AT&T 555-230-520 manual Phase 1 Queuing a Call to the Main Split, Queuing Call to Main Split

Tutorial

phases until a final ‘‘complete’’ vector is constructed. As each phase is presented, you are introduced to one or more new vector commands and/or approaches to vector processing. While it is not practical to present all such commands and approaches along the way to constructing a single ‘‘final’’ vector, those presented in this tutorial should allow you to get a good grasp of how to use Call Vectoring.

Phase 1: Queuing a Call to the Main Split

If a call cannot be immediately answered by an agent (or operator), the call is usually queued until an agent becomes available. A call can be connected to an available agent or queued via the following vector:

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		CALL VECTOR
Number: 27		Name: base
Basic?y	EAS?n	G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?n	LAI?n	G3V4 Adv Route?n

01 queue-to main split 5 pri l

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Figure 2-4. Queuing Call to Main Split

If an agent is available, the queue-to main split command automatically sends the call to the agent without queuing the call. However, if no agent is available, the command queues the call to the main split (or group) of agents. Once the call is sent to the main split queue, the call remains there until either it is answered by an agent or some other treatment is provided.

Each call queued to a split occupies one queue slot in that split. Calls are queued sequentially as they arrive according to the assignment of the priority level. In our vector, note the priority level low is assigned to the call. The priority level establishes the order of selection for each call that is queued. A call can be

2-6Issue 4 September 1995