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