Singlesite BSR example VDN screen

change vdn xxxxx                                                  page 1 of 3
        VECTOR DIRECTORY NUMBER

                            Extension: 5000
                                 Name: Singlesite BSR
                        Vector Number: 234
                  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: 
                            1st Skill:
                            2nd Skill:
                            3rd Skill:

change vdn xxxxx                                                 page 2 of 3
        VECTOR DIRECTORY NUMBER

                           Audix Name: 

                   Return Destination:
               VDN Timed ACW Interval:
                      BSR Application:31
         BSR Available Agent Strategy: 1st-found

In the example Vector Directory Number screen, the BSR Available Agent Strategy field is set to 1st-found. If vector 234 uses BSR commands, when a consider step locates a resource with an available agent, all subsequent consider steps are skipped and the call is delivered to that resource. Resources that are specified in any subsequent consider commands are not checked. If no split has an available agent, the call is queued to the split with the lowest adjusted EWT.

If the Allow VDN Override is set to n and a second VDN and vector are used to process this call, the 1st-found strategy specified in VDN 5000 is still used.

In the preceding example, VDN 5000 is associated with vector 234, which is shown below. In this example, vector 234 compares two splits. No adjustment is assigned to either resource, indicating that both splits are equally suited to service calls since neither is preferred to the other. In reality, such a vector probably has additional steps after step 4, such as announcement or wait-time commands. The steps are omitted in this example for purposes of clarity.

Singlesite BSR example vector

1. wait time 0 secs hearing ringback
2. consider split 1 pri l adjust-by 0
3. consider split 2 pri l adjust-by 0
4. queue-to best

Note that the consider commands follow each other in unbroken sequence and that the queue-to best command immediately follows the last consider command. This structure is called a consider series. Write such series in uninterrupted order. You can use a few commands, such as the goto command, which cause little if any delay in the execution of the consider steps. In general, however, do not put other commands between consider steps, or between a consider step and a queue-to best step. Even if BSR still works in that situation, the performance can be impaired.

Consider commands collect and compare information. When a call is processed in the vector, the first consider step collects and temporarily saves the following information about split 1:

• The fact that split 1 is a local split.

• The queue priority that is specified in the consider step.

• The user adjustment that is specified in the consider step.

• The split’s

  • Split number

  • Expected Wait Time (EWT)

If EWT=0, which indicates that more than one agent is available, the step also collects all the agent information required by the BSR available agent strategy. This includes:

• Agent Idle Time (AIT)

• Agent Occupancy (AOC)

• The skill level of the agent in the split or skill who receive the next call

In the example, the splits do not have an available agent when the consider series executes. If a split has an available agent, the call is delivered to that split by the queue-to best step. Since there are no available agents in either split, the complete set of saved data now defines the best resource. The second consider step collects and compares the same data to the current best data. For this example, if the EWT for split 1 is 40 seconds and the EWT for split 2 is 20 seconds, when the second consider step executes, the data replaces the best data from step 1 because the adjusted EWT is lower. The best data is essentially a placeholder. When a queue-to best step executes, the step reads the data saved as the best at the moment and queues the call to the split. In this case, the best data was collected from split 2, so the call is queued to split 2 at the specified priority.