AT&T 555-230-520 manual Bcms Interactions

Call Vectoring Commands

Split calls are also shown in the standard reports according to the final disposition of the call.

Calls that route over an ISDN trunk are Look-Ahead Interflow calls. When a call attempts to ‘‘route to’’ an ISDN trunk (Look-headA Interflow), the LOOKATTEMPTS database item is tracked and reported as ‘‘Look-Ahead Interflow Attempts.’’ If the call successfully routes, LOOKFLOWCALLS/LOOKFLOWTIME are tracked and reported as ‘‘Look-Ahead Interflow Completions.’’ Interflow always occurs whenever the with coverage yes option is in effect.

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 ACD Calls,’’ and ‘‘Avg Speed Ans.’’ If the call is also queued to other splits, OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split to which the call queues, and ‘‘Flow Out’’ is reported(unless the split turns out to be the answering split). DEQUECALLS/DEQUETIME is tracked in the second and third splits if these splits are not the answering split, and the call is reported as ‘‘Dequeued Calls’’ and ‘‘Dequeued Avg Queue Time.’’ However, if the second or third split is the answering split, INFLOWCALLS is tracked in the split, and the call is reported as ‘‘Flow In.’’

If the command directs a call to a destination, 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.

A call abandoned after the command routes the call to a station or an attendant is tracked in the VDN tables as ABNCALLS/ABNTIME.

R2 CMS: Calls that ‘‘route to’’successfully are tracked as OUTFLOW and reported as ‘‘Flow Out.’’ Thevector and VDN tables are not credited with an answer or abandon for calls that route to a split. VECTIME is recorded for the vector, and it is reported as ‘‘Avg Time inVector.’’

Calls that ‘‘route to’’ a split are tracked as INFLOW and reported as ‘‘Flow In’’.

Calls that ‘‘route to’’ a trunk arerackedt as ROUTEDCALLS/ROUTEDTIME, but they are not shown on standard reports.

BCMS Interactions

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

A-76Issue 4 September 1995