Filter
Top Products
Call Vectoring Commands
A-76 Issue 4 September 1995
Split calls are also shown in the standard reports according to the final
disposition of the call.
Calls that route over an ISDN trunk are Look-Ahead Interflow calls. When a call
attempts to ‘‘route to’’ an ISDN trunk (Look-Ahead Interflow), the
LOOKATTEMPTS database item is tracked and reported as ‘‘Look-Ahead
Interflow Attempts.’’ If the call successfully routes,
LOOKFLOWCALLS/LOOKFLOWTIME are tracked and reported as ‘‘Look-Ahead
Interflow Completions.’’ Interflow always occurs whenever the
with coverage yes
option is in effect.
The presence of the command in a vector enables the calls that are 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.’’ If the call is also queued to other splits,
OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split to which the call
queues, and ‘‘Flow Out’’ is reported (unless the split turns out to be the answering
split). DEQUECALLS/DEQUETIME is tracked in the second and third splits if
these splits are not the answering split, and the call is reported as ‘‘Dequeued
Calls’’ and ‘‘Dequeued Avg Queue Time.’’ However, if the second or third split is
the answering split, INFLOWCALLS is tracked in the split, and the call is reported
as ‘‘Flow In.’’
If the command directs a call to a destination, the BACKUPCALLS data base
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 an attendant
is tracked in the VDN tables as ABNCALLS/ABNTIME.
R2 CMS: Calls that ‘‘route to’’ successfully are tracked as OUTFLOW and
reported as ‘‘Flow Out.’’ The vector and VDN tables are not credited with an
answer or abandon for calls that route to a split. VECTIME is recorded for the
vector, and it is reported as ‘‘Avg Time in Vector.’’
Calls that ‘‘route to’’ a split are tracked as INFLOW and reported as ‘‘Flow In’’.
Calls that ‘‘route to’’ a trunk are tracked as ROUTEDCALLS/ROUTEDTIME, but
they are not shown on standard reports.
BCMS Interactions
A call advanced to another position via the command is tracked as ‘‘outflow’’ in
the VDN Report. A call answered by an attendant via the command is also
tracked as ‘‘outflow.’’