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Call Vectoring/Non-EAS Option
Issue 4 September 1995
J-3
As an option, you can assign one VDN for a main number and use Call
Prompting to route the call to the proper split.
The following table illustrates the guidelines given up to this point.
* Options include Direct Department Calling (DDC) and Uniform Call
Distribution (UCD).
Notice that this call center has only one split for all Spanish calls.
However, resources permitting, you could create a New Policy split, a
Service split, and a Claims split, each containing agents who speak
Spanish. As an alternative, you could use one main VDN to point to a Call
Prompting vector designed to route the calls to the splits.
5. On the switch, assign extensions to the agents’ physical terminal locations
(see the following table).
6. In CMS: Dictionary: Login Identifications, assign each agent a unique
loginID (see the following table).
Agents are known to CMS by the loginID. If assigned, reports refer to an
agent by name, not by loginID.
The following table illustrates the assignments described in the previous
two items:
* = assigned in CMS Dictionary
NOTE:
When you are adding names to extensions on the switch, the agent
name should be the same name as the loginID assigned to CMS.
7. On the switch, assign agent extensions to splits (see the following table).
Customer/Call Center
Needs
Split Number
(Hunt Group)
Call
Distribution* VDN
New policy 1 UCD 555-6543
Questions about policy,
Rate Quotes, Billing
2 UCD 555-6432
Spanish speaking for
policy, service, and
claims
3 DDC 555-6321
Claims 4 UCD 555-6210
Agent Name* Extension LoginID*
Randy Tyler 1231 2000
Cathy Smith 1232 2001
Carla Silva 1238 2002