ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

What is Call Vectoring?
Issue  4   September 1995
1-3
Working together, these components direct incoming and ASAI event reports 
and requests to the desired answering destinations, and they specify how each 
call is to b e processed. Call Vectoring may be illustrated as follows:
1. Voice Response Unit
2. Dialed Number Identification Service
3. Vector Directory Numb er
Figure 1-2. Call Vectoring
As Figure 1-2 illustrates, an incoming call to the DEFINITY G3 switch with Call 
Vectoring enabled is first...

About This  Document
1-4Issue  4   September 1995
Here’s an example of a vector:
Figure 1-3. Vector Example
Each individual vector can contain up to 32 command steps or instructions. 
Multiple vectors can be c hained together to extend processing capabilities or to 
process calls to the same or different answering destinations. Any number of 
calls can use the same multiple vectors and process steps independently. 
Understanding and planning your Call Center before you begin writing vectors is...

Call Vectoring Features
Issue  4   September 1995
1-5
Call Vectoring Features
Call Vectoring provides the following features:
nBasic Call Vectoring allows you to “ program” the type of processing that 
is given to a telephone call. You program by arranging a set of vector 
commands in the desired sequence. Depending upon the command, you 
can do the following: 
— Place the call in q ueue until an agent is available to answer the call.
— Provide a record ed information or delay announcement to the...

About This  Document
1-6Issue  4   September 1995
To use Look-Ahead Interflow, Basic Call Vectoring  and Integrated 
Services Digital Network-Primary Rate Interface (ISDN-PRI) must b e 
enabled. Private Network Access (PNA) software may also b e required.
nAdjunct Routing p rovides you with a means of evaluating calls b efore the 
calls are processed. Sp ecifically, this feature allows a DEFI NIT Y PB X to  
request instructions from an associated adjunct, which is a processor that 
performs one or more...

References
Issue  4   September 1995
1-7
The level of your expertise in Call Vectoring and/or EAS should determine how 
you use the guide. Users who are unfamiliar with Call Vectoring should read the 
overview, then study the tutorial. Users who will be using EAS should read 
Chapter 10. Users who want to learn more a bout Call Vectoring should review 
Chapters 3 through 11 in order to get a good grasp of how the Call Vectoring 
features function. Finally, advanced users of Call Vectoring and/or EAS may...

Issue  4 September 19952-1  
2
Tutorial
Introduction
This chapter is intended to provide you with a ‘‘practical start’’ in using Call 
Vectoring.  To this end, the chapter presents the basics you need to write a 
representative vector and to enter it on-line. The last section of the chapter 
summarizes the benefits of Call Vectoring, and it identifies example vectors in the 
reference section of the guide that illustrate these benefits.
Entering the Vector On-Line
A vector can be entered on-line via the...

Tutorial
2-2Issue  4 September 1995
Procedures for Basic Screen Administration
Basic Screen Administration is a function of the DEFI NIT Y Com munications 
System.  A vector is entered on-line via Basic Screen Administration by 
completing the Call Vector Form. This form appears on three screens, as follows:
Figure 2-1. Call Vector Form
                                                   Page 1 of 3
                           CALL VECTOR
Number: 20         Name:________________
Basic?y EAS?n G3V4...

Entering the Vector On-Line
Issue  4 September 1995
2-3
Figure 2-2. Call Vector Form (Page 2 of 3)
Figure 2-3. Call Vector Form (Page 3 of 3)
                                                   Page 2 of 3
                           CALL VECTOR
12 _______________
13 _______________
14 _______________
15 _______________
16 _______________
17 _______________
18 _______________
19 _______________
20 _______________
21 _______________
22 _______________
                                                   Page...

Tutorial
2-4Issue  4 September 1995
The following list summarizes how you can enter a vector on-line via Basic 
Screen Administration. For complete details on this process, consult 
DEFI NITY  
Communications System Generic 3 Version 4 Implementation, 
555-230-655 or 
DEFI NI TY Com munications System Generic 3 V2/V3 Implementation,
 
555-230-653.
1. Access the Call Vector Form by executing the “ c hange vector x” 
command, where 
x is a numb er between 1 and 256 [G3i] , 1 and 48 [G3s 
PBP, G3vs PBP], or...

Constructing a Vector: One Ap proach
Issue  4 September 1995
2-5
4. Enter a maximum of 32 vector commands in the b lanks next to the step 
numbers. See  Appendix A for a complete d esc ription of all Call Vectoring 
commands.
NOTE:
You need not type every letter of each command that you enter. If 
you type just the first few letters of a command and press RETURN 
or TAB, the system spells out the entire command.
5. Save the vector in the system by pressing ENTER.
Enhanced Vector Editing (G3V4 and later...