ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Issue  4 September 1995I-1 
I
Security Issues
Introduction
There are a num ber of security issues vis-a-vis Call Vectoring that should be 
noted.  For example, Call Vectoring and Call Prompting can be used to help 
prevent unauthorized users from gaining access to the switch via the Remote 
Access feature. This a ppendix explains how this is d one.
NOTE:
For more information on security issues, refer to the GBCS Products 
Security Handbook
, 555-025-600.
Remote Access
Abuse of remote access on the switch is one of the main methods by which 
unauthorized users  obtain telephone services illegally. This section explains how 
a number of Call Vectoring features can be used to prevent unauthorized use of 
the DEFINITY  remote access  feature. No new development is required for any of 
these services.
Two methods are available, as follows:
nFront-ending remote access (that is, reaching the remote access 
extension via Call Vectoring)
nReplacing the function of the remote access extension by one or more call 
vectors. 
						

							Security Issues
I-2Issue  4 September 1995 
Front-Ending Remote Access
Via this method, authorized external callers are given a VDN extension to call 
instead of the remote a c cess extension, which is kept private. The corresponding 
call vector can then imp lement a number of security checks before routing 
callers to the remote access extension. Routing can be done via a 
route-to 
number
 or route-to di gits step.
The following advantages are possible via this method.
nCall Vectoring can introduce a delay before the d ial-tone is provided to the 
caller. Immediate d ial-tone is often one criterion searched for by a 
hacker’s programs when the hacker is trying to break into a system.
nA recorded announcement declaring that the use of the switch services by 
unauthorized callers is illegal and that the call is subject to monitoring 
and/or recording can be played for the caller.
nCall Promp ting c an b e used to promp t for a password. In such a case, the 
call is routed only if there is a match on the password.
nUse of the remote access extension can be limited to certain times of the 
day or certain days of the week.
nReal-time and historical reports on the use of the remote access feature 
can be accessed from BCMS and/or CMS.
nDifferent passwords can be used on different days of the week or at 
different times during the day.
nMany VDNs that call the remote access extension can be identified. 
Accordingly, individuals or groups can be given their own VDN with 
unique passwords, permissions and reports. Any abuse of the system  or 
security leak can then be attributed to an individual or a group.
nThe caller can b e routed to a VRU using the converse-on step where more 
sophisticated security checking, such as speaker recognition, can take 
place.
nAnyone failing any of the security checks can be routed to a ‘‘security”  
VDN that routes the caller to security personnel with a disp lay set or to a 
VRU. Such  a  call would show ‘‘security’’ and possibly also the attempte d 
password on the display. If the call is p assed to a VRU, the VDN, the ANI 
and/or the prompted digits can be captured. BCMS/CMS reports on this 
security violation VDN will g ive information on how often and when security 
violations occur.
Replacing Remote Access
For this method, the remote access extension is not used. One or more VDNs are 
designed to access call vectors that can employ all of the security checks 
described in the previous section. The same reports and monitoring/recording  
						

							EA S
Issue  4 September 1995
I-3
capabilities described in the previous section can also b e used. Instead of 
routing to the remote access extension, the vector collects digits from the caller 
and then routes to the given destination if there is a match on the password.
Again, multiple VDNs can be created for individuals or groups with different 
security checks and different permissions and/or restrictions. Destination 
numbers provided by callers can be screened by the vectors and denied if the 
user does not have permission to access that destination. For example, an 
individual user could be restricted to placing calls to numbers beginning with 
area codes ‘‘303’’ and ‘‘908.’’
EAS
With EAS, a gents’ voice terminals can be locked when the terminal is not staffe d. 
This is accomplished by assigning the voice terminals a Class of Restriction that 
does not allow outbound calls or it could be restricte d from toll calls.
EAS a gents have an optional password of up to nine d i gits to log in. This 
password is not displayed on DCP terminals when the agent is entering the 
password on the dial pad.
Vector Initiated Service Observing 
Security
The following restrictions can be used with vector initiated Service Observing 
(G3V4 and  later releases) to guard against unauthorized use.
nCall promp ting commands can be used in Service Observing vectors to 
provide passcode protection, and to limit access to observing specific 
destinations or verified caller entered digits.
nTime of Day/Day of Week checks can be incorporated in Service 
O bserving  vectors.
nA vector can be created to be used exclusively for Service Observing.
nFor a VDN to be observed as the result of a route-to command, the VDN 
must have a COR that allows it to b e observed.
nThe calling permissions of the COR assigned to the Service Observing 
VDN in conjunction with the “can be observed” settings of the COR 
assigned to the destination determine what agents, stations, or VDNS can 
be observed. 
						

							Issue  4 September 1995J-1 
J
Setting Up a Call Center
Introduction
Call center managers need some key indicators to measure ACD performance at 
their site. Usually, in setting up a call center, several factors involving call 
management are considered. The following list identifies and defines the most 
common of these factors, and it provides a typical question that might be asked. 
In a ddition, an insurance comp any example will be used to discuss the different 
options in this chapter.
nVolume 
Number of calls going in or out of the ACD. (How many calls did Split 1 
answer?) 
nProductivity 
Call volume p er unit of time. (How many c alls did Split 1 answer b etween 8 
a.m. and  9 a.m.?) 
nUtilization 
Overall use of the phone center.   (What was my agent occupancy?)
nAccessibility:  
Availability of lines and agents when customers call the ACD (this is an 
area that CMS c an probably most clearly d efine and help improve).  (Were 
lines b usy when customers called or did they have to wait too long?)
nQuality of Service:
Accuracy of information, a pleasant manner, responsiveness to caller 
concerns, successful completion of  business, and efficient time utilization 
(not all measured directly by CMS). (Was the caller given good service?)  
						

							Setting Up a Call Center
J-2Issue  4 September 1995 
This chapter explains how to set up a call center for customers with Call 
Vectoring and/or Expert Agent Selection (EAS).
Call Vectoring/Non-EAS Option
To set up a call center that has Call Vectoring but not EAS, do the following:
1. Determine your call center’s o bjectives. Think about how you want your 
call center to handle calls and also about what you want your call c enter to 
achieve. See Non-EAS Worksheet #1: Call Center O bjectives Worksheet.
A comp any’s basic goals are to increase profits and market share and to 
decrease costs.  The purpose of setting up a call center is to monitor 
these g oals using CMS reports. It is best to have more than one objective. 
(Some customers set and then live by only one objective.) Call center 
objectives must then be created to meet the goals. These objectives must 
be c ommunicated to the Split Supervisor or to the Ad ministrator managing 
the call center.
The following list provides an example set of call center objectives:    
nEstablish the following measured entities:
— Average Speed of Answer =  15 seconds
— Abandon Rate < = 3%
— Average Talk Time = 2 1/2 minutes
— ACD calls per agent = 80 to 90 per day
— Number of calls in queue =  6 
— Percentage of calls answered within the service level =  95%
— Agent occupancy > 90%
— Percentage of trunks busy < 3%
nGenerate revenue through the call center.
nTrain agents to back up each other.
nAd e quately train agents to provide service that meets customer 
expectations.
2. Review your existing operation and  determine your customer/call center 
needs (see Non-EAS Worksheet #2: Current Split Operation Worksheet 
and the following table).
3. On the switch, assign a unique Hunt Group number and Call Distribution 
method to each caller need. This number will be your sp lit number (see 
Non-EAS Worksheet #3: Customer Needs Worksheet and the following 
table).
4. Assign DNIS (Dialed Number Identification Service)  (that is, the number 
dialed) as a Vector Directory Number (VDN) (see the following table). 
						

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As an option, you can assign one VDN for a main number and use Call 
Promp ting to route the call to the proper split.
The following table illustrates the guidelines given up to this point.
* Options include Direct Department Calling (DDC) and Uniform Call 
Distribution (UCD).
Notice that this call center has only one split for all Spanish calls. 
However, resources permitting, you could create a New Policy split, a 
Service split, and a Claims sp lit, each containing agents who speak 
Spanish. As an alternative, you could use one main VDN to point to a Call 
Promp ting vector designed to route the calls to the splits.
5. On the switch, assign extensions to the a gents’ physical terminal locations 
(see the following table).
6. In CMS: Dictionary: Login Identifications, assign each agent a unique 
loginID (see the following table).
Agents are known to CMS by the loginID. If assigned, reports refer to an 
agent by name, not by loginID.
The following table illustrates the assignments described in the previous 
two items:
* = assigned in CMS Dictionary
NOTE:
When you are adding names to extensions on the switch, the agent 
name should be the same name as the loginID assigned  to CMS.
7. On the switch, assign agent extensions to splits (see the following table). Customer/Call Center 
NeedsSplit Number 
(Hunt Group)Call 
Distribution* VDN
New polic y 1 UCD 555-6543
Questions about policy, 
Rate Quotes, Billing2 UCD 555-6432
Spanish speaking for 
policy, service, and 
claims3 DDC 555-6321
Claims 4 UCD 555-6210
 Agent Name* Extension LoginID*
Randy Tyler 1231 2000
Cathy Smith 1232 2001
Carla Silva 1238 2002 
						

							Setting Up a Call Center
J-4Issue  4 September 1995 
On a G3 system, more than four splits can be assigned to an agent; 
however, the agent can log into a maximum of four splits. An agent 
assignment to splits can be changed in CMS: ACD Administration: Move 
Extensions Between Splits if the agent is log ged off.
The following table illustrates the assignment of agent extensions to splits:
8. On the switch or in CMS: ACD Administration: VDN Assignments, assign a 
vector to each VDN (see the following table).
A VDN can point to only one vector. However, a vector can have more 
than one VDN pointing to it.
The following table illustrates VDN/ve ctor assignments.
9. On the switch or in CMS: ACD Ad ministration: Vector Contents, write your 
vectors. See  Non-EAS Worksheet #4: Vector Design Worksheet.
Your vectors should match your call center objectives. To meet these 
objectives, you must make a number of relevant decisions (for example, 
you may decide how soon you want to enlarge an agent pool or what kind 
of treatment the caller should receive). If your VDN and vector reports do 
not satisfy your call center objectives, you must consider your alternatives 
(for example, you may d eem it necessary to train agents or to increase the 
amount of time elapsed from when a call queues to one sp lit and then to 
another sp lit).
The following lists indicate the actions produced by two different vectors:
Actions Produced by Vector #1: 
1. Tell the caller to select one of the following prompts:
n1  = Sales Split (Hunt Group) Agent Extensions
1 - Sales 1231, 1232, 1233, 
1234, 1235, 1236, 
1237, 1238, 1239
2 - Service 1231, 1232, 1234, 
1238, 1239, 1240
3 - Spanish 1238, 1240, 1245
4 - Claims 1238, 1239, 1240, 
1241, 1242
VDN Vector
6543 1 (Sales)
6432 2 (Service)
6321 3 (Spanish)
6210 4 (Claims) 
						

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Issue  4 September 1995
J-5
n2 = Service
n3 = Spanish
n4 = Claims
nNothing or 0 = Service 
2. Queue the call.
3. Provide an announcement to the caller.
10.Actions Produced by Vector #2: 
1. Queue the call to the correct service at a medium  priority.
2. If no agents are available, provide a message and then play music.
3. If the call is not answered within 10 seconds, provide a second 
message and  then play music.
4. If the call is not answered within 7 more seconds, queue the call to 
the Service  sp lit.
5. If the call is not answered within 7 more seconds, queue the call to 
the Spanish  split  at  a  high  priority.
NOTE:
In G3, a check-backup split c ommand q ueues the call to up to three 
splits if the conditions are met. If the conditions are not met, the 
check-backup split command may not get read again (if the vector 
step in which it appears is not executed again).
11. In CMS: Dictionary, assign names to the sp lits, VDNs, and vectors.
12. Once your system is up and operational, you will need to monitor it to 
ensure you are meeting your call center objectives. CMS can be used to 
monitor many of your objectives. See  for more d etails. Some objectives 
will need to b e monitored and have adjustments made in real time. For 
example, if the number of calls waiting, average speed of answer, or 
percent answered within a service level is not meeting your objectives, 
you might want to immediately move some agents, direct calls to another 
vector, or look-ahead interflow some calls. Other items such as agent 
occupancy and perc ent all trunks busy may only need to be monitored 
daily to look for trends. 
						

							Setting Up a Call Center
J-6Issue  4 September 1995 
Figure J-1. Non-EAS Worksheet #1: Call Center Objectives 
Worksheet
Non-EAS Worksheet #1
Call Center Objectives Worksheet
What Are My Call Center Objectives? 
						

							Call Vectoring/Non-EAS Op tion
Issue  4 September 1995
J-7
Figure J-2. Non-EAS Worksheet #2: Current Split Operation 
Worksheet
Do You Want
to Separate
Skill Set with
EAS? (Yes/No) Do You
Have Agent
Expertise?
(Yes/No) List Individually You Customer/
Caller Needs and Your Agent Skill
Sets in this SplitSplit
Tertiary
BackupSecondary
BackupPrimary
Backup
1.
2.
3.
4.
5.
6.
Do You Want
to Separate
Skill Set with
EAS? (Yes/No) Do You
Have Agent
Expertise?
(Yes/No) List Individually You Customer/
Caller Needs and Your Agent Skill
Sets in this SplitSplit
Tertiary
BackupSecondary
BackupPrimary
Backup
1.
2.
3.
4.
5.
6.
Non-EAS Worksheet #2
Current Split Operation Worksheet