AT&T 555-230-520 manual Queuing Calls to ACD Splits, Multiple Split Queuing

Functions and Examples

■Leaving recorded messages

■Sending calls to a vector-programmed number (that represents an internal or external destination)

■Routing calls to a Feature Access Code that will activate Service Observing

■Adjunct Routing

The following sections discuss these routing procedures (except for adjunct routing, which is fully described in Chapter 9).

Queuing Calls to ACD Splits

Calls that come into the Call Vectoring system can be queued to a maximum of three ACD splits. Two commands are used to queue calls to splits.

The queue-to main split command queues a call unconditionally. The command sends a call to a split and assigns a queuing priority level to the call in case all agents are busy.

The check-backup split command conditionally checks the status of a split for possible termination of the call to that split. The command either connects the call to an agent in the split or puts the call into the split’s queue (at the specified priority level) if the condition specified as part of the command is met.

Multiple Split Queuing

The term multiple split queuing refers to the queuing of a call to more than one split at the same time. The following vector helps to illustrate this process.

1.goto step 4 if calls-queued in split 1 pri l >= 10

2.queue-to main split 1 pri t

3.wait-time 12 seconds hearing ringback

4.check-backup split 2 pri m if calls-queued < 5

5.check-backup split 3 pri m if calls-queued < 5

6.announcement 3001

7.wait-time 50 secs hearing music

8.goto step 4 if unconditionally

Figure 4-10. Multiple Split Queuing

To avoid completing vector processing without queuing the call to a split, it is always good practice to check a split’s queue before queuing to that split. If the queue is full, alternate treatment (such as queuing to an alternate split) should be provided. In this vector, if the main split’s queue (which has 10 queue slots) is full, the goto step command in Step 1 skips the main split and goes directly to

Issue 4 September 1995 4-11