AT&T DEFINITY Generic 3 Manuale Utente

Basic Call Vectoring

Issue  4 September 1995

Here is an example of a delay announcement:

If the caller does as suggested but ends up waiting an appreciable amount of 
time without receiving further feedback, he or she may tire of waiting and hang 
up.  To keep the caller on the phone at least a little longer, a supplementary delay 
announcement similar to the one following might be used:

A delay announcement is usually coupled with a delay step, which is provided by 
the 

wait-time

 command (discussed later).

The customer should incorporate as many supplementary delay announcements 
as he or she deems necessary, given the resources available.

There are times when the customer may find it advantageous to have the agents 

not

 answer calls.  Usually, this option is exercised whenever the customer 

anticipates a barrage of calls concerning an emergency or a service problem of 
which the customer is already aware.  Accordingly, the customer can incorporate 
an appropriate announcement as the very first step in the vector.  Such an 
announcement is referred to as a 

forced announcement

.  Here’s an example.

      announcement 2556 (‘‘All our agents are busy.
      Please hold.’’)

      announcement 2557 (‘‘Thanks for holding.  All
      our agents are still busy.  Please hold.’’)

      announcement 1050 (‘‘We are aware of the current
      situation and are working to rectify the problem.  If your
      call is not urgent, please call back later.’’)