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Issue 4 September 1995
A-27
Requirements
Basic Call Vectoring software must be installed, and the split (skill) involved must
be vector-controlled. Also, skills replace splits only if Expert Agent Selection
(EAS) is optioned. The conditions “rolling-asa” and “expected-wait” are only
available if the “Vectoring (G3V4 Advanced Routing)” customer option is
enabled.
Examples
check-backup split
22
pri
h
if unconditionally
check-backup split
11
pri
l
if available-agents >
5
check-backup split
11
pri
t
if calls-queued <
5
check-backup skill
2nd
pri
m
if staffed-agents >
5
check-backup skill
25
pri
l
if oldest-call-wait <
60
check-backup skill
12
pri
l
if rolling-asa <
50
check-backup skill
10
pri
m
if expected-wait <
20
Operation
The
check-backup split (skill)
command checks the status of a split (skill) for
possible termination of the call to that split (skill). When termination is not
possible, queuing at the specified priority is attempted. Termination and/or
queuing are attempted if the split (skill) meets certain conditions specified as
part of the command.
The command is customized to check for and/or respond to specific conditions.
For example, the command can queue/terminate unconditionally. The command
can also queue/terminate if any of the following is true:
■ Number of available agents is
greater than
the threshold value.
■ Number of staffed agents is
greater than
the threshold value.
■ Number of calls queued for a specified priority level or higher is
less than
the threshold value.
■ Oldest call waiting in queue at the specified priority level or higher has
been waiting
less than
the threshold value, which is expressed in
seconds.
■ Rolling average speed of answer is
less than
the threshold value, which is
expressed in seconds.