AT&T 555-230-520 manual Split Hunt Group Agent Extensions, Actions Produced by Vector #1

Setting Up a Call Center

On a G3 system, more than four splits can be assigned to an agent; however, the agent can log into a maximum of four splits. An agent assignment to splits can be changed in CMS: ACD Administration: Move Extensions Between Splits if the agent is logged off.

The following table illustrates the assignment of agent extensions to splits:

Split (Hunt Group)		Agent Extensions
1	- Sales	1231, 1232, 1233,
		1234, 1235, 1236,
		1237, 1238, 1239
2	- Service	1231, 1232, 1234,
		1238, 1239, 1240
3	- Spanish	1238, 1240, 1245
4	- Claims	1238, 1239, 1240,
		1241, 1242

8.On the switch or in CMS: ACD Administration: VDN Assignments, assign a vector to each VDN (see the following table).

A VDN can point to only one vector. However, a vector can have more than one VDN pointing to it.

The following table illustrates VDN/vector assignments.

VDN	Vector
6543	1	(Sales)
6432	2	(Service)
6321	3	(Spanish)
6210	4	(Claims)

9.On the switch or in CMS: ACD Administration: Vector Contents, write your

vectors. See "Non-EAS Worksheet #4: Vector Design Worksheet".

Your vectors should match your call center objectives. To meet these objectives, you must make a number of relevant decisions (for example, you may decide how soon you want to enlarge an agent pool or what kind of treatment the caller should receive). If your VDN and vector reports do not satisfy your call center objectives, you must consider your alternatives (for example, you may deem it necessary to train agents or to increase the amount of time elapsed from when a call queues to one split and then to another split).

The following lists indicate the actions produced by two different vectors:

Actions Produced by Vector #1:

1.Tell the caller to select one of the following prompts:

■1 = Sales

J-4Issue 4 September 1995