Lucent Technologies CentreVu CMS Administration, User Manual

Page: 210 / 456

Task: administering exceptions CentreVu CMS Administration
Administering split/skill exceptions
8-14
Number
intraflowed-out
calls The acceptable number of calls that can intraflow
out of the split or skill before an occurrence is
counted against the threshold limit. This
exception cannot trigger more than once within
an interval.
Number
intraflowed-in
calls The acceptable number of calls that can intraflow
into the split or skill before an occurrence is
counted against the threshold limit. This
exception cannot trigger more than once within
an interval.
Number
interflowed-
outcalls The acceptable number of calls that can interflow
out of the split or skill. This exception cannot
trigger more than once within an interval.
Number calls
handled as backup The acceptable number of calls that this split or
skill can handle as a backup for another split or
skill. This exception cannot trigger more than
once within an interval.
Number calls
transferred The acceptable number of calls that can be
transferred from this split or skill. This exception
cannot trigger more than once within an interval
Number calls
offered while
queue full The acceptable number of calls that can be
offered to the split orskill while the queue is full.
This exception cannot trigger more than once
within an interval.
Expected Wait
Time (pri Top)
exceeds threshold An estimate of how long an incoming call with
the highest priority waits in queue before
connecting to an agent. This exception is
triggered once per interval, when the time limit
exceeds the number of times specified in the
threshold.
Expected Wait
Time (pri High)
exceeds threshold An estimate of how long an incoming call with
the second highest priority waits in queue before
connecting to an agent.
Expected Wait
Time (pri
Medium) exceeds
threshold An estimate of how long an incoming call with
the third highest priority waits in queue before
connecting to an agent.