Avaya Communication Manager Contact Center, Руководство пользователя

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Information Forwarding (Category A only)
Issue 1.0 May 2003 169
Detailed description
Assign an inflow threshold for each split/skill receiving Intraflow and Interflow calls. This
threshold prevents a split/skill from receiving new ACD calls if the oldest call in the queue
has been there longer than the threshold. If an ACD call is forwarded or redirected through
Call Coverage, but cannot be routed to another split/skill or coverage path point, it remains
in queue at the original split/skill even though coverage tone may be heard.
For a split/skill with Intraflow and Call Coverage assigned, you can also assign Priority on
Intraflow. When an ACD call intraflowing from a split/skill with Priority on Intraflow to a
covering split/skill enters the queue, that call is placed ahead of nonpriority calls but behind
other priority calls already in the queue. All priority calls are answered before any
nonpriority calls.
Calls intraflowed via Call Coverage to a covering split/skill are never connected to the first
delay announcement at the covering split/skill. Calls redirected via Call Forwarding receive
the delay first announcement at the forwarded-to split/skill, but never receive a forced first
announcement.
As an illustration of how Intraflow works, assume the following:
●
A call is intraflowed from split 1 to split 2 via Call Coverage.
●
Split 1 is assigned priority on intraflow.
●
Split 2 has a queue with three priority calls and four nonpriority calls.
●
Split 2 has an inflow threshold of 90 seconds and the oldest call in queue at split 2 has
been in queue for 60 seconds.
●
Split 2 has been assigned a second delay announcement and has a second delay
announcement interval of 45 seconds.
●
Music-on-Hold is provided.
When the call is intraflowed from split 1 to split 2, the call is placed in the split 2 queue as
the fourth priority call, ahead of the four nonpriority calls. The call stays in the queue for 45
seconds and is still not answered. Then the call is connected to the second delay
announcement for split 2. After the announcement, the caller hears music until an agent
answers the call.
You can assign a Coverage ICI button to an agent’s multiappearance phone. The agents
use the button to identify a call that is intraflowed from another split/skill. When an agent
receives such a call, the button lamp lights.
Considerations
The same coverage path can be used for as many splits/skills as desired. You should
administer redirection criteria for a split/skill coverage path so that calls are redirected
under Busy or Don’t Answer conditions. Do not use All or Send All Calls as redirection
criteria.