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AT&T 555-230-520 manual Issue 4 September

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Troubleshooting Delay Announcements Symbols Login Administering Skills Disconnecting a Call Warranty Two Switch Configuration Issue 4 September Remote Access

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555-230-520 Issue 4 September, 1995

DEFINITY Generic 3

Call Vectoring/Expert Agent

Selection (EAS) Guide

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AT&T 555-230-520 manual Issue 4 September

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Contents

Issue 4 September Contents Fundamentals of Call Vectoring Call Prompting Advanced Vector Routing ANI and II-Digits Routing Expert Agent Selection Call Vectoring Applications Call Vectoring Commands Contents Contents Contents Contents Call Vectoring Management BCMS/CMS Operation Details for the Route-to Command Setting Up a Call Center Call Vectoring System Parameters What is Call Vectoring? Feature AvailabilityAbout This Document1 Traditional ACD Call Processing Call Vectoring Vector Example What is Expert Agent Selection EAS? Call Vectoring Features Intended Audience and Use Guide Contents and Organization Guide References Introduction TutorialEntering the Vector On-Line Call Vector Form Procedures for Basic Screen Administration Call Vector Form Page 2 LAI Enhanced Vector Editing G3V4 and later releases Constructing a Vector One Approach Queuing Call to Main Split Phase 1 Queuing a Call to the Main Split Providing Feedback and Delay Announcement Phase 2 Providing Feedback and Delay AnnouncementPage Repeating Delay Announcement and Feedback Phase 3 Repeating Delay Announcement Feedback Queuing Call to Backup Split Phase 4 Queuing a Call to a Backup Split Phase 5 Checking the Queue Capacity Checking Queue Capacity Checking for Non-Business Hours Screen 1 Phase 6 Checking for Non-Business Hours 10. Checking for Non-Business Hours Screen 2 Benefits of Call Vectoring Benefits of Call Vectoring Category Call Vectoring Benefits Benefits of Call Vectoring Category Call Vectoring Benefits Call Management Fundamentals of Call Vectoring Call Flow Call Queuing to Splits Caller Control Split Queue Priority Levels Agent Work Mode Calling Party Feedback Dialed Number Identification Service Dnis Vector Directory Number Vector Processing Fundamentals of Call Vectoring VDN Override VDN Override Assigned to Originally Called VDN VDN in a Coverage Path Vector Control Flow Service Observing VDNs Programming Capabilities Termination vs. Stopping Command Summary Condition Testing within the Commands Page Basic Call Vectoring Functions and Examples Command Set Announcements Providing Call Treatments Forced Announcements Delay Announcements Information Announcements Delays with Audible Feedback Multiple Audio or Music Sources Delay with Multiple Audio/Music Source Feedback Disconnect Busy Tone Voice Response Scripts Disconnecting a Call Accessing Voice Response Scripts Routing Calls Multiple Split Queuing Queuing Calls to ACD Splits 12Issue 4 September 11. Leaving Recorded Message Leaving Recorded Messages Option with the VDN as the Coverage Point Interflow Sending Calls to a Vector-Programmed Number 13. Call Interflow Service Observing 14. Vector for Service Observing FAC Service Observing FAC Vector Unconditional Branching Branching/ProgrammingConditional Branching 16. Conditional Branching Stopping Vector Processing 17. Stopping Vector Processing Vector Chaining Call Prompting Touch-Tone Collection Requirements Call Prompting Command Set Category Action Taken Call Prompting Digit Entry Entering Variable-Length Digit Strings Removing Incorrect Digit Strings Entering Dial-Ahead Digits Treating Digits as a Destination Treating Digits as a Destination Vector Routing Tables Using Digits to Collect Branching Information Vector Routing Table Testing for Digits In Vector Routing Table Displaying Digits on the Agent’s Set Using Digits to Select OptionsPage Passing Digits to an Adjunct Passing Digits to an Adjunct Remote Access Service Observing Vector Creating Service Observing Vectors User-Entered FAC and Extension Dial-Ahead DigitsPreprogrammed FAC and Extension 11. Dial-Ahead Digits 12. Dial-Ahead Digits Page ASAI-Requested Digit Collection ASAI-Provided Dial-Ahead Digits Advanced Vector Routing Advanced Vector Routing Command Set Category Action Taken EWT for a Split Expected Wait Time EWT Passing EWT to a VRU EWT for a Call EWT Algorithm When to Use Wait Time Predictions Examples Example 1 EWT Routing and Passing Wait to a VRU EWT Routing and Passing VRU Wait Example 2 Notifying Callers of Wait Time Without a VRU Notifying Callers of Wait-Time Without a VRU EWT Routing-Routing to the Best Split Example 3 Using EWT to Route to Best Split Expected Wait Time EWT Rolling ASA Split Calculation Rolling Average Speed of Answer ASA Rolling ASA Considerations Rolling ASA VDN CalculationExample Rolling ASA Routing VDN Calls VDN Calls Routing Counted Calls ANI and II-Digits Routing7 ANI/II-Digits Routing Command Set Category Action TakenANI Routing ANI Routing Example ANI Routing Example Vector Routing Tables with ANI Vector Routing Table for ANI Routing II-Digits Routing Page II-digits Summary Code Use II-Digits Routing Example II-Digits Routing Example Look-Ahead Interflow8 Functions and Examples Sending Switch Operation Two Switch Configuration Sending Switch Outflow Vector Receiving Switch Operation ANI Call Acceptance Vector Command Qualification Call Acceptance Vector Commands Call Denial Vector Command Qualification Call Denial Vector Commands Neutral Vector Command Qualification Neutral Vector Commands Receiving Switch Inflow Vector Tandem Switch Configuration LAI Using a Tandem Switch Tandem Switch Operation Dnis and VDN Override in an LAI Environment Far End Switch OperationAnswering Agent’s Display Dnis Information Displayed for LAI Scenarios Originator’s Display ADR Example Page Adjunct Routing Adjunct Routing Vector Sending the Call Route Request Effects of Asai Link Failure on Vector Processing Vector Announcement 4000 ‘‘We’re sorry. We Awaiting the Response to the Call Route Request Treatment Step Used as a Delay for Adjunct Routing Receiving and Implementing the Call Route Sample Adjunct Routing Vector with Redundancy Multiple Outstanding Route Requests User Scenarios Expert Agent Selection10 Identifying Caller Needs To Speak Spanish/Bilingual Tourist Information/Knowledge of the RegionEmergency Assistance/Handle Stressful Callers Call Prompting/VRU Digits DNIS/ISDN Called PartyExample of a Prompt for Entering Call Prompting Digits Host Database Lookup Administering SkillsDirect Agent Calling Emergency Road Service-English-11 Route Planning-English-33 Hunt Group Form with Expert Agent Selection Optioned VDN Skills 1st 2nd 3rd Vector Example of VDN Skill Preferences Assignments Call type VDN 3333 Skill Preferences Skill Preferences Assignments for VDN Vector Directory Number VDN Form Vector Directory Number VDN Form Agent Skills Call Vector Form Example of Agent Skill Assignments Skills Assigned Process for Delivery of a Call to a Skill Queue Delivering the Call to the Skill Queue Call Prompting Vector for the Auto Club Procedure Using Call Prompting Super Agent Pool Page Modified Vector to Accommodate a Super Agent Pool Delivery from a Skill Hunt Group Routing the Call to an Agent Only Direct Agent call queued 12. Example of UCD/EAD Call Scenario Time Event Skills Result Reason 13. Example of Call Distribution via UCD/EAD UCD or Time Agent Login ID Form ACD Login ID Dialing Call Routing Coverage Path Login ID Name on the Voice Terminal DisplayAgent Restrictions Administration Without Hardware Feature InteractionsAgents in Multiple Splits Feature Interactions Involving EAS Assist Agent Work ModesAudible Message Waiting Auto-Available Skills Basic CMS Automatic Answering with Zip ToneBridging Call Coverage Call Pickup Class of ServiceClass of Restriction Dial Plan OCM/EAS Look-Ahead Interflow 14. Commands for OCM Predictive Calls Commands for OCM Predictive CallsQueue Status Indications Work Mode Buttons Remote Service ObservingAdjunct Interactions Call Control Feature Requests Value Queries Multiple MonitorsEvent Notification Adjunct-Controlled Skills Speech-Processing Adjuncts CMS R3V2 and later releases EAS Agent LoginID Table Communication Link Form Feature-Related ParametersConsole Parameters Coverage Groups Listed Directory Number Vector AdministrationMalicious Call Trace Upgrading to a G3 EAS Environment Call Vectoring Applications11 Customer Service Center Example 1 Customer Service Center Example 2 Automated Attendant Automated Attendant Diva and Data/Message Collection Example 3 Diva and Data/Message Collection Page Distributed Call Centers Example 4 Distributed Call Centers Example 5 Help Desk Help Desk Insurance Agency/Service Agency Example 6 Field Agent Vector Example 6 Claims Vector Example 6 Customer Service Vector Warranty Service with EAS 11-16Issue 4 September Warranty Service with EAS Agent Skills are set up as follows Network 11. Example 6 Warranty Service Call Center Part Placing the Reservation Resort Reservation Service with EASSpecific Number Dialing Texas VDN 3222 Skill Preferences 12. Example 7A Process Involving Specific Number Dialing General Number Dialing 13. Example 7B Process Involving General Number Dialing Call-Back Provisions 14. Example 7C Call-Back Provisions Vector Exercises Suggested Solution Exercise 1 Emergency and Routine Service Suggested Solution Exercise 2 Late Caller Treatment 17. Late Caller Treatment Exercise 3 Messaging Option 18. Messaging Option Call Vectoring CommandsA Table A-1. Command Description/Reference Table Command Description/Reference Table A-2. Command/Option Summary Table Command/Option Summary Command Basic Prompting Other Options Required Table A-3. Vectoring Commands Generic 3 Version Command Job AidEAS only Table A-4. Vectoring Commands Generic 3 Version Table A-5. Vectoring Commands Generic 3 Version Check-backup skill Pri if rolling-asa Data Table A-6. Vectoring Commands Generic 3 Version Table A-7. Vectoring Commands Generic 3 Version Table A-8. Vectoring Commands Generic 3 Version Table A-9. Vectoring Commands Generic 3 Version Table A-10. Vectoring Commands Generic 3 Version Command Directory Purpose Adjunct Routing CommandSyntax Valid EntriesPage Page Answer Supervision Considerations Routed to Station or to Attendant CMS Interactions Routed to VDN Routed to TrunkRouted to Split or to Hunt Group Bcms Interactions Announcement extension Announcement CommandAnnouncement BCMS/CMS Interactions Busy Busy Command R3 CMS Busy Command Check-Backup Command Examples No answer supervision is returned Backupcalls Bcms Interactions Collect Digits Command Page Page Command is not tracked on CMS 34Issue 4 September Converse-on Command Operation Page Page Answer Supervision Considerations Page Page Page Page Page CMS Interactions Disconnect Command Disconnect Command Conditions = available-agent, staffed-agents Goto Step CommandConditions = calls-queued, oldest call-wait Condition = rolling-asa Condition = expected-wait Condition = counted-callsComparator Condition Threshold Counted-calls Command Comparator Value Option in, not-in Vectoring G3V4 Enhanced only Operation DCS Goto vector vector # if unconditionally Goto Vector Command Goto vector Calls-queued Day mon, tue, wed, thu, fri, sat, sun, all Operation Goto Vector Command Page Messaging Command Answer Supervision Considerations CMS Interactions Bcms Interactions Queue-to Main Command Answer Supervision Considerations CMS Interactions Bcms Interactions Route-to number number with cov option if unconditionally Route-to Command Operation Page Coverage Page Dequecalls Routed to Split or Hunt Group Routed to VDN Bcms Interactions Stop Stop Command CMS Interactions Multiple Audio/Music Sources Syntax G3V4 and later releases Wait-time Command Wait-time120 secs hearing 54795 then continue Feature Interactions Criteria for Success/Failure of Call Vectoring Commands Command Success/Failure Criteria Disposition Table A-11. Call Vectoring Command Success/Failure Criteria Issue 4 September 1995 A-83 84Issue 4 September Issue 4 September 1995 A-85 Call Vectoring Commands Call Vectoring ManagementB Implementation Requirements for Call Vectoring Features Call Vectoring Management Page Page ANI/II Table B-5 ANI/II-Digits Requirements Feature Forms HardwarePage Changing and Testing the Vector Enabling the Vector Disconnect TimerUpgrading to a Call Vectoring Environment Page Basic Call Vectoring Considerations Considerations for the Call Vectoring Features Call Prompting Considerations Look-Ahead Interflow Considerations Adjunct Routing Considerations VDN Return Destination Considerations User Scenario Remote Access with Host Provided Security Figure C-2. Sample Return Destination Vector with Disconnect Considerations for the Call Vectoring Features Unexpected Feature Operations Troubleshooting VectorsD Wait-time or announcement Unexpected Command Operations Command Step Customer Observations Causes Table D-2. Unexpected Command Operations Issue 4 September 1995 D-5 6Issue 4 September Unexpected Command Operations Command Step Customer Observations Causes Converse Command Debugging Placing a Call Table D-3. Converse Command Debugging Data Return Display Events Form Tracking Unexpected Vector Events Figure D-2. Display Events Report Display Events Report Summary of Vector Events During an announcement step, a collect Queue-to main split, messaging split, or Tracking Unexpected Vector Events Adjunct routing step was cancelled Check-backup split step. The call was Troubleshooting Vectors Queue-to main split, check-backup split Troubleshooting Vectors Tracking Unexpected Vector Events Functional Differences for G2 and G3 Call Vectoring and Ease Differences in Command Function Queue-to Main Split and Check-Backup Split Generic Table E-1. G2/G3 Differences for Queuing Commands Goto Step and Goto Vector Table E-2. G2/G3 Differences for Goto Commands Route-to Number Table E-3. G2/G3 Differences for Route-to Number Command Table E-4. G2/G3 Differences for Announcement Command Table E-6. G2/G3 Differences for Busy Command Table E-5. G2/G3 Differences for Wait CommandWait-time Busy Table E-7. General Call Vectoring Functional Differences General Call Vectoring Functional Differences Messaging split command is Differences in Defining/Interpreting Split Flows Check backup split retries. If R2 CMS Standards R3 CMS Standards G2.2 G3r Differences Between G2 and G3r EASPage Interactions Between Call Vectoring/EAS and BCMS/CMSF Defining and Interpreting Call Flows BCMS/CMS Tracking in a Call Vectoring EnvironmentAnswered and Abandons VDN Inflows and Outflows Busies and Disconnects Vector Inflows and Outflows R3 CMS and Bcms Standards Split Inflows, Outflows, and Dequeues Messaging split command, or by Examples of Split Flow Tracking Comments Table F-5 Tracking for Abandoned Calls Split Tracking Outflow Dequeue Answer Vector executes a route-to digits or messaging split step Evaluating Split Performance Page CMS Reports Using BCMS/CMS Reports to Evaluate Call Vectoring Activity Bcms Reports Tracking Entities Using CMS in an EAS EnvironmentAgents and their Skills Direct Agent Calls VDN Skill Preferences Non-ACD Calls BCMS/CMS Operation Details for the Route-to Command Cov = n Cov = y Table G-1. Definity G3 Route-To Command Operation COR Interaction Page Detailed Call Flow for Converse VRI Calls Converse Call Placement Definity Data PassingPage Page VRU Data Collection Data Return Script ExecutionPage Script Completion Definity Switch Data Collection Page Remote Access Security Issues Replacing Remote Access Front-Ending Remote Access EAS Vector Initiated Service Observing Security Setting Up a Call Center Call Vectoring/Non-EAS Option Agent Name Extension LoginID Actions Produced by Vector #1 Split Hunt Group Agent Extensions Actions Produced by Vector #2 Non-EAS Worksheet #1 Call Center Objectives Worksheet Non-EAS Worksheet #2 Current Split Operation Worksheet Non-EAS Worksheet #3 Customer Needs Worksheet Figure J-4. Non-EAS Worksheet #4 Vector Design Worksheet Call Vectoring/G3 EAS Option UCD/ EAD COR Customer/Call Center Needs Skill Name Skill Number VDN Main VDNs 1st Skill 2nd Skill 3rd Skill Vector Randy Tyler 2000 Yes 6543/AUDIX Agent Name Skill Skill Assigned Page EAS Worksheet #1 Call Center Objectives Worksheet EAS Worksheet #2 Current Split Operation Worksheet Figure J-7. EAS Worksheet #3 Customer needs Worksheet EAS Worksheet #3 Customer Needs Worksheet Generic EAS Worksheet #4 Individual Agent Skill Worksheet Generic EAS Worksheet #5 Agent Skills Worksheet Generic EAS Worksheet #6 VDN Skill Preferences Worksheet EAS Worksheet #7 Vector Design Worksheet Converting a Call Center to Eask Pre-EAS Cutover Administration for the G3V2 or later Switch Page Page Issue 4 September 1995 K-5 Pre-EAS Cutover Administration for Audix Pre-EAS Cutover Administration for CMS Pre-EAS Cutover Administration for Asai Pre-EAS Cutover Administration for Messaging ServerEAS Cutover Page Page V4 Feature Availability Page Improving PerformanceM Page Audible Feedback Looping Examples Lookahead Interflow When a agent is available Split Queueing time of 5 minutes Figure M-5. Example Vector with Improved Performance Figure M-7. Example Vector Check Backup Figure M-9. Another Example Vector with Improved Performance After Business Hours Other Examples Figure M-12. Example Vector Lookahead Interflows All agents are busy. Please hold Relative Processing Cost of Vector Commands Improving Performance G3iV1.1 and G3V2 System Parameters Call Vectoring System Parameters G3V3 System Parameters G3V4 System Parameters ACD Glossary GL-2Issue 4 September Issue 4 September 1995 GL-3 GL-4Issue 4 September Issue 4 September 1995 GL-5 GL-6Issue 4 September Issue 4 September 1995 GL-7 GL-8Issue 4 September Issue 4 September 1995 GL-9 GL-10Issue 4 September Issue 4 September 1995 GL-11 GL-12Issue 4 September Issue 4 September 1995 GL-13 GL-14Issue 4 September Index Symbols IN-2Issue 4 September Issue 4 September 1995 IN-3 IN-4Issue 4 September Issue 4 September 1995 IN-5 IN-6Issue 4 September Issue 4 September 1995 IN-7 IN-8Issue 4 September Issue 4 September 1995 IN-9 IN-10Issue 4 September Issue 4 September 1995 IN-11 IN-12Issue 4 September Issue 4 September 1995 IN-13

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