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IN-8 Issue 4 September 1995
R
receiving and implementing the call route, 9-7
receiving feedback about a call
, 2-7
redirecting calls
methods for
, 3-2
reducing
caller hold time
, 2-17
number of needed agents
, 3-6
staffing requirements
, 2-17
transferred calls
, 2-17, 3-3
removing incorrect digits strings
, 5-4
reporting
agent handling
, 3-7
call handling
, 3-7
via Basic Call Management System
, 3-7
via BCMS
, 3-7
via CentreVu Call Management System
, 3-7
via CMS
, 3-7
reports
BCMS
BCMS Split Report
, F-15
VDN Real-Time Report
, F-15
VDN Summary Report
, F-15
CMS
Split Summary Report
, F-14
VDN Report
, F-14
Vector Report
, F-15
requeuing calls
, 3-4
requirements
software and hardware
for adjunct routing
, B-6
for advanced vector routing
, B-4
for ANI/ii-digits routing
, B-5
for basic call vectoring
, B-2
for call prompting
, B-3
for G3V4 enhancements
, B-4
for look-ahead interflow
, B-5
rolling ASA
considerations
, 6-11
split calculation
, 6-10
VDN calculation
, 6-11
rolling average speed of answer
, 6-10
route validation
, 9-7, A-18
route validation failure
, 9-7, A-18
route-to
look-ahead interflow
, 8-1
route-to command
, A-68
differences between G2 and G3
, E-5
neutral vector command
, 8-8, A-73
summary of conditions for destination types
, G-2
syntax
, A-68
troubleshooting
, D-8
route-to digits
, 3-14
route-to number
, 3-14
route-to requests
multiple outstanding
, 9-8
routing
, 7-1
ii-digits
, 7-5
uses for
, 7-5
routing calls
, 1-5, 1-6, 2-17, 3-3, 3-13, 4-2
based on DNIS
, 3-6
example table of call distribution via UCD/EAD
, 10-21
example table of UCD/EAD call scenario
, 10-20
intelligently
, 8-1
overriding specifications
, 3-9
to an agent
, 10-18
delivery from a skill hunt group
, 10-18
to skill queue
using call prompting
, 10-14
using expert agent selection
, 10-18
using super agent pool
, 10-15
routing tables
, 7-3
S
security
main type of problem
, I-1
method
front-ending remote access
, I-2
advantages
, I-2
replacing remote access
, I-2
methods for preventing remote access abuse
, I-1
preventing unauthorized users access
, I-1
providing
, 3-8
replacing remote access
, I-2
with EAS
, I-3
with expert agent selection
, I-3
with remote access
, I-1
with service observing
, I-3
with vector initiated service observing
, I-3
sending the route call request
, 9-2
service observing
, 3-11, 5-13
silence
, 3-12
when occurs
, 3-5, 3-6, 3-14
skill
definition
, 10-5
example table for an auto club
, 10-6
table for auto club application
, 10-16
table of preferences assignments for VDN 1616
, 10-16
skill call
example table of distribution for a single agent
, 10-19
skill call queue sequence
example table
, 10-19
split
backup
definition
, 3-3
main
definition
, 3-3
split flows