ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Customer Service Center
Issue  4   September 1995
11-3
Figure 11-1. Example 1:  Customer Service Center
First, let’s assume that a priority customer places a call. In such a case, if the 
correct number is dialed, vector 22 is accessed.  The first two steps of this vector 
determine if the c all arrives during nonbusiness hours.  If the call arrives between 
5:00 p.m. and 8:00 a.m. on any given day, Step  1 routes the call to Vector 29.  
Step 2 d oes the same if the c all arrives d uring the weekend...

Call Vectoring Applications
11-4Issue  4   Septem ber 1995
call is queued, Steps 9 through 11 imp lement an announcement-wait cycle that 
continues until an agent answers the call, or until the caller abandons the call.
A call placed by a nonpriority customer is processed by vector 21. Vector 21 
provides a treatment similar to that provided by vector 22. The three differences 
are that: the nonpriority customer’s call is not given the chance to be queued to 
more than one split; the priority customer’s...

DIVA and Data/Message Collection
Issue  4   September 1995
11-5
If the route-to digits command fails (because the caller fails to enter any  digits, or 
because the digits entered do not comprise a valid extension), the 
route-to 
number
 c ommand in Ste p 4 routes the c all to the attendant.  However, as long as 
the destination is a valid extension, the 
route-to digits command succeeds, 
coverage applies, and vector processing terminates. (Even if the destination is 
busy, vector processing terminates...

Call Vectoring Applications
11-6Issue  4   Septem ber 1995
nMessage Collection allows the c aller to leave a recorded message for the 
customer in lieu of waiting for the customer to answer his or her call.
The following four vectors illustrate how the mutual fund company handles 
telephone calls.
Figure 11-3. Example 3:  DIVA and Data/Message Collection
VDN (extension=1030  name=‘‘ABC Inv’’  vector=30  display override=‘‘y’’)
Vector 30
      1. wait-time 0 secs hearing ringback
      2. collect 1 digits...

DIVA and Data/Message Collection
Issue  4   September 1995
11-7
When the call is placed, vector processing begins in vector 30, which is the main 
vector.  Step 1 of the vector contains the 
wait-time command, which is placed 
before the 
collect digits command in Step 2 to p rovide the caller with feedback in 
the event a TTR is not immediately available. Once a TTR is connected, the 
collect digits command  provides an announcement requesting the c aller to enter 
1, 2, or 3, depending upon the service...

Call Vectoring Applications
11-8Issue  4   Septem ber 1995
Finally, suppose a third caller wants to o pen an account and that he or she enters 
1 when p rompted in the main vector.  In such a case, Ste p 3 of the main vector is 
successful.  Accordingly, the call is routed to VDN extension 1031, and vector 
processing continues in vector 31.
In Step 1 of vector 31, the call is queued to the main split. Thereafter, if 
necessary, Step 2 provides the appropriate announcement, and Step 3 provides 
a delay...

Distributed Call Centers
Issue  4   September 1995
11-9
Figure 11-4. Example 4:  Distributed Call Centers
In this example, vector 80 is on the sending switch from a call center in New 
York, while vector 81 is on the receiving switch at a call center in Denver.
In the sending switch, the call is queued to split 1 at a medium priority (Step 2) if 
the condition in Step 1 is met. If the condition is not met, the call is routed to b usy 
in Step 11.
If the call is queued but not immediately answered, an...

Call Vectoring Applications
11-10Issue  4   September 1995
Accordingly, the call is removed from the main split queue in New York, and 
control is passed to the Denver switch, where vector processing continues at 
Step 4.
If the receiving switch does not accept the Look-Ahead Interflow call attempt, 
control is passed to Ste p 6 of the sending vector. This ste p then queues the call 
to split 2 at a medium priority, p rovid e d that there are fewer than five calls 
queued in that split.  Thereafter, the...

Insurance Agency/Service Agenc y
Issue  4   September 1995
11-11
In Step 1 of this vector, the caller is instructed to enter 1, 2, or 3, depending upon 
the service (hardware, software, general) he or she desires.  Thereafter, the 
adjunct routing command in Step 2 instructs the switch to send a Route request 
to the adjunct processor, which is connected to extension 2400.  The Route 
request contains the c alled party numb er, the c alling party number, and the digit 
collected in Step 1, along with the...

Call Vectoring Applications
11-12Issue  4   September 1995
nThe insurance agency is also selling spare call center capacity to client 
accounts. The account contracts are provided on the basis that only so 
many calls to a particular account will be accepted at any given time.
In this example, rolling ASA Routing is used to maintain the rolling ASA objective 
of 30 seconds or less for field agent calls. ANI Routing is used to partition calls 
based on area code and route the call to the a ppropriate...