Filter
Top Products
Benefits of Call Vectoring
Issue 4 September 1995
2-17
Call Routing Queue calls to up to three splits simultaneously,
consequently improving the average speed of
answer and agent productivity.
4-10, 11-1,
11-4
Implement routing to local or distant destinations. 4-13, 5-1, 5-2,
8-2, 11-2, 11-3,
11-4, 11-5
Connect callers to a voice-mail or messaging system
either automatically or at their request.
4-11, 4-12, 11-
3, 11-5
Reduce call transfers by accurately routing callers to
the desired destination.
5-1, 5-2, 11-3
Provide up to four ACD queuing priority levels and
the ability to change the queuing priority dynamically,
as a result, providing faster service for selected
callers.
11-1, 11-3, 11-
4
Reduce agent and/or attendant staffing requirements
by: (1) automating some tasks; (2) reducing caller
hold time; (3) having agents in one split service
multiple call types.
4-4, 4-5, 5-1,
5-11, 5-12, 11-
2, 11-3
Intelligently balance ACD call loads across multiple
locations.
8-2, 8-3, 8-5,
11-5
Determine the expected wait time in ACD queues. 6-3, 6-5
Limit the number of simultaneous incoming trunk
calls to a VDN.
6-7
Route calls based on the caller’s ANI or the type of
the originating line.
7-1, 7-3, 7-4
Information
Collection
Provide customized and/or personalized call
treatment via information collection and messaging.
5-1, 5-6, 5-11,
11-2, 11-3, 11-
5
Collect information for use by an adjunct or by agent
display.
5-7, 11-5
Table 2-1. Benefits of Call Vectoring
Category Call Vectoring Benefits Figure