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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-25
Multiple-Split/
Skill Queuing
(G3)
1
On a Generic 3 switch, calls can be queued to as many as three
splits/skills simultaneously. For the first split/skill to which a call is queued
(primary split/skill),
CentreVu
CMS counts an answer, outflow (leaves
vector processing or is answered by an agent in another split/skill), or
abandon. For the second or third split/skill to which a call is queued,
CentreVu
CMS counts an answer and an inflow if the call is answered in
that split/skill. If the call is answered in another split, the call outflows, or
the caller abandons,
CentreVu
CMS counts the call as dequeued.
If a call rings in a second or third split and then abandons, an inflow and
abandon are counted for that split; an outflow or dequeue is counted for
the other splits.
Multiple Split/Skill
Queueing Example
1
In the following Multiple-Split/Skill Queuing example, you see the call
queue to split/skill 1 first, then queue to split/skill 2 after 15 seconds. After
another 10 seconds, the call enters split/skill 3’s queue. The call is now
queued to splits/skills 1, 2, and 3 at the same time. See the example for
disposition of the call for all three splits if the call was abandoned, was
answered, or routed to a VDN.
NOTE:
Call Disposition Split/Skill 1 Split/Skill 2 Split/Skill 3
Abandoned from
Queue
ABNCALLS
ABNTIME = 30
DEQUEUECALLS
DEQUETIME = 15
DEQUEUECALLS
DEQUETIME = 5
Split/Skill 2 Answered OUTFLOWCALLS
OUTFLOWTIME = 30
ACDCALLS
ANSTIME = 15
INFLOWCALLS
DEQUEUECALLS
DEQUETIME = 5
Route to VDN OUTFLOWCALLS
OUTFLOWTIME = 30
DEQUEUECALLS
DEQUETIME = 15
DEQUEUECALLS
DEQUETIME = 5
Abandoned from
Ringing Split/Skill 2
OUTFLOWCALLS
OUTFLOWTIME = 30
ABNCALLS
ABNTIME = 15
DEQUEUECALLS
DEQUETIME = 5
15 SECONDS 10 SECONDS 5 SECONDS
Call queues to
split/skill 1
Call enters queue
for Split/Skill 2
Call enters queue
for Split/Skill 3
Call disposition after
30 seconds in queue
Call enters queue
for Split/Skill 2