The following table describes the available exceptions for calls to a VDN:
Exception type |
Description |
Time in vector (max) |
The maximum acceptable time in seconds that a call can spend in vector processing. This exception can only be triggered once per interval. |
Time at agent (min) |
The minimum time in seconds that a VDN call is connected to an agent. This exception can only be triggered once per interval. |
Time at agent (max) |
The maximum time in seconds that a VDN call is connected to an agent. This exception can only be triggered once per interval. |
Number calls abandoned while in vector |
The maximum number of calls that can be abandoned while in the vector for processing. This exception can only be triggered once per interval. |
Number calls forced busy |
The maximum number of calls that receive a busy signal from the switch during an interval. This exception can only be triggered once per interval. |
Number calls disconnected |
The maximum number of calls that can be disconnected during vector processing. Disconnects can be caused by the disconnect vector command, by the vector disconnect timer, or because a call reached the end of vector processing without being queued. Calls that are disconnected after receiving a busy signal are not included. This exception can only be triggered once per interval. |
Number calls in ACD split queue |
The maximum number of calls in a split/skill queue. |
Number calls that flowed into VDN |
The maximum number of calls that can enter the VDN through vector routing command or a transfer from a local extension. This exception can only be triggered once per interval. |
Number calls that flowed out of VDN |
The maximum number of calls that can be routed from the current VDN to another VDN or external destination. This exception can only be triggered once per interval. |
Number calls interflowed out of VDN |
The maximum number of calls that can interflow to an external destination. This exception can only be triggered once per interval. |
Number calls handled by backup split |
The maximum number of calls that can be connected to a backup split/skill during an interval. A check backup split, check backup skill, messaging split, or messaging skill vector command causes a call to be handled by a backup split/skill. This exception can only be triggered once per interval. |
Number unsuccessful look ahead interflow attempts |
The maximum number of calls that fail to interflow to another ACD system during an interval. This exception can only be triggered once per interval. |
Number unsuccessful adjunct routing attempts |
The maximum number of failed attempts to connect a call to an adjunct host computer during an interval. The failure can occur because the connection to the adjunct is out of service or busy, or because the adjunct software rejects control. This exception can only be triggered once per interval. |
Rolling Average Speed of Answer (seconds) |
The maximum amount of time in seconds that is calculated for the rolling ASA for a VDN. This exception can only be triggered once per interval. An occurrence is counted when CMS receives an ASA that exceeds the specified time limit. An exception is triggered when the threshold is exceeded. |
