Queue (Tfc003) - Nortel TFC002 Manual

Page 26 of 64 Engineering information

Queue (TFC003)

553-2681-100 Standard 5.00
If the CAS feature is not active, queue measurements are recorded at the Main
and Remote locations in the normal manner. When the CAS feature is active,
calls that originate at the Remote site and are handled over an RLT by the
CAS attendant at the Main location are measured and recorded in TFC003 at
the Remote site. For these measurements, the Remote site interprets the RLT
as a local attendant. Calls dialed specifically to the local attendant at the
Remote site are also reflected in TFC003 when the CAS feature is active.
TFC003 measurements are recorded in the normal manner at the Main site.
For measurements at the Remote site when CAS is active, TFC003
definitions should be interpreted as follows. (See also
Average attendant response
This is the average time between a call being presented to an attendant
console and the CAS attendant answering it.
Average time in queue
This is the time that calls spend in the attendant queue averaged over all calls
that are placed into that queue.
Average speed of answer
This is the time that a call waits for its request to terminate at an attendant
recognized by the system and before it is answered.
Peg count of calls delayed
This count is incremented whenever a call is removed from the attendant.
Peg count of abandoned calls
This count is incremented whenever a call abandons before being answered
by the CAS attendant.
August 1996
Figure 3.)