ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Vector Processing
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nAcceptable Service Level. The numb er of seconds within which calls to 
this VDN should be answered.
nVDN of Origin Annc. Extension. The extension number of the VDN of 
Origin announcement. Only displayed if VDN of Origin Announcement is 
optioned.
n1st/2nd/3rd Skill. Only displayed with Expert Agent Selection (EAS). 
Gives the skill numb ers associated with the VDN.
nReturn Destination. The VDN  extension  number  to which an incoming 
trunk c all will be routed if it returns to vector processing after the agent 
drops the call. Only displayed if VDN Return Destination is optioned.
VDNs can be preassigned to incoming (automatic) trunk groups, or they can be 
sent in d igit form to the PBX/ACD by the public or a private network. The d i gits 
sent to the PBX/ACD can come from the serving Central Office (CO) or toll office 
via the Direct Inward  Dialing (DID) feature or DNIS. The d igits can also come 
from another PBX/ACD location via dial-repeating tie trunks, or they can be 
dialed by an internal caller. For a non-ISDN c all, the last four digits of the number 
are sent to the PBX, while for an ISDN call, the entire 10-digit number is sent.
The last four or five digits of the d estination a ddress passed to the PBX/ACD on a 
DID/DNIS or on a dial tie-trunk call comprise the VDN. Automatic trunks do not 
pass destination a d dress digits. Instead, each such trunk always routes to a 
specific incoming destination that is programmed for the corresponding 
automatic trunk group. The destination can be an attendant queue, an extension, 
a hunt group number, or a VDN.
VDN Override
VDN Override is an o ption that allows information a bout a subsequently route d to 
VDN (if any) to b e used instead of the information about the current VDN. This 
information includes:
nThe name of the subsequent VDN
nSkill sets
nMessaging split command with the “active” entry
nVDN of Origin Announcement
nTenant number
NOTE:
Throughout this d o cument the “active” VDN is the active called VDN as 
modified b y VDN override rules. The “ latest” VDN is the most recent VDN to 
which the call was routed.
VDN Override can b e used in conjunction with a vector that prompts the caller for 
a particular service. Let’s say, for example, a call is placed to an automobile 
dealer. Like any such dealer, this one consists of several departments, including  
						

							Fundamentals of Call Vectoring
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‘‘Sales’’ and ‘‘Parts.’’  Let’s presume the caller wants to talk to someone in 
‘‘Sales.’’  In such a case, the call comes into the ‘‘Main’’ vector (whose VDN name 
is ‘‘Main’’) and is eventually routed to the ‘‘Sales’’ vector (whose VDN name is 
‘‘Sales’’).  If VDN Override is assigned to the ‘‘Main’’ VDN, the ‘‘Sales’’ VDN name 
a p pears on the agent’s disp lay when the call is finally connected to the agent. 
This process is illustrated in Figure 3-1. In this example, the “Sales” VDN is the 
active VDN as well as the latest VDN. If VDN override had not been assigned to 
the “Main” VDN, the agent’s display would have shown “ Main.” In this case, 
“Main” would be the active VDN while “Sales” would be the latest VDN.
Figure 3-1. VDN Override Assigned to Originally Called VDN
VDN in a Coverage Path
A VDN can be assigned as the last point in a c overage path. Whenever a VDN is 
assigned as such, a call goes to coverage and can then be processed by Call 
Vectoring or Call Prompting  (if either is enabled). Ac cordingly, the Call Coverage 
treatment for the call is extended (that is,  coverage can be sent to an external 
location, or the type of coverage can be controlled by the caller).
VDN in a coverage path is used for a number of applications, including:
nSending direct agent  calls or personal calls to an agent (EAS required)
nRouting coverage calls off-premises via the route-to command
INCOMING
CALLVDN1
(VDN DISPLAY
OVERRIDE ASSIGNED)
ROUTE TO VDN2
MAIN VECTOR
(NAME = ªMAINº)
VDN2
QUEUE TO MAIN SPLITSALES VECTOR
(NAME = ªSALESº)
ºSALESº 
						

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nServing as a coverage point for specific call operations (for example, 
sending calls to a secretary during the day and to AUDIX at night).
VDN as a coverage point is illustrated in Chapter 4, Basic Call Vectoring.
Service Observing VDNs
The Service Observing feature provides the option of b eing able to observe 
VDNs with G3V3 and later releases. With this option an observer selects a 
specific VDN  and bridges onto calls (one call at a time) that have just started 
vector processing for that VDN. The observer hears all tones, announcements, 
music, and speech that the caller and the agent hear and say, including Call 
Promp ting and  caller dialing. Also, the observer hears VDN of Origin 
announcements. Once the system makes an o bserving connection to a call in 
vector processing, it maintains the connection throughout the life of the call until 
the call is d isconnected or until the observer hangs up. This is true even if the call 
is routed or transferred externally. See  “Service  Observing” in the 
DEFINITY 
Communications System Generic 3 Feature Description,
 555-230-204 for 
complete information about Service Observing VDNs.
Vector Control Flow
Vector Processing starts at the first step in the vector and then proceeds 
sequentially through the vector unless a 
goto command is encountered.  Any 
steps left blank are skipped, and the process automatically sto ps after the last 
step in the vector.
The Call Vectoring ‘‘programming language’’ provides three typ es of ‘‘c ontrol 
flow’’ that serve to pass vector-processing control from one vector step to 
another.  Control flow types are described in the following list.
nSequential flow p asses vector-p rocessing control from the c urrent vector 
step to the following step. Most vector commands allow for a sequential 
flow through the vector.
NOTE:
Any vector command that fails automatically passes control to the 
following step. The success and/or failure criteria for the Call 
Vectoring commands is discussed in Appendix A.
nUnconditional branching unconditionally p asses control from the current 
vector step to either a preceding and/or succeeding vector step or to 
another vector (for example, 
goto step 6 if unconditionally). 
nConditional branching conditionally passes control from the current 
vector step to either a preceding and/or succeeding vector step or to a 
different vector.  This type of branching is based on the testing of 
threshold conditions (for example, 
g oto vector 29 if staffed-ag ents in split 
6 < 1
). 
						

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Each of these control flow types is fully described in the upcoming chapters.
NOTE:
Call Vectoring has an execution limit of 1,000 steps.  Once 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 
sto p command is 
executed.
NOTE:
An implicit wait of one second is provided after every seven vector steps if 
vector p rocessing is not susp ended  during any one of these steps (see the 
wait-time command manual pages in Appendix A, Call Vectoring 
Commands).
Termination vs. Stopping
For the p urposes of this guide, the expression vector processing terminates 
means a call has comp letely left vector processing. This  occurs when the call is 
alerting at an agent’s station, is a bandoned by the calling party, receives a 
forced disconnect or a forced busy, or is successfully routed to an extension or 
to an off-premises number.
It is imp ortant to differentiate between 
vector processing termination and  
stopping, the latter of which is caused by the stop command or by the execution 
of the final step in the vector. Whereas vector processing termination removes 
the call from the queue if the call is queued, the 
sto p command prevents the 
processing of new vector steps 
but leaves the call in q ueue as the calling party 
receives feedback, such as ringback. If vector processing stops and the call is 
not queued, the call is dropped.
Vector processing termination and the 
stop command are discussed and 
illustrated later in this guide.
Programming Capabilities
The Call Vectoring commands can perform a number of functions relevant to 
processing telephone calls.  A brief explanation for each of these functions 
follows.
nProviding call treatments.  The caller can be provided with a record ed 
announcement explaining that, at the moment, an agent cannot answer 
the call for some reason (for example, there are no a gents available, the 
work day is over, etc.).  Announcements also provide the caller with 
instructions and encouragement. Also, audible feedback (silence, 
ringback, system music , or an alternate audio or music source) or a busy 
tone can be provided to the caller. Provisions can also be made to delay 
vector processing a specific number of seconds before the next vector 
step is executed. Also, when necessary, the call can be disconnected.  
Finally, a session with voice mail (AUDIX) can be initiated. 
						

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nRouting calls.  Calls not imme diately answered by an agent can be 
queued to one or more s plits, as explained earlier in this chapter.  A caller 
can also leave a recorded message if he or she c hooses to d o so.  Finally, 
a call can be routed to a numb er programmed in the vector or to digits 
collected from the caller.
nBranching/programming.  Branches can be made from one vector step 
to another such step or to another vector.  This can be done 
unconditionally as well as conditionally.  Conditional branching is done 
according to a number of  conditions (for example, numb er of available 
agents in a split, number of c alls in a split queue, the numb er of the p hone 
the call is ma de from, etc.).  Finally, vector processing can be stopped 
when necessary.
nCollecting and acting on information.  O ptionally, touch-tone digits can 
be collected and serve as the basis for further vector processing (for 
example, a specific agent can be reached via touch-tone digit(s) entered 
by the caller).
nExecuting VRU scripts.  Voice scripts housed within a Voice Response 
Unit (VRU) can be executed for the c aller.  Voice  sc ripts p rovide the c aller 
with information or instructions, and the caller can often make an 
appropriate response thereto (by, for example, entering touch-tone  digits).
Command Summary
This section lists and describes the commands used by the Call Vectoring 
features. The list is meant to help familiarize the reader with these commands. 
The commands are explained further in Chapter 4 through Chapter 9 and also in 
Appendix A.
nAdjunct Routing is available only when the CallVisor ASAI capabilities 
and Basic Call Vectoring are optioned.  The command c auses a message 
to b e sent to an ASAI adjunct requesting routing instructions.
nAnnouncement provides the caller with a recorded announcement.
nBusy gives the caller a busy signal and causes termination of vector 
processing.
nCheck-Backup Split conditionally c hecks the status of a  split for possible 
termination of the call to that split.  The command either connects to an 
agent in the split or puts the call into the split’s queue (at the specified 
queuing priority level) if the condition specified as part of the command is 
met. A call may be queued to up to three different splits simultaneously.
nCollect Digits allows the user to enter up to 16 digits from a touch-tone 
phone.  An optional announcement may be played first.
nConverse-on Split integrates Voice Response Units (VRUs) with the 
DEFINITY switch.  Specifically, the command allows voice response 
scripts to be executed while the call remains in queue, and it allows the 
passing of data between the DEFINITY  switch and the VRU. 
						

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nDisconnect ends treatment of a call and removes the call from the switch.  
The command also allows the optional assignment of an announcement 
that will play imme diately before the disconnect.
nGoto Step is a branching step that allows conditional or unconditional 
movement to a preceding or succeeding step in the vector. Conditional 
branching is determined by a number of factors (for example, number of 
calls queued in the split, number of staffed agents in the sp lit, etc.).
nGoto Vector is a branching step that allows conditional or unconditional 
movement to another vector. Conditional branching is determined by a 
number of factors (for example, number of calls queued in the split, 
number of staffed agents in the split, etc.).
nMessaging Split allows the caller to leave a message for a specified 
extension or the VDN extension (d efault).
nQueue-to Main Split unconditionally q ueues a call to a split and assigns a 
queuing p riority level to the call in case no agents are available.  A call 
sent with this command either connects to an agent in the split or enters 
the split’s queue.
nRoute-to Digits routes the call to the destination specified by a set of 
digits collected from the caller by the previous 
c ollect digits step.
nRoute-to Number routes the call to the destination specified by the 
administered digit string.
nStop terminates the processing of any subsequent vector steps.
nWait-Time is used to sp ecify whether the caller will hear ringback, system 
music, silence, or an alternate audio or music source while the call is 
waiting in queue.  The command also d elays the processing of the next 
vector step by the specified delay time that is included in the command’s 
syntax.
NOTE:
Complete o peration details for the route-to commands are included in 
Ap pendix G.
Condition Testing within the Commands
As was mentioned in the previous se ction, a number of the Call Vectoring 
commands are implemented according to a tested c ondition that comprises p art 
of the command.  In other words, for example, if the condition expressed in the 
command is 
true, the command action is executed.  On the other hand, if the 
condition expressed in the command is 
false, the command action is not 
implemented, and the next vector step is processed.
The following list provides a set of conditions that might comprise the conditional 
portion of a Call Vectoring command. The available set of conditions is 
d e pendent u pon the DEFINITY switch version number and the optional features 
that have been enabled. See Appendix L, V4 Feature Availability for more 
information. Refer to Ap pendix A for the syntax of each condition. 
						

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nNumber of staffed agents in a split (explained earlier in this chapter)
nNumber of available agents in a split (explained earlier in this chapter)
nNumber of calls queued at a given priority to a sp lit
nAmount of time that the oldest call has been waiting in a sp lit
nAverage Speed of Answer for a sp lit or a VDN
nExpected Wait Time for a split or for a call that has entered vector 
processing
nNumber of calls active in a VDN
nCaller i dentity (ANI)
nType of originating line (ii-digits)
nDigits entered by the caller
nTime-of-d ay and day of the week that the call is placed
NOTE:
The syntax for this  condition can be illustrate d by a couple of examples, as 
follows:  
mon 8:01 to fri 17:00 means ‘‘anytime between 8:01 A.M. Monday 
through 5:00 P.M. Friday,’’ and 
all 17:00 to all 8:00 means ‘‘between 5:00 
P.M. and 8:00 A.M. on any day of the week.’’)
Depending upon the condition, specific comparison operators ([ for example, < 
(less than), > (greater than), = (equal to), < =  (less than or equal to), >=  (greater 
than or e qual to),  (not equal to)]) and a threshold (that is, a range of accepted 
numerical entries) might be in effect. Note that some of these comparators are 
available only with G3V4 and later releases. Ag ain, refer to Ap pendix A.
The chapters on the Call Vectoring features illustrate condition checking in more 
detail. 
						

							Issue  4 September 19954-1  
4
Basic Call Vectoring
Introduction
Basic Call Vectoring allows you to ‘‘program’’ the type of treatment a telephone 
call receives.  You can program accordingly by using a set of vector commands.
Vector commands can direct calls to various destinations, such as a djuncts and 
splits. The commands can also direct calls to various treatments, such as 
announcements, a forced disconnect, a forced busy, or a delay treatment. 
						

							Basic Call Vectoring
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Command Set
The following table illustrates the commands used for Basic Call Vectoring.
Functions and Examples
Basic Call Vectoring allows the user to employ a numb er of different functions to 
process telephone calls. These functions include the following:
nProviding call treatments
nRouting calls
nBranching/Programming
Table 4-1. Basic Call Vectoring Command Set
Command Category Action Taken Command
TREATMENT Play an announcement.
Delay with audible feedback of silence, 
ringback, system music , or alternate 
audio/music source.
Play a busy tone and stop vector 
processing.
Disconnect the call.
Execute a Voice Response Unit (VRU) 
script.
announcement
wait-time
b usy
d isconnect
c onverse-on split
ROUTING Queue the call to an ACD split
Queue the call to a  backup ACD split.
Leave a message.
Route the c all to a number p rogrammed 
in the vector or to a Service Observing 
Feature A c cess Code.
Send to an adjunct a message 
requesting routing instructions for the 
call.q ueue-to main split
c heck-backup split
messaging split
route-to number
adjunct routing
BRANCHING/ 
PROGRAMMINGGo to a vector step.
Go to another vector.
Stop vector processing.g oto ste p
g oto vector
sto p 
						

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The following sections explain these functions.
Providing Call Treatments
In this guide, the term treatment is used to indicate the type of feedback the 
caller receives if the caller is not imme diately connected to an agent, or if the call 
center is too busy or not in operation.  Basic Call Vectoring provides several 
types of treatment, as follows:
nAnnouncements
nDelays with aud i ble feed b ac k
nBusy tone
nDisconnect
nVoice Response Scripts
The sections that follow exp lain these treatments.
Announcements
If a caller is not able to connect to an agent immediately, it is logical to provide 
the caller with a recorded message in order to accomplish one of the following, 
depending upon the circumstances:
nEncourage the caller to continue to hold the line.
nProvide the caller with information that will satisfy his or her needs, thereby 
keeping him or her from waiting a long time for service and also allowing 
him or her to hang up as soon as possible.
Such a recorded message is referred to as an 
announcement, and it is provided 
via the 
announcement command.
Whenever a call is connected to an announcement, any previous treatment is 
discontinued, and answer supervision is sent (unless it has already been 
provided).  If,  during an announcement, the call is moved from waiting in a split’s 
queue to alerting or connecting to an agent’s station, the announcement is 
disconnected, and the caller hears rin g back.  When the announcement 
completes and is disconnected, the caller hears silence until either a vector step 
with alternate treatment is processed or the call reaches an agent’s station.
Announcements can be classified into three groups, as follows:
nDelay announcements
nForced announcements
nInformation announcements