Instruction manual

Call vectoring
Issue 4 May 2003 63555-233-767
Data collection
Data collection allows the calling party to enter data that can then be used by a
host computer application to assist in call handling. For example, this data may be
the calling party’s account number, which could then be used to support an
inquiry/response application.
Data In/Voice Answer (DIVA)
Data In/Voice Answer (DIVA) allows the calling party to hear selected
announcements based on the digits that he or she enters. This may be used for
applications such as an audio bulletin board.
Call vectoring
Call vectoring is a versatile method of routing incoming calls that can be
combined with automatic call distribution for maximum benefit and call center
efficiency. A call vector is a series of call processing steps (such as providing
ringing tones, busy tones, music, announcements, and queuing the call to an ACD
hunt group) that define how calls are handled and routed. The steps, called vector
commands, determine the type of processing that specific calls will receive.
Vector commands may direct calls to on-premises or off-premises destinations, to
any skill or hunt group, or to a specific call treatment such as an announcement,
forced disconnect, forced busy, or music.
With combinations of different vector commands, incoming callers can be treated
differently depending on the time or day of the call, the expected wait time
(EWT), the importance of the call, or other criteria. Each vector can have up to 32
commands. Communication Manager also allows vectors to be linked through the
“goto vector” command.
Advanced vector routing
Advanced vector routing is a collection of features that enhance Communication
Manager vector routing capabilities.
Average Speed of Answer (ASA) routing
Average Speed of Answer (ASA) routing is an enhancement to call vectoring that
provides a flexible method for routing calls or queuing calls based on their
average speed of answer for a VDN or a split/skill.