Operation
Use the check command to check the status of a split or skill against the conditions that you specify in the command. If the conditions specified in the command are met, the call is delivered to the split or skill. If the conditions are met, but no agents are available, the call is queued to the split or skill waiting for an agent to become available.
You can use each check command with one of the following parameters:
To use the check split or skill command, you must specify the split or skill that you want to check. The check best command checks the status of the best split or skill identified by the immediately preceding series of consider steps and delivers or queues the call to the split or skill. You do not have to specify the split or skill in check best commands as Communication Manager compares many skills and identifies the best in the preceding series of consider steps.
You can customize the command to check for or respond to specific conditions. For example, you can specify the check command to put calls in a queue or deliver calls unconditionally. You can use the command to put calls in a queue or deliver calls if any of the following is true:
Number of available agents is greater than the threshold value.
Number of staffed agents is greater than the threshold value.
Number of calls queued for a specified priority level or higher is less than the threshold value.
Oldest call waiting in a queue at the specified priority level or higher is waiting less than the threshold value, which is expressed in seconds.
Rolling Average Speed of Answer (ASA), which is expressed in seconds, is less than the threshold value.
Expected Wait Time (EWT), which is expressed in seconds, is less than the threshold value.
EWT is improved by more than the threshold value by queuing the call to the specified split or skill. EWT in the specified split or skill is compared to the current EWT of the call . The EWT of a call is infinite if the call is not in a queue.
A call can be queued simultaneously to up to three splits or skills. A call remains queued until vector processing terminates, using a successful disconnect, busy, or route-to command, or using an abandoned call. The call is routed to another VDN, by a route-to number or route-to digits command, or the call reaches an agent. When an agent becomes available in a split or skill to which the call is queued, the following actions take place:
Call begins to ring.
Communication Manager removes the call from the queue when an agent answers the call.
Vector processing terminates.
If the desired backup split or skill is one of the splits or skills to which the call is already queued, the call is re-queued at a new priority level, provided the command conditions are met. The step is skipped and vector processing continues at the next step if any of the following conditions is true:
Command conditions are not met.
Queue of the split or skill is full.
Desired split or skill has no queue and no available agents.
Desired split or skill is not vector-controlled.
Call is already queued to the split or skill at the specified priority level.
Call has been previously queued to three different splits or skills.
A route-to command to another VDN can be used to remove a queued call from the splits or skills. The steps in the routed-to vector can then be used to queue the call to other splits or skills.
The check skill command can further have a skill level preference parameter. The skill level preference parameter can be a skill level or a range of skill levels. With the option, you can choose to route calls to an available agent with the specified skill level. Skill level preference is applied under the following conditions:
Agents with the specified skill must be available, otherwise, the step is skipped and vector processing continues at the next step.
The administered skill must be of type EAD-MIA or EAD-LOA.
If agents with the specified skill level are unavailable, the call is routed to an available agent with the specified skill.
