ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Tutorial
2-16Issue  4 Septemb er 1995
NOTE:
If the d ashed number in the last column is followed by ‘“F),” the number is a 
figure number.
Table 2-1. Benefits of Call Vectoring
Category Call Vectoring Benefits Figure
Call Treatment Im plement special treatment based on the time of 
d ay and the day of the week (for example, providing 
night service).4-16, 11-1
Automatically change treatment according to either 
how long the call has been waiting or to changing 
traffic or staffing conditions.4-13, 4-15, 8-2, 
8-3, 11-3, 11-4
Provide appropriate caller feedback during waiting 
(for example, music or announcements during heavy 
calling periods).4-7, 4-10
Provide multiple and/or recurring informational or 
d elay announcements that are selected according to 
the time of day/day of the week, call volume, or 
staffing conditions.4-12, 4-13, 8-2, 
11-1
Provide 24 hour/day, 7 day/week automated 
information announcements.4-4, 4-5
Remove selected calls (by providing busy or 
d isconnect)4-7, 4-8, 4-9, 
4-11, 4-15
Set up and test, in advance, special call treatments 
for events su ch as sales, advertising campaigns, 
holidays, snow d ays, etc.4-4, 4-8
Provide the caller with a menu of choices.5-6, 5-7, 5-11, 
11-3, 11-5
Execute a VRU script4-9, 11-4
Notify callers of their expected delay in q ueue 6-3, 6-4
Provide multiple audio/music sourc es 4-6 
						

							Benefits of Call Vectoring
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Call Routing Queue calls to up to three splits simultaneously, 
consequently improving the average speed of 
answer an d agent productivity.4-10, 11-1,
11-4
Implement routing to local or distant destinations. 4-13, 5-1, 5-2, 
8-2, 11-2, 11-3, 
11-4, 11-5
Connect callers to a voice-mail or messaging system 
either automatically or at their request.4-11, 4-12, 11-
3, 11-5
Reduc e call transfers by accurately routing callers to 
the desired destination.5-1, 5-2, 11-3
Provide up to four ACD queuing priority levels and 
the ability to change the queuing priority d ynamically, 
as a result, providing faster service for selected 
callers.11-1, 11-3, 11-
4
Reduce a gent and/or attendant staffing requirements 
b y:  (1) automating some tasks; (2) reducing caller 
hold time; (3) having agents in one split service 
multiple call types.4-4, 4-5, 5-1, 
5-11, 5-12, 11-
2, 11-3
Intelligently b alance ACD call loads across multiple 
locations.8-2, 8-3, 8-5, 
11-5
Determine the expected wait time in ACD q ueues. 6-3, 6-5
Limit the numb er of simultaneous incoming trunk 
calls to a VDN.6-7
Route calls based on the caller’s ANI or the type of 
the originating line.7-1, 7-3, 7-4
Information 
CollectionProvide customized and/or personalized call 
treatment via information collection and messaging.5-1, 5-6, 5-11, 
11-2, 11-3, 11-
5
Collect information for use by an adjunct or by agent 
d isplay.5-7, 11-5
Table 2-1. Benefits of Call Vectoring
Category Call Vectoring Benefits Figure 
						

							Issue  4 September 19953-1  
3
Fundamentals of Call Vectoring
Introduction
The manner in which a call is processed depends upon a number of components 
within b oth the DEFINITY System and the Call Vectoring software.  Some of these 
components include the following:
nResources available to process a call (for example, agents, splits, 
software, hard ware)
nVector control flow
nCommands used within the relevant vector(s)
A prudent utilization of these components will produce an effective means of 
processing telephone calls.  This chapter discusses these components, which 
constitute the fundamentals of Call Vectoring.
Call Management
When a call is placed to a PBX with Call Vectoring activated, the call accesses 
the appropriate vector(s) via a Vector Directory Number (VDN). A VDN is a ‘‘soft’’ 
extension number not assigned to an equipment location. Each VDN ma ps to 
one vector, and several VDNs may map to the same vector.  (The VDN is fully 
discussed later in this chapter).
Once the call goes to a vector, the call’s routing and treatment are determined by 
the commands in the vector.  Processing starts at the first ste p and then 
proceeds usually sequentially through the vector.  Any steps left blank are 
skip ped, and the p rocess automatically stops after the last step in the vector. 
						

							Fundamentals of Call Vectoring
3-2Issue  4 September 1995
Call Vectoring allows the chaining of vector steps and vectors. Accordingly, one 
vector can d irect the call to another vector or VDN, which in turn can direct the 
call to yet another vector, etc. Note, however, that a maximum of 1,000 vector 
steps can be executed for any call. When a call enters vector processing, a loop 
counter keeps track of the number of vector steps executed. If the loop counter 
exceeds 1,000, a 
stop command is executed.
When a call is delivered to an available agent, the agent can see the information 
associated with the VDN (for examp le, the VDN name) on his/her display (if 
present) and, as a result, can respond to the call with knowled g e of the service or 
response required.
In the real world, of course, not every call placed to a site is immediately 
answered b y an agent. (The c ustomer often has fewer agents than the maximum 
simultaneous call c a pacity.  Therefore, calls will have to be queued.) The 
following sections disc uss how calls are routed and/or queued via Call Vectoring.  
Subsequent sections discuss agent states, priority levels, caller feed b ack, and 
caller control.
Call Flow
Calls enter a vector and execute steps sequentially b eginning with step 1, unless 
there is a 
goto step. Most steps take microseconds to execute. The exception is 
steps with 
announcement, wait-time and collect d igits commands. A one second 
wait occurs after every seven executed steps unless an explicit wait has 
occurred. Note that 
wait-time with 0 seconds is not an explicit wait.
Call Vectoring uses several call flow methods to redirect and/or queue calls. 
These methods involve the use of the Call Vectoring commands, which are 
described later in this chapter. The methods for queuing and redirecting calls 
include the following:
nMultiple split queuing allows a call to q ueue to u p to three splits.
nIntraflow allows calls unanswered at a split within a predefined time frame 
to be redirected to one or more other splits on the same switch.  If 
redirection depends upon a condition to be tested, the p rocess is referred 
to as 
conditional intraflow.
nInterflow allows calls directed to a vector to be redirected to an external 
or non-local split destination. This destination is  represented by a number 
programme d in the relevant vector.  Calls can be route d to an attendant 
(or attendant queue), a local extension, a remote [that is, Uniform Dialing 
Plan (UDP) ] extension, an external numb er, or a VDN.
nLook-Ahead Interflow can be implemented for call centers with multiple 
ACD locations connected via an ISDN-PRI. This method allows a call to 
interflow only to a remote location that is better e quipped to handle the 
call. Look-Ahead Interflow (LAI) can occur only when the proper 
conditions at the receiving switch are met. 
						

							Call Management
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3-3
nAdjunct Routing allows the switch to request a routing destination from 
an adjunct processor via ASAI.  When this feature is enabled, the switch 
sends the ASAI adjunct a message containing information a bout the 
calling party.  The adjunct uses this information to determine, from its 
databases, the best place for the switch to send the call.  The a djunct then 
passes this routing information back to the switch.
Each of these call control flow methods is fully discussed in the upcoming 
chapters.
Caller Control
Call Vectoring allows for the temp orary transfer of call management control to the 
caller via several means, as follows:
nCaller-Selected Routing.  If Call Prompting is enabled, the customer can 
prompt the caller to input information in the form of d ialed digits from a 
touch-tone or local rotary telephone.  (A recorded announcement is 
usually used for prompting purposes.)  Once the caller inputs the digits, 
the call is efficiently and accurately routed to the correct department or 
destination. This procedure can significantly reduce the number of 
transferred calls and thus better satisfy the caller’s needs.
nMessaging is a means of satisfying customer d emand during p eak calling 
periods. The caller can leave a voice message for the customer in the 
event that the call cannot b e or has not yet b een answered. When 
messaging is enabled, control is eventually passed to the Audio 
Information Exc hange (AUDIX) or message service split. AUDIX is a voice 
mail adjunct that allows a customer to record, edit, forward, and retrieve 
voice messages to and from callers.
Subsequent chapters discuss these procedures in more detail.
Call Queuing to Splits
Basic Call Vectoring is used primarily to control the call activity of ACD sp lits.  
Basic Call Vectoring can queue calls to up to three such sp lits simultaneously at 
any one of four priority levels. This process is called 
multiple split queuin g. The 
first split to which a call is queued via this process is called the 
main split, while 
the second sp lit and the third split (if necessary) are called 
backup splits.
Multiple split queuing serves to provide better service to the caller, and it also 
enables a better utilization of a gents.  A call remains queued until either vector 
processing terminates or the call reaches an agent or another destination.  
(Vector processing termination is discussed later in this chapter.)
When an agent becomes available in any split to which the call is queued, the 
following events take place:
nCall b e gins alerting the agent (or connects if it is automatically answered). 
						

							Fundamentals of Call Vectoring
3-4Issue  4 September 1995
nCall is removed from any other queues.  Announcements, music, 
ringback, or other audio source are also removed.
nVector processing terminates.
Note that these actions always happen 
immediately, even if the c aller is receiving 
call treatment (for example, hearing an announcement).  (Call treatments are 
discussed later in this chapter.)
Multiple split queuing is illustrated in Chapter 4, Basic Call Vectoring.
Split Queue Priority Levels
If a call is q ueued without Call Vectoring enabled, the call is tracked at one of two 
priority levels:  
Medium and High. On the other hand, if a call is queued via Call 
Vectoring, the call can be assigned one of four priority levels:  
Top, High, 
Medium,
 and Low. Within each priority level, calls are processed sequentially as 
they arrive.  This is equivalent to  a 
FI FO (first-in, first-out) ord er.  A vector can be 
administered to queue calls at any of the four priority levels.
NOTE:
A direct agent call is always given the highest priority and, as a result, it is 
always delivered before a call that is directed to a split. (A direct agent call 
is an ACD call that is directed to a sp ecific ACD agent rather than to any 
available ACD agent in the split. See Direct Agent Calling on page 10-28 
for more information.)
NOTE:
If a call is already queued to one or more splits that are currently intended 
to serve as backup splits, the call could be requeued at the new priority 
level indicated in the command step. (For further details on requeuing, see 
Ap pendix A.)
Agent Work Mode
Call Vectoring can make call management decisions a ccording to real-time 
agent work mo des. These states, 
available-agents and staffed-agents, can 
a p pear as conditions within the 
check backup split and g oto Call Vectoring 
commands (that is, the commands can check for the number of available agents 
or staffe d agents).
For ACD splits, 
staffed-agents represents the number of agents logged-in. 
Available-agents represents the number of agents logged-in and ready to 
receive an ACD call.
For non-ACD hunt groups, 
staffed-agents is synonymous with administered, 
since hunt groups do not have any log-in, log-out, or work modes. 
Available-
agents
 is the number of agents ready to receive a hunt group call. 
						

							Call Management
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3-5
For ACD calls, an a gent’s state is further defined b y the relevant work mode.  The 
following list d escribes these modes:
nAfter-Call-Work Mode makes the agent unavailable to receive any ACD 
calls for any split. This mode can be used when the agent is d oing ACD 
call-related work.
nAuto-In Work Mode makes the agent available to receive calls and allows 
the agent to receive a new ACD call immediately after disconnecting from 
the previous call. When  Multiple  Call Handling is enabled an agent in 
Auto-In Work Mode can receive additional ACD calls while still active on a 
call.
nAuxiliary-Work Mo de makes the agent unavailable to receive any ACD 
calls for the sp ecified split. This mode can be used when an agent is 
performing non-ACD activities, such as going on a break. 
nManual-In Work Mode makes the agent available to receive calls and 
automatically puts the agent into the 
After Call Work Mode after 
disconnecting from an ACD call. When Multiple Call Handling is enabled 
an agent in Manual-In Work  Mode can receive additional ACD calls while 
still active on a call.
See the 
DEFI NIT Y Com munications System Generic 3 Feature Description, 555-
230-204, for a more complete description of agent work modes and Multiple Call 
Handling.
Calling Party Feedback
The initial feedback a caller hears as the call is being processed by a vector 
depends upon the origin classification of the call, which can be one of the 
following:
nInternal (internal call from another Generic 3 user)
nNon-CO (incoming call over a DID or tie trunk over which incoming digits 
are received)
nCO (incoming call over a CO or automatic type tie trunk over which no 
d i gits are received)
For an internal or a non-CO call, the caller hears silence until one of the following 
vector steps is reached:
nWait with system music, ringback, or an alternate audio/music source 
(Caller hears system music, ringing, or the music or audio associated with 
an administered port.)
nAnnouncement  (Caller hears the announcement.)
nBusy  (Caller hears a busy tone.)
nCall alerting an agent or at a station  (Caller hears ringing or the a gent 
answering the call.) 
						

							Fundamentals of Call Vectoring
3-6Issue  4 September 1995
For a CO call, the caller hears CO ringback until one of the following vector steps 
is reached:
nAnnouncement  (Caller hears the announcement.)
nWait with system music or alternate audio/music source (Caller hears 
system music, or the music or audio associated with an administered 
port.) 
nCall answered  (Caller hears the agent or voice response answering the 
call.)
For a CO call for which answer supervision has already been supplied (via the 
processing of an announcement or the issuing of a 
wait-time command), the 
caller may hear any of the following:
nAnnouncement when any announcement command is processed.
nRingback, silence, system music , or an alternate audio/music source 
when a 
wait-time command is processed.
nBusy when a busy command is processed.
nRingback when the call is alerting a station.
Regardless of the c all’s origin, the caller  can expect to hear different forms of the 
feedback described in this section as the relevant vector steps are processed.  
Examp les of how subsequent c aller fee d back is provided in the vector appear in 
Chapter 4, Basic Call Vectoring and in several of the following chapters.
Dialed Number Identification Service (DNIS)
In the traditional ACD arrangement, each agent in a given split is trained to 
answer calls relevant to one specific purpose in an efficient and professional 
manner. However, ACD managers have recognized the need to enhance this 
arrangement in which each split is limited to a single call-answering task. 
To this end, there is now a split arrangement available in which each group of 
agents is proficient in dealing with several types of calls. The intent is to service 
multiple call types with the use of fewer agents overall and with less 
administrative intervention by the ACD manager.  Usual economies of scale 
come into p lay here.  For example, where five agents might b e needed in each of 
three smaller splits (15 agents total) to handle three types of calls, only 11 or 12 
agents might be needed in the comb ined split.
To aid in providing capabilities such as the one just p resented, a network service 
known as Dialed Numb er Id entification Service (DNIS) is available. DNIS enables 
a unique multidigit number that is based on the dialed number (of usually four 
digits) to be associated with the call (sent to a customer’s telephone, sent to a 
host comp uter with ASAI a p plications, used to provide different treatments for 
the call, etc .). The number that is sent depends upon the telephone number 
dialed by the caller. Each DNIS number in the customer’s telephone system can  
						

							Vector Processing
Issue  4 September 1995
3-7
be programmed to route to an ACD split comprised of agents who are proficient 
in handling several typ es of calls.
Call Vectoring takes the DNIS numb er from the network and interprets this 
number as a VDN.  When the call is delivered to the agent terminal, the unique 
name assigned to the particular VDN is displayed on the a gent’s terminal.  This 
allows the agent to know the specific purpose of the call.  As a result, the agent 
can answer with the appropriate greeting and be immediately prepared to 
service the customer.
Vector Processing
If Call Vectoring is in effect, telephone calls are processed by one or more 
programme d sequences of command steps called vectors.
The following sections provide a general overview of vector processing.  To this 
end, the following topics are discussed:
nVector Directory Numb er (VDN)
nVector control flow
nProgramming capabilities
Vector Directory Number
Within Call Vectoring, calls access the appropriate vector(s) via a Vector 
Directory Numb er (VDN).  A VDN is a ‘‘soft’’ extension number that is not 
assigned to an equipment location. In effect, the di gits d ialed by a caller or sent 
to the DE FI NITY  syst em  from an external network are translate d within the system 
as a VDN.
The VDN p oints to the vector, and it d efines the service desired by the caller.  
The VDN also serves as the application number, and it allows for specific call-
handling and agent-handling statistical reporting within both the DEFINITY  Ba si c  
Call Management System  (BCMS)  and the CentreVu
TM Call Management System 
(CMS) for each application handled by the call center. 
VDNs are assigned to different vectors for different services or a p plications that 
require specific treatments. Any number of VDNs can be assigned to the same 
vector.  As a result, the same sequence of treatments can be given to calls that 
reach the PBX/ACD via different numb ers or from different locations.
The VDN has several properties.  These properties are a dministered by the 
System Manager on the Vector Directory Number administration form. 
						

							Fundamentals of Call Vectoring
3-8Issue  4 September 1995
nExtension.  Extension number used to identify the VDN.
nName.  Name that is associated with the VDN.  This name, which is shown 
on the a gent’s display, is optional and can contain up to 15 characters.
nAllow VDN Override.  Option that allows the name and other attributes of 
a subsequently routed to VDN to be used instead of the name and 
attributes of the current VDN.
nCOR (Class of Restriction).  1- or 2-digit number that specifies the COR 
of the VDN.
NOTE:
As a security measure, you can deny incoming callers a ccess to 
outgoing facility paths by c onfiguring the COR of the VDN to p rohibit 
outgoing access.  For details, refer to the 
GBCS Products Security 
Handbook
, 555-025-600.
nTN. The Tenant Partition Number for this VDN.
nVector Number.  Vector-assigned number that determines which vector is 
activated when a call comes into a VDN.  Several VDNs may send calls to 
the same vector.
nAUDIX Name. Only displayed for G3r. The name of the AUDIX that is 
associated with the VDN as it appears on the Ad junct Names form.
nMessaging Server Name. Only displayed for G3r. The name of the 
messaging server as it ap pears in the Adjunct names form.
nMeasured. Indicates whether data about the VDN is being measured 
internally by BCMS, externally by CMS, by both BCMS and CMS, or not at 
all.
add vdn xxx                                                         Page 1 of 1
VECTOR DIRECTORY NUMBER
Extension:
Name:
 Allow VDN Override?
COR:
TN:
Vector Number:
AUDIX Name:
Messaging Server Name:
Measured:
Acceptable Service Level (sec):
VDN of Origin Annc. Extension:
1st Skill:
 2nd Skill:
3rd Skill:
Return Destination: