Fundamentals of Call Vectoring
For a CO call, the caller hears CO ringback until one of the following vector steps is reached:
■Announcement (Caller hears the announcement.)
■Wait with system music or alternate audio/music source (Caller hears system music, or the music or audio associated with an administered port.)
■Call answered (Caller hears the agent or voice response answering the call.)
For a CO call for which answer supervision has already been supplied (via the processing of an announcement or the issuing of a
■Announcement when any announcement command is processed.
■Ringback, silence, system music, or an alternate audio/music source when a
■Busy when a busy command is processed.
■Ringback when the call is alerting a station.
Regardless of the call’s origin, the caller can expect to hear different forms of the feedback described in this section as the relevant vector steps are processed. Examples of how subsequent caller feedback is provided in the vector appear in Chapter 4, "Basic Call Vectoring" and in several of the following chapters.
Dialed Number Identification Service (DNIS)
In the traditional ACD arrangement, each agent in a given split is trained to answer calls relevant to one specific purpose in an efficient and professional manner. However, ACD managers have recognized the need to enhance this arrangement in which each split is limited to a single
To this end, there is now a split arrangement available in which each group of agents is proficient in dealing with several types of calls. The intent is to service multiple call types with the use of fewer agents overall and with less administrative intervention by the ACD manager. Usual economies of scale come into play here. For example, where five agents might be needed in each of three smaller splits (15 agents total) to handle three types of calls, only 11 or 12 agents might be needed in the combined split.
To aid in providing capabilities such as the one just presented, a network service known as Dialed Number Identification Service (DNIS) is available. DNIS enables a unique multidigit number that is based on the dialed number (of usually four digits) to be associated with the call (sent to a customer’s telephone, sent to a host computer with ASAI applications, used to provide different treatments for the call, etc.). The number that is sent depends upon the telephone number dialed by the caller. Each DNIS number in the customer’s telephone system can
