ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Issue  4 September 1995I-1 
I
Security Issues
Introduction
There are a num ber of security issues vis-a-vis Call Vectoring that should be 
noted.  For example, Call Vectoring and Call Prompting can be used to help 
prevent unauthorized users from gaining access to the switch via the Remote 
Access feature. This a ppendix explains how this is d one.
NOTE:
For more information on security issues, refer to the GBCS Products 
Security Handbook
, 555-025-600.
Remote Access
Abuse of remote access on the switch...

Security Issues
I-2Issue  4 September 1995 
Front-Ending Remote Access
Via this method, authorized external callers are given a VDN extension to call 
instead of the remote a c cess extension, which is kept private. The corresponding 
call vector can then imp lement a number of security checks before routing 
callers to the remote access extension. Routing can be done via a 
route-to 
number
 or route-to di gits step.
The following advantages are possible via this method.
nCall Vectoring can introduce a...

EA S
Issue  4 September 1995
I-3
capabilities described in the previous section can also b e used. Instead of 
routing to the remote access extension, the vector collects digits from the caller 
and then routes to the given destination if there is a match on the password.
Again, multiple VDNs can be created for individuals or groups with different 
security checks and different permissions and/or restrictions. Destination 
numbers provided by callers can be screened by the vectors and denied if the 
user...

Issue  4 September 1995J-1 
J
Setting Up a Call Center
Introduction
Call center managers need some key indicators to measure ACD performance at 
their site. Usually, in setting up a call center, several factors involving call 
management are considered. The following list identifies and defines the most 
common of these factors, and it provides a typical question that might be asked. 
In a ddition, an insurance comp any example will be used to discuss the different 
options in this chapter.
nVolume...

Setting Up a Call Center
J-2Issue  4 September 1995 
This chapter explains how to set up a call center for customers with Call 
Vectoring and/or Expert Agent Selection (EAS).
Call Vectoring/Non-EAS Option
To set up a call center that has Call Vectoring but not EAS, do the following:
1. Determine your call center’s o bjectives. Think about how you want your 
call center to handle calls and also about what you want your call c enter to 
achieve. See Non-EAS Worksheet #1: Call Center O bjectives Worksheet....

Call Vectoring/Non-EAS Op tion
Issue  4 September 1995
J-3
As an option, you can assign one VDN for a main number and use Call 
Promp ting to route the call to the proper split.
The following table illustrates the guidelines given up to this point.
* Options include Direct Department Calling (DDC) and Uniform Call 
Distribution (UCD).
Notice that this call center has only one split for all Spanish calls. 
However, resources permitting, you could create a New Policy split, a 
Service split, and a Claims...

Setting Up a Call Center
J-4Issue  4 September 1995 
On a G3 system, more than four splits can be assigned to an agent; 
however, the agent can log into a maximum of four splits. An agent 
assignment to splits can be changed in CMS: ACD Administration: Move 
Extensions Between Splits if the agent is log ged off.
The following table illustrates the assignment of agent extensions to splits:
8. On the switch or in CMS: ACD Administration: VDN Assignments, assign a 
vector to each VDN (see the following...

Call Vectoring/Non-EAS Op tion
Issue  4 September 1995
J-5
n2 = Service
n3 = Spanish
n4 = Claims
nNothing or 0 = Service 
2. Queue the call.
3. Provide an announcement to the caller.
10.Actions Produced by Vector #2: 
1. Queue the call to the correct service at a medium  priority.
2. If no agents are available, provide a message and then play music.
3. If the call is not answered within 10 seconds, provide a second 
message and  then play music.
4. If the call is not answered within 7 more seconds, queue...

Setting Up a Call Center
J-6Issue  4 September 1995 
Figure J-1. Non-EAS Worksheet #1: Call Center Objectives 
Worksheet
Non-EAS Worksheet #1
Call Center Objectives Worksheet
What Are My Call Center Objectives? 

Call Vectoring/Non-EAS Op tion
Issue  4 September 1995
J-7
Figure J-2. Non-EAS Worksheet #2: Current Split Operation 
Worksheet
Do You Want
to Separate
Skill Set with
EAS? (Yes/No) Do You
Have Agent
Expertise?
(Yes/No) List Individually You Customer/
Caller Needs and Your Agent Skill
Sets in this SplitSplit
Tertiary
BackupSecondary
BackupPrimary
Backup
1.
2.
3.
4.
5.
6.
Do You Want
to Separate
Skill Set with
EAS? (Yes/No) Do You
Have Agent
Expertise?
(Yes/No) List Individually You Customer/
Caller Needs...