AT&T 555-230-520 manual Call Vector Form, Agent Skills

Functions and Examples

Call Vector Form

Completion of the Call Vector form is required for using vectors with EAS. The form contains three pages. However, if your vector contains 11 or fewer instructions, you need populate only the first page of the form. Page 1 of the Call Vector Form appears as follows:

			Page 1 of 3
		CALL VECTOR
Number: 20		Name:________________
Basic?y	EAS?y	G3V4 Enhanced?n	ANI/II-Digits?n ASAI Routing?n
Prompting?y	LAI?n	G3V4 Adv Route?n

01_______________

02_______________

03_______________

04_______________

05_______________

06_______________

07_______________

08_______________

09_______________

10_______________

11_______________

Figure 10-4. Call Vector Form (Page 1 of 3)

NOTE:

While skills can be optionally assigned to VDNs, the vector controls when and to what VDN skill the call queues.

Complete instructions for completing the Call Vector form are provided in DEFINITY Communications System Generic 3 Implementation, 555-230-653.

Agent Skills

Agents are trained or hired to accommodate specific caller needs. Agent skills represent and define the ability of the agent to handle calls that require these skills. Agents are assigned skill numbers based on such characteristics as training or knowledge, access to systems or information, language ability, and interpersonal traits. Examples of agent skills include the following: speaks Spanish, knows about widget ‘‘X,’’ can handle complaint calls, has access to a database, etc.

A maximum of four agent skills can be assigned to any one agent. If an agent has multiple skills, a single skill group can be created for each set of skills. Agent skills are assigned to agents by completing the Agent Login ID form (see the "ACD Login ID Dialing" section later in this chapter).

It is recommended, though not mandatory, that you create a separate skill hunt group for direct agent calls. Direct agent calls are queued to the first primary skill

Issue 4 September 1995 10-11