Avaya Communication Manager Contact Center, Руководство пользователя

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BSR Detailed description
Issue 1.0 May 2003 113
Considerations
●
If one or more of the resources considered have an available agent, the resources with
EWT are ignored. This is the “agent surplus” situation.
●
If the available agent strategy (assigned to the active VDN) is 1st-found, the adjust-by is
ignored and the first
consider
with an available agent is used for the queue-to best.
●
If the available agent strategy is UCD-MIA, EAD-MIA, UCD-LOA, or EAD-LOA and
there is more than one
consider
step with an available agent, then adjust-by is applied
as part of the algorithm to select the “best” of the possible choices.
Conditional
wait-
improved
to prevent calls from being queued to an additional split/skill—local
or remote—when the reduction in Expected Wait Time isn’t
enough to be useful. “Wait improved” means that a call’s EWT
must be improved by a specific amount (a figure you specify in
seconds) over its current EWT or the communication server will
not queue it to the additional split/skill.
User
adjustment
adjust-by
to control long-distance costs and limit trunk usage, reflecting
factors such as availability of the trunks or agent expertise at
remote locations. When a vector polls a local or remote resource,
you can make the selection of that site less desirable. The higher
the setting, the less chance that resource will be selected over
another with a lower setting. With EWT returned, the setting
increases the returned expected wait time for comparison with
other returned EWTs.
Optionally, the adjust-by setting applies in the available agent
case. If you are using the UCD-MIA or EAD-MIA available agent
strategy, the setting decreases the returned agent idle time,
making the agent appear less idle (busier). If you are using the
UCD-LOA or EAD-LOA available agent strategy, the setting
increases the returned agent occupancy, making the agent appear
more occupied (busier). In either case with EAD, the MIA or the
LOA is used as a tie breaker if more than one site has an agent
available with the same highest skill level.
1. Since the
consider
command is designed to compare two or more resources,
consider
commands are
typically written in sequences of two or more with the sequence terminating in a
queue-to best
step. This set
of
consider
commands and a
queue-to best
step is called a consider series.
Vector commands and usage for multi-site BSR (continued)
Commands and command
elements Use this…