ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							555-230-520
Issue 4
September, 1995
DEFINITY Generic 3 
Call Vectoring/Expert Agent 
Selection (EAS) Guide
Graphics © 
Table of Contents 
						

							Contents
Issue  4   Septemb er 1995iii
Table of Contents i
1 About This Document 1-1
n Feature Availability  1-1
n What is Call Vectoring? 1-1
n What is Expert Agent Selection (EAS)?  1-4
n Call Vectoring Features 1-5
n Contents and Org anization of the Guide 1-6
n Intended Audience and Use of the Guide  1-6
n References  1-7
2 Tutorial 2-1
n Introduction  2-1
n Entering the Vector On-Line  2-1
 Procedures for Basic Screen Administration 2-2
 Enhanced Vector Editin g (G3V4 and later
releases) 2-5
n Constructing a Vector:  One Approach 2-5
 Phase 1:  Queuing a Call to the Main Split 2-6
 Phase 2: Providing Feedb ac k and Delay
Announcement 2-7
 Phase 3: Repeating Delay Announcement and
Feedback 2-9
 Phase 4:  Queuing a Call to a Backup Split 2-10
 Phase 5:  Checking the Queue Capacity 2-11
 Phase 6:  Checking for Non-Business Hours 2-13
n Benefits of Call Vectoring 2-15 
						

							Contents
ivIssue  4   September 1995 
3 Fundamentals of Call Vectoring 3-1
n Introduction  3-1
n Call Management 3-1
 Call Flow 3-2
 Caller Control 3-3
 Call Queuing to Splits 3-3
 Split Queue Priority Levels 3-4
 Agent Work Mode 3-4
 Calling Party Feedback 3-5
 Dialed Number Identification Service (DNIS) 3-6
n Vector Processing 3-7
 Vector Directory Number 3-7
 VDN Override 3-9
 VDN in a Coverage Path 3-10
 Service Observing VDNs3-11
 Vector Control Flow3-11
 Termination vs. Stoppin g 3-12
 Programming Capabilities3-12
 Command Summary 3-13
 Condition Testing within the Commands3-14
4 Basic Call Vectoring 4-1
n Introduction  4-1
n Command Set  4-2
n Functions and Examples  4-2
 Providing Call Treatments 4-3
 Announcements 4-3
 Delay Announcements 4-4
 Forced Announcements 4-4
 Information Announcements 4-5
 Delays with Audible Feedback 4-5
 Multiple Audio or Music Sources 4-6
 Busy Tone 4-7 
						

							Contents
Issue  4   September 1995v
 Disc onnect 4-7
 Voice Response Scripts 4-8
 Routing Calls 4-10
 Queuing Calls to ACD Splits 4-11
 Multiple Split Queuin g 4-11
 Leaving Recorded Messages4-13
 Option with the VDN as the Coverage Point 4-14
 Sending Calls to a Vector-Programmed Number4-15
 Interflow 4-15
 Service Observing 4-16
 Service Observing FAC Vector 4-17
 Branching/Programming 4-18
 Unconditional Branching4-18
 Conditional Branching4-18
 Stopping Vector Processing 4-19
n Vector Chaining  4-20
5 Call Prompting 5-1
n Introduction  5-1
n Command Set  5-2
n Touch-Tone Collection Re quirements  5-2
n Call Promp ting  Digit Entry  5-3
 Removing Incorrect Digit Strings 5-4
 Entering Variable-Length Digit Strings 5-4
 Entering Dial-Ahead Digits 5-5
n Functions and Examples  5-5
 Treating Digits as a Destination 5-6
 Using Digits to Collect Branching Information 5-7
 Vector Routing Tables 5-7
 Using Digits to Select O ptions5-10
 Displaying Digits on the Agent’s Set 5-10
 Passing Digits to an Adjunct5-12
 Creating Service Observing Vectors 5-13
 Remote Ac c ess Service Observing Vector5-13 
						

							Contents
viIssue  4   September 1995 
 User-Entered FAC  and Extension 5-14
 Preprogramme d FAC  and Extension 5-14
n Dial-Ahead Digits 5-14
n ASAI-Requested Digit Collection  5-18
n ASAI-Provid e d Dial-Ahead Digits 5-19
6 Advanced Vector Routing 6-1
n Introduction  6-1
n Command Set  6-1
n Expected Wait Time (EWT)  6-2
 EWT for a Split 6-2
 EWT for a Call 6-3
 Passing EWT to a VRU 6-3
 The EWT Al gorithm 6-4
 When to Use Wait Time Predictions 6-4
 Examp les 6-5
 Example 1 — EWT Routing and Passing Wait
to a VRU 6-5
 Example 2 — Notifying Callers of Wait Time
Without a VRU 6-6
 Example 3 — Using EWT to Route to the 
Best Split 6-8
 Factors that Effect the Value of EW T 6-9
 Factors that Cause EWT for a Split Priority Level
to Increase 6-9
 Factors that Cause EWT for a Split Priority Level
to Decrease 6-9
n Rolling Average Speed of Answer (ASA)  6-10
 Rolling ASA Sp lit Calculation 6-10
 Rolling ASA VDN Calculation 6-11
 Rolling ASA Considerations 6-11
 Examp le6-11
n VDN Calls  6-12
 Counted Calls 6-13
 Examp le6-13 
						

							Contents
Issue  4   Se ptemb er 1995vii
7 ANI and II-Digits Routing 7-1
n Introduction  7-1
n Command Set  7-1
n ANI Routing  7-1
 ANI Routing Examp le 7-2
 Vector Routing Tables with ANI 7-3
n II-Digits Routing  7-5
 II-Digits Routing Examp le 7-7
8 Look-Ahead Interflow 8-1
n Introduction  8-1
n Command Set  8-1
n Functions and Examples  8-2
 Two Switch Configuration 8-3
 Sending Switch Operation 8-3
 Receiving Switch Operation 8-4
 Tandem Switch Configuration 8-9
 Sending Switch Operation 8-10
 Tandem Switch O peration 8-10
 Far End Switch O peration 8-11
 DNIS and VDN Override in an LAI Environment8-11
 Answering Agent’s Disp lay 8-11
 Originator’s Display8-12
 Look-Ahead Interflow with AT&T Network
Alternate Destination Re direction (ADR)8-13
9 Adjunct Routing 9-1
n Introduction  9-1
n Functions and Examples  9-1
 Sending the Call Route Request 9-2
 Effects of ASAI Link Failure on Vector Processin g9-3
 Awaiting the Resp onse to the Call Route Re quest 9-5 
						

							Contents
viiiIssue  4   Septemb er 1995 
 Receiving and Implementing the Call Route 9-7
n Multiple Outstanding Route Requests 9-8
 User Scenarios 9-9
10 Expert Agent Selection 10-1
n Introduction 10-1
n Identifying Caller Needs 10-2
 DNIS/ISDN Called Party 10-4
 Call Prompting/VRU Digits10-4
 Host Data base Lookup10-5
 Direct Agent Calling 10-5
n Functions and Examples  10-5
 Administering Skills 10-5
 VDN Skills 10-7
 Vector Directory Number (VDN) Form10-10
 Call Vector Form10-11
 Ag ent Skills 10-11
 Delivering the Call to the Skill Queue 10-13
 Procedure Using Call Promp ting10-14
 Super Agent Pool10-15
 Routing the Call to an Agent 10-18
 Delivery from a Skill Hunt Group 10-18
 ACD Login ID Dialin g 10-22
n Interactions Involving EAS  10-25
 Feature Interactions 10-25
 Ab breviated Dialing 10-25
 Ad ministration Without Hardware 10-25
 Ag ents in Multiple Splits Feature10-25
 Ag ent Work Mo des 10-26
 Assist 10-26
 Audible Message Waiting10-26
 Auto-Available Skills10-26
 Automatic Answering with Zip Tone10-27
 Basic CMS 10-27
 Bridging10-27
 Call Coverage 10-27 
						

							Contents
Issue  4   September 1995ix
 Call Forwardin g 10-27
 Call Park 10-27
 Call Pickup 10-28
 Class of Restriction 10-28
 Class of Service10-28
 Dial Plan10-28
 Direct Agent Callin g 10-28
 Disp lays—Voice Terminal 10-28
 Look-Ahead Interflow 10-29
 Multiple Split Queuing 10-29
 OCM/EAS 10-29
 Commands for OCM Predictive Calls 10-30
 Queue Status Indications 10-30
 Service Observing 10-30
 Remote Service Observing 10-31
 SMDR/CDR 10-31
 VDN Override 10-31
 Work Mode Buttons 10-31
 Adjunct Interactions10-31
 ASAI 10-31
 Call Control 10-31
 Feature Re quests 10-32
 Multiple Monitors 10-33
 Value Queries 10-33
 Event Notification10-33
 Adjunct-Controlled Skills10-33
 AUDIX 10-34
 CMS (R3V2 and later releases) 10-34
 Speech-Processing Adjuncts 10-34
n EAS Agent LoginID Table  10-35
n Upgrading to a G3 EAS Environment 10-38
11 Call Vectoring Applications 11-1
n Introduction 11-1
n Customer Service Center  11-2
n Automated Attendant 11-4
n DIVA and Data/Message Collection 11-5 
						

							Contents
xIssue  4   Se ptemb er 1995 
n Distributed Call Centers 11-8
n Help Desk 11-10
n Insurance Ag ency/Service Agency 11-11
n Warranty Service (with EAS)  11-15
n Resort Reservation Service (with EAS)  11-20
 Placing the Reservation 11-20
 Specific Number Dialing 11-20
 General Numb er Dialing 11-21
 Call-Back Provisions11-22
n Vector Exercises  11-23
 Exercise 1:  Emergency and Routine Service 11-24
 Exercise 2:  Late Caller Treatment11-26
 Exercise 3:  Messaging Option 11-28
A Call Vectoring Commands A-1
n Introduction  A-1
n Command Description/Reference A-2
n Command/Option Summary  A-3
n Command Job Aid  A-5
n Command Directory  A-14
A  Adjunct Routing Command A-15
 Purp ose A-15
 Syntax A-15
 Valid Entries A-15
 Requirements A-15
 Examp le A-15
 O peration A-15
 Answer Supervision Considerations A-18
 Feature Interactions A-19
 CMS Interactions A-19 
						

							Contents
Issue  4   September 1995xi
 BCMS Interactions A-21
 Announcement Command A-22
 Purp ose A-22
 Syntax A-22
 Valid Entries A-22
 Requirements A-22
 Examp le A-22
 O peration A-22
 Answer Supervision Considerations A-23
 Feature Interactions A-23
 BCMS/CMS Interactions A-23
 Busy Command A-24
 Purp ose A-24
 Syntax A-24
 Requirements A-24
 O peration A-24
 Answer Supervision Considerations A-24
 Feature Interactions A-24
 CMS Interactions A-25
 BCMS Interactions A-25
 Check-Backup Command A-26
 Purp ose A-26
 Syntax A-26
 Valid Entries A-26
 Requirements A-27
 Examp les A-27
 Op eration A-27
 Answer Supervision Considerations A-28
 Feature Interactions A-28
 CMS Interactions A-29
 BCMS Interactions A-30
 Collect Digits Command A-31
 Purp ose A-31
 Syntax A-31
 Valid Entries A-31