BCMS/CMS Tracking in a Call Vectoring Environment

Split Inflows, Outflows, and Dequeues

The following sections discuss the various split flow types vis-a-vis R3 CMS, R2 CMS, and BCMS.

R3 CMS and BCMS Standards

R3 CMS and BCMS are grouped together because both of these systems interpret two split flow types identically. These flows include inflow and outflow. However, whereas R3 CMS interprets another split flow type, namely dequeue, BCMS does not do so because this system does not have a dequeue tracking item. This means that in a situation where R3 CMS tracks a dequeue, BCMS does not because it is unable to do so.

Before we detail how R3 CMS and BCMS interpret split flows, we should discuss the term primary split, since this concept plays a significant role in tracking. Primary split is defined as the first split in a VDN to which a call actually queues or at which the call is connected to an agent. Therefore, this split is not necessarily the first split referenced in the vector.

Another split becomes the primary split if either of the following events occur:

Call cannot queue to the originally-targeted split because the split has no queue slots available.

Call leaves the VDN (via a route to VDN command, for example) and is queued to another split as a result.

If the call leaves vector processing and does not queue to another split (as a result of a route-toextension command, for example), there is no new primary split.

Issue 4 September 1995 F-5

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AT&T 555-230-520 manual Split Inflows, Outflows, and Dequeues