AT&T Definity - Enterprise R 8-2 call vectoring-expert - agent selection

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DEFINITY

Enterprise Communications Server

Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

555-230-521 Comcode 108596545 Issue 4 December 1999

Notice

Every effort was made to ensure that the informa tion in thi s book was complete and accurate at the time of printing. However, information is subject to change.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your tel ec ommunications system by an unauthorized party, for example, persons other than your com-

pany’s employees, agents, subcontractors, or persons working on your company’ s beh alf. Not e t hat t her e ma y be a ris k of toll f rau d ass oci at ed with your telecommunications system and, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.

You and your system manager are responsible for the security of your system, such as programming and confi guring your equipment to prevent unauthorized use. The system manager is also responsibl e for reading all installation, instruc tion, and system administration doc uments provided with this pro duct in order to fully understand th e fe atures that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune fro m or will prevent unauthorized use of common-carrier telecommun ic ation services or facili ti es accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use.

Lucent Technologies Fraud I n tervention

If you suspect that you are being victimized by toll fraud and you need technical support or assistan ce , c al l Technical Service Cen ter Toll Fraud Intervention Hotline at 1 800 643-2353.

Federal Communica tions Commissi on S ta tement

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Part 68: Answer-Supervision Signaling. Allowing this equipment to be operated in a manner th at does not provide proper answer-super visi on signaling is in violation of Part 68 R ules. Thi s equ ipm e nt ret urns answer-supervision signals to the public switched netw ork whe n: Answered by the called station Answered by the attendant Routed to a recorded announcement that can be ad mi ni ste red by the CPE user This equipment returns answer-supervision signals on all DID calls forwarded back to the publi c swi tched telephone network. Permissible exceptions in cl ude when a call is un answered, a busy tone is received, and a reorder tone is received

Canadian Department of Communications (DOC) Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications.

Le Présent Appareil Nom

dépassant les limites applicables aux appareils numériques de la class A préscrites dans le reglement sur le brouillage radioélectrique édicté par le ministére des Communications du Canada.

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The “CE” mark affixed to the DEFIN ITY® equipment described in this book indicates that the e quipment conforms to the foll ow i ng European Union (EU) Directives: Electromagneti c Compatibility (89 /3 36/EEC) Low Voltage (73/23/EEC) Telecommunicat io ns Ter m inal Equipment ( TTE) i- CTR3 BRI and i-CTR4 PRI For more information on standards compliance, contact your local distributor.

Trademarks

See the Preface o f th is docume nt f or a list of appl icab le tr ade mark s and registered trademarks.

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Write: Lucent Technologies BCS Publications Center

P.O. Box 4100 Crawfordville, IN 47933

Order: Document No. 555-230-521

Comcode 10859654 5

Issue 4, December 1999 You can be placed on a Standing Order list for this and other documents you may need. Standing order will enable you to automatically receive updated versio ns of ind iv idual documents or document sets, billed to account informati on t hat you provide. For more informat ion on standing orders, or to be put on a list to rece iv e fut ure issues of this document, contact the Lucent Technologies Publications Center.

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Lucent Technologies provides a telephone number for you to use to report problems or to ask questions about your call center. The support telephone number is 1-800-242-2121. For technical support, customers outside the United States should call their Lucent Technologies Representative or Distributor.

European Union Declaration of Conformity

Lucent Technologies Business Communications Systems declares that the equipment specified in th is document conforms to the referenced European Union (EU) Directives and Harmonized Standards listed below: EMC Directive89 /336/EEC Low Voltage Directive73/ 23/EEC

The “CE” mark affixed to the equipment

means that it conforms to t he above

Directives.

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Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds, and delivers a wide range of public and private networks, communication syst ems and software, consumer and business telephone systems, and micro electronics components. The world-renowned Bell Laboratories is the research and development arm for the compan y.

Comments

To comment on this document, re turn the comment ca rd at the front of the document.

Acknowledgment

This document was prepared by Gl oba l L earning Solutions, Lucent Technologies, Denver, CO.

érique n’é

met pas de bruits radioélectriques

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Contents

Contents iii

Preface — About this Document xvii

■ Contents and Organization of the Guide xvii

■ Intended Audience and Use of the Guide xx

■ Conventions Used in this Document xx

■ Trademarks xx

■ Related Documents xxi

Administration Documents xxi Installation, Upgrades, and Maintenance

Documents xxii Call Center Documents xxiv End Users xxv

■ How to Get Help xxv

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■ How to Make Comments About

this Document xxvi

1 Call Vectoring and Expert Agent

Selection Overview and Exercises 1-1

■ Introduction 1-1

Exercises to test your knowledge of Call Vectoring and EAS Basics 1-2

■ What is Call Vectoring? 1-3

■ Call Vectoring Features 1-6

■ Benefits of Call Vectoring 1-8

■ EAS Basics 1-10

Skill-Related (EAS) Terms 1-10 Benefits of the EAS Feature 1-11 DEFINITY ECS/switch EAS Summary of

Capabilities 1-13

■ Exercise A — Call Vectoring Basics 1-15

■ Evaluation of Exercise A — Call Vectoring Basics 1-16

■ Exercise B — Call Vectoring Commands 1-17

■ Evaluation of Exercise B — Call Vectoring Commands 1-18

■ Exercise C — Call Vectoring Commands 1-19

■ Evaluation of Exercise C — Call Vectoring Commands 1-20

■ Exercise D — Call Vectoring with Other Features 1-21

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■ Evaluation of Exercise D —

Call Vectoring with Other Features 1-22

■ Exercise E: Call Vectoring Benefits and Applications 1-23

■ Evaluation of Exercise E: Call

Vectoring Benefits and Applications 1-24

■ Exercise F — EAS (Expert Agent

Selection) with DEFINITY ECS/switch 1-25

■ Evaluation of Exercise F —

EAS with DEFINITY ECS/switch 1-26

2 Creating and Editing Call Vectors —

The Basics 2-1

■ Introduction 2-1

■ Methods for Entering a Vector On-Line 2-1

■ Call Vector Form — Basic Screen Administration 2-2

■ Inserting a Vector Step 2-5

■ Deleting a Vector Step 2-6

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■ How to Create and Construct a Vector 2-6

Step 1: Queuing a Call to the Main Split 2-7 Step 2: Providing Feedback and

Delay Announcement 2-8 Step 3: Repeating Delay Announcement

and Feedback 2-10 Step 4: Queuing a Call to a Backup Split 2-11 Step 5: Checking the Queue Capacity 2-12 Step 6: Checking for Non-Business Hours 2-13

3 Call Vectoring Fundamentals 3-1

■ Introduction 3-1

■ Call Management 3-1

Call Flow 3-2 Caller Control 3-3 Call Queuing to Splits 3-4 Agent Work Mode 3-5 Calling Party Feedback 3-6 Dialed Number Identification Service (DNIS) 3-7

■ Vector Processing 3-7

Vector Directory Number 3-8 Vector Control Flow 3-14 Programming Capabilities 3-15

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4 Call Vectoring On-Site Customer Applications 4-1

■ Introduction 4-1

■ Example 1 - Customer Service Center 4-3

■ Example 2 - Automated Attendant 4-4

■ Example 3 - DIVA and Data/Message Collection 4-5

■ Example 4 - Distributed Call Centers 4-8

■ Example 5 - Help Desk 4-10

■ Example 6 - Insurance Agency/Service Agency 4-11

■ Example 7 - Warranty Service (with EAS) 4-15

■ Example 8 - Resort Reservation Service (with EAS) 4-19

Placing the Reservation 4-19 Call-Back Prov is io ns 4-22

■ Examples 9 through 13 - Attendant Routing 4-23

Example 9 - Local Attendant Group Access Code 4-24

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Example 10 - Incoming Trunk Calls to Attendant Group 4-24

Example 11 - Incoming L DN Calls 4-25 Example 12 - QSIG CAS 4-25 Example 13 - Night Station Service 4-26

■ Vector Exercises 4-27

Exercise 1: Emergency and Routine Service 4-27 Exercise 2: Late Caller Treatment 4-29 Exercise 3: Messaging Option 4-31

5 Basic Call Vectoring 5-1

■ Introduction 5-1

■ Command Set 5-2

■ TREATMENT Commands 5-2

announcement Command 5-3 wait-time Command 5-5 Multiple Audio or Music Sources on Delay 5-6 busy Command 5-8 disconnect Command 5-9 converse-on split Comman d 5-9

■ ROUTING Commands 5-12

queue-to split and check split Commands 5-12

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messaging split Command 5-15 route-to number Command 5-16

■ BRANCHING/PROGRAMMING Commands 5-19

goto step and goto vector Commands 5-19 stop Command 5-21

■ Vector Chaining 5-22

6 Advanced Vector Routing -- EWT

and ASA (DEFINITY G3V4 and DEFINITY ECS) 6-1

■ Introduction 6-1

■ Command Set 6-2

■ Expected Wait Time (EWT) 6-2

EWT for a Split 6-3 EWT for a Call 6-3 Passing EWT to a VRU 6-4

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The EWT Algorithm 6-4 When to Use Wait Time Predictions 6-5 Examples 6-6 Factors that Affect the Value of EWT 6-9 Troubleshooting EWT 6-10

■ Rolling Average Speed of Answer (ASA) 6-10

Rolling ASA Split Cal cu lat ion 6-11 Rolling ASA VDN Calculation 6-11 Rolling ASA Considerations 6-12 Example 6-12

■ VDN Calls 6-13

Counted Calls 6-13 Example 6-14

7 ANI /II-Digits Routing and Caller

Information Forwarding (CINFO) 7-1

■ Introduction 7-1

■ Command Sets 7-2

■ ANI Routing 7-3

ANI Routing Example 7-4 Vector Routing Tables with ANI 7-4

■ II-Digits Routing 7-6

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II-Digits Routing Example 7-8

■ Caller Information Forwarding 7-9

Detailed Operation 7-9 CINFO Vector Example 7-11 CINFO Interactions 7-12

8 Information Forwarding

(DEFINITY ECS/switch Release 6.3 and newer) 8-1

■ Introduction 8-1

■ Benefits of Enhanced Information Forwarding 8-2

■ Network Requirements 8-4

■ Enhanced Information Forwarding 8-4

Forwarding of Call-Related Information 8-5 Forwarding Collected Digits with Interflowed Call 8-5 Forwarding Accumulat ed In-VDN Time 8-5

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Transport via Globally-Supported Methods 8-6 Providing LAI Backward Compatibility 8-7

■ Determining User Information Needs 8-8

A Quick Example 8-10

■ Simple Troubleshooting for Information Forwarding 8-11

9 Adjunct (ASAI) Routing 9-1

■ Introduction 9-1

■ Functions and Examples 9-2

Sending the Call Route Request 9-2 Awaiting the Response to the Call Route Request 9-6 Receiving and Implementing the Call Route 9-7

■ Phantom Calls 9- 8

How Do Phantom Calls Work? 9-8 How Are Phantom Calls Used? 9-9 How Do Phantom Calls Affect Call Vectoring? 9-10 Phantom Call Administration 9-10

■ Single-Step Conference 9-11

How Does SSC Work With Call Vectoring? 9-11

■ Multiple Outstanding Route Requests 9-12

User Scenarios 9-12

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10 Call Prompting 10-1

■ Introduction 10-1

■ Command Set 10-2

■ Touch-Tone Collection Requirements 10-2

■ Call Prompting Digit Entry -- collect digits Command 10-3

Removing Incorrect Digit Strings 10-4 Entering Variable-Length Digit Strings 10-4 Entering Dial-Ahead Digits 10-5

■ Functions and Examples 10-5

Treating Digits as a Destination 10-6 Using Digits to Collect Branching Information 10-7 Using Digits to Select Options 10-10

Displaying Digits on the Agent’s Set 10-10 Passing Digits to an Adjunct 10-12

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Creating Service Observing Vectors 10-13

■ Dial-Ahead Digits -- collect digits Command 10-14

■ ASAI-Requested Digit Collection 10-18

■ ASAI-Provided Dial-Ahead Digits --

collect digits Command 10-18

11 Look-Ahead Interflow (LAI) 11-1

■ Before You Start 11-2

■ Example of Two Switch Configuration 11-3

■ Command Set 11-4

■ How Traditional Look-Ahead Interflow Works 11-6

Example 1: Traditional LAI 11-7 Receiving Switch Operation 11-8

■ How Enhanced LAI Works 11-10

The Simple Way to Achieve FIFO 11-10 Detailed Information About the interflow-qpos

Conditional 11-10 When Does a Call Not Interflow? 11-12 How is the Minimum EWT Set? 11-13 Example 2: Single-Queue Multi-Site Operation 11-14 Example 3: Maintaining FIFO Processing with LAI 11-15 Single-Queue FIFO Considerations 11-15

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Example 4: LAI in a Tandem Switch Configuration 11-16 Sending Switch Operation 11-16 Tandem Switch Operation 11-17 Far End Switch Operation 11-17

■ DNIS and VDN Override in an LAI Environment 11-18

Answering Agent’s Display 11-18 Originator’s Display 11-19

■ LAI with Network ADR 11-19

■ Multisite Applications for Enhanced LAI 11-21

■ LAI Considerations 11-21

■ Troubleshooting for LAI 11-22

12 Best Service Routing (BSR) 12-1

■ Introduction 12-1

■ Benefits of Best Service Routing 12-2

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■ Before You Start 12-5

Switch Requirements 12-5 Network Requirements 12-6

■ Terms to Know 12-7

■ Single-Site BSR 12-10

Command Set 12-11 How BSR Determines the Best Resource 12-12 Example 1: Basic Single-Site BSR 12-14 User Adjustments in Single-site BSR 12-17 Example 2: Single-Site BSR with Adjustments 12-18

■ Planning and Administering Single-Site BSR 12-22

Planning 12-22 Administration 12-22

■ Troubleshooting for Single-Site BSR 12-24

■ Multi-site BSR 12-24

Multi-site BSR Command Set 12-25 Multi-site BSR Applications 12-27 Example 3: Multi-Site BSR with Two Switches 12-30 BSR Available Agent Strategies 12-35 More on Status Poll and Interflow Vectors 12-35 User Adjustments in Multi-site BSR 12-35

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Example 4: Multi-site BSR with Limited Trunking 12-37 Example 5: Multi-site BSR with Slow Networks 12-43 Example 6: Handling Excessive Wait Times 12-47

■ Planning and Administering Multi-Site BSR 12-47

Define the Purpose of the Application 12-47 Select or Create the Elements of the

Application Plan 12-48 Administer the Application on the Switch 12-48

■ Troubleshooting for Multi-Site BSR 12-51

■ Tips for Writing BSR Vectors 12-52

13 Attendant Vectoring 13-1

■ Introduction 13-1

■ Command Set Overview 13-2

■ Attendant Vectoring Overview 13-3

Vector Form 13-3

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TN Assignments 13-4 Restrictions 13-4 Attendant Queue 13-4 Hunt Group Queue 13-4 Redirecting Calls to Attendant VDNs 13-5 Night Service 13-5 Attendant VDNs 13-6

■ Attendant Vectoring and Attendant VDNs 13-7

Intercept Attendant Group Calls 13-7 Allow Override 13-8 Interflow Between Vectors 13-8 Music Source 13-9

■ Attendant Vectoring and Multiple Queueing 13-9

Restrict queueing to only one type of queue 13-9 Allow multiple priority queueing within hunt queues 13-9 Allow multiple hunt group queueing 13-9

■ TREATMENT Commands 13-10

announcement Command 13-10 busy Command 13-10 disconnect Command 13-10 wait-time Command 13-10

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■ ROUTING Commands 13-11

queue-to attd-group Command 13-11 queue-to attendant Command 13-12 queue-to hunt-group Command 13-12 route-to number Command 13-13

■ BRANCHING/PROGRAMMING Commands 13-13

goto step Command 13-14 goto vector Command 13-14 stop Command 13-14

14 Expert Agent Selection 14-1

■ Introduction 14-1

■ Expert Agent Selection (EAS) Terminology 14-2

■ What is Expert Agent Selection (EAS)? 14-4

■ The EAS Advantage 14-5

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Skill-based Call Distribution 14-5 Greatest Need Call Distribution 14-5 Percent Allocation Call Distribution 14-5 ACD Queuing and Vector Commands 14-6

■ EAS-PHD — 20 Skills/16 Skill Levels 14-6

■ DEFINITY ECS Administration for the EAS Feature 14-6

System Parameters Customer Option 14-6 Dial Plan 14-6 VDN Form 14-7 Vector Form 14-7 Hunt Group Form 14-7 Agent Login ID Form 14-7 Station Form 14-7

■ Identifying Caller Needs 14-8

DNIS/ISDN Called Party 14-9 Call Prompting/VRU Digits/CINFO Digits 14-10 Host Database Lookup 14-10 Direct Agent Calling 14-10

■ Functions and Examples 14-11

Administering Skills 14-11 Preference Handling Distribution 14-19

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Logical Agent Capability 14-20 Delivering the Call to the Skill Queue 14-21 Routing the Call to an Agent 14-25

■ Interactions Involving EAS 14-32

Feature Interactions 14-32 Adjunct Interactions 14-38

■ Other Forms that Support EAS Agent LoginID 14-42

■ Upgrading to the DEFINITY

ECS/switch EAS Environment 14-46

A Call Vectoring Commands A-1

■ Introduction A-1

■ Command Description/Reference A-1

■ Command/Option Summary A-3

■ Command Job Aid A-6

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■ Command Directory A-16

■ Adjunct Routing Command A-17

■ Announcement Command A-24

■ Busy Command A-26

■ Check Command A-28

■ Collect Digits Command A-34

■ Consider Command A-39

■ Converse-on Command A-45

■ Disconnect Command A-56

■ Goto Step Command A-58

■ Goto Vector Command A-65

■ Messaging Command A-72

■ Queue-to Command A-76

■ Reply-best A-81

■ Route-to Command A-83

■ Stop Command A-92

■ Wait-time C ommand A-94

B Call Vectoring Management and Monitoring B-1

■ Introduction B-1

■ Implementation Requirements for the

Call Vectoring Features B-1

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■ Enabling the Vector Disconnect Timer B-8

■ Upgrading to a Call Vectoring Environment B-8

■ Changing and Testing a Vector B-9

C Considerations for the Vectoring Features C-1

■ Introduction C-1

■ Basic Call Vectoring Considerations C-1

■ Call Prompting Considerations C-2

■ Adjunct Routing Considerations C-3

■ Transferring Calls to VDNs Considerations C-4

■ VDN Return Destination Considerations C-4

User Scenario — Remote Access with Host Provided Securit y C-6

User Scenario — Saving in Trunk Facilities Between Call Centers C-8

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D Advanced Multi-Site Routing D-1

■ Introduction D-1

■ Application Architecture in Multi-Site BSR D-1

■ User Adjustments D-2

■ Status Polling in BSR D-4

How Long Do Status Polls Take? D-4 Intelligent Polling D-5

■ Efficient Polling Patterns in Large Networks D-6

How Many Switches Should One Switch Poll? D-6 Which Remote Switches Should Each Switch Poll? D-8

■ Considerations for Low Volume Splits and Skills D-10

Minimizing Variations in Wait Time D-11

■ Advanced Information Forwarding D-15

Non-QSIG Protocol D-16 QSIG Trunk Group D-16 “Send Codeset 6/7 LAI IE” Option Interactions D-17

E Troubleshooting Vectors E-1

■ Introduction E-1

■ Criteria for Success/Failure of

Call Vectoring Commands E-2

■ Unexpected Feature Operations E-7

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■ Unexpected Command Operations E-9

■ Converse Command Debugging E-17

■ Tracking Unexpected Vector Events E-19

Display Events Form E-20 Display Events Report E-21 Summary of Vector Events E-22

■ Clearing Events E-34

F Functional Differences for the

DEFINITY G2 and the DEFINITY ECS Call Vectoring and EAS F-1

■ Introduction F-1

■ Differences in Command Function F-2

Queue-to Split and Check Split F-2 Goto Step and Goto Vector F-4 Route-to Number F-5

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Announcement F-6 Wait-time F-7 Busy F-7

■ General Call Vectoring Functional Differences F-8

■ Differences in Defining/Interpreting Split Flows F-11

CMS R3 Standards F-11

■ EAS Differences Between the

DEFINITY G2 and the DEFINITY ECS F-13

G Interactions Between Call

Vectoring/EAS and BCMS/CMS G-1

■ Introduction G-1

■ CentreVu CMS/BCMS Tracking in a

Call Vectoring Environment G-2

Defining and Interpreting Call Flows G-2

■ Using CentreVu CMS and BCMS Reports to Evaluate

Call Vectoring Activity G-13

CentreVu CMS Reports G-13 BCMS Reports G-14

■ Using CMS in an EAS Environment G-15

Tracking Entities G-15

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H Operation Details for the Route-to Command H-1

■ Introduction H-1

I Detailed Call Flow and Specifications

for Converse—VRI Calls I-1

■ Introduction I-1

■ Converse Call Placement I-2

■ Data Passing I-3

■ VRU Data Collection I-6

■ Script Execution I-7

■ Data Return I-7

■ Script Completion I-10

■ DEFINITY ECS/switch Data Collection I-10

J Security Issues J-1

■ Introduction J-1

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■ Remote Access J-2

Front-Ending Remote Access J-2 Replacing Remote Access J-3

■ EAS J-3

■ Limiting Outside Access Using

VDN COR Restrictions J-4

■ Vector Initiated Service Observing J-4

■ Voice Response Integration J-5

■ Attendant Vectoring J-5

K Setting Up a Call Center K-1

■ Introduction K-1

■ Call Vectoring/Non-EAS Option K-2

■ Call Vectoring/ EAS Option K-11

L Converting a Call Center to EAS L-1

■ Introduction L-1

■ Step 1: Pre-EAS Cutover Administration

for the System L-2

■ Step 2: Pre-EAS Cutover

Administration for the CentreVu CMS L-6

■ Step 3: Pre-EAS Cutover Administration for AUDIX L-6

■ Step 4: Pre-EAS Cutover Administration

for Messaging Server L-7

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■ Step 5: Pre-EAS Cutover Administration for ASAI L-7

■ Step 6: EAS Cutover L-7

M Feature Availability M-1

■ Introduction M-1

N Improving Performance N-1

■ Introduction N-1

■ Looping Examples N-3

Audible Feedback N-3 Lookahead Interflow N-4 Check N-6

■ Other Examples N-8

After Business Hours N-8 Lookahead Interflows N-9

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■ Relative Processing Cost of Vector Commands N-10

O DEFINITY Call Center Capacities for

Call Vectoring, EAS and Related ACD Software O-1

■ Introduction O-1

■ DEFINITY ECS R8 Capacities O-2

■ DEFINITY ECS R7 and DEFINITY ECS

R6.3 Capacities O-6

■ DEFINITY ECS R5, DEFINITY ECS

R6.1, and DEFINITY ECS R6.2 Capacities O-10

■ DEFINITY G3V2, DEFINITY G3V3, and

DEFINITY G3V4 Switch Capacities O-12

■ DEFINITY G3V1 Switch Capacities O-14

■ CentreVu CMS Maximum Capacities O-15

GL Glossary and Abbreviations GL-1 IN Inde x IN-1

DEFINITY ECS Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

Preface — About this Document

Preface — Ab out this Doc ument

Contents and Organization of the Guide

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xviiContents and Organization of the Guide

This guide discusses the DEFINITY Enterprise Communications Server (ECS) Call Vectoring and Expert Agent Selection (EAS) features. The chapters are grouped in the following categories:

n Overview/Introductory Material -- Chapter 1 through Chapter 4 n Call Vectoring Options -- Chapter 5 through Chapter 13 n Expert Agent Selection -- Chapter 14 n Reference Materials -- Appendix A through Appendix O

The following table gives a brief description of each chapter and appendix in this book.

Title Contents

Chapter 1 Call Vectoring and Expert Agent

Selection Overview and Exercises

Chapter 2

Chapter 3

Creating and Editin g Call Vectors — The Basics

Call Vectoring Fundamentals Additional depth of information

High-level description of vectoring and EAS.

Includes exercises and reading that is prerequisite to attending Instructor-led course(s).

Brief tutorial and example s on how to create vectors usi ng the SAT terminal interface.

regarding Call Vectoring and how the feature works.

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Title Contents

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Chapter 4 Call Vectoring On-Site Customer

Applications

Chapter 5

Chapter 6

Chapter 7

Chapter 8

Chapter 9 Adjunct (ASAI) Routing Detailed information on Call

Chapter 10

Chapter 11 Look-Ahead Interflow (LAI) Detailed information on Call

Chapter 12

Basic Call Vectoring Detailed information on the Basic Call

Advanced Vector Routing -- EWT and ASA (DEFINITY G3V4 and DEFINITY ECS)

ANI /II-Digits Routing and Caller Information Forwarding (CINFO)

Information Forwarding (DEFINITY ECS/switch Release 6.3 and newer)

Call Prompting Detailed information on the use and

Best Service Routing (BSR) Detail ed informatio n on impleme nting

Examples of how Call Vectoring can be implemented on-site.

Vectoring option, incl uding commands specific to the option.

Detailed information on the Advanced Vectoring Routing option, including commands specific to the option.

Detailed information on vec toring use of ANI/II-Digits and CINFO, including commands specific to these options.

Detailed information on the use of the Information Forwarding option, including commands specific to the option.

Vectoring use of ASAI routing capabilities.

implementation of the Call Prompting option, including commands specific to the option.

Vectoring use of LAI, including special considerations and troubleshooting.

BSR, including examples, troubleshooting, and BSR vector-writing tips.

Chapter 13 Attendant Vectoring Detailed information on the use of

Attendant Vectoring option, including commands specific to the option. Note that Attendant Vectoring is use d in non-call center environments.

Chapter 14

Appendix A

Expert Agent Selection Detailed information on the EAS

feature, including interactions with other features and examples of implementation.

Call Vectoring Commands Complete, detailed list and definition

of each vectoring command, including a Job Aid.

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Preface — About this Document

Title Contents

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Appendix B Call Vectoring Management and

Monitoring

Appendix C

Appendix D

Appendix E Appendix F

Appendix G Interactions Between Call

Appendix H

Appendix I Detailed Call Flow and

Appendix J

Appendix K

Considerations for the Vectoring Features

Advanced Multi-Site Routing Extremely detailed information on

Troubleshooting Vectors Error messages. Functional Differences for the

DEFINITY G2 and the DEFINITY ECS Call Vectoring and EAS

Vectoring/EAS and BCMS/CMS Operation Details for the Route-to

Command

Specifications for Converse—VRI Calls

Security Issues Issues to be aware of regarding the

Setting Up a Call Center Worksheets to assist in the initial set

Additional information on implementing and upgrading to Call Vectoring.

Additional considerations for Basic Call Vectoring, Call Prompting, Adjunct Routing, and VDNs.

BSR and advanced routing to multiple sites.

Differences between the G2 and Vectoring.

Information regarding how CMS and BCMS report on vectoring.

Detailed information on use of the

route-to

Detailed informa tion on vect oring and VRI calls.

security of your site in relation to the use of Call Vectoring.

up of a call center.

DEFINITY

command.

DEFINITY

ECS Call

Appendix L Converting a Call Center to EAS Worksheets to assist in the

implementation of EAS in a call center.

Appendix M

Appendix N

Appendix O

Feature Availability Listing of with which switch different

Call Vectoring options are available.

Improving Performance Tips on improv ing the p erforma nce of

DEFINITY Call Center Capacities for Call Vectoring, EAS and Rel ated ACD Software

DEFINITY

the Tables listing the different capacities

of the switch that are related to call center.

ECS/switch.

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Preface — About this Document

Intended Audience and Use of the Guide

The guide is intended primarily for personnel who opt to use Call Vectoring and/or EAS. You should use this guide as an information source for implementing Call Vectoring and/or EAS. A knowledge of Automatic Call Distribution (ACD) is assumed.

The level of your expertise in Call Vector ing 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 1 and Chapter 14. Users who want to learn more about Call Vectoring should review Chapter 5 through Chapter 13 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 appendix (such as Appendix A Call Vectoring/EAS command “manual pages”) to get the information needed.

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, which contains a set of

Users who want to set up a Call Center (EAS and no n-EAS) sh ould read Appendi x K users who want to convert a Call Center to EAS should read Appendix L

Conventions Used in this Document

This document uses the following conventions:

NOTE:

Draws attention to information that you must heed.

CAUTION:

Denotes possible harm to software, possible loss of data, or possible service interruptions.

WARNING:

Denotes possible harm to hardware or equipment.

Indicates when system administration may leave your system open to toll fraud.

Trademarks

, and

The following trademarked names may be used in this document.

n AUDIX® is a registered trademark of Lucent Technologies. n BCMS Vu® is a registered trademark of Lucent Technologies. n Callmaster® is a registered trademark of Lucent Technologies. n CentreVu® is a registered trademark of Lucent Technologies.

DEFINITY ECS Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

Preface — About this Document

n Conversant® is a registered trademark of Lucent Technologies. n DEFINITY® is a registered trademark of Lucent Technologies. n INFORMIX® is a registered trademark of Informix Software, Inc. n Microsoft®, MS®, MS-DOS®, and Windows® are registered trademarks of

Microsoft Corporation.

n NetWare®, Novell®, OPEN LOOK®, and UnixWare® are registered trademarks

of Novell, Inc.

n Solaris® is a registered trademark and Solstice

Microsystems, Inc.

n UNIX® is a registered trademark of Novell, Inc. in the United States and other

countries, licensed exclusively through X/Open Corporation.

n X Window System

is a trademark and product of the Massachusetts Institute of

Technology.

When used in this book, these trademark and registered trademark product names are shown in italics. If the name is used in a block of text that already incorporates italics, then the appropriate symbol is included in the call-out.

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is a trademark of Sun

How to Get Help

For those times when you need additional help, the following help services are available. You may need to purchase an extended service agreement to use some of these help services. See your Lucent Technologies representative for more information.

n Lucent Technologies Centers of Excellence

— Asia/Pacific

— Western Europe/Middle East/South Africa

65-872-8686

441-252-391-889

— Central/Eastern Europe

361-270-5160

— Central/Latin America/Caribbean

1-303-538-4666

— North America

1-800-248-1111

n DEFINITY Helpline

1-800-225-7585

n Lucent Technologies Toll Fraud Intervention

1-800-643-2353

n Lucent Technologies National Customer Care Center Support Line

1-800-242-2121

n Lucent Technologies Corporate Security

1-800-822-9009

DEFINITY ECS Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

Preface — About this Document

How to Make Comments About this Document

We provide reader comment cards at the back of this document. While we have tried to make this document fit your needs, we are interested in your suggestions for improving it and urge you to complete and return a reader comment card. If the reader comment cards have been removed from this document, please send your comments to:

Lucent Technologies Global Learning Solutions Room 22-2H15 11900 North Pecos Street Denver, CO 80234-2703 USA

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Call V ectoring and Expert Ag ent Selection Ov erview and Ex ercises

NOTE:

This chapter provides knowledge that is prerequisite to attending an Instructor-led Training (ILT) course.

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Introduction

This chapter teaches you basic terminology and concepts behind call vectoring. It also summarizes the benefits of Call Vectoring, and it identifies example vectors in the reference section of the guide that illustrate these benefits.

The sections included in this chapter are:

n What is Call Vectoring? n Call V ectoring Features n Benefits of Call Vectoring n EAS Basics.

Upon completion of this chapter, you will be able to:

n Describe the functi on of Call Vectoring n Describe Call Vectoring components n Describe Call Vectoring commands n Describe how call vectors are created and how they process calls n Describe Call Vectoring relationships with ACD, Call Prompting, ASAI

(Adjust/Switch Application Interface), LAI (Look Ahead Interflow), CMS (Call Management System)

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n Describe Call Vectoring benefits n Describe the EAS feature n Define terms related to EAS

Exercises to test your knowledge of Call Vect oring and EAS Basics

At the end of the chapter are a series of exercises that you can use to demonstrate your knowledge of the information presented in this chapter.

In most cases you should be able to complete this chapter and the associated exercises in one hour.

All of the exercises that you need to complete to be ready for the Instructor Led Training are found in this chapter. Prior to completing the exercises, you should read the chapter , as it introduces the concepts and skills associated with Call Vector ing and EAS, and provides instruction on their application.

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It is important that you attempt to complete each Exercise. Even if you make mistakes,

when you check your answers you’ll see how you should have responded and better understand the concept presented.

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What is Call Vectoring?

Call Vectoring is the process of defining vector programs that determine how a specific call should be routed and what call treatment that call is to be given.

NOTE:

Sample vectors are provided throughout this manual to illustrate vecto ring featur es and capabilities. Because they are simplified to clearly demonstrate specific features, they are not complete and sho uld not b e us ed witho ut mo dification at you r call center.

Call Vectoring provides a highly flexible approach for managing incoming call traffic to the DEFINITY Enterprise Communications Server (ECS). By using a series of user-defined commands (vectors), you can direct or route internal and network calls as desired thereby determine how these calls are processed (call treatment). Calls can be directed to on- or off-network destinations, to Automatic Call Distribution (ACD) agents, or to various other treatments. Call Vectoring also can be used with CallVisor ASAI.

Call Vectoring enhances traditional ACD call processing, which is illustrated in Figure

1-1.

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TRUNK GROUP

I N C

DNIS1 DIGITS

INTERNAL ST ATION

TRUNK GROUP

L L

DID

DIGITS

N O N

P R

I O R

I T Y

P R

I O R

I T Y

1. Dialed Number Identification Service

2. Direct Inward Dialing

Figure 1-1. Traditional ACD Call Processing

ACD SPLIT

CALL QUEUE

IDENTICAL

CALL TREATMENTS

FOR:

Time of Day

Announcements

Intraflow Interflow

A C D

E N T S

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As Figure 1-1 illustrates, the traditional ACD approach is rather limited in the way it handles queued calls (that is, all calls within a specific queue receive identical announcements, intraflow parameters, etc.). Call Vectoring, on the other hand, permits each call to be treated uniquely according to a number of factors, including the number the caller dials, the number the caller calls from, the number of calls in queue, and the time of day and/or day of the week. This even applies to all calls that are ultimately handled by the same agent group.

Call Vectoring is comprised of three basic components:

n Vector Directory Numbers n Vectors n Vector commands

Working together, these components direct incoming calls and ASAI event reports and requests to the desired answering destinations, and they specify how each call is processed. Call Vect orin g ma y be illustrated as in Figure 1-2

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TRUNK GROUP 1

TRUNK GROUP 2

VRU1 TRANSFER

DNIS2 DIGITS

INTERNAL CALL

1. Voice Response Unit

2. Dialed Number Identification Service

3. Vector Directory Number

Figure 1-2. Call Vectoring

VDN3 1

VDN 2

VDN 3

VDN 4

VDN 5

VECTOR 1

VECTOR 2

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As Figure 1-2 il lus tr ates, an incoming call to the DEFINITY ECS/switch with 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 specific vector. The VDN represents the call type or category (for example, billing, customer service, etc.), and thus, it defines the service desired by the caller. Multiple VDNs may point to the same or to different vectors, depending upon whether the relevant calls are to receive the same or different treatment.

The vector is a set of commands that define the processing of a call. The processing a call receives depends on the commands in the vector. For example, a call can be queued and then routed to another destination.

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Screen 1-1

1. goto step 3 if calls-queued in split 9 pri l < 20

2. busy

3. queue-to split 9 pri l

shows an example of a vector.

4. wait-time 12 seconds hearing ringback

5. announcement 2921

6. wait-time 998 seconds hearing music

Screen 1-1. Vector Example

Each individual vector can contain up to 32 command steps. Multiple vectors can be chained together to extend processing capabilities or to process calls to the same or different answering destinations. Any number of calls can use the same multiple vectors and process steps independently. Understanding your goals and planning your system before you begin writing vectors is crucial. A planning guide is provided in Appendix K,

‘‘Setting Up a Call Center’’.

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Call Vectoring Features

Call Vectoring provides the following features:

Basic Call Vectoring

of processing applied to a call by arranging a set of vector commands in the desired sequence. Depending on the command, you can do the following:

— Place the call in queue until an agent is available to answer the call. — Provide a recorded information or delay announcement to the caller. — Allow the caller to leave a recorded message. — Access a Voice Response Unit (VRU) to start a script.

Call Prompting

caller. Specifically, this feature allows callers with touch-t one or rotary pho nes to enter digits that are subsequently processed by the vector . Among other tasks, Call Prompting allows the caller to do the following:

— Select one or more options from a menu in order to access recorded

information or be routed to the correct split or agent.

allows you to “program” (write vector steps for) the type

allows you to collect digits and give some call control to the

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— Enter an extension to which a call can be routed. — Provide the call center with data (such as a credit card number) that the

center can use to process the call. This data also can be displayed on the voice terminal of the agent who answers the call.

G3V4 Enhanced

provides for the following: — Specification of a priority level with the oldest-call-wait conditional. — Use of enhanced comparators. — Use of wildcards in digit strings for matching collected digits and ANI or

II-digits. — Use of Vector Routing Tables. — Multiple Audio/Music Sources for use with the wait-time command.

Advanced Vector Routing

conditions:

— 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 specified VDN.

ANI/II Digits Routing

— The caller identity (ANI) or,

allows you to route calls based on three additional

allows you to route calls based on either:

— The type of line where the call was originated (II-digits).

Call Information Forwarding (CINFO)

allows you to collect caller-entered digits (ced) and customer data base prov ided d igits (c dpd) from t he netw ork. These digits can then be used in the same way as digits collected with Call Prompting.

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allows you to forward the following information with each call: ANI, II-Digits, CINFO, ASAI-provided user information, Look-Ahead Interflow (LAI) information (such as VDN name), Universal Call ID (UCID), Best Service Routing elapsed in-VDN time

Look-Ahead Interflow

allows the call center to intelligently off-load 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 primarily for lower-traffic, reduced-agent staffing periods. By using a certain conditional in a vectoring command, you can reduce processing and achieve First-In First-Out (FIFO) call distribution across the call center sites.

Best Service Routing™ (BSR)

allows the DEFINITY ECS/switch to compare specified splits or skills, determine which will provide the best service to a call, and deliver the call to that resource. If no agents are currently available in that split or skill, the call is queued. BSR is available in single-site and multi-site versions. Single-site BSR compares splits or skill s on the DEFINITY ECS/switch where it resides to find the best resource to service a call. Multi-site BSR, activated via the Look-Ahead Interflow feature, extends this capability across a network of DEFINITY ECS/switches, comparing local splits or skills, remote splits or skills, or both, and routing cal ls t o t he r esou rce t h at pr ovides t h e bes t s e rvice. To respond to changing conditions and operate more efficiently, BSR monitors the status of the specified resources and adjusts call processing appropriately.

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Adjunct Routing

provides you with a means of evaluating calls before the calls are processed and implementing complex call center applications. Specifically , this feature allows a DEFINITY ECS/switch to request instructions from an associated adjunct, which is a processor that performs one o r more tasks for anoth er 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 feature, the call center ensures that each call is delivered to the appropriate destination.

Attenda n t Vectorin g

provides you with a means to route calls using call

vectoring in an environment other than a traditional call center.

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Benefits of Call Vectoring

Coupled with Automatic Call Distribution (ACD), Call Vectoring enables calls to be processed at a faster rate within an intelligent, real-time system. As a result, Call V ectoring provides an appreciable cost saving to the user.

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Table 1-1

summarizes the benefits of Call Vectoring. The last column in Table 1-1 identifies the vector(s) [via the appropriate screen(s)] in the reference portion of the manual that illustrate(s) these benefits.

Table 1-1. Benefits of Call Vectoring

Category Call Vectoring Benefits Screen

Call Treatment

Implement special treatment based on the time of day and the day of the week (for example, providing night service).

Automatically change treatment according to either how long the call has been waiting or to changing traffic or staffing

5-17

5-14, 5-16, 11-1, 11-2

conditions. Provide appropriate caller feedback during waiting (for

example, music or announcements during heavy calling

5-1, 5-2, 5-3, 5-4, 5-5

, 5-6, 5-7

periods). Provide multiple and/or recurring informational or delay

announcements that are selected according to the time of

5-12 4-1

day/day of the week, call volume, or staffing conditions. Provide 24 hour/day, 7 day/week automated information

5-4, 5-5

announcements. Remove selected calls (by providing busy or disconnect). 5-8, 5-9, 5-10,

5-13

, 4-1

, 4-3, 4-4

, 5-14, 11-1,

, 5-16

Set up and test, in advance, special call treatments for events

5-4, 5-9

such as sales, advertising campaigns, holidays, snow days, etc. Provide the caller with a menu of choices. 10-6, 10-7, 10-11,

, 4-5

4-3

Execute a VRU script. 5-10, 4-8 Notify callers of their expected delay in queue. 6-3, 6-4 Provide multiple audio/music sources. 5-6, 5-7

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Table 1-1. Benefits of Call Vectoring

— Continued

Category Call Vectoring Benefits Screen

Call Routing

Queue calls to up to three splits simultaneously, consequently improving the average speed of answer and agent productivity.

5-11, 4-1, 4-4

Implement routing to local or distant destinations. 5-14, 10-1, 10-2,

11-1

4-4

, 4-5

Connect callers to a voice-mail or messaging system either automatically or at their request.

Reduce call transfers by accurately routing callers to the

5-13, 5-12, 4-3,

4-5

10-1, 10-2, 4-3

desired destination. Provide up to four ACD queuing priority levels and the ability

4-1

, 4-3, 4-4 to change the queuing priority dynamically, as a result, providing faster service for selected callers.

Reduce agent and/or attendant staffing requirements by: (1) automating some tasks; (2) reducing caller ho ld time; (3) having agents in one split service multiple call types.

5-4, 5-5, 10-1, 10-11 4-3

Intelligently balance ACD call loads across multiple locations. 11-1, 11-2, 11-5,

12-12 12-18

Determine the expected wait time in ACD queues. 6-3, 6-5

, 4-2, 4-3,

, 10-12, 4-2,

, 12-15, , 4-5, D-2

Information Collection

Limit the number of simultaneous incoming trunk calls to a

6-7

VDN.

Route calls based on the caller’s ANI or the type of the

7-1, 7-3, 7-4

originating line. Route calls based on CINFO digits provided by the network. 7-5 Provide customized and/or personalized call treatment via

information collection and messaging.

10-1, 10-6, 10-11,

, 4-3, 4-5

4-2

Collect information for use by an adjunct or by agent display. 10-7, 4-5 Collect caller entered or customer database provided CINFO

7-5

digits from the network.

Continued on next page

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EAS Basics

Expert Agent Selection (EAS) allows Call Center managers to match caller needs to the skills/talents of the agents. This ability ensures that the best service possible is provided to each caller.

EAS builds on the Call Vectoring and Automatic Call Distribution (ACD) features of the DEFINITY ECS/switch in order to route incoming calls to the correct agent on the first try.

This section describes the features and functionality of EAS on the DEFINITY ECS/switch, including the following topics:

n Skill-related terms n EAS features and benefits (The EAS Advantage) n DEFINITY ECS/switch EAS Summary.

Skill-Related (EAS) Terms

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Agent skill

The type of call a particular agent can handle. With EAS, an agent can be assigned up to four skills each, with a primary (level 1) or a secondary (level 2) skill level. With EAS-PHD, an agent can be assigned as many as 20 skills.

Skill level

For each agent skill, a skill level may be assigned. With EAS-PHD, skill levels can range from 1 to 16, with 1 being the highest skill level (also known as highest-prio rity skill). Without EAS-PHD, skill levels may be defined as primary (level 1) or secondary (level 2), with primary being the highest-priority skill. When calls are queued for more than one of

the agent’s skills and the agent’s call-handling preference is by skill level, the agent receives the oldest call waiting for the agent’s highest level skill. If an agent’s call-handling preference is by greatest need, the agent receives the highest-priority, oldest call waiting for any of that agent’s skills, regardless of skill level.

Top agent

An agent in a given skill who has the skill assigned as top skill.

Top skill

For EAS-PHD, an agent’s first-administered, highest-priority skill. For EAS, an agent’s first-administered primary skill (or first-administered secondary skill if the agent has no primary skill assigned). With call-handling preference by skill level, this is the skill for which the agent is most likely to receive a call.

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Caller needs

The reason(s) a customer calls your call center. Caller needs are determined by the VDN number that the caller dialed, by Call Prompting, or by Automatic Number Identification (ANI) database lookup.

You define caller requirements in the vector in order to route calls to an ACD agent with particular skill(s) to match the needs of the caller. These caller needs/skills become active for an ACD call whenever a queue to the command is executed and the threshold condition is met.

main skill or check backup skill vector

Skill

A specific caller or business need of your call center. You define your skills based on the needs of your customers and your call center. You specify skills by sk ill numbers, which are assigned to agents and are referenced in vectors in order to match caller needs with an agent skilled to handle those needs.

When configuring your call center for skills, a particular skill number always has the same meaning, whether it is an agent skill, VDN skill, or skill hunt group.

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Skill hunt group

Calls route to specific skill hunt groups, and these skill hunt groups are usually based on caller needs. Agents are not assigned to a skill group; instead, they are assigned specific skills that become active when they log in.

VDN skill preference

Up to three skills can be assigned to a VDN. Calls use VDN skills for routing based on the preferences you specify in the vector. VDN skill preferences are referred to in the vector

as “1st,” “2nd,” and “3rd.”

Benefits of the EAS Feature

Benefits to your call center

Because the EAS feature allow you to match caller needs to the agent who has the appropriate skill(s) to handle the call, your call center can achieve the following:

n Maximum profitability. n Greater customer satisfaction because the caller reaches on the first call an agent

with the necessary skill(s) to handle the call.

n Greater responsiveness to customer needs because you can base call distribution

on either skill level or greatest need.

n Improved agent performance and satisfaction because agents handle calls they are

most familiar and most comfortable with.

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n Improved agent performance because supervisors have the option to have agents

handle calls based on either skill level or greatest need. For agents, it offers an opportunity to learn new skills.

n Ability to track the number of calls handled by particular skills from the Vector

Directory Number (VDN) perspective. You can see whether vectors are performing as expected.

Skill-based call distribution

With EAS, call distribution is based on agent skills. Caller needs are determined by the vector directory number called or by voice prompting.

An agent who has at least one of the skills that a caller requires is selected to handle the call. You assi gn skills and skill levels to agents to determine which types of calls go to which agents and to determine the order in which agents serve waiting calls.

Greatest need call distribution

With EAS for DEFINITY ECS, you have the option of basing call distribution on greatest need instead of skill level. Y o u can distribute the highest-priority, oldest call waiting to an

agent with an appropriate skill, even if that skill is not the agent’s highest-priority skill.

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Percent allocation call distribution

Percent allocation enables you to assign a percentage of an agent’s time to each of the agent’s assigned skills, to comprise a total of 100% of the agent’s staffed time. Percent allocation then selects the call that is the best match for an agent’s administered skill percentages.

Percent allocation is available with CentreVu Advocate. For more information, see the CentreVu Advocate User Guide (585-210-927).

ACD queuing and vector commands

ACD queuing and the vector commands queue t o sk ill and ch eck ski ll are us ed to rout e a call to an agent with the appropriate skill to handle that call.

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DEFINITY

ECS/switch EAS Summary of

Capabilities

Use the lists that follow to compare the capabilities of:

n DEFINITY Enterprise Communications Server (ECS) with EAS n DEFINITY Generic 3 Version 2 to 4 switch with EAS.

DEFINITY

Enterprise Communications Server

(ECS) with EAS

The following EAS capabilities are specific to the DEFINITY ECS:

n Agents can be assigned a call-handling preference of “skill level” or “greatest

need” (EAS only).

n “Most Idle Agent” can optionally apply across an agent’s skills. n The “Most Idle Agent” (MIA) list can include or exclude agents in After Call

Work (ACW). For Generic 3 switches, the MIA list includes agents in ACW, but not agents in AUX.

n Agents can be assigned as many as 20 skills. Each skill can be assigned one out of

16 different skill levels (EAS-PHD only).

DEFINITY

Enterprise Communications Server

(ECS) and DEFINITY Generic 3 with EAS

These capabilities are common to DEFINITY ECS and the DEFINITY Generic 3 switch:

n Have Logical Agent capability. n Any voice terminal can be used as an ACD terminal for any skill. Agents can be

reached by dialing their logi n ID. Name, CO R, and cover age path fol low the agent to the voice terminal into which the agent is currently logged.

n Agents are assigned skills and automatically take calls for those skills when they

n An agents’s skills can be changed while they are logged in (ECS and G3V4). n Primary and secondary priority levels are associat ed with the skills an agent is

assigned.

n Call prompting in a vector can be used to determine a caller’s needs. n Skills are assigned to agents. n The MIA algorithm is on a per-skill basis (called Uniform Call Distri bution on

Generic 3). The algorithm can be changed to an across-skills basis on DEFINITY ECS. DEFINITY ECS and DEFINITY Generic 3 support EAD.

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1-14EAS Basics

DEFINITY

Generic 3

These capabilities are specific to the DEFINITY Generic 3 switch:

n The MIA list is determined within a single sk ill. Agents in multiple skills who are

on a call for one skill continue to move up the idle agent list in their other skills.

n The agent’s skill can be changed through CentreVu CMS while the agent is logged

in. The change takes effect the next time the agent logs in (DEFINITY G3V2 and DEFINITY G3V3).

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Exercise A — Call Vectoring Basics

Read the items below and complete as directed. If needed, refer back to the Vectoring Basics sections of this chapter.

When you finish, compare your answers to those presented on the back of the page.

In the space provided, write the term being described.

1. Specific types of call processing designated for predetermined types of calls are referred to as

_______________________________________________________

2. Specific types of call processing designated for predetermined types of calls are referred to as

_______________________________________________________

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1-15Exercise A — Call Vectoring Basics

3. Customer-defined, multistep call processing tables that direct calls to network or off-network destinations, ACD splits or specific call treatments are called

_______________________________________________________

4. Soft DEFINITY ECS/switch station numbers which are not assigned a physical equipment location are called

_______________________________________________________

5. Vectoring allows the name attached to the originally called VDN to either change or remain the same as vector processing (through the ROUTE TO command) redirects the call to another VDN. This capability is called

_______________________________________________________

6. Call Vectoring is comprised of three basic components; list them.

_______________ _________________ _________________ ______

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Evaluation of Exercise A — Call Vectoring Basics

1. Specific types of call processing designated for predetermined types of calls are referred to as

__Call Treatments______________________________________________

2. Customer-defined, multistep call processing tables that direct calls to network or off-network destinations, ACD splits or specific call treatments are called

__Call Vectors_________________________________________________

3. Soft DEFINITY ECS/switch station numbers which are not assigned a physical equipment location are called

__VDNs (Vector Directory Numbers)_______________________________

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1-16Evaluation of Exercise A — Call Vectoring Basics

4. Vectoring allows the name attached to the originally called VDN to either change or remain the same as vector processing (through the ROUTE TO command) redirects the call to another VDN. This capability is called

__VDN Display Override_________________________________________

5. Call Vectoring is comprised of three basic components; list them.

__V ect ors __________________________________ _______________________

__Vector commands________________________________________________

__VDNs__________________________________________________________

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Exercise B — Call Vectoring Commands

Read the items below and complete as directed.

When you finish, compare your answers to those presented on the back of this page.

In the space provided, write the term that is being described.

1. The command that requests call routing information from an adjunct processor or requests information collected by the PBX to be sent to the adjunct is

_______________________________________________________

2. The command that uses conditional parameters to queue or connect a call to the backup split at a specific priority level is

_______________________________________________________

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1-17Exercise B — Call Vectoring Commands

3. The command that allows conditional or unconditional branching to a later or an earlier step in a vector is

_______________________________________________________

4. The command that sends a call to a specified split so the caller can leave a message for the specified extension is

_______________________________________________________

5. The command that unconditionally queues calls to the specified split at one of four priorities is

_______________________________________________________

6. The command that directs a call to a specified destination is

_______________________________________________________

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Evaluation of Exercise B — Call Vectoring Commands

1. The command that requests call routing information from an adjunct processor or requests information collected by the DEFINITY ECS/switch to be sent to the adjunct is

__Adjunct Routing _________________________ _________________ ____

2. The command that uses conditional parameters to queue or connect a call to the backup split at a specific priority level is

__Check Backup Split___________________________________________

3. The command that allows conditional or unconditional branching to a later or an earlier step in a vector is

__Go to Step_______ ___ _________________ ________________________

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1-18Ev aluation of Exercise B — Call Vectoring Commands

4. The command that sends a call to a specified split so the caller can leave a message for the specified extension is

__Messaging Split______________________________________________

5. The command that unconditionally queues calls to the specified split at one of four priorities is

__Queue to Main Split___________________________________________

6. The command that directs a call to a specified destination is

__Route to_____________________________________________________

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Exercise C — Call Vectoring Commands

Read the items below and complete as directed.

When you finish, compare your answers to those presented on the back of this page.

In the space provided, write the term being described.

1. Call processing and passing vector control from one step to another is called

_______________________________________________________

2. Sequentially passing control from one vector step to the next step is called

_______________________________________________________

3. Passing control to a particular step (not necessarily in sequence) within the vector only if the conditions specified in the command are met is called

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1-19Exercise C — Call Vectoring Commands

_______________________________________________________

4. Passing control unconditionally to a specified step is called

_______________________________________________________

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Evaluation of Exercise C — Call Vectoring Commands

Read the items below and complete as directed.

When you finish, compare your answers to those presented on the back of this page.

In the space provided, write the term being described.

1. Call processing and passing vector control from one step to another is called

__Flow Control ________________________________________________

2. Sequentially passing control from one vector step to the next step is called

__Serial Flow__________________________________________________

3. Passing control to a particular step (not necessarily in sequence) within the vector only if the conditions specified in the command are met is called

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1-20Evaluation of Exercise C — Call Vectoring Commands

__Conditiona l Branching ________________________________________

4. Passing control unconditionally to a specified step is called

__Unconditional Branching _________________________________ ____

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Exercise D — Call Vectoring with Other Features

Read the items below and complete as directed.

When you finish, compare your answers to those presented on the back of this page.

In the space provided, write the term being described.

1. A specialized call handling process based on information collected from the calling party is __________________________________ _______________

2. The calling party can enter the extens ion of the par ty the caller would like to reach using the ______________________________________________________

3. Callers can hear an announcement or be directed to a hunt group or other system extension based on the digits that they enter using the __________________

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1-21Exercise D — Call Vectoring with Other Features

4. Callers can enter data, which can then be used by a host/adjunct to assist in call handling, with _________________________________________________

5. The primary function of call vectoring is to enhance an ____________________________________________ environment.

6. Callers can leave a message or wait in queue for an agent with _____________________________________________________________

7. The adjunct/host can initiate, receive, and control calls or stations on behalf of ACD agents or other DEFINITY ECS/switch users using _______________

8. An adjunct that records and rep orts call management p erformance and can perform some ACD administration is _____________________________________

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Evaluation of Exercise D — Call Vectoring with Other Features

1. A specialized call handling process based on information collected from the calling party is __Call Prompting __________________________________

2. The calling party can enter the extens ion of the par ty the caller would like to reach using the __ Automated Attendant _________________________________

3. Callers can hear an announcement or be directed to a hunt group or other system extension based on the digits that they enter using the _DIVA (Data In / Voice Answer) _________________

4. Callers can enter data, which can then be used by a host/adjunct to assist in call handling, with __Data Collection__________________________________

5. The primary function of call vectoring is to enhance an __ACD ______________________________________ environment.

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1-22Evaluation of Exercise D — Call Vectoring with Other Features

6. Callers can leave a message or wait in queue for an agent with __Message Collection __________________________________________

7. The adjunct/host can initiate, receive, and control calls or stations on behalf of ACD agents or other DEFINITY ECS/switch users using __ASA _________

8. An adjunct that records and rep orts call management p erformance and can perform some ACD administratio n is __CMS (Call Management System) ________

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Exercise E: Call Vectoring Benefits and Applications

Read the items below and complete as directed.

When you finish, compare your answers to those presented on the back of this page.

1. List some of the benefits of Call Vectoring.

n ____________________________________________________________

____________________________________________________________

n ____________________________________________________________

____________________________________________________________

n ____________________________________________________________

____________________________________________________________

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1-23Exercise E: Call Vectoring Benefits and Applications

n ____________________________________________________________

____________________________________________________________

n ____________________________________________________________

____________________________________________________________

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Evaluation of Exercise E: Call Vectoring Benefits and Applications

Read the items below and complete as directed.

When you finish, compare your answers to those presented on the back of this page.

1. List some of the benefits of Call Vectoring.

n __ Increased revenues gained in call processing an management. __

n __ More efficient and professional call handling combined with

improved customer perceptions. _____________________________

n __ Enhances the customer ’s image of the call center and call handling

capabilities, to the extent that revenues from new sales and re-sales will increase. _______________________ ________ _________ _________

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1-24Evaluation of Exercise E: Call Vectoring Benefits and Applications

n __ Reduces overall expenses for call processing and management. _

n __ Agent productivity is maximized and reduced network costs

combine to justify the expenditure. ___________________________

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Exercise F — EAS (Expert Agent Selection) with

Read the items below and complete as directed. If needed, refer back to the EAS sections in this chapter.

When you finish, compare your answers to those presented on the back of this page.

Use the blank space to fill in the term or terms that best completes the statement.

1. EAS distributes calls by matching caller needs to agent

2. A specific caller need or call center business need is referred to as a/an

DEFINITY

_______________________________________________________

ECS/switch

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3. Abilities of agents to handle calls are

_______________________________________________________

4. The order in which skills are assigned to VDNs is called

_______________________________________________________

5. An EAS feature that associates an agent’s login with the physical extension wher e

the agent logged in is called

_______________________________________________________

6. The EAS feature that helps distinguish between business and personal calls is

_______________________________________________________

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Evaluation of Exercise F — EAS with

DEFINITY

Use the blank space to fill in the term or terms that best completes the statement.

1. EAS distributes calls by matching caller needs to agent

__ skills ________________________________________________

2. A specific caller need or call center business need is referred to as a/an

__ skill _________________________________________________

3. Abilities of agents to handle calls are

__ agent skills ___________________________________________

4. The order in which skills are assigned to VDNs is called

ECS/switch

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1-26Evaluation of Exercise F — EAS with DEFINITY ECS/switch

__ VDN skill preferences (or primary and secondary) __________

5. An EAS feature that associates an agent’s login with the physical extension wher e

the agent logged in is called

__logical agent ___________________________________________

6. The EAS feature that helps distinguish between business and personal calls is

__ direct agent calling _____________________________________

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Creating and Editing Cal l V ectors — The Basics

Introduction

This chapter gives you a practical start writing vectors. In this chapter you will learn the basics that you need to write a representative vector and enter it on-line.

Methods for Entering a Vector On-Line

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2-1Introduction

A vector can be entered on-line via the following three methods:

n Basic Screen Administration (on the Manager I or G3-MA) n CentreVu n CentreVu Visual Vectors

NOTE:

All references to CMS in this manual refer to CMS Release 2, CMS Release 3 through Version 2 or CentreVu CMS Release 3 Version 4 and newer unless otherwise noted. All references to CentreVu Visual Vectors refer to Release 1 or Release 8 unless otherwise noted.

The following section discusses the Basic Screen Administration method for entering a vector on-line at your DEFINITY Enterprise Communications Server (ECS). For instructions on creati ng a vector using the Ce ntreVu CMS interface, consult the Centr eVu Call Management System Administration document. For instructions on creating a vector with CentreVu Visual Vectors, consult the CentreVu

Call Management System (CMS)

Visual Vectors User Guide.

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Creating an d Editing Call Vectors — The Basics

Call Vector Form — Basic Screen Administration

A vector is entered on-line via Basic Screen Administration by completing the Call V ector Form. This form appears on three screens, as follows in Scre en 2-1

2-3.

change vector 20 Page 1 of 3 CALL VECTOR

Number: 20 Name:_______________________

Multimedia? n Attendant Vectoring? y Lock? y

Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y

01 _______________ 02 _______________ 03 _______________ 04 _______________ 05 _______________ 06 _______________ 07 _______________ 08 _______________ 09 _______________ 10 _______________ 11 _______________

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, Screen 2-2 and Screen

Screen 2-1. Call Vector Form (Page 1 of 3)

Page 2 of 3 CALL VECTOR

12 _______________ 13 _______________ 14 _______________ 15 _______________ 16 _______________ 17 _______________ 18 _______________ 19 _______________ 20 _______________ 21 _______________ 22 _______________

Screen 2-2. Call Vector Form (Page 2 of 3)

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Page 3 of 3 CALL VECTOR

23 _______________ 24 _______________ 25 _______________ 26 _______________ 27 _______________ 28 _______________ 29 _______________ 30 _______________ 31 _______________ 32 _______________

Screen 2-3. Call Vector Form (Page 3 of 3)

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The following list summarizes how you can enter a vector on-line via Basic Screen Administration.

1. Access the Call Vector Form by executing the where

is the number of the vector you want to access. Use the change vector

change vector

command,

command either to change an existing vector, or to create a new vector. If you are not certain of the number or name of a vector, enter the

list vector

command to view a complete list of all vectors that have been administered for your system.

2. Assign a name to your vect or by completing the blank n ext to t he

Name

field. The

vector name can contain up to 27 alphanumeric characters.

NOTE:

The vector number, which appears next to the

Number

field, is

automatically assigned by the system.

3. In the

Multimedia?

field, indicate whether the vector should receive early

answer treatment for multimedia calls. Valid values are y or n.

NOTE:

This only applies if Multimedia Call Handling is enabled.

n If you expect this vector to receive multimedia calls, set this field to y. The

call is considered to be answered at the start of vector processing, and billing for the call starts at that time.

n If you do not expect the vector to receive multimedia calls, set this field to

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4. In the

Lock?

field, indicate whether you will allow this vector to be displayed on

and edited from a client application such as CentreVu

Visual Vectors.

n If you enter y, the vector is locked and can only be displayed and modified

in the DEFINITY ECS/switch switch administration software.

n If you enter n, the vector is not communicated to client software such as

CentreVu

Visual Vectors or CentreVu® CMS and may not be displayed

and modified from these programs.

NOTE:

Always lock vectors that contain secure information (for example, access codes).

5. Look at the next fields and note where a y (yes) appears. These fields indicate the Call Vectoring features and corresponding commands you can use. (The Call Vectoring features are optioned from the Customer Options Screen.) On the other hand, if an n (no) appears in one of these fields, you cannot use the corresponding feature. A y in one of the fields indicates the following

Attendant Vectoring

When Attendant Vectoring is set to “y” a modified list of vector steps is allowed. See Chapter XXX “Attendant Vectoring”.

Lock When Attendant Vectoring is set to “y”, this field is set to

“y” and no changes are allowed to the field.

Basic You can use the Basic Call Vectoring commands. See

Chapter 5, ‘‘

Basic Call Vectoring’’.

EAS Expert Agent Selection is enabled. See Chapter 14,

‘‘Expert Agent Selection’’.

G3V4 Enhanced

You can use the G3V4 Enhanced Vector Routing commands and features. See Appendix M, ‘‘

Feature Availability’’ for an explanation of which features are

included with G3V4 Enhanced Vector Routing.

ANI/II-Digits You can use the ANI and II-Digits Vector Routing

commands. See Chapter 7, ‘‘

ANI /II-Digits Routing and Caller Information Forwarding (CINFO)’’. ANI/II-Digits

Routing requires G3V4 Enhanced Vector Routing.

ASAI Routing You can use the Adjunct Routing co mmand. See Chapter 9,

‘‘Adjunct (ASAI) Routing’’.

Prompting You can use the Call Prompting commands. See Chapter

10, ‘‘Call Prompting’’.

LAI Look-Ahead Interflow is enabled. See Chapter 11,

‘‘Look-Ahead Interflow (LAI)’’.

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2-5Inserting a Vector Step

G3V4 Adv Route

You can use the G3V4 Advanced Vector Routing commands. See Chapter 6, ‘‘

Advanced Vector Routing -EWT and ASA (DEFINITY G3V4 and DEFINITY ECS)’’.

CINFO You can collect ced and cdpd digits with the collect digits

step. See Chapter 7, ‘‘

ANI /II-Digits Routing and Caller

Information Forwarding (CINFO)’’.

BSR Best Service Routing™ is enabled, and you can use the

BSR commands. The available commands vary depending on whether you are usin g singl e-sit e or mu lti-si te BSR . See

Chapter 12, ‘‘

Best Service Routing (BSR)’’.

6. Enter a maximum of 32 vector commands in the blanks next to the step numbers. See Appendix A

for a complete description of all Call Vectoring commands.

NOTE:

You need not type every letter of each command that you enter. If you type just the first few letters of a command and press

RETURN or TAB, the system

spells out the entire command.

7. Save the vector in the system by pressing

ENTER.

NOTE:

After editing a vector, be certain to verify that the vector will work as you intend it to. This is particularly important if you deleted a step that was the target of a goto step.

Inserting a Vector Step

To insert a vector step complete the following procedure:

1. After entering the change vector command, press

2. At the command line, type i followed by a space and the number of the step you would like to add. You cannot add a range of vector st eps. Enter the command. For example, to insert a new vector step 3, type

3. Type the new vector step.

When a new vector step is inserted, the system automatically renumbers all succeeding steps and renumbers goto step references as necessary. Under certain conditions, attempts to renumber goto step references will result in an ambiguous renumbering situation. In this case, the step reference is replaced by a *. You will receive a warning indicating that you must resolve the ambiguous references and your cursor automatically moves to the first reference that needs to be resolved. You cannot save a vector with unresolved goto references.

You cannot insert a new vector step if 32 steps are already enter ed in the vector . Ho wever, you can extend the vector program to another vector by using the goto vector unconditionally command at step 32.

F6 (edit).

i 3

and enter the command.

DEFINITY ECS Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

Creating an d Editing Call Vectors — The Basics

Deleti ng a Vector Step

To delete a vector step complete the following procedure:

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1. After entering the change vector command, press

2. At the command line, type d followed by a space and the number of the step you would like to delete. Enter the command. You can delete a range of vector steps. For exampl e, to delete steps 2 throug h 5, type

When a vector step is deleted, the system automatically renumbers all succeeding steps and renumbers goto step references as necessary. Under certain conditions, attempts to renumber goto step references will result in an ambiguous renumbering situation. In this case, the step reference is replaced by a *.

For example, if a vector step that is the target of a goto step is deleted, the goto references are replaced by *s. For example, if you delete step 7 when yo u have a vector step goto step 7 if ..., the 7 is replaced by a *.

You will receive a warning indicating that you must resolve ambiguous references and your cursor automatically moves to the first reference that needs to be resolved. You cannot save a vector with unresolved goto references.

How to Create and Construct a Vector

This section is intended to provide you with one logical approach t o constructi ng a vector. In so doing, the section presents a starting 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 phases until a final complete vector is constructed. As each step is presented, you are introduced to one or more new vector commands and/or approaches to vector processing. While it is not practical to present all such commands and approaches along the way to constructing a single final vector, those presented in this tutorial should allow you to get a good grasp of how to use Call Vectoring.

F6 (edit)

d 2-5

and enter the command.

DEFINITY ECS Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

Creating an d Editing Call Vectors — The Basics

Step 1: Queuing a Call to the Main Split

If a call cannot be immediately answered by an agent (or operator), the call is usually queued until an agent becomes available. A call can be connected to an available agent or queued via the vector in Screen 2-4

Page 1 of 1 CALL VECTOR

Number: 27 Name: base Multimedia? n Lock? n

Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y

01 queue-to split 5 pri l 02 _______________ 03 _______________ 04 _______________ 05 _______________ 06 _______________ 07 _______________ 08 _______________ 09 _______________ 10 _______________ 11 _______________

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Screen 2-4. Queuing Call to M ain Split

If an agent is available, the queue-to split command automatically sends the call to the agent without queuing the call. However, if no agent is available, the command queues the call to the main split (or group) of agents. Once the call is sent to the main split queue, the call remains there until either it is answered by an agent or some other treatment is provided.

Each call queued to a split occupies one queue slot in that split. Calls are queued sequentially as they arrive according to the assignment of the priority level. In our vector, note the priority level low is assigned to the call. The priority level establishes the order of selection for each call that is queued. A call can be assigned one of four priority levels: top, high, medium, or low. Within a given split (the main split, in our vector), calls are delivered to the agent sequentially as they arrive to the split queue and according to the priority level assigned. Accordingly, calls assigned a top priority (if any) are delivered to an agent first, calls that are assigned a high priority are delivered second, etc.

Finally, note that the call is queued to Split 5.

DEFINITY ECS Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

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Step 2: Providing Feedback and Delay Announcement

In the last section, we mentioned that a call remains queued until an agent becomes available to answer the call. In the meantime, the caller would no doubt like to hear some feedback assuring him or her that the call is being processed. The vector in Screen 2-5 provides one solution.

Page 1 of 3 CALL VECTOR

Number: 27 Name: base Multimedia? n Lock? n

Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y

01 queue-to split 5 pri l 02 wait-time 10 seconds hearing ringback 03 announcement 2771 04 _______________ 05 _______________ 06 _______________ 07 _______________ 08 _______________ 09 _______________ 10 _______________ 11 _______________

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Screen 2-5. Providing Feedback and Delay Announcement

NOTE:

Announcement 2771 could cont ain th is mes sa ge: "We’re sorry . All of o ur o perator s are busy at the moment. Please hold.”

The wait-time command in step 2 provides a delay of a specified number of seconds before the next vector step is processed. The time parameter may be assigned any even number in the range of 0 through 998. In our vector, the time specified is 10 seconds.

In addition to the delay period, the wait-time command provides the caller with feedback. In our vector, ringback is provided. Other types of feed back t hat can be provided with the wait-time command are: silence; system music; or an alternate audio/music source. For more information see, ‘‘

wait-time Command’’ on page 5-5.

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Theoretically, then, the wait-time command in our vector provides the caller with 10 seconds of ringback. But what happens if an agent answers the call before the wait-time command runs its course? If this happens, the command is terminated (that is, the delay period is ended and the accompanying feedback is sto pped). So, returning to our example,

let’s presume the call is delivered to an agent after four seconds. In such a case, the following is true:

n Caller does not hear the remaining six seconds of ringback, inasmuch as the

delivery of the call to the agent is the primary objective.

n Announcement in step 3 (discussed next) is not played.

If the call is not answered by the time the wait-time command in step 2 is completed, vector processing continues with the announcement command in step 3.

The announcement command consists of a recorded message, and it is often used to encourage the caller to stay on the phone or to provide information to the caller. If a call is delivered to an agent during the announcement command, the announcement is interrupted. Otherwise, the announcement is played from beginning to end. Thereaf ter , the call remains in queue until it is answered by an agent or until the caller hangs up. Multiple callers can be connected to an announcement at any time. See “Recorded Announcements” in the DEFINITY Enterprise Communications Server Release 8 Guide to ACD Call Centers (555-233-503) for more information about announcements.

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Creating an d Editing Call Vectors — The Basics

Step 3: Repeating Delay Announcement and Feedback

The vector in the previous section provides feedback 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 call soon after the announcement is complete, the caller may end up holding the line for too long a time without receiving any further feedback or treatment. The vector in Screen 2-6 provides one solution.

Page 1 of 1 CALL VECTOR

Number: 27 Name: base Multimedia? n Lock? n

Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y

01 queue-to split 5 pri l 02 wait-time 10 seconds hearing ringback 03 announcement 2771 04 wait-time 60 seconds hearing music 05 goto step 3 if unconditionally 06 _______________ 07 _______________ 08 _______________ 09 _______________ 10 _______________ 11 _______________

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Screen 2-6. Repeating Delay Announcement and Feedback

The wait-time command in step 4 of this vector provides additional feedback (this time, music) to the caller. If the call is not answered by the time step 4 completes, the goto step command in step 5 is processed.

Up to this point, we have discussed and illustrated Call Vectoring commands that cause sequential flow (that is, the passing of vector processing control from the current vector step to the next sequential vector step). The goto step command is an example of a Call Vectoring command that causes branching (that is, the passing of vector processing control from the current vector step to either a preceding or succeeding vector step).

The goto step command in step 5 allows you to establish an announcement-wait loop that continues until the agent answers the call. Specifically, the command makes an unconditional branch to the announcement command in step 3. If the call is not answered by the time the announcement in step 3 is complete, control is passed to the wait-time command in step 4. If the call is still not answered by the time this command completes, control is passed to step 5, where the unconditional branch is once again made to step 3. As a result of the established loop, the caller is provided with constant feedback.

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Creating an d Editing Call Vectors — The Basics

Step 4: Queuing a Call to a Backup Split

Up to this point, we have dealt with a call queued to one split: the main split. However, Call Vectoring allows a call to be queued to a maximum of three splits simultaneously. If a call is queued to multiple splits, the call has a better chance of being answered more quickly. Multiple split queuing is especially useful during periods of heavy call traffic.

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The vector in Screen 2-7

Page 1 of 1 CALL VECTOR

Number: 27 Name: base Multimedia? n Lock? n

Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y

01 queue-to split 5 pri l 02 wait-time 10 seconds hearing ringback 03 announcement 2771 04 wait-time 10 seconds hearing music 05 check split 7 pri m if calls-queued < 5 06 wait-time 60 seconds hearing music 07 announcement 2881 08 goto step 5 if unconditionally 09 _______________ 10 _______________ 11 _______________

allows a call to queue to two splits.

Screen 2-7. Queuing Call to Backup Split

W e have already discussed how the queue-to split command in step 1 queues the call to the main split. If the call is not answered by the time the wait-time command in step 4 completes, the check split command in step 5 attempts to queue the call to backup Split 7 at a medium priority. The condition expressed in the command (if calls-queued < 5) determines whether or not the call is to be queued to the backup split. Specifically, if the number of calls currently queued to Split 7 at a medium or higher priority is less than 5, the call is queued to the split. Note that if the call is queued, the call in this case is assigned a medium priority instead of a low priority, which is assigned if the call is queued by the queue-to split command in step 1. It is a good practice to raise the priority level in subsequent queuing steps in order to accommodate callers who have been holding the line for a period of time. (We could have even assigned a hig h priority instead of just a medium priority in step 5.)

The calls-queued condition is one of seven conditions that can be included in the check

split command. The other conditions are unconditionally, average speed of answer (rolling-asa), available agents, staffed agents, expected wait time and oldest call waiting.

As is true for the queue-to split command, the check split comma nd can queue a call at one of four priorities: low, medium, high or top.

We are including a queuing step within the loop, thus giving the call repeated opportunities to queue (if necessary). The call queues to split 7 only once.

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Step 5: Checking the Queue Capacity

It is a good practice to check the main split queue for the number of calls already queued before allowing another call to queue to the split. The reason for this is that there is a limited number of queue slots assigned to each split. The number of such slots assigned to each split is defined in the queue length field on the hunt group screen. A call that attempts to queue to a split with no available queue slots cannot be queued to that split and, accordingly, the queue-to split command fails. Vector processing would then continue with the next vector step. The vector in Screen 2-8 capacity.

Page 1 of 1 CALL VECTOR

Number: 27 Name: base Multimedia? n Lock? n

Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y

01 goto step 10 if calls-queued in split 5 pri l > 20 02 queue-to split 5 pri l 03 wait-time 10 seconds hearing ringback 04 announcement 2771 05 wait-time 10 seconds hearing music 06 check split 7 pri m if calls-queued < 5 07 wait-time 60 seconds hearing music 08 announcement 2881 09 goto step 6 if unconditionally 10 busy 11 _______________

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Screen 2-8. Checking Queue Capacity

A check of split 5 is implemented by the goto step command in step 1. In Screen 2-8

, 21

slots are assigned to split 5 (that is, the queue length for split 5 is 21). Accordingly, the

goto step command tests whether th e split contains more than 20 calls via the condition if calls-queued in split 5 > 20 pri l. If this test is successful, control is passed to the busy

command in step 10. The busy command gives the caller a busy signal and eventually causes the call to drop.

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Creating an d Editing Call Vectors — The Basics

On the other hand, if 20 or fewer calls at a medium priority are already qu eued to the m ain split when step 1 executes, the queue-to split command in step 2 queues the call, and vector processing continues at step 3.

NOTE:

Instead of providing the caller with a busy tone if the queue-to split step cannot queue the call, we can queue the call to another split that is designed to serve as a backup split. To do this, we can change the step parameter for the goto step

command from 10 to 6 (so that the command reads goto step 6.....). In such a case,

control is passed from step 1 to the check split step (step 6). Inasmuch as this queuing step is included within a continuous loop of steps (steps 6 through 9), continuous attempts to queue the call are now made (if necessary).

Step 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 playing the appropriate recorded message. The following vector, Screen 2-9 this regard. This vector would be used for a company that was open seven days a week, from 8:00 A.M to 5:00 P.M., including Saturday and Sunday.

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and Screen 2-10, illustrates one approach in

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Page 1 of 2 CALL VECTOR

Number: 27 Name: base Multimedia? n Lock? n

Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n

Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y

01 goto step 12 if time of day is all 17:00 to all 8:00 02 goto step 11 if calls queued in split 5 pri l > 10 03 queue-to split 5 pri l 04 wait-time 10 seconds hearing ringback 05 announcement 2771 06 wait-time 10 seconds hearing music 07 check split 7 pri m if calls-queued < 5 08 wait-time 60 seconds hearing music 09 announcement 2881 10 goto step 6 if unconditionally 11 busy

Screen 2-9. Checking for Non-Business Hours (Screen 1 of 2)

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Page 2 of 2 CALL VECTOR

12 disconnect after announcement 3222 13 _______________ 14 _______________ 15 _______________ 16 _______________ 17 _______________ 18 _______________ 19 _______________ 20 _______________ 21 _______________ 22 _______________

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Screen 2-10. Checking for Non-Business Hours (Screen 2 of 2)

NOTE:

Announcement 3222 could contain th is mess age: "We’re sorry . Our of fice is closed . Please call back any day between 8:00 A.M. and 5:00 P.M."

The goto step command in step 1 checks if the call arrives during non-business hours. Specifically, if the call arrives between 5:00 P.M. and 8:00 A.M. on any day of the week, the command passes control to step 12. The disconnect command in step 12 includes and provides an announcement that first gives the caller the appropriate information and then advises him or her to call back at the appropriate time. Th e command then disc onnects the caller.

On the other hand, if the call does not arrive during the specified hours, control is passed to step 2, and vector processing continues. On st ep 2, split 5 is check ed for calls waiting at priority low and above (that is, for all priorities).

NOTE:

As an alternative to disconnecting callers who place a call during non-business hours, you can allow callers to leave a message by including the messaging split command within the vector. See Chapter 5

for more details.

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Call Vectoring Fundamentals

Call V ectorin g Fundament als

Introduction

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The manner in which a call is processed depends how the DEFINITY Enterprise Communications Server (ECS) and the Call Vectoring software are implemented. The success of the call processing relies on:

n Resources available to process a call (for example, agents, splits, software,

hardware), or call management

n How the call is processed using Vector Processing, including VDN usage, vector

control flow, and intelligent use of the vectoring programming capabilities.

This chapter discusses these fundamental components of Call Vectoring.

Call Management

When a call is placed to a system with Call Vectoring activated, the call accesses the appropriate vector(s) via a Vector Directory Number (VDN). A VDN is a soft extension number not assigned to an equipment location. Each VDN maps to one vector , and several VDNs may map to the same vector. (The VDN is fully discussed later in this chapter).

Once the call goes to a vector, the call’s routing and treatment are determined by the commands in the vector. Processing starts at the first step and then proceeds usually sequentially through the vector. Any steps left blank are skipped, and the process automatically stops after the last step in the vector.

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Call Vectoring allows the chaining of vector steps and vectors. Accordingly, one vector can direct the call to another vector or VDN, which in turn can direct the call to yet another vector , etc. Note, howev er, that a maximum of 1,000 vector steps can be executed for any call. When a call enters vector processing, a loop counter keeps track of the number of vector steps executed. If the loop counter exceeds 1,000, a stop command is executed. When the interflow-qpos conditional is used, however, the execution limit is automatically increased to 3,000 steps (because this conditional is designed to make rapid LAI loops practical).

When a call is delivered to an available agent, the agent can see the information associated with the VDN (for example, the VDN name) on his/her display (if present) and, as a result, can respond to the call with knowledge of the service or response required.

In the real world, of course, not every call placed to a site is immediately answered by an agent. (The customer often has fewer agents than the maximum simultaneous call capacity. Therefore, calls will have to be queued.) The following sections discuss how calls are routed and/or queued via Call Vectoring. Subsequent sections discuss agent states, priority levels, caller feedback, and caller control.

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Call Flow

Calls enter a vector and execute steps sequentially beginning with step 1, unless there is a

goto step. Most steps take microseconds to execute. The exception is steps with announcement, wait-time and collect digits commands. A 0.2 second wait occurs after

every seven executed steps unless an explicit wait has occurred. Note that wait-time with 0 seconds is not an explicit wait.

Call Vectoring uses several call flow methods to redirect and/or queue calls. These methods involve the use of the Call Vectoring commands, which are described later in this chapter. The methods for queuing and redirecting calls follow:

Multiple split queuing

Intraflow

allows calls unanswered at a split within a predefined time frame to be

allows a call to queue to up to three splits.

redirected to one or more other splits on the same switch. If redirection depends upon a condition to be tested, the process is referred to as conditional intraflow.

Interflow

allows calls directed to a vector to be redirected to an external or non-local split destination. This destination is represented by a number programmed in the relevant vector. Calls can be routed to an attendant (or attendant queue), a local extension, a remote [that is, Uniform Dialing Plan (UDP)] extension, an external number, or a VDN.

Look-Ahead Interflow

can be implemented for call centers with multiple ACD locations connected via an ISDN-PRI. This method allows a call to interflow only if a remote location is better equipped to handle the call. Look-Ahead Interflow (LAI) can occur only when the proper conditions at the receiving switch are met.

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Best Service Routing

™ allows the DEFINITY ECS/switch to compare specified splits or skills, identify the split or skill that will provide the best ser vice to a call, and deliver the call to that resource. If no ag ents are currently av ailable in that split or skill, the call is queued. BSR is available in single and multi-site versions. Single-site BSR compares splits or skills on the DEFINITY ECS/switch where it resides to find the best resource to service a call. Multi-site BSR extends this capability across a network of DEFINITY ECS/switches, comparing local splits or skills, remote splits or skills, or both, and routing calls to the resource that will provide the best service.

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 about the calling party. The adjunct uses this information to determine, from its databases, the best place for the switch to send the call. The adjunct then passes this routing information back to the switch.

Each of these call control flow methods is fully discussed in the upcoming chapters.

Caller Control

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Call Vectoring allows for the temp orary tran sfer of call management control to the caller via several means, as follows:

Caller-Selected Routing

. If Call Prompting is enabled, the customer can prompt the caller to input information in the form of dialed digits from a touch-tone telephone or from an internal rotary telephone that is located on the same switch. (A recorded announcement is usually used for prompting purposes.) Once the caller inputs the digits, the call is efficiently and accurately routed to the correct department or destination. This procedure can significantly reduce the number of transferred calls and thus better satisfy the caller’s needs.

In addition, if Call Prompting and Vectoring (CINFO) are enabled, the vector can collect caller entered digits that are passed from the network by way of an ISDN message. These digits can be used to enhance caller control in the same way as digits collected directly by the DEFINITY ECS/switch.

Messaging

is a means of satisfying customer demand during peak calling periods. The caller can leave a v oice message in th e event that the call cannot be or has not yet been answered. When messaging is enabled, control is eventually passed to the Audio Information Exchange (AUDIX) or message service split. AUDIX is a voice mail adjunct that allows you to record, edit, forward, and retrieve voice messages to and from callers.

Subsequent chapters discuss these procedures in more detail.

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Call Queuing to Splits

Basic Call Vectoring is used primarily to control the call activity of ACD splits. Basic Call Vectoring can queue calls to up to three such splits simultaneously at any one of four priority levels. This process is called multiple split queuing. The first split to which a call is queued via this process i s called the main split, while the second split and the third split (if necessary) are called backup splits.

Multiple split queuing serves to provide better service to the caller, and it also enables a better utilization of agents. A call remains queued until either vector processing terminates or the call reaches an agent or another destination. (Vector processing termination is discussed later in this chapter.)

When an agent becomes available in any split to which the call is queued, the following events take place:

n The call begins alerting the agent (or connects if it is automatically answered). n The call is removed from any other queues. Announcements, music, ringback, or

other audio source are also removed.

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n Vector processing terminates.

Note that these actions always happen immediately, even if the caller is receiving call treatment (for example, hearing an announcement). (Call treatments are discussed later in this chapter.)

Multiple split queuing is illustrated in Chapter 5, ‘‘

Split Queue Priority Levels

If a call is queued without Call Vectoring enabled, the call is tracked at one of two priority levels: Medium and High. On the other hand, if a call is queued via Call V ectoring, the call can be assigned one of four priority levels: Top, High, Medium, and Low. Within each priority level, calls are processed sequentially as they arrive. This is equivalent to a FIFO (first-in, first-out) order. A vector can be administered to queue calls at any of the four priority levels.

NOTE:

A direct agent call is always given the highest priority and, as a result, it is usually delivered before a call that is directed to a split. The exception is when skill-level Call Handling Preference is optioned and the skill administered to receive direct agent calls is not administered as the agent’s highest skill level. (A direct agent call is an ACD call that is directed to a specific ACD agent rather than to any available ACD agent in the split. See ‘‘ information.)

Basic Call Vectoring’’.

Direct Agent Calling’’ on page 14-35 for more

NOTE:

If a call is already queued to one or more splits that are currently intended to serve as backup splits, the call could be requeued at the new priority level indicated in the command step. (For further details on requeuing, see Appendix A

DEFINITY ECS Release 8 Call Vectoring/Expert Agent Selection (EAS) Guide

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Agent Work Mode

Call Vectoring can make call management decisions according to real-time agent work modes. These states, available-agents and staffed-agents, can appear as conditions within the check split and goto Call Vectoring commands (that is, the commands can check for the number of available agents or staffed agents).

For ACD splits, staffed-agents represents the number of agents logged-in. Available-agents represents the number of agents logged-in and ready to receive an ACD call.

For non-ACD hunt groups, staffed-agents is synonymous with administered, since hunt groups do not have any log-in, lo g-o ut, or w ork modes . Available-agents is the number of agents ready to receive a hunt group call.

For ACD calls, an agent’s state is further defined by the relevant work mode. The

following list describes these mode s:

n After-Call-Work Mode makes the agent unavailable to receive any ACD calls for

any split. This mode can be used when the agent is doing ACD call-related work and can be implemented on a timed basis (Timed ACW). The system automatically places the agent into ACW after the agent completes a call that was received while in the manual-in work mode. In addition, the system can be administered through the Vector Directory Number or Hunt Group forms to automatically place agents into ACW for an administered per iod of time following the completion of each ACD call received while in the auto-in work mode.

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n Auto-In W o rk M ode makes the agent availab le to receive ca lls and allows the agent

to receive a new ACD call immediately after disconnecting from the previous call. When Multiple Call Handling is enabled an agent in Auto-In Work Mode can receive additional ACD calls while still active on a call.

n Auxiliary-Work Mode makes the agent unavailable to receive any ACD calls for

the specified split. This mode can be used when an agent is performing non-ACD activities, such as going on a break.

n Manual-In Work Mode makes the agent available to receive calls and

automatically puts the agent into the After Call Work Mode after disconnecting from an ACD call. When Multiple Call Handling is enabled an agent in Manual-In Work Mode can receive additional ACD calls while still active on a call.

See the DEFINITY Enterprise Communications Server Release 8 Guide to ACD Call Centers (555-233-503) for a more complete description of agent work modes and Multiple Call Handling.

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Calling Party Feedback

The initial feedback a caller hears as the call is being processed by a vector depends upon the origin classification of the call, which can be one of the following:

n Internal (internal call from another Generic 3 user). n Non-CO (incoming call over a DID or tie trunk over which incoming digits are

received).

n CO (incoming call over a CO or automatic type tie trunk over which no digits are

received).

For an internal or a non-CO call, the caller hears silence until one of the following vector steps is reached:

n Wait with system music, ringb ack, or an alternate audio/musi c source (Caller hears

system music, ringing, or the music or audio associated with an administered port.)

n Announcement (Caller hears the announcement.) n Busy (Caller hears a busy tone.)

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n Call alerting an agent or at a station (Caller hears ringing or the agent answering

the call.)

For a CO call, the caller hears CO ringback until one of the following vector steps is reached:

n Announcement (Caller hears the announcement.) n Wait with system music or alternate audio/music source (Caller hears system

music, or the music or audio associated with an administered port.)

n Call answered (Caller hears the agent or voice response answering the call.)

For a CO call for which answer supervision has already been supplied (via the processing of an announcement or the issuing of a wait-time command), the caller may hear any of the following:

n Announcement when any announcement command is processed. n Ringback, silence, system music, or an alternate audio/music source when a

wait-time command is processed.

n Busy when a busy command is processed. n Ringback when the call is alerting a station.

Regardless of the call’ s origin, the caller can ex pect to hear dif ferent forms of the feedb ack described in this section as the relevant vector steps are processed. Examples of how subsequent caller feedback is provided in the vector appear in Chapter 5, ‘‘

Basic Call

Vectoring’’ and in several of the fo llowing chapters.

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Dialed Number Identification Service (DNIS)

In the traditional ACD arrangement, each agent in a given split is trained to answer calls relevant to one specific purpose in an efficient and professional manner. However, ACD managers have recognized the need to enhance this arrangement in which each split is limited to a single call-answering task.

To this end, there is a split arrangement available in which each group of agents is proficient in dealing with several types of calls. The intent is to service multiple call types with the use of fewer agents overall and with less administrative intervention by the ACD manager. Usual economies of scale come into play here. For example, where five agents might be needed in each of three smaller splits (15 agents total) to handle three types of calls, only 11 or 12 agents might be needed in the combined split.

T o aid in providing capabilities such as the o ne just presented, a network service known as Dialed Number Identification Service (DNIS) is available. DNIS enables a unique multidigit number (of usually four digits) that is based on the dialed number to be

associated with the call (sent to a customer’s telephone, sent to a host computer with ASAI applications, used to provide dif ferent treatments for the call, etc.). The number that is sent depends upon the telephone number dialed by the caller. Each DNIS number in your telephone system can be programmed to route to an ACD split comprised of agents who are proficient in handling several types of calls.

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Call Vectoring takes the DNI S number from the network and interprets this number as a VDN. When the call is delivered to the agent terminal, the unique name assigned to the particular VDN is displayed on the agent’s terminal. This allows the agent to know the specific purpose of the call. As a result, the agent can answer with the appropriate greeting and be immediately prepared to service the customer.

Vector Processing

If Call Vectoring is in effect, telephone calls are processed by one or more programmed sequences of commands called vectors.

The following sections provide a general overview of vector processing. To this end, the following topics are discussed:

n Vector Directory Number (VDN) n Vector control flow n Programming capabilities

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Vect or Directory Number

Within Call Vectoring, calls access the appropriate vector(s) via a Vector Directory Number (VDN). A VDN is a soft extension number that is not assigned to an equipment location. In effect, the digits dialed by a caller or sent to the DEFINITY ECS/switch from an external network are translated within the system as a VDN.

The VDN points to the vector, and it defines the service desired by the caller. The VDN also serves as the application number, and it allows for specific call-handling and agent-handling statistical reporting within both the DEFINITY Basic Call Management System (BCMS) and the CentreVu Call Management System (CMS) for each application handled by the call center.

VDNs are assigned to different vectors for different services or applications that require specific treatments. Any number of VDNs can be assigned to the same vector . As a result, the same sequence of treatments can be given to calls that reach the system via different numbers or from different lo catio ns .

The VDN has several properties. These properties are administered by the System Manager on the Vector Directory Number administration form, as shown below.

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change vdn xxxxx page 1 of 2

Extension: 2001 Name: vdn 2001 Vector Number: 1 Attendant Vectoring? n Allow VDN Override? n COR: 1 TN: 1 Measured: internal Acceptable Service Level (sec): 20 VDN of Origin Annc. Extension: 1st Skill: 2nd Skill: 3rd Skill:

VECTOR DIRECTORY NUMBER

Screen 3-1. Vector Directory Number (VDN) Form Page 1

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Audix Name: Messaging Server Name: Return Destination: VDN Timed ACW Interval: BSR Application: BSR Available Agent Strategy: 1st-found Delay ISDN CONNECT message? n

VECTOR DIRECTORY NUMBER

Screen 3-2. Vector Directory Number (VDN) Form Page 2

Extension

Name

. Extension number used to identify the VDN.

. Name that is associated with the VDN. This name, which is shown on

agents’ displays, is optional and can contain up to 27 characters. The n ame may be truncated on agents’ displays depending on the application. When information is forwarded with an interflowed call, only the first 15 characters are sent.

Allow VDN Override

. Option that allows the name and other attributes of a subsequently routed to VDN to be used instead of the name and attributes of the current VDN. See ‘‘

COR (Class of Restriction)

VDN Override’’ on page 3-11 for more information.

. 1- or 2-digit number that specifies the COR of the

VDN.

NOTE:

As a security measure, you can deny incoming callers access to outgoing facility paths by configuring the COR of the VDN to prohibit outgoing access. For details, refer to the GBCS Products Security Handbook (555-025-600).

TN.

The Tenant Partition Number for this VDN.

Vector Number

. Identification number that determines which vector is activated

when a call comes into a VDN. Several VDNs may send calls to the same vector.

AUDIX Name

. Only displayed for G3r. The name of the AUDIX that is

associated with the VDN as it appears on the Adjunct Names form.

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Messaging Server Name

server as it appears in the Adjunct names form.

Measured

by BCMS, exte rnally by CMS, by both BCMS and CMS, or not at all .

Acceptable Service Level

VDN should be answered.

VDN of Origin Annc. Extension

announcement. Only displayed if VDN of Origin Announcement is optioned.

1st/2nd /3 r d S k il l

skill numbers associated with the VDN.

Return Destination

call will be routed if it returns to vector processing after the agent drops the call. Only displayed if VDN Return Destination is optioned.

VDN Timed ACW Interval

auto-in work mode who receives a call from this VDN is automatically placed into After Call W ork (ACW) when the call drops. The interval is the number of seconds the agent will remain in ACW following the call. This setting will override the Hunt Group form setting for Timed ACW.

. Indicates whether data about the VDN is being measured internally

. Only displayed with Expert Agent Selection (EAS). Gives the

. Only displayed for G3r. The name of the messaging

. The number of seconds within which calls to this

. The VDN extension number to which an incoming trunk

— When a value is entered in this field, an agent in

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BSR Application

enter a 1- to 3-digit number to specify an application plan for the VDN.

BSR Available Agent Strategy

how Best Service Routing identifies the “best” split or skill to service a call when available agents are found. To use Best Service Routing with this VDN, enter an agent selection strategy in this field. Acceptable entries are 1 st-foun d, UC D-LOA, UCD-MIA, EAD-LOA, and EAD-MIA.

VDNs can be preassigned to incoming (automatic) trunk groups, or they can be sent in digit form to the DEFINITY ECS/switch by the public or a private ne twork. The dig its sent to the system can come from the serving Central Office (CO) or toll office via the Direct Inward Dialing (DID) feature or DNIS. The digits can also come from another location via dial-repeating tie trunks, or they can be dialed by an internal caller. For a non-ISDN call, the last four digits of the number are sent to the system, while for an ISDN call, the entire 10-digit number is sent.

The last four or five digits of the destination address passed to the PBX/ACD on a DID/DNIS or on a dial tie-trunk call comprise the VDN. Automatic trunks do not pass destination address digits. Instead, each such trunk always routes to a specific incoming destination that is programmed for the corresponding automatic trunk group. The destination can be an attendant queue, an extension, a hunt group number, or a VDN.

— To use multi-site Best Service Routing with this VDN,

— The available agent strategy determines

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Call Vectoring Fundamentals

VDN Override

VDN Override allows information about a subsequently routed to VDN (if any) to be used instead of the information about the current VDN. This information includes:

n The name of the subsequent VDN n Skill sets n Messaging split command with the “active” entry n VDN of Origin Announcement n Tenant number n VDN Timed ACW Interval n VDN Return Destination with the condition that once the call leaves vector

processing for the first time, the Return Destination never changes. See Appendix

C, ‘‘VDN Return Destination Considerations’’ for more information.

n BSR Application n BSR Available Agent Strategy

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NOTE:

Throughout this document the “active” VDN is the active called VDN as modified by VDN override rules. The “latest” VDN is the most recent VDN to which th e call was routed.

VDN Override can be used in conjunction with a vector that prompts the caller for a particular service. Let’ s say, for example, a call is placed to an automobile dealer. Like any such dealer, this one consists of several departments, including “Sales” and “Parts.” Let’s presume the caller wants to talk to someone in “Sales.” In such a case, the call comes into the “Main” vector (whose VDN name is “Main”) and is eventually routed to the “Sales” vector (whose VDN name is “Sales”). If VDN Override is assigned to the “Main” VDN, the “Sales” VDN name appears on the agent’s display when the call is finally connected to the agent. This process is illustrated in Figure 3-1

. In this example, the “Sales” VDN is the active VDN as well as the latest VDN. If VDN override had not been assigned to the “Main” VDN, the agent’s display would have shown “Main.” In this case, “Main” would be the active VDN while “Sales” would be the latest VDN.

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MAIN VECTOR

(NAME = “MAIN”)

NCOMING

CALL

OVERRIDE ASSIGNED)

VDN1

(VDN DISPLAY

ROUTE TO VDN2

QUEUE TO MAIN SPLIT

VDN2

Figure 3-1. VDN Override Assigned to Originally Called VDN

SALES VECTOR

(NAME = “SALES”)

”SALES”

VDN in a Coverage Path

A VDN can be assigned as the last point in a coverage path. Whenever a VDN is assigned as such, a call goes to coverage and can then be processed by Call Vectoring or Call Prompting (if either is enabled). Accordingly, the Call Coverage treatment for the call is extended (that is, coverage can be sent to an external location, or the type of co verag e can be control led by the caller).

VDN in a coverage path is used for a number of applications, including:

n Sending direct agent calls or personal calls to an agent (EAS required). n Routing coverage calls off-premises via the route-to command. n Serving as a coverage point for specific call operations (for example, sending calls

to a secretary during the day and to AUDIX at night).

Using a VDN as a coverage point is illustrated in Chapter 5, ‘‘

information about interactions, see the DEFINITY Enterprise Communications Server Release 8 Administrator’s Guide (555-233-502).

Basic Call Vectoring’’. For

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Redirect on No Answer to a VDN

The Redirection on No Answer (RONA) feature redirects a ringing ACD call after an administered number of rings. It prevents a call from ringing indefinitely at a terminal when an agent does not answer. When a call is redirected, the system puts the agent into AUX work so that the agent is no longer available to receive ACD calls unless the agent has an active or held ACD call. In the case of Auto-Available Splits, the system logs the agent out when a call is redirected.

A VDN can be administered as the destination of a RONA redirected call. In this way, a call that is not answered can be redirected to a VDN to receiv e special treatment. En ter the number of the destination VDN for a RONA call in the Redirect to VDN field on the Hunt Group form. All calls that are redirected by RONA from that split are sent to the same administered VDN. If no destination VDN is administered, but the number of rings for redirection is entered, the call redirects back to the split/skill.

Direct Agent calls that are not answered follow the agent’s coverage path. If no coverage path is administered calls will redirect to the VDN administered on the agent’s first primary skill.

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See the Redirection on No Answer description in the DEFINITY Enterprise Communications Server Release 8 Administrator’s Guide (555-233-502) for a more

detailed description of RONA.

Service Observing VDNs

The Service Observing feature provides the option of being able to observe VDNs. With this option an observer selects a specific VDN and bridges onto calls (one call at a time) that have just started vector processing for that VDN. The observer hears all tones, announcements, music, and speech that the caller and the agent hear and say, including Call Prompting and caller dialing. Also, the observer hears VDN of Origin Announcements. Once the system makes an observing connection to a call in vector processing, it maintains the connection throughout the life of the call until the call is disconnected or until the observer hangs up. This is true even if the call is routed or

transferred externally. See “Service Observing” in the DEFINITY Enterprise Communications Server Release 8 System Description (555-230-211) for complete information about Service Observing VDNs.

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Vector Control Flow

Vector Processing starts at the first step in the vector and then proceeds sequentially through the vector unless a goto command is encountered. Any steps left blank are skipped, and the process automatically stops after the last step in the vector.

The Call Vectoring “programming language” provides three types of “control flow” that serve to pass vector-proces sing control from o ne vector step to anot her . Co ntrol flow types are described in the following list.

Sequential flow

the following step. Most vector commands allow for a sequential flow through the vector.

NOTE:

Any vector command that fails automatically passes control to the following step.

Unconditional branching

vector step to either a preceding and/or succeeding vector step or to another vector (for example, goto step 6 if unconditionally).

passes vector-processing con trol from the current vector ste p to

unconditionally passes control from the current

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Conditional branching

conditionally passes control from the current vector step to either a preceding and/or succeeding vector step or to a different vector. This type of branching is based o n the testi ng of thresh old cond itions (for example, goto vector 29 if staffed-agents in split 6 < 1).

Each of these control flow types is fully described in the upcoming chapters.

NOTE:

With one exception, call vectoring has an execution limit of 1,00 0 steps. Once a call enters vector processing, a “loop counter” keeps track of the number of vector steps executed. If the loop counter exceeds 1,000, a stop command is executed. W hen the interflow-qpos conditional is used, however, the execution limit is automatically increased to 3,000 steps (because this conditional is designed to make rapid LAI loops practical).

NOTE:

An implicit wait of one second is provided after every seven vector steps if vector processing is not suspended during any one of these steps (see the wait-time command manual pages in Appendix A, ‘‘

Call Vectoring Commands ’’).

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Termination vs. Stoppi ng

For the purposes of this guide, the expression vector processing terminates means a call

has completely left vector processing. This occurs when the call is alerting at an agent’s station, is abandoned by the calling party, receives a forced disconnect or a forced busy, or is successfully routed to an extension or to an off-premises number.

It is important to differentiate between vector processing termination and stopping, the latter of which is caused by the stop command or by the execution of the final step in the vector. Whereas vector processing termination removes the call from the queue if the call is queued, the stop command prevents the processing of new vector steps but leaves the call in queue as the calling party receives feedback, such as ring back. If v ector p rocessin g stops and the call is not queued, the call is dropped.

Vector processing termination and the stop command are discussed and illustrated later in this guide.

Programming Capabilities

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The Call Vectoring commands can perform a number of functions relevant to processing telephone calls. A brief explanation for each of these functions follows.

Providing call treatments

. The caller can be provided with a recorded announcement explaining that, at the moment, an agent cannot answer the call for some reason (for example, there are no agents available, the work day is over, etc.). Announcements also provide the caller with instructions and encouragement. Also, audible feedback (silence, ringback, system music, or an alternate audio or music source) or a busy tone can be provided to the caller. Provisions can also be made to delay vector processing a specific number of seconds before the next vector step is executed. Also, when necessary, the call can be disconnected. Finally, a session with voice mail (AUDIX) can be initiated.

Routing calls

. Calls not immediately answered by an agent can be queued to one or more splits, as explained earlier in this chapter. A caller can also leave a recorded message if he or she chooses to do so. Finally, a call can be routed to a number programmed in the vector or to digits collected from the caller.

Branching/programming

. Branches can be made from one vector step to another such step or to another vector. This can be done unconditionally as well as conditionally. Conditional branching is done according to a number of conditions (for example, number of available agents in a split, number of calls in a split queue, the number of the phone the call is made from, etc.). Finally, vector processing can be stopped when necessary.

Collecting and acting on information

. Optionally, touch-tone digits can be collected and serve as the basis for further vector processing (for example, a specific agent can be reached via touch-tone digit(s) entered by the caller).

Executing VRU scripts

. Voice scripts housed within a Voice Response Unit (VRU) can be executed for the caller. Voice scripts provide the caller with information or instructions, and the caller can often make an appropriate response thereto (by, for example, entering touch-tone digits).

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Command Summary

This section lists and describes the commands used by the Call Vectoring features. The list is meant to help familiarize the reader with these commands. The commands are explained further in Chapter 5

Adjunct Routing

Basic Call Vectoring are optioned. The command causes a message to be sent to an ASAI adjunct requesting routing instruction s.

Announcement

Busy

Check

the call to that resource. The command either connects to an agent in the split/skill or puts the call into its queue (at the specified queuing priority level) if the condition specified as part of the command is met. A call may be queued to up to three different splits or skills simultaneously.

Collect Digits

vector processing, sent by the network, or received from an adjunct. An optional announcement can be played first when the digits are being collected directly from the caller.

through Chapter 9 and also in Appendix A.

is available only when the CallVisor ASAI capabilities and

provides the caller with a recorded announcement.

gives the caller a busy signal and causes termination of vector processing.

conditionally checks the status of a split or skill for possible termination of

collects up to 16 digits that are either entered by the caller during

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Consider Location

obtains the EWT and agent data needed to identify the best remote location in multi-site Best Service Routing applications. One consider step must be written for each location you want to check.

Consider Split/Skill

obtains the EWT and agent data needed to identify the best local split or skill in single-site Best Service Routing vectors. One consider step must be written for each split or skill you want to check.

Converse-on Split

integrates Voice Response Units (VRUs) with the DEFINITY ECS/switch. Specifically, the command allows voice response scripts to be executed while the call remains in queue, and it allows the passing of data between the DEFINITY ECS/switch and the VRU.

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 immediately before the disconnect.

Goto Step

is a branching step that allows conditional or unconditional movement to a preceding or succeeding step in the vector. Conditional branching is determined by a number of factors (for example, number of calls queued in the split, number of staffed agents in the split, etc.).

Goto Vector

is a branching step that allows conditional or unconditional movement to another vector. Conditional branching is determined by a number of factors (for example, number of calls queued in the split, number of staffed agents in the split, etc.).

Messaging Split

allows the caller to leave a message for a specified extension o r

the VDN extension (default).

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Queue-to

unconditionally queues a call to a split or skill and assigns a queuing priority level to the call in case no agents are available. A call sent with this command either connects to an agent in the split or skill or enters its queue.

Queue-to attd-group

queues a call to a specified attendant group. A call sent with this command either connects to an available agent within the group or enters the queue if no agent is available.

Queue-to attendant

queues a call to an agent. The call will only queue to the

agent is the agent is a member of the TN associated with the call.

Queue-to hunt group

queues a call to up to three hunt groups. A call sent with this command either connects to an agent in the hunt group or enters the hunt group queue.

Reply-best

returns data to another switch in response to a status poll. Reply-best

is only used in status poll vectors in multi-site Best Service Routing applications.

Route-to Digits

routes the call to the destination specified by a set of digits

collected from the caller by the previous collect digits step.

Route-to Number

routes the call to the destination specified by the administered

digit string.

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Stop

terminates the processing of any subsequen t vector steps .

Wait-Time

is used to specify whether the caller will hear ringback, system music, silence, or an alternate audio or music source while the call is waiting in queue. The command also delays the processing of the next vector step by the specified

delay time that is included in the command’s syntax.

NOTE:

Complete operation details for the route-to commands are included in Appendix H.

Condition Testing within the Commands

As was mentioned in the previous section, a number of the Call Vectoring commands are implemented according to a tested condition that comprises part of the command. In other words, for example, if the condition expressed in the command is true, the command action is executed. On the other hand, if the condition expressed in the command is false, the command action is not implemented, and the next vector step is processed.

The following list provid es a set of co nditions that mi ght compri se the condi tional porti on of a Call Vectoring command. The available set of conditions is d ependent u pon the optional features that have been enabled. See Appendix M, ‘‘ more information. Refer to Appen di x A

for the syntax of each condition.

n Number of staffed agents in a split (explained earlier in this chapter) n Number of available agents in a split (explained earlier in this chapter)

Feature Availability’’ for

n Number of calls queued at a given priority to a split n Amount of time that the oldest call has b een waiting in a split n Average Speed of Answer for a split or a VDN

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n Expected Wait Time for a split or for a call that has entered vector processing n Reduction in Expected Wait Time if a call is queued to a backup resource n The number of calls in a queue that are eligible for interflow processing (using

interflow q-pos)

n Number of calls active in a VDN n Caller identity (ANI) n Type of originating line (ii-digits) n Digits entered by the caller, sent in an ISDN message from the network (CINFO),

or received from an ASAI or VRU adjunct

n Time-of-day and day of the week that the call is placed

NOTE:

The syntax for this condition can be illustrated by a couple of examples, as follows:

mon 8:01 to fri 17:00 means “anytime between 8:01 A.M. Monday through 5:00 P.M. Friday,” and all 17:00 t o al l 8:00 means “between 5:00 P.M. and 8:00 A.M. on any day of the week.”

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Depending upon the condition, specific comp arison operator s ([for exam ple, < (less than ), > (greater than), = (equal to), <= (less than or equal to), >= (greater than or equal to), <> (not equal to)]) and a threshold (that is, a range of accep ted n umerical en tries) might b e in effect.

The chapters on the Call Vectoring features illustrate condition checking in more detail.

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Call V ect oring On-Site Customer Applications

Introduction

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4-1Introduction

This chapter is presents several generic applications of Call Vectoring. Each application is based on one or more of the Call Vectoring features discussed in this guide. Vector exercises are provided at the end of the chapter.

Table 4-1

numbered according to the order in which they appear within the chapter. The name of the section in which each example appears is listed first.

Table 4-1. Applications and Corresponding Feature(s)

Section Title

Customer Service Center 1 Basic Call Vectoring Automated Attendant 2 Call Prompting DIVA and Data/Message Collection 3 Call Prompting, Basic

Distributed Call Centers 4 Look-Ahead Interflow,

Help Desk 5 Adjunct Routing,

identifies the feature(s) used in each example in this chapter. The examples are

Example No. Feature(s) Used

Call Vectoring

Basic Call Vectoring

Call Prompting, Basic Call Vectoring

Continued on next page

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Table 4-1. Applications and Corresponding Feature(s)

Section Title

Insurance Agency/Service Agency 6 Basic Call Vectoring,

Warranty Service 7 Basic Call Vectoring,

Resort Reservation Service 8 Basic Call Vectoring,

Local Attendant Group Access Code 9 Attendant Vectoring

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Example No. Feature(s) Used

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Call Prompting, Rolling ASA, EWT, VDN Calls, and ANI Routing

EAS

Adjunct Routing, Call Prompting, EAS

Incoming Trunk Calls to Attendant Group 10 Attendant Vectoring Incoming LDN Calls 11 Attendant Vectoring QSIG CAS 12 Attendant Vectoring Night Station Service with Attendant

13 Attendant Vectoring

Vectoring

Continued on next page

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Example 1 - Customer Service Center

Example 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 number is for ordinary customers, while the other number is for priority customers. The following three vectors in Screen 4-1

VDN (extension=1021 name=‘‘Customer Serv’’ vector=21) Vector 21:

1. goto vector 29 if time-of-day is all 17:00 to all 08:00

2. goto vector 29 if time-of-day is fri 17:00 to mon 08:00

3. goto step 10 if calls-queued in split 1 pri l > 10

4. queue-to split 1 pri m

5. wait-time 10 seconds hearing ringback

6. announcement 3521

7. wait-time 50 seconds hearing music

8. announcement 3522

9. goto step 7 if unconditionally

10. busy VDN (extension=1022 name=‘‘Priority Cust’’ vector=22) Vector 22:

1. goto vector 29 if time-of-day is all 17:00 to all 08:00

2. goto vector 29 if time-of-day is fri 17:00 to mon 08:00

3. goto step 12 if calls-queued in split 1 pri h > 10

4. queue-to split 1 pri h

5. announcement 3521

6. wait-time 10 seconds hearing music

7. check split 2 pri h if oldest-call-wait < 20

8. check split 3 pri h if oldest-call-wait < 20

9. announcement 3522

10. wait-time 60 seconds hearing music

11. goto step 7 if unconditionally

12. route-to number 0 with cov n if unconditionally No VDN Vector 29:

1. announcement extension 3529

2. wait-time 10 seconds hearing silence

3. disconnect after announcement 3529

illustrate how calls to the customer service center are handled.

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Screen 4-1. 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 call arrives during nonbusiness hours. If the call arrives between 5:00 p.m. and 8:00 a.m. on any given day, step 1 routes the call to Vector 29. Step 2 does the same if the call arrives during the weekend (that is, between 5:00 p.m. Friday and 8:00 a.m. Monday). If vector 29 is accessed, the caller is given the appropriate announcement twice (steps 1 and

3) and is then disconnected (step 3).

If the call is placed during business hours, step 3 of vector 22 determines if the number of calls queued in the main split exceeds 10. If so, control is sent to step 12, which routes the call to the attendant. If not, the call is queued to the main split (step 4). Thereafter, if necessary, the appropriate announcement is provided (step 5), followed by a wait period (step 6).

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If the call is not answered by this time, steps 7 and 8 attempt to queue the call to a backup split (2 and 3, respectively). The call is queued to either split if the oldest call therein has been waiting fewer than 20 seconds. Whether or not the call is queued, steps 9 through 11 implement 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 provides a treatment similar to that provided by vector 22. The three differences are that: the

nonpriority customer’s call is not given the chance to be queued to more than one split; the priority customer’s call is given a higher priority in the queue; and the priority customer’s call routes to an operator when there are too many calls queued whereas the nonpriority customer routes to a busy signal.

Example 2 - Automated Attendant

Example 2, Screen 4-2, illustrates Automated Attendant, which is one of the applications that can be supported by the Call Prompting feature. Automated Attendant allows the caller to enter the extension of the party the caller would like to reach. Depen ding upon the parameters established, the user can enter up to 16 digits from a touch-tone phone.

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Automated Attendant is usually used for customers without DID trunks wh ose callers know the extension of the people they are calling. Because it reduces the need for “live attendants,” Automated Attendant allows the customer to reduce costs.

Screen 4-2

1. wait-time 0 seconds hearing ringback

2. collect 5 digits after announcement 30001

(‘‘You have reached Ridel Publications in Greenbrook. Please dial a 5-digit extension or wait for the attendant.’’)

3. route-to digits with coverage y

4. route-to number 0 with cov n if unconditionally

5. stop

shows an example of a vector that implements Automated Attendant:

Screen 4-2. Example 2: Automated Attendant

Step 1 of this vector contains the wait-time command, which is placed before the collect digits command in step 2 to provide the caller with ringback in the event that a TTR is not

immediately available. (Recall that a TTR must be connected in order for the collect digits command to take effect.) Once a TTR is connected, the caller is prompted to enter the destination extension of the party he or she would like to reach (step 2). The collect digits command in step 2 collects the digits. Thereafter, the route-to digits command in step 3 attempts to route the call to the destination.

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If the r oute-to digits command fails (becaus e th e caller fails to en ter an y digits, or because the digits entered do not comprise a valid extension), the route-to number command in step 4 routes the call to the attendant. However, as long as the destination is a valid extension, the route-to digits command succeeds, coverage applies, and vector processin g terminates. (Even if the destination is busy, vector processing terminates because coverage call processing takes effect.)

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Example 3 - DIVA and Data/Message Collection

Example 3 involves a mutual fund company that is open 24 hours a day, seven days a week. All incoming calls are directed to a single VDN extension that maps to a main vector. The main vector presents a menu of options to the calling party, and it uses Call Prompting to determine the desired service. Three services are offered, and they are identified and described as follows:

n New accounts enables the customer to open a new account. n Account inquiries enables the customer to make inquiries concerning his or her

account.

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n Net asset values enables the customer to hear information concerning the net asset

values of company’s funds.

If the caller selects “account inquiries,” he or she is prompted to input his or her account number before being answered by an agent. The agent can display this number via use of the CALLR-INFO button, if the button is available and needed.

NOTE:

If the agent has two-line display supported by the system, the account number is automatically displayed on the second line. The supported display terminals include: 7404, 7407, 7444, 8434 and the Callmaster voice terminal series.

NOTE:

Callmaster sets are unable to display CALLR-INFO information for a ringing call. However, this information is displayed once the call is answered.

This example uses three other applications that can be supported by the Call Prompting feature. These applications are described as follows:

Data In/Voice Answer (DIVA)

selected at the prompt. The caller selects the desired topic by entering the appropriate digit(s).

Data Collection

requested comprise an official number of some sort (for example, Social Security Number), and they help the Call Center process the call more efficiently.

provides a method of collecting digits from a caller. The digits

allows a caller to receive information on a topic

Message Collection

waiting for the call to be answered.

allows the caller to leave a recorded message in lieu of

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The following four vectors in Screen 4-3 illustrate how the mutual fund company handles telephone calls.

VDN (extension=1030 name=‘‘ABC Inv’’ vector=30 display override=‘‘y’’) Vector 30

1. wait-time 0 secs hearing ringback

2. collect 1 digits after announcement 3531 (‘‘Thank you for calling ABC Investments. If you wish to open a new account, please dial 1. If you wish to make an account inquiry, please dial 2. If you wish to know the current net asset values of our funds, please dial 3.’’)

3. route-to number 1031 with cov y if digit = 1

4. route-to number 1032 with cov y if digit = 2

5. route-to number 1033 with cov y if digit = 3

6. route-to number 0 with cov n if unconditionally

7. disconnect after announcement none VDN (extension=1031 name=‘‘New Account’’ vector=31) Vector 31

1. queue-to split 1 pri t

2. announcement 3535

3. wait-time 10 secs hearing music

4. collect 1 digits after announcement 4020 (‘‘We’re sorry. All of our operators are busy at the moment. If you’d like to leave your name and telephone number so that we can get back to you, dial 1.’’)

5. goto step 9 if digit = 1

6. announcement 3537

7. wait time 50 secs hearing music

8. goto step 6 if unconditionally

9. messaging split 5 for extension 4000

10. announcement 3538 (‘‘We’re sorry, we cannot take your message at this time. You may continue to hold, or you can call back later.’’)

11. goto step 6 if unconditionally VDN (extension=1032 name=‘‘Account Enq’’ vector=32) Vector 32:

1. wait-time 0 secs hearing ringback

2. collect 6 digits after announcement 3533

(‘‘Please enter your 6-digit account number.’’)

3. queue-to split 1 pri m

4. announcement 3535

5. wait-time 60 secs hearing music

6. goto step 4 if unconditionally VDN (extension=1033 Name=‘‘Net Asset Val’’ Vector=33) Vector 33:

1. disconnect after announcement 3534 (‘‘The net asset values of our funds at the close of the market on Wednesday, May 15 were as follows:

High Yield.....11.48.....down 3 cents.’’)

ABC Growth.....33.21.....up 33 cents; ABC

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Screen 4-3. Example 3: DIVA and Data/Message Collection

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When the call is placed, vector processing begins in vector 30, which is the main vector. Step 1 of the vector contains the wait-time command, which is placed before the collect digits command in step 2 to provide the caller with feedback in the event a TTR is not immediately available. Once a TTR is connected, the collect digits command provides an announcement requesting the caller to enter 1, 2 , or 3, dep ending u pon the service desired . If the caller enters a digit other than one of the three mentioned, or if the caller fails to enter any digits within 10 seconds, the command fails, and the call is routed to the attendant (step 6). On the other hand, if the caller enters 1, 2, or 3 within 10 seconds, the call is routed to the vector specified in the appropriate route-to number command, which appears in steps 3, 4, and 5.

Let’s say that, when prompted, the caller enters 3 because he or she wants to learn about the net asset values of the company’s funds. In such a case, the route-to number commands in step 3 and in step 4 fail because, in each case, the digit tested for in the condition portion of the command is not 3. However, the route-to number command in step 5 succeeds because the digit tested for matches the one entered by the caller. Accordingly, the call is routed to VDN extension 1033, and vector processing continues in vector 33.

The announcement command in step 1 of vector 33 provides the caller with the information on net asset values and then disconnects the call.

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4-7Example 3 - DIVA and Data/Message Collection

The process just described, whereby the caller receives information as a result of making a request at the prompt, is an example of the Data In/Voice Answer (DIVA) application.

Returning to the main vector, suppose another caller wants to make an enquiry into his or her account and the caller enters 2 when prompted. In such a case, step 3 fails, but step 4 succeeds. Accordingly, the call is routed to VDN extension 1032, and vector processing continues in vector 32.

The collect digits command in step 1 of vector 32 first requests the caller to enter his or her 6-digit account number. The command then collects the digits entered by the caller. Whether or not the caller correctly enters the digits, the queue-to split command in step 2 queues the call. If an agent does not immediately answer the call, the standard announcement is provided in step 3 and, if necessary, a delay is provided in step 4. The goto step command in step 5 returns call control back to step 3, thus ensuring that the announcement-wait cycle will continue until the agent answers the call, or until the caller abandons the call.

The process just described, whereby the caller , when pro mpted, enters digits that compri se an official number (an account number, in this case), is an example of the Data Collection application. If the agent has a CALLR-INFO button or a two-line display, the agent can see the digits entered by the caller. As a result, the agent need not request the account number from the caller.

Finally, suppose a third caller wants to open an account and that he or she enters 1 when prompted in the main vector. In such a case, step 3 of the main vector is successful. Accordingly, the call is routed to VDN extension 1031, and vector processing continues in vector 31.

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In step 1 of vector 31, the call is queued to the main split. Thereafter, if necessary, step 2 provides the appropriate announcement, and step 3 provides a delay period. The announcement in step 4 provides the caller with the option of leaving a recorded message for the mutual fund company instead of having his or her call wait in queue. (This is an example of the Message Collection application.) The caller is instructed to enter 1 if he o r she wishes to leave a recorded message. If the caller does not enter 1, the goto step command in step 5 fails, and an announcement-wait cycle is implemented by steps 6, 7, and 8 until the call is answered or abandoned. If the caller does enter 1 within 10 seconds, step 5 passes control to step 9. The messaging split command in step 9 attempts to connect the caller to an AUDIX or Message Center split so that the caller can leave a message. If the connection is made, the caller first hear s ringb ack an d can then leave a message. If the connection is not made, the step is unsuccessful, and step 10 provides an announcement indicating that a connection could n ot b e mad e. Th ereafter, the goto step command in step 11 sends call control back to step 6, which is the first step of the aforementioned announcement-wait cycle.

Example 4 - Distributed Call Centers

Example 4 involves two dist ributed cal l center s, one i n New York and the other in Denv er. Calls to the New York call center are queued to up to two splits. If calls remain unanswered for a period of time, a Look-Ahead Interflow call attempt is made to the Denver call center. If there are 10 or fewer queued calls in Denver, the Look-Ahead call attempt is accepted and serviced there. Otherwise, the call is denied and remains in queue in New York until an agent becomes available. The following two vectors in Screen 4-4 illustrate this procedure.

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4-8Example 4 - Distributed Call Centers

NOTE:

For other examples of Look-Ahead Interflow, see Chapter 11, ‘‘Look-Ahead

Interflow (LAI)’’. To learn how to integrate distributed call centers using multi-site

Best Service Routing, see Chapter 12, ‘‘

Best Service Routing (BSR)’’

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SENDING SWITCH:

VDN (extension=1080 name=‘‘New York Office’’ vector=80) Vector 80:

1. goto step 11 if calls-queued in split 1 pri m > 5

2. queue-to split 1 pri m

3. announcement 3580 (‘‘All of our agents are busy. Please hold and you will be answered by the first available agent.’’)

4. wait-time 6 seconds hearing music

5. route-to number 913035661081 with cov n if unconditionally

6. check split 2 pri m if calls-queued < 5

7. wait-time 6 seconds hearing music

8. announcement 3581 (‘‘All of our agents are still busy. Please hold and you will be serviced by the first available agent.’’)

9. wait-time 60 seconds hearing music

10. goto step 5 if unconditionally

11. busy RECEIVING SWITCH: VDN (extension=1081 Name=‘‘Denver Inflow’’ Vector=81) Vector 81:

1. goto step 7 if calls-queued in split 3 pri l > 10

3. queue-to split 3 pri h

4. announcement 3582 (‘‘We apologize for the delay. Please hold and you will be serviced by the first available agent.’’)

5. wait-time 60 seconds hearing music

6. goto step 5 if unconditionally

7. disconnect after announcement none

2. wait-time 0 seconds hearing music

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4-9Example 4 - Distributed Call Centers

Screen 4-4. Example 4: Distributed Call Centers

In this example, 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 to split 1 at a medium priority (step 2) if the condition in step 1 is met. If the condition is not met, the call is routed to busy in step 11.

If the call is queued but not immediately answered, an announcement (step 3) and music (step 4) are provided. If the call is still not answered at this point, step 5 places a Look-Ahead Interflow call attempt to the receiving switch, on which vector 81 resides.

Step 1 in the receiving switch determines whether the call can be se rviced in Denver. If the number of calls queued at any priority in split 3 is greater than 10, vector 81 cannot service the call. In such a case, control is passed to step 7, which rejects the Lookahead Interflow call attempt. However, if the test in step 1 succeeds, the call is queued by the receiving switch in split 3 at a high priority (step 3). This results in the Lookahead Interflow call attempt being accepted. Accordingly, 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.

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If the receiving switch does not accept the Look-Ahead Interflow call attempt, control is passed to step 6 of the sending vector. This step then queues the call to split 2 at a medium priority, provided that there are fewer than five calls queued in that split. Thereafter, th e customary announcement-wait sequence is implemented (steps 7, 8, and 9). Finally, if necessary, step 10 sends control back to step 5, which makes another Look-Ahead Interflow attempt, and the cycle is repeated.

NOTE:

T o avo id conf us ing the caller, the treatment provided at the receiving switch should be consistent with the treatment provided at the sending switch. In Example 4, note that the caller hears music (and never ringback or silence) at the sending switch. Accordingly, music should be (and, in our example, is) featured at the receiving switch.

Example 5 - Help Desk

Example 5 involves a help desk at a co mpu ter fir m. Th e h elp d esk is con figur ed in to thr ee groups. One group handles hardware problems, the second group handles software problems, and the third group handles general problems. For this application, the information provided in the ASAI Route request (that is, calling party number, called number, collected digits) is used to route the call to the most appropriate agent. Such an agent might be the one that last serviced the caller, or it might be the next available agent for the specific caller. Also, based on switch traffic conditions and the caller -entered dig it, the call can be diverted to other destinations, such as other ACD splits, announcements , or switches.

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4-10Example 5 - Help Desk

The following vector, Screen 4-5

1. collect 1 digits after announcement 4704

(‘‘Welcome to the TidyBits Computer Corporation help desk. If you have a question about hardware, please dial 1. If you have a question about software, please dial 2. If you have a general question, please dial 3.’’)

2. adjunct routing link 2400

3. wait-time 4 seconds hearing ringback

4. route-to number 3710 with cov y if digit = 1

5. route-to number 3720 with cov y if digit = 2

6. route-to number 3730 with cov y if digit = 3

7. route-to number 0 with cov n if unconditionally

8. stop

, illustrates the help desk application:

Screen 4-5. Example 5: Help Desk

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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 request to the adjunct processor, which is connected to extension 2400. The Route request contains the called party number, the calling party number, and the digit collected in step 1, along with the other pertinent information for adjunct routing (see Chapter 9 entered, and if the adjunct does not return a route, the call is eventually routed to the attendant (step 7).

If the adjunct routing command in step 2 succeeds, the adjunct uses the information

included in the Route request to select the appropriate route for the call. Let’s assume the caller enters 1 and the adjunct routing command succeeds. In such a case, if the caller is judged to be a “prime” hardware customer, the call might be routed to one of a handful of specific agents who are assigned to handle such customers . On the other h and, if the caller is judged to be a “casual” hardware customer, the call might be routed to a larger group of ACD agents before being queued, or to an appropriate announcement.

Finally, let’s assume that the caller enters 1 and that the adjunct routing command fails. In such a case, the call is routed by the route-to number command in step 4, probably to a vector that queues the call or provides an appropriate announcement.

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4-11Example 6 - Insurance Agency/Service Agency

). If one of these digits is not

Example 6 - Insurance Agency/Service Agency

Example 6 is an insurance company Call Center. It handles calls from: independent field agents; policy holders with claims; policy holders needing customer service; and several general service agency type 800 number client accounts. Each of the different types of calls has its own 800 number that routes the calls to associated VDNs. The following list describes the Call Center requirements.

n The independent field agents require fast service. They call the company to find

out the latest rates for specific clients, to setup policies, to make adjustments, and so on. Often their clients are waiting as they call. Therefore the insurance company wants to maintain an Average Speed of Answer (rolling-ASA) of 30 seconds or less for field agent calls. These are the most important calls and are given high priority in queues.

n The calls to claims must be separated by area code. The claims agents receive

different training based on the area of the coun try for the claim. A particular group of agents can be given training for more than one area code. Therefo re, area code s do not need to be tested individually and can be grouped in Vector Routing Tables.

n The insurance company wants to give customer service callers an announcement

indicating how long they can expect to wait for service.

n The insurance agency is also selling spare call center capacity to client accounts.

The account contracts are provided on the basis that only so many calls to a particular account will be accepted at any given time.

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In this example, rolling ASA Routing is used to maintain the rolling ASA objective of 30 seconds or less for field agent calls. ANI Routing is used to partition calls based on area code and route the call to the appropriate claims agents. EWT Routing is used to notify customer service callers of their expected wait time if it is longer than 60 seconds. VDN Calls Routing is used to regulate the number of calls to service agency clients.

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4-12Example 6 - Insurance Agency/Service Agency

Table 4-2

shows the VDNs and vectors associated with each type of call.

Table 4-2. VDN Table for Insurance/Service Agency

Type of Service VDN Number Vector Number

Field Agents 1001 1 Claims 1002 2 Customer Service 1003 3 Client 1 1004 4 Client 2 1005 5

Continued on next page

NOTE:

T o clearly demonstrate the features described in this example, the sample vectors do not include tests for unstaffed or full queues, out of hours operation and so on.

The following vector Screen 4-6

could be used to maintain a rolling ASA of 30 seconds

for field agent calls.

VDN 1001 -- Field Agent Calls

1. queue-to split 10 pri h

2. goto step 6 if rolling-asa for split 10 <= 30

3. check split 11 pri h if rolling-asa <= 30

4. check split 12 pri h if rolling-asa <= 30

5. check split 13 pri h if rolling-asa <= 30

6. announcement 10000

7. wait-time 40 secs hearing music

8. goto step 3 if unconditionally

Screen 4-6. Example 6: Field Agent Vector

Step 1 queues the call to the main split. If the main split is currently answering calls within the target time of 30 seconds step 2 bypasses all of the backup splits and goes directly to the announcement in step 6. The assumption is that the call will be handled by split 10 within the time constraints. However, if the call is not answered by the time vector processing reaches step 8, the backup splits are checked at that time.

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If the rolling ASA for the main split is greater than 30 seconds, steps 3, 4, and 5 check backup splits. The call is queued to any of these splits that have a rolling ASA of 30 seconds or less. If the call still is not answered by the time vector processing reaches step 8, then the backup splits are checked again.

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4-13Example 6 - Insurance Agency/Service Agency

The following vector Screen 4-7

VDN 1002 -- Claims Calls

1. goto step 10 if ani = none

2. goto vector 21 if ani = 201+

3. goto vector 22 if ani = 212+

4. goto vector 23 if ani in table 1

5. goto vector 24 if ani in table 2

6. goto vector 25 if ani in table 3

7. goto vector 26 if ani in table 4

8. goto vector 27 if ani in table 5

9. goto vector 30 if unconditionally

10. wait-time 0 seconds hearing ringback

11. collect 3 digits after announcement 10001 (“Please dial your area code”)

12. goto vector 30 if digits = none

13. goto vector 21 if digits = 201+

14. goto vector 22 if digits = 212+

15. goto vector 23 if digits in table 1

16. goto vector 24 if digits in table 2

17. goto vector 25 if digits in table 3

18. goto vector 26 if digits in table 4

19. goto vector 27 if digits in table 5

20. goto vector 30 if unconditionally

could be used to route claims calls by area code.

Screen 4-7. Example 6: Claims Vector

Each Vector Routing Table referred to in Screen 4-7

contains a list of area codes with the

“+” wildcard. Each list of area codes is handled by a specific group of agents. Vectors 21 through 27 queue calls to the appropriate group of agents. Vector 30 provides a live agent to screen calls that have area codes not listed in any table or vector step. It also provides access to an agent when ANI is not available and the caller has not entered an area code when prompted.

The following vector Screen 4-8

will notify customer service callers of their expected wait

time unless they will not have long to wait.

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VDN 1003 -- Customer Service Calls

1. goto step 10 if expected-wait for split 32 pri l > 600

2. queue-to split 32 pri l

3. wait-time 20 seconds hearing ringback

4. goto step 8 if expected-wait for call > 40

5. announcement 1100

6. wait-time 40 seconds hearing music

7. goto step 5 if unconditionally

8. converse-on split 80 pri l passing wait and none

9. goto step 5 if unconditionally

10. disconnect after announcement 1400

Screen 4-8. Example 6: Customer Service Vector

In step 1, callers who would wait more than 10 minutes are routed to a “call back later announcement.” step 4 routes callers to a Conversant VRU to be given the expected wait time announcement while they hold their place in queue.

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4-14Example 6 - Insurance Agency/Service Agency

The following vectors Screen 4-9

can be used to regulate the number of calls to service agency clients. In this example, Client 1 has contracted for 100 simultaneous calls while client 2 has contracted for only 50 simultaneous calls.

VDN 1004-- Client 1 Calls

1. goto step 3 if counted-calls to vdn 1004 <= 100

2. busy

3. queue-to split 60 pri l

4. wait-time 20 seconds hearing ringback

5. announcement 12000

6. wait-time 60 seconds hearing music

7. goto step 5 unconditionally

VDN 1005 -- Client 2 Calls

1. goto step 3 if counted-calls to vdn 1005 <= 50

2. busy

3. queue-to split 60 pri l

4. wait-time 20 seconds hearing ringback

5. announcement 12000

6. wait-time 60 seconds hearing music

7. goto step 5 unconditionally

Screen 4-9. Example 6: Service Agency Clients Vectors

In both vectors the first step routes calls to queue if the number of contracted calls is not exceeded. Otherwise callers receive busy signal.

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Example 7 - War ranty Service (with EAS)

Example 7 deals with a major appliance company that offers one year warranties and extended warranties on its major appliances (dishwashers, refrigerators, washers, and dryers). The warranties are printed in English and Spanish to accommodate customers who speak and understand these lang uages . Naturally, callers need to speak with someone who is familiar with the appliances they have bought and who speaks the appropriate language. Accordingly, 800 numbers are provided for calling English-speaking agents as well as Spanish-speaking agents. Bilingual agents with Spanis h-speaking skills are hired so that they can back up the groups of English-speaking agents . Agents are trained firs t on all appliance models of a certain type and then on all appliance models for a room (such as the kitchen, the laundry room, etc.).

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4-15Example 7 - Warranty Service (with EAS)

The Skills shown in Table 4-3

Table 4-3. Skill Table for the Warranty Service Call Center

Appliance Type English Skill # Spanish Skill #

Kitchen Appliances 10 20 Dishwashers 11 21 Refrigerators 12 22 Laundry Appliances 30 40 Washers 31 41 Dryers 32 42 Supervisors 100

The VDN Skill Preferences are set up as in Table 4-4

Table 4-4. VDN Skill Table for the Warranty Service Call Center

are needed for the warranty service call center:

Continued on next page

Dishwasher

VDN: 1100

VDN - Skill Preferences

English Spanish

Refrig Washer Dryer Dish-

washer

VDN: 1101

VDN: 1102

VDN: 1103

VDN: 1200

Refrig Washer Dryer

VDN: 1201

VDN: 1202

Continued on next page

VDN: 1203

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Table 4-4. VDN Skill Table for the Warranty Service Call Center

1st:11 1st:12 1st:31 1st:32 1st:21 1st:22 1st:41 1st:42 2nd:10 2nd:10 2nd:30 2nd:30 2nd:20 2nd:20 2nd:40 2nd:40 3rd:20 3rd:20 3rd:40 3rd:40 3rd: 3rd: 3rd: 3rd:

Continued on next page

The agent skills are set up as in Table 4-5.

Table 4-5. Agent Skills for the Warranty Service Call Center

Agent Skills

Agent Skill Level 1 Skill Level 2

Jan 42 40 41 30

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4-16Example 7 - Warranty Service (with EAS)

Judy 100 -- -- -Sam 31 -- -- -Sue 32 -- 30 --

Continued on next page

Once skills are assigned to VDNs and to agents, calls are directed to the appropriate vector.

The goal of the warranty service call center is to answer 80 percent of the incoming calls within 20 seconds. Accordingly, if a call directed to a vector is not answered by the time the announcement finishes, a second group of agents is viewed, thus enlarging the agent pool. If the call is not answered within the following 10 seconds, a third group of agents is viewed.

Since the call center has only a few bilingual agents, the center’s management wants to reserve these agents for Spanish-speaking callers. This can be done by giving Spanish-speaking callers a higher priority in the vector or by assigning a higher skill level to Spanish skills. Also, if a Spanish-speaking caller waits more than 30 seconds for service, a supervisor of the Spanish-speaking skills takes the calls.

Figure 4-1

and Figure 4-2 illustrate the setup for the warranty service call service. Specifically, the figures show the vectors and call flows for callers with a broken washer or dryer . Separ ate vectors are used to provide an announcement in Spanis h and i n Eng li sh (see step 2). The same two vectors can be used for callers with broken dishwashers and refrigerators.

AT&T Definity - Enterprise R 8-2 call vectoring-expert - agent selection

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Preface — About this Document

Contents and Organization of the Guide

Intended Audience and Use of the Guide

Conventions Used in this Document

Trademarks

Related Documents

Administration Documents

Installation, Upgrades, and Maintenance Documents

Call Center Documents

End Users

How to Get Help

How to Make Comments About this Document

Call Vectoring and Expert Agent Selection Overview and Exercises

Introduction

Exercises to test your knowledge of Call Vect oring and EAS Basics

What is Call Vectoring?

Call Vectoring Features

Benefits of Call Vectoring

EAS Basics

Skill-Related (EAS) Terms

Benefits of the EAS Feature

Exercise A — Call Vectoring Basics

Evaluation of Exercise A — Call Vectoring Basics

Exercise B — Call Vectoring Commands

Evaluation of Exercise B — Call Vectoring Commands

Exercise C — Call Vectoring Commands

Evaluation of Exercise C — Call Vectoring Commands

Exercise D — Call Vectoring with Other Features

Evaluation of Exercise D — Call Vectoring with Other Features

Exercise E: Call Vectoring Benefits and Applications

Evaluation of Exercise E: Call Vectoring Benefits and Applications

1-25Exercise F — EAS (Expert Agent Selection) with DEFINITY ECS/switch

1-26Evaluation of Exercise F — EAS with DEFINITY ECS/switch

Creating an d Editing Call Vectors — The Basics

Introduction

Methods for Entering a Vector On-Line

Call Vector Form — Basic Screen Administration

Inserting a Vector Step

Deleti ng a Vector Step

How to Create and Construct a Vector

Step 1: Queuing a Call to the Main Split

Step 2: Providing Feedback and Delay Announcement

Step 3: Repeating Delay Announcement and Feedback

Step 4: Queuing a Call to a Backup Split

Step 5: Checking the Queue Capacity

Step 6: Checking for Non-Business Hours

Call Vectoring Fundamentals

Introduction

Call Management

Call Flow

Caller Control

Call Queuing to Splits

Agent Work Mode

Calling Party Feedback

Dialed Number Identification Service (DNIS)

Vector Processing

Vect or Directory Number

Vector Control Flow

Programming Capabilities

Call Vectoring On-Site Customer Applications

Introduction

Example 1 - Customer Service Center

Example 2 - Automated Attendant

Example 3 - DIVA and Data/Message Collection

Example 4 - Distributed Call Centers

Example 5 - Help Desk

Example 6 - Insurance Agency/Service Agency

Example 7 - War ranty Service (with EAS)