Ordering settings
The Ordering page provides options for defining the order in which records are retrieved from each individual queue. For example, you might want to first dial records with a higher number of attempts when scanning the Recall queue.
Order/Weight
Defines the ordering of records, by field, in each queue.
Ordering is used to retrieve records in the exact specified order. Consecutive numbers are typically specified when setting up ordering. For example, to call all records in the North region, before records in the South region, specify Ordering and set North Order=1 and South Order=2.
Weighting is used to retrieve all records that are provided a weight in the specified ratios. Percentages are typically specified when setting up ordering (percentages adding up to 100% are not required). For example, you could specify Weighting and set North Weight=50, East Weight=25, and West Weight=25 to indicate the North region records should make up 50% of the records while East and West records should each make up 25% of the total. If you then retrieve 100 records, you should see approximately 50 of the records coming from the North, 25 from the East, and 25 from the West. The algorithm employs random numbers, thus ensuring that values will not be exact and the correct ratio is assigned (provided enough records are selected).
Queue rules are followed, which means the availability of records in each queue has an impact on the overall weighting.
1 Select either Order or Weight.
2 Select the appropriate field from the menu.
3 Click
Add Field Order/Weight to open the Field Order dialog. The dialog allows you to define how record fields are ordered. For more information, see
Field Order dialog.
Order records by. The table displays the user-defined record order. Before performing any of the following tasks, you must first select a field row from the table.
4 Use the
Up and
Down buttons
to reorder the
Order records by list.
5 Click the
Edit record order by field button
to open the Field Order dialog and edit existing field order definitions.
6 Click the
Delete field order button
to delete existing field order definitions.
Prioritize recalls over fresh
Allows you to specify the frequency in which recalls to busy and other unanswered calls take priority over calls to new numbers. Specify a percentage to check the RECALL queue before the FRESH queue. For example, specifying a value of 25% would result in the RECALL queue being checked before the FRESH queue for one-in-four calls. The default value is 90%.
Prioritizing recalls to less than 100% is the best option for reducing clumping. However, if there are no yet any FRESH records, randomizing the recall times can reduce the clumping of recalls after the first clump in a shift or daypart. The multimode1_sample.mrs script randomizes the recall time around the specified delay (using the specified before a recall time as the margin, and adjusting that recall time between 2 and 10 minutes as the recall time after). For example, when the busy delay is 30 minutes and the before a recall time is 10 minutes, numbers will be recalled between 20 and 40 minutes from their return time.
Order records within each queue by
The table displays the current field order for each queue. You can define the queue record order, add new queue order rules, and delete queue order rules.
To edit an existing queue order
Click the
Edit queue order button
to open the Queue Order Edit dialog and edit the selected queue’s field order.
To add new queue order rules
Click the
Add queue order button
to open the
Queue Order Edit dialog and create a new queue field order.
To delete existing queue order rules
1 Select the appropriate queue order from the Order records within each queue by list.
2 Click the
Delete queue order button
.
To edit, create, and delete queue order rules, see
Queue Order Edit dialog.
Notes
▪When defining new queue ordering rules, the new rules will not take effect until they are added to the sample management script.
▪When removing queue ordering rules, the rules must also be removed from the sample management script.
▪When queue ordering and field/weight ordering are both specified, queue ordering is used to resolve parallel ordering.
▪Records with values for which no order or weight are specified are retrieved last from the Appointment queue (records are not retrieved from any of the other queues).
See also