Call Vectoring applications provides example applications of the Call Vectoring feature.
List of example applications
Example applications and the primary feature that is illustrated are listed in the following table.
Example Features used
Customer service center exampleon page 130 Basic Call Vectoring Automated attendant exampleon page 131 Call Prompting Data in/voice answer and data/message collection
exampleon page 132
Call Prompting, Basic Call Vectoring
Local attendant group access codeon page 138 Attendant Vectoring Incoming trunk calls to attendant groupon page 139 Attendant Vectoring Incoming LDN callson page 139 Attendant Vectoring Night station service exampleon page 140 Attendant Vectoring Holiday Vectoring exampleon page 141 Holiday Vectoring
Dial by Nameon page 143 Basic Call Vectoring, Call Prompting
Call Vectoring applications
Customer service center example
The example scenario involves a customer service center that is open weekdays from 8 a.m. until 5 p.m. The center provides two separate telephone numbers. One number is for regular customers, while the other number is for priority customers. The following vector examples show how calls to the customer service center are handled.
Example application - customer service center
When a priority customer places a call to the correct number, vector 22 is accessed. The first two steps of this vector determine if the call arrives during nonbusiness hours. If the call arrives between 5:00 p.m. and 8:00 a.m. on any given day, step 1 routes the call to
VDN (extension=1021 name=‘‘Customer Serv’’ vector=21) Vector 21:
VDN (extension=1022 name=‘‘Priority Cust’’ vector=22) Vector 22:
If the call is placed during business hours, step 3 of vector 22 determines if the number of high-priority calls that are queued in the main split exceeds 10. If more than 10 calls are in the queue, control is sent to step 12, which routes the call to the attendant. If less than 10 calls are in the due, the call is queued to the main split (step 4). If the call is not answered immediately, an appropriate announcement is provided (step 5), followed by a wait period (step 6).
If the call is not answered after the wait time specified in step 6, steps 7 and 8 attempt to queue the call to a backup split (splits 2 and 3, respectively). The call is queued to either split if the oldest call in the split has been waiting fewer than 20 seconds.
Even if the call is queued to one of the backup spilts, the call is passed to steps 9 through 11, which implement an announcement-wait cycle that continues until either an agent answers the call, or the caller abandons the call.
A call that is placed by a nonpriority customer is processed by vector 21. Vector 21 provides a treatment similar to that provided by vector 22, with the following exceptions:
● Backup splits are not queried for nonpriority calls
● Priority calls are assigned a higher priority in the queue
● Priority calls route to an operator when too many calls are queued, but nonpriority calls route to a busy signal.
Automated attendant example
This example scenario shows the use of Automated Attendant, which is one of the applications that can be supported by the Call Prompting feature. Automated Attendant allows the caller to enter the extension of the party that the caller wants to reach.
Depending on the parameters established, the user can enter up to 16 digits from a touchtone telephone.
Automated Attendant is usually used by contact centers that do not have DID trunks and whose callers know the extension of the people they are calling. Because it reduces the need for “live attendants,” Automated Attendant reduces contact center costs.
The following example shows an example of a vector that implements Automated Attendant.
Example application - automated attendant
1. wait-time 0 seconds hearing ringback
2. collect 5 digits after announcement 30001
Call Vectoring applications
Step 1 of this vector contains the wait-time command, which is placed before the collect digits command in step 2 to provide the caller with ringback in the event that a TTR is not immediately available. A TTR must be connected in order for the collect digits command to take effect. Once a TTR is connected, the caller is prompted to enter the destination extension of the party he or she wants to reach (step 2). The collect digits command in step 2 collects the digits. Thereafter, the route-to digits command in step 3 attempts to route the call to the destination.
If the route-to digits command fails because the caller fails to enter any digits, or because the digits entered do not comprise a valid extension, then the route-to number command in step 4 routes the call to the attendant. However, as long as the destination is a valid extension, the route-to digits command succeeds, coverage applies, and vector processing terminates. Note that even if the destination is busy, vector processing terminates because coverage call processing takes effect.
Data in/voice answer and data/message collection example
This example involves a mutual fund company that is open 24 hours a day, 7 days a week.
All incoming calls are directed to a single VDN extension that maps to a main vector. The main vector presents a menu of options to the calling party, and the vector also uses Call Prompting to determine the desired service. Three services are offered:
● New accounts enables the customer to open a new account.
● Account inquiries enables the customer to make inquiries concerning his or her account.
● Net asset values enables the customer to hear information concerning the net asset values of the company’s funds.
If the caller selects “account inquiries,” he or she is prompted to input his or her account number before being answered by an agent. The agent can use the CALLR-INFO button to display this number.
Note:
If the agent has a two-line display telephone, the account number is automatically displayed on the second line. Some supported display telephones include 6416, 6424, 8410, 8434 and CallMaster set. The CallMaster VI telephone is not supported on Category B systems.
This example uses three other applications that can be supported by the Call Prompting feature:
● Data In/Voice Answer (DIVA) allows a caller to receive information on a topic that he selects at the prompt. The caller selects the desired topic by entering the appropriate digits.
● Message Collection allows the caller to leave a recorded message instead of waiting for the call to be answered.
The four vectors shown below illustrate how the mutual fund company handles telephone calls. Typically, the vector should be programmed to check if queue slots are available.
Example application - mutual fund company
VDN (extension=1030 name=”ABC Inv” vector=10 display override=”y”) Vector 10
5. collect 1 digits after announcement 4020
(‘‘We’re sorry. All of our operators are busy at
10. messaging split 5 for extension 4000
11. announcement 3538 (“We’re sorry, we cannot take
your message at this time. You may continue to hold, or you can call back later.’’)
12. goto step 4 if unconditionally
Call Vectoring applications
DIVA and data/message collection vector examples (continued)
When the call is placed, vector processing begins in vector 10, which is the main vector.
Step 1 of the vector contains the wait-time command, which is placed before the collect digits command in step 2 to provide the caller with feedback in the event that a tone detector is not immediately available. Once a tone detector is connected, the collect digits command provides an announcement that requests the caller to enter 1, 2, or 3, depending upon the service desired. If the caller enters a digit other than 1, 2, or 3 mentioned, or if the caller fails to enter any digits within 10 seconds, then the command fails and the call is routed to the attendant (step 6). If the caller enters 1, 2, or 3 within 10 seconds, then the call is routed to the vector specified in the appropriate route-to number command, which appears in steps 3, 4, and 5.
VDN (extension=1032 name=”Account Inq” vector=12) Vector 12:
1. wait-time 0 secs hearing ringback
2. collect 6 digits after announcement 3533 (“Please enter your 6-digit account number.”)
3. goto step 7 if calls-queued in split 1 > 19 4. queue-to split 1 pri m
5. announcement 3535
6. wait-time 60 secs hearing music
7. collect 1 digits after announcement 4020
(“We’re sorry. All of our operators are busy at
10. wait time 50 secs hearing music 11. goto step 8 if unconditionally 12. messaging split 5 for extension 4000
13. announcement 3538 (“We’re sorry, we cannot take
your message at this time. You may continue to hold, or
For instance, assume that, when prompted, the caller enters 3 because he or she wants to learn about the net asset values of the company’s funds. In such a case, the route-to number commands in step 3 and in step 4 fail, because in each case, the digit that is tested for in the condition portion of the command is not 3. However, the route-to number command in step 5 succeeds because the digit that is tested for matches the one entered by the caller. Accordingly, the call is routed to VDN extension 1033, and vector processing continues in vector 13.
The announcement command in step 1 of vector 13 provides the caller with the information on net asset values and then disconnects the call.
The process just described, whereby the caller receives information as a result of making a request at the prompt, is an example of the Data In/Voice Answer (DIVA) application.
Returning to the main vector, suppose that another caller wants to make an inquiry into his or her account, and the caller enters 2 when prompted. In such a case, step 3 fails, but step 4 succeeds. Accordingly, the call is routed to VDN extension 1032, and vector processing continues in vector 12.
The collect digits command in step 2 of vector 12 first requests the caller to enter his or her 6-digit account number. The command then collects the digits that are entered by the caller. Whether or not the caller correctly enters the digits, the queue-to split command in step 4 queues the call. If an agent does not immediately answer the call, the standard announcement is provided in step 5 and, if necessary, a delay is provided in step 6. The announcement in step 7 provides the caller with the option of leaving a message instead of having his or her call wait in queue. The caller is instructed to enter 1 if he or she wants to leave a recorded message. If the caller does not enter 1, the goto step
command in step 8 fails, and an announcement-wait cycle is implemented by steps 9, 10, and 11 until the call is answered or abandoned. If the caller does enter 1 within 10
seconds, step 8 passes control to step 12. The messaging split command in step 12 attempts to connect the caller to an AUDIX or Message Center split so that the caller can leave a message. If the connection is made, the caller first hears ringback and can then leave a message. If the connection is not made, the step is unsuccessful, and step 13 provides an announcement that indicates that a connection could not be made. Thereafter, the goto step command in step 14 sends call control back to step 6, which leads the caller back into the steps to leave a message.
The process that was just described, whereby the caller, when prompted, enters digits that comprise an official number (an account number, in this case), is an example of the Data Collection application. If the agent has a CALLR-INFO button or a two-line display, the agent can see the digits that are entered by the caller. As a result, the agent need not request the account number from the caller.
Call Vectoring applications
In step 2 of vector 11, the call is queued to the main split. Thereafter, if necessary, step 3 provides the appropriate announcement, and step 4 provides a delay period. The
announcement in step 5 provides the caller with the option of leaving a recorded message instead of having his or her call wait in queue. This is an example of the Message
Collection application. The caller is instructed to enter 1 if he or she wants to leave a recorded message. If the caller does not enter 1, the goto step command in step 6 fails, and an announcement-wait cycle is implemented by steps 7, 8, and 9 until the call is answered or abandoned. If the caller does enter 1 within 10 seconds, step 6 passes control to step 10. The messaging split command in step 10 attempts to connect the caller to an AUDIX or Message Center split so that the caller can leave a message. If the connection is made, the caller first hears ringback and can then leave a message. If the connection is not made, the step is unsuccessful, and step 11 provides an announcement that indicates that a connection could not be made. Thereafter, the goto step command in step 12 sends call control back to step 4, which leads the caller back into the steps to leave a message.
Attendant routing example
The following example show how the Attendant Vectoring commands can be used to route calls in an attendant environment. For the attendant vectors, consider the following vectors and vector administration.
Note:
For the following vector examples, tenant partitioning is turned on:
Attendant Vectoring vectors
Call Vectoring applications
Vector administration
● All stations are assigned TN 1 which is associated with attendant group 1, VDN 1999, and music source 1.
● All trunk groups are assigned TN 2 which is associated with attendant group 1, VDN 2999, and music source 2.
● All VDNs are assigned TN 3 which is associated with attendant group 2, VDN 3999, and music source 3.
● Extension 4000 is assigned to a hunt group 1.
● Extension 6000 is assigned to an attendant console for direct access.
Local attendant group access code
When a station dials the attendant access code, the call is redirected to vector 1. If it is lunch time, the call is sent to a hunt group and vector processing terminates. If it is not lunch time, the call is sent to attendant group 1. If an attendant is available, the call is terminated to the attendant and vector processing terminates. Otherwise, the call is queued to the attendant group and the caller hears music from the music source that is assigned to TN 1 until an attendant answers the call. If the call cannot be queued, it is routed to a remote location with coverage, and vector processing terminates. If the call is unanswered after 999 seconds in the attendant queue, the caller hears a busy signal and vector processing terminates.
Note:
The route-to command leaves vector processing as soon as the call is successfully routed. So, in the example above, if it is lunch time the call will route to the hunt group and all hunt group processing will then apply. If the group is assigned a queue, the call is queued. If the group is not assigned a queue and the coverage criteria is met, the call follows the hunt group’s coverage path. If the hunt group is in night service, the call goes to the hunt group’s night service destination. If the route-to command indicates
coverage n, the hunt group’s coverage path is not followed and vector step 7 applies.
Incoming trunk calls to attendant group
When a call is received on a trunk that has the attendant group assigned as the incoming destination or when the call is addressed to the attendant group, the call is redirected to vector 2. The call is then sent to attendant group 1. If an attendant is available, the call is terminated to the attendant and vector processing terminates. Otherwise, the call is queued to the attendant group and the caller hears the announcement followed by music from the music source that is assigned to TN 2. If the call is unanswered after 999 seconds in the attendant queue, the caller is dropped after hearing an announcement and vector processing terminates. If queueing to the attendant fails, the call is queued to hunt group 1.
If a member is available to take the call, the call is terminated to the member and vector processing terminates. If a member is not available and the call can be queued, the call is queued and the caller hears ringback until a member answers. If the call is unanswered after 999 seconds in the hunt group queue, the caller hears busy and vector processing terminates. If the call cannot be queued, the call is routed to the remote location and vector processing terminates.
Note:
The main difference from the example shown in Local attendant group access codeon page 138 is queueing the call to the hunt group rather than routing the call there. In this example, the call will not follow the hunt group’s coverage path or night service destination.
Incoming LDN calls
When a call is received for an LDN, the call is redirected to vector 3. If it is lunch time, the call is sent to attendant 6000. If the attendant is available, the call is answered and vector processing terminates. If the attendant is not available, the call is placed into queue and the caller hears ringback until the attendant answers the call. If the call is unanswered after 999 seconds in the attendant’s queue, the call is sent to the remote location and vector processing terminates. If the call cannot be placed in attendant 6000’s queue, the call is routed to a remote location and vector processing terminates. If it is not lunch time, the call is sent to attendant group 2. If an attendant is available, the call is terminated to the attendant and vector processing terminates. Otherwise, the call is queued to the attendant group and the caller hears an announcement followed by music from the music source assigned to TN 3 every 15 seconds. If the call cannot be queued, it is sent to attendant 6000.
Note:
Vector 3 attempts to queue the call to attendant 6000. A route-to
command could also be used, but care should be taken since an attendant
Call Vectoring applications
Night station service example
This example shows how you can use the Attendant Vectoring features for night service.
Night station service vectors 4 and 5
change vector 4 Page 1 of 3
CALL VECTOR
Number: 4 Name: Night station service vector 4 Multimedia? n Attendant Vectoring? y Lock? y
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n 01 route-to number 9303538100 with cov y if unconditionally 02
change vector 5 Page 1 of 3
CALL VECTOR
Number: 5 Name: Night station service vector 4 Multimedia? n Attendant Vectoring? y Lock? y
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n 01 route-to number 6000 with cov n if unconditionally
02 route-to number 93035381000 with cov y if unconditionally 03
Administration for vector 4 and vector 5 of VDN 4999 is as follows.
● Trunk group 1 is assigned TN 2 which is associated with attendant group 1, and night destination 4999.
● Trunk group 2 is assigned TN 1 which is associated with attendant group 2, and night destination 5999.
● Extension 6000 is assigned to a station.
● System night service is on.
When a non-DID call comes in on trunk group 1, the call is redirected to VDN 4999 which routes it to a remote location.
When a non-DID call comes in on trunk group 2, the call is redirected to VDN 5999 which routes it to station 6000. If station 6000 is unavailable, the call does not cover on station 6000’s coverage path. Vector processing continues and routes the call to a remote
When a non-DID call comes in on trunk group 2, the call is redirected to VDN 5999 which routes it to station 6000. If station 6000 is unavailable, the call does not cover on station 6000’s coverage path. Vector processing continues and routes the call to a remote