Constructing a Vector: One Approach
Issue 4 September 1995 2-11
a
medium
priority instead o f a
low
priority, which is assigned if the call is queued
by the
queue-to main split
command in Step 1. It is a good practice to raise the
priority level in subsequent queuing steps in order to accommodate callers who
have been holding the line for a period of time. (We could have even assigned a
high
priority instead of just a
medium
priority in Step 5.)
The
calls-queued
condition is one of seven c onditions that can be included in the
check-backup split
command. The other conditions are
unconditionally, average
speed of answer (rolling-asa), available agents, staffed agents, expected wait
time
and
oldest call waiting
. Some of these conditions are only available with
G3V4 and later releases; see Appendix L, "V4 Feature Availability" for
information. As is true for the
queue-to main split
command, the
check-backup
split
command can queue a call at one of four priorities:
low, medium, high
or
top
.
We are including a queuing step within the loop, thus giving the call repeated
opportunit ies to queue (if necessary). The call queues to split 7 only once.
Phase 5: Checking the Q ueue Capacity
It is a good practice to check the main s plit queue for the num ber of calls already
queued before allowing another call to queue to the split. The reason for this is
that there is a limited number of queue slots assigned to each split. The number
of such slots assigned to each split is defined in the queue length field on the
hunt group screen. A call that attempts to queue to a split with no available
queue slots cannot be queued to that split and, accordingly, the
queue-to main
split
command fai ls. Vec tor processing would then continue with the next vector
step. The following vector contains provisions for checking queue capacity: