ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Glossary
GL-10Issue  4   September 1995 
Message Collection
A call prompting application that gives the  caller the option of not waiting (in queue, if vectoring is 
enabled) to be serviced by an agent, but rather of leaving a message for the agent or the agents 
associate d s plit.
Message Server Adjunct
A message service split that is used in c onjunction with the 
messagin g s plit command.
MIA
See Most Idle Agent (MIA).
Most Idle Agent (MAI)
An algorithm whic h delivers the next call to the agent within the hunt g roup, who has been idle for 
the longest period of time.
MSA
See Message Server Adjunct (MSA).
MSQ
See Multiple Split Queuing (MSQ).
multiple split (skill) queuing
A process that allows a call to b e sent to more than one split (skill) at the same time. This serves to 
minimize the waitin g time before the call is answered. The maximum number of splits (skills) to 
which a c all can be queued is three. Skills rep lace splits if EAS is optioned.
N
nonconverse split (skill)
A sp lit (skill) or hunt group  that is not being  accessed by a converse vector ste p.
O
outflow 
A call flow or action that is d efined according to the management system and the switch version 
involved. 
For R3 CMS/BCMS and G3 with call vectoring enabled, the term refers to a call that is dequeued 
from a primary split via a 
route-to or messaging split command, or by being answered by an 
agent in another split to which the c all is also queued. 
For R2 CMS, when multiple-split queuing is involved, the term refers to a c all that first queues to 
multiple splits and then eventually d equeues from these splits without being answere d in any of 
them. 
						

							Glossary
Issue  4   September 1995GL-11 
P
primary split
The first s plit in a VDN to which a call a ctually queues. Another split becomes the primary s plit if 
the c all leaves the VDN (via a 
route-to VDN command, for example), and the call is then queued 
to another split; or, if the call leaves vector processing (via a
 route-to  command, for 
example), and the call queues to another split.
priority
The queuin g level to which an incoming call is assigned and at which the call is processed. 
Priorities are top, hig h, medium, and low.
Q
R
receiving switch
A switch within an LAI call setup  that processes vector inflow. The switch makes the decision to 
accept or deny an LAI call according to a number of conditions.
routing
A call vectorin g method that allows an incoming call to be sent to a specific destination. For 
example, a call can be queued to a s plit.
S
sending switch 
A switch within an LAI call setup  that processes vector outflow. The vector(s) in the sending 
switc h use the 
goto command to determine whether the call should be sent to the receiving 
switc h.
Sequential Flow 
The type of vector control flow that is automatically passed from the current vec tor step to the ste p 
that follows.
skill
An attribute that is assig ned to an ACD Agent LoginID (agent skill) and is ad ministered to calls on 
a VDN b a sis (VDN skill).
skill hunt group
A hunt group for EAS whic h has the same attributes as a vector controlled split. EAS must be 
enabled.
split/skill
A group of agents org anized to receive calls in an efficient and c ost effective manner. Refers to 
both ACD splits and hunt groups without ACD op tioned . 
						

							Glossary
GL-12Issue  4   September 1995 
Split Summary report 
A report that summarizes the  call activity for an entire split. It can be g enerated b y CMS as well as 
in BCMS.
split supervisor
An ACD split manager who monitors split flows.
staffed
For ACD splits, staffed connotes an agent being logged in. Therefore, when an agent is staffed in 
an ACD sp lit, this means that the agent is present. However, the term d oes not indicate if the 
agent is available to receive calls. When an agent logs in initially, the agent is in Auxiliary Work 
mode and does not receive calls until the agent b ecomes available by entering either Auto-in or 
Manual-in mode.
For non-ACD hunt groups, staffed  c onnotes administered.
super agent pool
A backup skill hunt group of agents that is able to handle any ty pe of call coming into the switch. 
EAS must be enable d for this p ool to be in effe ct.
T
tandem switch configuration
A LAI call setup that c onsists of three switches, inc luding the sending switch, the tandem switch, 
and the far end  switch. 
The send in g switch determines whether the call should be sent to the tandem switch, which, in 
essence, is the first re ceiving  switch. The tandem switch contains a 
route-to command that is 
executed on a look ahead b asis in the same manner as the sending switch.
If the far end switch (in essence, the second receiving switch) accepts the call, the sending 
switc h is notified, and c all control is passed to the far end switc h. If the call is denied, the next 
step of the tandem switch vector is executed.
touch-tone digit code
An alphabetic or numeric code entered b y pressing one or more selected b uttons on a touch-tone 
dialing pad. It can be entered from within the customers network or via a touch-tone telephone 
external to the network.
touch-tone receiver
A device required to a c cept the touch-tone digits that are entered by users of the Call Prompting 
feature.
tracking
Id entifies various split flows and other actions relevant to call handling.
treatment
A servic e provided to the customer or other action taken by call vectoring in response to the 
customers placing a call. Examples are: playing an announcement, providing a d elay with 
background music, playing a b usy tone, disconnecting a call.
TTR
See Touch-Tone Receiver (TTR). 
						

							Glossary
Issue  4   September 1995GL-13 
two switch configuration
A LAI call setup that consists of two switches: sending switch and receiving switch. The vector(s) 
in the sending switch determine whether the call should be sent to the receivin g switch. The 
vectors in the receivin g switch determine whether to accept or deny the call according to a 
number of conditions.
U
UCD
See uniform call distribution.
unconditional branching
The type of vector control flow that is automatically p assed from the c urrent vec tor step to the 
specified vector or vector step.
uniform call distribution (UCD)
Uses the Most Idle Agent algorithm to route calls.
V
vector
A programmed routing table for processing incoming calls that provid e various responses to the 
caller before the call is answered or receives other treatment. See also call vectoring, vector 
command, and vector step.
vector-controlled split/skill
A sp lit or skill that is accessed from a vec tor step  that results in q ueuing to the split/sill while the 
call is still under vector-processing control.
vector command
A  command  used in call vectoring to  specify the treatment that a call will receive. See also vector 
and 
vector step.
Vector Directory Number (VDN)
An extension number that terminates to a vec tor. Calls to the VDN are processed by the vector to 
which the VDN points.   When used  with c all vectorin g, the dialed number received b y the 
communications system to provide DNIS is the VDN assigned for that service.
vector number
The vector-assigned value that determines whic h vector is a ctivated when a call comes into a 
VDN. Several VDNs may send calls to the same vector.
vector step
A single step of a programmed routin g table for processing incoming c alls that provide various 
responses to the caller before the call is answered or re ceives other treatment. See also vector, 
call vectoring, and vector command.
VDN
See Vector Directory Number (VDN). 
						

							Glossary
GL-14Issue  4   September 1995 
VDN name
The name associated with the VDN. It contains up to 15 characters and is o ptional. It a ppears on 
the a gent’s display.
VDN of record
See active VDN.
VDN override 
A VDN Override is an op tion that allows information about a subsequently-routed-to VDN (if any) 
to be used instead of the information about the current VDN.
VDN report
A report that reports on VDN activity. The report c an b e g enerated by CMS as well as in BCMS. 
The CMS version of the report summarizes the VDN activity for a specific vector. The BCMS 
version of the report provides statistical information for all internally-measured VDNs.
VDN skill
An attribute administered to calls on a VDN basis. This skill estab lishes the requirement for routin g 
a call to an ACD agent with a p articular set of abilities (skills).
Voice Response Integration (VRI)
A call vectorin g feature which allows a VRU script to b e executed while a call is in vector 
processing and allows data to be exchanged between the PBX and VRU.
Voice Response Unit (VRU)
A computer that uses voice as the media to provide callers with specific information in response 
to unique requests and c ommands input to the system by the c aller using  his/her phone.
VRI
See Voice Response Integration (VRI).
VRU
See Voice Response Unit (VRU).
W
working agent
An agent who is logged into an split or skill and who is not in AUX-work mode.
X
Y
Z 
						

							Issue  4   Se ptemb er 1995IN-1 
INIndex
Symbols
# sign,5-17, A-37, A-38
dialed ahead digits
,5-17
# sign with digits
,A-33
* symbol
dial-ahead digits
,A-33
dialed ahead digits
,5-17
* with digits,A-33
A
a bbreviated dialing special c hara cters
route-to,A-68, A-70
ACD agent login ID
form
,10-22
a ctive VDN,3-10
adapting
to a long wait
,2-16
to c hanging call traffic,2-16
a djunc t routing
considerations
,C-4
function,9-1
hardware and software requirements
,B-6
relationship table for treatment and goto ste ps
,9-5
with call promptin g,9-1
with look-ahead  interflow
,9-1
a djunc t routing command
,1-6, 3-13, A-15
cancelling ASAI route request,A-17
neutral vec tor command
,8-8, A-19
requirements
,1-6
success/failure criteria,A-82
syntax
,A-15
troubleshooting
,D-3
a dministerin g
VDN skills
,10-7
a dvanced vector routing
,1-5, 6-1
expected  wait time,6-2
hardware and software requirements
,B-4
rolling average speed of answer
,6-10
VDN calls,6-12
a gent login ID
associated capabilities
,10-23
form,10-22
a gents
available
definition
,3-4
dire ct
,1-4
logical
,1-4, 10-2
matching talents with needs of caller
,10-1
optimal utilization,8-1
staffe d
definition
,3-4
when available
,2-6
when not available,2-6
ANI routing
,7-1
calling p arty number
,7-2
function,7-1
use in North America
,7-2
ANI/ii-digits
hardware and software requirements
,B-5
ANI/ii-digits routing
,1-5
ANI routin g
,7-1
requirements,2-4
announcement command
,3-13
classifications of
,4-3
differences between G2 and G3,E- 6
example
,4-4, 4-5, 4-7
neutral vector command
,8-8, A-23
success/failure criteria,A-82
syntax
,A-22
troubleshooting
,D-4
announcements,A-22
example
,4-4, 4-5
answer supervision c onsiderations
adjunct routing
,A-18
announcement
,A-23
busy
,A-24
check-backup,A-28
collect digits
,A-34
converse-on
,A-39
disconnect,A-46
goto step
,A-53
goto vector
,A-59
messaging,A-61
queue-to
,A-65
route-to
,A-71
stop,A-76
wait-time
,A-79
answerin g agent’s display
,8-11
a pplication
example
adjunct routing
,11-10, 11-20
ANI routing
,11-11
automate d attendant
,11-4
basic call vectoring
,11-2, 11-5, 11-8, 11-10, 11-11, 
11-15, 11-20
call prompting
,11-4, 11-5, 11-10, 11-11, 11-20
customer service center
,11-2
data in/voice answer
,11-5
data/message collection
,11-5
distributed c all centers
,11-8
DIVA and data/message collection
,11-5
expected wait-time
,11-11
expert agent selection
,11-15, 11-20
help d esk
,11-10
insurance agency/service agency
,11-11
look-ahead interflow
,11-8
resort reservation service
,11-20 
						

							Index
IN-2Issue  4   September 1995
rolling  ASA,11-11
VDN c alls
,11-11
warranty service
,11-15
warranty service call center
,11-18, 11-19
ASA
,6-10
definition,F-14
ASAI
link failure
,A-16
ASAI message
contents of
,9-2
assigning call answering tasks to sp lits
,3-6
asterisk (*)
*, use of
,A-31
automatic number identification
,7-1
calling p arty number,7-2
use in North America
,7-2
automating tasks
,2-17
availa bility of agents,3-4
average speed of answer
,6-10
definition
,F-14
awaiting the response to the call route request,9-5
B
b asic call vectorin g,1-5
considerations,C-1
hardware and software requirements
,B-2
b asic components of call vectoring
,1-2
BCMS,A-25
description of
,F-1
function
,F- 1
interactions with
adjunct routing
,A-21
busy
,A-25
check-backup
,A-30
converse-on
,A-45
disconnect
,A-47
messaging
,A-63
queue-to
,A-67
route-to
,A-75
reports
,F-15
BCMS Split Report,F- 1 5
for security use
,I-2
VDN Real-Time Report
,F- 15
VDN Summary Report
,F-15
standards
,F-4
for interpreting split flows,F-6
for interpreting VDN flows
,F-4
b enefits of call vectoring
,2-15
b etter utilization of agents
,3-3
blocking new incoming calls,K-8
branching
,2-9, 3-14
branching and programmin g
,3-13, 4-2
busy,3-13, A-24
difference between G2 and G3
,E- 7b usy command
success/failure criteria
,A-82
syntax
,A-24
troubleshooting,D-4
C
c all center setup
EAS,J-10
agent skills worksheet
,J-20
assigning names to skills
,J-11
current split operation worksheet
,J-17
customer needs worksheet
,J-18
dial plan administration
,J-13
in divid ual agent skill worksheet
,J-19
objectives
,J-10
objectives worksheet
,J-16
skill status assignments
,J-14
step s
,J-10
VDN skill p references worksheet
,J-21
vector desig n worksheet
,J-22
key factors
,J-1
non-EAS
current split operation worksheet
,J-7
customer needs worksheet
,J-8
guidelines
,J-3
objectives worksheet
,J-6
step s
,J-2
vector desig n worksheet
,J-9
c all flow method
,3-2
adjunct routing
,3-3
interflow
,3-2
intraflow,3-2
look-ahead interflow
,3-2
multiple split q ueuing
,3-2
c all flows
answered and abandoned calls
,F-2
busies and disconnects
,F-3
classes of,F-2
converse-VRI calls
,H-1
defining and interpreting
,F- 2
split inflows, outflows, and dequeues,F- 5
types that are tracked
,F- 2
VDN inflows and outflows
,F-3
vector inflows and outflows,F-4
c all handling
optimal
,8-1
c all not queued at stop step,D-15
c all prompting
call set
,5-2
capabilities,1-5
command categories
,5-2
considerations
,C-2
digit entry,5-3
enterin g variable leng th digit strings
,5-4 
						

							Index
Issue  4   Se ptemb er 1995IN-3 
functions,5-5
creating service observing vectors
,5-12
passing digits to an adjunct
,5-12
treating  digits as a destination
,5-6
using digits on the agent’s set
,5-10
using digits to collect branching information
,5-7
using digits to sele ct options
,5-10
hardware and software requirements
,B-3
purpose
,1-5, 5-1
removing incorrect digits,5-3
variable length digit string
,5-3
wit h VRI
,5-1
c all route request,9-2, 9-5, 9-7
c all treatment
customizing
,2-17
personalization,2-17
c all vectorin g
benefits
,2-15
definition,1-1
difference between G2 and G3
,E- 8
features
,1-5
adjunct routing,1-6
advanced vector routin g
,1-5
ANI/ii-digits
,1-5
basic call vectoring
,1-5
call prompting
,1-5
look-ahead interflow
,1-5
prin ciples
,1-6
removing incorrect digits
,5-4, 5-16
upgrading to
,B-7
c all vectorin g command
neutral vec tor command
,A-62
c all-back provisions
diagram of
,11-23
c aller needs
example table matching skills and needs
,10-3
c alling
a direct agent
,3-4
during non-business hours
,2-13
CALLR-INFO b utton
format of display
,5-11
c ancellin g ASAI route re quest
,A-17
c haining  of vector steps,3-2
c hanging vectors
,2-4, B-7
check-backup
,3-13
check-backup command,2-11, A-26
example
,4-11
neutral vec tor command
,8-8, A-28, A-29
success/failure criteria,A-83
syntax
,A-26
troubleshooting
,D-4, D-5
checking
availability of s plit
,2-11
queue capacity
,2-12
CMS
description of
,F-1
function
,F- 1interactions
with adjunct routing
,A-19
with busy
,A-25
with check digits
,A-34
with check-backup
,A-29
with converse-on
,A-45
with disconnect
,A-47
with goto ste p
,A-53
with goto vector
,A-59
with messaging
,A-62
with queue-to
,A-66
with route-to
,A-73
with stop
,A-77
with wait-time
,A-80
reports
,F-14
for security use
,I-2
Split Summary Report
,F-14
VDN Report
,F- 14
Vector Report
,F- 1 5
standards
,F-4
for interpreting split flows
,F-6
for interpreting VDN flows
,F- 4
using in expert agent selection environment
,F-16
c ollect digits
,3-3, A-31
c ollect digits command
,3-13, 5-2
enterin g an extension,1-5
success/failure criteria
,A-83
syntax
,A-31
troubleshooting,D-5
c ollecting and acting on information
,3-13
c ollecting caller information
,2-17
command category
for advanced vector routing
,6-1
for ANI/ii-digits
,7-1
for basic call vectoring,4-2
for call prompting
,5-2
c ommand table
for advanced vector routing
,6-1
for ANI/ii-digits
,7-1
for basic call vectoring
,4-2
for call prompting,5-2
c omparison operators
,3-15
c onnecting to voice mail
,2-17
c onsiderations
adjunct routing
,C-4
basic call vectoring
,C-1
call promptin g,C-2
look-ahead interflow
,C-3
VDN return d estination
,C-5
c ontrol flow
typ e
conditional branching
,3-11
sequential flow
,3-11
unconditional branching
,3-11
c ontrolling call processing
,1-5
c onverse VRI calls 
						

							Index
IN-4Issue  4   September 1995
call flow p hase
data p assing
,H-3
data return
,H-7
DEFINITY switc h d ata collection
,H-10
script completion
,H-9
script execution
,H-7
c onverse-on command
,3-13, A-35
function
,A-36
neutral vec tor command
,8-8
success/failure criteria,A-84
syntax
,A-35
troubleshooting
,D-7
c onverse-VRI calls
call flow p hase
VRU d ata collection
,H-6
creating
a new vector
,2-4
service observing vectors
,5-5
c ustomizing call treatment,2-17, 3-4
D
d efining desired servic e,3-7
d eleting
vector step
,2-5
d elivery of queued calls
,2-7
d enying access,3-8
dequeued average queue time
definition
,F-14
dial-ahead digits
ASAI provided
,5-19
digits
,5-3
ASAI provided dial-ahead digits,5-19
collect digits
maximum number
,A-31
collect digits c ommand
maximum number
,A-15
collected prior to timeout
,A-32
dial-ahead digits with *
,A-33
enterin g,5-3
d ial-ahead digits
,5-3, 5-5
varia ble-length digit string s
,5-4
including # sig n
,A-33
maximum number,A-33
removing
in correct digit strin gs
,5-3, 5-4
returned by VRU
,A-31
Touch-Tone,A-32
with # sign
,A-33
with *
,A-33
direct agent,1-4
direct agent call
definition
,3-4
directin g c alls to a specific agent,10-2
disconnect command
,3-14, A-46example
,4-8
success/failure criteria
,A-84
syntax
,A-46
troubleshooting,D-7
displayin g digits on the agent’s set
,5-5
d uring peak
calling p eriods
,3-3
heavy traffic
,2-10
E
EAS
definition
,1-4
function
,10-1
e diting,2-5
enablin g the vector disconnect timer
,B-7
encouraging caller to remain on-line
,2-8
enhancements
available with G3V4 and later releases
,L-1
entering
a command
in abbreviated form
,2-5
a vector
,2-1
dial-ahead digits
,5-5
digits,5-3
use of #
,5-4
variable-length digit strings
,5-3, 5-4
vector steps,2-4
evaluatin g
calls prior to pro cessing
,1-6
effe ctiveness of vec tor prog ramming,F-2
performance
,F- 2
split performance
,F- 1 2
event type
adjunct route failed
,D-17
events
,D-12, D-14
example a pplication
remote access with host provided security
,C-6
saving in trunk facilities b etween c all centers
,C-8
split flow tracking,F- 7
VDN override
,3-9
warranty service call center
,11-18, 11-19
example vector
accessing voice response scripts
,4-9
accommodate a super agent pool
,10-17
adjunct routing vector,9-2
with redundancy
,9-8
with redundancy in G3V3 and later releases
,9-9
ANI routin g example
,7-3
automated attendant application,11-4
call interflow
,4-16
claims a pplication
,11-13
conditional branching,4-19
customer service a pp lication
,11-14
customer service c enter application
,11-3
delay announcement,4-4 
						

							Index
Issue  4   Se ptemb er 1995IN-5 
delay with audible feedback,4-5
delay with multiple audio/music sourc e feedback
,4-6
dial-ahead digits
,5-15, 5-16
disconnecting a call,4-8
distributed call centers application
,11-9
DIVA and  d ata/message colle ction application
,11-6
emergency and routine servic e a pp lication,11-24, 
11-25
expected  wait time
for a c all
,6-3
for a sp lit
,6-2
routing and passin g VRU wait
,6-6
expected  wait time routing
routing to the best split
,6-8
field agent vector a p plication
,11-12
forc ed announcement
,4-4
help desk a p plication
,11-10
ii-digits routing example,7-8
information announcement
,4-5
late c aller a p plication
,11-27
leaving recorded messages,4-13, 4-14
messaging options a p plication
,11-29
multiple split queuing
,4-11
notifying callers of wait-time without a VRU,6-7
passing digits to an adjunct
,5-12
providing busy tone
,4-7
receiving switch inflow vector,8-9
remote access service observing vector
,5-13
return destination vec tor
with announcement
,C-8
with disconnect
,C-7
with remote access
,C-6
rolling ASA routing
,6-12
sending switch outflow vector
,8-4
service agency clients application,11-14
service observing vector
,5-14
skipping/non skip ping of treatment command with
ASAI link d own
,9-4
stopping vector processing
,4-20
supplementary delay announcement
,4-4
tandem switch vector,8-10
testin g
for ANI in vector routing ta ble
,7-4
for digit
,5-9
for digits in vector routing table
,5-9
for digits not in vector routin g table
,5-9
treating digits as a destination
,5-6
treatment ste p used as a d elay for adjunct routing
,9-6
unconditional branching,4-18
using digits to collect branching information
,5-7
using digits to select options
,5-10
VDN calls routing,6-13
vector for servic e o bserving
,4-17
example vector routing table
for ANI routing
,7-4
for call prompting
,5-8
example vector stepadjunct routing
,A-15
announcement
,A-22
check-backup
,A-27
collect digits,A-31
converse-on
,A-35
disconnect
,A-46
goto step,A-51
goto vector
,A-57
messaging
,A-60
queue-to,A-64
route-to
,A-68
wait-time
,A-79
executing VRU scripts,3-13
expected wait time
,6-2
algorithm
,6-4
factors causing for sp lit priority level to d ec rease,6-9
factors effecting the value
,6-9
for a call
,6-3
passing to a VRU,6-3
when infinite
,6-3
expert agent selection
adjunct and feature interactions
,10-25
adjunct interactions
,10-31
conversion
administration for
,K-2
blocking of new incoming calls
,K-8
considerations prior to
,K-1
step s
,K-1
steps for cutover
,K-8
definition
,1-4
feature interactions,10-25
function
,10-1
loginID table
,10-35
requirements,10-1
requires ACD
,10-1
requires c all vectoring
,10-1
splits,10-1
tracking
agents and their skills
,F-16
direct agent c alls
,F-16
for VDN skill preferences
,F-17
non-ACD c alls
,F-17
upgrading to
,K-1
upgrading to G3
,10-38
using CMS,F- 16
F
feature interac tions
with adjunct routing,A-19
with announcement
,A-23
with busy
,A-24
with check digits,A-34
with check-backup
,A-28
with converse-on
,A-39