ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Functional Differences for G2 and G3 Call Vectoring 
and EAS
E-8Issue  4 September 1995 
General Call Vectoring Functional 
Differences
This table provides an overview of general differences for Call Vectoring 
operations b etween the Generic 2 and Generic 3 switches.
Table E-7. General Call Vectoring Functional Differences
TOPIC GENERIC 3 GENERIC 2
General ACD Split q ueue size is administered 
on a per split basis with a 
system-wide maximum of calls. 
In G3i, this maximum is 1,000 
c alls; in G3s PBP...

General Call Vectoring Functional Differences
Issue  4 Septemb er 1995
E-9
Non-vector-controlled splits can 
specify redirection treatment 
(such as Call Coverage, Call 
Forwarding, etc.) and 
announcement treatment.Only vector-controlled sp lits 
are available when Call 
Vectoring is active.
VDN 
Access/CapacityCOR checking is used for 
access to a VDN and for routing 
to a station.No restriction checking is used 
to access a VDN. NOTE: Both 
G2 and G3 use the Facility 
Restriction Level (FRL)...

Functional Differences for G2 and G3 Call Vectoring 
and EAS
E-10Issue  4 September 1995 
Differences in Defining/Interpreting 
Split Flows
Split flows are defined and/or interpreted according to the switch version and the 
management system involved. The following sections illustrate how split flow 
interpretation differs within the G1/G3 and G2 switch versions and according to 
two management systems, including R3 CMS and R2 CMS.
NOTE:
BCMS is not available on G2 (with or without vectoring). An...

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 interp reted vis-a-vis R3 CMS:
When a call is not answered [d ue 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,...

Functional Differences for G2 and G3 Call Vectoring 
and EAS
E-12Issue  4 September 1995 
command, for example), an inflow is trac ked only in the first split to which the call 
requeues
.
Also, when multiple split queuing is involved, R2 CMS tracks an 
outflow in those 
splits to which the call queues and from which it eventually dequeues without 
being answered there. In effect, then, R2 CMS tracks an outflow in the same 
situations where R3 CMS tracks a dequeue.
Differences Between G2 and G3r EAS
This...

Differences Between G2 and G3r EAS
Issue  4 September 1995
E-13
nG2.2 restricts calls queuing to multiple skills simultaneously to skills in the 
same skill tens group. This also a p plies to VDN skills. G3 allows calls to 
queue to any three skills simultaneously.
nG2.2 administers agents to a default skill and the agents enter their  other 
skills after lo g ging in. G3 administers all of the agents’ skills, and the 
agents are log g ed into  all of their assigned skills during login.  G3 agents...

Issue  4 September 1995F-1 
F
Interactions Between Call 
Vectoring/EAS and BCMS/CMS
Introduction
Call Vectoring and EAS interact with a management information system that 
helps to monitor and report on the activity within Call Vectoring and EAS. In most 
cases, the management system is either the Call Management System (CMS) or 
the Basic Call Management System  (BCMS).
CMS, which resides on an adjunct processor, collects and processes ACD 
information to generate various reports. BCMS performs the same...

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-2Issue  4 Septemb er 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 p urposes, there are three classes of call flows: sp lit 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...

BCMS/CMS Tracking in a Call Vectoring Environment
Issue  4 September 1995
F-3
For split/skill statistics, the calculation is ACD calls answered within the service 
level divided by calls queued to the split/skill (answered  calls, abandoned calls, 
calls that flow out, calls that dequeue).  In most  cases the VDN percentage will 
be higher then the sp lit percentage since  calls dequeued from a sp lit/skill are 
counted as answered, abandoned, or  outflows for the VDN. 
Changes made to a vector or to...

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-4Issue  4 Septemb er 1995 
R3 CMS and BCMS Standards
The following table illustrates how R3 CMS and BCMS interp ret specific VDN 
flows for the G1/G3 versions of the DEFINITY switch:
NOTE:
(R3 CMS only):  If a call that covers to a VDN is originally a call to a 
measured (nonvector-controlled) VDN, R3 CMS records a VDN flow in for 
the coverage to the second VDN and a VDN flow out for the first VDN.
Vector Inflows and Outflows
The following section...