115Call Center Telephone Administration GuideChapter 9Intelligent Overflow RoutingUse Intelligent Overflow Routing to control how calls are handled that are waiting in a skillset foran agent. You can specify that a waiting call:• overflows to one or more skillsets and keeps its conditions and original skillset greetings.Agents from the specified skillsets can answer the call.• moves to another skillset where the call loses its conditions, and takes on the properties of thenew skillset, including skillset greetings. The system tracks the total length of the call from thetime the call enters the system until it is answered.• transfers to the skillset mailbox• transfers to an extension, mailbox, external telephone number, CCR Tree, AutomatedAttendant or operator• changes in priority levelIntelligent 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.ModeIntelligent Overflow Routing looks at the mode the skillset is in to determine how to handle a call.A skillset can be in Day mode, Night mode, or 24 Hour Service. Each mode can have its own rulesfor how to handle calls. The default mode is Day.ConditionAfter Intelligent Overflow Routing determines what mode the skillset is in, Intelligent OverflowRouting determines what conditions apply to the call. The two possible conditions are:• Whether the timer expires. You set the length of time a call waits for an agent before the call issent to the destination that you specify. The maximum time a call can wait is 59:59. When acall enters a skillset, the timer starts at 00:00. Overflow rules are applied according to the timea call is in a skillset, not according to the total time a call is in the system. For example, if youset up skillset 1 to move a call to skillset 2 after five minutes, and you set up skillset 2 to movea call to skillset 1 after two minutes, a call in skillset 1 will be moved to skillset 2 after fiveminutes. The call will move back to skillset 1 after an additional two minutes, then back toskillset 2 after an additional five minutes.• Whether there are agents logged on to the skillset. If there are no agents logged on to theskillset, the call is sent to the destination that you specify. If you select the Agents Not LoggedIn check box, the overflow rule applies if there are no agents logged on to the skillset. If youdo not select the Agents Not Logged In check box, the overflow rule applies if there are agentslogged on to the skillset.Note: You can select both conditions within the same rule. The rule applies when bothconditions are met.
