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Call Vectoring/Non-EAS Option
Issue 4 September 1995
J-5
■ 2 = Service
■ 3 = Spanish
■ 4 = Claims
■ Nothing or 0 = Service
2. Queue the call.
3. Provide an announcement to the caller.
10. Actions Produced by Vector #2:
1. Queue the call to the correct service at a medium priority.
2. If no agents are available, provide a message and then play music.
3. If the call is not answered within 10 seconds, provide a second
message and then play music.
4. If the call is not answered within 7 more seconds, queue the call to
the Service split.
5. If the call is not answered within 7 more seconds, queue the call to
the Spanish split at a high priority.
NOTE:
In G3, a
check-backup split
command queues the call to up to three
splits if the conditions are met. If the conditions are not met, the
check-backup split
command may not get read again (if the vector
step in which it appears is not executed again).
11. In CMS: Dictionary, assign names to the splits, VDNs, and vectors.
12. Once your system is up and operational, you will need to monitor it to
ensure you are meeting your call center objectives. CMS can be used to
monitor many of your objectives. See for more details. Some objectives
will need to be monitored and have adjustments made in real time. For
example, if the number of calls waiting, average speed of answer, or
percent answered within a service level is not meeting your objectives,
you might want to immediately move some agents, direct calls to another
vector, or look-ahead interflow some calls. Other items such as agent
occupancy and percent all trunks busy may only need to be monitored
daily to look for trends.