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Call Vectoring Applications
11-18 Issue 4 September 1995
Figure 11-10. Example 6: Warranty Service Call Center (Part 1)
The second figure shows how the vector-processed call is directed to the
appropriate call queue. The figure also shows how the call is directed to the
appropriate agent(s). The agent Skills are indicated below each agent’s name.
Dashed lines indicate backup or secondary Skills.
NOTE:
Only a small sample of agents is shown in this figure.
VECTOR 2:
1. queue-to main skill 1st pri m
2. announcement 1250
3. check-backup skill 2nd pri h if unconditionally
4. wait-time 10 secs hearing music
5. check-backup skill 100 pri m if unconditionally
VECTOR 1:
1. queue-to main skill 1st pri m
2. announcement 1150
3. check-backup skill 2nd pri m if unconditionally
4. wait-time 10 secs hearing music
5. check-backup skill 3rd pri m if unconditionally
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NETWORK
VDN 1203
Dryer-Spanish
skill: 42, 40
VDN 1103
Dryer-English
Skills: 32, 30, 40
VDN 1202
Washer-Spanish
Skills: 41, 40
VDN 1102
Washer-English
Skills: 31, 30, 40
Caller with
broken washer
or dryer