What does Overflow, Intraflow, Interflow mean in ACD routing?

[startryst]

Thanks

[yogeswar]

Hi,

As per Call Center terms...

Interflow: Calls that flow out of the ACD to another site, a voice mail system, or telephone number that is not part of the ACD environment. When an ACD group cannot handle all the calls coming in, the call can be manually or automatically inter-flowed to another site. This feature allows calls to be rerouted to a predefined destination

Through ICD scripting, you can achieve the same as...

---> Select Resource

-------->Connected

-------->Queued

------------> Call Redirect(to Unity Mail Box / another routepoint / another extension etc)

Intraflow/Overflow: Calls that flow between agent groups within an ACD. Typically, it is based in an effort to balance workload and minimize caller delay.

E.g : Route calls based on Contacts waiting in particular CSQ.

Check for total contacts in a particular CSQ :

Step : Get Reporting Step

set the Get Reporting step properties as follows Report object : CSQ ICD

Field : Contacts Waiting

Row Identifier : String variable that holds the value of CSQ

Statistic Variable : Integer variable that holds the resultant value of total contacts waiting in queue(Say X).

Script flow for checking overflow condition :

Label1:

---->Select Resource(CSQ1)

------------>Connected

------------>Queued

--------------------->Get Reporting Statistic(Contacts waiting from CSQ ICD CSQ1)

--------------------->If(X > n)then

---------------------------->True

-------------------------------->Select Resource(CSQ2)

-------------------------------------->Connected

-------------------------------------->Queued

------------------------------------------->Queue Treatment steps

----------------------------->False

----------------------> Go to Label1

Note :

1. n is an integer variable that holds the overflow value(user definable).

2. Similarly you can choose any condition say

a. Number of agents logged into particular CSQ

b. Expected wait time in Queue.

etc

Regards

Yogi

[yogeswar]

I would like to add some more information on Overflow...

Overflow- Calls that flow from one group to another group or from one site to another. It is the superset of intraflow.

Regards

Yogi

[startryst]

Thanks very much!

So you mean the intraflow can route call from one groug to another group in one ACD, but overflow can route call from one site to another addtionally

Does the route call from one site to another means routing between two ACD systems? If so, how does IPCC Express achieve this?

Thanks for your kindly helping!

[yogeswar]

Hi,

Yes, intraflow can route call from one group to another group in one ACD and overflow can route call from one site(one ACD to another) to another site addtionally.

In IPCC Express, currently we have the concept of routing calls from one agent group(CSQ) to another. Hence we have total intraflow concept and part overflow concept.

Regards

Yogi

[startryst]

So,you mean Interflow=Overflow???

According to your reply, I realized the routing call strategy is two:first,routing call between CSQ within one ICD(one IPCC Express);second,routing call between two ICD(two IPCC Express) and these strategy use "Redirect Step" to accomplish,am I right?

So the concept here will be Interflow=Overflow=two routing strategy, and Intraflow=routing between CSQ within one ICD(one IPCC Express),right?

[startryst]

Or anyother else you can explain what is difference between Interflow and Overflow.Thanks

[yogeswar · Accepted solution]

Hi,

There are three routing methods...

Interflow- Calls flow out of the ACD to another site(not an ACD), a voice mail system, or telephone number(PSTN) that is not part of the ACD environment. The same is achieved using Call Redirect step in IPCC Express.

Intraflow- Calls flow from one agent group to another i.e from one csq to another within same ACD. Q:Intraflow=routing between CSQ within one ICD(one IPCC Express),right?

Ans:Yes.

Overflow :

a. Calls flow from one CSQ to another within same ACD.

b. Calls can flow from once ACD to another ACD.

Currently IPCC express supports only step a and not step b. Thats why I responded saying partial overflow concept is supported in IPCC Express.

Interflow is not same as Overflow.

Hope you are clear now.

Regards

Yogi

[startryst]

Very clear.Thanks a lot!

[startryst]

Can I use Call Redirect Step to redirect call to another IPCC Express Number?

Since IPCC Express Call Redirect can redirect a call to another number, I guess this number may can be another IPCC Express JTAPI trigger,right?

If I do so, what will be the impact? will be two historial report record only?

[yogeswar]

Hi,

Do you mean redirecting call from one routepoint to the other within same IPCC express? If so Yes. In that case you have to put "Set Contact Info" step in the sucessful branch of redirect step and mark the same as handled.

Refer the step refernce guide for more info...

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/step.pdf

Similarly you can redirect the call to an external number provided CCM allows the same.

Regards

Yogi

[startryst]

No, I mean redirecting call from one IPCC Express to another IPCC Express,two IPCC Express,not redirecit within IPCC Express

[yogeswar]

Hi,

Both IPCC express pointing to same CallManager? In that case, I feel it should work.

Regards

Yogi

[startryst]

yes, point to the same CM,if it works, can we call it Overflow?