AT&T 555-230-520 manual Example 6 Warranty Service Call Center Part

Warranty Service (with EAS)

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

CALL QUEUES

AGENT QUEUES

1st	1st	2nd		3rd
Skill 31	Skill 32		Skill 30
Washers	Dryers		Laundry
Eng.	Eng.		Room
			Eng.

2nd	1st	1st		100
Skill 40			Skill 42
		Skill 41			Skill 100
Laundry		Washers	Dryers		Supervisors
Room		Bilingual	Bilingual		Bilingual
Bilingual

O O

---	- - -
---	- - -
---	- - -
	- - -

O O

---	- - -
---	- - -
---	- - -
	- - -

OO

---	- - -
---	- - -
---	- - -
	- - -

OO

---	- - -
---	- - -
---	- - -
	- - -

Sam:	Sue:	Jan:	Judy:
31P	32P, 30S	42P, 40P, 30S	100P

Figure 11-11. Example 6: Warranty Service Call Center (Part 2)

Let’s assume that a Spanish-speaking caller has a broken dryer and decides to call the warranty service call center. In such a case, the caller dials the appropriate number. The call then enters the network (switch) and is directed to VDN 1203, which points to Vector 2. As illustrated earlier, VDN Skill preferences 42 (dryers) and 40 (laundry appliances) are administered as the 1st and 2nd Skill preferences, respectively, for VDN 1203. (Recall also that these preferences are actually subpreferences under the Skill ‘‘Spanish.’’)

Once vector processing starts, the queue-to main skill command in Step 1 of Vector 2 queues the call to the Skill group corresponding to the first VDN Skill (42-Dryers Bilingual). If an agent with Skill 42 (Jan, for example) is available, this agent answers the call. If such an agent is not available, the appropriate delay announcement in Step 2 is played. Thereafter, the check backup skill command in Step 3 attempts to queue the call to the Skill group corresponding to the 2nd VDN Skill (40-Laundry Appliances Bilingual). Accordingly, if an agent with Skill 40 is available (Jan, for example), that particular agent answers the call. Otherwise, as a last resort, a wait period is provided in Step 4, and the check backup skill command in Step 5 checks the "specific" Skill (100-Supervisors Bilingual) for available agents.

Issue 4 September 1995 11-19