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Insurance Agency/Service Agency
Issue 4 September 1995
11-13
Step 1 queues the call to the main split. If the main split is currently answering
calls within the target time of 30 seconds Step 2 bypasses all of the backup splits
and goes directly to the announcement in Step 6. The assumption is that the call
will be handled by split 10 within the time constraints. However, if the call is not
answered by the time vector processing reaches Step 8, the backup splits are
checked at that time.
If the rolling ASA for the main split is greater than 30 seconds, Steps 3, 4, and 5
check backup splits. The call is queued to any of these splits that have a rolling
ASA of 30 seconds or less. If the call still is not answered by the time vector
processing reaches Step 8, then the backup splits are checked again.
The following vector could be used to route claims calls by area code.
Figure 11-7. Example 6: Claims Vector
Each Vector Routing Table referred to in Figure 11-7 contains a list of area codes
with the “+” wildcard. Each list of area codes is handled by a specific group of
agents. Vectors 21 through 27 queue calls to the appropriate group of agents.
Vector 30 provides a live agent to screen calls that have area codes not listed in
any table or vector step. It also provides access to an agent when ANI is not
available and the caller has not entered an area code when prompted.
VDN 1002 -- Claims Calls
1. goto step 10 if ani = none
2. goto vector 21 if ani = 201+
3. goto vector 22 if ani = 212+
4. goto vector 23 if ani in table 1
5. goto vector 24 if ani in table 2
6. goto vector 25 if ani in table 3
7. goto vector 26 if ani in table 4
8. goto vector 27 if ani in table 5
9. goto vector 30 if unconditionally
10. wait-time 0 seconds hearing ringback
11. collect 3 digits after announcement 10001 (“Please dial your area
code”)
12. goto vector 30 if digits = none
13. goto vector 21 if digits = 201+
14. goto vector 22 if digits = 212+
15. goto vector 23 if digits in table 1
16. goto vector 24 if digits in table 2
17. goto vector 25 if digits in table 3
18. goto vector 26 if digits in table 4
19. goto vector 27 if digits in table 5
20. goto vector 30 if unconditionally