ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

BCMS/CMS Tracking in a Call Vectoring Environment
Issue  4 September 1995
F-5
Split Inflows, Outflows, and Dequeues
The following sections discuss the various sp lit flow types vis-a-vis R3 CMS, R2 
CMS, and BCMS.
R3 CMS and BCMS Standards
R3 CMS and BCMS are grouped together because both of these systems 
interpret two split flow types identically.  These flows include 
inflow and outflow.  
However, whereas R3 CMS interp rets another sp lit flow type, namely 
d equeue, 
BCMS does not d o so because...

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-6Issue  4 Septemb er 1995 
With this discussion in mind, let’s take a look at the following table to see how R3 
CMS and BCMS interp ret split flows for the G1/G3 versions of the DEFI NI TY 
switch:
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 track a dequeue when the call outflows, abandons, is...

BCMS/CMS Tracking in a Call Vectoring Environment
Issue  4 September 1995
F-7
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 de queues without 
being answered there. In effect, then, R2 CMS tracks an outflow in the same 
situations where R3 CMS tracks a dequeue.
Examples of Split Flow Tracking
The following sections provide some examples of tracking in R3 CMS, R2 CMS, 
and BCMS.  Each section first presents a...

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-8Issue  4 Septemb er 1995 
Here’s the tracking table for this scenario:
Comments:
nR3 CMS:  Dequeue is tracked in split 2 as well as in split 3 because the 
call is answered by the primary split (split 1) and is thus d e queued from 
splits 2 and 3 without being answered in these sp lits.
nBCMS:  No d e queue tracking item is available.
nR2 CMS:  Outflow is tracked in the same situations where R3 CMS tracks a 
dequeue.  Accordingly, outflow is trac...

BCMS/CMS Tracking in a Call Vectoring Environment
Issue  4 September 1995
F-9
Comments:
nR3 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 p rimary sp lit. Inflow 
is tracked in split 2 because the call is answered in this sp lit and the split 
is not the primary split....

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-10Issue  4 September 1995 
Call Answered by a Primary Split after a Route To VDN. The following 
scenario involves a call answered by the primary sp lit after a 
route-to VDN 
command is executed. The scenario is as follows:
1. Call comes into a VDN whose vector queues the call to splits 1, 2 and 3.
2. Vector executes a 
route-to VDN step.
3. Call is then queued to sp lits 4, 5 and 6.
4. Call is answered in split 4.
Here’s the tracking table for...

BCMS/CMS Tracking in a Call Vectoring Environment
Issue  4 September 1995
F-11
1. Call comes into a VDN whose vector queues the call to splits 1, 2 and 3.
2. Vector executes a 
route-to VDN step.
3. Call is then queued to splits 4, 5 and 6.
4. Call is answered in split 5.
Here’s the tracking table for this scenario:
Comments:
nR3 CMS:  Outflow is tracked in split 1 because this sp lit is the original 
primary split, and the call is dequeued from this sp lit via a 
route-to VDN 
step.  
Dequeue is tracked...

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-12Issue  4 September 1995 
3. Call is queued to split 4.
Here’s the tracking table for this scenario:
Comments:
nR3 CMS:  Outflow is tracked in split 1 because this sp lit is the original 
primary split, the call is dequeued from this split via a 
route-to digits (or 
messaging split) step, and the call is answered in split 4, which becomes 
the 
new primary split.  Dequeue is tracked in splits 2 and 3 because the 
call is dequeued from each of...

BCMS/CMS Tracking in a Call Vectoring Environment
Issue  4 September 1995
F-13
2. How many ACD calls d i d ‘‘my’’ split answer that were ‘‘mine?’’ (An d, by 
implication, how many did I answer that were not ‘‘mine?’’)
3. How many of ‘‘my’’ ACD calls d id ‘‘my’’ split not answer?
4. How many ACD calls that I didn’t answer weren’t ‘‘mine?’’
The following sections present the answers to these q uestions from the 
perspective of R3 CMS, BCMS, and R2 CMS.
R3 CMS Standard. The following answers reflect the use...

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-14Issue  4 September 1995 
R2 CMS Standard. Customers using R2 CMS c onnected to G1/G3 with vectoring 
enabled cannot 
necessarily answer any of the q uestions. If multiple-s plit queuing 
is involved, the OUTFLOWCALLS track contains both ‘‘my’’ calls and other sp lits’ 
calls that outflowed.   As a result, the answers to questions 1, 3 and 4 cannot be 
calculated. Also, question 2 cannot be answered because there is no track for 
the numb er of...