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Functions and Examples
Issue 4 September 1995
10-17
Now we are ready to consider the following vector, which is a variation of one
presented earlier in this chapter:
Figure 10-7. Modified Vector to Accommodate a Super Agent
Pool
Let’s assume an English-speaking caller needs information on ‘‘Route Planning’’
and would like to speak to an agent with a New Yorker accent. In such a case,
the caller dials the appropriate number (555-1616, for example). Accordingly,
the call enters the switch and is directed to VDN 1616, which points to the vector
in the previous screen. Once vector processing starts, the
queue-to main skill
command in Step 1 queues the call to the skill group corresponding to the 1st
VDN skill (New Yorker-16). If an agent with skill 16 is available, this agent
answers the call. If such an agent is not available, the call is eventually queued to
the skill group corresponding to the 2nd VDN skill (English-44) 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
check-backup skill
command in Step 5 attempts to queue the call according to the parameter
indicated (if calls-queued < 3) to the skill group corresponding to the 3rd VDN
skill (Route Planning-Bilingual-77). If the call is queued, and if an agent with skill
77 is available, this agent answers the call. If the call is not queued, or if it is
queued and an agent with skill 77 is not available, the
check-backup skill
command in Step 7 is executed.
Before we discuss the execution of Step 7, note that a specific skill hunt group
number (99) and not a VDN skill Preference designation (1st, 2nd, or 3rd) is
included within the
check-backup skill
command. Since the skill table for the
application involves four levels of skills, and since there can be no more than
three VDN skills, the specific skill group number (99) for the super agent pool
must be included within the queuing command to allow caller access to the pool.
Whereas a VDN skill is always represented in a vector by the term ‘‘1st,’’ ‘‘2nd,’’
or ‘‘3rd,’’ a super agent pool is always represented by a whole number according
to the parameters of the relevant switch (see the manual pages for the queuing
commands in Appendix A).
Returning to the vector execution, the
check-backup skill
command in Step 7
attempts to queue the call according to the parameter indicated (if available-
1. queue-to main skill 1st pri m
2. announcement 4555
3. queue-to main skill 2nd pri l
4. wait-time 10 seconds hearing music
5. check-backup skill 3rd pri l if calls-queued < 3
6. announcement 4666
7. check-backup skill 99 pri l if available-agents > 0