AT&T 555-230-520 manual Example 6 Field Agent Vector

Call Vectoring Applications

■The insurance agency is also selling spare call center capacity to client accounts. The account contracts are provided on the basis that only so many calls to a particular account will be accepted at any given time.

In this example, rolling ASA Routing is used to maintain the rolling ASA objective of 30 seconds or less for field agent calls. ANI Routing is used to partition calls based on area code and route the call to the appropriate claims agents. EWT Routing is used to notify customer service callers of their expected wait time if it is longer than 60 seconds. VDN Calls Routing is used to regulate the number of calls to service agency clients.

The following table shows the VDNs and vectors associated with each type of call.

Table 11-2. VDN Table for Insurance/Service Agency

Type of Service	VDN Number	Vector Number
Field Agents	1001	1
Claims	1002	2
Customer Service	1003	3
Client 1	1004	4
Client 2	1005	5

NOTE:

To clearly demonstrate the features described in this example, the sample vectors do not include tests for unstaffed or full queues, out of hours operation and so on.

The following vector could be used to maintain a rolling ASA of 30 seconds for field agent calls.

VDN 1001 -- Field Agent Calls

1.queue-to main split 10 pri h

2.goto step 6 if rolling-asa for split 10 <= 30

3.check-backup split 11 pri h if rolling-asa <= 30

4.check-backup split 12 pri h if rolling-asa <= 30

5.check-backup split 13 pri h if rolling-asa <= 30

6.announcement 10000

7.wait-time 40 secs hearing music

8.goto step 3 if unconditionally

Figure 11-6. Example 6: Field Agent Vector

11-12Issue 4 September 1995