vector commands, each with one of the following conditions assigned and tested: available-agents,staffed-agents,calls-queued, oldest call-waiting, or time-of-day. When Advanced Vector Routing is enabled, additional conditions can be tested: rolling-asa, counted-calls, expected-wait. See Chapter 6, "Advanced Vector Routing" for more information. When ANI and II-Digits Routing is enabled, the ani and ii-digitsconditions can also be tested with a goto command. See, Chapter 7, "ANI and II-Digits Routing" for more information. If the command’s condition is not met, control is passed to the step that follows.
Conditional branching is illustrated in the following vector.
1.goto vector 100 if time-of-day is all 17:00 to all 8:00
2.goto vector 200 if time-of-day is fri 17:00 to mon 8:00
3.goto step 8 if calls-queued in split 1 pri l > 5
4.queue-to main split 1 pri l
5.announcement 4000
6.wait-time 60 seconds hearing ringback
7.goto step 5 if unconditionally
8.busy
Figure 4-16. Conditional Branching
In this vector, a conditional branch test statement appears in steps 1, 2 and 3. If the call is placed during non-business hours (between 5:00 p.m. and 8:00 a.m.) on any day of the week, the goto vector command in Step 1 routes the call to vector 100. However, if the call is placed during business hours, control is passed to Step 2, where the goto vector command there checks whether the call is placed during the weekend. If this is the case, the call is routed to vector 200. If not, control is passed to Step 3, where the goto step command checks for the number of calls queued to the main split. If the number of calls is greater than 5, control is passed to busy in Step 8. If the number of calls is 5 or less, the call is queued (Step 4). Thereafter, an announcement-wait cycle (Steps 5 through 7) is implemented until an agent answers the call or the call is abandoned.
Stopping Vector Processing
Basic Call Vectoring provides a specific command that stops vector processing. The stop command halts the processing of any subsequent vector steps. If a call is not queued when vector processing stops, the call is dropped and tracked as an “abandon” by the Call Management System (CMS) and/or BCMS. After the stop command is processed, any calls that are already queued remain queued, and any wait treatment (silence, ringback, system music, or alternate audio/music source) is continued.
