Interflow refers to leaving the local server for an ACD skill group on another server. It can also refer to redirecting a call to some other target on another system, such as a different group. Exceeding call number or call answering time can trigger interflow. When the call waiting time in a queue reaches a specific threshold, new calls can overflow without the threshold being exceeded. If calls stay in a queue for too long, they can interflow without exceeding the call number. Calls in a queue where the last agent becomes unavailable can also interflow.

Night Service refers to call redirection outside of site working hours. Since no agents are available at this time, the calls are redirected to a secondary location, such as another ACD number, attendant group, or an answering post extension. Rarely, the call is disconnected after an announcement.

Night Service has different variations. It can be combined with a hunt group, trunk group, or a Night Service system. However, feature handling remains the same. Both new calls and calls in a queue can be redirected to Night Service.

Intraflow redirects calls from the current ACD skill group to another on the same server. This can occur within a specific event, such as the last agent logging out. Intraflow can also occur when a call event or agent status triggers call redirection, for example, calls that have been in the queue for too long can intraflow to another skill group.

When the call waiting time in a queue reaches a specific threshold, new calls can intraflow without the threshold being exceeded. Calls that have been in a queue for too long can intraflow without exceeding the call number. Calls in a queue where the last agent becomes unavailable can also intraflow.

Overflow is a generic term indicating that a call is redirected from the current skill group. This term is used in the interflow definition for Call Center Elite, but applies when calls leave a skill group to land in a night service location or when they are handled internally. However, overflow often refers to redirecting a new call.