Benefits of Call Vectoring
Issue 4 September 1995 2-17
Call Routing Queue calls to up to three splits simultaneously,
consequently improving the average speed of
answer and agent productivity.
4-10, 11-1,
11-4
Implement routing to local or distant destinations. 4-13, 5-1, 5-2,
8-2, 11-2, 11-3,
11-4, 11-5
Connect callers to a voice-mail or messaging system
either automatically or at their request. 4-11, 4-12, 11-
3, 11-5
Reduce call transfers by accurately routing callers to
the desired destination. 5-1, 5-2, 11-3
Provide up to four ACD queuing p riority levels and
the ability to change th e queuing priority dynamically,
as a result, providing faster service for selected
callers.
11-1, 11-3, 11-
4
Reduce ag ent and/or attendant staffing requirements
by: (1) automating some tasks; (2) reducing caller
hold time; (3) having agents in one split service
multiple call types.
4-4, 4-5, 5-1,
5-11, 5-12, 11-
2, 11-3
Intelligently balance ACD call loads across multiple
locations. 8-2, 8-3, 8-5,
11-5
Determine the expected wait time in ACD q u eues. 6-3, 6-5
Limit the number of simul tane ous incoming trunk
calls to a VDN. 6-7
Route calls based on the caller’s ANI or the type of
the originating line. 7-1, 7-3, 7-4
Information
Collection Provide customized and/or personalized call
treatment via information collect ion and messaging. 5-1, 5-6, 5-11,
11-2, 11-3, 11-
5
Collect information for use by an adjunct or by agent
display. 5-7, 11-5
Table 2-1. Benefits of Call Vectoring
Category Call Vectoring Benefits Figure