AT&T 555-230-520 manual Vector Processing, Vector Directory Number

Vector Processing

be programmed to route to an ACD split comprised of agents who are proficient in handling several types of calls.

Call Vectoring takes the DNIS number from the network and interprets this number as a VDN. When the call is delivered to the agent terminal, the unique name assigned to the particular VDN is displayed on the agent’s terminal. This allows the agent to know the specific purpose of the call. As a result, the agent can answer with the appropriate greeting and be immediately prepared to service the customer.

Vector Processing

If Call Vectoring is in effect, telephone calls are processed by one or more programmed sequences of command steps called vectors.

The following sections provide a general overview of vector processing. To this end, the following topics are discussed:

■Vector Directory Number (VDN)

■Vector control flow

■Programming capabilities

Vector Directory Number

Within Call Vectoring, calls access the appropriate vector(s) via a Vector Directory Number (VDN). A VDN is a ‘‘soft’’ extension number that is not assigned to an equipment location. In effect, the digits dialed by a caller or sent to the DEFINITY system from an external network are translated within the system as a VDN.

The VDN points to the vector, and it defines the service desired by the caller. The VDN also serves as the application number, and it allows for specific call- handling and agent-handling statistical reporting within both the DEFINITY Basic Call Management System (BCMS) and the CentreVuTM Call Management System (CMS) for each application handled by the call center.

VDNs are assigned to different vectors for different services or applications that require specific treatments. Any number of VDNs can be assigned to the same vector. As a result, the same sequence of treatments can be given to calls that reach the PBX/ACD via different numbers or from different locations.

The VDN has several properties. These properties are administered by the System Manager on the Vector Directory Number administration form.

Issue 4 September 1995 3-7