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Call Vectoring Applications
11-6 Issue 4 September 1995
■ Message Collection allows the caller to leave a recorded message for the
customer in lieu of waiting for the customer to answer his or her call.
The following four vectors illustrate how the mutual fund company handles
telephone calls.
Figure 11-3. Example 3: DIVA and Data/Message Collection
VDN (extension=1030 name=‘‘ABC Inv’’ vector=30 display override=‘‘y’’)
Vector 30
1. wait-time 0 secs hearing ringback
2. collect 1 digits after announcement 3531
(‘‘Thank you for calling ABC Investments. If
you wish to open a new account, please dial 1. If
you wish to make an account inquiry, please dial 2.
If you wish to know the current net asset values of
our funds, please dial 3.’’)
3. route-to number 1031 with cov y if digit = 1
4. route-to number 1032 with cov y if digit = 2
5. route-to number 1033 with cov y if digit = 3
6. route-to number 0 with cov n if unconditionally
7. disconnect after announcement none
VDN (extension=1031 name=‘‘New Account’’ vector=31)
Vector 31
1. queue-to main split 1 pri t
2. announcement 3535
3. wait-time 10 secs hearing music
4. collect 1 digits after announcement 4020
(‘‘We’re sorry. All of our operators are busy at
the moment. If you’d like to leave your name and
telephone number so that we can get back to you,
dial 1.’’)
5. goto step 9 if digit = 1
6. announcement 3537
7. wait time 50 secs hearing music
8. goto step 6 if unconditionally
9. messaging split 5 for extension 4000
10. announcement 3538 (‘‘We’re sorry, we cannot take
your message at this time. You may continue to hold, or
you can call back later.’’)
11. goto step 6 if unconditionally
VDN (extension=1032 name=‘‘Account Enq’’ vector=32)
Vector 32:
1. wait-time 0 secs hearing ringback
2. collect 6 digits after announcement 3533
(‘‘Please enter your 6-digit account number.’’)
3. queue-to main split 1 pri m
4. announcement 3535
5. wait-time 60 secs hearing music
6. goto step 4 if unconditionally
VDN (extension=1033 Name=‘‘Net Asset Val’’ Vector=33)
Vector 33:
1. disconnect after announcement 3534
(‘‘The net asset values of our funds at the close
of the market on Wednesday, May 15 were as follows:
ABC Growth.....33.21.....up 33 cents; ABC
High Yield.....11.48.....down 3 cents.’’)