AT&T 555-230-520 manual Caller Control, Call Queuing to Splits

Call Management

■Adjunct Routing allows the switch to request a routing destination from an adjunct processor via ASAI. When this feature is enabled, the switch sends the ASAI adjunct a message containing information about the calling party. The adjunct uses this information to determine, from its databases, the best place for the switch to send the call. The adjunct then passes this routing information back to the switch.

Each of these call control flow methods is fully discussed in the upcoming chapters.

Caller Control

Call Vectoring allows for the temporary transfer of call management control to the caller via several means, as follows:

■Caller-Selected Routing. If Call Prompting is enabled, the customer can prompt the caller to input information in the form of dialed digits from a touch-tone or local rotary telephone. (A recorded announcement is usually used for prompting purposes.) Once the caller inputs the digits, the call is efficiently and accurately routed to the correct department or destination. This procedure can significantly reduce the number of transferred calls and thus better satisfy the caller’s needs.

■Messaging is a means of satisfying customer demand during peak calling periods. The caller can leave a voice message for the customer in the event that the call cannot be or has not yet been answered. When messaging is enabled, control is eventually passed to the Audio Information Exchange (AUDIX) or message service split. AUDIX is a voice mail adjunct that allows a customer to record, edit, forward, and retrieve voice messages to and from callers.

Subsequent chapters discuss these procedures in more detail.

Call Queuing to Splits

Basic Call Vectoring is used primarily to control the call activity of ACD splits. Basic Call Vectoring can queue calls to up to three such splits simultaneously at any one of four priority levels. This process is called multiple split queuing. The first split to which a call is queued via this process is called the main split, while the second split and the third split (if necessary) are called backup splits.

Multiple split queuing serves to provide better service to the caller, and it also enables a better utilization of agents. A call remains queued until either vector processing terminates or the call reaches an agent or another destination.

(Vector processing termination is discussed later in this chapter.)

When an agent becomes available in any split to which the call is queued, the following events take place:

■ Call begins alerting the agent (or connects if it is automatically answered).

Issue 4 September 1995 3-3