ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Vector Processing
Issue  4 September 1995
3-9
nAcceptable Service Level. The numb er of seconds within which calls to 
this VDN should be answered.
nVDN of Origin Annc. Extension. The extension number of the VDN of 
Origin announcement. Only displayed if VDN of Origin Announcement is 
optioned.
n1st/2nd/3rd Skill. Only displayed with Expert Agent Selection (EAS). 
Gives the skill numb ers associated with the VDN.
nReturn Destination. The VDN  extension  number  to which an incoming 
trunk c all will be...

Fundamentals of Call Vectoring
3-10Issue  4 Septemb er 1995
‘‘Sales’’ and ‘‘Parts.’’  Let’s presume the caller wants to talk to someone in 
‘‘Sales.’’  In such a case, the call comes into the ‘‘Main’’ vector (whose VDN name 
is ‘‘Main’’) and is eventually routed to the ‘‘Sales’’ vector (whose VDN name is 
‘‘Sales’’).  If VDN Override is assigned to the ‘‘Main’’ VDN, the ‘‘Sales’’ VDN name 
a p pears on the agent’s disp lay when the call is finally connected to the agent. 
This process is illustrated in...

Vector Processing
Issue  4 September 1995
3-11
nServing as a coverage point for specific call operations (for example, 
sending calls to a secretary during the day and to AUDIX at night).
VDN as a coverage point is illustrated in Chapter 4, Basic Call Vectoring.
Service Observing VDNs
The Service Observing feature provides the option of b eing able to observe 
VDNs with G3V3 and later releases. With this option an observer selects a 
specific VDN  and bridges onto calls (one call at a time) that have...

Fundamentals of Call Vectoring
3-12Issue  4 Septemb er 1995
Each of these control flow types is fully described in the upcoming chapters.
NOTE:
Call Vectoring has an execution limit of 1,000 steps.  Once 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 
sto p command is 
executed.
NOTE:
An implicit wait of one second is provided after every seven vector steps if 
vector p rocessing is not susp ended  during any...

Vector Processing
Issue  4 September 1995
3-13
nRouting calls.  Calls not imme diately answered by an agent can be 
queued to one or more s plits, as explained earlier in this chapter.  A caller 
can also leave a recorded message if he or she c hooses to d o so.  Finally, 
a call can be routed to a numb er programmed in the vector or to digits 
collected from the caller.
nBranching/programming.  Branches can be made from one vector step 
to another such step or to another vector.  This can be done...

Fundamentals of Call Vectoring
3-14Issue  4 Septemb er 1995
nDisconnect ends treatment of a call and removes the call from the switch.  
The command also allows the optional assignment of an announcement 
that will play imme diately before the disconnect.
nGoto Step is a branching step that allows conditional or unconditional 
movement to a preceding or succeeding step in the vector. Conditional 
branching is determined by a number of factors (for example, number of 
calls queued in the split, number of...

Vector Processing
Issue  4 September 1995
3-15
nNumber of staffed agents in a split (explained earlier in this chapter)
nNumber of available agents in a split (explained earlier in this chapter)
nNumber of calls queued at a given priority to a sp lit
nAmount of time that the oldest call has been waiting in a sp lit
nAverage Speed of Answer for a sp lit or a VDN
nExpected Wait Time for a split or for a call that has entered vector 
processing
nNumber of calls active in a VDN
nCaller i dentity (ANI)
nType...

Issue  4 September 19954-1  
4
Basic Call Vectoring
Introduction
Basic Call Vectoring allows you to ‘‘program’’ the type of treatment a telephone 
call receives.  You can program accordingly by using a set of vector commands.
Vector commands can direct calls to various destinations, such as a djuncts and 
splits. The commands can also direct calls to various treatments, such as 
announcements, a forced disconnect, a forced busy, or a delay treatment. 

Basic Call Vectoring
4-2Issue  4 September 1995
Command Set
The following table illustrates the commands used for Basic Call Vectoring.
Functions and Examples
Basic Call Vectoring allows the user to employ a numb er of different functions to 
process telephone calls. These functions include the following:
nProviding call treatments
nRouting calls
nBranching/Programming
Table 4-1. Basic Call Vectoring Command Set
Command Category Action Taken Command
TREATMENT Play an announcement.
Delay with audible...

Functions and Examples
Issue  4 September 1995
4-3
The following sections explain these functions.
Providing Call Treatments
In this guide, the term treatment is used to indicate the type of feedback the 
caller receives if the caller is not imme diately connected to an agent, or if the call 
center is too busy or not in operation.  Basic Call Vectoring provides several 
types of treatment, as follows:
nAnnouncements
nDelays with aud i ble feed b ac k
nBusy tone
nDisconnect
nVoice Response Scripts
The...