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Customer Service Center
Issue 4 September 1995
11-3
Figure 11-1. Example 1: Customer Service Center
First, let’s assume that a priority customer places a call. In such a case, if the
correct number is dialed, vector 22 is accessed. The first two steps of this vector
determine if the call arrives during nonbusiness hours. If the call arrives between
5:00 p.m. and 8:00 a.m. on any given day, Step 1 routes the call to Vector 29.
Step 2 does the same if the call arrives during the weekend (that is, between 5:00
p.m. Friday and 8:00 a.m. Monday). If vector 29 is accessed, the caller is given
the appropriate announcement twice (Steps 1 and 3) and is then disconnected
(Step 3).
If the call is placed during business hours, Step 3 of vector 22 determines if the
number of calls queued in the main split exceeds 10. If so, control is sent to Step
12, which routes the call to the attendant. If not, the call is queued to the main
split (Step 4). Thereafter, if necessary, the appropriate announcement is
provided (Step 5), followed by a wait period (Step 6).
If the call is not answered by this time, Steps 7 and 8 attempt to queue the call to
a backup split (
2
and
3
, respectively). The call is queued to either split if the
oldest call therein has been waiting fewer than 20 seconds. Whether or not the
VDN (extension=1021 name=‘‘Customer Serv’’ vector=21)
Vector 21:
1. goto vector 29 if time-of-day is all 17:00 to all 08:00
2. goto vector 29 if time-of-day is fri 17:00 to mon 08:00
3. goto step 10 if calls-queued in split 1 pri l > 10
4. queue-to main split 1 pri m
5. wait-time 10 seconds hearing ringback
6. announcement 3521
7. wait-time 50 seconds hearing music
8. announcement 3522
9. goto step 7 if unconditionally
10. busy
VDN (extension=1022 name=‘‘Priority Cust’’ vector=22)
Vector 22:
1. goto vector 29 if time-of-day is all 17:00 to all 08:00
2. goto vector 29 if time-of-day is fri 17:00 to mon 08:00
3. goto step 12 if calls-queued in split 1 pri h > 10
4. queue-to main split 1 pri h
5. announcement 3521
6. wait-time 10 seconds hearing music
7. check-backup split 2 pri h if oldest-call-wait < 20
8. check-backup split 3 pri h if oldest-call-wait < 20
9. announcement 3522
10. wait-time 60 seconds hearing music
11. goto step 7 if unconditionally
12. route-to number 0 with cov n if unconditionally
No VDN
Vector 29:
1. announcement extension 3529
2. wait-time 10 seconds hearing silence
3. disconnect after announcement 3529