ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Tutorial
2-6Issue  4 September 1995
phases until a final ‘‘complete’’ vector is constructed.  As each phase is 
presented, you are introduced to one or more new vector commands and/or 
approaches to vector processing. While it is not practical to present all such 
commands and ap proaches along the way to constructing a single ‘‘final’’ vector, 
those presented in this tutorial should allow you to get a good grasp of how to 
use Call Vectoring.
Phase 1:  Queuing a Call to the Main Split
If a call cannot be immediately answered b y an agent (or operator), the call is 
usually queued until an agent becomes available.  A call can be connected to an 
available agent or queued via the following vector:
Figure 2-4. Queuing Call to Main Split
If an agent is available, the 
q ueue-to main split command automatically sends 
the call to the agent without queuing the call. However, if no agent is available, 
the command q ueues the call to the main s plit (or group) of agents. Once the call 
is sent to the main split queue, the call remains there until either it is answered b y 
an agent or some other treatment is provided.
Each call queued to a split occupies one queue slot in that sp lit.  Calls are 
queued sequentially as they arrive according to the assignment of the priority 
level. In our vector, note the priority level 
low is assigned to the call. The priority 
level establishes the ord er of selection for each call that is queued. A call can be 
 Page 1 of 1
                           CALL VECTOR
Number: 27  Name: base
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 queue-to main split 5 pri l
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________ 
						

							Constructing a Vector: One Ap proach
Issue  4 September 1995
2-7
assigned one of four priority levels:  top, high, medium, or low.  Within a given 
split (the main split, in our vector), c alls are delivered to the a gent sequentially as 
they arrive to the split queue and according to the priority level assigned. 
Accordingly, calls assigned a 
top priority (if any) are delivered to an agent first, 
calls that are assigned a 
hig h priority are delivered second, etc.
Finally, note that the call is queued to Split 5.  Split numbers range from 1 to 99 
[G3i], from 1 to 24 [G3s PBP, G3vs PBP], and from 1 to 255 [G3r] .
Phase 2: Providing Feedback and Delay
Announcement
In the last section, we mentioned that a call remains queued until an agent 
becomes available to answer the call.  In the meantime, the caller would no 
doubt like to hear some feed back assuring him or her that the call is b eing 
processed. The following vector provides one solution.
Figure 2-5. Providing Feedback and Delay Announcement
NOTE:
Announcement 2771 could contain this message:  ‘‘We’re sorry.  All of our 
operators are busy at the moment.  Please hold.’’
The 
wait-time command in Step 2 provides a delay of a specified number of 
seconds before the next vector step is processed.  The time parameter may be 
 Page 1 of 3
                           CALL VECTOR
Number: 27  Name: base
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 queue-to main split 5 pri l
02 wait-time 10 seconds hearing ringback
03 announcement 2771
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________ 
						

							Tutorial
2-8Issue  4 September 1995
assigned any even numb er in the range of 0 through 998. In our vector, the time 
specified is 10 seconds.
In a ddition to the delay period, the 
wait-time command provides the caller with 
feed b ac k. In our vector, 
ringback is provided. Other types of feedb a ck that can 
be provided with the 
wait-time command are: silence; system music; or an 
alternate audio/music source. For more information see, Delays with Audible 
Feedback on page 4-5.
Theoretically, then, the 
wait-time command in our vector provides the caller with 
10 seconds of ringbac k.  But what happens if an agent answers the call before 
the 
wait-time command runs its course? If this happens, the command is 
terminated (that is, the d elay period is ended and the accompanying feedback is 
stopped). So, returning to our example, let’s presume the call is delivered to an 
agent after four seconds. In such a case, the following is true:
nCaller d oes not hear the remaining six seconds of ringback, inasmuch as 
the delivery of the call to the agent is the primary objective.
nAnnouncement in Step 3 (discussed next) is not played.
If the call is not answered by the time the 
wait-time command in Step 2 is 
completed, vector processing continues with the 
announcement command in 
Step 3.
The 
announcement command c onsists of a recorded message, and it is often 
used to encourage the caller to stay on the p hone or to p rovide information to the 
caller. If a call is delivered to an agent during the 
announcement command, the 
announcement is interrupted.  Otherwise, the announcement is played from 
b e ginning to end. Thereafter, the call remains in queue until it is answered by an 
agent or until the caller hangs up. Multiple callers can be connected to an 
announcement at any time. See “Re corded Announcement” in the
 DEF INI TY 
Communications System Generic 3 Feature Description
, 555-230-204, for more 
information about announcements. 
						

							Constructing a Vector: One Ap proach
Issue  4 September 1995
2-9
Phase 3: Repeating Delay Announcement and
Feedback
The vector in the p revious section provides feedback to the caller after the call is 
queued.  However, if the announcement in Step 3 is played, and if the agent 
does not answer the call soon after the announcement is complete, the caller 
may end up holding the line for too long a time without receiving any further 
feed back or treatment.  The following vector provides one solution:
Figure 2-6. Repeating Delay Announcement and Feedback
The 
wait-time command in Step 4 of this vector provides additional fee d back 
(this time, music) to the caller. If the call is not answered by the time Step 4 
completes, the 
goto step command in Step 5 is processed.
Up to this point, we have discussed and illustrated Call Vectoring commands that 
cause 
sequential flow (that is, the passing of vector processing control from the 
current vector step to the next sequential vector step). The 
g oto ste p command 
is an examp le of a Call Vectoring command that causes 
branching (that is, the 
passing of vector processing control from the current vector step to either a 
preceding or succeeding vector step).
The 
g oto ste p command in Step 5 allows you to esta blish an announcement-wait 
loop that  continues until the a gent answers the call. Specifically, the command 
makes an unconditional branch to the 
announcement command in Step 3.  If the 
call is not answered by the time the announcement in Step 3 is complete, control 
 Page 1 of 1
                           CALL VECTOR
Number: 27  Name: base
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 queue-to main split 5 pri l
02 wait-time 10 seconds hearing ringback
03 announcement 2771
04 wait-time 60 seconds hearing music
05 goto step 3 if unconditionally
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________ 
						

							Tutorial
2-10Issue  4 Septemb er 1995
is passed to the wait-time command in Step 4.  If the call is still not answered by 
the time this command completes, control is p assed to Step 5, where the 
unconditional branch is once again made to Step 3.  As a result of the 
established loop, the caller is provid e d with constant feedback.
Phase 4:  Queuing a Call to a Backup Split
Up to this point, we have dealt with a call queued to one split:  the main sp lit.  
However, Call Vectoring allows a call to b e queued to a maximum of three splits 
simultaneously.  If a call is queued to multiple splits, the call has a better chance 
of being answered more quickly.  Multiple split queuing is especially useful 
during periods of heavy call traffic .
The following vector allows a call to queue to two splits:
Figure 2-7. Queuing Call to Backup Split
We have already discussed how the 
queue-to main split command in Step 1 
queues the call to the main sp lit. If the call is not answered by the time the 
wait-
time
 command in Step 4 completes, the check-backup split command in Step 5 
attempts to queue the call to backup Split 7 at a medium priority.  The condition 
expressed in the command (
if calls-queued < 5) d etermines whether or not the 
call is to be queued to the backup split.  Specifically, if the number of calls 
currently q ueued to Split 7 at a medium or higher p riority is less than 5, the call is 
queued to the sp lit. Note that if the call is queued, the call in this case is assigned 
 Page 1 of 1
                           CALL VECTOR
Number: 27  Name: base
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 queue-to main split 5 pri l
02 wait-time 10 seconds hearing ringback
03 announcement 2771
04 wait-time 10 seconds hearing music
05 check-backup split 7 pri m if calls-queued < 5
06 wait-time 60 seconds hearing music
07 announcement 2881
08 goto step 5 if unconditionally
09 _______________
10 _______________
11 _______________ 
						

							Constructing a Vector: One Ap proach
Issue  4 September 1995
2-11
a medium p riority instead of a low priority, which is assigned if the call is queued 
by the 
queue-to main split command in Step 1.  It is a good practice to raise the 
priority level in subsequent queuing steps in order to accommodate callers who 
have been holding the line for a period of time. (We could have even assigned a 
high priority instead of just a medium priority in Step 5.)
The 
calls-queued condition is one of seven conditions that can b e included in the 
check-backup split command. The other conditions are unconditionally, average 
speed of answer (rolling-asa), available agents, staffe d agents, expected wait 
time 
an d oldest call waiting. Some of these conditions are only available with 
G3V4 and later releases; see Appendix L, V4 Feature Availability for 
information. As is true for the 
queue-to main split command, the check-backup 
split
 command can queue a call at one of four priorities: low, medium, high or 
top.
We are including a queuing step within the loop, thus giving the call repeated 
o p portunities to queue (if necessary). The call queues to split 7 only once.
Phase 5:  Checking the Queue Capacity
It is a good p ractice to check the main s plit q ueue for the number of calls already 
queued before allowing another call to queue to the split. The reason for this is 
that there is a limited number of queue slots assigned to each split. The number 
of such slots assigned to each split is defined in the queue length field on the 
hunt group screen. A call that attempts to queue to a split with no available 
queue slots cannot be queued to that split and, accordingly, the 
q ueue-to main 
split
 command fails. Vector processing would then continue with the next vector 
step. The following vector contains provisions for checking queue capacity: 
						

							Tutorial
2-12Issue  4 Septemb er 1995
Figure 2-8. Checking Queue Capacity
A check of split 5 is implemented by the 
goto ste p command in Step 1.  In this 
example, 21 slots are assigned to sp lit 5 (that is, the queue length for split 5 is 
21). Accordingly, the g oto step command tests whether the split contains more 
than 20 calls via the condition 
if calls-q ueued in sp lit 5 > 20 pri l. If this test is 
successful, control is passed to the 
busy comma n d in Ste p 10.  The busy 
command gives the caller a busy signal an d eventually causes the call to drop.
On the other hand, if 20 or fewer calls at a medium priority are already queued to 
the main split when Step 1 executes, the 
q ueue-to main split command in Step 2 
queues the call, and vector processing continues at Step 3.
NOTE:
Instead of providing the caller with a busy tone if the queue-to main sp lit 
step cannot queue the call, we can queue the call to another split that is 
designed to serve as a backup split. To do this, we can change the step 
parameter for the 
g oto step command from 10 to 6 (so that the command 
reads 
goto Step 6.....). In such a case, control is passed from Step 1 to the 
check-backup split step (Step 6). Inasmuch as this queuing step is 
included within a continuous loop of steps (Steps 6 through 9), continuous 
attempts to queue the call are now made (if necessary).
 Page 1 of 1
                           CALL VECTOR
Number: 27  Name: base
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 goto step 10 if calls-queued in split 5 pri l > 20
02 queue-to main split 5 pri l
03 wait-time 10 seconds hearing ringback
04 announcement 2771
05 wait-time 10 seconds hearing music
06 check-backup split 7 pri m if calls-queued < 5
07 wait-time 60 seconds hearing music
08 announcement 2881
09 goto step 6 if unconditionally
10 busy
11 _______________ 
						

							Constructing a Vector: One Ap proach
Issue  4 September 1995
2-13
Phase 6:  Checking for Non-Business Hours
If a caller calls during non-business hours, you can still provide the caller with 
some information for calling back during working hours by playing the 
appropriate record ed message.  The following vector illustrates one approach in 
this regard. This vector would be used for a company that was open seven days 
a week, from 8:00 A.M to 5:00 P.M., including Saturday and Sunday.
Figure 2-9. Checking for Non-Business Hours (Screen 1 of 2)
 Page 1 of 2
                           CALL VECTOR
Number: 27  Name: base
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 goto step 12 if time of day is all 17:00 to all 8:00
02 goto step 11 if calls queued in split 5 pri l > 10
03 queue-to main split 5 pri l
04 wait-time 10 seconds hearing ringback
05 announcement 2771
06 wait-time 10 seconds hearing music
07 check-backup split 7 pri m if calls-queued < 5
08 wait-time 60 seconds hearing music
09 announcement 2881
10 goto step 6 if unconditionally
11 busy 
						

							Tutorial
2-14Issue  4 Septemb er 1995
Figure 2-10. Checking for Non-Business Hours (Screen 2 of 2)
NOTE:
Announcement 3222 could contain this message: ‘‘We’re sorry.  Our office 
is closed.  Please call back any day between 8:00 A.M. and 5:00 P.M.’’)
The 
goto step command in Step 1 checks if the call arrives during non-business 
hours.  Specifically, if the call arrives between 5:00 P.M. and 8:00 A.M. on any 
day of the week, the command passes control to Step 12.  The 
disconnect 
command in Step 12 includes and provides an announcement that first gives the 
caller the appropriate information and then advises him or her to call back at the 
appropriate time.  The command then disconnects the caller.
On the other hand, if the call does not arrive during the s pecified hours, control is 
passed to Step 2, and vector p rocessing continues. On step 2, split 5 is checked 
for calls waiting at priority low and above (that is, for all priorities).
NOTE:
As an alternative to disconnecting callers who place a call during non-
business hours, you can allow callers to leave a message by including the 
messaging split command within the vector.  See Chapter 4 for more 
details.
                                                   Page 2 of 2
                           CALL VECTOR
12 disconnect after announcement 3222
13 _______________
14 _______________
15 _______________
16 _______________
17 _______________
18 _______________
19 _______________
20 _______________
21 _______________
22 _______________ 
						

							Benefits of Call Vectoring
Issue  4 September 1995
2-15
Benefits of Call Vectoring
Coupled with Automatic Call Distribution (ACD), Call Vectoring enables 
telephone calls to be processed at a faster rate within an intelligent, “real-time ” 
system.  As a result, Call Vectoring provides an appreciable cost saving to the 
user.
The following table summarizes the benefits that Call Vectoring provides. The last 
column in the table identifies the vector(s) [via the appropriate screen(s)] in the 
reference portion of the manual that illustrate(s) these benefits.