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Differences in Defining/Interpreting Split Flows
Issue 4 September 1995
E-11
R3 CMS Standards
The following tables illustrate how split flows that occur in the G1/G3 and G2
versions of the switch are interpreted vis-a-vis R3 CMS:
When a call is not answered [due to a(n) outflow, abandon, busy, or disconnect],
the call’s disposition is tracked for the primary split. On R3 CMS, the other splits
to which the call is queued tracks a dequeue when the call outflows, abandons,
is given busy treatment, or is disconnected.
If the primary split in a VDN is unmeasured, a(n) outflow, abandon, busy, or
disconnect is not tracked for the call. Also, an answer is not tracked if the call is
answered by an agent in the primary split.
R2 CMS Standards
For single split queuing, R2 CMS tracks split inflows and outflows according to
the definitions provided in the previous section for ‘‘G2/traditional ACD.’’
However, when multiple split queuing is involved, a call can look like two or three
separate calls to R2 CMS. As a result, if a call is queued to multiple splits and is
then answered by an agent in one of these splits, an
inflow
is not tracked in R2
CMS. However, if a call is
requeued
to one or more splits (via a
route to
Table E-8. R3 CMS Standards for Interpreting Split Flows
Flow Type Switch Version Interpretation
Inflow G1/G3 with
vectoring
Calls answered by a split other than a
primary split.
NOTE: A primary split is the first split to
which a call queues.
G2/traditional ACD Calls that intraflow from one split’s queue
to another split’s queue (that is, calls that
queue to a split after having been
previously queued to another split).
Outflow G1/G3 with
vectoring
Calls that are dequeued from a primary
split via a
route to
or
messaging split
command, or by being answered by an
agent in another split to which the call is
also queued.
G2/traditional ACD Calls that are taken out of a split’s queue
and then sent to another destination.
Dequeue G1/G3 with
vectoring
Calls that are dequeued from any split
other than the primary split in a VDN.
G2/traditional ACD (Not used.)