Call Vectoring Commands

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.’’

Finally, if the command directs a call to a split (skill), the BACKUPCALLS database 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.

A call abandoned after the command routes the call to a station or to an attendant is tracked as ABNCALLS/ABNTIME for the messaging split (skill) and in the VDN/vector tables.

R2 CMS: Calls that go to a messaging split (skill) are tracked as OUTFLOW in the split (skill), vector, and VDN tables. The messaging split (skill) also receives an INFLOW. The calls are shown as ‘‘Flow Out’’ and ‘‘Flow In’’ instandard split (skill) reports. VECTIME is recorded for the vector and reported as ‘‘Avg Time in Vector.’’

BCMS Interactions

A call advanced to another position via the command is tracked as an ‘‘outflow’’ in the VDN Report.

A-64Issue 4 September 1995

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AT&T 555-230-520 manual Bcms Interactions