Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Hunt Group Solutions
12-5Call Vectoring
12
Call Vectoring
Call Vectoring is a versatile method of routing incoming calls that can be
combined with Automatic Call Distribution for maximum benefit and split
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
Automatic Call Distribution split) that define how calls are handled and routed. The
steps, which contain vector commands, determine the type of processing that
specific calls will receive.
Vector commands may direct calls to on-premises or off-premises destinations
(
route-to command), to any split ( goto command), 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 importance of the call, or
other criteria. The system can route incoming callers to different vectors (10 for
csi/si, 20 for r). Each vector can have up to 32 commands. The system also allows
vectors to be linked via the “Go to Vector” command.
Vector Directory Numbers and Vectors
Calls access vectors using Vector Directory Numbers (VDNs). A Vector Directory
Number is a “soft” extension number that is not assigned to a physical equipment
location. A Vector Directory Number has several properties that are administered
by the system manager and that include the extension number, Vector Directory
Number name, class of restriction, display override, and the vector number
associated with the Vector Directory Number.
Access to a Vector Directory Number may occur in many ways. Since a Vector
Directory Number is an extension, it can be accessed in almost any way that an
extension can be accessed.
Each Vector Directory Number maps to one vector. However, several Vector
Directory Numbers may map to the same vector.
When answering a call, the agent will see the information (such as the name)
associated with the Vector Directory Number on the telephone display and can
respond to the call with knowledge of the dialed number. This operation provides
Dialed-Number Identification Service, allowing the agent to identify the purpose of
the incoming call.