You can modify the default trunk string values. The following table describes the options available under each area:
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Area
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Description
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Trunk State
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To change any of the trunk state default names, enter a new descriptive word next to any of the following:
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IDLE: The trunk is waiting for a call.
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SEIZED: An incoming or outgoing call is holding the trunk.
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QUEUED: An ACD call has seized the trunk, is queued to a split/skill, and is waiting for an agent to become available.
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CONN: The caller and an agent are connected on a call.
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DABN: The caller has abandoned the call.
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FBUSY: The caller receives a forced busy signal.
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FDISC: The caller is disconnected.
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HOLD: The agent has put the caller on hold.
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MBUSY: The trunk is out of service for maintenance purposes.
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RINGING: The call is ringing at an agent's voice terminal.
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UNKNOWN: CMS does not recognize the trunk state.
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Queue Type
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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.
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MAIN: The call was queued to a split/skill as a result of a queue to main split/skill vector command.
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BACKUP: The call was queued to a split/skill as a result of a vector command other than queue to main split/skill.
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Call Priority (Non-Vectoring)
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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.
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Call Priority (Vectoring)
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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.
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LOW: The call occupying the trunk is queued to a split/skill at the lowest priority level.
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MED: The call occupying the trunk is queued to a split/skill at the second lowest priority level.
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HIGH: The call occupying the trunk is queued to a split/skill at the second highest priority level.
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TOP: The call occupying the trunk is queued to a split/skill at the highest priority level.
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Call Direction
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To change the call direction default names, enter a new descriptive word next to IN or OUT.
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All Trunks Busy
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To change the all trunks busy default names, enter a new descriptive word next to YES or NO.
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