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ACD contact center features
Interactions
Call Coverage
All splits/skill with the same coverage path are automatically assigned the same Don't
Answer Interval. The default Don't Answer Interval is 2.
If Intraflow via Coverage is active, the Coverage Don't Answer Interval associated with Call
Coverage begins when a call enters the split/skill queue.
If the Coverage Don't Answer interval expires before either of the two delay-announcement
intervals expires, a call is redirected to coverage. If either of the delay-announcement
intervals expires before the Coverage Don't Answer interval, the call is connected to a
delay announcement, if available.
If no coverage point is available to handle a call, a call remains in queue and may then be
connected to a delay announcement.
Temporary Bridged Appearance
If an ACD call is routed to an agent but is intraflowed to another split/skill before being
answered, the Temporary Bridged Appearance at the agent's telephone or console is no
longer maintained.
170 Communication Manager Guide to ACD Call Centers
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