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 
59 Redirecting and queuing calls 
Redirecting and queuing 
calls 
Each of the following methods can be used to redirect and queue calls.   The 
selection and administration of these optional features is based on the 
business needs, resources, and call processing requirements of the individual 
call center.  They are presented here in order of functionality.  Multiple Skill...

Managing vectors 
60 Redirecting and queuing calls 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
nExpert Agent Selection (EAS):  Allows you to match the needs of 
your callers with the talents or abilities of your agents.  You can 
establish skills to which you assign agents based on such criteria as 
language-speaking abilities, product knowledge, selling skills, 
technical expertise, customer service skills, ability to handle irate...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
61 Redirecting and queuing calls 
When Call Vectoring is activated, queued calls can be assigned to one of 
four priority levels, Top (t)
, High (h
), Medium (m
), and Low (l).  These 
prioriy levels allow you to further define how calls are answered.  These are   
Within each priority level, calls are processed sequentially as they arrive 
(essentially a first in/first out...

Managing vectors 
62 Redirecting and queuing calls 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Call Prompting
Call Prompting is an optional feature that allows you to route calls according 
to the digits collected from the caller.  These collected digits can be:  
nTreated as a destination for routing to internal extensions (skill/hunt 
group, station, or announcement), VDNs, attendants, remote access 
numbers, or external numbers such as...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
63 Administering Call Vectoring 
Administering Call Vectoring
After you develop your call vectoring strategy, you need to administer your 
solution so that the DEFINITY ECS can implement it.  The basic steps to 
administering a call center with Call Vectoring are outlined below.  The 
steps vary slightly, depending upon whether EAS is enabled for your system.    
Non-EAS  
To...

Managing vectors 
64 Administering Call Vectoring 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
EAS
To administer call vectoring for systems with EAS:
1. Assign Hunt Groups.
2. Assign VDN/Skill Preferences.
3. Assign agent skills.
4.Write vectors to meet your call center’s objectives.
For specific procedures on administering Call Vectoring with EAS, please 
refer to the “Expert Agent Selection” chapter of the DEFINITY Enterprise...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
65 Administering Call Vectoring 
Tip:
It is always a good idea to print each vector before modifying it.  It is 
also recommended that you save translations in the switch after 
making changes, and print and file the contents for each vector.
While the administration methods and on-line forms or screens are different 
for each of these methods, they are based on the same...

Managing vectors 
66 Administering Call Vectoring 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
    
Table 1: Vector Commands
Command Description
adjunct routingRequests adjunct to route call   
(requires optional CallVisor ASAI 
capabilities)
announcementConnects calls to a recorded 
announcement  
busyConnects caller to a busy tone  
check skillConnects or queues a call to a skill on 
a conditional basis, for instance, check 
skill x if...

Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Managing vectors 
67 Administering Call Vectoring 
Tip:
Vector design is simplified when CentreVu Advocate is used. Such 
steps as multi-queuing, checking back-ups, and making adjustments 
to queue priorities are generally eliminated.
More detailed information about vector commands can be found in the “Call 
Vectoring Commands” chapter in the DEFINITY Enterprise 
Communications Server Call...

Managing vectors 
68 Performing daily maintenance 
Lucent Call Center’s Little Instruction Book for advanced 
administration  585-210-936  Issue 1
December 1999
Performing daily 
maintenance
The following DEFINITY ECS commands can help you review vector 
performance and determine the cause of problems.  
nTo trace call flow and verify whether your vectoring is working as 
you intended, use the following commands, which display or print a 
real-time list of vector processing events for a single call:
—...