AT&T 555-230-520 manual

Call Vectoring/G3 EAS Option

(for example, you may deem it necessary to train additional agents or to increase the amount of time elapsed from when a call queues to one skill hunt group and then to another skill hunt group).

The following list indicates the actions produced by a vector:

1.Queue the call to the 1st main skill hunt group (Sales).

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 2nd main skill hunt group (Service).

5.If the call is not answered within 7 more seconds, queue the call to the 3rd main skill hunt group (Claims).

10.In CMS: Dictionary, assign names to the skills, VDNs, vectors, and loginIDs.

11.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-15