AT&T 555-230-520 manual Table F-5 Tracking for Abandoned Calls Split Tracking

BCMS/CMS Tracking in a Call Vectoring Environment

Comments:

■R3 CMS: Outflow is tracked in split 1 because the call is answered by an agent in another split to which the call is queued (that is, split 2). Although the call is obviously removed from split 1 after it is answered in split 2, dequeue is not tracked in split 1 because split 1 is the primary split. Inflow is tracked in split 2 because the call is answered in this split and the split is not the primary split. Dequeue is tracked in split 3 because the call is removed from the split without being answered there. When the call is removed from split 3, outflow is not tracked in split 3 because this split is not the primary split.

■BCMS: Follows the same scheme as R3 CMS except for the dequeue tracking.

■R2 CMS: Outflow is tracked in splits 1 and 3 because the call is dequeued from these splits without being answered there.

Call Abandoned. The following scenario involves a call abandoned by the caller. The scenario is as follows:

1.Call comes into a VDN whose vector queues the call to splits 1, 2 and 3.

2.Call is abandoned.

Here’s the tracking table for this scenario:

Table F-5.	Tracking for Abandoned Calls
			Split Tracking
		1	2	3
R3 CMS		abandon	dequeue	dequeue
BCMS		abandon
R2 CMS		abandon	outflow	outflow

Comments:

■R3 CMS: Abandon is tracked in split 1 because this split is the primary split. Dequeue is tracked in splits 2 and 3 because the call is dequeued from these splits without being answered in either split.

■BCMS: Abandon is tracked in split 1 because this split is the primary split. Tracking is not recorded in splits 2 and 3 because no dequeue tracking item is available.

■R2 CMS: Abandon is tracked in split 1 because this split is the primary split. Outflow is tracked in splits 2 and 3 because the call is dequeued from these splits without being answered in either one of the splits.

Issue 4 September 1995 F-9