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Setting Up a Call Center
J-4 Issue 4 September 1995
On a G3 system, more than four splits can be assigned to an agent;
however, the agent can log into a maximum of four splits. An agent
assignment to splits can be changed in CMS: ACD Administration: Move
Extensions Between Splits if the agent is logged off.
The following table illustrates the assignment of agent extensions to splits:
8. On the switch or in CMS: ACD Administration: VDN Assignments, assign a
vector to each VDN (see the following table).
A VDN can point to only one vector. However, a vector can have more
than one VDN pointing to it.
The following table illustrates VDN/vector assignments.
9. On the switch or in CMS: ACD Administration: Vector Contents, write your
vectors. See "Non-EAS Worksheet #4: Vector Design Worksheet".
Your vectors should match your call center objectives. To meet these
objectives, you must make a number of relevant decisions (for example,
you may decide how soon you want to enlarge an agent pool or what kind
of treatment the caller should receive). If your VDN and vector reports do
not satisfy your call center objectives, you must consider your alternatives
(for example, you may deem it necessary to train agents or to increase the
amount of time elapsed from when a call queues to one split and then to
another split).
The following lists indicate the actions produced by two different vectors:
Actions Produced by Vector #1:
1. Tell the caller to select one of the following prompts:
■ 1 = Sales
Split (Hunt Group) Agent Extensions
1 - Sales 1231, 1232, 1233,
1234, 1235, 1236,
1237, 1238, 1239
2 - Service 1231, 1232, 1234,
1238, 1239, 1240
3 - Spanish 1238, 1240, 1245
4 - Claims 1238, 1239, 1240,
1241, 1242
VDN Vector
6543 1 (Sales)
6432 2 (Service)
6321 3 (Spanish)
6210 4 (Claims)