AT&T 555-230-520 - Manuals

Contents vi Issue 4 September 1995 User-Entered FAC and Extension 5-14 Preprogramme d FAC and Extension 5-14 ■ Dial-Ahead Digits 5-14 ■ ASAI-Requested Digit Collection 5-18 ■ ASAI-Provid e d Dial-Ahead Digits 5-19 6 Advanced Vector Routing 6-1 ■ Introduction 6-1 ■ Command Set 6-1 ■ Expected Wait Tim...

Contents Issue 4 Se ptemb er 1995 vii 7 ANI and II-Digits Routing 7-1 ■ Introduction 7-1 ■ Command Set 7-1 ■ ANI Routing 7-1 ANI Routing Examp le 7-2 Vector Routing Tables with ANI 7-3 ■ II-Digits Routing 7-5 II-Digits Routing Examp le 7-7 8 Look-Ahead Interflow 8-1 ■ Introduction 8-1 ■ Command Set ...

Contents viii Issue 4 Septemb er 1995 Receiving and Im plementing the Call Route 9-7 ■ Multiple Outstanding Route Requests 9-8 User Scenarios 9-9 10 Expert Agent Selection 10-1 ■ Introduction 10-1 ■ Identifying Caller Needs 10-2 DNIS/ISDN Called Party 10-4 Call Prompting/VRU Digits 10-4 Host Data ba...

Contents Issue 4 September 1995 ix Call Forwardin g 10-27 Call Park 10-27 Call Pickup 10-28 Class of Restriction 10-28 Class of Service 10-28 Dial Plan 10-28 Direct Agent Callin g 10-28 Disp lays—Voice Terminal 10-28 Look-Ahead Interflow 10-29 Multi ple Split Queuing 10-29 OCM/EAS 10-29 Commands for...

Contents x Issue 4 Se ptemb er 1995 ■ Distributed Call Centers 11-8 ■ Help Desk 11-10 ■ Insurance Ag ency/Service Agency 11-11 ■ Warranty Service (with EAS) 11-15 ■ Resort Reservation Service (with EAS) 11-20 Placing the Reservation 11-20 Sp e cific Num ber Dialing 11-20 General Numb er Dialing 11-2...

Contents Issue 4 September 1995 xi BCMS Interactions A-21 Announcement Command A-22 Purp ose A-22 Syntax A-22 Valid Entries A-22 Requirements A-22 Examp le A-22 O peration A-22 Answer Supervision Considerations A-23 Feature Interactions A-23 BCMS/CMS Interactions A-23 Busy Command A-24 Purp ose A-24...

Contents xii Issue 4 September 1995 Requirements A-31 Examp le A-31 O peration A-31 Answer Supervision Considerations A-34 Feature Interactions A-34 CMS Interactions A-34 Converse-on Command A-35 Purp ose A-35 Syntax A-35 Valid Entries A-35 Requirements A-35 Examp les A-35 O peration A-36 Answer Sup...

Contents Issue 4 Septem ber 1995 xiii Valid Entries A-49 Requirements A-51 Examp les A-51 O peration A-52 Answer Supervision Considerations A-53 Feature Interactions A-53 CMS Interactions A-53 Goto Vector Command A-54 Purp ose A-54 Syntax A-54 Conditions = available-agent, staffed-agents: A-54 Condi...

Contents xiv Issue 4 September 1995 Requirements A-64 Examp le A-64 O peration A-64 Answer Supervision Considerations A-65 Feature Interactions A-65 CMS Interactions A-66 BCMS Interactions A-67 Route-to Command A-68 Purp ose A-68 Syntax A-68 Valid Entries A-68 Requirements A-68 Examp le A-68 Op erat...

Contents Issue 4 September 1995 xv O peration A-79 Answer Supervision Considerations A-79 Feature Interactions A-80 CMS Interactions A-80 A ■ Criteria for Success/Failure of Call Vectorin g Commands A-81 B Call Vectoring Management B-1 ■ Introduction B-1 ■ Imp lementation Re quirements for the Call ...

Contents xvi Issue 4 September 1995 D Troubleshooting Vectors D-1 ■ Introduction D-1 ■ Unexpected Feature Operations D-1 ■ Unexpected Command Operations D-3 ■ Converse Command Deb u gging D-9 ■ Tracking Unexp ected Vector Events D-12 Display Events Form D-12 Display Events Report D-13 Summary of Vec...

Contents Issue 4 Septemb er 1995 xvii Answered and Abandons F-2 Busies and Disc onnects F-3 VDN Inflows and Outflows F-3 R3 CMS and BCMS Standards F-4 Vector Inflows and Outflows F-4 R3 CMS Standards F-4 Split Inflows, Outflows, and Dequeues F-5 R3 CMS and BCMS Standards F-5 R2 CMS Standards F-6 Exa...

Contents xviii Issue 4 Septemb er 1995 ■ Script Comp letion H-9 ■ DEFINITY Switch Data Collection H-10 I Security Issues I-1 ■ Introduction I-1 ■ Remote Access I-1 Front-Ending Remote Ac c ess I-2 Replacing Remote Ac cess I-2 ■ EAS I-3 ■ Vector Initiated Service O bserving Security I-3 J Setting Up ...

Contents Issue 4 September 1995 xix L V4 Feature Availability L-1 M Improving Performance M-1 ■ Introd uction M-1 ■ Looping Examp les M-3 Audible Feedb ac k M-3 Lookahead Interflow M-4 Check Backup M-6 ■ Other Examples M-8 After Business Hours M-8 Lookahead Interflows M-9 ■ Relative Processing Cost ...

Issue 4 September 1995 1-1 1 About This Document Feature Availability Call Vectoring is available with all Generic 3 releases. Many of the features discussed in this manual are only available with later releases of the DEFINITY switch. Some are optional features and must be purchased separately. See...

About This Document 1-2 Issue 4 September 1995 Call Vectoring works hand in hand with and, more imp ortantly, enhances traditional ACD call processing, which may b e illustrated as follows: 1. Dialed Number Identification Service2. Direct Inward Dialing Figure 1-1. Traditional ACD Call Processing As...

What is Call Vectoring? Issue 4 Septem ber 1995 1-3 Working together, these components direct incoming and ASAI event reports and requests to the desired answering destinations, and they specify how each call is to b e processed. Call Vectoring may be illustrated as follows: 1. Voice Response Unit 2...

About This Document 1-4 Issue 4 September 1995 Here’s an exam ple of a vector: Figure 1-3. Vector Example Each individual vector can contain up to 32 command steps or instructions. Multiple vectors can be c hained to gether to extend processing capa bilities or to process calls to the same or differ...

Call Vectoring Features Issue 4 Septem ber 1995 1-5 Call Vectoring Features Call Vectoring provides the following features: ■ Basic Call Vectoring allows you to “ p rogram” the type of processing that is given to a telephone call. You program by arranging a set of vector commands in the desired sequ...

References Issue 4 Septem ber 1995 1-7 The level of your expertise in Call Vectoring and/or EAS should determine how you use the guide. Users who are unfamiliar with Call Vectoring should read the overview, then study the tutorial. Users who will be using EAS should read Chapter 10. Users who want t...

Issue 4 September 1995 2-1 2 Tutorial Introduction This chapter is intended to provide you with a ‘‘practical start’’ in using Call Vectoring. To this end, the chapter presents the basics you need to write a representative vector and to enter it on-line. The last section of the chapter summarizes th...

Tutorial 2-2 Issue 4 Septem ber 1995 Procedures for Basic Screen Administration Basic Screen Ad ministration is a function of the DEFINITY Communications System. A vector is entered on-line via Basic Screen Ad ministration by completing the Call Vector Form. This form appears on three screens, as fo...

Entering the Vector On-Line Issue 4 Septem ber 1995 2-3 Figure 2-2. Call Vector Form (Page 2 of 3) Figure 2-3. Call Vector Form (Page 3 of 3) Page 2 of 3 CALL VECTOR 12 _______________13 _______________14 _______________15 _______________16 _______________17 _______________18 _______________19 _____...

Constructing a Vector: One Ap proach Issue 4 Septem ber 1995 2-5 4. Enter a maximum of 32 vector commands in the b lanks next to the step numbers. See Appendix A for a comp lete d esc ription of all Call Vectoring commands. NOTE: You need not type every letter of each command that you enter. If you ...

Tutorial 2-6 Issue 4 Septem ber 1995 phases until a final ‘‘comp lete’’ vector is constructed. As each p hase is presented, you are introduced to one or more new vector commands and/or a p proaches to vector processing. While it is not practical to present all such commands and ap proaches along the...

Constructing a Vector: One Ap proach Issue 4 Septem ber 1995 2-9 Phase 3: Repeating Delay Announcement andFeedback The vector in the p revious section provides fee d back to the caller after the call is queued. However, if the announcement in Step 3 is played, and if the agent does not answer the ca...

Tutorial 2-10 Issue 4 Septemb er 1995 is passed to the wait-time command in Step 4. If the call is still not answered by the time this command comp letes, control is p assed to Step 5, where the unconditional branch is once again ma de to Step 3. As a result of the established loop, the caller is pr...

Constructing a Vector: One Ap proach Issue 4 Septem ber 1995 2-11 a medium p riority instead of a low priority, which is assigned if the call is queued by the q ueue-to main split command in Ste p 1. It is a good practice to raise the priority level in subsequent queuing ste ps in order to accommoda...

Constructing a Vector: One Ap proach Issue 4 Septem ber 1995 2-13 Phase 6: Checking for Non-Business Hours If a caller calls during non-business hours, you can still provide the caller with some information for calling back during working hours by p laying the a p propriate record ed message. The fo...

Tutorial 2-14 Issue 4 Septemb er 1995 Figure 2-10. Checking for Non-Business Hours (Screen 2 of 2) NOTE: Announcement 3222 could contain this message: ‘‘We’re sorry. Our office is closed. Please call back any d ay b etween 8:00 A.M. and 5:00 P.M.’’) The goto ste p command in Step 1 checks if the cal...

Benefits of Call Vectoring Issue 4 Septem ber 1995 2-15 Benefits of Call Vectoring Coupled with Automatic Call Distribution (ACD), Call Vectoring enables telephone calls to b e processed at a faster rate within an intelligent, “real-time ” system. As a result, Call Vectoring provides an a p preciabl...

Issue 4 September 1995 3-1 3 Fundamentals of Call Vectoring Introduction The manner in which a call is processed d e pends u pon a number of components within b oth the DEFINITY System and the Call Vectoring software. Some of these components include the following: ■ Resources available to process a...

Fundamentals of Call Vectoring 3-2 Issue 4 Septem ber 1995 Call Vectoring allows the chaining of vector steps and vectors. Accordingly, one vector can d irect the call to another vector or VDN, which in turn can direct the call to yet another vector, etc . Note, however, that a maximum of 1,000 vect...

Call Management Issue 4 Septem ber 1995 3-3 ■ Adjunct Routing allows the switch to request a routing destination from an adjunct processor via ASAI. When this feature is enabled, the switch sends the ASAI adjunct a message containing information a bout the calling p arty. The adjunct uses this infor...

Call Management Issue 4 Septem ber 1995 3-5 For ACD calls, an a gent’s state is further defined b y the relevant work mode . The following list d esc ribes these modes: ■ After-Call-Work Mode makes the agent unavailable to receive any ACD calls for any split. This mo de c an be used when the agent i...

Fundamentals of Call Vectoring 3-6 Issue 4 Septem ber 1995 For a CO call, the caller hears CO ringback until one of the following vector ste ps is reached: ■ Announcement (Caller hears the announcement.) ■ Wait with system music or alternate audio/music source (Caller hears system music, or the musi...

Vector Processing Issue 4 Septem ber 1995 3-7 be programmed to route to an ACD split comprised of agents who are proficient in handling several typ es of calls. Call Vectoring takes the DNIS numb er from the network and interprets this number as a VDN. When the call is d elivered to the agent termin...

Fundamentals of Call Vectoring 3-8 Issue 4 Septem ber 1995 ■ Extension. Extension number used to identify the VDN. ■ Name. Name that is associated with the VDN. This name, which is shown on the a gent’s display, is optional and can contain up to 15 characters. ■ Allow VDN Override. Option that allow...

Vector Processing Issue 4 Septem ber 1995 3-9 ■ Acceptable Service Level. The numb er of seconds within which calls to this VDN should be answered. ■ VDN of Origin Annc. Extension. The extension number of the VDN of Origin announcement. Only d isp layed if VDN of Origin Announcement is optioned. ■ 1...

Fundamentals of Call Vectoring 3-10 Issue 4 Septemb er 1995 ‘‘Sales’’ and ‘‘Parts.’’ Let’s presume the caller wants to talk to someone in ‘‘Sales.’’ In such a c ase, the call comes into the ‘‘Main’’ vector (whose VDN name is ‘‘Main’’) and is eventually routed to the ‘‘Sales’’ vector (whose VDN name ...

Vector Processing Issue 4 Septem ber 1995 3-11 ■ Serving as a coverage point for sp ecific call operations (for example, sending calls to a secretary during the day and to AUDIX at night). VDN as a coverage point is illustrated in Chapter 4, "Basic Call Vectoring". Service Observing VDNs The...

Vector Processing Issue 4 Septem ber 1995 3-13 ■ Routing calls. Calls not imme diately answered by an agent can be queued to one or more s plits, as explained earlier in this chapter. A caller can also leave a recorded message if he or she c hooses to d o so. Finally, a call can be routed to a numb ...

Fundamentals of Call Vectoring 3-14 Issue 4 Septemb er 1995 ■ Disconnect ends treatment of a call and removes the call from the switch. The command also allows the optional assignment of an announcement that will play imme diately before the disconnect. ■ Goto Step is a branching step that allows co...

Issue 4 September 1995 4-1 4 Basic Call Vectoring Introduction Basic Call Vectoring allows you to ‘‘program’’ the type of treatment a telephone call receives. You can program accordingly by using a set of vector commands. Vector commands can direct calls to various destinations, such as a djuncts an...

Basic Call Vectoring 4-2 Issue 4 Septem ber 1995 Command Set The following table illustrates the commands used for Basic Call Vectoring. Functions and Examples Basic Call Vectoring allows the user to emp loy a numb er of different functions to process telephone calls. These functions include the fol...

Functions and Exam ples Issue 4 Septem ber 1995 4-3 The following sections explain these functions. Providing Call Treatments In this guide, the term treatment is used to indicate the type of feedback the caller receives if the caller is not imme diately c onnecte d to an a gent, or if the c all cen...

Basic Call Vectoring 4-4 Issue 4 Septem ber 1995 Delay Announcements Here is an examp le of a delay announcement: Figure 4-1. Delay Announcement If the caller does as suggested but ends up waiting an a ppreciable amount of time without receiving further feedback, he or she may tire of waiting and ha...

Functions and Exam ples Issue 4 Septem ber 1995 4-5 Information Announcements Under certain circumstances, the customer may find it necessary to provide the caller with recorded information that, by its very content, resolves a problem with such finality that the caller feels no need to follow up on...

Basic Call Vectoring 4-6 Issue 4 Septem ber 1995 processing sto ps, the call is dropp ed. Feed back also continues while a call is queued to a converse split, that is, any split routed to by a converse-on split command, an d while data is being passed to a Voice Response Unit (VRU) (see the "Voi...

Functions and Exam ples Issue 4 Septem ber 1995 4-7 alternative audio or music source until it is replaced by a subsequent vector step regardless of the time specified in the wait-time step. Busy Tone A busy tone and subsequent termination of vector processing are produced via the b usy command. An ...

Basic Call Vectoring 4-8 Issue 4 Septem ber 1995 The disconnect command itself has a b uilt-in announcement o ption. We saw an example of the command when we were discussing information announcements earlier in this chapter. Here’s the example again: Figure 4-8. Disconnecting a Call This example pre...

Functions and Exam ples Issue 4 Septem ber 1995 4-9 ■ Text to speech c a pabilities. ■ Speech recognition. ■ Increased recorded announcement c a pacity. ■ Audiotex a p plications. ■ Interactive Voice Response (IVR) a p plications. ■ Transaction processing a p plications. One of the advanta ges of VR...

Basic Call Vectoring 4-10 Issue 4 Septemb er 1995 For this example, let’s suppose first that a caller would like to hear information concerning car loans. Let’s also assume the call is queued to split 1 (Step 2) and that vector processing proceeds to Step 6. In such a case, the c onverse-on split co...

Functions and Exam ples Issue 4 Septem ber 1995 4-11 ■ Leaving recorded messages ■ Sending c alls to a vector-programmed number (that represents an internal or external d estination) ■ Routing calls to a Feature Access Code that will activate Service O bserving ■ Adjunct Routin g The following secti...

Functions and Exam ples Issue 4 Septem ber 1995 4-13 Leaving Recorded Messages Basic Call Vectoring allows the caller to leave a message for the customer if the agents at the customer site are not available to take telephone c alls. This is done with the help of the messaging split command. Let’s ta...

Basic Call Vectoring 4-14 Issue 4 Septemb er 1995 here) usually contains an announcement that provides the caller with the a p propriate apology and subsequent directives. If the caller is successfully connected to AUDIX, vector processing terminates, and a message may be left for the specified mail...

Functions and Exam ples Issue 4 Septem ber 1995 4-15 successful), it simp ly connects the caller to the sp lit so the caller may leave a message for the specified extension. However, termination to the split may turn out to be unsuccessful due to a factor that cannot b e “ checked” by vector process...

Basic Call Vectoring 4-16 Issue 4 Septemb er 1995 The following vectors illustrate how interflow is used: Figure 4-13. Call Interflow In the first vector, a branch is made to Step 8 from Step 2 if the condition in the latter step ( oldest call-wait in sp lit 1 > 120 seconds ) is true. If the cond...

Functions and Exam ples Issue 4 Septem ber 1995 4-17 Service Observing vectors allow users to observe calls either from a remote location or a local station. A Service Observe button is not required. The use of a Service Observing vector limits users to listen-only or listen-talk observing. The obse...

Basic Call Vectoring 4-18 Issue 4 Septemb er 1995 In this vector the caller is connected to a listen-only Service Observing FAC. Once connected, the user must dial the extension num ber to be observed. To observe in a listen/talk mode, the observer would dial a different VDN. Branching/Programming B...

Functions and Exam ples Issue 4 Septem ber 1995 4-19 vector commands, each with one of the following conditions assigned and tested: available-agents, staffed-agents, calls- queued , oldest call-waiting , or time-of-day . When Advanced Vector Routing is enabled, a d ditional conditions can be tested...

Basic Call Vectoring 4-20 Issue 4 Septemb er 1995 The following vector illustrates how vector processing is sto p ped via the stop command. Figure 4-17. Stopping Vector Processing If the sto p command is reached, the q ueued caller will c ontinue to hear ringback. Also, if the stop command in Step 5...

Issue 4 September 1995 5-1 5 Call Prompting Introduction Call Promp ting provides flexible call handling based on information collected from a calling party. This information comes in the form of d ialed digits originating from an internal or external touch-tone telephone, or from an internal rotary...

Call Promp ting 5-2 Issue 4 September 1995 Command Set The following table illustrates the commands used for Call Prom pting: Touch-Tone Collection Requirements Before the DEFINITY system can accept the touch-tone di gits entered by a Call Prompting user, the switch must be equip p ed with a “collec...

Call Promp ting Digit Entry Issue 4 Septem ber 1995 5-3 For existing systems that are a d ding a Call Prom pting a p plication, the AT&T Account Team recommends the a p propriate number of TTRs based on two factors, as follows: ■ Account team input to the DOSS/ATTOMS configuration ■ Ap p licatio...

Functions and Exam ples Issue 4 Septem ber 1995 5-5 or ve ctors chained to it, do not contain another collect d i gits command, the extra d i gits are d isc arded. If the caller enters fewer d i gits than the maximum num ber specified and d oes not complete the entry with “ #,” a Call Prompting time...

Call Promp ting 5-6 Issue 4 September 1995 These functions are illustrate d in the following sections. Treating Digits as a Destination Call Prompting allows you to route calls a ccording to the d igits collected from the caller. Once the d i gits are collected via the collect digits command, the ro...

Functions and Exam ples Issue 4 Septem ber 1995 5-7 a p plies, and vector processing terminates. (Even if the d estination is busy, vector processing terminates b e cause coverage call processing takes effect.) NOTE: From time to time, all of the system’s TTRs mi ght be in use. As a result, you shou...

Call Promp ting 5-8 Issue 4 September 1995 ■ The “?” represents a single d igit. Any numb er of them can be used at any position in the d i git string. Tables are entered on the Vector Routing Table form. Each table can have up to 100 entries. See DEFINITY Communications System Generic 3 Version 4 I...

Functions and Exam ples Issue 4 Septem ber 1995 5-9 The following vector could be used to test a gainst numb ers in this ta ble. Figure 5-4. Testing for Digits In Vector Routing Table If the caller enters an account number that is listed in the Vector Routing Table the call is routed to vector 8. Li...

Call Promp ting 5-10 Issue 4 September 1995 Entries in Vector Routing Tables can also be tested against the telephone number of the caller (ANI). See "ANI and II-Digits Routing" on p age 7-1 for more information. Using Digits to Select Options Call Prompting allows you to provide a menu of o...

Call Promp ting 5-12 Issue 4 September 1995 section (provided the agent is active on the call or the call is still alerting). Also, the agent can flip between the collected digits and the ICI by alternately pressing the CALLR-INFO and NORMAL b uttons. Passing Digits to an Adjunct Call Promp ting all...

Functions and Exam ples Issue 4 Septem ber 1995 5-13 Creating Service Observing Vectors As mentioned in Chapter 4, Service O bserving vectors can b e constructed to allow users to observe calls from a remote location or local station. When combined with Call Prompting, Service Observing vectors can ...

Call Promp ting 5-14 Issue 4 September 1995 User-Entered FAC and Extension The following vector connects a user directly to the Service Observing FAC and extension based on d igits collecte d by Call Prompting. Figure 5-9. Service Observing Vector with User-Entered FAC and Extension Preprogrammed FA...

Dial-Ahead Digits Issue 4 Septem ber 1995 5-15 she desires. These digits are available for use only by subsequent collect d igits commands. The d i gits are never used by other vector commands that o perate on d i gits (for exam ple, route-to digits, goto...if d igits, etc .) until they are collecte...

Call Promp ting 5-18 Issue 4 September 1995 NOTE: When the TTR is disconnected d ue to a route-to number, route-to d igits, converse-on or an adjunct routing step, all dial-ahead d igits will be discarded. This means that following a failed route-to, converse or adjunct routing step, a subsequent c ...

ASAI-Provid e d Dial-Ahead Digits Issue 4 Septem ber 1995 5-19 ASAI-Provided Dial-Ahead Digits The ASAI-provided di gits feature allows an adjunct to include d igits in a Route Select c a pability. These d i gits are treated as d ial-ahead di gits for the call. Dial- ahead di gits are stored in a di...

Issue 4 Septem ber 1995 6-1 6 Advanced Vector Routing Introduction Advanced Vector Routing adds significantly to the conditional routing capabilities of Basic Call Vectoring. Specifically, it adds the following conditions for routing calls. ■ Expected Wait Time (expected-wait) ■ Rolling Average Spee...

Advanced Vector Routing 6-2 Issue 4 Se ptemb er 1995 Expected Wait Time (EWT) EWT Routing allows you to make routing d ecisions b ased on the time that a caller can expect to wait in queue. This wait time can be predicted for a split or for a call. When predicted for a split, the wait time indicates...

Expected W ait Time (EWT) Issue 4 September 1995 6-3 EWT is infinite if: ■ There are no lo g ged-in agents ■ All logged-in agents are in AUX work mo de ■ The split queue is full ■ There is no split queue and all agents are busy ■ The split queue is locked EWT for a Call EWT for a call is the remaini...

Advanced Vector Routing 6-4 Issue 4 Se ptemb er 1995 The VRU can also announce exp ected wait time to a caller periodically throughout the time that a call is in queue. In this way, the caller can observe his or her p rogress up the queue. However, this a pproach should be used with caution. Circums...

Expected W ait Time (EWT) Issue 4 September 1995 6-5 To prevent inaccurate predictions when there is no historical information, administer the “Expecte d Call Handling Time” field on the Hunt Group form. The value in this field is then used in place of the missing historical data.If the value of thi...

Advanced Vector Routing 6-6 Issue 4 Se ptemb er 1995 Figure 6-3. EWT Routing and Passing VRU Wait Calls with more than 10 minutes to wait fail step 1 and are disconnecte d after an announcement asking them to call back later. If the expecte d wait time is less than 10 minutes ste p one routes the ca...

Expected W ait Time (EWT) Issue 4 September 1995 6-7 Figure 6-4. Notifying Callers of Wait-Time Without a VRU In Ste p 1 the call is queued to split 3 at high priority. If the calls fails to get a queue slot in s plit 3, if split 3 has no working agents, or if the wait time in split 3 at high p rior...

Advanced Vector Routing 6-8 Issue 4 Se ptemb er 1995 Notice also that vector 202 can b e used for any app lication requiring that the caller be notified of their remaining time in queue. Example 3 — Using EWT to Route to the Best Split With EWT, you may wish to change your normal queuing strategy of...

Expected W ait Time (EWT) Issue 4 September 1995 6-9 Factors that Effect the Value of EWT Factors that Cause EWT for a Split Priority Levelto Increase Most common: ■ Number of calls in queue increases ■ Agents logout ■ Agents go on break (AUX work mo de) ■ Agents are moved to another split ■ Agents ...

Advanced Vector Routing 6-10 Issue 4 September 1995 Rolling Average Speed of Answer (ASA) Rolling ASA Routing allows you to make routing decisions based on the current average time that it takes for a call to be answered in a split or VDN. In this way, a vector can route a call to the VDN or sp lit ...

Rolling Average Speed of Answer (ASA) Issue 4 Septemb er 1995 6-11 Rolling ASA VDN Calculation The rolling ASA for a VDN is the average time it takes for a call to be answered from the time it starts processing within the specified VDN until it is answered. It includes any time sp ent in vector proc...

Advanced Vector Routing 6-12 Issue 4 September 1995 Figure 6-6. Rolling ASA Routing Step 1 queues the call to the main sp lit. If the main split is currently answering calls within the target time of 30 seconds Ste p 2 bypasses all of the b ackup sp lits and goes directly to the announcement in Step...

VDN Calls Issue 4 Septemb er 1995 6-13 As with other Advanced Vector Routing conditionals, the VDN for a goto step c an be specified in three ways: a VDN numb er, the value “latest,” or the value “active.” The following section d escribes which c alls are included in the VDN Calls c ounts and which ...

Issue 4 Septem ber 1995 7-1 7 ANI and II-Digits Routing Introduction ANI and ii-d i gits allow you to make vector routing decisions b ase d on the caller identity and the type of the originating line. Command Set ANI and ii-d i gits are both used for conditional branching with the g oto step. The fo...

ANI and II-Digits Routing 7-2 Issue 4 Se ptemb er 1995 ANI (Automatic Number Identification) is b ased on the Calling Party Number (CPN). It is not always i dentical to the Billing Number. For example, if the call is placed by a user from a Private Branch Exchange (PBX), the CPN can be either the PB...

ANI Routin g Issue 4 September 1995 7-3 Figure 7-1. ANI Routing Example In Ste p 2 calls that do not have ANI associated with them are routed to an operator. Step 3 routes calls from a s pecific phone to a specified extension. Step 4 routes local c alls (those with 7 or fewer digits) to a d ifferent...

ANI and II-Digits Routing 7-4 Issue 4 Se ptemb er 1995 Figure 7-2. Vector Routing Table for ANI Routing The following vector could be used to route these California area code calls to a separate vector. Figure 7-3. Testing for ANI In Vector Routing Table In this exam ple, if no ANI is available for ...

II-Digits Routin g Issue 4 September 1995 7-7 II-Digits Routing Example The following example demonstrates branching c alls with d ifferent ii-digits to different VDNs. The VDN override is set to “yes” on the called VDN. In this way, the VDN name or VDN of Origin Announcement can be used to convey t...

Issue 4 September 1995 8-1 8 Look-Ahead Interflow Introduction Look-Ahead Interflow enhances Call Vectoring for call centers with multiple ACD locations. Look-Ahead Interflow allows these centers to achieve optimal call-handling cap a bility an d agent productivity by intelligently routing calls amo...

Functions and Exam ples Issue 4 Septem ber 1995 8-3 Two Switch Configuration Look-Ahead Interflow is enabled through the use of call vectors and their associated commands. For a two switch confi guration, these vectors are included in both the sending switch, which processes vector outflow, and the ...

Look-Ahead Interflow 8-4 Issue 4 September 1995 Here’s an exam ple of an outflow vector that might be includ e d in a sending switch: Figure 8-2. Sending Switch Outflow Vector If split 3 has staffe d agents, and if there are 30 or fewer calls queued to the sp lit, Step 3 queues the call to the split...

Functions and Exam ples Issue 4 Septem ber 1995 8-7 If the receiving switch decides it is unable to accept the Look-Ahead Interflow call, call d enial is accomp lished by executing either of the vector commands listed in the following table. One recommendation: use busy instead of disconnect to allo...

Functions and Exam ples Issue 4 Septem ber 1995 8-9 The following is an example of an inflow vector that mi ght b e used by a receiving switch: Figure 8-3. Receiving Switch Inflow Vector Step 1 of this inflow vector checks the inflow thresholds. The g oto step command in Step 1 chec ks the num ber o...

Look-Ahead Interflow 8-10 Issue 4 September 1995 Figure 8-4. LAI Using a Tandem Switch Sending Switch Operation The sending switch is unaware that its Look-Ahead Interflow call is b eing tandemed to an alternate switch. The operation of the sending switch in the tandem switch configuration is the sa...

Functions and Exam ples Issue 4 Septem ber 1995 8-11 Step 1 of this vector checks the inflow threshold. If the inflow criteria are acceptable, the vector flow drops to Step 2, where the queue-to main sp lit command provides acceptance to the sending switch. Thereafter, Steps 3 through 5 provide a ty...

Look-Ahead Interflow 8-12 Issue 4 September 1995 ■ Call routes to a VDN ■ DNIS name field is not blank The type of DNIS information that is displayed d epends upon a number of different scenarios. This information is presente d in the following table: NOTE: VDNs that map to vectors that place Look-A...

Functions and Exam ples Issue 4 Septem ber 1995 8-13 Look-Ahead Interflow with AT&T NetworkAlternate Destination Redirection (ADR) Call Vectoring and Look-Ahead Interflow are com patible with and supplement the AT&T network services Alternate Destination Redirection (ADR) rerouting feature. ...

Issue 4 September 1995 9-1 9 Adjunct Routing Introduction Adjunct Routin g allows an associated adjunct to make a call routing d e cision when it encounters an a djunct routin g vector command d uring vector processing. An adjunct is any p rocessor connected to a switch that can use ASAI features. T...

Adjunct Routin g 9-2 Issue 4 Septem ber 1995 extension, or a particular agent. An a djunct can also provide priority ringing and priority queuing. Sending the Call Route Request Here’s an exam ple of a simple vector that uses adjunct routing: Figure 9-1. Adjunct Routing Vector In this vector, 1111 i...

Functions and Exam ples Issue 4 Septem ber 1995 9-3 If the call is q ueued, the a djunct routin g step is i gnored, and vector processing continues at the next vector step. NOTE: For reasons that we discuss later in this chapter, you should always in clude a wait-time ste p, announcement or another ...

Functions and Exam ples Issue 4 Septem ber 1995 9-5 control is sent to Step 10, where the route-to number command sends the call to vector 60, which allows the caller to leave a recorded message. The first step of vector 60 contains an announcement command, which is not skipp e d, since the treatmen...

Adjunct Routin g 9-6 Issue 4 Septem ber 1995 A ccordingly, you should almost always include either a wait-time step or an announcement step immediately after an adjunct routing step. Moreover, the switch cancels the route request if vector processing encounters a ste p containing one of the followin...

Functions and Exam ples Issue 4 Septem ber 1995 9-7 ju dgement should be used in determining which of the treatment commands is best for the p articular ap p lication. Finally, note that the adjunct can also decide to not route a call by rejecting (that is, negatively acknowledging) the route reques...

Adjunct Routin g 9-8 Issue 4 Septem ber 1995 NOTE: The o peration described in the previous paragraph is similar to that for the route-to with coverage command. Multiple Outstanding Route Requests This feature allows multi ple ASAI Route Requests for the same call to be active at the same time (simu...

Multiple Outstanding Route Re quests Issue 4 Septem ber 1995 9-9 User Scenarios Figure 9-5 shows a typical vector where multiple a djunct route req uests to multiple links will be active at the same time. The first adjunct to route the call is the active adjunct (that is, it specifies which VDN the ...

Expert Agent Selection 10-2 Issue 4 Septem ber 1995 Logical Agent implies that voice terminals are no longer preassigned to hunt groups; only when the agent logs in does the terminal b e come associated with all of the skill hunt groups assigned to the Ag ent Login ID. With EAS optioned and enabled,...

Expert Agent Selection 10-4 Issue 4 Septem ber 1995 DNIS/ISDN Called Party Recall from Chapter 3 that a set of DNIS digits can be interp reted as a VDN. The following table presents four services and their corresponding telephone num ber (including DNIS digits) that mi ght be provided to the caller....

Functions and Exam ples Issue 4 Septem ber 1995 10-5 In this exam ple, the caller is requeste d to dial the a p propriate number between ‘‘1’’ and ‘‘4 (cuatro),’’ inclusive. Host Database Lookup A host database lookup uses DNIS and ANI (c alling party’s num ber) to determine what skills are required...

Expert Agent Selection 10-6 Issue 4 Septem ber 1995 Spanish callers as well as from callers who speak another language (probably English). Skills for an a p plication can be illustrate d via a ta ble. The following table presents a very a b breviated example of such a skill d istribution for an auto...

Functions and Exam ples Issue 4 Septem ber 1995 10-7 calls either after putting a call on hold, or when active on another ACD call. Forced Multi ple Call Handling c an b e used to g ive p riority to an ACD call over an in-progress non-ACD call, or to g ive priority to a call from one skill over an i...

Expert Agent Selection 10-8 Issue 4 Septem ber 1995 It is recommend e d that the 1st skill ad ministered to a VDN b e the skill required or desired to service a call to that VDN. The 2nd and 3rd skills administered to a VDN should represent other skills that are allowed to handle calls to that VDN. ...

Functions and Exam ples Issue 4 Septem ber 1995 10-9 Now, let’s take a look at the following table, which illustrates the skill preferences assigned for one specific VDN (3333) that is used for the auto club: In this ta ble, note that the first VDN skill Preference corresp onds to a knowled g e area...

Functions and Exam ples Issue 4 September 1995 10-11 Call Vector Form Completion of the Call Vector form is required for using vectors with EAS. The form contains three pages. However, if your vector contains 11 or fewer instructions, you need populate only the first p age of the form. Page 1 of the...

Functions and Exam ples Issue 4 September 1995 10-13 Delivering the Call to the Skill Queue Now that we have defined and illustrated VDN skills and agent skills, we are ready to d iscuss (with the help of an example) how a call is delivered to a skill hunt group q ueue via vector processing. The ski...

Expert Agent Selection 10-14 Issue 4 Septem ber 1995 announcement p rovided in Vector 2 is in Spanish, whereas the announcement in Vector 3, which is execute d in our example, is in English. Note also that each of the q ueue-to main skill commands in Vector 2 queues the call at a hig h priority, whe...

Functions and Exam ples Issue 4 September 1995 10-15 Once the caller d ials ‘‘555-5555,’’ the call enters the switch and is d irected to VDN 5555, which p oints to our Call Prompting vector. At this point, vector processing b e gins. Ste p 1 provides rin g back if the caller has to queue for the ann...

Expert Agent Selection 10-16 Issue 4 Septem ber 1995 To illustrate this, let’s first mo dify and expand on the Auto Club Skill Table (Table 10-4) presented earlier in this chapter: Besides a new skill numbering scheme, our mo dified skill table has four levels instead of the three levels provide d i...

Expert Agent Selection 10-18 Issue 4 Septem ber 1995 agents > 0) to the super agent pool (Supergroup-99). If the call is queued, and if an agent in the super agent pool is available, this agent answers the call. NOTE: If the call has already queued to all three VDN skill hunt group p references, ...

Expert Agent Selection 10-22 Issue 4 Septem ber 1995 ACD Login ID Dialing The ACD Login IDs used in EAS are extension numb ers included in a station numbering plan but not administered as stations. These IDs are ad ministered by using the Agent Login ID form, which a ppears as follows: Figure 10-8. ...

Functions and Exam ples Issue 4 September 1995 10-23 ■ Upon hearing the d ial tone, entering the login Feature Access Code (FAC) or selecting the Login Ab breviated Dialing (AD) b utton ■ Upon hearing the dial tone, entering the 1- to 5-digit Login ID NOTE: If someone is already logged in at that te...

Expert Agent Selection 10-24 Issue 4 Septem ber 1995 Inward Dialing (DID) or an 800 num ber. Both the receiving agent’s Login ID COR and the originator’s (caller’s) COR must have ‘‘Direct Agent Calling’’ set to ‘‘y.’’ The caller’s COR is for the following: — Voice terminal extension (for internal ca...

Interactions Involving EAS Issue 4 September 1995 10-25 Voice terminals are fully functional if an agent is not logg e d in. The restrictions, coverage, and name revert to the voice terminal a dministration when the agent logs out. If a num ber of users are sharing one voice terminal (due to job sha...

Expert Agent Selection 10-26 Issue 4 Septem ber 1995 Agent Work Modes With EAS optioned, an a gent can b e in only a single work mode for all skills at any one time (for example, an agent cannot be in AUX work mode in one skill hunt group and also available in another skill hunt group). Also, if the...

Expert Agent Selection 10-30 Issue 4 Septem ber 1995 Commands for OCM Predictive Calls The Call Vectoring commands indicated in the following table are available for processing OCM Predictive Calls. The customer must design vectors intended for p rocessing p redictive calls in such a manner that the...

Expert Agent Selection 10-32 Issue 4 Septem ber 1995 ■ Direct Ag ent third-party make calls (ACD calls terminated to a selected mem ber of an ACD skill group) may be requeste d by including a Direct Agent option, an agent’s physical extension and a skill group extension (compatibility mode), or by r...

Interactions Involving EAS Issue 4 September 1995 10-33 Multiple Monitors Multiple Monitors provides the ability for up to three ASAI a p plications to monitor the same ACD Split or VDN domain. This is not only helpful in environments were ICM is primary, it can also be used to a dd an OCM app licat...

EAS Agent LoginID Table Issue 4 September 1995 10-35 EAS Agent LoginID Table The following table indicates which DEFINITY features can be a dministered with an EAS Agent loginID. Table 10-15. EAS LoginID Table Feature Administered LoginID? Abbreviated Dialing Buttons 7103A Yes Enhanc e d Yes Group Y...

Expert Agent Selection 10-38 Issue 4 Septem ber 1995 Upgrading to a G3 EAS Environment For information a bout how to create a Call Center that uses EAS see "Call Vectoring/G3 EAS O ption" on p a ge J-10. For information on converting a Call Center to EAS, refer to Ap pendix K.

Call Vectorin g Ap p lications 11-2 Issue 4 Septem ber 1995 Customer Service Center Examp le 1 presents a scenario where a customer service center is open weekdays from 8 a.m. until 5 p.m. The center provides two separate telephone numbers. One numb er is for ordinary customers, while the other numb...

Customer Service Center Issue 4 Septem ber 1995 11-3 Figure 11-1. Example 1: Customer Service Center First, let’s assume that a priority customer places a call. In such a case, if the correct number is dialed, vector 22 is accessed. The first two steps of this vector determine if the c all arrives d...

Call Vectorin g Ap p lications 11-4 Issue 4 Septem ber 1995 call is queued, Steps 9 through 11 imp lement an announcement-wait cycle that continues until an agent answers the call, or until the caller abandons the call. A call placed by a nonpriority customer is processed by vector 21. Vector 21 pro...

DIVA and Data/Message Collection Issue 4 Septem ber 1995 11-5 If the route-to d igits command fails (because the c aller fails to enter any digits, or because the d igits entered do not comprise a valid extension), the route-to number c ommand in Ste p 4 routes the c all to the attendant. However, a...

Call Vectorin g Ap p lications 11-6 Issue 4 Septem ber 1995 ■ Message Collection allows the c aller to leave a recorded message for the customer in lieu of waiting for the customer to answer his or her call. The following four vectors illustrate how the mutual fund company handles telephone calls. F...

Call Vectorin g Ap p lications 11-8 Issue 4 Septem ber 1995 Finally, suppose a third caller wants to o pen an account and that he or she enters 1 when p rompted in the main vector. In such a case, Ste p 3 of the main vector is successful. A c cordingly, the call is routed to VDN extension 1031, and ...

Distributed Call Centers Issue 4 Septem ber 1995 11-9 Figure 11-4. Example 4: Distributed Call Centers In this exam ple, vector 80 is on the sending switch from a call center in New York, while vector 81 is on the receiving switch at a call center in Denver. In the sending switch, the call is queued...

Call Vectorin g Ap p lications 11-10 Issue 4 Septem ber 1995 A ccordingly, the call is removed from the main split queue in New York, and control is passed to the Denver switch, where vector processing continues at Step 4. If the receiving switch does not accept the Look-Ahead Interflow call attempt...

Insurance Ag ency/Service Agenc y Issue 4 September 1995 11-11 In Step 1 of this vector, the caller is instructed to enter 1, 2, or 3 , depending upon the service (hardware, software, general) he or she desires. Thereafter, the adjunct routing command in Step 2 instructs the switch to send a Route r...

Insurance Ag ency/Service Agenc y Issue 4 September 1995 11-13 Step 1 queues the call to the main sp lit. If the main split is currently answering calls within the target time of 30 seconds Ste p 2 bypasses all of the b ackup sp lits and goes directly to the announcement in Step 6. The assumption is...

Call Vectorin g Ap p lications 11-14 Issue 4 Septem ber 1995 The following vector will notify customer service callers of their exp ected wait time unless they will not have long to wait Figure 11-8. Example 6: Customer Service Vector In step 1, callers who would wait more than 10 minutes are routed...

Call Vectorin g Ap p lications 11-16 Issue 4 Septem ber 1995 The VDN Skill Preferences are set up as follows: Table 11-4. VDN Skill Table for the Warranty Service Call Center VDN - Skill Preferences English Spanish Dish-washer Refrig Washer Dryer Dish-washer Refrig Washer Dryer VDN:1100 VDN:1101 VDN...

Warranty Service (with EAS) Issue 4 September 1995 11-17 The agent Skills are set up as follows: Once Skills are assigned to VDNs and to agents, calls are directe d to the a p propriate vector. The goal of the warranty service call center is to answer 80 percent of the incoming c alls within 20 seco...

Call Vectorin g Ap p lications 11-18 Issue 4 Septem ber 1995 Figure 11-10. Example 6: Warranty Service Call Center (Part 1) The second figure shows how the vector-processed call is directe d to the ap propriate call queue. The figure also shows how the call is d irected to the a p propriate agent(s)...

Warranty Service (with EAS) Issue 4 September 1995 11-19 Figure 11-11. Example 6: Warranty Service Call Center (Part 2) Let’s assume that a Spanish-speaking caller has a broken dryer and decides to c all the warranty service call center. In such a case, the caller d ials the a p propriate number. Th...

Call Vectorin g Ap p lications 11-20 Issue 4 Septem ber 1995 Resort Reservation Service (with EAS) Examp le 8 deals with a resort c ompany that p laces a variety of a ds in magazines for information on a particular resort or state. Callers resp onding to these a ds can dial one of several numbers pr...

Resort Reservation Service (with EAS) Issue 4 September 1995 11-21 Figure 11-12. Example 7A: Process Involving Specific Number Dialing For this process, a single VDN for each state is assigned to Vector 2. Accordingly, our diagram shows the VDN and the associated VDN Skills for two states: Texas and...

Vector Exercises Issue 4 September 1995 11-23 Figure 11-14. Example 7C: Call-Back Provisions After the number is dialed, the call is directed to VDN 3333, which p oints to Vector 3. Note there are no Skill Preferences assigned to VDN 3333. Also, VDN 3333 is the only VDN administered to p oint to Vec...

Call Vectorin g Ap p lications 11-24 Issue 4 Septem ber 1995 NOTE: Exercise 1 in this section presents two solutions, one of which involves Call Prompting, which is d iscussed in Chapter 5. Exercise 1: Emergency and Routine Service Write a vector that does the following: ■ Delivers the following mes...

Vector Exercises Issue 4 September 1995 11-25 caller to hold is provided by Step 7. After another wait with music period (if necessary) provided by Ste p 8, the g oto step command in Step 9 b ranches b ack to the aforementioned “ p lease hold” announcement in Step 7. The resulting “announcement-wait...

Call Vectorin g Ap p lications 11-26 Issue 4 Septem ber 1995 announcement c ommand first informs the caller of the input error and then invites the caller to try again. Thereafter, the g oto step command in Step 5 unconditionally sends control back to Step 2, where the collect d igits command ultima...

Vector Exercises Issue 4 September 1995 11-27 Suggested Solution: Figure 11-17. Late Caller Treatment This vector provides sp ecific treatment for calls coming into the switch after working hours, during the weekend, or as the working day comes to a close. The g oto step command in Step 1 c hecks wh...

Call Vectorin g Ap p lications 11-28 Issue 4 Septem ber 1995 if 20 or fewer calls are q ueued to split 1, control is passed to Step 4, where the queue-to main split comman d queues the call to split 1. Control is then passed to Step 5, where the g oto ste p command checks whether the current time is...

Vector Exercises Issue 4 September 1995 11-29 Suggested Solution: Figure 11-18. Messaging Option The goto step command in Step 1 of this vector checks whether the oldest call waiting in split 50 has been waiting for 75 seconds or more. If so, control is passed to Step 8, where the announcement c omm...

Call Vectorin g Commands A-2 Issue 4 Septemb er 1994 Command Description/Reference The following ta ble provides a brief description of the function of each of the Call Vectoring c ommand . Also included is the p age where the c ommand is d escribed in full. Table A-1. Command Description/Reference ...

Command/O ption Summary Issue 4 September 1994 A-3 Command/Option Summary The following table indicates which Call Vectoring commands c an b e used within Basic Call Vectoring and/or Call Prompting. Other options or later releases may be required for certain commands or functions as noted. See Ap pe...

Call Vectorin g Commands A-4 Issue 4 Septemb er 1994 1. If G3V4 software has not b een purchased, these commands require the G3V4maintenance load. goto ste p/vector if ani x x G3V4 Enhanced; G3V4 ANI/II-Digits Routing goto ste p/vector if ii-digits x x G3V4 Enhanced; G3V4 ANI/II-Digits Routing messa...

Command Job Aid Issue 4 September 1994 A-5 Command Job Aid 1. This c ommand is also available with Call Prompting. 2. Active means the called VDN as changed by VDN override. Latest means the VDN assigned tothe vector in which the call is currently being processed . Table A-3. Vectoring Commands — Ge...

Command Job Aid Issue 4 September 1994 A-7 Table A-5. Vectoring Commands — Generic 3 Version 4 (continued) check-backup split ______ p ri __ if rolling-asa < ______ (1-24 [G3vs/s]) (low, med, (2-998) 1 (1-99 {G3i]) high, top) (1-255 [G3r]) available-agents > ______ (0-149 [G3vs/s])(0-199 [G3i]...

Call Vectorin g Commands A-8 Issue 4 Septemb er 1994 1. Even numbers only. EAS only check-backup skill ______ p ri __ if rolling-asa < ______ (1-24 [spec ific G3vs/s]) (low, med, (2-998) 2 (1-99 {spec ific G3i]) high, top) (1-255 [specific G3r]) (1st, 2nd, 3rd [VDN]) available-agents > ______ ...

Command Job Aid Issue 4 September 1994 A-9 1. If DATA 1 is administered as “none,” DATA 2 must also be administered as “none.” 2. The Call Prompting feature must be enabled. 3. The Vectoring (G3V4 Advanced Routing) option must be enable d. Table A-6. Vectoring Commands — Generic 3 Version 4 (continu...

Call Vectorin g Commands A-14 Issue 4 Septemb er 1994 Command Directory The manual p a ge directory in this section lists and discusses all of the commands used within Call Vectoring. For each command presented, the following is provided: purpose, syntax, valid entries, requirements, an examp le, de...

ad junct routing Issue 4 September 1995 A-15 Adjunct Routing Command adjunct routing Purpose Causes a message to be sent to an a djunct requesting routing instructions. Syntax adjunct routing link < extension> Valid Entries Valid ASAI-BRI link extension number Requirements Basic Call Vectoring...

Call Vectorin g Commands A-18 Issue 4 September 1995 Finally, note that the adjunct can also decide to not route a call by rejecting (that is, negatively acknowledging) the route request sent by the switch. Upon receiving a route request rejection, the switch terminates the announcement or wait-time...

ad junct routing Issue 4 September 1995 A-19 Feature Interactions For a call c oming in directly to a VDN, the command is treated like a route-to with coverage= y command. However, for a call that is covered to a VDN, the command is treated like a route-to with coverage=n command. A covered call tha...

ad junct routing Issue 4 September 1995 A-21 Calls that route to a sp lit are tracked as INFLOW and are reporte d as ‘‘Flow In.’’ Calls that route to a trunk are tracked as ROUTEDCALLS/ROUTEDTIME. However, these calls are not shown on standard reports. BCMS Interactions If the command a dvances a ca...

Call Vectorin g Commands A-24 Issue 4 September 1995 Busy Command busy Purpose Gives the caller a busy signal and causes termination of vector processing. Syntax busy Requirements Basic Call Vectoring software must be installed. Operation The command takes effect on non-CO trunk calls whether or not...

b usy Issue 4 September 1995 A-25 CMS Interactions R3 CMS: BUSYTIME, OTHERTIME, and INTIME for splits and vectors are trac ked according to when the b usy tone starts. BUSYTIME, OTHERTIME and INTIME for VDNs are tracked according to when the trunk idles. R2 CMS: Calls given forced busy are tracked i...

Call Vectorin g Commands A-26 Issue 4 September 1995 Check-Backup Command check-backup split (skill) Purpose Checks the status of a sp lit (skill) for possible termination of the call to that split (skill). Syntax check-backup sp lit < s plit #> pri < p riority level> if < condition&g...

b usy Issue 4 September 1995 A-27 Requirements Basic Call Vectoring software must b e installed, and the sp lit (skill) involved must be vector-controlled. Also, skills replace sp lits only if Expert Ag ent Selection (EAS) is optioned. The conditions “rolling-asa” and “exp ected-wait” are only avail...

b usy Issue 4 September 1995 A-29 The command is considered a call acceptance vector command whenever one of the following is true: ■ Call terminates to an agent. ■ Call q ueues to a sp lit (skill). The call is c onsidered a neutral vector command when the call neither terminates nor queues. No COR ...

c ollect d igits Issue 4 September 1995 A-31 Collect Digits Command collect digits Purpose Allows the user to enter up to 16 d igits from a touch-tone phone. Syntax collect <# of d i gits> d i gits after announcement < extension> Valid Entries # of d i gits: 1 through 16. extension: none...

Call Vectorin g Commands A-36 Issue 4 September 1995 converse-on skill 57 pri h p assing v dn and ani converse-on skill 3rd pri t passing d igits and q p os converse-on skill 23 pri h passing wait and none Operation NOTE: Refer to Ap pendix H for details regarding call flows involving the converse-o...

converse-on split (skill) Issue 4 September 1995 A-37 ■ Used for vector conditional branching in a ste p containing a command with the if digits p arameter ■ Tandemed to an ASAI host DEFINITY can be set up to pass information in-band to the voice information system. In such a case, the converse-on c...

Call Vectorin g Commands A-38 Issue 4 September 1995 ■ ani: If the call is an internal call or an incoming DCS call, this data type causes the extension of the calling party to be outpulse d. If the call is an incoming ISDN-PRI call with ANI (BN) provid e d to DEFINITY, the calling party numb er/bil...

Call Vectorin g Commands A-44 Issue 4 September 1995 ■ System Measurements System measurements track converse calls to hunt groups and attendant groups. ■ Touch-Tone Dialin g Any touch-tone dialing by the calling party during the d i git passing phases of a session involving a c onverse-on step does...

Call Vectorin g Commands A-46 Issue 4 September 1995 Disconnect Command disconnect Purpose Ends treatment of a call and removes the call from the switch. Also allows the optional assignment of an announcement that will play imme diately before the disconnect. Syntax disconnect after announcement <...

d isconnect Issue 4 September 1995 A-47 Feature Interactions For Look-Ahead Interflow, the command can b e considered either a call acceptance vector command or a call denial vector command. The command is considered a call acceptance vector command whenever an announcement is included within the co...

Call Vectorin g Commands A-48 Issue 4 September 1995 Goto Step Command goto step Purpose Allows conditional or unconditional movement (branching) to a preceding or subsequent step in the vector. Syntax goto step <step #> if unconditionally goto step <step #> if digits < comparator>...

g oto ste p Issue 4 September 1995 A-49 goto step <step #> if <condition> for vdn <v d n > <comparator> <threshol d > Condition = counted-calls: goto step <step #> if <condition> to vd n < v d n > < c o mp arator> <threshold> Condition = ex...

Call Vectorin g Commands A-50 Issue 4 September 1995 d i gits: the following values are accepted: p riority level: l (low), m (medium), h (high), t (top). day: mon, tue, wed, thu, fri, sat, sun, all (that is, "on any day of the week") . hour: 00 to 23 (military format). 1.Comparators = , >...

g oto ste p Issue 4 September 1995 A-51 minute: 00 to 59 (military format). option: in, not-in (Vectoring (G3V4 Enhanced ) only) table: 1 through 5 (G3vs/s); 1 through 10 (G3i); 1 through 100 (G3r). The number of the Vector Routing Table containing the numbers to b e used to compare against ani, ii-...

Call Vectorin g Commands A-52 Issue 4 September 1995 Operation If the command syntax includes unconditionally, the command always branches. Otherwise, branching takes p lace according to one of the conditions that follow: ■ The average speed of answer for the indicated sp lit (skill) or VDN meets th...

Call Vectorin g Commands A-54 Issue 4 September 1995 Goto Vector Command goto vector Purpose Allows c onditional or unconditional movement ( branching) to another vector. The goto vector step does not remove a call from queues in which it is already placed. Syntax goto vector < vector #> if un...

g oto vector Issue 4 September 1995 A-55 Condition = rolling-asa: goto vector < vector # > if <condition> for split <split #> < comparator> < threshold> goto vector < vector # > if <condition> for skill <skill # > <comparator> < threshold> ...

Call Vectorin g Commands A-56 Issue 4 September 1995 d i gits: the following values are accepted: 1.Comparators = , > = , < =, < > (not e quals) are only available for these c onditionswith Vectoring (G3V4 Enhanced). 1.Comparators > , > = , < , < =, < > (not equals) are...

messaging split (skill) Issue 4 September 1995 A-61 Messaging Command messaging split (skill) Purpose Allows the caller to leave a message for the specified extension or the active or latest VDN extension (default). Syntax messaging split < s plit #> for extension <extension> messaging s...

Call Vectorin g Commands A-62 Issue 4 September 1995 If the split (skill) number sp ecified in the command is a valid message service split or skill (such as an AUDIX or a Message Server Adjunct), and if the extension is either a valid assigned extension or is a dministered as none ( pre G3V4), or a...

messaging split (skill) Issue 4 September 1995 A-63 If the command specifies a s pecific ‘‘mailbox’’ extension, the original p rincipal for a call covered by a VDN is not p assed to the adjunct, and it d oes not a p pear in the display to the answering agent. The specified extension a p pears in the...

queue-to main split (skill) Issue 4 September 1995 A-65 Queue-to Main Command queue-to main split (skill) Purpose Unconditionally q ueues a call to a split (skill) and assigns a queuing p riority level to the call in case all a gents are busy. Syntax queue-to main split < s plit #> pri < p ...

queue-to main split (skill) Issue 4 September 1995 A-67 The command is considered a neutral vector command when the call neither terminates nor queues. No COR checking is carried out when a queue-to main step places a call to a split (skill). CMS Interactions R3 CMS: Calls queued via a q ueue-to mai...

route-to Issue 4 September 1995 A-69 Route-to Command route-to Purpose Routes calls either to a d estination that is specified by d i gits collected from the caller or an adjunct ( route-to d igits ), or routes calls to the destination s pecified by the administered d i git string ( route-to numb er...

Call Vectorin g Commands A-70 Issue 4 September 1995 Operation The route-to c ommand attempts to route a call to a set of d igits collected from the caller or from an adjunct, or to the d estination s pecified b y the administered d igit string. For the route-to numb er ... if d i git command, the c...

route-to Issue 4 September 1995 A-73 ■ Facility test call ■ TAAS access cod e ■ Priority access code ■ Loudsp eaker p a ging access c o de ■ Station Message Detail Re cording (SMDR) account c o de ■ Voice message retrieval access c o de If the command is executed and Direct Outward Dialing (DOD) is ...

Call Vectorin g Commands A-74 Issue 4 September 1995 For Look-Ahead Interflow, the route-to command can be considered either a call acceptance vector command or a neutral vector command. The command is considered a call acceptance vector command whenever one of the following is true: ■ Command termi...

Call Vectorin g Commands A-76 Issue 4 September 1995 Split calls are also shown in the standard reports according to the final disposition of the call. Calls that route over an ISDN trunk are Look-Ah ead Interflow calls. When a call attempts to ‘‘route to’’ an ISDN trunk (Look-Ahead Interflow), the ...

wait-time Issue 4 September 1995 A-79 Wait-time Command wait-time Purpose Delays the processing of the next vector ste p if a specified d elay time is included in the command’s syntax. Also provides fee d back (in the form of silence, ringback, or music) to the caller while the call advances in queu...

wait-time Issue 4 September 1995 A-81 Feature Interactions When the command is imp lemented with music as the treatment, the system-wide music-on-hold feature must be administered. Otherwise, the caller hears silence. When Tenant Partitioning is in use the tenant numb er of the active VDN determines...

Criteria for Success/Failure of Call Vectorin g Command s Issue 4 September 1995 A-81 Criteria for Success/Failure of CallVectoring Commands The table a ppearing on the next several p ages summarizes the success and failure criteria for various vector c ommands. Before you write or evaluate vectors,...

Criteria for Success/Failure of Call Vectorin g Command s Issue 4 September 1995 A-83 check-backup split Fails if any of the following are true: ■ Vector conditional is false. ■ Split’s queue is full. ■ Split is not vector-c ontrolled. ■ Call is already queued at the sp ecified p riority to the spec...

Issue 4 September 1995 B-1 B Call Vectoring Management Introduction Call Vectoring management involves a number of different considerations and tasks. This a p pendix d esc ribes these considerations/tasks. Specifically, the following topics are discussed: ■ Call Vectoring feature requirements ■ U p...

Call Vectoring Management B-2 Issue 4 September 1995 NOTE: The Basic Call Vectoring and/or Call Promp ting option(s) must be enabled on the System-Parameters Customer-Options form before the associated forms and the fields on the forms can be administered. Table B-1. Basic Call Vectoring Requirement...

Imp lementation Re quirements for the Call Vectoring Features Issue 4 Septemb er 1995 B-5 NOTE: G3V4 or a later release is required for ANI/II-Digits Routing. The following options must be enabled on the System-Parameters Customer-Options form: Basic Call Vectoring and/or Call Prompting o ption(s); ...

Call Vectoring Management B-6 Issue 4 September 1995 NOTE: Both the sending switch and the receiving switch must have the Basic Call Vectoring and the Look-Ahead Interflow features active. In ad dition, Look-Ahead Interflow calls c an c onnect ISDN-PRI switch-to-switch using p rivate, p u blic, or S...

Enabling the Vector Disconnect Timer Issue 4 Septemb er 1995 B-7 Enabling the Vector Disconnect Timer Call Vectoring makes available a Vector Disconnect Timer, which can be set for any amount of time between 1 and 240 minutes inclusive. The timer is enabled by selecting the timer field in the Featur...

Issue 4 Septemb er 1995 C-1 C Considerations for the Call Vectoring Features Introduction This a p pendix contains several lists of considerations you should bear in mind when using the Call Vectoring features. These considerations are intended to help you g et the highest degree of productivity fro...

Considerations for the Call Vectoring Features C-2 Issue 4 Septemb er 1995 ■ Calls should not b e queued to an unstaffed split (unless this is intended by the customer) without some alternate treatment. ■ Interflow calls should not b e p ermitte d to interflow back and forth between a remote switch ...

Look-Ahead Interflow Considerations Issue 4 September 1995 C-3 is being im plemented via a route-to d i gits command, the route-to d igits command fails, and vector processing continues at the next ste p, which should be a default treatment. ■ It may be prudent to take steps in case a route-to atten...

Considerations for the Call Vectoring Features C-4 Issue 4 Septemb er 1995 ■ It is perfectly acceptable for a vector to route a call over an ISDN-PRI facility to a destination that is not a VDN. In such a case, the sending switch treats the call like a Look-Ahead Interflow call. Generic ISDN process...

VDN Return Destination Considerations Issue 4 September 1995 C-5 VDN Return Destination Considerations The VDN Return Destination feature allows an incoming trunk c all to be placed back in vector processing after all parties, except the originator, drop. This feature is activated through switch adm...

Considerations for the Call Vectoring Features C-6 Issue 4 Septemb er 1995 taken by the adjunct is to drop one party on the call, the switch will drop the other party as well and clear the call (it cannot retain a call with only one party, if there is no Return Destination for further processing).* ...

VDN Return Destination Considerations Issue 4 September 1995 C-7 If the host security is not passed, the host will route the call to an appropriate alternate destination (e.g., announcement with security violation message) and log the invalid call attempt. If the host is not available, the call will...

Considerations for the Call Vectoring Features C-8 Issue 4 Septemb er 1995 User Scenario — Saving in Trunk FacilitiesBetween Call Centers A customer can also use VDN Return Destination to return a call to a local agent after the call is transferred to a remote destination (call). This will eliminate...

Troubleshooting Vectors D-2 Issue 4 Septemb er 1995 Table D-1. Unexpected Feature Operations Feature/Area Customer Observation(s) Cause(s) General Vector Processing Vector stuck. Au dible feedb a ck lasts longer than the delay interval. 1,000 steps executed. No default treatment in the vector. Last ...

Unexpected Command Operations Issue 4 September 1995 D-3 Unexpected Command Operations The following table indicates and explains the unexpected operations the customer may encounter in using the Call Vectoring commands. Table D-2. Unexpected Command Operations Command Step Customer Observation(s) C...

Converse Command Debugging Issue 4 September 1995 D-9 Converse Command Debugging The following table is intended to help your troubleshooting efforts with the converse-on command. NOTE: Refer to Ap pendix H for details on the call flow for converse-VRI calls. wait-time Au dible feedb a ck longer tha...

Troubleshooting Vectors D-12 Issue 4 Septemb er 1995 Tracking Unexpected Vector Events If you have an SAT terminal, you can d isplay unexpected vector events. A vector event is an error that results from resource exhaustion or from faulty vector programming, rather than from a DEFINITY software erro...

Tracking Unexp ected Vector Events Issue 4 September 1995 D-13 ■ REPORT PERIOD. This o ption allows you to s pecify a report period. This period consists of an Interval field, a From date/time stamp, and a To date/time stamp . Valid entries for the Interval field include (h)our , (d)ay , (w)eek , an...

Troubleshooting Vectors D-14 Issue 4 Septemb er 1995 ■ Event Data 1 is a 9- character fields that contains data in one of two formats: — <num ber1>/< number2> (for examp le, 12/5 ), where < number1> is the vector number associated with the vector event, and where <num ber2> i...

Issue 4 September 1995 E-1 E Functional Differences for G2 and G3 Call Vectoring and EAS Introduction This a p pendix provides the Call Vectoring functional differences between the Generic 2 and Generic 3 switches. This information should prove helpful to system administrators who administer network...

Functional Differences for G2 and G3 Call Vectoring and EAS E-2 Issue 4 September 1995 ■ announcement ■ wait-time ■ busy Queue-to Main Split and Check-Backup Split The queue-to main s plit command q ueues the call to the s pecified main split and assigns a queuing priority level. The check- backup s...

Functional Differences for G2 and G3 Call Vectoring and EAS E-4 Issue 4 September 1995 Goto Step and Goto Vector The goto ste p command allows conditional or unconditional movement (branching) to a preceding or subse quent ste p in the vector. The goto vector command allows conditional or unconditio...

Functional Differences for G2 and G3 Call Vectoring and EAS E-6 Issue 4 September 1995 Announcement This c ommand indicates that the caller should expect to hear an announcement. Although the announcement strategy G2 d iffers from that in G3, each strate gy assures that, theoretically, the entire an...

Differences in Command Function Issue 4 Septemb er 1995 E-7 Wait-time This c ommand sets a length of time for a call to wait in the q ueue. The command also specifies one of the following treatments while the call advances in the queue(s): ■ Silence ■ Ringin g ■ Music ■ I-silent (G3V4 and later rele...

Functional Differences for G2 and G3 Call Vectoring and EAS E-8 Issue 4 September 1995 General Call Vectoring Functional Differences This table provides an overview of general differences for Call Vectoring operations b etween the Generic 2 and Generic 3 switches. Table E-7. General Call Vectoring F...

General Call Vectoring Functional Differences Issue 4 Septemb er 1995 E-9 Non-vector-controlled splits can s pecify redirection treatment (such as Call Coverage, Call Forwarding, etc .) and announcement treatment. Only vector-controlled sp lits are available when Call Vectoring is active. VDN A cces...

Functional Differences for G2 and G3 Call Vectoring and EAS E-10 Issue 4 September 1995 Differences in Defining/Interpreting Split Flows Split flows are defined and/or interprete d according to the switch version and the management system involved. The following sections illustrate how split flow in...

Differences in Defining/Interpreting Split Flows Issue 4 Septem ber 1995 E-11 R3 CMS Standards The following tables illustrate how split flows that occur in the G1/G3 and G2 versions of the switch are interp reted vis-a-vis R3 CMS: When a call is not answered [d ue to a(n) outflow, abandon, busy, or...

Functional Differences for G2 and G3 Call Vectoring and EAS E-12 Issue 4 September 1995 command, for examp le), an inflow is trac ked only in the first split to which the call requeues . Also, when multiple split queuing is involved, R2 CMS tracks an outflow in those splits to which the call q ueues...

Interactions Between Call Vectoring/EAS and BCMS/CMS F-2 Issue 4 Septemb er 1995 BCMS/CMS Tracking in a Call Vectoring Environment Tracking is the identifying of various call flows and other actions relevant to call handling. For our p urposes, there are three classes of c all flows: sp lit flows, V...

BCMS/CMS Tracking in a Call Vectoring Environment Issue 4 September 1995 F-3 For split/skill statistics, the calculation is ACD calls answered within the service level divided by calls queued to the split/skill (answered calls, abandoned calls, calls that flow out, calls that d e queue). In most cas...

Interactions Between Call Vectoring/EAS and BCMS/CMS F-4 Issue 4 Septemb er 1995 R3 CMS and BCMS Standards The following table illustrates how R3 CMS and BCMS interp ret specific VDN flows for the G1/G3 versions of the DEFINITY switch: NOTE: (R3 CMS only): If a call that covers to a VDN is originall...

BCMS/CMS Tracking in a Call Vectoring Environment Issue 4 September 1995 F-5 Split Inflows, Outflows, and Dequeues The following sections discuss the various sp lit flow types vis-a-vis R3 CMS, R2 CMS, and BCMS. R3 CMS and BCMS Standards R3 CMS and BCMS are grouped together because both of these sys...

Interactions Between Call Vectoring/EAS and BCMS/CMS F-6 Issue 4 Septemb er 1995 With this discussion in mind, let’s take a look at the following table to see how R3 CMS and BCMS interp ret split flows for the G1/G3 versions of the DEFINITY switch: When a call is not answered [d ue to a(n) outflow, ...

BCMS/CMS Tracking in a Call Vectoring Environment Issue 4 September 1995 F-7 Also, when multiple split queuing is involved, R2 CMS tracks an outflow in those splits to which the call q ueues and from which it eventually de queues without being answered there. In effect, then, R2 CMS tracks an outflo...

Interactions Between Call Vectoring/EAS and BCMS/CMS F-12 Issue 4 Septemb er 1995 3. Call is queued to split 4. Here’s the tracking table for this scenario: Comments: ■ R3 CMS: Outflow is tracked in split 1 because this sp lit is the original primary split, the call is dequeued from this split via a...

Interactions Between Call Vectoring/EAS and BCMS/CMS F-14 Issue 4 Septemb er 1995 R2 CMS Standard. Customers using R2 CMS c onnecte d to G1/G3 with vectoring enabled cannot necessarily answer any of the q uestions. If multiple-s plit queuing is involved, the OUTFLOWCALLS track contains both ‘‘my’’ c...

Using BCMS/CMS Re ports to Evaluate Call Vectoring A ctivity Issue 4 September 1995 F-15 ■ Vector Report summarizes vector activities. Among other information, the report provides the numb er of Vector Flow Ins/Outs, calls forced b usy, and calls forced disconnect. Vector Flow In pertains to calls t...

Interactions Between Call Vectoring/EAS and BCMS/CMS F-16 Issue 4 Septemb er 1995 Using CMS in an EAS Environment CMS R3V2 or a later release is required to support Expert Ag ent Selection (EAS). The same tracking and database items used within a traditional Call Vectoring environment are used withi...

Using CMS in an EAS Environment Issue 4 September 1995 F-17 The Queue/Ag ent Summary Real-Time Re port lists separately the Direct Ag ent calls waiting in a skill q ueue. Any waiting Direct Agent calls are queued to the first primary skill that the agent is assigned and logg e d into. To manage the ...

Issue 4 September 1995 H-1 H Detailed Call Flow for Converse—VRI Calls Introduction This a p pendix discusses the detailed call flow for calls involving a converse-on vector step and Voice Resp onse Inte gration (VRI). This call flow is segmented into the following phases: 1. Converse call p lacemen...

Detailed Call Flow for Converse—VRI Calls H-2 Issue 4 September 1995 Converse Call Placement The first action taken by the c onverse-on step is to deliver the call to the converse sp lit. Ringback tone is not heard by the caller. Any audible feedback supplied by vector processing remains until the V...

Data Passin g Issue 4 Septemb er 1995 H-3 Any attempt to remove a hunt group, split or skill administered within a converse- on vector ste p is denied until the vector has been changed. Also, any attemp t to make a hunt group, s plit, or skill nonvector-controlled is denied if the hunt g roup, split...

Detailed Call Flow for Converse—VRI Calls H-4 Issue 4 September 1995 NOTE: DTMF tones (digits) with a length of 350_msec and with an interdigit pause of 100_msec are currently outpulsed by DEFINITY. This results in a rate of a p proximately 2.2 d i gits p er second. Any audible feedb a ck supplied b...

Detailed Call Flow for Converse—VRI Calls H-6 Issue 4 September 1995 To ensure the robust operation of the VRU data passing operation, be sure to implement the following recommendations: ■ Include the prompt and collect command in the VRU script for each data field p assed in the converse-on step. ■...

Detailed Call Flow for Converse—VRI Calls H-8 Issue 4 September 1995 The CONVERSANT VRU offers a built-in external function called ‘‘converse_data.’’ This function allows a p plications developers to perform this operation in a convenient and robust fashion. To ensure the robust operation of the VRU...

Script Comp letion Issue 4 Septemb er 1995 H-9 The ‘‘Converse Data Return Code’’ can be followed by a maximum of 24 di gits. The VRU touch-tones the code and the d igits in-band. However, the c o de and the digits are not heard by the caller. The di gits are stored in DEFINITY as Call Prompting dial...

Detailed Call Flow for Converse—VRI Calls H-10 Issue 4 September 1995 The last set of d i gits collected before the c onverse-on split step is executed is still available and may be displayed by an answering agent on the nonconverse split by using the CALLR-INFO b utton. A VRU sc ript c an b e p rog...

DEFINITY Switch Data Collection Issue 4 Septem ber 1995 H-11 If VRU data is returned, the calling party is able to touch-tone a resp onse to a DEFINITY prompt only after the data collection phase is comp leted and another collect d igits step is execute d. This is true because each executed c ollect...

Issue 4 September 1995 I-1 I Security Issues Introduction There are a num ber of security issues vis-a-vis Call Vectoring that should be noted. For example, Call Vectoring and Call Prompting can be used to help prevent unauthorized users from gaining access to the switch via the Remote Access featur...

Security Issues I-2 Issue 4 September 1995 Front-Ending Remote Access Via this method, authorized external callers are g iven a VDN extension to call instead of the remote a c cess extension, which is kept p rivate. The corresponding call vector can then imp lement a number of security checks before...

EAS Issue 4 September 1995 I-3 capabilities described in the previous section can also b e used. Instead of routing to the remote access extension, the vector collects d igits from the caller and then routes to the given destination if there is a match on the password. Again, multiple VDNs can b e c...

Issue 4 Septem ber 1995 J-1 J Setting Up a Call Center Introduction Call center managers need some key indicators to measure ACD performance at their site. Usually, in setting up a call center, several factors involving call management are considered. The following list identifies and d efines the m...

Setting Up a Call Center J-4 Issue 4 Se ptemb er 1995 On a G3 system, more than four splits can b e assigned to an agent; however, the agent can log into a maximum of four splits. An agent assignment to splits can be changed in CMS: ACD Ad ministration: Move Extensions Between Splits if the agent is...

Setting Up a Call Center J-6 Issue 4 Se ptemb er 1995 Figure J-1. Non-EAS Worksheet #1: Call Center Objectives Worksheet Non-EAS Worksheet #1 Call Center Objectives Worksheet What Are My Call Center Objectives?

Call Vectoring/Non-EAS Option Issue 4 September 1995 J-7 Figure J-2. Non-EAS Worksheet #2: Current Split Operation Worksheet Do You Want to Separate Skill Set with EAS? (Yes/No) Do You Have Agent Expertise? (Yes/No) List Individually You Customer/Caller Needs and Your Agent SkillSets in this Split S...

Setting Up a Call Center J-8 Issue 4 Se ptemb er 1995 Figure J-3. Non-EAS Worksheet #3: Customer Needs Worksheet Non-EAS Worksheet #3 Customer Needs Worksheet Customer/Call Center Needs Split Number (Hunt Group) Call Distribution VDN

Setting Up a Call Center J-10 Issue 4 September 1995 Call Vectoring/G3 EAS Option To set up a call center that has both Call Vectoring and G3V2 EAS, d o the following: 1. Determine your call center’s o bjectives. Think about how you want your call c enter to handle calls and also about what you want...

Setting Up a Call Center J-16 Issue 4 September 1995 Figure J-5. EAS Worksheet #1: Call Center Objectives Worksheet EAS Worksheet #1 Call Center Objectives Worksheet What Are My Call Center Objectives?

Call Vectoring/G3 EAS Option Issue 4 Septemb er 1995 J-17 Figure J-6. EAS Worksheet #2: Current Split Operation Worksheet Do You Want to Separate Skill Set with EAS? (Yes/No) Do You Have Agent Expertise? (Yes/No) List Individually You Customer/Caller Needs and Your Agent SkillSets in this Split Spli...

Setting Up a Call Center J-18 Issue 4 September 1995 Figure J-7. EAS Worksheet #3: Customer needs Worksheet EAS Worksheet #3 Customer Needs Worksheet Generic 3 Customer/Call Center Needs Split Name Split Number UCD/EAD Class of Restriction When defining your skills, be aware of how you can combine s...

Call Vectoring/G3 EAS Option Issue 4 Septemb er 1995 J-19 Figure J-8. EAS Worksheet #4: Individual Agent Skill Worksheet Generic 3 EAS Worksheet #4 Individual Agent Skill Worksheet Generic 3 Agent Name Class of Restriction Login ID Direct Agent? Login Coverage Point 1 Point 2 Point 3 Login Coverage ...

Setting Up a Call Center J-20 Issue 4 September 1995 Figure J-9. EAS Worksheet #5: Agent Skills Worksheet Generic 3 1. 2. 3. 4. 7. 8. 9. 10. 5. 6. 11. 12. 13. 14. 17. 18. 19. 20. 15. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26. EAS Worksheet #5 Agent Skills Worksheet Generic 3 Agent name Logi...

Call Vectoring/G3 EAS Option Issue 4 Septemb er 1995 J-21 Figure J-10. EAS Worksheet #6: Skill Preferences Worksheet EAS Worksheet #6 VDN Skill Preferences Worksheet VDN Class of Restriction VDN Name Skill Preferences 1st Skill Number 2nd Skill Number 3rd Skill Number Vector

Setting Up a Call Center J-22 Issue 4 September 1995 Figure J-11. EAS Worksheet #7: Vector Design Worksheet Assigned VDNs Assigned Trunk Groups Description Name Vector # 1. 2. 3. 4. 7. 8. 9. 10. 5. 6. 11. 12. 13. 14. 17. 18. 19. 20. 15. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26. EAS Workshe...

Issue 4 September 1995 K-1 K Converting a Call Center to EAS Introduction The procedures in this a ppendix provide guidelines for u pgrading a call center from a non-EAS ACD environment to an EAS ACD environment. The primary activities involved in this conversion are: ■ Step 1: Pre-EAS Cutover Ad mi...

Step 6: EAS Cutover Issue 4 Septemb er 1995 K-9 12. Issue the release link n command at the a dministration terminal to release any adjunct AUDIX links (where the adjunct will cause the associate d ports to be logg e d in). At this p oint, the cutover to EAS is comp lete. It is recommend e d that a ...

Issue 4 September 1994 L-1 L V4 Feature Availability The following lists d escribe vectoring enhancements that are available with G3V4 and later releases. For a detailed description of any item see the referenced section of this guide. When V4 has been installed on your switch as a bugfix (that is, ...

Issue 4 Septemb er 1995 M-1 M Improving Performance Introduction This a p pendix p rovides recommendations on how to write vectors that promote favorable performance practices. Two basic principles to follow are: 1. Minimize the amount of call processing — Minimize the numb er of vector steps to pro...

Looping Examp les Issue 4 September 1995 M-3 Looping Examples Audible Feedback Recommendation: Evaluate the length of the wait period between repetitions of an announcement and increase the length, if possible. For optimum performance, add a second announcement after the initial announcement and rep...

Improving Performance M-4 Issue 4 Septem ber 1995 Table M-2 compares the relative processing cost of the three exam ples by looking at the approximate number of vector steps executed while processing the call. Assumption is that the first announcement is 3 seconds long and the second announcement is...

Looping Examp les Issue 4 September 1995 M-5 The exam ple in Figure M-5 a d ds a delay so that the lookahead interflow attempt occurs only every 10 seconds. Figure M-5. Example Vector with Improved Performance The exam ple in Figure M-6 increases performance even more by increasing the d elay betwee...

Improving Performance M-6 Issue 4 Septem ber 1995 Check Backup Recommendation: When using check-backup commands to q ueue a call to backup splits, ensure that an adequate amount of time has elasped before checking the b ackup splits again. NOTE: With the introduction of the ‘Expecte d Time Wait Time...

Looping Examp les Issue 4 September 1995 M-7 Since the agent availability status may not be likely to c hange every 10 seconds, it may make sense to increase the wait time to 30 seconds, as shown in the example in Figure M-9. Figure M-9. Another Example Vector with Improved Performance Table M-2 com...

Improving Performance M-8 Issue 4 Septem ber 1995 Other Examples After Business Hours Recommendation: Test to see if the d estination resourc es are available (such as during business hours) before queuing. The example in Figure M-10 q ueues calls to a hunt group regard less of the time of the call....

Other Examples Issue 4 September 1995 M-9 Lookahead Interflows Recommendation: When using a lookahead interflow, first test to see if the receiving office is open for business. The scenario is a sending switch in Los Angeles, with office hours from 8:00 AM to 5:00PM (8:00-17:00) PST and the receivin...

Issue 4 Septemb er 1995 N-1 N Call Vectoring System Parameters G3iV1.1 and G3V2 System Parameters 1. The total of VDN, Station, and Login ID extensions cannot exceed 25,000.2,000 for G3rV37,084 for G3rV3 for "Simultaneous 3-way Conf. Calls" Table N-1. Maximum System Parameters for Call Vecto...

Call Vectoring System Parameters N-2 Issue 4 Septem ber 1995 G3V3 System Parameters 1. The total of VDN, Station, and Login ID extensions cannot exceed 25,000.2,000 for G3rV37,084 for G3rV3 for "Simultaneous 3-way Conf. Calls" 2. Measured limits depend on the CMS release used. Table N-2. Max...

G3V4 System Parameters Issue 4 September 1995 N-3 G3V4 System Parameters 1. The total of VDN, Station, and Login ID extensions cannot exceed 25,000.2,000 for G3rV37,084 for G3rV3 for "Simultaneous 3-way Conf. Calls" 2. Measured limits depend on the CMS release used. Table N-3. Maximum System...

Issue 4 September 1995 GL-1 GL A ACD See Automatic Call Distribution. ACD split A MIA/DDC hunt group in a system where ACD has been optioned by the customer and where the hunt group has been administered as used for ACD. active call A call to a VDN that is still active in the switch or tandemed thro...

Glossary Issue 4 September 1995 GL-5 CONVERSANT A Voice Response Unit (VRU) produced b y AT&T that is prominently used with the Voic e Response Integration (VRI) feature. Converse Data Return code A feature access c ode administered on the DEFINITY switch. Whenever data is to be returned from CO...

Glossary GL-6 Issue 4 September 1995 dequeued average queue time The average time a call waits until it is answered by another split to which the call is also queued. This time is indicated in the CMS Split Summary report. dial-ahead digits The touch tone digits that are entered by the caller or ret...

Glossary Issue 4 September 1995 GL-7 Expert Agent Selection (EAS) An optional feature that provides a group of capab ilities including: assigning skills to VDNs and agents, defining hunt groups as skills, providing call distrib ution via matching skills, logical agents and dire ct agent calling from...

Glossary Issue 4 September 1995 GL-9 J K L LAI See Look-Ahead Interflow. latest VDN The VDN to which the c aller was most re cently routed. The latest VDN is not affe cte d b y VDN Override. LEC See Local Exchange Carrier (LEC). Local Exchange Carrier (LEC) A local phone c ompany. logical agent - lo...

Glossary GL-10 Issue 4 Septem ber 1995 Message Collection A call p rompting applic ation that gives the caller the option of not waiting (in queue, if vectoring is enabled) to be serviced by an agent, but rather of leaving a message for the agent or the agent's associate d s plit. Message Server Adj...

Glossary Issue 4 September 1995 GL-13 two switch configuration A LAI call setup that consists of two switches: sending switch and receiving switch. The vector(s) in the sending switch determine whether the call should be sent to the receivin g switch. The vectors in the receivin g switch determine w...

Issue 4 Se ptemb er 1995 IN-1 IN Index Symbols # sign , 5-17 , A-37 , A-38 dialed ahead digits , 5-17 # sign with digits , A-33 * symbol dial-ahead digits , A-33 dialed ahead digits , 5-17 * with digits , A-33 A a bb reviated dialing special c hara cters route-to , A-68 , A-70 ACD agent log in ID fo...