AT&T 555-230-520 manual R3 CMS Standards, R2 CMS Standards

Differences in Defining/Interpreting Split Flows

R3 CMS Standards

The following tables illustrate how split flows that occur in the G1/G3 and G2 versions of the switch are interpreted vis-a-vis R3 CMS:

Table E-8. R3 CMS Standards for Interpreting Split Flows

Flow Type	Switch Version	Interpretation
Inflow	G1/G3 with	Calls answered by a split other than a
	vectoring	primary split.
		NOTE: A primary split is the first split to
		which a call queues.
	G2/traditional ACD	Calls that intraflow from one split’s queue
		to another split’s queue (that is, calls that
		queue to a split after having been
		previously queued to another split).
Outflow	G1/G3 with	Calls that are dequeued from a primary
	vectoring	split via a route to or messaging split
		command, or by being answered by an
		agent in another split to which the call is
		also queued.
	G2/traditional ACD	Calls that are taken out of a split’s queue
		and then sent to another destination.
Dequeue	G1/G3 with	Calls that are dequeued from any split
	vectoring	other than the primary split in a VDN.
	G2/traditional ACD	(Not used.)

When a call is not answered [due to a(n) outflow, abandon, busy, or disconnect], the call’s disposition is tracked for the primary split. On R3 CMS, the other splits to which the call is queued tracks a dequeue when the call outflows, abandons, is given busy treatment, or is disconnected.

If the primary split in a VDN is unmeasured, a(n) outflow, abandon, busy, or disconnect is not tracked for the call. Also, an answer is not tracked if the call is answered by an agent in the primary split.

R2 CMS Standards

For single split queuing, R2 CMS tracks split inflows and outflows according to the definitions provided in the previous section for ‘‘G2/traditional ACD.’’

However, when multiple split queuing is involved, a call can look like two or three separate calls to R2 CMS. As a result, if a call is queued to multiple splits and is then answered by an agent in one of these splits, an inflow is not tracked in R2 CMS. However, if a call is requeued to one or more splits (via a route to

Issue 4 September 1995 E-11