Check skill command

[whitfield77]

Here's an easy one?
When using the check command, ie.. check skill x if available agents > y, will the PBX continue recheck that skill after a predetermined amount of time? Or, will it only look at that skill once and then move on to the next step.
We have a debate going on in the organization and I've heard both versions.

Anyone know for sure??

Chris

 

[europe]

definitly it will only look at that skill once and then move on to the next step.

Otherwise what would be the difference between queue and check?

Want to know for sure read this and have fun:

http://support.avaya.com/elmodocs2/definity/r9_5/230521_6.pdf

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[europe]

oops I stand corrected this is what i found in the link I provided earlier

Calls that come into the Call Vectoring system can be queued to a maximum of three ACD
splits. Two commands are used to queue calls to splits.

The queue-to split command queues a call unconditionally. The command sends a call to a
split and assigns a queuing priority level to the call in case all agents are busy.

The check split command conditionally checks the status of a split for possible termination
of the call to that split. The command either connects the call to an agent in the split or
puts the call into the split’s queue (at the specified priority level) if the condition specified
as part of the command is met.

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[whitfield77]

europe,

I agree with your first response. If the condition is not met, then I would expect the vector to continue processing without rechecking the specified skill to see if the condition has changed. I think the only way to recheck would be to loop back to the 'check' step.

The latest I have heard (from an "Avaya guru", which I take with a grain of salt) is that the check skill x unconditionally will continually check the skill - although I don't know what it's checking for, sounds like a queue-to) but if you check skill x if available agents > y it will only check the skill once, during that step to see if the conditions are met. If the conditions are met, the call is queued. If the conditions are not met, the process continues to the next step.

Thanks for your input. I'ts nice to know I'm on the right track.

Chris

 

[pcanepa]

Hi!
Just to let you Know, in "my" definity, doing a check split do not queue that call in the checked split. If the condition applies (avail agents>1, as an example), vector could enqueue the call in the new queue.
This is exactly what you want from this command: just check some familiar split to see if it has available agents who can give us a hand. If this is the case, ask that call for me!

Regards,
pcanepa

 

[dufus2506]

-------------------------
From the vectoring guide:

The check command checks the status of a split or skill against conditions specified in the command. If the conditions specified in the command are met, the call is terminated to the split (skill). If the conditions are met but no agents are available, the call is queued to the split (skill) and waits for an agent to become available.
-------------------------

Of course, this looks suspiciously like the way "queue-to" works as well. Because it is. Exactly.

Your Avaya guru is a bit off, since the 'check' command can have the same conditional situations that the 'queue-to' command can have.

It's specific role is to parse out calls in the CMS VDN reports differently. If a call is answered in a split/skill that was controlled by a 'queue-to' command, it's considered 'answered in main'. If it's answered by a split/skill that the call reached through the 'check' command, it's considered answered by a 'backup' split/skill.

If you don't really care which is which, then the two commands (queue-to and check) can be used pretty much interchangeably to move a call to a new split/skill's queue.

If you want to know if the primary split/skill didn't handle the call, and the secondary split/skill did, then use the 'check' command to queue the call to the second split/skill.


Carpe dialem! (Seize the line!)