555-230-520 Issue 4 September, 1995 Table of Contents DEFINITY Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide Graphics ©
Contents 1 2 Table of Contents i About This Document 1-1 ■ Feature Availability 1-1 ■ What is Call Vectoring? 1-1 ■ What is Expert Agent Selection (EAS)? 1-4 ■ Call Vectoring Features 1-5 ■ Contents and Organization of the Guide 1-6 ■ Intended Audience and Use of the Guide 1-6 ■ References 1-7 Tutorial 2-1 ■ Introduction 2-1 ■ Entering the Vector On-Line 2-1 Procedures for Basic Screen Administration Enhanced Vector Editing (G3V4 and later releases) ■ ■ Constructing a V
Contents 3 Fundamentals of Call Vectoring ■ Introduction 3-1 ■ Call Management 3-1 Call Flow Caller Control Call Queuing to Splits Split Queue Priority Levels ■ 3-3 3-3 3-4 3-4 Calling Party Feedback 3-5 Dialed Number Identification Service (DNIS) 3-6 Vector Processing VDN Override VDN in a Coverage Path Service Observing VDNs Vector Control Flow Termination vs.
Contents Disconnect Voice Response Scripts 4-7 4-8 Routing Calls 4-10 Queuing Calls to ACD Splits 4-11 Multiple Split Queuing 4-11 Leaving Recorded Messages 4-13 Option with the VDN as the Coverage Point 4-14 Sending Calls to a Vector-Programmed Number 4-15 Interflow 4-15 Service Observing 4-16 Service Observing FAC Vector 4-17 Branching/Programming 4-18 Unconditional Branching Conditional Branching Stopping Vector Processing ■ 5 4-18 4-18 4-19 Vector Chaining 4-20 Call Prompting
Contents User-Entered FAC and Extension Preprogrammed FAC and Extension 6 5-14 5-14 ■ Dial-Ahead Digits 5-14 ■ ASAI-Requested Digit Collection 5-18 ■ ASAI-Provided Dial-Ahead Digits 5-19 Advanced Vector Routing 6-1 ■ Introduction 6-1 ■ Command Set 6-1 ■ Expected Wait Time (EWT) 6-2 EWT for a Split 6-2 EWT for a Call 6-3 Passing EWT to a VRU 6-3 The EWT Algorithm 6-4 When to Use Wait Time Predictions 6-4 Examples 6-5 Example 1 — EWT Routing and Passing Wait to a VRU Exampl
Contents 7 ANI and II-Digits Routing 7-1 ■ Introduction 7-1 ■ Command Set 7-1 ■ ANI Routing 7-1 ■ ANI Routing Example 7-2 Vector Routing Tables with ANI 7-3 II-Digits Routing 7-5 II-Digits Routing Example 8 7-7 Look-Ahead Interflow 8-1 ■ Introduction 8-1 ■ Command Set 8-1 ■ Functions and Examples 8-2 Two Switch Configuration 8-3 Sending Switch Operation Receiving Switch Operation 8-3 8-4 Tandem Switch Configuration 8-9 Sending Switch Operation Tandem Switch Operation
Contents Receiving and Implementing the Call Route ■ 10 Multiple Outstanding Route Requests 9-8 User Scenarios 9-9 Expert Agent Selection 10-1 ■ Introduction 10-1 ■ Identifying Caller Needs 10-2 ■ DNIS/ISDN Called Party 10-4 Call Prompting/VRU Digits 10-4 Host Database Lookup 10-5 Direct Agent Calling 10-5 Functions and Examples 10-5 Administering Skills 10-5 VDN Skills 10-10 Call Vector Form 10-11 Delivering the Call to the Skill Queue Procedure Using Call Prompting Super Ag
Contents Call Forwarding Call Park Call Pickup Class of Restriction Class of Service Dial Plan Direct Agent Calling Displays—Voice Terminal Look-Ahead Interflow Multiple Split Queuing OCM/EAS 10-27 10-27 10-28 10-28 10-28 10-28 10-28 10-28 10-29 10-29 10-29 Commands for OCM Predictive Calls Queue Status Indications Service Observing Remote Service Observing SMDR/CDR VDN Override Work Mode Buttons Adjunct Interactions ASAI 11 10-30 10-30 10-30 10-31 10-31 10-31 10-31 10-31 10-31 Call Control 10-31 Fe
Contents ■ Distributed Call Centers 11-8 ■ Help Desk 11-10 ■ Insurance Agency/Service Agency 11-11 ■ Warranty Service (with EAS) 11-15 ■ Resort Reservation Service (with EAS) 11-20 Placing the Reservation Specific Number Dialing General Number Dialing Call-Back Provisions ■ A A x Vector Exercises 11-20 11-20 11-21 11-22 11-23 Exercise 1: Emergency and Routine Service 11-24 Exercise 2: Late Caller Treatment 11-26 Exercise 3: Messaging Option 11-28 Call Vectoring Commands A-1 ■
Contents BCMS Interactions A-21 Announcement Command A-22 Purpose A-22 Syntax A-22 Valid Entries A-22 Requirements A-22 Example A-22 Operation A-22 Answer Supervision Considerations A-23 Feature Interactions A-23 BCMS/CMS Interactions A-23 Busy Command A-24 Purpose A-24 Syntax A-24 Requirements A-24 Operation A-24 Answer Supervision Considerations A-24 Feature Interactions A-24 CMS Interactions A-25 BCMS Interactions A-25 Check-Backup Command A-26 Purpose A-26 Sy
Contents Requirements A-31 Example A-31 Operation A-31 Answer Supervision Considerations A-34 Feature Interactions A-34 CMS Interactions A-34 Converse-on Command A-35 Purpose A-35 Syntax A-35 Valid Entries A-35 Requirements A-35 Examples A-35 Operation A-36 Answer Supervision Considerations A-39 Feature Interactions A-39 CMS Interactions A-45 BCMS Interactions A-45 Disconnect Command A-46 Purpose A-46 Syntax A-46 Valid Entries A-46 Requirements A-46 Example A-46
Contents Valid Entries A-49 Requirements A-51 Examples A-51 Operation A-52 Answer Supervision Considerations A-53 Feature Interactions A-53 CMS Interactions A-53 Goto Vector Command A-54 Purpose A-54 Syntax A-54 Conditions = available-agent, staffed-agents: Conditions = calls-queued, oldest call-wait: Condition = rolling-asa: Condition = counted-calls: Condition = expected-wait: A-54 A-54 A-55 A-55 A-55 Valid Entries A-55 Examples A-57 Operation A-58 Answer Supervision Considera
Contents Requirements A-64 Example A-64 Operation A-64 Answer Supervision Considerations A-65 Feature Interactions A-65 CMS Interactions A-66 BCMS Interactions A-67 Route-to Command A-68 Purpose A-68 Syntax A-68 Valid Entries A-68 Requirements A-68 Example A-68 Operation A-69 Coverage Answer Supervision Considerations A-71 Feature Interactions A-71 CMS Interactions A-73 BCMS Interactions A-75 Stop Command A-76 Purpose A-76 Syntax A-76 Requirements A-76 Operation
Contents A B C ■ Operation A-79 Answer Supervision Considerations A-79 Feature Interactions A-80 CMS Interactions A-80 Criteria for Success/Failure of Call Vectoring Commands A-81 Call Vectoring Management B-1 ■ Introduction B-1 ■ Implementation Requirements for the Call Vectoring Features B-1 ■ Enabling the Vector Disconnect Timer B-7 ■ Upgrading to a Call Vectoring Environment B-7 ■ Changing and Testing the Vector B-7 Considerations for the Call Vectoring Features C-1 ■ In
Contents D E Troubleshooting Vectors ■ Introduction D-1 ■ Unexpected Feature Operations D-1 ■ Unexpected Command Operations D-3 ■ Converse Command Debugging D-9 ■ Tracking Unexpected Vector Events D-12 Display Events Form D-12 Display Events Report D-13 Summary of Vector Events D-14 Functional Differences for G2 and G3 Call Vectoring and EAS Introduction E-1 ■ Differences in Command Function E-1 Queue-to Main Split and Check-Backup Split E-2 Goto Step and Goto Vector E-4 Rou
Contents Answered and Abandons Busies and Disconnects VDN Inflows and Outflows F-2 F-3 F-3 R3 CMS and BCMS Standards Vector Inflows and Outflows F-4 R3 CMS Standards ■ ■ F-4 Split Inflows, Outflows, and Dequeues F-5 R3 CMS and BCMS Standards F-5 R2 CMS Standards F-6 Examples of Split Flow Tracking F-7 Evaluating Split Performance F-12 Using BCMS/CMS Reports to Evaluate Call Vectoring Activity F-14 CMS Reports F-14 BCMS Reports F-15 Using CMS in an EAS Environment F-16 Tracking Ent
Contents I J K xviii ■ Script Completion H-9 ■ DEFINITY Switch Data Collection H-10 Security Issues I-1 ■ Introduction I-1 ■ Remote Access I-1 Front-Ending Remote Access I-2 Replacing Remote Ac cess I-2 ■ EAS I-3 ■ Vector Initiated Service Observing Security I-3 Setting Up a Call Center J-1 ■ Introduction J-1 ■ Call Vectoring/Non-EAS Option J-2 ■ Call Vectoring/G3 EAS Option J-10 Converting a Call Center to EAS K-1 ■ Introduction K-1 ■ Step 1: Pre-EAS Cutover Ad
Contents L V4 Feature Availability L-1 M Improving Performance M-1 ■ Introduction M-1 ■ Looping Examples M-3 ■ ■ N Audible Feedback M-3 Lookahead Interflow M-4 Check Backup M-6 Other Examples M-8 After Business Hours M-8 Lookahead Interflows M-9 Relative Processing Cost of Vector Commands Call Vectoring System Parameters M-11 N-1 ■ G3iV1.
About This Document 1 Feature Availability Call Vectoring is available with all Generic 3 releases. Many of the features discussed in this manual are only available with later releases of the DEFINITY switch. Some are optional features and must be purchased separately. See Appendix L for information about the availability of Call Vectoring features. What is Call Vectoring? NOTE: Sample vectors are provided throughout this manual.
About This Document Call Vectoring works hand in hand with and, more importantly, enhances traditional ACD call processing, which may be illustrated as follows: TRUNK GROUP I N C O M I N G C A L L S DNIS1 DIGITS INTERNAL STATION TRUNK GROUP DID2 DIGITS N O N P R I O R I T Y ACD SPLIT CALL QUEUE IDENTICAL CALL TREATMENTS FOR: P R I O R I T Y Time of Day Announcements Intraflow Interflow A C D A G E N T S 1. Dialed Number Identification Service 2. Direct Inward Dialing Figure 1-1.
What is Call Vectoring? Working together, these components direct incoming and ASAI event reports and requests to the desired answering destinations, and they specify how each call is to be processed. Call Vectoring may be illustrated as follows: TRUNK GROUP 1 VDN3 1 VECTOR 1 TRUNK GROUP 2 VRU1 TRANSFER VDN 2 VDN 3 DNIS2 DIGITS VDN 4 INTERNAL CALL VECTOR 2 VDN 5 1. Voice Response Unit 2. Dialed Number Identification Service 3. Vector Directory Number Figure 1-2.
About This Document Here’s an example of a vector: 1. 2. 3. 4. 5. 6. Figure 1-3. goto step 3 if calls-queued in split 9 pri l < 20 busy queue-to main split 9 pri l wait-time 12 seconds hearing ringback announcement 2921 (“-----“) wait-time 998 seconds hearing music Vector Example Each individual vector can contain up to 32 command steps or instructions. Multiple vectors can be chained together to extend processing capabilities or to process calls to the same or different answering destinations.
Call Vectoring Features Call Vectoring Features Call Vectoring provides the following features: ■ Basic Call Vectoring allows you to “program” the type of processing that is given to a telephone call. You program by arranging a set of vector commands in the desired sequence. Depending upon the command, you can do the following: — Place the call in queue until an agent is available to answer the call. — Provide a recorded information or delay announcement to the caller.
About This Document To use Look-Ahead Interflow, Basic Call Vectoring and Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) must be enabled. Private Network Access (PNA) software may also be required. ■ Adjunct Routing provides you with a means of evaluating calls before the calls are processed.
References The level of your expertise in Call Vectoring and/or EAS should determine how you use the guide. Users who are unfamiliar with Call Vectoring should read the overview, then study the tutorial. Users who will be using EAS should read Chapter 10. Users who want to learn more about Call Vectoring should review Chapters 3 through 11 in order to get a good grasp of how the Call Vectoring features function.
Tutorial 2 Introduction This chapter is intended to provide you with a ‘‘practical start’’ in using Call Vectoring. To this end, the chapter presents the basics you need to write a representative vector and to enter it on-line. The last section of the chapter summarizes the benefits of Call Vectoring, and it identifies example vectors in the reference section of the guide that illustrate these benefits.
Tutorial Procedures for Basic Screen Administration Basic Screen Administration is a function of the DEFINITY Communications System. A vector is entered on-line via Basic Screen Administration by completing the Call Vector Form.
Entering the Vector On-Line Page 2 of 3 CALL VECTOR 12 13 14 15 16 17 18 19 20 21 22 _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ Figure 2-2.
Tutorial The following list summarizes how you can enter a vector on-line via Basic Screen Administration. For complete details on this process, consult DEFINITY Communications System Generic 3 Version 4 Implementation, 555-230-655 or DEFINITY Communications System Generic 3 V2/V3 Implementation, 555-230-653. 1. Access the Call Vector Form by executing the “change vector x” command, where x is a number between 1 and 256 [G3i], 1 and 48 [G3s PBP, G3vs PBP], or 1 and 512 [G3r].
Constructing a Vector: One Ap proach 4. 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. 5. Save the vector in the system by pressing ENTER.
Tutorial phases until a final ‘‘complete’’ vector is constructed. As each phase 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 ap proaches 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.
Constructing a Vector: One Ap proach 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.
Tutorial 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 feedback that can be provided with the wait-time command are: silence; system music; or an alternate audio/music source. For more information see, "Delays with Audible Feedback" on page 4-5.
Constructing a Vector: One Ap proach Phase 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 feed back or treatment.
Tutorial 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. Phase 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.
Constructing a Vector: One Ap proach a medium priority instead of a low priority, which is assigned if the call is queued by the queue-to main 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 high priority instead of just a medium priority in Step 5.
Tutorial Page 1 of 1 Number: 27 Basic?y Prompting?n 01 02 03 04 05 06 07 08 09 10 11 EAS?n LAI?n CALL VECTOR Name: base G3V4 Enhanced?n ANI/II-Digits?n G3V4 Adv Route?n ASAI Routing?n goto step 10 if calls-queued in split 5 pri l > 20 queue-to main split 5 pri l wait-time 10 seconds hearing ringback announcement 2771 wait-time 10 seconds hearing music check-backup split 7 pri m if calls-queued < 5 wait-time 60 seconds hearing music announcement 2881 goto step 6 if unconditionally busy _______________
Constructing a Vector: One Ap proach Phase 6: Checking for Non-Business Hours If a caller calls during non-business hours, you can still provide the caller with some information for calling back during working hours by playing the appropriate recorded message. The following vector illustrates one approach in 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.
Tutorial Page 2 of 2 CALL VECTOR 12 13 14 15 16 17 18 19 20 21 22 disconnect after announcement 3222 _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ _______________ Figure 2-10. Checking for Non-Business Hours (Screen 2 of 2) NOTE: Announcement 3222 could contain this message: ‘‘We’re sorry. Our office is closed. Please call back any day between 8:00 A.M. and 5:00 P.M.
Benefits of Call Vectoring Benefits of Call Vectoring Coupled with Automatic Call Distribution (ACD), Call Vectoring enables telephone calls to be processed at a faster rate within an intelligent, “real-time” system. As a result, Call Vectoring provides an appreciable cost saving to the user. The following table summarizes the benefits that Call Vectoring provides.
Tutorial NOTE: If the dashed number in the last column is followed by ‘“F),” the number is a figure number. Table 2-1. Benefits of Call Vectoring Category Call Vectoring Benefits Figure Call Treatment Implement special treatment based on the time of day and the day of the week (for example, providing night service). 4-16, 11-1 Automatically change treatment according to either how long the call has been waiting or to changing traffic or staffing conditions.
Benefits of Call Vectoring Table 2-1. Benefits of Call Vectoring Category Call Vectoring Benefits Figure Call Routing Queue calls to up to three splits simultaneously, consequently improving the average speed of answer and agent productivity. 4-10, 11-1, 11-4 Implement routing to local or distant destinations. 4-13, 5-1, 5-2, 8-2, 11-2, 11-3, 11-4, 11-5 Connect callers to a voice-mail or messaging system either automatically or at their request.
Fundamentals of Call Vectoring 3 Introduction The manner in which a call is processed depends upon a number of components within both the DEFINITY System and the Call Vectoring software. Some of these components include the following: ■ Resources available to process a call (for example, agents, splits, software, hardware) ■ Vector control flow ■ Commands used within the relevant vector(s) A prudent utilization of these components will produce an effective means of processing telephone calls.
Fundamentals of Call Vectoring 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, however, 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.
Call Management ■ 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.
Fundamentals of Call Vectoring ■ Call is removed from any other queues. Announcements, music, ringback, or other audio source are also removed. ■ 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 4, "Basic Call Vectoring".
Call Management For ACD calls, an agent’s state is further defined by the relevant work mode. The following list describes these modes: ■ 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. ■ Auto-In Work Mode makes the agent available to receive calls and allows the agent to receive a new ACD call immediately after disconnecting from the previous call.
Fundamentals of Call Vectoring For a CO call, the caller hears CO ringback until one of the following vector steps is reached: ■ Announcement (Caller hears the announcement.) ■ Wait with system music or alternate audio/music source (Caller hears system music, or the music or audio associated with an administered port.) ■ Call answered (Caller hears the agent or voice response answering the call.
Vector Processing be programmed to route to an ACD split comprised of agents who are proficient in handling several types of calls. Call Vectoring takes the DNIS 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.
Fundamentals of Call Vectoring add vdn xxx Page 1 of 1 VECTOR DIRECTORY NUMBER Extension: Name: Allow VDN Override? COR: TN: Vector Number: AUDIX Name: Messaging Server Name: Measured: Acceptable Service Level (sec): VDN of Origin Annc. Extension: 1st Skill: 2nd Skill: 3rd Skill: Return Destination: ■ Extension. Extension number used to identify the VDN. ■ Name. Name that is associated with the VDN. This name, which is shown on the agent’s display, is optional and can contain up to 15 characters.
Vector Processing ■ Acceptable Service Level. The number of seconds within which calls to this VDN should be answered. ■ VDN of Origin Annc. Extension. The extension number of the VDN of Origin announcement. Only displayed if VDN of Origin Announcement is optioned. ■ 1st/2nd/3rd Skill. Only displayed with Expert Agent Selection (EAS). Gives the skill numbers associated with the VDN. ■ Return Destination.
Fundamentals of Call Vectoring ‘‘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.
Vector Processing ■ Serving as a coverage point for specific call operations (for example, sending calls to a secretary during the day and to AUDIX at night). VDN as a coverage point is illustrated in Chapter 4, "Basic Call Vectoring". Service Observing VDNs The Service Observing feature provides the option of being able to observe VDNs with G3V3 and later releases.
Fundamentals of Call Vectoring Each of these control flow types is fully described in the upcoming chapters. NOTE: Call Vectoring has an execution limit of 1,000 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.
Vector Processing ■ 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.
Fundamentals of Call Vectoring ■ 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.
Vector Processing ■ Number of staffed agents in a split (explained earlier in this chapter) ■ Number of available agents in a split (explained earlier in this chapter) ■ Number of calls queued at a given priority to a split ■ Amount of time that the oldest call has been waiting in a split ■ Average Speed of Answer for a split or a VDN ■ Expected Wait Time for a split or for a call that has entered vector processing ■ Number of calls active in a VDN ■ Caller identity (ANI) ■ Type of origina
Basic Call Vectoring 4 Introduction Basic Call Vectoring allows you to ‘‘program’’ the type of treatment a telephone call receives. You can program accordingly by using a set of vector commands. Vector commands can direct calls to various destinations, such as adjuncts and splits. The commands can also direct calls to various treatments, such as announcements, a forced disconnect, a forced busy, or a delay treatment.
Basic Call Vectoring Command Set The following table illustrates the commands used for Basic Call Vectoring. Table 4-1. Basic Call Vectoring Command Set Command Category Action Taken Command TREATMENT Play an announcement. announcement Delay with audible feedback of silence, ringback, system music, or alternate audio/music source. wait-time Play a busy tone and stop vector processing. busy Disconnect the call. disconnect Execute a Voice Response Unit (VRU) script.
Functions and Examples The following sections explain these functions. Providing Call Treatments In this guide, the term treatment is used to indicate the type of feedback the caller receives if the caller is not immediately connected to an agent, or if the call center is too busy or not in operation.
Basic Call Vectoring Delay Announcements Here is an example of a delay announcement: announcement 2556 (‘‘All our agents are busy. Please hold.’’) Figure 4-1. Delay Announcement If the caller does as suggested but ends up waiting an appreciable amount of time without receiving further feedback, he or she may tire of waiting and hang up.
Functions and Examples Information Announcements Under certain circumstances, the customer may find it necessary to provide the caller with recorded information that, by its very content, resolves a problem with such finality that the caller feels no need to follow up on his or her call. Such a recorded message is referred to as an information announcement. An example follows: disconnect after announcement 2918 (‘‘Today has been declared a snow day. Please report for work tomorrow at 8 A.M.
Basic Call Vectoring processing stops, the call is dropped. Feed back also continues while a call is queued to a converse split, that is, any split routed to by a converse-on split command, and while data is being passed to a Voice Response Unit (VRU) (see the "Voice Response Scripts" section later in this chapter). Finally, feedback also continues during the wait period before the connection of an announcement and/or a Touch-Tone Receiver (TTR).
Functions and Examples alternative audio or music source until it is replaced by a subsequent vector step regardless of the time specified in the wait-time step. Busy Tone A busy tone and subsequent termination of vector processing are produced via the busy command. An exception to this occurs on CO trunks where answer supervision has not been sent. Callers on such trunks do not hear the busy tone from the switch. Instead, these callers continue to hear ringback from the CO.
Basic Call Vectoring The disconnect command itself has a built-in announcement option. We saw an example of the command when we were discussing information announcements earlier in this chapter. Here’s the example again: disconnect after announcement 2918 (‘‘Today has been declared a snow day. Please report for work tomorrow at 8 P.M.’’) Figure 4-8. Disconnecting a Call This example presents an ideal use of the disconnect command.
Functions and Examples ■ Text to speech capabilities. ■ Speech recognition. ■ Increased recorded announcement capacity. ■ Audiotex applications. ■ Interactive Voice Response (IVR) applications. ■ Transaction processing applications. One of the advantages of VRI is that it allows users to make more productive use of queuing time.
Basic Call Vectoring For this example, let’s suppose first that a caller would like to hear information concerning car loans. Let’s also assume the call is queued to split 1 (Step 2) and that vector processing proceeds to Step 6. In such a case, the converse-on split command in this step delivers the call to the converse split if there is a queue for the split and the queue is not full, or if a VRU port is available. (Otherwise, vector processing continues at the next vector step.
Functions and Examples ■ Leaving recorded messages ■ Sending calls to a vector-programmed number (that represents an internal or external destination) ■ Routing calls to a Feature Access Code that will activate Service Observing ■ Adjunct Routing The following sections discuss these routing procedures (except for adjunct routing, which is fully described in Chapter 9). Queuing Calls to ACD Splits Calls that come into the Call Vectoring system can be queued to a maximum of three ACD splits.
Basic Call Vectoring step 4 to check the backup splits. Although calls are queued in Step 2 at a top priority, a low priority is specified in step 1 so that calls in queue at all priority levels are counted. If there are 10 or fewer calls in the main split, control is passed to Step 2, where the queue-to main split command queues the call to split 1. Once the call is queued, vector processing continues at the next step. Step 4 contains a check-backup split command.
Functions and Examples Leaving Recorded Messages Basic Call Vectoring allows the caller to leave a message for the customer if the agents at the customer site are not available to take telephone calls. This is done with the help of the messaging split command. Let’s take a look at an example. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.
Basic Call Vectoring here) usually contains an announcement that provides the caller with the appropriate apology and subsequent directives. If the caller is successfully connected to AUDIX, vector processing terminates, and a message may be left for the specified mailbox (2000, in this case). Finally, if the supervisor or a group of agents has an Automatic Message Waiting (AMW) Lamp for the mailbox used, and if the lamp lights, the relevant party, upon returning, knows a caller has left an AUDIX message.
Functions and Examples successful), it simply connects the caller to the split so the caller may leave a message for the specified extension. However, termination to the split may turn out to be unsuccessful due to a factor that cannot be “checked” by vector processing. (For example, the AUDIX link might be down, or all AUDIX ports might be out of service.
Basic Call Vectoring The following vectors illustrate how interflow is used: VDN (extension=1000 name=‘‘Billing Service’’ vector=55) Vector 55: 1. announcement 3001 2. goto step 8 if oldest call-wait in split 1 pri l > 120 3. goto step 8 if calls-queued in split 1 pri l > 10 4. queue-to main split 1 pri t 5. wait-time 50 seconds hearing music 6. announcement 3002 7. goto step 5 if unconditionally 8.
Functions and Examples Service Observing vectors allow users to observe calls either from a remote location or a local station. A Service Observe button is not required. The use of a Service Observing vector limits users to listen-only or listen-talk observing. The observer cannot toggle between the two states. Service Observing vectors can be used to observe physical extensions, EAS logical agent LoginIDs, and VDNs.
Basic Call Vectoring In this vector the caller is connected to a listen-only Service Observing FAC. Once connected, the user must dial the extension number to be observed. To observe in a listen/talk mode, the observer would dial a different VDN. Branching/Programming Basic Call Vectoring provides several programming methods that affect the processing flow within the vector.
Functions and Examples vector commands, each with one of the following conditions assigned and tested: available-agents, staffed-agents, calls-queued, oldest call-waiting, or time-of-day. When Advanced Vector Routing is enabled, additional conditions can be tested: rolling-asa, counted-calls, expected-wait. See Chapter 6, "Advanced Vector Routing" for more information. When ANI and II-Digits Routing is enabled, the ani and ii-digits conditions can also be tested with a goto command.
Basic Call Vectoring The following vector illustrates how vector processing is stopped via the stop command. 1. 2. 3. 4. 5. 6. goto step 6 if calls-queued in split 21 pri m > 10 queue-to main split 21 pri m announcement 4000 wait-time 30 seconds hearing ringback stop busy Figure 4-17. Stopping Vector Processing If the stop command is reached, the queued caller will continue to hear ringback. Also, if the stop command in Step 5 is executed, Step 6 is not executed immediately thereafter.
Call Prompting 5 Introduction Call Prompting provides flexible call handling based on information collected from a calling party. This information comes in the form of dialed digits originating from an internal or external touch-tone telephone, or from an internal rotary telephone. In effect, Call Prompting allows for the temporary transfer of call management control to the caller.
Call Prompting Command Set The following table illustrates the commands used for Call Prompting: Table 5-1. Call Prompting Command Set Command Category Action Taken Command INFORMATION COLLECTION Collect information from the calling party or from a Voice Response Unit (VRU). collect digits TREATMENT Play an announcement. announcement Delay with audible feedback of silence, ringback, system music, or an alternate audio/music source. wait-time Leave a message.
Call Prompting Digit Entry For existing systems that are adding a Call Prompting application, the AT&T Account Team recommends the appropriate number of TTRs based on two factors, as follows: ■ Account team input to the DOSS/ATTOMS configuration ■ Application review by the AT&T Design Center Outside callers must have a touch-tone phone to enter the digits requested via the collect digits command.
Call Prompting Removing Incorrect Digit Strings The customer can (and probably should) include an announcement that requests the caller to enter digits. As an option, the announcement can instruct the caller to enter an asterisk (*) if he or she enters incorrect data. When the caller enters a ‘‘*,’’ the following happens: 1. Digits collected for the current collect digits command are deleted. NOTE: Also deleted are any dial-ahead digits that are entered and that do not exceed the maximum digit count of 24.
Functions and Examples or vectors chained to it, do not contain another collect digits command, the extra digits are discarded. If the caller enters fewer digits than the maximum number specified and does not complete the entry with “#,” a Call Prompting timeout occurs. The timeout terminates the command, and any digits collected prior to the timeout are available for subsequent vector processing.
Call Prompting These functions are illustrated in the following sections. Treating Digits as a Destination Call Prompting allows you to route calls according to the digits collected from the caller. Once the digits are collected via the collect digits command, the route-to digits command attempts to route the call to the destination that the digits represent. The command always routes the call to the destination that is indicated by the digits processed by the most recent collect digits command.
Functions and Examples applies, and vector processing terminates. (Even if the destination is busy, vector processing terminates because coverage call processing takes effect.) NOTE: From time to time, all of the system’s TTRs might be in use. As a result, you should avoid starting your main vector with a collect digits command, since the caller in this case receives no audible feedback if he or she has to wait for a TTR to become available.
Call Prompting ■ The “?” represents a single digit. Any number of them can be used at any position in the digit string. Tables are entered on the Vector Routing Table form. Each table can have up to 100 entries. See DEFINITY Communications System Generic 3 Version 4 Implementation, 555-230-655 or DEFINITY Communications System Generic 3 V2/V3 Implementation, 555-230-653 for complete instructions for creating Vector Routing Tables. The following figure gives an example of a Vector Routing Table.
Functions and Examples The following vector could be used to test against numbers in this table. 1. wait-time 0 seconds hearing ringback 2. collect 7 digits after announcement 200 (“Please enter your account number) 3. goto vector 8 if digits in table 10 4. queue-to main split 5 pri l 5. wait-time 10 seconds hearing ringback 6. announcement 2771 7. wait-time 10 seconds hearing music 8. goto step 6 if unconditionally Figure 5-4.
Call Prompting Entries in Vector Routing Tables can also be tested against the telephone number of the caller (ANI). See "ANI and II-Digits Routing" on page 7-1 for more information. Using Digits to Select Options Call Prompting allows you to provide a menu of options that the caller can use to satisfy his or her information needs. The caller selects the desired option by entering the appropriate requested digit. Once the digit is entered, a conditional branch to the appropriate treatment is made.
Functions and Examples customer account number) before the caller is connected to the agent, thus eliminating the need for the agent to ask for this information. The CALLR-INFO button displays information in the following format: x=Info: 1234567890 where ■ x is a call appearance letter (for example, a, b, c, etc.) ■ 1234567890 represents the digits collected from the caller The digits entered by the caller are collected by the most recent collect digits command.
Call Prompting section (provided the agent is active on the call or the call is still alerting). Also, the agent can flip between the collected digits and the ICI by alternately pressing the CALLR-INFO and NORMAL buttons. Passing Digits to an Adjunct Call Prompting allows for the passing of information (in the form of collected digits) to an adjunct for further processing. Digits are passed to the adjunct via the ASAI Adjunct Routing capability.
Functions and Examples Creating Service Observing Vectors As mentioned in Chapter 4, Service Observing vectors can be constructed to allow users to observe calls from a remote location or local station.
Call Prompting User-Entered FAC and Extension The following vector connects a user directly to the Service Observing FAC and extension based on digits collected by Call Prompting. 1. wait-time 0 secs hearing ringback 2. collect 5 digits after announcement 2300 (‘‘Please enter your 5-digit security code.’’) 3. goto step 5 if digits = 12345 (security code) 4. disconnect after announcement 2000 5. wait-time 0 seconds hearing ringback 6.
Dial-Ahead Digits she desires. These digits are available for use only by subsequent collect digits commands. The digits are never used by other vector commands that operate on digits (for example, route-to digits, goto...if digits, etc.) until they are collected. In addition, these digits are not displayed as part of the CALLR-INFO button operation (see the next section) until they are collected by a collect digits command.
Call Prompting VDN (extension=1032 name=Schedule vector=32) Vector 32 1. collect 1 digits after announcement 5000 (‘‘If you wish to hear today’s schedule of games in both divisions, please press 6. If you wish to hear today’s schedule of games in the Northern Division only, please press 7. If you wish to hear today’s schedule of games in the Southern Division only, please press 8.’’) 2. goto step 7 if digits = 6 3. goto step 7 if digits = 7 4. goto step 9 if digits = 8 5.
Dial-Ahead Digits vector or of terminating the phone call. If the caller selects the former option (by entering 9), the call is routed to the first vector, and the entire process is repeated. Note the third vector is similar in design to the second vector. The major difference is the information provided and the requested digit entries. In our example, we have just seen that the caller has to go through at least two sets of options to get the information he or she wants.
Call Prompting NOTE: When the TTR is disconnected due to a route-to number, route-to digits, converse-on or an adjunct routing step, all dial-ahead digits will be discarded. This means that following a failed route-to, converse or adjunct routing step, a subsequent collect digits step always requires the user to enter digits. The caller who enters dial-ahead digits no doubt knows which digits to enter ahead of time due to his or her familiarity with the service provided.
ASAI-Provided Dial-Ahead Digits ASAI-Provided Dial-Ahead Digits The ASAI-provided digits feature allows an adjunct to include digits in a Route Select capability. These digits are treated as dial-ahead digits for the call. Dialahead digits are stored in a dial-ahead digit buffer and can be collected (one at a time or in groups) using the “collect digits” vector command(s).
Advanced Vector Routing 6 Introduction Advanced Vector Routing adds significantly to the conditional routing capabilities of Basic Call Vectoring. Specifically, it adds the following conditions for routing calls. ■ Expected Wait Time (expected-wait) ■ Rolling Average Speed of Answer (rolling-asa) ■ VDN Calls (counted-calls) Command Set The following table illustrates the commands used in Advanced Vector Routing. Table 6-1.
Advanced Vector Routing Expected Wait Time (EWT) EWT Routing allows you to make routing decisions based on the time that a caller can expect to wait in queue. This wait time can be predicted for a split or for a call. When predicted for a split, the wait time indicates the amount of time the caller can expect to wait if the call is queued to the specified split.
Expected Wait Time (EWT) EWT is infinite if: ■ There are no logged-in agents ■ All logged-in agents are in AUX work mode ■ The split queue is full ■ There is no split queue and all agents are busy ■ The split queue is locked EWT for a Call EWT for a call is the remaining time a caller can expect to wait before his or her call is serviced from queue.
Advanced Vector Routing The VRU can also announce expected wait time to a caller periodically throughout the time that a call is in queue. In this way, the caller can observe his or her progress up the queue. However, this approach should be used with caution. Circumstances such as a reduction in the number of agents or a sudden influx of higher priority calls could cause the caller’s expected wait time to increase from one announcement to the next.
Expected Wait Time (EWT) To prevent inaccurate predictions when there is no historical information, administer the “Expected Call Handling Time” field on the Hunt Group form. The value in this field is then used in place of the missing historical data.If the value of this field does not accurately reflect the call handling times of the split, EWT predictions may be inaccurate until some call history is generated.
Advanced Vector Routing 1. 2. 3. 4. 5. 6. 7. 8. 9. Figure 6-3.
Expected Wait Time (EWT) VECTOR 101 1. queue-to main split 3 pri h 2. goto step 4 if expected-wait for call <= 600 3. busy 4. wait-time 12 seconds hearing ringback 5. announcement 3001 (“Thank you for calling ABC Inc. All agents are busy, please wait and we will get to your call as soon as possible”) 6. goto vector 202 if unconditionally VECTOR 202 1. goto step 13 if expected-wait for call > 280 2. goto step 11 if expected-wait for call > 165 3. goto step 9 if expected-wait for call > 110 4.
Advanced Vector Routing Notice also that vector 202 can be used for any application requiring that the caller be notified of their remaining time in queue. Example 3 — Using EWT to Route to the Best Split With EWT, you may wish to change your normal queuing strategy of queuing calls to multiple splits in order to insure the call is answered in the shortest possible time. This strategy uses additional system resources and can make it more difficult to read and analyze split reports.
Expected Wait Time (EWT) Factors that Effect the Value of EWT Factors that Cause EWT for a Split Priority Level to Increase Most common: ■ Number of calls in queue increases ■ Agents logout ■ Agents go on break (AUX work mode) ■ Agents are moved to another split ■ Agents with multiple splits answer an increasing number of calls in other splits Other possibilities: ■ Average talk time increases ■ Number of calls at higher priority increases ■ Number of DAC calls increases ■ Number of RONA c
Advanced Vector Routing Rolling Average Speed of Answer (ASA) Rolling ASA Routing allows you to make routing decisions based on the current average time that it takes for a call to be answered in a split or VDN. In this way, a vector can route a call to the VDN or split where it is likely to be answered most quickly. The Average Speed of Answer used for vector routing is called “rolling” ASA to differentiate it from the “interval” ASA that is recorded in BCMS and CMS reports.
Rolling Average Speed of Answer (ASA) Rolling ASA VDN Calculation The rolling ASA for a VDN is the average time it takes for a call to be answered from the time it starts processing within the specified VDN until it is answered. It includes any time spent in vector processing including time spent in announcements administered as vector steps. If the call is answered by an agent, it includes the time the call is waiting in queue and the time it is ringing at the agent’s voice terminal.
Advanced Vector Routing 1. 2. 3. 4. 5. 6. 7. 8. Figure 6-6. queue-to main split 10 pri h goto step 6 if rolling-asa for split 10 <= check-backup split 11 pri h if rolling-asa check-backup split 12 pri h if rolling-asa check-backup split 13 pri h if rolling-asa announcement 10000 wait-time 40 secs hearing music goto step 3 if unconditionally 30 <= 30 <= 30 <= 30 Rolling ASA Routing Step 1 queues the call to the main split.
VDN Calls As with other Advanced Vector Routing conditionals, the VDN for a goto step can be specified in three ways: a VDN number, the value “latest,” or the value “active.” The following section describes which calls are included in the VDN Calls counts and which are not. Counted Calls The VDN call count includes: ■ Incoming trunk calls that route directly to the VDN. ■ Incoming trunk night service calls where the VDN is the night service destination.
ANI and II-Digits Routing 7 Introduction ANI and ii-digits allow you to make vector routing decisions based on the caller identity and the type of the originating line. Command Set ANI and ii-digits are both used for conditional branching with the goto step. The following table illustrates the commands used in ANI/II-Digits Routing . Table 7-1. ANI/II-Digits Routing Command Set Command Category BRANCHING/ PROGRAMMING Action Taken Command Go to a vector step. goto step Go to another vector.
ANI and II-Digits Routing ANI (Automatic Number Identification) is based on the Calling Party Number (CPN). It is not always identical to the Billing Number. For example, if the call is placed by a user from a Private Branch Exchange (PBX), the CPN can be either the PBX billing number or the Station Identification Number. The ANI routing digit string can contain up to 16 digits. This sup ports international applications. However, ANI information in North America only contains 10 digits.
ANI Routing 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Figure 7-1.
ANI and II-Digits Routing VECTOR ROUTING TABLE Name: California Number: 6 1: 2: 3: 4: 5: 6: 7: 8: 9: 10: 11: 12: 13: 14: 15: 16: 714+ 805+ 619+ 707+ 209+ 310+ 213+ 408+ 510+ 818+ 909+ 916+ 415+ _______ _______ _______ Figure 7-2.
II-Digits Routing II-Digits Routing II-digits routing allows you to make routing decision based on the type of the originating line. In this way, calls from pay phones, cellular phones, or motel phones for example can receive unique routing. See "II-Digits Routing Example" later in this section for more information. II-digits (Information Indicator digits) is a 2-digit string provided for an incoming call by ISDN PRI. II-digits delivery is a generally available ISDN PRI AT&T Network service.
ANI and II-Digits Routing ■ If the transfer is completed after the call reaches the ii-digits conditional, the ii-digits value of the terminal executing the transfer is used. Under normal circumstances, there will be no ii-digits for a terminal executing a transfer. To ensure that the originator’s ii-digits is preserved, add a filler step (such as wait with silence) to the beginning of the vector. In this way a transfer can complete before the ii-digits conditional is encountered.
II-Digits Routing Table 7-2.
ANI and II-Digits Routing 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. Figure 7-4.
Look-Ahead Interflow 8 Introduction Look-Ahead Interflow enhances Call Vectoring for call centers with multiple ACD locations. Look-Ahead Interflow allows these centers to achieve optimal callhandling capability and agent productivity by intelligently routing calls among call centers to achieve an optimum ACD load balance. This service is provided via ISDN-PRI D-channel messaging. The receiving switch is able to accept or deny interflowed calls sent by the sending switch.
Look-Ahead Interflow will be disconnected. This command with coverage y should only be used for those cases when an unconditional interflow is wanted (with LookAhead Interflow active) and the terminating switch is set up accordingly. Functions and Examples When a Look-Ahead Interflow call attempt is made, Call Vectoring at the sending location checks a potential receiving location to determine whether to hold or send the call. While this is done, the call remains in queue at the sending location.
Functions and Examples Two Switch Configuration Look-Ahead Interflow is enabled through the use of call vectors and their associated commands. For a two switch configuration, these vectors are included in both the sending switch, which processes vector outflow, and the receiving switch, which processes vector inflow. The Two Switch Configuration for LAI is illustrated as follows: INCOMING CALLS SENDING SWITCH ISDN - PRI PRIVATE NETWORK MAIN SPLIT Figure 8-1.
Look-Ahead Interflow Here’s an example of an outflow vector that might be included in a sending switch: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.
Functions and Examples ■ Number of calls in split’s queue ■ Average Speed of Answer ■ Active VDN Calls ■ Expected Wait Time ■ ANI ■ II-Digits Once inflow checking is complete, acceptance of the Look-Ahead Interflow call is accomplished by executing any of the vector commands presented in the following table: NOTE: For each command in the next three tables, only one of the corresponding qualifications need be true for the command to effect the desired result (call acceptance, call denial, or no
Look-Ahead Interflow Table 8-1.
Functions and Examples If the receiving switch decides it is unable to accept the Look-Ahead Interflow call, call denial is accomplished by executing either of the vector commands listed in the following table. One recommendation: use busy instead of disconnect to allow for compatibility with similar network services such as ADR. Table 8-2.
Look-Ahead Interflow Table 8-3. Neutral Vector Commands Neutral Vector Command Qualification adjunct routing ■ Always announcement ■ Announcement unavailable check-backup split ■ Call neither terminates nor queues NOTE: This occurs only if the command fails due either to a full split queue or to a split that is not vectorcontrolled.
Functions and Examples The following is an example of an inflow vector that might be used by a receiving switch: 1. 2. 3. 4. 5. 6. goto step 6 if calls-queued in split 1 pri h > 5 queue-to main split 1 pri h announcement 4000 wait-time 2 seconds hearing music stop busy Figure 8-3. Receiving Switch Inflow Vector Step 1 of this inflow vector checks the inflow thresholds. The goto step command in Step 1 checks the number of queued calls in split 1.
Look-Ahead Interflow INCOMING CALLS SENDING SWITCH ISDN - PRI MAIN SPLIT Figure 8-4. TANDEM SWITCH ISDN - PRI BACKUP SPLIT FAR END SWITCH ALTERNATE BACKUP SPLIT LAI Using a Tandem Switch Sending Switch Operation The sending switch is unaware that its Look-Ahead Interflow call is being tandemed to an alternate switch. The operation of the sending switch in the tandem switch configuration is the same as that in the two switch configuration.
Functions and Examples Step 1 of this vector checks the inflow threshold. If the inflow criteria are acceptable, the vector flow drops to Step 2, where the queue-to main split command provides acceptance to the sending switch. Thereafter, Steps 3 through 5 provide a typical queuing-wait scheme. If, however, the inflow criteria are not acceptable, a branch is made to Step 6. The route-to command in this step checks another switch enabled with LookAhead Interflow on a “look-ahead” basis.
Look-Ahead Interflow ■ Call routes to a VDN ■ DNIS name field is not blank The type of DNIS information that is displayed depends upon a number of different scenarios. This information is presented in the following table: Table 8-4.
Functions and Examples Look-Ahead Interflow with AT&T Network Alternate Destination Redirection (ADR) Call Vectoring and Look-Ahead Interflow are compatible with and supplement the AT&T network services Alternate Destination Redirection (ADR) rerouting feature. ADR uses ISDN-PRI connectivity with the customer-premises PBX/ACD in the same manner as Look-Ahead Interflow to allow the receiving PBX/ACD to indicate whether a call is to be accepted or rejected.
Look-Ahead Interflow 4. If the oldest call waiting time is less than 60 seconds, step 4 accepts the call and queues it. ADR then connects the call through to the receiving PBX/ACD. 5. Steps 5-7 provide ringback, announcement, and music to the caller. If the vector at location A rejects the call by sending a busy indication back to the network over the ISDN-PRI link, ADR reroutes the call to location B, which must accept the call.
Adjunct Routing 9 Introduction Adjunct Routing allows an associated adjunct to make a call routing decision when it encounters an adjunct routing vector command during vector processing. An adjunct is any processor connected to a switch that can use ASAI features. The adjunct makes a routing decision according to caller information and/or agent availability, and it returns the routing response to the switch. Adjunct Routing can be used in conjunction with Call Prompting and Look-Ahead Interflow.
Adjunct Routing extension, or a particular agent. An adjunct can also provide priority ringing and priority queuing. Sending the Call Route Request Here’s an example of a simple vector that uses adjunct routing: 1. 2. 3. 4. adjunct routing link 1111 wait-time 60 seconds hearing ringback route-to number 0 with cov n if unconditionally disconnect after announcement 2000 Figure 9-1. Adjunct Routing Vector In this vector, 1111 is the extension number of an ASAI link.
Functions and Examples If the call is queued, the adjunct routing step is ignored, and vector processing continues at the next vector step. NOTE: For reasons that we discuss later in this chapter, you should always include a wait-time step, announcement or another adjunct routing step (G3V3 and later releases) after an adjunct routing step. Effects of ASAI Link Failure on Vector Processing If the ASAI link specified in the adjunct routing step is down, the step is skipped.
Adjunct Routing The following vectors can be used to illustrate the processes just described. VDN (extension=1040 name=‘‘Ad Route’’ vector=40) Vector 40 1. adjunct routing link 1000 (link is down) 2. wait-time 10 seconds hearing ringback 3. adjunct routing link 2000 (link is down) 4. goto step 7 if available-agents in split 20 < 1 5. wait-time 10 seconds hearing ringback 6. goto vector 50 if unconditionally 7. goto step 10 if calls-queued in split 20 pri l > 50 8. announcement 4001 9.
Functions and Examples control is sent to Step 10, where the route-to number command sends the call to vector 60, which allows the caller to leave a recorded message. The first step of vector 60 contains an announcement command, which is not skipped, since the treatment step is not the first non-goto step branched to by a goto step that follows an adjunct routing command whose ASAI link is down [the route-to number step (Step 10) in vector 40 is the first such step].
Adjunct Routing Accordingly, you should almost always include either a wait-time step or an announcement step immediately after an adjunct routing step. Moreover, the switch cancels the route request if vector processing encounters a step containing one of the following commands: ■ adjunct routing (G3V2 and earlier releases.) G3V3 and later releases allow multiple outstanding adjunct route requests.
Functions and Examples judgement should be used in determining which of the treatment commands is best for the particular application. Finally, note that the adjunct can also decide to not route a call by rejecting (that is, negatively acknowledging) the route request sent by the switch. Upon receiving a route request rejection, the switch terminates the announcement or wait-time step that is being executed for the call and then continues with the next vector step.
Adjunct Routing NOTE: The operation described in the previous paragraph is similar to that for the route-to with coverage command. Multiple Outstanding Route Requests This feature allows multiple ASAI Route Requests for the same call to be active at the same time (simultaneously). The Route Requests can be over the same or different ASAI links. The requests are all made from the same vector. They must be specified backto-back, without intermediate (wait-time, announcement, goto, or stop) steps.
Multiple Outstanding Route Requests User Scenarios Figure 9-5 shows a typical vector where multiple adjunct route requests to multiple links will be active at the same time. The first adjunct to route the call is the active adjunct (that is, it specifies which VDN the call should be routed to at that point). 1. 2. 3. 4. 5. 6.
Expert Agent Selection 10 Introduction Expert Agent Selection (EAS) allows Call Center managers to provide the best possible telephone service to the caller by matching the needs of the caller with the skills or talents of the agents. Caller needs and agent skills are matched via Call Vectoring. Skills can be thought of as needs or desires on the part of the caller and also the abilities or talents of the agent.
Expert Agent Selection Logical Agent implies that voice terminals are no longer preassigned to hunt groups; only when the agent logs in does the terminal become associated with all of the skill hunt groups assigned to the Agent Login ID. With EAS optioned and enabled, ACD calls can also be directed to a particular agent, instead of to the skill hunt group, by using the Direct Agent Calling feature.
Identifying Caller Needs who speak Spanish or English. The callers in this case either need to plan a vacation route or have car trouble and are calling for assistance. Table 10-1.
Expert Agent Selection DNIS/ISDN Called Party Recall from Chapter 3 that a set of DNIS digits can be interpreted as a VDN. The following table presents four services and their corresponding telephone number (including DNIS digits) that might be provided to the caller. Table 10-2.
Functions and Examples In this example, the caller is requested to dial the appropriate number between ‘‘1’’ and ‘‘4 (cuatro),’’ inclusive. Host Database Lookup A host database lookup uses DNIS and ANI (calling party’s number) to determine what skills are required or even the agent desired. For example, the database may show that the caller speaks Spanish and has been working with Agent 1367. To access host information, either ASAI or a VRU in conjunction with a converseon skill step is used.
Expert Agent Selection Spanish callers as well as from callers who speak another language (probably English). Skills for an application can be illustrated via a table. The following table presents a very abbreviated example of such a skill distribution for an auto club. We will refer back to this table several times in this chapter. Table 10-4.
Functions and Examples calls either after putting a call on hold, or when active on another ACD call. Forced Multiple Call Handling can be used to give priority to an ACD call over an in-progress non-ACD call, or to give priority to a call from one skill over an inprogress call from a different skill. See “Multiple Call Handling” in the DEFINITY Communications System Generic 3 Feature Description, 555-230-204 for more information. To administer skills, the relevant Hunt Group form must be completed.
Expert Agent Selection It is recommended that the 1st skill administered to a VDN be the skill required or desired to service a call to that VDN. The 2nd and 3rd skills administered to a VDN should represent other skills that are allowed to handle calls to that VDN. All skills to a VDN are optionally administered. The following table illustrates how skill preferences can be assigned to the five VDNs used for the auto club that we discussed earlier.
Functions and Examples Now, let’s take a look at the following table, which illustrates the skill preferences assigned for one specific VDN (3333) that is used for the auto club: Table 10-6.
Expert Agent Selection enters the switch and is directed to VDN 3333, which points to the appropriate vector. As illustrated earlier, VDN skill Preferences 33, 44, and 99 are administered as the 1st, 2nd, and 3rd skill preferences, respectively, for VDN 3333. We will hold off explaining the vector processing of our application until the "Delivering the Call to the Skill Queue" section. Vector Directory Number (VDN) Form The Vector Directory Number (VDN) form is used to administer VDN skills.
Functions and Examples Call Vector Form Completion of the Call Vector form is required for using vectors with EAS. The form contains three pages. However, if your vector contains 11 or fewer instructions, you need populate only the first page of the form.
Expert Agent Selection hunt group that the agent is logged in to. If you wish to use a separate skill as a direct agent skill, you must ensure that this skill is the first skill administered for all agents who receive direct agent calls. The following table illustrates the assignment of agent skills. NOTE: Refer to Table 10-4 for a description of the skills indicated in the following table. Table 10-7.
Functions and Examples Delivering the Call to the Skill Queue Now that we have defined and illustrated VDN skills and agent skills, we are ready to discuss (with the help of an example) how a call is delivered to a skill hunt group queue via vector processing. The skills assigned to a VDN define the requirements in the vector for routing calls to an ACD agent with a particular set of skills. These skills become active for an ACD call whenever a queue-to main skill command is executed.
Expert Agent Selection announcement provided in Vector 2 is in Spanish, whereas the announcement in Vector 3, which is executed in our example, is in English. Note also that each of the queue-to main skill commands in Vector 2 queues the call at a high priority, whereas only one of the queue-to main skill commands in Vector 3 queues the call at this high a priority level.
Functions and Examples Once the caller dials ‘‘555-5555,’’ the call enters the switch and is directed to VDN 5555, which points to our Call Prompting vector. At this point, vector processing begins. Step 1 provides ringback if the caller has to queue for the announcement in Step 2. The collect digits command in Step 2 first provides an announcement requesting the caller to dial ‘‘1,’’ ‘‘2,’’ ‘‘3,’’ or ‘‘4,’’ depending upon the caller need and the caller’s language speaking ability.
Expert Agent Selection To illustrate this, let’s first modify and expand on the Auto Club Skill Table (Table 10-4) presented earlier in this chapter: Table 10-8.
Functions and Examples Now we are ready to consider the following vector, which is a variation of one presented earlier in this chapter: 1. 2. 3. 4. 5. 6. 7. queue-to main skill 1st pri m announcement 4555 queue-to main skill 2nd pri l wait-time 10 seconds hearing music check-backup skill 3rd pri l if calls-queued < 3 announcement 4666 check-backup skill 99 pri l if available-agents > 0 Figure 10-7.
Expert Agent Selection agents > 0) to the super agent pool (Supergroup-99). If the call is queued, and if an agent in the super agent pool is available, this agent answers the call. NOTE: If the call has already queued to all three VDN skill hunt group preferences, it will not queue to the specific skill hunt group. This reflects the restriction that a call can only queue to a maximum of three splits or skills. The best approach is to test the splits/skills first to determine where to queue the call.
Functions and Examples illustrated in the following table (which also provides the skill and priority level associated with each call): Table 10-10. Example of Skill Call Queue Sequence Call Time Queued Skill No. Priority Level A 8:00 13 Medium B 8:01 47 Top C 8:02 22 Direct Agent D 8:03 22 Top E 8:04 22 Medium Given this scenario, the following table indicates and explains the order in which Jill would handle the five calls: Table 10-11.
Expert Agent Selection The following table illustrates a call scenario that is valid for either UCD or EAD: Table 10-12.
Functions and Examples Given this scenario, the following table illustrates how Calls A, B, and C are distributed via UCD and EAD: Table 10-13. Example of Call Distribution via UCD/EAD Time UCD or EAD? 9:04 9:06 9:08 Result Reason UCD Jill receives Call A. Jill is the most idle agent for skill 47. EAD Jack receives Call A. Jack is the ‘‘more expert’’ agent because he has skill 47 as a primary skill whereas Jill has skill 47 as a secondary skill. UCD Jill receives Call B.
Expert Agent Selection ACD Login ID Dialing The ACD Login IDs used in EAS are extension numbers included in a station numbering plan but not administered as stations.
Functions and Examples ■ Upon hearing the dial tone, entering the login Feature Access Code (FAC) or selecting the Login Ab breviated Dialing (AD) button ■ Upon hearing the dial tone, entering the 1- to 5-digit Login ID NOTE: If someone is already logged in at that terminal, the agent will hear intercept. ■ Upon hearing the dial tone, entering (optionally) the 0- to 9-digit password.
Expert Agent Selection Inward Dialing (DID) or an 800 number. Both the receiving agent’s Login ID COR and the originator’s (caller’s) COR must have ‘‘Direct Agent Calling’’ set to ‘‘y.’’ The caller’s COR is for the following: — Voice terminal extension (for internal calls or transfers) — Trunk group (for DID calls) — VDN (for prompted calls) ■ If the call covers or is forwarded, the COR of the originator (or VDN) and the final agent is used.
Interactions Involving EAS Voice terminals are fully functional if an agent is not logged in. The restrictions, coverage, and name revert to the voice terminal administration when the agent logs out. If a number of users are sharing one voice terminal (due to job sharing or shifts, for example), a unique Login ID extension is assigned to each user. Therefore, whenever a user is logged out, any calls to that user (login ID) are sent to his or her coverage path.
Expert Agent Selection Agent Work Modes With EAS optioned, an agent can be in only a single work mode for all skills at any one time (for example, an agent cannot be in AUX work mode in one skill hunt group and also available in another skill hunt group). Also, if the After Call Work (ACW) mode button is selected, the agent is placed into ACW for the first skill administered and logged into. Assist This feature is used for skill hunt groups (that is, there is one supervisor per skill hunt group).
Interactions Involving EAS Automatic Answering with Zip Tone This feature can be administered only for a physical extension. The feature is not associated with a LoginID. Basic CMS The Basic CMS user interface remains the same when EAS is optioned. The only change is that the labeling of the headings is changed from ‘‘split’’ to ‘‘skill.’’ With releases prior to G3V3, BCMS agent reports are based on the physical extension rather than on Login IDs. Accordingly, agents are tracked by physical extensions.
Expert Agent Selection In some cases, the person un-parking the call may also be able to dial the Answer-Back FAC and the logical agent extension of the agent who parked the call. This operation is possible if the Class of Restriction (COR) of both the agent parking the call and the terminal or agent un-parking the call have a COR with the Direct Agent Calling flag set to “y.
Interactions Involving EAS an alphanumeric display and an inspect button. When the inspect button is pressed during a call to or from the EAS agent, the physical terminal name of the agent is displayed. Calls to the physical extension show the physical extension’s number and name on the originator’s display. Look-Ahead Interflow Skills are not sent to another ACD/PBX when a call interflows using Look-Ahead Interflow.
Expert Agent Selection Commands for OCM Predictive Calls The Call Vectoring commands indicated in the following table are available for processing OCM Predictive Calls. The customer must design vectors intended for processing predictive calls in such a manner that the vectors are limited to the supported steps. The following table lists the supported commands and provides a brief comment for each command. Table 10-14.
Interactions Involving EAS Remote Service Observing Remote access to the Service Observing (SO) FACs can be provided via the Remote Access feature or through Service Observing vectors. See "Service Observing" on page 4-16 and "Creating Service Observing Vectors" on page 513 for additional information. SMDR/CDR For skill calls, the ‘‘called party’’ field can optionally be the Agent Login ID. VDN Override If VDN Override is set on the ‘‘previous’’ VDN, the VDN skills of the ‘‘current’’ VDN are used.
Expert Agent Selection ■ Direct Agent third-party make calls (ACD calls terminated to a selected member of an ACD skill group) may be requested by including a Direct Agent option, an agent’s physical extension and a skill group extension (compatibility mode), or by requesting a user-classified third-party make call with a Login ID destination.
Interactions Involving EAS Multiple Monitors Multiple Monitors provides the ability for up to three ASAI applications to monitor the same ACD Split or VDN domain. This is not only helpful in environments were ICM is primary, it can also be used to add an OCM application to launch calls at off-peak times without disrupting the primary application in any way. Multiple Monitors can also be used to monitor an ACD split over 2 links in call environments where ASAI link failure recovery is important.
Expert Agent Selection ■ Adjunct-controlled EAS Agents can be administered with only one skill. Accordingly, EAS agents may not mix adjunct-controlled and non-adjunctcontrolled skills. AUDIX Calls to the EAS Agent Login ID can cover to AUDIX. Each agent must enter his or her Agent Login ID when calling AUDIX to obtain messages. AUDIX agents are assigned to EAS agent extensions.
EAS Agent LoginID Table EAS Agent LoginID Table The following table indicates which DEFINITY features can be administered with an EAS Agent loginID. Table 10-15.
Expert Agent Selection Table 10-15. EAS LoginID Table Feature Secondary Extension Code-Calling Administered LoginID? No Yes Communication Link Form Communication Link Digits No Console Parameters CAS-backup ext No IAS Att Access Code No Coverage Groups Answer Group Member No Path Yes Measured Principals Coverage Measurement No Feature-Related Parameters ACA-referral dest.
EAS Agent LoginID Table Table 10-15.
Expert Agent Selection Upgrading to a G3 EAS Environment For information about how to create a Call Center that uses EAS see "Call Vectoring/G3 EAS Option" on page J-10. For information on converting a Call Center to EAS, refer to Ap pendix K.
Call Vectoring Applications 11 Introduction This chapter is intended to present several generic Call Vectoring applications a customer might use. 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. The following table identifies the feature(s) used within each example in this chapter. The examples are numbered according to the order in which they appear within the chapter.
Call Vectoring Applications Table 11-1. Applications and Corresponding Feature(s) Section Title Example No.
Customer Service Center 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 main 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.
Call Vectoring Applications 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.
DIVA and Data/Message Collection If the route-to digits command fails (because the caller fails to enter any 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 processing terminates.
Call Vectoring Applications ■ Message Collection allows the caller to leave a recorded message for the customer in lieu of waiting for the customer to answer his or her call. The following four vectors illustrate how the mutual fund company handles telephone calls. 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.
DIVA and Data/Message Collection 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, depending upon the service desired.
Call Vectoring Applications 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. 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.
Distributed Call Centers 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 main 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-backup split 2 pri m if calls-queued < 5 7. wait-time 6 seconds hearing music 8.
Call Vectoring Applications 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. 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.
Insurance Agency/Service Agency 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.
Call Vectoring Applications ■ 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. 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.
Insurance Agency/Service Agency 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.
Call Vectoring Applications The following vector will notify customer service callers of their expected wait time unless they will not have long to wait VDN 1003 -- Customer Service Calls 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
Warranty Service (with EAS) In both vectors the first step routes calls to queue if the number of contracted calls is not exceeded. Otherwise callers receive busy signal. Warranty 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 languages.
Call Vectoring Applications The VDN Skill Preferences are set up as follows: Table 11-4.
Warranty Service (with EAS) The agent Skills are set up as follows: Table 11-5. Agent Skills for the Warranty Service Call Center Agent Skills Agent Primary Secondary Jan 42 40 41 30 Judy 100 -- -- -- Sam 31 -- -- -- Sue 32 -- 30 -- 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.
Call Vectoring Applications NETWORK ------- Caller with broken washer or dryer VDN 1102 Washer-English Skills: 31, 30, 40 VDN 1103 Dryer-English Skills: 32, 30, 40 VECTOR 1: 1. queue-to main skill 1st pri m 2. announcement 1150 3. check-backup skill 2nd pri m if unconditionally 4. wait-time 10 secs hearing music 5. check-backup skill 3rd pri m if unconditionally Figure 11-10. VDN 1202 Washer-Spanish Skills: 41, 40 VDN 1203 Dryer-Spanish skill: 42, 40 VECTOR 2: 1. queue-to main skill 1st pri m 2.
Warranty Service (with EAS) VECTOR 1: 1. queue-to main skill 1st pri m 2. announcement 1150 3. check-backup skill 2nd pri m if unconditionally 4. wait-time 10 secs hearing music 5. check-backup skill 3rd pri m if unconditionally 1st CALL QUEUES Skill 31 Washers Eng. AGENT QUEUES 2nd 1st O ------- -- -- --- -- -- Sam: 31P Skill 30 Laundry Room Eng. Skill 32 Dryers Eng. O O ------- 2nd 1st Skill 40 Laundry Room Bilingual O -- -- --- -- -- Sue: 32P, 30S Figure 11-11. 3rd VECTOR 2: 1.
Call Vectoring Applications Resort Reservation Service (with EAS) Example 8 deals with a resort company that places a variety of ads in magazines for information on a particular resort or state. Callers responding to these ads can dial one of several numbers provided in the ad. A call center makes the reservations for the resort company.
Resort Reservation Service (with EAS) ISDN/DNIS Ad response Internal Call Transfer ISDN/DNIS Ad response Internal Call Transfer Figure 11-12. VDN 3222 Texas Skill Pref 1: 30 Skill Pref 2: 31 Skill Pref 3: 130 . . . VDN 3244 NM Skill Pref 1: 70 Skill Pref 2: 71 Skill Pref 3: 130 Vector 2: 1. queue-to main skill 1st pri m 2. wait-time 5 secs hearing ringback 3. check-backup skill 2nd pri m if calls queued <15 4. announcement 2000 (- - -) 5. check-backup skill 3rd pri m if oldest-call-wait <10 6.
Call Vectoring Applications I SDN/DNIS General Number VDN 3111 Skill Pref 1: none Skill Pref 2: Skill Pref 3: Vector 1: 1. wait-time 0 secs hearing ringback 2. collect 2 digits after announcement 1000 (‘‘Please enter a 2-digit state code.’’) 3. converse-on skill 20 pri l passing digits and none 4. collect 4 digits after announcement 1001 (from the VRU) 5. route-to digits with coverage n T/R VRU NM=3244 ... TX=3222 state VDN= Texas 3222 ... New Mexico 3244 Figure 11-13.
Vector Exercises ISD N/DNIS Call back VDN 3333 Skill Pref 1: none Skill Pref 2: Skill Pref 3: Vector 3: 1. wait-time 0 secs hearing ringback 2. collect 5 digits after announcement 4000 (‘‘Please dial your 5-digit reservation number.’’) 3. adjunct routing link 1111 4. wait-time 10 secs hearing ringback 5. route-to number 3111 with cov n if unconditionally (VRU VDN) No reservation Go prompt for state Figure 11-14.
Call Vectoring Applications NOTE: Exercise 1 in this section presents two solutions, one of which involves Call Prompting, which is discussed in Chapter 5. Exercise 1: Emergency and Routine Service Write a vector that does the following: ■ Delivers the following message to handle emergency calls: "We are aware of the power outage in the northeastern part of the city. Crews have been dispatched. If you are calling for other reasons, please hold to see if an operator is available.
Vector Exercises caller to hold is provided by Step 7. After another wait with music period (if necessary) provided by Step 8, the goto step command in Step 9 branches back to the aforementioned “please hold” announcement in Step 7. The resulting “announcement-wait” loop (Steps 7 through 9) is then repeated until either an agent answers the call or the caller hangs up. Suggested Solution 2: VDN (extension=1030 name="Hub" vector=30) Vector 30: 1. wait-time 0 seconds hearing ringback 2.
Call Vectoring Applications announcement command first informs the caller of the input error and then invites the caller to try again. Thereafter, the goto step command in Step 5 unconditionally sends control back to Step 2, where the collect digits command ultimately collects the digit entered by the caller. The digit-input loop (Steps 2 through 5) continues for as long as the caller enters an incorrect digit.
Vector Exercises Suggested Solution: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. goto step 15 if time-of-day is all 1700 to all 0800 goto step 15 if time-of-day is fri 1700 to mon 0800 goto step 16 if calls-queued in split 1 pri l > 20 queue-to main split 1 pri l goto step 10 if time-of-day is all 1645 to all 1700 wait-time 20 seconds hearing ringback announcement 100 ("We’re sorry, all of our agents are busy...Please hold...
Call Vectoring Applications if 20 or fewer calls are queued to split 1, control is passed to Step 4, where the queue-to main split command queues the call to split 1. Control is then passed to Step 5, where the goto step command checks whether the current time is any time between 4:45 P.M. and 5:00 P.M. inclusive (or, in other words, very close to [if not] closing time).
Vector Exercises Suggested Solution: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. goto step 8 if oldest-call-wait in split 50 pri l > 74 goto step 8 if calls-queued in split 50 pri l > 20 queue-to main split 50 pri l wait-time 30 seconds hearing ringback announcement 1000 ("All of our MegaSports agents are busy...Please wait...") wait-time 998 seconds hearing music stop announcement 2000 ("We’re sorry, all of our MegaSports agents are busy. If you’d like to leave a message, please do so after the tone.
Call Vectoring Commands A Introduction This appendix is intended to provide various information about the commands used within Call Vectoring. Specifically, the following information is presented: ■ Table that contains a brief description of each command’s function and also the appendix page where the command can be referenced. ■ Table that identifies the commands available in Basic Call Vectoring and/or Call Prompting.
Call Vectoring Commands Command Description/Reference The following table provides a brief description of the function of each of the Call Vectoring command. Also included is the page where the command is described in full. Table A-1. A-2 Command Description/Reference Table Command Function Page adjunct routing To request adjunct to route call. page A-15 announcement To connect caller to delay recording. page A-22 busy To connect caller to busy tone.
Command/Option Summary Command/Option Summary The following table indicates which Call Vectoring commands can be used within Basic Call Vectoring and/or Call Prompting. Other options or later releases may be required for certain commands or functions as noted. See Appendix L for more details about feature availability. Note, if EAS is enabled, “skill” replaces “split.” Table A-2.
Call Vectoring Commands Table A-2.
Command Job Aid Command Job Aid Table A-3.
Call Vectoring Commands Table A-4.
Command Job Aid Table A-5.
Call Vectoring Commands Table A-5.
Command Job Aid Table A-6.
Call Vectoring Commands Table A-7.
Command Job Aid 7. 8. 9. Even numbers only. Active means the called VDN as changed by VDN override. Latest means the VDN assigned to the vector in which the call is currently being processed. The Call Prompting feature must be enabled. Table A-8.
Call Vectoring Commands Table A-9.
Command Job Aid Table A-10.
Call Vectoring Commands Command Directory The manual page directory in this section lists and discusses all of the commands used within Call Vectoring. For each command presented, the following is provided: purpose, syntax, valid entries, requirements, an example, description of the command’s operation, answer supervision considerations, feature interactions, and CMS/BCMS interactions.
adjunct routing A Adjunct Routing Command adjunct routing Purpose Causes a message to be sent to an adjunct requesting routing instructions. Syntax adjunct routing link Valid Entries Valid ASAI-BRI link extension number Requirements Basic Call Vectoring and ASAI software must be installed. Also, an ISDN-BRI port is required, and the port must be connected to an ASAI host.
Call Vectoring Commands ■ Calling number information. DNIS number provided by ISDN-PRI facilities, or by the administered destination for other trunk facilities. If the call originates from a local switch extension, this extension is the number dialed (after digit translation). ■ Called number. Originally called extension (if a call is forwarded to a VDN), or the first VDN through which the call was routed (if the call was not forwarded to the VDN). ■ Routing VDN.
adjunct routing NOTE: Actually, other than to another goto step, the first step to which a goto step is usually designed to branch is a nontreatment step (that is, a step containing a command other than a wait-time or an announcement command). Thus, the skipping of a treatment step according to the scenario described just before this note rarely occurs. On the other hand, if the goto step fails, the switch skips any announcement or wait-time step that immediately follows the goto step.
Call Vectoring Commands Finally, note that the adjunct can also decide to not route a call by rejecting (that is, negatively acknowledging) the route request sent by the switch. Upon receiving a route request rejection, the switch terminates the announcement or wait-time step that is being executed for the call and then continues with the next vector step. When the switch receives a call route (destination) from the ASAI adjunct, the switch first validates the route as follows: 1.
adjunct routing Feature Interactions For a call coming in directly to a VDN, the command is treated like a route-to with coverage=y command. However, for a call that is covered to a VDN, the command is treated like a route-to with coverage=n command. A covered call that is routed by an adjunct routing command to a destination that has Call Forwarding activated is not further redirected (since the call has already been redirected by coverage).
Call Vectoring Commands Routed to Trunk Database Item Report Heading OUTFLOWCALLS/ OUTFLOWTIME Vector Flow Out Notes VDN Flow Out INTERFLOWCALLS / INTERFLOWTIME VDN Flow-Interflow INTIME Avg Time In Vector Routed to VDN Database Item Report Heading OUTFLOWCALLS/ OUTFLOWTIME Vector Flow Out Notes VDN Flow Out INTIME Avg Time In Vector INFLOWCALLS Vector Flow In VDN Flow In new vector new VDN Routed to Split or to Hunt Group Database Item Report Heading Notes CALLSOFFERRED new split L
adjunct routing Calls that route to a split are tracked as INFLOW and are reported as ‘‘Flow In.’’ Calls that route to a trunk are tracked as ROUTEDCALLS/ROUTEDTIME. However, these calls are not shown on standard reports. BCMS Interactions If the command advances a call to another position (that is, ASAI routing is successful), the call is tracked as “outflow” in the VDN Report.
Call Vectoring Commands Announcement Command announcement Purpose Provides the caller with a recorded announcement. Syntax announcement Valid Entries Valid announcement extension number Requirements Basic Call Vectoring or Call Prompting software must be installed. Also, integrated board, aux trunk or analog (T&R or Lineside DS1) announcement equipment must be installed. Finally, the announcements themselves need to be administered and recorded.
adjunct routing If the announcement’s queue is currently full, the call retries the announcement step every five seconds and for an indefinite period of time before any new vector steps are processed. The announcement command step is skipped, and vector processing continues at the next vector step, whenever any of the following conditions exist: ■ Requested announcement is busied out, not available, or not administered. ■ Integrated board is not installed.
Call Vectoring Commands Busy Command busy Purpose Gives the caller a busy signal and causes termination of vector processing. Syntax busy Requirements Basic Call Vectoring software must be installed. Operation The command takes effect on non-CO trunk calls whether or not answer supervision has been sent. However, if the call is on a CO trunk and answer supervision has not been sent, the busy is not passed back by the CO, and the caller continues to hear ringback from the CO.
busy CMS Interactions R3 CMS: Busy Command Database Item Report Heading BUSYCALLS/BUSYTIME Calls Forced Busy Calls Busy/Disc OTHERCALLS/OTHERTIME Inbound Other Calls INTIME Avg Time In Vector BUSYTIME, OTHERTIME, and INTIME for splits and vectors are tracked according to when the busy tone starts. BUSYTIME, OTHERTIME and INTIME for VDNs are tracked according to when the trunk idles. R2 CMS: Calls given forced busy are tracked in the FBUSYCALLS and FBUSYTIME database items.
Call Vectoring Commands Check-Backup Command check-backup split (skill) Purpose Checks the status of a split (skill) for possible termination of the call to that split (skill).
busy Requirements Basic Call Vectoring software must be installed, and the split (skill) involved must be vector-controlled. Also, skills replace splits only if Expert Agent Selection (EAS) is optioned. The conditions “rolling-asa” and “expected-wait” are only available if the “Vectoring (G3V4 Advanced Routing)” customer option is enabled.
Call Vectoring Commands ■ Expected wait time is less than the threshold value, which is expressed in seconds. A call may be queued to up to three splits (skills) simultaneously. A call remains queued either until vector processing terminates (via a successful disconnect, busy, or route-to command, or via an abandoned call) or until the call reaches an agent.
busy The command is considered a call acceptance vector command whenever one of the following is true: ■ Call terminates to an agent. ■ Call queues to a split (skill). The call is considered a neutral vector command when the call neither terminates nor queues. No COR checking is carried out when a check-backup step places a call to a split or skill. CMS Interactions Calls answered via the check-backup command are indicated as answered by backup in CMS.
Call Vectoring Commands reported as ‘‘Flow Out.’’ Calls directed via the command are tracked as ANSBACK, and they are reported as ‘‘No. Calls Ans in Backup.’’ If the call abandons after the command queues the call to a split (skill), ABNCALLS/ABNTIME is tracked for the vector, the VDN, and the first split (skill) to which the call is currently queued. The call is reported as ‘‘No. Aban Calls’’ and ‘‘Avg Aban Time.
collect digits Collect Digits Command collect digits Purpose Allows the user to enter up to 16 digits from a touch-tone phone. Syntax collect <# of digits> digits after announcement Valid Entries # of digits: 1 through 16. extension: none or valid announcement extension. Requirements Call Prompting software must be installed.
Call Vectoring Commands collected. Otherwise, the terminating ‘‘#’’ is kept as a dial-ahead digit and is processed by a subsequent collect digits command. If fewer digits than the maximum specified are entered, and if the caller does not complete the entry with a pound sign, an interdigit timeout occurs. The timeout terminates the command, and any digits collected prior to the timeout are available for subsequent vector processing. Generally, processing of the command requires that a TTR be connected.
collect digits ■ Pound sign (#) digit is collected (signifying end of dialing). ■ Inter-digit timer expires. If, during the digit collection phase, a ‘‘*’’ is encountered within a stream of dialed or dial-ahead digits, all digits that are collected for the current collect digits step are discarded. If additional dial-ahead digits occur after the asterisk, these digits continue to be processed. If there are no such digits, and if no TTR is connected, vectoring continues at the next vector step.
Call Vectoring Commands — Successful or unsuccessful adjunct routing step is encountered during vector processing. — Successful or unsuccessful converse-on step is encountered during vector processing. — 10 second timeout occurs, during which time the caller does not dial any digits, asterisks (*) or pound signs (#). NOTE: When the TTR is disconnected due to a route-to number, route-to digits, converse-on, or an adjunct routing step, all dial-ahead digits are discarded.
converse-on split (skill) Converse-on Command converse-on split (skill) Purpose Delivers a call to a converse split (skill) and activates a voice response script that is housed within a Voice Response Unit (VRU).
Call Vectoring Commands converse-on skill 57 pri h passing vdn and ani converse-on skill 3rd pri t passing digits and qpos converse-on skill 23 pri h passing wait and none Operation NOTE: Refer to Appendix H for details regarding call flows involving the converse-on command. The converse-on command is designed primarily to integrate Voice Response Units (VRUs), principally the CONVERSANT Voice Information System (VIS), with the DEFINITY system.
converse-on split (skill) ■ Used for vector conditional branching in a step containing a command with the if digits parameter ■ Tandemed to an ASAI host DEFINITY can be set up to pass information in-band to the voice information system. In such a case, the converse-on command can outpulse up to two groups of digits to the voice information system.
Call Vectoring Commands ■ ani: If the call is an internal call or an incoming DCS call, this data type causes the extension of the calling party to be outpulsed. If the call is an incoming ISDN-PRI call with ANI (BN) provided to DEFINITY, the calling party number/billing number (CPN/BN) of the calling party is outpulsed to the voice information system. If there is no ANI (BN) to send, the end-of-string pound sign (#) is the only character outpulsed.
converse-on split (skill) If data_1 is administered as ‘‘none,’’ data_2 must also be ‘‘none.’’ Answer Supervision Considerations Answer supervision is returned only once during the life of a call. If a call is answered as a result of a converse-on step, answer supervision is sent only if it has not been sent previously. If digits are passed to the VRU, answer supervision is not sent until after the digits are outpulsed.
Call Vectoring Commands ■ Basic Call Management System (BCMS) BCMS tracks calls placed by a converse-on step to a BCMS-measured hunt group. Since with the converse-on step it is now possible for a call to be ‘‘answered’’ in more than one split (skill), trunk totals may no longer match split totals. However, VDN totals and trunk totals will match. ■ BCMS VDN Reports For call tracking in BCMS VDN reports, a converse-on step is treated like an announcement step.
converse-on split (skill) ■ Call Vectoring—Basic The converse-on step is an enhancement to the Basic Call Vectoring customer option. This option must be enabled in order to invoke the VRI feature. ■ Class of Restriction (COR) As is the case for the queue-to main split (skill) and check-backup split (skill) vector steps, no COR checking is carried out when a converse-on step places a call to a split (skill). ■ Conference Any attempt to conference a call placed by a converse-on step is denied.
Call Vectoring Commands ■ Interflow Since a converse-on step can place calls only to hunt groups that are vector-controlled, and since the activation of Call Forwarding for a vector-controlled hunt group is blocked, calls placed by a converse-on step to a hunt group cannot interflow. ■ Intraflow Since a converse-on step can place calls only to hunt groups that are vector-controlled (that is, without coverage paths), intraflow is not possible.
converse-on split (skill) ■ Queue Status All queue status display, queue status indication and queue warning wall lamp feature capabilities also ap ply to calls queued by the converse-on command. ■ Queuing Calls handled by the converse-on step queue when they are delivered to busy hunt groups. Call Vectoring audible feedback is not disconnected while a converse call is in queue.
Call Vectoring Commands ■ System Measurements System measurements track converse calls to hunt groups and attendant groups. ■ Touch-Tone Dialing Any touch-tone dialing by the calling party during the digit passing phases of a session involving a converse-on step does not result in corruption of data or in the collection of this data in the form of dial-ahead digits by DEFINITY.
converse-on split (skill) ■ VDN Override If a call that accesses multiple VDNs encounters a converse-on step passing ‘‘vdn,’’ normal override rules determine which VDN number is outpulsed to the VRU. ■ VDN Reports For call tracking in CMS and BCMS VDN reports, a converse-on step is treated like an announcement step. A call is considered ‘‘answered’’ when it is answered by a nonconverse split (skill) but never when it is answered by a converse split (skill).
Call Vectoring Commands Disconnect Command disconnect Purpose Ends treatment of a call and removes the call from the switch. Also allows the optional assignment of an announcement that will play immediately before the disconnect. Syntax disconnect after announcement < extension> Valid Entries extension: none or valid announcement extension Requirements Basic Call Vectoring software must be installed. Also, the relevant announcements must be administered and recorded.
disconnect Feature Interactions For Look-Ahead Interflow, the command can be considered either a call acceptance vector command or a call denial vector command. The command is considered a call acceptance vector command whenever an announcement is included within the command and one of the following is true: ■ Announcement is available. ■ Call is queued for an announcement. ■ Announcement is retried.
Call Vectoring Commands Goto Step Command goto step Purpose Allows conditional or unconditional movement (branching) to a preceding or subsequent step in the vector.
goto step goto step if for vdn Condition = counted-calls: goto step if to vdn Condition = expected-wait: goto step if for split pri < priority level> goto step if for skill pri goto step if for call Valid Entries step #: 1-32.
Call Vectoring Commands comparator: 1 condition: staffed-agents threshold: >, > =, =, <> 0-199 (G3i), 0-998 (G3r) 0-149 (G3s, G3vs) 1-200 (G3i), 1-999 (G3r) <, <= 1-150 (G3s, G3vs) 1.Comparators =, > =, < =, < > are only available for these conditions with “Vectoring (G3V4 Enhanced).
goto step minute: 00 to 59 (military format). option: in, not-in (Vectoring (G3V4 Enhanced) only) table: 1 through 5 (G3vs/s); 1 through 10 (G3i); 1 through 100 (G3r). The number of the Vector Routing Table containing the numbers to be used to compare against ani, ii-digits or digits collected with the collect digits command. vdn: assigned vdn extension, active, latest. Active is the active called VDN as modified by VDN override rules.
Call Vectoring Commands Operation If the command syntax includes unconditionally, the command always branches. Otherwise, branching takes place according to one of the conditions that follow: ■ The average speed of answer for the indicated split (skill) or VDN meets the constraints defined by the comparator and threshold value. ■ Number of available agents in the indicated split (skill) meets the constraints defined by the comparator and the threshold value.
goto step Answer Supervision Considerations The call answer is not affected by the command. Feature Interactions For Look-Ahead Interflow, the command is considered a neutral vector command in all cases. When a call experiences Look Ahead interflow, the ANI value is sent along with the call only for ISDN PRI calls. ANI is not sent for internal or DCS calls. CMS Interactions The command is not tracked on CMS or BCMS.
Call Vectoring Commands Goto Vector Command goto vector Purpose Allows conditional or unconditional movement (branching) to another vector. The goto vector step does not remove a call from queues in which it is already placed.
goto vector Condition = rolling-asa: goto vector if for split goto vector if for skill goto vector if for vdn Condition = counted-calls: goto vector if to vdn Condition = expected-wait: goto vector if for split pri
Call Vectoring Commands comparator: 1 condition: calls-queued threshold: >, > =, =, <> 1-200 (G3i, G3s, G3vs), 1-999 (G3r) <, <= counted-calls expected-wait oldest call-wait staffed-agents 0-199 (G3i, G3s, G3r), 0-998 (G3r) >, > =, =, <> 0-999 <, <= 1-999 >, > =, =, <> 0-9999 seconds <, <= 1-9999 seconds >, > =, =, <> 0-998 seconds (even numbers only) <, <= 2-998 seconds (even numbers only) >, > =, =, <> 0-199 (G3i), 0-998 (G3r) 0-149 (G3s, G3vs) 1-200 (G3i), 1-999 (G3r) <, <= 1-150 (
goto vector 2.Wildcards (+, ?) can only be used with Vectoring (G3V4 Enhanced). The + represents a group of digits (0 or more) and can only be used as the first or last character of the string. Only one + can be used in any digit string. The ? represents a single digit. Any number of them can be used at any position in the digit string. None is only a valid entry with G3V4 and later releases. priority level: l (low), m (medium), h (high), t (top). day: mon, tue, wed, thu, fri, sat, sun, all.
Call Vectoring Commands goto vector 32 if digits in table 12 goto vector 9 if expected-wait in skill 3 pri t > 10 goto vector 99 if calls-queued in skill 2nd pri t > 5 goto vector 8 if rolling-asa in split 14 > 25 Operation If the command syntax includes unconditionally, the command always branches.
goto vector 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 to all 8:00 means ‘‘between 5:00 P.M. and 8:00 A.M. on any day of the week.’’) The unconditional form of the command is useful for applications that require the processing of more than 32 commands. Answer Supervision Considerations Call answer is not affected by the command.
Call Vectoring Commands ■ The G3V4 customer option is set to “y.” The ii-digits value for a call is not passed to CMS.
messaging split (skill) Messaging Command messaging split (skill) Purpose Allows the caller to leave a message for the specified extension or the active or latest VDN extension (default).
Call Vectoring Commands If the split (skill) number specified in the command is a valid message service split or skill (such as an AUDIX or a Message Server Adjunct), and if the extension is either a valid assigned extension or is administered as none (pre G3V4), or active or latest (G3V4 and later releases) the system attempts to terminate the call to the message service split (skill) for call answering service.
messaging split (skill) If the command specifies a specific ‘‘mailbox’’ extension, the original principal for a call covered by a VDN is not passed to the adjunct, and it does not appear in the display to the answering agent. The specified extension appears in the display. If the command is accessed via a direct call to the VDN, and if the mailbox is administered as ‘‘active’’ or “latest,” the corresponding active or latest VDN extension mailbox is sent to the messaging adjunct.
Call Vectoring Commands The presence of the command in a vector enables the calls serviced by the vector to be vector-directed. When such a call is answered by an agent, the call is tracked as ACDCALLS/ANSTIME, and it is reported as ‘‘ACD Calls,’’ ‘‘Split ACD Calls,’’ and ‘‘Avg Speed Ans.’’ Finally, if the command directs a call to a split (skill), the BACKUPCALLS database item is incremented, and the call is reported as ‘‘Calls Ans in Backup’’ and ‘‘Calls Handled/Backup.
queue-to main split (skill) Queue-to Main Command queue-to main split (skill) Purpose Unconditionally queues a call to a split (skill) and assigns a queuing priority level to the call in case all agents are busy.
Call Vectoring Commands A call may be queued to up to three splits (skills) simultaneously. A call remains queued either until vector processing terminates (via a disconnect, busy, or route-to command, or via a dropped or abandoned call) or until the call reaches an agent. When an agent becomes available in any split (skill) to which the call is queued, the following actions take place: ■ Call begins alerting the agent. ■ Call is removed from any other queues. ■ Vector processing terminates.
queue-to main split (skill) The command is considered a neutral vector command when the call neither terminates nor queues. No COR checking is carried out when a queue-to main step places a call to a split (skill). CMS Interactions R3 CMS: Calls queued via a queue-to main split (skill) command are tracked as CALLSOFFERRED and LOWCALLS/MEDCALLS/HIGHCALLS/TOPCALLS. Split (skill) calls are reported in the standard reports according to the final disposition of the call.
Call Vectoring Commands BCMS Interactions The total number of calls to the VDN that are queued via the command and then answered by an agent within a specified time period is tracked as ‘‘NUM ANS’’ in the VDN Report. The average time that calls spend in a vector before being connected via the command as an ACD call to an agent is tracked as ‘‘AVG TIME TO CONNECT’’ in the same report.
route-to Route-to Command route-to Purpose Routes calls either to a destination that is specified by digits collected from the caller or an adjunct (route-to digits), or routes calls to the destination specified by the administered digit string (route-to number).
Call Vectoring Commands Operation The route-to command attempts to route a call to a set of digits collected from the caller or from an adjunct, or to the destination specified by the administered digit string. For the route-to number ... if digit command, the call is conditionally routed to a specified destination according to a single digit entered by the caller.
route-to idle appearance is available), vector processing continues at the next vector command. If the number is a VDN extension, the following events occur: ■ Vector processing terminates within the current vector. ■ If the current VDN is administered with override, the new VDN overrides current VDN information. ■ Processing of the vector associated with the VDN extension begins.
Call Vectoring Commands Coverage The optional coverage parameter determines whether coverage should apply during routing. If coverage applies, and if the digits entered are valid, the following occurs: ■ Ringback is provided. ■ Vector processing terminates. ■ Normal termination and coverage are implemented. NOTE: For detailed information about the operation of the route-to command with or without coverage for the different destinations see "Operation Details for the Route-to Command" on page G-1.
route-to ■ Facility test call ■ TAAS access code ■ Priority access code ■ Loudspeaker paging access code ■ Station Message Detail Recording (SMDR) account code ■ Voice message retrieval access code If the command is executed and Direct Outward Dialing (DOD) is in effect, the COR of the VDN is compared with the COR of the called facility to determine if the call is permitted. If access is not permitted, the command fails and vector processing continues.
Call Vectoring Commands For Look-Ahead Interflow, the route-to command can be considered either a call acceptance vector command or a neutral vector command. The command is considered a call acceptance vector command whenever one of the following is true: ■ Command terminates to a valid local destination. ■ Command successfully seizes a non-PRI trunk. ■ Command execution results in a Look-Ahead Interflow call attempt, and the call is accepted by the far end switch.
route-to Routed to Trunk Database Item Report Heading Notes OUTFLOWCALLS/ OUTFLOWTIME Flow Out 1st split Vector Flow Out VDN Flow Out DEQUECALLS/ DEQUETIME Dequeued Calls INTERFLOWCALLS / INTERFLOWTIME VDN Flow-Interflow INTIME Avg Time In Vector 2nd/3rd splits Dequeued Avg Queue Time Routed to VDN Database Item Report Heading Notes OUTFLOWCALLS/ OUTFLOWTIME Flow Out 1st split Vector Flow Out VDN Flow Out DEQUECALLS/DE QUETIME Dequeued Calls 2nd/3rd splits Dequeued Avg Queue Time I
Call Vectoring Commands Split calls are also shown in the standard reports according to the final disposition of the call. Calls that route over an ISDN trunk are Look-Ahead Interflow calls. When a call attempts to ‘‘route to’’ an ISDN trunk (Look-Ahead Interflow), the LOOKATTEMPTS database item is tracked and reported as ‘‘Look-Ahead Interflow Attempts.’’ If the call successfully routes, LOOKFLOWCALLS/LOOKFLOWTIME are tracked and reported as ‘‘Look-Ahead Interflow Completions.
stop Stop Command stop Purpose Halts the processing of any subsequent vector steps. Syntax stop Requirements Basic Call Vectoring or Call Prompting software must be installed. Operation After the stop command is processed, any calls already queued remain queued, and any wait treatment (for example, silence, ringback, music) is continued. On the other hand, any calls not queued are dropped under the same scenario.
Call Vectoring Commands CMS Interactions R3 CMS: When the command or the end of the vector is encountered, vector INTIME is recorded. This is reported as ‘‘Avg Time in Vector.’’ R3V4 CMS: VDISCCALLS database item in the VDN tables pegs call that pass all the way through a vector without ever having been queued. R2 CMS: Nothing is recorded when the command is encountered.
wait-time Wait-time Command wait-time Purpose Delays the processing of the next vector step if a specified delay time is included in the command’s syntax. Also provides feedback (in the form of silence, ringback, or music) to the caller while the call advances in queue. The G3V4 Multiple Audio/Music Sources for Vector Delay feature allows a specified audio or music source to be selected when a call encounters a wait-time command. See "Multiple Audio or Music Sources" on page 4-6 for more information.
Call Vectoring Commands extension: The valid extension number of an alternate audio/music source Requirements Basic Call Vectoring or Call Prompting software must be installed. Also, a music-on-hold port must be provided for the music treatment. Multiple Audio/Music Sources for Vector Delay requires that the “Vectoring (G3V4 Enhanced)” customer option be enabled.
wait-time Feature Interactions When the command is implemented with music as the treatment, the system-wide music-on-hold feature must be administered. Otherwise, the caller hears silence. When Tenant Partitioning is in use the tenant number of the active VDN determines the system music that is heard. Feedback continues while a subsequent vector step queues for an announcement or for a TTR.
Criteria for Success/Failure of Call Vectoring Commands A Criteria for Success/Failure of Call Vectoring Commands The table appearing on the next several pages summarizes the success and failure criteria for various vector commands. Before you write or evaluate vectors, it is important to understand the information in this table. NOTE: If EAS is enabled, ‘‘skill’’ replaces ‘‘split.
Call Vectoring Commands Table A-11. Call Vectoring Command Success/Failure Criteria Command Success/Failure Criteria adjunct routing Fails if any of the following are true: announcement busy A-82 ■ VDN’s COR does not permit routing to the adjunct-supplied destination. ■ TAC/ARS/AAR code is invalid. ■ Specified agent is not logged into the specified split for a direct agent call. ■ Local extension is not in the dialplan. ■ Invalid number was dialed.
Criteria for Success/Failure of Call Vectoring Commands Table A-11. Call Vectoring Command Success/Failure Criteria Vector Processing Disposition Command Success/Failure Criteria check-backup split Fails if any of the following are true: ■ Vector conditional is false. ■ Split’s queue is full. ■ Split is not vector-controlled. ■ Call is already queued at the specified priority to the specified split. ■ Call is already queued to three different splits.
Call Vectoring Commands Table A-11. Call Vectoring Command Success/Failure Criteria Command Success/Failure Criteria converse-on split Fails if any of the following are true: ■ Converse split queue is full. ■ Converse split is not vector-controlled. ■ Auto-available split is in effect, and all agents are logged out by Redirection on No Answer (RONA). Vector Processing Disposition Continue vector processing with the next sequential step.
Criteria for Success/Failure of Call Vectoring Commands Table A-11. Call Vectoring Command Success/Failure Criteria Vector Processing Disposition Command Success/Failure Criteria messaging split Fails if any of the following are true: ■ Specified split is not an AUDIX split or a Message Server Adjunct (MSA) split. ■ Specified extension is invalid. ■ Messaging split queue is full. ■ Messaging split is not vector controlled and has no working agents (none logged in or all in AUX work mode).
Call Vectoring Commands Table A-11. Call Vectoring Command Success/Failure Criteria Command Success/Failure Criteria queue-to main split Fails if any of the following are true: ■ Split’s queue is full. ■ Split is not vector-controlled. ■ Call is already queued at the specified priority to the specified split. ■ Call is already queued to three different splits. Vector Processing Disposition Continue vector processing with the next sequential step.
Call Vectoring Management B Introduction Call Vectoring management involves a number of different considerations and tasks. This appendix describes these considerations/tasks.
Call Vectoring Management Table B-1. Feature Basic Call Vectoring Basic Call Vectoring Requirements Form(s) ■ Vector Directory Number Form ■ Hunt Group Form ■ Call Vector Form ■ Feature Related System Parameters Form Hardware Announcement capabilities require either: ■ TN750 Integrated Announcement circuit pack(s), or ■ External announcement facility (analog announcements). Also, each analog announcement requires a port on a TN742, TN746B, or TN769 Analog Line circuit pack.
Implementation Requirements for the Call Vectoring Features NOTE: The TN750 Integrated Announcement circuit pack provides 16 ports for listening to announcements. On each port in G3i, there can be five listeners, while in G3r, there can be 255 listeners. Theoretically, then, 80 callers in G3i and 4080 callers in G3r can be listening to announcements on an integrated board at one time. The recording time provided is either 4:16 or 8:32, depending on the sampling rate employed (16K or 32K).
Call Vectoring Management NOTE: The Basic Call Vectoring and/or Call Prompting option(s) must be enabled on the System-Parameters Customer-Options form before the associated forms and the fields on the forms can be administered. Table B-3. Feature G3V4 Enhanced Vectoring G3V4 Enhanced Vectoring Requirements Form(s) ■ Vector Directory Number Form ■ Hunt Group Form ■ Call Vector Form Hardware Requires no hardware in addition to that required for Basic Call Vectoring.
Implementation Requirements for the Call Vectoring Features Table B-5. Feature ANI/IIDigits Routing ANI/II-Digits Requirements Form(s) ■ Vector Directory Number Form ■ Hunt Group Form ■ Call Vector Form ■ Trunk Group Forms ■ Vector Routing Tables Forms Hardware Requires no hardware in addition to that required for Basic Call Vectoring. NOTE: G3V4 or a later release is required for ANI/II-Digits Routing.
Call Vectoring Management NOTE: Both the sending switch and the receiving switch must have the Basic Call Vectoring and the Look-Ahead Interflow features active. In ad dition, LookAhead Interflow calls can connect ISDN-PRI switch-to-switch using private, public, or SDN facilities. Table B-7.
Enabling the Vector Disconnect Timer Enabling the Vector Disconnect Timer Call Vectoring makes available a Vector Disconnect Timer, which can be set for any amount of time between 1 and 240 minutes inclusive. The timer is enabled by selecting the timer field in the Feature-Related System-Parameters form. The timer is started when vector processing is started. Once the timer runs out, the call is dropped. The timer is canceled when vector processing terminates.
Call Vectoring Management In testing the vector, you should not consider the entire vector at once. Rather, you should first figuratively divide the vector into portions, then test each of these portions until the entire vector is tested. After the new vector is thoroughly tested, the vector should be brought into service by changing the VDN to point to the new vector. The set of following guidelines is intended to serve as a general procedure for changing and testing vectors.
Considerations for the Call Vectoring Features C Introduction This appendix contains several lists of considerations you should bear in mind when using the Call Vectoring features. These considerations are intended to help you get the highest degree of productivity from Call Vectoring. NOTE: If EAS is optioned, ‘‘skill’’ replaces ‘‘split.
Considerations for the Call Vectoring Features ■ Calls should not be queued to an unstaffed split (unless this is intended by the customer) without some alternate treatment. ■ Interflow calls should not be permitted to interflow back and forth between a remote switch vector and a local switch. This process could cause a single call to use up all available trunks. ■ After an announcement is provided, the audible feedback (such as music) should be re-attached.
Look-Ahead Interflow Considerations is being implemented via a route-to digits command, the route-to digits command fails, and vector processing continues at the next step, which should be a default treatment. ■ It may be prudent to take steps in case a route-to attendant command fails, such as providing a disconnect announcement. ■ From time to time, all of the system’s touch-tone receivers might be in use.
Considerations for the Call Vectoring Features ■ It is perfectly acceptable for a vector to route a call over an ISDN-PRI facility to a destination that is not a VDN. In such a case, the sending switch treats the call like a Look-Ahead Interflow call. Generic ISDN processing at the receiving switch causes the call to be accepted. The DNIS name is ignored.
VDN Return Destination Considerations VDN Return Destination Considerations The VDN Return Destination feature allows an incoming trunk call to be placed back in vector processing after all parties, except the originator, drop. This feature is activated through switch administration of the VDN form. It is an optional system feature, and as such, it must be optioned on the SystemParameters/Customer-Options form.
Considerations for the Call Vectoring Features taken by the adjunct is to drop one party on the call, the switch will drop the other party as well and clear the call (it cannot retain a call with only one party, if there is no Return Destination for further processing).* User Scenario — Remote Access with Host Provided Security A customer may use the VDN Return Destination feature to provide a more flexible remote access feature together with host based call security.
VDN Return Destination Considerations If the host security is not passed, the host will route the call to an appropriate alternate destination (e.g., announcement with security violation message) and log the invalid call attempt. If the host is not available, the call will be disconnected after an announcement (vector step 7 above). After the called destination disconnects from the call, the caller can remain on the line to be connected to the Return Destination.
Considerations for the Call Vectoring Features User Scenario — Saving in Trunk Facilities Between Call Centers A customer can also use VDN Return Destination to return a call to a local agent after the call is transferred to a remote destination (call). This will eliminate the need for the remote agent to transfer the caller back to a local agent and will save in switch trunk facilities, since each time the call is transferred back to a local agent an additional trunk is being used by the call.
Troubleshooting Vectors D Introduction This chapter is intended to serve as a troubleshooting guide for Call Vectoring. The first part of the chapter includes two tables that indicate and explain unexpected operations within Call Vectoring that the customer may encounter. The first table focuses on the Call Vectoring features, while the second table focuses on the Call Vectoring commands. The second part of the chapter contains a table that focuses on converse-on command debugging.
Troubleshooting Vectors Table D-1. Unexpected Feature Operations Feature/Area Customer Observation(s) Cause(s) General Vector Processing Vector stuck. 1,000 steps executed. No default treatment in the vector. Audible feedback lasts longer than the delay interval. Last vector step. Queuing for an announcement. Queuing for a touch-tone receiver for a collect digits step. Look-Ahead Interflow Agent receiving phantom call. Agents on both switches become available simultaneously.
Unexpected Command Operations Unexpected Command Operations The following table indicates and explains the unexpected operations the customer may encounter in using the Call Vectoring commands. Table D-2. Unexpected Command Operations Command Step Customer Observation(s) Cause(s) adjunct routing Step skipped (that is, default treatment). Invalid link extension. No trunks available. COR/FRL restricted. Timeout.
Troubleshooting Vectors Table D-2. Unexpected Command Operations Command Step Customer Observation(s) Cause(s) announcement Announcement not heard. Announcement board not present. Announcement not administered. Announcement not recorded. Announcement being rerecorded. All ports busied out. Announcement restore in progress. Link to TN750 down. Extra delay before hearing announcement. Announcement queue full. All integrated announcement ports busy. Analog announcement busy. Vector processing stops.
Unexpected Command Operations Table D-2. Unexpected Command Operations Command Step Customer Observation(s) Cause(s) check-backup split and queue-to main split Call does not enter queue or terminate to agent. Queue length specified on the hunt group screen has been exceeded. Invalid split. Split not vector-controlled. Already queued to three different splits. No queue. Queue or check backup status indicates space when queue is full due to direct agent calls. Call apparently answered in wrong order.
Troubleshooting Vectors Table D-2. Unexpected Command Operations Command Step Customer Observation(s) Cause(s) collect digits (Continued) Delay before hearing announcement. All TTR TN744 ports busy, but space in queue. Announcement queue full. All integrated announcement ports busy. Analog announcement busy. Vector stuck. Analog announcement does not answer. Dial-ahead digits not recognized. Dial-ahead digits entered prior to first collection step. Call has been transferred.
Unexpected Command Operations Table D-2. Unexpected Command Operations Command Step Customer Observation(s) Cause(s) converse-on split VRU script not executed. Queue full. No queue. Invalid split. Split not vector-controlled. VRU down. "Ani" digits not passed. ANI not available. "Qpos" digits not passed. Call not queued to a nonconverse split. No data returned from VRU. No TTRs available on DEFINITY. VRU script terminated prematurely. Agent becomes available.
Troubleshooting Vectors Table D-2. Unexpected Command Operations Command Step Customer Observation(s) Cause(s) messaging split Vector stuck (with ringback). Extension unknown to AUDIX. Step skipped, no message left. AUDIX link down. DCS link to remote AUDIX down. All DCS trunks busy. Queue for AUDIX voice ports is full. route-to Vector stuck (with busy). Remote AUDIX link down. Messages not found. Message extension is none (message is left for VDN that accessed the vector).
Converse Command Debugging Table D-2. Unexpected Command Operations Command Step Customer Observation(s) Cause(s) wait-time Audible feedback longer than delay interval. Queuing for an announcement or for a TTR. Stop command executed. Audible feedback shorter than delay interval. Previous adjunct routing step succeeds. Agent becomes available. Music not heard. No music port administered. Music source disconnected or turned off.
Troubleshooting Vectors Table D-3. Converse Command Debugging SYMPTOM CAUSES EVIDENCE VRU down (RONA). Vector event. Split queue full Vector event. VRU port doesn’t answer, RONA not used. Check split administration. VRU down, RONA leaves call in queue. Check split status. Converse first delay too short. Check administration. No ANI available. Vector event. No digits collected. Vector event. Call not queued (qpos). Vector event. Expected wait time not available Vector event.
Converse Command Debugging Table D-3. Converse Command Debugging SYMPTOM CAUSES EVIDENCE VRU timed out awaiting first digit. VRU error log/trace. Digits incomplete. Second set of digits is the same as the first digits passed. VRU first digit timeout too short. Check VRU script. Check converse second data delay. Inter-digit timeout too short on first prompt and collect. Check VRU script. Faulty hardware. Diagnostics. Converse data delay too short. Check administration. Faulty hardware.
Troubleshooting Vectors Tracking Unexpected Vector Events If you have an SAT terminal, you can display unexpected vector events. A vector event is an error that results from resource exhaustion or from faulty vector programming, rather than from a DEFINITY software error. For example, failures involving the route-to command are usually due to an invalid extension entered by the user.
Tracking Unexpected Vector Events ■ REPORT PERIOD. This option allows you to specify a report period. This period consists of an Interval field, a From date/time stamp, and a To date/time stamp. Valid entries for the Interval field include (h)our, (d)ay, (w)eek, and (a)ll. Both stamps consist of a series of numbers that represent a period of time, as follows: 1 through 12 (month), 1 through 31 (day), 0 through 23 (hour), 0 through 59 (minutes).
Troubleshooting Vectors ■ Event Data 1 is a 9-character fields that contains data in one of two formats: — / (for example, 12/5), where is the vector number associated with the vector event, and where is the step number associated with the vector event. This format is used for events to which an event type in the range of 0 through 499 is assigned. — Split (for example, Split 89), where is the split associated number associated with the vector event.
Tracking Unexpected Vector Events Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 1 Call dropped; call not queued at stop step. Vector processing ended without the call being queued to a split and, as a result, the call cannot be answered. This implies that some default condition was not programmed or that the vector was designed to not always answer the call. Also, call was subsequently dropped.
Troubleshooting Vectors Table D-4.
Tracking Unexpected Vector Events Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 32 Prompting buffer overflow The prompting digit buffer already contained the maximum of 24 digits when additional dial-ahead digits were entered by the caller. These additional digits are not stored. 40 Messaging step failed A messaging step failed because the Messaging Adjunct was not available. NOTE: Event types 540 and 541 may be observed for the same call at the same time.
Troubleshooting Vectors Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 61 Invalid destination The adjunct routing command returned digits that did not represent a valid destination. 62 Adjunct route cancelled The adjunct routing step was cancelled because another "routing" step (such as a queue-to main split step) was encountered in the vector.
Tracking Unexpected Vector Events Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 90 Wait step music failed A wait-time step with music was accessed, but the music was not connected. Music may not be administered correctly. 91 Wait step ringback failed A wait-time step with ringback was accessed, but the ringback was not connected.
Troubleshooting Vectors Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 125 Data return no digits On a converse-on step, the converse agent activated data return but did not return any digits. 126 Data return timeout On a converse-on step, the converse agent activated data return but timed out while waiting to return digits. Vector processing continued at the next vector step.
Tracking Unexpected Vector Events Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 220 EWT call not queued A goto test for a call or converse data passing requested EWT for a call not in queue. In this case, the wait time was assumed to be infinite and the comparison was based on EWT > largest possible threshold.
Troubleshooting Vectors Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 540 AUDIX link down AUDIX could not be accessed via a messaging split command, because the AUDIX link was down. As a result, the step is skipped. 541 Not a messaging split The split administered for the messaging split command is not a messaging split (that is, it does not have a messaging type administered). As a result, the step is skip ped.
Tracking Unexpected Vector Events Table D-4. Summary of Vector Events Event Type Event Description Event Explanation 563 EWT split no working agents A goto test requested EWT for a split/skill that has no agents logged in or all logged in agents are in the AUX work mode. The wait time in this case is assumed to be infinite and the comparison was based on EWT > largest possible threshold. 564 EWT split locked A goto test requested EWT for a split/skill that is currently locked.
Functional Differences for G2 and G3 Call Vectoring and EAS E Introduction This appendix provides the Call Vectoring functional differences between the Generic 2 and Generic 3 switches. This information should prove helpful to system administrators who administer networks that utilize both switches. The appendix is organized into three sections. The first section indicates differences between the Call Vectoring commands common to both the Generic 2 and Generic 3 switches.
Functional Differences for G2 and G3 Call Vectoring and EAS ■ announcement ■ wait-time ■ busy Queue-to Main Split and Check-Backup Split The queue-to main split command queues the call to the specified main split and assigns a queuing priority level. The check-backup split command checks the status of a split for possible termination of the call to that split. When termination is not possible, queuing at the specified priority is attempted.
Differences in Command Function Table E-1. G2/G3 Differences for Queuing Commands GENERIC 3 GENERIC 2 The call is simultaneously queued to a maximum of three different splits. The indicated split is checked only once, and if the specified condition is met, an attempt to terminate or queue the call is made. Multiple checking of a backup split requires repeating the check-backup split command multiple times and/or unconditional goto step looping.
Functional Differences for G2 and G3 Call Vectoring and EAS Table E-1. G2/G3 Differences for Queuing Commands GENERIC 3 GENERIC 2 The oldest-call-waiting test condition within the check-backup split command has a range of 0 through 998 seconds in two-second increments. The oldest-call-waiting test condition within the command has a range of 0 through 999 seconds in one-second increments. An unconditional check-backup split command is allowed. The check backup split command is conditional only.
Differences in Command Function Route-to Number This command routes the call to a specific number. Table E-3. G2/G3 Differences for Route-to Number Command GENERIC 3 GENERIC 2 The actual digit string is used as the destination. The string can contain special characters that may be stored in an AD string, including ~p, ~w, ~W, ~m, and ~s (but not * or #). (See the route-to number command in the manual pages of Ap pendix A.
Functional Differences for G2 and G3 Call Vectoring and EAS Announcement This command indicates that the caller should expect to hear an announcement. Although the announcement strategy G2 differs from that in G3, each strategy assures that, theoretically, the entire announcement is played from the beginning. Table E-4. G2/G3 Differences for Announcement Command GENERIC 3 GENERIC 2 Announcement extensions are used. Announcement numbers are used. Provides integrated board internal announcements.
Differences in Command Function Wait-time This command sets a length of time for a call to wait in the queue. The command also specifies one of the following treatments while the call advances in the queue(s): ■ Silence ■ Ringing ■ Music ■ I-silent (G3V4 and later releases) ■ Alternate Audio/Music Source (G3V4 and later releases) Table E-5. G2/G3 Differences for Wait Command GENERIC 3 GENERIC 2 The system-wide music-on-hold feature must be active for music treatment on the command.
Functional Differences for G2 and G3 Call Vectoring and EAS General Call Vectoring Functional Differences This table provides an overview of general differences for Call Vectoring operations between the Generic 2 and Generic 3 switches. Table E-7. General Call Vectoring Functional Differences TOPIC GENERIC 3 GENERIC 2 General ACD Split queue size is administered on a per split basis with a system-wide maximum of calls.
General Call Vectoring Functional Differences Table E-7. General Call Vectoring Functional Differences TOPIC GENERIC 3 GENERIC 2 Non-vector-controlled splits can specify redirection treatment (such as Call Coverage, Call Forwarding, etc.) and announcement treatment. Only vector-controlled splits are available when Call Vectoring is active. COR checking is used for access to a VDN and for routing to a station. No restriction checking is used to access a VDN.
Functional Differences for G2 and G3 Call Vectoring and EAS Table E-7. TOPIC General Call Vectoring Functional Differences GENERIC 3 GENERIC 2 An existing vector can not be copied to another blank vector. (This capability, however, is available via CMS administration.) These capabilities are provided by the switch administration. Either the VDN or the final destination (but not both) is provided in the CDR record. Variable format CDR (formerly SMDR) records can be used.
Differences in Defining/Interpreting Split Flows R3 CMS Standards The following tables illustrate how split flows that occur in the G1/G3 and G2 versions of the switch are interpreted vis-a-vis R3 CMS: Table E-8. R3 CMS Standards for Interpreting Split Flows Flow Type Switch Version Interpretation Inflow G1/G3 with vectoring Calls answered by a split other than a primary split. NOTE: A primary split is the first split to which a call queues.
Functional Differences for G2 and G3 Call Vectoring and EAS command, for example), an inflow is tracked only in the first split to which the call requeues. Also, when multiple split queuing is involved, R2 CMS tracks an outflow in those splits to which the call queues and from which it eventually dequeues without being answered there. In effect, then, R2 CMS tracks an outflow in the same situations where R3 CMS tracks a dequeue.
Differences Between G2 and G3r EAS ■ G2.2 restricts calls queuing to multiple skills simultaneously to skills in the same skill tens group. This also applies to VDN skills. G3 allows calls to queue to any three skills simultaneously. ■ G2.2 administers agents to a default skill and the agents enter their other skills after logging in. G3 administers all of the agents’ skills, and the agents are logged into all of their assigned skills during login. G3 agents cannot change their skills.
Interactions Between Call Vectoring/EAS and BCMS/CMS F Introduction Call Vectoring and EAS interact with a management information system that helps to monitor and report on the activity within Call Vectoring and EAS. In most cases, the management system is either the Call Management System (CMS) or the Basic Call Management System (BCMS). CMS, which resides on an adjunct processor, collects and processes ACD information to generate various reports. BCMS performs the same duties.
Interactions Between Call Vectoring/EAS and BCMS/CMS BCMS/CMS Tracking in a Call Vectoring Environment Tracking is the identifying of various call flows and other actions relevant to call handling. For our purposes, there are three classes of call flows: split flows, VDN flows, and vector flows. Also, we are most concerned with tracking in the Call Vectoring environment.
BCMS/CMS Tracking in a Call Vectoring Environment For split/skill statistics, the calculation is ACD calls answered within the service level divided by calls queued to the split/skill (answered calls, abandoned calls, calls that flow out, calls that dequeue). In most cases the VDN percentage will be higher then the split percentage since calls dequeued from a split/skill are counted as answered, abandoned, or outflows for the VDN.
Interactions Between Call Vectoring/EAS and BCMS/CMS R3 CMS and BCMS Standards The following table illustrates how R3 CMS and BCMS interpret specific VDN flows for the G1/G3 versions of the DEFINITY switch: Table F-1. R3 CMS and BCMS Standards for Interpreting VDN Flows (in G1/G3) Flow Type Management System Interpretation VDN flow in R3 CMS Calls that flow into the vector from another vector via a route-to command. BCMS (Not tracked.
BCMS/CMS Tracking in a Call Vectoring Environment Split Inflows, Outflows, and Dequeues The following sections discuss the various split flow types vis-a-vis R3 CMS, R2 CMS, and BCMS. R3 CMS and BCMS Standards R3 CMS and BCMS are grouped together because both of these systems interpret two split flow types identically. These flows include inflow and outflow.
Interactions Between Call Vectoring/EAS and BCMS/CMS With this discussion in mind, let’s take a look at the following table to see how R3 CMS and BCMS interpret split flows for the G1/G3 versions of the DEFINITY switch: Table F-2. R3 CMS and BCMS Standards for Interpreting Split Flows (in G1/G3) Flow Type Management System Inflow R3 CMS Calls answered by a split other than a primary split. BCMS (Same as for R3 CMS.
BCMS/CMS Tracking in a Call Vectoring Environment Also, when multiple split queuing is involved, R2 CMS tracks an outflow in those splits to which the call queues and from which it eventually dequeues without being answered there. In effect, then, R2 CMS tracks an outflow in the same situations where R3 CMS tracks a dequeue. Examples of Split Flow Tracking The following sections provide some examples of tracking in R3 CMS, R2 CMS, and BCMS. Each section first presents a scenario of Call Vectoring events.
Interactions Between Call Vectoring/EAS and BCMS/CMS Here’s the tracking table for this scenario: Table F-3. Tracking for Call Answered by Primary Split Split Tracking 1 2 3 R3 CMS answer dequeue dequeue BCMS answer R2 CMS answer outflow outflow Comments: ■ R3 CMS: Dequeue is tracked in split 2 as well as in split 3 because the call is answered by the primary split (split 1) and is thus dequeued from splits 2 and 3 without being answered in these splits.
BCMS/CMS Tracking in a Call Vectoring Environment Comments: ■ R3 CMS: Outflow is tracked in split 1 because the call is answered by an agent in another split to which the call is queued (that is, split 2). Although the call is obviously removed from split 1 after it is answered in split 2, dequeue is not tracked in split 1 because split 1 is the primary split. Inflow is tracked in split 2 because the call is answered in this split and the split is not the primary split.
Interactions Between Call Vectoring/EAS and BCMS/CMS Call Answered by a Primary Split after a Route To VDN. The following scenario involves a call answered by the primary split after a route-to VDN command is executed. The scenario is as follows: 1. Call comes into a VDN whose vector queues the call to splits 1, 2 and 3. 2. Vector executes a route-to VDN step. 3. Call is then queued to splits 4, 5 and 6. 4. Call is answered in split 4. Here’s the tracking table for this scenario: Table F-6.
BCMS/CMS Tracking in a Call Vectoring Environment 1. Call comes into a VDN whose vector queues the call to splits 1, 2 and 3. 2. Vector executes a route-to VDN step. 3. Call is then queued to splits 4, 5 and 6. 4. Call is answered in split 5. Here’s the tracking table for this scenario: Table F-7.
Interactions Between Call Vectoring/EAS and BCMS/CMS 3. Call is queued to split 4. Here’s the tracking table for this scenario: Table F-8.
BCMS/CMS Tracking in a Call Vectoring Environment 2. How many ACD calls did ‘‘my’’ split answer that were ‘‘mine?’’ (And, by implication, how many did I answer that were not ‘‘mine?’’) 3. How many of ‘‘my’’ ACD calls did ‘‘my’’ split not answer? 4. How many ACD calls that I didn’t answer weren’t ‘‘mine?’’ The following sections present the answers to these questions from the perspective of R3 CMS, BCMS, and R2 CMS. R3 CMS Standard. The following answers reflect the use of R3 CMS: 1.
Interactions Between Call Vectoring/EAS and BCMS/CMS R2 CMS Standard. Customers using R2 CMS connected to G1/G3 with vectoring enabled cannot necessarily answer any of the questions. If multiple-split queuing is involved, the OUTFLOWCALLS track contains both ‘‘my’’ calls and other splits’ calls that outflowed. As a result, the answers to questions 1, 3 and 4 cannot be calculated.
Using BCMS/CMS Reports to Evaluate Call Vectoring Activity ■ Vector Report summarizes vector activities. Among other information, the report provides the number of Vector Flow Ins/Outs, calls forced busy, and calls forced disconnect. Vector Flow In pertains to calls that flow into a vector from another vector via a route-to or goto vector command. Vector Flow Out pertains to calls that successfully flow out of a vector via a route-to or goto vector command.
Interactions Between Call Vectoring/EAS and BCMS/CMS Using CMS in an EAS Environment CMS R3V2 or a later release is required to support Expert Agent Selection (EAS). The same tracking and database items used within a traditional Call Vectoring environment are used within an EAS environment. In addition, CMS split tables are used to track the equivalent skill hunt group information. However, for EAS, these tables are expanded to handle four skills per agent.
Using CMS in an EAS Environment The Queue/Agent Summary Real-Time Report lists separately the Direct Agent calls waiting in a skill queue. Any waiting Direct Agent calls are queued to the first primary skill that the agent is assigned and logged into. To manage the skill’s queue slots effectively, it is recommended that a skill be dedicated for Direct Agent calls.
Interactions Between Call Vectoring/EAS and BCMS/CMS 21 and 23. This allows users who prefer to specify the actual skill number in the vector to take advantage of the tracking for VDN skill preferences. "G3V2 EAS Administration from CMS" R3V2 CMS can be used to administer vectors as well as skills for agents and VDNs. The ACD Administration: Change Agent Skills CMS screen is used to request that the current set of skills assigned to an agent be sent from G3V2.
Operation Details for the Route-to Command G Introduction The route-to command can be programmed with or without coverage. The table in this appendix summarizes the operation of the route-to command for each of the destination types and conditions associated with the commands.
Operation Details for the Route-to Command Table G-1.
Introduction Table G-1. DEFINITY G3 Route-To Command Operation INTERACTION CONDITION Extension with Incompatible COR Terminating Extension Group - All Members Idle - A Member Active on TEG - No Idle Ap p on Any Member cov = n ANY STEP cov = y ANY STEP2 Goes to next step, else stop. Goes to next step, else stop.
Operation Details for the Route-to Command Table G-1.
Introduction Notes: 1 The interaction ‘‘Stop’’ means the following: vector processing is stopped, the call remains queued to a split, and the caller continues to hear feedback initiated by a previous step. In the case where the routeto command fails and processing stops (due to a busy station or trunk group destination), retry can be implemented in the vector. Retrying is accomplished by including an unconditional goto step as the last step to allow for a loop back to the route to command.
Detailed Call Flow for Converse— VRI Calls H Introduction This appendix discusses the detailed call flow for calls involving a converse-on vector step and Voice Response Integration (VRI). This call flow is segmented into the following phases: 1. Converse call placement 2. Data passing (optional) 3. VRU data collection (optional) 4. Script execution 5. Data return (optional) 6. Script completion 7.
Detailed Call Flow for Converse—VRI Calls Converse Call Placement The first action taken by the converse-on step is to deliver the call to the converse split. Ringback tone is not heard by the caller. Any audible feedback supplied by vector processing remains until the VRU answers the call and all digits (if administered) have been outpulsed to the VRU. Vector processing is suspended.
Data Passing Any attempt to remove a hunt group, split or skill administered within a converseon vector step is denied until the vector has been changed. Also, any attempt to make a hunt group, split, or skill nonvector-controlled is denied if the hunt group, split, or skill is called by a converse-on step. Data Passing NOTE: This phase is optional and is in effect only if the application calls for DEFINITY to pass information in-band to the VRU.
Detailed Call Flow for Converse—VRI Calls NOTE: DTMF tones (digits) with a length of 350_msec and with an interdigit pause of 100_msec are currently outpulsed by DEFINITY. This results in a rate of approximately 2.2 digits per second. Any audible feedback supplied by DEFINITY is disconnected only after the outpulse sequence is completed. Also, any touch-tone dialing by the calling party during the data passing phase does not result in data corruption.
Data Passing ■ wait: This data type sends the expected wait time for a call in vector processing that is queued to at least one split. It is a value from 0 to 9999 seconds. If the call is not queued, or is queued only to splits with no working agents, only the # is outpulsed. ■ ‘‘#’’: This is the only character outpulsed. Outpulsing this character causes the corresponding prompt and collect command in the voice response script to be skipped.
Detailed Call Flow for Converse—VRI Calls To ensure the robust operation of the VRU data passing operation, be sure to implement the following recommendations: ■ Include the prompt and collect command in the VRU script for each data field passed in the converse-on step. ■ Administer each prompt and collect command to recognize the ‘‘#’’ character as the end-of-string character.
Script Execution selected application, the first command in the exec’ed script is a prompt and collect command with no announcement prompt programmed and with the pound sign (#) programmed as the end-of-string character. The ‘‘Converse second data delay’’ is used to give the VRU time to invoke the selected application before the < data_2> digit string is outpulsed.
Detailed Call Flow for Converse—VRI Calls The CONVERSANT VRU offers a built-in external function called ‘‘converse_data.’’ This function allows applications developers to perform this operation in a convenient and robust fashion.
Script Completion The ‘‘Converse Data Return Code’’ can be followed by a maximum of 24 digits. The VRU touch-tones the code and the digits in-band. However, the code and the digits are not heard by the caller. The digits are stored in DEFINITY as Call Prompting dial-ahead digits. If ‘‘x’’ digits are collected by vector processing before the converse-on step is executed, the maximum number of digits that can be returned is reduced to ‘‘24-x.’’ Any additional digits returned by the VRU are discarded.
Detailed Call Flow for Converse—VRI Calls The last set of digits collected before the converse-on split step is executed is still available and may be displayed by an answering agent on the nonconverse split by using the CALLR-INFO button. A VRU script can be programmed to continue running after hanging up the voice line. This after-call work is usually very short, and it may involve either a final message to a host or a final update to a local database.
DEFINITY Switch Data Collection If VRU data is returned, the calling party is able to touch-tone a response to a DEFINITY prompt only after the data collection phase is completed and another collect digits step is executed. This is true because each executed collect digits step does not allocate a TTR when dial-ahead digits are present.
Security Issues I Introduction There are a number of security issues vis-a-vis Call Vectoring that should be noted. For example, Call Vectoring and Call Prompting can be used to help prevent unauthorized users from gaining access to the switch via the Remote Access feature. This appendix explains how this is done. NOTE: For more information on security issues, refer to the GBCS Products Security Handbook, 555-025-600.
Security Issues Front-Ending Remote Access Via this method, authorized external callers are given a VDN extension to call instead of the remote access extension, which is kept private. The corresponding call vector can then implement a number of security checks before routing callers to the remote access extension. Routing can be done via a route-to number or route-to digits step. The following advantages are possible via this method.
EAS capabilities described in the previous section can also be used. Instead of routing to the remote access extension, the vector collects digits from the caller and then routes to the given destination if there is a match on the password. Again, multiple VDNs can be created for individuals or groups with different security checks and different permissions and/or restrictions.
Setting Up a Call Center J Introduction Call center managers need some key indicators to measure ACD performance at their site. Usually, in setting up a call center, several factors involving call management are considered. The following list identifies and defines the most common of these factors, and it provides a typical question that might be asked. In addition, an insurance company example will be used to discuss the different options in this chapter.
Setting Up a Call Center This chapter explains how to set up a call center for customers with Call Vectoring and/or Expert Agent Selection (EAS). Call Vectoring/Non-EAS Option To set up a call center that has Call Vectoring but not EAS, do the following: 1. Determine your call center’s objectives. Think about how you want your call center to handle calls and also about what you want your call center to achieve. See "Non-EAS Worksheet #1: Call Center Objectives Worksheet".
Call Vectoring/Non-EAS Option As an option, you can assign one VDN for a main number and use Call Prompting to route the call to the proper split. The following table illustrates the guidelines given up to this point.
Setting Up a Call Center On a G3 system, more than four splits can be assigned to an agent; however, the agent can log into a maximum of four splits. An agent assignment to splits can be changed in CMS: ACD Administration: Move Extensions Between Splits if the agent is log ged off.
Call Vectoring/Non-EAS Option ■ 2 = Service ■ 3 = Spanish ■ 4 = Claims ■ Nothing or 0 = Service 2. Queue the call. 3. Provide an announcement to the caller. 10. Actions Produced by Vector #2: 1. Queue the call to the correct service at a medium priority. 2. If no agents are available, provide a message and then play music. 3. If the call is not answered within 10 seconds, provide a second message and then play music. 4.
Setting Up a Call Center Non-EAS Worksheet #1 Call Center Objectives Worksheet What Are My Call Center Objectives? Figure J-1.
Call Vectoring/Non-EAS Option Non-EAS Worksheet #2 Current Split Operation Worksheet Split Primary Backup Secondary Backup Tertiary Backup Do You Have Agent Expertise? (Yes/No) List Individually You Customer/ Caller Needs and Your Agent Skill Sets in this Split Do You Want to Separate Skill Set with EAS? (Yes/No) 1. 2. 3. 4. 5. 6.
Setting Up a Call Center Non-EAS Worksheet #3 Customer Needs Worksheet Customer/Call Center Needs Figure J-3.
Call Vectoring/Non-EAS Option Vector # Name Assigned VDNs Description Assigned Trunk Groups 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. Figure J-4.
Setting Up a Call Center Call Vectoring/G3 EAS Option To set up a call center that has both Call Vectoring and G3V2 EAS, do the following: 1. Determine your call center’s objectives. Think about how you want your call center to handle calls and also about what you want your call center to achieve. See "EAS Worksheet #1: Call Center Objectives Worksheet". A company’s basic goals are to increase profits and market share and to decrease costs.
Call Vectoring/G3 EAS Option With EAS, most hunt groups tend to use EAD to allow callers to reach the most expert agent. However, UCD might be used if all agents assigned a skill are equally trained and if you want equal call distribution to the agents. 4. In CMS: Dictionary: Splits/Skills, assign names to the skills. The following table illustrates the guidelines provided up to this point.
Setting Up a Call Center Customer/Call Center Needs Skill Name Skill Number UCD/ EAD Sales/Service Sales/Service 3 EAD Service/Claims Service/Claims 4 EAD Super Group/All Skills Super 5 EAD COR 5. On the switch, administer the VDNs. On the switch or in CMS: ACD Administration, change the VDN Skill Preferences and assign up to three skills to each VDN. See "EAS Worksheet #6: Skill Preferences Worksheet".
Call Vectoring/G3 EAS Option Prompting Digit 3 VDN Accessed From Vector 6653 1st Skill 2nd Skill 52 50 Spanish Claims Spanish 53 50 3rd Skill Vector 3 The previous tables contain only a few examples of the VDNs (and, accordingly, the VDN Skill Preferences assigned to the VDNs) that the call center could assign. Be sure to determine the VDNs and VDN Skill Preferences (primary and backup skills) that you require.
Setting Up a Call Center It is strongly recommended that an agent with Direct Agent status be assigned a ‘‘Direct Agent skill’’ as the primary skill (see the following table). This way, Direct Agent calls will not be sharing queue slots with other skill calls. 8. Determine which agents you want to answer calls in each skill hunt group. On the switch, assign each agent up to four skills, and assign each skill a primary or secondary status. The agent always answers primary calls before secondary.
Call Vectoring/G3 EAS Option (for example, you may deem it necessary to train additional agents or to increase the amount of time elapsed from when a call queues to one skill hunt group and then to another skill hunt group). The following list indicates the actions produced by a vector: 1. Queue the call to the 1st main skill hunt group (Sales). 2. If no agents are available, provide a message and then play music. 3.
Setting Up a Call Center EAS Worksheet #1 Call Center Objectives Worksheet What Are My Call Center Objectives? Figure J-5.
Call Vectoring/G3 EAS Option EAS Worksheet #2 Current Split Operation Worksheet Split Primary Backup Secondary Backup Tertiary Backup Do You Have Agent Expertise? (Yes/No) List Individually You Customer/ Caller Needs and Your Agent Skill Sets in this Split Do You Want to Separate Skill Set with EAS? (Yes/No) 1. 2. 3. 4. 5. 6.
Setting Up a Call Center EAS Worksheet #3 Customer Needs Worksheet Generic 3 Customer/Call Center Needs Split Name Split Number UCD/EAD When defining your skills, be aware of how you can combine skills for backup purposes. Figure J-7.
Call Vectoring/G3 EAS Option EAS Worksheet #4 Individual Agent Skill Worksheet Generic 3 Agent Name Figure J-8.
Setting Up a Call Center EAS Worksheet #5 Agent Skills Worksheet Generic 3 Agent name Login ID First* Skill (P/S) Second Skill (P/S) 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. * Direct agent calls go to this skill first. Figure J-9.
Call Vectoring/G3 EAS Option EAS Worksheet #6 VDN Skill Preferences Worksheet Skill Preferences VDN Figure J-10.
Setting Up a Call Center EAS Worksheet #7 Vector Design Worksheet Vector # Name Assigned VDNs Description Assigned Trunk Groups 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. Figure J-11.
Converting a Call Center to EAS K Introduction The procedures in this appendix provide guidelines for upgrading a call center from a non-EAS ACD environment to an EAS ACD environment.
Converting a Call Center to EAS Once these decisions are made, the pre-EAS cutover administration activities can be started in preparation for the conversion of the call center to EAS. NOTE: Even though EAS administration changes are being made, non-EAS ACD call handling and agent operations are unaffected. When the cutover to EAS is completed, all non-EAS ACD call handling and agent operations will cease.
Step 1: Pre-EAS Cutover Administration for the G3V2 (or later) Switch NOTE: Entering a y in the Skills? field automatically causes the ACD? and Vector fields to be set to y. With EAS optioned, it is not possible to administer members for a skill hunt group. 7. If coverage paths are to be administered for EAS agents, using the Coverage Path administration form, set up the coverage paths to be assigned to EAS agent loginIDs.
Converting a Call Center to EAS — A personal call is made to an EAS agent and the agent’s station has no idle call appearances. ■ To provide coverage for calls to an EAS loginID when the agent is logged in but does not answer after a certain number of ring cycles, set the Don’t Answer? coverage criteria to y, and enter a number for the desired ring time-out in the Number of Rings field.
Step 1: Pre-EAS Cutover Administration for the G3V2 (or later) Switch 10. Using the COR administration form, set the Direct Agent Calling field to y for any COR to be assigned to a trunk or station user who may initiate a Direct Agent call to an EAS agent, or to be assigned to an EAS loginID that may receive Direct Agent calls. 11.
Converting a Call Center to EAS ■ Coverage path (optional) ■ AUDIX? (set to y for AUDIX ports) ■ AAS? (set to y for AAS VRU ports) ■ Port Extension (set to the AUDIX or AAS port extension administered in the non-EAS environment) ■ Skills - Primary/Secondary (where a single skill is entered for the skill hunt group associated with the AUDIX or AAS station ports) 14.
Step 4: Pre-EAS Cutover Administration for Messaging Server NOTE: On the MIPS, the AUDIX Name for Messaging field on the Agent LoginID form must be set to the correct AUDIX name to provide proper AUDIX coverage of calls made to EAS agents, or to leave LWC messages for EAS agents if LWC reception to AUDIX is set up for the agents’ loginIDs.
Converting a Call Center to EAS It is recommended that incoming ACD call traffic be blocked to prevent the queuing of new ACD calls to existing splits during the cutover from the non-EAS to EAS environment. Blocking of new incoming calls can be accomplished by: ■ Busying out the appropriate trunk groups and/or ■ Using the Vectoring form and setting the first vector step for actively used incoming call vectors to the ‘‘busy’’ step. Once this is accomplished, perform these activities: 1.
Step 6: EAS Cutover 12. Issue the release link n command at the administration terminal to release any adjunct AUDIX links (where the adjunct will cause the associated ports to be logged in). At this point, the cutover to EAS is complete. It is recommended that a backup of the switch translations be performed as soon as possible after the cutover to preserve the EAS-related administration changes.
V4 Feature Availability L The following lists describe vectoring enhancements that are available with G3V4 and later releases. For a detailed description of any item see the referenced section of this guide. When V4 has been installed on your switch as a bugfix (that is, a maintenance load), but you have not purchased V4 software capabilities you receive: ■ Enhanced vector editing capabilities. See "Enhanced Vector Editing (G3V4 and later releases)" on page 2-5.
V4 Feature Availability Vectoring (G3V4 Enhanced) provides the following additional capabilities: ■ The ability to specify a priority level with the oldest-call-wait conditional on the check-backup and goto commands. See these commands in Appendix A. ■ The use of enhanced comparators (<>, >=, and < =) with the goto and route-to commands as well as use of “none” as an entry for digits checking, and “active” or “latest” VDN thresholds for indirect VDN references. See these commands in Appendix A.
Improving Performance M Introduction This appendix provides recommendations on how to write vectors that promote favorable performance practices. Two basic principles to follow are: 1. Minimize the amount of call processing — Minimize the number of vector steps to process a call — Use the lower cost steps when possible (refer to Table M-4 and Table M-5) 2.
Improving Performance ■ Lookahead Interflow All looping examples in this appendix use only loops within a single vector. It is important to also be aware of looping to other vectors through the use of vector chaining. The same principles can be extrapolated from the looping examples. Creating a flow diagram is often helpful for identifying looping errors. In addition to the example vectors, tables rating the relative performance costs of specific vector commands are also included.
Looping Examples Looping Examples Audible Feedback Recommendation: Evaluate the length of the wait period between repetitions of an announcement and increase the length, if possible. For optimum performance, add a second announcement after the initial announcement and repeat the second announcement less often. The example in Figure M-1 repeats the “All representative are busy. Please hold.” announcement every 10 seconds as long as the call is in queue. 1. 2. 3. 4. 5.
Improving Performance Table M-2 compares the relative processing cost of the three examples by looking at the approximate number of vector steps executed while processing the call. Assumption is that the first announcement is 3 seconds long and the second announcement is 4 seconds long. Table M-1.
Looping Examples The example in Figure M-5 adds a delay so that the lookahead interflow attempt occurs only every 10 seconds. 1. 2. 3. 4. 5. 6. queue-to main split 1 pri l announcement 3000 wait-time 20 seconds hearing music route-to number 93035555555 cov n if unconditionally wait-time 10 seconds hearing music goto step 4 if unconditionally Figure M-5.
Improving Performance Check Backup Recommendation: When using check-backup commands to queue a call to backup splits, ensure that an adequate amount of time has elasped before checking the backup splits again. NOTE: With the introduction of the ‘Expected Time Wait Time’ feature in Generic 3 Version 4, the style of programming used in this example is no longer relevant. The best approach is to use the ‘Expected Time Wait’ feature to locate the most appropriate split for the call and queue it there.
Looping Examples Since the agent availability status may not be likely to change every 10 seconds, it may make sense to increase the wait time to 30 seconds, as shown in the example in Figure M-9. 1. queue-to main split 1 pri h 2. announcement 3000 3. wait-time 30 seconds hearing music 4. check-backup split 21 pri m if available-agents 5. check-backup split 22 pri m if available-agents 6. check-backup split 23 pri m if available-agents 7. check-backup split 24 pri m if available-agents 8.
Improving Performance Other Examples After Business Hours Recommendation: Test to see if the destination resources are available (such as during business hours) before queuing. The example in Figure M-10 queues calls to a hunt group regardless of the time of the call. When the call is made after business hours, the announcement is repeated until the caller hangs up. 1. queue-to main split 1 2. announcement 5000 (“All agents are busy. Please hold.”) 3. wait-time 120 seconds hearing music 4.
Other Examples Lookahead Interflows Recommendation: When using a lookahead interflow, first test to see if the receiving office is open for business. The scenario is a sending switch in Los Angeles, with office hours from 8:00 AM to 5:00PM (8:00-17:00) PST and the receiving switch is in New York, with office hours from 8:00 AM to 5:00PM EST (5:00-14:00 PST). There is a 3 hour difference between the two switches. The example in Figure M-12 routes calls to the New York switch.
Improving Performance The example in Figure M-14 can be used if you have Generic 3 Version 4 Advanced Routing optioned. In this case, the ‘Expected Wait Time’ feature may be used to determine whether it is worthwhile placing a lookahead interflow call attempt. 1. 2. 3. 4. 5. 6. 7. 8. queue-to main split 1 goto step 5 if expected-wait for call < 30 goto step 5 if time-of-day is all 14:00 to all 05:00 route-to number 99145555555 cov n if unconditionally announcement 2770 (“All agents are busy. Please hold.
Relative Processing Cost of Vector Commands Relative Processing Cost of Vector Commands Some vector commands use more processing resources than others. Table M-4 and Table M-5 show the relative processing costs of specific vector commands for Generic 3 Version 4i/v/vs and Generic 3 Version 4r respectively. Whenever possible, use the lower cost vector commands. This will minimize your performance costs and upgrade your performance. Table M-4.
Improving Performance Table M-5.
Call Vectoring System Parameters N G3iV1.1 and G3V2 System Parameters Table N-1. Maximum System Parameters for Call Vectoring/EAS for G3V2 G3iV1.
Call Vectoring System Parameters G3V3 System Parameters Table N-2. Maximum System Parameters for Call Vectoring/EAS for G3V3 G3vsV3 ABP/PBP ITEM G3sV3 ABP/PBP G3iV3 G3rV3 Call Vectoring Max. Skills a Call Can Simultaneously Queue to NA/3 NA/3 3 3 Priority Levels NA/4 NA/4 4 4 NA/128 NA/128 128 256 NA/32 NA/32 32 32 NA/100 NA/100 512 20,000 NA/100 NA/100 512 2,000 Vectors per System NA/48 NA/48 256 512 No. of Collected Digits for Call Prompting NA/16 NA/16 16 16 No.
G3V4 System Parameters G3V4 System Parameters Table N-3. Maximum System Parameters for Call Vectoring/EAS for G3V4 G3vsV4 ABP/PBP ITEM G3sV4 ABP/PBP G3iV4 G3rV4 Call Vectoring Max.
Glossary GL A ACD See Automatic Call Distribution. ACD split A MIA/DDC hunt group in a system where ACD has been optioned by the customer and where the hunt group has been administered as used for ACD. active call A call to a VDN that is still active in the switch or tandemed through the switch. The call remains active until the call is released. active VDN The active VDN is the called VDN as determined by VDN Override. The active VDN would be displayed to an answering agent if delivered at this time.
Glossary In terms of network services, answer supervision is a feature offered by the network provider on certain types of trunks. When the network returns answer supervision for a particular trunk group, the ‘Answer Supervision’ field on the ‘Trunk Group’ form should be set to a yes. The ‘Answer Supervision Timeout’ field on the ‘Trunk Group’ form should be set to a large value in this case. ASA See Average Speed of Answer (ASA).
Glossary The ASA for a split/skill includes the time spent in queue and the time ringing an agent. The ASA for a VDN includes the time spent in vector processing for the VDN that the call was answered in. Interval ASA is used for BCMS and CMS reporting where the ASA is calculated on reporting interval boundaries and the ASA is cleared to zero at the start of each reporting interval.
Glossary Call Prompting A feature that uses vector commands to collect and test digits, and/or display digits to the agent or pass them to an adjunct processor. Based on the digits dialed, the call is routed to a desired destination or receives other treatment. External callers must use touch-tone dialing for entering digits. The Call Prompting feature can be used with other call vectoring capabilities.
Glossary CONVERSANT A Voice Response Unit (VRU) produced by AT&T that is prominently used with the Voice Response Integration (VRI) feature. Converse Data Return code A feature access code administered on the DEFINITY switch. Whenever data is to be returned from CONVERSANT upon completion of a script invoked by a converse vector step, CONVERSANT must outpulse the converse data return code immediately prior to outpulsing the returned digits.
Glossary dequeued average queue time The average time a call waits until it is answered by another split to which the call is also queued. This time is indicated in the CMS Split Summary report. dial-ahead digits The touch tone digits that are entered by the caller or returned by a VRU, but not yet collected by a collect digits vector step. Dial-ahead digits are stored in the call prompting buffer until collected by a collect digits vector step. See also collected digits.
Glossary Expert Agent Selection (EAS) An optional feature that provides a group of capabilities including: assigning skills to VDNs and agents, defining hunt groups as skills, providing call distribution via matching skills, logical agents and direct agent calling from voice terminals. EWT See Expected Wait Time (EWT). far-end switch A switch within the tandem switch configuration of an LAI call setup that decides whether to accept or deny an LAI call according to a number of conditions.
Glossary inflow A call flow or action that is defined according to the management system and the switch version involved. For R3 CMS/BCMS and G3 with call vectoring enabled, the term refers to a call that is answered by a split other than a primary split. For R2 CMS, when multiple-split queuing is involved, the term refers to a call that requeues to the first of multiple splits.
Glossary J K L LAI See Look-Ahead Interflow. latest VDN The VDN to which the caller was most recently routed. The latest VDN is not affected by VDN Override. LEC See Local Exchange Carrier (LEC). Local Exchange Carrier (LEC) A local phone company. logical agent - logical agent ID This capability provides special extensions without hardware called Agent Login IDs to which the characteristics of the agent (including skills, coverage path, COR, etc.) are assigned.
Glossary Message Collection A call prompting application that gives the caller the option of not waiting (in queue, if vectoring is enabled) to be serviced by an agent, but rather of leaving a message for the agent or the agent's associated split. Message Server Adjunct A message service split that is used in conjunction with the messaging split command. MIA See Most Idle Agent (MIA).
Glossary P primary split The first split in a VDN to which a call actually queues. Another split becomes the primary split if the call leaves the VDN (via a route-to VDN command, for example), and the call is then queued to another split; or, if the call leaves vector processing (via a route-to command, for example), and the call queues to another split. priority The queuing level to which an incoming call is assigned and at which the call is processed.
Glossary Split Summary report A report that summarizes the call activity for an entire split. It can be generated by CMS as well as in BCMS. split supervisor An ACD split manager who monitors split flows. staffed For ACD splits, staffed connotes an agent being logged in. Therefore, when an agent is staffed in an ACD split, this means that the agent is present. However, the term does not indicate if the agent is available to receive calls.
Glossary two switch configuration A LAI call setup that consists of two switches: sending switch and receiving switch. The vector(s) in the sending switch determine whether the call should be sent to the receiving switch. The vectors in the receiving switch determine whether to accept or deny the call according to a number of conditions. U UCD See uniform call distribution.
Glossary VDN name The name associated with the VDN. It contains up to 15 characters and is optional. It appears on the agent’s display. VDN of record See active VDN. VDN override A VDN Override is an option that allows information about a subsequently-routed-to VDN (if any) to be used instead of the information about the current VDN. VDN report A report that reports on VDN activity. The report can be generated by CMS as well as in BCMS.
Index IN Symbols # sign, 5-17, A-37, A-38 dialed ahead digits, 5-17 # sign with digits, A-33 * symbol dial-ahead digits, A-33 dialed ahead digits, 5-17 * with digits, A-33 A abbreviated dialing special characters route-to, A-68, A-70 ACD agent login ID form, 10-22 active VDN, 3-10 adapting to a long wait , 2-16 to changing call traffic , 2-16 adjunct routing considerations, C-4 function, 9-1 hardware and software requirements, B-6 relationship table for treatment and goto steps, 9-5 with call prompting,
Index rolling ASA, 11-11 VDN calls, 11-11 warranty service, 11-15 warranty service call center, 11-18, 11-19 ASA, 6-10 definition, F-14 ASAI link failure, A-16 ASAI message contents of, 9-2 assigning call answering tasks to splits, 3-6 asterisk (*) *, use of, A-31 automatic number identification, 7-1 calling party number, 7-2 use in North America, 7-2 automating tasks, 2-17 availability of agents, 3-4 average speed of answer, 6-10 definition, F-14 awaiting the response to the call route request, 9-5 B bas
Index functions, 5-5 creating service observing vectors, 5-12 passing digits to an adjunct, 5-12 treating digits as a destination, 5-6 using digits on the agent’s set, 5-10 using digits to collect branching information, 5-7 using digits to select options, 5-10 hardware and software requirements, B-3 purpose, 1-5, 5-1 removing incorrect digits, 5-3 variable length digit string, 5-3 with VRI, 5-1 call route request, 9-2, 9-5, 9-7 call treatment customizing, 2-17 personalization, 2-17 call vectoring benefits,
Index call flow phase data passing, H-3 data return, H-7 DEFINITY switch data collection, H-10 script completion, H-9 script execution, H-7 converse-on command, 3-13, A-35 function, A-36 neutral vector command, 8-8 success/failure criteria, A-84 syntax, A-35 troubleshooting, D-7 converse-VRI calls call flow phase VRU data collection, H-6 creating a new vector, 2-4 service observing vectors, 5-5 customizing call treatment, 2-17, 3-4 D defining desired service, 3-7 deleting vector step , 2-5 delivery of que
Index delay with audible feedback, 4-5 delay with multiple audio/music source feedback, 4-6 dial-ahead digits, 5-15, 5-16 disconnecting a call, 4-8 distributed call centers application, 11-9 DIVA and data/message collection application, 11-6 emergency and routine service application, 11-24, 11-25 expected wait time for a call, 6-3 for a split, 6-2 routing and passing VRU wait, 6-6 expected wait time routing routing to the best split, 6-8 field agent vector application, 11-12 forced announcement, 4-4 help d
Index with disconnect, A-47 with goto step , A-53 with goto vector, A-59 with messaging , A-61 with queue-to, A-65 with route-to, A-71 with stop, A-76 with wait-time, A-80 features of call vectoring, 1-5 adjunct routing command, 1-6 advanced vector routing, 1-5 ANI/ii-digits, 1-5 basic call vectoring, 1-5 call prompting, 1-5 look-ahead interflow, 1-5 functions of basic call vectoring, 4-2 of call prompting, 5-5 G G3 upgrading to expert agent selection, 10-38 G3iV1.
Index receiving switch operation, 8-4 sending switch operation, 8-3 M maximizing performance, M-1, M-3, M-4, M-6, M-8, M-9 example vector, M-3, M-5, M-6, M-7, M-8, M-9, M-10 messaging, 3-14, A-60 ASAI contents of, 9-2 example, 4-14 leaving a message, 2-14 messaging command example, 4-13 neutral vector command, 8-8 success/failure criteria, A-85 syntax, A-60 troubleshooting , D-8 multiple call handling, 3-5 N naming a vector, 2-4 neutral vector command, 8-7 non-business hours call during, 2-13 numbering o
Index R receiving and implementing the call route, 9-7 receiving feedback about a call, 2-7 redirecting calls methods for, 3-2 reducing caller hold time, 2-17 number of needed agents, 3-6 staffing requirements, 2-17 transferred calls, 2-17, 3-3 removing incorrect digits strings, 5-4 reporting agent handling, 3-7 call handling, 3-7 via Basic Call Management System, 3-7 via BCMS, 3-7 via CentreVu Call Management System, 3-7 via CMS, 3-7 reports BCMS BCMS Split Report, F-15 VDN Real-Time Report, F-15 VDN Summ
Index differences among G1/G2/G3, E-11 staffed agent for ACD split, 3-4 staffed agents basis of call management decisions, 3-4 check backup command, 3-4 conditional branching , 3-11 definition of, 3-4 for non-ACD hunt groups, 3-4 goto command, 3-4 number of, 3-14 starting a script, 1-5 status lamp, 5-11 CALLR-INFO button, 5-12 NORMAL button, 5-12 steps maximum number of, 3-12 stop command, 3-14 example, 4-20 neutral vector command, 8-8, A-76 success/failure criteria, A-85 syntax, A-76 troubleshooting , D-8
Index no qpos digits, D-19 step skipped, D-10 transfer denied , D-19 coverage conference denied, D-20 data return no digits, D-20 timeout, D-20 delay before AUDIX answers, D-8 delay before hearing announcement, D-6 dial-ahead digits not recognized, D-6 dial-ahead discarded, D-16 digits incomplete, D-11 double coverage attempt, D-17 expected wait-time call no working agents, D-23 call not queued, D-21 no split queue, D-22 not sent to VRU, D-21 split locked, D-23 split no working agents, D-23 split queue ful
Index V valid entries for check-backup, A-26 for collect digits, A-31 for converse-on, A-35 for disconnect, A-46 for goto step , A-49 for goto vector, A-55 for messaging , A-60 for queue-to, A-64 for route-to, A-68 for wait-time, A-78 VDN, 3-7 active, 3-9 calls, 6-12 calls counts which calls included, 6-13 definition, 1-3, 3-1, 3-7 in coverage path application uses, 3-10 latest, 3-9 multiple, 1-3 observing, 3-11 override example application, 3-9 properties 1st/2nd/3rd skill, 3-9 acceptable service level, 3
Index tandem switch vector, 8-10 testing for ANI in vector routing table, 7-4 for digits in vector routing table, 5-9 treating digits as a destination, 5-6 unconditional branching , 4-18 using digits to collect branching information, 5-7 to select options, 5-10 VDN calls routing, 6-13 vector for service observing, 4-17 listing existing , 2-4 naming, 2-4 testing, B-7 vector applications table of examples, 11-2 vector chaining goto command, 4-20 multiple, 1-4 multiple vectors, 4-20 purpose, 4-20 route-to, 4-
Index description, F-15 VDN Report description, F-14 VDN Summary Report description, F-15 Vector Report description, F-15 with coverage, 3-10, 5-6 vector routing table, 5-7, 5-8, 7-4 vector step chaining, 3-2 conditional branching , 3-11 deleting , 2-5 entering, 2-4 example adjunct routing , A-15 announcement, A-22 check-backup, A-27 collect digits, A-31 converse-on, A-35 disconnect, A-46 goto step, A-51 goto vector, A-57 messaging, A-60 queue-to, A-64 route-to, A-68 treatment step used as a delay for adju
