AT&T 555-230-520 manual Fundamentals of Call Vectoring, Call Management

Fundamentals of Call Vectoring 3

Introduction

The manner in which a call is processed depends upon a number of components within both the DEFINITY System and the Call Vectoring software. Some of these components include the following:

■Resources available to process a call (for example, agents, splits, software, hardware)

■Vector control flow

■Commands used within the relevant vector(s)

A prudent utilization of these components will produce an effective means of processing telephone calls. This chapter discusses these components, which constitute the fundamentals of Call Vectoring.

Call Management

When a call is placed to a PBX with Call Vectoring activated, the call accesses the appropriate vector(s) via a Vector Directory Number (VDN). A VDN is a ‘‘soft’’ extension number not assigned to an equipment location. Each VDN maps to one vector, and several VDNs may map to the same vector. (The VDN is fully discussed later in this chapter).

Once the call goes to a vector, the call’s routing and treatment are determined by the commands in the vector. Processing starts at the first step and then proceeds usually sequentially through the vector. Any steps left blank are skipped, and the process automatically stops after the last step in the vector.

Issue 4 September 1995 3-1