AT&T 555-230-520 manuale d’uso

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 ( E A S)? 1-4 ■ Call V e ctorin g Feat ures 1-5 ■ Cont ents an d O r g anizat ion of t he Gu ide 1- 6 ■ I ntende d Aud ience and Use of the Gui d[...]

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 plit Queu e P riority Leve ls 3-4 Ag en t W ork Mo d e 3-4 Calli n g P arty Feedba ck 3-5 Diale d Num ber Id en ti ficat ion Servic e (DNIS ) 3-6 ■[...]

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 sages 4-13 Op tion with the V DN as the Coverage P o int 4-14 S e nding Calls to a V ector- Programmed Numbe r 4-15 In terf low 4-15 S ervice O b s er[...]

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 S A I- Pro vid e d Dial-A head Digi ts 5-19 6 Advan ced Vect or Rou tin g 6-1 ■ I n troduction 6- 1 ■ Comman d Se t 6-1 ■ Expe cted Wai t T i m[...]

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 les with ANI 7-3 ■ I I-Digits R out ing 7-5 II-Digits R outing E x amp le 7-7 8 Look-Ahead In terfl o w 8-1 ■ I n troduction 8- 1 ■ Comman d Se t [...]

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 on 10-1 ■ I n troduction 10-1 ■ I dent ifying Caller Needs 10-2 DNIS / I SDN C alled Party 10-4 Call P rompting/V RU Digit s 10-4 Host Data b ase L[...]

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 Disp lays—Voic e T erminal 10-28 Look - Ahea d In terflow 10-29 Multi ple Spli t Queuing 10-29 OCM/E A S 10-29 C om ma nds fo r O CM Predic tive Call[...]

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 eservation S er vice (w i th E A S) 11-20 P lacing th e R eserv ation 11-20 S p e cif ic Num ber Dialing 11-20 General Num b er Dial in g 11-21 Call -Back[...]

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 ion A-22 Answer S u p e rvi si o n C onside r a t ions A- 2 3 Feat ure Interaction s A-23 BCMS /C M S Interactions A-23 B usy Comm and A-24 P urp ose A[...]

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- 34 Converse-on Com m and A- 3 5 P urp ose A- 35 Synt a x A -3 5 V alid E ntrie s A-35 R eq uireme nts A-35 Exam p le s A -3 5 O p erat ion A-36 Answ[...]

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 A-53 CMS In teractions A- 53 Go to Vec tor C om ma n d A-5 4 P urp ose A- 54 Synt ax A -5 4 Conditions = avail able-agent, s taf f ed-age nts : A- 54[...]

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- 66 BCMS In teractions A-67 R oute-to Com ma n d A-6 8 P urp ose A- 68 Synt a x A -6 8 V a lid E ntrie s A-68 R eq uireme nts A-68 E xam p le A-68 Op [...]

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 ure of Call V ectoring Comm ands A- 81 B Call V ector ing Manageme nt B- 1 ■ I n troduction B- 1 ■ Imp l eme ntation R e quirem ents for th e Call V[...]

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 nd Deb u g ging D- 9 ■ Tracking Unex p ec t e d V e ctor Event s D-12 Disp lay E vents Form D-12 Disp lay E vents R eport D-13 S u mmary of Vect or[...]

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 f lows F-4 R 3 CM S S ta ndards F -4 S plit Inf l ows , Outf l ows, a n d D e q ueues F- 5 R 3 C MS and BC MS S tan dards F - 5 R 2 CM S S ta ndards [...]

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 -End in g R emote Ac c e s s I-2 R eplacing Re mo te Ac ces s I -2 ■ E A S I-3 ■ Vector Ini tiat ed S ervice O b serving Security I-3 J Setti ng [...]

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 terf low M-4 Check Backup M- 6 ■ Ot her E xamp les M-8 After Busi ness Hours M-8 Lookah ead In terflows M-9 ■ R el a t ive P rocessing Cost of Ve[...]

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. S o me are op t iona l feat ures an d mu st be purchas e d s eparat ely. S ee Ap p endix[...]

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 . Direct Inwa rd Dialing Figure 1-1. Trad itiona l ACD Call Process ing As Fig ure 1-[...]

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. C al l Vect oring m ay be i ll ustrate d as follows: 1. V o ice Re s ponse Unit 2. Dialed Num be[...]

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. Mul tiple vectors can be c hained to get her to ex ten d processing ca pa b ilit ies or to process calls t o th e same o r di ff erent answerin g[...]

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. Y ou progr am by arranging a set of vector co mm ands in t he desired sequence. Dep[...]

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 . ■ Adjun ct Routin g p r ovides you with a means of ev[...]

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 . Users who w ill b e using E AS should read Chap ter 10. Users who want to learn more a b ou[...]

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 he last sect ion of th e c hapt e r summarizes t he bene[...]

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. T his for m ap pears on three scree ns, as follows[...]

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 _______________ 14 _______________ 15 _______________ 16 _______________ 17 _______________ 18 _______________ 19 _______________ 20 _______________ 2[...]

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. F or co m p let e d etails on this proce s s , c onsult D EFI NITY Co mmunicat ions Syste m G e n eric 3 V ersion 4 Imp l e men tation, 555-230-655 or DEFI N I TY C o m m u nicat ions Syste m Ge n e[...]

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. NO TE: Y ou n eed no t type every le t ter of each co mmand tha t you enter. If you type jus t the[...]

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. W hile it is n ot practical to present a l l such co mm ands and a p pr oaches along the way to co n[...]

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. Accordi[...]

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. In our vect or, ringback is provided. O t her t y p es of fe e d b a c k that can[...]

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. However, i f t he an nounceme nt in S tep 3 is played, and i f the age nt does no t ans wer th e call soon after the an no[...]

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. As a result of the established loop, th e cal ler is p rovi d e [...]

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. It i s a good p ra ctice to raise the priority level in subseq uent q ueuing s te ps i n order to acc o mm odate ca llers who have b [...]

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 ) . A ccord ingly , th e g oto ste p co m man d test s whether th e sp lit c o nt[...]

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. The f o llowing vect o r illu[...]

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.M. an d 5 :00 P .M.’’) The goto s tep command in Step 1 check s i f the call arrives du[...]

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 . As a result, Call Vect oring provides an a p p reciable cost saving[...]

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. Tabl e 2-1. B enefits of Call Vectoring Category Call Vec toring Benefits Figur e Call Treat ment Im p lem ent s p ecial t reatment based o n th e t ime o f d ay and the day o f the week (for e[...]

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. 4-13, 5-1, 5-2, 8-2, 11-2, 11-3, 11-4, 1 1-5 Connec[...]

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. S o me of the s e compone nts include t he following: ■ R esources av ailable t o proc es s a call [...]

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 . Note, however, th at a maximum of 1,000 vector steps can be ex e c u[...]

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. The adjunct uses thi s in form ation to d et e[...]

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. ■ Vector processing terminat es. Note that the s e ac ti ons always happ e n i mmediate ly , even if the c a ller is receiving call t reatment (for example[...]

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 . T his mode c an be u s ed when the ag ent is d o ing ACD c[...]

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.) ■ W ai t w ith sys tem music o r a l t ernat e au dio/music source ( Ca ller hears sy s te m music, or th e music o r audio[...]

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. W hen t he call i s d e livered to t he ag ent t er mina l, t he unique n[...]

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. ■ Allow V DN O verride . Op t ion tha t allows [...]

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. Only d i sp layed if VDN o f O r i gin Announc e m ent is op tione d . ■ 1st/2nd /3rd[...]

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. ’ ’ In such a c as e, the call comes i n to th e ‘ ‘ Ma in’ ’ vecto r (whose V D N name is ‘‘Main’’ ) an d is event uall y rout e d to the ‘?[...]

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" . Se rvice Observi ng VDNs The Service O bserving f e [...]

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. I f [...]

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. Final ly, a c all can be route d t o a numb e r p ro grammed in the vect[...]

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. ■ Goto S tep is a branch ing step that allow s condi t ional[...]

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 earli er in this chap ter) ■ Nu mber of cal ls queued a t a g iven priori ty to a sp lit ■ Amou nt of tim e that the o ld est call h as b een w aiti n[...]

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. Vector c o m ma nds can direct calls to various dest inat ions, su c h a s a d juncts and spli[...]

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. These f unct ions include the fol lowing: ■ Pr[...]

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 th e type of f eedb ack the caller recei ves if the caller is not imm e diately c onnecte d to an a gent, o r if the c all center is too b usy or not[...]

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. T [...]

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. S uch a[...]

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 d t o b y a converse-on split c om man d, an d while da t a is be ing passed to a V o ice Resp onse Un it (V R U) (see th e " V oice R esponse S [...]

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. An exceptio n to t his[...]

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. Here’s the exam p l e a g ain: Figure 4 -8. Disconn ecting a Call This exampl e presents an idea[...]

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. ■ Transaction proces s i ng app licat ion s. One of the advanta g es of V [...]

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. In such a case, the c onverse-on split c om ma nd in this step[...]

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 stina tion) ■ R outin g calls to a F e a ture A ccess Code that will a c t ivat e Service O bserving ■ Adjunct R outi n g The fo llowin g se ct i on[...]

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 . If there are 10 or fe wer ca lls in the m ain split , co ntrol is passed to St ep 2[...]

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. This is do ne wi t h the help of the messagin g split co m mand . Let’s take a look at [...]

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. If the c aller is su c cessfully connected to A UD I X, vector pr ocessing t erminate s , and a message m ay be le ft for th e s p ecifie d ma i lbox ( 2 000, in t[...]

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. (For example[...]

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. If the condi t ion is fal se, a b[...]

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. The observer cannot tog gl e b etwe en the [...]

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. Branching / Pro gramming Ba sic C al[...]

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 . W h en A dvanced Vecto r Ro uting is enabled, ad dit ional co n d i t ions can be tested: rolli [...]

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. Also, if the stop comman d in Step 5 i s execute d, S tep 6 i s [...]

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. Th is i n form at ion c o m es in the form of d i aled digits originating fr o m a n i nt ernal or external t ouch-t one te leph one, or from an internal rotary t elep ho[...]

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 F I NITY s y s t e m can accept t h e to u ch-tone di g its ent ered b y a C all Prom p t i n g user, the swit c h must b e equip p ed wi th a “col[...]

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 priate number o f T T R s based on two f ac tors, as fol lows: ■ Account team input t o th e DOSS /A T T O M S configurat i on ■ Ap pl icat ion rev[...]

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 . W hen th[...]

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. If the c al ler enters few er d i git s than the maxi mum num b er specif ied and d oes not c o m p l ete the entry with “ # ,” a Call Prom p t i n g timeout o c cu[...]

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. Once the di gi ts are collected via th e collec t digits comm a nd , the route-t o dig i ts co m[...]

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. As a result , you should av[...]

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. Se e D EF INI T Y Com municat i ons Sy ste m G eneric 3 Versio n 4 Imp l em[...]

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. Likewise, if the cal[...]

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. Usin g Dig its to Select Opti ons Call Prom p t i n g allow s you to provide a men u o f opt ions[...]

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 . The CA LLR-INFO b ut ton d i splays inf ormation in t he fol lowing format : where ■ x is a call ap pearance le t ter ( for ex a [...]

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. Passin g Di gits t o an Adj unct Call Promp tin g allows fo r the pas[...]

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. W hen c o m b i n e d w it h Ca ll Prom p t i n g , Service O bserving vectors can r out e call[...]

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. Figure 5-9 . Service Ob serv ing Vector with User-Ent ered FAC and E xtension Prepro grammed FA C and Exten sion The fo[...]

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. .. if d igit s, etc . ) until t hey are coll ected . In a[...]

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. O nce the c a l ler e nters a d i[...]

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. The maj or difference is the in f[...]

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. T hi s m eans th at followin g a fail ed route-to, converse or adjunct routi ng st ep , a subseq uent c ollect d i gits st[...]

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. Dial- ahead di g its are s tored i n a di[...]

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. ■ Expe cted W a i t T i me (expect ed -wait) ■ R olling Average Sp ee[...]

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. W hen p r edicted for a split , the wait tim e indicates th e a mo unt of tim e th[...]

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 is f ul l ■ There is no s p lit q ueue a n d all a gent s are busy ■ The split queue is locked EWT for a C all E W T for a call is t he re maining [...]

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. However, this a p proach shoul d b e used wi th caut ion. Circumstances such as a reduc[...]

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. If the value of this[...]

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. If the expecte d w a it t ime i s less than 10 minut es ste p one routes the c a l l to step 3 where i t is q [...]

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. If the c a l ls fails to g et a queue sl ot i n s pl i t 3, if split 3 ha s no working agents, or if the wait t i me in sp lit 3 at hi gh p r iority exceeds 1[...]

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. Exa mple 3 — Usi ng EWT t o Rout e to the Best S plit W i th E W T , you may wish t o c h ange your normal q ueui n g strat egy of q ueuing[...]

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 c al ls i n q ueue increa s es ■ Agents l ogout ■ Agents go on b reak ( A U X work m o de) ■ Agents are m oved to a not her split ■ Agents wit[...]

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. In this way, a v e ctor can route a call to t h e V DN or sp lit where it is like l[...]

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. It includes any t ime sp ent i n vector processing includin[...]

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. T he assu[...]

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.” Th e f ollowing s e ction d escribes which ca lls are in clude d i n t he V DN C all s c o unts and wh ich are no t[...]

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 . The followin g t [...]

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). It is not alw a ys i d enti cal to the B i lling Numbe r. For examp le , i f the call is pla ced by a us er fr om a Private B ranch Exchange ( PB X) , th e CPN can be e i t her th e P B X b il li[...]

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. S t eps 5[...]

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. Figure 7-3. Testin g for ANI In Vector Routing Tab l e In thi s exam ple, if no A NI is availa ble for th e call, it is rout ed to an o [...]

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. See " II-Dig it s Rout in g E xamp le&q[...]

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. T o ensure that t[...]

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. The VDN override is set to “yes” on t he called V DN. I n this way, th e V D N n a m e or VDN o f O ri g i n A nnoun ce m ent can b e used to convey to th[...]

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. 1. goto step 9 if ii-digits = n one 2. goto step 10 if ii-digits = 0[...]

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-Ah ead I nterf low allows these cent ers t o a chieve o ptimal call- handling cap a b ilit y a n d a ge n t produc t ivity by int elli gently r o ut ing calls a mon g c[...]

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. Funct ions and Example s W hen a Look-A head In t[...]

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. F or a two swit c h confi g uration, these ve ctors are incl uded in b o t h t h e s e nding s witch, which processes vector ou t f low, and t he receiving sw it[...]

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. Send ing Switch Outflow Vector If sp l it 3 has st affe d a g e nts, an d if there are 30 or f ewer calls qu eued to the sp lit , S t ep 3 queues th e call to the split’s queue at a m [...]

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 ts Once inf l ow checking i s complete , a ccep tance o f the L oo k-A head Int erflo w c all is ac co mplished by executing any of the v ector c o m[...]

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 ■ Queued for a nnouncemen t ■ R etrying announcement check - b ackup split ■ Call t erminat es t o a gent ■ Call q ueued to s p l i t collect d igit[...]

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. One recommendati on: use busy instea d of disco nnect to allow for co m p[...]

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 unavai lable check - b ackup split ■ Call ne ither t erminat es nor q u eue s NOTE: This occurs only if the c omm a n d fails d ue either to a full s p l[...]

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. T h e g ot o step command in S tep 1 ch ec k s th e n um ber o f queued c alls i n spl[...]

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 . T he o perati on of the sen ding s w i tch i n the ta ndem switch c onfig urat ion is the same as that in [...]

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 . T h ereaft er, Ste ps 3 throug h 5 provide a ty p ical q ueuin[...]

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. This inf ormation i s presente d i n the following t a ble: NO TE: V D Ns tha t map to vect ors that p lace Look-A head [...]

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 Interfl ow are com patible wi th and suppl e me n t the A T & T network services Alt ern ate Dest inat ion R e d i re c t ion ( AD R) rerou ting f[...]

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. I f th e vecto r at locat ion A reje [...]

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. The a d j unct m [...]

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 . A dju nct Routing Vector In th is v e ctor, 1111 is the extension num[...]

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. NO TE: For reason s that we discuss la ter i n this chapt er , you sho uld always in c lude a wait-ti me st e p, announcement or anot her adjunct rout ing step ( G3 V [...]

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 . Becaus e th e wa it-t ime [...]

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 . The f irst step of vector 60 contai ns an annou ncemen t comman d, which i s n ot skippe d, since t he treatm ent st e p is no t [...]

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. Moreover, the switch cancels the route request if vector processing encou n ter s a s tep cont aini n g one of the fol lowing co mman ds: ■ adjunct r[...]

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. Final ly, not e that t he a d j unct can also d ecide t o no t r o ute a c a l l b y rejecti ng (t hat is, n e g ati vely acknowledgi n g) the rout e r e q [...]

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). T h[...]

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 . T h e f irst ad j unct to route the call is the a c tive a d j unct (tha t is , it specif ie s w h ich V DN the c a l l sho uld [...]

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 . Calle r needs and agent sk i lls a re mat ched via Call V [...]

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. W ith E AS optioned and enabled, ACD calls ca[...]

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. L e t’s examine the[...]

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. NO [...]

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. Host Data base Lookup A host da tabase loo k up uses DNIS an d ANI (c alling part y’s num b er) to d et ermine what skill s are required or eve[...]

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 . W[...]

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. Forced Mul ti ple Call Hand ling c an b e used to g ive p riorit y to an ACD call over an in-prog ress non-ACD ca ll, or to g ive priority to a call fro m on e skill over an in- progr e s s call fr[...]

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. All skills [...]

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 is used fo r the auto club: In this ta b le, note th at the first VD N skill P re ferenc e co rresp o n d s to a knowled g e area that could be co nsi[...]

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. W e w ill hold of f e[...]

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. Pag e 1 of t he Call Vector Fo[...]

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. T he fol lowin g t a b le illu strates the a ssig n[...]

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. The s ki lls as s[...]

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. Note al so that eac h of the q ueue-to m ain skill commands i n V ector 2 queue s the call a t a hig h priority, whereas only one of t he [...]

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. S t e p 1 provides ring back if the ca ller has to queue fo r th e annou [...]

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 chapter: Bes ides a new skill nu mb ering scheme , our mo d ifie d s kill ta ble has four levels inst ead of the t hree levels provide d i n Ta bl e 10-4[...]

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. Modified Vector to Accommo date a Super Agen t Pool Let’s assume an En glish-speakin g caller nee ds informa ti on on ‘‘R o ute Planni ng[...]

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. NO TE: I f t he call has already queued to a ll three VDN skill hunt group p references, it will not q ueue to t[...]

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 scenario, the foll owing table indicates and expl ains the o rd er in which Jill would handle the five ca lls: If no c a lls are wait in g w hen a n a ge[...]

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. Examp l e of UCD/EAD Call Scenario Time Event Skills 9: 00 Jill logs in 22 P , 13P , 4 7S 9: 01 Jill available 22 P , 13P , 47S 9:02 Ja c k l og s in 22P , 47P 9:03 J a c k av[...]

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. Jill is the most i dle a gent for s kill[...]

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. A gent Login ID [...]

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 ) b u tton ■ Upon he ar ing t he d ial t one, enterin g the 1- to 5-digit Login ID NO TE: I f s omeon e i s alr e ady logged i n a t th a t te rm i[...]

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. ’’ The c aller’s CO R is for the followi n g : — V o ic e t erm inal e xtension (fo r [...]

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 . I f a num b er of users are sharing o ne voice term inal (due to job sharing or shif [...]

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). A lso, if t he Aft er Call W ork ( AC[...]

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 . The onl y change i s th at the la[...]

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. This op erati on is possible if th e C lass of R estric tion (COR ) of bo th th e a gent parking the call and the te[...]

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. Calls to th e p hysical ext ension sh ow the physical extension’s nu m be r and name on the[...]

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. The custo mer must design v e ctors intended for p ro cess in g p r edict ive calls in such a ma nner tha t the vect ors[...]

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. S e e " Serv ic e O bs er ving " on page 4-16 a n d " Creat ing S ervice Observing Ve ctors[...]

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 including a Direct Agent op t ion, an a gent ’s p hysical exte nsion a n d a skill group ex t ensio n (compatibil i ty mode) , or by re q uesti n g[...]

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. This is not o nly hel p ful in environment s were ICM is pri mary, i t c an also be used to a dd an O CM app licat ion to l[...]

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 . Each a g ent must ent er his or her Ag e [...]

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. Table 10- 15. E AS Lo ginID Table Feat ure Administered Lo ginID? Abbrevi ated Di aling Button s 7 103A Y e s E nhanc e d Y es Group Y es P e[...]

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 No IA S At t Ac c ess Code No Coverage Gr ou ps Answer Group Memb er No Path Y es Measur ed Prin cipal s Coverage M easuremen t No Feature-Rel ated P[...]

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 No I ntercom Group Me mbe r No Intra-switc h CD R Y es Listed Di rector y Number Memb er No Night Destin at io n Y es Mali cious Call Tr ace MC T Memb[...]

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 . V ector Ex erc ises are provided at the en[...]

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. One num b e r is for ordi nary customers, while the other numb er is fo[...]

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. T he fi r s t tw o s teps o f t his vector de term ine if the c a ll arrives d uring nonbu s i nes[...]

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 . Ve ctor 21 provides a tr ea[...]

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. However, as lon g as the d [...]

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. Figure 11-3[...]

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 . Step 1 o f the vector co ntai ns the wait -time com mand, which is placed be fore t he co llect di gits co mma nd in S te p 2 to p rovide the c aller wi th fee d back i n the eve[...]

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 . Ac cordingly , th e call is r outed to V DN extension 1031, and vector processin[...]

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. In t he sending swit ch, t he cal l is queue d to sp li t 1 at [...]

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. I f the receiving switch d oes not accept t h e Look-Ahead Int erf low c a l l atte m p t , cont rol is [...]

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. T hereaf ter, the adjunct routi ng command in Step 2 i nstructs the switch to s end a R o ute requ est to the adju[...]

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. In th is exam p le , rollin g AS A [...]

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. T h e assump t ion is th a t the[...]

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. Exam p l e 6: Custo mer Service Vector In s tep 1, callers who would wait mo re than 1 0 mi nute s are rou te d to a “ call back [...]

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. O t herwise callers receiv e b us y signa l . Warranty Serv ice (with EA S) Exam p l e 7 de als with a maj or a ppliance company t hat of fers one y ear warranti[...]

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 - S kill Preferences English S panish Dish- was her Refrig Wa she r Dryer Dish- was her Refrig Wa she r Dryer VDN: 11 00 VDN: 11 01 VDN: 1102 VDN: 1103[...]

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. A c[...]

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). The a g e nt S ki lls are [...]

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. In such a case, the caller di als t he a p propriate nu mber. The c all th en ente rs th e[...]

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 . C al lers r esp o n d ing to t h ese ad s can di a l one of several num bers provided in th[...]

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. Let?[...]

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 . A lso, V DN 3111 is the only VD N a d mi niste red[...]

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. A lso, V D N 3333 is the only V D N a d ministe red to p oin t to Vec tor 3. T h erefo re,[...]

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. Exercise 1: Emergency and Rout ine Service W rite a vecto r tha t d oes the f o llowin g: ■ Delivers the foll owing message to handl [...]

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. T h e resulti ng “announcemen t -wait ” l oop [...]

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 . Thereaf te r, the g oto ste p comma nd i n St e p 5 uncondi t ionally sends co ntrol b ack to S tep 2, wh ere t he collect d igits com mand ul ti mat ely c ollect[...]

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. The g o to ste p command i n S tep 1 checks wh ethe r the call is b ei[...]

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 . Control is t hen passed t o Step 5, where the g oto ste p com ma nd c hecks whet her th e current t ime is any t ime b e t [...]

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. If so, cont rol is passed to S t ep 8, where the announcemen t c omm an d f irst inf orm s th[...]

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. Sp ecifically , the follow ing in forma tio n is pres ented: ■ Table t hat cont ains a b rief d escript ion of eac h c omm a n d ’s functi on a[...]

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. Table A-1. Command Description/Referenc e Table Command Function P[...]

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 . See Ap pendi x [...]

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 . got o s te p/vect or i f an i x x G3V 4 E n hanced; G 3 V4 ANI/ II-Digits R outing goto s tep /vector i f ii-digits x x G3V 4 E n hanced; G 3 V4 ANI/ II-Digits R outing mess a g i ng[...]

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 . Tabl e A-3. Vectoring Com mand s — Generic 3 Version [...]

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. 3. Ev en numbers only. Tabl e A-4. Vectoring Com mand s — Generic 3 Version 4 (continu ed) queu e-to main split _ _ ____ p r i __ (1-24 [ G 3vs/s]) ( l ow, m ed, (1-99 {G 3i]) h i[...]

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 < ______ (1 -24 [G3vs/s]) ( l ow, m ed, (2 -9 98 ) 1 (1 -99 {G3i]) h igh, t op) (1 -25 5 [G3r]) avai lable-age n ts > ______ (0 -149 [G3vs/s]) (0 -199 [G3i[...]

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 , (2 -998) 2 (1-99 {spec ific G3i ] ) h igh, t op) ( 1- 25 5 [specific G3r]) (1st, 2 n d, 3 rd [VDN]) avai l able-age nts > ____ _ _ (0 -149 [G3vs[...]

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 . Tabl e A-6. Vectoring Com mand s — Generic 3 Version 4 (continu ed) [...]

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]. 2. T h e V e ct oring ( ANI/II- Digit s Routing) a n d Vector[...]

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. 1. T h e “ goto vector” command i s id e ntical to the[...]

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]. 2. T h e V e ct oring ( ANI/II- Digit s Routing) a n d Vectori[...]

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]. 2. T he V e c to ring ( G3V4 Adva nced Routi n g ) and Vectori n g [...]

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 . For each c ommand presen ted, t he following i s p rovided: purpos e , sy n tax, valid entries, requ irements, an exam p le, descript io[...]

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. Syntax adj unct routin g link < ext ension> Valid E ntries V a li d A S A I-BR I link extension num b e r Req uirements Ba s ic Call Vec t oring an d A S[...]

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. If t he call orig inat es from a lo cal switch e x t ension, this extension is the num b er dia led (af ter d i g it translatio[...]

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). T hus, the skip ping of a treatm ent ste p acco[...]

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. Upon receiving a route request r e ject ion, the swit ch term inates the anno uncement or wait -time step th[...]

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. A covered c all that is rou te d by a[...]

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 . W hen such a ca ll is answered by an agen t, the cal l i s tracked a[...]

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. BCMS Int e ractions I f the com mand a d vances a call t o another [...]

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 . Syntax annou ncem ent < ex tension> Valid E ntries V a li d annou ncemen t ex t ension numb e r Req uirements Ba sic C all Vect oring or Call Pro mp ting sof tware must b e in[...]

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. The annou ncemen t comma nd s tep is skipp e d, and vector processing c ontinues at the next ve[...]

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. Opera tio n The c o m m a n d t a ke s e f f e c t on non-C O tru nk c al ls whether or n[...]

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. R2 CMS : Calls g iven forced busy are tracked i n [...]

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). Syntax check-back up sp l it < s p lit # > p r i < p riorit y level> if < condition> [< c om p arato r[...]

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 . The cond i t ions “rolling-asa” a n d “e x p e cted-wai t” are only availa ble [...]

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 . A cal l m ay be q ue ued to up to three s p lits (s kills) simul tan eously. A c all rem ains queued e it her until ve c tor proces s in g terminat es (via a successfu l disconnect, busy , [...]

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. No C O R checking i s[...]

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. Calls An s in B ackup. ’ ’ I f th e call aba nd ons aft er the c o m ma n d q u e ues the call t o a sp lit (skill) , A BNC AL L S/A BN TIME is trac[...]

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 . extension: none or valid announcement[...]

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. If f ewer d i g its than the m ax imu m specif i ed are en tered , an d if the cal ler does not com ple te t he en try wi th a p ound s i[...]

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. I f, during the d igit colle ct ion p hase, a ‘‘*’’ is e nc ount ered w ith in a stream o f d i aled or d ial-ah ead d i git s, al l digit s tha t are collecte d for the current c oll[...]

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 . — 1 0 s econd ti m eout o c curs, during which time the caller d o es not di a l any[...]

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 ). Syntax converse - on split < s pl i t # > pri < pr i ority level>[...]

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. The conve[...]

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. I n such a case, t he converse-on c ommand can o[...]

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. If the cal l is a n incoming I S DN-PR I c a l l wi t h A N I ( B N ) p r o vi d e d t o DEFI N IT Y , t h e calling party n umb er/b[...]

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. I f a cal l i s answered as a result of a converse-on ste p , answer supervision is se[...]

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. S ince with the c onverse-on ste p it is now possible fo r a c all to be ‘‘a nswered’’ in more tha n one s p lit ( skill), trunk totals ma y no lon [...]

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. ■ Class of R est rict ion (CO R) As is the case for th e queue- to m ai n s p li t[...]

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. ■ Queui ng Calls handled by th e c onverse-on s te p q ueue when they are d elivered t o busy h[...]

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 . ■ Touch-Tone Diali n g Any touch-t one d i a ling by the calling part y during the d i g i t pass ing phases of a session involving a c onverse-on ste p do e s not resul t in[...]

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. ■ V D N R eports For call track ing in C MS and BC M S VD N reports , a c onverse[...]

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. Syntax discon nect after announcement < exte nsion>[...]

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. The c o m m a n d i s c onsidered a c all accept a nce v ector c ommand wheneve r an annou ncement i s incl uded w it h in th e com m and[...]

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. Syntax goto step <step #> i f unco nditi onall y goto step <step #> i f digits < co mparator> < digit s >[...]

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 <st ep #> i f <condi t ion> to vd n <vdn> <com par a tor> <t hr es h old> Cond it ion = expected -w ai t: 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") . hour: 00 to 23 (mili tary format ) . 1.Co mp arator s = , > = , < = , &l[...]

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). The num ber of the Vector R o u tin g Table c o ntai ning the nu mbers to b e used to com pare agai nst ani, ii-digit s o r di git [...]

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. Otherwise, b ranchi ng takes p l ace accord ing to o ne of the co n d i t ions that fol low: ■ The average sp ee d of answer f or th e ind i cated sp li t ( skill) or VDN m e e t s the c [...]

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. Wh en a call experie nces Look A head i n t erflow, t he ANI v alue is sent along with the [...]

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. Syntax goto v ector < vector #> if un cond ition all y g[...]

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 > goto vector < vector # > i f < condi t ion> for skill < skill # > <c o m parator> < threshold > goto vector < vector #[...]

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) . 1.Co mp arator s > , > = , < , < = , < > ( no t equal s) are only avail[...]

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 . hour: 00 to 23 (mili tary format ) . minut e: 00 to 59 (m ilit ary form at). o p t ion: in, not-in (Vec toring (G3V 4 E nhance d) only) ta ble: 1 throu gh 5 (G3vs/s); 1 throu gh 10 (G3 i); 1 [...]

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 2n d pri t > 5 goto v ector 8 if rolling-as a in spl i t 14 > 25 Opera tio n I f th e command syntax includes un condi tional ly , t he comma n [...]

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 . M. and 8:00 A .M. on any day o[...]

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 ). Syntax messag i ng split < s pli t #> fo r extensi o n <exte nsion> messag i ng skill <skill # &[...]

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 essage S erve r Adjunct), and if the extensi on is either a va lid assigned ext ension or is a d ministe re d as none (p r e G 3 V4) , o r activ e o r [...]

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. The speci f i ed exte nsion a p p ear[...]

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 . W hen such a ca ll is answered by an agen t, the cal l i s tracked a s A C DCALLS / A NSTI ME , a n d i t i s r e p o r t e d a s ‘ ‘ A C D Ca l ls,’ ’ ‘‘Sp lit A[...]

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. Syntax queue-to main split < s pli t #> pri < p r i ority level > queu[...]

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. W hen an a g e[...]

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). CMS Interactions R3 CMS : Calls q ueued via a q ueue-to main split (skill) c om[...]

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. T h e average t ime th at calls spend i n a vecto r before bei[...]

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 ). Syntax route-to digi[...]

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. F or the rout e-to num b er ... if d i g it c o mma n d , the c all i s c on[...]

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. ■ I f th e current V DN is adm inist ered wi th ov err ide , the new V D [...]

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. ■ Vector processing terminat es. ■ Normal t ermina[...]

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 ording ( S MDR ) accoun t co de ■ V oice message re t rieval acces s code I f the co mmand is executed an d Direct O utward Dial i n g (DOD) is in ef[...]

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. The c o m m a n d is consid ered a call accept ance vector command wh e never one of the follow ing is true: ■ Com man d term ina t[...]

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. Routed to Tru nk Database I tem R e p ort Heading N otes OUTF LOW C A LLS / OUTF LOW [...]

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. Calls that route over an I S DN trunk are Look-Ah ead In terflow calls . W hen a c all attemp t s to ‘‘route to’’ an ISD N trunk (Look-A head Int erflow), the LO OKAT TE [...]

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 . Opera tio n After the sto p command is p r ocessed, any calls already q ueue d rem ain qu e ued, and any wait treat me [...]

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. T his is r e p orted as ‘ ‘Avg T i me i n Ve c tor. ’’ R3V4 C MS : V D IS CC A LLS d a t a b ase i te m in the V DN ta bl es p egs call th at pass all the wa[...]

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. Th[...]

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. Mul t i p le Audio/Music Sources for [...]

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. Otherwise, the c a l ler hears sil ence. When Te n ant Part it ioni n g is in use t he ten ant numb e r of th e ac tive VDN d e t er m ines the s[...]

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. Before you writ e or evaluate ve ctors, i t i s i mportan t[...]

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. ■ T [...]

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 is already queue d at the sp ecifie d p riority to the s peci[...]

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 ). Continue vec[...]

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 . ■ S pecif ied extension i s invalid. ■ Messaging split queue is f ull. ■ Messa[...]

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. ■ S plit is not vector- c on tr o lled. ■ Call is already queue d at the s peci[...]

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. This a p p endix d es c ribes thes e c onsiderat ions/ta s ks. S pecif i cally, the following t o p ics are discussed: ■ Call V e c t o ri n g feature requ irem ents ■[...]

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. Tabl e B- 1 . Basic Call V ectoring Requ irements Fe[...]

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. Th e oreti cally, t hen, 8 0 call e[...]

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. NO TE: G 3V4 or a later release i s re q uired for G[...]

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. Th e f ollo wing op tion s must b e enabled on th e Syste m- P arameters Custom er-Opti ons for m: Basic C all Vectoring and/ or C all Prompting o pti on(s ) ; “ Vect orin[...]

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. I n ad diti on, Loo k- Ahead Int erfl ow ca ll s c an c onnect IS DN- P R I swit ch-to-swit ch using p rivate, p u b l i c , or S D[...]

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. The t im e r is enabled by selectin g the t i mer f ield in the F eature -R el ate d S[...]

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. After the new ve c t o r is thoro ughly tes te d, t[...]

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. NO TE[...]

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 . ■ In terflow calls sh ould no t b e p ermi t te d to i n terf low back and forth between a r e mo te switch vector and a[...]

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 . ■ I t ma y b e prud e n t to take steps in case a route-to att endant comma[...]

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. Ge neric I SDN proces si ng a[...]

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. T h is feature is acti vated through switch admi nistra tion of the[...]

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).* Use r Scen ario [...]

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 . If the host is not avail a b le, the call will be disconnect[...]

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 ). This will elim in ate the need fo r th[...]

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. The fi r[...]

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. 1 ,000 st eps execute d. No defa ult treatm ent in the v e ctor. L ast vector step. Queui n g f[...]

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. Unexpec ted Comman d Operation s Comm and Step Custom er O bservation(s) Cause(s) adjunct[...]

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. Announcement rest ore in p rogress. L ink to TN750 d o wn. E xtra de la y b efo re hea ring anno[...]

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. Invali d sp lit. S p l it not ve ctor-cont roll ed . Alrea dy q ueued to three d ifferent s p li[...]

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. V e ctor stuck. Analog anno unceme nt d oes not answer. Dial-ahea d d i[...]

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. " Q p os" d i g i t s no t passed. Cal l no t queued to a nonconverse spli t . [...]

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. Queue f or AUDIX voice ports i s full . V ector stuck (with b usy ). R emote AUDIX li n k d own. [...]

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. wait -time Au dible fe edb ack longer than d elay interv[...]

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. V RU port d oesn’t answer, R ONA not used. Check split a dm in istr at ion. V RU [...]

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 . Check V RU s c ript . Fault y h ardware. Diag nosti [...]

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. For exa m p le, f a[...]

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 . V ali d ent ries for the Inte rval field i nclude (h )o ur , (d)ay , (w)eek , and (a)ll[...]

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 e, 12/5 ), where < number1> is th e vecto r n umber ass o ciated with th e vecto r event, and where <num ber2> is the ste p num ber assoc[...]

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. This i mplies t[...]

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 isconnect ste p , th e annou ncemen t was not avai lable for one of the foll owing reas ons: ■ Announcement was not recorded ■ Analog announcement was bus[...]

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. These a d di t iona l d i g its are no t stored. 40 M essagi ng s tep failed A m e[...]

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. 62 A d junct route c a ncell ed The adjunct routi ng ste p was cancel led b e c ause another " rout in g" step (s u ch as a q u e u e-to m ain split step) wa[...]

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. Music m ay not b e adm inistered corre c tly. 91 W ai t s tep ringback f a iled A wa it - ti me step w ith rin gback was accessed, but the ringback was n ot 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. 22 1 E W T not se[...]

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. As a result, the step is skipped. 54 1 N ot a m ess a g i n g s pl it The split admi nis tered fo r the me s s aging split com mand is not a messaging sp[...]

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 . The wait tim e in thi s case is as sume d to be infinit e a n d t h e c o m p a ri so n was b ased on[...]

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. T h is i n for mat i on s hould prov e helpfu l t o system a d mi nistra tors who a d m inist er netwo rks that u[...]

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. The check -b ackup split com[...]

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 . T he indicated spli t is checked only once, a nd i f th e specified condi t ion is met, an attem p t to terminate or q u e[...]

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. The goto v ector com mand al lows conditiona l or uncondit io nal move[...]

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. The st ring can c ontain specia l charact ers t hat ma y b[...]

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. A lthough th e announcemen t strat egy G 2 d if f ers f rom that i n G 3, each strat e gy assures that , the oreti cally, the ent ire announ c e m e[...]

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. T h e co mm and also speci fies one of the followin g treat m ents whil e the call advances in the queue(s ): ■ S i lence ■ R ingin g ■ Musi c ■ I-silent (G3V 4 and la ter releases) ■ [...]

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. Tabl e E-7. General Call V ectoring Func tional D iffer[...]

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. VDN A ccess/Capacity COR c hecking i [...]

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. T he fol lowing sect ions illustrat e ho w s p lit flow in terpr[...]

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 vers ions o f the swit c h are interp rete d vis-a-vis R 3 CM S : W hen a call is not answered [ d ue to a(n) out flow, aba ndon, busy, or disconnect], [...]

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 . 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 w[...]

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. ■ G2.2 a d m inist ers agents to a de f ault skill and t he agents [...]

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 . I n m o st cases, the manag e m ent system is either the Call M [...]

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. F or our p urpos es , th ere are thr e e classes of c all f lows: sp lit flows, VDN flows, [...]

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 most cases the V DN p ercentage [...]

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 ret speci f ic V DN flows for the G1/ G3 versions of the DE F INI TY swit c h : NO TE: ( R 3 CMS onl y): If a c all th at covers to a V D N is o rigin[...]

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 . R3 CMS a nd B CMS Sta n dar ds R 3 CMS a n d BCM S are grouped t oget her becaus e bo t h o f t hese s[...]

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 B CM S inte rp ret s p l it flows f or the G1 /G3 version s of the DEFI N I TY switch: W hen a call is not answered [ d ue to a(n) out flow, aba ndon[...]

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. I n effe c t , th en, R 2 CM S t racks an out f low in the same [...]

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 split 2 a s we ll a s i n split 3 beca use the call i s answered by the primary split (split 1) and is t hus d e q ueued fr om splits 2 and 3 wi thout b [...]

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). A lt hough the c a ll is ob viously remo ve d from s p lit 1 afte r it is answered in s[...]

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 . T he scena rio is as fo l lows: 1. Call c o m es int o a V D N whose ve[...]

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. 4. Call is answered in spl it 5. Here’s the tracking table for t his scenario: Comm[...]

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 : Out flow i s tracked i n split 1 becaus e t his sp lit is the original primary spli t, the c all i s d e q u eued f rom t his sp li t via a route-t[...]

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. How many of ‘‘my’ ’ ACD calls d id ‘‘ m y’’ split not a ns wer ? [...]

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. If mu lt ip le - s p li t q ue uing is involved, the OUTF LO WC A L LS track contain s b ot h ‘‘my’?[...]

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. Vec t or Flow In pertains to c alls t hat flow i[...]

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). The same tracking and database i tems used w i thin a tra di t iona l Call Vect oring environment are used wit hin an 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. To manage th e skill’s q u e u[...]

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. " G 3V 2 EA S Ad ministrat ion from CM S " R 3 V2 CM S c a n b e use d to a d [...]

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 STE P 2 Invali d Dest inat ion 3 Go es to n ext step, else stop G oes to next s t ep , else sto p VD N Ex t ension - Vector A ssigned - Vector Has No S [...]

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 - A Memb er A c tive o n T E G - No Idle Ap p on Any Member R i ng s idle a p p earance Go es to n ext step, else stop 1 Go es to n ext step, else stop [...]

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 to n ext step, else stop 1 Call de livered a n d is allowed to cover Queues if p os sibl e , else Busy tone given CAS Attendant W ith Ca ller on Branc [...]

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 . In the case where the route- to c omm a n d fails a n d p rocessing stop[...]

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. Converse call p l acemen t 2. Data[...]

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. Any audible f eedb ack supp lied by vector processing re mai ns un til t he V R U a nsw[...]

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. A lso, a ny attemp t t o make a hunt gro up , s p lit, or skill nonve ctor-con trolle d i s d e nied if the hunt g roup, split, o r sk ill is calle[...]

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 2.2 d i gits p er second . A ny audible feedb a ck supp lied by DEF I NITY [...]

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. ■ Ad m iniste[...]

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 . The ‘‘Converse second data d elay’’ is used to g ive the V RU [...]

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. T o ensure the robus t oper at i on o[...]

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. Th e d i g its are st ored in D E FINI T Y as Call Prom p t i n g d i[...]

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 . A V RU s c ript c an b e p r ogrammed to cont[...]

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. This i s true b e cause each executed c ollec t d i [...]

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. T h i s a p[...]

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. The corresponding call vector can t hen im p l em ent a num ber of security c hecks bef ore routi n g caller[...]

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. Again, mul t iple V DNs can be creat ed for i nd ividuals [...]

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 . T he f ollo wing l is t ident i f ies and d efin es the most c om mon of thes[...]

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. Determin e you r c a l [...]

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 . * Op t ions include Direct Departme nt Ca lling ( DDC) and U ni form[...]

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. T[...]

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. 2. If no ag ents are avai lable , pr[...]

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 Center Objectives?[...]

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 Y ou Have Agent Expertise? (Y es/No) List Individually Y ou Customer/ Caller Needs and Y our Agent Skill Sets in this Split Split T ertiary Backup Sec[...]

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 Needs Split Number (Hunt Gr oup) Call Distribution VDN[...]

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. 20. 15. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26.[...]

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. Determin e you r c a l l c e nte r’s o b ject ives. Think about how y o u want your call c ente r to handle calls and als o about what you want your call[...]

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. 4 . In CMS : D icti onary: Sp lits/ Skill[...]

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" . Then assign a V D N Sk ill P[...]

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. Be sure to d ete rmin e the VDNs an d V DN S kill Pref erences (primary and backup sk i lls) tha t you req [...]

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. 8. Determin e w[...]

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) . The fo llowin g list in dica tes the a ct ion s produced by a vector :[...]

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 Call Center Objectives?[...]

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 Have Agent Expertise? (Y es/No) List Individually Y ou Customer/ Caller Needs and Y our Agent Skill Sets in this Split Split T ertiary Backup Secondary [...]

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 Generic 3 Agent Name Class of Restriction Login ID Direct Agent? Login Coverage Point 1 Point 2 Point 3 Login Coverage Point 1 Point 2 Point 3[...]

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. 10. 5. 6. 11 . 12. 13. 14. 17. 18. 19. 20. 15. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26. EAS W orksheet #5 Agent Skills W orksheet Generic 3 Agent name Login ID First* Skill (P/S) Second S[...]

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 Restriction VDN Name Skill Pr eferences 1st Skill Number 2nd Skill Number 3rd Skill Number V ector[...]

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. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26. EAS W orksheet #7 V ector Design W orksheet[...]

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 . The p r i mary a ct ivities i nvolved i n t his conversion are: ■ S t e p 1: P re-EA S Cut o v er A d m in istrat[...]

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. NO TE: Even t hough E A S adm inistrati on change s are b e ing made, non-E AS ACD call h andling and agen t op erat [...]

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 . 7. [...]

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. ■ T o provide cov er age for calls to an E AS loginI D when t he agent is lo gg e d in b ut d oes not answer after a c ertai n nu mb er of ring cycl es, set the Don’t Answe[...]

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 e l d t o y for any C OR to b e assigned to a trunk or station user who may init iate a Direct A gen t call to an E A S agent, or to b e assig ned to [...]

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 xtension (set to the AUDIX or AAS p o r t extensio n admin ist ered in the non-E A S en vironment) ■ Skill s - Prim ary/S econd ary (where a singl 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 e set to the correct AUD IX n ame to provide p roper AUDIX coverage of call s ma de to E AS a gent s , or to leave L W C m essages fo r E AS a g e nts[...]

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. Bl ocking o f ne w incoming ca lls can be accompl ished b y: ■ Busying out the a p propria[...]

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. I t is re co mmen d e d that a b ackup o f the [...]

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. W hen V 4 has been i ns ta l led o n your swit ch as a b ug fix (that is, a main tena nc[...]

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. S e e t hese c o m ma nds in Ap p endix A. ■ The use of enhan ce[...]

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 . Two basic prin cipl e s t o fo l low are: 1. Mi nim ize the am ount of call pr ocessing — Mi nim ize the num b e r of v e c tor steps to process a call — [...]

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. Th e same principles can be ex trapolated from the looping exam[...]

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. For o p t im um perf orma nce, add a s e cond a n n ouncemen t afte r the initial an nouncement and [...]

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. Assump tio n i s th at the f ir st announcement is 3 seconds long an d th e second an n ouncem ent is 4 seconds l on[...]

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. Fig ure M-5. Exam ple Vector with Improved Performanc e T he exam p le in Figure M-6 increases perf orma nce even more by increa sing th e d elay b e t ween lo oka head in[...]

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 . NO TE: W i th the in troductio n of th e ‘ Expected T ime W ai t T i me ?[...]

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. Figure M-9 . A noth er Examp le Vector with Improv ed Performa n ce Table M -2 c o m pares the r[...]

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. W h en the c a l l is [...]

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. The scenario is a sen ding s w i tch i n Los A ngeles , wi th o ffice hours f rom 8:00 AM to 5 :00 PM (8:0 0-17:0 0) P S T a n d the receiving [...]

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 . Figure M-14. Another E[...]

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. Tab l e M - 4 and Ta ble M- 5 show the relative p ro cessing costs o f specific vector commands for Gen eric 3 V ersion 4i/v/vs and Gene r[...]

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 adjunct routing medium c heck - b acku p medium c ollect d i gits medium c onverse medium g oto vector ( t a b le comparison) medium messaging medium q ueu[...]

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. Calls " Tabl e N-1. Ma x imum System Param eters for Call Vectorin g/E AS for G 3V2 [...]

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. Cal l s" 2. Measured l im its de pen d on the CMS r el eas e used. Ta[...]

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. Cal l s" 2. Measured l im its de pen d on the CMS r el eas e used. Tabl e N-3. Ma [...]

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. The c a [...]

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 . The ?[...]

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. Interval ASA is use d for BCMS and CMS reporting where the ASA i s c alc ul a ted on rep o [...]

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. External callers mus t use t[...]

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. When ever dat a i s to be r e t urned from CONVERSANT u pon [...]

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. This t ime is indicated in the CMS Split Summary report. dial-a h ead digits The touch tone digits that are enter e d by the ca l ler or retur ned by a VRU, b ut not y et c[...]

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. E[...]

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. For R2 CMS, when multiple-split queuing is i[...]

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. logical agent - logical agent ID This ca p[...]

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 . Mess age Serv er Adjunc t A mes [...]

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 (via a route-to VDN c omm an d , fo r example), and the call i s then q u e ued to ano the r split; or, if the call leaves vec tor pr ocessing (via a r[...]

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. staffe d For ACD splits, staf fed co nnotes a n agent b ein g logged in . T h er e f or[...]

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. T h e vectors in the re c eivin g switch deter mine whether t o a ccept o[...]

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. VDN of record See acti v e VDN . VDN override A VDN Overr ide is a n op t ion that allows informat ion abou t a subse quently-routed-to VDN ( if a ny) to be use d inste[...]

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 * with digits , A-3 3 A a b br ev ia ted dialin g special c ha ra cte rs route-to , A- 68 , A- 70 ACD agent log in ID for m , 10-22 a c tive VDN , 3-10 a d[...]

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 e , A-16 ASAI m e ssage contents of , 9-2 as signing call ans w ering ta sks to sp lits , 3- 6 asterisk ( * ) *, use of , A-31 au tomatic n umber iden[...]

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 the ag en t’s se t , 5-10 using dig its to collect branc h in g information , 5-7 using digi ts to se le c t option s , 5- 1 0 hardware and sof t w[...]

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-on command , 3-13 , A- 35 function , A-3 6 neutral vec tor command , 8-8 s u c cess/failure cr iter ia , A-84 sy ntax , A-3 5 t ro ub les hooting , D[...]

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 distributed call centers applic ation , 11-9 DIVA a nd d at a/message colle c tion application , 11 - 6 emergency an d routi ne servic e a pp l ication , [...]

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-76 with wait -time , A-80 features of call vec tori ng , 1-5 adjunct rou ting command , 1-6 adv anced vec tor routing , 1-5 ANI/ii -digits , 1-5 ba s i[...]

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- 5 , M-6 , M- 7 , M-8 , M- 9 , M- 10 me s saging , 3-14 , A-60 ASAI contents of , 9-2 exa mple , 4-14 leaving a me ssage , 2- 1 4 mes saging command ex[...]

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 , 2-17 number of needed a gents , 3-6 staff ing re qu irements , 2-17 t ransferred calls , 2-17 , 3-3 removing incorr ect digits s trings , 5-4 reporti[...]

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 , 3- 4 cond i tional branc hi n g , 3- 11 defini tion of , 3-4 for non-ACD h unt groups , 3-4 goto command , 3-4 number of , 3-14 s tarting a script , [...]

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 delay before AUDIX answers , D-8 delay before hea ring ann ouncemen t , D- 6 dial-ah ead digit s not recogn iz e d , D-6 dial-ah ead dis carded , D-16 d[...]

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 vector , A-55 for messa g ing , A-6 0 fo r queue -t o , A-64 for r oute-to , A- 68 for wait -time , A- 7 8 VDN , 3-7 active , 3-9 calls , 6-12 calls co[...]

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 , 5-6 uncon d i tional b r a n ching , 4- 18 using digits to collec t branching inf ormati on , 5-7 to select o p tions , 5-1 0 VDN c all s rou t i n g , [...]

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 , 5-6 v ector rou ting tab le , 5-7 , 5-8 , 7-4 v ector step chaining , 3-2 cond i tional branc h in g , 3-1 1 deleting , 2-5 enterin g , 2-4 exa mple ad[...]