ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Insurance Agency/Service Agenc y
Issue  4   September 1995
11-13
Step 1 queues the call to the main sp lit. If the main split is currently answering 
calls within the target time of 30 seconds Step 2 bypasses all of the backup splits 
and goes directly to the announcement in Step 6. The assumption is that the call 
will be handled by split 10 within the time constraints. However, if the call is not 
answered by the time vector processing reaches Step 8, the backup sp lits are 
checked at that time. 
If the rolling ASA for the main split is greater than 30 seconds, Steps 3, 4, and 5 
check backup sp lits. The call is queued to any of these splits that have a rolling 
ASA of 30 seconds or less. If the call still is not answered by the time vector 
processing reaches Step 8, then the backup splits are checked again.
The following vector could be used to route claims calls by area code.
Figure 11-7. Example 6: Claims Vector
Each Vector Routing Table referred to in Figure 11-7 c ontains a list of area codes 
with the “ +” wildcard. Each list of area codes is handled by a specific group of 
agents. Vectors 21 through 27 queue calls to the appropriate group of agents. 
Vector 30 provides a live agent to screen calls that have area codes not listed in 
any ta ble or vector step. It also provides access to an agent when ANI is not 
available and the caller has not entered an area code when prompted.
      VDN 1002 -- Claims Calls
1. goto step 10 if ani = none
      2. goto vector 21 if ani = 201+
      3. goto vector 22 if ani = 212+
      4. goto vector 23 if ani in table 1
5. goto vector 24 if ani in table 2
      6. goto vector 25 if ani in table 3
7. goto vector 26 if ani in table 4
8. goto vector 27 if ani in table 5
9. goto vector 30 if unconditionally
10. wait-time 0 seconds hearing ringback
11. collect 3 digits after announcement 10001 (“Please dial your area
code”)
12. goto vector 30 if digits = none
13. goto vector 21 if digits = 201+
14. goto vector 22 if digits = 212+
15. goto vector 23 if digits in table 1
16. goto vector 24 if digits in table 2
17. goto vector 25 if digits in table 3
18. goto vector 26 if digits in table 4
19. goto vector 27 if digits in table 5
20. goto vector 30 if unconditionally 
						

							Call Vectoring Applications
11-14Issue  4   September 1995
The following vector will notify customer service callers of their exp ected wait 
time unless they will not have long to wait
Figure 11-8. Example 6: Customer Service Vector
In step 1, callers who would wait more than 10 minutes are routed to a “call back 
later announcement.” Step 4 routes callers to a Conversant VRU to be given the 
expected wait time announcement while they hold their place in queue.
The following vectors can be used to regulate the num ber of calls to service 
agency clients. In this example, Client 1 has contracted for 100 simultaneous 
calls while client 2 has contracted for only 50 simultaneous calls.
Figure 11-9. Example 6: Service Agency Clients Vectors
      VDN 1003 -- Customer Service Calls
1. goto step 10 if expected-wait for split 32 pri l > 600
      2. queue-to main split 32 pri l
      3. wait-time 20 seconds hearing ringback
      4. goto step 8 if expected-wait for call > 40
      5. announcement 1100
      6. wait-time 40 seconds hearing music
      7. goto step 5 if unconditionally
      8. converse-on split 80 pri l passing wait and none
9. goto step 5 if unconditionally
10. disconnect after announcement 1400
      VDN 1004-- Client 1 Calls
1. goto step 3 if counted-calls to vdn 1004 
						

							Warranty Service (with EAS)
Issue  4   September 1995
11-15
In both vectors the first step routes calls to queue if the numb er of  contracted 
calls is not exceeded. Otherwise callers receive b usy signal.
Warranty Service (with EAS)
Examp le 7 deals with a major appliance company that offers one year warranties 
and extended warranties on its major appliances (dishwashers, refrigerators, 
washers, and dryers).  The warranties are printed in English and Spanish to 
accommodate customers who speak and understand these languages. 
Naturally, callers need to speak with someone who is familiar with the ap p liances 
they have bought and who speaks the appropriate language.   Ac cordingly, 800 
numbers are provided for calling English-speaking agents as well as Spanish-
speaking agents. Bilingual agents with Spanish-speaking Skills are hired so that 
they  can  back up the  groups of English-speaking agents. Agents are trained first 
on all a p pliance models of a certain type and then on all app liance models for a 
room (such as the kitchen, the laundry room, etc).
The following Skills are needed for the warranty service call center:
Table 11-3. Skill Table for the Warranty Service Call Center
Appliance English Spanish
Type Skill # Skill #
Kitchen Appliances 10 20
Dishwashers 11 21
Refrigerators 12 22
Laundry Ap pliances 30 40
Washers 31 41
Dryers 32 42
Supervisors 100 
						

							Call Vectoring Applications
11-16Issue  4   September 1995
The VDN Skill Preferences are set up as follows:
Table 11-4. VDN Skill Table for the Warranty Service Call Center
VDN - Skill Preferences
English Spanish
Dish-
washerRefrig Washe
rDryer Dish-
washerRefrig Washe
rDryer
VDN:
1100VDN:
1101VDN:
1102VDN:
1103VDN:
1200VDN:
1201VDN:
1202VDN:
1203
1st:11 1st:12 1st:31 1st:32 1st:21 1st:22 1st:41 1st:42
2nd:10 2nd:10 2nd:30 2nd:30 2nd:20 2nd:20 2nd:40 2nd:40
3rd:20 3rd:20 3rd:40 3rd:40 3rd: 3rd: 3rd: 3rd: 
						

							Warranty Service (with EAS)
Issue  4   September 1995
11-17
The agent Skills are set up as follows:
Once Skills are assigned to VDNs and to agents, calls are directed to the 
appropriate vector.
The goal of the warranty service call center is to answer 80 percent of the 
incoming calls within 20 seconds. Accordingly, if a call d irected to a vector is not 
answered b y the time the announcement finishes, a second group of agents is 
viewed, thus enlarging the a gent p ool. If the call is not answered within the 
following 10 se conds, a third group of agents is viewed.
Since the call center has only a few bilingual agents, the center’s management  
wants to reserve these agents for Spanish-speaking callers. This can b e d one b y 
giving Spanish-speaking callers a higher priority in the vector or by assigning a 
higher priority to Spanish Skills.  Also, if a Spanish-sp eaking caller waits more 
than 30 seconds for service, a supervisor of the Spanish-speaking Skills takes 
the calls.
The following two figures illustrate the setup  for the warranty service c all service. 
Specifically, the figures show the vectors and call flows for callers with a broken 
washer or dryer. Separate vectors are used to provide an announcement in 
Spanish and in English (see Step 2).  The same two vectors can be used for 
callers with broken dishwashers and refrigerators.
The first figure shows how the c all comes into the network and is then directed to 
the appropriate VDN, which in turn points to the appropriate vector.  For each 
VDN, the corresponding VDN Skills are indicated.
Table 11-5. Agent Skills for the Warranty Service Call Center
Agent Skills
Agent Primary Secondary
Jan 42 40 41 30
Judy 100 -- -- --
Sam 31 -- -- --
Sue 32 -- 30 -- 
						

							Call Vectoring Applications
11-18Issue  4   September 1995
Figure 11-10. Example 6: Warranty Service Call Center (Part 1)
The second figure shows how the vector-processed call is directed to the 
ap propriate call queue.  The figure also shows how the call is d irected to the 
appropriate agent(s). The a gent Skills are indicated below each agent’s name. 
Dashed lines indicate b ackup or secondary Skills.
NOTE:
Only a small sample of a gents is shown in this figure.
VECTOR 2:
1. queue-to main skill 1st pri m
2. announcement 1250
3. check-backup skill 2nd pri h if unconditionally
4. wait-time 10 secs hearing music
5. check-backup skill 100 pri m if unconditionally VECTOR 1:
1. queue-to main skill 1st pri m
2. announcement 1150
3. check-backup skill 2nd pri m if unconditionally
4. wait-time 10 secs hearing music
5. check-backup skill 3rd pri m if unconditionally
---
---
---NETWORK
VDN 1203
Dryer-Spanish
skill: 42, 40VDN 1103
Dryer-English
Skills: 32, 30, 40VDN 1202
Washer-Spanish
Skills: 41, 40VDN 1102
Washer-English
Skills: 31, 30, 40
Caller with
broken washer
or dryer 
						

							Warranty Service (with EAS)
Issue  4   September 1995
11-19
Figure 11-11. Example 6: Warranty Service Call Center (Part 2)
Let’s assume that a Spanish-speaking caller has a broken dryer and decides to 
c all the warranty service call center.  In such a case, the caller dials the 
appropriate number. The call then enters the network (switch) and is d irected to 
VDN 1203, which points to Vector 2.  As illustrated earlier, VDN Skill preferences 
42 (dryers) and 40 (laundry appliances) are administered as the 1st and 2nd Skill 
preferences, respectively, for VDN 1203. (Recall also that these preferences are 
actually subpreferences under the Skill ‘‘Spanish.’’)
Once vector processing starts, the 
queue-to main skill command in Step 1 of 
Vector 2 queues the call to the Skill g roup corresponding to the first VDN Skill 
(42-Dryers Bilingual).  If an agent with Skill 42 (Jan, for example) is available, this 
agent answers the call.  If such an agent is not available, the appropriate delay 
announcement in Step 2 is played.  Thereafter, the 
check backup skill c ommand 
in Step 3 attempts to queue the call to the Skill group corresponding to the 2nd 
VDN Skill (40-Laundry Ap pliances Bilingual). Accordingly, if an agent with Skill 
40 is available (Jan, for example), that particular agent answers the call. 
Otherwise, as a last resort, a wait p eriod is provided in Step 4, and the 
check 
backup skill
 command in Step 5 checks the specific Skill (100-Supervisors 
Bilingual) for available agents.
VECTOR 2:
1. queue-to main skill 1st pri m
2. announcement 1250
3. check-backup skill 2nd pri h if unconditionally
4. wait-time 10 secs hearing music
5. check-backup skill 100 pri m if unconditionally VECTOR 1:
1. queue-to main skill 1st pri m
2. announcement 1150
3. check-backup skill 2nd pri m if unconditionally
4. wait-time 10 secs hearing music
5. check-backup skill 3rd pri m if unconditionally
Skill 40
Laundry
Room
Bilingual Skill 30
Laundry
Room
Eng. Skill 32
Dryers
Eng.Skill 41
Washers
Bilingual Skill 31
Washers
Eng.
AGENT
QUEUES CALL
QUEUES100
1st3rd2nd
2nd
1st1st 1st
Skill 100
Supervisors
Bilingual Skill 42
Dryers
Bilingual
---
---
---- - -
- - - - - - - - -
O  O
Sue:
32P, 30S
---
---
---- - -
- - - - - - - - -
O  O
Jan:
42P, 40P, 30S
---
---
---- - -
- - - - - - - - -
O  O
Judy:
100P
---
---
---- - -
- - - - - - - - -
O  O
Sam:
31P 
						

							Call Vectoring Applications
11-20Issue  4   September 1995
Resort Reservation Service (with EAS)
Examp le 8 deals with a resort c ompany that p laces a variety of a ds in magazines 
for information on a particular resort or state. Callers resp onding to these ads can 
dial one of several numbers provided in the a d. A call center makes the 
reservations for the resort company.  To satisfy one request voiced by many 
callers to the service, an effort is made to have callers connected to an agent 
who has visited the resort they are interested in visiting.  Also, the resort 
company has determined it is easier to sell additional sightseeing packages if 
the agent has a regional accent.
Placing the Reservation
To resp ond to an ad, the caller can dial a number that directly routes him or her 
to a VDN for that state’s resorts.  As an alternative, the caller can dial the general 
number for the resort chain and be serviced via Call Promp ting.  The following 
sections discuss these methods.
Specific Number Dialing
The call center is set up in such a way  that a VDN with an accompanying set of 
VDN Skill Preferences is assigned to each state that has a resort. For  example, 
the following Skill Preferences are assigned to Texas VDN 3222:
The following figure shows how a call to VDN 3222 can be processed vis-a-vis 
Call Vectoring: Table 11-6. VDN 3222 Skill Preferences Assignments for the 
Resort Reservation Service
Texas VDN 3222 - Skill Preferences
1st: 30 Ag ent who has a Texas accent and has visited resorts 
in Texas
2nd: 31 Ag ent who has visited resorts in Texas
3rd: 130 Any agent who can take a reservation 
						

							Resort Reservation Service (with EAS)
Issue  4   September 1995
11-21
Figure 11-12. Example 7A: Process Involving Specific Number 
Dialing
For this process, a single VDN for each state is assigned to Vector 2.  
Accordingly, our diagram shows the VDN and the associated VDN Skills for two 
states: Texas and New Mexico.
Let’s assume that a caller would like information on resorts in Texas and dials the 
appropriate number (for example, 615-3222).  In such a case, the call enters the 
switch and is directed to VDN 3222, which points to Vector 2.
Once vector processing starts, the 
queue-to main skill command in Step 1 
queues the call to the Skill group corresponding to the 1st VDN Skill (30-Agent 
with Texas a c cent who has visited resorts in Texas). If an agent with Skill 30 is 
available, this agent answers the call. If such an agent is not available, the 
check-backup skill command in Step 3 attempts to queue the call vis-a-vis the 
stated conditions (if calls-queued <  15) to the Skill group corresponding to the 
2nd VDN Skill (31-Agent who has visite d resorts in Texas). If Step 3 fails, the 
check-backup skill command in Step 5 attempts to queue the call vis-a-vis the 
stated conditions (if the oldest-call waiting <  10) to the Skill group corresponding 
to the 3rd VDN Skill (100-Any agent who can take a reservation).
General Number Dialing
This option allows the caller to dial the general number provided (for example, 
615-3111).  The caller is then serviced in part via Call Promp ting .
The following figure shows how a call to VDN 3111 can be processed vis-a-vis 
Call Vectoring:
Internal Call
TransferISDN/DNIS
Ad response
VDN 3222 Texas
Skill Pref 1: 30
Skill Pref 2: 31
Skill Pref 3: 130
Internal Call
TransferISDN/DNIS
Ad response
VDN 3244 NM
Skill Pref 1: 70
Skill Pref 2: 71
Skill Pref 3: 130
Vector 2:
1. queue-to main skill 1st pri m
2. wait-time 5 secs hearing ringback
3. check-backup skill 2nd pri m if
calls queued 
						

							Call Vectoring Applications
11-22Issue  4   September 1995
Figure 11-13. Example 7B: Process Involving General Number 
Dialing
After the number is dialed, the call is directed to VDN 3111, which points to 
Vector 1.  Note there are no Skill Preferences assigned to VDN 3111. Also, VDN 
3111 is the only VDN administered to p oint to Vector 1.  Therefore, this VDN is 
used for calls from all states.
The 
collect digits command in Step 2 of the previous vector first requests the 
caller to enter the appropriate 2-d igit state c o de and then collects the digits.  
Let’s assume that the caller enters the correct c o de for Texas, which is ‘‘05.’’  In 
such a case,  the 
converse-on skill command in Step 3 delivers the call to the 
converse Skill if there is a queue for the Skill and the queue is not full, or if a VRU 
port is available.
NOTE:
The converse-on command is discussed in Chapter 4.
When the VRU port responds, the step then outpulses the state code ‘‘05’’ to the 
VRU via the 
passing digits parameter included in the command.  Once the VRU 
receives this state c o de, the VRU in turn outpulses the Texas VDN (3222) to the 
switch.  Thereafter, the 
collect digits command in Step 4 collects the d igits 
comprising this VDN.  Finally, the 
route-to digits command in Step 5 routes the 
call to Texas VDN 3222, which points to Vector 2 (illustrated in the previous 
section).
Call-Back Provisions
After a caller makes a reservation for a resort site, the caller is given a call-back 
number.  Such a numb er is helpful if the caller needs more information or would 
like to check on some arrangement that was previously ma de. The following 
figure illustrates one approach for enabling call-back provisions:
. . .
TX=3222VRU
NM=3244
VDN 3111
Skill Pref 1: none
Skill Pref 2:
Skill Pref 3:
I SDN/DNIS
General Number
Vector 1:
1. wait-time 0 secs hearing ringback
2. collect 2 digits after announcement
1000 (``Please enter a 2-digit state code.)
3. converse-on skill 20 pri l passing digits
and none
4. collect 4 digits after announcement 1001
(from the VRU)
5. route-to digits with coverage n
T/R
. . . state VDN=
Texas 3222
New Mexico 3244