ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Index
IN-6Issue  4   September 1995
with disconnect,A-47
with goto step
,A-53
with goto vector
,A-59
with messaging,A-61
with queue-to
,A-65
with route-to
,A-71
with stop,A-76
with wait-time
,A-80
features of call vectoring
,1-5
adjunct routing command,1-6
advanced vector routing
,1-5
ANI/ii-digits
,1-5
basic call vectoring,1-5
call promptin g
,1-5
look-ahead  interflow
,1-5
functions
of b asic call vectorin g
,4-2
of c all prompting
,5-5
G
G3
upgrading to expert agent selection
,10-38
G3iV1.1
maximum...

Index
Issue  4   Se ptemb er 1995IN-7 
re ceiving switch operation,8-4
sending switch operation
,8-3
M
maximizing performance,M-1, M-3, M-4, M-6, M-8, M-9
example vector,M-3, M-5, M-6, M-7, M-8, M-9, M-10
messaging
,3-14, A-60
ASAI
contents of
,9-2
example
,4-14
leaving a message
,2-14
messaging command
example
,4-13
neutral vec tor command
,8-8
success/failure criteria
,A-85
syntax,A-60
troubleshooting
,D-8
multiple call handling
,3-5
N
naming
a vector
,2-4
neutral vector command,8-7
non-b usiness...

Index
IN-8Issue  4   September 1995
R
receiving and implementing the c all route,9-7
receiving feedback about a call
,2-7
redirecting calls
methods for
,3-2
reducing
caller hold time
,2-17
number of needed agents,3-6
staffing re quirements
,2-17
transferred calls
,2-17, 3-3
removing incorrect digits strings,5-4
reporting
agent handling
,3-7
call handlin g,3-7
via Basic Call Management System
,3-7
via BCMS
,3-7
via CentreVu Call Management System,3-7
via CMS
,3-7
reports
BCMS
BCMS Split Report
,F- 1 5
VDN...

Index
Issue  4   Se ptemb er 1995IN-9 
differences among G1/G2/G3,E- 1 1
staffed agent
for ACD sp lit
,3-4
staffed agents
basis of call management decisions
,3-4
check backup command
,3-4
conditional branching,3-11
definition of
,3-4
for non-ACD hunt groups
,3-4
goto command,3-4
number of
,3-14
starting a script
,1-5
status lamp,5-11
CALLR-INFO button
,5-12
NORMAL button
,5-12
steps
maximum number of
,3-12
stop command
,3-14
example,4-20
neutral vec tor command
,8-8, A-76
success/failure criteria
,A-85...

Index
IN-10Issue  4   September 1995
no qpos digits,D-19
step skipped
,D-10
transfer d enied
,D-19
covera ge conference denied
,D-20
data return
no digits
,D-20
timeout
,D-20
delay before AUDIX answers
,D-8
delay before hearing announcement
,D-6
dial-ahead digits not recognized,D-6
dial-ahead discarded
,D-16
digits incomplete
,D-11
double coverage attempt,D-17
expected wait-time
call no working agents
,D-23
call not queued
,D-21
no split queue
,D-22
not sent to VRU
,D-21
split lo cked
,D-23
split no...

Index
Issue  4   Septemb er 1995IN-11 
V
valid entries
for check-backup
,A-26
for collect digits
,A-31
for converse-on,A-35
for disconnect
,A-46
for goto step
,A-49
for goto vector,A-55
for messag ing
,A-60
for queue-to
,A-64
for route-to,A-68
for wait-time
,A-78
VDN
,3-7
active,3-9
calls
,6-12
calls counts
which calls included
,6-13
definition
,1-3, 3-1, 3-7
in coverage path
application uses
,3-10
latest
,3-9
multiple
,1-3
observing
,3-11
overrid e
example application
,3-9
properties
1st/2nd /3rd skill...

Index
IN-12Issue  4   September 1995
tandem switch vector,8-10
testing
for ANI in vector routing  table
,7-4
for digits in vector routing  table
,5-9
treating  digits as a destination
,5-6
unconditional branching
,4-18
using digits
to collect branching information
,5-7
to select o ptions
,5-10
VDN c alls routing
,6-13
vector for service observing
,4-17
listing existing
,2-4
naming,2-4
testin g
,B-7
vector applications
table of examples
,11-2
vector chaining
goto command
,4-20
multiple,1-4
multiple...

Index
Issue  4   Septemb er 1995IN-13 
description,F-15
VDN Report
description
,F-14
VDN Summary Report
description
,F-15
Vector Report
description
,F-15
with covera ge
,3-10, 5-6
vector routing table,5-7, 5-8, 7-4
vector step
chaining
,3-2
conditional branching,3-11
deleting
,2-5
enterin g
,2-4
example
adjunct routing
,A-15
announcement
,A-22
check-backup
,A-27
collect digits
,A-31
converse-on
,A-35
disconnect
,A-46
goto ste p
,A-51
goto vector
,A-57
messaging
,A-60
queue-to
,A-64
route-to
,A-68...