ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Basic Call Vectoring
4-14Issue  4 Septemb er 1995
here) usually contains an announcement that provides the caller with the 
appropriate apology and subsequent directives. If the caller is successfully 
connected to AUDIX, vector processing terminates, and a message may be left 
for the specified mailbox (2000, in this case).
Finally, if the supervisor or a group of agents has an Automatic Message Waiting 
(AMW) Lamp for the mailbox used, and if the lamp lights, the relevant p arty, upon 
returning, knows...

Functions and Examples
Issue  4 September 1995
4-15
successful), it simp ly connects the caller to the sp lit so the caller may leave a 
message for the specified extension. However, termination to the split may turn 
out to be unsuccessful due to a factor that cannot b e “ checked” by vector 
processing. (For example, the AUDIX link might be down, or all AUDIX ports 
might be out of service.)
As a result of the queuing process, a wait-announcement loop can be included 
after each 
queue-to main split...

Basic Call Vectoring
4-16Issue  4 Septemb er 1995
The following vectors illustrate how interflow is used:
Figure 4-13. Call Interflow
In the first vector, a branch is made to Step 8 from Step 2 if the condition in the 
latter step (
oldest call-wait in sp lit 1 > 120 seconds) is true.  If the condition is 
false, a branch is made to Step 9 from Step 3 if the condition in the latter step 
(
calls-queued in split 1 > 10) is true. If that condition is also false, the call is 
queued (Step 4), and a...

Functions and Examples
Issue  4 September 1995
4-17
Service Observing vectors allow users to observe calls either from a remote 
location or a local station. A Service Observe button is not required. The use of a 
Service Observing vector limits users to listen-only or listen-talk observing. The 
observer cannot toggle between the two states.
Service Observing vectors can be used to observe p hysical extensions, EAS 
logical agent LoginIDs, and VDNs.
The calling permissions of the COR assigned to the...

Basic Call Vectoring
4-18Issue  4 Septemb er 1995
In this vector the caller is connected to a listen-only Service Observing FAC. 
Once connected, the user must dial the extension number to be observed. To 
observe in a listen/talk mode, the observer would dial a different VDN.
Branching/Programming
Basic Call Vectoring provides several programming methods that affect the 
processing flow within the vector.  These methods, which are implemented via 
Call Vectoring commands, include the following:...

Functions and Examples
Issue  4 September 1995
4-19
vector commands, each with one of the following conditions assigned and 
tested:  
available-agents, staffed-agents, calls-queued, oldest call-waiting, or 
time-of-day. When Advanced Vector Routing is enabled, additional conditions 
can be tested: 
rolling-asa, c ounted-calls, expected-wait. See Chapter 6, 
Advanced Vector Routing  for more information. When ANI and II-Digits Routing 
is enabled, the 
ani and ii-digits conditions can also be teste d...

Basic Call Vectoring
4-20Issue  4 Septemb er 1995
The following vector illustrates how vector processing is stopped via the stop 
command.
Figure 4-17. Stopping Vector Processing
If the 
sto p command is reached, the queued caller will c ontinue to hear ringback. 
Also, if the 
stop command in Step 5 is executed, Step 6 is not executed 
immediately thereafter. The latter ste p can b e executed only if the 
goto command 
in Step 1 succeeds.
Note that an 
imp lied stop follows the last step within a...

Issue 4 September 19955-1  
5
Call Prompting
Introduction
Call Promp ting  provides flexible call handling based on information collected 
from a calling party.  This information comes in the form of d ialed digits 
originating from an internal or external touch-tone telephone, or from an internal 
rotary telephone. In effect, Call Prompting allows for the temporary transfer of call 
management control to the caller.
With Voice Response Integration (VRI), digits may be returned to the switch by a 
Voice...

Call Promp ting
5-2Issue 4 September 1995
Command Set
The following table illustrates the commands used for Call Prompting:
Touch-Tone Collection Requirements
Before the DEFINITY  syst em can accept the touch-tone digits entered by a Call 
Promp ting user, the switch must be equipped with a “collection resource.” The 
resource used for collecting and interpreting touch-tone d i gits is a unit of 
hardware called a Touch-Tone Receiver (TTR). These TTRs are provid e d on the 
TN744 call c lassifier and...

Call Promp ting  Digit Entry
Issue 4 September 1995
5-3
For existing systems that are a d ding a Call Prompting a p plication, the AT&T 
Account Team  recommends  the  appropriate number of TTRs based on two 
factors, as follows:
nAccount team input to the DOSS /A TT OM S configuration
nApplication review by the AT&T Design Center
Outside callers must have a touch-tone phone to enter the digits requested via 
the 
c ollect digits command. For callers using rotary dialing, the Call Promp ting 
timeout...