Deutsch dropdown-ico

Bedienungsanleitung AT&T 555-230-520

458 Seiten 2.99 mb
Download

Zur Seite of 458

Summary
  • AT&T 555-230-520 - page 1

    555 -230 -520 Issue 4 Septem ber , 1995 DE FINITY Ge neri c 3 Call Vectoring/Ex pert Agent Sel ection (EAS) Guide Graphics © Table of Contents ...

  • AT&T 555-230-520 - page 2

    Conten ts Issue 4 Sep temb er 1995 iii Tabl e o f Cont ents i 1 Abou t Th is D ocument 1-1 ■ Feat ure Avail ab ility 1-1 ■ W hat is Call V ector i ng? 1-1 ■ W hat is Expert A g ent S elec tion ( E A S)? 1-4 ■ Call V e ctorin g Feat ures 1-5 ■ Cont ents an d O r g anizat ion of t he Gu ide 1- 6 ■ I ntende d Aud ience and Use of the Gui d ...

  • AT&T 555-230-520 - page 3

    Conten ts iv Issue 4 Se p t em ber 1995 3 Fund a mental s of Cal l Ve ct oring 3-1 ■ I n troduction 3- 1 ■ Call M anagemen t 3 -1 Call F l o w 3-2 Ca ller Cont rol 3-3 Call Queuing to Splits 3-3 S plit Queu e P riority Leve ls 3-4 Ag en t W ork Mo d e 3-4 Calli n g P arty Feedba ck 3-5 Diale d Num ber Id en ti ficat ion Servic e (DNIS ) 3-6 ■ ...

  • AT&T 555-230-520 - page 4

    Conten ts Issue 4 S ep t e m b er 1995 v Disc onnect 4-7 V oice R espon s e S cripts 4- 8 R outing Calls 4-10 Queuin g Calls to ACD Splits 4-11 Mu ltiple Spl i t Queui n g 4-11 Leaving R ecorded M es sages 4-13 Op tion with the V DN as the Coverage P o int 4-14 S e nding Calls to a V ector- Programmed Numbe r 4-15 In terf low 4-15 S ervice O b s er ...

  • AT&T 555-230-520 - page 5

    Conten ts vi Issue 4 Se p t em ber 1995 User-E ntered FAC a nd Extension 5-14 P reprog ramm e d F AC an d Extension 5-14 ■ Dial-A head Digits 5-14 ■ A SAI - Re quested Digit Collec tion 5-18 ■ A S A I- Pro vid e d Dial-A head Digi ts 5-19 6 Advan ced Vect or Rou tin g 6-1 ■ I n troduction 6- 1 ■ Comman d Se t 6-1 ■ Expe cted Wai t T i m ...

  • AT&T 555-230-520 - page 6

    Conten ts Issue 4 Se ptemb e r 1995 vii 7 AN I and I I- Dig its Rout in g 7-1 ■ I n troduction 7- 1 ■ Comman d Se t 7-1 ■ ANI R outi ng 7- 1 AN I R ou ting E x amp le 7-2 V ector R outing Tab les with ANI 7-3 ■ I I-Digits R out ing 7-5 II-Digits R outing E x amp le 7-7 8 Look-Ahead In terfl o w 8-1 ■ I n troduction 8- 1 ■ Comman d Se t ...

  • AT&T 555-230-520 - page 7

    Conten ts vi ii I s sue 4 Sep te m b er 199 5 R eceivin g and Im p le menting th e Call R out e 9-7 ■ M ult iple Out standing R out e R eq u ests 9- 8 User S cenar ios 9 -9 10 Expert Agent Selecti on 10-1 ■ I n troduction 10-1 ■ I dent ifying Caller Needs 10-2 DNIS / I SDN C alled Party 10-4 Call P rompting/V RU Digit s 10-4 Host Data b ase L ...

  • AT&T 555-230-520 - page 8

    Conten ts Issue 4 Se p t em ber 1995 ix Ca l l Forwardin g 10-27 Call P a rk 10-27 Call Pickup 10-28 Class of Restricti on 10-28 Class of Service 10-28 Di a l Plan 10-28 Dir ect Agent Callin g 10-28 Disp lays—Voic e T erminal 10-28 Look - Ahea d In terflow 10-29 Multi ple Spli t Queuing 10-29 OCM/E A S 10-29 C om ma nds fo r O CM Predic tive Call ...

  • AT&T 555-230-520 - page 9

    Conten ts x Issue 4 Se ptemb e r 1995 ■ Distribute d Call Centers 11-8 ■ Help Desk 11-10 ■ Insuranc e A g ency/S ervice A gency 11-11 ■ W arranty Servic e (with E AS) 11-15 ■ R e sort R eservation S er vice (w i th E A S) 11-20 P lacing th e R eserv ation 11-20 S p e cif ic Num ber Dialing 11-20 General Num b er Dial in g 11-21 Call -Back ...

  • AT&T 555-230-520 - page 10

    Conten ts Issue 4 Se p t em ber 1995 xi BCMS In teractions A-21 Announ c e m ent Com m a n d A-22 P urp ose A- 22 Synt a x A -2 2 V alid E ntrie s A-22 R eq uireme nts A-22 Exam p le A -2 2 O p erat ion A-22 Answer S u p e rvi si o n C onside r a t ions A- 2 3 Feat ure Interaction s A-23 BCMS /C M S Interactions A-23 B usy Comm and A-24 P urp ose A ...

  • AT&T 555-230-520 - page 11

    Conten ts xi i I ssue 4 S ep te m b er 1995 R eq uireme nts A-31 Exam p le A -3 1 O p erat ion A-31 Answer S u p e rvi si o n C onside r a t ions A- 3 4 Feat ure Interaction s A-34 CMS In teractions A- 34 Converse-on Com m and A- 3 5 P urp ose A- 35 Synt a x A -3 5 V alid E ntrie s A-35 R eq uireme nts A-35 Exam p le s A -3 5 O p erat ion A-36 Answ ...

  • AT&T 555-230-520 - page 12

    Conten ts Is s ue 4 Sep tem b er 19 95 xiii V a lid E ntrie s A-49 R eq uireme nts A-51 Exam p le s A -5 1 O p erat ion A-52 Answer S u p e rvi si o n C onside r a t ions A- 5 3 Feat ure Interaction s A-53 CMS In teractions A- 53 Go to Vec tor C om ma n d A-5 4 P urp ose A- 54 Synt ax A -5 4 Conditions = avail able-agent, s taf f ed-age nts : A- 54 ...

  • AT&T 555-230-520 - page 13

    Conten ts xi v Issue 4 S e p t em ber 1995 R eq uireme nts A-64 Exam p le A -6 4 O p erat ion A-64 Answer S u p e rvi si o n C onside r a t ions A- 6 5 Feat ure Interaction s A-65 CMS In teractions A- 66 BCMS In teractions A-67 R oute-to Com ma n d A-6 8 P urp ose A- 68 Synt a x A -6 8 V a lid E ntrie s A-68 R eq uireme nts A-68 E xam p le A-68 Op ...

  • AT&T 555-230-520 - page 14

    Conten ts Issue 4 S ep t em ber 1995 xv O p erat ion A-79 Answer S u p e rvi si o n C onside r a t ions A- 7 9 Feat ure Interaction s A-80 CMS In teractions A- 80 A ■ Crite ria for Success / Fail ure of Call V ectoring Comm ands A- 81 B Call V ector ing Manageme nt B- 1 ■ I n troduction B- 1 ■ Imp l eme ntation R e quirem ents for th e Call V ...

  • AT&T 555-230-520 - page 15

    Conten ts xv i Issue 4 S e p t em ber 1995 D Troublesho otin g Vectors D-1 ■ I n troduction D-1 ■ Unexpected F eature O perat ions D- 1 ■ Unexpected C om man d Operat ions D-3 ■ Converse Comma nd Deb u g ging D- 9 ■ Tracking Unex p ec t e d V e ctor Event s D-12 Disp lay E vents Form D-12 Disp lay E vents R eport D-13 S u mmary of Vect or ...

  • AT&T 555-230-520 - page 16

    Conten ts Issue 4 Sep temb er 1995 xvii Answered and A ban dons F - 2 Busies a nd Disc o nnects F - 3 V DN I n flows and Out flows F - 3 R 3 C MS and BC MS S tan dards F - 4 V ec tor Inf lows a nd Out f lows F-4 R 3 CM S S ta ndards F -4 S plit Inf l ows , Outf l ows, a n d D e q ueues F- 5 R 3 C MS and BC MS S tan dards F - 5 R 2 CM S S ta ndards ...

  • AT&T 555-230-520 - page 17

    Conten ts xv iii Is sue 4 Se ptemb er 1995 ■ Script C omp let ion H-9 ■ DEFI N I TY Swit c h D at a C ollect io n H-10 I Security Issues I-1 ■ I n troduction I- 1 ■ R emo te Access I - 1 Front -End in g R emote Ac c e s s I-2 R eplacing Re mo te Ac ces s I -2 ■ E A S I-3 ■ Vector Ini tiat ed S ervice O b serving Security I-3 J Setti ng ...

  • AT&T 555-230-520 - page 18

    Conten ts Issue 4 S e p t em ber 1995 xi x L V4 Feat ure Availab i li ty L-1 M Impr ovi ng Per form a nce M-1 ■ I n tro d uction M-1 ■ Looping Exam p les M-3 Audi ble Feed b ac k M-3 Lookah ead In terf low M-4 Check Backup M- 6 ■ Ot her E xamp les M-8 After Busi ness Hours M-8 Lookah ead In terflows M-9 ■ R el a t ive P rocessing Cost of Ve ...

  • AT&T 555-230-520 - page 19

    Issue 4 Se p t em ber 199 5 1-1 1 About This Document Feat ure Avail abili ty Call V e c t o ri n g is ava ilable wi th a ll Generic 3 r elea ses. Many of the features discus sed in t his manual are only available with later releas es of the DEFI N I TY switch. S o me are op t iona l feat ures an d mu st be purchas e d s eparat ely. S ee Ap p endix ...

  • AT&T 555-230-520 - page 20

    A bout This Doc u ment 1-2 Issue 4 S ep t e m b er 1995 Call V e ctori n g works hand in hand wi th and, more imp o rtant ly, enh ances tradi t ional ACD call proce ss ing , w h ich may b e i l lustra te d as fo llows: 1. Dialed Num ber I denti ficat ion Service 2 . Direct Inwa rd Dialing Figure 1-1. Trad itiona l ACD Call Process ing As Fig ure 1- ...

  • AT&T 555-230-520 - page 21

    W hat is Call V ecto ring? Is s ue 4 Sep tem ber 19 95 1-3 W orking toget her, t hese co m pone nts direct incoming and AS AI event re ports and re q uests to the d esired answering dest inat ions, a nd th ey spec ify how each call is t o b e processed. C al l Vect oring m ay be i ll ustrate d as follows: 1. V o ice Re s ponse Unit 2. Dialed Num be ...

  • AT&T 555-230-520 - page 22

    A bout This Doc u ment 1-4 Issue 4 S ep t e m b er 1995 Here’s an exam ple of a vector : Figure 1-3. Vector Exam ple Each in divid ual vector can co ntai n up to 32 c o m m and steps o r inst ructi ons. Mul tiple vectors can be c hained to get her to ex ten d processing ca pa b ilit ies or to process calls t o th e same o r di ff erent answerin g ...

  • AT&T 555-230-520 - page 23

    Call V e ctori ng Feat ures Is s ue 4 Sep tem ber 19 95 1-5 Call Vecto ring F eatur es Call V e c t o rin g provides th e f o llowin g fea tures: ■ Basic Cal l Ve ctoring allows you t o “ p rogram” the type o f processing th at is given to a t e leph one call. Y ou progr am by arranging a set of vector co mm ands in t he desired sequence. Dep ...

  • AT&T 555-230-520 - page 24

    A bout This Doc u ment 1-6 Issue 4 S ep t e m b er 1995 T o use Look -Ahe a d Interf low, B asic Call V ec toring a nd I nt egrate d Services D i g ital Netwo rk- Prima ry R ate Interf ace ( I S DN-PR I ) m ust b e enabled. P rivate N etwork A ccess ( P NA ) software ma y also b e re q uired . ■ Adjun ct Routin g p r ovides you with a means of ev ...

  • AT&T 555-230-520 - page 25

    R e ferenc e s Is s ue 4 Sep tem ber 19 95 1-7 The level of your expert ise in Call V e ctorin g and/or E AS should det ermine h ow you use the guide . Users who are unfam iliar with Call V e c toring shoul d rea d the overview, t hen study th e tu t orial . Users who w ill b e using E AS should read Chap ter 10. Users who want to learn more a b ou ...

  • AT&T 555-230-520 - page 26

    Is sue 4 Sep tember 19 95 2-1 2 Tutorial Intro d ucti on This chap ter is i nte nded to provide you wit h a ‘ ‘practical s t art’’ in using Call Vect oring . T o t h is en d, t h e chap ter p resent s the b asics you need t o write a representative vec tor a n d to enter it on-line. T he last sect ion of th e c hapt e r summarizes t he bene ...

  • AT&T 555-230-520 - page 27

    T u torial 2-2 Issue 4 Septem b er 1995 Proced ures for Basic Screen Admi nistrati on Bas ic Screen Ad minis tra t ion is a f unct ion of the DEFI N IT Y C o m m u n icat ions Syste m. A vect or i s entered o n-line via Ba sic S creen Ad minis tra t ion b y c o m p l e tin g t he Call Vec tor Form. T his for m ap pears on three scree ns, as follows ...

  • AT&T 555-230-520 - page 28

    E ntering the V e c tor On-Lin e Issue 4 Septem b er 1995 2-3 Figure 2 - 2. Call Vector Form (Page 2 o f 3) Figure 2 - 3. Call Vector Form (Page 3 o f 3) Page 2 of 3 CALL VECTOR 12 _______________ 13 _______________ 14 _______________ 15 _______________ 16 _______________ 17 _______________ 18 _______________ 19 _______________ 20 _______________ 2 ...

  • AT&T 555-230-520 - page 29

    T u torial 2-4 Issue 4 Septem b er 1995 The fo l lowin g list summa rizes how you can e n ter a vecto r o n -line via Basi c Screen Ad m in istrat ion. F or co m p let e d etails on this proce s s , c onsult D EFI NITY Co mmunicat ions Syste m G e n eric 3 V ersion 4 Imp l e men tation, 555-230-655 or DEFI N I TY C o m m u nicat ions Syste m Ge n e ...

  • AT&T 555-230-520 - page 30

    Constru cting a Vec t or: On e Ap p roach Issue 4 Septem b er 1995 2-5 4. E n ter a maxim um of 32 v ec tor c o m ma nds in the b lanks next to the ste p nu mbers. See A p pendi x A fo r a com pl ete d e sc rip t ion of all Call Vect oring com m ands. NO TE: Y ou n eed no t type every le t ter of each co mmand tha t you enter. If you type jus t the ...

  • AT&T 555-230-520 - page 31

    T u torial 2-6 Issue 4 Septem b er 1995 phases un til a fi nal ‘‘comp lete’ ’ v e ctor is constructed. A s each p has e i s presented , you ar e i ntrod uced to on e or m ore ne w v ector co m ma nds and/or a p proaches to vector processing. W hile it is n ot practical to present a l l such co mm ands and a p pr oaches along the way to co n ...

  • AT&T 555-230-520 - page 32

    Constru cting a Vec t or: On e Ap p roach Issue 4 Septem b er 1995 2-7 assigned one of fou r p riorit y levels: top, high, m edium, or low . W ithin a given split (the main sp li t, in our vector) , c a lls are de livered to th e a gent sequen t i ally a s they arrive to the sp lit q ueue a n d a ccording t o t h e priority level assi gned. Accordi ...

  • AT&T 555-230-520 - page 33

    T u torial 2-8 Issue 4 Septem b er 1995 assigned any even nu mb er in the r a nge of 0 through 99 8. In our vector, t he t ime specif i ed is 1 0 seconds. In a d di t ion t o the d e l a y p eriod , th e wa it - ti me co mman d provides the ca ller wit h feed b a c k. In our vect or, ringback is provided. O t her t y p es of fe e d b a c k that can ...

  • AT&T 555-230-520 - page 34

    Constru cting a Vec t or: On e Ap p roach Issue 4 Septem b er 1995 2-9 Phase 3: Rep eating Delay Announcem ent an d Feed back The vector in t he p revious sect ion provides fe e d back to t he caller after the ca l l is queued. However, i f t he an nounceme nt in S tep 3 is played, and i f the age nt does no t ans wer th e call soon after the an no ...

  • AT&T 555-230-520 - page 35

    T u torial 2-10 Is s ue 4 Septemb er 19 95 is passed to the wait-tim e co m ma n d in S te p 4. If the c a l l is sti ll not answe re d b y the time this c o m ma n d c o m p letes, c ontrol is p a ss e d to S te p 5, where the uncondi t ional b ranch is once again ma d e t o S tep 3. As a result of the established loop, th e cal ler is p rovi d e ...

  • AT&T 555-230-520 - page 36

    Constru cting a Vec t or: On e Ap p roach Issue 4 Septe m b er 1995 2-11 a medium p riority instead of a low priority, which is assign ed if the c a ll is q ueued b y the q u eue -to ma in spli t command in S te p 1. It i s a good p ra ctice to raise the priority level in subseq uent q ueuing s te ps i n order to acc o mm odate ca llers who have b ...

  • AT&T 555-230-520 - page 37

    T u torial 2-12 Is s ue 4 Septemb er 19 95 Figure 2-8. Checking Qu eue Capacity A ch eck of s pli t 5 i s i mplemente d by the g ot o ste p command in S te p 1. In t his example, 21 sl ots are a ss i g n e d to sp lit 5 (that is, the q u e ue l ength for split 5 is 21 ) . A ccord ingly , th e g oto ste p co m man d test s whether th e sp lit c o nt ...

  • AT&T 555-230-520 - page 38

    Constru cting a Vec t or: On e Ap p roach Issue 4 Septe m b er 1995 2-13 Phase 6: C heck i ng for No n-Bu s iness H ours If a c aller calls during non-busi ness hour s, you can st ill provide the cal ler with some in format ion for calling b ack d uring working hours by p laying the a p p ropria te reco rd ed m essage. The f o llowing vect o r illu ...

  • AT&T 555-230-520 - page 39

    T u torial 2-14 Is s ue 4 Septemb er 19 95 Figure 2-10. Ch eckin g for Non -Bu siness Ho urs (Screen 2 of 2) NO TE: Announcement 3222 cou ld cont ain t his m essage: ‘ ‘ We’re sorry. Our off ice i s closed. P lease call back an y d ay b e twee n 8:00 A.M. an d 5 :00 P .M.’’) The goto s tep command in Step 1 check s i f the call arrives du ...

  • AT&T 555-230-520 - page 40

    Be nef its of Cal l V e c t oring Issue 4 Septe m b er 1995 2-15 Bene fi ts of Call Vect oring Coupled wi th A uto ma tic Call Dist ribution ( ACD), Call V ectoring enab les te lephone calls t o be p rocessed at a f ast er r ate wi t hin an intelli gent, “rea l-tim e ” system . As a result, Call Vect oring provides an a p p reciable cost saving ...

  • AT&T 555-230-520 - page 41

    T u torial 2-16 Is s ue 4 Septemb er 19 95 NO TE: I f the d ashed number in th e last column is fo llowed by ‘“ F),” the num ber is a f igure numb er. Tabl e 2-1. B enefits of Call Vectoring Category Call Vec toring Benefits Figur e Call Treat ment Im p lem ent s p ecial t reatment based o n th e t ime o f d ay and the day o f the week (for e ...

  • AT&T 555-230-520 - page 42

    Be nef its of Cal l V e c t oring Issue 4 Septe m b er 1995 2-17 Call R outi n g Qu eue calls to up to three s pl its sim ult aneously, co nsequentl y i mproving the average speed o f answer an d a g ent p roduct ivity. 4-10, 11-1, 11-4 Im ple men t r outing t o local or d ista n t dest inat ions. 4-13, 5-1, 5-2, 8-2, 11-2, 11-3, 11-4, 1 1-5 Connec ...

  • AT&T 555-230-520 - page 43

    Is sue 4 Sep tember 19 95 3-1 3 Fundamentals of Call V ectoring Intro d ucti on The m anner in whic h a call is proc e s s ed de p en d s upo n a n um ber o f components within b ot h the D EFI NI T Y Syst e m an d the Call V e ctorin g so ft ware. S o me of the s e compone nts include t he following: ■ R esources av ailable t o proc es s a call ...

  • AT&T 555-230-520 - page 44

    Fundame ntals of Call Vectorin g 3-2 Issue 4 Septem b er 1995 Call V e ctori ng allow s the chainin g of vector s teps a nd vect ors. A ccordingl y , on e vector can d irect th e call to a n othe r vector or V D N , which in turn can direct the call to ye t anot her vector, e tc . Note, however, th at a maximum of 1,000 vector steps can be ex e c u ...

  • AT&T 555-230-520 - page 45

    Call M anagemen t Issue 4 Septem b er 1995 3-3 ■ Adjun ct Routi ng allows the swit c h to request a routi ng desti nation from an adjun ct processor via AS A I. Whe n t his feature is enable d, the switc h sends th e AS AI ad junct a message c onta ining inf or ma t ion a b out t he calling p a r ty. The adjunct uses thi s in form ation to d et e ...

  • AT&T 555-230-520 - page 46

    Fundame ntals of Call Vectorin g 3-4 Issue 4 Septem b er 1995 ■ Call is remove d from any other queues . A nnou nceme nts , musi c, r ingback , o r o t her au dio source ar e also r e moved. ■ Vector processing terminat es. Note that the s e ac ti ons always happ e n i mmediate ly , even if the c a ller is receiving call t reatment (for example ...

  • AT&T 555-230-520 - page 47

    Call M anagemen t Issue 4 Septem b er 1995 3-5 For A CD c a l ls, an a g ent’s s tat e is further d e f ined b y th e re levant work mo de . The followin g list d e sc ribes thes e mod es: ■ After-Call-W ork M o d e makes the agent unavailable to rece ive any A C D calls for any split . T his mode c an be u s ed when the ag ent is d o ing ACD c ...

  • AT&T 555-230-520 - page 48

    Fundame ntals of Call Vectorin g 3-6 Issue 4 Septem b er 1995 For a CO call , t h e cal ler hea rs CO ringback u n t il o ne o f th e following vector steps is re ached: ■ Announcement (Cal ler h ears the announc e m ent.) ■ W ai t w ith sys tem music o r a l t ernat e au dio/music source ( Ca ller hears sy s te m music, or th e music o r audio ...

  • AT&T 555-230-520 - page 49

    Vector Processing Issue 4 Septem b er 1995 3-7 be progr am med to route t o an AC D split comprised of agents who are p rofi cient in handling several typ es of calls. Call V e c t o rin g ta kes the DN I S numb er from t he netwo rk an d in terp rets thi s nu mber as a V DN. W hen t he call i s d e livered to t he ag ent t er mina l, t he unique n ...

  • AT&T 555-230-520 - page 50

    Fundame ntals of Call Vectorin g 3-8 Issue 4 Septem b er 1995 ■ Extensi on . Exten si on num ber used to iden tify t h e V DN. ■ Name . Name t hat i s associated with the V DN. This n am e, w hich is shown on the a g ent ’ s d ispla y, is opt i onal a n d c a n c o ntai n up to 15 charact ers. ■ Allow V DN O verride . Op t ion tha t allows ...

  • AT&T 555-230-520 - page 51

    Vector Processing Issue 4 Septem b er 1995 3-9 ■ Acceptabl e Ser vice Level . The nu m b e r of seconds within which c al ls to th is VDN should be answered. ■ VDN of O rigin Annc. Ex tensi on . The exte nsion num ber of th e VD N o f Origi n announc e ment. Only d i sp layed if VDN o f O r i gin Announc e m ent is op tione d . ■ 1st/2nd /3rd ...

  • AT&T 555-230-520 - page 52

    Fundame ntals of Call Vectorin g 3-10 Is s ue 4 Septemb er 19 95 ‘ ‘ Sales’’ an d ‘‘P arts.’ ’ Let ’s presume the call e r wa nts to talk to so meo ne in ‘ ‘ Sales. ’ ’ In such a c as e, the call comes i n to th e ‘ ‘ Ma in’ ’ vecto r (whose V D N name is ‘‘Main’’ ) an d is event uall y rout e d to the ‘? ...

  • AT&T 555-230-520 - page 53

    Vector Processing Issue 4 Septe m b er 1995 3-11 ■ Serving a s a coverage p oint for sp ecific call op erations (for examp l e, sending calls to a secretary during the day and to AUD IX a t night) . V D N as a coverage poin t is i llust rate d in Chapter 4, " Basic Ca ll Ve ctoring" . Se rvice Observi ng VDNs The Service O bserving f e ...

  • AT&T 555-230-520 - page 54

    Fundame ntals of Call Vectorin g 3-12 Is s ue 4 Septemb er 19 95 Each of these cont rol flow t ypes is full y d escribed in th e up co m ing chap t er s. NO TE: Call Ve c t oring has an execut ion lim it of 1,000 st eps. On ce a call en t er s vector processing, a ‘‘loop c ount er’’ keeps track of t he number o f vector steps executed. I f ...

  • AT&T 555-230-520 - page 55

    Vector Processing Issue 4 Septe m b er 1995 3-13 ■ Rou tin g call s . Calls not im me d iately answered by an agent can be queued to one or more s plits, as expla ined e arlier in t his chap ter. A cal ler can also leave a recorded message if h e o r she c hooses t o d o so. Final ly, a c all can be route d t o a numb e r p ro grammed in the vect ...

  • AT&T 555-230-520 - page 56

    Fundame ntals of Call Vectorin g 3-14 Is s ue 4 Septemb er 19 95 ■ Discon nect en ds treat ment of a call an d removes the ca ll from t he swit ch . The c o m m a n d also allo w s the op t ional assignm ent of an ann ouncement that will p lay i mme diat ely b ef ore t he disco nnect. ■ Goto S tep is a branch ing step that allow s condi t ional ...

  • AT&T 555-230-520 - page 57

    Vector Processing Issue 4 Septe m b er 1995 3-15 ■ Nu mber of s taf fed ag e nts in a s p lit (exp laine d earlier in this ch a p t er ) ■ Nu mber of avail able a gents in a split (explai ned earli er in this chap ter) ■ Nu mber of cal ls queued a t a g iven priori ty to a sp lit ■ Amou nt of tim e that the o ld est call h as b een w aiti n ...

  • AT&T 555-230-520 - page 58

    Is sue 4 Sep tember 19 95 4-1 4 Basic Call V ectoring Intro d ucti on Ba sic C all Vec torin g allows you to ‘‘p rogram’’ th e type o f t reat me nt a te l ephone call receives. Yo u can prog ram accord ing ly b y using a s et o f vector commands. Vector c o m ma nds can direct calls to various dest inat ions, su c h a s a d juncts and spli ...

  • AT&T 555-230-520 - page 59

    Ba sic C all Vect oring 4-2 Issue 4 Septem b er 1995 Command Se t The fo l lowin g t a b le illustrat es the c o m ma nds used for Basic Call Vectorin g . Funct ions and Example s Ba sic C all Vect oring allows t he user to emp l oy a numb e r o f d if ferent fu ncti ons to process t elephone c alls. These f unct ions include the fol lowing: ■ Pr ...

  • AT&T 555-230-520 - page 60

    Functions a n d Exa m p les Issue 4 Septem b er 1995 4-3 The fo llowin g se ct i ons exp lain these functi on s. Provi ding Call Treatm ents In this guide, th e ter m treat ment i s us ed to i ndicate th e type of f eedb ack the caller recei ves if the caller is not imm e diately c onnecte d to an a gent, o r if the c all center is too b usy or not ...

  • AT&T 555-230-520 - page 61

    Ba sic C all Vect oring 4-4 Issue 4 Septem b er 1995 Delay Anno u ncem ent s Here is an examp l e o f a d elay annou ncemen t: Figure 4-1. Delay Anno uncem ent I f th e caller d oes a s sugg ested b u t e nds up wait in g an a p preci able a m ount of time without r e c eiving f urther f ee d back, he o r she m ay tire of w ait ing an d hang up. T ...

  • AT&T 555-230-520 - page 62

    Functions a n d Exa m p les Issue 4 Septem b er 1995 4-5 Informati on Anno unc emen ts Under cert ain circums tances, th e custom er m ay find it necessary to provide the caller with rec orded informat ion that , by its very cont ent , resolves a prob lem with such fi n ality t hat the caller f eels no need to follow up o n his or her call. S uch a ...

  • AT&T 555-230-520 - page 63

    Ba sic C all Vect oring 4-6 Issue 4 Septem b er 1995 processing sto ps , the c a l l is dropped. F e ed b ack also c o n tinues wh ile a c all is queued to a converse split, that is , any split route d t o b y a converse-on split c om man d, an d while da t a is be ing passed to a V o ice Resp onse Un it (V R U) (see th e " V oice R esponse S ...

  • AT&T 555-230-520 - page 64

    Functions a n d Exa m p les Issue 4 Septem b er 1995 4-7 alternat ive a udio o r mus ic s ource unt il it i s re plac ed by a sub sequent vector ste p regard less of the tim e sp ecified in th e wait-tim e step. B usy To ne A busy ton e and subseq uent t erminat ion of vecto r processing ar e pro duced v ia the b usy command. An exceptio n to t his ...

  • AT&T 555-230-520 - page 65

    Ba sic C all Vect oring 4-8 Issue 4 Septem b er 1995 The disco nnect comm a nd itself has a b uilt-in announcemen t op ti on. W e s aw a n example of t he comma n d when we were d iscussing i n fo rma t io n anno uncements earlier in this ch a p t er. Here’s the exam p l e a g ain: Figure 4 -8. Disconn ecting a Call This exampl e presents an idea ...

  • AT&T 555-230-520 - page 66

    Functions a n d Exa m p les Issue 4 Septem b er 1995 4-9 ■ Text t o s p eech c a pabilit ies. ■ Speech recogn i t ion. ■ Increased recorded announc e m ent c a p acit y . ■ Audio tex a p p lications. ■ In t eract ive V o ice Re s p onse (IV R ) a p p lica tion s. ■ Transaction proces s i ng app licat ion s. One of the advanta g es of V ...

  • AT&T 555-230-520 - page 67

    Ba sic C all Vect oring 4-10 Is s ue 4 Septemb er 19 95 For t his examp l e , le t’ s sup pose firs t that a c a ller would l ike to hear inf ormat ion concern ing car loans. Let’s also assume the call is queued to sp lit 1 ( Step 2) an d th at vector processing proc eeds to Step 6. In such a case, the c onverse-on split c om ma nd in this step ...

  • AT&T 555-230-520 - page 68

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-11 ■ Leaving re c orded m essages ■ Sendi n g c a lls to a v e c tor-programmed nu mbe r ( tha t re p resents an internal or external d e stina tion) ■ R outin g calls to a F e a ture A ccess Code that will a c t ivat e Service O bserving ■ Adjunct R outi n g The fo llowin g se ct i on ...

  • AT&T 555-230-520 - page 69

    Ba sic C all Vect oring 4-12 Is s ue 4 Septemb er 19 95 step 4 to check the b a c k up sp li ts. Al t hough calls a re queued i n Step 2 a t a top priority , a low prior ity is specified in s tep 1 s o t hat ca l ls in q ueue at all p riorit y levels are c ount ed . If there are 10 or fe wer ca lls in the m ain split , co ntrol is passed to St ep 2 ...

  • AT&T 555-230-520 - page 70

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-13 Leaving R ecorded Messages Ba sic C all Vec torin g allows th e c a ller to lea ve a mess a g e for th e c u stom er if th e agents at t he customer site are not avail ab le to take t elep hone c alls. This is do ne wi t h the help of the messagin g split co m mand . Let’s take a look at ...

  • AT&T 555-230-520 - page 71

    Ba sic C all Vect oring 4-14 Is s ue 4 Septemb er 19 95 here) usu ally cont ains an announcement t hat provides the c a l ler with the a p propriate apology a nd subs equent direct ives. If the c aller is su c cessfully connected to A UD I X, vector pr ocessing t erminate s , and a message m ay be le ft for th e s p ecifie d ma i lbox ( 2 000, in t ...

  • AT&T 555-230-520 - page 72

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-15 successfu l), it simp l y c o n nects the c aller to the sp lit so the caller may l e ave a mess a g e for the s p ecified ext ension. However, te rmin ation to the sp l it may turn ou t to be unsuccessful due to a factor that can not b e “ c hecked” by vector proces si ng. (For example ...

  • AT&T 555-230-520 - page 73

    Ba sic C all Vect oring 4-16 Is s ue 4 Septemb er 19 95 The fo l lowin g vectors illu strat e how i nterflow is used: Figure 4-13. Call Interflow In the first vect or, a branch is m ade to Step 8 f rom Ste p 2 i f the condi t ion in the lat ter step ( oldest cal l-w ai t i n s p l it 1 > 120 second s ) is t rue. If the condi t ion is fal se, a b ...

  • AT&T 555-230-520 - page 74

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-17 S ervice Observing vect ors allow users to o bserve c alls either from a remote location or a local station. A Service Observe but ton is not required. The use of a Service O bserving vector li m its users to listen-only or listen-t alk observing. The observer cannot tog gl e b etwe en the ...

  • AT&T 555-230-520 - page 75

    Ba sic C all Vect oring 4-18 Is s ue 4 Septemb er 19 95 In this vec tor the c al ler i s co nnected to a listen-onl y S e rvi c e O bserving F AC . Once connected, th e user must d ial t he extensio n num ber t o b e observed. T o observe in a l isten /talk m o d e, the observer would d ial a d i f fe re nt VDN. Branching / Pro gramming Ba sic C al ...

  • AT&T 555-230-520 - page 76

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 4-19 vector co mmands, each with o ne of t he f ollow ing condi t ions assi gned an d teste d : avai lable-agen t s , s taf f ed-age nts , calls - queued , o ld est call -waiti ng , or time-of -day . W h en A dvanced Vecto r Ro uting is enabled, ad dit ional co n d i t ions can be tested: rolli ...

  • AT&T 555-230-520 - page 77

    Ba sic C all Vect oring 4-20 Is s ue 4 Septemb er 19 95 The fo l lowin g vector ill ustrat es how vect or processing is stop ped via the stop comm and. Figure 4-17. S to pping V ector Pro cess ing If th e st o p command is reached, the q ueued caller will c o ntinue t o hear ringback. Also, if the stop comman d in Step 5 i s execute d, S tep 6 i s ...

  • AT&T 555-230-520 - page 78

    Issue 4 S e p t em ber 1995 5-1 5 Call Pr ompting Intro d ucti on Call Prom p t in g provide s flexibl e call handl ing based on i n fo rma t ion colle cted from a ca lling party. Th is i n form at ion c o m es in the form of d i aled digits originating fr o m a n i nt ernal or external t ouch-t one te leph one, or from an internal rotary t elep ho ...

  • AT&T 555-230-520 - page 79

    Call Prom p tin g 5-2 Issue 4 S ep tem ber 1995 Command Se t The fo l lowin g t a b le illustrat es the c o m ma nds used for Call Pro m p tin g : Tou ch-Tone Collectio n Req uirement s Before t he DE F I NITY s y s t e m can accept t h e to u ch-tone di g its ent ered b y a C all Prom p t i n g user, the swit c h must b e equip p ed wi th a “col ...

  • AT&T 555-230-520 - page 80

    Call Prom p tin g Digit E n try Issue 4 Septe m b er 1995 5-3 For e xi stin g systems that are a d d i n g a Call Pro m p tin g a p p licati on , the AT & T Account Tea m recommends the a p pr o priate number o f T T R s based on two f ac tors, as fol lows: ■ Account team input t o th e DOSS /A T T O M S configurat i on ■ Ap pl icat ion rev ...

  • AT&T 555-230-520 - page 81

    Call Prom p tin g 5-4 Issue 4 S ep tem ber 1995 Remo vi ng In cor rect D igit S tring s The custo mer can (and proba bl y should) i n clude an an n ouncemen t th at r eq uests the c a l ler to ent er d i gits. As an o p tio n, th e an nounce me nt can inst ruc t the c aller to ent er an asterisk (*) if he or she enters i n c orrect dat a . W hen th ...

  • AT&T 555-230-520 - page 82

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 5-5 or v e ctors chained t o i t, do no t cont ain ano ther co llect d i git s command, t he extr a d i g i ts are d isc arded. If the c al ler enters few er d i git s than the maxi mum num b er specif ied and d oes not c o m p l ete the entry with “ # ,” a Call Prom p t i n g timeout o c cu ...

  • AT&T 555-230-520 - page 83

    Call Prom p tin g 5-6 Issue 4 S ep tem ber 1995 These fu ncti ons are illustrat e d in the fol lowing se ctions . Treating Di gits as a Des tination Call Promp t in g allow s you to ro ute calls a c cording to the d igits c ollecte d fro m t he call er. Once the di gi ts are collected via th e collec t digits comm a nd , the route-t o dig i ts co m ...

  • AT&T 555-230-520 - page 84

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 5-7 a p p lies, a nd vector pro cess ing t erm i n ates. (Even if the d e stinat io n is busy, vector pr o cess ing t er min ates b e c ause coverage c al l processing t akes effe ct .) NO TE: From tim e t o ti me, al l of th e syst em ’s T T R s mi g ht be i n use. As a result , you should av ...

  • AT&T 555-230-520 - page 85

    Call Prom p tin g 5-8 Issue 4 S ep tem ber 1995 ■ The “?” rep resents a sin gle d igit . Any n umb er of them can be used a t a ny position in th e d i git strin g. Tables are en tered on th e Vec to r Ro u ting Table form. Each ta bl e ca n h av e u p to 100 entries. Se e D EF INI T Y Com municat i ons Sy ste m G eneric 3 Versio n 4 Imp l em ...

  • AT&T 555-230-520 - page 86

    Functions a n d Exa m p les Issue 4 Septe m b er 1995 5-9 The fo llowin g ve c t o r could be used to t est a g ainst numb er s in this t a b le. Figure 5-4. Testing for Digits In Vector Routing Table I f th e calle r en ters an account n umber t hat is listed in the V ec tor R outin g T ab le th e call i s r outed to vector 8. Likewise, if the cal ...

  • AT&T 555-230-520 - page 87

    Call Prom p tin g 5-10 Iss ue 4 September 1995 E n tries in Vect or R ou tin g Tabl e s c an also b e t este d agai nst the t elep hone number o f th e caller ( A NI). See " ANI an d I I-D igit s Routing " o n p age 7-1 for mo re information. Usin g Dig its to Select Opti ons Call Prom p t i n g allow s you to provide a men u o f opt ions ...

  • AT&T 555-230-520 - page 88

    Functions a n d Exa m p les Issue 4 S e ptem ber 1995 5-11 custo mer acco unt numb e r) b e f ore th e c a ller is co nnected to t he agent , t hus elimina tin g the need for the a g ent to ask for this inf ormat ion . The CA LLR-INFO b ut ton d i splays inf ormation in t he fol lowing format : where ■ x is a call ap pearance le t ter ( for ex a ...

  • AT&T 555-230-520 - page 89

    Call Prom p tin g 5-12 Iss ue 4 September 1995 sect ion (provided th e agen t is act ive on the c a l l o r the c all is still al ertin g). Also, t he agent can fl ip bet ween th e c ollected digits and the ICI by alternat ely pressing the C A LL R- IN F O and NO RM AL b utt ons. Passin g Di gits t o an Adj unct Call Promp tin g allows fo r the pas ...

  • AT&T 555-230-520 - page 90

    Functions a n d Exa m p les Issue 4 S e ptem ber 1995 5-13 Creating Se rvice Observi ng Vectors As m enti oned in Ch apter 4, Service O bserving vectors can b e co nstructe d to allow users to observe call s f rom a remote locat i on o r local s tat ion. W hen c o m b i n e d w it h Ca ll Prom p t i n g , Service O bserving vectors can r out e call ...

  • AT&T 555-230-520 - page 91

    Call Prom p tin g 5-14 Iss ue 4 September 1995 User-Enter ed FAC and Extensi on The fo l lowin g vector connects a user directl y to the S e rvi ce O bserving FAC an d extension based o n d igi ts c ollect e d by Ca ll Promp ting. Figure 5-9 . Service Ob serv ing Vector with User-Ent ered FAC and E xtension Prepro grammed FA C and Exten sion The fo ...

  • AT&T 555-230-520 - page 92

    Dial-Ahea d Digits Issue 4 S e ptem ber 1995 5-15 she d esires. These digits are avai labl e for use on l y b y s u b se quent collect d igits commands. T he d ig i ts are never used by ot he r vec tor c o mm ands th a t o p erate on d i g i ts (f or exa m ple, rou te-t o d i g it s, go t o. .. if d igit s, etc . ) until t hey are coll ected . In a ...

  • AT&T 555-230-520 - page 93

    Call Prom p tin g 5-16 Iss ue 4 September 1995 Figure 5-12. Dia l-Ahead Digits S t e p 2 in the f irst vector g ives the caller tw o op t ions, e a c h of which provide s di f f erent inf orm ati on. Th e c a ller i s p romp ted to e nte r eit her 1 o r 2, de pe nding on what in formation he or she wishes t o hear. O nce the c a l ler e nters a d i ...

  • AT&T 555-230-520 - page 94

    Dial-Ahea d Digits Issue 4 S e ptem ber 1995 5-17 vector or o f t ermin atin g the p hone call. I f the ca l ler sele c t s the forme r op tion (b y entering 9 ), th e call i s routed to the first vect or, a n d t he ent ire process is repeated. Note the t hird vector is sim i lar i n d esign to the second vec tor. The maj or difference is the in f ...

  • AT&T 555-230-520 - page 95

    Call Prom p tin g 5-18 Iss ue 4 September 1995 NO TE: W hen the T T R is disco nnected d ue to a route-t o nu mb er, rout e-to d i git s, converse-on or a n adjunct rout in g step , all d ial-ah ead d igits will b e d iscarded. T hi s m eans th at followin g a fail ed route-to, converse or adjunct routi ng st ep , a subseq uent c ollect d i gits st ...

  • AT&T 555-230-520 - page 96

    A S AI - P r ovi d e d Di al-A head D igi ts Issue 4 S e ptem ber 1995 5-19 ASAI-P rovi ded Di al- Ahead Digits The A S A I - p rovided di g its fea ture all ows an a d junct to incl ude d igit s in a R oute Sel e c t c a p a b i lit y. These d i git s are treat e d as d i al-ahead d i g its for th e c all. Dial- ahead di g its are s tored i n a di ...

  • AT&T 555-230-520 - page 97

    Issue 4 Septe m b er 1995 6-1 6 Ad vance d Vecto r Rou ting Intro d ucti on Advanced Vect o r Ro ut ing adds signi f icantly to th e condit iona l routing ca pabilit ies of Basic C a l l Vect oring . Specifical ly, it a d d s th e follo wing condit ions for routi n g ca l ls. ■ Expe cted W a i t T i me (expect ed -wait) ■ R olling Average Sp ee ...

  • AT&T 555-230-520 - page 98

    Advanced Vecto r Rou ting 6-2 Is sue 4 Se ptemb er 1995 Expect ed Wai t Time (EWT) E WT R outi ng allow s you to make routing d ecisions b ased on the ti me t h at a cal ler can expect t o wait in queue . This wait t ime can be pr e dicted for a split o r for a call. W hen p r edicted for a split , the wait tim e indicates th e a mo unt of tim e th ...

  • AT&T 555-230-520 - page 99

    Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-3 E W T is infinit e if: ■ There are no lo g g ed-in ag en ts ■ Al l logg ed-in age n ts are i n AU X work mo d e ■ The split queue is f ul l ■ There is no s p lit q ueue a n d all a gent s are busy ■ The split queue is locked EWT for a C all E W T for a call is t he re maining ...

  • AT&T 555-230-520 - page 100

    Advanced Vecto r Rou ting 6-4 Is sue 4 Se ptemb er 1995 T he V RU can also announ ce e xp e c te d wait time to a caller periodically throu ghout the t i me t hat a call is in q ueue. In t his way, the ca l ler can ob serve hi s or her p r ogress up the qu eu e. However, this a p proach shoul d b e used wi th caut ion. Circumstances such as a reduc ...

  • AT&T 555-230-520 - page 101

    Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-5 T o prevent inaccurate pre dict ions when th ere i s no historical informati on, admi n is ter t h e “ Expect e d C all H a ndling T i m e” f iel d o n th e Hunt Group form. T h e value i n this fi eld is then used in p lace of t he miss in g hist orical da t a. If the value of this ...

  • AT&T 555-230-520 - page 102

    Advanced Vecto r Rou ting 6-6 Is sue 4 Se ptemb er 1995 Figure 6-3. EWT Routing and Passing VRU Wait Calls with more than 10 m inut es to wait fail ste p 1 an d are d isconnecte d a fter a n announc ement asking t h em to call back l ater. If the expecte d w a it t ime i s less than 10 minut es ste p one routes the c a l l to step 3 where i t is q ...

  • AT&T 555-230-520 - page 103

    Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-7 Figure 6 - 4. Notifyin g Callers of W ait-Tim e Withou t a VRU In S t e p 1 the c all is q ueue d to split 3 a t high p riority. If the c a l ls fails to g et a queue sl ot i n s pl i t 3, if split 3 ha s no working agents, or if the wait t i me in sp lit 3 at hi gh p r iority exceeds 1 ...

  • AT&T 555-230-520 - page 104

    Advanced Vecto r Rou ting 6-8 Is sue 4 Se ptemb er 1995 No tice also that ve c t o r 202 can b e used fo r any app l icat ion requiring t hat the caller be n ot i fie d of t hei r re mai ning time i n q ueue. Exa mple 3 — Usi ng EWT t o Rout e to the Best S plit W i th E W T , you may wish t o c h ange your normal q ueui n g strat egy of q ueuing ...

  • AT&T 555-230-520 - page 105

    Expe cted W ait Ti m e ( E W T) Issue 4 Se p t em ber 1995 6-9 Factors that Effect the Value o f EW T Factors th at Caus e EW T for a Split Priority Lev el to Increase M os t comm on : ■ Nu mber of c al ls i n q ueue increa s es ■ Agents l ogout ■ Agents go on b reak ( A U X work m o de) ■ Agents are m oved to a not her split ■ Agents wit ...

  • AT&T 555-230-520 - page 106

    Advanced Vecto r Rou ting 6-10 Issue 4 Se p t em ber 1995 Rolling A verage S peed of Answe r ( A SA ) R o llin g A S A Rout i n g allows you to make rout i n g d ecisions based on th e current average time that it takes for a call to be answered in a split o r V DN. In this way, a v e ctor can route a call to t h e V DN or sp lit where it is like l ...

  • AT&T 555-230-520 - page 107

    R o lling Average S peed of A nswer (ASA) Issue 4 Sep temb e r 1995 6-11 Roll in g ASA VDN Calcu l ation The rolli n g A S A for a V DN is the a vera g e ti me it takes for a c all to b e answ ered from the t ime it starts p ro cessing wi t hin th e sp ecifi ed VDN u n til it is a nswered. It includes any t ime sp ent i n vector processing includin ...

  • AT&T 555-230-520 - page 108

    Advanced Vecto r Rou ting 6-12 Issue 4 Se p t em ber 1995 Figure 6-6. Rolling ASA Routing S t ep 1 queues th e call to the mai n s p li t . If the m ain s p l it is currently answer ing calls w it h in t he targe t ti me o f 3 0 seconds S te p 2 bypas ses all of the b ackup s p l i ts and goe s directl y to th e announce men t i n Step 6. T he assu ...

  • AT&T 555-230-520 - page 109

    V DN Call s Issue 4 Sep temb e r 1995 6-13 As wi th other Ad vanced V ec tor R out in g condi t ionals, the V DN for a goto step c an be specif ied i n three ways: a VD N numb er, the value “ late st,” o r the value “act ive.” Th e f ollowing s e ction d escribes which ca lls are in clude d i n t he V DN C all s c o unts and wh ich are no t ...

  • AT&T 555-230-520 - page 110

    Issue 4 Septe m b er 1995 7-1 7 ANI and II-Digits Routing Intro d ucti on ANI and i i- d i g its allo w you to make vec t o r routi n g d ecisions b a se d on the caller ide nt ity and t he type o f the originating l ine . Command Se t ANI and i i- d i g its are b o t h use d for condi t ional br a nching wit h the go t o st e p . The followin g t ...

  • AT&T 555-230-520 - page 111

    ANI and II-Digi ts R outing 7-2 Is sue 4 Se ptemb er 1995 ANI ( A u toma tic Number Id enti f i cati on) is b a sed on the Call i n g P arty Number (CPN). It is not alw a ys i d enti cal to the B i lling Numbe r. For examp le , i f the call is pla ced by a us er fr om a Private B ranch Exchange ( PB X) , th e CPN can be e i t her th e P B X b il li ...

  • AT&T 555-230-520 - page 112

    AN I R o uti n g Issue 4 Se p t em ber 1995 7-3 Figure 7-1. ANI Rout ing Example In S te p 2 c a lls that d o not have ANI associate d with them are ro uted to an opera tor. S te p 3 route s calls fr om a s pecific phone to a specifi ed ext ension. S te p 4 r o utes local c alls (those with 7 or f ewer digi ts) to a d i f f erent ve ctor. S t eps 5 ...

  • AT&T 555-230-520 - page 113

    ANI and II-Digi ts R outing 7-4 Is sue 4 Se ptemb er 1995 Figure 7-2. Vector Routin g Table for ANI Routing The fo l lowin g vector could be used to route these California area code ca ll s t o a separate v ector. Figure 7-3. Testin g for ANI In Vector Routing Tab l e In thi s exam ple, if no A NI is availa ble for th e call, it is rout ed to an o ...

  • AT&T 555-230-520 - page 114

    I I-Dig its R outin g Issue 4 Se p t em ber 1995 7-5 II-Dig i ts Rout i ng I I-digi ts routi n g allows you to make routi n g d ecision based on the typ e of the originating l ine . In t his way, calls fr om p ay p h ones, c e l lular p h o nes, or motel phones fo r ex am ple can receive unique routin g. See " II-Dig it s Rout in g E xamp le&q ...

  • AT&T 555-230-520 - page 115

    ANI and II-Digi ts R outing 7-6 Is sue 4 Se ptemb er 1995 ■ If the tra nsfer i s co m p let e d af ter th e c a ll reaches the i i -dig its condi t ional, t h e i i-digi ts value of the termina l exe cutin g the t ransf er is used. Under normal circum stan ces, t h ere will be no ii-digits fo r a ter m inal executing a transfer. T o ensure that t ...

  • AT&T 555-230-520 - page 116

    I I-Dig its R outin g Issue 4 Se p t em ber 1995 7-7 II-Dig its Ro uting E xample The fo llowin g example dem onst rates b r a nching c alls with d ifferent ii-digit s to di f f erent V DN s. The VDN override is set to “yes” on t he called V DN. I n this way, th e V D N n a m e or VDN o f O ri g i n A nnoun ce m ent can b e used to convey to th ...

  • AT&T 555-230-520 - page 117

    ANI and II-Digi ts R outing 7-8 Is sue 4 Se ptemb er 1995 Figure 7-4. II-Digits Rou ting Ex ampl e In this vec tor, ste p 1 ro ute s calls wi th n o a ss o ciated ii-digits t o extension 1232. S teps 2 through 8 route calls w i th differ ent ii-digit s t o dif f erent ext ensions. 1. goto step 9 if ii-digits = n one 2. goto step 10 if ii-digits = 0 ...

  • AT&T 555-230-520 - page 118

    Issue 4 S e pt em ber 1995 8-1 8 Look-Ahead Interflow Intro d ucti on Look-A head In te r fl o w e n hances Cal l V e ctoring for c all c ente rs with multip le AC D locations. Look-Ah ead I nterf low allows these cent ers t o a chieve o ptimal call- handling cap a b ilit y a n d a ge n t produc t ivity by int elli gently r o ut ing calls a mon g c ...

  • AT&T 555-230-520 - page 119

    Look-A head Inter flo w 8-2 Issue 4 Se p t em ber 1995 will b e d i sconnecte d. This c omm a n d wi t h coverage y sho uld only be used for th ose cases when an unconditio nal i n t erflo w is wante d (wit h Look- Ahead I nterflow a c t ive) an d the term inat i n g switc h is set u p accord ingly. Funct ions and Example s W hen a Look-A head In t ...

  • AT&T 555-230-520 - page 120

    Functions a n d Exa m p les Issue 4 Septem b er 1995 8-3 T wo Swit ch Co nfigu r ati on Look-A head Inter flow is enabled through the use of call vect ors and the ir associated co mm ands. F or a two swit c h confi g uration, these ve ctors are incl uded in b o t h t h e s e nding s witch, which processes vector ou t f low, and t he receiving sw it ...

  • AT&T 555-230-520 - page 121

    Look-A head Inter flo w 8-4 Issue 4 Se p t em ber 1995 Here’s an exam p le of an outflo w ve c tor tha t mig h t b e includ e d i n a sending switch: Figure 8-2. Send ing Switch Outflow Vector If sp l it 3 has st affe d a g e nts, an d if there are 30 or f ewer calls qu eued to the sp lit , S t ep 3 queues th e call to the split’s queue at a m ...

  • AT&T 555-230-520 - page 122

    Functions a n d Exa m p les Issue 4 Septem b er 1995 8-5 ■ Nu mber of calls i n spli t’s q ueue ■ Average Speed of Answer ■ Active V D N Calls ■ Expe cted W a i t T i me ■ ANI ■ I I-Digi ts Once inf l ow checking i s complete , a ccep tance o f the L oo k-A head Int erflo w c all is ac co mplished by executing any of the v ector c o m ...

  • AT&T 555-230-520 - page 123

    Look-A head Inter flo w 8-6 Issue 4 Se p t em ber 1995 Tabl e 8- 1 . Call Acc eptanc e Vector Co mmands Call Acceptance Vector Comm and Qu a lification announc em ent ■ Announcement available ■ Queued for a nnouncemen t ■ R etrying announcement check - b ackup split ■ Call t erminat es t o a gent ■ Call q ueued to s p l i t collect d igit ...

  • AT&T 555-230-520 - page 124

    Functions a n d Exa m p les Issue 4 Septem b er 1995 8-7 I f th e receiv ing switch d ecide s it is u nable to accept t he L oo k - A h e ad I n t e r f low call, call d enial is accomp l ished by executing ei t her o f the vector com mand s liste d in th e follo wing ta ble. One recommendati on: use busy instea d of disco nnect to allow for co m p ...

  • AT&T 555-230-520 - page 125

    Look-A head Inter flo w 8-8 Issue 4 Se p t em ber 1995 Tabl e 8-3. N eutral Vector Command s Neutral Vector Comm and Qu a lification adjunct rout in g ■ Always announc em ent ■ Announcemen t unavai lable check - b ackup split ■ Call ne ither t erminat es nor q u eue s NOTE: This occurs only if the c omm a n d fails d ue either to a full s p l ...

  • AT&T 555-230-520 - page 126

    Functions a n d Exa m p les Issue 4 Septem b er 1995 8-9 The fo llowing is an example of a n inflow vector tha t mi g ht b e used by a receivin g switch: Figure 8-3. Receiving Switch Inflo w Vector S t ep 1 of this in flow vecto r checks th e infl ow t hresholds. T h e g ot o step command in S tep 1 ch ec k s th e n um ber o f queued c alls i n spl ...

  • AT&T 555-230-520 - page 127

    Look-A head Inter flo w 8-10 Iss ue 4 Se ptember 1995 Figure 8 -4. LAI Us ing a Tan dem Sw i tch Sending Swi tch Operatio n The sending switch is unaw are that i t s Look-Ah ead I nterflow call is b eing tand e m e d t o an alternate switc h . T he o perati on of the sen ding s w i tch i n the ta ndem switch c onfig urat ion is the same as that in ...

  • AT&T 555-230-520 - page 128

    Functions a n d Exa m p les Issue 4 Sep te m b er 1995 8-11 S tep 1 of this vector checks the inflow t hreshold . I f the in f low crit eria are accept a ble, the vector f low drop s to S te p 2 , where the queue- to m ain s p li t comma nd provides ac cept ance to the sending swit ch . T h ereaft er, Ste ps 3 throug h 5 provide a ty p ical q ueuin ...

  • AT&T 555-230-520 - page 129

    Look-A head Inter flo w 8-12 Iss ue 4 Se ptember 1995 ■ Call routes to a V D N ■ DNIS n am e f ield is no t blank The t y p e of DNIS i n fo rm at ion that is disp layed d e pends u po n a n um be r of di ff erent scenari os. This inf ormation i s presente d i n the following t a ble: NO TE: V D Ns tha t map to vect ors that p lace Look-A head ...

  • AT&T 555-230-520 - page 130

    Functions a n d Exa m p les Issue 4 Sep te m b er 1995 8-13 Loo k -Ah e ad In t e rflo w w ith AT & T Netw ork Alternat e Destin ation Red irection ( ADR) Call V e c t o ri n g a n d Look-A hea d Interfl ow are com patible wi th and suppl e me n t the A T & T network services Alt ern ate Dest inat ion R e d i re c t ion ( AD R) rerou ting f ...

  • AT&T 555-230-520 - page 131

    Look-A head Inter flo w 8-14 Iss ue 4 Se ptember 1995 4. If t he ol d est call w ait ing tim e i s less than 60 seconds , s te p 4 accept s th e call and q ueues it. AD R then connects the c a l l t hrough t o t he receiving P BX / ACD. 5. S teps 5-7 provide ringb a ck, announ ce ment, and music to the c aller. I f th e vecto r at locat ion A reje ...

  • AT&T 555-230-520 - page 132

    Is sue 4 Sep tember 19 95 9-1 9 Adju nct Routin g Intro d ucti on Adjunct R outi n g all ows an associated a djunct to m ake a ca ll routin g d e c ision when it en count ers an a djunct rout in g vector co mmand d uring vect or proces si ng. An a djunct i s any p rocess or co nnected t o a swit c h t hat c an use AS A I features. The a d j unct m ...

  • AT&T 555-230-520 - page 133

    Adjunct R outin g 9-2 Issue 4 Septem b er 1995 extensi on, or a parti cular age nt . A n a djunct can also provide p riorit y ringing and priority queuing . Se ndi ng t he Cal l Route Req ue st Here’s an exam ple of a sim ple vector th at uses a d j unct routi n g: Figure 9-1 . A dju nct Routing Vector In th is v e ctor, 1111 is the extension num ...

  • AT&T 555-230-520 - page 134

    Functions a n d Exa m p les Issue 4 Septem b er 1995 9-3 I f the call is q ueued, the a djunct rout in g step is ig nored, and vector p rocessing cont inues at the next vector s tep. NO TE: For reason s that we discuss la ter i n this chapt er , you sho uld always in c lude a wait-ti me st e p, announcement or anot her adjunct rout ing step ( G3 V ...

  • AT&T 555-230-520 - page 135

    Adjunct R outin g 9-4 Issue 4 Septem b er 1995 The fo l lowin g vectors can be used to i llustrate t he processes just describ ed. Figure 9-2. S kip ping /Non-Sk ipping of Treatment Com man ds with ASA I Link Dow n Because we are assum in g the a d junct link is d own, the a djunct routi ng comm and i n S te p 1 fa i ls . Becaus e th e wa it-t ime ...

  • AT&T 555-230-520 - page 136

    Functions a n d Exa m p les Issue 4 Septem b er 1995 9-5 cont rol is s e nt to S t e p 10, where the route-t o nu mb er com ma n d sends the call to vector 6 0, which allows t he c aller to l eave a rec orded m es sage . The f irst step of vector 60 contai ns an annou ncemen t comman d, which i s n ot skippe d, since t he treatm ent st e p is no t ...

  • AT&T 555-230-520 - page 137

    Adjunct R outin g 9-6 Issue 4 Septem b er 1995 Accordi ngly, you should alm ost always inclu de eit her a wait-time st ep or an announc em ent ste p im m e d iat ely after an adjunct routi ng ste p. Moreover, the switch cancels the route request if vector processing encou n ter s a s tep cont aini n g one of the fol lowing co mman ds: ■ adjunct r ...

  • AT&T 555-230-520 - page 138

    Functions a n d Exa m p les Issue 4 Septem b er 1995 9-7 ju dge ment shoul d be used in de t er min ing which o f the t re atm ent c o m m an d s is best for the p art icu lar a p p l icat ion. Final ly, not e that t he a d j unct can also d ecide t o no t r o ute a c a l l b y rejecti ng (t hat is, n e g ati vely acknowledgi n g) the rout e r e q ...

  • AT&T 555-230-520 - page 139

    Adjunct R outin g 9-8 Issue 4 Septem b er 1995 NO TE: The o p erati o n d escribed in t h e pr ev i ous paragraph is si mila r to th at for the route-to wit h coverage comman d. Multip le Outst a nding Rou te Requests This fea ture all ows multi p le AS AI R out e R e quests for the same cal l to be a c t ive at the same time (simultaneou sly). T h ...

  • AT&T 555-230-520 - page 140

    Mul t iple Outs tanding R oute R e quests Issue 4 Septem b er 1995 9-9 User Scenarios Figure 9 -5 shows a t ypical vector where multi ple a djunct ro ute re q u ests to mul tiple l inks will b e active a t the same time . T h e f irst ad j unct to route the call is the a c tive a d j unct (tha t is , it specif ie s w h ich V DN the c a l l sho uld ...

  • AT&T 555-230-520 - page 141

    Issue 4 Sep temb er 1995 10 -1 10 Expert Agent Selection Intro d ucti on Expert A g ent Select ion (E AS ) a llows Call Center m anag ers to provide th e best possibl e te lephone service to the c a l ler b y ma t ching the needs o f th e caller w it h the skills or tal ents of the agents . Calle r needs and agent sk i lls a re mat ched via Call V ...

  • AT&T 555-230-520 - page 142

    Expert Ag ent Select ion 10 -2 I s sue 4 Se p te m b er 1 99 5 Logical Agent i m p lie s that voice t ermi nals are no lo nger preassign ed to h unt groups ; only when t he a gent l ogs in does th e t ermi nal b e c ome associated wi th all of the s kill hunt g roups assigne d to the Ag ent L o g in ID. W ith E AS optioned and enabled, ACD calls ca ...

  • AT&T 555-230-520 - page 143

    I d ent ifyi n g Calle r Needs Issue 4 Sep tem b er 1995 10-3 who speak Sp anish o r E n g l ish. The calle rs in th is case e it her need to plan a vacat ion route or have car troubl e and are calling for assist ance. Note i n ea ch c ase that the c a p abil ity needed i s s u ch tha t i t can accom mod ate the c a ller need. L e t’s examine the ...

  • AT&T 555-230-520 - page 144

    Expert Ag ent Select ion 10 -4 I s sue 4 Se p te m b er 1 99 5 DNIS /ISD N C alled Party R ecall from Chap te r 3 tha t a s e t of DNIS d i g i t s can be int er p rete d as a VD N. T h e following t able presents four services and t heir corresponding telep hone nu m ber (inclu ding DN I S digi ts) t hat mi g ht b e p rovided to t h e ca ller. NO ...

  • AT&T 555-230-520 - page 145

    Functions a n d Exa m p les Issue 4 Sep tem b er 1995 10-5 In this exam p le, the call er i s requested to dia l the a p propriate nu mber bet ween ‘‘1’ ’ an d ‘‘4 (cuat ro),’ ’ inclusive. Host Data base Lookup A host da tabase loo k up uses DNIS an d ANI (c alling part y’s num b er) to d et ermine what skill s are required or eve ...

  • AT&T 555-230-520 - page 146

    Expert Ag ent Select ion 10 -6 I s sue 4 Se p te m b er 1 99 5 Spanish callers as w ell as from c a llers who sp eak anoth er la nguage (proba bly English). Skill s for an a p p licati on can be i l lustrate d vi a a t a ble. T h e fol lowing ta bl e presents a very a b b reviat ed exam ple of such a skill d i str i b utio n for an auto c l u b . W ...

  • AT&T 555-230-520 - page 147

    Functions a n d Exa m p les Issue 4 Sep tem b er 1995 10-7 calls e it her af t er p u t tin g a c all on hold, o r when a c t ive on anothe r ACD c all. Forced Mul ti ple Call Hand ling c an b e used to g ive p riorit y to an ACD call over an in-prog ress non-ACD ca ll, or to g ive priority to a call fro m on e skill over an in- progr e s s call fr ...

  • AT&T 555-230-520 - page 148

    Expert Ag ent Select ion 10 -8 I s sue 4 Se p te m b er 1 99 5 It is r ec o mmend e d th at the 1st sk ill a d ministered to a VDN b e t he skill required or desired to serv ice a ca ll t o t hat V DN . The 2 n d a n d 3 rd skills a dm in istered to a V DN should re present o ther skills that are allowed to han dle call s to tha t V DN. All skills ...

  • AT&T 555-230-520 - page 149

    Functions a n d Exa m p les Issue 4 Sep tem b er 1995 10-9 Now, let ’s take a look a t the f ollo wing tab le, which illustrat es the skill p referen ces assigned for one specific V DN (333 3) that is used fo r the auto club: In this ta b le, note th at the first VD N skill P re ferenc e co rresp o n d s to a knowled g e area that could be co nsi ...

  • AT&T 555-230-520 - page 150

    Expert Ag ent Select ion 10 -10 I ssue 4 Sep tem b er 1995 en ters the sw itch and is d irected to V DN 33 33 , which p oint s to the a p propr ia t e vector . As il lus tra ted earli er, VD N skill P ref erences 3 3, 44, an d 99 are admin is tered a s t he 1 s t, 2nd, and 3rd skill p referen ces, respect ively, for VD N 3333. W e w ill hold of f e ...

  • AT&T 555-230-520 - page 151

    Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-11 Call Vect or Form Completio n o f the Call V e c t or form is required for using vect ors wi th E A S . The form cont ains three p ages. However, if your vector cont ains 11 or fewer instru ct i ons, you n eed pop ulate only the fir s t p a g e of the form. Pag e 1 of t he Call Vector Fo ...

  • AT&T 555-230-520 - page 152

    Expert Ag ent Select ion 10 -12 I ssue 4 Sep tem b er 1995 hunt g roup t hat the a gent is logg ed in t o . I f you wish t o use a se parate s ki ll as a direct agen t s ki l l , y ou m us t ensure that this skill is the f irst skill ad minist ered for al l agent s who re ceive direct agent calls. T he fol lowin g t a b le illu strates the a ssig n ...

  • AT&T 555-230-520 - page 153

    Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-13 Deliv e ring th e Call to the Sk ill Qu eu e Now that we h ave def ined a n d i llust rated V DN sk i lls an d agent sk i lls, we are ready to d iscuss (with the help of an examp l e ) how a call i s del ivered to a sk ill hunt g roup q u eue via ve c tor proces s i ng. The s ki lls as s ...

  • AT&T 555-230-520 - page 154

    Expert Ag ent Select ion 10 -14 I ssue 4 Sep tem b er 1995 announc em ent p rovided in Ve ctor 2 is in S panish, whereas the anno uncemen t i n Vector 3, which is execute d i n our examp l e , is in E n g l ish. Note al so that eac h of the q ueue-to m ain skill commands i n V ector 2 queue s the call a t a hig h priority, whereas only one of t he ...

  • AT&T 555-230-520 - page 155

    Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-15 Once the caller d i als ‘‘555-5 555,’’ the ca l l enters th e switc h a n d i s d i re cted to V D N 5555, which p o ints to o ur Call Promp ting vect or. At t his p o i nt, v e c tor proces si ng be g ins. S t e p 1 provides ring back if the ca ller has to queue fo r th e annou ...

  • AT&T 555-230-520 - page 156

    Expert Ag ent Select ion 10 -16 I ssue 4 Sep tem b er 1995 T o illustrate this, let’s fi rst mo d ify a n d e x p a n d on the Aut o Club Skil l Table (Tab le 10-4) present e d earli er in t his chapter: Bes ides a new skill nu mb ering scheme , our mo d ifie d s kill ta ble has four levels inst ead of the t hree levels provide d i n Ta bl e 10-4 ...

  • AT&T 555-230-520 - page 157

    Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-17 Now we are ready to co nsider t he f ollow ing vect or, which is a v ar iat i on o f one presente d earl ier in this chap t e r : Figure 1 0 -7. Modified Vector to Accommo date a Super Agen t Pool Let’s assume an En glish-speakin g caller nee ds informa ti on on ‘‘R o ute Planni ng ...

  • AT&T 555-230-520 - page 158

    Expert Ag ent Select ion 10 -18 I ssue 4 Sep tem b er 1995 agents > 0 ) t o th e super ag en t p ool (S uperg roup-99) . If the ca ll is queued, an d i f an agent in th e super agen t p ool is ava ilable, t his agent answers the call. NO TE: I f t he call has already queued to a ll three VDN skill hunt group p references, it will not q ueue to t ...

  • AT&T 555-230-520 - page 159

    Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-19 illust rat e d in the follo wing table (whi c h a lso p rovides the skill an d priority level associated wi th each call) : Given this scenario, the foll owing table indicates and expl ains the o rd er in which Jill would handle the five ca lls: If no c a lls are wait in g w hen a n a ge ...

  • AT&T 555-230-520 - page 160

    Expert Ag ent Select ion 10 -20 I ssue 4 Sep tem b er 1995 The fo l lowin g t a ble il lu s trates a ca l l scen ario tha t is vali d fo r e ither U CD or E AD: Tabl e 10-12. Examp l e of UCD/EAD Call Scenario Time Event Skills 9: 00 Jill logs in 22 P , 13P , 4 7S 9: 01 Jill available 22 P , 13P , 47S 9:02 Ja c k l og s in 22P , 47P 9:03 J a c k av ...

  • AT&T 555-230-520 - page 161

    Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-21 Given t his sce nario, t he followin g t a b le illustrates ho w Calls A, B, and C are distributed via UCD a nd E AD: Tabl e 10-13. E xam p l e of Call Distr ibution via UCD /EA D Ti me UC D or EAD? Res ult Reason 9: 04 UCD Jill r eceives Ca ll A. Jill is the most i dle a gent for s kill ...

  • AT&T 555-230-520 - page 162

    Expert Ag ent Select ion 10 -22 I ssue 4 Sep tem b er 1995 ACD Login ID Dialin g The A C D Lo gin IDs used in E A S ar e e xt ension numb e rs incl uded in a s t a t i o n numbering plan but n ot adm inist ered as stati ons. These IDs are a d minist ered by using the A gent Login ID fo rm, which a ppears as f ollow s : Figure 10-8. A gent Login ID ...

  • AT&T 555-230-520 - page 163

    Functions a n d Exa m p les Issue 4 S ep t e m ber 1995 10-23 ■ Upon hearing t he d ial tone, enterin g the login F e ature Ac cess Code (F AC) or s electing the Login Ab b reviat e d Diali n g ( AD ) b u tton ■ Upon he ar ing t he d ial t one, enterin g the 1- to 5-digit Login ID NO TE: I f s omeon e i s alr e ady logged i n a t th a t te rm i ...

  • AT&T 555-230-520 - page 164

    Expert Ag ent Select ion 10 -24 I ssue 4 Sep tem b er 1995 In ward Diali n g (DID) or an 800 num b er. B oth the re ceiving agent’s Login ID C OR and the origi nator’s (cal ler’s) COR m ust have ‘‘Di rec t A gent Callin g ’ ’ set to ‘‘y. ’’ The c aller’s CO R is for the followi n g : — V o ic e t erm inal e xtension (fo r ...

  • AT&T 555-230-520 - page 165

    In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-25 V o ic e t erm inals are fully f unctio nal if an agen t is not l ogg e d in. The re st rict ions, coverage, and n a me revert to the vo ice ter m inal a d mi nistrat ion when the agent l o gs out . I f a num b er of users are sharing o ne voice term inal (due to job sharing or shif ...

  • AT&T 555-230-520 - page 166

    Expert Ag ent Select ion 10 -26 I ssue 4 Sep tem b er 1995 Age nt Wor k Mo des W ith E AS optioned, a n ag ent can b e i n only a si ngle work mo d e for all skills at any one tim e (for exam ple, an agent cannot be i n A UX work mode in one skill hunt g roup an d a lso avai lable in a nother skill hunt group). A lso, if t he Aft er Call W ork ( AC ...

  • AT&T 555-230-520 - page 167

    In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-27 Aut om atic Ans werin g with Zi p Tone This f eat ure ca n b e ad mini s t ered only for a p hysical extension. The feat ure i s not associated wi th a LoginID . Basic C MS The B asic C MS user interf ace rem ains t he same when E A S is opt ione d . The onl y change i s th at the la ...

  • AT&T 555-230-520 - page 168

    Expert Ag ent Select ion 10 -28 I ssue 4 Sep tem b er 1995 In some cases, the p er son un -parking the call may a lso be able to d ial t he A ns we r - Back F AC an d t h e logica l agent extension of the ag ent w ho parked the call. This op erati on is possible if th e C lass of R estric tion (COR ) of bo th th e a gent parking the call and the te ...

  • AT&T 555-230-520 - page 169

    In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-29 an alph anum eric disp lay and an inspect butt on . When the inspect butto n is pressed d uring a call t o o r from th e E AS age nt, the p h ysi cal terminal name of the agent is displayed. Calls to th e p hysical ext ension sh ow the physical extension’s nu m be r and name on the ...

  • AT&T 555-230-520 - page 170

    Expert Ag ent Select ion 10 -30 I ssue 4 Sep tem b er 1995 Comm ands for OCM P redict ive C alls The Call V e c t o rin g c o m m ands in dicate d in the f ollo wing table are avail a b l e for processing OCM P redic tive Call s. The custo mer must design v e ctors intended for p ro cess in g p r edict ive calls in such a ma nner tha t the vect ors ...

  • AT&T 555-230-520 - page 171

    In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-31 Remo te Ser vice O bservin g R emot e access t o the S ervice O b serving (S O) F A Cs can be provided via the R em ote Access fea t ure or t hrough S erv ice Observing vectors. S e e " Serv ic e O bs er ving " on page 4-16 a n d " Creat ing S ervice Observing Ve ctors ...

  • AT&T 555-230-520 - page 172

    Expert Ag ent Select ion 10 -32 I ssue 4 Sep tem b er 1995 ■ Direct Ag ent t hird-p arty make c a l ls ( A C D calls termina te d to a sel ected mem b er of an ACD skill group) may be reques te d by including a Direct Agent op t ion, an a gent ’s p hysical exte nsion a n d a skill group ex t ensio n (compatibil i ty mode) , or by re q uesti n g ...

  • AT&T 555-230-520 - page 173

    In t eract ions Invo lving EA S Issue 4 S ep t e m ber 1995 10-33 Mu lt i ple Mo ni t ors Mul t iple M oni tors provides the ab ilit y fo r up to three AS A I a p p lica tion s to mo nit or th e same ACD Split or V DN dom ain. This is not o nly hel p ful in environment s were ICM is pri mary, i t c an also be used to a dd an O CM app licat ion to l ...

  • AT&T 555-230-520 - page 174

    Expert Ag ent Select ion 10 -34 I ssue 4 Sep tem b er 1995 ■ Adjunct-con trolle d E AS A g e n ts can b e a dm inistered w ith only one skill. Accordi ngly, E AS ag ents m ay not mix adju nct-co ntrol led and non-adjunct - controlled skills. AUDIX Calls to t he E A S A gent Logi n ID can cover to AUDI X . Each a g ent must ent er his or her Ag e ...

  • AT&T 555-230-520 - page 175

    E A S Agent Logi nID T ab le Issue 4 S ep t e m ber 1995 10-35 EAS Agent Log i nID Tabl e The fo llowin g t a b le i n d icates which DEFI N I TY f e a tures can be admi nistere d with an E AS Agent logi nID. Table 10- 15. E AS Lo ginID Table Feat ure Administered Lo ginID? Abbrevi ated Di aling Button s 7 103A Y e s E nhanc e d Y es Group Y es P e ...

  • AT&T 555-230-520 - page 176

    Expert Ag ent Select ion 10 -36 I ssue 4 Sep tem b er 1995 Secon dary E xtension No Code- Ca lling Y es Comm u nicati on Link Form Co mmunicat ion Link Di g its No Console Param eters CA S-backup ex t No IA S At t Ac c ess Code No Coverage Gr ou ps Answer Group Memb er No Path Y es Measur ed Prin cipal s Coverage M easuremen t No Feature-Rel ated P ...

  • AT&T 555-230-520 - page 177

    E A S Agent Logi nID T ab le Issue 4 S ep t e m ber 1995 10-37 ASA I link No AUDI X extension No Calls W arning ex tension No Memb er No Night Service No Su perv isor Y es T ime W arni n g exte nsion No I ntercom Group Me mbe r No Intra-switc h CD R Y es Listed Di rector y Number Memb er No Night Destin at io n Y es Mali cious Call Tr ace MC T Memb ...

  • AT&T 555-230-520 - page 178

    Expert Ag ent Select ion 10 -38 I ssue 4 Sep tem b er 1995 Upgrad i ng to a G3 EAS Environ ment For i nfo rm at ion a b out how to c re ate a Call Cent er that uses EA S see " Call Vect oring /G3 E AS O ption " on p a g e J -1 0. F or i nf ormation on converting a C a ll Center to E A S , refer to Ap p endix K. ...

  • AT&T 555-230-520 - page 179

    Issue 4 Sep temb er 1995 11 -1 11 Call V ectoring Applications Intro d ucti on This cha pt er is inten d e d to present several gener ic Call V ectorin g app licat ions a custo mer m ight use. Each ap p l icat ion is based o n o n e o r m or e o f th e Call Vect oring fe at ures discussed in t his guid e . V ector Ex erc ises are provided at the en ...

  • AT&T 555-230-520 - page 180

    Call V e ctori n g Ap p licat ions 11 -2 I s sue 4 Se p te m b er 1 99 5 Customer S ervice Ce n ter Exam p l e 1 presents a scen ario where a c u stom er servic e ce nter is open weekdays from 8 a. m . until 5 p . m. T h e c e n ter provides tw o s eparate t e lephone nu mbers. One num b e r is for ordi nary customers, while the other numb er is fo ...

  • AT&T 555-230-520 - page 181

    Customer Service Center Issue 4 Sep tem b er 1995 11-3 Figure 11-1. Exam p l e 1 : Custom er Service C enter First, le t ’s assum e that a p riorit y customer places a call. In such a c ase, if the correct nu mber is diale d, vector 2 2 is accessed. T he fi r s t tw o s teps o f t his vector de term ine if the c a ll arrives d uring nonbu s i nes ...

  • AT&T 555-230-520 - page 182

    Call V e ctori n g Ap p licat ions 11 -4 I s sue 4 Se p te m b er 1 99 5 call is queued, Steps 9 through 11 i mp l e m ent an anno uncement -wait cycle t h at cont inues unt il an agent answers the call, or un til th e caller aban d ons t he call. A call placed by a n o npriorit y c ustom er is p rocessed b y vector 21 . Ve ctor 21 provides a tr ea ...

  • AT&T 555-230-520 - page 183

    D IVA a n d D ata/ M essage Coll ection Issue 4 Sep tem b er 1995 11-5 If the ro ute-to d igits comma nd fai ls (because th e c a ller fail s to enter a ny d ig its, or beca use the d igi ts en tered do not com prise a valid e xt ension), the route-to numb e r c omm an d in S te p 4 rout es the c all to the att en d ant. However, as lon g as the d ...

  • AT&T 555-230-520 - page 184

    Call V e ctori n g Ap p licat ions 11 -6 I s sue 4 Se p te m b er 1 99 5 ■ Message Collecti o n al lows the c aller to leave a recorded m essage fo r th e custo mer in lie u of wait ing for the custo mer to answer his or her ca l l. The fo l lowin g fou r vect ors illustrat e how the mut ual fun d c o m pany handles t elephone c alls. Figure 11-3 ...

  • AT&T 555-230-520 - page 185

    D IVA a n d D ata/ M essage Coll ection Issue 4 Sep tem b er 1995 11-7 W hen the call is p laced, vector proc es s ing b eg ins in vector 3 0, wh ich is t he main vector . Step 1 o f the vector co ntai ns the wait -time com mand, which is placed be fore t he co llect di gits co mma nd in S te p 2 to p rovide the c aller wi th fee d back i n the eve ...

  • AT&T 555-230-520 - page 186

    Call V e ctori n g Ap p licat ions 11 -8 I s sue 4 Se p te m b er 1 99 5 Final ly, su p pose a third cal ler want s to o p en an acco unt an d t hat he or she enters 1 when p rom p ted in the m ain vec to r . I n such a case, Ste p 3 of the main vector i s successful . Ac cordingly , th e call is r outed to V DN extension 1031, and vector processin ...

  • AT&T 555-230-520 - page 187

    Distrib u t e d Call Centers Issue 4 Sep tem b er 1995 11-9 Figure 11-4. Examp l e 4: Distribut ed Call Centers In this e xam p le, vect or 8 0 i s on th e sen ding s w i tch fr om a call center i n New York, whi le ve ctor 8 1 is on the receiving sw itch a t a call center in D env er. In t he sending swit ch, t he cal l is queue d to sp li t 1 at ...

  • AT&T 555-230-520 - page 188

    Call V e ctori n g Ap p licat ions 11 -10 I ssue 4 Sep tem b er 1995 Accordi ngly, the call i s r emoved from the m ain split qu eue in N ew Y ork, and cont rol is p as sed to the Denver switc h , wh ere vec tor processing cont inues at S tep 4. I f the receiving switch d oes not accept t h e Look-Ahead Int erf low c a l l atte m p t , cont rol is ...

  • AT&T 555-230-520 - page 189

    Insuranc e A g ency/ Service Age n c y Issue 4 S ep t e m ber 1995 11-11 In S tep 1 of this vector , t he ca l ler is instruc te d to enter 1, 2, or 3 , dependi ng upon th e service (hardw are, software, g eneral ) he or s he d esires. T hereaf ter, the adjunct routi ng command in Step 2 i nstructs the switch to s end a R o ute requ est to the adju ...

  • AT&T 555-230-520 - page 190

    Call V e ctori n g Ap p licat ions 11 -12 I ssue 4 Sep tem b er 1995 ■ The insurance agency is also sellin g s p a re ca l l center ca pacit y t o client account s . T he ac count contracts are provided on the basis t hat only so man y ca l ls to a p arti cular accoun t will b e a ccep t ed a t any g iven time. In th is exam p le , rollin g AS A ...

  • AT&T 555-230-520 - page 191

    Insuranc e A g ency/ Service Age n c y Issue 4 S ep t e m ber 1995 11-13 S t ep 1 queues the call to the m ain s p li t. If the main spli t is currently ans wer ing calls w it h in t he targe t ti me o f 3 0 seconds S te p 2 bypas ses all of the b ackup s p l i ts and goes directl y to the announce m ent in St ep 6. T h e assump t ion is th a t the ...

  • AT&T 555-230-520 - page 192

    Call V e ctori n g Ap p licat ions 11 -14 I ssue 4 Sep tem b er 1995 The fo l lowin g vector will notify c ustomer se rvic e c allers of their exp ec t e d wait time unl ess they will not have long to wait Figure 11-8. Exam p l e 6: Custo mer Service Vector In s tep 1, callers who would wait mo re than 1 0 mi nute s are rou te d to a “ call back ...

  • AT&T 555-230-520 - page 193

    W arranty S e rvi ce (wi th E A S) Issue 4 S ep t e m ber 1995 11-15 I n b oth vect ors the first ste p rout es ca l ls to queue if th e nu mb e r o f co n tr a cted calls is not exceeded. O t herwise callers receiv e b us y signa l . Warranty Serv ice (with EA S) Exam p l e 7 de als with a maj or a ppliance company t hat of fers one y ear warranti ...

  • AT&T 555-230-520 - page 194

    Call V e ctori n g Ap p licat ions 11 -16 I ssue 4 Sep tem b er 1995 The VDN Skil l Pref erences are set up as f ollo ws : Tabl e 11 - 4. V DN Skill Table for the W a r ranty Service Call Center VDN - S kill Preferences English S panish Dish- was her Refrig Wa she r Dryer Dish- was her Refrig Wa she r Dryer VDN: 11 00 VDN: 11 01 VDN: 1102 VDN: 1103 ...

  • AT&T 555-230-520 - page 195

    W arranty S e rvi ce (wi th E A S) Issue 4 S ep t e m ber 1995 11-17 The a g e nt Skil l s are set u p as follows: Once Sk i lls are assigne d to V DNs and to a gents, calls are directe d to th e a p p ropriate vector. The g o a l o f t he warranty service ca l l cente r i s t o answe r 80 percen t o f th e incoming c alls wit hin 20 s ec onds. A c ...

  • AT&T 555-230-520 - page 196

    Call V e ctori n g Ap p licat ions 11 -18 I ssue 4 Sep tem b er 1995 Figure 11-10. Example 6: Warranty Servic e Call Center (Part 1) The second figure shows how the vect or-proces se d c all is d irect e d to the ap propriate call q ueue. The f igure also shows how the c a l l is d i rected to the a p propriate age nt(s). The a g e nt S ki lls are ...

  • AT&T 555-230-520 - page 197

    W arranty S e rvi ce (wi th E A S) Issue 4 S ep t e m ber 1995 11-19 Figure 11-11. Example 6: Warranty Servic e Call Center (Part 2) Let’s assume t hat a Sp an ish-speakin g caller has a broken dryer an d deci des to c all the warranty serv ice call center. In such a case, the caller di als t he a p propriate nu mber. The c all th en ente rs th e ...

  • AT&T 555-230-520 - page 198

    Call V e ctori n g Ap p licat ions 11 -20 I ssue 4 Sep tem b er 1995 Resort Reservatio n Service (w i th EA S) Exam p l e 8 de al s wi th a resort c o mp any that p laces a variety of a d s in ma gazines for inf ormat ion on a particular r esor t or s tate . C al lers r esp o n d ing to t h ese ad s can di a l one of several num bers provided in th ...

  • AT&T 555-230-520 - page 199

    R e sort R e servation S e rvic e (with E A S) Issue 4 S ep t e m ber 1995 11-21 Figure 11-12. Examp le 7A: Process Involving S pecific Numb er Dial ing For t his proces s , a single V D N for each sta te is assigned to V ector 2. Accordi ngly, our diagram shows the V D N an d the associate d VD N Ski lls for two stat es: Texas and New Mexico. Let? ...

  • AT&T 555-230-520 - page 200

    Call V e ctori n g Ap p licat ions 11 -22 I ssue 4 Sep tem b er 1995 Figure 11-13. Examp le 7 B: Proces s Involving General Number Dial ing A fter the n umber is d ialed , the call is directed to V D N 3111, which p o in ts to Vector 1. Note there are no S ki ll Pref erences assigned to V DN 3111 . A lso, V DN 3111 is the only VD N a d mi niste red ...

  • AT&T 555-230-520 - page 201

    Vector Exercises Issue 4 S ep t e m ber 1995 11-23 Figure 11-14. Example 7C: Call-Back Provision s Af te r th e n umber is dia led, the call is directed to V D N 3333, which p o in ts to Vector 3. Note there are no S kill Pref erences assign ed to V DN 33 33. A lso, V D N 3333 is the only V D N a d ministe red to p oin t to Vec tor 3. T h erefo re, ...

  • AT&T 555-230-520 - page 202

    Call V e ctori n g Ap p licat ions 11 -24 I ssue 4 Sep tem b er 1995 NO TE: Exercise 1 in this section present s two sol ut ions, o ne o f which involves Call Prom p t i n g , wh i c h i s d iscussed in Chap ter 5. Exercise 1: Emergency and Rout ine Service W rite a vecto r tha t d oes the f o llowin g: ■ Delivers the foll owing message to handl ...

  • AT&T 555-230-520 - page 203

    Vector Exercises Issue 4 S ep t e m ber 1995 11-25 caller to hold i s provided by S t ep 7 . Af ter another wait with mu sic p eriod (i f necessary) provided by S te p 8 , the g oto step co mmand in S te p 9 b r anches b ack to the aforement ion e d “ p l ease h old” a n nouncement in S te p 7. T h e resulti ng “announcemen t -wait ” l oop ...

  • AT&T 555-230-520 - page 204

    Call V e ctori n g Ap p licat ions 11 -26 I ssue 4 Sep tem b er 1995 announc em ent c omm an d first info rms the caller of th e input error and t hen invites the c a l ler to try again . Thereaf te r, the g oto ste p comma nd i n St e p 5 uncondi t ionally sends co ntrol b ack to S tep 2, wh ere t he collect d igits com mand ul ti mat ely c ollect ...

  • AT&T 555-230-520 - page 205

    Vector Exercises Issue 4 S ep t e m ber 1995 11-27 Suggested Solution : Figure 1 1-17. Late Caller Treatment This vector provides sp ecific trea t men t fo r calls co mi ng i nto t he sw itch af ter working hour s, during the weekend, o r as the work i ng day co mes to a c lose. The g o to ste p command i n S tep 1 checks wh ethe r the call is b ei ...

  • AT&T 555-230-520 - page 206

    Call V e ctori n g Ap p licat ions 11 -28 I ssue 4 Sep tem b er 1995 if 20 or fewer ca l ls are q u eued to spli t 1, contr ol is p ass ed to S te p 4, w h ere t he queue- t o m ain split comman d queues the call to spli t 1 . Control is t hen passed t o Step 5, where the g oto ste p com ma nd c hecks whet her th e current t ime is any t ime b e t ...

  • AT&T 555-230-520 - page 207

    Vector Exercises Issue 4 S ep t e m ber 1995 11-29 Suggested Solution : Figure 11-18. Messaging Option The goto step c o mma n d i n S t e p 1 of this vector checks whether the ol dest call waiti ng in spl i t 50 has been w ait i ng for 75 seconds or more. If so, cont rol is passed to S t ep 8, where the announcemen t c omm an d f irst inf orm s th ...

  • AT&T 555-230-520 - page 208

    Is s ue 4 Septemb er 19 94 A- 1 A Call V ector in g Comman ds Intro d ucti on This a p p endix i s in tended to provid e various info rmat ion a b out the c o m man d s used wi t hin Call V e c t oring. Sp ecifically , the follow ing in forma tio n is pres ented: ■ Table t hat cont ains a b rief d escript ion of eac h c omm a n d ’s functi on a ...

  • AT&T 555-230-520 - page 209

    Call V e ctori n g Co mmand s A-2 Issue 4 Septemb er 199 4 Command De scription/Referen ce The f ollowing ta ble provi des a brief d escription o f the funct ion of each of the Ca ll Vect oring c o mma nd . A lso in c luded i s th e p age where the c omm an d is d escribed in ful l. Table A-1. Command Description/Referenc e Table Command Function P ...

  • AT&T 555-230-520 - page 210

    Comman d /O p tion S ummary Issue 4 S ep t em ber 1994 A-3 Command/ O ption Summary The f ollo wing table in dica tes whi ch Call Vec toring c om ma nd s c an b e used w ith in Ba sic Call Vec torin g and/or C all Promp t i n g . O t her o p tions or late r releases may be required for cert ain co m m ands or f unctions a s not ed . See Ap pendi x ...

  • AT&T 555-230-520 - page 211

    Call V e ctori n g Co mmand s A-4 Issue 4 Septemb er 199 4 1. If G3 V 4 software has not b een purchas ed, t hese c om ma nds require th e G 3 V4 mai nten ance lo ad . got o s te p/vect or i f an i x x G3V 4 E n hanced; G 3 V4 ANI/ II-Digits R outing goto s tep /vector i f ii-digits x x G3V 4 E n hanced; G 3 V4 ANI/ II-Digits R outing mess a g i ng ...

  • AT&T 555-230-520 - page 212

    C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-5 Command Job Aid 1. Th is c omm and is also available with Call Pr ompting. 2. Activ e me ans the c al led VDN as chan ged by VDN o verr ide. La test means the VDN assigne d t o the vector in which t h e call is curr ently being processe d . Tabl e A-3. Vectoring Com mand s — Generic 3 Version ...

  • AT&T 555-230-520 - page 213

    Call V e ctori n g Co mmand s A-6 Issue 4 Septemb er 199 4 1. T he Ca ll P rompting feature mu st be enabled. 2. Th is c omm and is also available with Call Pr ompting. 3. Ev en numbers only. Tabl e A-4. Vectoring Com mand s — Generic 3 Version 4 (continu ed) queu e-to main split _ _ ____ p r i __ (1-24 [ G 3vs/s]) ( l ow, m ed, (1-99 {G 3i]) h i ...

  • AT&T 555-230-520 - page 214

    C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-7 Tabl e A-5. Vectoring Com mand s — Generic 3 Version 4 (continu ed) chec k-backup split _ _ __ _ _ p r i _ _ i f ro ll i n g - a s a < ______ (1 -24 [G3vs/s]) ( l ow, m ed, (2 -9 98 ) 1 (1 -99 {G3i]) h igh, t op) (1 -25 5 [G3r]) avai lable-age n ts > ______ (0 -149 [G3vs/s]) (0 -199 [G3i ...

  • AT&T 555-230-520 - page 215

    Call V e ctori n g Co mmand s A-8 Issue 4 Septemb er 199 4 1. Ev en numbers only. EAS on ly chec k-backup sk il l ______ p r i __ i f roll ing-asa < ______ (1- 24 [spec if ic G3v s/s]) ( l ow, m ed , (2 -998) 2 (1-99 {spec ific G3i ] ) h igh, t op) ( 1- 25 5 [specific G3r]) (1st, 2 n d, 3 rd [VDN]) avai l able-age nts > ____ _ _ (0 -149 [G3vs ...

  • AT&T 555-230-520 - page 216

    C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-9 1. If DATA 1 i s administered a s “none,” DATA 2 must also be administe red as “ none.” 2. T he Ca ll P rompting feature mu st be enabled. 3. T h e V e ct oring ( G3V4 A d v anced Routing) option mus t b e enab le d . Tabl e A-6. Vectoring Com mand s — Generic 3 Version 4 (continu ed) ...

  • AT&T 555-230-520 - page 217

    Call V e ctori n g Co mmand s A-10 Issue 4 S eptemb e r 1994 1. T h e “ goto v ec tor” command i s identical t o the “ g o to step” command, e xcept the wo rd step is replaced by the word v ect o r. The vali d values for v e ct o r are: 1-48 [G3vs/s], 1-256 [ G3i], 1 -512 [ G3r]. 2. T h e V e ct oring ( ANI/II- Digit s Routing) a n d Vector ...

  • AT&T 555-230-520 - page 218

    C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-11 7. Ev en numbers only. 8. Active m eans the called VDN as c hanged by VDN ove rrid e . Latest means the VDN assigned t o the vect or in which the call is cur rentl y b ein g proces sed. 9. T he Ca ll P rompting feature mu st be enabled. 1. T h e “ goto vector” command i s id e ntical to the ...

  • AT&T 555-230-520 - page 219

    Call V e ctori n g Co mmand s A-12 Issue 4 S eptemb e r 1994 1. T h e “ goto v ec tor” command i s identical t o the “ g o to step” command, e xcept the wo rd step is replaced by the word v ect o r. The vali d values for v e ct o r are: 1-48 [G3vs/s], 1-256 [ G3i], 1 -512 {G3r]. 2. T h e V e ct oring ( ANI/II- Digit s Routing) a n d Vectori ...

  • AT&T 555-230-520 - page 220

    C o m m a nd J ob A id Issue 4 S ep t em ber 1994 A-13 1. T h e “ goto v ec tor” command i s identical t o the “ g o to step” comma nd, except the wor d step i s replaced by the word v ect o r. The vali d values for v e ct o r are: 1-48 [G3vs/s], 1-256 [ G3i], 1 -512 {G3r]. 2. T he V e c to ring ( G3V4 Adva nced Routi n g ) and Vectori n g ...

  • AT&T 555-230-520 - page 221

    Call V e ctori n g Co mmand s A-14 Issue 4 S eptemb e r 1994 Command Di rectory The ma nual p a ge direc tory in this sect ion list s a n d d i sc u ss es a ll of the co mmands used wi t hin Call V e c t o rin g . For each c ommand presen ted, t he following i s p rovided: purpos e , sy n tax, valid entries, requ irements, an exam p le, descript io ...

  • AT&T 555-230-520 - page 222

    adjunct routi ng Issue 4 Se p t em ber 1995 A-15 A djun ct Ro uti ng Comm and adjunct routing Purpose Causes a message to b e s ent to a n ad junct r eq uest in g rout in g i ns t ruct ions. Syntax adj unct routin g link < ext ension> Valid E ntries V a li d A S A I-BR I link extension num b e r Req uirements Ba s ic Call Vec t oring an d A S ...

  • AT&T 555-230-520 - page 223

    Call V e ctori n g Co mmand s A-16 Is sue 4 Sept ember 19 95 ■ Calli ng num ber info rmation . D NIS numb e r provide d by I SDN-PR I f a c ilit ies, or by the a d m inist ered dest inat ion for other trunk fa cilit ies. If t he call orig inat es from a lo cal switch e x t ension, this extension is the num b er dia led (af ter d i g it translatio ...

  • AT&T 555-230-520 - page 224

    adjunct routi ng Issue 4 Se p t em ber 1995 A-17 NO TE: Ac tu ally, ot her than to anot her goto step, the f ir st s tep to which a goto st ep is usually designed to b ranch i s a n ontrea tment ste p (tha t is, a step cont aini n g a c o m man d oth er than a wait-tim e or an announcemen t co mmand). T hus, the skip ping of a treatm ent ste p acco ...

  • AT&T 555-230-520 - page 225

    Call V e ctori n g Co mmand s A-18 Is sue 4 Sept ember 19 95 Final ly, note that the ad j unct can also d ecide to no t r o ute a c a l l b y rejecti ng (t hat is, n e g ati ve ly a c kn owled ging) th e route r e q uest sent b y the switch. Upon receiving a route request r e ject ion, the swit ch term inates the anno uncement or wait -time step th ...

  • AT&T 555-230-520 - page 226

    adjunct routi ng Issue 4 Se p t em ber 1995 A-19 Feature In teractions For a c a ll c om in g i n direc tly to a V DN , the com mand is treate d like a route-t o with coverage= y co mman d. However, for a c a ll that i s covered to a V D N, the c o m ma n d is treat e d like a route-to with coverage=n comma nd. A covered c all that is rou te d by a ...

  • AT&T 555-230-520 - page 227

    Call V e ctori n g Co mmand s A-20 Is sue 4 Sept ember 19 95 Spl i t calls are also shown in t he sta ndard reports based o n t h e f i nal d isposition of th e call. The presence o f the c o m m and in a vector enables t he c alls serviced by the vector to be v e ctor-d irected . W hen such a ca ll is answered by an agen t, the cal l i s tracked a ...

  • AT&T 555-230-520 - page 228

    adjunct routi ng Issue 4 Se p t em ber 1995 A-21 Calls that rout e to a sp lit are t racked as I NFLOW and are reporte d as ‘‘ Flow In.’’ Calls that route t o a t runk are t racked as R O UTED C A L LS/ ROUTE DTIM E. However, these calls are not shown on stan dard rep orts. BCMS Int e ractions I f the com mand a d vances a call t o another ...

  • AT&T 555-230-520 - page 229

    Call V e ctori n g Co mmand s A-22 Is sue 4 Sept ember 19 95 A nn oun c e me nt Comma nd announc em ent Purpose Provides t he caller w ith a rec orded a n nounceme nt . Syntax annou ncem ent < ex tension> Valid E ntries V a li d annou ncemen t ex t ension numb e r Req uirements Ba sic C all Vect oring or Call Pro mp ting sof tware must b e in ...

  • AT&T 555-230-520 - page 230

    adjunct routi ng Issue 4 Se p t em ber 1995 A-23 I f t h e anno uncemen t’s q ueue is currently f ull, the c al l retries the an nouncement step every five seconds and for an i n d efi nit e p eriod of ti me bef ore any new vector st eps are processed. The annou ncemen t comma nd s tep is skipp e d, and vector processing c ontinues at the next ve ...

  • AT&T 555-230-520 - page 231

    Call V e ctori n g Co mmand s A-24 Is sue 4 Sept ember 19 95 Bus y Com mand busy Purpose Gives the c a ller a b usy sig nal a n d c a u se s termi nati on of vector pr ocessing. Syntax bu sy Req uirements Ba sic C all Vect oring so ft ware must be instal le d. Opera tio n The c o m m a n d t a ke s e f f e c t on non-C O tru nk c al ls whether or n ...

  • AT&T 555-230-520 - page 232

    b usy Issue 4 Se p t em ber 1995 A-25 CMS Interactions R3 CMS : B USYT I M E, O THE RTI M E, a n d INTI M E fo r splits and vect ors are tra c ked accordi ng t o w he n the b u sy to ne starts. B U SY T I M E , O THER TI M E and I NTIM E for VD Ns are tracked a ccordin g t o when t he trunk idle s. R2 CMS : Calls g iven forced busy are tracked i n ...

  • AT&T 555-230-520 - page 233

    Call V e ctori n g Co mmand s A-26 Is sue 4 Sept ember 19 95 Check -Back up C omm and check-backup split (s kil l) Purpose Checks the status of a sp lit (skill) fo r p ossibl e term ination of the call to t hat spli t (skill). Syntax check-back up sp l it < s p lit # > p r i < p riorit y level> if < condition> [< c om p arato r ...

  • AT&T 555-230-520 - page 234

    b usy Issue 4 Se p t em ber 1995 A-27 Req uirements Bas ic Call V ect oring software must b e in s tall ed , an d the s p lit (skill ) involved m ust be vector-cont r olled. A lso, skills replac e sp li ts onl y if Expert Ag ent S elect ion (E AS ) is optioned . The cond i t ions “rolling-asa” a n d “e x p e cted-wai t” are only availa ble ...

  • AT&T 555-230-520 - page 235

    Call V e ctori n g Co mmand s A-28 Is sue 4 Sept ember 19 95 ■ Expe cted w ai t t im e i s less than the thresho l d va lue, which i s expressed i n seconds . A cal l m ay be q ue ued to up to three s p lits (s kills) simul tan eously. A c all rem ains queued e it her until ve c tor proces s in g terminat es (via a successfu l disconnect, busy , ...

  • AT&T 555-230-520 - page 236

    b usy Issue 4 Se p t em ber 1995 A-29 The c o m m a n d i s c onsidered a c all accept a nce v ector c ommand whene ver one of the foll owing is true : ■ Call termi nate s to an a gent . ■ Call q u eues to a sp lit (skill). The c a l l is c onsidered a neutral vector comma nd when the call nei t her term inates nor queues. No C O R checking i s ...

  • AT&T 555-230-520 - page 237

    Call V e ctori n g Co mmand s A-30 Is sue 4 Sept ember 19 95 reported as ‘‘Flo w O ut. ’’ Call s d irected via the c o m m and are track ed as ANS BACK, and t hey are repor ted as ‘‘No. Calls An s in B ackup. ’ ’ I f th e call aba nd ons aft er the c o m ma n d q u e ues the call t o a sp lit (skill) , A BNC AL L S/A BN TIME is trac ...

  • AT&T 555-230-520 - page 238

    c ollect di gits Issue 4 Se p t em ber 1995 A-31 Coll ect Digi ts C om m and collect digits Purpose Allows the user to enter up to 16 d i gi t s from a to uch-ton e p hone. Syntax col lect < # of d i git s > d i g its after anno uncement < exten s io n > Valid E ntries # of d i gits : 1 through 16 . extension: none or valid announcement ...

  • AT&T 555-230-520 - page 239

    Call V e ctori n g Co mmand s A-32 Is sue 4 Sept ember 19 95 collected. O therwise, the terminat ing ‘‘ #’’ is kep t as a d ial-ah ead d i git and is processed by a subseq uent c ollect d i gits co mmand. If f ewer d i g its than the m ax imu m specif i ed are en tered , an d if the cal ler does not com ple te t he en try wi th a p ound s i ...

  • AT&T 555-230-520 - page 240

    c ollect di gits Issue 4 Se p t em ber 1995 A-33 ■ Poun d si g n (#) di g it is colle cted (signi fying en d of dia ling). ■ In ter-digit t i mer expires. I f, during the d igit colle ct ion p hase, a ‘‘*’’ is e nc ount ered w ith in a stream o f d i aled or d ial-ah ead d i git s, al l digit s tha t are collecte d for the current c oll ...

  • AT&T 555-230-520 - page 241

    Call V e ctori n g Co mmand s A-34 Is sue 4 Sept ember 19 95 — Succes s fu l or unsuccessfu l adjunct rout in g step is encountered during vector proce ss in g . — Succes s fu l or unsuccessfu l converse-on s te p i s encountered during vector proce ss in g . — 1 0 s econd ti m eout o c curs, during which time the caller d o es not di a l any ...

  • AT&T 555-230-520 - page 242

    converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-35 Co nvers e-on Com m and converse-on split (skil l) Purpose Delivers a c all to a c o nverse sp lit (s k ill) an d a ct ivates a voice resp onse script t h a t is housed wit hin a Voice R e s p onse Unit (V RU ). Syntax converse - on split < s pl i t # > pri < pr i ority level> ...

  • AT&T 555-230-520 - page 243

    Call V e ctori n g Co mmand s A-36 Is sue 4 Sept ember 19 95 converse - on s kill 57 pri h p assing vd n and ani converse - on s kill 3rd pri t pass ing d igits and qpo s converse - on skill 23 pri h passing w a it and none Opera tio n NO TE: R e f er to Appendi x H fo r de ta ils reg arding call f lows involving the converse-on c ommand. The conve ...

  • AT&T 555-230-520 - page 244

    converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-37 ■ Used for vector conditio nal branching i n a s tep c o ntai ning a co mmand with t he i f digit s p aramet er ■ Tandeme d to an AS A I host DEFI N I TY can b e set up to pass infor m at ion in-band to the voice in for mat ion sy stem. I n such a case, t he converse-on c ommand can o ...

  • AT&T 555-230-520 - page 245

    Call V e ctori n g Co mmand s A-38 Is sue 4 Sept ember 19 95 ■ ani : If t h e c a ll is an in ternal ca ll or an inc o m ing D C S call, this data t ype causes the ext ension of the calling party to be o utpulse d. If the cal l is a n incoming I S DN-PR I c a l l wi t h A N I ( B N ) p r o vi d e d t o DEFI N IT Y , t h e calling party n umb er/b ...

  • AT&T 555-230-520 - page 246

    converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-39 If d a ta_1 is a dmi nistered as ‘‘none, ’’ data _ 2 must also b e ‘‘non e.’’ Answe r Supervisio n Conside ratio ns Ans wer superv ision is returned only once during the l ife of a call. I f a cal l i s answered as a result of a converse-on ste p , answer supervision is se ...

  • AT&T 555-230-520 - page 247

    Call V e ctori n g Co mmand s A-40 Is sue 4 Sept ember 19 95 ■ Ba sic C all Ma nageme nt System ( B CM S) BC M S tracks calls placed by a c onverse-on s tep to a BC M S -measured hunt grou p. S ince with the c onverse-on ste p it is now possible fo r a c all to be ‘‘a nswered’’ in more tha n one s p lit ( skill), trunk totals ma y no lon ...

  • AT&T 555-230-520 - page 248

    converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-41 ■ Call V e c t o rin g— B asic The converse-on ste p is an enha ncement to th e Basic Call V e ctori ng custo mer o p t ion . This op t ion m ust b e en a bled in or d e r to invoke the V R I feature. ■ Class of R est rict ion (CO R) As is the case for th e queue- to m ai n s p li t ...

  • AT&T 555-230-520 - page 249

    Call V e ctori n g Co mmand s A-42 Is sue 4 Sept ember 19 95 ■ Int erf low Sin c e a c onverse-on s tep can p lace calls only to hunt groups th at are vector -c o ntrol led, and since the activ ati on of Call Forwardi n g for a vector -c o ntrol led hunt group is blocked, calls pla ced by a converse-on step to a hun t group cannot in t erflow. ? ...

  • AT&T 555-230-520 - page 250

    converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-43 ■ Queue Status All queue s ta tus di s p lay, queue status indicat ion and q u eue warning wall lamp fe ature c a pa b i lities also ap ply to c alls queued by th e c onverse-on c o mm and. ■ Queui ng Calls handled by th e c onverse-on s te p q ueue when they are d elivered t o busy h ...

  • AT&T 555-230-520 - page 251

    Call V e ctori n g Co mmand s A-44 Is sue 4 Sept ember 19 95 ■ Syste m M easurem ents Syste m m easurem ents track converse calls to h unt groups and a t tendan t groups . ■ Touch-Tone Diali n g Any touch-t one d i a ling by the calling part y during the d i g i t pass ing phases of a session involving a c onverse-on ste p do e s not resul t in ...

  • AT&T 555-230-520 - page 252

    converse-on s plit (s kill ) Issue 4 Se p t em ber 1995 A-45 ■ V D N Override If a ca ll that accesses multipl e V D N s encou nters a c onverse-on st ep passing ‘‘vdn,’ ’ norm al override rule s d e term ine which V DN numbe r is ou tpulsed to t he V R U. ■ V D N R eports For call track ing in C MS and BC M S VD N reports , a c onverse ...

  • AT&T 555-230-520 - page 253

    Call V e ctori n g Co mmand s A-46 Is sue 4 Sept ember 19 95 Disc onnect Co mman d disconnect Purpose Ends t reatment of a call a n d re moves the c al l from the swit ch. A lso allows the op tiona l ass ig nment of an a nnouncemen t tha t will p lay imm e d iat ely bef ore t he disco nnect. Syntax discon nect after announcement < exte nsion> ...

  • AT&T 555-230-520 - page 254

    d isconnect Issue 4 Se p t em ber 1995 A-47 Feature In teractions For L ook-Ah ead In terflow, the c om m and can b e consi dered e ith er a call accept a nce v e ctor co mmand or a cal l denial v ector co mmand. The c o m m a n d i s c onsidered a c all accept a nce v ector c ommand wheneve r an annou ncement i s incl uded w it h in th e com m and ...

  • AT&T 555-230-520 - page 255

    Call V e ctori n g Co mmand s A-48 Is sue 4 Sept ember 19 95 Go to Ste p Co mma nd goto step Purpose Allows condi t i onal or u ncondi t ional movem ent (bran ching) to a pr ecedin g or subseq uent ste p in the vect o r. Syntax goto step <step #> i f unco nditi onall y goto step <step #> i f digits < co mparator> < digit s > ...

  • AT&T 555-230-520 - page 256

    g oto step Issue 4 Se p t em ber 1995 A-49 goto step <st ep #> i f <condi t ion> fo r vdn < vdn> < co m parator > < threshol d > Cond it ion = coun ted -call s: goto step <st ep #> i f <condi t ion> to vd n <vdn> <com par a tor> <t hr es h old> Cond it ion = expected -w ai t: goto step < ...

  • AT&T 555-230-520 - page 257

    Call V e ctori n g Co mmand s A-50 Is sue 4 Sept ember 19 95 d i git s: the follow ing value s are accep te d : p riori ty level: l (low), m (mediu m) , h (high) , t (top). day: mon, tue, w ed , t hu, f ri, sat , sun, al l (that is, "on any day o f the week") . hour: 00 to 23 (mili tary format ) . 1.Co mp arator s = , > = , < = , &l ...

  • AT&T 555-230-520 - page 258

    g oto step Issue 4 Se p t em ber 1995 A-51 minut e: 00 to 59 (m ilit ary form at). o p t ion: in, n ot-in (Vec torin g (G3V 4 E nhanced ) only) ta ble: 1 throu gh 5 (G3vs/s); 1 throu gh 10 (G3 i); 1 t hrough 100 (G3r). The num ber of the Vector R o u tin g Table c o ntai ning the nu mbers to b e used to com pare agai nst ani, ii-digit s o r di git ...

  • AT&T 555-230-520 - page 259

    Call V e ctori n g Co mmand s A-52 Is sue 4 Sept ember 19 95 Opera tio n I f th e command syntax includes un condi tional ly , t he comma n d a lways branch es. Otherwise, b ranchi ng takes p l ace accord ing to o ne of the co n d i t ions that fol low: ■ The average sp ee d of answer f or th e ind i cated sp li t ( skill) or VDN m e e t s the c ...

  • AT&T 555-230-520 - page 260

    g oto step Issue 4 Se p t em ber 1995 A-53 Answe r Supervisio n Conside ratio ns The call answer is not affe cted by th e com m an d. Feature In teractions For L ook-Ahea d Interf low, the co mman d is co n s i dered a neut ral ve ctor co mmand in all cases. Wh en a call experie nces Look A head i n t erflow, t he ANI v alue is sent along with the ...

  • AT&T 555-230-520 - page 261

    Call V e ctori n g Co mmand s A-54 Is sue 4 Sept ember 19 95 Got o Vect or Comm and goto vector Purpose Allows c onditi o nal or u nc onditi o nal movement ( b ranchin g) to ano t her vector. The goto v ector step does not re m ove a c a ll from queues i n which it i s a lready pla ced. Syntax goto v ector < vector #> if un cond ition all y g ...

  • AT&T 555-230-520 - page 262

    g oto vector Issue 4 Se p t em ber 1995 A-55 Condit ion = rollin g- asa: goto vector < vector # > i f < condi t ion> for spl i t <split #> < c om parator> < threshold > goto vector < vector # > i f < condi t ion> for skill < skill # > <c o m parator> < threshold > goto vector < vector # ...

  • AT&T 555-230-520 - page 263

    Call V e ctori n g Co mmand s A-56 Is sue 4 Sept ember 19 95 d i git s: the follow ing value s are accep te d : 1.Co mp arator s = , > = , < = , < > (no t e quals) are onl y avai la ble for these c o nditio ns wi th V ect oring (G 3V 4 Enha nced) . 1.Co mp arator s > , > = , < , < = , < > ( no t equal s) are only avail ...

  • AT&T 555-230-520 - page 264

    g oto vector Issue 4 Se p t em ber 1995 A-57 p riori ty level: l (low), m (mediu m) , h (high), t (top). day: mon , tu e , wed, thu , fr i , sa t, sun, a ll . hour: 00 to 23 (mili tary format ) . minut e: 00 to 59 (m ilit ary form at). o p t ion: in, not-in (Vec toring (G3V 4 E nhance d) only) ta ble: 1 throu gh 5 (G3vs/s); 1 throu gh 10 (G3 i); 1 ...

  • AT&T 555-230-520 - page 265

    Call V e ctori n g Co mmand s A-58 Is sue 4 Sept ember 19 95 goto v ector 32 if dig its in table 12 goto v ector 9 if expected -wai t in skill 3 pri t > 10 goto v ector 99 if calls-queued in skill 2n d pri t > 5 goto v ector 8 if rolling-as a in spl i t 14 > 25 Opera tio n I f th e command syntax includes un condi tional ly , t he comma n ...

  • AT&T 555-230-520 - page 266

    g oto vector Issue 4 Se p t em ber 1995 A-59 NO TE: The syntax for t his conditi on can be illustrate d b y a c o u ple of examp le s, as follo ws : mon 8: 01 to f ri 17:00 me ans ‘‘anytime b etwee n 8:0 1 A .M. Monday t hr ough 5 :00 P .M. Friday,’’ an d a ll 17:00 to all 8: 00 means ‘ ‘b etwee n 5:00 P . M. and 8:00 A .M. on any day o ...

  • AT&T 555-230-520 - page 267

    Call V e ctori n g Co mmand s A-60 Is sue 4 Sept ember 19 95 ■ The G3V4 c ustom er o p t ion is se t to “ y . ” T he ii-digit s v alu e for a c all is not p a ss e d t o CM S. ...

  • AT&T 555-230-520 - page 268

    mess a g i n g s p lit (skill) Issue 4 Se p t em ber 1995 A-61 Messagi ng C ommand messaging split (skill) Purpose Allows the ca l ler to leave a message fo r th e specified extension or the a c t ive or latest VDN ext ension (def ault ). Syntax messag i ng split < s pli t #> fo r extensi o n <exte nsion> messag i ng skill <skill # & ...

  • AT&T 555-230-520 - page 269

    Call V e ctori n g Co mmand s A-62 Is sue 4 Sept ember 19 95 I f th e split (sk il l) n umber s p ecified in th e command is a vali d me ss a ge se rv i c e split or skill ( such as an AUD IX or a M essage S erve r Adjunct), and if the extensi on is either a va lid assigned ext ension or is a d ministe re d as none (p r e G 3 V4) , o r activ e o r ...

  • AT&T 555-230-520 - page 270

    mess a g i n g s p lit (skill) Issue 4 Se p t em ber 1995 A-63 I f t h e comm a nd specifi e s a s p e cific ‘ ‘m a il box’’ extension, the orig inal p rinci pal fo r a c all covered by a V D N i s not p a ss e d t o the a d junct , a nd it d oes no t ap p ear i n th e displa y to t h e answering agent. The speci f i ed exte nsion a p p ear ...

  • AT&T 555-230-520 - page 271

    Call V e ctori n g Co mmand s A-64 Is sue 4 Sept ember 19 95 The presence o f the c o m m and in a vector enables t he ca lls serviced by the vector to be v e ctor-d irected . W hen such a ca ll is answered by an agen t, the cal l i s tracked a s A C DCALLS / A NSTI ME , a n d i t i s r e p o r t e d a s ‘ ‘ A C D Ca l ls,’ ’ ‘‘Sp lit A ...

  • AT&T 555-230-520 - page 272

    queu e-to main split (s ki ll) Issue 4 Se p t em ber 1995 A-65 Queu e-to M ain Co mman d queue-to main split (sk ill) Purpose Uncondi t ionally q ueue s a c a ll to a split (skill) and ass i gns a que uing p riorit y level to th e call i n case all a g ents are busy. Syntax queue-to main split < s pli t #> pri < p r i ority level > queu ...

  • AT&T 555-230-520 - page 273

    Call V e ctori n g Co mmand s A-66 Is sue 4 Sept ember 19 95 A call may be qu eued to up t o three splits ( skills) simultaneously. A c all remains queued e it her until ve c tor proces s in g terminat es (via a d isconnect, bu sy , or route-to c om ma n d, o r via a droppe d o r abandoned call) or u ntil the call reaches an a ge nt. W hen an a g e ...

  • AT&T 555-230-520 - page 274

    queu e-to main split (s ki ll) Issue 4 Se p t em ber 1995 A-67 The c o m m a n d i s c onsidered a n eutral vect or command when the ca l l neither termina tes nor q ueue s. No C O R checking i s carried out when a queu e-to main step p laces a call to a split (sk ill). CMS Interactions R3 CMS : Calls q ueued via a q ueue-to main split (skill) c om ...

  • AT&T 555-230-520 - page 275

    Call V e ctori n g Co mmand s A-68 Is sue 4 Sept ember 19 95 BCMS Int e ractions The tot a l n u m b e r of c alls to the V DN that are q ueued vi a the com mand and t hen answered by an a gent withi n a s pecifi ed time p eriod is tracked as ‘‘ NUM A NS’’ i n the VDN R e p ort. T h e average t ime th at calls spend i n a vecto r before bei ...

  • AT&T 555-230-520 - page 276

    route-to Issue 4 Se p t em ber 1995 A-69 Route-to Co mm and route-to Purpose R outes c a lls ei ther to a d e stinat ion that is specif ied by di gi ts collected from the caller or an ad junct ( rou te-t o d ig it s ), or routes calls to the dest ination s p ecified by the a d mi nist ered d i git s tring ( route-to num b er ). Syntax route-to digi ...

  • AT&T 555-230-520 - page 277

    Call V e ctori n g Co mmand s A-70 Is sue 4 Sept ember 19 95 Opera tion The route-to c omma n d attem pt s to route a call t o a se t o f d igit s collected from the caller o r from an adju nct, or to t h e d estin a tion s p ecified b y th e ad min is tered d igit string. F or the rout e-to num b er ... if d i g it c o mma n d , the c all i s c on ...

  • AT&T 555-230-520 - page 278

    route-to Issue 4 Se p t em ber 1995 A-71 idle app e arance is av ailab le), vector processing c ont i nues a t the next ve ctor comm and. If t he num b e r i s a V DN ex tensio n, t he foll owing events occur: ■ Vector processing terminat e s with in the current ve c tor. ■ I f th e current V DN is adm inist ered wi th ov err ide , the new V D ...

  • AT&T 555-230-520 - page 279

    Call V e ctori n g Co mmand s A-72 Is sue 4 Sept ember 19 95 Coverage T he op t iona l c overage p a rameter d e termi nes wheth er coverage s hould apply during rou t ing. If coverage appli es, a n d if the d i g i t s e ntered ar e vali d , t he following occurs: ■ R ingb ack is pr ovide d. ■ Vector processing terminat es. ■ Normal t ermina ...

  • AT&T 555-230-520 - page 280

    route-to Issue 4 Se p t em ber 1995 A-73 ■ Facilit y test call ■ T AA S access code ■ Priori ty access code ■ Louds p eaker p a g i n g a c c ess c o d e ■ S t at ion Message D etai l Re c ording ( S MDR ) accoun t co de ■ V oice message re t rieval acces s code I f the co mmand is executed an d Direct O utward Dial i n g (DOD) is in ef ...

  • AT&T 555-230-520 - page 281

    Call V e ctori n g Co mmand s A-74 Is sue 4 Sept ember 19 95 For Loo k -A head Int er flo w, the rou te-t o comma nd can be considered e it her a call accept a nce v e ctor c ommand or a n e utral vector c om ma n d. The c o m m a n d is consid ered a call accept ance vector command wh e never one of the follow ing is true: ■ Com man d term ina t ...

  • AT&T 555-230-520 - page 282

    route-to Issue 4 Se p t em ber 1995 A-75 NO TE: For c a lls that ‘‘route to’’ a s p li t or a h unt group and l a t er i ntraflow to a station o r t o a n a t t e n d a n t , OTHE RC A L LS/ OTHE RTIM E are track e d in the vector an d in the V D N tables. Routed to Tru nk Database I tem R e p ort Heading N otes OUTF LOW C A LLS / OUTF LOW ...

  • AT&T 555-230-520 - page 283

    Call V e ctori n g Co mmand s A-76 Is sue 4 Sept ember 19 95 Split c a lls are also shown i n the sta n d ard reports accordin g to th e f i nal disp osition of the c all. Calls that route over an I S DN trunk are Look-Ah ead In terflow calls . W hen a c all attemp t s to ‘‘route to’’ an ISD N trunk (Look-A head Int erflow), the LO OKAT TE ...

  • AT&T 555-230-520 - page 284

    stop Issue 4 Se p t em ber 1995 A-77 St o p Co mma nd stop Purpose Halts t he processing of any s u b sequ ent vector s teps. Syntax stop Req uirements Ba sic C all Vec torin g or Call Pro mp t ing sof tware must b e inst alle d . Opera tio n After the sto p command is p r ocessed, any calls already q ueue d rem ain qu e ued, and any wait treat me ...

  • AT&T 555-230-520 - page 285

    Call V e ctori n g Co mmand s A-78 Is sue 4 Sept ember 19 95 CMS Interactions R3 CMS : W hen the c o mma n d or the en d of the ve c tor is e ncountered, vector I N TI ME is re corded. T his is r e p orted as ‘ ‘Avg T i me i n Ve c tor. ’’ R3V4 C MS : V D IS CC A LLS d a t a b ase i te m in the V DN ta bl es p egs call th at pass all the wa ...

  • AT&T 555-230-520 - page 286

    wait-tim e Issue 4 Se p t em ber 1995 A-79 Wai t-ti m e C om m and wait-time Purpose Delays the proce s s ing o f t h e next vecto r s te p i f a specif i ed de lay ti me is incl uded in the c o m m a n d ’s syntax. A lso p rovides fee d back (in the form of silenc e , ringback, o r mus ic) to the c a l ler while th e c all advances in q ueue. Th ...

  • AT&T 555-230-520 - page 287

    Call V e ctori n g Co mmand s A-80 Is sue 4 Sept ember 19 95 extensi on: T he valid extensi on nu m b er of an alternate au dio/music source Req uirements Ba sic C all Vect oring or Call Pro mp ting sof tware must b e inst alle d . Also, a mus ic-on-hold p ort must b e p r o vid e d for the m usic t reat m ent. Mul t i p le Audio/Music Sources for ...

  • AT&T 555-230-520 - page 288

    wait-tim e Issue 4 Se p t em ber 1995 A-81 Feature In teractions W hen the c o mm a n d is imp l eme nted with music as the trea tment , the sys tem-wide music-on-hol d fea ture must b e a d m in istered. Otherwise, the c a l ler hears sil ence. When Te n ant Part it ioni n g is in use t he ten ant numb e r of th e ac tive VDN d e t er m ines the s ...

  • AT&T 555-230-520 - page 289

    Criteria f or Success /F a i lure of Call V ectoring Com mand s Issue 4 Se p t em ber 1995 A-81 Criteri a for Su ccess/Failure of Cal l Vect orin g Comman ds The ta ble a ppearing on the next several p a ges sum m arizes the succes s and failure crit eria for variou s ve c tor c omm an ds. Before you writ e or evaluate ve ctors, i t i s i mportan t ...

  • AT&T 555-230-520 - page 290

    Call V e ctori n g Co mmand s A-82 Is sue 4 Sept ember 19 95 Table A-11. Call Vectoring Command Success/Failure Crite ri a Command S uccess/Failure Criteria Vector Proces sing Disposition adjunct rout in g F ails if any o f the foll owing a r e t rue: ■ V DN’s COR d oes n ot perm i t rou ting to the adjunct - su pp lied d e st inat i on. ■ T ...

  • AT&T 555-230-520 - page 291

    Criteria f or Success /F a i lure of Call V ectoring Com mand s Issue 4 Se p t em ber 1995 A-83 check-backup split F ails if any o f the foll owing a r e t rue: ■ V ec to r co n di t iona l is false. ■ S p l i t’s q u e ue is full. ■ S plit is not vector- c on tr o lled. ■ Call is already queue d at the sp ecifie d p riority to the s peci ...

  • AT&T 555-230-520 - page 292

    Call V e ctori n g Co mmand s A-84 Is sue 4 Sept ember 19 95 converse-on s plit F ails if any o f the foll owing a r e t rue: ■ Con ve rse s p l it q u eue is full. ■ Converse split is n ot v ec tor-controlle d. ■ Auto-availa ble sp li t i s in e ffect, and all a g ent s are lo g g e d out b y R e direction on No Answer (R ONA ). Continue vec ...

  • AT&T 555-230-520 - page 293

    Criteria f or Success /F a i lure of Call V ectoring Com mand s Issue 4 Se p t em ber 1995 A-85 m es saging spl i t F ails if any o f the foll owing a r e t rue: ■ S pecif ied s pl i t i s no t a n AUDI X s p lit or a M es sa g e Server A d junct (M SA) s p lit . ■ S pecif ied extension i s invalid. ■ Messaging split queue is f ull. ■ Messa ...

  • AT&T 555-230-520 - page 294

    Call V e ctori n g Co mmand s A-86 Is sue 4 Sept ember 19 95 NO TE: Comp l e te o p erati onal d e t ail s for the route-to com mands are provided in Ap pendix G . queu e-to main split F ails if any o f the foll owing a r e t rue: ■ S p l i t’s q u e ue is full. ■ S plit is not vector- c on tr o lled. ■ Call is already queue d at the s peci ...

  • AT&T 555-230-520 - page 295

    Issue 4 S ep t em ber 199 5 B-1 B Call V ectoring Management Intro d ucti on Call V e c t o rin g ma nageme nt involves a n u m b er of di f ferent c on si derat ions an d tasks. This a p p endix d es c ribes thes e c onsiderat ions/ta s ks. S pecif i cally, the following t o p ics are discussed: ■ Call V e c t o ri n g feature requ irem ents ■ ...

  • AT&T 555-230-520 - page 296

    Call V e ctorin g Manageme nt B-2 Issue 4 S ep t em ber 1995 NO TE: The Basic Call V e ctorin g and/or Call Prom p tin g o p t ion(s) m ust b e e nabled on th e S y st em -Param et ers Custom er-Op t ions form b e fore the associat ed f or ms and t h e fie lds on the f orms can be admin is tered. Tabl e B- 1 . Basic Call V ectoring Requ irements Fe ...

  • AT&T 555-230-520 - page 297

    Imp l em enta tio n R e q uirem ent s for the C all V e ctoring Feat ures Issue 4 Septemb er 1995 B-3 NO TE: The TN750 I nt egrated Announcemen t circuit p a ck pro v ides 16 por ts f or listenin g to annou ncements . On each p ort in G3i, there can b e f ive listeners, while in G3r, t here can be 255 list eners. Th e oreti cally, t hen, 8 0 call e ...

  • AT&T 555-230-520 - page 298

    Call V e ctorin g Manageme nt B-4 Issue 4 S ep t em ber 1995 NO TE: The Basic Call V e ctorin g and/or Call Prom p tin g o p t ion(s) m ust b e e nabled on th e S y st em -Param et ers Custom er-Op t ions form b e fore the associat ed f or ms and t h e fie lds on the f orms can be admin is tered. NO TE: G 3V4 or a later release i s re q uired for G ...

  • AT&T 555-230-520 - page 299

    Imp l em enta tio n R e q uirem ent s for the C all V e ctoring Feat ures Issue 4 Septemb er 1995 B-5 NO TE: G 3V4 or a later release i s re q uired for ANI/II- Digits Routing. Th e f ollo wing op tion s must b e enabled on th e Syste m- P arameters Custom er-Opti ons for m: Basic C all Vectoring and/ or C all Prompting o pti on(s ) ; “ Vect orin ...

  • AT&T 555-230-520 - page 300

    Call V e ctorin g Manageme nt B-6 Issue 4 S ep t em ber 1995 NO TE: Bot h the s e nding s witch a nd the receiv ing swit c h m ust have the Ba sic C a ll Vectorin g and the L ook-Ah ead In terf low fe atures a c t ive. I n ad diti on, Loo k- Ahead Int erfl ow ca ll s c an c onnect IS DN- P R I swit ch-to-swit ch using p rivate, p u b l i c , or S D ...

  • AT&T 555-230-520 - page 301

    Enablin g the V ec t o r Disconnect T imer Issue 4 Septemb er 1995 B-7 Enabling the Vector Disco n nect Timer Call V e c t o rin g ma ke s avail able a V ector Disconnec t T i mer, wh ich can be set for any amount of time b et ween 1 and 240 m inut es in clusive. The t im e r is enabled by selectin g the t i mer f ield in the F eature -R el ate d S ...

  • AT&T 555-230-520 - page 302

    Call V e ctorin g Manageme nt B-8 Issue 4 S ep t em ber 1995 In testing the vect or, you sh ould n ot conside r the e n t ire vec tor at o n c e. R at her, you should first fi gurativel y d ivide the vector i nt o port ions, then test e ac h of these port ions unt il the entire vector i s tes ted. After the new ve c t o r is thoro ughly tes te d, t ...

  • AT&T 555-230-520 - page 303

    Is s ue 4 Septemb er 19 95 C-1 C Considerat ions for the Cal l Vectoring Features Intro d ucti on This a p p endix conta ins several lists of consid erati ons you should b ear in min d when using the Call V e ctorin g fe atures. These consi derat ions are inte nded to help you g e t the hi ghest degree of productiv it y from C all Vect oring. NO TE ...

  • AT&T 555-230-520 - page 304

    Consid erati ons for t he Call V ec t oring Feat ures C-2 Issue 4 Septemb er 199 5 ■ Calls should not b e qu e ued to a n unstaffe d s pl it (unles s this is in t ended by th e custom er) withou t some alternat e treatm ent . ■ In terflow calls sh ould no t b e p ermi t te d to i n terf low back and forth between a r e mo te switch vector and a ...

  • AT&T 555-230-520 - page 305

    Look-A head Inter flo w Consi derations Issue 4 S ep t em ber 1995 C-3 is being im ple men ted via a rou te-t o d i g its co mmand, the route-to d igit s c o m ma n d fai ls, a n d vecto r processing c onti nues at the next ste p , which should be a def aul t t reatment . ■ I t ma y b e prud e n t to take steps in case a route-to att endant comma ...

  • AT&T 555-230-520 - page 306

    Consid erati ons for t he Call V ec t oring Feat ures C-4 Issue 4 Septemb er 199 5 ■ I t is perfect ly accept ab l e f or a vect or to r out e a call over an IS DN-PR I f a c ilit y to a d esti nati on tha t is no t a V DN. I n suc h a case, the sending switch t reats the call like a Look-A head Int er f low c a l l. Ge neric I SDN proces si ng a ...

  • AT&T 555-230-520 - page 307

    VDN Retu rn Dest ination Consid erations Issue 4 S ep t em ber 1995 C-5 VD N Return D estinat ion Con siderati ons The VDN Retu rn Destinat ion f eature al lows an incoming t runk c all to b e p laced back i n vector pr o cessing af ter all p artie s, except the orig inat or, drop. T h is feature is acti vated through switch admi nistra tion of the ...

  • AT&T 555-230-520 - page 308

    Consid erati ons for t he Call V ec t oring Feat ures C-6 Issue 4 Septemb er 199 5 taken b y the a djunct is t o drop on e p arty on the c a ll, the sw itch w il l drop the ot her party as well a n d c l ear the call (it cannot re tain a ca l l with onl y one party , i f t here is no R et urn Destina tion for furt her processing).* Use r Scen ario ...

  • AT&T 555-230-520 - page 309

    VDN Retu rn Dest ination Consid erations Issue 4 S ep t em ber 1995 C-7 If the host secur ity i s n ot passed, th e host w ill rout e the call to an a pprop riate alternat e d esti nati on (e . g ., a nnouncement wi th sec urity violat ion m essage) a n d lo g the invalid call atte mp t . If the host is not avail a b le, the call will be disconnect ...

  • AT&T 555-230-520 - page 310

    Consid erati ons for t he Call V ec t oring Feat ures C-8 Issue 4 Septemb er 199 5 User Scenario — Savi ng in Trunk Faci litie s Betw een Call C ent e rs A custo mer can a ls o use V D N R eturn Destina tion to return a call to a local agent af ter th e call is transferred to a r emo te dest ination (call ). This will elim in ate the need fo r th ...

  • AT&T 555-230-520 - page 311

    Is s ue 4 Septemb er 19 95 D-1 D Troubles hooting V ectors Intro d ucti on This chap ter is i nte nded to s er ve as a troub leshoot in g gu id e for Call Vect oring. The fi rs t p art of the chap ter includes t wo tables tha t i ndic ate an d e x p lain unexpect ed operat ions wit hin Call V ecto ring t hat th e c ustom er may encou nter. The fi r ...

  • AT&T 555-230-520 - page 312

    Troubleshoot in g V ec tors D-2 Issue 4 Septemb er 199 5 Table D-1. Unexpected Feature Operations Feat ure/A rea Cu stomer O bser vation(s) Cause(s) General Ve ct or Processing V ecto r s tuck. Au dible fe edba ck lasts lo nger than th e delay int erval. 1 ,000 st eps execute d. No defa ult treatm ent in the v e ctor. L ast vector step. Queui n g f ...

  • AT&T 555-230-520 - page 313

    Unexpe cted C om mand O perations Issue 4 S ep t em ber 1995 D-3 Unexp ected C ommand Operati ons The fo llowin g t a b le i n d icates a nd explains the unexpected operat ions the custo mer may en counter in using the Cal l V ec t oring command s. Tabl e D-2. Unexpec ted Comman d Operation s Comm and Step Custom er O bservation(s) Cause(s) adjunct ...

  • AT&T 555-230-520 - page 314

    Troubleshoot in g V ec tors D-4 Issue 4 Septemb er 199 5 announc em ent Ann ounceme n t no t heard. Announceme n t board n ot p resent . Announceme n t n ot admin is tered. Announcement not recorded. Announcemen t being rerecorded. All ports busied out. Announcement rest ore in p rogress. L ink to TN750 d o wn. E xtra de la y b efo re hea ring anno ...

  • AT&T 555-230-520 - page 315

    Unexpe cted C om mand O perations Issue 4 S ep t em ber 1995 D-5 check-backup spli t and q u eue-to main split Call does no t e n ter q u e ue or ter m inat e to a g e nt. Q ueue len g t h sp ecif ied on th e h unt g r o u p screen has b een ex c eeded. Invali d sp lit. S p l it not ve ctor-cont roll ed . Alrea dy q ueued to three d ifferent s p li ...

  • AT&T 555-230-520 - page 316

    Troubleshoot in g V ec tors D-6 Issue 4 Septemb er 199 5 collect d igits (Cont inued) De lay b ef ore h earing announcement . All T T R TN744 p orts busy, b ut s pace in queue. Announcement queue f ull. All integ rated announ c e m ent p orts busy. Analog anno uncem e nt b usy. V e ctor stuck. Analog anno unceme nt d oes not answer. Dial-ahea d d i ...

  • AT&T 555-230-520 - page 317

    Unexpe cted C om mand O perations Issue 4 S ep t em ber 1995 D-7 converse-on split V R U script no t ex ecuted. Q ueue full. No q ueue. Invalid s p li t. S pli t no t vector-controlled. V R U down. " An i " digits no t pas s ed . AN I not avail able. " Q p os" d i g i t s no t passed. Cal l no t queued to a nonconverse spli t . ...

  • AT&T 555-230-520 - page 318

    Troubleshoot in g V ec tors D-8 Issue 4 Septemb er 199 5 messaging split V e ctor stuck (with ring back). E xtension unknown to AUDI X . S t ep sk ipp ed , no message lef t. AUD IX l ink d ow n. DC S link t o remote AUDI X down. All D C S trunks b usy. Queue f or AUDIX voice ports i s full . V ector stuck (with b usy ). R emote AUDIX li n k d own. ...

  • AT&T 555-230-520 - page 319

    Converse Comma nd D ebugg ing Issue 4 S ep t em ber 1995 D-9 Converse Comman d Debugging The fo llowin g t a b le is inte nded to help your trou bleshoot ing ef for ts wi th t he converse-o n comm and. NO TE: R e f er to Appendi x H fo r de ta ils on t he call f low for converse-V R I c alls. wait -time Au dible fe edb ack longer than d elay interv ...

  • AT&T 555-230-520 - page 320

    Troubleshoot in g V ec tors D-10 Issue 4 S eptemb e r 1995 Tabl e D-3. Co nvers e Command Debu gging SYM PTOM CAU SES EVIDE NC E PLACI NG A CALL: Converse ste p skipped. V RU down (R ONA). Vec tor event. Split q ueue fu ll Vec tor event . Call stuc k in c o n verse. V RU port d oesn’t answer, R ONA not used. Check split a dm in istr at ion. V RU ...

  • AT&T 555-230-520 - page 321

    Converse Comma nd D ebugg ing Issue 4 S ep t em ber 1995 D-11 V R U time d ou t await i n g first dig i t. V RU error lo g /trace. V R U first digit t ime ou t t o o short. Check V RU s c ript. Check converse se cond d ata delay . I n ter-digit tim eout too short on f ir st pro mpt an d collect . Check V RU s c ript . Fault y h ardware. Diag nosti ...

  • AT&T 555-230-520 - page 322

    Troubleshoot in g V ec tors D-12 Issue 4 S eptemb e r 1995 Track i ng Un exp ected Vect or Events If y o u have an S AT te rmina l, you can d isplay unexpected vector events. A vecto r event is an error that results from resource exhaustion or from fau lty vector progr am ming , rath er than from a DEFI N I T Y soft ware erro r. For exa m p le, f a ...

  • AT&T 555-230-520 - page 323

    Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-13 ■ RE PORT PE RIO D . T his o ption all ows you to s p ecif y a re port period . T h is period consists o f a n Inte rval fiel d , a From date /tim e stam p, an d a To d a t e/ time stam p . V ali d ent ries for the Inte rval field i nclude (h )o ur , (d)ay , (w)eek , and (a)ll ...

  • AT&T 555-230-520 - page 324

    Troubleshoot in g V ec tors D-14 Issue 4 S eptemb e r 1995 ■ Event Data 1 is a 9 - character fields that co ntai n s d ata in one of two format s: — <n umber1>/< number2> (for exam p l e, 12/5 ), where < number1> is th e vecto r n umber ass o ciated with th e vecto r event, and where <num ber2> is the ste p num ber assoc ...

  • AT&T 555-230-520 - page 325

    Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-15 Tabl e D-4. Summary of Vector Events Event Even t Event Type Des cription Explan a tion 1 Call dropped; c a ll not q u eued at stop st e p . Vec tor processing ended wi t h out t h e c all being qu eued to a split and, a s a result, th e ca ll cannot be answered. This i mplies t ...

  • AT&T 555-230-520 - page 326

    Troubleshoot in g V ec tors D-16 Issue 4 S eptemb e r 1995 11 No announcement avail able During an announcemen t st e p , a c ollec t dig i ts step t h at cont ains an annou ncemen t, o r a d isconnect ste p , th e annou ncemen t was not avai lable for one of the foll owing reas ons: ■ Announcement was not recorded ■ Analog announcement was bus ...

  • AT&T 555-230-520 - page 327

    Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-17 32 P rom p ti n g b u f fer overflo w The promp ting d ig i t b uf fer already cont aine d t he maxim um of 24 d ig i ts when a d d itional d ial-ahea d d i g it s were ent ered b y the c a l ler. These a d di t iona l d i g its are no t stored. 40 M essagi ng s tep failed A m e ...

  • AT&T 555-230-520 - page 328

    Troubleshoot in g V ec tors D-18 Issue 4 S eptemb e r 1995 61 Invali d d estina tion The adjunct routi ng com mand r eturned d i git s that d id not re present a valid dest inat ion. 62 A d junct route c a ncell ed The adjunct routi ng ste p was cancel led b e c ause another " rout in g" step (s u ch as a q u e u e-to m ain split step) wa ...

  • AT&T 555-230-520 - page 329

    Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-19 90 W ait s tep music failed A wa it - ti me s t ep wi th music was accessed, but the m usic was not conne cted. Music m ay not b e adm inistered corre c tly. 91 W ai t s tep ringback f a iled A wa it - ti me step w ith rin gback was accessed, but the ringback was n ot conne cted ...

  • AT&T 555-230-520 - page 330

    Troubleshoot in g V ec tors D-20 Issue 4 S eptemb e r 1995 125 Data return n o di g its On a converse-o n ste p, the converse a g e nt ac t ivated d a t a return b ut d i d not return any d i git s. 126 Data return timeou t On a converse-o n ste p, the converse a g e nt ac t ivated d a t a return b ut tim e d out while waitin g to ret urn digits . ...

  • AT&T 555-230-520 - page 331

    Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-21 220 E WT call n ot que ue d A g oto test for a call or converse da ta passing req uest e d E W T f or a call n ot in q u e ue. I n t his case, the wait t i me wa s assumed to be infinite an d the co mparison was based on E W T > largest possibl e threshol d. 22 1 E W T not se ...

  • AT&T 555-230-520 - page 332

    Troubleshoot in g V ec tors D-22 Issue 4 S eptemb e r 1995 54 0 A U D IX l in k do wn A UDIX co uld not be accessed via a m es saging spl i t co m m a n d , b e cause t he A UDIX l ink was d o wn. As a result, the step is skipped. 54 1 N ot a m ess a g i n g s pl it The split admi nis tered fo r the me s s aging split com mand is not a messaging sp ...

  • AT&T 555-230-520 - page 333

    Tracking Unex p e cted V ector Even ts Issue 4 S ep t em ber 1995 D-23 563 E WT split n o working a g ents A g oto test request e d EW T fo r a split /skill that has no a gents logg e d in or all lo g g ed i n agent s are in the A U X work mo d e . The wait tim e in thi s case is as sume d to be infinit e a n d t h e c o m p a ri so n was b ased on ...

  • AT&T 555-230-520 - page 334

    Issue 4 S ep t em ber 199 5 E-1 E Functional Differences for G2 and G3 Call Vector in g and EAS Intro d ucti on This a p p endix prov ides t he C all V ectoring funct iona l d ifferen ces b etwe en the Generic 2 and Generic 3 swit ches. T h is i n for mat i on s hould prov e helpfu l t o system a d mi nistra tors who a d m inist er netwo rks that u ...

  • AT&T 555-230-520 - page 335

    Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-2 Issue 4 S ep t em ber 1995 ■ announc em ent ■ wait -time ■ busy Queu e-to Main Spli t and Check -Back up S plit The queue- t o mai n s pl i t co mm an d q ueues the call to the s p ecif ied main split and assigns a q ueuin g priorit y level. The check -b ackup split com ...

  • AT&T 555-230-520 - page 336

    Differen ces in C o mman d F u nction Issue 4 Septemb er 1995 E-3 Tabl e E-1. G2/G 3 D ifferenc es for Queu ing Com m and s GENERIC 3 GENERIC 2 The call is si mul t aneously qu e ued to a maxi mum of three di f fe rent splits . T he indicated spli t is checked only once, a nd i f th e specified condi t ion is met, an attem p t to terminate or q u e ...

  • AT&T 555-230-520 - page 337

    Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-4 Issue 4 S ep t em ber 1995 Go to Ste p a nd Got o Ve ct or The goto s tep co mma n d allows condit i onal or u ncondi t i onal m oveme nt (branching) to a preceding o r su bs e q uent ste p in the ve ctor. The goto v ector com mand al lows conditiona l or uncondit io nal move ...

  • AT&T 555-230-520 - page 338

    Differen ces in C o mman d F u nction Issue 4 Septemb er 1995 E-5 Route-to Number This c o m m a n d route s the call to a specif ic numbe r . Tabl e E-3. G2/G 3 Differenc es for Rou t e-to Numb er Comma n d GEN ERIC 3 GE N ERIC 2 The a c t ual d i git st ring is used a s the dest inat ion. The st ring can c ontain specia l charact ers t hat ma y b ...

  • AT&T 555-230-520 - page 339

    Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-6 Issue 4 S ep t em ber 1995 Announcement This c o mma n d in d icates t hat the caller s h ould expect to hear an announceme nt. A lthough th e announcemen t strat egy G 2 d if f ers f rom that i n G 3, each strat e gy assures that , the oreti cally, the ent ire announ c e m e ...

  • AT&T 555-230-520 - page 340

    Differen ces in C o mman d F u nction Issue 4 Septemb er 1995 E-7 Wai t-time This c o mma n d set s a l ength o f ti me fo r a call to wait in th e q ueue. T h e co mm and also speci fies one of the followin g treat m ents whil e the call advances in the queue(s ): ■ S i lence ■ R ingin g ■ Musi c ■ I-silent (G3V 4 and la ter releases) ■ ...

  • AT&T 555-230-520 - page 341

    Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-8 Issue 4 S ep t em ber 1995 General Cal l Vectorin g Funct io n al Differences This t a b le provides an overview of general diff erences for Ca ll Vect oring operation s b etwee n the Gene ric 2 and Generi c 3 swit ches. Tabl e E-7. General Call V ectoring Func tional D iffer ...

  • AT&T 555-230-520 - page 342

    Genera l Call Vect oring Functional Diff erences Issue 4 Septemb er 1995 E-9 No n-vec to r - co ntrol led splits can s pecify redirect ion trea tment (such as Call Coverage, Call F orwarding , etc .) a nd announcement trea t ment . Only vector-cont rolled sp lits are availa ble when C all V ectoring is activ e. VDN A ccess/Capacity COR c hecking i ...

  • AT&T 555-230-520 - page 343

    Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-10 Issue 4 S ep t e m b er 1995 Differences i n Defi n ing/Int er preti n g Split Fl ows Spli t flows are defined and /or interprete d acco rding t o t h e s w i tch version a nd the managemen t sy stem invol ved. T he fol lowing sect ions illustrat e ho w s p lit flow in terpr ...

  • AT&T 555-230-520 - page 344

    Differen ces in D efi ning/ Interpreti ng Spli t F l ows Issue 4 Septem b er 1995 E-11 R3 CMS Sta nd ar ds The fo llowin g t a b les illu strat e how sp l it flows that occur in t he G1/ G3 and G 2 vers ions o f the swit c h are interp rete d vis-a-vis R 3 CM S : W hen a call is not answered [ d ue to a(n) out flow, aba ndon, busy, or disconnect], ...

  • AT&T 555-230-520 - page 345

    Functiona l Diff erences for G2 a nd G3 Call V ec t o rin g and E A S E-12 Issue 4 S ep t e m b er 1995 c om man d, f or examp l e), an inf low is tra c ke d only in t he first s pl it to which th e call requeues . Also, when m ul tiple spl i t q ueuin g is invo lved, R 2 CMS tracks an outf low in those splits to which t he call qu eues a nd from w ...

  • AT&T 555-230-520 - page 346

    Differen ces Bet ween G2 an d G3r E AS Issue 4 Septem b er 1995 E-13 ■ G2.2 rest ricts calls qu euing to mul ti ple skills simult aneously to skills in the same skill t ens group. This also a p p lies to VD N skills. G3 allows calls to queue to any three skills simulta neously. ■ G2.2 a d m inist ers agents to a de f ault skill and t he agents ...

  • AT&T 555-230-520 - page 347

    Issue 4 Septem b er 1995 F-1 F Interactions Between C all Vectoring /EAS and BCMS/ C M S Intro d ucti on Call V e c t o rin g a n d E A S i nte rac t wit h a m anageme n t in format ion syst em t hat helps t o m onito r a n d report o n the act ivit y within Call Vect oring and E AS . I n m o st cases, the manag e m ent system is either the Call M ...

  • AT&T 555-230-520 - page 348

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-2 Is s ue 4 Sep temb er 1995 BCMS /CMS Track i ng in a Cal l Vect oring En vironmen t Tracking is the identifying o f vario us cal l flow s a n d o ther a c t ions relevant to call handling. F or our p urpos es , th ere are thr e e classes of c all f lows: sp lit flows, VDN flows, ...

  • AT&T 555-230-520 - page 349

    BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-3 For split/skil l stati stics, the c a l culat ion is ACD c al ls answe red wit hin the service level divide d by calls q ueued to th e split/skill (answered calls, ab an d oned calls, calls t hat flow out, calls that d e queue ). In most cases the V DN p ercentage ...

  • AT&T 555-230-520 - page 350

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-4 Is s ue 4 Sep temb er 1995 R3 CMS a nd B CMS Sta n dar ds The fo l lowin g t a b le ill u strates how R 3 CM S an d BCM S inte rp ret speci f ic V DN flows for the G1/ G3 versions of the DE F INI TY swit c h : NO TE: ( R 3 CMS onl y): If a c all th at covers to a V D N is o rigin ...

  • AT&T 555-230-520 - page 351

    BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-5 Sp lit In flow s , O u tflow s , an d Dequ eu e s The fo llowin g se ct i ons discuss t he various sp lit fl ow t ypes v is -a-vis R 3 C MS, R 2 CM S , and BCMS . R3 CMS a nd B CMS Sta n dar ds R 3 CMS a n d BCM S are grouped t oget her becaus e bo t h o f t hese s ...

  • AT&T 555-230-520 - page 352

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-6 Is s ue 4 Sep temb er 1995 W ith t his discussion in mind, let ’s t ake a l ook at the foll owing table to see h ow R3 CM S an d B CM S inte rp ret s p l it flows f or the G1 /G3 version s of the DEFI N I TY switch: W hen a call is not answered [ d ue to a(n) out flow, aba ndon ...

  • AT&T 555-230-520 - page 353

    BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-7 Also, when m ul tiple spl i t q ueuin g is invo lved, R 2 CMS tracks an outf low in those splits to which t he call qu eues a nd from which i t eve ntua lly d e queues with out be ing answered t here. I n effe c t , th en, R 2 CM S t racks an out f low in the same ...

  • AT&T 555-230-520 - page 354

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-8 Is s ue 4 Sep temb er 1995 Here’s the t racking table for t his scenario: Comm ent s : ■ R3 CMS : Dequeu e i s tracked i n split 2 a s we ll a s i n split 3 beca use the call i s answered by the primary split (split 1) and is t hus d e q ueued fr om splits 2 and 3 wi thout b ...

  • AT&T 555-230-520 - page 355

    BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 S ep t em ber 1995 F-9 Comm ent s : ■ R3 CMS : O utfl ow i s tracked in spli t 1 because the call is answered by a n agent i n a n othe r sp lit t o which the ca ll is que ued (t hat i s , split 2). A lt hough the c a ll is ob viously remo ve d from s p lit 1 afte r it is answered in s ...

  • AT&T 555-230-520 - page 356

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-10 Issue 4 Sep temb e r 1995 Ca ll Answered by a Primary Sp lit afte r a Ro ute To V D N. T h e follow ing scenario involves a call answered by t he prim ary sp lit after a route-to V DN co mmand is ex ecuted . T he scena rio is as fo l lows: 1. Call c o m es int o a V D N whose ve ...

  • AT&T 555-230-520 - page 357

    BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 Se p t em ber 1995 F-11 1. Call c o m es int o a V D N whose vector q ueues th e c all to sp l its 1, 2 an d 3. 2. Vect or executes a route-to VDN st ep . 3. Call is the n q ueued to splits 4, 5 a nd 6. 4. Call is answered in spl it 5. Here’s the tracking table for t his scenario: Comm ...

  • AT&T 555-230-520 - page 358

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-12 Issue 4 Sep temb e r 1995 3. Call is queued to s plit 4. Here’s the t racking table for t his scenario: Comm ent s : ■ R3 CMS : Out flow i s tracked i n split 1 becaus e t his sp lit is the original primary spli t, the c all i s d e q u eued f rom t his sp li t via a route-t ...

  • AT&T 555-230-520 - page 359

    BCM S/CMS Trackin g in a Call Vect oring E nvironment Issue 4 Se p t em ber 1995 F-13 2. How many AC D c alls d i d ‘ ‘my’’ s plit answer that were ‘‘min e?’’ ( A n d , b y i mplication , h ow m any d i d I answer that were no t ‘‘m ine?’’ ) 3. How many of ‘‘my’ ’ ACD calls d id ‘‘ m y’’ split not a ns wer ? ...

  • AT&T 555-230-520 - page 360

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-14 Issue 4 Sep temb e r 1995 R2 CMS Stand ard. Custome r s using R 2 C M S c onnecte d to G1/G3 with ve c toring enabled cannot nece ss ar il y answer any of the q uesti ons. If mu lt ip le - s p li t q ue uing is involved, the OUTF LO WC A L LS track contain s b ot h ‘‘my’? ...

  • AT&T 555-230-520 - page 361

    Using BCMS / C M S Re p orts to E valuat e Call Vect oring A c tivity Issue 4 Se p t em ber 1995 F-15 ■ Vector Rep ort summarizes ve c to r ac t ivit ies. Amo n g othe r inform ati on, th e r eport provid e s the num b er of Vect or Flow Ins/Out s, cal ls f orced b usy, and calls forced disconnect. Vec t or Flow In pertains to c alls t hat flow i ...

  • AT&T 555-230-520 - page 362

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-16 Issue 4 Sep temb e r 1995 Usin g CMS in an EA S En viron ment C M S R 3 V 2 or a later release is re quired t o support E xpert Ag ent S election (E A S). The same tracking and database i tems used w i thin a tra di t iona l Call Vect oring environment are used wit hin an E A S ...

  • AT&T 555-230-520 - page 363

    Using CMS in an E A S E nvir onment Issue 4 Se p t em ber 1995 F-17 The Queu e/A g ent S umm ary R e al-Tim e Re p ort list s s e p arat ely the Direct A g en t calls wait in g in a skill q ueue. Any waiti ng Direct Agent c alls are queued to t he first p rim a ry skill that the agent is assigned and lo gg e d into. To manage th e skill’s q u e u ...

  • AT&T 555-230-520 - page 364

    In t eract ions Betwe en Call Vec toring / E A S a n d BCM S/CM S F-18 Issue 4 Sep temb e r 1995 21 and 23. Th is allows users who prefer t o s p ecify the act ual skill num ber in t he vector to t ake advanta g e of the tra cking for V DN skill p refe re nces. " G 3V 2 EA S Ad ministrat ion from CM S " R 3 V2 CM S c a n b e use d to a d ...

  • AT&T 555-230-520 - page 365

    Iss ue 4 September 1 99 5 G-1 G Operation Details for the Ro ute-to Comman d Intro d ucti on The route-to command can b e programm ed with or wit hout c overa ge . The t a ble i n th is ap pendi x s um m arizes the o p erati on of the route-t o com ma nd for each of the d estin ation t ypes a nd condit ions associat e d w i th the comman ds. ...

  • AT&T 555-230-520 - page 366

    O p erati on Detai ls for the R oute-to Com m a n d G-2 Issue 4 Sep temb er 1995 Tabl e G-1. DEF INITY G3 Route-T o Comma n d Oper a tion INT ERACTION CO NDI TI ON co v = n cov = y A NY S TE P AN Y STE P 2 Invali d Dest inat ion 3 Go es to n ext step, else stop G oes to next s t ep , else sto p VD N Ex t ension - Vector A ssigned - Vector Has No S ...

  • AT&T 555-230-520 - page 367

    I n troduction Issue 4 Septemb er 1995 G-3 E xt ension wit h I ncomp at ible CO R Go es to n ext step, else stop. G oes to next step , else stop. Term inati ng Extension Group - All M e mbers Id le - A Memb er A c tive o n T E G - No Idle Ap p on Any Member R i ng s idle a p p earance Go es to n ext step, else stop 1 Go es to n ext step, else stop ...

  • AT&T 555-230-520 - page 368

    O p erati on Detai ls for the R oute-to Com m a n d G-4 Issue 4 Sep temb er 1995 Individ ual Att endant A ccess - At nd Idl e - At nd B usy R i ng s idle a p p earance Queues i f possible else Go es to n ext step, else stop 1 Call de livered a n d is allowed to cover Queues if p os sibl e , else Busy tone given CAS Attendant W ith Ca ller on Branc ...

  • AT&T 555-230-520 - page 369

    I n troduction Issue 4 Septemb er 1995 G-5 Notes: 1 The in t eract ion ‘ ‘ St op’’ m eans the f ollo wing: vector proce s s in g i s stopp ed , th e call re m ains queued to a split , and the c a l ler c onti nues to hear fee d b ack i nit iated b y a p revious ste p . In the case where the route- to c omm a n d fails a n d p rocessing stop ...

  • AT&T 555-230-520 - page 370

    Issue 4 Se p t em ber 1995 H-1 H Detail ed Call Flow for Conve rse— VRI Call s Intro d ucti on This a p p endi x d iscusses the det aile d call f low for calls involving a converse-on vector st ep and V oice R esp onse Inte g rati on (V R I ). T h i s ca l l flow is segmen ted into t he followi n g p h a ses: 1. Converse call p l acemen t 2. Data ...

  • AT&T 555-230-520 - page 371

    De tailed Call Flow fo r Converse— V R I Calls H-2 Issue 4 S e p t em ber 1995 Converse Call Place m ent The fi rs t actio n t aken by the c on v e rse-on st e p is to d e l iver the call to the converse sp lit. R in g back ton e is n o t heard by the ca ller. Any audible f eedb ack supp lied by vector processing re mai ns un til t he V R U a nsw ...

  • AT&T 555-230-520 - page 372

    Data Pas s in g Issue 4 Sep temb er 1995 H-3 An y at tem p t to remove a hunt group , spli t or sk ill adm inist ered within a converse- on v e c tor ste p is denied unti l the vector has b een changed. A lso, a ny attemp t t o make a hunt gro up , s p lit, or skill nonve ctor-con trolle d i s d e nied if the hunt g roup, split, o r sk ill is calle ...

  • AT&T 555-230-520 - page 373

    De tailed Call Flow fo r Converse— V R I Calls H-4 Issue 4 S e p t em ber 1995 NO TE: D T MF tones (di g i t s ) with a length of 350_msec and w ith an int erdigit pa use o f 100 _ msec are currently o ut pulsed b y DEFI N I TY . T his results in a rate of a p proximately 2.2 d i gits p er second . A ny audible feedb a ck supp lied by DEF I NITY ...

  • AT&T 555-230-520 - page 374

    Data Pas s in g Issue 4 Sep temb er 1995 H-5 ■ wait : This da t a t y p e sends the expected wa it t ime fo r a call in v ect or p roces si ng that is q ueued to at l eas t one s p lit. It is a value from 0 to 9999 seconds . I f t he call i s n o t queued, o r is queued onl y to s p li ts w ith no working a g ents, o nly the # is out p ulsed. ■ ...

  • AT&T 555-230-520 - page 375

    De tailed Call Flow fo r Converse— V R I Calls H-6 Issue 4 S e p t em ber 1995 T o ensure the robus t operat ion of t he V R U d a t a passing op erat ion, b e sure to implement the f ollow ing recom mendat ions: ■ Include the prompt and collect command in th e V R U script fo r e ach data f ield p assed in the converse-on step. ■ Ad m iniste ...

  • AT&T 555-230-520 - page 376

    Script Execut ion Issue 4 Sep temb er 1995 H-7 selected a pplication , th e first c o mm a n d in the exec ’ed scrip t i s a prompt and collect com mand wi th n o announce men t promp t progr am me d a nd with t he pound sign (#) programmed as th e en d -of-st ring character . The ‘‘Converse second data d elay’’ is used to g ive the V RU ...

  • AT&T 555-230-520 - page 377

    De tailed Call Flow fo r Converse— V R I Calls H-8 Issue 4 S e p t em ber 1995 The CONV E R S A NT V R U o f fers a b uilt -in exte rnal functi on called ‘‘conv ers e_da t a. ’ ’ This fu ncti o n allows a p p l i c ati ons develop ers to p erform this operation i n a conven ient an d ro bust f ashion. T o ensure the robus t oper at i on o ...

  • AT&T 555-230-520 - page 378

    Script Comp let ion Issue 4 Sep temb er 1995 H-9 The ‘‘Conve rse Data R e turn C o d e’’ can be f ollowe d b y a maxim um o f 24 d i g its. The V R U t ou ch-ton e s th e code a nd t h e digi ts i n -band. However, t he c o de and th e digits are not heard by the c aller. Th e d i g its are st ored in D E FINI T Y as Call Prom p t i n g d i ...

  • AT&T 555-230-520 - page 379

    De tailed Call Flow fo r Converse— V R I Calls H-10 Issue 4 S e pt em ber 1995 The last set of d i g i ts colle cted bef ore the c onv ers e- on spl it step i s ex ecuted is stil l ava ilabl e and may be displayed b y an answering agent o n the nonconverse split by u sing the CAL L R-I NFO b u tt on . A V RU s c ript c an b e p r ogrammed to cont ...

  • AT&T 555-230-520 - page 380

    DEFI N I TY Swi tch Da ta Collecti on Is s ue 4 Sep tem b er 19 95 H-11 If V R U dat a is retu rned, the call ing p arty is ab le to t ouch-t one a r esp onse to a DEFI N I TY promp t onl y a f ter th e d ata colle c tion p hase i s com p let ed a n d anothe r collect d igits st ep i s execute d. This i s true b e cause each executed c ollec t d i ...

  • AT&T 555-230-520 - page 381

    Issue 4 S e p t e m b er 1995 I-1 I Security I ssues Intro d ucti on There are a num b er of se curity issues vis-a- vis Call V ectoring t hat shoul d b e no te d . For example, Call Vec torin g and Call P rompt ing can be used to help prevent u naut horized users from g ainin g access t o th e s witch via the R em ote Access fe at ure. T h i s a p ...

  • AT&T 555-230-520 - page 382

    Security Issues I-2 Issue 4 Se p t em ber 1995 Front -E ndin g Rem ote Ac cess V ia this meth o d , aut horized e xt ernal call ers are g ive n a VD N extension to c a ll inst ead of the r em ote a c c ess extension, which i s kept p rivate. The corresponding call vector can t hen im p l em ent a num ber of security c hecks bef ore routi n g caller ...

  • AT&T 555-230-520 - page 383

    EA S Is su e 4 September 1995 I-3 ca p abilit ies described i n th e previous sect ion c a n also b e used. Instead of routin g to the remo te access extension, the vector collects di gits fr om th e caller and t hen routes to t he given d estin ati on if there is a ma tch on t he password. Again, mul t iple V DNs can be creat ed for i nd ividuals ...

  • AT&T 555-230-520 - page 384

    Issue 4 Septe m b er 1995 J-1 J Setting Up a C all Center Intro d ucti on Call center ma nagers nee d som e key in d icat ors to measure ACD performanc e at their site. Usually, in sett i n g up a c all cent er, several fa ctors involving call managemen t are considered . T he f ollo wing l is t ident i f ies and d efin es the most c om mon of thes ...

  • AT&T 555-230-520 - page 385

    S e tti n g U p a Call Cent er J-2 Is sue 4 Se ptemb er 1995 This chap ter expla ins how to set u p a call c e n ter for custom er s wi th C all Vect oring and/or Expert Ag ent Se lect ion (E AS ). Call Vecto ring/N o n-E A S O p tio n T o set up a call center t hat has Ca ll Vect oring b ut not E AS , do the f ollo wing: 1. Determin e you r c a l ...

  • AT&T 555-230-520 - page 386

    Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-3 As an option, you can assign one VD N f or a main num ber and use Call Prom p t i n g to route the call to the prop er s pl i t. The fo llowin g t a b le ill ustrat es the g u i delines g iven u p to this point . * Op t ions include Direct Departme nt Ca lling ( DDC) and U ni form ...

  • AT&T 555-230-520 - page 387

    S e tti n g U p a Call Cent er J-4 Is sue 4 Se ptemb er 1995 On a G3 system , more than fo ur spl it s can b e assigned to an agent; however, t he agent can log i n to a max imum o f four spl i ts. A n agen t assignmen t to split s can be changed i n C MS : ACD Adm inist ration: M ove E x tensions Be twee n Splits i f th e agent is l og ged of f. T ...

  • AT&T 555-230-520 - page 388

    Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-5 ■ 2 = Service ■ 3 = Spanish ■ 4 = Claims ■ No thing o r 0 = Service 2. Queue the call. 3. Provide a n an nouncement t o the caller. 10. Actions P roduce d by Vector #2 : 1. Queue the call to the correct service at a me diu m p riorit y. 2. If no ag ents are avai lable , pr ...

  • AT&T 555-230-520 - page 389

    S e tti n g U p a Call Cent er J-6 Is sue 4 Se ptemb er 1995 Figure J-1. Non-EA S Wor ksheet #1: Call Cent er Objectives Works heet Non-EAS W orksheet #1 Call Center Objectives W orksheet What Are My Call Center Objectives? ...

  • AT&T 555-230-520 - page 390

    Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-7 Figure J-2. Non-EA S Wor ksheet #2: Curren t Split Operation Works heet Do Y ou W ant to Separate Skill Set with EAS? (Y es/No) Do Y ou Have Agent Expertise? (Y es/No) List Individually Y ou Customer/ Caller Needs and Y our Agent Skill Sets in this Split Split T ertiary Backup Sec ...

  • AT&T 555-230-520 - page 391

    S e tti n g U p a Call Cent er J-8 Is sue 4 Se ptemb er 1995 Figure J-3. Non-EA S Wor ks heet #3: Cu stom er N eed s Worksh e et Non-EAS W orksheet #3 Customer Needs W orksheet Customer/Call Center Needs Split Number (Hunt Gr oup) Call Distribution VDN ...

  • AT&T 555-230-520 - page 392

    Call V e ctori ng/ Non-EA S O p ti on Issue 4 Se p t em ber 1995 J-9 Figure J-4. Non-EA S Works heet #4: Vector Design Wor ksheet Assigned VDNs Assigned T runk Groups Description Name V ector # 1. 2. 3. 4. 7. 8. 9. 10. 5. 6. 11 . 12. 13. 14. 17. 18. 19. 20. 15. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26. ...

  • AT&T 555-230-520 - page 393

    S e tti n g U p a Call Cent er J-10 Issue 4 Se p t em ber 1995 Call Vecto r ing/G 3 EAS O ption T o set up a call center t hat has both C all Vect oring a nd G 3 V2 EAS , d o th e following : 1. Determin e you r c a l l c e nte r’s o b ject ives. Think about how y o u want your call c ente r to handle calls and als o about what you want your call ...

  • AT&T 555-230-520 - page 394

    Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-11 W ith E AS , most hunt groups t end to use E A D to allow callers t o reach the most expert ag ent. However, UCD mig ht be used if al l agents ass i gned a skill are e qually trained an d if you want e qual call distr ibut ion to the agent s. 4 . In CMS : D icti onary: Sp lits/ Skill ...

  • AT&T 555-230-520 - page 395

    S e tti n g U p a Call Cent er J-12 Issue 4 Se p t em ber 1995 5. On the switc h , ad m inist er the VD Ns. On the sw itch o r in CMS : ACD Ad m inistrati on, change t he V DN S kill Pref erences an d as si gn up t o t hree s k ills t o e ach V DN. See " E AS W orks hee t #6 : Skil l Pref erences W orksheet" . Then assign a V D N Sk ill P ...

  • AT&T 555-230-520 - page 396

    Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-13 The previou s tables contain on ly a f ew examp les of the VDNs (and, accordi ng ly, the V DN Skill P refere nces as sign ed to th e VD Ns) th a t the call center could assign. Be sure to d ete rmin e the VDNs an d V DN S kill Pref erences (primary and backup sk i lls) tha t you req ...

  • AT&T 555-230-520 - page 397

    S e tti n g U p a Call Cent er J-14 Issue 4 Se p t em ber 1995 I t is s tr ongly recomme nded th a t an a gent w ith Direct A gen t s ta tus b e assigned a ‘‘Direct Ag ent skill’’ as the prim ary skill (see the follo wing ta ble). T his way, D irect Ag e nt calls wi ll no t be sharing q ueue slots wi t h other skill c a lls. 8. Determin e w ...

  • AT&T 555-230-520 - page 398

    Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-15 (for exam ple, you ma y deem i t neces sary to train a d d itional a gents or to increase the amo unt of time elapse d from wh en a c a ll queues to one skill hunt g roup an d t hen to anothe r skill hunt group) . The fo llowin g list in dica tes the a ct ion s produced by a vector : ...

  • AT&T 555-230-520 - page 399

    S e tti n g U p a Call Cent er J-16 Issue 4 Se p t em ber 1995 Figure J-5. EA S Worksh e e t # 1 : Call Center O bjectives Works heet EAS W orksheet #1 Call Center Objectives W orksheet What Are My Call Center Objectives? ...

  • AT&T 555-230-520 - page 400

    Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-17 Figure J-6. EAS Worksh eet #2: Current Sp lit Operat ion Works heet Do Y ou W ant to Separate Skill Set with EAS? (Y es/No) Do Y ou Have Agent Expertise? (Y es/No) List Individually Y ou Customer/ Caller Needs and Y our Agent Skill Sets in this Split Split T ertiary Backup Secondary ...

  • AT&T 555-230-520 - page 401

    S e tti n g U p a Call Cent er J-18 Issue 4 Se p t em ber 1995 Figure J-7. EA S Work sh e et #3 : Custom er needs Worksheet EAS W orksheet #3 Customer Needs W orksheet Generic 3 Customer/Call Center Needs Split Name Split Number UCD/EAD Class of Restriction When defining your skills, be aware of how you can combine skills for backup purposes. ...

  • AT&T 555-230-520 - page 402

    Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-19 Figure J-8. EA S Worksh ee t # 4 : Individ ual Agent S kill W orksh eet Generic 3 EAS W orksheet #4 Individual Agent Skill W orksheet Generic 3 Agent Name Class of Restriction Login ID Direct Agent? Login Coverage Point 1 Point 2 Point 3 Login Coverage Point 1 Point 2 Point 3 ...

  • AT&T 555-230-520 - page 403

    S e tti n g U p a Call Cent er J-20 Issue 4 Se p t em ber 1995 Figure J-9 . EAS Works heet #5: Agent S kills W orks heet Generic 3 1. 2. 3. 4. 7. 8. 9. 10. 5. 6. 11 . 12. 13. 14. 17. 18. 19. 20. 15. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26. EAS W orksheet #5 Agent Skills W orksheet Generic 3 Agent name Login ID First* Skill (P/S) Second S ...

  • AT&T 555-230-520 - page 404

    Call V e ctori ng / G3 E AS Option Issue 4 Sep temb e r 1995 J-21 Figure J-10. EAS W orksheet # 6: Skill Preferences W orksheet EAS W orksheet #6 VDN Skill Prefer ences W orksheet VDN Class of Restriction VDN Name Skill Pr eferences 1st Skill Number 2nd Skill Number 3rd Skill Number V ector ...

  • AT&T 555-230-520 - page 405

    S e tti n g U p a Call Cent er J-22 Issue 4 Se p t em ber 1995 Figure J-11. EAS Worksh eet # 7: Vec tor Design Worksh e et Assigned VDNs Assigned T runk Groups Description Name V ector # 1. 2. 3. 4. 7. 8. 9. 10. 5. 6. 11 . 12. 13. 14. 17. 18. 19. 20. 15. 16. 21. 22. 23. 24. 27. 28. 29. 30. 31. 32. 25. 26. EAS W orksheet #7 V ector Design W orksheet ...

  • AT&T 555-230-520 - page 406

    Issue 4 S ep t em ber 1995 K-1 K Converting a Call Center to EAS Intro d ucti on The proce dures in t his a p pendix p rovide guide lines for u p grading a call center from a non-E A S ACD environ men t t o an E AS A CD environm ent . The p r i mary a ct ivities i nvolved i n t his conversion are: ■ S t e p 1: P re-EA S Cut o v er A d m in istrat ...

  • AT&T 555-230-520 - page 407

    Converting a Call Center to E AS K-2 Issue 4 Se p t em ber 1995 Once t hese decis i ons are ma de, the pre-E AS cut over adm inist ratio n a c tivities can be starte d in pre parat ion for the conversion of the call center t o E AS. NO TE: Even t hough E A S adm inistrati on change s are b e ing made, non-E AS ACD call h andling and agen t op erat ...

  • AT&T 555-230-520 - page 408

    S t e p 1: Pre-E A S C ut o ve r A d m i nistration f or the G 3 V2 (or lat er) S witc h Is s ue 4 Sep temb er 1995 K-3 NO TE: E n terin g a y in the S ki lls? f ie ld auto ma t ic a lly c auses t he A C D? and V ector fie l d s to b e set to y. W i th E AS opt ione d , i t is n ot possibl e t o a d minister me m b ers f or a skill hunt group . 7. ...

  • AT&T 555-230-520 - page 409

    Converting a Call Center to E AS K-4 Issue 4 Se p t em ber 1995 — A p er s o nal call is made to an E AS agent and the a gent ’s station has no idle call a p p earances. ■ T o provide cov er age for calls to an E AS loginI D when t he agent is lo gg e d in b ut d oes not answer after a c ertai n nu mb er of ring cycl es, set the Don’t Answe ...

  • AT&T 555-230-520 - page 410

    S t e p 1: Pre-E A S C ut o ve r A d m i nistration f or the G 3 V2 (or lat er) S witc h Is s ue 4 Sep temb er 1995 K-5 10 . Using the C O R adm inist rati on form , set the D irect A gent Calling fi e l d t o y for any C OR to b e assigned to a trunk or station user who may init iate a Direct A gen t call to an E A S agent, or to b e assig ned to ...

  • AT&T 555-230-520 - page 411

    Converting a Call Center to E AS K-6 Issue 4 Se p t em ber 1995 ■ Coverage p ath ( o p tion a l) ■ A UDIX ? (set to y for A UDIX p ort s) ■ AA S ? (set to y fo r AA S V R U p o rt s) ■ Port E xtension (set to the AUDIX or AAS p o r t extensio n admin ist ered in the non-E A S en vironment) ■ Skill s - Prim ary/S econd ary (where a singl e ...

  • AT&T 555-230-520 - page 412

    S t e p 4: P re-EA S Cut o v er A d m in istrat ion fo r M essagin g Server Is s ue 4 Sep temb er 1995 K-7 NO TE: On the MIP S, the AUD IX Na me for Messaging field on the Agent LoginID fo rm mu st b e set to the correct AUD IX n ame to provide p roper AUDIX coverage of call s ma de to E AS a gent s , or to leave L W C m essages fo r E AS a g e nts ...

  • AT&T 555-230-520 - page 413

    Converting a Call Center to E AS K-8 Issue 4 Se p t em ber 1995 I t is recomme nd ed th at incoming ACD call t ra ffic be blocked to prevent the queuing of new ACD calls to e xis ting s pli ts d uring th e c utover from the non-E A S to E A S envi ronm ent. Bl ocking o f ne w incoming ca lls can be accompl ished b y: ■ Busying out the a p propria ...

  • AT&T 555-230-520 - page 414

    S te p 6: EA S Cutover Is s ue 4 Sep temb er 1995 K-9 12. Issue t he release l ink n c omma n d at the a dmi nistration termina l to release any a djunct A UDIX l inks (where the adju nct wi ll c ause t he associat e d ports to be logg e d i n) . At this p oint , the cut over to E A S i s co mp l ete. I t is re co mmen d e d that a b ackup o f the ...

  • AT&T 555-230-520 - page 415

    Issue 4 S ep t em ber 1994 L-1 L V4 F eature Availabi lity The fo llowi ng lists d escribe vectoring enhance me nts that are availa ble w ith G 3V4 and la ter releases. For a d e t aile d descript io n o f any it e m see the re ferenced section of t his gui de. W hen V 4 has been i ns ta l led o n your swit ch as a b ug fix (that is, a main tena nc ...

  • AT&T 555-230-520 - page 416

    V4 Feat ure Avai l a b ilit y L-2 Issue 4 S ep t em ber 1994 V ectoring (G3 V 4 Enhanced) p rovides t he fol lowing a dd itio nal capa bilit ies: ■ The abilit y to s p ecify a p riorit y leve l with the ol dest-call-wait con di t iona l on the check- b ackup and goto comm a n d s. S e e t hese c o m ma nds in Ap p endix A. ■ The use of enhan ce ...

  • AT&T 555-230-520 - page 417

    Issue 4 S eptemb e r 1995 M-1 M Impr ovi ng Perf ormanc e Introdu ction This a p p endix p r ovides recommendat ions on how to write v e c tors that promo te favorable performance practices . Two basic prin cipl e s t o fo l low are: 1. Mi nim ize the am ount of call pr ocessing — Mi nim ize the num b e r of v e c tor steps to process a call — ...

  • AT&T 555-230-520 - page 418

    I mproving Perf orma nc e M-2 Issue 4 Septe m b er 1995 ■ Lookahead I n t er flow Al l l o oping ex amp les in this a p pendi x u s e o n ly lo ops wi t h in a singl e vect or. I t is imp ortan t t o also b e aware of l ooping to ot her v ectors thro ugh the use o f vector c haining. Th e same principles can be ex trapolated from the looping exam ...

  • AT&T 555-230-520 - page 419

    Looping Exam p l es Issue 4 S e p t e m b er 1995 M- 3 Loop i ng Ex ampl es Audi ble F e edb ack Recom mendatio n : E valuat e the len g t h of the wait period be t ween repeti tions of an announc e m ent a n d i ncrease the le ng th, i f possibl e. For o p t im um perf orma nce, add a s e cond a n n ouncemen t afte r the initial an nouncement and ...

  • AT&T 555-230-520 - page 420

    I mproving Perf orma nc e M-4 Issue 4 Septe m b er 1995 Table M -2 c o m pares th e relative proces s ing cost o f the t hree e x am p les by looking a t t he approximate nu mber of vector s teps executed while p rocessing th e call. Assump tio n i s th at the f ir st announcement is 3 seconds long an d th e second an n ouncem ent is 4 seconds l on ...

  • AT&T 555-230-520 - page 421

    Looping Exam p l es Issue 4 S e p t e m b er 1995 M- 5 T he exam ple in Fig ure M-5 a d d s a de l ay so that the lo okahead in terf low at tem p t occurs only every 10 se conds. Fig ure M-5. Exam ple Vector with Improved Performanc e T he exam p le in Figure M-6 increases perf orma nce even more by increa sing th e d elay b e t ween lo oka head in ...

  • AT&T 555-230-520 - page 422

    I mproving Perf orma nc e M-6 Issue 4 Septe m b er 1995 Check Back up Recom mendatio n : Whe n u s ing check-backup comm ands to q u eue a c a ll to backup sp l it s , ensure that an adeq u a te amo un t o f ti me h a s e lasped b efore checking the b a ckup split s again . NO TE: W i th the in troductio n of th e ‘ Expected T ime W ai t T i me ? ...

  • AT&T 555-230-520 - page 423

    Looping Exam p l es Issue 4 S e p t e m b er 1995 M- 7 S i n ce th e agen t availa bi lity status may not b e l ikely to c hange every 10 se conds, it m ay make sense t o increa se the wait t ime to 30 se conds, as shown in t he example in F ig ure M-9. Figure M-9 . A noth er Examp le Vector with Improv ed Performa n ce Table M -2 c o m pares the r ...

  • AT&T 555-230-520 - page 424

    I mproving Perf orma nc e M-8 Issue 4 Septe m b er 1995 Other Exa mples After Business Hours Recom mendatio n : T est t o see i f the d e s tina t ion resourc es are avail able (such as during business hours) before q ueuin g. The example in Fig ure M-10 q u eues c alls to a hunt g roup regar d less of the time of th e c all. W h en the c a l l is ...

  • AT&T 555-230-520 - page 425

    Ot her E xam ples Issue 4 S e p t e m b er 1995 M- 9 Lo o k ah e a d In t e rfl o w s Recom mendatio n : When using a lookahead inte rflow , first test to see if the receiving of fice is open for b usiness. The scenario is a sen ding s w i tch i n Los A ngeles , wi th o ffice hours f rom 8:00 AM to 5 :00 PM (8:0 0-17:0 0) P S T a n d the receiving ...

  • AT&T 555-230-520 - page 426

    I mproving Perf orma nc e M-10 Is s ue 4 Septemb er 19 95 The example in F ig ure M-14 can b e used if you have G eneric 3 Version 4 Advanced Rou ting op t ioned. In t his case, t h e ‘Exp ected W a i t T ime ’ feat ure may be used to det ermine wh ether it is wort hwhile p lacing a lookahead int erflow c a ll att emp t . Figure M-14. Another E ...

  • AT&T 555-230-520 - page 427

    R el at ive P rocessing Cos t of Ve c tor Com man d s Issue 4 S ep t em ber 1995 M-11 Relativ e Processin g Cost o f Ve ctor Commands S o me vector comma nds use more p ro cess ing re so ur ce s t h an o t hers. Tab l e M - 4 and Ta ble M- 5 show the relative p ro cessing costs o f specific vector commands for Gen eric 3 V ersion 4i/v/vs and Gene r ...

  • AT&T 555-230-520 - page 428

    I mproving Perf orma nc e M-12 Is s ue 4 Septemb er 19 95 Tabl e M-5. Relative Proces sing Cost of Vector Comma n ds for Generic 3 Vers ion 4r rela tive perform ance cost v ector co mmand medium adjunct routing medium c heck - b acku p medium c ollect d i gits medium c onverse medium g oto vector ( t a b le comparison) medium messaging medium q ueu ...

  • AT&T 555-230-520 - page 429

    Is sue 4 Septemb er 1995 N-1 N Call V ectoring System Parameters G3iV1.1 and G3V2 Syst em Parameters 1. The to tal of VDN, Stati on, an d L ogin ID e x tensions canno t exceed 25 ,000. 2,000 for G3rV 3 7,084 for G3 rV3 f o r " S imul taneous 3-wa y Con f. Calls " Tabl e N-1. Ma x imum System Param eters for Call Vectorin g/E AS for G 3V2 ...

  • AT&T 555-230-520 - page 430

    Call V e ctori ng System Param et e r s N-2 Issue 4 Sep tem b er 1995 G3V3 Sy s tem Paramete r s 1. T h e tot al of VDN, S t ati on , an d Lo g in I D e xte nsi on s c a nnot exce ed 2 5 , 00 0. 2,00 0 for G3 r V 3 7,08 4 for G3 r V 3 fo r "Si mu l t aneous 3-way Con f. Cal l s" 2. Measured l im its de pen d on the CMS r el eas e used. Ta ...

  • AT&T 555-230-520 - page 431

    G 3 V4 System Paramet e rs Issue 4 Se p t em ber 1995 N-3 G3V4 Sy s tem Paramete r s 1. T h e tot al of VDN, S t ati on , an d Lo g in I D e xte nsi on s c a nnot exce ed 2 5 , 00 0. 2,00 0 for G3 r V 3 7,084 f or G3 r V3 fo r "Si mu l t aneous 3-way Con f. Cal l s" 2. Measured l im its de pen d on the CMS r el eas e used. Tabl e N-3. Ma ...

  • AT&T 555-230-520 - page 432

    Issue 4 Se p t em ber 1995 GL- 1 GL A ACD See Aut omatic Call Distr ibut i on . ACD split A MIA/ DDC hunt gro up in a system w her e ACD has been optioned by the c ustomer and where th e hu nt group has been administere d as used fo r ACD. active call A cal l to a VDN that is still acti v e in the sw itch or tandemed thr o ugh t he switch. The c a ...

  • AT&T 555-230-520 - page 433

    Glos sary GL- 2 Issue 4 Sept e m ber 1995 In terms of network services, answer supervision is a featur e off ered by the netwo rk provider on certain types of t run ks. W hen t he networ k returns answe r s u pervision for a particular trunk group, the ‘Answe r Supervision’ field on the ‘T runk Group’ form sh ould b e s et t o a yes . The ? ...

  • AT&T 555-230-520 - page 434

    Glos sary Issue 4 Se p t em ber 1995 GL- 3 The ASA f or a sp l it/ ski ll include s the t ime spent i n q u eue and the time rin g ing an ag e nt. The ASA f or a VDN includes the time s pent in vector proces sing for the VDN t hat the c all was answe red in. Interval ASA is use d for BCMS and CMS reporting where the ASA i s c alc ul a ted on rep o ...

  • AT&T 555-230-520 - page 435

    Glos sary GL- 4 Issue 4 Sept e m ber 1995 Call Prompti ng A feature that u ses vec tor comm ands to c o llect and tes t digi ts, an d / or display digits to the agent or p a ss them to an adjunc t pro cess or . Ba sed on the digits dialed, the call i s routed to a d esi re d destination or rece ive s o the r t reatment. External callers mus t use t ...

  • AT&T 555-230-520 - page 436

    Glos sary Issue 4 Se p t em ber 1995 GL- 5 CONVERSANT A V oice R e spons e Unit (VRU) produce d b y A T& T tha t is prominently used wit h the V oic e Respo nse Integration (VRI) f e at ure. Conv ers e Data Return code A feature a ccess c o de a dm i nistered on the DEFINIT Y swi tch. When ever dat a i s to be r e t urned from CONVERSANT u pon ...

  • AT&T 555-230-520 - page 437

    Glos sary GL- 6 Issue 4 Sept e m ber 1995 dequeued average queu e t ime The av erage t i me a call waits until it is answered by another split to which the call is also que ued. This t ime is indicated in the CMS Split Summary report. dial-a h ead digits The touch tone digits that are enter e d by the ca l ler or retur ned by a VRU, b ut not y et c ...

  • AT&T 555-230-520 - page 438

    Glos sary Issue 4 Se p t em ber 1995 GL- 7 Expert Ag ent Selection (EAS) An o p t ional feature that provides a gr oup of capa b il i t ies including: as signing s ki lls t o VDNs and agents, d efining hunt groups as skills, pr o vidi ng call d i stri b ution via m at ching sk i lls, logical agents and dire ct agent calling from voice t erminals. E ...

  • AT&T 555-230-520 - page 439

    Glos sary GL- 8 Issue 4 Sept e m ber 1995 inf low A c all flow or action t hat is d ef ined acco rding to the m anagement system and the switch version involved. For R3 CMS/ BC MS and G3 with call ve c toring e nabled, the term refers to a call that is answered by a s plit o the r tha n a pri mary split. For R2 CMS, when multiple-split queuing is i ...

  • AT&T 555-230-520 - page 440

    Glos sary Issue 4 Se p t em ber 1995 GL- 9 J K L LAI See Look-Ahead Interflow . latest VDN The VDN t o which t h e c a l ler w as most r e c ent l y routed. The latest VDN is not aff e cte d b y VDN Overr ide. LEC See Local Exchang e Carrier (LEC) . Local Exch ange Carrier (LEC) A loca l phon e c o mp any. logical agent - logical agent ID This ca p ...

  • AT&T 555-230-520 - page 441

    Glos sary GL-10 Is s ue 4 Sep tem b er 19 95 Mess age Col lecti on A ca ll p rompting a pplica t ion that gives the c al ler the optio n o f not waitin g (in queu e , i f vectoring is enabled) to be se r viced by an a gent, b u t rather of leaving a messa ge for the a gent or the a gent's asso ciate d s pli t . Mess age Serv er Adjunc t A mes ...

  • AT&T 555-230-520 - page 442

    Glos sary Issue 4 Se p t em ber 1995 GL-11 P primary spl i t The f irst s plit in a VDN to which a call a c tually queues. Another s plit b ecomes t he pr imar y s p lit if the c all l eaves the VDN (via a route-to VDN c omm an d , fo r example), and the call i s then q u e ued to ano the r split; or, if the call leaves vec tor pr ocessing (via a r ...

  • AT&T 555-230-520 - page 443

    Glos sary GL-12 Is s ue 4 Sep tem b er 19 95 Split Summ ary report A re p ort that summar ize s the call activ it y f o r an en ti re s plit . I t can be g e n era ted by CMS as well as i n BCMS. split supervisor An AC D split manager who mon itors spli t flows. staffe d For ACD splits, staf fed co nnotes a n agent b ein g logged in . T h er e f or ...

  • AT&T 555-230-520 - page 444

    Glos sary Issue 4 Se p t em ber 1995 GL-13 two switch conf igurat io n A LAI call setup t hat c o nsists of two swi tches : s ending switch and receiving sw i tch. The v ector (s) in the send ing switch dete r mine whether the call should b e sent to the re c e ivin g switch. T h e vectors in the re c eivin g switch deter mine whether t o a ccept o ...

  • AT&T 555-230-520 - page 445

    Glos sary GL-14 Is s ue 4 Sep tem b er 19 95 VDN name The name as sociated with th e VDN. It contains up to 15 characters and is o p t ional. It a p pears on the a gent’s display. VDN of record See acti v e VDN . VDN override A VDN Overr ide is a n op t ion that allows informat ion abou t a subse quently-routed-to VDN ( if a ny) to be use d inste ...

  • AT&T 555-230-520 - page 446

    Issue 4 Se ptemb e r 1995 IN -1 IN Ind ex Symbol s # sign , 5-17 , A-37 , A-38 dialed ahead digits , 5-17 # sign with digits , A-33 * s ymbol dial-ah ead digits , A-33 dialed ahead digits , 5-17 * with digits , A-3 3 A a b br ev ia ted dialin g special c ha ra cte rs route-to , A- 68 , A- 70 ACD agent log in ID for m , 10-22 a c tive VDN , 3-10 a d ...

  • AT&T 555-230-520 - page 447

    Index IN- 2 Issue 4 S ep t em ber 1995 rolli ng ASA , 11 -11 VDN c all s , 11-11 warranty service , 11-15 warranty service call center , 11- 1 8 , 11-19 ASA , 6-10 defini tion , F-14 ASAI link failur e , A-16 ASAI m e ssage contents of , 9-2 as signing call ans w ering ta sks to sp lits , 3- 6 asterisk ( * ) *, use of , A-31 au tomatic n umber iden ...

  • AT&T 555-230-520 - page 448

    Index Issue 4 Se ptemb e r 1995 IN -3 functions , 5-5 c rea ting service observing vectors , 5-12 passing digits t o a n a djunct , 5-1 2 treati ng digits as a d e s t ination , 5-6 using dig it s o n the ag en t’s se t , 5-10 using dig its to collect branc h in g information , 5-7 using digi ts to se le c t option s , 5- 1 0 hardware and sof t w ...

  • AT&T 555-230-520 - page 449

    Index IN- 4 Issue 4 S ep t em ber 1995 call flow p hase data p assing , H-3 data retur n , H-7 DEFI NITY swit c h d at a collectio n , H-1 0 script completion , H-9 script execu ti on , H-7 c o nverse-on command , 3-13 , A- 35 function , A-3 6 neutral vec tor command , 8-8 s u c cess/failure cr iter ia , A-84 sy ntax , A-3 5 t ro ub les hooting , D ...

  • AT&T 555-230-520 - page 450

    Index Issue 4 Se ptemb e r 1995 IN -5 delay with audible f ee dback , 4-5 delay with mult iple audio/mus ic sou rc e feedba c k , 4-6 dial-ah ead digits , 5-15 , 5-16 discon necti ng a call , 4-8 distributed call centers applic ation , 11-9 DIVA a nd d at a/message colle c tion application , 11 - 6 emergency an d routi ne servic e a pp l ication , ...

  • AT&T 555-230-520 - page 451

    Index IN- 6 Issue 4 S ep t em ber 1995 wi th disconnect , A-4 7 with goto step , A-5 3 wi th goto vector , A-59 with messa g ing , A- 61 wi th queu e-to , A-65 with rout e -to , A- 71 wi th stop , A-76 with wait -time , A-80 features of call vec tori ng , 1-5 adjunct rou ting command , 1-6 adv anced vec tor routing , 1-5 ANI/ii -digits , 1-5 ba s i ...

  • AT&T 555-230-520 - page 452

    Index Issue 4 Se ptemb e r 1995 IN -7 re c eivin g switch operation , 8-4 sending switc h oper ation , 8-3 M max imizing performance , M- 1 , M-3 , M- 4 , M-6 , M-8 , M-9 exa m ple vecto r , M-3 , M- 5 , M-6 , M- 7 , M-8 , M- 9 , M- 10 me s saging , 3-14 , A-60 ASAI contents of , 9-2 exa mple , 4-14 leaving a me ssage , 2- 1 4 mes saging command ex ...

  • AT&T 555-230-520 - page 453

    Index IN- 8 Issue 4 S ep t em ber 1995 R receiving and imp l ementing th e c a ll route , 9-7 receiving fe edback a b out a call , 2-7 redirect ing calls methods for , 3-2 reducing caller hold t ime , 2-17 number of needed a gents , 3-6 staff ing re qu irements , 2-17 t ransferred calls , 2-17 , 3-3 removing incorr ect digits s trings , 5-4 reporti ...

  • AT&T 555-230-520 - page 454

    Index Issue 4 Se ptemb e r 1995 IN -9 dif ferences amon g G1/G2/G 3 , E- 1 1 staffed a gent for ACD sp lit , 3-4 staffed a gents ba s is o f c a ll management decisions , 3-4 chec k backup c o mmand , 3- 4 cond i tional branc hi n g , 3- 11 defini tion of , 3-4 for non-ACD h unt groups , 3-4 goto command , 3-4 number of , 3-14 s tarting a script , ...

  • AT&T 555-230-520 - page 455

    Index IN-10 Issue 4 S ep t e m b er 1995 no qpos digits , D-19 s te p s kipped , D-10 transfer d enied , D- 19 co v era g e con fe ren ce denied , D-2 0 data return no digits , D-20 timeout , D- 20 delay before AUDIX answers , D-8 delay before hea ring ann ouncemen t , D- 6 dial-ah ead digit s not recogn iz e d , D-6 dial-ah ead dis carded , D-16 d ...

  • AT&T 555-230-520 - page 456

    Index Issue 4 Sep temb er 1995 IN- 1 1 V valid entries f o r chec k -ba ckup , A-26 fo r collect digits , A-31 fo r conv e rs e-o n , A- 35 fo r disconn ec t , A-46 fo r goto ste p , A- 49 fo r goto vector , A-55 for messa g ing , A-6 0 fo r queue -t o , A-64 for r oute-to , A- 68 for wait -time , A- 7 8 VDN , 3-7 active , 3-9 calls , 6-12 calls co ...

  • AT&T 555-230-520 - page 457

    Index IN-12 Issue 4 S ep t e m b er 1995 tan dem s witch vector , 8-1 0 tes ting for ANI in vector routing table , 7-4 for digits in vector routing table , 5-9 treati ng digits a s a dest ination , 5-6 uncon d i tional b r a n ching , 4- 18 using digits to collec t branching inf ormati on , 5-7 to select o p tions , 5-1 0 VDN c all s rou t i n g , ...

  • AT&T 555-230-520 - page 458

    Index Issue 4 Sep temb er 1995 IN- 1 3 descriptio n , F-15 VDN Report descriptio n , F-14 VDN Summ ary Repo rt descriptio n , F-15 Vector R e p o r t descriptio n , F-15 wi t h cov e ra g e , 3-10 , 5-6 v ector rou ting tab le , 5-7 , 5-8 , 7-4 v ector step chaining , 3-2 cond i tional branc h in g , 3-1 1 deleting , 2-5 enterin g , 2-4 exa mple ad ...

Produzent AT&T Kategorie Medical Alarms

Dokumente, die wir vom Produzenten des Geräts AT&T 555-230-520 erhalten, können wir in mehrere Gruppen teilen. Unteranderem in:
- technische Zeichnungen AT&T
- Bedienungsanleitungen 555-230-520
- Produktkarten AT&T
- Informationsbroschüren
- oder Energieetiketten AT&T 555-230-520
Jede von ihnen ist wichtig, jedoch finden wir die wichtigsten Informationen für den Nutzer des Geräts in der Bedienungsanleitung AT&T 555-230-520.

Die Dokumentengruppe, die als Bedienungsanleitungen bezeichnet wird, wird ebenfalls in detaillierte Arten geteilt, solche wie: Montageanleitungen AT&T 555-230-520, Wartungsanleitungen, Kurzanleitungen oder Benutzeranleitungen AT&T 555-230-520. Abhängig vom Bedarf, sollten Sie das Dokument finden, das Sie brauchen. In unserem Service können Sie sich die populärste Bedienungsanleitung des Produkts AT&T 555-230-520 ansehen.

Ähnliche Bedienungsanleitungen

Die komplette Bedienungsanleitung des Geräts AT&T 555-230-520, wie sollte sie aussehen?
Die Bedienungsanleitung, auch bezeichnet als Benutzerhandbuch, oder einfach nur „Anleitung”, ist ein technisches Dokument, das dem Benutzer bei der Nutzung von AT&T 555-230-520 hilfreich sein soll. Die Bedienungsanleitungen werden in der Regel von technischen Schriftstellern geschrieben, aber in einer Sprache, die für alle Nutzer von AT&T 555-230-520 verständlich ist.

Eine gänzliche Bedienungsanleitung von AT&T sollte einige Grundelemente enthalten. Ein Teil von ihnen ist nicht so wichtig, wie z.B.: die Titelseite oder Autorenseiten. Die restlichen von ihnen jedoch, sollten Informationen liefern, die für den Nutzer von enormer Wichtigkeit sind.

1. Einführung und Hinweise, wie man sich in einer Bedienungsanleitung von AT&T 555-230-520 bewegt - Am Anfang jeder Bedienungsanleitung sollten wir Hinweise bezüglich der Nutzungsart eines bestimmten Ratgebers finden. In ihr sollten sich Informationen über die Lokalisierung des Inhaltsverzeichnisses von AT&T 555-230-520 befinden, FAQ oder über oft auftretende Probleme – also Stellen, die von den Benutzern in jeder Bedienungsanleitung am meisten gesucht werden
2. Inhaltsverzeichnis - Index aller Ratschläge bezüglich AT&T 555-230-520, die wir im aktuellen Dokument finden
3. Ratschläge zur Nutzung der Grundfunktionen des Geräts AT&T 555-230-520 - die uns die ersten Schritte während der Nutzung von AT&T 555-230-520 erleichtern sollten
4. Troubleshooting - geordneter Tätigkeitslauf, der uns bei der Diagnose und als nächstes bei der Lösung wichtiger Probleme mit AT&T 555-230-520 hilft
5. FAQ - häufig gestellte Fragen
6. Kontaktdaten Informationen darüber, wo man Kontakt zum Produzenten / Service von AT&T 555-230-520 im bestimmten Land suchen kann, wenn es nicht gelingt, das Problem selbst zu lösen.

Haben Sie eine Frage bezüglich AT&T 555-230-520?

Nutzen Sie das untere Formular

Wenn Sie mit Hilfe der gefundenen Bedienungsanleitung Ihr Problem mit AT&T 555-230-520 nicht gelöst haben, stellen Sie eine Frage, indem Sie das untere Formular nutzen. Wenn einer der Nutzer ein ähnliches Problem mit AT&T 555-230-520 hatte, ist es möglich, dass er mit Ihnen die Lösung teilen möchte.

Text vom Bild übertragen

Captcha
Neues Bild

Kommentare (0)