Lucent Technologies 555-230-024 manual Intraflow and Interflow, Look-Ahead Interflow

Call Center Features

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

555-230-024 Issue 5 January 1998 A-37