AT&T 555-230-520 manual Actions Produced by Vector #2

Call Vectoring/Non-EAS Option

■2 = Service

■3 = Spanish

■4 = Claims

■Nothing or 0 = Service

2.Queue the call.

3.Provide an announcement to the caller.

10.Actions Produced by Vector #2:

1.Queue the call to the correct service at a medium priority.

2.If no agents are available, provide a message and then play music.

3.If the call is not answered within 10 seconds, provide a second message and then play music.

4.If the call is not answered within 7 more seconds, queue the call to the Service split.

5.If the call is not answered within 7 more seconds, queue the call to the Spanish split at a high priority.

NOTE:

In G3, a check-backup split command queues the call to up to three splits if the conditions are met. If the conditions are not met, the check-backup split command may not get read again (if the vector step in which it appears is not executed again).

11.In CMS: Dictionary, assign names to the splits, VDNs, and vectors.

12.Once your system is up and operational, you will need to monitor it to ensure you are meeting your call center objectives. CMS can be used to monitor many of your objectives. See for more details. Some objectives will need to be monitored and have adjustments made in real time. For example, if the number of calls waiting, average speed of answer, or percent answered within a service level is not meeting your objectives, you might want to immediately move some agents, direct calls to another vector, or look-ahead interflow some calls. Other items such as agent occupancy and percent all trunks busy may only need to be monitored daily to look for trends.

Issue 4 September 1995 J-5