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Avaya Call Management System Database Items and Calculations
Multiple split/skill queuing example
In the following Multiple-Split/Skill Queuing example, the call queues to split/skill 1 first, then queues to split/skill 2 after 15 seconds. After another 10 seconds, the call queues to split/skill 3. The call is now queued to splits/skills 1, 2, and 3 at the same time. See the example for disposition of the call for all three splits if the call abandons, is answered, or is routed to a VDN.
Call disposition |
Split/skill 1 |
Split/skill 2 |
Split/skill 3 |
|---|---|---|---|
Abandoned from queue |
ABNCALLS ABNTIME = 30 |
DEQUEUECALLS DEQUETIME = 15 |
DEQUEUECALLS DEQUETIME = 5 |
Split/skill 2 answered |
OUTFLOWCALLS OUTFLOWTIME = 30 |
ACDCALLS ANSTIME = 15 INFLOWCALLS |
DEQUEUECALLS DEQUETIME = 5 |
Route to VDN |
OUTFLOWCALLS OUTFLOWTIME = 30 |
DEQUEUECALLS DEQUETIME = 15 |
DEQUEUECALLS DEQUETIME = 5 |
Abandoned from ringing split/skill 2 |
OUTFLOWCALLS OUTFLOWTIME = 30 |
ABNCALLS ABNTIME = 15 |
DEQUEUECALLS DEQUETIME = 5 |