ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Using BCMS/CMS Reports to Evaluate Call Vectoring 
A ctivity
Issue  4 September 1995
F-15
nVector Report summarizes vector activities.  Among other information, 
the report provides the numb er of Vector Flow Ins/Outs, calls forced busy, 
and calls forced disconnect.  
Vector Flow In pertains to calls that flow into 
a vector from another vector via a 
route-to or goto vector command.  
Vector Flow Out p ertains to c alls that successfully flow out of a vector via a 
route-to or g oto vector command.
BCMS Reports
BCMS has a real-time split report, split historical reports,  real-time VDN reports, 
and VDN historical reports. The  following list i dentifies and describes several  
BCMS reports that summarize Call Vectoring activity. For more information on 
these and other relate d reports, refer to 
DEFI NI TY Com munications System 
Generic 3 Basic Call Management System  (BCMS) Operations 
manual 555-230-
704.
nBCMS Split Report summarizes the call activity for an entire split.  The 
information can be requested either daily or by the a dministered time 
period. Among other information, the report provides the total number of 
flow ins (inflows) and flow outs (outflows).  The report also provides the 
average speed of answer time for calls handled by the split d uring the 
indicated time period.
nVDN Summary Report summarizes statistical information for all internally-
measured VDNs.  The information can be requested b y the  administered 
time interval or daily.  The list bcms vdn report g ives multiple time 
periods or days for a single VDN.  The list b c ms  summary vdn report 
gives a one-line summary per vdn (with data from  the specified times or 
days), but can give the data for numerous vdns.
The report also indicates the total number of flow outs, specifically, the 
number of calls that are advanced to another position via a successful 
route-to or messaging split command.  This includes adjunct routing, calls 
forward ed, calls routed to a VDN, and calls p icked up by an agent who is 
not in the sp lit to which the call is queued by the VDN.   Calls that are 
answered by an attendant (via a 
route-to command) are also tracked as 
outflow.  However, calls that encounter a 
goto vector command are not 
shown as outflows.  No further measurements are taken on the calls once 
the calls have outflowed.  If an outflowed call later abandons, this is not 
indicated in the report.
Among other information, the VDN report provides a total for offered calls, 
answered calls, a bandoned calls, and also one for calls that  were either 
‘‘forced busy’’ or ‘‘forced disconnect.’’
nVDN Real-Time Report provides statistical information  including the 
number of calls currently waiting and the oldest  call waiting. The VDN 
real-time report has the same characteristics as other real-time BCMS 
reports. 
						

							Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-16Issue  4 September 1995 
Using CMS in an EAS Environment
CMS R3V2 or a later release is required to support Expert Agent Selection (EAS).  
The same tracking and database items used within a traditional Call Vectoring 
environment are used within an EAS environment.  In a d dition, CMS split tables 
are used to track the equivalent skill hunt group information. However, for EAS, 
these tables are expanded to handle four skills per agent.  Finally, all existing 
custom reports should work when you are u pgrading to EAS.
Tracking Entities
The following sections explain how the following entities are tracked in an 
environment with EAS optioned:
nAgents and their skills
nDirect Agent Calls
nNon-ACD Calls
nVDN Skill Preferences
Agents and their Skills
The fields under the ‘‘Extn’’ column in the CMS Real-Time Agent Re port show the 
voice terminal extension that the agent is logged into.  These fields can be used 
to locate the agent or to service observe the agent.
With EAS optioned, the Skill Status Re port replaces the Split Status Report.  This 
report indicates the skills log g ed into and whether each skill is a primary or 
secondary skill.  If too many calls are waiting, or if c alls are waiting too long (also 
shown on the Skill Status report), it is possible that not enough agents have the 
skill shown as a primary skill.  Agents with multiple skills always handle  waiting 
primary skill calls first.  If Exp ert Agent Distribution (EAD) is assigned to the 
primary skill, secondary agents may have much longer available times than 
primary agents because calls always go to primary agents first if any such 
agents are available.
If an agent logs into some but not all of the skills assigned to the agent, the  Skill 
Status report shows only the skills lo g ged into. An agent may be denied login to 
some skills if the maximum agents/skill number is met or if the CMS limit on 
agent/skill pairs logged in has been reached.
The Login/Logout Historical Report also lists the agent’s skills and whether the 
skills are primary or secondary.
Direct Agent Calls
Waiting Direct Agent calls are not included in the ‘‘Calls waiting’’ and ‘‘Oldest Call 
Waiting’’ report fields for skills because such calls are not skill calls.  However, 
Direct  Agent Calls are included in these two report fields for VDNs. 
						

							Using CMS in an EAS Environment
Issue  4 September 1995
F-17
The Queue/Ag ent Summary Real-Time Re port lists separately the Direct Ag ent 
calls waiting in a skill q ueue. Any waiting Direct Agent calls are queued to the 
first primary skill that the agent is  assigned and logged into. To manage the 
skill’s queue slots effectively, it is recommended that a skill be d e dicated for  
Direct Agent calls.
Since Direct Agent calls are not skill calls, the skill ta bles do not track Direct 
Agent calls; however, the tables do monitor skill queue slots. The agent’s time is 
tracked as ‘‘OTHE R’ ’ i n t he skill tables.  In the agent tables, there are separate 
Direct Agent call items. The standard CMS agent reports a d d the Direct Agent 
calls and the skill ACD calls and report these calls as ‘‘ACD Calls.’’  The VDN 
tables track Direct Agent calls as ACD calls.
Non-ACD Calls
The first measured (primary or secondary) skill that an EAS agent is logged into 
is used by CMS to track non-ACD calls unless the agent has an ACD call on hold. 
If an ACD call is on hold, the non-ACD c all is counted for the skill of the held ACD 
call.
VDN Skill Preferences
VDN skill preference data is collected to provide information on what groups of 
agents (skills) are handling calls and on how effectively each skill group handles 
a particular VDN.
Real-time and historical VDN Skill Preference reports can be used to compare 
the percentage of calls being answered by the 1st, 2nd, and 3rd VDN 
preferences against an objective.  If too few calls are being answered by the 1st 
skill preference, the vector can be adjusted to allow more time for the 1st skill 
preference group to answer calls; another alternative is to train or hire more 
agents with the 1st skill preference.
You c a n use VDN skill preference data to compare the average  talk time and 
average ACW time for agents in the 1st, 2nd, and 3rd skill groups.  If these times 
vary too much across groups, more training may be need e d for the b a ckup 
groups (that is, the 2nd and 3rd  skill groups).
VDN skill preference data is tracked according to the skill preferences (1st, 2nd, 
3rd) assigned to the VDN. Whenever a vector step either references a 1st, 2nd, 
or 3rd skill or specifies a skill number that matches the 1st, 2nd, or 3rd skill 
administered, the new database items are tracked.  For examp le, if VDN 1000 
has Skills 21, 22, and 23 a dministered as the 1st, 2nd, and 3rd skills, 
respectively, and if the vector associated with VDN 1000 has a ‘‘queue to main 
skill 22’’ step, tracking occurs for the 2nd VDN skill preference if the call is  
answered by an agent in Skill 22.  Skill preference tracking also occurs for Skills  
						

							Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-18Issue  4 September 1995 
21 and 23.  This allows users who prefer to  sp ecify the actual skill number in the 
vector to take advantage of the tracking for VDN skill preferences.
  G3V2 EAS Ad ministration from CMS R3V2 CMS can be used to a dminister 
vectors as well as skills for agents and VDNs. The  ACD Ad ministration: Change 
A gent Skills CMS screen is used to request that the current set of skills assigned 
to an a gent b e sent from G3V2.  Both the skill number and skill type (primary or 
secondary) is displayed and can be modified.
NOTE:
Any changes made are not put into effect until the next time the agent logs 
in.
The  ACD Ad ministration: Change VDN Skill Preferences sc reen is used to 
request a VDN’s skill preferences and to modify the VDN’s skills.
The CMS Vector Contents screen is used to create and modify vectors. CMS 
supports the Call Vectoring commands that q ueue calls to the 1st, 2nd, or 3rd 
VDN skill. 
						

							Issue 4 September 1995G-1 
G
Operation Details for the Route-to 
Command
Introduction
The route-to command can be programmed with or without coverage. The ta ble 
in this appendix summarizes the o peration of the 
route-to command for each of 
the destination types and conditions associated with the commands. 
						

							O peration Details for the Route-to Command
G-2Issue 4 Septemb er 1995 
Table G-1. DEFINITY G3 Route-To Command Operation
INTERACTION
CONDITION cov = n cov = y
ANY STEP ANY STEP
2
Invalid Destination3Goes to next step, else stop Goes to next step, else 
sto p
VDN Extension
- Vector Assigned
- Vector Has No StepsGoes to new vector
Stop
1Goes to new vector
Sto p1
Station Extension Idle
(all a p pearances idle)
- CF-ALL Ac tive or
-CF-DA App liesForwards if possible, else 
next step, else sto p
1Forwards if possible, else 
c overage, else busy
- Coverage
- DA Ap plies
- All Ap plies
- SAC Ap plies
- None of Ab ove Ap pliesRings idle app.
Goes to next step, else stop
1
Rings idle appearance
Rings idle appearanceCoverage on DA
Coverage
Coverage
Call delivered and is 
allowed to cover
Station Extension Active
(with idle 2-way a p p)
- CF-ALL Active
 - Coverage
- DA Ap plies
- Ext Act Ap plies
- All Ap plies
- SAC Ap plies
- None of Above AppliesForwards if possible, else 
next step, else sto p
1
Rings idle app
(no DA timing)
Rings idle appearance
Goes to next step, else stop
1
Rings idle appearance
Rings idle appearanceForwards if possible, else 
c overage, else busy
Coverage on DA
Coverage
Coverage
Coverage
Call delivered and is 
allowed to cover
Station Extension Busy
(no idle 2-way a p p)
- Extension in Hunt Gr p
(also see ACD Hunt Grp)
- CF-ALL Active or
-CF-DA App lies
- Call Waiting to Analo g
Sta Would Ap ply
- Coverage
- Ext Act Ap plies
- Ext Bsy Ap plies
- All Ap plies
- SAC Ap plies
- None of Above Applies
(or hunt, fwd, or cov
d est is unavailable)Queues if possible, else next 
step, else sto p
1
Forwards if possible,
else next step, else sto p1
Goes to next step, else stop1
Goes to next step, else stop1
Goes to next step, else stop1
Goes to next step, else stop1
Goes to next step, else stop1
Goes to next step, else stop1
Queues if possible,else 
c overage, else busy
Forwards if possible,
else coverage, else busy
Call waits
Coverage
Coverage
Coverage
Coverage
Busy tone given 
						

							Introduction
Issue 4 Septemb er 1995
G-3
Extension with Incomp atible 
COR Goes to next step, else stop. Goes to next step, else 
stop.
Terminating Extension 
Group
- All Members Idle
- A Memb er Ac tive on TEG
- No Idle Ap p on Any 
MemberRings idle appearance
Goes to next step, else stop
1
Goes to next step, else stop1
Call delivered and is 
allowed to cover
Coverage, else busy
Coverage, else busy
Hunt Group Extension
- Idle Agent
- No Idle Agent
- Call can’t queue
- Call can queueRings idle appearance
Goes to next step, else stop
1
Call is queuedCall delivered and is 
allowed to cover
Busy tone given
Call is queued
Extension on Another Node
(Uniform Dialing Plan - UDP
DCS or non-DCS)
- Trunk Available
- Trunk Not Available
- No DCS Buffer for RoutingCall delivered
Goes to next step, else stop
1
Call delivered w/o DCS ms gCall delivered
Queues if possible,
else reord er
Call delivered w/o DCS 
msg
Trunk Ac cess Code
(TAC) Destination
- Trk Grp No Dial Access
- Trunk Available
- Trunk Not AvailableGoes to next step, else stop
1
Call delivered
Goes to next step, else stop1
Routes to local an d
Call delivered
Queues if possible,
else reord er
AAR/ARS FAC  Dest.
(including Subnet Trkng)
- Trk Grp No Dial Access
- Trunk Available
- Other Routes Avail
- All Routes Busy
- No Pattern Queuing
- Queuing AssignedTries next route
Call delivered
Tries next route
Goes to next step, else stop
1
Goes to next step, else stop1
Routes to local attendant
Call delivered
Tries next route
Reord er tone g iven
Queues to pattern
Attendant Queue (dial 0)
- Idle Atnd
- No Idle Atnd
- Not In Night Svc
- In Night Svc
- Nite Dest. Assigned
- Not AssignedRings idle appearance
Call is queued
Delivered to night svc.
Call is queuedCall delivered and is 
allowed to cover
Call is queued
Delivered to night svc.
Call is queued
Table G-1. DEFINITY G3 Route-To Command Operation
INTERACTION
CONDITION cov = n cov = y
ANY STEP ANY STEP
2 
						

							O peration Details for the Route-to Command
G-4Issue 4 Septemb er 1995 
Individual Attendant Access
- Atnd Idle
- Atnd BusyRings idle appearance
Queues if possible else
Goes to next step, else stop
1
Call delivered and is 
allowed to cover
Queues if possible, else
Busy tone given
CAS Attendant With Caller 
on Branc h
- RLT Available
- All RLTs BusyRings idle appearance
Queues if possible,
else next step, else sto p
1
Call delivered and is 
allowed to cover
Queues if possible,
else busy tone
Inter-PBX Atnd Callin g
- Trk Grp Controlled
- Trk Available
- Trk Not AvailableRoutes to local atnd
Call delivered
Goes to next step, else stop
1
Routes to local atnd
Call delivered
Reord er tone g iven
Look Ahead Interflow (LAI)
(feat. active & routes over
ISDN-PRI facility)
- B-Channel Not Avail
- B-Channel Avail and
- Receiving  Switch
- Ac cepts
- Rejects
- Receiving  Switch w LAI
Acting as Tandem Sees
from Remote Receiving
Sw .
- Call Accepted
- Call RejectedGoes to next step, else stop
1
Interflow succeeds4
Goes to next step, else stop1
Interflow succeeds4
Goes to next step
at receiving switch,
else sending switch 
considers call rejected after 
2-minute timeoutQueues if possible,
else reord er
Call cut-through
Call gets busy/disconnect
Call cut-through
Call gets busy/disconnect
Table G-1. DEFINITY G3 Route-To Command Operation
INTERACTION
CONDITION cov = n cov = y
ANY STEP ANY STEP
2 
						

							Introduction
Issue 4 Septemb er 1995
G-5
Notes:
1The interaction ‘‘Stop’’ means the following: vector processing is 
stopped, the call remains queued to a split, and the caller continues to 
hear fee d back initiated by a previous ste p.  In the case where the 
route-
to
 command fails and processing stops (due to a busy station or trunk 
group destination), retry can be im plemented in the vector.  Retrying is 
accomplished by including an unconditional 
goto step as the last step to 
allow for a loop back to the 
route to command. Use of an intermediate 
wait-time command step with appropriate feedback and delay interval is 
strongly recommended in order to reduce processor occupancy.
2The call is removed from vector processing (that is, the call is taken out of 
any sp lit queue, and any fee d back, such as music or ringback, is 
removed) for 
with coverage y interactions, even if the destination is not 
available. Any 
route-to with coverage y ste p that routes over ISDN-PRI 
facilities cancels the Look-Ahead Interflow feature. Specifically, the call is 
taken out of vector processing when the step is reached, regardless of 
facility or remote switch availability. If the call is subsequently ‘‘rejected’’ 
by the receiving switch vector, the call is g iven the treatment defined by 
the ‘‘rejection’’ c ommand (either b usy or forced disconnect).  Finally, note 
that a call routed via an 
adjunct routing command is treated the same 
way as a call that is routed via a 
route-to with coverage y command.
3Invalid destinations include the following: emp ty (for example, zero 
collected digits) or invalid 
route-to destination number, unassigned 
extension number, incomplete number of digits for AAR/ARS pattern, 
non-AAR/ARS feature access code (FAC), maintenance busy station 
extension, COR of the VDN that  prevents access (for example, 
origination restricted), FRL of a VDN that is lower than required for the 
AAR/ARS pattern access, no routes assigned to the AAR/ARS pattern, 
incompatible calling and destination p artitions, ACTGA trunk group 
destination, or an off-net forwarding destination. If a TAC (trunk access 
c o de) destination is involved, and if the TAC is for a CO/FX trunk with a 
route-to with coverage n step, the digits entered must match a valid ARS 
analysis string.  If not, the d estination is considered invalid. For other 
trunk types with a 
route-to numb er or route-to d i gits with coverage n step, 
the step succeeds when the trunk is seized (that is, vector processing 
stops). For a 
route-to with coverage y step, the step succeeds if the TAC 
is assigned.
4On the sending switch, the call is removed from vector processing (that 
is, the call is taken out of any sp lit queue and any feedback, such as 
music or ringback, is removed). 
						

							Issue  4   September 1995H-1 
H
Detailed Call Flow for Converse—
VRI Calls
Introduction
This a p pendix discusses the detailed call flow for calls involving a converse-on 
vector step and Voice Response Inte gration (VRI). This call flow is segmented 
into the following phases:
1. Converse call placement
2. Data passing (optional)
3. VRU data collection (optional)
4. Script execution
5. Data return (optional)
6. Script completion
7. DEFI NI TY switch data collection (optional)
NOTE:
If, during any phase of this call flow, a converse-on step is executed while 
the caller is in the split queue and an agent becomes available to service 
the caller, the VRU port is dropped, vector processing is terminated, and 
the calling party is immediately connected to the available agent.
NOTE:
If EAS is optioned, ‘‘s(S)kill’’ replaces ‘‘split.’’