ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Index
IN-6Issue  4   September 1995
with disconnect,A-47
with goto step
,A-53
with goto vector
,A-59
with messaging,A-61
with queue-to
,A-65
with route-to
,A-71
with stop,A-76
with wait-time
,A-80
features of call vectoring
,1-5
adjunct routing command,1-6
advanced vector routing
,1-5
ANI/ii-digits
,1-5
basic call vectoring,1-5
call promptin g
,1-5
look-ahead  interflow
,1-5
functions
of b asic call vectorin g
,4-2
of c all prompting
,5-5
G
G3
upgrading to expert agent selection
,10-38
G3iV1.1
maximum system p arameters
,N-1
G3V2
maximum system p arameters
,N-1
G3V3
maximum system p arameters
,N-2
observing VDNs,3-11
G3V4
available enhancements
,L-1
comparison operators,3-15
enhancements
hardware and software requirements
,B-4
maximum system p arameters
,N-3
tone detector,5-2
g oto command
differences b etween G2 and G3
,E- 4
example,4-18, 4-19
neutral vec tor command
,8-8
success/failure criteria
,A-84
troubleshooting,D-7
g oto step command
,3-14, A-48
neutral vec tor command
,A-53
g oto vector comman d,3-14, A-54
neutral vec tor command
,A-59
H
handling multiple calls,3-5
I
identifyin g caller needs
call promptin g/VRU digits
,10-4
dire ct agent calling
,10-5
DNIS/ISDN c alled party,10-4
example prompts
,10-4
host database lookup
,10-5
methods of,10-2
table of services and DNIS digits
,10-4
ii-digits
table of those currently available
,7-6
values associated with them
,7-5
ii-digits routing
,7-5
uses for,7-5
improving
performance
,3-1, M-1
expert agent selection,10-1
service
,3-3, 3-6
the average speed of answer
,2-17
inserting vector steps
,2-5
international
equivalent circ uit p acks
,B-2, B-3
L
LAI
function
,8-1
latest VDN
,3-9, 3-10
leavin g a messag e,1-5, 2-14, 4-13
listing existing vectors
,2-4
load balancin g
,1-5
optimal,8-1
providing
,2-17
logical agent
,1-4
look-ahead interflow,1-5, 8-1
ADR
,8-13
alternate destination redire ction
,8-13
diagram of example,8-13
considerations
,C-3
diagram of tandem switch config uration
,8-10
diagram of two switc h c onfiguration,8-3
DNIS and VDN overrid e
,8-11
DNIS information
,8-12
function,8-1
hardware and software requirements
,B-5
requirements
,1-6
route-to c omman d,8-1
tandem switch configuration
far end switch operation
,8-11
sending switch operation
,8-10
tandem switch operation
,8-10
troubleshooting
,D-2
two switch configuration 
						

							Index
Issue  4   Se ptemb er 1995IN-7 
re ceiving switch operation,8-4
sending switch operation
,8-3
M
maximizing performance,M-1, M-3, M-4, M-6, M-8, M-9
example vector,M-3, M-5, M-6, M-7, M-8, M-9, M-10
messaging
,3-14, A-60
ASAI
contents of
,9-2
example
,4-14
leaving a message
,2-14
messaging command
example
,4-13
neutral vec tor command
,8-8
success/failure criteria
,A-85
syntax,A-60
troubleshooting
,D-8
multiple call handling
,3-5
N
naming
a vector
,2-4
neutral vector command,8-7
non-b usiness hours
call d uring
,2-13
numbering
of vector steps
,2-5
O
o bserving VDNs,3-11
off-loading calls
,1-5
o ption
VDN override
,3-9
originator’s display
,8-12
P
p assing digits
to an a djunc t
,5-5
to PBX
,3-9
p erformanc e
basic prin ciples for improving
,M-1
effe cts of ASAI link failure
,9-3
evaluating,F-2
effectiveness of vector programming
,F- 2
for split
,F- 12improvin g
,M-3, M-4, M-6, M-8, M-9
example vector
,M-3, M-5, M-6, M-7, M-8, M-9, M-10
looping
,M-1
maximizin g
,M-1, M-4, M-6, M-8, M-9,M-3
processing cost
comparisons
,M-4, M-5, M-7
of vector steps
,M-11, M-12
testin g vec tors
,M-2
p ersonalizin g call treatment
,2-17
placing a call in queue
,1-5
preventing unauthorized users access,I-1
prioritizin g calls
,2-7, 2-11, 2-17, 3-4
process
involving general number dialing
d iag ram of
,11-22
involving specific number dialing
d iag ram of
,11-21
processing calls
faster
,2-15
functions
,4-2
intelligently,2-15
programming call processing
,1-5
promptin g a caller
,3-9
properties,3-7
providing
an announcement
,1-5
call treatments,3-12, 4-2, 4-3
caller feedback
,2-16
choices to callers
,2-16
faster service,2-17
feedback
,2-7, 2-8, 2-10
initial feedback to caller
,3-5
load balancing,2-17
night servic e
,2-16
security
,3-8
Q
q ueue-to command,3-14, A-64
q ueue-to main
differences between G2 and G3
,E- 3
neutral vector command
,A-66
q ueue-to main comman d
neutral vector command
,8-8, A-65
success/failure criteria
,A-85
syntax
,A-64
troubleshooting,D-5
q ueuing calls
methods for
,3-2
to split,3-3
maximum number of
,3-3
without call vectoring
,3-4 
						

							Index
IN-8Issue  4   September 1995
R
receiving and implementing the c all route,9-7
receiving feedback about a call
,2-7
redirecting calls
methods for
,3-2
reducing
caller hold time
,2-17
number of needed agents,3-6
staffing re quirements
,2-17
transferred calls
,2-17, 3-3
removing incorrect digits strings,5-4
reporting
agent handling
,3-7
call handlin g,3-7
via Basic Call Management System
,3-7
via BCMS
,3-7
via CentreVu Call Management System,3-7
via CMS
,3-7
reports
BCMS
BCMS Split Report
,F- 1 5
VDN Real-Time Report
,F- 15
VDN Summary Report
,F-15
CMS
Split Summary Report
,F- 1 4
VDN Report
,F- 14
Vector Report
,F- 1 5
requeuing c alls
,3-4
requirements
software and hardware
for adjunct routing
,B-6
for advanced vector routing
,B-4
for ANI/ii-digits routing
,B-5
for basic call vectoring
,B-2
for call prompting
,B-3
for G3V4 enhancements
,B-4
for look-ahead interflow
,B-5
rolling ASA
considerations
,6-11
split calculation
,6-10
VDN calculation
,6-11
rolling average s peed of answer,6-10
route valid ation
,9-7, A-18
route valid ation failure
,9-7, A-18
route-to
look-ahead  interflow
,8-1
route-to command
,A-68
differences b etween G2 and G3,E- 5
neutral vec tor command
,8-8, A-73
summary of conditions for destination types
,G-2
syntax,A-68
troubleshooting
,D-8
route-to digits
,3-14
route-to number,3-14route-to re quests
multiple outstanding
,9-8
routing
,7-1
ii-digits,7-5
uses for
,7-5
routing  c alls
,1-5, 1-6, 2-17, 3-3, 3-13, 4-2
based on DNIS
,3-6
example table of call distribution via UCD/EAD,10-21
example table of UCD/EAD call s cenario
,10-20
intelligently
,8-1
overriding specifications,3-9
to an a gent
,10-18
delivery from a skill hunt group
,10-18
to skill queue
using call prompting
,10-14
using expert agent selection
,10-18
using super agent pool
,10-15
routing  tables,7-3
S
security
main type of problem,I-1
metho d
front-end ing  remote a ccess
,I-2
a dvantages
,I-2
replacing remote access
,I-2
methods for preventing  remote access abuse
,I-1
preventing unauthorized users access,I-1
providing
,3-8
rep lac ing  remote access
,I-2
with EAS,I-3
with expert agent selection
,I-3
with remote access
,I-1
with service observing,I-3
with vector initiated service observing
,I-3
sending the route call request
,9-2
servic e o b serving,3-11, 5-13
silence
,3-12
when occurs
,3-5, 3-6, 3-14
skill
definition
,10-5
example table for an auto club
,10-6
table for auto club application,10-16
table of preferences assignments for VDN 1616
,10-16
skill c all
example table of distribution for a single agent
,10-19
skill call queue sequence
example table
,10-19
sp lit
backup
definition
,3-3
main
definition
,3-3
sp lit flows 
						

							Index
Issue  4   Se ptemb er 1995IN-9 
differences among G1/G2/G3,E- 1 1
staffed agent
for ACD sp lit
,3-4
staffed agents
basis of call management decisions
,3-4
check backup command
,3-4
conditional branching,3-11
definition of
,3-4
for non-ACD hunt groups
,3-4
goto command,3-4
number of
,3-14
starting a script
,1-5
status lamp,5-11
CALLR-INFO button
,5-12
NORMAL button
,5-12
steps
maximum number of
,3-12
stop command
,3-14
example,4-20
neutral vec tor command
,8-8, A-76
success/failure criteria
,A-85
syntax,A-76
troubleshooting
,D-8
system p arameters
maximum
G3iV1.1
,N-1
G3v2
,N-1
G3V3
,N-2
G3V4
,N-3
T
tandem switch
configuration
,8-9
far end operation,8-10, 8-11
far end switch operation
,8-10
sending switch operation
,8-10
testing call treatment,2-16
testing vectors
,B-7
tracking
agents and their skills
,F- 1 6
calls
,F-2
dire ct agent calls
,F- 1 6
example
split flow
,F-7
for abandoned calls
,F- 9
for call answered
after route to split
,F-12
by a primary split
,F-8
by non-primary sp lit
,F- 8
after route to VDN
,F- 1 1
by primary sp lit
after route to VDN
,F- 1 0
for non-ACD calls
,F-17
VDN skill preferences
,F- 17transfer call management c ontrol
caller-selected routing
,3-3
messaging
,3-3
treating digits as a destination,5-5, 5-6
troubleshooting
1,000 step execute d
,D-15
AAS split cannot queue,D-21
adjunct
link error
,D-18
route cancelled
,D-18
route failed
,D-17
administration change
,D-15
agent
dro ps converse
,D-19
not logged in
,D-18
not member of split
,D-18
receivin g phantom call
,D-2
all look-ahead  interflow attempts accepted
,D-2
all trunks busy on a quiet system
,D-3, D-8
alternate audio/music source not heard,D-9
ANI digits not passed.
,D-7
ANI not avail - digits
,D-20
ANI not avail - table,D-20
announcement not heard
,D-4, D-7
while waiting for digits
,D-5
ASA - invalid VDN
,D-20
ASA - no staffed agents
,D-22
ASAI transfer converse
,D-19
audible feedback
lasts longer than the delay interval
,D-2
longer than delay interval
,D-9
shorter than d elay interval
,D-9
AUDIX link down
,D-22
branch is not made
to the specified step
,D-7
to the specified vector
,D-7
busy step for CO trunk
,D-18
busy tone,D-8
call a pparently answered in wrong order
,D-5
call c annot b e queued
,D-16
call d oes not enter q ueue or terminate to agent,D-4, 
D-5
call dropped
,D-8, D-15
call dropped by vector disconnect timer,D-15
call stuck in converse
,D-10
caller information b utton denied
,D-6
collect
announcement
not heard
,D-11
not heard and first collected digit
incorrect
,D-6
collect step and announcement skipped
,D-5
converse
dro p during data
,D-19
no ANI digits
,D-19
no prompt digits
,D-19 
						

							Index
IN-10Issue  4   September 1995
no qpos digits,D-19
step skipped
,D-10
transfer d enied
,D-19
covera ge conference denied
,D-20
data return
no digits
,D-20
timeout
,D-20
delay before AUDIX answers
,D-8
delay before hearing announcement
,D-6
dial-ahead digits not recognized,D-6
dial-ahead discarded
,D-16
digits incomplete
,D-11
double coverage attempt,D-17
expected wait-time
call no working agents
,D-23
call not queued
,D-21
no split queue
,D-22
not sent to VRU
,D-21
split lo cked
,D-23
split no working agents
,D-23
split queue full
,D-22
expected  wait-time no history for sp lit
,D-22
extra d elay
,D-7
before hearing announcement
,D-4
first set of digits not collected
,D-10
ii-digits not avail - digits,D-21
ii-digits not avail - table
,D-21
incomplete announcement
,D-4, D-6
insufficient digits collecte d
call routed to intercept
,D-6
invalid
destination
,D-18
direct agent
,D-18
EAS hunt group used in the vector step
,D-20
look-ahead
DNIS name not displayed
,D-2
interflow retry
,D-17
messages not found
,D-8
messaging ste p faile d
,D-17
music not heard
,D-9
network reorder,D-8
no announcement available
,D-16
no available trunks
,D-17
no data returned from VRU,D-7
no digits
collecte d
,D-18
to route-to
,D-17
no entries in routing table
,D-20
no look-ahead interflow attempts a ccepted
,D-2
no Touch-Tone Receiver availab le
,D-16
no vector ste ps, ANI sent,D-20
not a messaging split
,D-22
not all digits returned to the DEFINITY switc h
,D-11
not vector-controlled,D-21
prompting buffer overflow
,D-17
qpos digits not passe d
,D-7queue before route
,D-18
queued to three splits
,D-16
redirect
of call failed
,D-19
unanswere d call
,D-19
retrying announcement
,D-15
ringback heard instead of busy tone
,D-4
route -to step failed,D-17
route-to ste p failed
,D-17
routing table not assig ne d
,D-20
second set of digits
is the same as the first digits passed
,D-11
not collected
,D-10
skill indire ction used improperly
,D-20
split queue is full,D-21
step skipped
,D-3, D-8
no message left
,D-8
that is, default treatment
,D-8
steps
d isp lay event report
,D-13
d isp lay events form
,D-12
system clock change
,D-21
time not set,D-18
unexpected
busy tone
,D-3
intercept or reorder tone heard
,D-3
network reorder or intercept
,D-3
silence after announcement
,D-4
step skipped (that is, default treatment)
,D-3
unexpected intercept or reord er tone heard
,D-8
vector pro cessing halted at c ollect step, announcement 
heard again upon return
,D-6
vector processing stops
,D-4
vector stuck
,D-2, D-6, D-7
with busy,D-8
with ringback
,D-8
vector with no ste ps
,D-15
VRU scrip t
not executed
,D-7
terminate d prematurely
,D-7
wait digits not passed
,D-7
wait step
music failed
,D-19
ringback failed
,D-19
U
upgrading
a call center to expert a gent sele ction,K-1
to a call vectoring environment
,B-7
using digits
to c ollect branching information
,5-5
to select options
,5-5 
						

							Index
Issue  4   Septemb er 1995IN-11 
V
valid entries
for check-backup
,A-26
for collect digits
,A-31
for converse-on,A-35
for disconnect
,A-46
for goto step
,A-49
for goto vector,A-55
for messag ing
,A-60
for queue-to
,A-64
for route-to,A-68
for wait-time
,A-78
VDN
,3-7
active,3-9
calls
,6-12
calls counts
which calls included
,6-13
definition
,1-3, 3-1, 3-7
in coverage path
application uses
,3-10
latest
,3-9
multiple
,1-3
observing
,3-11
overrid e
example application
,3-9
properties
1st/2nd /3rd skill
,3-9
acceptable service level
,3-9
allow VDN override
,3-8
AUDIX name
,3-8
c lass of restriction (COR)
,3-8
extension
,3-8
measured
,3-8
messaging server name
,3-8
name
,3-8
return destination
,3-9
tenant partition number (TN)
,3-8
VDN of origin announcement extension
,3-9
vector number
,3-8
return destination
considerations
,C-5
skills
administering
,10-7
vector
changing existing
,2-4, B-7
creatin g a new
,2-4
definition,1-3, 3-7
disconnect timer
,B-7
editin g
,2-5
enterin g,2-1
events
,D-12, D-14
example
,4-13
accessing voice response scripts,4-9accommodate a super agent pool
,10-17
adjunct routing  vector
,9-2
adjunct routing  vector with redundancy
,9-8
in G3V3 and later releases
,9-9
automate d attendant applic ation
,11-4
call interflow
,4-16
claims application
,11-13
conditional branching
,4-19
customer service application
,11-14
customer service center application
,11-3
delay announcement
,4-4
delay with audible feedback
,4-5
delay with multiple audio/music source feedback
,4-6
dial-ahead digits
,5-15, 5-16
disconnecting a call
,4-8
distributed c all centers a pplication
,11-9
DIVA and data/message collection application
,11-6
emerg ency and routine service application
,11-24, 
11-25
expected wait time
for a call
,6-3
for a split
,6-2
routing  - routing to the b est split
,6-8
routing  and  p assing VRU wait
,6-6
field agent vector application
,11-12
forced announcement
,4-4
help d esk application
,11-10
ii-digits routing example
,7-8
information announcement
,4-5
late caller application
,11-27
leaving recorded message
,4-14
leaving recorded messages
,4-14
messaging options application
,11-29
multiple split queueing
,4-11
notifying callers of wait-time without a VRU
,6-7
passing digits to an adjunct
,5-12
providing busy tone
,4-7
receivin g switch inflow vector
,8-9
remote access service observing vector
,5-13
return d estination vector
with announcement
,C-8
with disconnect
,C-7
with remote a ccess
,C-6
rolling  ASA routing
,6-12
sending switch outflow vector
,8-4
service agency clients applic ation
,11-14
service observing vector
,5-14
skipping/non-skipping of treatment commands
with ASAI link down
,9-4
stopping vector processing
,4-20
supplementary delay announcement
,4-4 
						

							Index
IN-12Issue  4   September 1995
tandem switch vector,8-10
testing
for ANI in vector routing  table
,7-4
for digits in vector routing  table
,5-9
treating  digits as a destination
,5-6
unconditional branching
,4-18
using digits
to collect branching information
,5-7
to select o ptions
,5-10
VDN c alls routing
,6-13
vector for service observing
,4-17
listing existing
,2-4
naming,2-4
testin g
,B-7
vector applications
table of examples
,11-2
vector chaining
goto command
,4-20
multiple,1-4
multiple vectors
,4-20
purpose
,4-20
route-to,4-20
vector command
adjunct routing command
,3-13, A-15
advanced vector routing,6-1
command ta ble
,6-1
ANI/ii-digits
,7-1
command ta ble,7-1
announcement command
,A-22
announcements
,3-13
available with
call prompting
,A-3
call vectoring
,A-3
basic call vectoring
,4-2
command ta ble
,4-2
busy
,3-13, A-24
call a cceptance
qualification of commands
,8-6
call d enial
qualification of commands
,8-7
call promptin g
,5-2
command ta ble
,5-2
check-backup
,3-13, A-26
collect digits,3-13, A-31
comparison operators
,3-15
condition testing
,3-14
converse-on,A-35
converse-on command
,3-13
deleting
,2-5
disconnect,3-14
disconnect c ommand
,A-46
function of each
,A-2
goto step,3-14
goto step comman d
,A-48
goto vector
,3-14, A-54maximum number
,2-5
messaging
,3-14, A-60
neutral
qualification of commands
,8-8
OCM predictive c alls
,10-30
parameters
,A-5
queue-to
,3-14
queue-to command,A-64
route-to
,A-68
route-to digits
,3-14
route-to number,3-14
stop
,3-14
success/failure criteria
,A-82
syntax,A-5
wait-time
,3-14, A-78
vector directory number
definition
,3-1, 3-7
properties
,3-7
vector routing tables
,7-3
vector event
advantages of tra cking unexpected
,D-12
displaying
,D-12, D-13
logging of,D-12, D-13
range of type
,D-14
report
,D-13
tracking,D-12
unexpected
,D-12
unique number
,D-13
with debugging,D-10
vector processing
ASAI link failure
,A-16
BDMS Report
description
,F-15
branching
,3-11, 3-13, 3-14
collectin g from caller,3-14
control flow
,3-1, 3-7
ty pes of
,3-11
factors
,3-1
failure
converse-on step
,A-41
resulting in these destinations
,A-71
maximum number of steps
,3-12
programming
colle cting and acting on information
,3-13
colle cting from caller
,3-13
providing treatments
,3-13
routing calls
,3-13
programming capabilities
branching
,3-11
Split Summary Report
description
,F-14
stopping
,3-1, 3-11, 3-12, 3-13, 4-2, 4-5, 4-19, 4-20
terminating
,4-14, 4-15, 4-16, 4-18
termination
,3-13
termination vs sto pp ing,3-12
troubleshooting
,D-2
VDN Real-Time Report 
						

							Index
Issue  4   Septemb er 1995IN-13 
description,F-15
VDN Report
description
,F-14
VDN Summary Report
description
,F-15
Vector Report
description
,F-15
with covera ge
,3-10, 5-6
vector routing table,5-7, 5-8, 7-4
vector step
chaining
,3-2
conditional branching,3-11
deleting
,2-5
enterin g
,2-4
example
adjunct routing
,A-15
announcement
,A-22
check-backup
,A-27
collect digits
,A-31
converse-on
,A-35
disconnect
,A-46
goto ste p
,A-51
goto vector
,A-57
messaging
,A-60
queue-to
,A-64
route-to
,A-68
treatment step
used as a delay for ad junct routin g
,9-6
wait-time
,A-79
inserting
,2-5
maximum number
,3-2
numbering
,2-5
sequential flow,3-11
stopping
,3-12
terminating
,3-12
termination vs stop p ing,3-12
unconditional branching
,3-11
vector-controlled split
,4-12, 4-14
voice response script,4-2, 4-8
accessing
,4-9
checking amount of time for execution
,4-10
execution of,4-9
interruption of
,4-10
VRI
advantage of
,4-9
capabilities
,4-8
description
,4-8
VRU,4-8
activatin g a voice response script
,A-35
advantages of
,4-8
executin g a script,4-2
execution of VRU s cript
,4-8
normal override rules
,A-45
offloading recorded announcements to,A-43
outpulsing data
,A-37, A-39, A-43
outpulsing to extension
,4-10passing data between VRU and DEFINITY switch
,4-8
passing EWT to
,4-9
returning data to the switch
,A-36
service observing pending mode,A-43
storing received data
,A-36
tandemed to ASAI host
,4-8
used  as an external announcement,4-8
using digits returned from
,A-31
VRU digits
conditional branching
,A-37
displayed via CALLR-INFO button
,A-36
extension in a route-to command
,A-36
tandemed to an ASAI host,A-37
W
wait c ommand
adjunct routing command,9-5
wait-time
,3-14, A-78
predictions
circumstances that will limit
,6-4
when to use pre dictions
,6-4
wait-time command
differences between G2 and G3
,E- 7
example,4-6
neutral vector command
,8-8, A-80
success/failure criteria
,A-86
syntax,A-78
troubleshooting
,D-9
wildcards
,5-7
work mode
after-call-work mode
,3-5
auto-in work mod e
,3-5
auxiliary-work mod e,3-5
manual-in work mod e
,3-5