Split queues
Issue 1.0 May 2003
31
Splits can also be set up to intraflow calls when one or all of the following criteria are met:
●
Don’t Answer – Calls redirect if not answered within the assigned Don’t Answer Interval
(1 to 99 ringing cycles).
●
Busy – Calls redirect when the split’s queue is full; that is, when the number of calls in
queue equals the administered queue length.
●
No Agents Staffed or All Agents in AUX Mode – Call redirect if there are no agents
staffed or if all agents are in the AUX work mode.
Assigning queue status
If an intraflow destination has a queue, that queue may be assigned an inflow threshold.
The inflow threshold, which is established through communication server administration, is
the length of time the oldest call in queue has waited. Once the inflow threshold is reached,
that queue does not accept intraflowed calls and the communication server tries the next
administered destination.
Through communication server administration, a split can be assigned Priority Queuing on
Intraflow which allows intraflowed calls to enter the priority queue at the destination split.
Types of calls for a split
The following types of intraflow/interflow can be used for a split:
●
Don’t Answer Time Interval intraflow (using the Call Coverage feature)
●
Busy intraflow (using the Call Coverage feature)
●
Unconditional intraflow (using the Call Forwarding-All feature).
When calls are intraflowed using the Call Coverage feature, CMS only reports inflowed and
outflowed calls if the call queues to the original split. For example, a call that covers using
the busy criterion will not be recorded as in/outflowed since it could not queue to the
original split. Calls that queue before covering using the Don’t Answer criteria are recorded
as in/outflowed calls.
Setting up intraflow/interflow
A split can have either intraflow or interflow active, but not both. However, both conditional
(Call Coverage) and unconditional (Call Forwarding) intraflow can be active for a split at
the same time. In this case, unconditional intraflow is first invoked for the split’s incoming
calls. Then, after the communication server forwards a call to the unconditional destination,
the communication server uses the conditional intraflow criteria to determine whether to
redirect the call to the next destination. Thus, when unconditional and conditional intraflow
are used together, the conditional intraflow criteria are applied to the forwarded-to
destination, not to the original split.
