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Vector Processing
Issue 4 September 1995
3-13
■ Routing calls. Calls not immediately answered by an agent can be
queued to one or more splits, as explained earlier in this chapter. A caller
can also leave a recorded message if he or she chooses to do so. Finally,
a call can be routed to a number programmed in the vector or to digits
collected from the caller.
■ Branching/programming. Branches can be made from one vector step
to another such step or to another vector. This can be done
unconditionally as well as conditionally. Conditional branching is done
according to a number of conditions (for example, number of available
agents in a split, number of calls in a split queue, the number of the phone
the call is made from, etc.). Finally, vector processing can be stopped
when necessary.
■ Collecting and acting on information. Optionally, touch-tone digits can
be collected and serve as the basis for further vector processing (for
example, a specific agent can be reached via touch-tone digit(s) entered
by the caller).
■ Executing VRU scripts. Voice scripts housed within a Voice Response
Unit (VRU) can be executed for the caller. Voice scripts provide the caller
with information or instructions, and the caller can often make an
appropriate response thereto (by, for example, entering touch-tone digits).
Command Summary
This section lists and describes the commands used by the Call Vectoring
features. The list is meant to help familiarize the reader with these commands.
The commands are explained further in Chapter 4 through Chapter 9 and also in
Appendix A.
■ Adjunct Routing is available only when the CallVisor ASAI capabilities
and Basic Call Vectoring are optioned. The command causes a message
to be sent to an ASAI adjunct requesting routing instructions.
■ Announcement provides the caller with a recorded announcement.
■ Busy gives the caller a busy signal and causes termination of vector
processing.
■ Check-Backup Split conditionally checks the status of a split for possible
termination of the call to that split. The command either connects to an
agent in the split or puts the call into the split’s queue (at the specified
queuing priority level) if the condition specified as part of the command is
met. A call may be queued to up to three different splits simultaneously.
■ Collect Digits allows the user to enter up to 16 digits from a touch-tone
phone. An optional announcement may be played first.
■ Converse-on Split integrates Voice Response Units (VRUs) with the
DEFINITY switch. Specifically, the command allows voice response
scripts to be executed while the call remains in queue, and it allows the
passing of data between the DEFINITY switch and the VRU.