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Fundamentals of Call Vectoring
3-12 Issue 4 September 1995
Each of these control flow types is fully described in the upcoming chapters.
NOTE:
Call Vectoring has an execution limit of 1,000 steps. Once a call enters
vector processing, a ‘‘loop counter’’ keeps track of the number of vector
steps executed. If the loop counter exceeds 1,000, a
stop
command is
executed.
NOTE:
An implicit wait of one second is provided after every seven vector steps if
vector processing is not suspended during any one of these steps (see the
wait-time
command manual pages in Appendix A, "Call Vectoring
Commands").
Termination vs. Stopping
For the purposes of this guide, the expression
vector processing terminates
means a call has completely left vector processing. This occurs when the call is
alerting at an agent’s station, is abandoned by the calling party, receives a
forced disconnect or a forced busy, or is successfully routed to an extension or
to an off-premises number.
It is important to differentiate between
vector processing termination
and
stopping
, the latter of which is caused by the
stop
command or by the execution
of the final step in the vector. Whereas vector processing termination removes
the call from the queue if the call is queued, the
stop
command prevents the
processing of new vector steps
but leaves the call in queue
as the calling party
receives feedback, such as ringback. If vector processing stops and the call is
not queued, the call is dropped.
Vector processing termination and the
stop
command are discussed and
illustrated later in this guide.
Programming Capabilities
The Call Vectoring commands can perform a number of functions relevant to
processing telephone calls. A brief explanation for each of these functions
follows.
■ Providing call treatments. The caller can be provided with a recorded
announcement explaining that, at the moment, an agent cannot answer
the call for some reason (for example, there are no agents available, the
work day is over, etc.). Announcements also provide the caller with
instructions and encouragement. Also, audible feedback (silence,
ringback, system music, or an alternate audio or music source) or a busy
tone can be provided to the caller. Provisions can also be made to delay
vector processing a specific number of seconds before the next vector
step is executed. Also, when necessary, the call can be disconnected.
Finally, a session with voice mail (AUDIX) can be initiated.