AT&T 555-230-520 manual CMS Interactions

queue-to main split (skill)

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

No COR checking is carried out when a queue-to main step places a call to a split (skill).

CMS Interactions

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

Split (skill) calls are reported in the standard reports according to the final disposition of the call.

The presence of the command in a vector enables the calls that are 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 (skill) 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’’ isreported (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 AvgQueue 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.’’

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 banA 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 ‘‘Dequeued Calls’’ and ‘Dequeued AvgQueue Time.’’

R2 CMS: queue-to main split (skill) calls are shown in the standard reports according to the final disposition of the call.

An ACD call directed via the command and subsequently answered is tracked as ANSWERED/ANSDELAY and ACDCALLS. The call is reported as ‘‘No. ACD Calls,’’ ‘‘No. Calls Ans,’’ and ‘‘AvgeedSp Ans.’’ If the call is also queued to other splits (skills), OUTFLOW is tracked in these splits (skills), and the call is reported as ‘‘Flow Out.’’ Calls directed via the command are tracked as ANSMAIN, and they are reported as ‘‘No. Calls Ans in Main.’’

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 currently queued. The call is reported as ‘‘No. Aban Calls’’ and ‘‘Avg Aban Time.’’ If theallc is also queued to other splits (skills), OUTFLOWCALLS/OUTFLOWTIME is tracked in these splits (skills), and the call is reported as ‘‘Flow Out.’’

Issue 4 September 1995 A-67