AT&T 555-230-520 manual Command Summary

Vector Processing

■Routing calls. Calls not immediately answered by an agent can be queued to one or more splits, as explained earlier in this chapter. A caller can also leave a recorded message if he or she chooses to do so. Finally, a call can be routed to a number programmed in the vector or to digits collected from the caller.

■Branching/programming. Branches can be made from one vector step to another such step or to another vector. This can be done unconditionally as well as conditionally. Conditional branching is done according to a number of conditions (for example, number of available agents in a split, number of calls in a split queue, the number of the phone the call is made from, etc.). Finally, vector processing can be stopped when necessary.

■Collecting and acting on information. Optionally, touch-tone digits can be collected and serve as the basis for further vector processing (for example, a specific agent can be reached via touch-tone digit(s) entered by the caller).

■Executing VRU scripts. Voice scripts housed within a Voice Response Unit (VRU) can be executed for the caller. Voice scripts provide the caller with information or instructions, and the caller can often make an appropriate response thereto (by, for example, entering touch-tone digits).

Command Summary

This section lists and describes the commands used by the Call Vectoring features. The list is meant to help familiarize the reader with these commands. The commands are explained further in Chapter 4 through Chapter 9 and also in Appendix A.

■Adjunct Routing is available only when the CallVisor ASAI capabilities and Basic Call Vectoring are optioned. The command causes a message to be sent to an ASAI adjunct requesting routing instructions.

■Announcement provides the caller with a recorded announcement.

■Busy gives the caller a busy signal and causes termination of vector processing.

■Check-Backup Split conditionally checks the status of a split for possible termination of the call to that split. The command either connects to an agent in the split or puts the call into the split’s queue (at the specified queuing priority level) if the condition specified as part of the command is met. A call may be queued to up to three different splits simultaneously.

■Collect Digits allows the user to enter up to 16 digits from a touch-tone phone. An optional announcement may be played first.

■Converse-on Split integrates Voice Response Units (VRUs) with the DEFINITY switch. Specifically, the command allows voice response scripts to be executed while the call remains in queue, and it allows the passing of data between the DEFINITY switch and the VRU.

Issue 4 September 1995 3-13