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Call Vectoring Commands
A-64 Issue 4 September 1995
The presence of the command in a vector enables the calls serviced by the
vector to be vector-directed. When such a call is answered by an agent, the call
is tracked as ACDCALLS/ANSTIME, and it is reported as ‘‘ACD Calls,’’ ‘‘Split
ACD Calls,’’ and ‘‘Avg Speed Ans.’’
Finally, if the command directs a call to a split (skill), the BACKUPCALLS
database item is incremented, and the call is reported as ‘‘Calls Ans in Backup’’
and ‘‘Calls Handled/Backup.’’ The ‘‘Calls Ans in Main’’ report item is calculated
by using the algorithm ACDCALLS - BACKUPCALLS.
A call abandoned after the command routes the call to a station or to an
attendant is tracked as ABNCALLS/ABNTIME for the messaging split (skill) and
in the VDN/vector tables.
R2 CMS: Calls that go to a messaging split (skill) are tracked as OUTFLOW in
the split (skill), vector, and VDN tables. The messaging split (skill) also receives
an INFLOW. The calls are shown as ‘‘Flow Out’’ and ‘‘Flow In’’ in standard split
(skill) reports. VECTIME is recorded for the vector and reported as ‘‘Avg Time in
Vector.’’
BCMS Interactions
A call advanced to another position via the command is tracked as an ‘‘outflow’’
in the VDN Report.