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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities 1-26
Best Service
Routing
(
DEFINITY
ECS
R6)
1
Best Service Routing (BSR) allows calls to be balanced at a single site or
between multiple sites. BSR is enhanced multi-site routing that provides
new call vectoring functions that build upon the Look-Ahead Interflow
feature to route a call to the “best” split/skill on a single Enterprise
Communications Server (ECS) or to the “best” split/skill in a network of
DEFINITY
ECSs. The “best” split/skill is defined as the local split/skill or
remote ECS that offers the shortest waiting time for the call in a call
surplus (calls queued) situation for the application. The waiting time is
calculated using the
DEFINITY
ECS’s Expected Wait Time (EWT)
predictor, and can be adjusted by the user. In an agents available
situation, the “best” split/skill is determined based on the assigned
available agent strategy. BSR data is tracked in the vector, VDN, and call
history tables.
Agent State
Tracking at Login
1
CentreVu
CMS does not know what state agents are in immediately after
they have logged in (or right after the link to the switch has come up) until
notified by the switch. The time the agent spent in this state is tracked as
I_OTHERTIME and TI_OTHERTIME and the agent's state is displayed
as OTHER.
Generic 3 Switch
Functionality
1
For Generic 3 switches, the time between logging in and moving to the
AUX state depends on the time it takes for the agent logging in to release
the call or go on-hook or for the switch to time the call out (about 5 to 10
seconds).