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Interactions Between Call Vectoring/EAS and
BCMS/CMS
F-2 Issue 4 September 1995
BCMS/CMS Tracking in a Call
Vectoring Environment
Tracking
is the identifying of various call flows and other actions relevant to call
handling. For our purposes, there are three classes of call flows: split flows, VDN
flows, and vector flows. Also, we are most concerned with tracking in the Call
Vectoring environment. The specific types of call flows and actions in this
environment that are tracked by BCMS/CMS include the following:
■ Inflows (flow ins)
■ Outflows (flow outs)
■ Dequeues
■ Abandons
■ Answers
■ Busies
■ Disconnects
The split supervisor can use VDN and vector flows to evaluate how effective
vector programming is at the site in question. The supervisor can use split flows
to determine the manner in which the splits at the site are handling incoming
telephone calls.
Defining and Interpreting Call Flows
The manner in which specific call flows are defined and interpreted depends
upon the call flow class in question, the management system in effect, and the
version of the DEFINITY switch being used. Management systems include
R3
CMS, R2 CMS
, and
BCMS
.
The following sections define and interpret specific call flows according to these
parameters.
Answered and Abandons
The most important tracking items for most VDNs and vectors are the number of
calls answered and the number of calls abandoned. R3 CMS provides VDN
profiles that show when calls are answered and abandoned. Ten service level
intervals are administered for these profiles. These intervals can have smaller
time intervals around the time most calls are answered and when most call
abandon to get more detailed information.
This data can be used to determine what an acceptable service level is for most
callers. The percentage answered within the administered acceptable service
level is also shown on the Call Profile reports. For VDNs, the calculation is ACD
calls answered and nonACD calls connected within the service level divided by
calls offered to the VDN (including calls that inflow to the VDN).