Call Vectoring Applications

Finally, suppose a third caller wants to open an account and that he or she enters 1 when prompted in the main vector. In such a case, Step 3 of the main vector is successful. Accordingly, the call is routed to VDN extension 1031, and vector processing continues in vector 31.

In Step 1 of vector 31, the call is queued to the main split. Thereafter, if necessary, Step 2 provides the appropriate announcement, and Step 3 provides a delay period. The announcement in Step 4 provides the caller with the option of leaving a recorded message for the mutual fund company instead of having his or her call wait in queue. (This is an example of the Message Collection application.) The caller is instructed to enter 1 if he or she wishes to leave a recorded message. If the caller does not enter 1, the goto step command in Step 5 fails, and an announcement-wait cycle is implemented by Steps 6, 7, and 8 until the call is answered or abandoned. If the caller does enter 1 within 10 seconds, Step 5 passes control to Step 9. The messaging split command in Step 9 attempts to connect the caller to an AUDIX or Message Center split so that the caller can leave a message. If the connection is made, the caller first hears ringback and can then leave a message. If the connection is not made, the step is unsuccessful, and Step 10 provides an announcement indicating that a connection could not be made. Thereafter, the goto step command in Step 11 sends call control back to Step 6, which is the first step of the aforementioned announcement-wait cycle.

Distributed Call Centers

Example 4 involves two distributed call centers, one in New York and the other in Denver. Calls to the New York call center are queued to up to two splits. If calls remain unanswered for a period of time, a Look-Ahead Interflow call attempt is made to the Denver call center. If there are 10 or fewer queued calls in Denver, the Look-Ahead call attempt is accepted and serviced there. Otherwise, the call is denied and remains in queue in New York until an agent becomes available. The following two vectors illustrate this procedure.

11-8Issue 4 September 1995

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AT&T 555-230-520 manual Distributed Call Centers