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Call Vectoring Applications
11-10 Issue 4 September 1995
Accordingly, the call is removed from the main split queue in New York, and
control is passed to the Denver switch, where vector processing continues at
Step 4.
If the receiving switch does not accept the Look-Ahead Interflow call attempt,
control is passed to Step 6 of the sending vector. This step then queues the call
to split 2 at a medium priority, provided that there are fewer than five calls
queued in that split. Thereafter, the customary announcement-wait sequence is
implemented (Steps 7, 8, and 9). Finally, if necessary, Step 10 sends control
back to Step 5, which makes another Look-Ahead Interflow attempt, and the
cycle is repeated.
NOTE:
To avoid confusing the caller, the treatment provided at the receiving
switch should be consistent with the treatment provided at the sending
switch. In Example 4, note that the caller hears music (and never ringback
or silence) at the sending switch. Accordingly, music should be (and, in
our example, is) featured at the receiving switch.
Help Desk
Example 5 involves a help desk at a computer firm. The help desk is configured
into three groups. One group handles hardware problems, the second group
handles software problems, and the third group handles general problems. For
this application, the information provided in the ASAI Route request (that is,
calling party number, called number, collected digits) is used to route the call to
the most appropriate agent. Such an agent might be the one that last serviced
the caller, or it might be the next available agent for the specific caller. Also,
based on switch traffic conditions and the caller-entered digit, the call can be
diverted to other destinations, such as other ACD splits, announcements, or
switches/PBXs.
The following vector illustrates the help desk application:
Figure 11-5. Example 5: Help Desk
1. collect 1 digits after announcement 4704
(‘‘Welcome to the TidyBits Computer Corporation help desk.
If you have a question about hardware, please dial 1.
If you have a question about software, please dial 2.
If you have a general question, please dial 3.’’)
2. adjunct routing link 2400
3. wait-time 4 seconds hearing ringback
4. route-to number 3710 with cov y if digit = 1
5. route-to number 3720 with cov y if digit = 2
6. route-to number 3730 with cov y if digit = 3
7. route-to number 0 with cov n if unconditionally
8. stop