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Call Center Features
Issue 5 January 1998
A-37555-230-024
Intraflow and Interflow
Intraflow and Interflow allow you to redirect ACD calls from one split to another
split. Intraflow redirects calls to other splits within the system using Call Coverage
or Call Forwarding All Calls. Interflow redirects calls to an external split or location
using Call Forwarding All Calls. You can have calls redirected from one split to
another
conditionally
, according to the coverage path’s redirection criteria. For
example, you can define a split’s coverage path to automatically redirect incom-
ing ACD calls to another split when a terminal is busy or unanswered.
Look-Ahead Interflow
Balances the load of ACD calls across multiple locations. With Look-Ahead Inter-
flow, you can optionally route a call to a backup location based on your system’s
ability to handle the call within parameters defined in a vector. In turn, the backup
system can accept or deny the call also based on defined parameters.
Malicious Call Trace
Allows you to trace malicious calls. You define a group of terminal users who can
notify others in the group when they receive a malicious call. These users can
then retrieve information related to the call. Using this information, you can iden-
tify the malicious call source or provide information to personnel at an adjacent
system to complete the trace. It also allows you to record the malicious call.
Multiple Call Handling
Allows agents to receive an ACD call while other types of calls are alerting,
active, or on hold.
Queue Status Indications
Allows you to assign queue-status indicators for Automatic Call Distribution calls
based on the number of calls queued and time in queue. You can assign these
indications to lamps on agent, supervisor, or attendant terminals or consoles to
help monitor queue activity. In addition, you can define auxiliary queue warning
lamps to track queue status. On display telephones, you can display the number
of calls queued and time in queue of a split’s oldest call.
Reason Codes
Allows agents to enter a numeric code that describes their reason for entering
Auxiliary (AUX) work mode or for logging out of the system. Reason codes give
call center managers detailed information about how agents spend their time.
You can use this data to develop more precise staffing forecasting models or use