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Call Vectoring Commands
A-66 Issue 4 September 1995
A call may be queued to up to three splits (skills) simultaneously. A call remains
queued either until vector processing terminates (via a
disconnect, busy
, or
route-to
command, or via a dropped or abandoned call) or until the call reaches
an agent. When an agent becomes available in any split (skill) to which the call is
queued, the following actions take place:
■ Call begins alerting the agent.
■ Call is removed from any other queues.
■ Vector processing terminates.
If the entered split (skill) is one of the splits (skills) to which the call is already
queued, the call is requeued at the new priority level. If the priority level specified
is the same as the priority level at which the call is queued, the call remains in the
same position in queue. The step is skipped, and vector processing continues at
the next step if any of the following conditions are true:
■ Desired split’s (skill’s) queue is full.
■ Desired split (skill) is not vector-controlled.
■ Desired split (skill) has no queue and also no available agents.
■ Call has been previously queued to three different splits (skills).
NOTE:
A
route-to
to another VDN can be used to remove the call from the splits it is
queued to if necessary. The steps in the routed-to vector then can be used
to queue to other splits.
Answer Supervision Considerations
Answer supervision is returned (if not already returned) when the call is
connected to an answering agent.
Feature Interactions
The
queue-to main split (skill)
command can access a AUDIX/Message
Center/Server split (skill) in cases where a VDN is assigned as a coverage point.
To enable this function, the split (skill) must be assigned as a vector-controlled
hunt group.
For Look-Ahead Interflow, the command can be considered either a call
acceptance vector command or a neutral vector command.
The command is considered a call acceptance vector command whenever one
of the following is true:
■ Call terminates to an agent
■ Call queues to a split (skill)