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ACD and call management systems — BCMS and Avaya CMS
Intraflow and interflow
When a call is intraflowed or interflowed from a split/skill, CMS counts the call as an
outflow call for the split/skill. If a call is intraflowed into a split/skill, CMS counts the call as
an inflow call for the split/skill. CMS counts interflowed calls as ordinary incoming calls for
the split/skill. However, because calls can be intraflowed/interflowed to destinations that
are not splits/skills or are not measured by CMS, an outflow call from a split/skill will not
always show a corresponding inflow call for another split/skill. Conversely, because calls
can be intraflowed/interflowed into a split/skill from originating locations that are not
measured by CMS, an inflow call to a split/skill may not show a corresponding outflow from
another split/skill.
If an intraflowed/interflowed call connects to an agent in the destination split/skill, that call
is counted as an ACD call for the split/skill.
A dummy split/skill may be established which intraflows calls to another split/skill. For CMS
to count outflow calls for dummy splits/skills, intraflow should be established using the Call
Forwarding feature. If Call Coverage is used to intraflow calls, at least one agent must log
into the dummy split/skill and go into ACW, and the call must queue to the dummy split/skill
for at least one ring cycle for an outflow call to be counted.
For communication servers with the Call Vectoring feature, intraflow and interflow work
differently, and CMS data related to intraflow and interflow are recorded differently.
Redirection on No Answer (RONA)
When a ringing call times out and is requeued to the same split/skill by the Redirection On
No Answer feature, Avaya CMS counts an outflow and an inflow for the split/skill. That is,
the redirected call appears as two offered calls to the split/skill. If the call redirects from
ringing to a VDN, there is outflow from the initial VDN and from the split/skill. If the call was
in another VDN prior to redirection to another VDN, then there is inflow to that VDN.
Also, NOANSREDIR is incremented for the split/skill and the VDN. For CMS R3V2 and
newer, the database item NOANSREDIR is also incremented for split/skill and for VDN, if
the call is in a VDN. If a split/skill is set up so that split/skill calls do not redirect back to the
split/skill except by way of the Redirection On No Answer feature, the unique calls offered
to the split/skill can be calculated by subtracting the value of NOANSREDIR from
CALLSOFFERED.
If a call redirects from ringing to a VDN, there is outflow from the split/skill and, if the call
was in another VDN, there also is inflow to the new VDN and outflow from the initial VDN.
The NOANSREDIR is incremented for split/skill and VDN.
Phantom abandon call timer
CMS can collect information about phantom abandon calls. When this capability is
enabled, calls with a talk time (duration) shorter than the administered value (1 - 10
seconds) are counted as phantom abandon calls. Setting the timer to zero disables it. CMS
uses the PHANTOMABNS database item to store the number of phantom abandon calls.
Issue 1.0 May 2003
49
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