Call Vectoring Applications
NOTE:
Exercise 1 in this section presents two solutions, one of which involves Call Prompting, which is discussed in Chapter 5.
Exercise 1: Emergency and Routine Service
Write a vector that does the following:
■Delivers the following message to handle emergency calls: "We are aware of the power outage in the northeastern part of the city. Crews have been dispatched. If you are calling for other reasons, please hold to see if an operator is available."
■Enables the caller to speak with an agent (if available) concerning a nonemergency matter.
Suggested Solution 1:
1.
2.announcement 4100 ("We are aware of the
power outage in the northeastern part of the city. Crews have been dispatched. If you are calling for other reasons, please hold to see if an operator is available.")
3.
4.goto step 10 if
5.
6.
7.announcement 4200 ("We’re sorry. All of our operators are busy. Please hold.")
8.
9.goto step 7 if unconditionally
10.disconnect after announcement 4200 ("We’re
sorry. All of our operators are busy at the moment. Please call back at your convenience.")
Figure 11-15. Emergency and Routine Service (Call Vectoring
Option)
In Step 2 of this vector, the announcement command provides the caller with the appropriate emergency information, and it invites the caller to hold if he or she wishes to speak with an operator on another matter. If the caller holds, the caller hears several seconds of ringback provided by the
