ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Tutorial
2-16Issue  4 Septemb er 1995
NOTE:
If the d ashed number in the last column is followed by ‘“F),” the number is a 
figure number.
Table 2-1. Benefits of Call Vectoring
Category Call Vectoring Benefits Figure
Call Treatment Im plement special treatment based on the time of 
d ay and the day of the week (for example, providing 
night service).4-16, 11-1
Automatically change treatment according to either 
how long the call has been waiting or to changing 
traffic or staffing conditions.4-13, 4-15,...

Benefits of Call Vectoring
Issue  4 September 1995
2-17
Call Routing Queue calls to up to three splits simultaneously, 
consequently improving the average speed of 
answer an d agent productivity.4-10, 11-1,
11-4
Implement routing to local or distant destinations. 4-13, 5-1, 5-2, 
8-2, 11-2, 11-3, 
11-4, 11-5
Connect callers to a voice-mail or messaging system 
either automatically or at their request.4-11, 4-12, 11-
3, 11-5
Reduc e call transfers by accurately routing callers to 
the desired...

Issue  4 September 19953-1  
3
Fundamentals of Call Vectoring
Introduction
The manner in which a call is processed depends upon a number of components 
within b oth the DEFINITY System and the Call Vectoring software.  Some of these 
components include the following:
nResources available to process a call (for example, agents, splits, 
software, hard ware)
nVector control flow
nCommands used within the relevant vector(s)
A prudent utilization of these components will produce an effective means of...

Fundamentals of Call Vectoring
3-2Issue  4 September 1995
Call Vectoring allows the chaining of vector steps and vectors. Accordingly, one 
vector can d irect the call to another vector or VDN, which in turn can direct the 
call to yet another vector, etc. Note, however, that a maximum of 1,000 vector 
steps can be executed for any call. When a call enters vector processing, a loop 
counter keeps track of the number of vector steps executed. If the loop counter 
exceeds 1,000, a 
stop command is...

Call Management
Issue  4 September 1995
3-3
nAdjunct Routing allows the switch to request a routing destination from 
an adjunct processor via ASAI.  When this feature is enabled, the switch 
sends the ASAI adjunct a message containing information a bout the 
calling party.  The adjunct uses this information to determine, from its 
databases, the best place for the switch to send the call.  The a djunct then 
passes this routing information back to the switch.
Each of these call control flow methods is...

Fundamentals of Call Vectoring
3-4Issue  4 September 1995
nCall is removed from any other queues.  Announcements, music, 
ringback, or other audio source are also removed.
nVector processing terminates.
Note that these actions always happen 
immediately, even if the c aller is receiving 
call treatment (for example, hearing an announcement).  (Call treatments are 
discussed later in this chapter.)
Multiple split queuing is illustrated in Chapter 4, Basic Call Vectoring.
Split Queue Priority Levels
If a...

Call Management
Issue  4 September 1995
3-5
For ACD calls, an a gent’s state is further defined b y the relevant work mode.  The 
following list d escribes these modes:
nAfter-Call-Work Mode makes the agent unavailable to receive any ACD 
calls for any split. This mode can be used when the agent is d oing ACD 
call-related work.
nAuto-In Work Mode makes the agent available to receive calls and allows 
the agent to receive a new ACD call immediately after disconnecting from 
the previous call. When...

Fundamentals of Call Vectoring
3-6Issue  4 September 1995
For a CO call, the caller hears CO ringback until one of the following vector steps 
is reached:
nAnnouncement  (Caller hears the announcement.)
nWait with system music or alternate audio/music source (Caller hears 
system music, or the music or audio associated with an administered 
port.) 
nCall answered  (Caller hears the agent or voice response answering the 
call.)
For a CO call for which answer supervision has already been supplied (via the...

Vector Processing
Issue  4 September 1995
3-7
be programmed to route to an ACD split comprised of agents who are proficient 
in handling several typ es of calls.
Call Vectoring takes the DNIS numb er from the network and interprets this 
number as a VDN.  When the call is delivered to the agent terminal, the unique 
name assigned to the particular VDN is displayed on the a gent’s terminal.  This 
allows the agent to know the specific purpose of the call.  As a result, the agent 
can answer with the...

Fundamentals of Call Vectoring
3-8Issue  4 September 1995
nExtension.  Extension number used to identify the VDN.
nName.  Name that is associated with the VDN.  This name, which is shown 
on the a gent’s display, is optional and can contain up to 15 characters.
nAllow VDN Override.  Option that allows the name and other attributes of 
a subsequently routed to VDN to be used instead of the name and 
attributes of the current VDN.
nCOR (Class of Restriction).  1- or 2-digit number that specifies the COR...