ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							What is Call Vectoring?
Issue  4   September 1995
1-3
Working together, these components direct incoming and ASAI event reports 
and requests to the desired answering destinations, and they specify how each 
call is to b e processed. Call Vectoring may be illustrated as follows:
1. Voice Response Unit
2. Dialed Number Identification Service
3. Vector Directory Numb er
Figure 1-2. Call Vectoring
As Figure 1-2 illustrates, an incoming call to the DEFINITY G3 switch with Call 
Vectoring enabled is first directed to a Vector Directory Numb er (VDN). A VDN is 
an internal telephone numb er that, in turn, directs the call to a specific call vector. 
The VDN represents the call type or category (for example, billing, customer 
service, etc.), and thus, it d efines the service d esired b y the caller. Multiple VDNs 
may p oint to the same or to different vectors, depending upon whether the 
relevant calls are to receive the same or different treatment.
The vector, which is the heart of Call Vectoring, is a set of commands that define 
the processing of a call. The typ e of processing that a call receives depends 
upon the commands included within the vector. For examp le, a call can be 
queued and then routed to another destination.
TRUNK GROUP 1
TRUNK GROUP 2
VDN3 1
VRU1 TRANSFERVDN 2
DNIS2 DIGITS
VDN 3
VDN 4
VDN 5INTERNAL CALL
VECTOR 1
VECTOR 2 
						

							About This  Document
1-4Issue  4   September 1995
Here’s an example of a vector:
Figure 1-3. Vector Example
Each individual vector can contain up to 32 command steps or instructions. 
Multiple vectors can be c hained together to extend processing capabilities or to 
process calls to the same or different answering destinations. Any number of 
calls can use the same multiple vectors and process steps independently. 
Understanding and planning your Call Center before you begin writing vectors is 
important. A planning guide is provided in Appendix J.
What is Expert Agent Selection (EAS)?
Expert Agent Selection (EAS) is a feature that allows Call Center managers to 
provide the best  possible telephone service to the caller by matching the needs 
of the caller with the Skills or talents of the a gents. Caller needs and agent Skills 
are matched via Call Vectoring. All the Call Vectoring features described in this 
guide can be used with EAS. 
Matching the call to an agent with the a ppropriate Skills reduces transfers and 
call-holding time. Accordingly, customer satisfaction is increased. Also, since an 
entire agent group need not be trained at the same time for the same Skills, 
employee satisfaction is increased.
In a d dition to matching the Skills required for a call to an agent with one of these 
Skills, EAS provides other capabilities, as follows:
nLogical Agent associates hardware (voice terminal) with an agent only 
when the agent is logg e d in. While the agent is logged in, calls to the 
Agent LoginID are directed to the agent.
nDirect Agent Calling allows a user to call a particular agent and have the 
call treated as an ACD call.
Most EAS administration can b e completed prior to enabling EAS. This minimizes 
the down time for u pgrading to EAS. EAS is desc ribed in Chapter 10.
      1. goto step 3 if calls-queued in split 9 pri l < 20
      2. busy
      3. queue-to main split 9 pri l
4. wait-time 12 seconds hearing ringback
5. announcement 2921 (“-----“)
6. wait-time 998 seconds hearing music 
						

							Call Vectoring Features
Issue  4   September 1995
1-5
Call Vectoring Features
Call Vectoring provides the following features:
nBasic Call Vectoring allows you to “ program” the type of processing that 
is given to a telephone call. You program by arranging a set of vector 
commands in the desired sequence. Depending upon the command, you 
can do the following: 
— Place the call in q ueue until an agent is available to answer the call.
— Provide a record ed information or delay announcement to the 
caller.
— Allow the caller to leave a recorded message.
— Access a Voice Response Unit (VRU) so that a script can be 
starte d.
nCall Prompting allows you to collect digits and give some call control to 
the caller. Specifically, this feature allows the caller using a touch-tone or 
an internal rotary phone to enter digits that are subsequently processed 
by the vector. Among other tasks, Call Promp ting allows the caller to d o 
the following:
— Select one or more options from a menu in order to access 
recorded information p rovided by the call center or be routed to the 
correct split or agent.
— Enter an extension to which a call can be route d.
— Provide the call center with caller entered data (such as a credit 
card number) that the center can use to process the call. This data 
also can be disp layed on the agent’s voice terminal.
nAdvanced Vector Routing allows you to route calls based on three 
a d ditional conditions:
— Rolling Average Speed of Answer for a split, skill, or VDN.
— Expected Wait Time for a split (skill) or for a call.
— The number of calls that are active in a specified VDN
nANI/II Digits Routing allows you to route calls based on:
— The caller identity (ANI) or,
— The type of line where the call was originated (II-d igits).
nLook-Ahead Interflow allows the call center to intelligently off-load some 
or all calls to another ACD switch. When this feature is enabled, a call 
arriving at a vector that is unable to handle the call (due to preset limits) 
can interflow to a switch in a remote location whenever the latter switch is 
able to receive the call. By using this feature, you can establish a “load 
balancing” of calls among multiple locations. 
						

							About This  Document
1-6Issue  4   September 1995
To use Look-Ahead Interflow, Basic Call Vectoring  and Integrated 
Services Digital Network-Primary Rate Interface (ISDN-PRI) must b e 
enabled. Private Network Access (PNA) software may also b e required.
nAdjunct Routing p rovides you with a means of evaluating calls b efore the 
calls are processed. Sp ecifically, this feature allows a DEFI NIT Y PB X to  
request instructions from an associated adjunct, which is a processor that 
performs one or more tasks for another processor (the switch, in this 
case). The a djunct makes a routing decision according to agent 
availability and/or caller information sent by the switch, and it returns the 
routing response to the switch. By using this feature, the call center 
ensures that each call is delivered to the appropriate destination.
To use Adjunct Routing,  Adjunct Switch  Ap plications Interface (ASAI) 
capabilities and Basic Call Vectoring must  be enabled. Adjunct Routing 
can also be used in conjunction with Call Promp ting and Look-Ahead 
Interflow.
Contents and Organization of the 
Guide
The DEFI NI TY Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guid e, 
555-230-520 d iscusses all facets of Call Vectoring and EAS.
The guide is organized as follows:
nOverview (Chapter 1)
nTutorial (Chapter 2)
nReference (Chapters 3 through 11, Appendices A through N)
nGlossary
nIndex
The guide first concentrates on illustrating Call Vectoring p rinciples (Chapters 1 
through 9). Chapter 10 presents a thorough discussion of EAS, which builds on 
Call Vectoring. Chapter 11 presents several Call Vectoring and EAS applications. 
Finally, the appendices, Glossary, and Index provide information and references 
to b oth Call Vectoring and EAS topics.
Intended Audience and Use of the 
Guide
The guide is intended primarily for personnel who opt to use Call Vectoring 
and/or EAS. You should use this g uide as an information source for implementing 
Call Vectoring and/or EAS. A knowledge of Automatic Call Distribution (ACD) is 
assumed. 
						

							References
Issue  4   September 1995
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The level of your expertise in Call Vectoring and/or EAS should determine how 
you use the guide. Users who are unfamiliar with Call Vectoring should read the 
overview, then study the tutorial. Users who will be using EAS should read 
Chapter 10. Users who want to learn more a bout Call Vectoring should review 
Chapters 3 through 11 in order to get a good grasp of how the Call Vectoring 
features function. Finally, advanced users of Call Vectoring and/or EAS may only 
find it necessary to periodically reference a specific appendix or two (such as 
Appendix A, which contains a set of Call Vectoring/EAS command “manual 
pages”) to get the information needed.
Users who want to set u p a Call Center (EAS and non-EAS) should read 
Appendix J, and users who want to convert a Call Center to EAS should read 
Appendix K.
References
The p u blications listed in this section should be used to supplement the 
information presented in this g uide:
nDEFI NI TY Com munications System Generic 3 Feature Description, 
555-230-204
nDEFI NI TY Com munications System Generic 3 CallVisor ASAI Technical 
Referenc e
, 555-230-220
nDEFINITY Communications System Generic 3 Version 4 Implementation, 
555-230-655 or
DEFI NI TY Com munications System Generic 3 V2/V3 Implementation, 
555-230-653
nDEFI NI TY Com munications System Generic 3 Basic Call Management 
System (BCMS)
, 555-230-704
nCentreVu™ Call Management System Release 3 Version 4 Ad ministration, 
585-215-800
CentreVu™ Call Management System Release 3 Version 4 Reports, 
585-215-801
(or previous version CMS d ocumentation that came with your system)
nGBCS Products Security Handbook, 555-025-600. 
						

							Issue  4 September 19952-1  
2
Tutorial
Introduction
This chapter is intended to provide you with a ‘‘practical start’’ in using Call 
Vectoring.  To this end, the chapter presents the basics you need to write a 
representative vector and to enter it on-line. The last section of the chapter 
summarizes the benefits of Call Vectoring, and it identifies example vectors in the 
reference section of the guide that illustrate these benefits.
Entering the Vector On-Line
A vector can be entered on-line via the following two methods:
nBasic Screen Administration (on the Manager I or G3-MA)
nCall Management System (CMS)
NOTE:
All references to CMS in this manual, unless otherwise noted, refer to CMS 
Release 2, CMS Release 3 through Version 2 or CenterVu™ CMS.
The following section discusses the Basic Screen Administration method  for 
entering a vector on-line at your DEFI NIT Y syst em . For complete details for 
creating a vector with CMS, consult the 
CentreVu™ Call Management System 
Release 3 Version 4 Administration, 
585-215-800, document (or earlier version 
CMS documents that you received with your system). 
						

							Tutorial
2-2Issue  4 September 1995
Procedures for Basic Screen Administration
Basic Screen Administration is a function of the DEFI NIT Y Com munications 
System.  A vector is entered on-line via Basic Screen Administration by 
completing the Call Vector Form. This form appears on three screens, as follows:
Figure 2-1. Call Vector Form
                                                   Page 1 of 3
                           CALL VECTOR
Number: 20         Name:________________
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 _______________
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________ 
						

							Entering the Vector On-Line
Issue  4 September 1995
2-3
Figure 2-2. Call Vector Form (Page 2 of 3)
Figure 2-3. Call Vector Form (Page 3 of 3)
                                                   Page 2 of 3
                           CALL VECTOR
12 _______________
13 _______________
14 _______________
15 _______________
16 _______________
17 _______________
18 _______________
19 _______________
20 _______________
21 _______________
22 _______________
                                                   Page 3 of 3
                           CALL VECTOR
23 _______________
24 _______________
25 _______________
26 _______________
27 _______________
28 _______________
29 _______________
30 _______________
31 _______________
32 _______________ 
						

							Tutorial
2-4Issue  4 September 1995
The following list summarizes how you can enter a vector on-line via Basic 
Screen Administration. For complete details on this process, consult 
DEFI NITY  
Communications System Generic 3 Version 4 Implementation, 
555-230-655 or 
DEFI NI TY Com munications System Generic 3 V2/V3 Implementation,
 
555-230-653.
1. Access the Call Vector Form by executing the “ c hange vector x” 
command, where 
x is a numb er between 1 and 256 [G3i] , 1 and 48 [G3s 
PBP, G3vs PBP], or 1 and 512 [G3r]. Use the “change vector” command 
either to change an existing vector, or to create a new vector.
If you are not certain of the numb er or name of a vector, enter the “list 
vector”  command to view a comp lete list of all vectors that have been 
administered for your system.
2. Assign a name to your vector by comp leting the blank next to Name. The 
vector name can contain u p to 15 alphanumeric characters.
NOTE:
The vector numb er, which appears next to Number, is automatically 
assigned by the system. 
3. Look at the next fields and note where a 
y (yes) a p pears.  These fields 
indicate the Call Vectoring  features  and  corresp onding commands you 
can use.  (The Call Vectoring features are optioned from the Customer 
Options Screen.) On the other hand, if an 
n a pp ears in one of these fields, 
you cannot use the corresponding feature. A y in one of the fields 
indicates the following.
Basic You can use the Basic Call Vectoring commands. See Chapter 
4, Basic Call Vectoring.
EAS Expert Ag ent Selection is enabled. See Chapter 10, Expert 
Agent Selection.
G3V4 
EnhancedYou can use the G3V4 Enhanced Vector Routing  commands 
and features. See  Ap p endix L, V4 Feature Availability for an 
exp lanation of which features are included with G3V4 
Enhanced Vector Routing.
ANI/II-Digits You can use the ANI and II-Digits Vector Routing commands. 
See Chapter 7, ANI and II-Digits Routing. ANI/II-Digits Routing 
requires G3V4 Enhanced Vector Routing.
ASAI Routing You can use the Adjunct Routing  command.  See  Chapter  9, 
Adjunct Routing.
Promp ting You can use the Call Prompting commands. See Chapter 5, 
Call Prompting.
LAI Look-Ahead Interflow is enabled. See  Chapter 8, Look-Ahead 
Interflow.
G3V4 Ad v 
RouteYou can use the G3V4 Advanced Vector Routing  commands. 
See Chapter 6, Advanced Vector Routing. 
						

							Constructing a Vector: One Ap proach
Issue  4 September 1995
2-5
4. Enter a maximum of 32 vector commands in the b lanks next to the step 
numbers. See  Appendix A for a complete d esc ription of all Call Vectoring 
commands.
NOTE:
You need not type every letter of each command that you enter. If 
you type just the first few letters of a command and press RETURN 
or TAB, the system spells out the entire command.
5. Save the vector in the system by pressing ENTER.
Enhanced Vector Editing (G3V4 and later
releases)
Enhanced Vector Editing allows you to insert and d elete vector steps while 
editing a vector on the switch.
To insert a vector step complete the following procedure:
1. On the vector form, press F6 (edit)
2. At the command line, type “i” followed by a space and the number of the 
step you would like to a dd. Enter the command.
3. Type the new vector ste p
When a new vector step is inserted, the system automatically renumbers all 
succeeding steps and renumb ers 
goto step references as necessary.
To delete a vector step complete the following procedure:
1. On the vector form, press F6 (edit)
2. At the command line, type “d” followed by a sp ace and the number of the 
step you would like to d elete. Enter the command.
When a vector step is deleted, the system automatically renumbers all 
succeeding steps and renumb ers 
goto step references as necessary.
NOTE:
After editing a vector, be certain to verify that the vector will work as you 
intend it to. This is particularly important if you deleted a ste p that was the 
targ et of a 
g oto step.
Constructing a Vector:  One Approach
This section is intended to provide you with one logical approach to constructing 
a vector. In so doing, the section presents a starting vector that consists of one 
step and then builds upon this vector to produce a new vector that provides 
a d ditional functions.  This ‘‘vector building’’ p rocess continues through several