Split/skill tables

The number of CALLSOFFERED that are given a busy signal by the communication server. This occurs when the “busy” vector command is executed while the call is queued to this split/skill and this is the primary split/skill to which the call is queued, or if a call queued to this split/skill forwards to another split/skill whose queue is full. A busy is given when a nonvector-controlled split has: a full queue, no queue and no available agents, or no agents that are staffed. This is a cumulative item.

Trunk Group tables

The number of INCALLS that are given a busy signal by the communication server. This occurs when the “busy” vector command executes. BUSYCALLS occurs if a call is routed to a split/skill with coverage set to “yes” and there are no agents available, the queue is full or there is no queue, there is no coverage, and an announcement has played or the trunk is not a CO trunk. BUSYCALLS can occur if a call is routed to a direct agent with coverage set to “yes”, the agent is not logged in, no coverage path is administered, and an announcement has played or the trunk is not a CO trunk. BUSYCALLS can occur without vectoring when a split queue is full or there are no queue slots available, no busy coverage is administered and an announcement has played, or the trunk is not a CO trunk.

This is a cumulative item.

Vector tables

The number of INCALLS that are given a busy signal by the communication server. This occurs when the “busy'' vector command executes. In addition, BUSYCALLS occurs if a call is routed to a split/skill with coverage set to “yes” where there are no agents available, the queue is full or there is no queue, no coverage path is administered, and an announcement has played or the trunk is not a CO trunk. BUSYCALLS occurs if a call is routed to a direct agent with coverage set to “yes”, the agent is not logged in, there is no coverage path administered, and an announcement has played or the trunk is not a CO trunk.

This is a cumulative item.

VDN tables

The number of INCALLS that are given a busy signal by the communication server. This occurs when the “busy'' vector command executes. BUSYCALLS also occurs if a call is routed to a split/skill with coverage set to “yes” where there are no agents available, the queue is full or there is no queue, no coverage path is administered, and an announcement has played or the trunk is not a CO trunk. BUSYCALLS occurs if a call is routed to a direct agent with coverage set to “yes”, the agent is not logged in, there is no coverage path administered, and an announcement has played or the trunk is not a CO trunk.

This is a cumulative item.