User`s guide

Administering Call Flow
Administering call flow includes the following tasks:
● Assigning a main split and a secondary split (optional) for each line group
● Turning intraflow on or off for a line group
● Setting an Intraflow Threshold for each split
Intraflow is the process of transferring calls from a main split’s queue to an
available agent in the secondary split. A
main split has primary responsibility
for answering calls for a line group (or groups). A
secondary split covers
calls to a line group only if all the agents in the main split for that line group
are busy or unavailable, the Intraflow Threshold has been reached, and
intraflow is on.
The Intraflow Threshold is the number of seconds the oldest call in a main
split’s queue must wait before it can be sent to an available agent (if there is
one) in the secondary split. This waiting time begins when the call first rings.
However, if calls already in the secondary split’s queue have exceeded its
Intraflow Threshold, the secondary split will not accept intraflowed calls until
these queued calls have been answered. For a detailed description of how
and when calls are intraflowed, see “How Intraflow Works” later in this
section of the manual.
Consider these points when establishing your Intraflow Threshold(s):
● How long do you want your callers to wait for an agent in the main split
if there are agents available in your secondary split? (The waiting time
starts as soon as the call begins ringing.) Answering this question helps
determine a reasonable Intraflow Threshold for the main split.
● If your secondary split serves as a main split for another line group, you
may not want that split to accept intraflowed calls if it is busy with its
own calls. The secondary split’s Intraflow Threshold determines how long
its own calls may wait before the split refuses to accept intraflowed calls.
(If a secondary split is not a main split as well, you don’t need to set a
threshold for that split.)
Pressing [F3] (labeled “Call Flow”) on the Configuration screen selects the
following Configure Call Flow screen.
4-40 Building or Editing Shift Configurations