Filter
Top Products
Functions and Examples
Issue 4 September 1995
4-11
■ Leaving recorded messages
■ Sending calls to a vector-programmed number (that represents an internal
or external destination)
■ Routing calls to a Feature Access Code that will activate Service
Observing
■ Adjunct Routing
The following sections discuss these routing procedures (except for adjunct
routing, which is fully described in Chapter 9).
Queuing Calls to ACD Splits
Calls that come into the Call Vectoring system can be queued to a maximum of
three ACD splits. Two commands are used to queue calls to splits.
The
queue-to main split
command queues a call
unconditionally
. The command
sends a call to a split and assigns a queuing priority level to the call in case all
agents are busy.
The
check-backup split
command
conditionally
checks the status of a split for
possible termination of the call to that split. The command either connects the
call to an agent in the split or puts the call into the split’s queue (at the specified
priority level) if the condition specified as part of the command is met.
Multiple Split Queuing
The term
multiple split queuing
refers to the queuing of a call to more than one
split at the same time. The following vector helps to illustrate this process.
Figure 4-10. Multiple Split Queuing
To avoid completing vector processing without queuing the call to a split, it is
always good practice to check a split’s queue before queuing to that split. If the
queue is full, alternate treatment (such as queuing to an alternate split) should be
provided. In this vector, if the main split’s queue (which has 10 queue slots) is
full, the
goto step
command in Step 1 skips the main split and goes directly to
1. goto step 4 if calls-queued in split 1 pri l >= 10
2. queue-to main split 1 pri t
3. wait-time 12 seconds hearing ringback
4. check-backup split 2 pri m if calls-queued < 5
5. check-backup split 3 pri m if calls-queued < 5
6. announcement 3001
7. wait-time 50 secs hearing music
8. goto step 4 if unconditionally