AT&T 555-230-520 manual 12Issue 4 September

Basic Call Vectoring

step 4 to check the backup splits. Although calls are queued in Step 2 at a top priority, a low priority is specified in step 1 so that calls in queue at all priority levels are counted. If there are 10 or fewer calls in the main split, control is passed to Step 2, where the queue-to main split command queues the call to split 1. Once the call is queued, vector processing continues at the next step.

Step 4 contains a check-backup split command. (Recall that in the last paragraph we mention that this step is branched to if the main split queue is holding 10 or more calls.) If the call is not answered by the time Step 4 is reached, the check-backup split in the step attempts to queue the call to a second split. Specifically, the command first determines whether there are fewer than 5 calls queued to split 2. If so, the command then attempts to connect the call to an agent in the split. If such a connection cannot be made, the command puts the call into the split’s queue (at the specified priority level). Vector processing then continues at the next step. On the other hand, if there are 5 or more calls queued to split 2, the command fails, and vector processing continues at Step 5.

Step 5 contains another check-backup split command and, accordingly, the process described in the previous paragraph is repeated, with one difference: the queuing attempt is made to split 3 instead of to split 2.

Except for the condition check, the circumstances under which the check- backup split command cannot queue a call are identical to those for the queue- to main split command.

Finally, note that whenever a call is queued to a backup split, the call remains queued to the main split and/or to another backup split (if already queued to either or both of these splits). Once the call is answered in a split to which it is queued, the call is automatically removed from all the other split(s) to which it is also queued.

NOTE:

The check-backup split, queue-to main split, and converse-on commands can access only those splits that are “vector-controlled.” A split is considered “vector-controlled” if yes is entered in the Vector field of the Hunt Group Administration Screen.

4-12Issue 4 September 1995