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Look-Ahead Interflow Considerations
Issue 4 September 1995
C-3
is being implemented via a
route-to digits
command, the
route-to digits
command fails, and vector processing continues at the next step, which
should be a default treatment.
■ It may be prudent to take steps in case a
route-to
attendant command
fails, such as providing a disconnect announcement.
■ From time to time, all of the system’s touch-tone receivers might be in use.
As a result, you should avoid starting your main vector with a
collect digits
command, since the caller on a DID or tie trunk in this case receives no
audible feedback if he or she has to wait for a receiver to become
available. Accordingly, it is a good practice to include some treatment (for
example, a
wait-time 0 seconds hearing ringback
step) before the initial
collect digits
step.
Look-Ahead Interflow Considerations
The following are considerations you should keep in mind when working with
Look-Ahead Interflow:
■ Never interflow to a remote vector that in turn might interflow back to the
same local vector. This could cause a single call to use up
all
available
trunks.
■ The
oldest-call-wait
test condition should not be used in LAI vectors.
OCW corresponds to the very next call to be answered and, as such, this
test condition gives no information on the current state of call overload (for
example, if OCW = 30 seconds, all we know from this is that the queue
was overloaded 30 seconds ago). In place of
oldest-call-wait
, use the
EWT conditional. See "Expected Wait Time (EWT)" on page 6-2.
■ If an LAI call attempt is accepted by a step that contains a
queue-to main,
check-backup split,
or
route-to
command, there is a small but finite
interval during which the call could be answered by an agent at the
sending switch before notification of ‘‘acceptance’’ is received by the
sending switch. In this case, the caller would be connected to the agent
at the sending switch, while the agent at the receiving switch might
receive a ‘‘phantom’’ call. For this reason, you should consider using a
short
wait-time
or
announcement
step at the receiving switch to allow the
call to be accepted and taken out of queue at the sending switch. If call
acceptance is to be based on available agents, use of a
wait-time
> 0
seconds or an
announcement
is not recommended. A
wait-time
with 0
seconds of silence might be useful in this case.
■ When an LAI call attempt is made, the TTR (if attached) is disconnected,
and any dial-ahead digits are discarded. This implies that a subsequent
collect digits
command would require that the TTR be connected.
■ Be sure the feedback provided by the receiving switch after a successful
LAI attempt is consistent with what the caller has already received.