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Call Vectoring Applications
11-8 Issue 4 September 1995
Finally, suppose a third caller wants to open an account and that he or she enters
1
when prompted in the main vector. In such a case, Step 3 of the main vector is
successful. Accordingly, the call is routed to VDN extension 1031, and vector
processing continues in vector 31.
In Step 1 of vector 31, the call is queued to the main split. Thereafter, if
necessary, Step 2 provides the appropriate announcement, and Step 3 provides
a delay period. The announcement in Step 4 provides the caller with the option
of leaving a recorded message for the mutual fund company instead of having
his or her call wait in queue. (This is an example of the Message Collection
application.) The caller is instructed to enter
1
if he or she wishes to leave a
recorded message. If the caller does not enter
1
, the
goto step
command in
Step 5 fails, and an announcement-wait cycle is implemented by Steps 6, 7, and
8 until the call is answered or abandoned. If the caller does enter
1
within 10
seconds, Step 5 passes control to Step 9. The
messaging split
command in Step
9 attempts to connect the caller to an AUDIX or Message Center split so that the
caller can leave a message. If the connection is made, the caller first hears
ringback and can then leave a message. If the connection is not made, the step
is unsuccessful, and Step 10 provides an announcement indicating that a
connection could not be made. Thereafter, the
goto step
command in Step 11
sends call control back to Step 6, which is the first step of the aforementioned
announcement-wait cycle.
Distributed Call Centers
Example 4 involves two distributed call centers, one in New York and the other in
Denver. Calls to the New York call center are queued to up to two splits. If calls
remain unanswered for a period of time, a Look-Ahead Interflow call attempt is
made to the Denver call center. If there are 10 or fewer queued calls in Denver,
the Look-Ahead call attempt is accepted and serviced there. Otherwise, the call
is denied and remains in queue in New York until an agent becomes available.
The following two vectors illustrate this procedure.