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Automatic Call Distribution (ACD) basics
30 Communication Manager Guide to ACD Call Centers
Intraflow and interflow
Intraflow and interflow allows you to redirect ACD calls to another split or other local or
remote destinations. Redirecting calls to a local destination is called intraflow. Redirecting
calls to a destination outside the communication server is called interflow.
Things to know before you start
Intraflow and interflow are set up differently on the Generic 3 and newer communication
servers. If Call Vectoring is active on the communication server, redirection of calls differs
significantly from the following intraflow/interflow descriptions.
Description
As many as three intraflow destinations OR one interflow destination can be established
for a split through communication server administration. Intraflow uses the Call Coverage
feature to redirect ACD calls to a coverage path that contains one, two, or three of the
following internal destinations:
●
An extension
●
An ACD split (including AUDIX
®
and Message Center splits) or Hunt Group. The term
“Hunt Group” refers to groups of extensions that receive distributed calls. The term
“split” refers to a hunt group that is measured by CMS.
●
An attendant group
●
An announcement followed by a forced disconnect.
Call Forwarding and ACD splits can be set up to intraflow calls unconditionally.
Interflow destinations are the same as those listed above for intraflow (plus the CAS
attendant), except interflow sends calls to destinations outside the communication server.
Setting up splits
If a split is assigned more than one intraflow destination, the communication server tries
each destination in the order in which it was assigned. If no destination can accept the call,
the communication server leaves the call in the original split’s queue. If an interflow
destination is specified and activated, the communication server tries only that destination.
If the interflow destination cannot accept the call, the caller hears a busy signal. ACD splits
can be set up to intraflow calls unconditionally. Unconditional intraflow redirects all calls to
the specified destination. Unconditional intraflow is normally used to redirect calls when a
split is not staffed.