Lucent Technologies Lucent Call Centers Little Instruction Book For Advanced Administration

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
49  
Managing vectors
Call Vectoring provides a flexible method for processing your call center’s 
ACD calls, using instructions and conditions you define.  The specific 
manner in which a call is processed with this feature depends on a number of 
components within the DEFINITY ECS and the call vectoring software.  
These components include the resources you have available to...

Managing vectors 
50 What is Call Vectoring? 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
What is Call Vectoring?
Call Vectoring is software that helps you manage incoming call traffic to the 
DEFINITY ECS. It gives you the flexibility to determine how each of your 
call center calls will be handled, based on the time of day, the day of week, 
staffing levels, or other conditions that you define. With Call Vectoring, each 
call can be...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
51 What is Call Vectoring? 
nRoute calls according to agent availability to reduce hold times for 
customers and increase productivity for agents 
nQueue calls to multiple skills to minimize callers’ wait time
nHelp agents identify the type of call they receive so they can greet 
customers appropriately (through VDN names displayed on their 
terminals).
NOTE:
Some of these...

Managing vectors 
52 Where do I start? 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Where do I start? 
The success of your call center’s use of Call Vectoring begins with planning.  
Start by establishing specific, measurable objectives that you will use to 
monitor your call center’s performance.  These performance standards and 
the resources available to you (such as staffing levels, number of call center 
sites, the type and...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
53 Where do I start? 
nAre there any situations in which the center will not accept a call (for 
example, during certain times of day, on certain days of the week, or 
if wait times exceed a specified limit)?
nDo we want callers to be able to leave messages?
nDo we want callers to be able to select from routing options (Call 
Prompting)?
nWhich agents will we assign to each...

Managing vectors 
54 How does Call Vectoring work? 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
How does Call Vectoring 
work?
The Call Vectoring process is administered through the programming of two 
key elements:  vectors and vector directory numbers (VDNs).
Vector
A call vector is a set of commands that defines the processing of a call.  Each 
vector can contain up to 32 command steps.  Any number of calls can use 
the same vector and...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
55 How do vectors and VDNs work together? 
How do vectors and VDNs 
work together?  
When a call is placed to a system for which Call Vectoring is activated, the 
call is routed to a VDN.  The VDN points to a vector, which defines the 
service desired by the caller.  The vector commands (steps) within the vector 
determine the call’s routing and treatment.  Three types of...

Managing vectors 
56 How do vectors and VDNs work together? 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Conditional branching 
Conditional branching means that a vector command specifies a condition 
that must be met before the command is executed.  If the condition is met, 
vector processing moves from the current vector step to either a preceding or 
succeeding vector step, or to a different vector, as programmed.  If the 
condition is...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
57 How do vectors and VDNs work together? 
Expected Wait Time (expected-wait) 
Expected Wait Time (EWT) uses an algorithm to predict the wait time for a 
skill or a call.  Using EWT as a conditional step can help you control your 
customer’s wait time and your agents’ productivity.  The EWT algorithm 
takes into consideration and adjusts for priority levels, call handling times,...

Managing vectors 
58 How do vectors and VDNs work together? 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
and 13, respectively.  The call is queued to any of these skills that have a 
rolling ASA of 30 seconds or less.  (The call can be queued to skill 10 and a 
maximum of two other skills.)  If the call is still not answered by the time 
vector processing reaches step 8, the backup skills are checked again.
1. queue-to skill 10 pri h
2....