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Vector Processing
Issue 4 September 1995
3-7
be programmed to route to an ACD split comprised of agents who are proficient
in handling several types of calls.
Call Vectoring takes the DNIS number from the network and interprets this
number as a VDN. When the call is delivered to the agent terminal, the unique
name assigned to the particular VDN is displayed on the agent’s terminal. This
allows the agent to know the specific purpose of the call. As a result, the agent
can answer with the appropriate greeting and be immediately prepared to
service the customer.
Vector Processing
If Call Vectoring is in effect, telephone calls are processed by one or more
programmed sequences of command steps called vectors.
The following sections provide a general overview of vector processing. To this
end, the following topics are discussed:
■ Vector Directory Number (VDN)
■ Vector control flow
■ Programming capabilities
Vector Directory Number
Within Call Vectoring, calls access the appropriate vector(s) via a Vector
Directory Number (VDN). A VDN is a ‘‘soft’’ extension number that is not
assigned to an equipment location. In effect, the digits dialed by a caller or sent
to the DEFINITY system from an external network are translated within the system
as a VDN.
The VDN points to the vector, and it defines the service desired by the caller.
The VDN also serves as the application number, and it allows for specific call-
handling and agent-handling statistical reporting within both the DEFINITY Basic
Call Management System (BCMS) and the CentreVu
TM
Call Management System
(CMS) for each application handled by the call center.
VDNs are assigned to different vectors for different services or applications that
require specific treatments. Any number of VDNs can be assigned to the same
vector. As a result, the same sequence of treatments can be given to calls that
reach the PBX/ACD via different numbers or from different locations.
The VDN has several properties. These properties are administered by the
System Manager on the Vector Directory Number administration form.