Agent phone display

If Communication Manager forwards the collected digits with an interflowed call, the forwarded digits are displayed on the phones display of the agent who answers the call.

Look-Ahead Interflow (LAI)

Restrictions and interactions that apply to LAI also apply to BSR status poll and interflow calls.

Basic Call Management System (BCMS)

BCMS does not log LAI attempts. Therefore, BCMS does not log BSR status polls, which are treated as LAI attempts.

Call Vectoring

The following considerations apply to all vectors when you set BSR to y.

Direct Department Calling (DDC)

BSR functions when the splits use DDC call distribution. Once Communication Manager determines the best resource, the actual call distribution follows the DDC setting of the split irrespective of the BSR available agent strategy. You cannot use DDC as a BSR available agent strategy.

Distributed networking using QSIG Manufacturers Specific Information (MSI)

BSR does not function with systems from other vendors, unless the vendor develops a corresponding capability that works with Communication Manager.

Expert Agent Selection (EAS)

EAS must use the EAD-MIA or EAD-LOA available agent strategy. You can use the EAS VDN skills, that is, first, second, or third in the consider skill commands.

Facility Restriction Levels (FRL)

The FRL applies to status poll and interflow calls in the same way FRL works with the route-to number command.

Integrated Services Digital Network (ISDN)

BSR and globally supported information transport are fully functional over ISDN-PRI or ISDN-BRI trunking facilities.

Location Preference Distribution

Use location preference distribution to select an available agent within the call center during the consider and queue-to best step operations. You cannot use local preference distribution across system sites. In this case, there is no multisite network region.

Look Ahead Routing (LAR) - BSR incompatibility

LAR and BSR are incompatible. If a trunk is not available at the site being polled, an alternative route using an Alternate Route Selection (ARS) pattern can be used to poll, provided there is a secondary route available that supports transporting shared UUI in the DISCONNECT message. This does not use LAR. If no route is available for polling when a consider location step is executed, BSR processing handles the situation and after a period of 30 seconds, subsequent calls attempt to poll the location again.

The use of alternative routes for polling only works if there are alternative routes for the interflow path, irrespective of whether LAR or BSR is in use.

Multiskill queuing

A call can be queued up to three times by queue-to or check commands in the same vector. One vector can therefore contain up to three series of consider steps. Each series must be followed by a queue-to best step. Each consider series selects the best remote resource from the options you specify and queues the call to the resource.

BSR can queue simultaneously only on the origin Communication Manager. BSR no longer controls a call once BSR queues the call at a remote resource.

Network access

BSR interflow operates over public, private, or virtual private ISDN-BRI and ISDN-PRI networks that meet the criteria explained in network requirements. BSR interflow can also operate over SIP trunks. BSR requires the network support transport of user-to-user data using MSI or UUI as a codeset 0 Information Element (IE), or as shared UUI over SIP trunks. The numbers administered on the BSR Application Plan screen are expected to access VDNs using ISDN, H.323, or SIP trunks, or using the Network Call Redirection (NCR) feature.

Administration or call processing does not prevent access to other types of trunks or to destinations that are not VDNs.

Operating Support System Interface (OSSI)

The new administration commands, conditionals, keywords and screens are available using OSSI.

Path replacement for QSIG/DCS ISDN calls

For calls waiting in queue or in vector processing, even if the call is not connected to an answering user, path replacement can be attempted to find an optimal path for the call. This results in more efficient use of the trunk facilities.

The QSIG ISDN or DCS ISDN trunk path-replacement operation can be triggered for ACD calls by the LAI route-to number vector step, BSR queue-to best vector step, and the adjunct routing vector steps.

QSIG

LAI, BSR, and information forwarding function over QSIG trunk facilities if the remote locations are Communication Manager.

Redirection on No Answer (RONA)

Calls redirected to a VDN by RONA can be subsequently processed by BSR or LAI applications. When RONA redirects a call to a VDN, any best resource data defined in a previous vector is cleared.

Service Level Maximizer (SLM)

The following interactions occur between BSR and SLM:

• The SLM algorithm applies only within a particular call center location, not across locations in a multisite configuration.

• Assignment of reserve agents applies only to skills within a local site.

• SLM always selects the agent for an SLM skill at the remote site. BSR uses SLM to determine the best available agent and when to route the call to that skill.

• The best skill selected at a particular site or across sites when due to multiple consider steps is based on an existing BSR operation. In other words, the shortest adjusted EWT or skill as defined by the available agent strategy.

• The selection of the agent and delivery of the call in the best-chosen skill is based on what is assigned to the skill.

• BSR does not override the skill distribution algorithms and pick a reserve agent, unless the skill distribution algorithm selects that agent due to the current conditions at that site.

Service Observing

You can observe a call in BSR or LAI processing as long as the call is still connected through the local communication server. All current restrictions on Service Observing still apply.

Transfer

If a call is transferred to a VDN, any best resource data defined in previous vector processing is cleared. Transferred calls do not forward any information such as previously collected digits and In-VDN time, that is forwarded with interflows.

Trunk Access Code (TAC)

Do not use routing numbers, that is, status poll or interflow, that utilize TACs, since the required in-band outpulsing slows the setup operation significantly.

VDN Override

VDN Override applies to the BSR Application Number and the Available Agent Strategy fields assigned on the VDN screen. VDN Override also applies to the VDN name forwarded using Information Forwarding. When a consider step is executed, the application number and available agent strategy assigned to the active VDN for the call is used.

VDN Return Destination (VRD)

Communication Manager clears the best resource data for a call when the call leaves vector processing and is not available if the call returns to vector processing.