ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Vector Exercises
Issue  4   September 1995
11-23
Figure 11-14. Example 7C: Call-Back Provisions
After the number is dialed, the call is directed to VDN 3333, which points to 
Vector 3.  Note there are no Skill Preferences assigned to VDN 3333. Also, VDN 
3333 is the only VDN administered to point to Vector 3.  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 his or her 5-digit reservation number and then collects the digits. 
Once the digits are collected, the 
adjunct routing command (if successful) in 
Step 3 causes the switch to send the collected digits (along with other 
information) to the host in the ASAI adjunct routing request. The host then uses 
these digits to perform a database lookup for the agent who made the 
reservation and the resort corresponding to the reservation. If the agent is 
currently logged in, the call is automatically routed to the agent. Once this 
happens, information on the relevant reservation is displayed at the agent’s data 
terminal, thus p roviding quicker and more personal service. On the other hand, if 
the agent is not logged in, the call is routed to Step 5, where the 
route to 
command unconditionally routes the call to the VRU VDN 3111 (discussed in the 
General Numb er Dialing section’).
Vector Exercises
This section presents several typical business world scenarios involving 
telephone usage, and it shows how to write one or more vectors to handle each 
of these scenarios.
Note that the vectors presented here are intended to be ‘‘suggested solutions.’’  
The customer should take into account his or her requirements and budget in 
selecting and/or writing vectors.
Host
Database
Lookup-
Adjunct
Routing
Application ASAI
VDN 3333
Skill Pref 1: none
Skill Pref 2:
Skill Pref 3:
ISD N/DNIS
Call back
Vector 3:
1. wait-time 0 secs hearing ringback
2. collect 5 digits after announcement
4000 (``Please dial your 5-digit reservation
number.)
3. adjunct routing link 1111
4. wait-time 10 secs hearing ringback
5. route-to number 3111 with cov n if
unconditionally (VRU VDN)
No reservation
Go prompt for stateStates VDN
if agent unstaffed Agent or 
						

							Call Vectoring Applications
11-24Issue  4   September 1995
NOTE:
Exercise 1 in this section presents two solutions, one of which involves Call 
Promp ting, which is discussed in Chapter 5.
Exercise 1:  Emergency and Routine Service
Write a vector that does the following:
nDelivers the following message to handle emerg ency calls:  We are aware 
of the power outage in the northeastern part of the city.  Crews have been 
dispatched. If you are calling for other reasons, please hold to see if an 
operator is available.
nEnables the caller to speak with an agent (if available) concerning a 
nonemergency matter.
Suggested Solution 1:
Figure 11-15. Emergency and Routine Service (Call Vectoring 
Option)
In Step 2 of this vector, the 
announcement command provides the caller with the 
appropriate emergency information, and it invites the caller to hold if he or she 
wishes to speak with an operator on another matter. If the caller holds, the caller 
hears several seconds of ringback p rovided b y the 
wait-time command in Step 3. 
Thereafter, the 
g oto step command in Step 4 checks whether there are more 
than 20 calls queued in split 1. If so, a branch is made to Step 10, where the 
disconnect after announcement command first informs the caller that the call 
cannot be serviced at this time and then drops the call. On the other hand, if 20 
or fewer calls are queued to split 1, the call is queued to the s plit b y the 
queue-to 
main split
 command in Step 5. Thereafter, unless the call is answered, feedback 
in the form of music is provided by Step 6 and an announcement urging the 
      1. wait-time 0 seconds hearing ringback
      2. announcement 4100 (We are aware of the  
         power outage in the northeastern part of the city.
         Crews have been dispatched.  If you are calling for
         other reasons, please hold to see if an operator
         is available.)
      3. wait-time 2 seconds hearing ringback
      4. goto step 10 if calls-queued in split 1 pri l > 20
      5. queue-to main split 1 pri l
      6. wait-time 6 seconds hearing music
      7. announcement 4200 (We’re sorry.  All of
         our operators are busy.  Please hold.)
      8. wait-time 10 seconds hearing music
      9. goto step 7 if unconditionally
     10. disconnect after announcement 4200 (We’re
         sorry.  All of our operators are busy at the moment.
         Please call back at your convenience.) 
						

							Vector Exercises
Issue  4   September 1995
11-25
caller to hold is provided by Step 7. After another wait with music  period (if 
necessary) provided by Step 8, the 
g oto step command in Step 9 b ranches back 
to the aforementioned “ p lease hold” announcement in Step 7. The resulting 
“announcement-wait”  loop (Steps 7 through 9) is then repeated until either an 
agent answers the call or the caller hangs up.
Suggested Solution 2:
Figure 11-16. Emergency and Routine Service (Call Vectoring and 
Call Prompting Option)
Suggested Solution 2 involves both Call Vectoring and Call Promp ting .  Also, it 
involves two vectors instead of just one vector, and it assumes the caller has a 
touch-tone telephone.
The announcement portion of the 
collect digits after announcement command in 
Step 2 of Vector 30 first provides the caller with the a ppropriate emergency 
information.  It then invites the caller to press ‘‘1’’ if the caller is calling for some 
other reason. If this is not the case, it finally suggests that the caller hang up.
First, let’s assume the caller wants to hold the line but enters the incorrect touch-
tone digit (‘‘2,’’ for example). In such a case, the 
route-to number command in 
Step 3 attempts to route the call to VDN extension 1031 a ccording to the entered 
d i git.  However, b e cause a number other than ‘‘1’’ has been entered, the call is 
not route d to the VDN extension. Instead, control is passed to Step 4, where the 
VDN (extension=1030   name=Hub   vector=30)
Vector 30:
      1. wait-time 0 seconds hearing ringback
      2. collect 1 digits after announcement 3000
         (We are aware of the power outage in the northeastern
         part of the city.  Crews have been dispatched.  If
         you are calling for other reasons, please press 1.
         Otherwise, please hang up now.)
      3. route-to number 1031 with cov y if digit = 1
      4. announcement 3100 (Entry not understood.  Please
         try again.)
      5. goto step 2 if unconditionally
VDN (extension=1031   name=Service   vector=31)
Vector 31:
      1. announcement 4000 (Please hold.  We will
         try to connect you to an operator.)
      2. wait-time 2 seconds hearing ringback
      3. goto step 9 if calls-queued in split 1 pri l > 20
      4. queue-to main split 1 pri l
      5. wait-time 6 seconds hearing music
      6. announcement 4200 (We’re sorry.  All of
         our operators are busy.  Please hold.)
      7. wait-time 10 seconds hearing music
      8. goto step 6 if unconditionally
      9. disconnect after announcement 4200 (We’re
         sorry.  All of our operators are busy at the moment.
         Please call back at your convenience.) 
						

							Call Vectoring Applications
11-26Issue  4   September 1995
announcement c ommand first informs the caller of the input error and then invites 
the caller to try again.  Thereafter, the 
g oto step command in  Step 5 
unconditionally sends control back to Step 2, where the 
collect digits command 
ultimately collects the digit entered by the caller.  The digit-input loop (Steps 2 
through 5) continues for as long as the caller enters an incorrect digit.
On the other hand, let’s assume that the caller correctly enters the digit ‘‘1’’ as 
requested b y the 
c ollect digits command in Step 2.  In such a case, the route-to 
number
 command in Step 3 sends control to the vector whose VDN extension is 
‘‘1031’’ (that is, to Vector 31).  Thereafter, the call is processed almost identically 
to the procedure exp lained in Suggested Solution 1.
Exercise 2:  Late Caller Treatment
Your customer’s ACD is staffed by union agents.  The latest union agreement 
stipulates that these agents are free to leave promptly at 5:00 P.M. However, you 
are concerned about the callers who will call shortly before 5:00 P.M. on any 
given d ay and find themselves waiting in q ueue (and, in effect, ignored) after the 
top of the hour.
Write a vector that warns late callers that their call may not be serviced.  
(Business hours are from 8:00 A.M. to 5:00 P.M., Monday through Friday.) 
						

							Vector Exercises
Issue  4   September 1995
11-27
Suggested Solution:
Figure 11-17. Late Caller Treatment
This vector provides sp ecific treatment for calls coming into the switch after 
working hours, during the weekend, or as the working day comes to a close.
The 
g oto step command in Step 1 checks whether the call is b eing p laced during 
nonworking hours during the week (that is, between 5:00 P.M. and 8:00 A.M. on 
any day of the week). If the call is being placed at this time, a branch is made to 
Step 15, where the 
disc onnect after announcement command first informs the 
caller that the office is closed and then drops the call.  On the other hand, if the 
call is not being placed at this time, control is passed to Step 2, where another 
goto step command checks whether the call is being placed during ‘‘weekend’’ 
hours (that is, between 5:00 P.M. Friday and 8:00 A.M. Monday). If so, a branch 
is made to Ste p 15, as is the case for a failure of the 
g oto step command in Step 
1. On the other hand, if the call is not being placed at this time, control is passed 
to Ste p 3.
The 
goto step command in Step 3 checks for the number of calls in split 1. If 
more than 20 calls are queued to split 1, control is passed to Step 16, where the 
disconnect after announcement command first informs the caller that the call 
cannot be serviced at this time and then disconnects the call.  On the other hand, 
      1. goto step 15 if time-of-day is all 1700 to all 0800
      2. goto step 15 if time-of-day is fri 1700 to mon 0800
      3. goto step 16 if calls-queued in split 1 pri l > 20
      4. queue-to main split 1 pri l
      5. goto step 10 if time-of-day is all 1645 to all 1700
      6. wait-time 20 seconds hearing ringback
      7. announcement 100 (We’re sorry, all of our
         agents are busy...Please hold...)
      8. wait-time 998 seconds hearing music
      9. stop
     10. announcement 200 (It is almost closing time.
         We will try to service you before we close for the day.
         However, if we are unable to do so, please call back
         at your convenience between 8:00 A.M. and 5:00 P.M.,
         Monday through Friday.)
     11. wait-time 30 seconds hearing music
     12. goto step 14 if time-of-day all 1700 to all 1710
     13. goto step 11 if unconditionally
     14. disconnect after announcement 300 (We’re
         sorry, our office is now closed.  Please call back  
         at your convenience between 8:00 A.M. and 5:00 P.M.,
         Monday through Friday.)
     15. disconnect after announcement 400 (We’re
         sorry, our office is closed.  Please call back at 
         your convenience between 8:00 A.M. and 5:00 P.M.,
         Monday through Friday.)
     16. disconnect after announcement 500 (We’re
         sorry, we cannot service your call at this time.
         Please call back at your convenience between
         8:00 A.M. and 5:00 P.M., Monday through Friday.) 
						

							Call Vectoring Applications
11-28Issue  4   September 1995
if 20 or fewer calls are q ueued to split 1, control is passed to Step 4, where the 
queue-to main split command queues the call to split 1.
Control is then passed to Step 5, where the 
g oto ste p command checks whether 
the current time is any time between 4:45 P.M. and 5:00 P.M. inclusive (or, in 
other words, very close to [if not] closing time).  If the current time d oes not fall 
within this clock range, the 
wait-time command in Step 6 provides the caller with 
20 seconds of ringback. Thereafter, the 
announcement c ommand in Ste p 7 p lays 
the appropriate ‘‘hold’’ message, and the 
wait command in Step 8 provides the 
caller with 998 seconds of music. Finally, the 
sto p command in Step 9 halts 
vector processing, and the call remains in queue until either the a gent answers 
the call or the caller hangs up.
On the other hand, if the current time is any time between 4:45 P.M. and 5:00 
P.M., inclusive when Step 5 is execute d, a branch is made to Step 10, where the 
appropriate ‘‘late caller’’ announcement is provided to the caller.  Thereafter, the 
wait command in Step 11 provides the caller with 30 seconds of music.  Control 
is then p assed to Step 12, where the 
goto step command checks whether the 
time is currently any time between 5:00 P.M. and 5:10 P.M., inclusive.  If so, 
control is passed to Ste p 14, where the 
d isconnect after announcement 
command first informs the c aller that the office is now closed and then invites the 
caller to call b a ck at the a p propriate time before finally disconnecting the call.  
On the other hand, if the time is currently not between 5:00 P.M. and 5:10 P.M. 
inclusive, control is passed to Step 13, where the 
g oto ste p command branches 
back to the 
wait-time command in Step 11.  The resulting loop consisting of 
Steps 11 through 13 is repeated for as long as the time is between 5:00 P.M. and 
5:10 P.M. inclusive, or until  the  caller hangs up.  Once Step 12 is executed at 
least a second after 5:10 P.M., control is p assed to Step 14 as described 
previously.
Exercise 3:  Messaging Option
Write a vector that:
nDoes the following if the oldest call waiting has been in queue longer than 
75 seconds:
— Sends the call to AUDIX (if  possible)
— Delivers to the caller the following personalized AUDIX message:  
All of our Me gaSports agents are busy...Please leave you name 
and telephone number.
nPlays for the caller 30 seconds of ringback
nPlays for the caller (after the ringb a ck) an announcement followed by 
music 
						

							Vector Exercises
Issue  4   September 1995
11-29
Suggested Solution:
Figure 11-18. Messaging Option
The 
goto step command in Step 1 of this vector checks whether the oldest call 
waiting in split 50 has been waiting for 75 seconds or more. If so, control is 
passed to Step 8, where the 
announcement c ommand first informs the c aller that 
all the agents are b usy and then invites the caller to either call back at the 
appropriate time or leave a recorded message for the agent. If the caller elects to 
leave a message, the 
messaging split command in Step 9 is executed. Upon 
execution of the 
messaging split command, an attempt is made to connect the 
caller to AUDIX so that he or she can leave a recorded message. If the split 
queue is full, or if the AUDIX link is d own, termination to AUDIX is unsuccessful, 
and vector processing continues at the next vector step, which (as is the case 
here) usually contains an announcement that provides the caller with the 
appropriate apology and subsequent directives. If the caller is su ccessfully 
connected to AUDIX, vector processing terminates, and a message may be left 
for the specified mailbox (4000, in this case.)
Returning to Step 1, if on the other hand the oldest call waiting in sp lit 50 has 
been waiting fewer that 75 seconds, control is passed to Step 2, where another 
goto step command checks for the number of calls in split 50. If more than 20 
calls are queued to split 50, control is passed to Step 8.  Thereafter, the 
procedure for the messaging option provided in the previous paragraph is 
implemented.  On the other hand, if there are 20 or fewer calls waiting in split 50, 
control is passed to Step 3, where the 
queue-to main sp lit command queues the 
call to the split.  Thereafter, the obligatory 
wait-time and announcement steps 
(Steps 4 through 6) are executed, followed by the 
sto p step (Step 7).
      1. goto step 8 if oldest-call-wait in split 50 pri l > 74
      2. goto step 8 if calls-queued in split 50 pri l > 20
      3. queue-to main split 50 pri l
      4. wait-time 30 seconds hearing ringback
      5. announcement 1000 (All of our MegaSports
         agents are busy...Please wait...)
      6. wait-time 998 seconds hearing music
      7. stop
      8. announcement 2000 (We’re sorry, all of our
         MegaSports agents are busy.  If you’d like to leave a
         message, please do so after the tone.  Otherwise, please
         call back between 8:00 A.M. and 5:00 P.M, Monday through
         Friday. Thank you.)
9. messaging split 20 for extension 4000
10. disconnect after announcement 2050 (We’re sorry, we are unable
         to take your message at this time.  Please call back
         between 8:00 A.M. and 5:00 P.M., Monday through Friday.
         Thank you.) 
						

							Issue  4 Septemb er 1994A-1 
A
Call Vectoring Commands
Introduction
This a p pendix is intended to provide various information a bout the commands 
used within Call Vectoring. Specifically, the following information is presented:
nTable that contains a brief description of each command’s function and 
also the appendix page where the command can be referenced.
nTable that identifies the commands available in Basic Call Vectoring 
and/or Call Promp ting .
nJob aid tables that graphically illustrate how to use the Call Vectorin g 
commands.
nManual p a ge directory that details the purpose and function of the Call 
Vectoring commands and also any relevant interactions involving the 
commands.
nTable that summarizes the criteria for the success/failure of the Call 
Vectoring commands. 
						

							Call Vectoring Commands
A-2Issue  4 Septemb er 1994 
Command Description/Reference
The following ta ble provides a brief description of the function of each of the Call 
Vectoring command. Also included is the page where the c ommand is described 
in full.
Table A-1. Command Description/Reference Table
Command Function Page
adjunct routingTo request a djunct to route call. p age A-15
announcementTo connect caller to delay recording. page A-22
busy   To connect caller to busy tone. p age A-24
check-backup split 
(skill)To connect/queue call on a conditional 
b asis.page A-26
collect digitsTo prompt caller for d i gits. p age A-31
converse-on split 
(skill)To deliver a call to a converse s plit (skill)  
and to activate a Voice Response Unit 
(VRU).page A-35
disconnectTo force disconnect of call with optional 
announcement.page A-46
goto stepTo cause unconditional/conditional 
b ranch to another step in the vector. page A-48
goto vectorTo cause unconditional/conditional 
b ranch to another vector.page A-54
messaging split 
(skill)To allow caller to leave message for 
c allback.page A-61
queue-to main split 
(skill)To connect/queue call to the primary 
s plit (skill).page A-65
route-toTo connect call to destination entered via 
c ollect digits command, or to connect 
c all to internal/external d estination.page A-69
stopTo stop further vector processing. page A-77
wait-timeTo initiate feedback to caller and delay 
p rocessing of the next step.page A-79 
						

							Command/O ption Summary
Issue  4 September 1994
A-3
Command/Option Summary
The following table indicates which Call Vectoring commands c an b e used within 
Basic Call Vectoring and/or Call Promp ting. Other options or later releases may 
be required for certain commands or functions as noted. See Appendix L for 
more details about feature availability. Note, if EAS is enabled, “skill” replaces 
“split.” 
Table A-2. Command/Option Summary Table
Command Basic Prompting Other Options Required
adjunct routingxASAI
announcementxx
busyx
check-backup split/skill if xACD
check-backup split/skill if rolling-asax x ACD; G3V4 Enhanced; 
G3V4 Advanced Routing
check-backup split/skill if expected-waitx x ACD; G3V4 Enhanced; 
G3V4 Advanced Routing
check-backup split/skill if 
oldest-call-wait prix ACD; G3V4 Enhanced
collect digitsx
converse-on split/skillx
converse-on split/skill passing waitx x ACD; G3V4 Enhanced; 
G3V4 Advanced Routing
disconnectx
goto step/vector if unconditionallyxx
goto step/vector if < condition> in 
split/skillxACD
goto step/vector if digitsx
goto step/vector if time-of-dayx
goto step/vector if oldest-call-wait prix ACD; G3V4 Enhanced
goto step/vector if rolling-asax x ACD; G3V4 Enhanced; 
G3V4 Advanced Routing
goto step/vector if expected-waitx x ACD; G3V4 Enhanced; 
G3V4 Advanced Routing
goto step/vector if counted-callsx x G3V4 Enhanced; G3V4 
Advanced Routin g
Continued on next page