Use Call Coverage with Intraflow for conditional redirection of ACD calls from one split to another split based on the coverage path redirection criteria. For example, you can define a coverage path for a split to automatically redirect incoming ACD calls to another split when a phone is busy or an agent fails to answer the call. You can redirect calls to less busy splits for efficient call handling. Use Call Forwarding with Intraflow to unconditionally forward calls.
With Interflow, you can redirect ACD calls from a split on one Communication Manager to a split on another Communication Manager or an external location. Use Call Forwarding with Interflow to unconditionally forward calls to an off-premise location.
Important:
You cannot use Call Coverage with Interflow.
For information on the Call Coverage redirection criteria, see Call Coverage
in the Avaya Aura® Communication Manager Feature Description and Implementation document.
