AT&T 555-230-520 manual Insurance Agency/Service Agency

Insurance Agency/Service Agency

In Step 1 of this vector, the caller is instructed to enter 1, 2, or 3, depending upon the service (hardware, software, general) he or she desires. Thereafter, the adjunct routing command in Step 2 instructs the switch to send a Route request to the adjunct processor, which is connected to extension 2400. The Route request contains the called party number, the calling party number, and the digit collected in Step 1, along with the other pertinent information for adjunct routing (see Chapter 9). If one of these digits is not entered, and if the adjunct does not return a route, the call is eventually routed to the attendant (Step 7).

If the adjunct routing command in Step 2 succeeds, the adjunct uses the information included in the Route request to select the appropriate route for the call. Let’s assume the caller enters 1 and the adjunct routing command succeeds. In such a case, if the caller is judged to be a ‘‘prime’’ hardware customer, the call might be routed to one of a handful of specific agents who are assigned to handle such customers. On the other hand, if the caller is judged to be a ‘‘casual’’ hardware customer, the call might be routed to a larger group of ACD agents before being queued, or to an appropriate announcement.

Finally, let’s assume that the caller enters 1 and that the adjunct routing command fails. In such a case, the call is routed by the route-to number command in Step 4, probably to a vector that queues the call or provides an appropriate announcement.

Insurance Agency/Service Agency

Example 6 is an insurance company Call Center. It handles calls from: independent field agents; policy holders with claims; policy holders needing customer service; and several general service agency type 800 number client accounts. Each of the different types of calls has its own 800 number that routes the calls to associated VDNs. The following list describes the Call Center requirements.

■The independent field agents require fast service. They call the company to find out the latest rates for specific clients, to setup policies, to make adjustments, and so on. Often their clients are waiting as they call. Therefore the insurance company wants to maintain an Average Speed of Answer (rolling-ASA) of 30 seconds or less for field agent calls. These are the most important calls and are given high priority in queues.

■The calls to claims must be separated by area code. The claims agents receive different training based on the area of the country for the claim. A particular group of agents can be given training for more than one area code. Therefore, area codes do not need to be tested individually and can be grouped in Vector Routing Tables.

■The insurance company wants to give customer service callers an announcement indicating how long they can expect to wait for service.

Issue 4 September 1995 11-11