AT&T 555-230-520 manual Answer Supervision Considerations

Call Vectoring Commands

A call may be queued to up to three splits (skills) simultaneously. A call remains queued either until vector processing terminates (via a disconnect, busy, or route-tocommand, or via a dropped or abandoned call) or until the call reaches an agent. When an agent becomes available in any split (skill) to which the call is queued, the following actions take place:

■Call begins alerting the agent.

■Call is removed from any other queues.

■Vector processing terminates.

If the entered split (skill) is one of the splits (skills) to which the call is already queued, the call is requeued at the new priority level. If the priority level specified is the same as the priority level at which the call is queued, the call remains in the same position in queue. The step is skipped, and vector processing continues at the next step if any of the following conditions are true:

■Desired split’s (skill’s) queue is full.

■Desired split (skill) is not vector-controlled.

■Desired split (skill) has no queue and also no available agents.

■Call has been previously queued to three different splits (skills).

NOTE:

A route-toto another VDN can be used to remove the call from the splits it is queued to if necessary. The steps in the routed-to vector then can be used to queue to other splits.

Answer Supervision Considerations

Answer supervision is returned (if not already returned) when the call is connected to an answering agent.

Feature Interactions

The queue-to main split (skill) command can access a AUDIX/Message Center/Server split (skill) in cases where a VDN is assigned as a coverage point. To enable this function, the split (skill) must be assigned as a vector-controlled hunt group.

For Look-Ahead Interflow, the command can be considered either a call acceptance vector command or a neutral vector command.

The command is considered a call acceptance vector command whenever one of the following is true:

■Call terminates to an agent

■Call queues to a split (skill)

A-66Issue 4 September 1995