AT&T 555-230-520 manual Requirements, Examples

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Requirements

Basic Call Vectoring software must be installed, and the split (skill) involved must be vector-controlled. Also, skills replace splits only if Expert Agent Selection (EAS) is optioned. The conditions “rolling-asa” and “expected-wait” are only available if the “Vectoring (G3V4 Advanced Routing)” customer option is enabled.

Examples

check-backup split 22 pri h if unconditionally

check-backup split 11 pri l if available-agents > 5 check-backup split 11 pri t if calls-queued < 5 check-backup skill 2nd pri m if staffed-agents > 5 check-backup skill 25 pri l if oldest-call-wait < 60 check-backup skill 12 pri l if rolling-asa < 50 check-backup skill 10 pri m if expected-wait < 20

Operation

The check-backup split (skill) command checks the status of a split (skill) for possible termination of the call to that split (skill). When termination is not possible, queuing at the specified priority is attempted. Termination and/or queuing are attempted if the split (skill) meets certain conditions specified as part of the command.

The command is customized to check for and/or respond to specific conditions. For example, the command can queue/terminate unconditionally. The command can also queue/terminate if any of the following is true:

■Number of available agents is greater than the threshold value.

■Number of staffed agents is greater than the threshold value.

■Number of calls queued for a specified priority level or higher is less than the threshold value.

■Oldest call waiting in queue at the specified priority level or higher has been waiting less than the threshold value, which is expressed in seconds.

■Rolling average speed of answer is less than the threshold value, which is expressed in seconds.

Issue 4 September 1995 A-27