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Chapter 18 Troubleshooting Call Center 249
Nortel Networks Call Center Set Up and Operation Guide
Call Center calls do not follow Call Forward rules, but non-Call Center calls
do
For example, an agent is logged onto a set that is configured to CFNA to voicemail. A call is
distributed to the agent, who does not answer it, and the call is returned to the skillset, but the
desired behavior is to transfer the call to voicemail. Non-Call Center calls that do not get answered
do go to voicemail.
To have non-Call Center calls to go to voicemail and Call Center calls to return to the skillset,
make sure that the number of rings for Call Forward to Voicemail is set to greater than the Transfer
Callback Timer.
To have both Call Center and non-Call Center calls to go to voicemail, make sure that the number
of rings for Call Forward to Voicemail is set to less than the Transfer Callback Timer.
Also make sure that Call Centre agents have a CFNA Delay to voicemail/skillset DN that is lower
than the Transfer Callback setting. This way, unanswered Call Centre calls return to the
originating skillset and non-Call Centre calls are forwarded to the agent’s personal mailbox.
Callers hear the message “Your session cannot be continued at this time.
Exiting the system. Goodbye.”
This happens if:
• an incoming Call Centre call is transferred to an available agent but the agent has left their
desk
and are still logged on, but has not made themselves Not Ready
and
• the first step in a Routing Table is a Distribute step. The first step for all routing tables should
be a Greeting. If a call enters a skillset that has a Greeting as step 1 and there are available
agents, the call is transferred to the available agent without hearing the greeting, unless it is a
Forced Greeting.