AT&T 555-230-520 User Manual
Table of Contents
555-230-520
Issue 4
September, 1995
DEFINITY Generic 3
Call Vectoring/Expert Agent
Selection (EAS) Guide
Graphics ©
Contents
Table of Contents i
1 About This Document 1-1
■ Feature Availability 1-1
■ What is Call Vectoring? 1-1
■ What is Expert Agent Selection (EA S)? 1-4
■ Call Vectoring Features 1-5
■ Contents and Organization of the Guide 1-6
■ Intended Audience and Use of the Guid e 1-6
■ References 1-7
2 Tutorial 2-1
■ Introduction 2-1
■ Entering the Vector On-Line 2-1
Procedures for Basic Screen Administration 2-2
Enhanced Vector Editing (G3V4 and later
releases) 2-5
■ Constructing a Vect or: One Approach 2-5
Phase 1: Queuing a Call to the Main Split 2-6
Phase 2: Providing Feedback and Delay
Announce m ent 2-7
Phase 3: Repeating Delay Announcement and
Feedback 2-9
Phase 4: Queuing a Call to a Backup Split 2-10
Phase 5: Checking the Queue Capacit y 2-11
Phase 6: Checking for Non-Business Hours 2-13
■ Benefits of Call Vect oring 2-15
Issue 4 Septem ber 1995 iii
Contents
3 Funda men tals of Call Vectoring 3-1
■ Introduction 3-1
■ Call Management 3-1
Call Flow 3-2
Caller Control 3-3
Call Queuing to Splits 3-3
Split Queue Priority Levels 3-4
Age n t Work Mod e 3-4
Callin g Party Feedbac k 3-5
Dialed Num ber I d entification Service (DNIS) 3-6
■ Vector Processing 3-7
Vector Directory Number 3-7
VDN Override 3-9
VDN in a Coverage Path 3-10
Service Observing VDNs 3-11
Vector Control Flow 3-11
Termination vs. Stopping 3-12
Programmin g Capabilities 3-12
Command Summary 3-13
Condition Testing with in the Com mands 3-14
4 Basic Call Vectoring 4-1
■ Introduction 4-1
■ Command Set 4-2
■ Functions and Examples 4-2
Providing Call Treatments 4-3
Announcements 4-3
Delay Announcements 4-4
Forced Announcements 4-4
Information Announcements 4-5
Delays with Audible Feedback 4-5
Multiple Audio or Music Sources 4-6
Busy Tone 4-7
iv Issue 4 Septem ber 1995
Contents
Disconnect 4-7
Voice R esponse Scripts 4-8
Routing Calls 4-10
Queuing Calls to ACD Splits 4-11
Multiple Split Queuing 4-11
Leaving Recorded Messages 4-13
Option with the VDN as the Coverage Point 4-14
Sending Calls to a Vector-Programmed Number 4-15
Interflow 4-15
Service Observing 4-16
Service Observing FAC Vector 4-17
Branching/Prog ramm ing 4-18
Uncondit i onal Branching 4-18
Conditional Branching 4-18
Stop pin g Vector Proce ssing 4-19
■ Vector Chainin g 4-20
5 Call Prompting 5-1
■ Introduction 5-1
■ Command Set 5-2
■ Touch-Tone Collection Requirements 5-2
■ Call Prompting Digit Entry 5-3
Removing Incorrect Digit Strings 5-4
Entering Variable-Len gth Dig it Strings 5-4
Entering Dial-Ahead Digits 5-5
■ Functions and Examples 5-5
Treating Digits as a Destination 5-6
Using Digits to Collect Branching Information 5-7
Vector Routing Tables 5-7
Using Digits to Selec t Opti o n s 5-10
Displaying Digits on the Agent’s Set 5-10
Passing Digits to an Adjunct 5-12
Creating Service Observing Vecto r s 5-13
Remote Access Service Observing Vector 5-13
Issue 4 Septe m b er 1995 v
Contents
User-Entered FAC and Extension 5-14
Preprogrammed FAC and Extension 5-14
■ Dial-Ahead Digits 5-14
■ ASAI-Requested Digit Collection 5-18
■ ASAI-Provided Dial-Ahead Digits 5-19
6 Advanced Vector Routing 6-1
■ Introduction 6-1
■ Command Set 6-1
■ Expected Wait Time (EWT) 6-2
EWT for a Split 6-2
EWT for a Call 6-3
Passing EWT to a VRU 6-3
The EWT Alg orit hm 6-4
When to Use Wait Time Predictions 6-4
Examples 6-5
Example 1 — EWT Routing and Passing Wait
to a VRU 6-5
Example 2 — Notifying Callers of Wait Time
Without a VRU 6-6
Example 3 — Using EWT to Route to the
Best Split 6-8
Factors that Effect the Value of EWT 6-9
Fact o rs that Cause EWT for a Split Priority Level
to Increase 6-9
Fact o rs that Cause EWT for a Split Priority Level
to Decrease 6-9
■ Rolling Average Speed of Answer (ASA) 6-10
Rolling ASA Split Calculation 6-10
Rolling ASA VDN Calculation 6-11
Rolling ASA Considerations 6-11
Exampl e 6-11
■ VDN Calls 6-12
Counted Calls 6-13
Exampl e 6-13
vi Issue 4 Sep tem ber 1995
Contents
7 ANI and II-Digits Routing 7-1
■ Introduction 7-1
■ Command Set 7-1
■ ANI Routing 7-1
ANI Routing Example 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 8-1
■ Functions and Examples 8-2
Two Swit ch C o nfig urat ion 8-3
Sending Switch Operation 8-3
Receiving Switch Operation 8-4
Tandem Switch Configuration 8-9
Sending Switch Operation 8-10
Tandem Switch Op erati on 8-10
Far End Swit ch Operation 8-11
DNIS and VDN Override in an LAI Environment 8-11
Answering Agent’s Display 8-11
Originator’s Display 8-12
Look-Ahead Interflow with AT&T Network
Alternate Destination Red irect ion (ADR) 8-13
9 Adjunct Rout in g 9-1
■ Introduction 9-1
■ Functions an d Examples 9-1
Sending the C al l Route Request 9-2
Effects of ASAI Link Failure on Vector Processing 9-3
Awaitin g the Response to the Call Route Request 9-5
Issue 4 September 1995 vii
Contents
Receiving and Implementing 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 b ase Lo okup 10-5
Direct Agent Calling 10-5
■ Functions and Examples 10-5
Administering Skills 10-5
VDN Skills 10-7
Vector Directory Number (VDN) Form 10-10
Call Vector Form 10-11
Agent Skills 10-11
Delivering the Call to the Skill Queue 10-13
Proced ure Using Call Prompting 10-14
Super Agent Pool 10-15
Routing the Call to an Agent 10-18
Delivery from a Skill Hunt Grou p 10-18
ACD Login ID Dialin g 10-22
■ Interactions Involving EAS 10-25
Feature Interaction s 10-25
Abbreviated Dialing 10-25
Administration Without Hardware 10-25
Agents in Mu lti p l e Splits Featu r e 10-25
Agent Work Modes 10-26
Assist 10-26
Audible Message Wa iting 10-26
Auto-Availabl e Skills 10-26
Automatic Answering with Zip Tone 10-27
Basic CMS 10-27
Bridging 10-27
Call Coverage 10-27
viii Issue 4 Septem ber 1995
Contents
Call Forwarding 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 Calling 10-28
Displays—Voice Terminal 10-28
Look-Ahead Interflow 10-29
Multiple Split Queuing 10-29
OCM/EAS 10-29
Commands for OCM Predictive Calls 10-30
Queue Status Indications 10-30
Service Observing 10-30
Remote Service Observing 10-31
SMDR/CDR 10-31
VDN Override 10-31
Work Mode Buttons 10-31
Adjunct Interactions 10-31
ASAI 10-31
Call Control 10-31
Feature Requests 10-32
Multiple Monitors 10-33
Value Queries 10-33
Event No tifica ti on 10-33
Adjunct-Controlled Skills 10-33
AUDIX 10-34
CMS (R3V2 and later releases) 10-34
Speech-Processing Adjuncts 10-34
■ EAS Agent LoginID Table 10-35
■ Upgrading to a G3 EAS Environment 10-38
11 C all Ve ctoring Applicat ions 11-1
■ Introduction 11-1
■ Customer Service Center 11-2
■ Automated A tt endant 11-4
■ DIVA and Data/Messag e Collection 11-5
Issue 4 September 1995 ix
Contents
■ Distributed Call Centers 11-8
■ Help Desk 11-10
■ Insurance Agency/S ervice A gency 11-11
■ Warranty Service (with EAS) 11-15
■ Resort Reservation Service (with EAS) 11-20
Placing the Reservation 11-20
Specific Number Dialing 11-20
General Number Dialing 11-21
Call-Back Provisions 11-22
■ Vector Exercises 11-23
Exercise 1: Emergency and Routine Service 11-24
Exercise 2: Late Caller Treatment 11-26
Exercise 3: Messaging Opt ion 11-28
A Call Vectoring Commands A-1
■ Introduction A-1
■ Command Description/Reference A-2
■ Command / Option Summary A-3
■ Command Job Aid A-5
■ Command Directory A-14
A Adjunct Routing Command A-15
Purp ose A-15
Synta x A-1 5
Valid Entries A-15
Requirements A-15
Exampl e A-1 5
Op erat ion A-1 5
Answer Supervision Conside rations A-18
Feature Interaction s A-19
CMS Interactions A-19
x Issue 4 Septemb e r 1995
Contents
BCMS Interactions A-21
Announcement Com m and A-22
Purp ose A-22
Synta x A-2 2
Valid Entries A-22
Requirements A-22
Exampl e A-2 2
Op erat ion A-2 2
Answer Supervision Conside rations A-23
Feature Interaction s A-23
BCMS/CMS Interactions A-23
Busy Command A-24
Purp ose A-24
Synta x A-2 4
Requirements A-24
Op erat ion A-2 4
Answer Supervision Conside rations A-24
Feature Interaction s A-24
CMS Interactions A-25
BCMS Interactions A-25
Check-Backup Command A-26
Purp ose A-26
Synta x A-2 6
Valid Entries A-26
Requirements A-27
Examples A-2 7
Op erat ion A-2 7
Answer Supervision Conside rations A-28
Feature Interaction s A-28
CMS Interactions A-29
BCMS Interactions A-30
Collec t Digits Comm and A-31
Purp ose A-31
Synta x A-3 1
Valid Entries A-31
Issue 4 September 1995 xi
Contents
Requirements A-31
Exampl e A-3 1
Op erat ion A-3 1
Answer Supervision Conside rations A-34
Feature Interaction s A-34
CMS Interactions A-34
Converse-on Command A-35
Purp ose A-35
Synta x A-3 5
Valid Entries A-35
Requirements A-35
Examples A-3 5
Op erat ion A-3 6
Answer Supervision Conside rations A-39
Feature Interaction s A-39
CMS Interactions A-45
BCMS Interactions A-45
Disconnect Command A-46
Purp ose A-46
Synta x A-4 6
Valid Entries A-46
Requirements A-46
Exampl e A-4 6
Op erat ion A-4 6
Answer Supervision Conside rations A-46
Feature Interaction s A-47
CMS Interactions A-47
BCMS Interactions A-47
Goto Step Command A-48
Purp ose A-48
Syntax A-48
Conditions = available-agent, staffed-agents: A-48
Conditions = calls-queued, oldest call-wait: A-48
Condition = rolling-asa: A-48
Condition = counted-calls : A-49
Condition = expected-wait: A-49
xii Issue 4 Sept e m b er 1995
Contents
Valid Entries A-49
Requirements A-51
Examples A-5 1
Op erat ion A-5 2
Answer Supervision Conside rations A-53
Feature Interaction s A-53
CMS Interactions A-53
Goto Vec tor Com ma n d A-54
Purp ose A-54
Syntax A-54
Conditions = available-agent, staffed-agents: A-54
Conditions = calls-queued, oldest call-wait: A-54
Condition = rolling-asa: A-55
Condition = counted-calls : A-55
Condition = expected-wait: A-55
Valid Entries A-55
Examples A-5 7
Op erat ion A-5 8
Answer Supervision Conside rations A-59
Feature Interaction s A-59
CMS Interactions A-59
Messaging Command A-60
Purp ose A-60
Synta x A-6 0
Valid Entries A-60
Requirements A-60
Exampl e A-6 0
Op erat ion A-6 0
Answer Supervision Conside rations A-61
Feature Interaction s A-61
CMS Interactions A-62
BCMS Interactions A-63
Queue-to Main Com mand A-64
Purp ose A-64
Synta x A-6 4
Valid Entries A-64
Issue 4 September 1995 xiii
Contents
Requirements A-64
Exampl e A-6 4
Op erat ion A-6 4
Answer Supervision Conside rations A-65
Feature Interaction s A-65
CMS Interactions A-66
BCMS Interactions A-67
Route-to Comma nd A-68
Purp ose A-68
Synta x A-6 8
Valid Entries A-68
Requirements A-68
Example A-68
Op eration A-69
Coverage A-71
Answer Supervision Conside rations A-71
Feature Interact ion s A-71
CMS Interactions A-73
BCMS Interactions A-75
Stop Command A-76
Purp ose A-76
Synta x A-7 6
Requirements A-76
Op erat ion A-7 6
Answer Supervision Conside rations A-76
Feature Interaction s A-76
CMS Interactions A-77
Wait-time Comm a nd A-78
Purp ose A-78
Synta x A-7 8
Multiple Audio/Music Sources Syntax
(G 3V4 an d later releases): A-78
Valid Entries A-78
Requirements A-79
Exampl e A-7 9
xiv Issue 4 Sept em ber 1995
Contents
Op erat ion A-7 9
Answer Supervision Conside rations A-79
Feature Interaction s A-80
CMS Interactions A-80
A ■ Criteria for Success/Failure of Call
Vectoring Commands A-81
B Call Vectoring Management B-1
■ Introduction B-1
■ Impl eme ntation Requirem ents for the
Call Vectoring Fe atures B-1
■ Enabling the Vector Disconnect Timer B-7
■ Upgrading to a Call Vectoring Environment B-7
■ Changing and Testing the Vector B-7
C Conside rati ons fo r the Call Vectori ng Features C-1
■ Introduction C-1
■ Basic C all Vectoring Considerations C-1
■ Call Prompting Considerations C-2
■ Look-Ahead Interflow Considerations C-3
■ Adjunct Routing Considerations C-4
■ VDN Return Destination Considerations C-5
User Scenario — Remote Access with Host
Pr ovided Security C-6
User Scenario — Saving in Trunk Facilities
Between Call Center s C-8
Issue 4 September 1995 xv
Contents
D Troubleshooting Vectors D-1
■ Introduction D-1
■ Unexpected Feature Operat ions D-1
■ Unexpected Command Operations D-3
■ Converse Comman d De bugging D-9
■ Tracking Unexpected Vector Events D-12
Display Events Form D-12
Display Events Report D-13
Summary of Vector Events D-14
E Functional Differences for G2 and G3
Call Vectoring and EAS E-1
■ Introduction E-1
■ Differences in Command Function E-1
Queue-to Main Sp lit and Check-Backup Split E- 2
Goto Step and Goto Vector E-4
Route-to Numbe r E-5
Announce m ent E-6
Wait-time E-7
Busy E-7
■ General Call Vectoring Functional Differences E-8
■ Differences in Defining/Interpreting Split Flows E-10
R3 CMS Standards E-11
R2 CMS Standard s E-11
■ Differences Between G2 and G3r EAS E-12
F Interactions Bet ween Call Vecto ring/ EAS and
BCMS/CMS F-1
■ Introduction F-1
■ BCMS/CMS Tracking in a Call Vectoring Environment F-2
Defining and Interpretin g Call Flows F-2
xvi Issue 4 Sept em ber 1995
Contents
Answered and Abandons F- 2
Busies and Disconnects 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
Examp le s o f Split Flow Tracking F-7
Evaluating Split Performance F-12
■ Using BCMS/CMS Reports to Eval uate
Call Vectoring Activity F-14
CMS Reports F-14
BCM S Rep o rts F-15
■ Using CMS in an EAS Environment F-16
Tracking Entities F-16
Agents and their Skills F-16
Direct Agent Calls F-16
Non-ACD Calls F-17
VDN Skill Preferences F-17
G Operation Details for the Route-to Command G-1
■ Introduction G-1
H Detailed Call Flow for Converse—VRI Calls H-1
■ Introduction H-1
■ Converse Call Plac e ment H-2
■ Data Passing H-3
■ VRU Data Collection H-6
■ Script Execution H-7
■ Data Return H-7
Issue 4 Septem ber 1995 xvii
Contents
■ Script Completion H-9
■ DEFINI TY Swit ch D a ta C ollection H-10
I Security Issues I-1
■ Introduction I-1
■ Remote Access I-1
Front-Ending Remote Access I-2
Replacing Remote Access I-2
■ EAS I-3
■ Vector Initiate d Service Observing Secu rity I-3
J Setti ng Up a Call Center J-1
■ Introduction J-1
■ Call Vectoring/Non-EAS Option J-2
■ Call Vectoring/G3 EAS Option J-10
K Converting a Call Center to EAS K-1
■ Introduction K-1
■ Step 1: Pre-EAS Cutover
Adm ini st rat ion for the G3V2 (or later)
Switch K-2
■ Step 2: Pre-EAS Cutover Adm ini strat ion fo r CMS K-6
■ Ste p 3: Pre-EAS Cutover Ad m ini strat ion for AUDIX K-6
■ Step 4: Pre-EAS Cutover
Adm ini st rat ion for Me s saging Server K-7
■ Step 5: Pre-EAS Cutover Adm ini strat ion fo r ASAI K-7
■ Step 6: EAS Cutover K-7
xviii Issue 4 Septemb e r 1995
Contents
L V4 Feature Avai lab ili ty L-1
M Improving Performance M-1
■ Introduction M-1
■ Looping Examples M-3
Audible Feedback 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 of Vector Comman d s M-11
N Call Vectoring System Parameters N-1
■ G3iV1.1 and G3V 2 System Parameters N-1
■ G3V3 System Parameters N-2
■ G3V4 System Paramet er s N- 3
GL Glossary GL-1
IN Index IN-1
Issue 4 September 1995 xix
About This Document
Feature Availability
Call Vectorin g is available with all Generic 3 releases. Many of the features
discussed i n this manual are only available with later releases of the DEFINITY
switch. Some are optional features and mu st b e purchased separately. See
App endix L for informa tion a bout the availability of Ca l l Vectoring features.
1
What is Call Vectoring?
NOTE:
Sample vectors are provided throughout this manual. These vectors are
designed to il l ustrate vectoring features and capabilities. Because they are
simplified to clearly demonstrate specific features, they are not co mplete
and shoul d not be use d without mo d ification at your call center.
Call Vecto ri ng p rovides DEFINITY Generic 3 users with a highly flexible
ap proach for managing incoming call traffic to the DEFINITY Ge neric 3 switch.
By using a series o f user-defined commands, you can direct or route internal and
network calls as desired and thereby determine how these ca l ls are processed.
Calls can be d irected to on- or off-network d estinations, to Auto matic Call
Distribu tion (ACD) ag ents, or to various treatmen ts.C all Vectorin g also can be
used in conjunction with CallVisor ASAI.
Issue 4 September 1995 1-1
About This Document
Call Vectoring works hand in hand with and, more imp o rtant ly, enhances
traditional ACD call processing, which may be illustrated as follows:
TRUNK GROUP
I
N
C
DNIS1 DIGITS
O
M
I
INTERNAL ST ATION
N
G
C
TRUNK GROUP
A
L
L
DID
2
DIGITS
S
N
O
N
P
R
I
O
R
I
T
Y
P
R
I
O
R
I
T
Y
1. Dialed Number I dentification Service
2. Direct Inward Dialing
Figure 1-1. Traditional ACD Call Processing
As Figure 1-1 illustrates, the traditional ACD approach is ra ther limited in the way
it handles queued call s (that is, all c alls wit hin a s p ecific queue receive identical
announcements, intraflow parameters, etc.). Call Vectoring, on the other hand, is
flexible in that i t permits unique treatments for each call according to a number of
factors, including the number the cal ler d ials, the number the caller calls from,
the numb er of calls in queue, and the time of day and/or day of the week. This
even applies to all c a lls that are ultimat ely handled by the same agent group.
ACD SPLIT
CALL QUEUE
IDENTICAL
CALL TREATMENTS
FOR:
Time of Day
Announcements
Intraflow
Interflow
A
C
D
A
G
E
N
T
S
Call Vectoring is comprised of three basic components, including:
■ Vector Directory Numbers
■ Vectors
■ Vector c o m ma n ds
1-2 Issue 4 Sep t e m b er 1995
What is Call Vectoring?
Working together, these components direct incoming and ASAI event reports
and requests to the d esired answerin g destinations, and they specify how each
call is to be processed. Call Vectoring may be illustrated as follows:
TRUNK GROUP 1
TRUNK GROUP 2
VDN3 1
VECTOR 1
VRU1 TRANSFER
DNIS2 DIGITS
INTERNAL CALL
VDN 2
VDN 3
VDN 4
VDN 5
VECTOR 2
1. Voice Response Unit
2. Diale d Num ber I d enti fication Service
3. Vector Directory Number
Figure 1-2. Call Vectorin g
As Figure 1-2 illust ra tes, an incoming c al l to the DEFINITY G3 swit c h wit h Call
Vectoring enabled is first directed to a Vector Directory Number (VDN). A VDN is
an internal telephone number that, in turn, directs the call to a speci fic call vector .
The VDN represents the cal l type or category (for example, billing, customer
service, etc.), and thus, it defines the service desired by the caller. Multiple VD Ns
may point to the same or to d ifferent vectors, depending upon whether the
relevant calls are to receive the same or different treatm ent.
The vector, which is the heart of Call Vectoring, is a set of commands that d e fine
the processing of a call. The type of processing that a call receives depends
upon the commands included within the vector. For example, a call can be
queued and then routed to another destination.
Issue 4 September 1995
1-3
About This Document
Here’s an examp le of a vector:
1. goto step 3 if calls-queued in split 9 pri l < 20
2. busy
3. queue-to main split 9 pri l
4. wait-time 12 seconds hearing ringback
5. announcement 2921 (“-----“)
6. wait-time 998 seconds hearing music
Figure 1-3. Vector Example
Each individual vector can contai n up to 32 co m m and steps or instructions.
Multiple vectors can be chained together to extend processing capabilities or to
process calls to the same or dif ferent answerin g destinations. Any number of
calls can use the same multip le vectors and process steps i n d ependently.
Understanding and p lanning your Call Center before you begin writing vectors is
important. A planning gu i d e is p rovided in Appendix J.
What is Expert Agent Selection (EAS)?
Expert Agent Selection (EAS) is a feature that allows Call Center managers to
provide the best possible telephone service to the caller by matching the needs
of the c aller wit h the Skills or talents of the agents. Caller needs and agent Skills
are matched via Call Vectoring. All the Call Vectoring features described in this
guide can be used with EAS.
Matching the call to an agent with the a p propria te S ki lls reduces transfers and
call-holding time. Accordingly, customer satisfaction is increased. Also, since an
entire agent group need not be trained at the same time for the same Skills,
employee satisfaction is increased.
In addit ion to mat c h i n g the Skills required for a call to an agent with one of these
Skills, EAS provides other capabilities, as follows:
■ Logical Agent associates hardware (voice terminal) with an a g e nt only
when the ag ent is lo g ged in. While the age nt is logged in, calls to the
Agent LoginID are directed to the agent.
■ Direct Age nt Calling allows a user to call a particular agent and h ave the
call treated as an ACD call.
Most EAS administration can be completed prior to enabling EAS . This minimizes
the down time fo r u p grading to EAS. EAS is describe d in Chapter 10.
1-4 Issue 4 Sep t e m b er 1995
Call Vectoring Features
Call Vectoring Features
Call Vectorin g provides the following features:
■ Basic Call Vectoring allows you to “program” the type of processing that
is given to a telephone call. You program by arranging a set of vector
commands in the desired sequence. Depending upon the command, you
can do the following:
— Place the call in queue until an ag ent is available to answe r the c all.
— Provide a recorded information or delay announcement to the
caller.
— Allow the caller to leave a recorded message.
— Access a Voice Response Unit (VRU) so that a script can be
started.
■ Call Prompting allows you to collect digits and give some call cont rol to
the ca ller. Specifically, this feature allo ws the caller using a touch-tone or
an internal rotary ph o ne to enter digits that are subsequently processed
by the vector. A mo n g oth er tasks, Call Prompting allows the c a ller to d o
the following:
— Select one or more options from a menu in order to access
recorded infor ma t io n provided by the call cente r o r be routed to the
correct split or agent.
— Enter an extension to which a call can be routed .
— Provide the call center with caller entered data (such as a credit
card number) that the center can use to process the call. This data
also can be disp layed on the agent’s voice terminal.
■ Advanced Vector Routing allows you to route c al l s b ased on three
additional c o n d i t ions:
— Rolling Average Speed of Answer for a split, skill, or VDN.
— Expected Wait Time for a split (skill) or for a call.
— The number of calls that are active in a sp ecified VDN
■ ANI/II Digits R o utin g allows you to route calls based on:
— The caller identity (ANI) or,
— The t yp e of line where t h e c all was origin ated (II-digits).
■ Look-Ahead I nterfl ow all ows t he call center to intell i g e ntl y off-loa d some
or all calls to another ACD switch . When this feature is enabled, a call
arriving at a vector that is unable to handle the call (due to preset limits)
can interflow to a switch in a remote location whenever the latter switch is
able to receive the call. By using this feature, you can establish a “load
balancing” of calls among multiple locations.
Issue 4 September 1995
1-5
About This Document
To use Look-Ahe a d Interf low, Basic Call Vectoring and Integrated
Services Dig it al Network-Primary Rate Interface (ISDN-PRI) must be
enabled. Private Network Access (PNA) software may also be re q uired .
■ Adjunct Routing provides you with a means of evaluating calls before the
calls are processed. Sp ecifical ly, th is feat ure allows a DEFINI TY PBX to
request instructions from an associated adjunct, which is a processor that
performs one or more tasks for another processor (the switch , in this
case). The adjunct makes a routing decision according to agent
availability and/or caller information sent by the switch, and it returns the
routing response to the switch. By using this featu re , the call center
ensures that each call is delivered to the ap propriate destinat ion.
To use Adjunct Routing, Adjunct Switch Applications Interface (ASAI)
capabilities and Basic Call Vectoring must be enabled. Adjunct Rou ting
can also be used in conjunction with Call Prompting and Look-Ahead
Interflow.
Contents and Organization of the Guide
The
DEFINI TY Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guid e,
555-230-520 discusses all facets of Call Vectoring a nd EAS.
The gu id e is o rganized as follows:
■ Overview (Chapter 1)
■ Tutorial (Chapter 2)
■ Reference (Ch a pters 3 through 11, Appendices A through N)
■ Glossary
■ Index
The gu id e first concentrates on illustrating Call Vectoring principles (Chapters 1
through 9 ). Chapter 10 presents a thorough discussion of EAS, which builds on
Call Vectoring. Chapter 11 presents s ev eral Call V ectoring and EAS applications.
Finally, the appendices, Glossary, and Index provide information and references
to both Call Vec t oring a n d EAS top ics.
Intended Audience and Use of the Guide
The gu id e is i nt ended primarily for personnel who opt to use Call Vectoring
and/or E AS. You should use this guide as an information source for impleme nting
Call Vectoring and/or EAS. A knowledge of Automatic Call Distribut ion (ACD) is
assumed.
1-6 Issue 4 Sep t e m b er 1995
References
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 to learn more a b out Call Vect oring should review
Chapters 3 through 11 in order to get a good grasp of how the Call Vectoring
features function. Finally, advanced users of Call Vectoring and/ or EAS may only
find it necessary to periodically reference a specific a ppendix or two (such as
App endix A, which contains a set of Call Vectoring/EAS command “ m anual
page s”) to get the information needed.
Users who want to set up a Call Center (EAS an d non-EAS) should read
App endix J, and users who want to c o nvert a Call Cent er to EAS should read
App endix K.
References
The p ublications listed in this section should b e used to supplement the
information presente d in this guide:
■
DEFINI TY Communications System G eneric 3 Feature Description
555-230-204
,
■
DEFINI TY Communications System G eneric 3 CallVisor ASAI Technical
Reference
■
DEFINITY Communications System Ge n eric 3 Version 4 Imp l e men tation
, 555-230-220
555-230-655 or
DEFINI TY Communications System G eneric 3 V2/V3 Implementation
555-230-653
■
DEFINI TY Communications System G eneric 3 Basic Call Management
System (BCMS)
■
CentreVu™ Call Management Syst em Release 3 Version 4 Admini strat ion,
, 555-230-704
585-215-800
CentreVu™ Call Management Syste m Release 3 Version 4 Repo rts,
585-215-801
(or pre vious version CMS doc u m entatio n that c ame with your system)
■
GBCS Produc t s Security Handb o ok
, 555-025-600.
,
,
Issue 4 September 1995
1-7
Tutorial
NOTE:
Introduction
This chapter is intended to provide you with a ‘‘practical start’’ in using Call
Vectoring. To this end, the chapter presents the b asics you need to write a
representative vector an d to enter it on-line. The last section of the c hapter
summarizes the benefits o f C a ll Vectoring, and it identifies example vectors in the
reference section of the guide that illustrate these benefits.
2
Entering the Vector On-Line
A vector can be entered on-line via the following two methods:
■ Basic Screen Administration (on the Manager I or G3-MA)
■ Call Management System ( C M S)
All references to CMS in this manual, unless otherwise noted , refer to CMS
Release 2, CMS Release 3 through Versio n 2 or CenterVu
The followin g section discusses the Basic Screen Administration method for
entering a vector on-line at your DEFI NI TY sy st em . For co m p let e de t ails fo r
creating a vector with CMS, consult the
Release 3 Version 4 Administ ra tio n,
CMS documents that you received with your system).
™
CMS.
CentreVu™ Call Management System
585-215-800, document (or earlier version
Issue 4 September 1995 2-1
Tutorial
Procedures for Basic Screen Admi nistrati on
Basic Screen Administration is a function of the DEFINITY Communications
System. A vector is entered on-line via Basic S creen Ad ministration by
com p letin g t he Call Vec tor Form. This form appears o n three screens, as follows:
Page 1 of 3
CALL VECTOR
Number: 20 Name:________________
Basic?y EAS?n G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n LAI?n G3V4 Adv Route?n
01 _______________
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________
Figure 2-1. Call Vector Form
2-2 Issue 4 September 1995
Entering the Vector On-Line
Page 2 of 3
CALL VECTOR
12 _______________
13 _______________
14 _______________
15 _______________
16 _______________
17 _______________
18 _______________
19 _______________
20 _______________
21 _______________
22 _______________
Figure 2-2. Call Vector Form (Page 2 of 3)
Page 3 of 3
CALL VECTOR
23 _______________
24 _______________
25 _______________
26 _______________
27 _______________
28 _______________
29 _______________
30 _______________
31 _______________
32 _______________
Figure 2-3. Call Vector Form (Page 3 of 3)
Issue 4 Septemb er 1995
2-3
Tutorial
The fol lowing list summa rizes how you can enter a vector on-line via Basic
Screen Adm in istrat ion. For complete d et ails on this process, consult
Communications System Gen eric 3 Version 4 Imp l e men tation,
DEFINI TY Communications System G eneric 3 V2/V3 Implementation,
555-230-653.
1. Access the Call Vector Form b y executing the “change vector x”
x
command, where
PBP, G3vs PBP], or 1 and 512 [G3r]. Use the “change vector” c o mmand
either to change an existing vector, or to create a new vector.
If you are not certai n of the num ber or name of a v ec tor, enter th e “ list
vector” command to view a comp lete list of all vectors that have been
administered for your syste m.
2. Ass i g n a name to your vector by comp leting the blank next to Name. The
vector name can contain up to 15 alphanumeric characters.
NOTE:
The vector number, which a p pears next to Number, is automatically
assigned by the sy stem.
is a number between 1 and 256 [G3i], 1 and 48 [G3s
DEFINITY
555-230-655
or
3. Look at the next fields and note where a
indicate the Call Vectoring features and corresponding com mands you
can use. (The Call Vectoring features are optioned from the Custome r
Options Screen.) On the other hand, if an
you cannot use the corresponding feature. A y in one of the fields
indicates the following.
Basic You can use the Basic Call Vectoring com mands. See Chapter
4, "Basic Call Vectoring".
EAS Expert Agent Selection is enabled. See Chapter 10, "Exp ert
Agent Selection" .
G3V4
Enhanced
ANI/II-Digit s You can use the ANI and II-Dig i t s Vect or Routin g c omm and s.
ASAI Routi n g You can use the Adjunct Routing command. See Chapter 9,
Prompting You can use the Call Prompting c ommands. See Chapter 5,
You can use the G3V4 Enhanced Vector Routing commands
and features. See Appendix L, "V4 Feature Availab ilit y " for an
explanation of which features are included with G3V4
Enhanced Vector Routing .
See Chapter 7 , "ANI a nd II-Digits R outing". ANI/II-Digits Routing
requires G3V4 Enhanced Vector Routing.
" Adjunct Routing".
" Call Prompting".
y (yes)
n
appears. These fields
appears in one of these fields,
LAI Look-Ahead Interflow is enabled. See Chapter 8, "Look-Ahead
Interflow".
G3V4 Adv
Route
You can use the G3V4 Advanced Vecto r Rou ting command s.
See Chapter 6, "A d vanced Vector Routing".
2-4 Issue 4 September 1995
Constructing a Vector: One App roach
NOTE:
4. Enter a maximum of 32 v ec tor c ommands in the blanks next to the step
numbers. See Appendix A for a complete descrip t ion of all Call Vect oring
commands.
You need not type every letter of each command that you enter. If
you type just the first few letters of a comma n d a nd p ress RET URN
or TAB, the system s p ells out the entir e co mmand .
5. Save the vect or in the system by p ressing ENTER.
Enhanced Vector Editing (G3V4 and later releases)
Enhanced Vector Editing allows you to insert and d elet e vector steps while
editing a vector on the switch .
To insert a vector step complete the following procedure:
1. On the vector form, press F6 (edit)
2. At the command line, type “i” followed by a s p ace a n d the number of the
step you would like to ad d. Enter the comm a n d .
3. Type the new vector ste p
When a new vector step is inserted, the system automatic ally renum b ers al l
goto
succeeding s teps and renumbers
To delete a vector step complete the following procedure:
1. On the vector form, press F6 (edit)
2. At the command line, type “d” followed by a space and the number of the
step you would like to d e let e. Enter the com m a n d .
When a vector step is deleted, the system automatically renumbers all
succeeding s teps and renumbers
NOTE:
After editing a vector, be certain to verify that the vector will work as you
intend it to. This is partic ularly im portant if you d elet e d a step that was the
goto
target of a
step.
step references as necessary.
goto
step references as necessary.
Constructing a Vector: One Approach
This section is intended to provide you with one logical approach to constructing
a vector. In so doing, the section presents a starti n g vector that consists of one
step and then builds upon this vector to produce a new vector that provides
additional functions. This ‘‘vector building’’ process continues through several
Issue 4 Septemb er 1995
2-5
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