Call flow

Last Updated : Oct 19, 2012 |

Calls enter a vector and execute the steps sequentially beginning with Step 1 of the vector, unless there is a goto step. Most steps take microseconds to execute. Steps with announcement, wait-time, and collect digits commands are exceptions. A 1-second wait occurs when processing is suspended. Note that the wait-time with 0 seconds is not an explicit wait. The announcement, wait-time > 0 and collect digits are explicit wait steps which suspend vector processing. The 15–step counter resets after one of these steps.

Multiple split queuing

You can queue a call to up to three splits using multiple split queuing.

Intraflow

You can use Intraflow to redirect calls that are unanswered at a split within a predefined time to more than one other split on the same Communication Manager. If redirection depends on a condition, the process is called conditional intraflow.

Interflow

You can use Interflow to redirect calls that are directed to a vector to an external or non local split destination. This destination is represented by a number that is programmed in the relevant vector. Calls can be routed to an attendant or attendant queue, a local extension, a remote extension, that is, Uniform Dialing Plan (UDP), an external number, or a VDN.

Look Ahead Interflow (LAI)

Implement LAI for call centers with multiple ACD locations that are connected by way of ISDN PRI. With this method, a call can interflow only if a remote location is better equipped to handle the call. LAI occurs only when the conditions at the receiving Communication Manager are met.

Best Service Routing (BSR)

With BSR, Communication Manager can compare specified splits or skills, identify the split or skill that provides the best service to a call, and deliver the call to the resource. Communication Manager queues the call queues if agents are unavailable in the identified split or skill.

BSR is available in singlesite and multisite versions. Singlesite BSR compares splits or skills on Communication Manager to find the best resource to service a call. multisite BSR extends this capability across a network of Communication Manager, comparing local or remote splits or skills and routing calls to the resource that provides the best service.

Adjunct Routing

With adjunct routing, Communication Manager requests a routing destination from an adjunct processor. When you enable this feature, Communication Manager sends a message with information on the calling party to the ASAI adjunct. The adjunct determines from the databases the best place for Communication Manager to send the call and passes the routing information back to Communication Manager.