AT&T 555-230-520 Lookahead Interflow, When a agent is available Split Queueing time of 5 minutes

Improving Performance

Table M-2compares the relative processing cost of the three examples by looking at the approximate number of vector steps executed while processing the call. Assumption is that the first announcement is 3 seconds long and the second announcement is 4 seconds long.

Table M-1. Approximate Number of Vector Steps Executed

for the Audible Feedback Examples

	Example in	Example in	Example in
	Figure M-1	Figure M-2	Figure M-3
when a agent is available in	1	1	1
split 1
queueing time of 5 minutes	70	15	9

When a call is queued for 5 minutes, the amount of vector steps drops dramatically when the amount of time between announcements is increased (Figure M-2),and drops even more when a second announcement is added, and the amount of time between announcements is increased again (Figure M-3).When an agent in split 1 is immediately available to answer the call, there is no difference in the amount of vector steps for the three examples.

Lookahead Interflow

Recommendation: Add a wait period between successive lookahead interflow attempts and make the waiting period as long as feasible.

The example in Figure M-4continuously attempts a lookahead interflow as long as the call is in queue or until a lookahead attempt succeeds.

1.queue-to main split 1 pri l

2.announcement 3000

3.wait-time 20 seconds hearing music

4.route-to number 93035555555 cov n if unconditionally

5.goto step 4 if unconditionally

Figure M-4. Example Vector

M-4Issue 4 September 1995