Manuali utente per AT&T DEFINITY Generic 3

AT&T

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Sommario

Table of Contents
2
1. About This Document
19
- Feature Availability
  19
- What is Call Vectoring?
  19
- What is Expert Agent Selection (EAS)?
  22
- Call Vectoring Features
  23
- Contents and Organization of the Guide
  24
- Intended Audience and Use of the Guide
  24
- References
  25
2. Tutorial
26
- Introduction
  26
- Entering the Vector On-Line
  26
  - Procedures for Basic Screen Administration
    27
    - Enhanced Vector Editing (G3V4 and later releases)
      30
- Constructing a Vector: One Approach
  30
- Benefits of Call Vectoring
  40
3. Fundamentals of Call Vectoring
43
- Introduction
  43
- Call Management
  43
  - Call Flow
    44
    - Caller Control
      45
  - Call Queuing to Splits
    45
    - Split Queue Priority Levels
      46
  - Agent Work Mode
    46
  - Calling Party Feedback
    47
  - Dialed Number Identification Service (DNIS)
    48
- Vector Processing
  49
  - Vector Directory Number
    49
    - VDN Override
      51
    - VDN in a Coverage Path
      52
    - Service Observing VDNs
      53
  - Vector Control Flow
    53
    - Termination vs. Stopping
      54
  - Programming Capabilities
    54
    - Command Summary
      55
      - Condition Testing within the Commands
        56
4. Basic Call Vectoring
58
- Introduction
  58
- Command Set
  59
- Functions and Examples
  59
- Vector Chaining
  77
5. Call Prompting
78
- Introduction
  78
- Command Set
  79
- Touch-Tone Collection Requirements
  79
- Call Prompting Digit Entry
  80
- Functions and Examples
  82
- Dial-Ahead Digits
  91
- ASAI-Requested Digit Collection
  95
- ASAI-Provided Dial-Ahead Digits
  96
6. Advanced Vector Routing
97
- Introduction
  97
- Command Set
  97
- Expected Wait Time (EWT)
  98
- Rolling Average Speed of Answer (ASA)
  106
  - Rolling ASA Split Calculation
    106
  - Rolling ASA VDN Calculation
    107
  - Rolling ASA Considerations
    107
  - Example
    107
- VDN Calls
  108
  - Counted Calls
    109
  - Example
    109
7. ANI and II-Digits Routing
110
- Introduction
  110
- Command Set
  110
- ANI Routing
  110
  - ANI Routing Example
    111
  - Vector Routing Tables with ANI
    112
- II-Digits Routing
  114
  - II-Digits Routing Example
    116
8. Look-Ahead Interflow
118
- Introduction
  118
- Command Set
  118
- Functions and Examples
  119
9. Adjunct Routing
132
- Introduction
  132
- Functions and Examples
  132
- Multiple Outstanding Route Requests
  139
  - User Scenarios
    140
10. Expert Agent Selection
141
- Call Vectoring Applications
  179
  - Introduction
    179
  - Customer Service Center
    180
  - Automated Attendant
    182
  - DIVA and Data/Message Collection
    183
  - Distributed Call Centers
    186
  - Help Desk
    188
  - Insurance Agency/Service Agency
    189
  - Warranty Service (with EAS)
    193
  - Resort Reservation Service (with EAS)
    198
    - Placing the Reservation
      198
      - Specific Number Dialing
        198
      - General Number Dialing
        199
    - Call-Back Provisions
      200
  - Vector Exercises
    201
- Introduction
  141
- Identifying Caller Needs
  142
  - DNIS/ISDN Called Party
    144
  - Call Prompting/VRU Digits
    144
  - Host Database Lookup
    145
  - Direct Agent Calling
    145
- Functions and Examples
  145
  - Administering Skills
    145
    - VDN Skills
      147
      - Vector Directory Number (VDN) Form
        150
      - Call Vector Form
        151
    - Agent Skills
      151
  - Delivering the Call to the Skill Queue
    153
    - Procedure Using Call Prompting
      154
    - Super Agent Pool
      155
  - Routing the Call to an Agent
    158
    - Delivery from a Skill Hunt Group
      158
    - ACD Login ID Dialing
      162
- Interactions Involving EAS
  165
  - Feature Interactions
    165
    - Abbreviated Dialing
      165
    - Administration Without Hardware
      165
    - Agents in Multiple Splits Feature
      165
    - Agent Work Modes
      166
    - Assist
      166
    - Audible Message Waiting
      166
    - Auto-Available Skills
      166
    - Automatic Answering with Zip Tone
      167
    - Basic CMS
      167
    - Bridging
      167
    - Call Coverage
      167
    - Call Forwarding
      167
    - Call Park
      167
    - Call Pickup
      168
    - Class of Restriction
      168
    - Class of Service
      168
    - Dial Plan
      168
    - Direct Agent Calling
      168
    - Displays—Voice Terminal
      168
    - Look-Ahead Interflow
      169
    - Multiple Split Queuing
      169
    - OCM/EAS
      169
      - Commands for OCM Predictive Calls
        170
    - Queue Status Indications
      170
    - Service Observing
      170
    - Remote Service Observing
      171
    - SMDR/CDR
      171
    - VDN Override
      171
    - Work Mode Buttons
      171
  - Adjunct Interactions
    171
    - ASAI
      171
      - Call Control
        171
      - Feature Requests
        172
      - Multiple Monitors
        173
      - Value Queries
        173
      - Event Notification
        173
      - Adjunct-Controlled Skills
        173
    - AUDIX
      174
    - CMS (R3V2 and later releases)
      174
    - Speech-Processing Adjuncts
      174
- EAS Agent LoginID Table
  175
- Upgrading to a G3 EAS Environment
  178
11. Call Vectoring Applications
179
- Introduction
  179
- Customer Service Center
  180
- Automated Attendant
  182
- DIVA and Data/Message Collection
  183
- Distributed Call Centers
  186
- Help Desk
  188
- Insurance Agency/Service Agency
  189
- Warranty Service (with EAS)
  193
- Resort Reservation Service (with EAS)
  198
  - Placing the Reservation
    198
    - Specific Number Dialing
      198
    - General Number Dialing
      199
  - Call-Back Provisions
    200
- Vector Exercises
  201
A. Call Vectoring Commands
208
- Introduction
  208
- Command Description/Reference
  209
- Command/Option Summary
  210
- Command Job Aid
  212
- Command Directory
  221
  - Adjunct Routing Command
    222
  - Purpose
    222
  - Syntax
    222
  - Valid Entries
    222
  - Requirements
    222
  - Example
    222
  - Operation
    222
  - Answer Supervision Considerations
    225
  - Feature Interactions
    226
  - CMS Interactions
    226
  - BCMS Interactions
    228
  - Announcement Command
    229
  - Purpose
    229
  - Syntax
    229
  - Valid Entries
    229
  - Requirements
    229
  - Example
    229
  - Operation
    229
  - Answer Supervision Considerations
    230
  - Feature Interactions
    230
  - BCMS/CMS Interactions
    230
  - Busy Command
    231
  - Purpose
    231
  - Syntax
    231
  - Requirements
    231
  - Operation
    231
  - Answer Supervision Considerations
    231
  - Feature Interactions
    231
  - CMS Interactions
    232
  - BCMS Interactions
    232
  - Check-Backup Command
    233
  - Purpose
    233
  - Syntax
    233
  - Valid Entries
    233
  - Requirements
    234
  - Examples
    234
  - Operation
    234
  - Answer Supervision Considerations
    235
  - Feature Interactions
    235
  - CMS Interactions
    236
  - BCMS Interactions
    237
  - Collect Digits Command
    238
  - Purpose
    238
  - Syntax
    238
  - Valid Entries
    238
  - Requirements
    238
  - Example
    238
  - Operation
    238
  - Answer Supervision Considerations
    241
  - Feature Interactions
    241
  - CMS Interactions
    241
  - Converse-on Command
    242
  - Purpose
    242
  - Syntax
    242
  - Valid Entries
    242
  - Requirements
    242
  - Examples
    242
  - Operation
    243
  - Answer Supervision Considerations
    246
  - Feature Interactions
    246
  - CMS Interactions
    252
  - BCMS Interactions
    252
  - Disconnect Command
    253
  - Purpose
    253
  - Syntax
    253
  - Valid Entries
    253
  - Requirements
    253
  - Example
    253
  - Operation
    253
  - Answer Supervision Considerations
    253
  - Feature Interactions
    254
  - CMS Interactions
    254
  - BCMS Interactions
    254
  - Goto Step Command
    255
  - Purpose
    255
  - Syntax
    255
    - Conditions = available-agent, staffed-agents:
      255
    - Conditions = calls-queued, oldest call-wait:
      255
    - Condition = rolling-asa:
      255
    - Condition = counted-calls:
      256
    - Condition = expected-wait:
      256
  - Valid Entries
    256
  - Requirements
    258
  - Examples
    258
  - Operation
    259
  - Answer Supervision Considerations
    260
  - Feature Interactions
    260
  - CMS Interactions
    260
  - Goto Vector Command
    261
  - Purpose
    261
  - Syntax
    261
    - Conditions = available-agent, staffed-agents:
      261
    - Conditions = calls-queued, oldest call-wait:
      261
    - Condition = rolling-asa:
      262
    - Condition = counted-calls:
      262
    - Condition = expected-wait:
      262
  - Valid Entries
    262
  - Examples
    264
  - Operation
    265
  - Answer Supervision Considerations
    266
  - Feature Interactions
    266
  - CMS Interactions
    266
  - Messaging Command
    268
  - Purpose
    268
  - Syntax
    268
  - Valid Entries
    268
  - Requirements
    268
  - Example
    268
  - Operation
    268
  - Answer Supervision Considerations
    269
  - Feature Interactions
    269
  - CMS Interactions
    270
  - BCMS Interactions
    271
  - Queue-to Main Command
    272
  - Purpose
    272
  - Syntax
    272
  - Valid Entries
    272
  - Requirements
    272
  - Example
    272
  - Operation
    272
  - Answer Supervision Considerations
    273
  - Feature Interactions
    273
  - CMS Interactions
    274
  - BCMS Interactions
    275
  - Route-to Command
    276
  - Purpose
    276
  - Syntax
    276
  - Valid Entries
    276
  - Requirements
    276
  - Example
    276
  - Operation
    277
    - Coverage
      279
  - Answer Supervision Considerations
    279
  - Feature Interactions
    279
  - CMS Interactions
    281
  - BCMS Interactions
    283
  - Stop Command
    284
  - Purpose
    284
  - Syntax
    284
  - Requirements
    284
  - Operation
    284
  - Answer Supervision Considerations
    284
  - Feature Interactions
    284
  - CMS Interactions
    285
  - Wait-time Command
    286
  - Purpose
    286
  - Syntax
    286
    - Multiple Audio/Music Sources Syntax (G3V4 and late...
      286
  - Valid Entries
    286
  - Requirements
    287
  - Example
    287
  - Operation
    287
  - Answer Supervision Considerations
    287
  - Feature Interactions
    288
  - CMS Interactions
    288
- Criteria for Success/Failure of Call Vectoring Com...
  289
B. Call Vectoring Management
295
- Introduction
  295
- Implementation Requirements for the Call Vectoring...
  295
- Enabling the Vector Disconnect Timer
  301
- Upgrading to a Call Vectoring Environment
  301
- Changing and Testing the Vector
  301
C. Considerations for the Call Vectoring Features
303
- Introduction
  303
- Basic Call Vectoring Considerations
  303
- Call Prompting Considerations
  304
- Look-Ahead Interflow Considerations
  305
- Adjunct Routing Considerations
  306
- VDN Return Destination Considerations
  307
  - User Scenario — Remote Access with Host Provided S...
    308
  - User Scenario — Saving in Trunk Facilities Between...
    310
D. Troubleshooting Vectors
311
- Introduction
  311
- Unexpected Feature Operations
  311
- Unexpected Command Operations
  313
- Converse Command Debugging
  319
- Tracking Unexpected Vector Events
  322
  - Display Events Form
    322
  - Display Events Report
    323
  - Summary of Vector Events
    324
E. Functional Differences for G2 and G3 Call Vectorin...
334
- Introduction
  334
- Differences in Command Function
  334
  - Queue-to Main Split and Check-Backup Split
    335
  - Goto Step and Goto Vector
    337
  - Route-to Number
    338
  - Announcement
    339
  - Wait-time
    340
  - Busy
    340
- General Call Vectoring Functional Differences
  341
- Differences in Defining/Interpreting Split Flows
  343
  - R3 CMS Standards
    344
    - R2 CMS Standards
      344
- Differences Between G2 and G3r EAS
  345
F. Interactions Between Call Vectoring/EAS and BCMS/C...
347
- Introduction
  347
- BCMS/CMS Tracking in a Call Vectoring Environment
  348
  - Defining and Interpreting Call Flows
    348
    - Answered and Abandons
      348
    - Busies and Disconnects
      349
    - VDN Inflows and Outflows
      349
      - R3 CMS and BCMS Standards
        350
    - Vector Inflows and Outflows
      350
      - R3 CMS Standards
        350
    - Split Inflows, Outflows, and Dequeues
      351
      - R3 CMS and BCMS Standards
        351
      - R2 CMS Standards
        352
      - Examples of Split Flow Tracking
        353
      - Evaluating Split Performance
        358
- Using BCMS/CMS Reports to Evaluate Call Vectoring ...
  360
  - CMS Reports
    360
  - BCMS Reports
    361
- Using CMS in an EAS Environment
  362
  - Tracking Entities
    362
    - Agents and their Skills
      362
    - Direct Agent Calls
      362
    - Non-ACD Calls
      363
    - VDN Skill Preferences
      363
G. Operation Details for the Route-to Command
365
- Introduction
  365
H. Detailed Call Flow for Converse— VRI Calls
370
- Introduction
  370
- Converse Call Placement
  371
- Data Passing
  372
- VRU Data Collection
  375
- Script Execution
  376
- Data Return
  376
- Script Completion
  378
- DEFINITY Switch Data Collection
  379
I. Security Issues
381
- Introduction
  381
- Remote Access
  381
  - Front-Ending Remote Access
    382
  - Replacing Remote Access
    382
- EAS
  383
- Vector Initiated Service Observing Security
  383
J. Setting Up a Call Center
384
- Introduction
  384
- Call Vectoring/Non-EAS Option
  385
- Call Vectoring/G3 EAS Option
  393
K. Converting a Call Center to EAS
406
- Introduction
  406
- Step 1: Pre-EAS Cutover Administration for the G3V...
  407
- Step 2: Pre-EAS Cutover Administration for CMS
  411
- Step 3: Pre-EAS Cutover Administration for AUDIX
  411
- Step 4: Pre-EAS Cutover Administration for Messagi...
  412
- Step 5: Pre-EAS Cutover Administration for ASAI
  412
- Step 6: EAS Cutover
  412
L. V4 Feature Availability
415
M. Improving Performance
417
- Introduction
  417
- Looping Examples
  419
  - Audible Feedback
    419
  - Lookahead Interflow
    420
  - Check Backup
    422
- Other Examples
  424
  - After Business Hours
    424
  - Lookahead Interflows
    425
- Relative Processing Cost of Vector Commands
  427
N. Call Vectoring System Parameters
429
- G3iV1.1 and G3V2 System Parameters
  429
- G3V3 System Parameters
  430
- G3V4 System Parameters
  431
Glossary
432
Index
446

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Pagine:

458
Language:

English

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