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Functions and Examples
Issue 4 September 1995
10-13
Delivering the Call to the Skill Queue
Now that we have defined and illustrated VDN skills and agent skills, we are
ready to discuss (with the help of an example) how a call is delivered to a skill
hunt group queue via vector processing.
The skills assigned to a VDN define the requirements in the vector for routing
calls to an ACD agent with a particular set of skills. These skills become active for
an ACD call whenever a
queue-to main skill
command is executed. The skills
also become active whenever a
check-backup skill
command is executed and
the threshold condition is met. Once a skill is active for an ACD caller, the call
cannot be delivered to an available ACD agent unless the agent also has one of
the active VDN skills. Take a look at the following figure.
Figure 10-5. Process for Delivery of a Call to a Skill Queue
Let’s assume that an English-speaking caller needs information on ‘‘Route
Planning’’ and dials the appropriate number (555-3333). In such a case, the call
enters the switch and is directed to VDN 3333, which points to Vector 3. Once
vector processing starts, the
queue-to main skill
command in Step 1 queues the
call to the skill hunt group corresponding to the 1st VDN skill (33-Route Planning-
English). If an agent with skill 33 is available, this agent answers the call. If such
an agent is not available, the call is eventually queued to the skill hunt group
corresponding to the 2nd VDN skill (44-Route Planning-Bilingual) by the
queue-to
main skill
command in Step 3. This time, if an agent with skill 44 is available, this
agent answers the call. If the call is still not answered, the call is eventually
queued to the skill hunt group corresponding to the 3rd VDN skill (99-
Supergroup) by the
queue-to main skill
command in Step 5.
Note that the figure also shows Vector 2. This vector would have been executed
if a Spanish-speaking caller had called into the switch. Accordingly, the
443333 33 99
Route Planning (English)
555-3333
PUBLISHED
NUMBER
VECTOR DIRECTORY
SKILLS NO.
VECTOR 2
1. queue-to main skill 1st pri h
2. announcement 4321
3. queue-to main skill 2nd pri h
4. wait-time 10 secs hearing music
5. queue-to main skill 3rd pri h
VECTOR 3
1. queue-to main skill 1st pri m
2. announcement 1234
3. queue-to main skill 2nd pri l
4. wait-time 10 secs hearing music
5. queue-to main skill 3rd pri h