Lucent Technologies Release 3 Version 8 User Manual

CentreVu® CMS R3V8 Database Items and Calculations

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Best Service Routing (BSR) allows calls to be balanced at a single site or 
between multiple sites. BSR is enhanced multi-site routing that provides 
new call vectoring functions that build upon the Look-Ahead Interflow 
feature to route a call to the “best” split/skill on a single Enterprise 
Communications Server (ECS) or to the “best” split/skill in a network of 
DEFINITY ECSs. The “best” split/skill is defined as the local split/skill or 
remote ECS that offers the shortest waiting time for the call in a call 
surplus (calls queued) situation for the application. The waiting time is 
calculated using the 

DEFINITY ECS’s Expected Wait Time (EWT) 

predictor, and can be adjusted by the user. In an agents available 
situation, the “best” split/skill is determined based on the assigned 
available agent strategy. BSR data is tracked in the vector, VDN, and call 
history tables.

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CentreVu CMS does not know what state agents are in immediately after 
they have logged in (or right after the link to the switch has come up) until 
notified by the switch. The time the agent spent in this state is tracked as 
I_OTHERTIME and TI_OTHERTIME and the agent's state is displayed 
as OTHER. 

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For Generic 3 switches, the time between logging in and moving to the 
AUX state depends on the time it takes for the agent logging in to release 
the call or go on-hook or for the switch to time the call out (about 5 to 10 
seconds).