Main
Table of Contents
1
2
iv
3
4
5
vi
6
7
8
9
viii
10
11
x
A
Page
xii
Page
xiv
B
C
xvi
D
E
Call Vectoring and EAS
F
BCMS/CMS
G
H
xviii
I
J
K
L M
N
GL IN
About This Document
Feature Availability
What is Call Vectoring?
1-2
Page
1-4
What is Expert Agent Selection (EAS)?
Call Vectoring Features
1-6
Contents and Organization of the Guide
DEFINITY Ge n eric 3 Call Vectoring/Expert Agent Selection (EAS) Guide,
Intended Audience and Use of the Guide
References
Tutorial
Entering the Vector On-Line
CentreVu
Call Management System Release 3 Version 4 Administration,
2-2
Procedures for Basic Screen Administration
Entering the Vector On-Line
Issue 4 September 1995 2-3
Figure 2-2. Call Vector Form (Page 2 of 3)
Figure 2-3. Call Vector Form (Page 3 of 3)
2-4
DEFINITY Communications System Generic 3 Version 4 Implementation,
n
y (yes)
x
Constructing a Vector: One Approach
2-6
Phase 1: Queuing a Call to the Main Split
low
top, high, medium,
low
Phase 2: Providing Feedback and Delay Announcement
2-8
Phase 3: Repeating Delay A nnouncement and Feedback
sequential flow
branching
2-10
Phase 4: Queuing a Call to a Backup Split
if calls-queued < 5
wait- time
Phase 5: Checking the Q ueue Capacity
2-12
Phase 6: Checking for N on-Business Hours
2-14
Benefits of Call Vectoring
2-16
Page
Fundamentals of Call Vectoring
Call Management
3-2
Call Flow
conditional intraflow
Caller Control
Call Queuing to Splits
Multiple split queuing
backup splits
multiple split queuing
3-4
Split Queue Priority Levels
Agent Work Mode
work mode
After-Call-Work Mode
Calling Party Feedback
3-6
Dialed Number Identification Service (DNIS)
Vector Processing
Vector Directory Number
3-8
GBCS Products Security Handbook
VDN Override
3-10
VDN in a Coverage Path
Service Observing VDNs
DEFINITY Communications System Generic 3 Feature Description,
goto step 6 if unconditionally
Vector Control Flow
goto vector 29 if staffed-agents in split 6 < 1
3-12
Termination vs. Stopping
but leaves the call in queue
stopping
vector processing termination
Command Summary
3-14
Condition Testing within the Commands
false
true
Page
Basic Call Vectoring
4-2
Providing Call Treatments
treatment
immediately
Announcements
4-4
Delay Announcements
forced announcement
Forced Announcemen ts
Information Announcements
information announcement
Delays with Audible Feedback
4-6
Multiple Audio or Music Sources
Busy Tone
Disconnect
4-8
Voice Response Scripts
Page
4-10
passing vdn
calls-queued
Routing Calls
Queuing Calls to ACD Splits
Multiple Split Queuing
multiple split queuing
4-12
Leaving Recorded Messages
4-14
Option with the VDN as the Coverage Point
queued
Sending Calls to a Vector-Programmed Num be r
interflow
Interflow
4-16
oldest call-wait in split 1 > 120 seconds
messaging spli t
calls-queued in split 1 > 10
Service Observing
Service Observing FAC Vector
4-18
Branching/Programming
Unconditional Branching
Conditional Branching
Stopping Vector Processing
4-20
implied stop
Vector Chaining
Call Prompting
5-2
Touch-Tone Collection Requirements
DEFINITY Communications System Generic 3 Version 4 Implementa tion
DEFINITY Communications System Generic 3 V2/V3 Implementatio n
Call Prompting Digit Entry
5-4
Removing Incorrect Digit Strings
fewer
variable-length digit string
Entering Variable-Length Digit Strings
Entering Dial-Ahead Digits
5-6
Treating Digits as a Destination
route-to number c ommand
route to digits
route-to
Using Digits to Collect Branching Informatio n
not-in
goto
Vector Routing T ables
goto ...if
5-8
DEFINITY Communications System Generic 3 Version 4 Implementation
DEFINITY Communications Syste m Generic 3 V2/V3 Implementation
Page
5-10
Using Digits to Select Options
Displaying Digits on the Agents Set
x
a, b, c,
1234567890
5-12
Passing Digits to an Adjunct
Creating Service Observing Vectors
Remote Access Service Observing Vector
5-14
User-Entered FAC and Extension
Preprogrammed FAC and Exten sion
Dial-Ahead Digits
route-to dig it s, go t o. .. if d igits,
5-16
9
5
route-to digit s
collect
5-18
ASAI-Requested Digit Collection
ASAI-Provided Dial-Ahead Digits
Advanced Vector Routing
6-2
Expected Wait Time (EWT)
expected-wait
EWT for a Split
EWT for a Call
Passing EWT to a VRU
6-4
The EWT Algorithm
When to Use Wait Time Predictions
Example 1 EWT Routing and Passing Wait to a VRU
6-6
Example 2 Notifying Callers of Wait Time Without a VRU
Page
6-8
Example 3 Using EWT to Route to the Best Split
Factors that Effect the Value of EWT Factors that Cause EWT for a Split Priority Level to Increase
Factors that Cause EWT for a Split Priority Level to Decrease
6-10
Rolling Average Speed of Answer (ASA)
Rolling ASA Split Calculation
Rolling ASA VDN Calculation
yes
no
Rolling ASA Considerations
6-12
VDN Calls
Counted Calls
counted-calls
ANI and II-Digits Routing
ANI Routing
7-2
ANI Routing Example
Vector Routing Tables with ANI
goto...if ani
not-in
7-4
II-Digits Routing
7-6
II-Digits Routing Example
7-8
Look-Ahead Interflow
route-to digits with coverage n
Route-to number with coverage y or route-to digits with coverage y
Route-to number with coverage n
8-2
Two Switch Configuration
Sending Switch Operation
8-4
Receiving Switch Operation
Page
8-6
Page
8-8
Tandem Switch Configu ration
8-10
Sending Switch Operation
Tandem Switch Operation
Far End Switch Operation
DNIS and VDN Override in an LAI Environmen t
Answering Agents Display
8-12
Originators Display
no
Look-Ahead Inte rflo w w ith AT &T Network Alternate Destination Redirection (ADR)
8-14
Adjunct Routing
9-2
Sending the Call Route Request
DEFINITY Ge n eric 3 CallVisor ASAI Technical Re ference
DEFINITY Co m munications System G en eric 3 Feature Description
1111
Effects of ASAI Link Failure on Vector Processing
9-4
goto step
Awaiting the Response to the Call Route Request
9-6
Receiving and Implementing the Call Route
9-8
route-to with coverage
wait-time, ann ouncement, goto,
Multiple Outstanding Route Requests
User Scenarios
Expert Agent Selection
10-2
Logical Agent
Identifying Caller Needs
Page
10-4
DNIS/ISDN Called Party
Call Prompting/VRU Digits
Host Database Lookup
converse- on skill
Direct Agent Calling
Administering Skills
10-6
DEFINITY Communications System Generic 3 Feature Description,
DEFINITY C ommu nications Sy stem Generic 3 Implementation
VDN Skills
10-8
443333 33 99
10-10
Vector Directory Number (VDN) Form
DEFINI TY Communications System Generic 3 Implementation
Call Vector Form
DEFINITY Co m munications System Ge n eric 3 Implementation
Agent Skills
10-12
DEFINITY Communications System Generic 3 Implementation
Delivering the Call to the Skill Queue
443333 33 99
queue-to main skill
10-14
high
check-backup skill, messaging skill,
Procedure Using Call Prompting
route-to...if dig its
Super Agent Pool
10-16
queue-to main skill
queue to main skill
10-18
Routing the Call to an Agent
queue-to main skill, check-backup skill, messaging skill,
Delivery from a Skill Hunt Group
Page
10-20
Page
10-22
ACD Login ID Dialing
Logical Agent
DEFINITY Comm uni c a tions System Generic 3 V4 Implementation manual
10-24
Interactions Involving EAS
Abbreviated Dialing
Administration Without Hardwar e
Agents in Multiple Splits Featur e
10-26
Agent Work Modes
Assist
Audible Message Waiting
Auto-Available Skills
Page
10-28
Call Pickup
Class of Restriction
Class of Service
Dial Plan
Look-Ahead Int e rflow
Multiple Split Queuing
OCM/EAS
10-30
Commands for OCM Predictive Calls
Queue Status Indications
Service Observing
adjunct routing
Page
10-32
Feature Requests
Multiple Monitors
Value Queries
Event Notification
Adjunct-Controlled Skills
10-34
AUDIX
CMS (R3V2 and later releases)
Speech-Processing Adjuncts
EAS Agent LoginID Table
10-36
Page
Page
Call Vectoring Applications
11-2
Customer Service Center
Page
11-4
Automated Attendant
route-to number
DIVA and Data/Message Collection
Net asset values
Account inquiries
New accounts
Call Vectoring Applications
11-6
Figure 11-3. Example 3: DIVA and Data/Message Collection
Page
11-8
Distributed Call Centers
Page
11-10
Help Desk
1, 2,
succeeds
route-to n um ber
Insurance Agency/Service Agency
11-12
Page
11-14
Warranty Service (with EAS)
11-16
Page
11-18
NETWORK
check backup skill
check backup skill
11-20
Resort Reservation Service (with EAS)
Placing the Reservation
Specific Number Dialing
General Number Dialing
11-22
passing digits
Call-Back Provisions
Vector Exercises
11-24
Exercise 1: Emergency and Routine Service
queue-to
collect digits after announcement
11-26
Exercise 2: Late Caller Treatment
Page
11-28
queue-to main split command
wait
Exercise 3: Messaging Option
queue-to main sp lit
A
Call Vectoring Commands
A-2
Command Description/Reference
Command/Option Summary
A-4
Command Job Aid
A-6
~ s, ~ w, ~
Page
A-8
Page
Call Vectoring Commands
A-10
Table A-7. Vectoring Commands Generic 3 Version 4
Command Job Aid
Issue 4 September 1994 A-11
Table A-8. Vectoring Commands Generic 3 Version 4
Call Vectoring Commands
A-12
Table A-9. Vectoring Commands Generic 3 Version 4
Command Job Aid
Issue 4 September 1994 A-13
Table A-10. Vectoring Commands Generic 3 Version 4
A-14
Command Directory
< >
A
A-16
Page
A-18
route-to with coverage
Page
A-20
Page
Page
DEFINITY Commu nications System Gen eric 3 Feature Description
BCMS/CMS Interactions
Page
Page
A-26
Check-Backup Comm and
Page
A-28
less than
check-backup split (skill)
disconnect,
check-backup split (skill)
check-backup
A-30
Page
A-32
collect dig its
collected
route-to...if digits
goto...if digits
route-to digit s
A-34
Converse-on Command
A-36
if digits
Prompt and collect
prompt and collect
A-38
prompt and collect
data_1
data_2
A-40
Page
A-42
Page
A-44
Page
Page
Page
Page
Condition = counted-calls:
Condition = expected-wait:
A-50
Page
A-52
Page
Page
Condition = rolling-asa:
Condition = counted-calls:
Condition = expected-wait:
A-56
Page
A-58
32
t
2nd
3
Page
Page
Messaging Command
A-62
none
messaging split (skill)
A-64
Queue-to Main Command
A-66
disconnect, busy
Page
Page
Route-to Command
A-70
route-to number ... if digit
~p
~w
route-to dig its
~
~s
A-72
Coverage
route-to with cov n
coverage yes
A-74
route-to with coverag e y
route-to with cov y
route-to with coverage n
Page
A-76
with coverage yes
Page
Page
Wait-time Command
Multiple Audio/Music Sources Syntax (G3V4 and later releases):
0 through 8
0 through 998
A-80
Page
A
A-82
Page
A-84
Page
A-86
B
Call Vectoring Management
Implementation Requirements for the Call Vectoring Features
DEFINITY C ommun ications System Generic 3 Implementation
B-2
DEFINITY Communications System Generic 3 Feature Descript ion
B-4
Page
B-6
Enabling the Vector Disconnect Timer
DEFINITY Co m munications System G en eric 3 Implementation
DEFINITY Communications System Generic 3 Implementation
Upgrading to a Call Vectoring Environment
Changing and Testing the Vector
B-8
DEFINITY Co m munications System Ge n eric 3 Implementation
C
Considerations for the Call Vectoring Features
Basic Call Vectoring Considerations
C-2
goto vector
Call Prompting Considerations
collect
Look-Ahead Interflow Considerations
C-4
Adjunct Routing Considerations
VDN Return Destination Considerations
C-6
User Scenario Remote Access with Host Provided Security
Page
C-8
User Scenario Saving in Trunk Facilities Between Call Centers
D
Troubleshooting Vectors
Unexpected Feature Operations
D-2
route-to with coverage yes
Unexpected Command Operations
D-4
queue-to main
D-6
#
*
Page
D-8
messaging split
none
Converse Command Debugging
D-10
Page
D-12
Tracking Unexpected Vector Events
Category
Vector
Display Events Form
enter command
Display Events Report
D-14
Summary of Vector Events
Page
D-16
collect
541
522
520, 521
Page
D-18
adjunct routing ste p
time-of-day
Page
D-20
Page
D-22
messaging
Page
E
Functional Differences for G2 and G3 Call Vectoring and EAS
Differences in Command Function
E-2
Queue-to Main Split and Check-Backup Split
check backup
check backup split
queue to
E-4
Goto Step and Goto Vector
check- backup
goto
Route-to Number
~p, ~w, ~W, ~m ,
#
*
~s
E-6
Announcement
DEFINITY Communications System Generic 3 Feature Description,
Wait-time
Busy
E-8
General Call Vectoring Functional Differences
queue to main split
check backup
Page
E-10
Differences in Defining/Interpreting Split Flows
check backup split
R3 CMS Standards
R2 CMS Standards
requeued
E-12
only in the first split to which the call requeues
Differences Between G2 and G3r EAS
Page
F
Interactions Between Call Vectoring/EAS and BCMS/CMS
F-2
BCMS/CMS Tracking in a Call Vectoring Environment
BCMS
Tracking
Defining and Interpreting Call Flows
R3 CMS, R2 CMS
Busies and Disconnects
VDN Inflows and Outflows
F-4
R3 CMS and BCMS Standards
Vector flow out
Vector flow in
Vector Inflows and Outflows
Split Inflows, Outflows, an d Deq ueu e s
R3 CMS and BCMS Standards
F-6
R2 CMS Standards
only in the first split to which the call requeues
requeued
Examples of Split Flow Tracking
converse on split
F-8
Page
F-10
Page
F-12
original
new
Evaluating Split Performance
Page
F-14
Using BCMS/CMS Reports to Evaluate Call Vectoring Activity
CMS Reports
Vector Flow In
Vector Flow Out
BCMS Reports
DEFINITY Co m munications System Generic 3 Basic Call Management System (BCMS) Operations
F-16
Using CMS in an EAS Environment
Tracking Entities
Agents and their Skills
Direct Agent Calls
Non-ACD Calls
VDN Skill Preferences
F-18
G
G-2
Page
G-4
Page
H
Detailed Call Flow for Converse VRI Calls
H-2
Converse Call Placement
converse- on
Data Passing
Prompt a nd collect
H-4
Page
H-6
VRU Data Collection
Script Execution
Data Return
H-8
collect dig its
Script Completion
quit
H-10
DEFINITY Switch Data Collection
Page
I
Security Issues
GBCS Product s Security Handbook
Remote Access
I-2
Front-Ending Remote Access
route-to dig its
route-to number
Replacing Remote Access
EAS
Vector Initiated Service Observing Security
J
Setting Up a Call Center
J-2
Call Vectoring/Non-EAS Option
Page
J-4
Page
Page
Call Vectoring/Non-EAS Option
Issue 4 September 1995 J-7
Figure J-2. Non-EAS Worksheet #2: Current Split Operation Worksheet
Non-EAS Worksheet #2 Current Split Operation Worksheet
Page
Call Vectoring/Non-EAS Option
Issue 4 September 1995 J-9
Figure J-4. Non-EAS Worksheet #4: Vector Design Worksheet
J-10
Call Vectoring/G3 EAS Option
Page
J-12
Page
J-14
Page
Page
Call Vectoring/G3 EAS Option
Issue 4 September 1995 J-17
Figure J-6. EAS Worksheet #2: Current Split Operation Worksheet
EAS Worksheet #2 Current Split Operation Worksheet
Page
EAS Worksheet #4 Individual Agent Skill Worksheet Generic 3
Setting Up a Call Center
J-20
Figure J-9. EAS Worksheet #5: Agent Skills Worksheet Generic 3
EAS Worksheet #5 Agent Skills Worksheet Generic 3
Page
Setting Up a Call Center
J-22
Figure J-11. EAS Worksheet #7: Vector Design Worksheet
EAS Worksheet #7 Vector Design Worksheet
K
Converting a Call Center to EAS
K-2
Step 1: Pre-EAS Cutover Administration for the G3V2 (or later) Switch
Page
K-4
Page
K-6
Step 2: Pre-EAS Cutover Administration for CMS
Step 3: Pre-EAS Cutover Administration for AUDIX
Step 4: Pre-EAS Cutover Administration for Messaging Server
Step 5: Pre-EAS Cutover Administration for ASAI
DEFINITY C ommun ications Syste m CallVisor ASAI Planning
Step 6: EAS Cutover
K-8
mon bcms split
release station x
release mis
busy station x
release link n
L
V4 Feature Availability
wait-time
route-to n um ber
L-2
M
Improving Performance
M-2
Looping Examples
Audible Feedback
M-4
Lookahead In terflow
Page
M-6
Check Backup
Page
M-8
Other Examples
After Business Hours
Lookahead In terflows
M-10
Relative Processing Cost of Vector Commands
M-12
N
Issue 4 September 1995 N-1
Call Vectoring System Parameters
G3iV1.1 and G3V2 System Parameters
Table N-1. Maximum System Parameters for Call Vectoring/EAS for G3V2
G3V3 System Parameters
1.
Table N-2. Maximum System Parameters for Call Vectoring/EAS for G3V3
G3V4 System Parameters
Issue 4 September 1995 N-3
G3V4 System Parameters
1.
Table N-3. Maximum System Parameters for Call Vectoring/EAS for G3V4
Glossary
Issue 4 September 1995 GL-1
GL
A
GL-2
yes
Issue 4 September 1995 GL-3
B
GL-4
collect digi ts
Issue 4 September 1995 GL-5
GL-6
collect digits
coll ect di gi t s
Issue 4 September 1995 GL-7
E
F G H
I
GL-8
Issue 4 September 1995 GL-9
J K L
M
GL-10
messaging split
route-to
N
O
Issue 4 September 1995 GL-11
P
goto
route-to <extension>
route-to VDN
Q R
T
route-to
Issue 4 September 1995 GL-13
U
V
GL-14
W
X Y Z
IN
Index
Symbols
A
IN-2
B
C
Page
IN-4
D
E
F
IN-6
G
H
I
L
M
N
O
P
Q
R
S
T
IN-10
U
V
IN-12
W