AT&T 555-230-520 manual Traditional ACD Call Processing

About This Document

Call Vectoring works hand in hand with and, more importantly, enhances traditional ACD call processing, which may be illustrated as follows:

TRUNK GROUP

I
N		DNIS1 DIGITS
C
O
M	INTERNAL STATION
I
N
G
C		TRUNK GROUP
A
L		DID2 DIGITS
L
S

N O N

P R I O R I T Y

P R I O R I T Y

ACD SPLIT
CALL QUEUE	A
	C
IDENTICAL	D
CALL TREATMENTS	A
FOR:	G
Time of Day	E
	N
Announcements
	T
Intraflow
	S
Interflow

1.Dialed Number Identification Service

2.Direct Inward Dialing

Figure 1-1. Traditional ACD Call Processing

As Figure 1-1illustrates, the traditional ACD approach is rather limited in the way it handles queued calls (that is, all calls within a specific queue receive identical announcements, intraflow parameters, etc.). Call Vectoring, on the other hand, is flexible in that it permits unique treatments for each call according to a number of factors, including the number the caller dials, the number the caller calls from, the number of calls in queue, and the time of day and/or day of the week. This even applies to all calls that are ultimately handled by the same agent group.

Call Vectoring is comprised of three basic components, including:

■Vector Directory Numbers

■Vectors

■Vector commands

1-2Issue 4 September 1995