Basic Call Vectoring

For this example, let’s suppose first that a caller would like to hear information concerning car loans. Let’s also assume the call is queued to split 1 (Step 2) and that vector processing proceeds to Step 6. In such a case, the converse-on split command in this step delivers the call to the converse split if there is a queue for the split and the queue is not full, or if a VRU port is available. (Otherwise, vector processing continues at the next vector step.) When the VRU port responds, the step then outpulses VDN 1040 to the VRU via the passing vdn parameter included in the command. In turn, the VRU executes the “car loans” voice response script for the caller. Note that it is important to provide a feedback step prior to the converse-on step in case there is a delay in reaching an available converse split port. In this example step 5 provides music for this purpose.

Now, let’s suppose another caller wants information concerning equity loans. In such a case, if everything proceeds according to form, VDN 1041 is outpulsed to the VRU, which in turn executes the ‘‘equity loan’’ voice response script for the caller.

In either case, while interaction with the VRU is taking place, the call remains in the appropriate split’s queue (split 1 in this example). If an agent answers the call while the voice response script is being executed, the voice response script is interrupted, the line to the VRU is dropped, and the caller is connected to the available agent. Once a voice response script starts, no further vector steps are executed until the voice response script is completed.

NOTE:

Refer to Appendix H for a detailed explanation of the call flow for converse—VRI ca lls.

Besides VDN extensions, the converse-on split command can outpulse to the VRU calling party extensions, collected (inputted) caller digits (if Call Prompting is enabled), Expected Wait Time (if Advanced Vector Routing is enabled) call queue positions, a string of a maximum of six digits or asterisks, a pound sign (#), or nothing. Further details are included in Chapter 5, "Call Prompting", Chapter 6, "Advanced Vector Routing" and in Appendix A, "Call Vectoring Commands".

NOTE:

In the previous example, the calls-queuedcondition in the second goto step (Step 4) in effect serves as a checkpoint for determining whether or not there is enough time for the voice response script (activated by the converse-onstep) to be executed. Specifically, if five or more calls are queued to split 1, it is considered feasible to execute the voice response script.

Routing Calls

Basic Call Vectoring offers several means of routing telephone calls, as follows:

Queuing calls to ACD splits

4-10Issue 4 September 1995

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AT&T 555-230-520 manual Routing Calls