ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Contents
xiiIssue  4   September 1995 
 Requirements A-31
 Examp le A-31
 O peration A-31
 Answer Supervision Considerations A-34
 Feature Interactions A-34
 CMS Interactions A-34
 Converse-on Command A-35
 Purp ose A-35
 Syntax A-35
 Valid Entries A-35
 Requirements A-35
 Examp les A-35
 O peration A-36
 Answer Supervision Considerations A-39
 Feature Interactions A-39
 CMS Interactions A-45
 BCMS Interactions A-45
 Disconnect Command A-46
 Purp ose A-46
 Syntax A-46
 Valid Entries A-46
 Requirements A-46
 Examp le A-46
 O peration A-46
 Answer Supervision Considerations A-46
 Feature Interactions A-47
 CMS Interactions A-47
 BCMS Interactions A-47
 Goto Step Command A-48
 Purp ose A-48
 Syntax A-48
 Conditions = available-agent, staffed-agents: A-48
 Conditions =  calls-q ueued, oldest call-wait: A-48
 Condition  = rolling-asa: A-48
 Condition  = counted-calls: A-49
 Condition  = expected-wait: A-49 
						

							Contents
Issue  4   September 1995xiii
 Valid Entries A-49
 Requirements A-51
 Examp les A-51
 O peration A-52
 Answer Supervision Considerations A-53
 Feature Interactions A-53
 CMS Interactions A-53
 Goto Vector Command A-54
 Purp ose A-54
 Syntax A-54
 Conditions = available-agent, staffed-agents: A-54
 Conditions =  calls-q ueued, oldest call-wait: A-54
 Condition  = rolling-asa: A-55
 Condition  = counted-calls: A-55
 Condition  = expected-wait: A-55
 Valid Entries A-55
 Examp les A-57
 O peration A-58
 Answer Supervision Considerations A-59
 Feature Interactions A-59
 CMS Interactions A-59
 Messaging Command A-60
 Purp ose A-60
 Syntax A-60
 Valid Entries A-60
 Requirements A-60
 Examp le A-60
 O peration A-60
 Answer Supervision Considerations A-61
 Feature Interactions A-61
 CMS Interactions A-62
 BCMS Interactions A-63
 Queue-to Main Command A-64
 Purp ose A-64
 Syntax A-64
 Valid Entries A-64 
						

							Contents
xivIssue  4   September 1995 
 Requirements A-64
 Examp le A-64
 O peration A-64
 Answer Supervision Considerations A-65
 Feature Interactions A-65
 CMS Interactions A-66
 BCMS Interactions A-67
 Route-to Command A-68
 Purp ose A-68
 Syntax A-68
 Valid Entries A-68
 Requirements A-68
 Examp le A-68
 Op eration A-69
 Coverage A-71
 Answer Supervision Considerations A-71
 Feature Interactions A-71
 CMS Interactions A-73
 BCMS Interactions A-75
 Sto p Command A-76
 Purp ose A-76
 Syntax A-76
 Requirements A-76
 O peration A-76
 Answer Supervision Considerations A-76
 Feature Interactions A-76
 CMS Interactions A-77
 Wait-time Command A-78
 Purp ose A-78
 Syntax A-78
 Multiple Audio/Music Sources Syntax 
(G3V4 a n d later releases): A-78
 Valid Entries A-78
 Requirements A-79
 Examp le A-79 
						

							Contents
Issue  4   September 1995xv
 O peration A-79
 Answer Supervision Considerations A-79
 Feature Interactions A-80
 CMS Interactions A-80
A n Criteria for Success/Failure of Call
Vectoring Commands  A-81
B Call Vectoring Management B-1
n Introduction  B-1
n Implementation Re quirements for the
Call Vectoring Features B-1
n Enabling the Vector Disconnect Timer B-7
n Upgrading to a Call Vectoring Environment  B-7
n Changing and Testing the Vector B-7
C Considerations for the Call Vectoring Features C-1
n Introduction  C-1
n Basic Call Vectoring Considerations C-1
n Call Promp ting  Considerations C-2
n Look-Ahead Interflow Considerations C-3
n Adjunct Routing Considerations C-4
n VDN Return Destination Considerations C-5
 User Scenario — Remote Access with Host
Provided Security C-6
 User Scenario — Saving in Trunk Facilities
Between Call Centers C-8 
						

							Contents
xviIssue  4   September 1995 
D Troubleshooting Vectors D-1
n Introduction  D-1
n Unexpected Feature Operations D-1
n Unexpected Command Operations D-3
n Converse Command Deb u gging D-9
n Tracking Unexp ected Vector Events D-12
 Display Events FormD-12
 Display Events Report D-13
 Summary of Vector EventsD-14
E Functional Differences for G2 and G3 
Call Vectoring and EAS 
E-1
n Introduction  E-1
n Differences in Command Function  E-1
 Queue-to Main Split and Check-Backup Split E-2
 Goto Step and Goto Vector E-4
 Route-to Number E-5
 Announcement E-6
 Wait-time E-7
 Busy E-7
n General Call Vectoring Functional Differences E-8
n Differences in Defining/Interpreting Split Flows E-10
 R3 CMS StandardsE-11
 R2 CMS Standard sE-11
n Differences Between G2 and G3r EAS E-12
F Interactions Between Call Vectoring/EAS and 
BCMS/CMS 
F-1
n Introduction  F-1
n BCMS/CMS Tracking in a Call Vectoring Environment F-2
 Defining and Interpreting Call Flows F-2 
						

							Contents
Issue  4   Septemb er 1995xvii
 Answered and Abandons F-2
 Busies and Disc onnects F-3
 VDN Inflows and Outflows F-3
 R3 CMS and BCMS Standards F-4
 Vector Inflows and Outflows F-4
 R3 CMS Standards F-4
 Split Inflows, Outflows, and Dequeues F-5
 R3 CMS and BCMS Standards F-5
 R2 CMS Standards F-6
 Examples of Split Flow Tracking F-7
 Evaluating Split PerformanceF-12
n Using BCMS/CMS Reports to Evaluate
Call Vectoring Activity F-14
 CMS ReportsF-14
 BCMS Reports F-15
n Using CMS in an EAS Environment F-16
 Tracking EntitiesF-16
 Ag ents and their Skills F-16
 Direct Agent CallsF-16
 Non-ACD CallsF-17
 VDN Skill PreferencesF-17
G Operation Details for the Route-to Command G-1
n Introduction  G-1
H Detailed Call Flow for Converse—VRI Calls H-1
n Introduction  H-1
n Converse Call Placement  H-2
n Data Passing  H-3
n VRU Data Collection H-6
n Script Execution  H-7
n Data Return  H-7 
						

							Contents
xviiiIssue  4   September 1995 
n Script Completion  H-9
n DEFI NI TY Switch Data Collection H-10
I Security Issues I-1
n Introduction  I-1
n Remote Access  I-1
 Front-Ending Remote  Ac c ess I-2
 Replacing Remote Ac cess I-2
n EAS  I-3
n Vector Initiated Service Observing Security  I-3
J Setting Up a Call Center J-1
n Introduction  J-1
n Call Vectoring/Non-EAS Option  J-2
n Call Vectoring/G3 EAS Option J-10
K Converting a Call Center to EAS K-1
n Introduction  K-1
n  St e p   1 :  P r e - EA S  C u t o v e r
Administration for the G3V2 (or later)
Switch K-2
n Step 2: Pre-EAS Cutover Administration for CMS  K-6
n Step 3: Pre-EAS Cutover Administration for AUDIX K-6
n  St e p   4 :  P r e - EA S  C u t o v e r
Administration for Messaging Server K-7
n Step 5: Pre-EAS Cutover Administration for ASAI  K-7
n Step 6: EAS Cutover  K-7 
						

							Contents
Issue  4   September 1995xix
L V4 Feature Availability L-1
M Improving Performance M-1
n Introduction  M-1
n Looping Examples M-3
 Audible Feedb ac k M-3
 Lookahead Interflow M-4
 Check Backup M-6
n Other Examples M-8
 After Business Hours M-8
 Lookahead Interflows M-9
n Relative Processing Cost of Vector Commands  M-11
N Call Vectoring System Parameters N-1
n G3iV1.1 and G3V2 System Parameters N-1
n G3V3 System Parameters  N-2
n G3V4 System Parameters  N-3
GL Glossary GL-1
IN Index IN-1 
						

							Issue  4   September 19951-1  
1
About This Document
Feature Availability
Call Vectoring is available with all Generic 3 releases. Many of the features 
discussed in this manual are only available with later releases of the DEFI NI TY 
switch. Some are optional features and must be purchased separately. See 
Appendix L for information about the availability of Call Vectoring features.
What is Call Vectoring?
NOTE:
Samp le vectors are provided throughout this manual. These vectors are 
designed to illustrate vectoring features and capabilities. Because they are 
simplified to clearly demonstrate specific features, they are not complete 
and should not be used without modification at your call center. 
Call Vectorin g provides DEFINITY  Generic 3 users with a highly flexible 
approach for managing incoming call traffic to the DEFI NI TY Generic 3 switch. 
By using a series of user-defined commands, you can direct or route internal and 
network calls as desired and thereby determine how these calls are processed. 
Calls can be d irected to on- or off-network d estinations, to Automatic Call 
Distribution (ACD) a gents, or to various treatments.Call Vectoring also can be 
used in conjunction with CallVisor ASAI. 
						

							About This  Document
1-2Issue  4   September 1995
Call Vectoring works hand in hand with and, more imp ortantly, enhances 
traditional ACD call processing, which may be illustrated as follows:
1. Dialed Number Identification Service
2. Direct Inward  Dialing
Figure 1-1. Traditional ACD Call Processing
As Figure 1-1 illustrates, the traditional ACD  approach is rather limited in the way 
it handles queued calls (that is, all calls within a specific queue receive identical 
announcements, intraflow p arameters, etc.). Call Vectoring, on the other hand, is 
flexible in that it p ermits unique treatments for each call according to a number of 
factors, including the number the caller dials, the numb er the caller calls from, 
the numb er of calls in queue, and the time of day and/or day of the week. This 
even a p plies to all calls that are ultimately handled by the same agent group.
Call Vectoring is comprised of three basic components, including:
nVector Directory Numb ers
nVectors
nVector commands
ACD SPLIT
CALL QUEUE
IDENTICAL
CALL TREATMENTS
FOR:
Time of Day
Announcements
Intraflow
Interflow
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