rsiler01

Is anyone aware of a way to "control" the amount of volume routed to a particular site via BSR routing/consideration?

We have a 4 call center network where BSR is used to route volume based on EWT. For one of these centers/locations, we would like to limit the number of calls routed there over a certain timeperiod (could be 1/2 hr, hour, day, etc.).

Platform is S8700...

Any advice???

Thanks

Richard

PBXBear

The best way would be on receiving PBX where you want to limit calls - modify the Status Poll vectors to return an infinite wait based on your desired variables (whether counted calls, EWT, TOD, VIV...etc).

We've gotten really creative with our status polls for different scenarios.

Email me if you'd like to work out some more scenarios.

Regards,

Chris L.
cjlarkin at mac dot com

PBXtech.info

 

oni_lucent

Hi,

Is it possible 4 u sharing with us all ?

Thankx

Bruno Santos
OniTelecom

PBXBear

Here is an example of Status Poll and what you can do to limit the number of calls:

The basic scenario checks for a Holiday, see if the emergency skill is staffed - if those are validated then it will reply-best infinite EWT based on our dummy skill. If there are no available agents in the skill same reply. (Yes, usually this step is based on "Staffed Agents" - long story, don't ask). :-)

To limit calls, you could insert various steps at 4.

04 4 goto step 10 if [calls-queued, counted calls, EWT or oldest call-waiting].

(Step 10, because of the insert everything will be moved down one).

CALL VECTOR

Number: 821 Name: Status Poll
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 goto step 9 if holiday in table 1
02 goto step 9 if staffed-agents in skill [EMERG SKILL] > 0
03 goto step 9 if available-agents in skill [XXX] < 1
04 consider skill 1st pri l adjust-by 0
05 consider skill 2nd pri m adjust-by 0
06 consider skill 3rd pri h adjust-by 0
07 reply-best
08 stop
09 consider skill 600 pri l adjust-by 100
10 reply-best
11 stop

PBXBear

Forgot you could use VIV as well to create the volume variable. Unforunately, though I've been trained in VIV - we stuck on a release 10. Ugh! I want new toys to play with. :-)

-Chris

oni_lucent

Thanks a lot...
Bruno Santos
OniTelecom

PBXtech.info

 

rsiler01

Thanks Chris...I'll pass this along to the engineers here...will get back with you if we have a follow-up question. Thanks again.

Richard