Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
157 Managing vectors and VDNs 
7
3. In the First Announcement Extension field, type the extension of the 
announcement you want callers to hear.
In our example, type 
1234.
4. In the First Announcement Delay (sec) field, type the number of seconds 
you want the caller to wait before hearing the first announcement.
In our example, type 
20.
Tip:
If you set the delay announcement interval to 0, callers...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
158 Managing vectors and VDNs 
7
What are vectors?
A vector is a series of commands that you design to tell the system how to handle 
incoming calls. A vector can contain up to 32 steps and allows customized and 
personalized call routing and treatment. Use call vectoring to:
nplay multiple announcements
nroute calls to internal and external destinations
ncollect and respond to dialed information...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
159 Managing vectors and VDNs 
7
Instructions
To write a vector:
1. Type 
change vector 1 and press RETURN.
The Call Vector
 screen appears.
The vector Number field on the left side of the screen is filled in 
automatically.
2. In the Name field, type a description for the vector.
In our example, type 
main number calls.
Tip:
The information in the heading of the Call Vector screen is display 
only....

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
160 Managing vectors and VDNs 
7
Putting a call in a queue
Write a vector so that calls that come into the main business number redirect to a 
queue.
We’ll use a vector-controlled hunt group for the main number queue. This hunt 
group was set up as main split 47. When calls first arrive, all calls to our main 
number should be queued as “pri 1” for low priority.
To queue calls, write the following...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
161 Managing vectors and VDNs 
7
Tip:
Rather than loop your vectors directly back to the announcement step, go to 
the previous queue-to step. This way, if for some reason the call does not 
queue the first time, the switch can attempt to queue the call again. If the call 
successfully queued the first time though, it merely skips the queue-to step 
and plays the announcement. The system cannot queue...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
162 Managing vectors and VDNs 
7
For after hours treatment, write this vector (steps 1, 6, and 7):
If the 
goto command in step 5 fails, the switch goes to the next step. The stop in 
step 6 prevents callers from incorrectly hearing the “office is closed” 
announcement in step 7. 
Stop keeps the call in the state it was in before the 
command failed. In this case, if step 5 fails, the call remains in...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
163 Managing vectors and VDNs 
7
To let callers leave messages, write this vector (step 7):
Redirecting calls during an emergency or holiday
You can provide a quick way for a supervisor or agent to redirect calls during an 
emergency or holiday. Use a special mailbox where you can easily change 
announcements. This vector is also an alternative to making sure all agents log out 
before leaving their...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
164 Managing vectors and VDNs 
7
When there is an emergency, fire drill, or holiday, the supervisor or agent logs into 
this split.
When an agent logs into split 10, the system looks at vector step 1, sees that more 
than 0 people are logged into split 10, and sends calls to step 10 (which sends to 
messaging split 99).
When your business returns to normal and the agent logs out of split 10, call...

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
165 Managing vectors and VDNs 
7
To let callers connect to an extension, write this kind of vector:
Inserting a step
It is easy to change a vector step and not have to retype the entire vector. Let’s add 
announcement 4005 between step 3 and step 4 in vector 20.
To insert a new vector step in vector 20:
1. Type 
change vector 20 and press RETURN.
The Call Vector
 screen appears.
2. Press 
EDIT.
3....

DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
Handling incoming calls 
166 Managing vectors and VDNs 
7
Deleting a step
To delete vector step 5 from vector 20:
1. Type 
change vector 20 and press RETURN.
The Call Vector
 screen appears.
2. Press 
EDIT.
3. Type 
d followed by a space and the number of the step you want to delete.
In our example, type 
d 5.
Tip:
You can delete a range of vector steps. For example, to delete steps 2 
through 5, type 
d 2-5 and press ENTER....