AT&T 555-230-520 manual Main VDNs 1st Skill 2nd Skill 3rd Skill Vector, Vdn

Setting Up a Call Center

Customer/Call
Center Needs	Skill Name	Skill Number	UCD/ EAD	COR
Sales/Service	Sales/Service	3	EAD
Service/Claims	Service/Claims	4	EAD
Super Group/All	Super	5	EAD
Skills

5.On the switch, administer the VDNs. On the switch or in CMS: ACD Administration, change the VDN Skill Preferences and assign up to three skills to each VDN. See "EAS Worksheet #6: Skill Preferences Worksheet". Then assign a VDN Skill Preference (either 1st, 2nd, or 3rd) to each VDN to establish which skills are ‘‘primary,’’ ‘secondary,’’ or ‘‘tertiary.’’

6.On the switch or in CMS, assign a vector to each VDN.

The following tables illustrate a sample of the VDNs for the two previous numbered items:

Main VDNs	1st Skill	2nd Skill	3rd Skill	Vector
6543	Sales AZ	Sales Coast	Sales West	1
New policy AZ	13	10	1
6432	Sales CA	Sales Coast	Sales West	1
New policy CA	12	10	1
6321	Sales OR	Sales Coast	Sales West	1
New policy OR	11	10	1
6210	Service Coast	Service/ Claims	Service/Claim	2
Questions Coast	31	30	4
6123	Claims	Service/ Claims	Spanish Claims	2
Claims	2	4	53

VDN 6234

The caller can enter a generic VDN and be prompted. The following table illustrates prompting for Spanish callers, where callers would be prompted for type of service they require.

Prompting	VDN Accessed
Digit	From Vector	1st Skill	2nd Skill	3rd Skill	Vector
1	6651	Spanish Sales	Spanish		3
		51	50
2	6652	Spanish Service	Spanish		3

J-12Issue 4 September 1995