ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Expected Wait Time (EWT)
Issue  4 September 1995
6-5
To prevent inaccurate predictions when there is no historical information, 
administer the “Expected Call Handling Time” field on the Hunt Group 
form. The value in this field is then used in place of the missing historical 
data.If the value of this field does not accurately reflect the call handling 
times of the sp lit, EWT predictions may be inaccurate until some call 
history is generated. The algorithm normally requires about 30 queued 
calls to...

Advanced Vector Routing
6-6Issue  4 September 1995 
Figure 6-3. EWT Routing and Passing VRU Wait
Calls with more than 10 minutes to wait fail step 1 and are disconnected after an 
announcement asking them to call back later. If the expected wait time is less 
than 10 minutes ste p one routes the call to step 3 where it is q ueued to split 32 
and waits 20 seconds hearing ringback. After 20 seconds if the exp ected wait 
time for the call is less than 40 seconds, step 5 routes the call to an 
announcement...

Expected Wait Time (EWT)
Issue  4 September 1995
6-7
Figure 6-4. Notifying Callers of Wait-Time Without a VRU
In Ste p 1 the call is queued to split 3 at high priority. If the calls fails to get a 
queue slot in split 3, if split 3 has no working agents, or if the wait time in split 3 at 
high p riority exceeds 10 minutes, step 2 fails and the caller receives busy tone. If 
step 2 succeeds, the caller hears ringback and an announcement and is then 
sent to vector 202. Steps  1  through 4 of vector 202...

Advanced Vector Routing
6-8Issue  4 September 1995 
Notice also that vector 202 can be used for any application requiring that the 
caller be notified of their remaining time in queue.
Example 3 — Using EWT to Route to the 
Best Split
With EWT, you may wish to change your normal queuing strategy of q ueuing 
calls to multiple sp lits in order to insure the call is answered in the shortest 
possible time. This strategy uses a dditional system resources and can make it 
more difficult to read and analyze...

Expected Wait Time (EWT)
Issue  4 September 1995
6-9
Factors that Effect the Value of EWT
Factors that Cause EWT for a Split Priority Level
to Increase
Most common:
nNumber of calls in queue increases
nAgents logout
nAgents go on break (AUX work mo de)
nAgents are moved to another split
nAgents with multiple splits answer an increasing number of calls in other 
splits
Other possibilities:
nAverage talk time increases
nNumber of calls at higher priority increases
nNumber of DAC calls increases
nNumber of...

Advanced Vector Routing
6-10Issue  4 September 1995 
Rolling Average Speed of Answer 
(ASA) 
Rolling ASA Routing allows you to make routing decisions based on the current 
average time that it takes for a call to be answered in a split or VDN. In this way, 
a vector can route a call to the VDN or sp lit where it is likely to be answered most 
quickly. 
The Average Speed of Answer used for vector routing is called “rolling” ASA to 
differentiate it from the “interval” ASA that is recorded in BCMS and CMS...

Rolling Average Speed of Answer (ASA)
Issue  4 September 1995
6-11
Rolling ASA VDN Calculation
The rolling ASA for a VDN is the average time it takes for a call to be answered 
from the time it starts processing within the specified VDN  until  it  is  answered. It 
includes any time sp ent in vector processing including time sp ent in 
announcements administered as vector steps. If the call is answered by an 
agent, it includes the time the call is waiting in queue and the time it is ringing at 
the...

Advanced Vector Routing
6-12Issue  4 September 1995 
Figure 6-6. Rolling ASA Routing
Step 1 queues the call to the main sp lit. If the main split is currently answering 
calls within the target time of 30 seconds Step 2 bypasses all of the backup splits 
and goes directly to the announcement in Step 6. The assumption is that the call 
will be handled by split 10 within the time constraints. However, if the call is not 
answered by the time vector processing reaches Step 8, the backup sp lits are 
checked...

VDN Calls
Issue  4 September 1995
6-13
As with other  Advanced Vector Routing conditionals, the VDN for a goto step can 
be specified in three ways: a VDN numb er, the value “latest,” or the value 
“active.” 
The following section d escribes which calls are included in the VDN Calls counts 
and which are not.
Counted Calls
The VDN call count includes:
nIncoming trunk calls that route directly to the VDN.
nIn coming trunk night service calls where the VDN is the night service 
destination.
nCalls that c...

Issue  4 September 19957-1 
7
ANI and II-Digits Routing
Introduction
ANI and ii-d igits allow you to make vector routing decisions based on the caller 
identity and the type of the originating line.
Command Set
ANI and ii-d igits are both used for conditional branching with the goto step. The 
following table illustrates the commands used in ANI/II-Digits Routing .
ANI Routing
ANI routing allows you to make routing d e cisions based on incoming or internal 
caller identity. In this way, calls from a...