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BCMS/CMS Tracking in a Call Vectoring Environment
Issue 4 September 1995
F-9
Comments:
■ R3 CMS:
Outflow
is tracked in split 1 because the call is answered by an
agent in another split to which the call is queued (that is, split 2). Although
the call is obviously removed from split 1 after it is answered in split 2,
dequeue
is not tracked in split 1 because split 1 is the primary split.
Inflow
is tracked in split 2 because the call is answered in this split and the split
is not the primary split.
Dequeue
is tracked in split 3 because the call is
removed from the split without being answered there. When the call is
removed from split 3,
outflow
is not tracked in split 3 because this split is
not the primary split.
■ BCMS: Follows the same scheme as R3 CMS except for the
dequeue
tracking.
■ R2 CMS:
Outflow
is tracked in splits 1 and 3 because the call is
dequeued from these splits without being answered there.
Call Abandoned. The following scenario involves a call abandoned by the caller.
The scenario is as follows:
1. Call comes into a VDN whose vector queues the call to splits 1, 2 and 3.
2. Call is abandoned.
Here’s the tracking table for this scenario:
Comments:
■ R3 CMS:
Abandon
is tracked in split 1 because this split is the primary
split.
Dequeue
is tracked in splits 2 and 3 because the call is dequeued
from these splits without being answered in either split.
■ BCMS:
Abandon
is tracked in split 1 because this split is the primary split.
Tracking is not recorded in splits 2 and 3 because no dequeue tracking
item is available.
■ R2 CMS:
Abandon
is tracked in split 1 because this split is the primary
split.
Outflow
is tracked in splits 2 and 3 because the call is dequeued
from these splits without being answered in either one of the splits.
Table F-5. Tracking for Abandoned Calls
Split Tracking
123
R3 CMS abandon dequeue dequeue
BCMS abandon
R2 CMS abandon outflow outflow