ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Insurance Agency/Service Agenc y
Issue  4   September 1995
11-13
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 at that time. 
If...

Call Vectoring Applications
11-14Issue  4   September 1995
The following vector will notify customer service callers of their exp ected wait 
time unless they will not have long to wait
Figure 11-8. Example 6: Customer Service Vector
In step 1, callers who would wait more than 10 minutes are routed to a “call back 
later announcement.” Step 4 routes callers to a Conversant VRU to be given the 
expected wait time announcement while they hold their place in queue.
The following vectors can be used to...

Warranty Service (with EAS)
Issue  4   September 1995
11-15
In both vectors the first step routes calls to queue if the numb er of  contracted 
calls is not exceeded. Otherwise callers receive b usy signal.
Warranty Service (with EAS)
Examp le 7 deals with a major appliance company that offers one year warranties 
and extended warranties on its major appliances (dishwashers, refrigerators, 
washers, and dryers).  The warranties are printed in English and Spanish to 
accommodate customers who speak and...

Call Vectoring Applications
11-16Issue  4   September 1995
The VDN Skill Preferences are set up as follows:
Table 11-4. VDN Skill Table for the Warranty Service Call Center
VDN - Skill Preferences
English Spanish
Dish-
washerRefrig Washe
rDryer Dish-
washerRefrig Washe
rDryer
VDN:
1100VDN:
1101VDN:
1102VDN:
1103VDN:
1200VDN:
1201VDN:
1202VDN:
1203
1st:11 1st:12 1st:31 1st:32 1st:21 1st:22 1st:41 1st:42
2nd:10 2nd:10 2nd:30 2nd:30 2nd:20 2nd:20 2nd:40 2nd:40
3rd:20 3rd:20 3rd:40 3rd:40 3rd: 3rd: 3rd: 3rd: 

Warranty Service (with EAS)
Issue  4   September 1995
11-17
The agent Skills are set up as follows:
Once Skills are assigned to VDNs and to agents, calls are directed to the 
appropriate vector.
The goal of the warranty service call center is to answer 80 percent of the 
incoming calls within 20 seconds. Accordingly, if a call d irected to a vector is not 
answered b y the time the announcement finishes, a second group of agents is 
viewed, thus enlarging the a gent p ool. If the call is not answered...

Call Vectoring Applications
11-18Issue  4   September 1995
Figure 11-10. Example 6: Warranty Service Call Center (Part 1)
The second figure shows how the vector-processed call is directed to the 
ap propriate call queue.  The figure also shows how the call is d irected to the 
appropriate agent(s). The a gent Skills are indicated below each agent’s name. 
Dashed lines indicate b ackup or secondary Skills.
NOTE:
Only a small sample of a gents is shown in this figure.
VECTOR 2:
1. queue-to main skill 1st...

Warranty Service (with EAS)
Issue  4   September 1995
11-19
Figure 11-11. Example 6: Warranty Service Call Center (Part 2)
Let’s assume that a Spanish-speaking caller has a broken dryer and decides to 
c all the warranty service call center.  In such a case, the caller dials the 
appropriate number. The call then enters the network (switch) and is d irected to 
VDN 1203, which points to Vector 2.  As illustrated earlier, VDN Skill preferences 
42 (dryers) and 40 (laundry appliances) are administered as...

Call Vectoring Applications
11-20Issue  4   September 1995
Resort Reservation Service (with EAS)
Examp le 8 deals with a resort c ompany that p laces a variety of a ds in magazines 
for information on a particular resort or state. Callers resp onding to these ads can 
dial one of several numbers provided in the a d. A call center makes the 
reservations for the resort company.  To satisfy one request voiced by many 
callers to the service, an effort is made to have callers connected to an agent 
who has...

Resort Reservation Service (with EAS)
Issue  4   September 1995
11-21
Figure 11-12. Example 7A: Process Involving Specific Number 
Dialing
For this process, a single VDN for each state is assigned to Vector 2.  
Accordingly, our diagram shows the VDN and the associated VDN Skills for two 
states: Texas and New Mexico.
Let’s assume that a caller would like information on resorts in Texas and dials the 
appropriate number (for example, 615-3222).  In such a case, the call enters the 
switch and is directed...

Call Vectoring Applications
11-22Issue  4   September 1995
Figure 11-13. Example 7B: Process Involving General Number 
Dialing
After the number is dialed, the call is directed to VDN 3111, which points to 
Vector 1.  Note there are no Skill Preferences assigned to VDN 3111. Also, VDN 
3111 is the only VDN administered to p oint to Vector 1.  Therefore, this VDN is 
used for calls from all states.
The 
collect digits command in Step 2 of the previous vector first requests the 
caller to enter the...