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Functions and Examples
Issue 4 September 1995
10-15
Once the caller dials ‘‘555-5555,’’ the call enters the switch and is directed to
VDN 5555, which points to our Call Prompting vector. At this point, vector
processing begins. Step 1 provides ringback if the caller has to queue for the
announcement in Step 2. The
collect digits
command in Step 2 first provides an
announcement requesting the caller to dial ‘‘1,’’ ‘‘2,’’ ‘‘3,’’ or ‘‘4,’’ depending upon
the caller need and the caller’s language speaking ability. If the caller dials a
digit other than one of the four specified, each of the
route-to...if digits
commands in Steps 3 through 6 fails, and control is passed to the
route-to...if
unconditionally
command in Step 7, which unconditionally routes the call to VDN
2222. This VDN is assigned the ‘‘Bilingual Emergency Road Service’’ skill and
points to Vector 2, which is provided in the previous section.
On the other hand, returning to the
collect digits
step, let’s assume that the caller
dials ‘‘4.’’ In such a case, Steps 3 through 5 fail because the required digit (‘‘1,’’
‘‘2,’’ or ‘‘3,’’ respectively) has not been dialed. Thereafter, control is passed to
Step 6, where the
route to...if digit
command finds a digit match and
consequently routes the call to VDN 4444. This VDN is assigned the ‘‘Bilingual
Route Planning’’ skill and also points to Vector 2, which is provided in the
previous section.
NOTE:
VDN Override applies to the skills assigned to the VDN. See "VDN Override"
on page 3-9 for more information.
Super Agent Pool
EAS allows a skill hunt group to function as a super agent pool. A super agent
pool is a ‘‘backup’’ group of one or more agents that is able to handle many if not
all types of calls coming into the application. In our auto club examples, Skill
Hunt Group 99 (Supergroup) serves as a super agent pool. Also, you might recall
that ‘‘99’’ appears as both a VDN skill and an Agent skill. However, a super agent
pool can be assigned a skill hunt group number that is not assigned to a VDN
skill. This can (and should) be done whenever the application requires four
levels within the skill table distribution.