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ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

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    Page 1 555-230-520 Issue 4 September, 1995 DEFINITY Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide Graphics © Table of Contents
    Page 2 Contents Issue 4 Septemb er 1995iii Table of Contents i 1 About This Document 1-1 n Feature Availability 1-1 n What is Call Vectoring? 1-1 n What is Expert Agent Selection (EAS)? 1-4 n Call Vectoring Features 1-5 n Contents and Org anization of the Guide 1-6 n Intended Audience and Use of the Guide 1-6 n References 1-7 2 Tutorial 2-1 n Introduction 2-1 n Entering the Vector On-Line 2-1 Procedures for Basic Screen Administration 2-2 Enhanced Vector Editin g (G3V4 and later releases) 2-5 n...
    Page 3 Contents ivIssue 4 September 1995 3 Fundamentals of Call Vectoring 3-1 n Introduction 3-1 n Call Management 3-1 Call Flow 3-2 Caller Control 3-3 Call Queuing to Splits 3-3 Split Queue Priority Levels 3-4 Agent Work Mode 3-4 Calling Party Feedback 3-5 Dialed Number Identification Service (DNIS) 3-6 n Vector Processing 3-7 Vector Directory Number 3-7 VDN Override 3-9 VDN in a Coverage Path 3-10 Service Observing VDNs3-11 Vector Control Flow3-11 Termination vs. Stoppin g 3-12 Programming...
    Page 4 Contents Issue 4 September 1995v Disc onnect 4-7 Voice Response Scripts 4-8 Routing Calls 4-10 Queuing Calls to ACD Splits 4-11 Multiple Split Queuin g 4-11 Leaving Recorded Messages4-13 Option with the VDN as the Coverage Point 4-14 Sending Calls to a Vector-Programmed Number4-15 Interflow 4-15 Service Observing 4-16 Service Observing FAC Vector 4-17 Branching/Programming 4-18 Unconditional Branching4-18 Conditional Branching4-18 Stopping Vector Processing 4-19 n Vector Chaining 4-20...
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