ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Tutorial
2-6Issue  4 September 1995
phases until a final ‘‘complete’’ vector is constructed.  As each phase is 
presented, you are introduced to one or more new vector commands and/or 
approaches to vector processing. While it is not practical to present all such 
commands and ap proaches along the way to constructing a single ‘‘final’’ vector, 
those presented in this tutorial should allow you to get a good grasp of how to 
use Call Vectoring.
Phase 1:  Queuing a Call to the Main Split
If a call cannot...

Constructing a Vector: One Ap proach
Issue  4 September 1995
2-7
assigned one of four priority levels:  top, high, medium, or low.  Within a given 
split (the main split, in our vector), c alls are delivered to the a gent sequentially as 
they arrive to the split queue and according to the priority level assigned. 
Accordingly, calls assigned a 
top priority (if any) are delivered to an agent first, 
calls that are assigned a 
hig h priority are delivered second, etc.
Finally, note that the call is...

Tutorial
2-8Issue  4 September 1995
assigned any even numb er in the range of 0 through 998. In our vector, the time 
specified is 10 seconds.
In a ddition to the delay period, the 
wait-time command provides the caller with 
feed b ac k. In our vector, 
ringback is provided. Other types of feedb a ck that can 
be provided with the 
wait-time command are: silence; system music; or an 
alternate audio/music source. For more information see, Delays with Audible 
Feedback on page 4-5.
Theoretically, then,...

Constructing a Vector: One Ap proach
Issue  4 September 1995
2-9
Phase 3: Repeating Delay Announcement and
Feedback
The vector in the p revious section provides feedback to the caller after the call is 
queued.  However, if the announcement in Step 3 is played, and if the agent 
does not answer the call soon after the announcement is complete, the caller 
may end up holding the line for too long a time without receiving any further 
feed back or treatment.  The following vector provides one solution:...

Tutorial
2-10Issue  4 Septemb er 1995
is passed to the wait-time command in Step 4.  If the call is still not answered by 
the time this command completes, control is p assed to Step 5, where the 
unconditional branch is once again made to Step 3.  As a result of the 
established loop, the caller is provid e d with constant feedback.
Phase 4:  Queuing a Call to a Backup Split
Up to this point, we have dealt with a call queued to one split:  the main sp lit.  
However, Call Vectoring allows a call to b e...

Constructing a Vector: One Ap proach
Issue  4 September 1995
2-11
a medium p riority instead of a low priority, which is assigned if the call is queued 
by the 
queue-to main split command in Step 1.  It is a good practice to raise the 
priority level in subsequent queuing steps in order to accommodate callers who 
have been holding the line for a period of time. (We could have even assigned a 
high priority instead of just a medium priority in Step 5.)
The 
calls-queued condition is one of seven...

Tutorial
2-12Issue  4 Septemb er 1995
Figure 2-8. Checking Queue Capacity
A check of split 5 is implemented by the 
goto ste p command in Step 1.  In this 
example, 21 slots are assigned to sp lit 5 (that is, the queue length for split 5 is 
21). Accordingly, the g oto step command tests whether the split contains more 
than 20 calls via the condition 
if calls-q ueued in sp lit 5 > 20 pri l. If this test is 
successful, control is passed to the 
busy comma n d in Ste p 10.  The busy 
command gives the...

Constructing a Vector: One Ap proach
Issue  4 September 1995
2-13
Phase 6:  Checking for Non-Business Hours
If a caller calls during non-business hours, you can still provide the caller with 
some information for calling back during working hours by playing the 
appropriate record ed message.  The following vector illustrates one approach in 
this regard. This vector would be used for a company that was open seven days 
a week, from 8:00 A.M to 5:00 P.M., including Saturday and Sunday.
Figure 2-9....

Tutorial
2-14Issue  4 Septemb er 1995
Figure 2-10. Checking for Non-Business Hours (Screen 2 of 2)
NOTE:
Announcement 3222 could contain this message: ‘‘We’re sorry.  Our office 
is closed.  Please call back any day between 8:00 A.M. and 5:00 P.M.’’)
The 
goto step command in Step 1 checks if the call arrives during non-business 
hours.  Specifically, if the call arrives between 5:00 P.M. and 8:00 A.M. on any 
day of the week, the command passes control to Step 12.  The 
disconnect 
command in Step 12...

Benefits of Call Vectoring
Issue  4 September 1995
2-15
Benefits of Call Vectoring
Coupled with Automatic Call Distribution (ACD), Call Vectoring enables 
telephone calls to be processed at a faster rate within an intelligent, “real-time ” 
system.  As a result, Call Vectoring provides an appreciable cost saving to the 
user.
The following table summarizes the benefits that Call Vectoring provides. The last 
column in the table identifies the vector(s) [via the appropriate screen(s)] in the 
reference...