How does Intraflow work

Last Updated : Sep 08, 2012 |

You can assign an inflow threshold for each split or skill receiving Intraflow and Interflow calls. The threshold prevents a split or skill from receiving new ACD calls if the oldest call has been in the queue longer than the threshold. If Communication Manager forwards an ACD call using Call Coverage, but cannot forward the call further to another split or skill or a coverage point, the call remains in queue at the original split or skill.

For a split or skill with administered Intraflow and Call Coverage, you can also assign priority on Intraflow. When an ACD call intraflowing from a split or skill with priority on Intraflow to a covering split or skill enters the queue, Communication Manager places the call ahead of non priority calls but behind other priority calls already in the queue.

For Intraflow using Call Coverage, Communication Manager does not connect the calls to the first delay announcement at the covering split or skill. For Intraflow using Call Forwarding, Communication Manager connects the calls to the first delay announcement at the forwarded-to split or skill. The calls, however, do not receive a forced first announcement.

The following scenario explains how Intraflow works:

  • A call is intraflowed from split 1 to split 2 using Call Coverage.

  • Split 1 is assigned priority on intraflow.

  • Split 2 has a queue with three priority calls and four non priority calls.

  • Split 2 has an inflow threshold of 90 seconds and the oldest call in queue at split 2 has been in queue for 60 seconds.

  • Split 2 has been assigned a second delay announcement and has a second delay announcement interval of 45 seconds.

  • Music-on-Hold is provided.

When the call is intraflowed from split 1 to split 2, the call is placed in the split 2 queue as the fourth priority call, ahead of the four non priority calls. The call stays in the queue for 45 seconds and is still not answered. The call is connected to the second delay announcement for split 2. After the announcement, the caller hears music until an agent answers the call.

You can assign a Coverage ICI button to an agent phone. The agents use the button to identify a call intraflowed from another split or skill. When an agent receives the call, the button lamp lights.