AT&T 555-230-520 manual Operation Details for the Route-to Command

Contents

Answered and Abandons		F-2
Busies and Disconnects		F-3
VDN Inflows and Outflows		F-3
R3	CMS and BCMS Standards	F-4
Vector Inflows and Outflows		F-4
R3	CMS Standards	F-4
Split Inflows, Outflows, and Dequeues		F-5
R3	CMS and BCMS Standards	F-5
R2	CMS Standards	F-6
Examples of Split Flow Tracking		F-7
Evaluating Split Performance		F-12

■Using BCMS/CMS Reports to Evaluate

Call Vectoring Activity	F-14
CMS Reports	F-14
BCMS Reports	F-15
■ Using CMS in an EAS Environment	F-16
Tracking Entities	F-16
Agents and their Skills	F-16
Direct Agent Calls	F-16
Non-ACD Calls	F-17
VDN Skill Preferences	F-17

G	Operation Details for the Route-to Command	G-1
	■ Introduction	G-1

H	Detailed Call Flow for Converse—VRI Calls		H-1
	■	Introduction	H-1
	■	Converse Call Placement	H-2
	■	Data Passing	H-3
	■	VRU Data Collection	H-6
	■	Script Execution	H-7
	■	Data Return	H-7

Issue 4 September 1995 xvii