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Functions and Examples
Issue 4 September 1995
10-11
Call Vector Form
Completion of the Call Vector form is required for using vectors with EAS. The
form contains three pages. However, if your vector contains 11 or fewer
instructions, you need populate only the first page of the form. Page 1 of the Call
Vector Form appears as follows:
Figure 10-4. Call Vector Form (Page 1 of 3)
NOTE:
While skills can be optionally assigned to VDNs, the vector controls when
and to what VDN skill the call queues.
Complete instructions for completing the Call Vector form are provided in
DEFINITY Communications System Generic 3 Implementation
, 555-230-653.
Agent Skills
Agents are trained or hired to accommodate specific caller needs. Agent skills
represent and define the ability of the agent to handle calls that require these
skills. Agents are assigned skill numbers based on such characteristics as
training or knowledge, access to systems or information, language ability, and
interpersonal traits. Examples of agent skills include the following: speaks
Spanish, knows about widget ‘‘X,’’ can handle complaint calls, has access to a
database, etc.
A maximum of four agent skills can be assigned to any one agent. If an agent
has multiple skills, a single skill group can be created for each set of skills. Agent
skills are assigned to agents by completing the Agent Login ID form (see the
"ACD Login ID Dialing" section later in this chapter).
It is recommended, though not mandatory, that you create a separate skill hunt
group for direct agent calls. Direct agent calls are queued to the first primary skill
Page 1 of 3
CALL VECTOR
Number: 20 Name:________________
Basic?y EAS?y G3V4 Enhanced?n ANI/II-Digits?n ASAI Routing?n
Prompting?y LAI?n G3V4 Adv Route?n
01 _______________
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________