Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Hunt Group Solutions
12-6Call Vectoring
12
Applications
There are many different applications for Call Vectoring. However, Call Vectoring
is used primarily to handle the call activity of Automatic Call Distribution splits. Call
Vectoring can also manage a queue by keeping calls queued in up to three splits
(with four different priority levels) while also providing a series of other processing
options. Descriptions of other common applications follow.
Special Treatment for Selected Callers
For example, calls from preferred credit card customers may receive priority
treatment, but they do not have to be handled by a separate split. Agents in the
same split can handle both preferred customers and all other customers. Calls to
different Vector Directory Numbers (and vectors) can queue to different priority
levels, with preferred customers having top priority. This means that when all
agents are busy in this split, calls from preferred customers would go to the top of
the queue ahead of other callers already in the queue.
Night Treatment
During non-business hours, the call vector could route calls to a specified
destination such as an announcement and then disconnect the call. During
business hours, the vector could queue calls to splits for connections with agents.
All of this can be accomplished automatically without any intervention by the split
supervisor.
Attendant Vectoring
With Attendant Vectoring, a highly flexible approach for managing incoming calls
to an attendant is available. For example, with current night service operation,
calls redirected from the attendant console to a night station can only ring at that
station and will not follow any coverage path. With Attendant Vectoring, night
service calls will follow the coverage path of the night station. The coverage path
could go to another station, and then eventually to a voice mail system. The caller
can then leave a message that can be retrieved and acted upon.
Off-loading of Periodic Excess Calls
A vector can check conditions in the targeted split, such as the number of calls
already in queue. If the number is above a certain threshold, the vector bypasses
that split and routes the call to another split, or the vector can return a busy signal.
However, if the number is below the threshold, the vector queues the call to that
split.