Instruction/ maintenance manual of the product 555-230-520 AT&T
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555 -230 -520 Issue 4 Septem ber , 1995 DE FINITY Ge neri c 3 Call Vectoring/Ex pert Agent Sel ection (EAS) Guide Graphics © Table of Contents.
Conten ts Issue 4 Sep temb er 1995 iii Tabl e o f Cont ents i 1 Abou t Th is D ocument 1-1 ■ Feat ure Avail ab ility 1-1 ■ W hat is Call V ector i ng? 1-1 ■ W hat is Expert A g ent S elec tion (.
Conten ts iv Issue 4 Se p t em ber 1995 3 Fund a mental s of Cal l Ve ct oring 3-1 ■ I n troduction 3- 1 ■ Call M anagemen t 3 -1 Call F l o w 3-2 Ca ller Cont rol 3-3 Call Queuing to Splits 3-3 S.
Conten ts Issue 4 S ep t e m b er 1995 v Disc onnect 4-7 V oice R espon s e S cripts 4- 8 R outing Calls 4-10 Queuin g Calls to ACD Splits 4-11 Mu ltiple Spl i t Queui n g 4-11 Leaving R ecorded M es .
Conten ts vi Issue 4 Se p t em ber 1995 User-E ntered FAC a nd Extension 5-14 P reprog ramm e d F AC an d Extension 5-14 ■ Dial-A head Digits 5-14 ■ A SAI - Re quested Digit Collec tion 5-18 ■ A.
Conten ts Issue 4 Se ptemb e r 1995 vii 7 AN I and I I- Dig its Rout in g 7-1 ■ I n troduction 7- 1 ■ Comman d Se t 7-1 ■ ANI R outi ng 7- 1 AN I R ou ting E x amp le 7-2 V ector R outing Tab le.
Conten ts vi ii I s sue 4 Sep te m b er 199 5 R eceivin g and Im p le menting th e Call R out e 9-7 ■ M ult iple Out standing R out e R eq u ests 9- 8 User S cenar ios 9 -9 10 Expert Agent Selecti o.
Conten ts Issue 4 Se p t em ber 1995 ix Ca l l Forwardin g 10-27 Call P a rk 10-27 Call Pickup 10-28 Class of Restricti on 10-28 Class of Service 10-28 Di a l Plan 10-28 Dir ect Agent Callin g 10-28 D.
Conten ts x Issue 4 Se ptemb e r 1995 ■ Distribute d Call Centers 11-8 ■ Help Desk 11-10 ■ Insuranc e A g ency/S ervice A gency 11-11 ■ W arranty Servic e (with E AS) 11-15 ■ R e sort R eser.
Conten ts Issue 4 Se p t em ber 1995 xi BCMS In teractions A-21 Announ c e m ent Com m a n d A-22 P urp ose A- 22 Synt a x A -2 2 V alid E ntrie s A-22 R eq uireme nts A-22 Exam p le A -2 2 O p erat i.
Conten ts xi i I ssue 4 S ep te m b er 1995 R eq uireme nts A-31 Exam p le A -3 1 O p erat ion A-31 Answer S u p e rvi si o n C onside r a t ions A- 3 4 Feat ure Interaction s A-34 CMS In teractions A.
Conten ts Is s ue 4 Sep tem b er 19 95 xiii V a lid E ntrie s A-49 R eq uireme nts A-51 Exam p le s A -5 1 O p erat ion A-52 Answer S u p e rvi si o n C onside r a t ions A- 5 3 Feat ure Interaction s.
Conten ts xi v Issue 4 S e p t em ber 1995 R eq uireme nts A-64 Exam p le A -6 4 O p erat ion A-64 Answer S u p e rvi si o n C onside r a t ions A- 6 5 Feat ure Interaction s A-65 CMS In teractions A-.
Conten ts Issue 4 S ep t em ber 1995 xv O p erat ion A-79 Answer S u p e rvi si o n C onside r a t ions A- 7 9 Feat ure Interaction s A-80 CMS In teractions A- 80 A ■ Crite ria for Success / Fail ur.
Conten ts xv i Issue 4 S e p t em ber 1995 D Troublesho otin g Vectors D-1 ■ I n troduction D-1 ■ Unexpected F eature O perat ions D- 1 ■ Unexpected C om man d Operat ions D-3 ■ Converse Comma.
Conten ts Issue 4 Sep temb er 1995 xvii Answered and A ban dons F - 2 Busies a nd Disc o nnects F - 3 V DN I n flows and Out flows F - 3 R 3 C MS and BC MS S tan dards F - 4 V ec tor Inf lows a nd Out.
Conten ts xv iii Is sue 4 Se ptemb er 1995 ■ Script C omp let ion H-9 ■ DEFI N I TY Swit c h D at a C ollect io n H-10 I Security Issues I-1 ■ I n troduction I- 1 ■ R emo te Access I - 1 Front.
Conten ts Issue 4 S e p t em ber 1995 xi x L V4 Feat ure Availab i li ty L-1 M Impr ovi ng Per form a nce M-1 ■ I n tro d uction M-1 ■ Looping Exam p les M-3 Audi ble Feed b ac k M-3 Lookah ead In.
Issue 4 Se p t em ber 199 5 1-1 1 About This Document Feat ure Avail abili ty Call V e c t o ri n g is ava ilable wi th a ll Generic 3 r elea ses. Many of the features discus sed in t his manual are only available with later releas es of the DEFI N I TY switch.
A bout This Doc u ment 1-2 Issue 4 S ep t e m b er 1995 Call V e ctori n g works hand in hand wi th and, more imp o rtant ly, enh ances tradi t ional ACD call proce ss ing , w h ich may b e i l lustra te d as fo llows: 1. Dialed Num ber I denti ficat ion Service 2 .
W hat is Call V ecto ring? Is s ue 4 Sep tem ber 19 95 1-3 W orking toget her, t hese co m pone nts direct incoming and AS AI event re ports and re q uests to the d esired answering dest inat ions, a nd th ey spec ify how each call is t o b e processed.
A bout This Doc u ment 1-4 Issue 4 S ep t e m b er 1995 Here’s an exam ple of a vector : Figure 1-3. Vector Exam ple Each in divid ual vector can co ntai n up to 32 c o m m and steps o r inst ructi ons.
Call V e ctori ng Feat ures Is s ue 4 Sep tem ber 19 95 1-5 Call Vecto ring F eatur es Call V e c t o rin g provides th e f o llowin g fea tures: ■ Basic Cal l Ve ctoring allows you t o “ p rogram” the type o f processing th at is given to a t e leph one call.
A bout This Doc u ment 1-6 Issue 4 S ep t e m b er 1995 T o use Look -Ahe a d Interf low, B asic Call V ec toring a nd I nt egrate d Services D i g ital Netwo rk- Prima ry R ate Interf ace ( I S DN-PR I ) m ust b e enabled. P rivate N etwork A ccess ( P NA ) software ma y also b e re q uired .
R e ferenc e s Is s ue 4 Sep tem ber 19 95 1-7 The level of your expert ise in Call V e ctorin g and/or E AS should det ermine h ow you use the guide . Users who are unfam iliar with Call V e c toring shoul d rea d the overview, t hen study th e tu t orial .
Is sue 4 Sep tember 19 95 2-1 2 Tutorial Intro d ucti on This chap ter is i nte nded to provide you wit h a ‘ ‘practical s t art’’ in using Call Vect oring . T o t h is en d, t h e chap ter p resent s the b asics you need t o write a representative vec tor a n d to enter it on-line.
T u torial 2-2 Issue 4 Septem b er 1995 Proced ures for Basic Screen Admi nistrati on Bas ic Screen Ad minis tra t ion is a f unct ion of the DEFI N IT Y C o m m u n icat ions Syste m. A vect or i s entered o n-line via Ba sic S creen Ad minis tra t ion b y c o m p l e tin g t he Call Vec tor Form.
E ntering the V e c tor On-Lin e Issue 4 Septem b er 1995 2-3 Figure 2 - 2. Call Vector Form (Page 2 o f 3) Figure 2 - 3. Call Vector Form (Page 3 o f 3) Page 2 of 3 CALL VECTOR 12 _______________ 13 .
T u torial 2-4 Issue 4 Septem b er 1995 The fo l lowin g list summa rizes how you can e n ter a vecto r o n -line via Basi c Screen Ad m in istrat ion.
Constru cting a Vec t or: On e Ap p roach Issue 4 Septem b er 1995 2-5 4. E n ter a maxim um of 32 v ec tor c o m ma nds in the b lanks next to the ste p nu mbers. See A p pendi x A fo r a com pl ete d e sc rip t ion of all Call Vect oring com m ands.
T u torial 2-6 Issue 4 Septem b er 1995 phases un til a fi nal ‘‘comp lete’ ’ v e ctor is constructed. A s each p has e i s presented , you ar e i ntrod uced to on e or m ore ne w v ector co m ma nds and/or a p proaches to vector processing.
Constru cting a Vec t or: On e Ap p roach Issue 4 Septem b er 1995 2-7 assigned one of fou r p riorit y levels: top, high, m edium, or low . W ithin a given split (the main sp li t, in our vector) , c a lls are de livered to th e a gent sequen t i ally a s they arrive to the sp lit q ueue a n d a ccording t o t h e priority level assi gned.
T u torial 2-8 Issue 4 Septem b er 1995 assigned any even nu mb er in the r a nge of 0 through 99 8. In our vector, t he t ime specif i ed is 1 0 seconds. In a d di t ion t o the d e l a y p eriod , th e wa it - ti me co mman d provides the ca ller wit h feed b a c k.
Constru cting a Vec t or: On e Ap p roach Issue 4 Septem b er 1995 2-9 Phase 3: Rep eating Delay Announcem ent an d Feed back The vector in t he p revious sect ion provides fe e d back to t he caller after the ca l l is queued.
T u torial 2-10 Is s ue 4 Septemb er 19 95 is passed to the wait-tim e co m ma n d in S te p 4. If the c a l l is sti ll not answe re d b y the time this c o m ma n d c o m p letes, c ontrol is p a ss e d to S te p 5, where the uncondi t ional b ranch is once again ma d e t o S tep 3.
Constru cting a Vec t or: On e Ap p roach Issue 4 Septe m b er 1995 2-11 a medium p riority instead of a low priority, which is assign ed if the c a ll is q ueued b y the q u eue -to ma in spli t command in S te p 1.
T u torial 2-12 Is s ue 4 Septemb er 19 95 Figure 2-8. Checking Qu eue Capacity A ch eck of s pli t 5 i s i mplemente d by the g ot o ste p command in S te p 1. In t his example, 21 sl ots are a ss i g n e d to sp lit 5 (that is, the q u e ue l ength for split 5 is 21 ) .
Constru cting a Vec t or: On e Ap p roach Issue 4 Septe m b er 1995 2-13 Phase 6: C heck i ng for No n-Bu s iness H ours If a c aller calls during non-busi ness hour s, you can st ill provide the cal ler with some in format ion for calling b ack d uring working hours by p laying the a p p ropria te reco rd ed m essage.
T u torial 2-14 Is s ue 4 Septemb er 19 95 Figure 2-10. Ch eckin g for Non -Bu siness Ho urs (Screen 2 of 2) NO TE: Announcement 3222 cou ld cont ain t his m essage: ‘ ‘ We’re sorry. Our off ice i s closed. P lease call back an y d ay b e twee n 8:00 A.
Be nef its of Cal l V e c t oring Issue 4 Septe m b er 1995 2-15 Bene fi ts of Call Vect oring Coupled wi th A uto ma tic Call Dist ribution ( ACD), Call V ectoring enab les te lephone calls t o be p rocessed at a f ast er r ate wi t hin an intelli gent, “rea l-tim e ” system .
T u torial 2-16 Is s ue 4 Septemb er 19 95 NO TE: I f the d ashed number in th e last column is fo llowed by ‘“ F),” the num ber is a f igure numb er.
Be nef its of Cal l V e c t oring Issue 4 Septe m b er 1995 2-17 Call R outi n g Qu eue calls to up to three s pl its sim ult aneously, co nsequentl y i mproving the average speed o f answer an d a g ent p roduct ivity. 4-10, 11-1, 11-4 Im ple men t r outing t o local or d ista n t dest inat ions.
Is sue 4 Sep tember 19 95 3-1 3 Fundamentals of Call V ectoring Intro d ucti on The m anner in whic h a call is proc e s s ed de p en d s upo n a n um ber o f components within b ot h the D EFI NI T Y Syst e m an d the Call V e ctorin g so ft ware.
Fundame ntals of Call Vectorin g 3-2 Issue 4 Septem b er 1995 Call V e ctori ng allow s the chainin g of vector s teps a nd vect ors. A ccordingl y , on e vector can d irect th e call to a n othe r vector or V D N , which in turn can direct the call to ye t anot her vector, e tc .
Call M anagemen t Issue 4 Septem b er 1995 3-3 ■ Adjun ct Routi ng allows the swit c h to request a routi ng desti nation from an adjun ct processor via AS A I. Whe n t his feature is enable d, the switc h sends th e AS AI ad junct a message c onta ining inf or ma t ion a b out t he calling p a r ty.
Fundame ntals of Call Vectorin g 3-4 Issue 4 Septem b er 1995 ■ Call is remove d from any other queues . A nnou nceme nts , musi c, r ingback , o r o t her au dio source ar e also r e moved.
Call M anagemen t Issue 4 Septem b er 1995 3-5 For A CD c a l ls, an a g ent’s s tat e is further d e f ined b y th e re levant work mo de . The followin g list d e sc ribes thes e mod es: ■ After-Call-W ork M o d e makes the agent unavailable to rece ive any A C D calls for any split .
Fundame ntals of Call Vectorin g 3-6 Issue 4 Septem b er 1995 For a CO call , t h e cal ler hea rs CO ringback u n t il o ne o f th e following vector steps is re ached: ■ Announcement (Cal ler h ears the announc e m ent.
Vector Processing Issue 4 Septem b er 1995 3-7 be progr am med to route t o an AC D split comprised of agents who are p rofi cient in handling several typ es of calls. Call V e c t o rin g ta kes the DN I S numb er from t he netwo rk an d in terp rets thi s nu mber as a V DN.
Fundame ntals of Call Vectorin g 3-8 Issue 4 Septem b er 1995 ■ Extensi on . Exten si on num ber used to iden tify t h e V DN. ■ Name . Name t hat i s associated with the V DN. This n am e, w hich is shown on the a g ent ’ s d ispla y, is opt i onal a n d c a n c o ntai n up to 15 charact ers.
Vector Processing Issue 4 Septem b er 1995 3-9 ■ Acceptabl e Ser vice Level . The nu m b e r of seconds within which c al ls to th is VDN should be answered. ■ VDN of O rigin Annc. Ex tensi on . The exte nsion num ber of th e VD N o f Origi n announc e ment.
Fundame ntals of Call Vectorin g 3-10 Is s ue 4 Septemb er 19 95 ‘ ‘ Sales’’ an d ‘‘P arts.’ ’ Let ’s presume the call e r wa nts to talk to so meo ne in ‘ ‘ Sales.
Vector Processing Issue 4 Septe m b er 1995 3-11 ■ Serving a s a coverage p oint for sp ecific call op erations (for examp l e, sending calls to a secretary during the day and to AUD IX a t night) . V D N as a coverage poin t is i llust rate d in Chapter 4, " Basic Ca ll Ve ctoring" .
Fundame ntals of Call Vectorin g 3-12 Is s ue 4 Septemb er 19 95 Each of these cont rol flow t ypes is full y d escribed in th e up co m ing chap t er s. NO TE: Call Ve c t oring has an execut ion lim it of 1,000 st eps. On ce a call en t er s vector processing, a ‘‘loop c ount er’’ keeps track of t he number o f vector steps executed.
Vector Processing Issue 4 Septe m b er 1995 3-13 ■ Rou tin g call s . Calls not im me d iately answered by an agent can be queued to one or more s plits, as expla ined e arlier in t his chap ter. A cal ler can also leave a recorded message if h e o r she c hooses t o d o so.
Fundame ntals of Call Vectorin g 3-14 Is s ue 4 Septemb er 19 95 ■ Discon nect en ds treat ment of a call an d removes the ca ll from t he swit ch . The c o m m a n d also allo w s the op t ional assignm ent of an ann ouncement that will p lay i mme diat ely b ef ore t he disco nnect.
Vector Processing Issue 4 Septe m b er 1995 3-15 ■ Nu mber of s taf fed ag e nts in a s p lit (exp laine d earlier in this ch a p t er ) ■ Nu mber of avail able a gents in a split (explai ned earl.
Is sue 4 Sep tember 19 95 4-1 4 Basic Call V ectoring Intro d ucti on Ba sic C all Vec torin g allows you to ‘‘p rogram’’ th e type o f t reat me nt a te l ephone call receives. Yo u can prog ram accord ing ly b y using a s et o f vector commands.
Ba sic C all Vect oring 4-2 Issue 4 Septem b er 1995 Command Se t The fo l lowin g t a b le illustrat es the c o m ma nds used for Basic Call Vectorin g . Funct ions and Example s Ba sic C all Vect oring allows t he user to emp l oy a numb e r o f d if ferent fu ncti ons to process t elephone c alls.
Functions a n d Exa m p les Issue 4 Septem b er 1995 4-3 The fo llowin g se ct i ons exp lain these functi on s. Provi ding Call Treatm ents In this guide, th e ter m treat ment i s us ed to i ndicate.
Ba sic C all Vect oring 4-4 Issue 4 Septem b er 1995 Delay Anno u ncem ent s Here is an examp l e o f a d elay annou ncemen t: Figure 4-1. Delay Anno uncem ent I f th e caller d oes a s sugg ested b u t e nds up wait in g an a p preci able a m ount of time without r e c eiving f urther f ee d back, he o r she m ay tire of w ait ing an d hang up.
Functions a n d Exa m p les Issue 4 Septem b er 1995 4-5 Informati on Anno unc emen ts Under cert ain circums tances, th e custom er m ay find it necessary to provide the caller with rec orded informat ion that , by its very cont ent , resolves a prob lem with such fi n ality t hat the caller f eels no need to follow up o n his or her call.
Ba sic C all Vect oring 4-6 Issue 4 Septem b er 1995 processing sto ps , the c a l l is dropped. F e ed b ack also c o n tinues wh ile a c all is queued to a converse split, that is , any split route .
Functions a n d Exa m p les Issue 4 Septem b er 1995 4-7 alternat ive a udio o r mus ic s ource unt il it i s re plac ed by a sub sequent vector ste p regard less of the tim e sp ecified in th e wait-tim e step. B usy To ne A busy ton e and subseq uent t erminat ion of vecto r processing ar e pro duced v ia the b usy command.
Ba sic C all Vect oring 4-8 Issue 4 Septem b er 1995 The disco nnect comm a nd itself has a b uilt-in announcemen t op ti on. W e s aw a n example of t he comma n d when we were d iscussing i n fo rma t io n anno uncements earlier in this ch a p t er.
Functions a n d Exa m p les Issue 4 Septem b er 1995 4-9 ■ Text t o s p eech c a pabilit ies. ■ Speech recogn i t ion. ■ Increased recorded announc e m ent c a p acit y . ■ Audio tex a p p lications. ■ In t eract ive V o ice Re s p onse (IV R ) a p p lica tion s.
Ba sic C all Vect oring 4-10 Is s ue 4 Septemb er 19 95 For t his examp l e , le t’ s sup pose firs t that a c a ller would l ike to hear inf ormat ion concern ing car loans. Let’s also assume the call is queued to sp lit 1 ( Step 2) an d th at vector processing proc eeds to Step 6.
Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-11 ■ Leaving re c orded m essages ■ Sendi n g c a lls to a v e c tor-programmed nu mbe r ( tha t re p resents an internal or external d e st.
Ba sic C all Vect oring 4-12 Is s ue 4 Septemb er 19 95 step 4 to check the b a c k up sp li ts. Al t hough calls a re queued i n Step 2 a t a top priority , a low prior ity is specified in s tep 1 s o t hat ca l ls in q ueue at all p riorit y levels are c ount ed .
Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-13 Leaving R ecorded Messages Ba sic C all Vec torin g allows th e c a ller to lea ve a mess a g e for th e c u stom er if th e agents at t he customer site are not avail ab le to take t elep hone c alls.
Ba sic C all Vect oring 4-14 Is s ue 4 Septemb er 19 95 here) usu ally cont ains an announcement t hat provides the c a l ler with the a p propriate apology a nd subs equent direct ives.
Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-15 successfu l), it simp l y c o n nects the c aller to the sp lit so the caller may l e ave a mess a g e for the s p ecified ext ension. However, te rmin ation to the sp l it may turn ou t to be unsuccessful due to a factor that can not b e “ c hecked” by vector proces si ng.
Ba sic C all Vect oring 4-16 Is s ue 4 Septemb er 19 95 The fo l lowin g vectors illu strat e how i nterflow is used: Figure 4-13. Call Interflow In the first vect or, a branch is m ade to Step 8 f rom Ste p 2 i f the condi t ion in the lat ter step ( oldest cal l-w ai t i n s p l it 1 > 120 second s ) is t rue.
Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-17 S ervice Observing vect ors allow users to o bserve c alls either from a remote location or a local station. A Service Observe but ton is not required. The use of a Service O bserving vector li m its users to listen-only or listen-t alk observing.
Ba sic C all Vect oring 4-18 Is s ue 4 Septemb er 19 95 In this vec tor the c al ler i s co nnected to a listen-onl y S e rvi c e O bserving F AC . Once connected, th e user must d ial t he extensio n num ber t o b e observed. T o observe in a l isten /talk m o d e, the observer would d ial a d i f fe re nt VDN.
Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-19 vector co mmands, each with o ne of t he f ollow ing condi t ions assi gned an d teste d : avai lable-agen t s , s taf f ed-age nts , calls - queued , o ld est call -waiti ng , or time-of -day .
Ba sic C all Vect oring 4-20 Is s ue 4 Septemb er 19 95 The fo l lowin g vector ill ustrat es how vect or processing is stop ped via the stop comm and. Figure 4-17. S to pping V ector Pro cess ing If th e st o p command is reached, the q ueued caller will c o ntinue t o hear ringback.
Issue 4 S e p t em ber 1995 5-1 5 Call Pr ompting Intro d ucti on Call Prom p t in g provide s flexibl e call handl ing based on i n fo rma t ion colle cted from a ca lling party.
Call Prom p tin g 5-2 Issue 4 S ep tem ber 1995 Command Se t The fo l lowin g t a b le illustrat es the c o m ma nds used for Call Pro m p tin g : Tou ch-Tone Collectio n Req uirement s Before t he DE.
Call Prom p tin g Digit E n try Issue 4 Septe m b er 1995 5-3 For e xi stin g systems that are a d d i n g a Call Pro m p tin g a p p licati on , the AT & T Account Tea m recommends the a p pr o p.
Call Prom p tin g 5-4 Issue 4 S ep tem ber 1995 Remo vi ng In cor rect D igit S tring s The custo mer can (and proba bl y should) i n clude an an n ouncemen t th at r eq uests the c a l ler to ent er d i gits. As an o p tio n, th e an nounce me nt can inst ruc t the c aller to ent er an asterisk (*) if he or she enters i n c orrect dat a .
Functions a n d Exa m p les Issue 4 Septe m b er 1995 5-5 or v e ctors chained t o i t, do no t cont ain ano ther co llect d i git s command, t he extr a d i g i ts are d isc arded.
Call Prom p tin g 5-6 Issue 4 S ep tem ber 1995 These fu ncti ons are illustrat e d in the fol lowing se ctions . Treating Di gits as a Des tination Call Promp t in g allow s you to ro ute calls a c cording to the d igits c ollecte d fro m t he call er.
Functions a n d Exa m p les Issue 4 Septe m b er 1995 5-7 a p p lies, a nd vector pro cess ing t erm i n ates. (Even if the d e stinat io n is busy, vector pr o cess ing t er min ates b e c ause coverage c al l processing t akes effe ct .) NO TE: From tim e t o ti me, al l of th e syst em ’s T T R s mi g ht be i n use.
Call Prom p tin g 5-8 Issue 4 S ep tem ber 1995 ■ The “?” rep resents a sin gle d igit . Any n umb er of them can be used a t a ny position in th e d i git strin g. Tables are en tered on th e Vec to r Ro u ting Table form. Each ta bl e ca n h av e u p to 100 entries.
Functions a n d Exa m p les Issue 4 Septe m b er 1995 5-9 The fo llowin g ve c t o r could be used to t est a g ainst numb er s in this t a b le. Figure 5-4. Testing for Digits In Vector Routing Table I f th e calle r en ters an account n umber t hat is listed in the V ec tor R outin g T ab le th e call i s r outed to vector 8.
Call Prom p tin g 5-10 Iss ue 4 September 1995 E n tries in Vect or R ou tin g Tabl e s c an also b e t este d agai nst the t elep hone number o f th e caller ( A NI). See " ANI an d I I-D igit s Routing " o n p age 7-1 for mo re information.
Functions a n d Exa m p les Issue 4 S e ptem ber 1995 5-11 custo mer acco unt numb e r) b e f ore th e c a ller is co nnected to t he agent , t hus elimina tin g the need for the a g ent to ask for this inf ormat ion .
Call Prom p tin g 5-12 Iss ue 4 September 1995 sect ion (provided th e agen t is act ive on the c a l l o r the c all is still al ertin g). Also, t he agent can fl ip bet ween th e c ollected digits and the ICI by alternat ely pressing the C A LL R- IN F O and NO RM AL b utt ons.
Functions a n d Exa m p les Issue 4 S e ptem ber 1995 5-13 Creating Se rvice Observi ng Vectors As m enti oned in Ch apter 4, Service O bserving vectors can b e co nstructe d to allow users to observe call s f rom a remote locat i on o r local s tat ion.
Call Prom p tin g 5-14 Iss ue 4 September 1995 User-Enter ed FAC and Extensi on The fo l lowin g vector connects a user directl y to the S e rvi ce O bserving FAC an d extension based o n d igi ts c ollect e d by Ca ll Promp ting.
Dial-Ahea d Digits Issue 4 S e ptem ber 1995 5-15 she d esires. These digits are avai labl e for use on l y b y s u b se quent collect d igits commands. T he d ig i ts are never used by ot he r vec tor c o mm ands th a t o p erate on d i g i ts (f or exa m ple, rou te-t o d i g it s, go t o.
Call Prom p tin g 5-16 Iss ue 4 September 1995 Figure 5-12. Dia l-Ahead Digits S t e p 2 in the f irst vector g ives the caller tw o op t ions, e a c h of which provide s di f f erent inf orm ati on. Th e c a ller i s p romp ted to e nte r eit her 1 o r 2, de pe nding on what in formation he or she wishes t o hear.
Dial-Ahea d Digits Issue 4 S e ptem ber 1995 5-17 vector or o f t ermin atin g the p hone call. I f the ca l ler sele c t s the forme r op tion (b y entering 9 ), th e call i s routed to the first vect or, a n d t he ent ire process is repeated. Note the t hird vector is sim i lar i n d esign to the second vec tor.
Call Prom p tin g 5-18 Iss ue 4 September 1995 NO TE: W hen the T T R is disco nnected d ue to a route-t o nu mb er, rout e-to d i git s, converse-on or a n adjunct rout in g step , all d ial-ah ead d igits will b e d iscarded.
A S AI - P r ovi d e d Di al-A head D igi ts Issue 4 S e ptem ber 1995 5-19 ASAI-P rovi ded Di al- Ahead Digits The A S A I - p rovided di g its fea ture all ows an a d junct to incl ude d igit s in a R oute Sel e c t c a p a b i lit y. These d i git s are treat e d as d i al-ahead d i g its for th e c all.
Issue 4 Septe m b er 1995 6-1 6 Ad vance d Vecto r Rou ting Intro d ucti on Advanced Vect o r Ro ut ing adds signi f icantly to th e condit iona l routing ca pabilit ies of Basic C a l l Vect oring . Specifical ly, it a d d s th e follo wing condit ions for routi n g ca l ls.
Advanced Vecto r Rou ting 6-2 Is sue 4 Se ptemb er 1995 Expect ed Wai t Time (EWT) E WT R outi ng allow s you to make routing d ecisions b ased on the ti me t h at a cal ler can expect t o wait in queue . This wait t ime can be pr e dicted for a split o r for a call.
Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-3 E W T is infinit e if: ■ There are no lo g g ed-in ag en ts ■ Al l logg ed-in age n ts are i n AU X work mo d e ■ The split queue i.
Advanced Vecto r Rou ting 6-4 Is sue 4 Se ptemb er 1995 T he V RU can also announ ce e xp e c te d wait time to a caller periodically throu ghout the t i me t hat a call is in q ueue. In t his way, the ca l ler can ob serve hi s or her p r ogress up the qu eu e.
Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-5 T o prevent inaccurate pre dict ions when th ere i s no historical informati on, admi n is ter t h e “ Expect e d C all H a ndling T i m e” f iel d o n th e Hunt Group form. T h e value i n this fi eld is then used in p lace of t he miss in g hist orical da t a.
Advanced Vecto r Rou ting 6-6 Is sue 4 Se ptemb er 1995 Figure 6-3. EWT Routing and Passing VRU Wait Calls with more than 10 m inut es to wait fail ste p 1 an d are d isconnecte d a fter a n announc ement asking t h em to call back l ater.
Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-7 Figure 6 - 4. Notifyin g Callers of W ait-Tim e Withou t a VRU In S t e p 1 the c all is q ueue d to split 3 a t high p riority.
Advanced Vecto r Rou ting 6-8 Is sue 4 Se ptemb er 1995 No tice also that ve c t o r 202 can b e used fo r any app l icat ion requiring t hat the caller be n ot i fie d of t hei r re mai ning time i n q ueue.
Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-9 Factors that Effect the Value o f EW T Factors th at Caus e EW T for a Split Priority Lev el to Increase M os t comm on : ■ Nu mber of .
Advanced Vecto r Rou ting 6-10 Issue 4 Se p t em ber 1995 Rolling A verage S peed of Answe r ( A SA ) R o llin g A S A Rout i n g allows you to make rout i n g d ecisions based on th e current average time that it takes for a call to be answered in a split o r V DN.
R o lling Average S peed of A nswer (ASA) Issue 4 Sep temb e r 1995 6-11 Roll in g ASA VDN Calcu l ation The rolli n g A S A for a V DN is the a vera g e ti me it takes for a c all to b e answ ered from the t ime it starts p ro cessing wi t hin th e sp ecifi ed VDN u n til it is a nswered.
Advanced Vecto r Rou ting 6-12 Issue 4 Se p t em ber 1995 Figure 6-6. Rolling ASA Routing S t ep 1 queues th e call to the mai n s p li t . If the m ain s p l it is currently answer ing calls w it h in t he targe t ti me o f 3 0 seconds S te p 2 bypas ses all of the b ackup s p l i ts and goe s directl y to th e announce men t i n Step 6.
V DN Call s Issue 4 Sep temb e r 1995 6-13 As wi th other Ad vanced V ec tor R out in g condi t ionals, the V DN for a goto step c an be specif ied i n three ways: a VD N numb er, the value “ late st,” o r the value “act ive.
Issue 4 Septe m b er 1995 7-1 7 ANI and II-Digits Routing Intro d ucti on ANI and i i- d i g its allo w you to make vec t o r routi n g d ecisions b a se d on the caller ide nt ity and t he type o f the originating l ine . Command Se t ANI and i i- d i g its are b o t h use d for condi t ional br a nching wit h the go t o st e p .
ANI and II-Digi ts R outing 7-2 Is sue 4 Se ptemb er 1995 ANI ( A u toma tic Number Id enti f i cati on) is b a sed on the Call i n g P arty Number (CPN).
AN I R o uti n g Issue 4 Se p t em ber 1995 7-3 Figure 7-1. ANI Rout ing Example In S te p 2 c a lls that d o not have ANI associate d with them are ro uted to an opera tor. S te p 3 route s calls fr om a s pecific phone to a specifi ed ext ension. S te p 4 r o utes local c alls (those with 7 or f ewer digi ts) to a d i f f erent ve ctor.
ANI and II-Digi ts R outing 7-4 Is sue 4 Se ptemb er 1995 Figure 7-2. Vector Routin g Table for ANI Routing The fo l lowin g vector could be used to route these California area code ca ll s t o a separate v ector.
I I-Dig its R outin g Issue 4 Se p t em ber 1995 7-5 II-Dig i ts Rout i ng I I-digi ts routi n g allows you to make routi n g d ecision based on the typ e of the originating l ine . In t his way, calls fr om p ay p h ones, c e l lular p h o nes, or motel phones fo r ex am ple can receive unique routin g.
ANI and II-Digi ts R outing 7-6 Is sue 4 Se ptemb er 1995 ■ If the tra nsfer i s co m p let e d af ter th e c a ll reaches the i i -dig its condi t ional, t h e i i-digi ts value of the termina l exe cutin g the t ransf er is used. Under normal circum stan ces, t h ere will be no ii-digits fo r a ter m inal executing a transfer.
I I-Dig its R outin g Issue 4 Se p t em ber 1995 7-7 II-Dig its Ro uting E xample The fo llowin g example dem onst rates b r a nching c alls with d ifferent ii-digit s to di f f erent V DN s.
ANI and II-Digi ts R outing 7-8 Is sue 4 Se ptemb er 1995 Figure 7-4. II-Digits Rou ting Ex ampl e In this vec tor, ste p 1 ro ute s calls wi th n o a ss o ciated ii-digits t o extension 1232. S teps 2 through 8 route calls w i th differ ent ii-digit s t o dif f erent ext ensions.
Issue 4 S e pt em ber 1995 8-1 8 Look-Ahead Interflow Intro d ucti on Look-A head In te r fl o w e n hances Cal l V e ctoring for c all c ente rs with multip le AC D locations.
Look-A head Inter flo w 8-2 Issue 4 Se p t em ber 1995 will b e d i sconnecte d. This c omm a n d wi t h coverage y sho uld only be used for th ose cases when an unconditio nal i n t erflo w is wante d (wit h Look- Ahead I nterflow a c t ive) an d the term inat i n g switc h is set u p accord ingly.
Functions a n d Exa m p les Issue 4 Septem b er 1995 8-3 T wo Swit ch Co nfigu r ati on Look-A head Inter flow is enabled through the use of call vect ors and the ir associated co mm ands.
Look-A head Inter flo w 8-4 Issue 4 Se p t em ber 1995 Here’s an exam p le of an outflo w ve c tor tha t mig h t b e includ e d i n a sending switch: Figure 8-2.
Functions a n d Exa m p les Issue 4 Septem b er 1995 8-5 ■ Nu mber of calls i n spli t’s q ueue ■ Average Speed of Answer ■ Active V D N Calls ■ Expe cted W a i t T i me ■ ANI ■ I I-Digi.
Look-A head Inter flo w 8-6 Issue 4 Se p t em ber 1995 Tabl e 8- 1 . Call Acc eptanc e Vector Co mmands Call Acceptance Vector Comm and Qu a lification announc em ent ■ Announcement available ■ Qu.
Functions a n d Exa m p les Issue 4 Septem b er 1995 8-7 I f th e receiv ing switch d ecide s it is u nable to accept t he L oo k - A h e ad I n t e r f low call, call d enial is accomp l ished by executing ei t her o f the vector com mand s liste d in th e follo wing ta ble.
Look-A head Inter flo w 8-8 Issue 4 Se p t em ber 1995 Tabl e 8-3. N eutral Vector Command s Neutral Vector Comm and Qu a lification adjunct rout in g ■ Always announc em ent ■ Announcemen t unava.
Functions a n d Exa m p les Issue 4 Septem b er 1995 8-9 The fo llowing is an example of a n inflow vector tha t mi g ht b e used by a receivin g switch: Figure 8-3. Receiving Switch Inflo w Vector S t ep 1 of this in flow vecto r checks th e infl ow t hresholds.
Look-A head Inter flo w 8-10 Iss ue 4 Se ptember 1995 Figure 8 -4. LAI Us ing a Tan dem Sw i tch Sending Swi tch Operatio n The sending switch is unaw are that i t s Look-Ah ead I nterflow call is b eing tand e m e d t o an alternate switc h .
Functions a n d Exa m p les Issue 4 Sep te m b er 1995 8-11 S tep 1 of this vector checks the inflow t hreshold . I f the in f low crit eria are accept a ble, the vector f low drop s to S te p 2 , where the queue- to m ain s p li t comma nd provides ac cept ance to the sending swit ch .
Look-A head Inter flo w 8-12 Iss ue 4 Se ptember 1995 ■ Call routes to a V D N ■ DNIS n am e f ield is no t blank The t y p e of DNIS i n fo rm at ion that is disp layed d e pends u po n a n um be r of di ff erent scenari os.
Functions a n d Exa m p les Issue 4 Sep te m b er 1995 8-13 Loo k -Ah e ad In t e rflo w w ith AT & T Netw ork Alternat e Destin ation Red irection ( ADR) Call V e c t o ri n g a n d Look-A hea d .
Look-A head Inter flo w 8-14 Iss ue 4 Se ptember 1995 4. If t he ol d est call w ait ing tim e i s less than 60 seconds , s te p 4 accept s th e call and q ueues it. AD R then connects the c a l l t hrough t o t he receiving P BX / ACD. 5. S teps 5-7 provide ringb a ck, announ ce ment, and music to the c aller.
Is sue 4 Sep tember 19 95 9-1 9 Adju nct Routin g Intro d ucti on Adjunct R outi n g all ows an associated a djunct to m ake a ca ll routin g d e c ision when it en count ers an a djunct rout in g vector co mmand d uring vect or proces si ng. An a djunct i s any p rocess or co nnected t o a swit c h t hat c an use AS A I features.
Adjunct R outin g 9-2 Issue 4 Septem b er 1995 extensi on, or a parti cular age nt . A n a djunct can also provide p riorit y ringing and priority queuing . Se ndi ng t he Cal l Route Req ue st Here’s an exam ple of a sim ple vector th at uses a d j unct routi n g: Figure 9-1 .
Functions a n d Exa m p les Issue 4 Septem b er 1995 9-3 I f the call is q ueued, the a djunct rout in g step is ig nored, and vector p rocessing cont inues at the next vector s tep.
Adjunct R outin g 9-4 Issue 4 Septem b er 1995 The fo l lowin g vectors can be used to i llustrate t he processes just describ ed. Figure 9-2. S kip ping /Non-Sk ipping of Treatment Com man ds with ASA I Link Dow n Because we are assum in g the a d junct link is d own, the a djunct routi ng comm and i n S te p 1 fa i ls .
Functions a n d Exa m p les Issue 4 Septem b er 1995 9-5 cont rol is s e nt to S t e p 10, where the route-t o nu mb er com ma n d sends the call to vector 6 0, which allows t he c aller to l eave a rec orded m es sage .
Adjunct R outin g 9-6 Issue 4 Septem b er 1995 Accordi ngly, you should alm ost always inclu de eit her a wait-time st ep or an announc em ent ste p im m e d iat ely after an adjunct routi ng ste p.
Functions a n d Exa m p les Issue 4 Septem b er 1995 9-7 ju dge ment shoul d be used in de t er min ing which o f the t re atm ent c o m m an d s is best for the p art icu lar a p p l icat ion.
Adjunct R outin g 9-8 Issue 4 Septem b er 1995 NO TE: The o p erati o n d escribed in t h e pr ev i ous paragraph is si mila r to th at for the route-to wit h coverage comman d. Multip le Outst a nding Rou te Requests This fea ture all ows multi p le AS AI R out e R e quests for the same cal l to be a c t ive at the same time (simultaneou sly).
Mul t iple Outs tanding R oute R e quests Issue 4 Septem b er 1995 9-9 User Scenarios Figure 9 -5 shows a t ypical vector where multi ple a djunct ro ute re q u ests to mul tiple l inks will b e active a t the same time .
Issue 4 Sep temb er 1995 10 -1 10 Expert Agent Selection Intro d ucti on Expert A g ent Select ion (E AS ) a llows Call Center m anag ers to provide th e best possibl e te lephone service to the c a l ler b y ma t ching the needs o f th e caller w it h the skills or tal ents of the agents .
Expert Ag ent Select ion 10 -2 I s sue 4 Se p te m b er 1 99 5 Logical Agent i m p lie s that voice t ermi nals are no lo nger preassign ed to h unt groups ; only when t he a gent l ogs in does th e t ermi nal b e c ome associated wi th all of the s kill hunt g roups assigne d to the Ag ent L o g in ID.
I d ent ifyi n g Calle r Needs Issue 4 Sep tem b er 1995 10-3 who speak Sp anish o r E n g l ish. The calle rs in th is case e it her need to plan a vacat ion route or have car troubl e and are calling for assist ance. Note i n ea ch c ase that the c a p abil ity needed i s s u ch tha t i t can accom mod ate the c a ller need.
Expert Ag ent Select ion 10 -4 I s sue 4 Se p te m b er 1 99 5 DNIS /ISD N C alled Party R ecall from Chap te r 3 tha t a s e t of DNIS d i g i t s can be int er p rete d as a VD N. T h e following t able presents four services and t heir corresponding telep hone nu m ber (inclu ding DN I S digi ts) t hat mi g ht b e p rovided to t h e ca ller.
Functions a n d Exa m p les Issue 4 Sep tem b er 1995 10-5 In this exam p le, the call er i s requested to dia l the a p propriate nu mber bet ween ‘‘1’ ’ an d ‘‘4 (cuat ro),’ ’ inclusive.
Expert Ag ent Select ion 10 -6 I s sue 4 Se p te m b er 1 99 5 Spanish callers as w ell as from c a llers who sp eak anoth er la nguage (proba bly English). Skill s for an a p p licati on can be i l lustrate d vi a a t a ble. T h e fol lowing ta bl e presents a very a b b reviat ed exam ple of such a skill d i str i b utio n for an auto c l u b .
Functions a n d Exa m p les Issue 4 Sep tem b er 1995 10-7 calls e it her af t er p u t tin g a c all on hold, o r when a c t ive on anothe r ACD c all.
Expert Ag ent Select ion 10 -8 I s sue 4 Se p te m b er 1 99 5 It is r ec o mmend e d th at the 1st sk ill a d ministered to a VDN b e t he skill required or desired to serv ice a ca ll t o t hat V DN . The 2 n d a n d 3 rd skills a dm in istered to a V DN should re present o ther skills that are allowed to han dle call s to tha t V DN.
Functions a n d Exa m p les Issue 4 Sep tem b er 1995 10-9 Now, let ’s take a look a t the f ollo wing tab le, which illustrat es the skill p referen ces assigned for one specific V DN (333 3) that .
Expert Ag ent Select ion 10 -10 I ssue 4 Sep tem b er 1995 en ters the sw itch and is d irected to V DN 33 33 , which p oint s to the a p propr ia t e vector . As il lus tra ted earli er, VD N skill P ref erences 3 3, 44, an d 99 are admin is tered a s t he 1 s t, 2nd, and 3rd skill p referen ces, respect ively, for VD N 3333.
Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-11 Call Vect or Form Completio n o f the Call V e c t or form is required for using vect ors wi th E A S . The form cont ains three p ages. However, if your vector cont ains 11 or fewer instru ct i ons, you n eed pop ulate only the fir s t p a g e of the form.
Expert Ag ent Select ion 10 -12 I ssue 4 Sep tem b er 1995 hunt g roup t hat the a gent is logg ed in t o . I f you wish t o use a se parate s ki ll as a direct agen t s ki l l , y ou m us t ensure that this skill is the f irst skill ad minist ered for al l agent s who re ceive direct agent calls.
Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-13 Deliv e ring th e Call to the Sk ill Qu eu e Now that we h ave def ined a n d i llust rated V DN sk i lls an d agent sk i lls, we are ready to d iscuss (with the help of an examp l e ) how a call i s del ivered to a sk ill hunt g roup q u eue via ve c tor proces s i ng.
Expert Ag ent Select ion 10 -14 I ssue 4 Sep tem b er 1995 announc em ent p rovided in Ve ctor 2 is in S panish, whereas the anno uncemen t i n Vector 3, which is execute d i n our examp l e , is in E n g l ish.
Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-15 Once the caller d i als ‘‘555-5 555,’’ the ca l l enters th e switc h a n d i s d i re cted to V D N 5555, which p o ints to o ur Call Promp ting vect or. At t his p o i nt, v e c tor proces si ng be g ins.
Expert Ag ent Select ion 10 -16 I ssue 4 Sep tem b er 1995 T o illustrate this, let’s fi rst mo d ify a n d e x p a n d on the Aut o Club Skil l Table (Tab le 10-4) present e d earli er in t his cha.
Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-17 Now we are ready to co nsider t he f ollow ing vect or, which is a v ar iat i on o f one presente d earl ier in this chap t e r : Figure 1 0 -7.
Expert Ag ent Select ion 10 -18 I ssue 4 Sep tem b er 1995 agents > 0 ) t o th e super ag en t p ool (S uperg roup-99) . If the ca ll is queued, an d i f an agent in th e super agen t p ool is ava ilable, t his agent answers the call.
Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-19 illust rat e d in the follo wing table (whi c h a lso p rovides the skill an d priority level associated wi th each call) : Given this sce.
Expert Ag ent Select ion 10 -20 I ssue 4 Sep tem b er 1995 The fo l lowin g t a ble il lu s trates a ca l l scen ario tha t is vali d fo r e ither U CD or E AD: Tabl e 10-12.
Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-21 Given t his sce nario, t he followin g t a b le illustrates ho w Calls A, B, and C are distributed via UCD a nd E AD: Tabl e 10-13. E xam p l e of Call Distr ibution via UCD /EA D Ti me UC D or EAD? Res ult Reason 9: 04 UCD Jill r eceives Ca ll A.
Expert Ag ent Select ion 10 -22 I ssue 4 Sep tem b er 1995 ACD Login ID Dialin g The A C D Lo gin IDs used in E A S ar e e xt ension numb e rs incl uded in a s t a t i o n numbering plan but n ot adm inist ered as stati ons. These IDs are a d minist ered by using the A gent Login ID fo rm, which a ppears as f ollow s : Figure 10-8.
Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-23 ■ Upon hearing t he d ial tone, enterin g the login F e ature Ac cess Code (F AC) or s electing the Login Ab b reviat e d Diali n g ( AD.
Expert Ag ent Select ion 10 -24 I ssue 4 Sep tem b er 1995 In ward Diali n g (DID) or an 800 num b er. B oth the re ceiving agent’s Login ID C OR and the origi nator’s (cal ler’s) COR m ust have ‘‘Di rec t A gent Callin g ’ ’ set to ‘‘y.
In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-25 V o ic e t erm inals are fully f unctio nal if an agen t is not l ogg e d in. The re st rict ions, coverage, and n a me revert to the vo ice ter m inal a d mi nistrat ion when the agent l o gs out .
Expert Ag ent Select ion 10 -26 I ssue 4 Sep tem b er 1995 Age nt Wor k Mo des W ith E AS optioned, a n ag ent can b e i n only a si ngle work mo d e for all skills at any one tim e (for exam ple, an agent cannot be i n A UX work mode in one skill hunt g roup an d a lso avai lable in a nother skill hunt group).
In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-27 Aut om atic Ans werin g with Zi p Tone This f eat ure ca n b e ad mini s t ered only for a p hysical extension. The feat ure i s not associated wi th a LoginID . Basic C MS The B asic C MS user interf ace rem ains t he same when E A S is opt ione d .
Expert Ag ent Select ion 10 -28 I ssue 4 Sep tem b er 1995 In some cases, the p er son un -parking the call may a lso be able to d ial t he A ns we r - Back F AC an d t h e logica l agent extension of the ag ent w ho parked the call.
In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-29 an alph anum eric disp lay and an inspect butt on . When the inspect butto n is pressed d uring a call t o o r from th e E AS age nt, the p h ysi cal terminal name of the agent is displayed.
Expert Ag ent Select ion 10 -30 I ssue 4 Sep tem b er 1995 Comm ands for OCM P redict ive C alls The Call V e c t o rin g c o m m ands in dicate d in the f ollo wing table are avail a b l e for processing OCM P redic tive Call s.
In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-31 Remo te Ser vice O bservin g R emot e access t o the S ervice O b serving (S O) F A Cs can be provided via the R em ote Access fea t ure or t hrough S erv ice Observing vectors.
Expert Ag ent Select ion 10 -32 I ssue 4 Sep tem b er 1995 ■ Direct Ag ent t hird-p arty make c a l ls ( A C D calls termina te d to a sel ected mem b er of an ACD skill group) may be reques te d by.
In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-33 Mu lt i ple Mo ni t ors Mul t iple M oni tors provides the ab ilit y fo r up to three AS A I a p p lica tion s to mo nit or th e same ACD Split or V DN dom ain.
Expert Ag ent Select ion 10 -34 I ssue 4 Sep tem b er 1995 ■ Adjunct-con trolle d E AS A g e n ts can b e a dm inistered w ith only one skill. Accordi ngly, E AS ag ents m ay not mix adju nct-co ntrol led and non-adjunct - controlled skills. AUDIX Calls to t he E A S A gent Logi n ID can cover to AUDI X .
E A S Agent Logi nID T ab le Issue 4 S ep t e m ber 1995 10-35 EAS Agent Log i nID Tabl e The fo llowin g t a b le i n d icates which DEFI N I TY f e a tures can be admi nistere d with an E AS Agent logi nID.
Expert Ag ent Select ion 10 -36 I ssue 4 Sep tem b er 1995 Secon dary E xtension No Code- Ca lling Y es Comm u nicati on Link Form Co mmunicat ion Link Di g its No Console Param eters CA S-backup ex t.
E A S Agent Logi nID T ab le Issue 4 S ep t e m ber 1995 10-37 ASA I link No AUDI X extension No Calls W arning ex tension No Memb er No Night Service No Su perv isor Y es T ime W arni n g exte nsion .
Expert Ag ent Select ion 10 -38 I ssue 4 Sep tem b er 1995 Upgrad i ng to a G3 EAS Environ ment For i nfo rm at ion a b out how to c re ate a Call Cent er that uses EA S see " Call Vect oring /G3 E AS O ption " on p a g e J -1 0. F or i nf ormation on converting a C a ll Center to E A S , refer to Ap p endix K.
Issue 4 Sep temb er 1995 11 -1 11 Call V ectoring Applications Intro d ucti on This cha pt er is inten d e d to present several gener ic Call V ectorin g app licat ions a custo mer m ight use. Each ap p l icat ion is based o n o n e o r m or e o f th e Call Vect oring fe at ures discussed in t his guid e .
Call V e ctori n g Ap p licat ions 11 -2 I s sue 4 Se p te m b er 1 99 5 Customer S ervice Ce n ter Exam p l e 1 presents a scen ario where a c u stom er servic e ce nter is open weekdays from 8 a. m . until 5 p . m. T h e c e n ter provides tw o s eparate t e lephone nu mbers.
Customer Service Center Issue 4 Sep tem b er 1995 11-3 Figure 11-1. Exam p l e 1 : Custom er Service C enter First, le t ’s assum e that a p riorit y customer places a call. In such a c ase, if the correct nu mber is diale d, vector 2 2 is accessed.
Call V e ctori n g Ap p licat ions 11 -4 I s sue 4 Se p te m b er 1 99 5 call is queued, Steps 9 through 11 i mp l e m ent an anno uncement -wait cycle t h at cont inues unt il an agent answers the call, or un til th e caller aban d ons t he call. A call placed by a n o npriorit y c ustom er is p rocessed b y vector 21 .
D IVA a n d D ata/ M essage Coll ection Issue 4 Sep tem b er 1995 11-5 If the ro ute-to d igits comma nd fai ls (because th e c a ller fail s to enter a ny d ig its, or beca use the d igi ts en tered do not com prise a valid e xt ension), the route-to numb e r c omm an d in S te p 4 rout es the c all to the att en d ant.
Call V e ctori n g Ap p licat ions 11 -6 I s sue 4 Se p te m b er 1 99 5 ■ Message Collecti o n al lows the c aller to leave a recorded m essage fo r th e custo mer in lie u of wait ing for the custo mer to answer his or her ca l l. The fo l lowin g fou r vect ors illustrat e how the mut ual fun d c o m pany handles t elephone c alls.
D IVA a n d D ata/ M essage Coll ection Issue 4 Sep tem b er 1995 11-7 W hen the call is p laced, vector proc es s ing b eg ins in vector 3 0, wh ich is t he main vector .
Call V e ctori n g Ap p licat ions 11 -8 I s sue 4 Se p te m b er 1 99 5 Final ly, su p pose a third cal ler want s to o p en an acco unt an d t hat he or she enters 1 when p rom p ted in the m ain vec to r . I n such a case, Ste p 3 of the main vector i s successful .
Distrib u t e d Call Centers Issue 4 Sep tem b er 1995 11-9 Figure 11-4. Examp l e 4: Distribut ed Call Centers In this e xam p le, vect or 8 0 i s on th e sen ding s w i tch fr om a call center i n New York, whi le ve ctor 8 1 is on the receiving sw itch a t a call center in D env er.
Call V e ctori n g Ap p licat ions 11 -10 I ssue 4 Sep tem b er 1995 Accordi ngly, the call i s r emoved from the m ain split qu eue in N ew Y ork, and cont rol is p as sed to the Denver switc h , wh ere vec tor processing cont inues at S tep 4.
Insuranc e A g ency/ Service Age n c y Issue 4 S ep t e m ber 1995 11-11 In S tep 1 of this vector , t he ca l ler is instruc te d to enter 1, 2, or 3 , dependi ng upon th e service (hardw are, software, g eneral ) he or s he d esires.
Call V e ctori n g Ap p licat ions 11 -12 I ssue 4 Sep tem b er 1995 ■ The insurance agency is also sellin g s p a re ca l l center ca pacit y t o client account s . T he ac count contracts are provided on the basis t hat only so man y ca l ls to a p arti cular accoun t will b e a ccep t ed a t any g iven time.
Insuranc e A g ency/ Service Age n c y Issue 4 S ep t e m ber 1995 11-13 S t ep 1 queues the call to the m ain s p li t. If the main spli t is currently ans wer ing calls w it h in t he targe t ti me o f 3 0 seconds S te p 2 bypas ses all of the b ackup s p l i ts and goes directl y to the announce m ent in St ep 6.
Call V e ctori n g Ap p licat ions 11 -14 I ssue 4 Sep tem b er 1995 The fo l lowin g vector will notify c ustomer se rvic e c allers of their exp ec t e d wait time unl ess they will not have long to wait Figure 11-8.
W arranty S e rvi ce (wi th E A S) Issue 4 S ep t e m ber 1995 11-15 I n b oth vect ors the first ste p rout es ca l ls to queue if th e nu mb e r o f co n tr a cted calls is not exceeded.
Call V e ctori n g Ap p licat ions 11 -16 I ssue 4 Sep tem b er 1995 The VDN Skil l Pref erences are set up as f ollo ws : Tabl e 11 - 4. V DN Skill Table for the W a r ranty Service Call Center VDN -.
W arranty S e rvi ce (wi th E A S) Issue 4 S ep t e m ber 1995 11-17 The a g e nt Skil l s are set u p as follows: Once Sk i lls are assigne d to V DNs and to a gents, calls are directe d to th e a p p ropriate vector. The g o a l o f t he warranty service ca l l cente r i s t o answe r 80 percen t o f th e incoming c alls wit hin 20 s ec onds.
Call V e ctori n g Ap p licat ions 11 -18 I ssue 4 Sep tem b er 1995 Figure 11-10. Example 6: Warranty Servic e Call Center (Part 1) The second figure shows how the vect or-proces se d c all is d irect e d to the ap propriate call q ueue. The f igure also shows how the c a l l is d i rected to the a p propriate age nt(s).
W arranty S e rvi ce (wi th E A S) Issue 4 S ep t e m ber 1995 11-19 Figure 11-11. Example 6: Warranty Servic e Call Center (Part 2) Let’s assume t hat a Sp an ish-speakin g caller has a broken dryer an d deci des to c all the warranty serv ice call center.
Call V e ctori n g Ap p licat ions 11 -20 I ssue 4 Sep tem b er 1995 Resort Reservatio n Service (w i th EA S) Exam p l e 8 de al s wi th a resort c o mp any that p laces a variety of a d s in ma gazines for inf ormat ion on a particular r esor t or s tate .
R e sort R e servation S e rvic e (with E A S) Issue 4 S ep t e m ber 1995 11-21 Figure 11-12. Examp le 7A: Process Involving S pecific Numb er Dial ing For t his proces s , a single V D N for each sta te is assigned to V ector 2. Accordi ngly, our diagram shows the V D N an d the associate d VD N Ski lls for two stat es: Texas and New Mexico.
Call V e ctori n g Ap p licat ions 11 -22 I ssue 4 Sep tem b er 1995 Figure 11-13. Examp le 7 B: Proces s Involving General Number Dial ing A fter the n umber is d ialed , the call is directed to V D N 3111, which p o in ts to Vector 1. Note there are no S ki ll Pref erences assigned to V DN 3111 .
Vector Exercises Issue 4 S ep t e m ber 1995 11-23 Figure 11-14. Example 7C: Call-Back Provision s Af te r th e n umber is dia led, the call is directed to V D N 3333, which p o in ts to Vector 3. Note there are no S kill Pref erences assign ed to V DN 33 33.
Call V e ctori n g Ap p licat ions 11 -24 I ssue 4 Sep tem b er 1995 NO TE: Exercise 1 in this section present s two sol ut ions, o ne o f which involves Call Prom p t i n g , wh i c h i s d iscussed in Chap ter 5.
Vector Exercises Issue 4 S ep t e m ber 1995 11-25 caller to hold i s provided by S t ep 7 . Af ter another wait with mu sic p eriod (i f necessary) provided by S te p 8 , the g oto step co mmand in S te p 9 b r anches b ack to the aforement ion e d “ p l ease h old” a n nouncement in S te p 7.
Call V e ctori n g Ap p licat ions 11 -26 I ssue 4 Sep tem b er 1995 announc em ent c omm an d first info rms the caller of th e input error and t hen invites the c a l ler to try again .
Vector Exercises Issue 4 S ep t e m ber 1995 11-27 Suggested Solution : Figure 1 1-17. Late Caller Treatment This vector provides sp ecific trea t men t fo r calls co mi ng i nto t he sw itch af ter working hour s, during the weekend, o r as the work i ng day co mes to a c lose.
Call V e ctori n g Ap p licat ions 11 -28 I ssue 4 Sep tem b er 1995 if 20 or fewer ca l ls are q u eued to spli t 1, contr ol is p ass ed to S te p 4, w h ere t he queue- t o m ain split comman d queues the call to spli t 1 .
Vector Exercises Issue 4 S ep t e m ber 1995 11-29 Suggested Solution : Figure 11-18. Messaging Option The goto step c o mma n d i n S t e p 1 of this vector checks whether the ol dest call waiti ng in spl i t 50 has been w ait i ng for 75 seconds or more.
Is s ue 4 Septemb er 19 94 A- 1 A Call V ector in g Comman ds Intro d ucti on This a p p endix i s in tended to provid e various info rmat ion a b out the c o m man d s used wi t hin Call V e c t oring.
Call V e ctori n g Co mmand s A-2 Issue 4 Septemb er 199 4 Command De scription/Referen ce The f ollowing ta ble provi des a brief d escription o f the funct ion of each of the Ca ll Vect oring c o mma nd . A lso in c luded i s th e p age where the c omm an d is d escribed in ful l.
Comman d /O p tion S ummary Issue 4 S ep t em ber 1994 A-3 Command/ O ption Summary The f ollo wing table in dica tes whi ch Call Vec toring c om ma nd s c an b e used w ith in Ba sic Call Vec torin g and/or C all Promp t i n g . O t her o p tions or late r releases may be required for cert ain co m m ands or f unctions a s not ed .
Call V e ctori n g Co mmand s A-4 Issue 4 Septemb er 199 4 1. If G3 V 4 software has not b een purchas ed, t hese c om ma nds require th e G 3 V4 mai nten ance lo ad .
C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-5 Command Job Aid 1. Th is c omm and is also available with Call Pr ompting. 2. Activ e me ans the c al led VDN as chan ged by VDN o verr ide. La test means the VDN assigne d t o the vector in which t h e call is curr ently being processe d .
Call V e ctori n g Co mmand s A-6 Issue 4 Septemb er 199 4 1. T he Ca ll P rompting feature mu st be enabled. 2. Th is c omm and is also available with Call Pr ompting.
C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-7 Tabl e A-5. Vectoring Com mand s — Generic 3 Version 4 (continu ed) chec k-backup split _ _ __ _ _ p r i _ _ i f ro ll i n g - a s a < ______.
Call V e ctori n g Co mmand s A-8 Issue 4 Septemb er 199 4 1. Ev en numbers only. EAS on ly chec k-backup sk il l ______ p r i __ i f roll ing-asa < ______ (1- 24 [spec if ic G3v s/s]) ( l ow, m ed.
C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-9 1. If DATA 1 i s administered a s “none,” DATA 2 must also be administe red as “ none.” 2. T he Ca ll P rompting feature mu st be enabled. 3. T h e V e ct oring ( G3V4 A d v anced Routing) option mus t b e enab le d .
Call V e ctori n g Co mmand s A-10 Issue 4 S eptemb e r 1994 1. T h e “ goto v ec tor” command i s identical t o the “ g o to step” command, e xcept the wo rd step is replaced by the word v ect o r. The vali d values for v e ct o r are: 1-48 [G3vs/s], 1-256 [ G3i], 1 -512 [ G3r].
C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-11 7. Ev en numbers only. 8. Active m eans the called VDN as c hanged by VDN ove rrid e . Latest means the VDN assigned t o the vect or in which the call is cur rentl y b ein g proces sed. 9. T he Ca ll P rompting feature mu st be enabled.
Call V e ctori n g Co mmand s A-12 Issue 4 S eptemb e r 1994 1. T h e “ goto v ec tor” command i s identical t o the “ g o to step” command, e xcept the wo rd step is replaced by the word v ect o r. The vali d values for v e ct o r are: 1-48 [G3vs/s], 1-256 [ G3i], 1 -512 {G3r].
C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-13 1. T h e “ goto v ec tor” command i s identical t o the “ g o to step” comma nd, except the wor d step i s replaced by the word v ect o r. The vali d values for v e ct o r are: 1-48 [G3vs/s], 1-256 [ G3i], 1 -512 {G3r].
Call V e ctori n g Co mmand s A-14 Issue 4 S eptemb e r 1994 Command Di rectory The ma nual p a ge direc tory in this sect ion list s a n d d i sc u ss es a ll of the co mmands used wi t hin Call V e c t o rin g .
adjunct routi ng Issue 4 Se p t em ber 1995 A-15 A djun ct Ro uti ng Comm and adjunct routing Purpose Causes a message to b e s ent to a n ad junct r eq uest in g rout in g i ns t ruct ions.
Call V e ctori n g Co mmand s A-16 Is sue 4 Sept ember 19 95 ■ Calli ng num ber info rmation . D NIS numb e r provide d by I SDN-PR I f a c ilit ies, or by the a d m inist ered dest inat ion for other trunk fa cilit ies.
adjunct routi ng Issue 4 Se p t em ber 1995 A-17 NO TE: Ac tu ally, ot her than to anot her goto step, the f ir st s tep to which a goto st ep is usually designed to b ranch i s a n ontrea tment ste p (tha t is, a step cont aini n g a c o m man d oth er than a wait-tim e or an announcemen t co mmand).
Call V e ctori n g Co mmand s A-18 Is sue 4 Sept ember 19 95 Final ly, note that the ad j unct can also d ecide to no t r o ute a c a l l b y rejecti ng (t hat is, n e g ati ve ly a c kn owled ging) th e route r e q uest sent b y the switch.
adjunct routi ng Issue 4 Se p t em ber 1995 A-19 Feature In teractions For a c a ll c om in g i n direc tly to a V DN , the com mand is treate d like a route-t o with coverage= y co mman d. However, for a c a ll that i s covered to a V D N, the c o m ma n d is treat e d like a route-to with coverage=n comma nd.
Call V e ctori n g Co mmand s A-20 Is sue 4 Sept ember 19 95 Spl i t calls are also shown in t he sta ndard reports based o n t h e f i nal d isposition of th e call. The presence o f the c o m m and in a vector enables t he c alls serviced by the vector to be v e ctor-d irected .
adjunct routi ng Issue 4 Se p t em ber 1995 A-21 Calls that rout e to a sp lit are t racked as I NFLOW and are reporte d as ‘‘ Flow In.’’ Calls that route t o a t runk are t racked as R O UTED C A L LS/ ROUTE DTIM E. However, these calls are not shown on stan dard rep orts.
Call V e ctori n g Co mmand s A-22 Is sue 4 Sept ember 19 95 A nn oun c e me nt Comma nd announc em ent Purpose Provides t he caller w ith a rec orded a n nounceme nt .
adjunct routi ng Issue 4 Se p t em ber 1995 A-23 I f t h e anno uncemen t’s q ueue is currently f ull, the c al l retries the an nouncement step every five seconds and for an i n d efi nit e p eriod of ti me bef ore any new vector st eps are processed.
Call V e ctori n g Co mmand s A-24 Is sue 4 Sept ember 19 95 Bus y Com mand busy Purpose Gives the c a ller a b usy sig nal a n d c a u se s termi nati on of vector pr ocessing. Syntax bu sy Req uirements Ba sic C all Vect oring so ft ware must be instal le d.
b usy Issue 4 Se p t em ber 1995 A-25 CMS Interactions R3 CMS : B USYT I M E, O THE RTI M E, a n d INTI M E fo r splits and vect ors are tra c ked accordi ng t o w he n the b u sy to ne starts. B U SY T I M E , O THER TI M E and I NTIM E for VD Ns are tracked a ccordin g t o when t he trunk idle s.
Call V e ctori n g Co mmand s A-26 Is sue 4 Sept ember 19 95 Check -Back up C omm and check-backup split (s kil l) Purpose Checks the status of a sp lit (skill) fo r p ossibl e term ination of the call to t hat spli t (skill).
b usy Issue 4 Se p t em ber 1995 A-27 Req uirements Bas ic Call V ect oring software must b e in s tall ed , an d the s p lit (skill ) involved m ust be vector-cont r olled. A lso, skills replac e sp li ts onl y if Expert Ag ent S elect ion (E AS ) is optioned .
Call V e ctori n g Co mmand s A-28 Is sue 4 Sept ember 19 95 ■ Expe cted w ai t t im e i s less than the thresho l d va lue, which i s expressed i n seconds .
b usy Issue 4 Se p t em ber 1995 A-29 The c o m m a n d i s c onsidered a c all accept a nce v ector c ommand whene ver one of the foll owing is true : ■ Call termi nate s to an a gent . ■ Call q u eues to a sp lit (skill). The c a l l is c onsidered a neutral vector comma nd when the call nei t her term inates nor queues.
Call V e ctori n g Co mmand s A-30 Is sue 4 Sept ember 19 95 reported as ‘‘Flo w O ut. ’’ Call s d irected via the c o m m and are track ed as ANS BACK, and t hey are repor ted as ‘‘No.
c ollect di gits Issue 4 Se p t em ber 1995 A-31 Coll ect Digi ts C om m and collect digits Purpose Allows the user to enter up to 16 d i gi t s from a to uch-ton e p hone. Syntax col lect < # of d i git s > d i g its after anno uncement < exten s io n > Valid E ntries # of d i gits : 1 through 16 .
Call V e ctori n g Co mmand s A-32 Is sue 4 Sept ember 19 95 collected. O therwise, the terminat ing ‘‘ #’’ is kep t as a d ial-ah ead d i git and is processed by a subseq uent c ollect d i gits co mmand.
c ollect di gits Issue 4 Se p t em ber 1995 A-33 ■ Poun d si g n (#) di g it is colle cted (signi fying en d of dia ling). ■ In ter-digit t i mer expires.
Call V e ctori n g Co mmand s A-34 Is sue 4 Sept ember 19 95 — Succes s fu l or unsuccessfu l adjunct rout in g step is encountered during vector proce ss in g . — Succes s fu l or unsuccessfu l converse-on s te p i s encountered during vector proce ss in g .
converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-35 Co nvers e-on Com m and converse-on split (skil l) Purpose Delivers a c all to a c o nverse sp lit (s k ill) an d a ct ivates a voice resp onse script t h a t is housed wit hin a Voice R e s p onse Unit (V RU ).
Call V e ctori n g Co mmand s A-36 Is sue 4 Sept ember 19 95 converse - on s kill 57 pri h p assing vd n and ani converse - on s kill 3rd pri t pass ing d igits and qpo s converse - on skill 23 pri h passing w a it and none Opera tio n NO TE: R e f er to Appendi x H fo r de ta ils reg arding call f lows involving the converse-on c ommand.
converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-37 ■ Used for vector conditio nal branching i n a s tep c o ntai ning a co mmand with t he i f digit s p aramet er ■ Tandeme d to an AS A I host DEFI N I TY can b e set up to pass infor m at ion in-band to the voice in for mat ion sy stem.
Call V e ctori n g Co mmand s A-38 Is sue 4 Sept ember 19 95 ■ ani : If t h e c a ll is an in ternal ca ll or an inc o m ing D C S call, this data t ype causes the ext ension of the calling party to be o utpulse d.
converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-39 If d a ta_1 is a dmi nistered as ‘‘none, ’’ data _ 2 must also b e ‘‘non e.’’ Answe r Supervisio n Conside ratio ns Ans wer superv ision is returned only once during the l ife of a call.
Call V e ctori n g Co mmand s A-40 Is sue 4 Sept ember 19 95 ■ Ba sic C all Ma nageme nt System ( B CM S) BC M S tracks calls placed by a c onverse-on s tep to a BC M S -measured hunt grou p.
converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-41 ■ Call V e c t o rin g— B asic The converse-on ste p is an enha ncement to th e Basic Call V e ctori ng custo mer o p t ion . This op t ion m ust b e en a bled in or d e r to invoke the V R I feature.
Call V e ctori n g Co mmand s A-42 Is sue 4 Sept ember 19 95 ■ Int erf low Sin c e a c onverse-on s tep can p lace calls only to hunt groups th at are vector -c o ntrol led, and since the activ ati on of Call Forwardi n g for a vector -c o ntrol led hunt group is blocked, calls pla ced by a converse-on step to a hun t group cannot in t erflow.
converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-43 ■ Queue Status All queue s ta tus di s p lay, queue status indicat ion and q u eue warning wall lamp fe ature c a pa b i lities also ap ply to c alls queued by th e c onverse-on c o mm and.
Call V e ctori n g Co mmand s A-44 Is sue 4 Sept ember 19 95 ■ Syste m M easurem ents Syste m m easurem ents track converse calls to h unt groups and a t tendan t groups .
converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-45 ■ V D N Override If a ca ll that accesses multipl e V D N s encou nters a c onverse-on st ep passing ‘‘vdn,’ ’ norm al override rule s d e term ine which V DN numbe r is ou tpulsed to t he V R U.
Call V e ctori n g Co mmand s A-46 Is sue 4 Sept ember 19 95 Disc onnect Co mman d disconnect Purpose Ends t reatment of a call a n d re moves the c al l from the swit ch. A lso allows the op tiona l ass ig nment of an a nnouncemen t tha t will p lay imm e d iat ely bef ore t he disco nnect.
d isconnect Issue 4 Se p t em ber 1995 A-47 Feature In teractions For L ook-Ah ead In terflow, the c om m and can b e consi dered e ith er a call accept a nce v e ctor co mmand or a cal l denial v ector co mmand.
Call V e ctori n g Co mmand s A-48 Is sue 4 Sept ember 19 95 Go to Ste p Co mma nd goto step Purpose Allows condi t i onal or u ncondi t ional movem ent (bran ching) to a pr ecedin g or subseq uent ste p in the vect o r.
g oto step Issue 4 Se p t em ber 1995 A-49 goto step <st ep #> i f <condi t ion> fo r vdn < vdn> < co m parator > < threshol d > Cond it ion = coun ted -call s: goto step.
Call V e ctori n g Co mmand s A-50 Is sue 4 Sept ember 19 95 d i git s: the follow ing value s are accep te d : p riori ty level: l (low), m (mediu m) , h (high) , t (top). day: mon, tue, w ed , t hu, f ri, sat , sun, al l (that is, "on any day o f the week") .
g oto step Issue 4 Se p t em ber 1995 A-51 minut e: 00 to 59 (m ilit ary form at). o p t ion: in, n ot-in (Vec torin g (G3V 4 E nhanced ) only) ta ble: 1 throu gh 5 (G3vs/s); 1 throu gh 10 (G3 i); 1 t hrough 100 (G3r).
Call V e ctori n g Co mmand s A-52 Is sue 4 Sept ember 19 95 Opera tio n I f th e command syntax includes un condi tional ly , t he comma n d a lways branch es.
g oto step Issue 4 Se p t em ber 1995 A-53 Answe r Supervisio n Conside ratio ns The call answer is not affe cted by th e com m an d. Feature In teractions For L ook-Ahea d Interf low, the co mman d is co n s i dered a neut ral ve ctor co mmand in all cases.
Call V e ctori n g Co mmand s A-54 Is sue 4 Sept ember 19 95 Got o Vect or Comm and goto vector Purpose Allows c onditi o nal or u nc onditi o nal movement ( b ranchin g) to ano t her vector. The goto v ector step does not re m ove a c a ll from queues i n which it i s a lready pla ced.
g oto vector Issue 4 Se p t em ber 1995 A-55 Condit ion = rollin g- asa: goto vector < vector # > i f < condi t ion> for spl i t <split #> < c om parator> < threshold > g.
Call V e ctori n g Co mmand s A-56 Is sue 4 Sept ember 19 95 d i git s: the follow ing value s are accep te d : 1.Co mp arator s = , > = , < = , < > (no t e quals) are onl y avai la ble for these c o nditio ns wi th V ect oring (G 3V 4 Enha nced) .
g oto vector Issue 4 Se p t em ber 1995 A-57 p riori ty level: l (low), m (mediu m) , h (high), t (top). day: mon , tu e , wed, thu , fr i , sa t, sun, a ll .
Call V e ctori n g Co mmand s A-58 Is sue 4 Sept ember 19 95 goto v ector 32 if dig its in table 12 goto v ector 9 if expected -wai t in skill 3 pri t > 10 goto v ector 99 if calls-queued in skill .
g oto vector Issue 4 Se p t em ber 1995 A-59 NO TE: The syntax for t his conditi on can be illustrate d b y a c o u ple of examp le s, as follo ws : mon 8: 01 to f ri 17:00 me ans ‘‘anytime b etwee n 8:0 1 A .M. Monday t hr ough 5 :00 P .M. Friday,’’ an d a ll 17:00 to all 8: 00 means ‘ ‘b etwee n 5:00 P .
Call V e ctori n g Co mmand s A-60 Is sue 4 Sept ember 19 95 ■ The G3V4 c ustom er o p t ion is se t to “ y . ” T he ii-digit s v alu e for a c all is not p a ss e d t o CM S.
mess a g i n g s p lit (skill) Issue 4 Se p t em ber 1995 A-61 Messagi ng C ommand messaging split (skill) Purpose Allows the ca l ler to leave a message fo r th e specified extension or the a c t ive or latest VDN ext ension (def ault ).
Call V e ctori n g Co mmand s A-62 Is sue 4 Sept ember 19 95 I f th e split (sk il l) n umber s p ecified in th e command is a vali d me ss a ge se rv i c e split or skill ( such as an AUD IX or a M e.
mess a g i n g s p lit (skill) Issue 4 Se p t em ber 1995 A-63 I f t h e comm a nd specifi e s a s p e cific ‘ ‘m a il box’’ extension, the orig inal p rinci pal fo r a c all covered by a V D N i s not p a ss e d t o the a d junct , a nd it d oes no t ap p ear i n th e displa y to t h e answering agent.
Call V e ctori n g Co mmand s A-64 Is sue 4 Sept ember 19 95 The presence o f the c o m m and in a vector enables t he ca lls serviced by the vector to be v e ctor-d irected .
queu e-to main split (s ki ll) Issue 4 Se p t em ber 1995 A-65 Queu e-to M ain Co mman d queue-to main split (sk ill) Purpose Uncondi t ionally q ueue s a c a ll to a split (skill) and ass i gns a que uing p riorit y level to th e call i n case all a g ents are busy.
Call V e ctori n g Co mmand s A-66 Is sue 4 Sept ember 19 95 A call may be qu eued to up t o three splits ( skills) simultaneously. A c all remains queued e it her until ve c tor proces s in g terminat es (via a d isconnect, bu sy , or route-to c om ma n d, o r via a droppe d o r abandoned call) or u ntil the call reaches an a ge nt.
queu e-to main split (s ki ll) Issue 4 Se p t em ber 1995 A-67 The c o m m a n d i s c onsidered a n eutral vect or command when the ca l l neither termina tes nor q ueue s. No C O R checking i s carried out when a queu e-to main step p laces a call to a split (sk ill).
Call V e ctori n g Co mmand s A-68 Is sue 4 Sept ember 19 95 BCMS Int e ractions The tot a l n u m b e r of c alls to the V DN that are q ueued vi a the com mand and t hen answered by an a gent withi n a s pecifi ed time p eriod is tracked as ‘‘ NUM A NS’’ i n the VDN R e p ort.
route-to Issue 4 Se p t em ber 1995 A-69 Route-to Co mm and route-to Purpose R outes c a lls ei ther to a d e stinat ion that is specif ied by di gi ts collected from the caller or an ad junct ( rou te-t o d ig it s ), or routes calls to the dest ination s p ecified by the a d mi nist ered d i git s tring ( route-to num b er ).
Call V e ctori n g Co mmand s A-70 Is sue 4 Sept ember 19 95 Opera tion The route-to c omma n d attem pt s to route a call t o a se t o f d igit s collected from the caller o r from an adju nct, or to t h e d estin a tion s p ecified b y th e ad min is tered d igit string.
route-to Issue 4 Se p t em ber 1995 A-71 idle app e arance is av ailab le), vector processing c ont i nues a t the next ve ctor comm and. If t he num b e r i s a V DN ex tensio n, t he foll owing events occur: ■ Vector processing terminat e s with in the current ve c tor.
Call V e ctori n g Co mmand s A-72 Is sue 4 Sept ember 19 95 Coverage T he op t iona l c overage p a rameter d e termi nes wheth er coverage s hould apply during rou t ing. If coverage appli es, a n d if the d i g i t s e ntered ar e vali d , t he following occurs: ■ R ingb ack is pr ovide d.
route-to Issue 4 Se p t em ber 1995 A-73 ■ Facilit y test call ■ T AA S access code ■ Priori ty access code ■ Louds p eaker p a g i n g a c c ess c o d e ■ S t at ion Message D etai l Re c o.
Call V e ctori n g Co mmand s A-74 Is sue 4 Sept ember 19 95 For Loo k -A head Int er flo w, the rou te-t o comma nd can be considered e it her a call accept a nce v e ctor c ommand or a n e utral vector c om ma n d.
route-to Issue 4 Se p t em ber 1995 A-75 NO TE: For c a lls that ‘‘route to’’ a s p li t or a h unt group and l a t er i ntraflow to a station o r t o a n a t t e n d a n t , OTHE RC A L LS/ OTHE RTIM E are track e d in the vector an d in the V D N tables.
Call V e ctori n g Co mmand s A-76 Is sue 4 Sept ember 19 95 Split c a lls are also shown i n the sta n d ard reports accordin g to th e f i nal disp osition of the c all.
stop Issue 4 Se p t em ber 1995 A-77 St o p Co mma nd stop Purpose Halts t he processing of any s u b sequ ent vector s teps. Syntax stop Req uirements Ba sic C all Vec torin g or Call Pro mp t ing sof tware must b e inst alle d .
Call V e ctori n g Co mmand s A-78 Is sue 4 Sept ember 19 95 CMS Interactions R3 CMS : W hen the c o mma n d or the en d of the ve c tor is e ncountered, vector I N TI ME is re corded.
wait-tim e Issue 4 Se p t em ber 1995 A-79 Wai t-ti m e C om m and wait-time Purpose Delays the proce s s ing o f t h e next vecto r s te p i f a specif i ed de lay ti me is incl uded in the c o m m a n d ’s syntax. A lso p rovides fee d back (in the form of silenc e , ringback, o r mus ic) to the c a l ler while th e c all advances in q ueue.
Call V e ctori n g Co mmand s A-80 Is sue 4 Sept ember 19 95 extensi on: T he valid extensi on nu m b er of an alternate au dio/music source Req uirements Ba sic C all Vect oring or Call Pro mp ting sof tware must b e inst alle d . Also, a mus ic-on-hold p ort must b e p r o vid e d for the m usic t reat m ent.
wait-tim e Issue 4 Se p t em ber 1995 A-81 Feature In teractions W hen the c o mm a n d is imp l eme nted with music as the trea tment , the sys tem-wide music-on-hol d fea ture must b e a d m in istered.
Criteria f or Success /F a i lure of Call V ectoring Com mand s Issue 4 Se p t em ber 1995 A-81 Criteri a for Su ccess/Failure of Cal l Vect orin g Comman ds The ta ble a ppearing on the next several p a ges sum m arizes the succes s and failure crit eria for variou s ve c tor c omm an ds.
Call V e ctori n g Co mmand s A-82 Is sue 4 Sept ember 19 95 Table A-11. Call Vectoring Command Success/Failure Crite ri a Command S uccess/Failure Criteria Vector Proces sing Disposition adjunct rout in g F ails if any o f the foll owing a r e t rue: ■ V DN’s COR d oes n ot perm i t rou ting to the adjunct - su pp lied d e st inat i on.
Criteria f or Success /F a i lure of Call V ectoring Com mand s Issue 4 Se p t em ber 1995 A-83 check-backup split F ails if any o f the foll owing a r e t rue: ■ V ec to r co n di t iona l is false. ■ S p l i t’s q u e ue is full. ■ S plit is not vector- c on tr o lled.
Call V e ctori n g Co mmand s A-84 Is sue 4 Sept ember 19 95 converse-on s plit F ails if any o f the foll owing a r e t rue: ■ Con ve rse s p l it q u eue is full. ■ Converse split is n ot v ec tor-controlle d. ■ Auto-availa ble sp li t i s in e ffect, and all a g ent s are lo g g e d out b y R e direction on No Answer (R ONA ).
Criteria f or Success /F a i lure of Call V ectoring Com mand s Issue 4 Se p t em ber 1995 A-85 m es saging spl i t F ails if any o f the foll owing a r e t rue: ■ S pecif ied s pl i t i s no t a n AUDI X s p lit or a M es sa g e Server A d junct (M SA) s p lit .
Call V e ctori n g Co mmand s A-86 Is sue 4 Sept ember 19 95 NO TE: Comp l e te o p erati onal d e t ail s for the route-to com mands are provided in Ap pendix G . queu e-to main split F ails if any o f the foll owing a r e t rue: ■ S p l i t’s q u e ue is full.
Issue 4 S ep t em ber 199 5 B-1 B Call V ectoring Management Intro d ucti on Call V e c t o rin g ma nageme nt involves a n u m b er of di f ferent c on si derat ions an d tasks.
Call V e ctorin g Manageme nt B-2 Issue 4 S ep t em ber 1995 NO TE: The Basic Call V e ctorin g and/or Call Prom p tin g o p t ion(s) m ust b e e nabled on th e S y st em -Param et ers Custom er-Op t ions form b e fore the associat ed f or ms and t h e fie lds on the f orms can be admin is tered.
Imp l em enta tio n R e q uirem ent s for the C all V e ctoring Feat ures Issue 4 Septemb er 1995 B-3 NO TE: The TN750 I nt egrated Announcemen t circuit p a ck pro v ides 16 por ts f or listenin g to annou ncements . On each p ort in G3i, there can b e f ive listeners, while in G3r, t here can be 255 list eners.
Call V e ctorin g Manageme nt B-4 Issue 4 S ep t em ber 1995 NO TE: The Basic Call V e ctorin g and/or Call Prom p tin g o p t ion(s) m ust b e e nabled on th e S y st em -Param et ers Custom er-Op t ions form b e fore the associat ed f or ms and t h e fie lds on the f orms can be admin is tered.
Imp l em enta tio n R e q uirem ent s for the C all V e ctoring Feat ures Issue 4 Septemb er 1995 B-5 NO TE: G 3V4 or a later release i s re q uired for ANI/II- Digits Routing.
Call V e ctorin g Manageme nt B-6 Issue 4 S ep t em ber 1995 NO TE: Bot h the s e nding s witch a nd the receiv ing swit c h m ust have the Ba sic C a ll Vectorin g and the L ook-Ah ead In terf low fe atures a c t ive.
Enablin g the V ec t o r Disconnect T imer Issue 4 Septemb er 1995 B-7 Enabling the Vector Disco n nect Timer Call V e c t o rin g ma ke s avail able a V ector Disconnec t T i mer, wh ich can be set for any amount of time b et ween 1 and 240 m inut es in clusive.
Call V e ctorin g Manageme nt B-8 Issue 4 S ep t em ber 1995 In testing the vect or, you sh ould n ot conside r the e n t ire vec tor at o n c e. R at her, you should first fi gurativel y d ivide the vector i nt o port ions, then test e ac h of these port ions unt il the entire vector i s tes ted.
Is s ue 4 Septemb er 19 95 C-1 C Considerat ions for the Cal l Vectoring Features Intro d ucti on This a p p endix conta ins several lists of consid erati ons you should b ear in min d when using the Call V e ctorin g fe atures. These consi derat ions are inte nded to help you g e t the hi ghest degree of productiv it y from C all Vect oring.
Consid erati ons for t he Call V ec t oring Feat ures C-2 Issue 4 Septemb er 199 5 ■ Calls should not b e qu e ued to a n unstaffe d s pl it (unles s this is in t ended by th e custom er) withou t some alternat e treatm ent .
Look-A head Inter flo w Consi derations Issue 4 S ep t em ber 1995 C-3 is being im ple men ted via a rou te-t o d i g its co mmand, the route-to d igit s c o m ma n d fai ls, a n d vecto r processing c onti nues at the next ste p , which should be a def aul t t reatment .
Consid erati ons for t he Call V ec t oring Feat ures C-4 Issue 4 Septemb er 199 5 ■ I t is perfect ly accept ab l e f or a vect or to r out e a call over an IS DN-PR I f a c ilit y to a d esti nati on tha t is no t a V DN. I n suc h a case, the sending switch t reats the call like a Look-A head Int er f low c a l l.
VDN Retu rn Dest ination Consid erations Issue 4 S ep t em ber 1995 C-5 VD N Return D estinat ion Con siderati ons The VDN Retu rn Destinat ion f eature al lows an incoming t runk c all to b e p laced back i n vector pr o cessing af ter all p artie s, except the orig inat or, drop.
Consid erati ons for t he Call V ec t oring Feat ures C-6 Issue 4 Septemb er 199 5 taken b y the a djunct is t o drop on e p arty on the c a ll, the sw itch w il l drop the ot her party as well a n d c l ear the call (it cannot re tain a ca l l with onl y one party , i f t here is no R et urn Destina tion for furt her processing).
VDN Retu rn Dest ination Consid erations Issue 4 S ep t em ber 1995 C-7 If the host secur ity i s n ot passed, th e host w ill rout e the call to an a pprop riate alternat e d esti nati on (e . g ., a nnouncement wi th sec urity violat ion m essage) a n d lo g the invalid call atte mp t .
Consid erati ons for t he Call V ec t oring Feat ures C-8 Issue 4 Septemb er 199 5 User Scenario — Savi ng in Trunk Faci litie s Betw een Call C ent e rs A custo mer can a ls o use V D N R eturn Destina tion to return a call to a local agent af ter th e call is transferred to a r emo te dest ination (call ).
Is s ue 4 Septemb er 19 95 D-1 D Troubles hooting V ectors Intro d ucti on This chap ter is i nte nded to s er ve as a troub leshoot in g gu id e for Call Vect oring. The fi rs t p art of the chap ter includes t wo tables tha t i ndic ate an d e x p lain unexpect ed operat ions wit hin Call V ecto ring t hat th e c ustom er may encou nter.
Troubleshoot in g V ec tors D-2 Issue 4 Septemb er 199 5 Table D-1. Unexpected Feature Operations Feat ure/A rea Cu stomer O bser vation(s) Cause(s) General Ve ct or Processing V ecto r s tuck. Au dible fe edba ck lasts lo nger than th e delay int erval.
Unexpe cted C om mand O perations Issue 4 S ep t em ber 1995 D-3 Unexp ected C ommand Operati ons The fo llowin g t a b le i n d icates a nd explains the unexpected operat ions the custo mer may en counter in using the Cal l V ec t oring command s. Tabl e D-2.
Troubleshoot in g V ec tors D-4 Issue 4 Septemb er 199 5 announc em ent Ann ounceme n t no t heard. Announceme n t board n ot p resent . Announceme n t n ot admin is tered. Announcement not recorded. Announcemen t being rerecorded. All ports busied out.
Unexpe cted C om mand O perations Issue 4 S ep t em ber 1995 D-5 check-backup spli t and q u eue-to main split Call does no t e n ter q u e ue or ter m inat e to a g e nt. Q ueue len g t h sp ecif ied on th e h unt g r o u p screen has b een ex c eeded.
Troubleshoot in g V ec tors D-6 Issue 4 Septemb er 199 5 collect d igits (Cont inued) De lay b ef ore h earing announcement . All T T R TN744 p orts busy, b ut s pace in queue. Announcement queue f ull. All integ rated announ c e m ent p orts busy. Analog anno uncem e nt b usy.
Unexpe cted C om mand O perations Issue 4 S ep t em ber 1995 D-7 converse-on split V R U script no t ex ecuted. Q ueue full. No q ueue. Invalid s p li t. S pli t no t vector-controlled. V R U down. " An i " digits no t pas s ed . AN I not avail able.
Troubleshoot in g V ec tors D-8 Issue 4 Septemb er 199 5 messaging split V e ctor stuck (with ring back). E xtension unknown to AUDI X . S t ep sk ipp ed , no message lef t. AUD IX l ink d ow n. DC S link t o remote AUDI X down. All D C S trunks b usy.
Converse Comma nd D ebugg ing Issue 4 S ep t em ber 1995 D-9 Converse Comman d Debugging The fo llowin g t a b le is inte nded to help your trou bleshoot ing ef for ts wi th t he converse-o n comm and. NO TE: R e f er to Appendi x H fo r de ta ils on t he call f low for converse-V R I c alls.
Troubleshoot in g V ec tors D-10 Issue 4 S eptemb e r 1995 Tabl e D-3. Co nvers e Command Debu gging SYM PTOM CAU SES EVIDE NC E PLACI NG A CALL: Converse ste p skipped. V RU down (R ONA). Vec tor event. Split q ueue fu ll Vec tor event . Call stuc k in c o n verse.
Converse Comma nd D ebugg ing Issue 4 S ep t em ber 1995 D-11 V R U time d ou t await i n g first dig i t. V RU error lo g /trace. V R U first digit t ime ou t t o o short. Check V RU s c ript. Check converse se cond d ata delay . I n ter-digit tim eout too short on f ir st pro mpt an d collect .
Troubleshoot in g V ec tors D-12 Issue 4 S eptemb e r 1995 Track i ng Un exp ected Vect or Events If y o u have an S AT te rmina l, you can d isplay unexpected vector events. A vecto r event is an error that results from resource exhaustion or from fau lty vector progr am ming , rath er than from a DEFI N I T Y soft ware erro r.
Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-13 ■ RE PORT PE RIO D . T his o ption all ows you to s p ecif y a re port period . T h is period consists o f a n Inte rval fiel d , a From date /tim e stam p, an d a To d a t e/ time stam p .
Troubleshoot in g V ec tors D-14 Issue 4 S eptemb e r 1995 ■ Event Data 1 is a 9 - character fields that co ntai n s d ata in one of two format s: — <n umber1>/< number2> (for exam p l.
Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-15 Tabl e D-4. Summary of Vector Events Event Even t Event Type Des cription Explan a tion 1 Call dropped; c a ll not q u eued at stop st e p . Vec tor processing ended wi t h out t h e c all being qu eued to a split and, a s a result, th e ca ll cannot be answered.
Troubleshoot in g V ec tors D-16 Issue 4 S eptemb e r 1995 11 No announcement avail able During an announcemen t st e p , a c ollec t dig i ts step t h at cont ains an annou ncemen t, o r a d isconnec.
Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-17 32 P rom p ti n g b u f fer overflo w The promp ting d ig i t b uf fer already cont aine d t he maxim um of 24 d ig i ts when a d d itional d ial-ahea d d i g it s were ent ered b y the c a l ler.
Troubleshoot in g V ec tors D-18 Issue 4 S eptemb e r 1995 61 Invali d d estina tion The adjunct routi ng com mand r eturned d i git s that d id not re present a valid dest inat ion.
Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-19 90 W ait s tep music failed A wa it - ti me s t ep wi th music was accessed, but the m usic was not conne cted.
Troubleshoot in g V ec tors D-20 Issue 4 S eptemb e r 1995 125 Data return n o di g its On a converse-o n ste p, the converse a g e nt ac t ivated d a t a return b ut d i d not return any d i git s. 126 Data return timeou t On a converse-o n ste p, the converse a g e nt ac t ivated d a t a return b ut tim e d out while waitin g to ret urn digits .
Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-21 220 E WT call n ot que ue d A g oto test for a call or converse da ta passing req uest e d E W T f or a call n ot in q u e ue. I n t his case, the wait t i me wa s assumed to be infinite an d the co mparison was based on E W T > largest possibl e threshol d.
Troubleshoot in g V ec tors D-22 Issue 4 S eptemb e r 1995 54 0 A U D IX l in k do wn A UDIX co uld not be accessed via a m es saging spl i t co m m a n d , b e cause t he A UDIX l ink was d o wn.
Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-23 563 E WT split n o working a g ents A g oto test request e d EW T fo r a split /skill that has no a gents logg e d in or all lo g g ed i n agent s are in the A U X work mo d e .
Issue 4 S ep t em ber 199 5 E-1 E Functional Differences for G2 and G3 Call Vector in g and EAS Intro d ucti on This a p p endix prov ides t he C all V ectoring funct iona l d ifferen ces b etwe en the Generic 2 and Generic 3 swit ches.
Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-2 Issue 4 S ep t em ber 1995 ■ announc em ent ■ wait -time ■ busy Queu e-to Main Spli t and Check -Back up S plit The queue- t o mai n s pl i t co mm an d q ueues the call to the s p ecif ied main split and assigns a q ueuin g priorit y level.
Differen ces in C o mman d F u nction Issue 4 Septemb er 1995 E-3 Tabl e E-1. G2/G 3 D ifferenc es for Queu ing Com m and s GENERIC 3 GENERIC 2 The call is si mul t aneously qu e ued to a maxi mum of three di f fe rent splits .
Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-4 Issue 4 S ep t em ber 1995 Go to Ste p a nd Got o Ve ct or The goto s tep co mma n d allows condit i onal or u ncondi t i onal m oveme nt (branching) to a preceding o r su bs e q uent ste p in the ve ctor.
Differen ces in C o mman d F u nction Issue 4 Septemb er 1995 E-5 Route-to Number This c o m m a n d route s the call to a specif ic numbe r . Tabl e E-3. G2/G 3 Differenc es for Rou t e-to Numb er Comma n d GEN ERIC 3 GE N ERIC 2 The a c t ual d i git st ring is used a s the dest inat ion.
Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-6 Issue 4 S ep t em ber 1995 Announcement This c o mma n d in d icates t hat the caller s h ould expect to hear an announceme nt.
Differen ces in C o mman d F u nction Issue 4 Septemb er 1995 E-7 Wai t-time This c o mma n d set s a l ength o f ti me fo r a call to wait in th e q ueue.
Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-8 Issue 4 S ep t em ber 1995 General Cal l Vectorin g Funct io n al Differences This t a b le provides an overview of general diff erences for Ca ll Vect oring operation s b etwee n the Gene ric 2 and Generi c 3 swit ches.
Genera l Call Vect oring Functional Diff erences Issue 4 Septemb er 1995 E-9 No n-vec to r - co ntrol led splits can s pecify redirect ion trea tment (such as Call Coverage, Call F orwarding , etc .) a nd announcement trea t ment . Only vector-cont rolled sp lits are availa ble when C all V ectoring is activ e.
Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-10 Issue 4 S ep t e m b er 1995 Differences i n Defi n ing/Int er preti n g Split Fl ows Spli t flows are defined and /or interprete d acco rding t o t h e s w i tch version a nd the managemen t sy stem invol ved.
Differen ces in D efi ning/ Interpreti ng Spli t F l ows Issue 4 Septem b er 1995 E-11 R3 CMS Sta nd ar ds The fo llowin g t a b les illu strat e how sp l it flows that occur in t he G1/ G3 and G 2 ve.
Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-12 Issue 4 S ep t e m b er 1995 c om man d, f or examp l e), an inf low is tra c ke d only in t he first s pl it to which th e call requeues .
Differen ces Bet ween G2 an d G3r E AS Issue 4 Septem b er 1995 E-13 ■ G2.2 rest ricts calls qu euing to mul ti ple skills simult aneously to skills in the same skill t ens group. This also a p p lies to VD N skills. G3 allows calls to queue to any three skills simulta neously.
Issue 4 Septem b er 1995 F-1 F Interactions Between C all Vectoring /EAS and BCMS/ C M S Intro d ucti on Call V e c t o rin g a n d E A S i nte rac t wit h a m anageme n t in format ion syst em t hat helps t o m onito r a n d report o n the act ivit y within Call Vect oring and E AS .
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-2 Is s ue 4 Sep temb er 1995 BCMS /CMS Track i ng in a Cal l Vect oring En vironmen t Tracking is the identifying o f vario us cal l flow s a n d o ther a c t ions relevant to call handling.
BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-3 For split/skil l stati stics, the c a l culat ion is ACD c al ls answe red wit hin the service level divide d by calls q ueued to th e split/skill (answered calls, ab an d oned calls, calls t hat flow out, calls that d e queue ).
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-4 Is s ue 4 Sep temb er 1995 R3 CMS a nd B CMS Sta n dar ds The fo l lowin g t a b le ill u strates how R 3 CM S an d BCM S inte rp .
BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-5 Sp lit In flow s , O u tflow s , an d Dequ eu e s The fo llowin g se ct i ons discuss t he various sp lit fl ow t ypes v is -a-vis R 3 C MS, R 2 CM S , and BCMS .
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-6 Is s ue 4 Sep temb er 1995 W ith t his discussion in mind, let ’s t ake a l ook at the foll owing table to see h ow R3 CM S an d.
BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-7 Also, when m ul tiple spl i t q ueuin g is invo lved, R 2 CMS tracks an outf low in those splits to which t he call qu eues a nd from which i t eve ntua lly d e queues with out be ing answered t here.
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-8 Is s ue 4 Sep temb er 1995 Here’s the t racking table for t his scenario: Comm ent s : ■ R3 CMS : Dequeu e i s tracked i n spl.
BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-9 Comm ent s : ■ R3 CMS : O utfl ow i s tracked in spli t 1 because the call is answered by a n agent i n a n othe r sp lit t o which the ca ll is que ued (t hat i s , split 2).
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-10 Issue 4 Sep temb e r 1995 Ca ll Answered by a Primary Sp lit afte r a Ro ute To V D N. T h e follow ing scenario involves a call answered by t he prim ary sp lit after a route-to V DN co mmand is ex ecuted .
BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 Se p t em ber 1995 F-11 1. Call c o m es int o a V D N whose vector q ueues th e c all to sp l its 1, 2 an d 3. 2. Vect or executes a route-to VDN st ep . 3. Call is the n q ueued to splits 4, 5 a nd 6.
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-12 Issue 4 Sep temb e r 1995 3. Call is queued to s plit 4. Here’s the t racking table for t his scenario: Comm ent s : ■ R3 CMS.
BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 Se p t em ber 1995 F-13 2. How many AC D c alls d i d ‘ ‘my’’ s plit answer that were ‘‘min e?’’ ( A n d , b y i mplication , h ow m any d i d I answer that were no t ‘‘m ine?’’ ) 3.
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-14 Issue 4 Sep temb e r 1995 R2 CMS Stand ard. Custome r s using R 2 C M S c onnecte d to G1/G3 with ve c toring enabled cannot nece ss ar il y answer any of the q uesti ons.
Using BCMS / C M S Re p orts to E valuat e Call Vect oring A c tivity Issue 4 Se p t em ber 1995 F-15 ■ Vector Rep ort summarizes ve c to r ac t ivit ies. Amo n g othe r inform ati on, th e r eport provid e s the num b er of Vect or Flow Ins/Out s, cal ls f orced b usy, and calls forced disconnect.
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-16 Issue 4 Sep temb e r 1995 Usin g CMS in an EA S En viron ment C M S R 3 V 2 or a later release is re quired t o support E xpert Ag ent S election (E A S).
Using CMS in an E A S E nvir onment Issue 4 Se p t em ber 1995 F-17 The Queu e/A g ent S umm ary R e al-Tim e Re p ort list s s e p arat ely the Direct A g en t calls wait in g in a skill q ueue. Any waiti ng Direct Agent c alls are queued to t he first p rim a ry skill that the agent is assigned and lo gg e d into.
In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-18 Issue 4 Sep temb e r 1995 21 and 23. Th is allows users who prefer t o s p ecify the act ual skill num ber in t he vector to t ake advanta g e of the tra cking for V DN skill p refe re nces.
Iss ue 4 September 1 99 5 G-1 G Operation Details for the Ro ute-to Comman d Intro d ucti on The route-to command can b e programm ed with or wit hout c overa ge . The t a ble i n th is ap pendi x s um m arizes the o p erati on of the route-t o com ma nd for each of the d estin ation t ypes a nd condit ions associat e d w i th the comman ds.
O p erati on Detai ls for the R oute-to Com m a n d G-2 Issue 4 Sep temb er 1995 Tabl e G-1. DEF INITY G3 Route-T o Comma n d Oper a tion INT ERACTION CO NDI TI ON co v = n cov = y A NY S TE P AN Y ST.
I n troduction Issue 4 Septemb er 1995 G-3 E xt ension wit h I ncomp at ible CO R Go es to n ext step, else stop. G oes to next step , else stop. Term inati ng Extension Group - All M e mbers Id le - .
O p erati on Detai ls for the R oute-to Com m a n d G-4 Issue 4 Sep temb er 1995 Individ ual Att endant A ccess - At nd Idl e - At nd B usy R i ng s idle a p p earance Queues i f possible else Go es t.
I n troduction Issue 4 Septemb er 1995 G-5 Notes: 1 The in t eract ion ‘ ‘ St op’’ m eans the f ollo wing: vector proce s s in g i s stopp ed , th e call re m ains queued to a split , and the c a l ler c onti nues to hear fee d b ack i nit iated b y a p revious ste p .
Issue 4 Se p t em ber 1995 H-1 H Detail ed Call Flow for Conve rse— VRI Call s Intro d ucti on This a p p endi x d iscusses the det aile d call f low for calls involving a converse-on vector st ep and V oice R esp onse Inte g rati on (V R I ). T h i s ca l l flow is segmen ted into t he followi n g p h a ses: 1.
De tailed Call Flow fo r Converse— V R I Calls H-2 Issue 4 S e p t em ber 1995 Converse Call Place m ent The fi rs t actio n t aken by the c on v e rse-on st e p is to d e l iver the call to the converse sp lit. R in g back ton e is n o t heard by the ca ller.
Data Pas s in g Issue 4 Sep temb er 1995 H-3 An y at tem p t to remove a hunt group , spli t or sk ill adm inist ered within a converse- on v e c tor ste p is denied unti l the vector has b een changed.
De tailed Call Flow fo r Converse— V R I Calls H-4 Issue 4 S e p t em ber 1995 NO TE: D T MF tones (di g i t s ) with a length of 350_msec and w ith an int erdigit pa use o f 100 _ msec are currently o ut pulsed b y DEFI N I TY . T his results in a rate of a p proximately 2.
Data Pas s in g Issue 4 Sep temb er 1995 H-5 ■ wait : This da t a t y p e sends the expected wa it t ime fo r a call in v ect or p roces si ng that is q ueued to at l eas t one s p lit. It is a value from 0 to 9999 seconds . I f t he call i s n o t queued, o r is queued onl y to s p li ts w ith no working a g ents, o nly the # is out p ulsed.
De tailed Call Flow fo r Converse— V R I Calls H-6 Issue 4 S e p t em ber 1995 T o ensure the robus t operat ion of t he V R U d a t a passing op erat ion, b e sure to implement the f ollow ing recom mendat ions: ■ Include the prompt and collect command in th e V R U script fo r e ach data f ield p assed in the converse-on step.
Script Execut ion Issue 4 Sep temb er 1995 H-7 selected a pplication , th e first c o mm a n d in the exec ’ed scrip t i s a prompt and collect com mand wi th n o announce men t promp t progr am me d a nd with t he pound sign (#) programmed as th e en d -of-st ring character .
De tailed Call Flow fo r Converse— V R I Calls H-8 Issue 4 S e p t em ber 1995 The CONV E R S A NT V R U o f fers a b uilt -in exte rnal functi on called ‘‘conv ers e_da t a. ’ ’ This fu ncti o n allows a p p l i c ati ons develop ers to p erform this operation i n a conven ient an d ro bust f ashion.
Script Comp let ion Issue 4 Sep temb er 1995 H-9 The ‘‘Conve rse Data R e turn C o d e’’ can be f ollowe d b y a maxim um o f 24 d i g its. The V R U t ou ch-ton e s th e code a nd t h e digi ts i n -band. However, t he c o de and th e digits are not heard by the c aller.
De tailed Call Flow fo r Converse— V R I Calls H-10 Issue 4 S e pt em ber 1995 The last set of d i g i ts colle cted bef ore the c onv ers e- on spl it step i s ex ecuted is stil l ava ilabl e and may be displayed b y an answering agent o n the nonconverse split by u sing the CAL L R-I NFO b u tt on .
DEFI N I TY Swi tch Da ta Collecti on Is s ue 4 Sep tem b er 19 95 H-11 If V R U dat a is retu rned, the call ing p arty is ab le to t ouch-t one a r esp onse to a DEFI N I TY promp t onl y a f ter th e d ata colle c tion p hase i s com p let ed a n d anothe r collect d igits st ep i s execute d.
Issue 4 S e p t e m b er 1995 I-1 I Security I ssues Intro d ucti on There are a num b er of se curity issues vis-a- vis Call V ectoring t hat shoul d b e no te d . For example, Call Vec torin g and Call P rompt ing can be used to help prevent u naut horized users from g ainin g access t o th e s witch via the R em ote Access fe at ure.
Security Issues I-2 Issue 4 Se p t em ber 1995 Front -E ndin g Rem ote Ac cess V ia this meth o d , aut horized e xt ernal call ers are g ive n a VD N extension to c a ll inst ead of the r em ote a c c ess extension, which i s kept p rivate.
EA S Is su e 4 September 1995 I-3 ca p abilit ies described i n th e previous sect ion c a n also b e used. Instead of routin g to the remo te access extension, the vector collects di gits fr om th e caller and t hen routes to t he given d estin ati on if there is a ma tch on t he password.
Issue 4 Septe m b er 1995 J-1 J Setting Up a C all Center Intro d ucti on Call center ma nagers nee d som e key in d icat ors to measure ACD performanc e at their site. Usually, in sett i n g up a c all cent er, several fa ctors involving call managemen t are considered .
S e tti n g U p a Call Cent er J-2 Is sue 4 Se ptemb er 1995 This chap ter expla ins how to set u p a call c e n ter for custom er s wi th C all Vect oring and/or Expert Ag ent Se lect ion (E AS ). Call Vecto ring/N o n-E A S O p tio n T o set up a call center t hat has Ca ll Vect oring b ut not E AS , do the f ollo wing: 1.
Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-3 As an option, you can assign one VD N f or a main num ber and use Call Prom p t i n g to route the call to the prop er s pl i t. The fo llowin g t a b le ill ustrat es the g u i delines g iven u p to this point .
S e tti n g U p a Call Cent er J-4 Is sue 4 Se ptemb er 1995 On a G3 system , more than fo ur spl it s can b e assigned to an agent; however, t he agent can log i n to a max imum o f four spl i ts. A n agen t assignmen t to split s can be changed i n C MS : ACD Adm inist ration: M ove E x tensions Be twee n Splits i f th e agent is l og ged of f.
Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-5 ■ 2 = Service ■ 3 = Spanish ■ 4 = Claims ■ No thing o r 0 = Service 2. Queue the call. 3. Provide a n an nouncement t o the caller. 10. Actions P roduce d by Vector #2 : 1. Queue the call to the correct service at a me diu m p riorit y.
S e tti n g U p a Call Cent er J-6 Is sue 4 Se ptemb er 1995 Figure J-1. Non-EA S Wor ksheet #1: Call Cent er Objectives Works heet Non-EAS W orksheet #1 Call Center Objectives W orksheet What Are My .
Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-7 Figure J-2. Non-EA S Wor ksheet #2: Curren t Split Operation Works heet Do Y ou W ant to Separate Skill Set with EAS? (Y es/No) Do .
S e tti n g U p a Call Cent er J-8 Is sue 4 Se ptemb er 1995 Figure J-3. Non-EA S Wor ks heet #3: Cu stom er N eed s Worksh e et Non-EAS W orksheet #3 Customer Needs W orksheet Customer/Call Center Ne.
Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-9 Figure J-4. Non-EA S Works heet #4: Vector Design Wor ksheet Assigned VDNs Assigned T runk Groups Description Name V ector # 1. 2. 3. 4. 7. 8. 9. 10. 5. 6. 11 . 12. 13. 14. 17. 18. 19.
S e tti n g U p a Call Cent er J-10 Issue 4 Se p t em ber 1995 Call Vecto r ing/G 3 EAS O ption T o set up a call center t hat has both C all Vect oring a nd G 3 V2 EAS , d o th e following : 1.
Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-11 W ith E AS , most hunt groups t end to use E A D to allow callers t o reach the most expert ag ent. However, UCD mig ht be used if al l agents ass i gned a skill are e qually trained an d if you want e qual call distr ibut ion to the agent s.
S e tti n g U p a Call Cent er J-12 Issue 4 Se p t em ber 1995 5. On the switc h , ad m inist er the VD Ns. On the sw itch o r in CMS : ACD Ad m inistrati on, change t he V DN S kill Pref erences an d as si gn up t o t hree s k ills t o e ach V DN. See " E AS W orks hee t #6 : Skil l Pref erences W orksheet" .
Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-13 The previou s tables contain on ly a f ew examp les of the VDNs (and, accordi ng ly, the V DN Skill P refere nces as sign ed to th e VD Ns) th a t the call center could assign.
S e tti n g U p a Call Cent er J-14 Issue 4 Se p t em ber 1995 I t is s tr ongly recomme nded th a t an a gent w ith Direct A gen t s ta tus b e assigned a ‘‘Direct Ag ent skill’’ as the prim ary skill (see the follo wing ta ble). T his way, D irect Ag e nt calls wi ll no t be sharing q ueue slots wi t h other skill c a lls.
Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-15 (for exam ple, you ma y deem i t neces sary to train a d d itional a gents or to increase the amo unt of time elapse d from wh en a c a ll queues to one skill hunt g roup an d t hen to anothe r skill hunt group) .
S e tti n g U p a Call Cent er J-16 Issue 4 Se p t em ber 1995 Figure J-5. EA S Worksh e e t # 1 : Call Center O bjectives Works heet EAS W orksheet #1 Call Center Objectives W orksheet What Are My Ca.
Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-17 Figure J-6. EAS Worksh eet #2: Current Sp lit Operat ion Works heet Do Y ou W ant to Separate Skill Set with EAS? (Y es/No) Do Y ou Ha.
S e tti n g U p a Call Cent er J-18 Issue 4 Se p t em ber 1995 Figure J-7. EA S Work sh e et #3 : Custom er needs Worksheet EAS W orksheet #3 Customer Needs W orksheet Generic 3 Customer/Call Center Needs Split Name Split Number UCD/EAD Class of Restriction When defining your skills, be aware of how you can combine skills for backup purposes.
Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-19 Figure J-8. EA S Worksh ee t # 4 : Individ ual Agent S kill W orksh eet Generic 3 EAS W orksheet #4 Individual Agent Skill W orksheet .
S e tti n g U p a Call Cent er J-20 Issue 4 Se p t em ber 1995 Figure J-9 . EAS Works heet #5: Agent S kills W orks heet Generic 3 1. 2. 3. 4. 7. 8. 9.
Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-21 Figure J-10. EAS W orksheet # 6: Skill Preferences W orksheet EAS W orksheet #6 VDN Skill Prefer ences W orksheet VDN Class of Restric.
S e tti n g U p a Call Cent er J-22 Issue 4 Se p t em ber 1995 Figure J-11. EAS Worksh eet # 7: Vec tor Design Worksh e et Assigned VDNs Assigned T runk Groups Description Name V ector # 1. 2. 3. 4. 7. 8. 9. 10. 5. 6. 11 . 12. 13. 14. 17. 18. 19. 20. 15.
Issue 4 S ep t em ber 1995 K-1 K Converting a Call Center to EAS Intro d ucti on The proce dures in t his a p pendix p rovide guide lines for u p grading a call center from a non-E A S ACD environ men t t o an E AS A CD environm ent .
Converting a Call Center to E AS K-2 Issue 4 Se p t em ber 1995 Once t hese decis i ons are ma de, the pre-E AS cut over adm inist ratio n a c tivities can be starte d in pre parat ion for the conversion of the call center t o E AS.
S t e p 1: Pre-E A S C ut o ve r A d m i nistration f or the G 3 V2 (or lat er) S witc h Is s ue 4 Sep temb er 1995 K-3 NO TE: E n terin g a y in the S ki lls? f ie ld auto ma t ic a lly c auses t he A C D? and V ector fie l d s to b e set to y. W i th E AS opt ione d , i t is n ot possibl e t o a d minister me m b ers f or a skill hunt group .
Converting a Call Center to E AS K-4 Issue 4 Se p t em ber 1995 — A p er s o nal call is made to an E AS agent and the a gent ’s station has no idle call a p p earances.
S t e p 1: Pre-E A S C ut o ve r A d m i nistration f or the G 3 V2 (or lat er) S witc h Is s ue 4 Sep temb er 1995 K-5 10 . Using the C O R adm inist rati on form , set the D irect A gent Calling fi .
Converting a Call Center to E AS K-6 Issue 4 Se p t em ber 1995 ■ Coverage p ath ( o p tion a l) ■ A UDIX ? (set to y for A UDIX p ort s) ■ AA S ? (set to y fo r AA S V R U p o rt s) ■ Port E .
S t e p 4: P re-EA S Cut o v er A d m in istrat ion fo r M essagin g Server Is s ue 4 Sep temb er 1995 K-7 NO TE: On the MIP S, the AUD IX Na me for Messaging field on the Agent LoginID fo rm mu st b .
Converting a Call Center to E AS K-8 Issue 4 Se p t em ber 1995 I t is recomme nd ed th at incoming ACD call t ra ffic be blocked to prevent the queuing of new ACD calls to e xis ting s pli ts d uring th e c utover from the non-E A S to E A S envi ronm ent.
S te p 6: EA S Cutover Is s ue 4 Sep temb er 1995 K-9 12. Issue t he release l ink n c omma n d at the a dmi nistration termina l to release any a djunct A UDIX l inks (where the adju nct wi ll c ause t he associat e d ports to be logg e d i n) . At this p oint , the cut over to E A S i s co mp l ete.
Issue 4 S ep t em ber 1994 L-1 L V4 F eature Availabi lity The fo llowi ng lists d escribe vectoring enhance me nts that are availa ble w ith G 3V4 and la ter releases. For a d e t aile d descript io n o f any it e m see the re ferenced section of t his gui de.
V4 Feat ure Avai l a b ilit y L-2 Issue 4 S ep t em ber 1994 V ectoring (G3 V 4 Enhanced) p rovides t he fol lowing a dd itio nal capa bilit ies: ■ The abilit y to s p ecify a p riorit y leve l with the ol dest-call-wait con di t iona l on the check- b ackup and goto comm a n d s.
Issue 4 S eptemb e r 1995 M-1 M Impr ovi ng Perf ormanc e Introdu ction This a p p endix p r ovides recommendat ions on how to write v e c tors that promo te favorable performance practices .
I mproving Perf orma nc e M-2 Issue 4 Septe m b er 1995 ■ Lookahead I n t er flow Al l l o oping ex amp les in this a p pendi x u s e o n ly lo ops wi t h in a singl e vect or. I t is imp ortan t t o also b e aware of l ooping to ot her v ectors thro ugh the use o f vector c haining.
Looping Exam p l es Issue 4 S e p t e m b er 1995 M- 3 Loop i ng Ex ampl es Audi ble F e edb ack Recom mendatio n : E valuat e the len g t h of the wait period be t ween repeti tions of an announc e m ent a n d i ncrease the le ng th, i f possibl e.
I mproving Perf orma nc e M-4 Issue 4 Septe m b er 1995 Table M -2 c o m pares th e relative proces s ing cost o f the t hree e x am p les by looking a t t he approximate nu mber of vector s teps executed while p rocessing th e call.
Looping Exam p l es Issue 4 S e p t e m b er 1995 M- 5 T he exam ple in Fig ure M-5 a d d s a de l ay so that the lo okahead in terf low at tem p t occurs only every 10 se conds.
I mproving Perf orma nc e M-6 Issue 4 Septe m b er 1995 Check Back up Recom mendatio n : Whe n u s ing check-backup comm ands to q u eue a c a ll to backup sp l it s , ensure that an adeq u a te amo un t o f ti me h a s e lasped b efore checking the b a ckup split s again .
Looping Exam p l es Issue 4 S e p t e m b er 1995 M- 7 S i n ce th e agen t availa bi lity status may not b e l ikely to c hange every 10 se conds, it m ay make sense t o increa se the wait t ime to 30 se conds, as shown in t he example in F ig ure M-9.
I mproving Perf orma nc e M-8 Issue 4 Septe m b er 1995 Other Exa mples After Business Hours Recom mendatio n : T est t o see i f the d e s tina t ion resourc es are avail able (such as during business hours) before q ueuin g. The example in Fig ure M-10 q u eues c alls to a hunt g roup regar d less of the time of th e c all.
Ot her E xam ples Issue 4 S e p t e m b er 1995 M- 9 Lo o k ah e a d In t e rfl o w s Recom mendatio n : When using a lookahead inte rflow , first test to see if the receiving of fice is open for b usiness.
I mproving Perf orma nc e M-10 Is s ue 4 Septemb er 19 95 The example in F ig ure M-14 can b e used if you have G eneric 3 Version 4 Advanced Rou ting op t ioned. In t his case, t h e ‘Exp ected W a i t T ime ’ feat ure may be used to det ermine wh ether it is wort hwhile p lacing a lookahead int erflow c a ll att emp t .
R el at ive P rocessing Cos t of Ve c tor Com man d s Issue 4 S ep t em ber 1995 M-11 Relativ e Processin g Cost o f Ve ctor Commands S o me vector comma nds use more p ro cess ing re so ur ce s t h an o t hers.
I mproving Perf orma nc e M-12 Is s ue 4 Septemb er 19 95 Tabl e M-5. Relative Proces sing Cost of Vector Comma n ds for Generic 3 Vers ion 4r rela tive perform ance cost v ector co mmand medium adjun.
Is sue 4 Septemb er 1995 N-1 N Call V ectoring System Parameters G3iV1.1 and G3V2 Syst em Parameters 1. The to tal of VDN, Stati on, an d L ogin ID e x tensions canno t exceed 25 ,000. 2,000 for G3rV 3 7,084 for G3 rV3 f o r " S imul taneous 3-wa y Con f.
Call V e ctori ng System Param et e r s N-2 Issue 4 Sep tem b er 1995 G3V3 Sy s tem Paramete r s 1. T h e tot al of VDN, S t ati on , an d Lo g in I D e xte nsi on s c a nnot exce ed 2 5 , 00 0. 2,00 0 for G3 r V 3 7,08 4 for G3 r V 3 fo r "Si mu l t aneous 3-way Con f.
G 3 V4 System Paramet e rs Issue 4 Se p t em ber 1995 N-3 G3V4 Sy s tem Paramete r s 1. T h e tot al of VDN, S t ati on , an d Lo g in I D e xte nsi on s c a nnot exce ed 2 5 , 00 0. 2,00 0 for G3 r V 3 7,084 f or G3 r V3 fo r "Si mu l t aneous 3-way Con f.
Issue 4 Se p t em ber 1995 GL- 1 GL A ACD See Aut omatic Call Distr ibut i on . ACD split A MIA/ DDC hunt gro up in a system w her e ACD has been optioned by the c ustomer and where th e hu nt group has been administere d as used fo r ACD. active call A cal l to a VDN that is still acti v e in the sw itch or tandemed thr o ugh t he switch.
Glos sary GL- 2 Issue 4 Sept e m ber 1995 In terms of network services, answer supervision is a featur e off ered by the netwo rk provider on certain types of t run ks. W hen t he networ k returns answe r s u pervision for a particular trunk group, the ‘Answe r Supervision’ field on the ‘T runk Group’ form sh ould b e s et t o a yes .
Glos sary Issue 4 Se p t em ber 1995 GL- 3 The ASA f or a sp l it/ ski ll include s the t ime spent i n q u eue and the time rin g ing an ag e nt. The ASA f or a VDN includes the time s pent in vector proces sing for the VDN t hat the c all was answe red in.
Glos sary GL- 4 Issue 4 Sept e m ber 1995 Call Prompti ng A feature that u ses vec tor comm ands to c o llect and tes t digi ts, an d / or display digits to the agent or p a ss them to an adjunc t pro cess or . Ba sed on the digits dialed, the call i s routed to a d esi re d destination or rece ive s o the r t reatment.
Glos sary Issue 4 Se p t em ber 1995 GL- 5 CONVERSANT A V oice R e spons e Unit (VRU) produce d b y A T& T tha t is prominently used wit h the V oic e Respo nse Integration (VRI) f e at ure. Conv ers e Data Return code A feature a ccess c o de a dm i nistered on the DEFINIT Y swi tch.
Glos sary GL- 6 Issue 4 Sept e m ber 1995 dequeued average queu e t ime The av erage t i me a call waits until it is answered by another split to which the call is also que ued.
Glos sary Issue 4 Se p t em ber 1995 GL- 7 Expert Ag ent Selection (EAS) An o p t ional feature that provides a gr oup of capa b il i t ies including: as signing s ki lls t o VDNs and agents, d efining hunt groups as skills, pr o vidi ng call d i stri b ution via m at ching sk i lls, logical agents and dire ct agent calling from voice t erminals.
Glos sary GL- 8 Issue 4 Sept e m ber 1995 inf low A c all flow or action t hat is d ef ined acco rding to the m anagement system and the switch version involved. For R3 CMS/ BC MS and G3 with call ve c toring e nabled, the term refers to a call that is answered by a s plit o the r tha n a pri mary split.
Glos sary Issue 4 Se p t em ber 1995 GL- 9 J K L LAI See Look-Ahead Interflow . latest VDN The VDN t o which t h e c a l ler w as most r e c ent l y routed. The latest VDN is not aff e cte d b y VDN Overr ide. LEC See Local Exchang e Carrier (LEC) . Local Exch ange Carrier (LEC) A loca l phon e c o mp any.
Glos sary GL-10 Is s ue 4 Sep tem b er 19 95 Mess age Col lecti on A ca ll p rompting a pplica t ion that gives the c al ler the optio n o f not waitin g (in queu e , i f vectoring is enabled) to be se r viced by an a gent, b u t rather of leaving a messa ge for the a gent or the a gent's asso ciate d s pli t .
Glos sary Issue 4 Se p t em ber 1995 GL-11 P primary spl i t The f irst s plit in a VDN to which a call a c tually queues. Another s plit b ecomes t he pr imar y s p lit if the c all l eaves the VDN (.
Glos sary GL-12 Is s ue 4 Sep tem b er 19 95 Split Summ ary report A re p ort that summar ize s the call activ it y f o r an en ti re s plit . I t can be g e n era ted by CMS as well as i n BCMS. split supervisor An AC D split manager who mon itors spli t flows.
Glos sary Issue 4 Se p t em ber 1995 GL-13 two switch conf igurat io n A LAI call setup t hat c o nsists of two swi tches : s ending switch and receiving sw i tch. The v ector (s) in the send ing switch dete r mine whether the call should b e sent to the re c e ivin g switch.
Glos sary GL-14 Is s ue 4 Sep tem b er 19 95 VDN name The name as sociated with th e VDN. It contains up to 15 characters and is o p t ional. It a p pears on the a gent’s display.
Issue 4 Se ptemb e r 1995 IN -1 IN Ind ex Symbol s # sign , 5-17 , A-37 , A-38 dialed ahead digits , 5-17 # sign with digits , A-33 * s ymbol dial-ah ead digits , A-33 dialed ahead digits , 5-17 * wit.
Index IN- 2 Issue 4 S ep t em ber 1995 rolli ng ASA , 11 -11 VDN c all s , 11-11 warranty service , 11-15 warranty service call center , 11- 1 8 , 11-19 ASA , 6-10 defini tion , F-14 ASAI link failur .
Index Issue 4 Se ptemb e r 1995 IN -3 functions , 5-5 c rea ting service observing vectors , 5-12 passing digits t o a n a djunct , 5-1 2 treati ng digits as a d e s t ination , 5-6 using dig it s o n.
Index IN- 4 Issue 4 S ep t em ber 1995 call flow p hase data p assing , H-3 data retur n , H-7 DEFI NITY swit c h d at a collectio n , H-1 0 script completion , H-9 script execu ti on , H-7 c o nverse.
Index Issue 4 Se ptemb e r 1995 IN -5 delay with audible f ee dback , 4-5 delay with mult iple audio/mus ic sou rc e feedba c k , 4-6 dial-ah ead digits , 5-15 , 5-16 discon necti ng a call , 4-8 dist.
Index IN- 6 Issue 4 S ep t em ber 1995 wi th disconnect , A-4 7 with goto step , A-5 3 wi th goto vector , A-59 with messa g ing , A- 61 wi th queu e-to , A-65 with rout e -to , A- 71 wi th stop , A-7.
Index Issue 4 Se ptemb e r 1995 IN -7 re c eivin g switch operation , 8-4 sending switc h oper ation , 8-3 M max imizing performance , M- 1 , M-3 , M- 4 , M-6 , M-8 , M-9 exa m ple vecto r , M-3 , M- .
Index IN- 8 Issue 4 S ep t em ber 1995 R receiving and imp l ementing th e c a ll route , 9-7 receiving fe edback a b out a call , 2-7 redirect ing calls methods for , 3-2 reducing caller hold t ime ,.
Index Issue 4 Se ptemb e r 1995 IN -9 dif ferences amon g G1/G2/G 3 , E- 1 1 staffed a gent for ACD sp lit , 3-4 staffed a gents ba s is o f c a ll management decisions , 3-4 chec k backup c o mmand ,.
Index IN-10 Issue 4 S ep t e m b er 1995 no qpos digits , D-19 s te p s kipped , D-10 transfer d enied , D- 19 co v era g e con fe ren ce denied , D-2 0 data return no digits , D-20 timeout , D- 20 de.
Index Issue 4 Sep temb er 1995 IN- 1 1 V valid entries f o r chec k -ba ckup , A-26 fo r collect digits , A-31 fo r conv e rs e-o n , A- 35 fo r disconn ec t , A-46 fo r goto ste p , A- 49 fo r goto v.
Index IN-12 Issue 4 S ep t e m b er 1995 tan dem s witch vector , 8-1 0 tes ting for ANI in vector routing table , 7-4 for digits in vector routing table , 5-9 treati ng digits a s a dest ination , 5-.
Index Issue 4 Sep temb er 1995 IN- 1 3 descriptio n , F-15 VDN Report descriptio n , F-14 VDN Summ ary Repo rt descriptio n , F-15 Vector R e p o r t descriptio n , F-15 wi t h cov e ra g e , 3-10 , 5.
An important point after buying a device AT&T 555-230-520 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought AT&T 555-230-520 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data AT&T 555-230-520 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, AT&T 555-230-520 you will learn all the available features of the product, as well as information on its operation. The information that you get AT&T 555-230-520 will certainly help you make a decision on the purchase.
If you already are a holder of AT&T 555-230-520, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime AT&T 555-230-520.
However, one of the most important roles played by the user manual is to help in solving problems with AT&T 555-230-520. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device AT&T 555-230-520 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
