Interflow is often referred to the
number of calls taken out of a queue and directed to another queue, which can
be either internal or external, by the interflow technique. During excess
traffic periods, the supervisor redirects incoming Automatic Call Distributor (ACD) calls
to other pre-designated ACD queue. The Interflow (ENI) key permits the
supervisor to redirects the call. One should note that this number does not
take account of Time Overflow calls. In the scenario, where a call is Night
Forwarded, then it is considered as an Interflow for the source ACD line in the
As per the terminology used in both inbound and outbound call centers, calls that flow out
of the Automatic Call Distributor (ACD) to other sites, like voice mail system
or telephone numbers that are not a part of the ACD environment are called
Interflow calls. When an ACD team is unable to handle heavy influx of incoming calls,
the calls are inter-flowed, either manually or automatically, to another site.
This feature permits calls to be re-directed to a pre-defined terminus.
There are specially designed networks to inter-flow calls. Such, networks are step-up from straight percent allocation and inter link individual sites that allow calls presented to one site to be queued at other sites. As conditions permit, calls can be transferred from an original site to a secondary site. The criteria that define what call or how calls are interflowed cover things like availability at sites and types of calls that are handled.