AT&T 555-230-520 manual Resort Reservation Service with EAS, Placing the Reservation

Call Vectoring Applications

Resort Reservation Service (with EAS)

Example 8 deals with a resort company that places a variety of ads in magazines for information on a particular resort or state. Callers responding to these ads can dial one of several numbers provided in the ad. A call center makes the reservations for the resort company. To satisfy one request voiced by many callers to the service, an effort is made to have callers connected to an agent who has visited the resort they are interested in visiting. Also, the resort company has determined it is easier to sell additional sightseeing packages if the agent has a regional accent.

Placing the Reservation

To respond to an ad, the caller can dial a number that directly routes him or her to a VDN for that state’s resorts. As an alternative, the caller can dial the general number for the resort chain and be serviced via Call Prompting. The following sections discuss these methods.

Specific Number Dialing

The call center is set up in such a way that a VDN with an accompanying set of VDN Skill Preferences is assigned to each state that has a resort. For example, the following Skill Preferences are assigned to Texas VDN 3222:

Table 11-6. VDN 3222 Skill Preferences Assignments for the

Resort Reservation Service

		Texas VDN 3222 - Skill Preferences
1st:	30	Agent who has a Texas accent and has visited resorts
		in Texas
2nd:	31	Agent who has visited resorts in Texas
3rd:	130	Any agent who can take a reservation

The following figure shows how a call to VDN 3222 can be processed vis-a-vis Call Vectoring:

11-20Issue 4 September 1995