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Call Vectoring Applications
11-2 Issue 4 September 1995
Customer Service Center
Example 1 presents a scenario where a customer service center is open
weekdays from 8 a.m. until 5 p.m. The center provides two separate telephone
numbers. One number is for ordinary customers, while the other number is for
priority customers. The following three vectors illustrate how calls to the
customer service center are handled.
Table 11-1. Applications and Corresponding Feature(s)
Section Title
Example
No. Feature(s) Used
Customer Service Center 1 Basic Call Vectoring
Automated Attendant 2 Call Prompting
DIVA and Data/Message Collection 3 Call Prompting,
Basic Call Vectoring
Distributed Call Centers 4 Look-Ahead Interflow,
Basic Call Vectoring
Help Desk 5 Adjunct Routing,
Call Prompting,
Basic Call Vectoring
Insurance Agency/Service Agency 6 Basic Call Vectoring,
Call Prompting,
Rolling ASA,
EWT,
VDN Calls, and
ANI Routing
Warranty Service 7 Basic Call Vectoring,
EAS
Resort Reservation Service 8 Basic Call Vectoring,
Adjunct Routing,
Call Prompting,
EAS