ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Issue  4   Septemb er 199510-1  
10
Expert Agent Selection
Introduction
Expert Agent Selection (EAS) allows Call Center managers to provide the best 
possible telephone service to the caller by matching the needs of the caller with 
the skills or talents of the agents.  Caller needs and agent skills are matched via 
Call Vectoring. Skills can be thought of as needs or desires on the p art of the 
caller and also the abilities or talents of the agent.
Matching the call to an a gent with the a ppropriate...

Expert Agent Selection
10-2Issue  4   Septem ber 1995
Logical Agent implies that voice terminals are no longer preassigned to hunt 
groups; only when the agent logs in does the terminal b e come associated with 
all of the skill hunt groups assigned to the Agent Login ID.
With EAS optioned and enabled, ACD calls can also be directed to a particular 
agent, instead of to the skill hunt group, by using the Direct Ag ent Calling feature.  
The Direct Ag ent call is treated like an ACD call, b ut it waits in...

Identifying Caller Needs
Issue  4   September 1995
10-3
who speak Spanish or English.  The callers in this case either need to plan a 
vacation route or have car trouble and are calling for assistance.
Note in each case that the c a pability needed is such that it can accommodate 
the caller need.  Let’s examine the strategy behind matching these caller needs 
to c a pabilities as d eemed a p propriate by the Call Center manager:
nTourist Information/Knowledge of the Region 
Travelers may need...

Expert Agent Selection
10-4Issue  4   Septem ber 1995
DNIS/ISDN Called Party
Recall from Chapter 3 that a set of DNIS digits can be interpreted as a VDN. The 
following table presents four services and their corresponding telephone number 
(including DNIS digits) that mi ght be provided to the caller.  
NOTE:
DNIS d i gits must be extensions that are reflected in the dial plan.
Call Prompting/VRU Digits
The Call Prom pting/VRU d i gits are entered by the caller in response to any 
recorded question about...

Functions and Examples
Issue  4   September 1995
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In this example, the caller is requested to dial the appropriate number between 
‘‘1’’ and ‘‘4 (cuatro),’’ inclusive.
Host Database Lookup
A host database lookup uses DNIS and ANI (calling party’s number) to determine 
what skills are required or even the agent desired.  For examp le, the database 
may show that the c aller s peaks Spanish and has b een working with Ag ent 1367. 
To access host information, either ASAI or a VRU in conjunction with a...

Expert Agent Selection
10-6Issue  4   Septem ber 1995
Spanish callers as well as from callers who speak another language (probably 
English).
Skills for an a p plication can be illustrate d via a ta ble. The following table presents 
a very a b breviated example of such a skill d istribution for an auto club. We will 
refer b ac k to this table several times in this chapter.
In this ta ble, five skills are d efined.  Each skill indicates knowledge or an ability 
(on the part of the agent) or a need for...

Functions and Examples
Issue  4   September 1995
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calls either after putting a call on hold, or when active on another ACD call. 
Forced Multiple Call Handling c an b e used to g ive p riority to an ACD call over an 
in-progress non-ACD call, or to give priority to a call from one skill over an in-
progress call from a different skill. See “ Multi ple Call Handling” in the 
DEFINITY 
Communications System Generic 3 Feature Description, 
555-230-204 for more 
information.
To administer skills, the...

Expert Agent Selection
10-8Issue  4   Septem ber 1995
It is recommend e d that the 1st skill administered to a VDN b e the skill required or 
desired to service a call to that VDN. The 2nd and 3rd  skills  administered to a 
VDN should represent other skills that are allowed to handle calls to that VDN. All 
skills to a VDN are optionally administered.
The following table illustrates how skill preferences can be assigned to the five 
VDNs used for the auto club that we discussed earlier. For each VDN,...

Functions and Examples
Issue  4   September 1995
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Now, let’s take a look at the following table, which illustrates the skill preferences 
assigned for one specific VDN (3333) that is used for the auto club:
In this ta ble, note that the first VDN skill Preference corresp onds to a knowledge 
area that could be considered a ‘‘subset’’ of the knowledge area represented by 
the second (and, taking it a step further, the third) Preference. Similarly, the 
second VDN skill Preference corresponds to a...

Expert Agent Selection
10-10Issue  4   September 1995
enters the switch and is d irected to VDN 3333, which points to the a ppropriate 
vector. As illustrated earlier, VDN skill Preferences 33, 44, and 99 are 
administered as the 1st, 2nd, and 3rd skill preferences, respectively, for VDN 
3333.
We will hold off explaining the vector processing of our application until the 
Delivering the Call to the Skill Queue section.
Vector Directory Number (VDN) Form
The Vector Directory Numb er (VDN) form is used to...