AT&T 555-230-520 manual Phase 2 Providing Feedback and Delay Announcement

Constructing a Vector: One Approach

assigned one of four priority levels: top, high, medium, or low. Within a given split (the main split, in our vector), calls are delivered to the agent sequentially as they arrive to the split queue and according to the priority level assigned. Accordingly, calls assigned a top priority (if any) are delivered to an agent first, calls that are assigned a high priority are delivered second, etc.

Finally, note that the call is queued to Split 5. Split numbers range from 1 to 99 [G3i], from 1 to 24 [G3s PBP, G3vs PBP], and from 1 to 255 [G3r].

Phase 2: Providing Feedback and Delay

Announcement

In the last section, we mentioned that a call remains queued until an agent becomes available to answer the call. In the meantime, the caller would no doubt like to hear some feedback assuring him or her that the call is being processed. The following vector provides one solution.

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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
02	wait-time	10 seconds hearing ringback
03	announcement 2771

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Figure 2-5. Providing Feedback and Delay Announcement

NOTE:

Announcement 2771 could contain this message: ‘‘We’re sorry. All of our operators are busy at the moment. Please hold.’’

The wait-timecommand in Step 2 provides a delay of a specified number of seconds before the next vector step is processed. The time parameter may be

Issue 4 September 1995 2-7