ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Contents
xiiIssue  4   September 1995 
 Requirements A-31
 Examp le A-31
 O peration A-31
 Answer Supervision Considerations A-34
 Feature Interactions A-34
 CMS Interactions A-34
 Converse-on Command A-35
 Purp ose A-35
 Syntax A-35
 Valid Entries A-35
 Requirements A-35
 Examp les A-35
 O peration A-36
 Answer Supervision Considerations A-39
 Feature Interactions A-39
 CMS Interactions A-45
 BCMS Interactions A-45
 Disconnect Command A-46
 Purp ose A-46
 Syntax A-46
 Valid Entries A-46
 Requirements...

Contents
Issue  4   September 1995xiii
 Valid Entries A-49
 Requirements A-51
 Examp les A-51
 O peration A-52
 Answer Supervision Considerations A-53
 Feature Interactions A-53
 CMS Interactions A-53
 Goto Vector Command A-54
 Purp ose A-54
 Syntax A-54
 Conditions = available-agent, staffed-agents: A-54
 Conditions =  calls-q ueued, oldest call-wait: A-54
 Condition  = rolling-asa: A-55
 Condition  = counted-calls: A-55
 Condition  = expected-wait: A-55
 Valid Entries A-55
 Examp les A-57
 O peration...

Contents
xivIssue  4   September 1995 
 Requirements A-64
 Examp le A-64
 O peration A-64
 Answer Supervision Considerations A-65
 Feature Interactions A-65
 CMS Interactions A-66
 BCMS Interactions A-67
 Route-to Command A-68
 Purp ose A-68
 Syntax A-68
 Valid Entries A-68
 Requirements A-68
 Examp le A-68
 Op eration A-69
 Coverage A-71
 Answer Supervision Considerations A-71
 Feature Interactions A-71
 CMS Interactions A-73
 BCMS Interactions A-75
 Sto p Command A-76
 Purp ose A-76
 Syntax A-76...

Contents
Issue  4   September 1995xv
 O peration A-79
 Answer Supervision Considerations A-79
 Feature Interactions A-80
 CMS Interactions A-80
A n Criteria for Success/Failure of Call
Vectoring Commands  A-81
B Call Vectoring Management B-1
n Introduction  B-1
n Implementation Re quirements for the
Call Vectoring Features B-1
n Enabling the Vector Disconnect Timer B-7
n Upgrading to a Call Vectoring Environment  B-7
n Changing and Testing the Vector B-7
C Considerations for the Call Vectoring Features...

Contents
xviIssue  4   September 1995 
D Troubleshooting Vectors D-1
n Introduction  D-1
n Unexpected Feature Operations D-1
n Unexpected Command Operations D-3
n Converse Command Deb u gging D-9
n Tracking Unexp ected Vector Events D-12
 Display Events FormD-12
 Display Events Report D-13
 Summary of Vector EventsD-14
E Functional Differences for G2 and G3 
Call Vectoring and EAS 
E-1
n Introduction  E-1
n Differences in Command Function  E-1
 Queue-to Main Split and Check-Backup Split E-2
 Goto Step...

Contents
Issue  4   Septemb er 1995xvii
 Answered and Abandons F-2
 Busies and Disc onnects F-3
 VDN Inflows and Outflows F-3
 R3 CMS and BCMS Standards F-4
 Vector Inflows and Outflows F-4
 R3 CMS Standards F-4
 Split Inflows, Outflows, and Dequeues F-5
 R3 CMS and BCMS Standards F-5
 R2 CMS Standards F-6
 Examples of Split Flow Tracking F-7
 Evaluating Split PerformanceF-12
n Using BCMS/CMS Reports to Evaluate
Call Vectoring Activity F-14
 CMS ReportsF-14
 BCMS Reports F-15
n Using CMS in an EAS...

Contents
xviiiIssue  4   September 1995 
n Script Completion  H-9
n DEFI NI TY Switch Data Collection H-10
I Security Issues I-1
n Introduction  I-1
n Remote Access  I-1
 Front-Ending Remote  Ac c ess I-2
 Replacing Remote Ac cess I-2
n EAS  I-3
n Vector Initiated Service Observing Security  I-3
J Setting Up a Call Center J-1
n Introduction  J-1
n Call Vectoring/Non-EAS Option  J-2
n Call Vectoring/G3 EAS Option J-10
K Converting a Call Center to EAS K-1
n Introduction  K-1
n  St e p   1 :  P r e - EA S...

Contents
Issue  4   September 1995xix
L V4 Feature Availability L-1
M Improving Performance M-1
n Introduction  M-1
n Looping Examples M-3
 Audible Feedb ac k M-3
 Lookahead Interflow M-4
 Check Backup M-6
n Other Examples M-8
 After Business Hours M-8
 Lookahead Interflows M-9
n Relative Processing Cost of Vector Commands  M-11
N Call Vectoring System Parameters N-1
n G3iV1.1 and G3V2 System Parameters N-1
n G3V3 System Parameters  N-2
n G3V4 System Parameters  N-3
GL Glossary GL-1
IN Index IN-1 

Issue  4   September 19951-1  
1
About This Document
Feature Availability
Call Vectoring is available with all Generic 3 releases. Many of the features 
discussed in this manual are only available with later releases of the DEFI NI TY 
switch. Some are optional features and must be purchased separately. See 
Appendix L for information about the availability of Call Vectoring features.
What is Call Vectoring?
NOTE:
Samp le vectors are provided throughout this manual. These vectors are 
designed to...

About This  Document
1-2Issue  4   September 1995
Call Vectoring works hand in hand with and, more imp ortantly, enhances 
traditional ACD call processing, which may be illustrated as follows:
1. Dialed Number Identification Service
2. Direct Inward  Dialing
Figure 1-1. Traditional ACD Call Processing
As Figure 1-1 illustrates, the traditional ACD  approach is rather limited in the way 
it handles queued calls (that is, all calls within a specific queue receive identical 
announcements, intraflow p...