ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Setting Up a Call Center
J-8Issue  4 September 1995 
Figure J-3. Non-EAS Worksheet #3: Customer Needs Worksheet
Non-EAS Worksheet #3
Customer Needs Worksheet
Customer/Call Center NeedsSplit Number
(Hunt Group)Call
DistributionVDN 

Call Vectoring/Non-EAS Op tion
Issue  4 September 1995
J-9
Figure J-4. Non-EAS Worksheet #4: Vector Design Worksheet
Assigned VDNsAssigned Trunk Groups
DescriptionNameVector #
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10.
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Setting Up a Call Center
J-10Issue  4 September 1995 
Call Vectoring/G3 EAS Option
To set up a call center that has both Call Vectoring and G3V2 EAS, d o 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 EAS Worksheet #1: Call Center Objectives Worksheet.
A comp any’s basic goals are to increase profits and market share and to 
decrease costs.  The purpose of setting up a...

Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-11
With EAS, most hunt groups tend to use EAD to allow callers to reach the 
most expert agent. However, UCD might be used if all agents assigned a 
skill are equally trained and if you want equal call distribution to the 
agents.
4. In CMS: Dictionary: Splits/Skills, assign names to the skills.
The following table illustrates the guidelines provided up to this point.
Customer/Call 
Center Needs Skill Name Skill Number UCD/ EAD COR
New polic y — West...

Setting Up a Call Center
J-12Issue  4 September 1995 
5. On the switch, administer the VDNs.  On the switch or in CMS: ACD 
Ad ministration, change the VDN Skill Preferences and assign up to three 
skills to each VDN. See EAS Worksheet #6: Skill Preferences Worksheet. 
Then assign a VDN Skill Preference (either 1st, 2nd, or 3rd) to each VDN 
to establish which skills are ‘‘primary,’’ ‘‘secondary,’’ or ‘‘tertiary.’’
6. On the switch or in CMS, assign a vector to each VDN.
The following tables illustrate a...

Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-13
The previous tables contain only a few examp les of the VDNs (and, 
accordingly, the VDN Skill Preferences assigned to the VDNs) that the call 
center could assign. Be sure to determine the VDNs and VDN Skill 
Preferences (primary and backup skills) that you require.  Also, be sure to 
determine if the VDNs can share a vector (as is illustrated by the second 
table) or if some VDNs require a separate vector (as illustrated by the first 
table)....

Setting Up a Call Center
J-14Issue  4 September 1995 
It is strongly recommended that an agent with Direct Agent status b e 
assigned a ‘‘Direct Ag ent skill’’ as the primary skill (see the following 
table). This way, Direct Agent calls will not be sharing queue slots with 
other skill calls.
8. Determine which agents you want to answer calls in each  skill hunt group. 
On the switch, assign each agent u p to four skills, and assign each skill a 
primary or secondary status.
The agent always answers...

Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-15
(for example, you may deem it necessary to train a d ditional a gents or to 
increase the amount of time elapsed from when a call queues to one skill 
hunt group and then to another skill hunt group).
The following list indicates the actions produced by a vector:
1. Queue the call to the 1st main skill hunt group (Sales).
2. If no agents are available, provide a message and then play music.
3. If the call is not answered within 10 seconds, provide...

Setting Up a Call Center
J-16Issue  4 September 1995 
Figure J-5. EAS Worksheet #1: Call Center Objectives 
Worksheet
EAS Worksheet #1
Call Center Objectives Worksheet
What Are My Call Center Objectives? 

Call Vectoring/G3 EAS Option
Issue  4 September 1995
J-17
Figure J-6. 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 and...