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Issue 4 September 1995 IN-1
IN
Index
Symbols
# sign, 5-17, A-37, A-38
dialed ahead digits
, 5-17
# sign with digits
, A-33
* symbol
dial-ahead digits
, A-33
dialed ahead digits
, 5-17
* with digits
, A-33
A
abbreviated dialing special characters
route-to
, A-68, A-70
ACD agent login ID
form
, 10-22
active VDN
, 3-10
adapting
to a long wait
, 2-16
to changing call traffic
, 2-16
adjunct routing
considerations
, C-4
function
, 9-1
hardware and software requirements
, B-6
relationship table for treatment and goto steps
, 9-5
with call prompting
, 9-1
with look-ahead interflow
, 9-1
adjunct routing command
, 1-6, 3-13, A-15
cancelling ASAI route request
, A-17
neutral vector command
, 8-8, A-19
requirements
, 1-6
success/failure criteria
, A-82
syntax
, A-15
troubleshooting
, D-3
administering
VDN skills
, 10-7
advanced vector routing
, 1-5, 6-1
expected wait time
, 6-2
hardware and software requirements
, B-4
rolling average speed of answer
, 6-10
VDN calls
, 6-12
agent login ID
associated capabilities
, 10-23
form
, 10-22
agents
available
definition
, 3-4
direct
, 1-4
logical
, 1-4, 10-2
matching talents with needs of caller
, 10-1
optimal utilization
, 8-1
staffed
definition
, 3-4
when available
, 2-6
when not available
, 2-6
ANI routing
, 7-1
calling party number
, 7-2
function
, 7-1
use in North America
, 7-2
ANI/ii-digits
hardware and software requirements
, B-5
ANI/ii-digits routing
, 1-5
ANI routing
, 7-1
requirements
, 2-4
announcement command
, 3-13
classifications of
, 4-3
differences between G2 and G3
, E-6
example
, 4-4, 4-5, 4-7
neutral vector command
, 8-8, A-23
success/failure criteria
, A-82
syntax
, A-22
troubleshooting
, D-4
announcements
, A-22
example
, 4-4, 4-5
answer supervision considerations
adjunct routing
, A-18
announcement
, A-23
busy
, A-24
check-backup
, A-28
collect digits
, A-34
converse-on
, A-39
disconnect
, A-46
goto step
, A-53
goto vector
, A-59
messaging
, A-61
queue-to
, A-65
route-to
, A-71
stop
, A-76
wait-time
, A-79
answering agent’s display
, 8-11
application
example
adjunct routing
, 11-10, 11-20
ANI routing
, 11-11
automated attendant
, 11-4
basic call vectoring
, 11-2, 11-5, 11-8, 11-10, 11-11,
11-15, 11-20
call prompting
, 11-4, 11-5, 11-10, 11-11, 11-20
customer service center
, 11-2
data in/voice answer
, 11-5
data/message collection
, 11-5
distributed call centers
, 11-8
DIVA and data/message collection
, 11-5
expected wait-time
, 11-11
expert agent selection
, 11-15, 11-20
help desk
, 11-10
insurance agency/service agency
, 11-11
look-ahead interflow
, 11-8
resort reservation service
, 11-20