Index
Symbols
#sign, 5-17,A-37,A-38dialed ahead digits, 5-17
#sign with digits, A-33
* symbol
dial-ahead digits, A-33dialed ahead digits, 5-17
* with digits, A-33
A
abbreviated dialing special characters route-to,A-68,A-70
ACD agent login ID form, 10-22
active VDN, 3-10adapting
to a long wait, 2-16
to changing call traffic, 2-16adjunct routing
considerations, C-4function, 9-1
hardware and software requirements, B-6relationship table for treatment and goto steps, 9-5 with call prompting, 9-1
with look-ahead interflow, 9-1adjunct routing command, 1-6,3-13,A-15
cancelling ASAI route request, A-17neutral vector command, 8-8,A-19requirements, 1-6success/failure criteria, A-82syntax, A-15
troubleshooting, D-3administering
VDN skills, 10-7
advanced vector routing, 1-5,6-1expected wait time, 6-2
hardware and software requirements, B-4rolling average speed of answer, 6-10VDN calls, 6-12
agent login ID
associated capabilities, 10-23form, 10-22
agents available
definition, 3-4direct, 1-4logical, 1-4,10-2
matching talents with needs of caller, 10-1optimal utilization, 8-1
staffed definition, 3-4
when available, 2-6when not available, 2-6
ANI routing, 7-1
calling party number, 7-2function, 7-1
use in North America, 7-2ANI/ii-digits
hardware and software requirements, B-5ANI/ii-digits routing, 1-5
ANI routing, 7-1requirements, 2-4
announcement command, 3-13classifications of, 4-3
differences between G2 and G3, E-6example, 4-4,4-5,4-7
neutral vector command, 8-8,A-23success/failure criteria, A-82syntax, A-22
troubleshooting, D-4announcements, A-22
example, 4-4,4-5
answer supervision considerations adjunct routing, A-18announcement, A-23
busy, A-24check-backup,A-28collect digits, A-34converse-on,A-39disconnect, A-46goto step, A-53goto vector, A-59messaging, A-61queue-to,A-65route-to,A-71stop, A-76wait-time,A-79
answering agent’s display, 8-11application
example
adjunct routing, 11-10,11-20ANI routing, 11-11automated attendant, 11-4
basic call vectoring, 11-2,11-5,11-8,11-10,11-11,11-15,11-20
call prompting, 11-4,11-5,11-10,11-11,11-20customer service center, 11-2
data in/voice answer, 11-5data/message collection, 11-5distributed call centers, 11-8
DIVA and data/message collection, 11-5expected wait-time,11-11
expert agent selection, 11-15,11-20help desk, 11-10
insurance agency/service agency, 11-11look-ahead interflow, 11-8
resort reservation service, 11-20
