ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Converting a Call Center to EAS
K-6Issue  4 September 1995 
nCoverage path (optional)
nAUDIX? (set to y for AUDIX ports)
nAAS? (set to y for AAS VRU ports)
nPort Extension (set to the AUDIX or AAS p ort extension 
administered in the non-EAS environment)
nSkills - Primary/Secondary (where a single skill is entered for the 
skill hunt group associated with the AUDIX or AAS station ports)
14. Using the Station Ad ministration form, administer any stations to be used 
by EAS agents and the desired work-mode...

Step 4: Pre-EAS Cutover Ad ministration for Messaging 
Server
Issue  4 Septemb er 1995
K-7
NOTE:
On the MIPS, the AUDIX Name for Messaging field on the Agent LoginID 
form must be set to the correct AUDIX name to provide  proper AUDIX 
coverage of calls made to EAS agents, or to leave  LWC messages for EAS 
agents if LWC reception to AUDIX is set up for the a gents’ loginIDs.
Refer to Step 1: Pre-EAS Cutover Ad ministration for the G3V2 (or later) Switc h 
for information on how to administer EAS...

Converting a Call Center to EAS
K-8Issue  4 September 1995 
It is recommended that incoming ACD call traffic be blocked to prevent the 
queuing of new ACD calls to existing splits during the cutover from the non-EAS 
to EAS environment. Blocking of new incoming calls can be accomplished by:
nBusying out the appropriate trunk groups
and/or 
nUsing the Vectoring form and setting the first vector step for actively used 
incoming call vectors to the ‘‘busy’’ ste p.
Once this is accomplished, perform these...

Step 6: EAS Cutover
Issue  4 Septemb er 1995
K-9
12. Issue the release link n  command at the a dministration terminal to release 
any adjunct AUDIX links (where the adjunct will cause the associated 
ports to be logged in).
At this p oint, the cutover to EAS is complete. It is recommend e d that a backup of 
the switch translations be performed as soon as possible after the cutover to 
preserve the EAS-related administration changes. Also, if agent stations are 
administered with multiple sets of...

Issue  4 September 1994L-1 
L
V4 Feature Availability
The following lists describe vectoring enhancements that are available with G3V4 
and later releases. For a detailed description of any item see the referenced 
section of this guide.
When V4 has been installed on your switch as a bugfix (that is, a maintenance 
load), but you have not purchased V4 software capabilities you receive:
nEnhanced vector editing capabilities. See  Enhanced Vector Editin g 
(G3V4 and  later releases) on p a ge 2-5.
nThe...

V4 Feature Availability
L-2Issue  4 September 1994 
Vectoring (G3V4 Enhanced) provides the following additional capabilities:
nThe ability to specify a priority level with the oldest-call-wait conditional on 
the 
check-backup and goto commands. See these commands in 
Appendix A.
nThe use of enhanced comparators (< > , > = , and < =) with the goto and 
route-to commands as well as use of “none” as an entry for digits 
checking, and “active” or “latest” VDN thresholds for indirect VDN 
references. See...

Issue  4 September 1995M-1 
M
Improving Performance 
Introduction
This a p pendix p rovides recommendations on how to write vectors that promote 
favorable performance practices. Two basic principles to follow are:
1. Minimize the amount of call processing
— Minimize the numb er of vector steps to process a call
— Use the lower cost steps when possible (refer to Table M-4 and 
Table M-5)
2. Avoid vector steps which have a substantial probability of failure
— Calls made outside of business hours
— Queues...

Improving Performance
M-2Issue  4 September 1995 
nLookahead Interflow
All looping examples in this a ppendix use only loops within a single vector. It is 
imp ortant to also b e aware of looping to other vectors through the use of vector 
c haining. The same principles can be extrapolated from the looping examples. 
Creating a flow diagram is often helpful for identifying looping errors.
In a ddition to the example vectors, tables rating the relative performance costs of 
specific vector commands are...

Looping Examp les
Issue  4 September 1995
M-3
Looping Examples
Audible Feedback 
Recommendation: Evaluate the length of the wait period between repetitions of 
an announcement and increase the length, if possible. For optimum 
performance, add a second announcement after the initial announcement and 
repeat the second announcement less often. 
The example in Figure M-1 repeats the “All representative are b usy. Please hold.” 
announcement every 10 seconds as long as the call is in queue. 
Figure M-1....

Improving Performance
M-4Issue  4 September 1995 
Table M-2 compares the relative processing cost of the three examples by 
looking at the approximate number of vector steps executed while processing 
the call. Assumption is that the first announcement is 3 seconds long and the 
second announcement is 4 seconds long.
When a call is queued for 5 minutes, the amount of vector steps drops 
dramatically when the amount of time between announcements is increased 
(Figure M-2), and drops even more when a...