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2-16 Issue 4 September 1995
NOTE:
If the dashed number in the last column is followed by ‘“F),” the number is a
figure number.
Table 2-1. Benefits of Call Vectoring
Category Call Vectoring Benefits Figure
Call Treatment Implement special treatment based on the time of
day and the day of the week (for example, providing
night service).
4-16, 11-1
Automatically change treatment according to either
how long the call has been waiting or to changing
traffic or staffing conditions.
4-13, 4-15, 8-2,
8-3, 11-3, 11-4
Provide appropriate caller feedback during waiting
(for example, music or announcements during heavy
calling periods).
4-7, 4-10
Provide multiple and/or recurring informational or
delay announcements that are selected according to
the time of day/day of the week, call volume, or
staffing conditions.
4-12, 4-13, 8-2,
11-1
Provide 24 hour/day, 7 day/week automated
information announcements.
4-4, 4-5
Remove selected calls (by providing busy or
disconnect)
4-7, 4-8, 4-9,
4-11, 4-15
Set up and test, in advance, special call treatments
for events such as sales, advertising campaigns,
holidays, snow days, etc.
4-4, 4-8
Provide the caller with a menu of choices. 5-6, 5-7, 5-11,
11-3, 11-5
Execute a VRU script 4-9, 11-4
Notify callers of their expected delay in queue 6-3, 6-4
Provide multiple audio/music sources 4-6