ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Vector Exercises
Issue  4   September 1995
11-23
Figure 11-14. Example 7C: Call-Back Provisions
After the number is dialed, the call is directed to VDN 3333, which points to 
Vector 3.  Note there are no Skill Preferences assigned to VDN 3333. Also, VDN 
3333 is the only VDN administered to point to Vector 3.  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 his or her 5-digit reservation number and...

Call Vectoring Applications
11-24Issue  4   September 1995
NOTE:
Exercise 1 in this section presents two solutions, one of which involves Call 
Promp ting, which is discussed in Chapter 5.
Exercise 1:  Emergency and Routine Service
Write a vector that does the following:
nDelivers the following message to handle emerg ency calls:  We are aware 
of the power outage in the northeastern part of the city.  Crews have been 
dispatched. If you are calling for other reasons, please hold to see if an 
operator...

Vector Exercises
Issue  4   September 1995
11-25
caller to hold is provided by Step 7. After another wait with music  period (if 
necessary) provided by Step 8, the 
g oto step command in Step 9 b ranches back 
to the aforementioned “ p lease hold” announcement in Step 7. The resulting 
“announcement-wait”  loop (Steps 7 through 9) is then repeated until either an 
agent answers the call or the caller hangs up.
Suggested Solution 2:
Figure 11-16. Emergency and Routine Service (Call Vectoring and 
Call...

Call Vectoring Applications
11-26Issue  4   September 1995
announcement c ommand first informs the caller of the input error and then invites 
the caller to try again.  Thereafter, the 
g oto step command in  Step 5 
unconditionally sends control back to Step 2, where the 
collect digits command 
ultimately collects the digit entered by the caller.  The digit-input loop (Steps 2 
through 5) continues for as long as the caller enters an incorrect digit.
On the other hand, let’s assume that the caller...

Vector Exercises
Issue  4   September 1995
11-27
Suggested Solution:
Figure 11-17. Late Caller Treatment
This vector provides sp ecific treatment for calls coming into the switch after 
working hours, during the weekend, or as the working day comes to a close.
The 
g oto step command in Step 1 checks whether the call is b eing p laced during 
nonworking hours during the week (that is, between 5:00 P.M. and 8:00 A.M. on 
any day of the week). If the call is being placed at this time, a branch is made to...

Call Vectoring Applications
11-28Issue  4   September 1995
if 20 or fewer calls are q ueued to split 1, control is passed to Step 4, where the 
queue-to main split command queues the call to split 1.
Control is then passed to Step 5, where the 
g oto ste p command checks whether 
the current time is any time between 4:45 P.M. and 5:00 P.M. inclusive (or, in 
other words, very close to [if not] closing time).  If the current time d oes not fall 
within this clock range, the 
wait-time command in Step 6...

Vector Exercises
Issue  4   September 1995
11-29
Suggested Solution:
Figure 11-18. Messaging Option
The 
goto step command in Step 1 of this vector checks whether the oldest call 
waiting in split 50 has been waiting for 75 seconds or more. If so, control is 
passed to Step 8, where the 
announcement c ommand first informs the c aller that 
all the agents are b usy and then invites the caller to either call back at the 
appropriate time or leave a recorded message for the agent. If the caller elects to...

Issue  4 Septemb er 1994A-1 
A
Call Vectoring Commands
Introduction
This a p pendix is intended to provide various information a bout the commands 
used within Call Vectoring. Specifically, the following information is presented:
nTable that contains a brief description of each command’s function and 
also the appendix page where the command can be referenced.
nTable that identifies the commands available in Basic Call Vectoring 
and/or Call Promp ting .
nJob aid tables that graphically illustrate how to...

Call Vectoring Commands
A-2Issue  4 Septemb er 1994 
Command Description/Reference
The following ta ble provides a brief description of the function of each of the Call 
Vectoring command. Also included is the page where the c ommand is described 
in full.
Table A-1. Command Description/Reference Table
Command Function Page
adjunct routingTo request a djunct to route call. p age A-15
announcementTo connect caller to delay recording. page A-22
busy   To connect caller to busy tone. p age A-24
check-backup...

Command/O ption Summary
Issue  4 September 1994
A-3
Command/Option Summary
The following table indicates which Call Vectoring commands c an b e used within 
Basic Call Vectoring and/or Call Promp ting. Other options or later releases may 
be required for certain commands or functions as noted. See Appendix L for 
more details about feature availability. Note, if EAS is enabled, “skill” replaces 
“split.” 
Table A-2. Command/Option Summary Table
Command Basic Prompting Other Options Required
adjunct...