ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Call Promp ting
5-14Issue 4 September 1995
User-Entered FAC and Extension
The following vector connects a user directly to the Service Observing FAC  and 
extension based on digits collected by Call Prompting.
Figure 5-9. Service Observing Vector with User-Entered FAC 
and Extension
Preprogrammed FAC and Extension
The following vector connects a user to a preprogrammed FAC and extension 
using Call Prompting to allow the observer to select the extension they would like 
to o bserve. In this examp le, the...

Dial-Ahead Digits
Issue 4 September 1995
5-15
she desires. These digits are available for use only by subsequent collect digits 
commands. The digits are never used by other vector commands that operate on 
d i gits (for example, 
route-to digits, goto...if digits, etc.) until they are collected. In 
a d dition, these d i gits are not displayed as part of the CALLR-INFO button 
operation (see the next section) until they are collecte d by a 
collect digits 
command.
The vectors on the next several pages...

Call Promp ting
5-16Issue 4 September 1995
Figure 5-12. Dial-Ahead Digits 
Step 2 in the first vector gives the caller two options, each of which provides 
different information. The caller is prompted to enter either 1 or 2, depending on 
what information he or she wishes to hear. Once the caller enters a digit, the d igit 
is collected b y the 
collect d igits c ommand. Thereafter, an attempt is made b y the 
route-to number command to route the call to the appropriate vector (Step 3 or 
4). If the...

Dial-Ahead Digits
Issue 4 September 1995
5-17
vector or of terminating the phone call. If the caller selects the former option (b y 
entering 
9), the call is routed to the first vector, and the entire process is 
repeated. 
Note the third vector is similar in design to the second vector. The  major 
difference is the information provided and the requested d i git entries.
In our example, we have just seen that the caller has to go through at least two 
sets of o ptions to get the information he or she...

Call Promp ting
5-18Issue 4 September 1995
NOTE:
When the TTR is disconnected due to a route-to number, route-to 
digits, converse-on
 or an adjunct routing step, all dial-ahead digits 
will be discarded. This means that following a failed 
route-to, 
converse
 or adjunct routing step, a subsequent c ollect digits step 
always requires the user to enter digits.
The caller who enters dial-ahead digits no doubt knows which d i gits to enter 
ahead of time due to his or her familiarity with the service...

ASAI-Provid e d Dial-Ahead Digits
Issue 4 September 1995
5-19
ASAI-Provided Dial-Ahead Digits
The ASAI-provided digits feature allows an adjunct to include digits in a Route 
Sel e c t
 c a pability. These d i gits are treated as d ial-ahead digits for the call. Dial-
ahead digits are stored in a dial-ahead digit buffer and can be collected (one at 
a time or in groups) using the “collect digits” ve ctor command(s). Although the 
adjunct may send more than 24 digits in a Route Select, only the first 24...

Issue  4 September 19956-1 
6
Advanced Vector Routing
Introduction
Advanced Vector Routing  adds significantly to the conditional routing 
capabilities of Basic Call Vectoring. Specifically, it adds the following conditions 
for routing calls.
nExpected Wait Time (expected-wait)
nRolling Average Speed of Answer (rolling-asa)
nVDN Calls (counted-calls)
Command Set
The following table illustrates the commands used in Advanced Vector Routing.
Table 6-1. Advanced Vector Routing Command Set
Command 
Category...

Advanced Vector Routing
6-2Issue  4 September 1995 
Expected Wait Time (EWT)
EWT Routing allows you to make routing d ecisions based on the time that a caller 
can expect to wait in queue. This wait time can be predicted for a split or for a 
call. When predicted for a split, the wait time indicates the amount of time the 
caller can expect to wait if the call is queued to the specified split. When 
predicted for a call, the wait time indicates the time remaining that the caller can 
expect to wait in...

Expected Wait Time (EWT)
Issue  4 September 1995
6-3
EWT is infinite if:
nThere are no lo g ged-in agents
nAll logged-in agents are in AUX work mo de
nThe split queue is full
nThere is no split queue and all agents are busy
nThe split queue is locked
EWT for a Call
EWT for a call is the remaining time a caller can exp ect to wait before his or her 
call is serviced from queue. If the call is queued to multiple splits, the remaining 
queue time for each of the splits is calculated, and the shortest of...

Advanced Vector Routing
6-4Issue  4 September 1995 
The VRU can also announce exp ected wait time to a caller periodically 
throughout the time that a call is in queue. In this way, the caller can observe his 
or her p rogress up the queue. However, this a pproach should be used with 
caution. Circumstances such as a reduction in the number of agents or a sudden 
influx of higher priority calls could cause the caller’s expected wait time to 
increase from one announcement to the next.
If the call is not...