click the Call Center heading.
3 Click the Skillset List link.
The Skillset List page appears.
4 Click the Overflow link for the skillset with the rule you want to delete.
The Overflow Rule Table page appears.
5 Click the Delete link for the rule you want to delete.
A message appears that asks you to confirm the deletion.
6 Click the OK button.
The rule is deleted from the Overflow Rule Table page.
7 Click the Close button.