Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
43 What are vectors? 
Call Vector screen
If the goto command in step 5 fails, the switch will go 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 
is dropped.
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 then they can leave a message.
1. goto step 7 if time-of-day is all 17:00 to all 8:002. queue-to main split 47 pri l
3. announcement 4001 (All agents are busy, please wait...)
4. wait-time 60 secs hearing music
5. goto step 2 if unconditionally
6. stop
7. disconnect after announcement 4002 (“We’re sorry, our
office is closed...)
8.  
						

							Managing vectors and VDNs 
44 What are vectors? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
To let callers leave messages, write this vector (step 7).
Call Vector screen
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.
1. goto step 7 if time-of-day is all 17:00 to all 8:00
2. queue-to main split 47 pri l
3. announcement 4001 (All agents are busy, please wait...)
4. wait-time 60 secs hearing music
5. goto step 2 if unconditionally
6. stop
7. messaging split 99 for extension 20008.  
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
45 What are vectors? 
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 vector steps (steps 1, 10, 11):
3.
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. 
 01. goto step 10 if staffed 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 l
04. announcement 4001 (“All agents are busy, please wait...”)
05. wait-time 60 secs hearing music
06. goto step 3 if unconditionally
07. stop
08. messaging split 99 for extension 2000
09. stop
10. messaging split 99 for extension 2001
11 .  s t o p 
						

							Managing vectors and VDNs 
46 What are vectors? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
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 examples.
To let callers connect to an extension, write this kind of vector:
Call Vector screen
                                 CALL VECTOR
       Number: 20           Name: extension or attendant
   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
1. wait-time 0 seconds hearing music
2. collect 4 digits after announcement 4004 (You have reached our
company. Please dial a 4-digit extension or wait for the
attendant.)
3. route-to digits with coverage y
4. route-to number 0 with cov n if unconditionally
5. stop 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
47 What are vectors? 
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 RETU RN.
The call vector screen appears.
2. Press 
ED I T.
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 
EN TER 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. 
						

							Managing vectors and VDNs 
48 What are vectors? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
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 
ED I T.
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 
EN TER.
4. Press EN TER 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. 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
49 What are vectors? 
Diagnosing a vector problem
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 RETU RN.
The Event Report screen appears.
Event Report screen
2. To see all current vector events, press RETURN
OR
Indicate the events that you want to see by completing the 
Report Period and Search Option fields. See DEFINITY 
ECS Call Vectoring/Expert Agent Selection (EAS) Guide 
for more information.
 EVENT REPORT
        The following option control which events will be displayed.
           EVENT CATEGORY
                       Category: Vector
           REPORT PERIOD
                       Interval: _a_   From: __/__/__:__  To: __/__/__:__
           SEARCH OPTIONS
                  Vector Number: ___
                     Event Type: ____ 
						

							Managing vectors and VDNs 
50 Vector Directory Numbers 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
3. Press EN TER to view the report.
The Event Report (detail) screen appears.
Event Report screen (detail)
Look at the information in the Event Data field to diagnose the 
vector event. In this example, there was a problem with:
nVector 12, step 5
nSplit 89 
Vector Directory Numbers
A Vector Directory Number (VDN) is an extension that directs an 
incoming call to a specific vector. This number is a “soft” 
extension number not assigned to an equipment location. VDNs 
must follow your dial plan.
Let’s create VDN 5011 for our sales department. A call into 5011 
routes to vector 11. This vector plays an announcement and 
queues calls to the sales department.
!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
 or your Lucent representative for more 
information.
 EVENTS REPORT
Event Event  Event     Event    First        Last         Event
Type   Description            Data 1    Data 2   Occur        Occur        Cnt
  20   Call not queued        12/5      B        09/28/13:43  09/28/13:43   21
 541   Not a messaging split  Split 89  4C       09/28/13:43  09/28/13:43  136 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Managing vectors and VDNs 
51 Vector Directory Numbers 
To add a VDN:
1. Type 
add VDN 5011 and press RETURN.
You enter the VDN extension you want to add. The Vector 
Directory Number screen appears.
Vector Directory Number screen
2. Type a description for this VDN in the Name field.
In our example, type 
Sales Department.
The information in the VDN Name field appears on a 
display phone. This allows the agent to recognize the 
nature of the call and respond accordingly. 
3. Enter the vector number.
In our example, type 
11. 
4. In the Measured field, indicate how you want to measure 
calls to this VDN.
In our example, type 
both (for CMS and BCMS).
Tip:
BCMS must be enabled to use “both.” Use display 
system-parameters customer-options
 to see if 
BCMS is enabled. See DEFINITY ECS Administrator’s 
Guide for more information.
                            VECTOR DIRECTORY NUMBER
                             Extension: 5011
                                  Name: Sales Department
                         Vector Number: 11
                    Allow VDN Override? n
                                   COR: 1
                                    TN: 1
                              Measured: both 
						

							Managing vectors and VDNs 
52 Vector Directory Numbers 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
5. Press EN TER to save your changes.
To see the VDNs already associated with your vectors:
1. Type 
list VDN and press RETU RN.
The Vector Directory Numbers screen appears. 
Vector Directory Numbers screen
Each VDN maps to one vector. Several VDNs can map to the 
same vector.
 VECTOR DIRECTORY NUMBERS
                                                                  Event
VDN Vec Orig Notif Skills
Name  Ext Ovrd  COR TN  Num Meas Annc   Adj 1st 2nd 3rd
Tech Support    5000  y    59  1 234 none 301
Customer Serv. 5001 n     1  1 1  none  302
New Orders    5002  y    23  1 5 none 303