announcement provided in Vector 2 is in Spanish, whereas the announcement in Vector 3, which is executed in our example, is in English.
Note also that each of the queue-to main skill commands in Vector 2 queues the call at a high priority, whereas only one of the queue-to main skill commands in Vector 3 queues the call at this high a priority level. The strategy presented here is very valuable in cases where there is a limited number of bilingual agents in that such agents would be available to service callers who speak only Spanish more quickly.
VDN skills can also be used in check-backup skill, messaging skill, and converse-on skill commands. Within any of these commands, a specific skill number can be used instead of a VDN skill Preference, provided the relevant skill hunt group is correctly administered. For example, Step 5 might have read ‘‘queue-to main skill 99 pri h.’’ We will iscussd this concept further in the "Super Agent Pool" section.
Procedure Using Call Prompting
The procedure described in the previous section can be enhanced by using Call Prompting. For example, the user can dial a ‘‘general’’ telephone number whose VDN points to a Call Prompting vector.
Staying with our auto club example, recall that in Table 10-2we define ‘‘555-
5555’’ as the ‘‘general’’elephonet number for the service. Recall also that in Table 10-5we identify ‘‘5555’’ as the VDN for this tel phone number. Also, we indicate that VDN 5555 points to Vector 1.
Here’s an example of how Vector 1 might appear:
1.wait-time 0 seconds hearing ringback
2.collect 1 digits after announcement 5678 ("For emergency road service, dial 1.
Para asistencia con su automovil, marque el dos. For travel route directions, dial 3.
Para informacion sobre rutas, marque el cuatro.")
3.route-to number 1111 with cov n if digit = 1 (English Emergency Road Service VDN)
4.route-to number 2222 with cov n if digit = 2 (Bilingual Emergency Road Service VDN)
5.route-to number 3333 with cov n if digit = 3 (English Route Planning VDN)
6.route-to number 4444 with cov n if digit = 4 (Bilingual Route Planning VDN)
7.route-to number 2222 with cov n if unconditionally (Bilingual Emergency Road Service VDN)
Figure 10-6. Call Prompting Vector for the Auto Club
