AT&T 555-230-520 manual Example 6 Customer Service Vector

Call Vectoring Applications

The following vector will notify customer service callers of their expected wait time unless they will not have long to wait

VDN 1003 -- Customer Service Calls

1.goto step 10 if expected-wait for split 32 pri l > 600

2.queue-to main split 32 pri l

3.wait-time 20 seconds hearing ringback

4.goto step 8 if expected-wait for call > 40

5.announcement 1100

6.wait-time 40 seconds hearing music

7.goto step 5 if unconditionally

8.converse-on split 80 pri l passing wait and none

9.goto step 5 if unconditionally

10.disconnect after announcement 1400

Figure 11-8. Example 6: Customer Service Vector

In step 1, callers who would wait more than 10 minutes are routed to a “call back later announcement.” Step 4 routes callers to a Conversant VRU to be given the expected wait time announcement while they hold their place in queue.

The following vectors can be used to regulate the number of calls to service agency clients. In this example, Client 1 has contracted for 100 simultaneous calls while client 2 has contracted for only 50 simultaneous calls.

VDN 1004-- Client 1 Calls

1.goto step 3 if counted-calls to vdn 1004 <= 100

2.busy

3.queue-to main split 60 pri l

4.wait-time 20 seconds hearing ringback

5.announcement 12000

6.wait-time 60 seconds hearing music

7.goto step 5 unconditionally

VDN 1005 -- Client 2 Calls

1.goto step 3 if counted-calls to vdn 1005 <= 50

2.busy

3.queue-to main split 60 pri l

4.wait-time 20 seconds hearing ringback

5.announcement 12000

6.wait-time 60 seconds hearing music

7.goto step 5 unconditionally

Figure 11-9. Example 6: Service Agency Clients Vectors

11-14Issue 4 September 1995