ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Call Vectoring Commands
A-64Issue  4  September 1995 
The presence of the command in a vector enables the calls serviced by the 
vector to be vector-directed. When such a call is answered by an agent, the call 
is tracked as ACDCALLS/ANSTI ME ,  a n d  i t is rep ort e d  as ‘ ‘A C D Calls,’’ ‘‘Split 
ACD Calls,’’ and ‘‘Avg Speed Ans.’’
Finally, if the command directs a call to a split (skill), the BACKUPCALLS 
database item is incremented, and the call is reported as ‘‘Calls Ans in Backup’’ 
and ‘‘Calls...

queue-to main split (skill)
Issue  4  September 1995
A-65
Queue-to Main Command
queue-to main split (skill)
Purpose
Unconditionally q ueues a call to a split (skill) and assigns a queuing priority level 
to the call in case all a gents are busy.
Syntax
queue-to main split  pri < p riority level>
queue-to main skill  pri < priority level>
Valid Entries
split #:  1 through 99 (G3i), 1 through 255 (G3r), 1 through 24 (G3s, G3vs)
skill #:  
1 through 99 (specific: G3i), 1 through 255 (sp ecific: G3r), 1...

Call Vectoring Commands
A-66Issue  4  September 1995 
A call may be queued to up to three splits (skills) simultaneously.  A call remains 
queued either until vector processing terminates (via a 
disconnect, busy, or 
route-to c ommand, or via a dropped or abandoned call) or until the call reaches 
an agent.  When an a gent becomes available in any split (skill) to which the c all is 
queued, the following actions take place:
nCall b egins alerting the agent.
nCall is removed from any other queues....

queue-to main split (skill)
Issue  4  September 1995
A-67
The command is considered a neutral vector command when the call neither 
terminates nor queues.
No COR checking is carried out when a queue-to main step places a call to a 
split (skill).
CMS Interactions
R3 CMS:  Calls queued via a q ueue-to main split (skill)  command are tracked as 
CALLSOFFER RED  a n d  L OW C A LLS / MEDCALLS/HIGHCALLS/TOPCALLS.  
Split (skill) calls are reported in the standard reports according to the final 
disposition...

Call Vectoring Commands
A-68Issue  4  September 1995 
BCMS Interactions
The total numb er of calls to the VDN that are queued via the command and then 
answered by an agent within a s pecified time period is tracked as ‘‘NUM ANS’’ in 
the VDN Re port.  The average time that calls spend in a vector before being 
connected via the c ommand as an ACD call to an agent is tracked as ‘‘AVG TIME 
TO CONNECT’’ in the same report. 

route-to
Issue  4  September 1995
A-69
Route-to Command
route-to
Purpose
Routes calls either to a d estination that is specified by digits collected from the 
caller or an adjunct (
route-to d igits), or routes calls to the destination s pecified by 
the administered digit string (
route-to numb er).
Syntax
route-to digits with coverage 
route-to num ber < number> with cov  if unconditionally
route-to num ber < number> with cov  if digit  
Valid Entries
number:  1 to 16 d igits (includes the Ab breviated...

Call Vectoring Commands
A-70Issue  4  September 1995 
Operation
The route-to c ommand attempts to route a call to a set of d igits collected from the 
caller or from an adjunct, or to the destination s pecified b y the administered d igit 
string.
For the route-to numb er ... if d i git command, the call is conditionally routed to a 
specified destination according to a single digit entered by the caller. If the d igit 
collected in the last 
c ollect d igits command matches the specified c omparison in...

route-to
Issue  4  September 1995
A-71
idle appearance is available), vector processing continues at the next vector 
command.
If the numb er is a VDN extension, the following events occur:
nVector processing terminates within the current vector.
nIf the current VDN is administered with override, the new VDN overrides 
c urrent VDN  information.
nProcessing of the vector associated with the VDN extension b egins.
If the number is an AAR/ARS FAC plus digits, or if it is a remote UDP extension, 
standard...

Call Vectoring Commands
A-72Issue  4  September 1995 
Coverage
The optional coverage p arameter determines whether coverage should apply 
during routing.  If coverage applies, and if the d igits entered are valid, the 
following occurs:
nRingback is provided.
nVector processing terminates.
nNormal termination and  coverage are implemented.
NOTE:
For detailed information about the operation of the route-to command with 
or without coverage for the  different destinations see O peration Details for 
the...

route-to
Issue  4  September 1995
A-73
nFacility test call
nTAAS access code
nPriority access code
nLoudspeaker p a ging access c o de
nStation Message Detail Re cording (SMDR) account code
nVoice message retrieval access code
If the command is executed and Direct Outward Dialing (DOD) is in effect, the 
COR of the VDN is comp ared with the COR of the called facility to determine if 
the call is permitted.  If access is not permitted, the command fails and vector 
processing continues. In the case where...