Interactions Between Call Vectoring/EAS and

BCMS/CMS

BCMS/CMS Tracking in a Call

Vectoring Environment

Tracking is the identifying of various call flows and other actions relevant to call handling. For our purposes, there are three classes of call flows: split flows, VDN flows, and vector flows. Also, we are most concerned with tracking in the Call Vectoring environment. The specific types of call flows and actions in this environment that are tracked by BCMS/CMS include the following:

Inflows (flow ins)

Outflows (flow outs)

Dequeues

Abandons

Answers

Busies

Disconnects

The split supervisor can use VDN and vector flows to evaluate how effective vector programming is at the site in question. The supervisor can use split flows to determine the manner in which the splits at the site are handling incoming telephone calls.

Defining and Interpreting Call Flows

The manner in which specific call flows are defined and interpreted depends upon the call flow class in question, the management system in effect, and the version of the DEFINITY switch being used. Management systems include R3 CMS, R2 CMS, and BCMS.

The following sections define and interpret specific call flows according to these parameters.

Answered and Abandons

The most important tracking items for most VDNs and vectors are the number of calls answered and the number of calls abandoned. R3 CMS provides VDN profiles that show when calls are answered and abandoned. Ten service level intervals are administered for these profiles. These intervals can have smaller time intervals around the time most calls are answered and when most call abandon to get more detailed information.

This data can be used to determine what an acceptable service level is for most callers. The percentage answered within the administered acceptable service level is also shown on the Call Profile reports. For VDNs, the calculation is ACD calls answered and nonACD calls connected within the service level divided by calls offered to the VDN (including calls that inflow to the VDN).

F-2Issue 4 September 1995

Page 348
Image 348
AT&T 555-230-520 manual BCMS/CMS Tracking in a Call Vectoring Environment, Defining and Interpreting Call Flows