Specifications

Configuring Workgroups
ShoreTel 7.5 Administration Guide 14 – 19
Configuring Workgroup Overflow / Interflow
Workgroup overflow and interflow capabilities offer a way to reduce the wait time for
callers who are dialing into an Automatic Call Distribution (ACD). This helps to ensure
faster service and greater customer satisfaction.
Calls can be overflowed (i.e. transferred from one workgroup queue to another higher
priority queue once a wait time threshold has been exceeded) in order to ensure that
certain customers who have paid for a higher level of support service (e.g. "Gold
Level") have their calls answered faster.
Alternatively, calls can be interflowed to any dialable number (e.g. an extension, menu,
or an external number) when a wait time threshold has been exceeded. This external
number could be, for example, a cell phone number for a supervisor who could answer
the call immediately.
Note that interflowing a call is typically done as the final step in a series of overflows.
In other words, if a call is sent from one workgroup queue to another without being
answered, the call is interflowed from the Last Step to an external number (such as the
supervisor's cell phone).
To configure the Workgroup Overflow / Interflow feature:
Step 1 The overflow / interflow functionality is set as the Last Step within the
Queue Step Menu. Thus, you must follow the procedure “To set the
Queue Step Menu:” on page 14-17 before configuring the overflow /
interflow option.
Step 2 Click on the Last Step tab and scroll down to the Overflow / Interflow
section toward the bottom of the window, as shown below: