ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Basic Call Vectoring
4-4Issue  4 September 1995
Delay Announcements
Here is an example of a delay announcement:
Figure 4-1. Delay Announcement
If the caller does as suggested but ends up waiting an a ppreciable amount of 
time without receiving further feedback, he or she may tire of waiting and hang 
up.  To keep the caller on the p hone at least a little longer, a supplementary d elay 
announcement similar to the one following might be used:
Figure 4-2. Supplementary Delay Announcement
A d elay...

Functions and Examples
Issue  4 September 1995
4-5
Information Announcements
Under certain circumstances, the customer may find it necessary to provide the 
caller with recorded information that, by its very content, resolves a problem with 
such finality that the caller feels no need to follow up on his or her call.  Such a 
recorded message is referred to as an 
information announcement.  An example 
follows:
Figure 4-4. Information Announcement
Note that the 
disconnect command is used with the...

Basic Call Vectoring
4-6Issue  4 September 1995
processing stops, the call is dropped. Feed back also continues while a call is 
queued to a converse split, that is, any split routed to by a converse-on split 
command, an d while data is being passed to a Voice Response Unit (VRU) (see 
the Voice Response Scripts section later in this chapter). Finally, feedback also 
continues during the wait period before the connection of an announcement 
and/or a Touch-Tone Receiver (TTR). (TTRs are used in...

Functions and Examples
Issue  4 September 1995
4-7
alternative audio or music  source until it is replaced by a subsequent vector step 
regardless of the time specified in the 
wait-time step.
Busy Tone
A busy tone and subsequent termination of vector processing are produced via 
the 
b usy command. An exception to this occurs on CO trunks where answer 
supervision has not been sent. Callers on such trunks do not hear the busy tone 
from the switch. Instead, these callers continue to hear rin g back from...

Basic Call Vectoring
4-8Issue  4 September 1995
The disconnect command itself has a b uilt-in announcement option. We saw an 
example of the command when we were discussing information announcements 
earlier in this chapter.  Here’s the example again:
Figure 4-8. Disconnecting a Call
This example presents an ideal use of the 
disconnect command. The caller is 
given record ed information that, b y its very content, resolves a problem with such 
finality that the caller feels no need to follow up on his...

Functions and Examples
Issue  4 September 1995
4-9
nText to speech capabilities.
nSpeech recognition.
nIncreased recorded announcement c a pacity.
nAudiotex a p plications.
nInteractive Voice Response (IVR) a p plications.
nTransaction processing applications.
One of the advanta ges of VRI is that it allows users to make more productive use 
of queuing time. For example, while the call is waiting in queue, the caller can 
listen to product information by using an audiotex application or by comp leting...

Basic Call Vectoring
4-10Issue  4 Septemb er 1995
For this example, let’s suppose first that a caller would like to hear information 
concerning car loans. Let’s also assume the call is queued to split 1 (Step 2) and 
that vector processing proceeds to Step 6. In such a case, the 
c onverse-on split 
command in this step delivers the call to the converse sp lit if there is a queue for 
the split and the queue is not full, or if a VRU port is available. (Otherwise, vector 
processing continues at the next...

Functions and Examples
Issue  4 September 1995
4-11
nLeaving recorded messages
nSending c alls to a vector-programmed number (that represents an internal 
or external d estination)
nRouting calls to a Feature Access Code that will activate Service 
Observing
nAdjunct Routin g
The following sections discuss these routing procedures (except for adjunct 
routing, which is fully described in Chapter 9).
Queuing Calls to ACD Splits
Calls that come into the Call Vectoring system can be queued to a maximum of...

Basic Call Vectoring
4-12Issue  4 Septemb er 1995
step 4 to check the backup sp lits. Although calls are queued in Step 2 at a top 
priority, a low priority is specified in step 1 so that calls in queue at all priority 
levels are counted. If there are 10 or fewer calls in the main split, control is 
passed to Step 2, where the 
q ueue-to main split command queues the call to 
split 1. Once the call is queued, vector processing continues at the next step. 
Step 4 c ontains a 
c heck-backup split...

Functions and Examples
Issue  4 September 1995
4-13
Leaving Recorded Messages
Basic Call Vectoring allows the caller to leave a message for the customer if the 
agents at the customer site are not available to take telephone c alls.  This is done 
with the help of the 
messaging split command. Let’s take a look at an example.
Figure 4-11. Leaving Recorded Message
In this vector, the 
goto step command in Step 1 checks to see if the office is 
open, and branches to Step 8 if the office is closed.  This is...