Enhanced Interflow

Call Interflow is enhanced to provide Interflow mode automatically from source queues without using the Enable Interflow key. This

enhancement also monitors calls after evaluating the Interflow destination. If a busy condition is encountered, then there are two possible treatments. Only one of these treatments is presented to a call:

Busy Tone Returned Link to the Source Queue

Calls from high priority trunks are put in the high priority queue. All other calls are put in the non-priority queue. Once in a queue, calls are allowed to receive RAN, music and other options as defined for the source queue.

Enhanced Interflow operates in three steps. As long as the Intefflow DN (IFDN) for the source queue is another ACD DN, the system can send Interflow calls to another queue for a total of three ACD However, if all three are in the Night mode or Interflow state, the call is placed in the source queue. See Figure 6.

Respond to the BUSY prompt in LD23 to treat the following call types. Internal

Attendant

DID/Tie Trk

Figure 8 Levels

New call arrives source ACD DN in

Inter-flow state

Place in source queue.

Give treatment defined for source ACD DN.

Try to terminate on trunk, station, or attendant interflow DN. Terminate as specified . Terminate on interflow DN. Terminate on Interflow Third level in I

V

Place in source queue.

Call type (originating)

Attendant I CO trunk

Telephone trunk

Telephone Busy tone Busy tone, link to Link to source Busy tone, link to

Source queue queue source queue

Busy, or Link to Source are defined for these four call types. calls always Link to Source because they cannot return answer supervision. Figure 7 defines the treatments, based on call type, for IFDN destinations available to incoming calls.

Figure 7

Treatment by Call Type when the is unavailable

Attendant Busy tone Link to source queue

Link to source queue

Busy tone, link to source queue A C D D N Busy tone, link to Busy tone, link to Link to source

source queue source queue queue Trunk Busy tone Busy tone, link to Link to source

source queue queue N A R S Busy tone Link to source Link to source

queue queue

Invalid DN Link to source Busy tone, link to Relink to source

queue source queue queue

Feature interactions

Busy tone, link to source queue Busy tone, link to source queue Busy tone, link to source queue Link to ACD source queue

ACD Night Call Forward If the Night Call Forward (NCFW) number is

another ACD DN in the Interflow state, the call is sent by Intefflow mode to the next level. If the call has already been sent to the third level, it waits until the NCFW DN queue is available. When room is available in the queue, the call is placed in the NCFW queue.

route selection An Access Code for AN1 trunks can be set as an

Interflow treatment destination.

Attendant extension The attendant can only extend calls to a queue in

Interflow when the Interflow treatment is link to the source queue.

Attendant Overflow Calls that are given Intefflow or Night Call Forward treatment to an attendant can be answered.

Class of Service restrictions If the IFDN is trunk restricted from the call

originator, the call is returned to the source queue instead of receiving an overflow or busy tone.

DO Not Disturb (DND) If the attendant has activated DND on the IFDN

telephone, and its Hunt are busy, the call receives Interflow treatment as if the IFDN were busy.

Invalid If the IFDN for the source queue is invalid, error code ERR4277

is output and the call is linked back into the source queue. For definitions of the error codes that are output, refer to input/output guide (553-3001-400).

Network Ring Again (NRAG) If the Interflow treatment defined links calls

back to the source queue, the NRAG call is not allowed to ring again.

Automatic Overflow A call that is subject to the Interflow treatment, but is

returned to the source queue instead, cannot be treated with the Automatic Overflow treatment to a target ACD DN.

Ring Again (RGA) Internal calls treated with the Interflow treatment from an

internal telephone are allowed to ring again to the IFDN. If the IFDN is an Attendant in Night Service, then the internal telephone can ring again to IFDN.

TGAR restrictions If the IFDN is subject to restrictions, the

call is linked to the source queue instead of receiving an overflow tone.

Time Overflow A call that has interflowed to another ACD queue can be

returned to the source queue based on the source queue’s Time Overflow Timer (TOFT). The call is eligible to be answered by an agent in the source queue, or the target queues specified as Overflow (OVDN).

Trunk Group Busy If the IFDN is a Route Access Code and all trunks in the

route are busy, calls transfer to the attendant. If the IFDN is a access code, and any one route is Attendant Busied, calls transfer to the attendant.

DNIS information is passed to the Interflow destination.

Operating parameters

Busy trunk conditions apply only to internal trunks on the same switch as the source ACD DN.

The for DISA calls are not supported by a Call Interflow treatment or its enhancements.

If the programmed IFDN is not an ACD DN, then calls that Interflow cannot transfer back to the source queue while it is in interflow state.

The DN for a Release Link Directory Number (RLDN) is not supported by a Call Interflow treatment, or its enhancements.