Hi,

we have symposuim 6.0 and Nortel cs1000e our suoervisor don't take calls but i need to send them calls older than X time how is this configured..
thanks guys..

Your supervisors will first need to have a phone that is in a "Supervisor" ACD queue and is acquired by Contact Center. You should also make sure your supervisors are in a call presentation class that is non forcing so their phones will ring when the call overflows.

You will then need to create a supervisor skillset in Contact Center and then assign it to your supervisors (the ones you want to take the calls in question)

In the script/application that you want to overflow you will need to insert the following, most likely in your loop section. (If you post your script I can tell you exactly where)

IF NOT QUEUED TO SKILLSET ? AND AGE OF CALL > x THEN
QUEUE TO SKILLSET ? WITH PRIORITY *
END IF

Replace ? with the name of the supervisor skilslet
Replace x with the number of seconds before you want the call to overflow
Replace * with the priority that you want the call queued at.

Good Luck

An extra skillset is not necessary, you can also send the call to the supervisor(s) via: QUEUE TO AGENT <agent id> | <agent id list>