Setting Up a Call Center
J-4 Issue 4 September 1995
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 ta b le illustrates the assignm ent of age nt extensions to splits:
8. On the switch or in CMS: ACD Admini stration: VDN Assignments, assi gn 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 ta b le ill ustrat es VDN/ve c tor assignments.
9. On the switch or in CMS: ACD Administration: Vect or Cont ents, wri te 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 exampl e,
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 mu st consider your alternatives
(for example, you may d eem it necessary to train agents or to increase the
amount of time elapsed from when a c all q u e ues to one sp lit and then to
another split).
The following lists in d icate 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
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
VDN Vector
6543 1 (Sales)
6432 2 (Service)
6321 3 (Spanish)
6210 4 (Claims)