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Vector Exercises
Issue 4 September 1995
11-25
caller to hold is provided by Step 7. After another wait with music period (if
necessary) provided by Step 8, the
goto step
command in Step 9 branches back
to the aforementioned “please hold” announcement in Step 7. The resulting
“announcement-wait” loop (Steps 7 through 9) is then repeated until either an
agent answers the call or the caller hangs up.
Suggested Solution 2:
Figure 11-16. Emergency and Routine Service (Call Vectoring and
Call Prompting Option)
Suggested Solution 2 involves both Call Vectoring and Call Prompting. Also, it
involves two vectors instead of just one vector, and it assumes the caller has a
touch-tone telephone.
The announcement portion of the
collect digits after announcement
command in
Step 2 of Vector 30 first provides the caller with the appropriate emergency
information. It then invites the caller to press ‘‘1’’ if the caller is calling for some
other reason. If this is not the case, it finally suggests that the caller hang up.
First, let’s assume the caller wants to hold the line but enters the incorrect touch-
tone digit (‘‘2,’’ for example). In such a case, the
route-to number
command in
Step 3 attempts to route the call to VDN extension 1031 according to the entered
digit. However, because a number other than ‘‘1’’ has been entered, the call is
not routed to the VDN extension. Instead, control is passed to Step 4, where the
VDN (extension=1030 name="Hub" vector=30)
Vector 30:
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 3000
("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 press 1.
Otherwise, please hang up now.")
3. route-to number 1031 with cov y if digit = 1
4. announcement 3100 ("Entry not understood. Please
try again.")
5. goto step 2 if unconditionally
VDN (extension=1031 name="Service" vector=31)
Vector 31:
1. announcement 4000 ("Please hold. We will
try to connect you to an operator.")
2. wait-time 2 seconds hearing ringback
3. goto step 9 if calls-queued in split 1 pri l > 20
4. queue-to main split 1 pri l
5. wait-time 6 seconds hearing music
6. announcement 4200 ("We’re sorry. All of
our operators are busy. Please hold.")
7. wait-time 10 seconds hearing music
8. goto step 6 if unconditionally
9. disconnect after announcement 4200 ("We’re
sorry. All of our operators are busy at the moment.
Please call back at your convenience.")