ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Glossary
GL-10Issue  4   September 1995 
Message Collection
A call prompting application that gives the  caller the option of not waiting (in queue, if vectoring is 
enabled) to be serviced by an agent, but rather of leaving a message for the agent or the agents 
associate d s plit.
Message Server Adjunct
A message service split that is used in c onjunction with the 
messagin g s plit command.
MIA
See Most Idle Agent (MIA).
Most Idle Agent (MAI)
An algorithm whic h delivers the next call to the agent...

Glossary
Issue  4   September 1995GL-11 
P
primary split
The first s plit in a VDN to which a call a ctually queues. Another split becomes the primary s plit if 
the c all leaves the VDN (via a 
route-to VDN command, for example), and the call is then queued 
to another split; or, if the call leaves vector processing (via a
 route-to  command, for 
example), and the call queues to another split.
priority
The queuin g level to which an incoming call is assigned and at which the call is processed....

Glossary
GL-12Issue  4   September 1995 
Split Summary report 
A report that summarizes the  call activity for an entire split. It can be g enerated b y CMS as well as 
in BCMS.
split supervisor
An ACD split manager who monitors split flows.
staffed
For ACD splits, staffed connotes an agent being logged in. Therefore, when an agent is staffed in 
an ACD sp lit, this means that the agent is present. However, the term d oes not indicate if the 
agent is available to receive calls. When an agent logs in...

Glossary
Issue  4   September 1995GL-13 
two switch configuration
A LAI call setup that consists of two switches: sending switch and receiving switch. The vector(s) 
in the sending switch determine whether the call should be sent to the receivin g switch. The 
vectors in the receivin g switch determine whether to accept or deny the call according to a 
number of conditions.
U
UCD
See uniform call distribution.
unconditional branching
The type of vector control flow that is automatically p assed from the...

Glossary
GL-14Issue  4   September 1995 
VDN name
The name associated with the VDN. It contains up to 15 characters and is o ptional. It a ppears on 
the a gent’s display.
VDN of record
See active VDN.
VDN override 
A VDN Override is an op tion that allows information about a subsequently-routed-to VDN (if any) 
to be used instead of the information about the current VDN.
VDN report
A report that reports on VDN activity. The report c an b e g enerated by CMS as well as in BCMS. 
The CMS version of the...

Issue  4   Se ptemb er 1995IN-1 
INIndex
Symbols
# sign,5-17, A-37, A-38
dialed ahead digits
,5-17
# sign with digits
,A-33
* symbol
dial-ahead digits
,A-33
dialed ahead digits
,5-17
* with digits,A-33
A
a bbreviated dialing special c hara cters
route-to,A-68, A-70
ACD agent login ID
form
,10-22
a ctive VDN,3-10
adapting
to a long wait
,2-16
to c hanging call traffic,2-16
a djunc t routing
considerations
,C-4
function,9-1
hardware and software requirements
,B-6
relationship table for treatment and goto...

Index
IN-2Issue  4   September 1995
rolling  ASA,11-11
VDN c alls
,11-11
warranty service
,11-15
warranty service call center
,11-18, 11-19
ASA
,6-10
definition,F-14
ASAI
link failure
,A-16
ASAI message
contents of
,9-2
assigning call answering tasks to sp lits
,3-6
asterisk (*)
*, use of
,A-31
automatic number identification
,7-1
calling p arty number,7-2
use in North America
,7-2
automating tasks
,2-17
availa bility of agents,3-4
average speed of answer
,6-10
definition
,F-14
awaiting the response to...

Index
Issue  4   Se ptemb er 1995IN-3 
functions,5-5
creating service observing vectors
,5-12
passing digits to an adjunct
,5-12
treating  digits as a destination
,5-6
using digits on the agent’s set
,5-10
using digits to collect branching information
,5-7
using digits to sele ct options
,5-10
hardware and software requirements
,B-3
purpose
,1-5, 5-1
removing incorrect digits,5-3
variable length digit string
,5-3
wit h VRI
,5-1
c all route request,9-2, 9-5, 9-7
c all treatment
customizing
,2-17...

Index
IN-4Issue  4   September 1995
call flow p hase
data p assing
,H-3
data return
,H-7
DEFINITY switc h d ata collection
,H-10
script completion
,H-9
script execution
,H-7
c onverse-on command
,3-13, A-35
function
,A-36
neutral vec tor command
,8-8
success/failure criteria,A-84
syntax
,A-35
troubleshooting
,D-7
c onverse-VRI calls
call flow p hase
VRU d ata collection
,H-6
creating
a new vector
,2-4
service observing vectors
,5-5
c ustomizing call treatment,2-17, 3-4
D
d efining desired servic e,3-7
d...

Index
Issue  4   Se ptemb er 1995IN-5 
delay with audible feedback,4-5
delay with multiple audio/music sourc e feedback
,4-6
dial-ahead digits
,5-15, 5-16
disconnecting a call,4-8
distributed call centers application
,11-9
DIVA and  d ata/message colle ction application
,11-6
emergency and routine servic e a pp lication,11-24, 
11-25
expected  wait time
for a c all
,6-3
for a sp lit
,6-2
routing and passin g VRU wait
,6-6
expected  wait time routing
routing to the best split
,6-8
field agent vector a p...