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Warranty Service (with EAS)
Issue 4 September 1995
11-19
Figure 11-11. Example 6: Warranty Service Call Center (Part 2)
Let’s assume that a Spanish-speaking caller has a broken dryer and decides to
call the warranty service call center. In such a case, the caller dials the
appropriate number. The call then enters the network (switch) and is directed to
VDN 1203, which points to Vector 2. As illustrated earlier, VDN Skill preferences
42 (dryers) and 40 (laundry appliances) are administered as the 1st and 2nd Skill
preferences, respectively, for VDN 1203. (Recall also that these preferences are
actually subpreferences under the Skill ‘‘Spanish.’’)
Once vector processing starts, the
queue-to main skill
command in Step 1 of
Vector 2 queues the call to the Skill group corresponding to the first VDN Skill
(42-Dryers Bilingual). If an agent with Skill 42 (Jan, for example) is available, this
agent answers the call. If such an agent is not available, the appropriate delay
announcement in Step 2 is played. Thereafter, the
check backup skill
command
in Step 3 attempts to queue the call to the Skill group corresponding to the 2nd
VDN Skill (40-Laundry Appliances Bilingual). Accordingly, if an agent with Skill
40 is available (Jan, for example), that particular agent answers the call.
Otherwise, as a last resort, a wait period is provided in Step 4, and the
check
backup skill
command in Step 5 checks the "specific" Skill (100-Supervisors
Bilingual) for available agents.
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
Skill 40
Laundry
Room
Bilingual
Skill 30
Laundry
Room
Eng.
Skill 32
Dryers
Eng.
Skill 41
Washers
Bilingual
Skill 31
Washers
Eng.
AGENT
QUEUES
CALL
QUEUES
100
1st
3rd
2nd
2nd
1st
1st 1st
Skill 100
Supervisors
Bilingual
Skill 42
Dryers
Bilingual
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O O
Sue:
32P, 30S
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O O
Jan:
42P, 40P, 30S
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O O
Judy:
100P
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O O
Sam:
31P