Avaya Basic Call Management System (BCMS) Manual de usuario descargar pdf (Pagina 67)

Historical reports

Issue 5.0 May 2005 67

FLOW OUT The total number of calls queued to this split that were:

● Successfully sent to the split coverage point after queuing for the

specified don’t answer interval. (This does not include calls that went

to coverage based on any other criterion.)

● Forwarded-out via call forwarding.

● Forwarded-out via a route-to extension vector step.

● Answered via the Call Pickup feature.

● Forwarded-out via Look Ahead Interflow.

● First queued to this split and were answered by the second or third

split.

● Redirected back to this split or its coverage path due to Redirect On

No Answer timing.

FLOW OUTs are recorded when a call ends.

FLOW OUT

(continued)

In a multiple split-queuing environment, inflows and outflows become a

bit more complicated. Consider the following scenarios:

● If a multiple queued call is answered in a nonprimary split (that is, a

second or third split), an outflow is recorded in the statistics for the first

split, and an inflow and an answer are recorded in the statistics for the

answering split. For example, suppose there are three splits

numbered 1 through 3. A call comes in for split 1, but all agents in this

split are busy. The call goes into queue for splits 2 and 3. An agent in

split 3 answers the call. In this example, an outflow is recorded in the

statistics for split 1, and an inflow and an answer are recorded in the

statistics for split 3. A dequeued call is counted for split 2.

● If the call is answered in the primary split, no inflows or outflows are

recorded for any split. Splits 2 and 3 record the call as dequeued.

● If a call is queued to three splits (for example, splits 1, 2, and 3, with

split 1 being the primary split), encounters a route-to command that

sends the call to another VDN, that queues to different splits (for

example, splits 4 and 5), an outflow is recorded in the statistics for

split 1. If the call is answered in split 4, an answer is recorded in the

statistics for split 4. However, no inflow is recorded to the statistics for

split 4.

● If the call is answered in split 5, an outflow is recorded for the statistics

for split 4, and both an inflow and an answer are recorded in the

statistics for split 5.

● Similarly, if a multiple queued call routes to another split, an outflow is

recorded to the statistics for the primary split, but no inflow is recorded

to the statistics for the routed-to split.

Split report (continued)

Header Definition

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