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ACD contact center features
Vector commands for multi-site BSR
The following table summarizes the vector commands and command elements that
support multi-site BSR applications.
Vector commands and usage for multi-site BSR
Commands and command
elements
consider
Commands
split/skill
consider
location
reply-best
queue-to
check
best
Key word
112 Communication Manager Guide to ACD Call Centers
Use this...
to obtain the Expected Wait Time or agent data needed to identify
the best local resource. One consider step must be written for
each split/skill you want to check.
to obtain the Expected Wait Time or agent data needed to identify
the best resource at a remote communication server. One
consider step must be written for each location you want to
check. Routing information is obtained from the BSR Application
plan for the active VDN.
to return data to another communication server in response to a
status poll
with the best keyword to queue calls to the best resource
identified by the consider sequence.
with the best keyword to queue calls to the best resource
identified by the consider sequence if the resource meets certain
conditions.
in queue-to, check, and goto commands that refer to the
resource identified as best by a series of consider steps
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