Filter
Top Products
Resort Reservation Service (with EAS)
Issue 4 September 1995
11-21
Figure 11-12. Example 7A: Process Involving Specific Number
Dialing
For this process, a single VDN for each state is assigned to Vector 2.
Accordingly, our diagram shows the VDN and the associated VDN Skills for two
states: Texas and New Mexico.
Let’s assume that a caller would like information on resorts in Texas and dials the
appropriate number (for example, 615-3222). In such a case, the call enters the
switch and is directed to VDN 3222, which points to Vector 2.
Once vector processing starts, the
queue-to main skill
command in Step 1
queues the call to the Skill group corresponding to the 1st VDN Skill (30-Agent
with Texas accent who has visited resorts in Texas). If an agent with Skill 30 is
available, this agent answers the call. If such an agent is not available, the
check-backup skill
command in Step 3 attempts to queue the call vis-a-vis the
stated conditions (if calls-queued < 15) to the Skill group corresponding to the
2nd VDN Skill (31-Agent who has visited resorts in Texas). If Step 3 fails, the
check-backup skill
command in Step 5 attempts to queue the call vis-a-vis the
stated conditions (if the oldest-call waiting < 10) to the Skill group corresponding
to the 3rd VDN Skill (100-Any agent who can take a reservation).
General Number Dialing
This option allows the caller to dial the general number provided (for example,
615-3111). The caller is then serviced in part via Call Prompting.
The following figure shows how a call to VDN 3111 can be processed vis-a-vis
Call Vectoring:
Internal Call
Transfer
ISDN/DNIS
Ad response
VDN 3222 Texas
Skill Pref 1: 30
Skill Pref 2: 31
Skill Pref 3: 130
Internal Call
Transfer
ISDN/DNIS
Ad response
VDN 3244 NM
Skill Pref 1: 70
Skill Pref 2: 71
Skill Pref 3: 130
Vector 2:
1. queue-to main skill 1st pri m
2. wait-time 5 secs hearing ringback
3. check-backup skill 2nd pri m if
calls queued <15
4. announcement 2000 (- - -)
5. check-backup skill 3rd pri m if
oldest-call-wait <10
6. wait-time 5 secs hearing music
Skill 30
Skill ...
Skill 100
Skill 31
.
.
.