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Fundamentals of Call Vectoring
3-4 Issue 4 September 1995
■ Call is removed from any other queues. Announcements, music,
ringback, or other audio source are also removed.
■ Vector processing terminates.
Note that these actions always happen
immediately
, even if the caller is receiving
call treatment (for example, hearing an announcement). (Call treatments are
discussed later in this chapter.)
Multiple split queuing is illustrated in Chapter 4, "Basic Call Vectoring".
Split Queue Priority Levels
If a call is queued without Call Vectoring enabled, the call is tracked at one of two
priority levels:
Medium
and
High
. On the other hand, if a call is queued via Call
Vectoring, the call can be assigned one of four priority levels:
Top, High,
Medium,
and
Low
. Within each priority level, calls are processed sequentially as
they arrive. This is equivalent to a
FIFO
(first-in, first-out) order. A vector can be
administered to queue calls at any of the four priority levels.
NOTE:
A direct agent call is always given the highest priority and, as a result, it is
always delivered before a call that is directed to a split. (A direct agent call
is an ACD call that is directed to a specific ACD agent rather than to any
available ACD agent in the split. See "Direct Agent Calling" on page 10-28
for more information.)
NOTE:
If a call is already queued to one or more splits that are currently intended
to serve as backup splits, the call could be requeued at the new priority
level indicated in the command step. (For further details on requeuing, see
Appendix A.)
Agent Work Mode
Call Vectoring can make call management decisions according to real-time
agent work modes. These states,
available-agents
and
staffed-agents
, can
appear as conditions within the
check backup split
and
goto
Call Vectoring
commands (that is, the commands can check for the number of available agents
or staffed agents).
For ACD splits,
staffed-agents
represents the number of agents logged-in.
Available-agents
represents the number of agents logged-in
and
ready to
receive an ACD call.
For non-ACD hunt groups,
staffed-agents
is synonymous with
administered
,
since hunt groups do not have any log-in, log-out, or work modes.
Available-
agents
is the number of agents ready to receive a hunt group call.