Adding an Intelligent Overflow rule

  1. Click the Insert link for the rule you want to add. The rule is inserted above the link.

    The Overflow Rule page appears.

  2. From the Service Mode list box, select Day, Night or 24 Hr.

  3. Select the Timer check box and enter the time that a call waits in the skillset before it goes to the destination that you specify.

  4. Select the Agents Not Logged In check box if you want Intelligent Overflow to check whether there are agents logged on to the skillset.

  5. At the Action option, select the destination for calls:

  1. Select Overflow to Skillset and click the Specify link.

    The Overflow to Skillset Configuration page appears.

  2. Select the check box for the skillset you want to overflow to, and click the Submit button.

  3. If you want to change the priority of the call, from the New Call Priority list box select a new priority for the call.

  1. Select Transfer to External.

  2. Enter the external number.

  3. From the Outdial Method list box select Line, Pool or Route.

  4. If you select Line or Pool, enter the line or line pool number.

  1. Click the Submit button.