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The enable external interflow check box allows you to direct incoming e-mail to an e-mail
address.
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The external interflow address is the e-mail address the incoming e-mail is directed to.
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The hold requeue time is the length of time the e-mail message will sit in the assigned agent’s
queue before a warning is flashed to indicate that the e-mail message will soon be reassigned to
another agent’s queue if not answered.
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The interflow queue is the queue the e-mail message is directed to when it first arrives at a
company’s e-mail address.
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The interflow is the path along which the e-mail message is directed. The interflow time is the length of
time the e-mail message will wait in the queue that the interflow directed it to. If the interflow timer
expires, the call is removed from the original queue and re-directed to another answering point, such as a
trunk. This ensures the e-mail message does not go unanswered for long.
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The name is the queue name. For example, the name might be Q1.
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The node is where 6150 MCC and 6110 CCM organizes and distributes e-mail and phone calls
throughout your company. If your company is large, you might have several nodes.
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6150 MCC knows which agent answered which e-mail. If a customer has already received a
response from an agent but has further questions, the customer’s next e-mail is directed back to
the original agent. However, that agent might not be available. The non available request timeout
time is the length of time the e-mail will sit in the original agent’s queue before being forwarded
to another agent. If the non available request timeout is 60 minutes, and an e-mail is sent after
office hours, then the e-mail would, of course, be forwarded to another agent.
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The overflow agent group is the agent group that an e-mail message is forwarded to because the e-
mail message was not answered by the primary agent group within a set period of time (the
overflow time). The e-mail message is placed in the queue of the overflow agent group in addition
to keeping its place in the first queue. The first available agent in either group answers the call.