AT&T 555-230-520 manual Example 5 Help Desk

Call Vectoring Applications

Accordingly, the call is removed from the main split queue in New York, and control is passed to the Denver switch, where vector processing continues at Step 4.

If the receiving switch does not accept the Look-Ahead Interflow call attempt, control is passed to Step 6 of the sending vector. This step then queues the call to split 2 at a medium priority, provided that there are fewer than five calls queued in that split. Thereafter, the customary announcement-wait sequence is implemented (Steps 7, 8, and 9). Finally, if necessary, Step 10 sends control back to Step 5, which makes another Look-Ahead Interflow attempt, and the cycle is repeated.

NOTE:

To avoid confusing the caller, the treatment provided at the receiving switch should be consistent with the treatment provided at the sending switch. In Example 4, note that the caller hears music (and never ringback or silence) at the sending switch. Accordingly, music should be (and, in our example, is) featured at the receiving switch.

Help Desk

Example 5 involves a help desk at a computer firm. The help desk is configured into three groups. One group handles hardware problems, the second group handles software problems, and the third group handles general problems. For this application, the information provided in the ASAI Route request (that is, calling party number, called number, collected digits) is used to route the call to the most appropriate agent. Such an agent might be the one that last serviced the caller, or it might be the next available agent for the specific caller. Also, based on switch traffic conditions and the caller-entered digit, the call can be diverted to other destinations, such as other ACD splits, announcements, or switches/PBXs.

The following vector illustrates the help desk application:

1.collect 1 digits after announcement 4704

(‘‘Welcome to the TidyBits Computer Corporation help desk. If you have a question about hardware, please dial 1.

If you have a question about software, please dial 2. If you have a general question, please dial 3.’’)

2.adjunct routing link 2400

3.wait-time 4 seconds hearing ringback

4.route-to number 3710 with cov y if digit = 1

5.route-to number 3720 with cov y if digit = 2

6.route-to number 3730 with cov y if digit = 3

7.route-to number 0 with cov n if unconditionally

8.stop

Figure 11-5. Example 5: Help Desk

11-10Issue 4 September 1995