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IN-2 Issue 4 September 1995
rolling ASA, 11-11
VDN calls
, 11-11
warranty service
, 11-15
warranty service call center
, 11-18, 11-19
ASA
, 6-10
definition
, F-14
ASAI
link failure
, A-16
ASAI message
contents of
, 9-2
assigning call answering tasks to splits
, 3-6
asterisk (*)
*, use of
, A-31
automatic number identification
, 7-1
calling party number
, 7-2
use in North America
, 7-2
automating tasks
, 2-17
availability of agents
, 3-4
average speed of answer
, 6-10
definition
, F-14
awaiting the response to the call route request
, 9-5
B
basic call vectoring, 1-5
considerations
, C-1
hardware and software requirements
, B-2
basic components of call vectoring
, 1-2
BCMS
, A-25
description of
, F-1
function
, F-1
interactions with
adjunct routing
, A-21
busy
, A-25
check-backup
, A-30
converse-on
, A-45
disconnect
, A-47
messaging
, A-63
queue-to
, A-67
route-to
, A-75
reports
, F-15
BCMS Split Report
, F-15
for security use
, I-2
VDN Real-Time Report
, F-15
VDN Summary Report
, F-15
standards
, F-4
for interpreting split flows
, F-6
for interpreting VDN flows
, F-4
benefits of call vectoring
, 2-15
better utilization of agents
, 3-3
blocking new incoming calls
, K-8
branching
, 2-9, 3-14
branching and programming
, 3-13, 4-2
busy
, 3-13, A-24
difference between G2 and G3
, E-7
busy command
success/failure criteria
, A-82
syntax
, A-24
troubleshooting
, D-4
C
call center setup
EAS
, J-10
agent skills worksheet
, J-20
assigning names to skills
, J-11
current split operation worksheet
, J-17
customer needs worksheet
, J-18
dial plan administration
, J-13
individual agent skill worksheet
, J-19
objectives
, J-10
objectives worksheet
, J-16
skill status assignments
, J-14
steps
, J-10
VDN skill preferences worksheet
, J-21
vector design worksheet
, J-22
key factors
, J-1
non-EAS
current split operation worksheet
, J-7
customer needs worksheet
, J-8
guidelines
, J-3
objectives worksheet
, J-6
steps
, J-2
vector design worksheet
, J-9
call flow method
, 3-2
adjunct routing
, 3-3
interflow
, 3-2
intraflow
, 3-2
look-ahead interflow
, 3-2
multiple split queuing
, 3-2
call flows
answered and abandoned calls
, F-2
busies and disconnects
, F-3
classes of
, F-2
converse-VRI calls
, H-1
defining and interpreting
, F-2
split inflows, outflows, and dequeues
, F-5
types that are tracked
, F-2
VDN inflows and outflows
, F-3
vector inflows and outflows
, F-4
call handling
optimal
, 8-1
call not queued at stop step
, D-15
call prompting
call set
, 5-2
capabilities
, 1-5
command categories
, 5-2
considerations
, C-2
digit entry
, 5-3
entering variable length digit strings
, 5-4