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Basic Call Vectoring
4-14 Issue 4 September 1995
here) usually contains an announcement that provides the caller with the
appropriate apology and subsequent directives. If the caller is successfully
connected to AUDIX, vector processing terminates, and a message may be left
for the specified mailbox (2000, in this case).
Finally, if the supervisor or a group of agents has an Automatic Message Waiting
(AMW) Lamp for the mailbox used, and if the lamp lights, the relevant party, upon
returning, knows a caller has left an AUDIX message.
Option with the VDN as the Coverage Point
Recall from Chapter 3 that the Vector Directory Number (VDN) can be used as
the last point in a coverage path. This capability allows the call to first go to
coverage and to then be processed by Call Vectoring and/ or Call Prompting.
The capability also allows you to assign AUDIX or the Message Server to a
vector-controlled hunt group and to therefore enable access to these servers via
a
queue-to main split
or
check-backup split
command. The result of all this is that
call handling flexibility is enhanced.
Here’s a vector, for which the VDN serves as a final coverage point, that allows
the caller to leave a recorded message.
Figure 4-12. Leaving Recorded Messages (VDN as the
coverage point option)
In Steps 3 and 8 of the vector, the caller is given the option of leaving a recorded
message. However, in accord with our discussion at the beginning of this
section, the
queue-to main split
command instead of the
messaging split
command is used in each case. The advantage here is that the call is actually
queued
to the AUDIX split or to the message server split. On the other hand, a
messaging split
command does not queue the call to the split; instead (if
VDN 1 (used in a coverage path)
Vector 1
1. goto step 7 if time-of-day is mon 8:01 to fri 17:00
2. goto step 13 if staffed-agents in split 10 < 1
3. queue-to main split 10 pri 1 (AUDIX split)
4. wait-time 20 seconds hearing ringback
5. announcement 1000 (‘‘Please wait for voice
mail to take your message.’’)
6. goto step 4 if unconditionally
7. goto step 2 if staffed-agents in split 20 < 1
8. queue-to main split 20 pri 1 (message server split)
9. wait-time 12 seconds hearing ringback
10. announcement 1005 (‘‘Please wait for an attendant
to take your message.’’)
11. wait-time 50 seconds hearing music
12. goto step 10 if unconditionally
13. disconnect after announcement 1008 (‘‘We cannot
take a message at this time. Please call back tomorrow.’’)