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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
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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 automatically
hear the announcement before anything else. This is called a “forced
first announcement.”
5. Press
ENTER to save your changes.
You can use the same announcement for more than one hunt group.
Managing vectors and VDNs
This section provides an introduction to vectors and Vector Directory Numbers
(VDN). It gives you basic instructions for writing simple vectors.
!SECURITY ALERT:
Vector fraud is one of the most common types of toll fraud because vectors
route calls based on the Class of Restriction (COR) assigned to the VDN.
Refer to BCS Products Security Handbook for more information.
This section references announcements, hunt groups, queues, splits, and skills,
which are covered in detail in other sections of this book. You can also find
information about these topics in the DEFINITY ECS Call Vectoring/EAS Guide
or DEFINITY BCS and Guestworks Call Vectoring Guide.
change hunt-group 1 Page 3 of 39
HUNT GROUP
Message Center: ________
AUDIX Extension: ____
Message Center AUDIX Name: ______
Primary? _
Calling Party Number to INTUITY AUDIX? _
LWC Reception: _______
AUDIX Name: _______
Messaging Server Name: _______
First Announcement Extension: _____ Delay (sec): __
Second Announcement Extension: _____ Delay (sec): __ Recurring? _
HUNT GROUP
Message Center: ________
AUDIX Extension: ____
Message Center AUDIX Name: ______
Primary? _
Calling Party Number to INTUITY AUDIX? _
LWC Reception: _______
AUDIX Name: _______
Messaging Server Name: _______
First Announcement Extension: 1234 Delay (sec): 20
Second Announcement Extension: _____ Delay (sec): __ Recurring? _
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 Tip: The vector follows the commands in each step in order. The vector “reads” the step and follows the command if the conditions are correct. If the command cannot be followed, the vector skips the step and reads the next step. Your system can handle calls based on a number of conditions, including the number of calls in a queue, how long a call has been waiting, the time of day, day of the week, and changes in call traffic or staffing conditions. Writing vectors Writing vectors is easy, but we recommend that you set up and test your vectors before you use them across the system. We’ll write a vector to handle calls to our main number. It is the first vector so we’ll use number 1. Tip: Use list vector to see a list of existing vectors. Before you start nOn the System Parameters Customer-Options screen, verify the Basic Call Vectoring field is y. If not, contact your Lucent representative. nTo provide announcements, you need an Announcement circuit pack. Refer to DEFINITY ECS System Description for more information on the circuit pack. nUse one of the following: nTone Clock with Call Classifier - Tone Detector circuit pack. nCall Classifier - Detector circuit pack.
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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. Use
display system-parameters customer-options to see the
features that are turned on in your switch.
3. Type your vector steps in the numbered column on the left of the screen.
Tip:
When you type in your vector steps, the switch automatically
completes some of the vector step information for you. For example, if
you type “q” in a vector step field, the switch fills in “queue-to.”
Also, additional fields appear when you complete a field and press
TA B. This makes it very easy to type in your vector steps.
Now that vector 1 is set up, let’s add a vector step to it to tell the switch how to
handle the calls to our main number.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 ____________
02 ____________
03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________
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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 vector (step 2). (Please note, we started our
example on step 2 because step 1 is used later in this chapter.)
Tip:
Remember, the switch automatically fills in some of the information when
you type your vector step and press
TA B.
Playing an announcement
Write a vector to play an announcement for callers in a queue. Use the
announcement to ask callers to wait. You need to record the announcement before
the vector can use it.
Let’s play our announcement 4001, asking the caller to wait, then play music for
60 seconds, then repeat the announcement and music until the call is answered.
The
goto command creates the loop to repeat the announcement and the music.
Unconditionally means under all conditions.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 ____________
02
queue-to main split 47 pri 1 03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________
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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 a call more than
once in the exact same priority level.
To play and repeat an announcement, write this vector (steps 3-5):
Routing based on time of day
Write a vector for calls that come in after your office closes.
Assume that your business is open 7 days a week, from 8:00 a.m. to 5:00 p.m.
When calls come in after business hours, you want to play your announcement
4002, which states that the office is closed and asks callers to call back during
normal hours. Write the vector so the call disconnects after the announcement is
played.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 ____________
02 queue-to main split 47 pri 1
03
announcement 4001 (All agents are busy, please wait...)04wait-time 60 secs hearing music05goto step 2 if unconditionally06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________
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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 step 4 and the
caller continues to hear music.
!CAUTION:
Add a stop vector step only after calls are routed to a queue. If a stop
vector is executed for a call not in queue, the call drops.
Allowing callers to leave a message
Write a vector that allows callers to leave messages. This type of vector uses a
hunt group called a messaging split. For our example, we send after-hours calls to
the voice mailbox at extension 2000 and use messaging split 99.
Once the vector routes a call to the mailbox, the caller hears a greeting (that was
recorded with the voice mail for mailbox 2000) that tells them they can leave a
message.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01
goto step 7 if time-of-day is all 17:00 to all 8:00 02 queue-to main split 47 pri 1
03 announcement 4001 (All agents are busy, please wait...)
04 wait-time 60 secs hearing music
05 goto step 2 if unconditionally
06
stop07disconnect after announcement 4002 (“We’re sorry, our office is closed...“)08 ____________
09 ____________
10 ____________
11 ____________
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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 phones.
In our example, no agents are normally logged in to split 10. We’ll use split 10 for
an emergency. We preset buttons on our agents’ phones so people with these
phones can log in at the touch of a button.
To quickly redirect calls:
1. Create a special mailbox with the appropriate announcement such as “We
are unable to answer your call at this time” or “Today is a holiday, please
call back tomorrow.”
In our example, we recorded the mailbox greeting for extension 2001.
2. Insert the following bold steps (steps 1, 10, and 11).
Refer to ‘‘
Inserting a step’’ on page 165 for more information.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 goto step 7 if time-of-day is all 17:00 to all 8:00
02 queue-to main split 47 pri 1
03 announcement 4001 (All agents are busy, please wait...)
04 wait-time 60 secs hearing music
05 goto step 2 if unconditionally
06 stop
07
messaging split 99 for extension 200008 ____________
09 ____________
10 ____________
11 ____________
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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
handling returns to normal.
Giving callers additional choices
You can give your callers a list of options when they call. Your vector tells the
switch to play an announcement that contains the choices. The switch collects the
digits the caller dials in response to the announcement and routes the call
accordingly.
We’ll create a vector that plays an announcement, then lets callers dial an
extension or wait in the queue for an attendant.
Please note, the following example of this “auto attendant” vector is a new vector
and is not built on the vector we used in the previous example.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01
goto step 10 if staff agents split 10 > 002 goto step 8 if time-of-day is all 17:00 to all 8:00
03 queue-to main split 47 pri 1
04 announcement 4001 (All agents are busy, please wait...)
05 wait-time 60 secs hearing music
06 goto step 2 if unconditionally
07 stop
08 messaging split 99 for extension 2000
09 stop
10
messaging split 99 for extension 200111stop
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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. Type
i followed by a space and the number of the step you want to add.
In our example, type
i 4.
4. Type the new vector step.
We’ll type
announcement 4005 (Please wait...).
5. Press
ENTER to save your changes.
Tip:
When you insert a new vector step, the system automatically renumbers the
rest of the vector steps and all references to the vector steps. The switch
inserts a “*” when the numbering needs more attention.
CALL VECTOR
Number: 1 Name: main number calls ______ Multimedia? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01
wait-time 0 seconds hearing music
02collect 4 digits after announcement 4004 (You have reached our company.
Please dial a 4-digit extension or wait for the attendant.)
03route-to digits with coverage y
04route-to number 0 with cov n if unconditionally
05stop06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
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. 4. Press ENTER to save your changes. Tip: When you delete a vector step, the system automatically renumbers the rest of the vector steps and all references to the vector steps. The switch inserts a “*” when the numbering needs more attention. More information Refer to DEFINITY ECS Call Vectoring/EAS Guide or DEFINITY BCS and Guestworks Call Vectoring Guide or DEFINITY BCS and Guestworks Call Vectoring/EAS Guide for more information. Automated Attendant competes with several features for ports on the Call Classifier — Detector circuit pack or equivalent. Refer to DEFINITY ECS System Description for more information on the circuit pack. Fixing problems If there is a problem with a vector, the switch records the error as a vector event. Vector events occur for a number of reasons including problems with a trunk, full queue slots, or the vector reaching the maximum 1000 steps allowed. Use display events to access the Event Report screen and see the event record. Use the event record to see why the vector failed. To view the Event Report: 1. Type display events and press RETURN. The Event Report screen appears.