AT&T 555-230-520 manual Example 3 Using EWT to Route to Best Split

Advanced Vector Routing

Notice also that vector 202 can be used for any application requiring that the caller be notified of their remaining time in queue.

Example 3 — Using EWT to Route to the

Best Split

With EWT, you may wish to change your normal queuing strategy of queuing calls to multiple splits in order to insure the call is answered in the shortest possible time. This strategy uses additional system resources and can make it more difficult to read and analyze split reports.

Instead, you may wish to use EWT to determine up-front, which split is best for each call and avoid multiple split queuing.

In this example, there are two splits, a main split (1) and a backup split (2). Either split can service a particular type of call. It is preferable that an agent from the main split service the call. However, a 30-second maximum wait time is also desirable. The strategy in this vector is to use the backup split only if the backup split can answer the call within 30 seconds and the main split cannot.

1.goto step 5 if expected-wait for split 1 pri m <= 30

2.goto step 5 if expected-wait for split 2 pri m > 30

3.check-backup split 2 pri m if unconditionally

4.goto step 6 if unconditionally

5.queue-to main split 1 pri m

6.wait-time 12 secs hearing ringback

7.announcement 3501

8.converse-on split 18 pri m passing wait and none

9.wait-time 120 secs hearing music

10.goto step 8 if unconditionally

Figure 6-5. EWT Routing—Routing to the Best Split

Step 1 branches to Step 5 to queue to the main split if the main split can answer the call within 30 seconds. If the main split cannot answer the call within 30 seconds, Step 2 checks to see if the backup split can answer the call within 30 seconds. If it cannot, the call branches to step 5 and is queued to the main split. If it can, the call is queued to the backup split in Step 3. At this point, the call is queued either to the main or the backup split but not to both.

Steps 6 through 10 provide audible feedback to the caller while the call is in queue. Note that in Step 8, which is executed every two minutes, a VRU is used to provide the caller with his or her remaining wait time in queue.

6-8Issue 4 September 1995