Nortel Networks P0605665 03 User Manual
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.