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ACD contact center features
Intraflow
Use Call Coverage with Intraflow to redirect ACD calls from one split/skill to another
conditionally, according to the coverage path's redirection criteria. For example, you can
define a split/skill's coverage path to automatically redirect incoming ACD calls to another
split/skill when a terminal is busy or unanswered. You can redirect calls to less busy
splits/skills, for more efficient call handling.
Use Call Forwarding with Intraflow to unconditionally forward calls for a split/skill.
Interflow
Interflow allows you to redirect ACD calls from a split/skill on one communication server to
a split/skill on another communication server or external location. Use Call Forwarding All
Calls with Interflow to unconditionally forward calls directed to a split/skill to an off-
premises location. Calls can be forwarded to destinations off the communication server
(that is, phone numbers on the public telephone network). You cannot use Call Coverage
with Interflow. If a coverage point station or split/skill is forwarded/interflowed, it is taken out
of the coverage path.
For details on how to forward calls to an external extension and on Call Coverage
redirection criteria, see Administrator Guide for Avaya Communication Manager,
555-233-506. See
only)
on page 171 for information on advanced Interflow capabilities.
Administering Intraflow and Interflow
The following forms and fields are required to administer the Intraflow and Interflow
feature.
168 Communication Manager Guide to ACD Call Centers
Call Vectoring
Required forms – Intraflow and Interflow
Form
Feature-Related
System Parameters
Feature Access Code
(FAC)
Hunt Group
Coverage Paths
on page 128 and
Look-Ahead Interflow (Category A
Field
Coverage — Don't Answer Interval for
Subsequent Redirection
Call Forwarding Activation
Call Forwarding Deactivation
Inflow Threshold
Priority on Intraflow
Don't Answer
Busy
Number of Rings
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