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Call Vectoring Applications
11-24 Issue 4 September 1995
NOTE:
Exercise 1 in this section presents two solutions, one of which involves Call
Prompting, which is discussed in Chapter 5.
Exercise 1: Emergency and Routine Service
Write a vector that does the following:
■ Delivers the following message to handle emergency calls: "We are aware
of the power outage in the northeastern part of the city. Crews have been
dispatched. If you are calling for other reasons, please hold to see if an
operator is available."
■ Enables the caller to speak with an agent (if available) concerning a
nonemergency matter.
Suggested Solution 1:
Figure 11-15. Emergency and Routine Service (Call Vectoring
Option)
In Step 2 of this vector, the
announcement
command provides the caller with the
appropriate emergency information, and it invites the caller to hold if he or she
wishes to speak with an operator on another matter. If the caller holds, the caller
hears several seconds of ringback provided by the
wait-time
command in Step 3.
Thereafter, the
goto step
command in Step 4 checks whether there are more
than 20 calls queued in split 1. If so, a branch is made to Step 10, where the
disconnect after announcement
command first informs the caller that the call
cannot be serviced at this time and then drops the call. On the other hand, if 20
or fewer calls are queued to split 1, the call is queued to the split by the
queue-to
main split
command in Step 5. Thereafter, unless the call is answered, feedback
in the form of music is provided by Step 6 and an announcement urging the
1. wait-time 0 seconds hearing ringback
2. announcement 4100 ("We are aware of the
power outage in the northeastern part of the city.
Crews have been dispatched. If you are calling for
other reasons, please hold to see if an operator
is available.")
3. wait-time 2 seconds hearing ringback
4. goto step 10 if calls-queued in split 1 pri l > 20
5. queue-to main split 1 pri l
6. wait-time 6 seconds hearing music
7. announcement 4200 ("We’re sorry. All of
our operators are busy. Please hold.")
8. wait-time 10 seconds hearing music
9. goto step 7 if unconditionally
10. disconnect after announcement 4200 ("We’re
sorry. All of our operators are busy at the moment.
Please call back at your convenience.")