ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Functions and Examples
Issue  4   September 1995
10-11
Call Vector Form
Completion of the Call Vector form is required for using vectors with EAS. The 
form contains three pages.  However, if your vector contains 11 or fewer 
instructions, you need populate only the first p age of the form.  Page 1 of the Call 
Vector Form appears as follows:
Figure 10-4. Call Vector Form (Page 1 of 3)
NOTE:
While skills can be optionally assigned to VDNs, the vector controls when 
and to what VDN skill the call queues....

Expert Agent Selection
10-12Issue  4   September 1995
hunt group that the agent is logged in to. If you wish to use a separate skill as a 
direct agent skill, you must ensure that this skill is the first skill administered for all 
agents who receive direct agent calls.
The following table illustrates the assignment of agent skills.
NOTE:
Refer to Table 10-4 for a description of the skills indicated in the following 
table.
Table 10-7 indicates the skills assigned to five specific agents. Remember, a...

Functions and Examples
Issue  4   September 1995
10-13
Delivering the Call to the Skill Queue
Now that we have defined and illustrated VDN skills and agent skills, we are 
ready to d iscuss (with the help of an example) how a call is delivered to a skill 
hunt group queue via vector processing.
The skills assigned to a VDN define the requirements in the vector for routing 
calls to an ACD agent with a particular set of skills. These skills b e come active for 
an ACD call whenever a 
q ueue-to main skill...

Expert Agent Selection
10-14Issue  4   September 1995
announcement provided in Vector 2 is in Spanish, whereas the announcement in 
Vector 3, which is executed in our example, is in English.
Note also that each of the 
q ueue-to main skill commands in Vector 2 queues the 
call at a 
hig h priority, whereas only one of the queue-to main skill commands in 
Vector 3 queues the call at this high a priority level. The strategy presented here 
is very valuable in cases where there is a limited number of...

Functions and Examples
Issue  4   September 1995
10-15
Once the caller dials ‘‘555-5555,’’ the call enters the switch and is directed to 
VDN 5555, which points to our Call Prompting vector.  At this point, vector 
processing begins. Ste p 1 provides ringback if the caller has to queue for the 
announcement in Step 2. The 
collect digits command in Step 2 first provides an 
announcement requesting the caller to dial ‘‘1,’’ ‘‘2,’’ ‘‘3,’’ or ‘‘4,’’  depending upon 
the caller need and the caller’s language...

Expert Agent Selection
10-16Issue  4   September 1995
To illustrate this, let’s first mo dify and expand on the Auto Club Skill Table (Table 
10-4) presented earlier in this chapter:
Besides a new skill numbering scheme, our mo dified skill table has four levels 
instead of the three levels provided in Table 10-4.  Except for the skill numbering 
scheme, the top two levels (Su pergroup-99 and Emergency Road Service-
Bilingual-88/Route Planning-Bilingual-77) remain unchanged.  However, note that 
the next...

Functions and Examples
Issue  4   September 1995
10-17
Now we are ready to  consider the following vector, which is a variation of one 
presented earlier in this chapter:
Figure 10-7. Modified Vector to Accommodate a Super Agent 
Pool
Let’s assume an  English-speaking caller needs information on ‘‘Route Planning’’ 
and would like to speak to an agent with a New Yorker accent. In such a case, 
the caller dials the appropriate number (555-1616, for example).  Accordingly, 
the c all enters the switch and...

Expert Agent Selection
10-18Issue  4   September 1995
agents > 0) to the super agent pool (Supergroup-99). If the call is queued, and if 
an agent in the super agent pool is available, this agent answers the call.
NOTE:
If the call has already  queued to all three VDN skill hunt group preferences, 
it will not queue to the specific skill hunt group.  This reflects the restriction 
that a call can only queue to a maximum of three sp lits or skills. The best 
approach is to test the splits/skills first to...

Functions and Examples
Issue  4   September 1995
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illustrated in the following table (which also provides the skill and priority level 
associated with each call):
Given this scenario, the following table indicates and explains the ord er in which 
Jill would handle the five calls:
If no c alls are waiting when an a gent becomes available, the agent is placed into 
the agent queue according to the call distribution method in effect. For UCD, the 
agent is placed at the bottom of the most-idle agent...

Expert Agent Selection
10-20Issue  4   September 1995
The following table illustrates a call scenario that is valid for either UCD or EAD:
Table 10-12. Example of UCD/EAD Call Scenario
Time Event Skills
9:00 Jill logs in 22P, 13P, 47S
9:01 Jill available 22P, 13P, 47S
9:02 Jack logs in 22P, 47P
9:03 Jack available 22P, 47P
9:04 Call A arrives 47
9:05 Call A drop s 47
9:06 Call B arrives 13
9:07 Call B drop s 13
9:08 Call C arrives 22