ACD and call management systems — BCMS and Avaya CMS
Issue 1.0 May 2003
51
The expanded agent capabilities on the communication server include an increased
number of measured splits/skills to 600 and an increase in the number of measured
agent/split or agent/skill pairs to 10,000 for the G3r processor, as well as new options for
Most Idle Agent (MIA) call distribution. The new options allow selection of MIA distribution
across skills, rather than for each skill, and selection of whether agents in ACW are or are
not included in the agent free list. These options have no direct impact on CMS, since CMS
does not keep track of the most idle agent.
Best Service Routing (BSR) (Category A only)
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 ECS or to the best split/skill in a network of Avaya communication servers.
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 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.
Universal Call ID
Universal Call ID (UCID) is a unique tag that is assigned to a call. The tag allows call-
related data to be collected and aggregated from multiple sources and multiple sites. The
UCID may then be used to group all the data from various sources about a particular call.
CMS will receive the UCID assigned to calls by a communication server when this feature
is enabled. The UCID is then stored, along with data about the call itself, by the call history
feature (which includes both internal and external call history). The data will be available to
both Custom Reports and the Report Designer. UCID data is stored in the call history and
agent trace tables.
Avaya Business Advocate (Category A only)
Avaya Business Advocate is a collection of features that provide flexibility in the way a call
is selected for an agent in a call surplus situation and in the way that an agent is selected
for a call in an agent surplus situation. Advocate also includes methods for automating
staffing adjustments.
