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Call Vectoring Applications
11-14 Issue 4 September 1995
The following vector will notify customer service callers of their expected wait
time unless they will not have long to wait
Figure 11-8. Example 6: Customer Service Vector
In step 1, callers who would wait more than 10 minutes are routed to a “call back
later announcement.” Step 4 routes callers to a Conversant VRU to be given the
expected wait time announcement while they hold their place in queue.
The following vectors can be used to regulate the number of calls to service
agency clients. In this example, Client 1 has contracted for 100 simultaneous
calls while client 2 has contracted for only 50 simultaneous calls.
Figure 11-9. Example 6: Service Agency Clients Vectors
VDN 1003 -- Customer Service Calls
1. goto step 10 if expected-wait for split 32 pri l > 600
2. queue-to main split 32 pri l
3. wait-time 20 seconds hearing ringback
4. goto step 8 if expected-wait for call > 40
5. announcement 1100
6. wait-time 40 seconds hearing music
7. goto step 5 if unconditionally
8. converse-on split 80 pri l passing wait and none
9. goto step 5 if unconditionally
10. disconnect after announcement 1400
VDN 1004-- Client 1 Calls
1. goto step 3 if counted-calls to vdn 1004 <= 100
2. busy
3. queue-to main split 60 pri l
4. wait-time 20 seconds hearing ringback
5. announcement 12000
6. wait-time 60 seconds hearing music
7. goto step 5 unconditionally
VDN 1005 -- Client 2 Calls
1. goto step 3 if counted-calls to vdn 1005 <= 50
2. busy
3. queue-to main split 60 pri l
4. wait-time 20 seconds hearing ringback
5. announcement 12000
6. wait-time 60 seconds hearing music
7. goto step 5 unconditionally