Trunk string value descriptions

Last Updated : Nov 18, 2024 |

You can modify the default trunk string values. The following table describes the options available under each area:

Area

Description

Trunk State

To change any of the trunk state default names, enter a new descriptive word next to any of the following:

  • IDLE: The trunk is waiting for a call.

  • SEIZED: An incoming or outgoing call is holding the trunk.

  • QUEUED: An ACD call has seized the trunk, is queued to a split/skill, and is waiting for an agent to become available.

  • CONN: The caller and an agent are connected on a call.

  • DABN: The caller has abandoned the call.

  • FBUSY: The caller receives a forced busy signal.

  • FDISC: The caller is disconnected.

  • HOLD: The agent has put the caller on hold.

  • MBUSY: The trunk is out of service for maintenance purposes.

  • RINGING: The call is ringing at an agent's voice terminal.

  • UNKNOWN: CMS does not recognize the trunk state.

Queue Type

To change the queue type default names, enter a new descriptive name next to MAIN or BACKUP. The name entered here is displayed instead of the default value in real-time reports containing the trunk QUETYPE database item. Standard reports do not contain this item.

  • MAIN: The call was queued to a split/skill as a result of a queue to main split/skill vector command.

  • BACKUP: The call was queued to a split/skill as a result of a vector command other than queue to main split/skill.

Call Priority (Non-Vectoring)

To change the call priority (non-vectoring) default names, enter a new descriptive name next to YES or NO. The name entered here is displayed instead of the default name in real-time reports containing the trunk PRIORITY database item. Standard reports do not contain this item.

  • YES: The call occupying the trunk has priority entering the trunk.

  • NO: The call occupying the trunk does not have priority entering the split.

Call Priority (Vectoring)

To change the call priority (vectoring) default names, enter a new descriptive name next to LOW, MED, HIGH, or TOP. The priority level at which calls on a trunk queue to a split/skill is specified using either the queue to split/skill or check split/skill command in the vector that is processing the call. The name entered here is displayed instead of the default name in real-time reports containing the trunk PRIORITY database item. Standard reports do not contain this item.

  • LOW: The call occupying the trunk is queued to a split/skill at the lowest priority level.

  • MED: The call occupying the trunk is queued to a split/skill at the second lowest priority level.

  • HIGH: The call occupying the trunk is queued to a split/skill at the second highest priority level.

  • TOP: The call occupying the trunk is queued to a split/skill at the highest priority level.

Call Direction

To change the call direction default names, enter a new descriptive word next to IN or OUT.

  • IN: The trunk is on an incoming call.

  • OUT: The trunk is on an outbound call.

All Trunks Busy

To change the all trunks busy default names, enter a new descriptive word next to YES or NO.

  • YES: All trunks in the trunk group are busy (in use or maintenance).

  • NO: Not all trunks in the trunk group are busy.