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Call Vectoring Applications
11-20 Issue 4 September 1995
Resort Reservation Service (with EAS)
Example 8 deals with a resort company that places a variety of ads in magazines
for information on a particular resort or state. Callers responding to these ads can
dial one of several numbers provided in the ad. A call center makes the
reservations for the resort company. To satisfy one request voiced by many
callers to the service, an effort is made to have callers connected to an agent
who has visited the resort they are interested in visiting. Also, the resort
company has determined it is easier to sell additional sightseeing packages if
the agent has a regional accent.
Placing the Reservation
To respond to an ad, the caller can dial a number that directly routes him or her
to a VDN for that state’s resorts. As an alternative, the caller can dial the general
number for the resort chain and be serviced via Call Prompting. The following
sections discuss these methods.
Specific Number Dialing
The call center is set up in such a way that a VDN with an accompanying set of
VDN Skill Preferences is assigned to each state that has a resort. For example,
the following Skill Preferences are assigned to Texas VDN 3222:
The following figure shows how a call to VDN 3222 can be processed vis-a-vis
Call Vectoring:
Table 11-6. VDN 3222 Skill Preferences Assignments for the
Resort Reservation Service
Texas VDN 3222 - Skill Preferences
1st: 30 Agent who has a Texas accent and has visited resorts
in Texas
2nd: 31 Agent who has visited resorts in Texas
3rd: 130 Any agent who can take a reservation