AT&T 555-230-520 manual Delivering the Call to the Skill Queue

Functions and Examples

Delivering the Call to the Skill Queue

Now that we have defined and illustrated VDN skills and agent skills, we are ready to discuss (with the help of an example) how a call is delivered to a skill hunt group queue via vector processing.

The skills assigned to a VDN define the requirements in the vector for routing calls to an ACD agent with a particular set of skills. These skills become active for an ACD call whenever a queue-to main skill command is executed. The skills also become active whenever a check-backup skill command is executed and the threshold condition is met. Once a skill is active for an ACD caller, the call cannot be delivered to an available ACD agent unless the agent also has one of the active VDN skills. Take a look at the following figure.

PUBLISHED	VECTOR DIRECTORY
NUMBER
Route Planning (English)		NO.	SKILLS
		3333	33	44	99
555-3333

VECTOR 3

1.queue-to main skill 1st pri m

2.announcement 1234

3.queue-to main skill 2nd pri l

4.wait-time 10 secs hearing music

5.queue-to main skill 3rd pri h

VECTOR 2

1.queue-to main skill 1st pri h

2.announcement 4321

3.queue-to main skill 2nd pri h

4.wait-time 10 secs hearing music

5.queue-to main skill 3rd pri h

Figure 10-5. Process for Delivery of a Call to a Skill Queue

Let’s assume that an English-speaking caller needs information on ‘‘Route Planning’’ and dials the appropriate number (555-3333). In such a case, the call enters the switch and is directed to VDN 3333, which points to Vector 3. Once vector processing starts, the queue-to main skill command in Step 1 queues the call to the skill hunt group corresponding to the 1st VDN skill (33-Route Planning- English). If an agent with skill 33 is available, this agent answers the call. If such an agent is not available, the call is eventually queued to the skill hunt group corresponding to the 2nd VDN skill (44-Route Planning-Bilingual) by the queue-to main skill command in Step 3. This time, if an agent with skill 44 is available, this agent answers the call. If the call is still not answered, the call is eventually queued to the skill hunt group corresponding to the 3rd VDN skill (99- Supergroup) by the queue-to main skill command in Step 5.

Note that the figure also shows Vector 2. This vector would have been executed if a Spanish-speaking caller had called into the switch. Accordingly, the

Issue 4 September 1995 10-13