Use Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset for an agent.
You can specify that a waiting call:
overflows to another skillset and keeps its conditions and original skillset greetings
moves to another skillset where the call loses its conditions, becomes part of the new skillset, and hears the new skillset greetings. The system tracks the total length of the call from the time the call enters the system until it is answered.
transfers to the skillset mailbox
transfers to an extension, mailbox or external telephone number
changes in priority level
Intelligent Overflow Routing handles calls differently depending on the rules that you create.
Each rule is based on a mode, one or more conditions, and one or more actions.
NOTE: Overflow rules apply only after Routing Table steps are completed.
To assign Intelligent Overflow to a skillset
Click the Call Center heading.
Click the Skillset List link.
The Skillset List page appears.
Click the Overflow link.
The Overflow Rule Table page appears.
You can:
add an Intelligent Overflow rule
move an Intelligent Overflow rule
modify an Intelligent Overflow rule
delete an Intelligent Overflow rule