Instruction manual

Call center
555-233-76764 Issue 4 May 2003
Best service routing (BSR)
Best service routing (BSR) distributes the call to the best local or remote split/skill
among the resources to be considered, based on expected wait time (EWT) or
available agent characteristics.
Best service routing (BSR) polling over IP
without B-channel
Best service routing (BSR) polling over IP without B-channel provides the ability
to do BSR polling between multiple sites over H.323 IP trunks without requiring
an ISDN PRI B-channel. This also eliminates the associated IP media processor
hardware.
QSIG temporary signaling connections are used by the BSR polling software to
eliminate the need for the IP media processor board, thereby making BSR an even
more cost effective multi-site solution.
Expected Wait Time (EWT) routing
The Expected Wait Time (EWT) feature makes call center routing decisions based
on waiting time for calls in queue, using a patented algorithm that continuously
estimates call waiting times. Announcements of the wait time customers can
expect before their call is answered can make time in queue more tolerable.
Call center messaging
Call center messaging gives the calling party the option of leaving a message or
waiting in queue for an agent. This may be used for an online order entry system
or to further automate an incoming call center operation.
Holiday vectoring
With holiday vectoring, a flexible approach for managing incoming calls on
special dates is available. Holiday vectoring allows for branching and routing of
calls based on information about special schedules. The special schedules are
recorded in tables, each of which can hold up to 15 special dates or ranges of
dates. Holiday vectoring makes it possible for up to 10 tables to be treated
differently in vector processing.
Vector Directory Number (VDN)
Calls access Communication Manager vectors using Vector Directory Numbers
(VDN). A VDN is a “soft” extension number that is not assigned to a physical
equipment location. A VDN has several properties that are administered by the
system manager.