Improving Performance

Other Examples

After Business Hours

Recommendation: Test to see if the destination resources are available (such as during business hours) before queuing.

The example in Figure M-10queues calls to a hunt group regardless of the time of the call. When the call is made after business hours, the announcement is repeated until the caller hangs up.

1.queue-to main split 1

2.announcement 5000

(“All agents are busy. Please hold.”)

3.wait-time 120 seconds hearing music

4.announcement 5001

(“All agents are still busy. Please continue to hold.”)

5. goto step 3 if unconditionally

Figure M-10. Example Vector

The example in Figure M-11tests for business hours before queuing the call. If the call is made after business hours, an announcement informs the caller of the business hours and the call is terminated.

1.goto step 7 if time-of-day is all 17:00 to all 8:00

2.queue-to main split 1

3.announcement 5000

(“All agents are busy. Please hold.”)

4.wait-time 120 seconds hearing music

5.announcement 5001

(“All agents are still busy. Please continue to hold.”)

6.goto step 4 if unconditionally

7.disconnect after announcement 5001

(“Business hours are 8:00 AM to 5:00 PM, Please call back then.”)

Figure M-11. Example Vector with Improved Performance

In the first example, unnecessary processing occurs when a call is queued after business hours and the call is terminated only when the caller hangs up. As shown in the second example, it is more economical to test for business hours before queuing a call.

M-8Issue 4 September 1995

Page 424
Image 424
AT&T 555-230-520 manual Other Examples, After Business Hours