AT&T 555-230-520 manual Phase 5 Checking the Queue Capacity

Constructing a Vector: One Approach

a medium priority instead of 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-queuedcondition is one of seven conditions 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 opportunities to queue (if necessary). The call queues to split 7 only once.

Phase 5: Checking the Queue Capacity

It is a good practice to check the main split queue for the number 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 fails. Vector processing would then continue with the next vector step. The following vector contains provisions for checking queue capacity:

Issue 4 September 1995 2-11