Screens

Vector Directory Number

To link a VDN to a BSR vector.

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

Call Vector

To confirm that BSR is administered.

To write vectors that use BSR commands.

Commands

consider split/skill

To retrieve the EWT or agent data required 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.

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

Use the best keyword 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 when the reduction in EWT is not enough to be useful. Wait improved means that the EWT of a call must be improved by a specific amount, specified in seconds, over the current EWT or Communication Manager does not queue the call to the additional split or skill.

User adjustment

adjust-by

To specify your preferences for the splits or skills to handle the calls for a particular application, reflecting factors such as agent expertise or reducing calls to a backup split or skill. When a vector checks a local resource you can make the selection of that split or skill less desirable. The higher the setting, the lesser the chance that the resource is selected over another with a lower setting. For example, set to 30 makes that choice 30 percent less desirable. With EWT returned, the setting increases the returned EWT for comparison with other returned EWTs. As a result, the split or skill is less likely to service the call unless its EWT is significantly less than that of any other available split or skill.

Optionally, the adjust-by parameter 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 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.