User guide

Automatic Call Distribution
31
Predictive
Overflow
• Determines whether a
newly queued call
should be
immediately
overflowed to the next
agent group
• If the system predicts
that a call will not be
answered before the
overflow timer
expires, the call is
placed in overflow
before the time
expires.
• Minimizes call queuing
time by defining
backup resources for
the primary agent
groups
• This ensures that the
call is answered as
quickly as possible,
reducing network
costs and caller
frustration.
Yes Yes
Interflow • A time-based or
load-based feature
that takes an ACD call
out of the queue and
routes it to an
alternate answer
point, such as a higher
priority queue, voice
mail, attendant or
extension
• A call that interflows to
another queue adopts
the priority of the new
queue.
• Reduces caller
frustration and
abandoned calls
Yes Yes
Dial out of Path
(Queue)
If a caller chooses not to
continue holding, dial out
of queue allows the
caller to be rerouted to
an alternate answer
point that is programmed
on the telephone system.
• Rather than losing
business, this feature
provides options when
a caller does not have
time to wait for an
answer.
Yes Yes
Path (Queue)
Unavailable
When a queue is
unavailable, calls can be
routed to an alternate
answer point, such as an
attendant, valid
extension, voice mail,
recorded announcement
device, an ACD queue,
or a system speed call
number.
• Gives supervisors a
choice in how to
handle after-hours
calls or calls during
vacation days
Yes Yes
Table 5 Core ACD Features and Benefits (continued)
Feature Description Benefit
SX-200/
SX-200 ICP
3300 ICP
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