AT&T 555-230-520 - page 178

Expert Agent Selection

10-38 Issue 4 September 1995

Upgrading to a G3 EAS Environment

For informat ion about how to create a Call Cent er that uses EAS see "Call

Vectoring/G3 EAS Option" on page J-10. For information on converting a Call

Center to EAS, refer to Appendix K.

Contents

Main Table of Contents 1 2 iv 3 4 5 vi 6 7 8 9 viii 10 11 x A Page xii Page xiv B C xvi D E Call Vectoring and EAS F BCMS/CMS G H xviii I J K L M N GL IN About This Document Feature Availability What is Call Vectoring? 1-2 Page 1-4 What is Expert Agent Selection (EAS)? Call Vectoring Features 1-6 Contents and Organization of the Guide DEFINITY Ge n eric 3 Call Vectoring/Expert Agent Selection (EAS) Guide, Intended Audience and Use of the Guide References Tutorial Entering the Vector On-Line CentreVu Call Management System Release 3 Version 4 Administration, 2-2 Procedures for Basic Screen Administration Entering the Vector On-Line Issue 4 September 1995 2-3 Figure 2-2. Call Vector Form (Page 2 of 3) Figure 2-3. Call Vector Form (Page 3 of 3) 2-4 DEFINITY Communications System Generic 3 Version 4 Implementation, n y (yes) x Constructing a Vector: One Approach 2-6 Phase 1: Queuing a Call to the Main Split low top, high, medium, low Phase 2: Providing Feedback and Delay Announcement 2-8 Phase 3: Repeating Delay A nnouncement and Feedback sequential flow branching 2-10 Phase 4: Queuing a Call to a Backup Split if calls-queued < 5 wait- time Phase 5: Checking the Q ueue Capacity 2-12 Phase 6: Checking for N on-Business Hours 2-14 Benefits of Call Vectoring 2-16 Page Fundamentals of Call Vectoring Call Management 3-2 Call Flow conditional intraflow Caller Control Call Queuing to Splits Multiple split queuing backup splits multiple split queuing 3-4 Split Queue Priority Levels Agent Work Mode work mode After-Call-Work Mode Calling Party Feedback 3-6 Dialed Number Identification Service (DNIS) Vector Processing Vector Directory Number 3-8 GBCS Products Security Handbook VDN Override 3-10 VDN in a Coverage Path Service Observing VDNs DEFINITY Communications System Generic 3 Feature Description, goto step 6 if unconditionally Vector Control Flow goto vector 29 if staffed-agents in split 6 < 1 3-12 Termination vs. Stopping but leaves the call in queue stopping vector processing termination Command Summary 3-14 Condition Testing within the Commands false true Page Basic Call Vectoring 4-2 Providing Call Treatments treatment immediately Announcements 4-4 Delay Announcements forced announcement Forced Announcemen ts Information Announcements information announcement Delays with Audible Feedback 4-6 Multiple Audio or Music Sources Busy Tone Disconnect 4-8 Voice Response Scripts Page 4-10 passing vdn calls-queued Routing Calls Queuing Calls to ACD Splits Multiple Split Queuing multiple split queuing 4-12 Leaving Recorded Messages 4-14 Option with the VDN as the Coverage Point queued Sending Calls to a Vector-Programmed Num be r interflow Interflow 4-16 oldest call-wait in split 1 > 120 seconds messaging spli t calls-queued in split 1 > 10 Service Observing Service Observing FAC Vector 4-18 Branching/Programming Unconditional Branching Conditional Branching Stopping Vector Processing 4-20 implied stop Vector Chaining Call Prompting 5-2 Touch-Tone Collection Requirements DEFINITY Communications System Generic 3 Version 4 Implementa tion DEFINITY Communications System Generic 3 V2/V3 Implementatio n Call Prompting Digit Entry 5-4 Removing Incorrect Digit Strings fewer variable-length digit string Entering Variable-Length Digit Strings Entering Dial-Ahead Digits 5-6 Treating Digits as a Destination route-to number c ommand route to digits route-to Using Digits to Collect Branching Informatio n not-in goto Vector Routing T ables goto ...if 5-8 DEFINITY Communications System Generic 3 Version 4 Implementation DEFINITY Communications Syste m Generic 3 V2/V3 Implementation Page 5-10 Using Digits to Select Options Displaying Digits on the Agents Set x a, b, c, 1234567890 5-12 Passing Digits to an Adjunct Creating Service Observing Vectors Remote Access Service Observing Vector 5-14 User-Entered FAC and Extension Preprogrammed FAC and Exten sion Dial-Ahead Digits route-to dig it s, go t o. .. if d igits, 5-16 9 5 route-to digit s collect 5-18 ASAI-Requested Digit Collection ASAI-Provided Dial-Ahead Digits Advanced Vector Routing 6-2 Expected Wait Time (EWT) expected-wait EWT for a Split EWT for a Call Passing EWT to a VRU 6-4 The EWT Algorithm When to Use Wait Time Predictions Example 1 EWT Routing and Passing Wait to a VRU 6-6 Example 2 Notifying Callers of Wait Time Without a VRU Page 6-8 Example 3 Using EWT to Route to the Best Split Factors that Effect the Value of EWT Factors that Cause EWT for a Split Priority Level to Increase Factors that Cause EWT for a Split Priority Level to Decrease 6-10 Rolling Average Speed of Answer (ASA) Rolling ASA Split Calculation Rolling ASA VDN Calculation yes no Rolling ASA Considerations 6-12 VDN Calls Counted Calls counted-calls ANI and II-Digits Routing ANI Routing 7-2 ANI Routing Example Vector Routing Tables with ANI goto...if ani not-in 7-4 II-Digits Routing 7-6 II-Digits Routing Example 7-8 Look-Ahead Interflow route-to digits with coverage n Route-to number with coverage y or route-to digits with coverage y Route-to number with coverage n 8-2 Two Switch Configuration Sending Switch Operation 8-4 Receiving Switch Operation Page 8-6 Page 8-8 Tandem Switch Configu ration 8-10 Sending Switch Operation Tandem Switch Operation Far End Switch Operation DNIS and VDN Override in an LAI Environmen t Answering Agents Display 8-12 Originators Display no Look-Ahead Inte rflo w w ith AT &T Network Alternate Destination Redirection (ADR) 8-14 Adjunct Routing 9-2 Sending the Call Route Request DEFINITY Ge n eric 3 CallVisor ASAI Technical Re ference DEFINITY Co m munications System G en eric 3 Feature Description 1111 Effects of ASAI Link Failure on Vector Processing 9-4 goto step Awaiting the Response to the Call Route Request 9-6 Receiving and Implementing the Call Route 9-8 route-to with coverage wait-time, ann ouncement, goto, Multiple Outstanding Route Requests User Scenarios Expert Agent Selection 10-2 Logical Agent Identifying Caller Needs Page 10-4 DNIS/ISDN Called Party Call Prompting/VRU Digits Host Database Lookup converse- on skill Direct Agent Calling Administering Skills 10-6 DEFINITY Communications System Generic 3 Feature Description, DEFINITY C ommu nications Sy stem Generic 3 Implementation VDN Skills 10-8 443333 33 99 10-10 Vector Directory Number (VDN) Form DEFINI TY Communications System Generic 3 Implementation Call Vector Form DEFINITY Co m munications System Ge n eric 3 Implementation Agent Skills 10-12 DEFINITY Communications System Generic 3 Implementation Delivering the Call to the Skill Queue 443333 33 99 queue-to main skill 10-14 high check-backup skill, messaging skill, Procedure Using Call Prompting route-to...if dig its Super Agent Pool 10-16 queue-to main skill queue to main skill 10-18 Routing the Call to an Agent queue-to main skill, check-backup skill, messaging skill, Delivery from a Skill Hunt Group Page 10-20 Page 10-22 ACD Login ID Dialing Logical Agent DEFINITY Comm uni c a tions System Generic 3 V4 Implementation manual 10-24 Interactions Involving EAS Abbreviated Dialing Administration Without Hardwar e Agents in Multiple Splits Featur e 10-26 Agent Work Modes Assist Audible Message Waiting Auto-Available Skills Page 10-28 Call Pickup Class of Restriction Class of Service Dial Plan Look-Ahead Int e rflow Multiple Split Queuing OCM/EAS 10-30 Commands for OCM Predictive Calls Queue Status Indications Service Observing adjunct routing Page 10-32 Feature Requests Multiple Monitors Value Queries Event Notification Adjunct-Controlled Skills 10-34 AUDIX CMS (R3V2 and later releases) Speech-Processing Adjuncts EAS Agent LoginID Table 10-36 Page Page Call Vectoring Applications 11-2 Customer Service Center Page 11-4 Automated Attendant route-to number DIVA and Data/Message Collection Net asset values Account inquiries New accounts Call Vectoring Applications 11-6 Figure 11-3. Example 3: DIVA and Data/Message Collection Page 11-8 Distributed Call Centers Page 11-10 Help Desk 1, 2, succeeds route-to n um ber Insurance Agency/Service Agency 11-12 Page 11-14 Warranty Service (with EAS) 11-16 Page 11-18 NETWORK check backup skill check backup skill 11-20 Resort Reservation Service (with EAS) Placing the Reservation Specific Number Dialing General Number Dialing 11-22 passing digits Call-Back Provisions Vector Exercises 11-24 Exercise 1: Emergency and Routine Service queue-to collect digits after announcement 11-26 Exercise 2: Late Caller Treatment Page 11-28 queue-to main split command wait Exercise 3: Messaging Option queue-to main sp lit A Call Vectoring Commands A-2 Command Description/Reference Command/Option Summary A-4 Command Job Aid A-6 ~ s, ~ w, ~ Page A-8 Page Call Vectoring Commands A-10 Table A-7. Vectoring Commands Generic 3 Version 4 Command Job Aid Issue 4 September 1994 A-11 Table A-8. Vectoring Commands Generic 3 Version 4 Call Vectoring Commands A-12 Table A-9. Vectoring Commands Generic 3 Version 4 Command Job Aid Issue 4 September 1994 A-13 Table A-10. Vectoring Commands Generic 3 Version 4 A-14 Command Directory < > A A-16 Page A-18 route-to with coverage Page A-20 Page Page DEFINITY Commu nications System Gen eric 3 Feature Description BCMS/CMS Interactions Page Page A-26 Check-Backup Comm and Page A-28 less than check-backup split (skill) disconnect, check-backup split (skill) check-backup A-30 Page A-32 collect dig its collected route-to...if digits goto...if digits route-to digit s A-34 Converse-on Command A-36 if digits Prompt and collect prompt and collect A-38 prompt and collect data_1 data_2 A-40 Page A-42 Page A-44 Page Page Page Page Condition = counted-calls: Condition = expected-wait: A-50 Page A-52 Page Page Condition = rolling-asa: Condition = counted-calls: Condition = expected-wait: A-56 Page A-58 32 t 2nd 3 Page Page Messaging Command A-62 none messaging split (skill) A-64 Queue-to Main Command A-66 disconnect, busy Page Page Route-to Command A-70 route-to number ... if digit ~p ~w route-to dig its ~ ~s A-72 Coverage route-to with cov n coverage yes A-74 route-to with coverag e y route-to with cov y route-to with coverage n Page A-76 with coverage yes Page Page Wait-time Command Multiple Audio/Music Sources Syntax (G3V4 and later releases): 0 through 8 0 through 998 A-80 Page A A-82 Page A-84 Page A-86 B Call Vectoring Management Implementation Requirements for the Call Vectoring Features DEFINITY C ommun ications System Generic 3 Implementation B-2 DEFINITY Communications System Generic 3 Feature Descript ion B-4 Page B-6 Enabling the Vector Disconnect Timer DEFINITY Co m munications System G en eric 3 Implementation DEFINITY Communications System Generic 3 Implementation Upgrading to a Call Vectoring Environment Changing and Testing the Vector B-8 DEFINITY Co m munications System Ge n eric 3 Implementation C Considerations for the Call Vectoring Features Basic Call Vectoring Considerations C-2 goto vector Call Prompting Considerations collect Look-Ahead Interflow Considerations C-4 Adjunct Routing Considerations VDN Return Destination Considerations C-6 User Scenario Remote Access with Host Provided Security Page C-8 User Scenario Saving in Trunk Facilities Between Call Centers D Troubleshooting Vectors Unexpected Feature Operations D-2 route-to with coverage yes Unexpected Command Operations D-4 queue-to main D-6 # * Page D-8 messaging split none Converse Command Debugging D-10 Page D-12 Tracking Unexpected Vector Events Category Vector Display Events Form enter command Display Events Report D-14 Summary of Vector Events Page D-16 collect 541 522 520, 521 Page D-18 adjunct routing ste p time-of-day Page D-20 Page D-22 messaging Page E Functional Differences for G2 and G3 Call Vectoring and EAS Differences in Command Function E-2 Queue-to Main Split and Check-Backup Split check backup check backup split queue to E-4 Goto Step and Goto Vector check- backup goto Route-to Number ~p, ~w, ~W, ~m , # * ~s E-6 Announcement DEFINITY Communications System Generic 3 Feature Description, Wait-time Busy E-8 General Call Vectoring Functional Differences queue to main split check backup Page E-10 Differences in Defining/Interpreting Split Flows check backup split R3 CMS Standards R2 CMS Standards requeued E-12 only in the first split to which the call requeues Differences Between G2 and G3r EAS Page F Interactions Between Call Vectoring/EAS and BCMS/CMS F-2 BCMS/CMS Tracking in a Call Vectoring Environment BCMS Tracking Defining and Interpreting Call Flows R3 CMS, R2 CMS Busies and Disconnects VDN Inflows and Outflows F-4 R3 CMS and BCMS Standards Vector flow out Vector flow in Vector Inflows and Outflows Split Inflows, Outflows, an d Deq ueu e s R3 CMS and BCMS Standards F-6 R2 CMS Standards only in the first split to which the call requeues requeued Examples of Split Flow Tracking converse on split F-8 Page F-10 Page F-12 original new Evaluating Split Performance Page F-14 Using BCMS/CMS Reports to Evaluate Call Vectoring Activity CMS Reports Vector Flow In Vector Flow Out BCMS Reports DEFINITY Co m munications System Generic 3 Basic Call Management System (BCMS) Operations F-16 Using CMS in an EAS Environment Tracking Entities Agents and their Skills Direct Agent Calls Non-ACD Calls VDN Skill Preferences F-18 G G-2 Page G-4 Page H Detailed Call Flow for Converse VRI Calls H-2 Converse Call Placement converse- on Data Passing Prompt a nd collect H-4 Page H-6 VRU Data Collection Script Execution Data Return H-8 collect dig its Script Completion quit H-10 DEFINITY Switch Data Collection Page I Security Issues GBCS Product s Security Handbook Remote Access I-2 Front-Ending Remote Access route-to dig its route-to number Replacing Remote Access EAS Vector Initiated Service Observing Security J Setting Up a Call Center J-2 Call Vectoring/Non-EAS Option Page J-4 Page Page Call Vectoring/Non-EAS Option Issue 4 September 1995 J-7 Figure J-2. Non-EAS Worksheet #2: Current Split Operation Worksheet Non-EAS Worksheet #2 Current Split Operation Worksheet Page Call Vectoring/Non-EAS Option Issue 4 September 1995 J-9 Figure J-4. Non-EAS Worksheet #4: Vector Design Worksheet J-10 Call Vectoring/G3 EAS Option Page J-12 Page J-14 Page Page Call Vectoring/G3 EAS Option Issue 4 September 1995 J-17 Figure J-6. EAS Worksheet #2: Current Split Operation Worksheet EAS Worksheet #2 Current Split Operation Worksheet Page EAS Worksheet #4 Individual Agent Skill Worksheet Generic 3 Setting Up a Call Center J-20 Figure J-9. EAS Worksheet #5: Agent Skills Worksheet Generic 3 EAS Worksheet #5 Agent Skills Worksheet Generic 3 Page Setting Up a Call Center J-22 Figure J-11. EAS Worksheet #7: Vector Design Worksheet EAS Worksheet #7 Vector Design Worksheet K Converting a Call Center to EAS K-2 Step 1: Pre-EAS Cutover Administration for the G3V2 (or later) Switch Page K-4 Page K-6 Step 2: Pre-EAS Cutover Administration for CMS Step 3: Pre-EAS Cutover Administration for AUDIX Step 4: Pre-EAS Cutover Administration for Messaging Server Step 5: Pre-EAS Cutover Administration for ASAI DEFINITY C ommun ications Syste m CallVisor ASAI Planning Step 6: EAS Cutover K-8 mon bcms split release station x release mis busy station x release link n L V4 Feature Availability wait-time route-to n um ber L-2 M Improving Performance M-2 Looping Examples Audible Feedback M-4 Lookahead In terflow Page M-6 Check Backup Page M-8 Other Examples After Business Hours Lookahead In terflows M-10 Relative Processing Cost of Vector Commands M-12 N Issue 4 September 1995 N-1 Call Vectoring System Parameters G3iV1.1 and G3V2 System Parameters Table N-1. Maximum System Parameters for Call Vectoring/EAS for G3V2 G3V3 System Parameters 1. Table N-2. Maximum System Parameters for Call Vectoring/EAS for G3V3 G3V4 System Parameters Issue 4 September 1995 N-3 G3V4 System Parameters 1. Table N-3. Maximum System Parameters for Call Vectoring/EAS for G3V4 Glossary Issue 4 September 1995 GL-1 GL A GL-2 yes Issue 4 September 1995 GL-3 B GL-4 collect digi ts Issue 4 September 1995 GL-5 GL-6 collect digits coll ect di gi t s Issue 4 September 1995 GL-7 E F G H I GL-8 Issue 4 September 1995 GL-9 J K L M GL-10 messaging split route-to N O Issue 4 September 1995 GL-11 P goto route-to <extension> route-to VDN Q R T route-to Issue 4 September 1995 GL-13 U V GL-14 W X Y Z IN Index Symbols A IN-2 B C Page IN-4 D E F IN-6 G H I L M N O P Q R S T IN-10 U V IN-12 W