Example of singlesite BSR with adjustments

Last Updated : Feb 01, 2013 |
The following example shows a more complex implementation of singlesite BSR. Four skills in an EAS environment are compared. The Expected Wait Time (EWT) for some skills is adjusted to reflect the administrator preferences.

Singlesite BSR example VDN screen

change vdn xxxxx                                                page 1 of 3
                    VECTOR DIRECTORY NUMBER

                            Extension: 5001
                                 Name: Singlesite BSR
                        Vector Number: 11
                  Attendant Vectoring? n
                   Meet-me Conference? n
                   Allow VDN Override? n
                                  COR: 59
                                   TN: 1
                             Measured: internal
       Acceptable Service Level (sec): 20
              Service Objective (sec):
        VDN of Origin Annc. Extension: 501
                            1st Skill:
                            2nd Skill:
                            3rd Skill:
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                  VECTOR DIRECTORY NUMBER

                           Audix Name:
                   Return Destination:
               VDN Timed ACW Interval:
                      BSR Application: 19
         BSR Available Agent Strategy: EAD-MIA
In the example, the BSR Available Agent Strategy field is set to EAD-MIA. If vector 11 uses BSR commands, calls are not automatically delivered to the first resource with an available agent that is found. All consider steps in vector 11 are executed and one of the following things happens:
Condition
Action
No skill has an available agent
The call queues to the skill with the lowest adjusted EWT.
One skill has an available agent
The call is delivered to the skill.
More than two skills have available agents
The call is delivered to the skill with the most expertise.
More than two skills have available agents with the same skill level
The call is delivered to the agents who has been idle the longest.
Also note that Allow VDN Override is set to n. If a second VDN and vector are used to process this call, the EAD-MIA strategy that is specified in VDN 5001 is used. If Allow VDN Override is set to y and vector 11 routes some calls to another VDN, the available agent strategy of the subsequent VDN governs the operation of consider steps in its vector.
The following example vector 11, which compares four skills.

Singlesite BSR example vector

1. wait-time  0 secs hearing ringback
2. consider skill  1 pri l adjust-by 0
3. consider skill  2 pri l adjust-by 30
4. consider skill 11 pri l adjust-by 30
5. consider skill 12 pri l adjust-by 30
6. queue-to best
7. wait-time 10 secs hearing ringback
8. announcement 1001
9. wait-time 30 secs hearing music
10. goto step 8 unconditionally
For this example, the EWT of the four skills are 95, 60, 180, and 50 seconds, respectively. Note that all consider steps except the first adjust the EWT returned by the specified skill. Skill 1 is the preferred skill to handle calls to VDN 5001, so the EWT is not adjusted. Skills 2, 11, and 12 can handle this call type, but the skills are not preferred. The adjustment of 30 means that, in call surplus situations, the skills do not handle calls to VDN 5001 unless the EWT is a minimum of 30 seconds better than the EWT in skill 1.
The following table shows the adjustments to be applied to each skill given the EWT and the user adjustment specified in the consider step. The last column shows the adjusted EWT the server uses to select a skill for the call.
User adjustments
Skill number
User adjustment in the consider step
Actual EWT (in seconds)
Adjustment applied by the server (in seconds)
Adjusted EWT used in BSR calculations (in seconds)
1
0
95
0
95
2
30
60
30
90
11
30
180
54
234
12
30
50
30
80
Since the available agent strategy is not 1st-found, all four consider steps are executed each time that the vector processes a call. In this example, there are no available agents in any skill. In fact, EWT is high in the first three skills for the server to queue the call to skill 12.
When the queue-to-best step executes, the data in the best data placeholder is the data from skill 12 and so the call is queued to that skill. From this point on, if the call is not answered during the execution of step 7, a common vector loop regularly repeats an announcement for the caller while the caller waits in the queue.
User adjustments also apply to available agent situations, with a strategy other than first found, in a manner similar to EWT.