AT&T 555-230-520 manual Backupcalls

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The command is considered a call acceptance vector command whenever one of the following is true:

■Call terminates to an agent.

■Call queues to a split (skill).

The call is considered a neutral vector command when the call neither terminates nor queues.

No COR checking is carried out when a check-backupstep places a call to a split or skill.

CMS Interactions

Calls answered via the check-backup command are indicated as answered by backup in CMS.

R3 CMS: Calls queued via a check-backup split (skill) command are tracked as CALLSOFFERRED and LOWCALLS/MEDCALLS/HIGHCALLS/TOPCALLS.

The presence of the command in a vector enables the calls serviced by the vector to be vector-directed. When such a call is answered by an agent, the call is tracked as ACDCALLS/ANSTIME, and it is reported as “ACD Calls,” “Split ACD Calls,” and “Avg Speed Ans.” If the call is also queued to other splits (skills), OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split (skill) to which the call queues, and “Flow Out” is reported (unless the split (skill) turns out to be the answering split (skill)). DEQUECALLS/DEQUETIME is tracked in the second and third splits (skills) if these splits (skills) are not the answering split (skill), and the call is reported as “Dequeued Calls” and ‘‘Dequeued Avg Queue Time.’’ However, if the second or third split (skill) is the answering split (skill), INFLOWCALLS is tracked in the split (skill), and the call is reported as ‘‘Flow In.’’

Whenever the call is answered in a split (skill) accessed by the check-backup split command, the BACKUPCALLS data base item is incremented, and the call is reported as ‘‘Calls Ans in Backup’’ and ‘‘Calls Handled/Backup.’’ The ‘‘Calls Ans in Main’’ report item is calculated by using the algorithm ACDCALLS -

BACKUPCALLS.

If the call abandons after the command queues the call to a split (skill), ABNCALLS/ABNTIME is tracked for the vector, the VDN, and the first split (skill) to which the call is queued. The call is reported as ‘‘AbanCall’’ and ‘‘Avg Aban Time.’’ If the call is also queued to other splits (skills), DEQUECALLS/DEQUETIME is tracked in these splits (skills), and the call is reported as ‘‘DequeuedCalls’’ and ‘‘Dequeued Avg Queue Time.’’ R2 CMS: An ACD call that is directed via the command and that is subsequently answered is tracked as ANSWERED/ANSDELAY and ACDCALLS. The call is reported as ‘‘No. ACD Calls,’’ ‘‘No. Calls Ans,’’ and ‘‘AvgpeedS Ans.’’ If the call is also queued to other splits (skills), OUTFLOW is tracked in these splits (skills), and the call is

Issue 4 September 1995 A-29