ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Using BCMS/CMS Reports to Evaluate Call Vectoring 
A ctivity
Issue  4 September 1995
F-15
nVector Report summarizes vector activities.  Among other information, 
the report provides the numb er of Vector Flow Ins/Outs, calls forced busy, 
and calls forced disconnect.  
Vector Flow In pertains to calls that flow into 
a vector from another vector via a 
route-to or goto vector command.  
Vector Flow Out p ertains to c alls that successfully flow out of a vector via a 
route-to or g oto vector command....

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-16Issue  4 September 1995 
Using CMS in an EAS Environment
CMS R3V2 or a later release is required to support Expert Agent Selection (EAS).  
The same tracking and database items used within a traditional Call Vectoring 
environment are used within an EAS environment.  In a d dition, CMS split tables 
are used to track the equivalent skill hunt group information. However, for EAS, 
these tables are expanded to handle four skills per agent.  Finally,...

Using CMS in an EAS Environment
Issue  4 September 1995
F-17
The Queue/Ag ent Summary Real-Time Re port lists separately the Direct Ag ent 
calls waiting in a skill q ueue. Any waiting Direct Agent calls are queued to the 
first primary skill that the agent is  assigned and logged into. To manage the 
skill’s queue slots effectively, it is recommended that a skill be d e dicated for  
Direct Agent calls.
Since Direct Agent calls are not skill calls, the skill ta bles do not track Direct 
Agent calls;...

Interactions Between Call Vectoring/EAS and 
BCMS/CMS
F-18Issue  4 September 1995 
21 and 23.  This allows users who prefer to  sp ecify the actual skill number in the 
vector to take advantage of the tracking for VDN skill preferences.
  G3V2 EAS Ad ministration from CMS R3V2 CMS can be used to a dminister 
vectors as well as skills for agents and VDNs. The  ACD Ad ministration: Change 
A gent Skills CMS screen is used to request that the current set of skills assigned 
to an a gent b e sent from G3V2....

Issue 4 September 1995G-1 
G
Operation Details for the Route-to 
Command
Introduction
The route-to command can be programmed with or without coverage. The ta ble 
in this appendix summarizes the o peration of the 
route-to command for each of 
the destination types and conditions associated with the commands. 

O peration Details for the Route-to Command
G-2Issue 4 Septemb er 1995 
Table G-1. DEFINITY G3 Route-To Command Operation
INTERACTION
CONDITION cov = n cov = y
ANY STEP ANY STEP
2
Invalid Destination3Goes to next step, else stop Goes to next step, else 
sto p
VDN Extension
- Vector Assigned
- Vector Has No StepsGoes to new vector
Stop
1Goes to new vector
Sto p1
Station Extension Idle
(all a p pearances idle)
- CF-ALL Ac tive or
-CF-DA App liesForwards if possible, else 
next step, else sto p
1Forwards if...

Introduction
Issue 4 Septemb er 1995
G-3
Extension with Incomp atible 
COR Goes to next step, else stop. Goes to next step, else 
stop.
Terminating Extension 
Group
- All Members Idle
- A Memb er Ac tive on TEG
- No Idle Ap p on Any 
MemberRings idle appearance
Goes to next step, else stop
1
Goes to next step, else stop1
Call delivered and is 
allowed to cover
Coverage, else busy
Coverage, else busy
Hunt Group Extension
- Idle Agent
- No Idle Agent
- Call can’t queue
- Call can queueRings idle...

O peration Details for the Route-to Command
G-4Issue 4 Septemb er 1995 
Individual Attendant Access
- Atnd Idle
- Atnd BusyRings idle appearance
Queues if possible else
Goes to next step, else stop
1
Call delivered and is 
allowed to cover
Queues if possible, else
Busy tone given
CAS Attendant With Caller 
on Branc h
- RLT Available
- All RLTs BusyRings idle appearance
Queues if possible,
else next step, else sto p
1
Call delivered and is 
allowed to cover
Queues if possible,
else busy tone
Inter-PBX...

Introduction
Issue 4 Septemb er 1995
G-5
Notes:
1The interaction ‘‘Stop’’ means the following: vector processing is 
stopped, the call remains queued to a split, and the caller continues to 
hear fee d back initiated by a previous ste p.  In the case where the 
route-
to
 command fails and processing stops (due to a busy station or trunk 
group destination), retry can be im plemented in the vector.  Retrying is 
accomplished by including an unconditional 
goto step as the last step to 
allow for a loop...

Issue  4   September 1995H-1 
H
Detailed Call Flow for Converse—
VRI Calls
Introduction
This a p pendix discusses the detailed call flow for calls involving a converse-on 
vector step and Voice Response Inte gration (VRI). This call flow is segmented 
into the following phases:
1. Converse call placement
2. Data passing (optional)
3. VRU data collection (optional)
4. Script execution
5. Data return (optional)
6. Script completion
7. DEFI NI TY switch data collection (optional)
NOTE:
If, during any phase...