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Basic Call Vectoring
4-10 Issue 4 September 1995
For this example, let’s suppose first that a caller would like to hear information
concerning car loans. Let’s also assume the call is queued to split 1 (Step 2) and
that vector processing proceeds to Step 6. In such a case, the
converse-on split
command in this step delivers the call to the converse split if there is a queue for
the split and the queue is not full, or if a VRU port is available. (Otherwise, vector
processing continues at the next vector step.) When the VRU port responds, the
step then outpulses VDN 1040 to the VRU via the
passing vdn
parameter
included in the command. In turn, the VRU executes the “car loans” voice
response script for the caller. Note that it is important to provide a feedback step
prior to the converse-on step in case there is a delay in reaching an available
converse split port. In this example step 5 provides music for this purpose.
Now, let’s suppose another caller wants information concerning equity loans. In
such a case, if everything proceeds according to form, VDN 1041 is outpulsed to
the VRU, which in turn executes the ‘‘equity loan’’ voice response script for the
caller.
In either case, while interaction with the VRU is taking place, the call remains in
the appropriate split’s queue (split 1 in this example). If an agent answers the
call while the voice response script is being executed, the voice response script
is interrupted, the line to the VRU is dropped, and the caller is connected to the
available agent. Once a voice response script starts, no further vector steps are
executed until the voice response script is completed.
NOTE:
Refer to Appendix H for a detailed explanation of the call flow for
converse—VRI calls.
Besides VDN extensions, the
converse-on split
command can outpulse to the
VRU calling party extensions, collected (inputted) caller digits (if Call Prompting
is enabled), Expected Wait Time (if Advanced Vector Routing is enabled) call
queue positions, a string of a maximum of six digits or asterisks, a pound sign
(#), or nothing. Further details are included in Chapter 5, "Call Prompting",
Chapter 6, "Advanced Vector Routing" and in Appendix A, "Call Vectoring
Commands".
NOTE:
In the previous example, the
calls-queued
condition in the second
goto
step (Step 4) in effect serves as a checkpoint for determining whether or
not there is enough time for the voice response script (activated by the
converse-on
step) to be executed. Specifically, if five or more calls are
queued to split 1, it is considered feasible to execute the voice response
script.
Routing Calls
Basic Call Vectoring offers several means of routing telephone calls, as follows:
■ Queuing calls to ACD splits