Best Service Routing Application Plan

• To define the group of remote sites to be polled by a specific application.

• To assign a unique name and number to each application.

• To assign routing numbers for the status poll and interflow VDNs.

Vector Directory Number

• To link a VDN to a BSR application by the application number.

• To link the VDN to a BSR vector.

• To set the agent selection strategy to be used for all calls to that VDN.

Call Vector

• To confirm that BSR is administered and to program the vector steps for BSR.

ISDN Trunk

• To administer Communication Manager to forward user information by Shared UUI or QSIG MSI.

List Best Service Routing Applications

• To display a list of all the BSR applications by name and number.

System Capacity

• To monitor the number of BSR application-location pairs assigned in the system.

VDNs and Vectors

Primary VDN, which is the active VDN for the call at the origin, as determined by VDN Override Rules

• To define the application plan and available agent strategy used by the vector assigned to this VDN.

Primary vector

• To control call processing at the original server and compare local and remote resources.

Status poll VDN or vector

• To respond to status poll calls from another server. The status poll vector checks a set of local splits or skills and returns data on the best resource to the original server.

Interflow VDN or vector

• To accept BSR calls from another server and to queue the calls to the best of the local resources.

Commands

consider split/skill

• To obtain the EWT or agent data needed to identify the best local resource. One consider step must be written for each split or skill that is to be checked. Since the consider command is designed to compare more than two resources, consider commands are written in a series of more than two commands with the sequence terminating in a queue-to best vector step. This set of consider commands and a queue-to best step is called a consider sequence.

consider location

• To obtain the EWT or agent data required to identify the best resource at a remote server. One consider step must be written for each location that is to be checked. Routing information is obtained from the BSR Application plan for the active VDN.

reply-best

• To return data to another server in response to a status poll.

queue-to

• With the best keyword to queue calls to the best resource identified by the consider sequence.

check

• With the best keyword to queue calls to the best resource identified by the consider sequence if the resource meets certain conditions.

Key word

best

• In queue-to, check, and goto commands that refer to the resource identified as best by a series of consider steps

Conditional

wait-improved

• To prevent calls from being queued to an additional split or skill that can be local or remote when the reduction in EWT is not useful.

  Wait improved means that the EWT of a call must be improved by a specific amount, which is a figure that you specify in seconds, over the current EWT or the server does not queue the call to the additional split or 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 lesser the chance that the resource is selected over another with a lower setting. With EWT returned, the setting increases the returned EWT 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. 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. 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.