Index
Issue 4 September 1995 IN-5
delay with audible feedback,4-5
delay with multiple audio/music source feedback,4-6
dial-ahead digits,5-15, 5-16
disconnecting a call,4-8
distributed call centers application,11-9
DIVA and data/message colle ction application,11-6
emergency and routine service application,11-24,
11-25
expected wait tim e
for a call,6-3
for a split,6-2
routing and passing VRU wait,6-6
expected wait tim e routing
routing to the best split,6-8
field agent vector application,11-12
forced announcement,4-4
help desk application,11-10
ii-digits routing example,7-8
information announcement,4-5
late caller ap plication,11-27
leaving recorded messages,4-13, 4-14
messaging options application,11-29
multiple split queuing,4-11
notifying callers of wait-time without a VRU,6-7
passing digits to an adjunct,5-12
providing busy tone,4-7
receiving switch inflow vector,8-9
remote access service observing vector,5-13
return destination vector
with announcement,C-8
with disconnect,C-7
with remote access,C-6
rolling ASA routing,6-12
sending switch outflow vector,8-4
service agency clients application,11-14
service observing vector,5-14
skipping/non skipping of treatment command with
ASAI link d own,9-4
stopping vector processing,4-20
supplementary delay announcement,4-4
tandem switch vector,8-10
testing
for ANI in vector routing table,7-4
for digit,5-9
for digits in vector routing table,5-9
for digits not in vector routing table,5-9
treating digits as a destination,5-6
treatment step used as a delay for adjunct routing,9-6
unconditional branching,4-18
using digits to collect branching information,5-7
using digits to select options,5-10
VDN calls routing,6-13
vector for service o bserving ,4-17
example vector routing table
for ANI routing,7-4
for call prompting,5-8
example vector step
adjunct routing,A-15
announcement,A-22
check-backup,A-27
collect digits,A-31
converse-on,A-35
disconnect,A-46
goto step,A-51
goto vector,A-57
messaging,A-60
queue-to,A-64
route-to,A-68
wait-time,A-79
executing VRU scripts,3-13
expected wait time,6-2
algorithm,6-4
factors causing for split priority level to decreas e,6-9
factors effecting the value,6-9
for a call,6-3
passing to a VRU,6-3
when infinite,6-3
expert agent selection
adjunct and feature interactions,10-25
adjunct interactions,10-31
conversion
administration for,K-2
blocking of new incoming calls,K-8
considerat i on s p rior to,K-1
steps,K-1
steps for cutover,K-8
definition,1-4
feature interactions,10-25
function,10-1
loginID table,10-35
requirements,10-1
requires ACD,10-1
requires call vectoring,10-1
splits,10-1
tracking
agents and their skills,F-16
direct agent calls,F-16
for VDN skill preferences,F-17
non-ACD calls,F-17
upgrading to,K-1
upgrading to G3,10-38
using CMS,F-16
F
feature interactions
with adjunct routing,A-19
with announcement,A-23
with busy,A-24
with check digits,A-34
with check-backup,A-28
with converse-on,A-39