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Expert Agent Selection
10-14 Issue 4 September 1995
announcement provided in Vector 2 is in Spanish, whereas the announcement in
Vector 3, which is executed in our example, is in English.
Note also that each of the
queue-to main skill
commands in Vector 2 queues the
call at a
high
priority, whereas only one of the
queue-to main skill
commands in
Vector 3 queues the call at this high a priority level. The strategy presented here
is very valuable in cases where there is a limited number of bilingual agents in
that such agents would be available to service callers who speak only Spanish
more quickly.
VDN skills can also be used in
check-backup skill, messaging skill,
and
converse-on skill
commands. Within any of these commands, a specific skill
number can be used instead of a VDN skill Preference, provided the relevant skill
hunt group is correctly administered. For example, Step 5 might have read
‘‘queue-to main skill 99 pri h.’’ We will discuss this concept further in the "Super
Agent Pool" section.
Procedure Using Call Prompting
The procedure described in the previous section can be enhanced by using Call
Prompting. For example, the user can dial a ‘‘general’’ telephone number whose
VDN points to a Call Prompting vector.
Staying with our auto club example, recall that in Table 10-2 we define ‘‘555-
5555’’ as the ‘‘general’’ telephone number for the service. Recall also that in
Table 10-5 we identify ‘‘5555’’ as the VDN for this telephone number. Also, we
indicate that VDN 5555 points to Vector 1.
Here’s an example of how Vector 1 might appear:
Figure 10-6. Call Prompting Vector for the Auto Club
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 5678
("For emergency road service, dial 1.
Para asistencia con su automovil, marque el dos.
For travel route directions, dial 3.
Para informacion sobre rutas, marque el cuatro.")
3. route-to number 1111 with cov n if digit = 1
(English Emergency Road Service VDN)
4. route-to number 2222 with cov n if digit = 2
(Bilingual Emergency Road Service VDN)
5. route-to number 3333 with cov n if digit = 3
(English Route Planning VDN)
6. route-to number 4444 with cov n if digit = 4
(Bilingual Route Planning VDN)
7. route-to number 2222 with cov n if unconditionally
(Bilingual Emergency Road Service VDN)