AT&T 555-230-520 manual Super Agent Pool

Functions and Examples

Once the caller dials ‘‘555-5555,’’ the call enters the switch and is directed to VDN 5555, which points to our Call Prompting vector. At this point, vector processing begins. Step 1 provides ringback if the caller has to queue for the announcement in Step 2. The collect digits command in Step 2 first provides an announcement requesting the caller to dial ‘‘1,’’‘‘2,’’ ‘‘3,’’ or ‘‘4,’’ depending upon the caller need and the caller’s language speaking ability. If the caller dials a digit other than one of the four specified, each of the route-to...if digits commands in Steps 3 through 6 fails, and control is passed to the route-to...if unconditionally command in Step 7, which unconditionally routes the call to VDN 2222. This VDN is assigned the ‘‘Bilingual Emergency RoadService’’ skill and points to Vector 2, which is provided in the previous section.

On the other hand, returning to the collect digits step, let’s assume that the caller dials ‘‘4.’’ In such a case, Steps 3 through 5ailf because the required digit (‘‘1,’’ ‘‘2,’’ or ‘‘3,’’respectively) has not been dialed. Thereafter, control is passed to Step 6, where the route to...if digit command finds a digit match and consequently routes the call to VDN 4444. This VDN is assigned the ‘‘Bilingual Route Planning’’ skill and also points to Vector 2, which is provided in the previous section.

NOTE:

VDN Override applies to the skills assigned to the VDN. See "VDN Override" on page 3-9for more information.

Super Agent Pool

EAS allows a skill hunt group to function as a super agent pool. A super agent pool is a ‘‘backup’’ roupg of one or more agents that is able to handle many if not all types of calls coming into the application. In our auto club examples, Skill Hunt Group 99 (Supergroup) serves as a super agent pool. Also, you might recall that ‘‘99’’ appears as both a VDN skill and an Agent skill. However, a super agent pool can be assigned a skill hunt group number that is not assigned to a VDN skill. This can (and should) be done whenever the application requires four levels within the skill table distribution.

Issue 4 September 1995 10-15