AT&T 555-230-520 manual Contents and Organization Guide, Intended Audience and Use Guide

About This Document

To use Look-Ahead Interflow, Basic Call Vectoring and Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) must be enabled. Private Network Access (PNA) software may also be required.

■Adjunct Routing provides you with a means of evaluating calls before the calls are processed. Specifically, this feature allows a DEFINITY PBX to request instructions from an associated adjunct, which is a processor that performs one or more tasks for another processor (the switch, in this case). The adjunct makes a routing decision according to agent availability and/or caller information sent by the switch, and it returns the routing response to the switch. By using this feature, the call center ensures that each call is delivered to the appropriate destination.

To use Adjunct Routing, Adjunct Switch Applications Interface (ASAI) capabilities and Basic Call Vectoring must be enabled. Adjunct Routing can also be used in conjunction with Call Prompting and Look-Ahead Interflow.

Contents and Organization of the

Guide

The DEFINITY Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-520 discusses all facets of Call Vectoring and EAS.

The guide is organized as follows:

■Overview (Chapter 1)

■Tutorial (Chapter 2)

■Reference (Chapters 3 through 11, Appendices A through N)

■Glossary

■Index

The guide first concentrates on illustrating Call Vectoring principles (Chapters 1 through 9). Chapter 10 presents a thorough discussion of EAS, which builds on Call Vectoring. Chapter 11 presents several Call Vectoring and EAS applications. Finally, the appendices, Glossary, and Index provide information and references to both Call Vectoring and EAS topics.

Intended Audience and Use of the

Guide

The guide is intended primarily for personnel who opt to use Call Vectoring and/or EAS. You should use this guide as an information source for implementing Call Vectoring and/or EAS. A knowledge of Automatic Call Distribution (ACD) is assumed.

1-6Issue 4 September 1995