Call Vectoring Features

Call Vectoring Features

Call Vectoring provides the following features:

Basic Call Vectoring allows you to “p rogram” the type of processing that is given to a telephone call. You program by arranging a set of vector commands in the desired sequence. Depending upon the command, you can do the following:

Place the call in queue until an agent is available to answer the c all.

Provide a recorded information or delay announcement to the caller.

Allow the caller to leave a recorded message.

Access a Voice Resp onse Unit (VRU) so that a script can be started.

Call Prompting allows you to collect digits and give some call control to the caller. Specifically, this feature allows the caller using a touch-tone or an internal rotary phone to enter digits that are subsequently processed by the vector. Among other tasks, Call Prompting allows the caller to do the following:

Select one or more opti ons from a menu in order to access recorded information provided by the call center or be routed to the correct split or agent.

Enter an extension to which a call can be routed.

Provide the call center with caller entered data (such as a credit card number) that the center can use to process the call. This data also can be displayed on the agent’s voice terminal.

Advanced Vector Routing allows you to route calls based on three additional conditions:

— Rolling Average Speed of Answer for a split, skill, or VDN.

Expe cted Wait Time for a split (skill) or for a call.

The number of calls that are act ive in a specified VDN

ANI/II Digits Routing allows you to route calls based on:

The caller identity (ANI) or,

The type of line where the call was originated (II-digits).

Look-Ahead Interflow allows the call center to intelligently off-load some or all calls to another ACD switch. When this feature is enabled, a call arriving at a vector that is unable to handle the call (due to preset limits) can interflow to a switch in a remote location whenever the latter switch is able to receive the call. By using this feature, you can establish a “load balancing” of calls among multiple locations.

Issue 4 September 1995 1-5

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AT&T 555-230-520 manual Call Vectoring Features