AT&T 555-230-520 manual Network

Call Vectoring Applications

NETWORK

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Caller with broken washer or dryer

VDN 1102	VDN 1103	VDN 1202	VDN 1203
Washer-English	Dryer-English	Washer-Spanish	Dryer-Spanish
Skills: 31, 30, 40	Skills: 32, 30, 40	Skills: 41, 40	skill: 42, 40

VECTOR 1:

1.queue-to main skill 1st pri m

2.announcement 1150

3.check-backup skill 2nd pri m if unconditionally

4.wait-time 10 secs hearing music

5.check-backup skill 3rd pri m if unconditionally

VECTOR 2:

1.queue-to main skill 1st pri m

2.announcement 1250

3.check-backup skill 2nd pri h if unconditionally

4.wait-time 10 secs hearing music

5.check-backup skill 100 pri m if unconditionally

Figure 11-10. Example 6: Warranty Service Call Center (Part 1)

The second figure shows how the vector-processed call is directed to the appropriate call queue. The figure also shows how the call is directed to the appropriate agent(s). The agent Skills are indicated below each agent’s name. Dashed lines indicate backup or secondary Skills.

NOTE:

Only a small sample of agents is shown in this figure.

11-18Issue 4 September 1995