AT&T 555-230-520 manual Termination vs. Stopping, Programming Capabilities

Fundamentals of Call Vectoring

Each of these control flow types is fully described in the upcoming chapters.

NOTE:

Call Vectoring has an execution limit of 1,000 steps. Once a call enters vector processing, a ‘‘loop ounter’’c keeps track of the number of vector steps executed. If the loop counter exceeds 1,000, a stop command is executed.

NOTE:

An implicit wait of one second is provided after every seven vector steps if vector processing is not suspended during any one of these steps (see the wait-timecommand manual pages in Appendix A, "Call Vectoring Commands").

Termination vs. Stopping

For the purposes of this guide, the expression vector processing terminates means a call has completely left vector processing. This occurs when the call is alerting at an agent’s station, is abandoned by the calling party, receives a forced disconnect or a forced busy, or is successfully routed to an extension or to an off-premises number.

It is important to differentiate between vector processing termination and stopping, the latter of which is caused by the stop command or by the execution of the final step in the vector. Whereas vector processing termination removes the call from the queue if the call is queued, the stop command prevents the processing of new vector steps but leaves the call in queue as the calling party receives feedback, such as ringback. If vector processing stops and the call is not queued, the call is dropped.

Vector processing termination and the stop command are discussed and illustrated later in this guide.

Programming Capabilities

The Call Vectoring commands can perform a number of functions relevant to processing telephone calls. A brief explanation for each of these functions follows.

■Providing call treatments. The caller can be provided with a recorded announcement explaining that, at the moment, an agent cannot answer the call for some reason (for example, there are no agents available, the work day is over, etc.). Announcements also provide the caller with instructions and encouragement. Also, audible feedback (silence, ringback, system music, or an alternate audio or music source) or a busy tone can be provided to the caller. Provisions can also be made to delay vector processing a specific number of seconds before the next vector step is executed. Also, when necessary, the call can be disconnected. Finally, a session with voice mail (AUDIX) can be initiated.

3-12Issue 4 September 1995