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3 Enter a group letter (A through D) for the group to be administered.
4 Enter the number of seconds (O through 999), for the number of seconds
agents are to be in the ACW state.
NOTE: “0” means the Auto ACW feature is not in effect.
5 Press
[ F8 ] (labeled “Enter Data”).
Administering Call Flow
The activities in administering call flow do the following:
● Assign a main split and an optional secondary split for each line group
● Turn intraflow on or off
● Set an intraflow threshold for each split
● Designate splits for AlI-Ring operation (optional)
A main split has primary responsibility for answering calls for a line group (or
groups). A secondary spit covers calls to a line group only if no agent in the
main split is available. lntraflow is the process of transferring waiting calls
from a main split to an available agent in the secondary split.
The intraflow threshold is the number of seconds a call in a main split must
wait before it can be sent to an available agent (if there is one) in the
secondary split. This waiting time begins when the call first rings. If calls
already in the secondary split have exceeded the intraflow threshold,
however, the secondary split will not accept intraflowed calls until the calls
waiting have been answered. For a detailed description of how and when
calls are intraflowed, see “How Intraflow Works” in this section of the
manual. Consider these points when establishing your intrafiow threshold(s):
● How long do you want your customers to wait for an agent in the main
split if there are agents available in your secondary split? Remember, the
waiting time starts as soon as the call begins ringing. Answering this
question helps determine a reasonable intraflow threshold for the main
split.
● If your secondary split serves as a main split for another line group, you
may not want that split to accept intraflowed calls if it is busy with its
own calls. The secondary split’s intraflow threshold determines how long
its own calls may wait before the split refuses to accept intraflowed calls.
If a secondary split is not a main split as well, you don’t need to set a
threshold for that split.
Pressing
[ F3 ] (labeled “Call Flow”) on the Configuration screen selects the
Configure Call Flow screen shown below. All-Ring operation can also be
administered from this screen.
4-14 Building or Editing Shift Configurations