AT&T 555-230-520 manual Split Queue Priority Levels, Agent Work Mode

Fundamentals of Call Vectoring

■Call is removed from any other queues. Announcements, music, ringback, or other audio source are also removed.

■Vector processing terminates.

Note that these actions always happen immediately, even if the caller is receiving call treatment (for example, hearing an announcement). (Call treatments are discussed later in this chapter.)

Multiple split queuing is illustrated in Chapter 4, "Basic Call Vectoring".

Split Queue Priority Levels

If a call is queued without Call Vectoring enabled, the call is tracked at one of two priority levels: Medium and High. On the other hand, if a call is queued via Call Vectoring, the call can be assigned one of four priority levels: Top, High, Medium, and Low. Within each priority level, calls are processed sequentially as they arrive. This is equivalent to a FIFO (first-in, first-out) order. A vector can be administered to queue calls at any of the four priority levels.

NOTE:

A direct agent call is always given the highest priority and, as a result, it is always delivered before a call that is directed to a split. (A direct agent call is an ACD call that is directed to a specific ACD agent rather than to any available ACD agent in the split. See "Direct Agent Calling" on page 10-28for more information.)

NOTE:

If a call is already queued to one or more splits that are currently intended to serve as backup splits, the call could be requeued at the new priority level indicated in the command step. (For further details on requeuing, see Appendix A.)

Agent Work Mode

Call Vectoring can make call management decisions according to real-time agent work modes. These states, available-agentsand staffed-agents, can appear as conditions within the check backup split and goto Call Vectoring commands (that is, the commands can check for the number of available agents or staffed agents).

For ACD splits, staffed-agentsrepresents the number of agents logged-in. Available-agentsrepresents the number of agents logged-in and ready to receive an ACD call.

For non-ACD hunt groups, staffed-agentsis synonymous with administered, since hunt groups do not have any log-in, log-out, or work modes. Available- agents is the number of agents ready to receive a hunt group call.

3-4Issue 4 September 1995