Look-Ahead Interflow example

Last Updated : Sep 08, 2012 |
Note:

When using LAI, check if the receiving office is open for business.

Scenario: The sending Communication Manager is in Los Angeles with office hours from 8:00 AM to 5:00 PM PST and the receiving Communication Manager is in New York with office hours from 8:00 AM to 5:00 PM EST (05:00-14:00 PST). There is a three hour difference between the two locations.

The following example routes calls to the New York Communication Manager.

Unconditional LAI

1. queue-to split 1 
2. route-to number 99145555555 cov n if unconditionally
3. announcement 2770      (All agents are busy. Please hold.)
4. wait-time 120 seconds hearing music 
5. goto step 3 if unconditionally 
6. stop

The next example tests first to see if the New York Communication Manager is open before requesting a queue to the New York Communication Manager, preventing unnecessary processing.

LAI with Time-of-Day (TOD) condition

1. queue-to split 1 
2. goto step 4 if time-of-day is all 14:00 to all 05:00
3. route-to number 99145555555 cov n if unconditionally 
4. announcement 2770        (All agents are busy. Please hold.)
5. wait-time 120 seconds hearing music 
6. goto step 4 if unconditionally 
7. stop

Refer to the next example if you enabled Advanced Routing. In this case, the Expected Wait Time feature can be used to determine if placing an LAI call attempt is useful.

LAI with Expected Wait Time (EWT) and TOD conditions

1. queue-to split 1 
2. goto step 5 if expected-wait for call < 30
3. goto step 5 if time-of-day is all 14:00 to all 05:00
4. route-to number 99145555555 cov n if unconditionally 
5. announcement 2770        (All agents are busy. Please hold.)
6. wait-time 120 seconds hearing music 
7. goto step 5 if unconditionally 
8. stop

In the examples, note that there is no reason to attempt an interflow if the call is answered quickly at the main Communication Manager.