Interflow vs overflow.

[hhallett]

We have a new 3300 ICP.

I programmed 3 ACD queues additional to our original one. The original one has no interflow assigned and overflows to an offsite call center.

Management wants the 3 additional queues to interflow to voice mail, overflow to original 1st queue, but to not then overflow to the offsite call center if none of the agents in the 1st queue answer.

If I put interflow for the additional queues as voice mail and overflow for them as the original queue, will calls that overflow to the original queue but that still aren't answered eventually go to voice mail or to the offsite call center?


Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[Waldosworld]

You did not mention if this is ACD Express or ACD 2000.

Either way.
Overflow if path unavailable? Directs the calls out of the path to the answer point when no agents are logged in or present.
Overflow 1-3 Agent Skill Group ID will direct the calls to that group of agents if the group for the agents specified in the path programming are logged in but not available.
Interflow allows the callers to be exit out of the path after a specified period of time to the directory number specified.

 

[kwbMitel]

Overflow = remain in queue and continue to queue for original Agent group but check if agents are available in an additional agent group.

Interflow = Stop queueing for for the current group and go elsewhere.

If your calls interflow to VM, they are no longer queued and nothing more can be done with them unless they are queued again

**********************************************
What's most important is that you realise ... There is no spoon.

 

[LoopyLou]

Same applies to the after hours answer service. If overflow to a new queue they follow the settings of that queue.

The beatings will continue until morale improves.