command - Avaya Support

command - Avaya Support
Programming Call Vectoring Features in
Avaya Aura® Call Center Elite
Release 7.0.x
Issue 1
May 2016
© 2014-2016, Avaya, Inc.
All Rights Reserved.
Notice
While reasonable efforts have been made to ensure that the
information in this document is complete and accurate at the time of
printing, Avaya assumes no liability for any errors. Avaya reserves
the right to make changes and corrections to the information in this
document without the obligation to notify any person or organization
of such changes.
Documentation disclaimer
“Documentation” means information published in varying mediums
which may include product information, operating instructions and
performance specifications that are generally made available to users
of products. Documentation does not include marketing materials.
Avaya shall not be responsible for any modifications, additions, or
deletions to the original published version of Documentation unless
such modifications, additions, or deletions were performed by or on
the express behalf of Avaya. End User agrees to indemnify and hold
harmless Avaya, Avaya's agents, servants and employees against all
claims, lawsuits, demands and judgments arising out of, or in
connection with, subsequent modifications, additions or deletions to
this documentation, to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked
websites referenced within this site or Documentation provided by
Avaya. Avaya is not responsible for the accuracy of any information,
statement or content provided on these sites and does not
necessarily endorse the products, services, or information described
or offered within them. Avaya does not guarantee that these links will
work all the time and has no control over the availability of the linked
pages.
Warranty
Avaya provides a limited warranty on Avaya hardware and software.
Refer to your sales agreement to establish the terms of the limited
warranty. In addition, Avaya’s standard warranty language, as well as
information regarding support for this product while under warranty is
available to Avaya customers and other parties through the Avaya
Support website: https://support.avaya.com/helpcenter/
getGenericDetails?detailId=C20091120112456651010 under the link
“Warranty & Product Lifecycle” or such successor site as designated
by Avaya. Please note that if You acquired the product(s) from an
authorized Avaya Channel Partner outside of the United States and
Canada, the warranty is provided to You by said Avaya Channel
Partner and not by Avaya.
“Hosted Service” means an Avaya hosted service subscription that
You acquire from either Avaya or an authorized Avaya Channel
Partner (as applicable) and which is described further in Hosted SAS
or other service description documentation regarding the applicable
hosted service. If You purchase a Hosted Service subscription, the
foregoing limited warranty may not apply but You may be entitled to
support services in connection with the Hosted Service as described
further in your service description documents for the applicable
Hosted Service. Contact Avaya or Avaya Channel Partner (as
applicable) for more information.
Hosted Service
THE FOLLOWING APPLIES ONLY IF YOU PURCHASE AN AVAYA
HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA
CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE
FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA
WEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO
UNDER THE LINK “Avaya Terms of Use for Hosted Services” OR
SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE
APPLICABLE TO ANYONE WHO ACCESSES OR USES THE
HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED
SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON
BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE
DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY
AS “YOU” AND “END USER”), AGREE TO THE TERMS OF USE. IF
YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A
COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT
YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE
TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR
IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU
MUST NOT ACCESS OR USE THE HOSTED SERVICE OR
AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED
SERVICE.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA
WEBSITE, HTTPS://SUPPORT.AVAYA.COM/LICENSEINFO,
UNDER THE LINK “AVAYA SOFTWARE LICENSE TERMS (Avaya
Products)” OR SUCH SUCCESSOR SITE AS DESIGNATED BY
AVAYA, ARE APPLICABLE TO ANYONE WHO DOWNLOADS,
USES AND/OR INSTALLS AVAYA SOFTWARE, PURCHASED
FROM AVAYA INC., ANY AVAYA AFFILIATE, OR AN AVAYA
CHANNEL PARTNER (AS APPLICABLE) UNDER A COMMERCIAL
AGREEMENT WITH AVAYA OR AN AVAYA CHANNEL PARTNER.
UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING,
AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE
WAS OBTAINED FROM ANYONE OTHER THAN AVAYA, AN
AVAYA AFFILIATE OR AN AVAYA CHANNEL PARTNER; AVAYA
RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU
AND ANYONE ELSE USING OR SELLING THE SOFTWARE
WITHOUT A LICENSE. BY INSTALLING, DOWNLOADING OR
USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO,
YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM
YOU ARE INSTALLING, DOWNLOADING OR USING THE
SOFTWARE (HEREINAFTER REFERRED TO
INTERCHANGEABLY AS “YOU” AND “END USER”), AGREE TO
THESE TERMS AND CONDITIONS AND CREATE A BINDING
CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE (“AVAYA”).
Avaya grants You a license within the scope of the license types
described below, with the exception of Heritage Nortel Software, for
which the scope of the license is detailed below. Where the order
documentation does not expressly identify a license type, the
applicable license will be a Designated System License. The
applicable number of licenses and units of capacity for which the
license is granted will be one (1), unless a different number of
licenses or units of capacity is specified in the documentation or other
materials available to You. “Software” means computer programs in
object code, provided by Avaya or an Avaya Channel Partner,
whether as stand-alone products, pre-installed on hardware products,
and any upgrades, updates, patches, bug fixes, or modified versions
thereto. “Designated Processor” means a single stand-alone
computing device. “Server” means a Designated Processor that
hosts a software application to be accessed by multiple users.
“Instance” means a single copy of the Software executing at a
particular time: (i) on one physical machine; or (ii) on one deployed
software virtual machine (“VM”) or similar deployment.
License type(s)
Concurrent User License (CU). End User may install and use the
Software on multiple Designated Processors or one or more Servers,
so long as only the licensed number of Units are accessing and using
the Software at any given time. A “Unit” means the unit on which
Avaya, at its sole discretion, bases the pricing of its licenses and can
be, without limitation, an agent, port or user, an e-mail or voice mail
account in the name of a person or corporate function (e.g.,
webmaster or helpdesk), or a directory entry in the administrative
database utilized by the Software that permits one user to interface
with the Software. Units may be linked to a specific, identified Server
or an Instance of the Software.
Heritage Nortel Software
“Heritage Nortel Software” means the software that was acquired by
Avaya as part of its purchase of the Nortel Enterprise Solutions
Business in December 2009. The Heritage Nortel Software is the
software contained within the list of Heritage Nortel Products located
at https://support.avaya.com/LicenseInfo under the link “Heritage
Nortel Products” or such successor site as designated by Avaya. For
Heritage Nortel Software, Avaya grants Customer a license to use
Heritage Nortel Software provided hereunder solely to the extent of
the authorized activation or authorized usage level, solely for the
purpose specified in the Documentation, and solely as embedded in,
for execution on, or for communication with Avaya equipment.
Charges for Heritage Nortel Software may be based on extent of
activation or use authorized as specified in an order or invoice.
Copyright
Except where expressly stated otherwise, no use should be made of
materials on this site, the Documentation, Software, Hosted Service,
or hardware provided by Avaya. All content on this site, the
documentation, Hosted Service, and the product provided by Avaya
including the selection, arrangement and design of the content is
owned either by Avaya or its licensors and is protected by copyright
and other intellectual property laws including the sui generis rights
relating to the protection of databases. You may not modify, copy,
reproduce, republish, upload, post, transmit or distribute in any way
any content, in whole or in part, including any code and software
unless expressly authorized by Avaya. Unauthorized reproduction,
transmission, dissemination, storage, and or use without the express
written consent of Avaya can be a criminal, as well as a civil offense
under the applicable law.
Virtualization
AVAYA CHANNEL PARTNER ACKNOWLEDGES AND AGREES
THE AVAYA CHANNEL PARTNER IS RESPONSIBLE FOR ANY
AND ALL RELATED FEES AND/OR ROYALTIES. THE G.729
CODEC IS LICENSED BY SIPRO LAB TELECOM INC. SEE
WWW.SIPRO.COM/CONTACT.HTML. THE H.264 (AVC) CODEC IS
LICENSED UNDER THE AVC PATENT PORTFOLIO LICENSE FOR
THE PERSONAL USE OF A CONSUMER OR OTHER USES IN
WHICH IT DOES NOT RECEIVE REMUNERATION TO: (I)
ENCODE VIDEO IN COMPLIANCE WITH THE AVC STANDARD
(“AVC VIDEO”) AND/OR (II) DECODE AVC VIDEO THAT WAS
ENCODED BY A CONSUMER ENGAGED IN A PERSONAL
ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER
LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS GRANTED
OR SHALL BE IMPLIED FOR ANY OTHER USE. ADDITIONAL
INFORMATION FOR H.264 (AVC) AND H.265 (HEVC) CODECS
MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE HTTP://
WWW.MPEGLA.COM.
The following applies if the product is deployed on a virtual machine.
Each product has its own ordering code and license types. Note that
each Instance of a product must be separately licensed and ordered.
For example, if the end user customer or Avaya Channel Partner
would like to install two Instances of the same type of products, then
two products of that type must be ordered.
Compliance with Laws
Third Party Components
Preventing Toll Fraud
“Third Party Components” mean certain software programs or
portions thereof included in the Software or Hosted Service may
contain software (including open source software) distributed under
third party agreements (“Third Party Components”), which contain
terms regarding the rights to use certain portions of the Software
(“Third Party Terms”). As required, information regarding distributed
Linux OS source code (for those products that have distributed Linux
OS source code) and identifying the copyright holders of the Third
Party Components and the Third Party Terms that apply is available
in the products, Documentation or on Avaya’s website at: https://
support.avaya.com/Copyright or such successor site as designated
by Avaya. The open source software license terms provided as Third
Party Terms are consistent with the license rights granted in these
Software License Terms, and may contain additional rights benefiting
You, such as modification and distribution of the open source
software. The Third Party Terms shall take precedence over these
Software License Terms, solely with respect to the applicable Third
Party Components to the extent that these Software License Terms
impose greater restrictions on You than the applicable Third Party
Terms.
“Toll Fraud” is the unauthorized use of your telecommunications
system by an unauthorized party (for example, a person who is not a
corporate employee, agent, subcontractor, or is not working on your
company's behalf). Be aware that there can be a risk of Toll Fraud
associated with your system and that, if Toll Fraud occurs, it can
result in substantial additional charges for your telecommunications
services.
The following applies only if the H.264 (AVC) codec is distributed with
the product. THIS PRODUCT IS LICENSED UNDER THE AVC
PATENT PORTFOLIO LICENSE FOR THE PERSONAL USE OF A
CONSUMER OR OTHER USES IN WHICH IT DOES NOT RECEIVE
REMUNERATION TO (i) ENCODE VIDEO IN COMPLIANCE WITH
THE AVC STANDARD (“AVC VIDEO”) AND/OR (ii) DECODE AVC
VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED IN A
PERSONAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO
PROVIDER LICENSED TO PROVIDE AVC VIDEO. NO LICENSE IS
GRANTED OR SHALL BE IMPLIED FOR ANY OTHER USE.
ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG
LA, L.L.C. SEE HTTP://WWW.MPEGLA.COM.
Service Provider
THE FOLLOWING APPLIES TO AVAYA CHANNEL PARTNER’S
HOSTING OF AVAYA PRODUCTS OR SERVICES. THE PRODUCT
OR HOSTED SERVICE MAY USE THIRD PARTY COMPONENTS
SUBJECT TO THIRD PARTY TERMS AND REQUIRE A SERVICE
PROVIDER TO BE INDEPENDENTLY LICENSED DIRECTLY
FROM THE THIRD PARTY SUPPLIER. AN AVAYA CHANNEL
PARTNER’S HOSTING OF AVAYA PRODUCTS MUST BE
AUTHORIZED IN WRITING BY AVAYA AND IF THOSE HOSTED
PRODUCTS USE OR EMBED CERTAIN THIRD PARTY
SOFTWARE, INCLUDING BUT NOT LIMITED TO MICROSOFT
SOFTWARE OR CODECS, THE AVAYA CHANNEL PARTNER IS
REQUIRED TO INDEPENDENTLY OBTAIN ANY APPLICABLE
LICENSE AGREEMENTS, AT THE AVAYA CHANNEL PARTNER’S
EXPENSE, DIRECTLY FROM THE APPLICABLE THIRD PARTY
SUPPLIER.
WITH RESPECT TO CODECS, IF THE AVAYA CHANNEL
PARTNER IS HOSTING ANY PRODUCTS THAT USE OR EMBED
THE G.729 CODEC, H.264 CODEC, OR H.265 CODEC, THE
You acknowledge and agree that it is Your responsibility for
complying with any applicable laws and regulations, including, but not
limited to laws and regulations related to call recording, data privacy,
intellectual property, trade secret, fraud, and music performance
rights, in the country or territory where the Avaya product is used.
Avaya Toll Fraud intervention
If You suspect that You are being victimized by Toll Fraud and You
need technical assistance or support, call Technical Service Center
Toll Fraud Intervention Hotline at +1-800-643-2353 for the United
States and Canada. For additional support telephone numbers, see
the Avaya Support website: https://support.avaya.com or such
successor site as designated by Avaya.
Security Vulnerabilities
Information about Avaya’s security support policies can be found in
the Security Policies and Support section of https://
support.avaya.com/security.
Suspected Avaya product security vulnerabilities are handled per the
Avaya Product Security Support Flow (https://
support.avaya.com/css/P8/documents/100161515).
Downloading Documentation
For the most current versions of Documentation, see the Avaya
Support website: https://support.avaya.com, or such successor site
as designated by Avaya.
Contact Avaya Support
See the Avaya Support website: https://support.avaya.com for
product or Hosted Service notices and articles, or to report a problem
with your Avaya product or Hosted Service. For a list of support
telephone numbers and contact addresses, go to the Avaya Support
website: https://support.avaya.com (or such successor site as
designated by Avaya), scroll to the bottom of the page, and select
Contact Avaya Support.
Trademarks
The trademarks, logos and service marks (“Marks”) displayed in this
site, the Documentation, Hosted Service(s), and product(s) provided
by Avaya are the registered or unregistered Marks of Avaya, its
affiliates, its licensors, its suppliers, or other third parties. Users are
not permitted to use such Marks without prior written consent from
Avaya or such third party which may own the Mark. Nothing
contained in this site, the Documentation, Hosted Service(s) and
product(s) should be construed as granting, by implication, estoppel,
or otherwise, any license or right in and to the Marks without the
express written permission of Avaya or the applicable third party.
Avaya is a registered trademark of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners.
Linux® is the registered trademark of Linus Torvalds in the U.S. and
other countries.
Avaya, the Avaya logo, Avaya one-X® Portal, Communication
Manager, Application Enablement Services, Modular Messaging, and
Conferencing are either registered trademarks or trademarks of
Avaya Inc. in the United States of America and/or other jurisdictions.
All non-Avaya trademarks are the property of their respective owners.
Linux® is the registered trademark of Linus Torvalds in the U.S. and
other countries.
Contents
Chapter 1: Introduction.......................................................................................................... 14
Purpose................................................................................................................................ 14
Chapter 2: Call Vectoring fundamentals............................................................................... 15
Limitations of traditional ACD call processing........................................................................... 15
Call management.................................................................................................................. 18
Call flow......................................................................................................................... 18
Caller control................................................................................................................... 19
Split queue priority levels................................................................................................. 19
Call queuing to splits........................................................................................................ 20
Agent work mode............................................................................................................ 20
Calling party feedback..................................................................................................... 21
Dialed Number Identification Service................................................................................. 22
Vector processing.................................................................................................................. 22
Vector Directory Number.................................................................................................. 22
VDN variables................................................................................................................. 23
VDN Time Zone Offset..................................................................................................... 23
VDN Override................................................................................................................. 24
VDN in a Coverage Path.................................................................................................. 24
RONA to a VDN.............................................................................................................. 25
Observing VDNs............................................................................................................. 25
Vector control flow........................................................................................................... 26
Termination versus stopping............................................................................................. 26
About Call Vectoring commands............................................................................................. 27
Call Vectoring commands................................................................................................ 27
Call Vectoring benefits........................................................................................................... 30
Chapter 3: Call Vectoring examples...................................................................................... 32
Customer service center........................................................................................................ 32
Automated attendant............................................................................................................. 34
Data in/voice answer and data/message collection................................................................... 34
Distributed call centers........................................................................................................... 37
Help desk............................................................................................................................. 39
Insurance agency.................................................................................................................. 39
Warranty service with EAS..................................................................................................... 42
Notify callers about queue position.......................................................................................... 45
Scenario solution............................................................................................................. 46
Resort reservation service...................................................................................................... 47
Specific number dialing.................................................................................................... 47
General number dialing.................................................................................................... 48
Callback provisions.......................................................................................................... 48
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
5
Contents
Attendant routing example..................................................................................................... 49
Vector administration....................................................................................................... 50
Local attendant group access code................................................................................... 50
Incoming trunk calls to attendant group............................................................................. 51
Incoming LDN calls.......................................................................................................... 51
QSIG Centralized Attendant Service....................................................................................... 52
CAS branch.................................................................................................................... 52
CAS main....................................................................................................................... 52
Night station service.............................................................................................................. 53
Holiday Vectoring example..................................................................................................... 54
NCR example....................................................................................................................... 56
Primary vector for NCR example...................................................................................... 57
Status poll vector for NCR example.................................................................................. 57
Interflow vector for NCR example..................................................................................... 57
BSR using EWT and agent adjustments example.................................................................... 58
Primary vector for BSR using EWT and agent adjustments example................................... 59
Status poll vector for BSR using EWT and agent adjustments example............................... 59
Interflow vector for BSR using EWT and agent adjustments example.................................. 60
Dial by Name........................................................................................................................ 60
Use of vectors in business scenarios...................................................................................... 62
Emergency and routine service........................................................................................ 63
Late call treatment suggested solution.............................................................................. 64
Messaging option............................................................................................................ 66
Chapter 4: How to improve performance............................................................................. 67
Looping examples................................................................................................................. 68
Audible feedback examples.............................................................................................. 68
Look-Ahead Interflow examples........................................................................................ 69
Check examples.............................................................................................................. 70
After business hours example................................................................................................ 72
Look-Ahead Interflow example............................................................................................... 72
Chapter 5: Basic Call Vectoring............................................................................................ 74
Basic Call Vectoring command set.......................................................................................... 74
Treatment commands...................................................................................................... 75
Routing commands.......................................................................................................... 75
Branching or programming commands.............................................................................. 75
Basic Call Vectoring considerations........................................................................................ 75
Call Vectoring feature availability............................................................................................ 76
Chapter 6: Variables in Vectors............................................................................................. 80
Variable parameters.............................................................................................................. 80
Implementing vector variables................................................................................................ 81
Command syntax for vector variables..................................................................................... 83
Announcement command................................................................................................ 83
Collect command............................................................................................................ 83
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
6
Contents
Converse-on command.................................................................................................... 84
Disconnect command with vector variables....................................................................... 85
Goto commands.............................................................................................................. 85
Route-to number command.............................................................................................. 87
Set command.................................................................................................................. 88
Wait command................................................................................................................ 89
VIV requirements.................................................................................................................. 89
Definition of local, global, and local persistent variables............................................................ 89
About local variables........................................................................................................ 90
About global variables..................................................................................................... 90
About local persistent variables........................................................................................ 91
System-assigned vector variable types................................................................................... 91
System-assigned definition............................................................................................... 91
ANI type variable............................................................................................................. 91
ASAIUUI type variable..................................................................................................... 92
DOW type variable.......................................................................................................... 93
DOY type variable........................................................................................................... 94
Stepcnt type variable....................................................................................................... 94
TOD type variable........................................................................................................... 95
VDN type variable........................................................................................................... 96
VDNTime type variable.................................................................................................... 97
User-assigned vector variable types........................................................................................ 98
User-assigned definition................................................................................................... 99
Collect type variable........................................................................................................ 99
Value type variable........................................................................................................ 102
VIV interactions and considerations...................................................................................... 103
VIV administration............................................................................................................... 104
Example Variables for Vectors screen............................................................................. 104
Required variable administration entries.......................................................................... 104
Performing optional FAC administration for value variables............................................... 106
VIV job aid.......................................................................................................................... 106
VIV vector examples............................................................................................................ 108
Example application using time and day variables............................................................ 108
Example application using a value variable...................................................................... 111
Example applications using global collect variables.......................................................... 112
Example applications using vdn type variables................................................................ 114
Example application using a vector variable in other commands........................................ 115
Example application using a vector variable in the converse-on command......................... 115
Chapter 7: VDN variables..................................................................................................... 117
VDN variable fields.............................................................................................................. 117
Using VDN variables with vector commands.......................................................................... 118
Announcement command.............................................................................................. 118
Converse-on command.................................................................................................. 118
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
7
Contents
Disconnect command.................................................................................................... 118
Goto commands............................................................................................................ 119
Route-to command with VDN variables........................................................................... 120
Set command with VDN variables................................................................................... 121
Wait command with VDN variables................................................................................. 121
Case studies....................................................................................................................... 121
Using one vector for different announcements................................................................. 121
Business case............................................................................................................... 122
Chapter 8: Vector subroutines............................................................................................ 126
The goto command and subroutines..................................................................................... 126
The @ step parameter......................................................................................................... 127
Example 1: Test for working hours........................................................................................ 127
Incoming call processing vector example......................................................................... 127
Checking working hours vector subroutine example......................................................... 128
Chapter 9: ANI/II-digits routing and CINFO........................................................................ 129
CINFO command set........................................................................................................... 129
ANI routing......................................................................................................................... 130
ANI basics.................................................................................................................... 130
Use of ANI with Vector Routing Tables............................................................................ 131
Use of ANI without Vector Routing Tables....................................................................... 132
II-digits routing.................................................................................................................... 132
II-digits basics............................................................................................................... 133
II-digits codes................................................................................................................ 134
II-digits routing example................................................................................................. 137
CINFO................................................................................................................................ 138
CINFO basics............................................................................................................... 138
CINFO vector example.................................................................................................. 140
CINFO interactions........................................................................................................ 140
Chapter 10: Multi-National Calling Party Number prefixes............................................... 142
CPN prefix routing example.................................................................................................. 142
Chapter 11: How to create and edit call vectors................................................................ 144
Call Vector screen basic administration................................................................................. 144
How to view vector variable information................................................................................. 146
Viewing vector variable information................................................................................. 146
Variable display fields.................................................................................................... 147
Variable display examples.............................................................................................. 148
Inserting a vector step................................................................................................... 149
Deleting a vector step.................................................................................................... 150
Entering a comment out indication to an existing vector step............................................. 150
Removing a comment out indication............................................................................... 151
How to create and construct a vector.................................................................................... 152
Step 1: Queuing a call to the main split........................................................................... 152
Step 2: Providing feedback and delay announcement....................................................... 153
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
8
Contents
Step 3: Repeating delay announcement and feedback..................................................... 154
Step 4: Queuing a call to a backup split........................................................................... 155
Step 5: Limiting the queue capacity................................................................................. 156
Step 6: Checking for non business hours......................................................................... 157
About duplicate VDNs.................................................................................................... 157
Creating duplicate VDNs................................................................................................ 158
About duplicate vectors.................................................................................................. 158
Creating duplicate vectors.............................................................................................. 158
Removing calls from queues.......................................................................................... 159
Chapter 12: Vector management......................................................................................... 160
3.0 Enhanced Vectoring requirements................................................................................... 160
Adjunct Routing requirements.............................................................................................. 160
Advanced Vector Routing requirements................................................................................ 160
ANI/II-Digits requirements.................................................................................................... 161
Basic Call Vectoring requirements........................................................................................ 161
Call Prompting requirements................................................................................................ 161
CINFO requirements............................................................................................................ 162
G3V4 Enhanced Vectoring requirements............................................................................... 162
Holiday Vectoring requirements............................................................................................ 162
Look-Ahead Interflow requirements....................................................................................... 162
Network Call Redirection requirements................................................................................. 163
Variables in Vectors requirements........................................................................................ 163
VDN variables requirements................................................................................................. 163
Vectoring (Best Service Routing) requirements...................................................................... 163
Administering Vector Disconnect Timer.............................................................................. 164
Changing and testing a vector.............................................................................................. 164
Identifying links to a vector................................................................................................... 165
Finding all occurrences of a digit string.................................................................................. 165
Chapter 13: Call Vectoring commands............................................................................... 167
About Avaya Call Center packages....................................................................................... 167
Communication Manager options required to enable vector commands................................... 167
Vector command description................................................................................................ 170
# command......................................................................................................................... 171
adjunct routing link command............................................................................................... 173
The adjunct routing link process..................................................................................... 173
adjunct routing link command feature interactions............................................................ 177
adjunct routing link command interactions with CMS........................................................ 177
adjunct routing link command interactions with BCMS...................................................... 179
announcement command..................................................................................................... 179
Basic operation for the announcement command............................................................. 179
announcement command considerations......................................................................... 180
Delay announcements................................................................................................... 180
Forced announcements................................................................................................. 181
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
9
Contents
Information announcements........................................................................................... 181
Recording announcements............................................................................................. 181
Considerations for DTMF transfer and connect applications.............................................. 183
Answer supervision considerations................................................................................. 183
busy command.................................................................................................................... 184
Answer supervision considerations for the busy command................................................ 184
busy command feature interactions................................................................................. 185
busy command interactions with CMS............................................................................. 185
busy command interactions with BCMS........................................................................... 185
check command.................................................................................................................. 185
check split command..................................................................................................... 187
check skill for available agents with level preference........................................................ 188
Answer supervision considerations for the check command.............................................. 189
check command feature interactions............................................................................... 189
check command interactions with CMS........................................................................... 189
check command interactions with BCMS......................................................................... 190
collect digits command......................................................................................................... 191
Answer supervision considerations with the collect digits command................................... 194
collect digits command feature interactions...................................................................... 194
collect digits command interactions with CMS/BCMS....................................................... 195
consider command.............................................................................................................. 195
User adjustments.......................................................................................................... 196
Events that clear best data............................................................................................. 196
consider command considerations.................................................................................. 197
Answer supervision considerations for the consider command.......................................... 197
consider command feature interactions........................................................................... 198
consider command interactions with CMS/BCMS............................................................. 198
converse-on command........................................................................................................ 198
Call flow and specifications for converse - VRI calls......................................................... 200
Data 1 and Data 2 values administered within the converse-on command.......................... 209
converse-on split command............................................................................................ 210
Answer supervision considerations for the converse-on split command.............................. 212
converse-on split command feature interactions............................................................... 213
converse-on split command interactions with CMS........................................................... 217
converse-on split command interactions with BCMS......................................................... 217
disconnect command........................................................................................................... 217
Answer supervision considerations for disconnect command............................................ 218
disconnect command feature interactions........................................................................ 218
disconnect command interactions with CMS.................................................................... 219
disconnect command interactions with BCMS.................................................................. 219
goto step and goto vector command..................................................................................... 219
goto step and goto vector commands operation............................................................... 223
Time adjustments using goto conditionals....................................................................... 225
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
10
Contents
Comparing none, #, and numeric digits........................................................................... 226
Media gateway, port network, and server vector conditionals............................................ 227
messaging command........................................................................................................... 230
Using a messaging step in a vector................................................................................. 231
Leaving a recorded message......................................................................................... 231
Answer supervision considerations for the messaging command....................................... 232
messaging command feature interactions........................................................................ 232
messaging command interactions with CMS.................................................................... 233
messaging command interactions with BCMS.................................................................. 233
queue-to command.............................................................................................................. 234
queue-to split command................................................................................................. 236
Answer supervision considerations for the queue-to command.......................................... 238
queue-to command feature interactions........................................................................... 238
queue-to command interactions with CMS....................................................................... 239
queue-to command interactions with BCMS.................................................................... 239
reply-best command............................................................................................................ 240
Answer supervision considerations for the reply-best command........................................ 240
reply-best command interactions with CMS/BCMS........................................................... 241
return command.................................................................................................................. 241
When return destination information is not stored............................................................. 241
Memory full conditions................................................................................................... 242
route-to command............................................................................................................... 242
Operation details for the route-to command..................................................................... 244
Conditional route-to statements...................................................................................... 248
Destinations for the route-to command............................................................................ 248
Command completion and failures.................................................................................. 249
About the number field................................................................................................... 250
Abbreviated Dialing special characters............................................................................ 250
Using the route-to command for NCR............................................................................. 251
Coverage parameter...................................................................................................... 252
route-to number command............................................................................................. 252
Answer supervision considerations for the route-to command........................................... 254
route-to command feature interactions............................................................................ 254
route-to command interactions with CMS........................................................................ 257
route-to command interactions with BCMS...................................................................... 258
set command...................................................................................................................... 258
Variable, digits buffer, and asaiuui.................................................................................. 259
set command considerations.......................................................................................... 264
Advanced set command rules and applications................................................................ 265
set command examples................................................................................................. 271
stop command.................................................................................................................... 288
Answer supervision considerations for the stop command................................................ 289
stop command feature interactions................................................................................. 289
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
11
Contents
stop command interactions with CMS............................................................................. 289
stop command interactions with BCMS........................................................................... 289
wait-time command............................................................................................................. 289
wait-time command basic operation................................................................................ 290
Call delay with audible feedback..................................................................................... 291
Multiple audio or music sources on delay........................................................................ 291
Call delay with continuous audible feedback.................................................................... 292
Multiple music sources on hold....................................................................................... 292
wait-time command considerations................................................................................. 293
Chapter 14: How to improve performance......................................................................... 296
Looping examples............................................................................................................... 297
Audible feedback examples............................................................................................ 297
Look-Ahead Interflow examples...................................................................................... 298
Check examples............................................................................................................ 299
After business hours example.............................................................................................. 301
Look-Ahead Interflow example............................................................................................. 301
Chapter 15: Call Vectoring job aid...................................................................................... 303
Vector commands job aid..................................................................................................... 303
#.................................................................................................................................. 303
adjunct routing link........................................................................................................ 303
announcement.............................................................................................................. 304
busy............................................................................................................................. 304
check........................................................................................................................... 304
collect digits.................................................................................................................. 305
consider....................................................................................................................... 305
converse-on.................................................................................................................. 305
disconnect.................................................................................................................... 305
goto step and goto vector............................................................................................... 306
messaging.................................................................................................................... 309
queue-to....................................................................................................................... 309
reply-best..................................................................................................................... 309
return........................................................................................................................... 310
route-to......................................................................................................................... 310
set................................................................................................................................ 311
stop.............................................................................................................................. 312
wait-time....................................................................................................................... 312
Vector variables job aid........................................................................................................ 313
ANI.............................................................................................................................. 313
ASAIUUI....................................................................................................................... 313
Collect.......................................................................................................................... 313
DOW............................................................................................................................ 314
DOY............................................................................................................................. 314
Stepcnt......................................................................................................................... 314
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
12
Contents
TOD............................................................................................................................. 314
Value............................................................................................................................ 315
VDN............................................................................................................................. 315
VDNTime...................................................................................................................... 315
Chapter 16: Resources......................................................................................................... 316
Documentation.................................................................................................................... 316
Finding documents on the Avaya Support website........................................................... 316
Training.............................................................................................................................. 317
Viewing Avaya Mentor videos............................................................................................... 317
Support.............................................................................................................................. 318
Glossary................................................................................................................................. 319
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
13
Chapter 1: Introduction
Purpose
The document describes how to create and edit call vectors. The document also describes Call
Vectoring commands.
This document is intended for implementation engineers and system administrators.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
14
Chapter 2: Call Vectoring fundamentals
Call Vectoring is the process of defining vector programs for call routing and call treatment.
Call vectors are a series of user-defined commands that you can use to route internal or network
calls and to determine the treatment for each call. You can route calls to on-network or off-network
destinations, or to staffed ACD agents.
Call processing depends on how you implement Avaya Aura® Communication Manager and the Call
Vectoring software. The success of call processing depends on the following factors:
• Call management: Availability of resources, such as agents, splits, software, and hardware, to
process a call.
• Vector processing: The method of processing calls which includes VDN usage, vector control
flow, and intelligent use of the vector programming capabilities.
Note:
The document contains sample vectors that illustrate vectoring features and capabilities. You
must customize the samples before use.
Related links
Limitations of traditional ACD call processing on page 15
Call Vectoring benefits on page 30
Limitations of traditional ACD call processing
In the traditional Automatic Call Distribution (ACD) approach, all calls within a queue receive
identical announcements and intraflow parameters. The following figure depicts a simplified version
of the traditional ACD call processing approach.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
15
Call Vectoring fundamentals
1. Dialed Number Identification Service (DNIS)
2. Direct Inward Dialing (DID)
With Call Vectoring, each call is unique and the call treatment is based on a number of factors,
including the number that the caller dials, the number that the caller calls from, the number of calls
in queue, the time of the day, and the day of the week. Call Vectoring also applies to calls that are
handled by the same agent group.
Call Vectoring comprises the following basic components:
• Vector Directory Numbers (VDN)
• Vectors
• Vector commands
The components direct incoming calls and ASAI event reports and requests to the destinations. The
components also specify the call treatment. You can set up Call Vectoring as shown in the following
figure.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
16
Limitations of traditional ACD call processing
1. Voice Response Unit (VRU)
2. Dialed Number Identification Service (DNIS)
3. Vector Directory Number (VDN)
If you set Call Vectoring to y, Communication Manager directs the incoming call to a VDN,
which is a soft extension number that directs the call to a specific vector. The VDN represents a call
type or category, for example billing or customer service. The VDN defines the type of service
required by the caller. You can use multiple VDNs to point to the same vector or to different vectors,
depending on whether you want the relevant calls to receive the same or different treatment.
The following is an example of the function of a vector:
1.
2.
3.
4.
5.
6.
goto step 3 if calls-queued in split 9 pri l < 20
busy
queue-to split 9 pri l
wait-time 12 seconds hearing ringback
announcement 2921
wait-time 998 seconds hearing music
A vector can contain up to 99 command steps. You can link multiple vectors to extend the
processing capabilities or to process calls to the same or different destinations. Any number of calls
can use the same multiple vectors.
Related links
Call Vectoring fundamentals on page 15
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
17
Call Vectoring fundamentals
Call management
When a Vector Directory Number (VDN) directs an incoming call to a vector, the commands in the
vector determine call routing and call treatment. Processing starts at the first step and proceeds
through the vector steps. Processing skips empty steps and stops after execution of the last step.
One vector can direct the call to another vector or VDN, which in turn can direct the call to another
vector. The call direction between vectors can continue up to a maximum of 10,000 vector steps for
each call. When a call enters vector processing, a loop counter tracks the number of executed
vector steps. If the loop counter exceeds 10,000, the system executes the stop command to
terminate processing of the vector.
Call flow
Calls enter a vector and execute the steps sequentially beginning with Step 1 of the vector, unless
there is a goto step. Most steps take microseconds to execute. Steps with announcement, waittime, and collect digits commands are exceptions. A 1-second wait occurs when processing
is suspended. Note that the wait-time with 0 seconds is not an explicit wait. The announcement,
wait-time > 0 and collect digits are explicit wait steps which suspend vector processing. The 15–step
counter resets after one of these steps.
Multiple split queuing
You can queue a call to up to three splits using multiple split queuing.
Intraflow
You can use Intraflow to redirect calls that are unanswered at a split within a predefined time to
more than one other split on the same Communication Manager. If redirection depends on a
condition, the process is called conditional intraflow.
Interflow
You can use Interflow to redirect calls that are directed to a vector to an external or non local split
destination. This destination is represented by a number that is programmed in the relevant vector.
Calls can be routed to an attendant or attendant queue, a local extension, a remote extension, that
is, Uniform Dialing Plan (UDP), an external number, or a VDN.
Look Ahead Interflow (LAI)
Implement LAI for call centers with multiple ACD locations that are connected by way of ISDN PRI.
With this method, a call can interflow only if a remote location is better equipped to handle the call.
LAI occurs only when the conditions at the receiving Communication Manager are met.
Best Service Routing (BSR)
With BSR, Communication Manager can compare specified splits or skills, identify the split or skill
that provides the best service to a call, and deliver the call to the resource. Communication Manager
queues the call queues if agents are unavailable in the identified split or skill.
BSR is available in singlesite and multisite versions. Singlesite BSR compares splits or skills on
Communication Manager to find the best resource to service a call. multisite BSR extends this
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
18
Call management
capability across a network of Communication Manager, comparing local or remote splits or skills
and routing calls to the resource that provides the best service.
Adjunct Routing
With adjunct routing, Communication Manager requests a routing destination from an adjunct
processor. When you enable this feature, Communication Manager sends a message with
information on the calling party to the ASAI adjunct. The adjunct determines from the databases the
best place for Communication Manager to send the call and passes the routing information back to
Communication Manager.
Caller control
You can use the following methods to enable temporary transfer of call management control to the
caller:
Caller-selected routing
With this method, a caller can enter information in the form of dialed digits from a touchtone phone
or from an internal rotary phone that is located on the same Communication Manager. The
capability is available if you set Call Prompting to y. A recorded announcement is used for
prompting. Once the caller enters the digits, Communication Manager routes the call to the correct
destination. The caller-selected routing method reduces the number of transferred calls significantly,
enhancing customer experience.
If you set Call Prompting and Call Vectoring (CINFO) to y, a vector collects the caller entered
digits (ced) that are passed from the network in an ISDN message. You can use the digits to
enhance caller control in the same way as the digits that Communication Manager collects directly
do.
Messaging
The caller can choose to leave a voice message if the call is not answered. When you set
Messaging to y, control passes to the messaging system split.
Split queue priority levels
If you set Call Vectoring to n, Communication Manager queues calls at one of the following two
priority levels: Medium or High. If you set Call Vectoring to y, Communication Manager queues the
call to one of the following four priority levels: Top, High, Medium, or Low. Within each priority level,
calls are processed sequentially.
Communication Manager assigns a higher priority to direct agent call and delivers the call before
directing the call to a split. The exception is when you set Call Handling Preference to y and not
administer the skill that receives direct agent call as the highest skill level of the agent. A direct
agent call is an ACD call that is directed to a specific agent, and not to any available agent in the
split.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
19
Call Vectoring fundamentals
Note:
If a call is already queued to more than one split that serves as a backup split, Communication
Manager requeues the call at the new priority level that is indicated in the vector command step.
Call queuing to splits
Basic Call Vectoring simultaneously queues calls to up to three splits at any one of the four priority
levels. This process is called multiple split queuing. The first split to which a call queues is the main
split and the second and third splits are designated as backup splits. With multiple split queuing, you
can utilize agents efficiently and provide better service to callers.
The following events occur when an agent becomes available in any split to which the call queues:
• The call connects to the agent.
• Communication Manager removes the call from the other queues and terminates
announcements, music, ringback, or other audio sources.
• Vector processing terminates.
Related links
Multiple split queuing on page 236
Agent work mode
Use Call Vectoring to make call management decisions based on the following real-time agent work
modes:
• Staffed-agents: Agents logged in to an ACD split.
• Available-agents: Agents logged in and ready to receive an ACD call.
The agent work modes appear as conditions within the check split and goto commands. You
can use the commands to check the number of staffed or available agents.
If a hunt group is not monitored:
• Agents in the hunt group do not have login, logout, or work modes.
• Staffed-agents are synonymous with administered.
• The available agents work mode is the number of agents ready to receive a hunt group call.
For ACD calls, relevant work mode defines agent states. The following list describes the modes.
After Call Work (ACW)
The agent is unavailable to receive an ACD call for any split. Use the mode when the agent
performs ACD call-related activities. You can implement the mode on a timed basis, in which case
the mode is known as Timed ACW. Communication Manager automatically places the agent in the
ACW mode after the agent completes a call while in the manual-in work mode. You can place
agents automatically in the ACW mode for an administered period of time following the completion
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
20
Call management
of each ACD call. Administer the changes on the Vector Directory Number (VDN) and Hunt Group
screens.
Auto-In Work
An agent is available to receive calls. With auto-in work mode, the agent can receive a new ACD
call immediately after disconnecting the previous call. When you enable Multiple Call Handling, an
agent in the auto-in work mode can choose to receive an ACD call by placing the active call on hold.
Auxiliary-Work
An agent is unavailable to receive an ACD call for the specified split. Use the mode when the agent
performs activities that are not associated with the ACD, such as taking a break.
Manual-In Work
The agent is available to receive calls. After the agent disconnects from an ACD call, the agent is
automatically placed in the ACW mode. When you administer Multiple Call Handling (MCH), an
agent in the manual-in work mode receives additional ACD calls by placing an active call on hold.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
Calling party feedback
The caller hears a feedback as a vector processes the call. The feedback depends on one of the
following origin classification of the call:
• Internal call from another Communication Manager user.
• Non Central Office (CO) incoming call over a Direct Inward Dialing (DID) or a tie trunk over
which incoming digits are received.
• CO incoming call over a CO or an automatic type tie trunk over which no digits are received.
For an internal or a non CO call, the caller hears no feedback until the call reaches one of the
following vector steps:
• For a wait command with the system music, ringback, an alternate music or audio source, the
caller hears the system music, ringing, or the music or audio associated with an administered
port.
• For an announcement command, the caller hears the specified announcement.
• For a busy command, the caller hears a busy signal.
• When the call rings at a station, the caller hears a ringback tone.
For a CO call, the caller hears CO a ringback tone until the call reaches one of the following vector
steps:
• Announcement.
• Wait with system music or an alternate music or audio source.
• Call answered. The caller hears the agent or Voice Response Unit (VRU) answering the call.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
21
Call Vectoring fundamentals
For a CO call that includes answer supervision after processing of an announcement or a waittime command, the caller can hear any of the following:
• Announcement when any announcement command is processed.
• Ringback, silence, system music, or an alternate audio or music source when a wait-time
command is processed.
• Busy when a busy command is processed.
• Ringback when the call rings at a station.
Dialed Number Identification Service
In the traditional ACD call processing approach, each agent in a split is trained to answer calls for a
specific purpose such as technical support. However, a call center can train agents to address
multiple types of calls. For example, if you have three splits with five agents each, that is, 15 agents
in total, to handle three types of calls, you can use only 11 or 12 agents in a combined split.
Dialed Number Identification Service (DNIS) is a network service that identifies the number the
caller dials and passes the touchtone or Dual Tone Multi Frequency (DTMF) digits to
Communication Manager. The unique number can be sent to an agent, a host computer with ASAI
applications, or used to provide different call treatment methods.
Call Vectoring receives the DNIS number from the network and interprets the number as a VDN.
When Communication Manager delivers the call to the agent terminal, the unique name assigned to
the VDN appears on the agent terminal indicating the type of response required from the agent.
Vector processing
If you use Call Vectoring, more than one programmed sequence of commands called vectors
processes the calls.
Vector processing includes the following:
• Vector control flow
• Vector Directory Number (VDN)
• Programming capabilities
Vector Directory Number
Communication Manager receives the digits dialed by the caller from the network and translates the
dialed digits as a VDN which defines the service required by the caller. The VDN also serves as the
application number that Communication Manager sends to the reporting adjuncts for call and agent
handling statistical report generation.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
22
Vector processing
VDNs are assigned to different vectors for specific call treatment. Any number of VDNs can point to
the same vector. As a result, the same sequence of treatments can be given to calls that reach the
system from different numbers or from different locations.
VDN implementation notes
The following list describes special situations due to the type of Communication Manager
implementation that causes differences in the available fields on the VDN screen.
• The Data for the Orig Annc column is available only when you enable VDN of Origin
Announcement on the System-Parameters Customer-Options screen.
• To list all VDNs using the same BSR application plan, enter the list VDN BSR xxx
command, where xxx is the number of the BSR application plan used by more than one VDN.
You can assign VDNs to incoming trunk groups or send the VDNs in digit form to Communication
Manager by a public or private network. Digits sent to Communication Manager can come from the
serving CO or toll office through DID or DNIS. The digits can also come from another location
through dial-repeating tie trunks, or an internal caller can dial the digits. For a non-ISDN or non-SIP
call, the last four digits of the number are sent to the system. For an ISDN or SIP call, the entire 10digit number is sent to the system.
The last few digits of the destination passed to Communication Manager or ACD on a DID, DNIS, or
a dial tie-trunk call comprise the VDN. Automatic trunks do not pass destination address digits.
Instead, each such trunk routes to a specific incoming destination programmed for the
corresponding automatic trunk group. The destination can be an attendant queue, an extension, a
hunt group number, or a VDN.
You can administer the parameters you require on the Vector Directory Number screen.
VDN variables
With VDN variables, you can use VDNs with a smaller set of vectors.
VDN Time Zone Offset
VDN Time Zone Offset is designed for call centers with locations in different time zones. You can
program a single vector with Time of Day (TOD) conditional steps that handle each time zone based
on the active VDN for the call.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
23
Call Vectoring fundamentals
VDN Override
VDN Override changes the active VDN for a call. The active VDN defines the VDN used for
parameters that are associated with the call, such as the VDN name, VDN skills, Tenant Number
(TN), BSR application, and VDN variables.
You can use VDN Override to make the routed-to VDN become the active VDN by routing the call
through Policy Routing Tables (PRTs) or route-to number/digits vector command. To use
VDN Override, administer the Allow VDN Override field on the Vector Directory Number (VDN)
screen.
When a call is placed or routed to a VDN, Communication Manager defines the first VDN that
receives the call as the active VDN for the call. If the Allow VDN Override field for that VDN is set
to no, routing the call to a subsequent VDN does not change the active VDN for the call. However, if
the field is set to yes, routing the call through a route-to number or route-to digits step in
the assigned vector or through the assigned PRT instead of a vector, for example Percentage
Allocation PRT, Communication Manager changes the routed to VDN extension as the active VDN. VDN overriding can be sequential if the next routed to VDN has the field set to yes. For example, if
VDN1 has the Allow VDN Override field set to no, VDN2 has the field set to yes, and VDN3 has the
field set to no, VDN3 is the active VDN for the call when the call routed to VDN4. If VDN4 has the
field set to yes and the call is then routed to VDN5, VDN5 becomes the active VDN.
Besides defining what VDN to use to obtain the Vector Directory Number (VDN) screen field
settings, you can specify the active VDN as a keyword in some vector commands. When a vector
step with the keyword active is executed, Communication Manager replaces the VDN extension for
the active VDN, as defined by the VDN Override rule, with the keyword when Communication
Manager processes the vector command.
Use the keyword active as:
• The VDN extension for the goto command counted-calls conditional
• The goto command rolling-asa for VDN conditional
• The messaging command mailbox extension
• The VDN vector variable type assignment
You can also assign the keyword latest, that is, the last VDN routed-to in the same vector
commands or variable, but the VDN Override settings do not change the latest VDN.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
VDN in a Coverage Path
You can assign a VDN as the last point in a coverage path. When you assign a VDN, an incoming
call is directed to the coverage point and Call Vectoring or Call Prompting processes the call if either
field is enabled. You can assign call coverage to an external location or the caller can control the
type of coverage.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
24
Vector processing
You can use VDN in a Coverage Path (VICP) for the following types of applications:
• Sending direct agent calls or personal calls to an agent in an Expert Agent Selection (EAS)
environment.
• Routing coverage calls off-premises using the route-to command.
• Serving as a coverage point for specific call operations. For example, sending calls to a
secretary during the day and to an AUDIX™ at night.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
Related links
Option with VDN as the coverage point on page 237
RONA to a VDN
Redirection on No Answer (RONA) redirects a ringing ACD call after an administered number of
rings. RONA prevents a call from ringing indefinitely at a terminal when an agent does not answer
the call. When a call is redirected, Communication Manager puts the agent in the Auxiliary (AUX)
work mode and the agent is unavailable to receive ACD calls. In the case of Auto-Available Splits
(AAS), Communication Manager redirects the call and logs the agent out.
You can administer a VDN as the destination of a RONA processed call. On the Hunt Group screen,
enter the destination VDN for a RONA call in the Redirect to VDN field. All calls that are redirected
by RONA are sent to the same administered VDN. If you do not administer a destination VDN, but
enter the number of rings for a redirection, Communication Manager redirects the call back to the
split or skill.
Unanswered direct agent calls follow the coverage path that you administer for the agent. If you do
not administer a coverage path, Communication Manager redirects the direct agent calls to the VDN
that you administer as the first primary skill of the agent.
You can also set up a generic VDN to process calls that are redirected due to RONA, ROIF, and
ROOF.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
Observing VDNs
With Service Observing, supervisors can observe VDNs. A supervisor can select a VDN and bridge
onto the call that has just entered vector processing for the VDN. The supervisor can observe one
call at a time. The observer hears all tones, announcements, music, and speech that the caller and
the agent hear and say, including call prompting and caller dialing. The observer also hears the
VDN of Origin Announcements (VOAs). Communication Manager makes an observing connection
to a call in vector processing and maintains the connection throughout the life of the call until the call
is disconnected or the observer hangs up. Communication Manager maintains the connection even
if the call is routed or transferred externally.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
25
Call Vectoring fundamentals
For more information, see Avaya Aura® Call Center Elite Feature Reference.
Vector control flow
The vector process starts at the first step in the vector and proceeds sequentially through the vector
unless the process encounters a goto command. The vector process skips any blank steps and
automatically stops after processing the last step in the vector.
Call Vectoring provides the following three types of control flow that pass vector processing control
from one vector step to another:
• Sequential: The control flow passes vector processing control from the current vector step to
the following step. Most vector commands enable a sequential flow through the vector.
Note:
For any vector command that fails, the control automatically passes to the following step.
• Unconditional branching: The control flow unconditionally passes control from the current
vector step to either a preceding or a succeeding vector step or to another vector. For example,
goto step 6 if unconditionally.
• Conditional branching: The control flow conditionally passes control from the current vector
step to either a preceding or a succeeding vector step or to another vector. This type of
branching is based on the testing of threshold conditions. For example, goto vector 29
@step 1 if staffed-agents in split 6 < 1.
Call Vectoring has an execution limit of 10,000 steps. Once a call enters vector processing, a loop
counter tracks the number of executed vector steps. If the loop counter exceeds 10,000, a stop
command executes to end the vector process.
Termination versus stopping
When vector processing terminates, the call leaves the vector. Vector termination can result from a
number of events such as when a call is:
• Ringing at an agent station.
• Abandoned by the calling party.
• Subject to a forced disconnect or busy command.
• Successfully routed to an extension or to an off-premises number.
The termination of vector processing differs from stopping. The stop command or executing the
final step in the vector causes stopping. Termination differs from stopping in the following ways:
• If a call is queued, termination removes the call from the queue.
• A stop command prevents the processing of new vector steps but leaves the call in queue,
and the calling party continues to receive feedback, such as a ringback.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
26
About Call Vectoring commands
• If vector processing stops and the call is not queued, the call is dropped.
About Call Vectoring commands
Call Vectoring commands perform the following call-related functions:
Providing call treatments
You can provide audible feedback, including silence, ringback, system music, an alternate audio or
music source, or a busy tone to the caller. You can administer a recorded announcement to indicate
that agents are unavailable to answer the call or to provide some information to the caller. You can
also initiate an AUDIX session.
You can delay vector processing for a specific number of seconds before the next vector step is
executed.
Routing calls
You can administer queuing of calls to more than one split if an agent fails to answer calls
immediately. You can also provide an option to the caller to leave a recorded message. You can
administer routing of calls to a number programmed in the vector or to digits collected from the
caller.
Branching or programming
You can administer conditional or unconditional branching from one vector step to another step or to
another vector. Conditional branching is done according to a number of conditions, for example, the
number of available agents in a split, the number of calls in a split queue, and the number of the
phone the call is made from. You can stop the vector process when necessary.
Collecting and acting on information
(Optional) You can administer collection of touchtone digits to serve as the basis for further vector
processing. For example, the caller can enter certain touchtone digits to reach a specific agent.
Executing VRU scripts
You can execute voice scripts on a VRU for the caller. Voice scripts provide the caller with
information or prompts. The caller can then provide a response to a voice script, for example, by
entering touchtone digits.
Call Vectoring commands
• Adjunct Routing: Relays messages to an ASAI adjunct that requests for routing
instructions. The command is available only when you enable the CallVisor ASAI capabilities
and the Call Vectoring (Basic) field.
• Announcement: Provides the caller with a recorded announcement.
• Busy: Gives the caller a busy signal and causes termination of vector processing.
• Check: Conditionally checks the status of a split or skill for possible termination of the call to
that resource. The command connects to an agent in the split or skill or puts the call in queue
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
27
Call Vectoring fundamentals
at the specified queuing priority level if the condition specified as part of the command is met.
You can administer queuing of a call to up to three different splits or skills simultaneously.
• Collect Digits: Collects up to 16 digits that are entered by the caller during vector
processing, sent by the network, or received from an adjunct. You can play an optional
announcement first when the digits are being collected directly from the caller.
• Consider location: Retrieves the Expected Wait Time (EWT) and relevant agent data to
identify the best remote location in multisite Best Service Routing applications. You must write
one consider step for each location that you want to check.
• Consider split/skill: Retrieves the EWT and relevant agent data to identify the best
local split or skill in singlesite Best Service Routing vectors. You must write one consider
step for each split or skill that you want to check.
• Converse-on split: Integrates VRUs with Communication Manager. You can use the
command to execute voice response scripts while a call remains in queue and to pass data
between Communication Manager and the VRU.
• Disconnect: Ends call treatment and removes the call. You can optionally use the command
to administer an announcement that plays immediately before the disconnect command.
• Goto step: Branches a vector execution conditionally or unconditionally to a preceding or
succeeding step in the vector. Conditional branching is determined by a number of factors such
as the number of calls that are queued in the split, the number of staffed agents who are in the
split, and if the call arrives at a time of day that is in a holiday table.
• Goto vector: Branches a vector execution conditionally or unconditionally to another vector.
• Messaging split: Makes provisions for a caller to leave a message for an extension.
• Queue-to unconditionally: Queues a call to a split or skill and assigns a queuing priority
level to the call in case agents are unavailable. When vector processing reaches the command,
Communication Manager connects the call to an agent in the split or skill or moves the call to a
queue.
• Queue-to attd-group: Queues a call to the specified attendant group. The command is
available only for attendant vectors. When vector processing reaches the command,
Communication Manager connects the call to an available agent within the group or moves the
call to the attendant group queue if agents are unavailable.
• Queue-to attendant: Queues a call to a specific attendant. The command is available only
for attendant vectors. The call queues to the agent only if the agent is a member of the Tenant
Number (TN) associated with the call.
• Queue-to hunt group: Queues a call to up to three hunt groups. When vector processing
reaches the command, Communication Manager connects to an agent in the hunt group or
moves the call to the hunt group queue.
• Reply best: Returns data to another Communication Manager in response to a status poll.
You can use the Reply best command only in status poll vectors for multisite Best Service
Routing applications.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
28
About Call Vectoring commands
• Route-to digits: Routes the call to the destination that is specified by a set of digits that is
collected from the caller or the VRU by the previous collect digits step.
• Route-to number: Routes the call to the destination specified by the administered digit
string.
• Stop: Terminates processing of subsequent vector steps.
• Wait time: Specifies whether the caller hears a ringback, system music, silence, or an
alternate audio or music source while the call is waiting in queue. The command also delays
the processing of the next vector step by the specified delay time that is included in the
command syntax.
Condition testing within vector commands
Call Vectoring commands are implemented according to a tested condition that comprises part of
the command. In other words, if the condition expressed in the command is true, the command
action is executed. If the condition expressed in the command is false, the command action is not
executed and the next vector step is processed.
The following list provides a set of conditions that comprise the conditional portion of a Call
Vectoring command:
• The number of staffed agents in a split.
• The number of available agents in a split.
• The number of calls to a split queued at a given priority.
• The time that the oldest call is waiting in a split.
• Whether or not a call receives special holiday processing.
• The Average Speed of Answer (ASA) for a split or a VDN.
• The Expected Wait Time (EWT_ for a split or a call that has entered vector processing.
• A reduction in EWT if a call is queued to a backup resource.
• The number of calls in a queue that are eligible for interflow processing using interflow q-pos.
• The number of active calls that have been routed by a VDN.
• The caller identity, that is, Automatic Number Identification (ANI).
• The type of originating line, that is, Information Indicator (II) digits.
• The caller entered digits (CINFO) that Communication Manager receives from the network or
an ASAI or VRU adjunct.
• The time-of-day and the day of the week the call is placed. The syntax for this condition can be
illustrated as follows: mon 8:01 to fri 17:00 means anytime between 8:01 a.m. Monday through
5:00 p.m. Friday and all 17:00 to all 8:00 means between 5:00 p.m. and 8:00 a.m. on any day
of the week.
The available set of conditions is dependent on the features you administer on the SystemParameters Customer-Options screen.
Based on the condition, specific comparison operators and a threshold can be in effect. Examples of
comparison operators are < (less than), > (greater than), = (equal to), <= (less than or equal to), >=
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
29
Call Vectoring fundamentals
(greater than or equal to), <> (not equal to), and in or not-in. A threshold is a range of accepted
numerical entries.
Call Vectoring benefits
Call Vectoring benefits
Examples
Call treatment
Implement special treatment based on
the time of day, the day of the week, and
on holidays. For example, routing calls to
a different vector when one location is on
holiday.
Automatically change treatment
according to either how long the call has
been waiting or in response to the
changing traffic or staffing conditions.
Customer service center on page 32
Distributed call centers on page 37
Automated attendant on page 34
Data in voice answer and data message collection on page 34
Distributed call centers on page 37
Help desk on page 39
Provide multiple or recurring information,
or delay announcements that are
selected according to the time of day or
day of the week, call volume, or staffing
conditions.
Customer service center on page 32
Set up and test special call treatments for Holiday Vectoring example on page 54
events such as sales, advertising
campaigns, holidays, snow days.
Provide the caller with a menu of
choices.
Data in voice answer and data message collection on page 34
Queue calls to up to three splits
simultaneously to improve the ASA and
agent productivity.
Customer service center on page 32
Implement routing to local or distant
destinations.
Help desk on page 39
Distributed call centers on page 37
Customer service center on page 32
Data in voice answer and data message collection on page 34
Distributed call centers on page 37
Help desk on page 39
Connect callers to a voice mail or
Data in voice answer and data message collection on page 34
messaging system either automatically or
per caller request.
Call routing
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
30
Call Vectoring benefits
Call Vectoring benefits
Examples
Reduce call transfers by accurately
routing callers to the desired destination.
Data in voice answer and data message collection on page 34
Provide up to four ACD queuing priority
levels and the ability to change the
queuing priority dynamically, thereby,
providing faster service for selected
callers.
Customer service center on page 32
Reduce agent or attendant staffing
requirements by: (1) automating some
tasks, (2) reducing caller hold time, and
(3) having agents in one split provide
service multiple call types.
Data in voice answer and data message collection on page 34
Distributed call centers on page 37
Data in voice answer and data message collection on page 34
Information collection
Provide customized or personalized call
treatment using information collection
and messaging.
Automated attendant on page 34
Data in voice answer and data message collection on page 34
Help desk on page 39
Collect information for use by an adjunct
or by agent display.
Help desk on page 39
Collect caller-entered or customer
database-provided CINFO digits from the
network.
CINFO vector example on page 140
Related links
Call Vectoring fundamentals on page 15
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
31
Chapter 3: Call Vectoring examples
Example
Feature
Customer service center
Basic Call Vectoring
Automated attendant
Call Prompting
Data in or voice answer and data or
message collection
Call Prompting and Basic Call Vectoring
Distributed call centers
Look-Ahead Interflow (LAI) and Basic Call Vectoring
Help desk
Adjunct Routing, Call Prompting, and Basic Call Vectoring
Insurance agency or any service agency
Basic Call Vectoring, Call Prompting, Rolling Average Speed
of Answer (ASA), Expected Wait Time (EWT), Vector
Directory Number (VDN) calls, and Automatic Number
Identification (ANI) routing
Warranty service with EAS
Basic Call Vectoring and Expert Agent Selection (EAS)
Resort reservation
Basic Call Vectoring, Adjunct Routing, Call Prompting, and
EAS
Local attendant group access code
Attendant Vectoring
Incoming trunk calls to attendant group
Attendant Vectoring
Incoming Listed Directory Number (LDN)
calls
Attendant Vectoring
QSIG Centralized Attendant Service (CAS)
Attendant Vectoring
Night station service
Attendant Vectoring
Holiday Vectoring
Holiday Vectoring
Network Call Redirection (NCR)
Multisite Best Service Routing (BSR) and NCR
BSR using Expected Wait Time (EWT) and
Agent Adjustments
Multisite BSR
Dial by Name
Basic Call Vectoring and Call Prompting
Customer service center
In the example, a customer service center is open on weekdays from 8 a.m. to 5 p.m. The center
has two separate phone numbers for regular and priority customers. The following vector examples
show how calls to the customer service center are handled.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
32
Customer service center
Example application - customer service center
VDN (extension=1021 name=Customer Serv vector=21)
Vector 21:
1. goto vector 29 @step 1 if time-of-day is all 17:00 to all 08:00
2. goto vector 29 @step 1 if time-of-day is fri 17:00 to mon 08:00
3. goto step 10 if calls-queued in split 1 pri l > 10
4. queue-to split 1 pri m
5. wait-time 10 seconds hearing ringback
6. announcement 3521
7. wait-time 50 seconds hearing music
8. announcement 3522
9. goto step 7 if unconditionally
10. busy
VDN (extension=1022 name=Priority Cust vector=22)
Vector 22:
1. goto vector 29 @step 1 if time-of-day is all 17:00 to all 08:00
2. goto vector 29 @step 1 if time-of-day is fri 17:00 to mon 08:00
3. goto step 12 if calls-queued in split 1 pri h > 10
4. queue-to split 1 pri h
5. announcement 3521
6. wait-time 10 seconds hearing music
7. check split 2 pri h if oldest-call-wait < 20
8. check split 3 pri h if oldest-call-wait < 20
9. announcement 3522
10. wait-time 60 seconds hearing music
11. goto step 7 if unconditionally
12. route-to number 0 with cov n if unconditionally
No VDN
Vector 29:
1. announcement extension 3529
2. wait-time 10 seconds hearing silence
3. disconnect after announcement 3529
When a priority customer places a call, the system accesses Vector 22. The first two steps of Vector
22 determine if the call arrives during non business hours. If the call arrives between 5:00 p.m. and
8:00 a.m. on any given day, step 1 routes the call to Vector 29. Step 2 does the same if the call
arrives during the weekend, that is, between 5:00 p.m. Friday and 8:00 a.m. Monday. If the system
accesses Vector 29, the caller hears an announcement twice and the call is then disconnected.
If the call is placed during business hours, step 3 of Vector 22 determines if the number of highpriority calls that are queued in the main split exceeds 10. If more than 10 calls are in queue, control
is sent to step 12, which routes the call to an attendant. If less than 10 calls are in queue, the call is
queued to the main split as indicated in step 4. An appropriate announcement plays (step 5),
followed by a wait period in step 6.
If the call is not answered after the wait time specified in step 6, steps 7 and 8 attempt to queue the
call to a backup split (splits 2 and 3, respectively). The call is queued to either split if the oldest call
in the split has been waiting fewer than 20 seconds.
Even if the call is queued to one of the backup splits, the call is passed to steps 9 through 11, which
implement an announcement-wait cycle that continues until either an agent answers the call, or the
caller abandons the call.
When a non priority customer places a call, vector 21 is accessed. Vector 21 provides a treatment
similar to that provided by Vector 22, with the following exceptions:
• Backup splits are not queried for non priority calls
• Priority calls are assigned a higher priority in the queue
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
33
Call Vectoring examples
• Priority calls route to an operator (step 12 of Vector 22) when too many calls are queued, but
non priority calls route to a busy signal (step 10 in Vector 21).
Automated attendant
With Automated Attendant, a caller can enter the extension of the agent. The caller can enter up to
16 digits from a touch-tone telephone.
Call centers use Automated Attendant if call centers do not have DID trunks and if the callers know
the extension of the agents. Automated Attendant reduces call center costs, as call centers do not
require live attendants.
Example application - automated attendant
1. wait-time 0 seconds hearing ringback
2. collect 5 digits after announcement 30001 [You have reached Ridel Publications.
Please dial a 5-digit extension or
wait for an attendant.]
3. route-to digits with coverage y
4. route-to number 0 with cov n if unconditionally
5. stop
Step 1 of the vector contains the wait-time command, which is placed before the collect
digits command in step 2 to provide the caller with ringback in the event that a TouchTone
Receiver (TTR) is not immediately available. A TTR must be connected in order for the collect
digits command to take effect. Once a TTR is connected, the caller is prompted to enter the
destination extension of the party, that is, step 2. The collect digits command in step 2
collects the digits. Thereafter, the route-to digits command in step 3 attempts to route the call
to the destination.
If the route-to digits command fails because the caller fails to enter any digits, or enters an
invalid extension number, the route-to number command in step 4 routes the call to an
attendant. However, as long as the destination is a valid extension, the route-to digits
command succeeds, coverage applies, and vector processing terminates.
Note:
Even if the destination is busy, vector processing terminates because coverage call processing
takes effect.
Data in/voice answer and data/message collection
The scenario involves a mutual fund company that is open 24 hours a day, 7 days a week. All
incoming calls are directed to a single VDN extension that maps to a main vector. The main vector
presents a menu of options to the calling party and the vector uses Call Prompting to determine the
desired service. The following three services are offered to the customers:
• New Account: To open new accounts.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
34
Data in/voice answer and data/message collection
• Account Inquiry: To make inquiries about respective accounts.
• Net Asset Value (NAV): To receive information on the NAV of the company funds.
If the caller selects account inquiries, the caller is prompted to enter the account number. The agent
can use the callr-info button to view the account number.
Note:
If the agent has a two-line display telephone, the account number is automatically displayed on
the second line. Some supported display telephones include 6416, 6424, 8410, 8434 and
CallMaster® set.
The scenario includes the use of the following three applications supported by Call Prompting:
• Data In/Voice Answer (DIVA): The caller can receive information on a topic selected at the
prompt. The caller selects the desired topic by entering the appropriate digits.
• Data Collection: Collects the digits entered by a caller. The digits are all numeric and one such
example is an account number or US Social Security Number.
• Message Collection: The caller can leave a recorded message instead of waiting for the call to
be answered.
The following four vectors illustrate how the mutual fund company handles telephone calls. The
vector is programmed to check if queue slots are available.
Example application - mutual fund company
VDN (extension=1030
name=ABC Inv
vector=10
display override=y)
Vector 10
1. wait-time 0 secs hearing ringback
2. collect 1 digits after announcement 3531 [Thank you for calling ABC Investments.
If you wish to open a new account,
please dial 1. If you wish to make an account inquiry, please dial 2. If you
wish to know the current net asset
values of our funds, please dial 3.]
3. route-to number 1031 with cov y if digit = 1
4. route-to number 1032 with cov y if digit = 2
5. route-to number 1033 with cov y if digit = 3
6. route-to number 0 with cov n if unconditionally
7. disconnect after announcement none
VDN (extension=1031
name=New Account
vector=11)
Vector 11
1. goto step 5 if calls-queued in split 1 > 19
2. queue-to split 1 pri t
3. announcement 3535
4. wait-time 10 secs hearing music
5. collect 1 digits after announcement 4020 [We are sorry. All our operators are
busy at the moment. Dial 1 to leave
your name and telephone number.]
6. goto step 10 if digit = 1
7. announcement 3537
8. wait time 50 secs hearing music
9. goto step 6 if unconditionally
10. messaging split 5 for extension 4000
11. announcement 3538 [We are sorry, we cannot take your message now. Please hold or
call back later.]
12. goto step 4 if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
35
Call Vectoring examples
DIVA and data/message collection vector example
VDN (extension=1032
name=Account Inq
vector=12)
Vector 12:
1. wait-time 0 secs hearing ringback
2. collect 6 digits after announcement 3533 [Please enter your 6-digit account
number.]
3. goto step 7 if calls-queued in split 1 > 19
4. queue-to split 1 pri m
5. announcement 3535
6. wait-time 60 secs hearing music
7. collect 1 digits after announcement 4020 [We are sorry. All our operators are
busy at the moment. Dial 1 to leave
your name and telephone number.]
8. goto step 12 if digit = 1
9. announcement 3537
10. wait time 50 secs hearing music
11. goto step 8 if unconditionally
12. messaging split 5 for extension 4000
13. announcement 3538 [We are sorry, we cannot take your message now. Please hold or
call back later.]
14. goto step 4 if unconditionally
VDN (extension=1033
name=Net Asset Val
vector=13)
Vector 13:
1. disconnect after announcement 3534 [The net asset values of our funds at the
close of the market on Wednesday, May 15
were as follows: ABC Growth.....
33.21.....up 33 cents; ABC High Yield.....11.48.....down 3 cents.]
When the call is placed, vector processing begins in vector 10, which is the main vector. Step 1 of
the vector contains the wait-time command, which is placed before the collect digits
command in step 2 to provide the caller with feedback in the event that a tone detector is not
immediately available. Once a tone detector is connected, the collect digits command
provides an announcement that requests the caller to enter 1, 2, or 3, depending on the service. If
the caller enters a digit other than 1, 2, or 3, or if the caller fails to enter any digits within 10 seconds,
the command fails and the call is routed to an attendant (step 6). If the caller enters 1, 2, or 3 within
10 seconds, the call is routed to the vector specified in the route-to number command, which
appears in steps 3, 4, and 5.
For instance, when prompted, the caller enters 3 to learn about the NAV of the company funds. The
route-to number command in step 3 and in step 4 fail, because in each case, the digit that is
tested for in the condition portion of the command is not 3. However, the route-to number
command in step 5 succeeds because the digit that is tested matches the one entered by the caller.
Accordingly, the call is routed to VDN extension 1033 and vector processing continues in vector 13.
The announcement command in step 1 of vector 13 provides the caller with the information on
NAV and disconnects the call.
The process just described, wherein the caller receives information after entering a digit at the
prompt, is an example of the DIVA application.
Returning to the main vector, if caller wants to make an inquiry and enters 2 when prompted, step 3
fails, but step 4 succeeds. Accordingly, the call is routed to VDN extension 1032 and vector
processing continues in vector 12.
The collect digits command in step 2 of vector 12 first requests the caller to enter the 6-digit
account number. The command then collects the digits. Whether or not the caller enters the digits
correctly, the queue-to split command in step 4 queues the call. If an agent does not
immediately answer the call, the standard announcement in step 5 plays and a delay is provided in
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
36
Distributed call centers
step 6. The announcement in step 7 provides the caller with the option to either leave a message or
hold. The caller is prompted to enter 1 to leave a recorded message. If the caller does not enter 1,
the goto step command in step 8 fails and an announcement-wait cycle is implemented by steps
9, 10, and 11 until the call is answered or abandoned. If the caller does enter 1 within 10 seconds,
step 8 passes control to step 12. The messaging split command in step 12 attempts to connect
the caller to an AUDIX or a message center split. If the connection is made, the caller hears
ringback and can then leave a message. If the connection is not made, the step is unsuccessful and
step 13 provides an announcement that indicates that a connection is not made. Thereafter, the
goto step command in step 14 sends the call control back to step 6, which leads the caller back
to the steps to leave a message.
The process just described, wherein the caller enters digits that comprise an official number, is an
example of the Data Collection application. If the agent has a callr-info button or a two-line display,
the agent can see the digits entered by the caller. As a result, the agent does not have to request
the caller for an account number.
Finally, if another caller wants to open an account and enters 1 when prompted in the main vector,
step 3 of the main vector is successful. Accordingly, the call is routed to VDN extension 1031 and
vector processing continues in vector 11.
In step 2 of vector 11, the call is queued to the main split. Thereafter, step 3 provides an appropriate
announcement and step 4 provides a delay period. The announcement in step 5 provides the caller
with the option to either leave a recorded message or hold. This is an example of the Message
Collection application. The caller is prompted to enter 1 to leave a recorded message. If the caller
does not enter 1, the goto step command in step 6 fails and an announcement-wait cycle is
implemented by steps 7, 8, and 9 until the call is answered or abandoned. If the caller does enter 1
within 10 seconds, step 6 passes control to step 10. The messaging split command in step 10
attempts to connect the caller to an AUDIX or message center split. If the connection is made, the
caller hears ringback and can then leave a message. If the connection is not made, the step is
unsuccessful and step 11 provides an announcement that indicates that a connection is not made.
Thereafter, the goto step command in step 12 sends call control back to step 4, which leads the
caller back into the steps to leave a message.
Distributed call centers
The example involves two call centers located in New York and Denver. Calls to the New York call
center are queued to up to two splits. If calls remain unanswered for a period of time, a Look-Ahead
Interflow (LAI) call attempt is made to the Denver call center. If there are less than 10 queued calls
in Denver, the LAI call attempt is accepted and serviced at Denver. Else, the call is denied and
remains in queue in New York until an agent becomes available. The two vectors below illustrate the
process.
Example application - distributed call centers
Sending Communication Manager:
VDN (extension=1080
name=New York Office
vector=80)
Vector 80:
1. goto step 11 if calls-queued in split 1 pri m > 5
2. queue-to split 1 pri m
3. announcement 3580 [All our agents are busy at the moment. Please hold.]
4. wait-time 6 seconds hearing music
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
37
Call Vectoring examples
5.
6.
7.
8.
9.
10.
11.
route-to number 913035661081 with cov n if unconditionally
check split 2 pri m if calls-queued < 5
wait-time 6 seconds hearing music
announcement 3581 [All our agents are still busy. Please hold.]
wait-time 60 seconds hearing music
goto step 5 if unconditionally
busy
Receiving Communication Manager:
VDN (extension=1081
name=Denver Inflow
vector=81)
Vector 81:
1. goto step 7 if calls-queued in split 3 pri l > 10
2. wait-time 0 seconds hearing music
3. queue-to split 3 pri h
4. announcement 3582 [We apologize for the delay. Please hold.]
5. wait-time 60 seconds hearing music
6. goto step 5 if unconditionally
7. disconnect after announcement none
Vector 80 is on the sending Communication Manager from a call center in New York, while vector
81 is on the receiving Communication Manager at a call center in Denver.
In the sending Communication Manager, the call is queued to split 1 at a medium priority (step 2) if
the condition in step 1 is met. If the condition is not met, the call is routed to busy in step 11.
If the call is queued, but not immediately answered, the caller hears an announcement (step 3) and
music (step 4). If the call is still not answered at this point, step 5 places a LAI call attempt to the
receiving Communication Manager, on which vector 81 resides.
Step 1 in the receiving Communication Manager determines whether the call can be serviced in
Denver. If the number of calls queued at any priority in split 3 is greater than 10, vector 81 does not
service the call. In such a case, control is passed to step 7, which rejects the LAI call attempt.
However, if the test in step 1 succeeds, the call is queued by the receiving Communication Manager
in split 3 at a high priority (step 3) and the LAI call attempt is accepted. Accordingly, the call is
removed from the main split queue in New York and the control is passed to the Denver
Communication Manager, where vector processing continues at step 4.
If the receiving Communication Manager does not accept the LAI call attempt, control is passed to
step 6 of the sending Communication Manager. The step then queues the call to split 2 at a medium
priority, provided there are less than five calls queued in that split. Thereafter, the customary
announcement-wait sequence plays (steps 7, 8, and 9). Finally, if necessary, step 10 sends the
control back to step 5, which makes another LAI attempt and the cycle is repeated.
Note:
To prevent confusion, the treatment provided at the receiving Communication Manager must be
consistent with the treatment provided at the sending Communication Manager. In the
distributed call centers example, note that the caller hears music and never ringback or silence,
at the sending Communication Manager. Accordingly, music must be featured at the receiving
Communication Manager.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
38
Help desk
Help desk
The scenario involves a help desk at a computer firm. The help desk is configured into three groups.
One group handles hardware problems, the second group handles software problems, and the third
group handles general problems. The information provided in the Adjunct Switch Application
Interface (ASAI) route request, that is, calling party number, called number, and collected digits, is
used to route the call to an appropriate agent. Such an agent can be the one who last serviced the
caller, or the next available agent for the specific caller. Also, based on the traffic conditions of
Communication Manager and the caller entered digit, the call can be diverted to other destinations
such as other ACD splits, announcements, or to another Communication Manager.
Example application - help desk
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 4704 [Welcome to the TidyBits Computer Corporation
help desk. For hardware problems,
dial 1. For software problems, dial 2. For general queries, dial 3.]
3. adjunct routing link 12
4. wait-time 4 seconds hearing ringback
5. route-to number 3710 with cov y if digit = 1
6. route-to number 3720 with cov y if digit = 2
7. route-to number 3730 with cov y if digit = 3
8. route-to number 0 with cov n if unconditionally
9. stop
Step 1 of the vector contains the wait-time command to provide the caller with ringback in the
event that a TTR is not immediately available. A TTR must be connected for the collect digits
command to take effect. In step 2 of the vector, the caller is prompted to enter 1, 2, or 3, based on
the type service required by the caller. Thereafter, the adjunct routing link command in step
3 instructs Communication Manager to send a route request to the adjunct processor. The route
request contains the called party number, the calling party number, and the digit that is collected in
step 2, along with the other pertinent information for adjunct routing. If 1, 2, or 3 is not entered and if
the adjunct does not return a route, the call is eventually routed to an attendant (step 8).
If the adjunct routing link command in step 3 succeeds, the adjunct uses the information
included in the route request to select the appropriate route for the call. If the caller enters 1 and the
adjunct routing link command succeeds, the call is routed to agent who handles hardware
related queries. For general hardware problems, the call can be routed to a larger group of ACD
agents before the call is queued.
Insurance agency
In the example, an insurance company call center handles calls from independent field agents,
policy holders with claims, policy holders with need for customer service, and several general
service agency type toll–free number client accounts such as 800, 888, 877, 866 number types.
Each different type of call has an 800 number that routes the calls to associated VDNs.
Call center requirements:
• Independent field agents require prompt service. The field agents call the company to find the
latest rates for specific clients, to set up policies, or to make adjustments. Therefore the
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
39
Call Vectoring examples
insurance company wants to maintain an Average Speed of Answer (Rolling-ASA) of less than
30 seconds for field agent calls. Field agent calls are given the highest priority in queue.
• Calls to Claims must be separated by area code. Training for the Claims agents is based on
the area of the country for the claim. A particular group of agents can be given training for more
than one area code. Therefore, area codes must not be tested individually and can be grouped
in Vector Routing Tables (VRT).
• The insurance company wants the customer service callers to hear an announcement
indicating the wait duration for a service.
• The insurance company also sells spare call center capacity to client accounts. The account
contracts are provided on the basis that only so many calls to a particular account are accepted
at any given time.
In this example, Rolling ASA routing is used to maintain the rolling ASA objective of less than 30
seconds for field agent calls. ANI or CLID routing is used to partition arriving calls based on any of
the following combinations so as to route calls to the appropriate Claims agent:
• Area code, that is, Numbering Plan Area (NPA)
• Area code and Central Office (CO) within the NPA, that is, NPA-NXX
• Entire phone number, that is, NPA-NXX-XXXX
The terms ANI and CLID are, in practice, used interchangeably with respect to vectors. ANI equates
to the caller's number when the caller dials a toll-free number, whereas CLID equates to the caller's
number when the caller dials a non toll-free number. EWT routing is used to notify callers about the
expected wait time if the wait time is more than 60 seconds. VDN Calls routing is used to regulate
the number of calls to service agency clients.
The following table shows the VDNs and vectors associated with each type of call.
VDN table for insurance agency or service agency example
Type of service
VDN number
Vector number
Field Agents
1001
1
Claims
1002
2
Customer Service
1003
3
Client 1
1004
4
Client 2
1005
5
Note:
To demonstrate the features described in the example, the sample vectors do not include tests
for unstaffed or full queues and out-of-hours operation.
Step 1 queues the call to the main split. If the main split is currently answering calls within the target
time of 30 seconds, step 2 bypasses all the backup splits and goes to the announcement in step 6.
The call is handled by split 10 within the time constraints. However, if the call is not answered by the
time that vector processing reaches step 8, the backup splits are checked.
If the Rolling ASA for the main split is more than 30 seconds, steps 3, 4, and 5 check backup splits
are executed. The call is queued to any of the splits that have a Rolling ASA of less than 30
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
40
Insurance agency
seconds. If the call still is not answered by the time vector processing reaches step 8, the backup
splits are checked again.
Use the following vector example to route Claims calls by area code.
Claims vector example
VDN 1002 -- Claims calls
1. goto step 10 if ani = none
2. goto vector 21 @step 1 if ani = 201+
3. goto vector 22 @step 1 if ani = 212+
4. goto vector 23 @step 1 if ani in table 1
5. goto vector 24 @step 1 if ani in table 2
6. goto vector 25 @step 1 if ani in table 3
7. goto vector 26 @step 1 if ani in table 4
8. goto vector 27 @step 1 if ani in table 5
9. goto vector 30 @step 1 if unconditionally
10. wait-time 0 seconds hearing ringback
11. collect 3 digits after announcement 10001
12. goto vector 30 @step 1 if digits = none
13. goto vector 21 @step 1 if digits = 201+
14. goto vector 22 @step 1 if digits = 212+
15. goto vector 23 @step 1 if digits in table
16. goto vector 24 @step 1 if digits in table
17. goto vector 25 @step 1 if digits in table
18. goto vector 26 @step 1 if digits in table
19. goto vector 27 @step 1 if digits in table
20. goto vector 30 @step 1 if unconditionally
[Please dial your area code]
1
2
3
4
5
Each VRT referenced in the example contains a list of area codes with the “+” wildcard. Each list of
area codes is handled by a specific group of agents. Vectors 21 through 27 queue calls to the
appropriate group of agents. Vector 30 provides a live agent to screen calls that have area codes
that are not listed in any table or vector step. The vector also provides access to an agent when ANI
is not available and the caller does not enter an area code when prompted.
The following vector example notifies customer service callers of the expected wait time.
Customer Service vector example
VDN 1003 -- Customer Service calls
1. goto step 10 if expected-wait for split 32 pri l > 600
2. queue-to split 32 pri l
3. wait-time 20 seconds hearing ringback
4. goto step 8 if expected-wait for call > 40
5. announcement 1100
6. wait-time 40 seconds hearing music
7. goto step 5 if unconditionally
8. converse-on split 80 pri l passing wait and none
9. goto step 5 if unconditionally
10. disconnect after announcement 1400
In step 1, callers who wait more than 10 minutes are routed to a call back later announcement. Step
4 routes callers to a VRU to be given the EWT announcement while the callers hold the place in the
queue.
The following vector examples can be used to regulate the number of calls to service agency clients.
In this example, client 1 has contracted for 100 simultaneous calls while client 2 has contracted for
only 50 simultaneous calls.
Service Agency Clients vector examples
VDN 1004-- Client 1 calls
1. goto step 3 if counted-calls to vdn 1004 <= 100
2. busy
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
41
Call Vectoring examples
3.
4.
5.
6.
7.
queue-to split 60 pri l
wait-time 20 seconds hearing ringback
announcement 12000
wait-time 60 seconds hearing music
goto step 5 unconditionally
VDN 1005 -- Client 2 calls
1. goto step 3 if counted-calls to vdn 1005 <= 50
2. busy
3. queue-to split 60 pri l
4. wait-time 20 seconds hearing ringback
5. announcement 12000
6. wait-time 60 seconds hearing music
7. goto step 5 unconditionally
In both the examples vectors, the first step routes calls to queue if the number of contracted calls is
not exceeded. Otherwise callers receive a busy signal.
Warranty service with EAS
The scenario involves a major appliance company that offers one year warranties and extended
warranties on major appliances such as dishwashers, refrigerators, washers, and dryers. The
warranties are printed in English and Spanish to serve customers who speak both languages. 800
numbers are provided for calling both English-speaking agents and Spanish-speaking agents.
Bilingual agents with Spanish-speaking skills are hired to back up the groups of English-speaking
agents. Agents are first trained on all appliance models of a certain type and then on all appliance
models for a room such as the kitchen, and the laundry room.
The skills shown in the following table are required for the warranty service call center.
Skill for a warranty service call center
Appliance type
English skill number
Spanish skill number
Kitchen appliances
10
20
Dishwashers
11
21
Refrigerators
12
22
Laundry appliances
30
40
Washers
31
41
Dryers
32
42
Supervisors
100
The VDN skill preferences are set up as shown in the following table.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
42
Warranty service with EAS
VDN skill for the warranty service call center
VDN skill
preference
English
Spanish
Appliance
VDN
First
Second
Third
Dishwasher
1100
11
10
20
Refrigerator
1101
12
10
20
Washer
1102
31
30
40
Dryer
1103
32
30
40
Dishwasher
1200
21
20
--
Refrigerator
1201
22
20
--
Washer
1203
41
40
--
Dryer
1204
42
40
--
The agent skills are set up as shown in the following table.
Agent skills for the warranty service call center
Agent
Skill level 1
Skill level 2
Kim
42
40
41
30
Michelle
100
--
--
--
Beth
31
--
--
--
Mike
32
--
30
--
Once skills are assigned to VDNs and to agents, calls are directed to the appropriate vector.
The goal of the warranty service call center is to answer 80 percent of the incoming calls within 20
seconds. Accordingly, if a call directed to a vector is not answered by the time the announcement
finishes, a second group of agents is viewed, enlarging the agent pool. If the call is not answered
within the following 10 seconds, a third group of agents is viewed.
Since the call center has only a few bilingual agents, the management wants to reserve the agents
for Spanish-speaking callers only. This can be done by giving Spanish-speaking callers a higher
priority in the vector or by assigning a higher skill level to Spanish skills. Also, if a Spanish-speaking
caller waits more than 30 seconds for service, a supervisor of the Spanish-speaking skills takes the
calls.
The figures depict the setup for the warranty service call service. Specifically, the figures show the
vectors and call flows for callers with a broken washer or dryer who need service. Separate vectors
are used to provide an announcement in Spanish and in English, see step 2. The same two vectors
can be used for callers who need service for broken dishwashers and refrigerators.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
43
Call Vectoring examples
Figure 1: Warranty service call center (part 1)
The next figure depicts how the vector-processed call is directed to the appropriate call queue. The
figure also shows how the call is directed to the appropriate agent or agents. The agent skills are
indicated below the name of each agent. Dashed lines indicate backup or secondary skills.
Note:
Only a small sample of agents is shown in the example figure.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
44
Notify callers about queue position
Figure 2: Warranty service call center (part 2)
A Spanish-speaking customer has a broken dryer. The caller dials the call center number.
Communication Manager receives and directs the call to VDN 1203, which points to vector 2. The
system administrator assigns the VDN skill preferences 42 for dryers and 40 for laundry appliances
as the first and second skill preferences respectively.
Once vector processing starts, the queue-to skill command in step 1 of vector 2 queues the
call to the skill group corresponding to the first VDN skill (42-Dryers Bilingual). If an agent with skill
42 is available, the agent answers the call. If the agent is not available, an appropriate delay
announcement in step 2 plays. Next, the check skill command in step 3 attempts to queue the
call to the skill group corresponding to the 2nd VDN skill (40-Laundry Appliances Bilingual). If an
agent with skill 40 is available, the agent answers the call. Otherwise, a wait period is provided in
step 4 and the check skill command in step 5 checks the specific skill (100-Supervisors
Bilingual) for available agents.
Notify callers about queue position
XYZ call center has the following requirements:
• Announce the position of a call in queue to callers.
• Do not use a wait time estimate because the call traffic for this call center is random and the
talk times are variable.
• Do not use the existing Integrated Voice Response (IVR) or Voice Response Unit (VRU)
equipment.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
45
Call Vectoring examples
Scenario solution
The XYZ call center decides to use the interflow-qpos goto step conditional to test the caller position
in queue. The interflow-qpos goto conditional checks the caller’s position in queue from 1 (next in
line) to 9 (8 calls are ahead).
Scenario prerequisites
• Virtual Routing (LAI) must be active.
• Set the Interflow-Qpos EWT Threshold field on the Feature-Related System Parameter
screen to 0 seconds. The interflow-qpos tests what is defined as the eligible queue. Setting the
field to 0 does not exclude calls at the top of the queue.
How to set up the interflow-qpos conditional
• Use the same priority for queuing all calls.
• To add a test such as for working hours in the beginning, use a vector which ends with goto
vector x unconditionally, where vector x has the loop with the announcing steps.
• If you have queue limiting, use a “goto step/vector y if calls-queued in skill 25 pri l >
queue_limit” step ahead of step 2 to give the caller an alternate treatment if the call cannot be
queued.
1. wait-time 0 secs hearing ringback
2. queue-to skill 25 pri l
3. announcement 1000 [All our specialists are busy handling other customers. Your call
is important to us, so please wait.]
4. goto step 6 if interflow-qpos <> 1
5. announcement 1001 [you are the next call to be answered]
6. goto step 8 if interflow-qpos <> 2
7. announcement 1002 [you have 1 call ahead of you]
8. goto step 10 if interflow-qpos <> 3
9. announcement 1003 [you have 2 calls ahead of you]
10. goto step 12 if interflow-qpos <> 4
11. announcement 1004 [you have 3 calls ahead of you]
12. goto step 14 if interflow-qpos <> 5
13. announcement 1005 [you have 4 calls ahead of you]
14. goto step 16 if interflow-qpos <> 6
15. announcement 1006 [you have 5 calls ahead of you]
16. goto step 18 if interflow-qpos <> 7
17. announcement 1007 [you have 6 calls ahead of you]
18. goto step 20 if interflow-qpos <> 8
19. announcement 1008 [you have 7 calls ahead of you]
20. goto step 22 if interflow-qpos <> 9
21. announcement 1008 [you have 8 calls ahead of you]
22. goto step 26 if interflow-qpos <= 9
23. announcement 1009 [There are more than 8 calls ahead of you]
24. collect 1 digits after announcement 3000 [If you would like to leave a callback
message dial 1 otherwise press # or
continue to wait {10 sec timeout is the default but it is adjustable}]
25. goto vector 200 if digits = 1 [vector 200 provides callback messaging via the
messaging command and related treatment]
26. wait-time 60 secs hearing music {this is optional}
27. announcement 1000 [Our specialists are still busy, please continue to wait]
28. goto step 4 unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
46
Resort reservation service
Resort reservation service
The example involves a resort company that places a variety of advertisements in magazines for
information on a particular resort or state. A call center makes the reservations for the resort
company. To satisfy the request of many callers, an effort is made to connect callers to an agent
who has visited the resort that the callers are interested in visiting. The resort company has also
decided to sell additional sightseeing packages if the agent has a regional accent.
To respond to an advertisement, the caller can dial a number that directly routes the caller to a VDN
for that state’s resorts. As an alternative, the caller can dial the general number for the resort chain
and be serviced using Call Prompting.
Specific number dialing
The call center is set up in such a way that a VDN with an accompanying set of VDN skill
preferences is assigned to each state that has a resort. For example, the following table shows how
skill preferences are assigned to the Texas VDN 3222.
Texas VDN 3222 skill preferences
Skill preference
Skill
number
Agent skill
1st
30
Agent who has a Texas accent and has visited resorts in Texas
2nd
31
Agent who has visited resorts in Texas
3rd
130
Any agent who can make the reservation
The following figure depicts how Call Vectoring processes a call to the VDN 3222.
A single VDN for each state is assigned to vector 2. If a caller wants information on resorts in Texas
and dials the correct number, for example, 615-3222, the call reaches Communication Manager and
is directed to VDN 3222 which points to vector 2.
Once vector processing starts, the queue-to skill command in step 1 queues the call to the skill
group that corresponds to the 1st VDN skill, 30-agent with a Texas accent who has visited resorts in
Texas. If an agent with skill 30 is available, the agent answers the call. If the agent is not available,
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
47
Call Vectoring examples
the check skill command in step 3 attempts to queue the call according to the stated conditions,
if calls-queued < 15, to the skill group that corresponds to the 2nd VDN skill, 31-agent who has
visited resorts in Texas. If step 3 fails, the check skill command in step 5 attempts to queue the
call based on the stated conditions, that is, if the oldest-call waiting < 10, to the skill group that
corresponds to the 3rd VDN skill, 100-any agent who can take a reservation.
General number dialing
Callers can dial a general number, for example, 615-3111. The caller is provided service in part
using Call Prompting. The following figure depicts how a call to VDN 3111 is processed using Call
Vectoring.
After the number is dialed, the call is directed to VDN 3111, which points to vector 1. Note that there
are no skill preferences assigned to VDN 3111, which is the only VDN that is administered to point
to vector 1. Therefore, VDN 3111 is used for calls from all states.
The collect digits command in step 2 of the previous vector first requests the caller to enter
the appropriate 2-digit state code and then collects the digits. If the caller enters the correct code for
Texas, which is 05, the converse-on skill command in step 3 delivers the call to the converse
skill if there is a queue for the skill and the queue is not full, or if a VRU port is available.
When the VRU port responds, the step outpulses the state code 05 to the VRU using the passing
digits parameter that is included in the command. Once the VRU receives this state code, the VRU
in turn outpulses the Texas VDN (3222) to Communication Manager. Thereafter, the collect
digits command in step 4 collects the digits that comprise this VDN. Finally, the route-to
digits command in step 5 routes the call to Texas VDN 3222, which points to vector 2.
Callback provisions
After a caller makes a reservation for a resort site, the caller is given a callback number. Such a
number is helpful if the caller requires more information or wants to check on some arrangement
that was previously made. The following figure depicts one approach for activating callback
provisions.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
48
Attendant routing example
After the number is dialed, the call is directed to VDN 3333, which points to vector 3. Note that there
are no skill preferences assigned to VDN 3333. Also, VDN 3333 is the only VDN that is
administered to point to vector 3. Therefore, the VDN is used for calls from all states.
The collect digits command in step 2 of the previous vector first prompts the caller to enter
the 5-digit reservation number and then collects the digits. Once the digits are collected, the
adjunct routing link command, if successful, in step 3 causes Communication Manager to
send the collected digits, along with other information, to the host in the ASAI adjunct routing
request. The host then uses the digits to perform a database lookup for the agent who made the
reservation and the resort that corresponds to the reservation. If the agent is currently logged in, the
call is automatically routed to the agent. Information on the relevant reservation is displayed at the
agent data terminal. If the agent is not logged in, the call is routed to step 5, where the route to
command unconditionally routes the call to the VRU VDN 3111.
Attendant routing example
The following example shows how Attendant Vectoring can be used to route calls in an attendant
environment.
Note:
For the following vector examples, set Tenant Partitioning to y.
VDN 1999
VDN 2999
VDN 3999
Vector 1
Vector 2
Vector 3
1. wait-time 0 secs hearing
ringback
1. wait-time 0 secs hearing
ringback
1. wait-time 0 secs hearing
ringback
2. goto step 7 if time-of-day is all
12:00 to 13:00
2. queue-to attd-group
2. goto step 8 if time-of-day is all
12:00 to 13:00
3. queue-to attd-group
4. goto step 8 if queue-fail
May 2016
3. goto step 7 if queue-fail
4. announcement 9000
3. queue-to attd-group
4. goto step 11 if queue-fail
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
49
Call Vectoring examples
VDN 1999
VDN 2999
Vector 1
5. wait 999 secs hearing music
Vector 2
Vector 3
5. wait 999 seconds hearing music 5. announcement 9000
6. busy
6. disconnect after announcement
9001
7. route-to number 4000 with cov y
if unconditionally
7. queue-to hunt-group 1
8. route-to number 93035381000
with cov y if unconditionally
8. goto step 11 if queue-fail
9.wait 999 secs hearing ringback
10. busy
11. route-to number 93035381000
with cov y if unconditionally
VDN 3999
6. wait 15 seconds hearing music
7. goto step 4 if unconditionally
8. queue-to attendant 6000
9. goto step 11 if queue-fail
10. wait 999 secs hearing ringback
11. route-to number 93035381000
with cov y if unconditionally
Vector administration
• All stations are assigned TN 1 which is associated with attendant group 1, VDN 1999, and
music source 1.
• All trunk groups are assigned TN 2 which is associated with attendant group 1, VDN 2999, and
music source 2.
• All LDNs are assigned TN 3 which is associated with attendant group 2, VDN 3999, and music
source 3.
• Extension 4000 is assigned to a hunt group 1.
• Extension 6000 is assigned to an attendant console for direct access.
Note:
Covered calls can be rerouted to an attendant group for a different tenant partition B when the
call does not queue to the attendant group for tenant number A or for the out of hours case, and
so on. The vector assigned to the attendant vectoring VDN for tenant A needs to include a
failure branch to a “route-to ldn_number with cov y if unconditionally” step to route to the LDN
extension of tenant B. The “with coverage” parameter of the route-to step must be set to “cov y”
and the original coverage path that covers to the tenant A attendant vectoring VDN must have
the “Cvg Enabled for VDN Route-to party?” field set to “y”.
Local attendant group access code
When a station dials the attendant access code, the call is redirected to vector 1. If it is lunch time,
the call is sent to a hunt group and vector processing terminates. If it is not lunch time, the call is
sent to attendant group 1. If an attendant is available, the call is directed to the attendant and vector
processing terminates. Otherwise, the call is queued to the attendant group and the caller hears
music from a music source that is assigned to TN 1 until an attendant answers the call. If the call
cannot be queued, it is routed to a remote location with coverage, and vector processing terminates.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
50
Attendant routing example
If the call is unanswered after 999 seconds in the attendant queue, the caller hears a busy signal
and vector processing terminates.
Note:
The route-to command leaves vector processing as soon as the call is successfully routed.
So, if it is lunch time the call routes to the hunt group and all hunt group processing applies. If
the group is assigned a queue, the call is queued. If the group is not assigned a queue and the
coverage criteria is met, the call follows the hunt group’s coverage path. If the hunt group is in
night service, the call goes to the hunt group’s night service destination. If the route-to
command indicates coverage n, the hunt group’s coverage path is not followed and vector step
7 applies.
Incoming trunk calls to attendant group
When a trunk that has the attendant group assigned as the incoming destination receives a call or
when the attendant group addresses the call, the call is redirected to vector 2. The call is then sent
to attendant group 1. If an attendant is available, the call is terminated to the attendant and vector
processing terminates. Otherwise, the call is queued to the attendant group and the caller hears the
announcement followed by music from the music source that is assigned to TN 2. If the call is
unanswered after 999 seconds in the attendant queue, the caller is dropped after hearing an
announcement and vector processing terminates. If queuing to the attendant fails, the call is queued
to hunt group 1. If a member is available to take the call, the call is terminated to the member and
vector processing terminates. If a member is not available and the call can be queued, the call is
queued and the caller hears ringback until a member answers. If the call is unanswered after 999
seconds in the hunt group queue, the caller hears busy and vector processing terminates. If the call
is not queued, the call is routed to the remote location and vector processing terminates.
Incoming LDN calls
When a call is received for an Listed Directory Number (LDN), the call is redirected to vector 3. If it
is lunch time, the call is sent to attendant 6000. If the attendant is available, the call is answered and
vector processing terminates. If the attendant is not available, the call is placed in queue and the
caller hears ringback until the attendant answers the call. If the call is unanswered after 999
seconds in the attendant’s queue, the call is sent to the remote location and vector processing
terminates. If the call cannot be placed in the queue of attendant 6000, the call is routed to a remote
location and vector processing terminates. If it is not lunch time, the call is sent to attendant group 2.
If an attendant is available, the call is directed to the attendant and vector processing terminates.
Otherwise, the call is queued to the attendant group and the caller hears an announcement followed
by music from the music source assigned to Tenant Number (TN) 3 every 15 seconds. If the call
cannot be queued, the call is sent to attendant 6000.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
51
Call Vectoring examples
Note:
Vector 3 attempts to queue the call to attendant 6000. A route-to command can also be
used, but ensure that an attendant is not assigned a coverage path. To change to a different
tenant attendant group see note under Vector administration.
QSIG Centralized Attendant Service
This example shows how you can use Attendant Vectoring with Centralized Attendant Service
(CAS).
CAS branch
If a call center wants to always play an announcement at a QSIG CAS branch before routing the call
to the QSIG CAS main, an attendant VDN must be administered in the QSIG CAS Number field at
the branch instead of the number to the QSIG CAS main attendant access code, which is 303-538-0
with an Automatic Alternate Routing (AAR) access code of 9, in this example. The following vector
plays an announcement and then routes the call to the QSIG CAS main.
Administration for vector 1 of the attendant VDN is shown in the following Call Vector example.
change vector 1
CALL VECTOR
Number:
Multimedia?
Basic?
Prompting?
1
n
n
y
Page 1 of 3
Name: Night station service vector 4
Attendant Vectoring? y
Lock? y
EAS? n G3V4 Enhanced? n ANI/II-Digits? n
LAI? n G3V4 Adv Route? n CINFO? n BSR? n
01 announcement 9000
02 route-to number
03
04
05
06
07
08
09
10
11
93035380
ASAI Routing? n
Holidays? n
with cov y if unconditionally
CAS main
Calls from a QSIG branch are sent to the QSIG CAS main with the main attendant access code as
the destination address. Therefore, these calls automatically become attendant group calls. The
VDN to which these calls are redirected depends on the Tenant Number (TN) of the incoming trunk.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
52
Night station service
Night station service
This example shows how to use Attendant Vectoring for night service.
Night station service vectors 4 and 5
change vector 4
CALL VECTOR
Number:
Multimedia?
Basic?
Prompting?
4
n
n
y
Page 1 of 3
Name: Night station service vector 4
Attendant Vectoring? y
Lock? y
EAS? n G3V4 Enhanced? n ANI/II-Digits? n
LAI? n G3V4 Adv Route? n CINFO? n BSR? n
ASAI Routing? n
Holidays? n
01 route-to
number 9303538100
with cov y if unconditionally
02
03
04
05
06
07
08
09
10
11
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
change vector 5
CALL VECTOR
Number:
Multimedia?
Basic?
Prompting?
01 route-to
02 route-to
03
04
05
06
07
08
09
10
11
5
n
n
y
Page 1 of 3
Name: Night station service vector 4
Attendant Vectoring? y
Lock? y
EAS? n G3V4 Enhanced? n ANI/II-Digits? n
LAI? n G3V4 Adv Route? n CINFO? n BSR? n
ASAI Routing? n
Holidays? n
number 6000
with cov n if unconditionally
number 93035381000 with cov y if unconditionally
Administration for vector 4 and vector 5 of VDN 4999 is as follows.
• Trunk group 1 is assigned TN 2 which is associated with attendant group 1, and night
destination 4999.
• Trunk group 2 is assigned TN 1 which is associated with attendant group 2, and night
destination 5999.
• Extension 6000 is assigned to a station.
• System night service is on.
When a non-DID call comes in on trunk group 1, the call is redirected to VDN 4999 which routes it to
a remote location.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
53
Call Vectoring examples
When a non-DID call comes in on trunk group 2, the call is redirected to VDN 5999 which routes it to
station 6000. If station 6000 is unavailable, the call does not cover on station 6000’s coverage path.
Vector processing continues and routes the call to a remote location.
Note:
When station night service is active, calls are processed according to the administered night
destination for the trunk group, not the night destination for the associated TN. In other words,
these are not attendant group calls. If the night destination is assigned as attd or left
unassigned, the calls become attendant group calls and are processed according to the
partitions night destination.
Holiday Vectoring example
This is an example of a vector that directs calls to special processing due to a holiday or special
event. Holiday Vectoring is an enhancement that simplifies vector writing for holidays.
In this example, a commercial bank is headquartered in Germany and has branches across Europe.
The bank recently established a U.S. presence with branches in the New York City metropolitan
area. The credit card division operates two 100-agent call centers in Ireland and Germany and one
50-agent call center in the U.S.
All agents in the call centers are bilingual and are assigned to splits that handle calls from both
English and German customers. The New York call center is open 24 hours a day, often receiving
calls routed from the Irish and German call centers, after the centers close at 6:00 p.m. local time.
Due to a large number of bank holidays in Europe, up to 30 days a year, Holiday Vectoring can be
used to create vectors that distribute calls automatically on holidays. Holiday Vectoring saves cost
and the time spent on writing vectors for date-related processing. This is turn saves business that is
lost due to abandoned calls if vectors are not re-administered for holidays.
The following example indicates that, beginning on December 24 and continuing through 6:00 am
on January 2, incoming calls to the call center in Germany will be processed as Christmas holiday
calls.
Note:
Because date ranges must be within the same calendar year, New Year's day must be entered
as a separate item.
Setting up a holiday table
change holiday-table 1
HOLIDAY TABLE
Number: 1
Name: Bank Holidays
START
Month Day Hour Min
12
24 00
00
01
01 00
00
END
Month Day Hour Min
12
31 23
59
01
02 06
00
May 2016
page 1 of 1
Description
Christmas
New Year’s Day
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
54
Holiday Vectoring example
After setting up the Holiday Tables screen modify the vector processing for the holidays. On the Call
Vector screen, enter the new goto conditional for the holidays.
When you set the Holiday Vectoring field to y, a field on the Call Vector screen identifies if the
vector on which you are currently working is a holiday vectoring vector, as shown in the following
example.
Modifying a vector to route according to a holiday table
change vector x
page 1 of 3
CALL VECTOR
Number:
Multimedia?
Basic?
Prompting?
Variables?
01
02
03
04
05
06
07
08
09
10
11
xxx
Name: ___________________________
n
Attendant Vectoring? n
Meet-me Conf? n
y
EAS? n
G3V4 Enhanced? y
ANI/II-Digits? y
y
LAI? y G3V4 Adv Route? y
CINFO? y
BSR? y
y
3.0 Enhanced? y
Lock? y
ASAI Routing? y
Holidays? y
____________
____________
____________
____________
____________
____________
____________
____________
____________
____________
____________
The Vectoring (Holiday) field is a display-only field and appears only when you set the Holiday
Vectoring field on the Customer Options screen to y. If either Vectoring (Basic) or Attendant
Vectoring are set to y, the Vectoring (Holiday ) field can be set to y.
change vector 1
Number:
Multimedia?
Basic?
Prompting?
1
n
y
y
01 goto
02 route-to
03
04
05
06
07
08
09
10
11
May 2016
Name: In Germany
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Meet-me Conf? n
ANI/II-Digits? n
CINFO? n
BSR? n
vector 2 if holiday
number 123456789
change vector 3
Number:
Multimedia?
Basic?
Prompting?
Page 1 of 3
CALL VECTOR
3
n
y
y
in
table 1
with cov n if unconditionally
CALL VECTOR
Name: In Ireland
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Lock? y
ASAI Routing? n
Holidays? y
Page 1 of 3
Meet-me Conf? n
ANI/II-Digits? n
CINFO? n
BSR? n
Lock? y
ASAI Routing? n
Holidays? y
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
55
Call Vectoring examples
01
02
03
04
05
06
07
08
09
10
11
goto
step
2 if holiday
route-to
number 45678
stop
announcement 2721
in
table 2
with cov n if unconditionally
The setup for the vector routes the call to a call center in the U.S. For example, if someone in
Europe calls the bank before 6:00 a.m. on January 2, the call is routed to the U.S. call center. If
someone in Europe calls after 6:00 a.m. on January 2, the call is routed to the German call center.
After you have assigned holiday tables to several vectors, you can use the list usage
holiday-table command to view which vectors and vector steps are using the selected holiday
table.
list usage holiday-table x
Used By
Vector
Vector
LIST USAGE REPORT
Vector Number 1
Vector Number 3
Step 1
Step 1
NCR example
The example shows the primary, status poll, and interflow vectors that redirect calls on the public
network using Network Call Redirection (NCR).
An e-Commerce company has three call centers. In an effort to reduce costs, the company
implemented NCR to redirect calls on a public network and to reduce the trunking costs between the
three call center offices. Best Service Routing (BSR) is implemented to increase the agent
utilization.
The company receives calls from a public network. Trunks used to deliver calls from the public
network have been assigned Network Call Transfer (NCT) capabilities. NCT occurs after the
incoming call is initially answered. With NCT, Communication Manager is required to set up the
second leg of the call and then to wait for the second site to acknowledge before requesting the
public network to transfer the first leg of the call to the second leg, and before the public network
drops the trunks to Communication Manager. The benefit is that Communication Manager retains
control over the call and can redirect the call using the trunk-to-trunk method if the NCT invocation
fails.
After the second leg of the call is initiated and acknowledged by the public switch, the public network
joins the original caller to the redirected-to endpoint and drops both the original call and the second
leg of the call at the redirecting Communication Manager.
To activate the NCR feature for each site, the Communication Manager administrator ensures that
the Net Redir field on the BSR Application Table screen is set to y for the location entry.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
56
NCR example
The company has set up IP trunking to emulate ISDN PRI and uses this capability to poll remote
sites for possible NCR.
The following sections provides examples on how to set vectors at each site, to use the public
network with NCR, as opposed to IP trunking, to route a call from one site to another.
Primary vector for NCR example
A call arrives at the e-Commerce location 1 and a primary vector processes the call. The vector
begins the BSR process by checking the specified resources. The following example shows the
primary vector for incoming call processing at the e-Commerce location 1.
Primary vector
1.
2.
3.
4.
5.
wait-time 0 secs hearing ringback
consider split 1 pri m adjust-by 0
consider location 2
adjust-by 30
consider location 3
adjust by 10
queue-to-best
If location 2 returns the lowest EWT, the call is routed to location 2.
Status poll vector for NCR example
To collect information from a remote Communication Manager, the command consider location 2
adjust-by 30 in the primary vector places a status poll using IP trunking to the status poll vector on
Communication Manager at location 2.
Status poll vector
1. consider split 2
2. consider split 11
3. reply-best
pri m
pri m
adjust-by 0
adjust-by 0
The status poll returns the information to the origin Communication Manager. The call is not
connected to the status poll VDN. Once the remote Communication Manager has returned the
necessary information, the consider series in the primary vector at location 1 proceeds to the next
vector step.
Interflow vector for NCR example
Communication Manager selects the site for call routing, and sends the call to the public network.
The public network switch sets up a second leg of the call and passes the codeset 0 UUI information
in the SETUP message, if this is supported. If you set the Net Redir field on the BSR Application
screen to y for location 1, location 2, and location 3, Communication Manager sends a request to
the public switch for call transfer over the public network.
For incoming 800 number calls from MCI DMS-250 network switches, you must ensure that the
vector reached by the second leg call is answered immediately and an ISDN CONNect message is
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
57
Call Vectoring examples
sent. This can be accomplished with a wait 0 secs hearing music or an announcement
step as the first step in the receiving interflow vector.
BSR example of interflow vector on a remote Communication Manager
1.
2.
3.
4.
announcement
consider split
consider split
queue-to best
83345
2
pri m
11 pri m
adjust-by 0
adjust-by 0
The public network connects the second leg of the call to the second site and drops the trunk to
Communication Manager.
BSR using EWT and agent adjustments example
A catalog company has three call centers, two in the United States and one in France. BSR is
implemented across the sites. The catalog company uses the UCD-MIA call distribution method at
each site and uses the UCD-MIA available agent strategy for the VDN that is active for the call. The
catalog company uses the adjust-by parameter in the consider vector step to select the best
agent at any site.
The catalog company uses the adjust-by parameter for call delivery based on the adjusted idle time
for the agents, so that a remote site is not selected when agent idle time difference is not significant.
To activate BSR Available Agent Adjustments, set the Available Agent Adjustments for BSR
field on the Feature-Related System Parameters screen to y.
To use BSR Available Agent Adjustments, you must change the adjust-by value in the consider
vector steps to include a percentage adjustment appropriate for each call center. In this example,
adjust-by values are defined as 0 for the first call center, 20 percent for the second call center, and
20 percent for the third call center. The adjustment applies if there is an agent surplus at more than
two call centers.
Note:
If the agent idle time is more than 100 seconds, the idle time is decreased by the assigned
percentage. If the agent idle time is less than 100 seconds, the idle time is decreased by the
adjustment in seconds.
The following table summarizes how the adjustment affects the idle times for each site.
Idle time adjustment calculations
Location
Agent idle time
(secs)
Incoming split 1 at
location 1
40
Adjust by xx
percentage
Calculation
0 (Since the adjust-by
parameter in the
consider step is set
0
Adjusted idle time
(secs)
40
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
58
BSR using EWT and agent adjustments example
Idle time adjustment calculations
Location
Agent idle time
(secs)
Adjust by xx
percentage
Calculation
Adjusted idle time
(secs)
to zero, no adjustment
is made.)
Location 2
50
20
50 - 20
30
Location 3
100
20
100 - 20 (20
percent of 100)
80
The agent idle time at location 2 is less than 100 hence, the adjusted idle time is the difference between the
two numbers. The agent idle time for location 3 is 100 hence, the adjusted idle time is reduced by 20
percent.
Primary vector for BSR using EWT and agent adjustments
example
An incoming call arrives at location 1 and the primary vector processes the call. The vector begins
the BSR process by checking the specified resources. An example primary vector for incoming call
processing at location 1 is shown in the following example.
Primary vector with adjustments
1.
2.
3.
4.
5.
wait-time 0 secs hearing ringback
consider split
1 pri m
adjust-by 0
consider location 2
adjust-by 20
consider location 3
adjust-by 20
queue-to-best
In this example, the consider commands in steps 2, 3, and 4 collect information to compare local
split 1 with location 2 and location 3. In each case, an available agent is found and an agent idle
time returned. The adjust-by in steps 3 and 4 adjusts the value of the agent idle time. Step 5 queues
the call to the best location found.
Status poll vector for BSR using EWT and agent adjustments
example
To collect information from a remote Communication Manager, the consider location 2 adjustby 20 command in the primary vector places a call to the status poll vector on Communication
Manager at location 2. An example of a status poll vector is indicated as follows:
Status poll vector
1. consider split 2
2. consider split 11
3. reply-best
pri m
pri m
adjust-by 0
adjust-by 0
The status poll returns the information to the first Communication Manager. The call does not
connect to the status poll VDN.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
59
Call Vectoring examples
The vector compares splits 2 and 11, identifies the best of the two splits, and sends the information
back to the first Communication Manager with the reply-best command. You can use the adjustby parameter on the remote Communication Manager to adjust the Expected Wait Time (EWT) or
agent idle time returned by either of the splits. When you apply adjustments at the origin and remote
Communication Manager, the two adjustments are added at the originating Communication
Manager.
The consider command is ISDN-neutral and does not return answer supervision. The status poll
call is dropped when the reply-best step executes, but the ISDN DISCONNect message returned
to the first Communication Manager contains information from the best split at location 2. Once the
remote Communication Manager returns the necessary information, the consider series in the
primary vector on the first Communication Manager proceeds with the next vector step.
Interflow vector for BSR using EWT and agent adjustments
example
Based on the values from the table, location 2 is the best site. The queue-to best command in
the primary vector interflows the call to the interflow vector at location 2 as indicated in the following
example.
Interflow vector on remote Communication Manager
1. consider split
2. consider split
3. queue-to best
2
11
pri m
pri m
adjust-by 0
adjust-by 0
The interflow vector checks the status of both splits to get the latest information and queues the call
to the best split. Note that the consider sequences in the interflow vector and the status poll vector
are identical except for the last step.
When the call is interflowed, the call is removed from the queue at the origin Communication
Manager and any audible feedback at the origin Communication Manager is terminated.
Dial by Name
Use the Dial by Name feature to dial a number by entering the person’s name from your touchtone
keypad. You can access this feature by using Call Vectoring and the integrated announcement
circuit pack. This creates an auto-attendant procedure whereby callers can enter a person’s name
instead of the extension number. The system processes characters of the name received, and when
a match is found, the number is dialed automatically.
Note:
You must set the Dial by Name field to y to create a vector for this purpose.
A typical scenario includes the following call processing features:
• When a call comes in to the system (usually to an LDN call), a vector routes the call to an
announcement that says, Hello. You have reached A1 Hotel. Press 0 for an operator, press 1
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
60
Dial by Name
for front desk, press 2 if you know the extension, press 3 if you know the name, press 4 to
choose from a list of extensions, or press 5 to hear the options again.
• If the caller selects 3, the caller is prompted to enter the person’s name.
• As soon as a match is found, the call is placed at the person's extension.
You can assign several vectors that define how to handle calls as users select the different prompts.
The following example shows an auto-attendant procedure that can be used to access the Dial by
Name feature. Step numbers 1-20 contain the basic auto-attendant steps, and steps 21-32 contain
the Dial by Name steps.
Example Dial by Name vector
change vector 2
Number: 2
Basic? y
Prompting? y
01 wait-time
02 collect
03
04 route-to
05 route-to
06 goto
07 goto
08 goto
09 goto
10 route-to
11
_ _ _ _ _ _ _ _
CALL VECTOR
Name: Dial by Name
Attendant Vectoring? y
Lock? n
EAS? n
G3V4 Enhanced? n
ANI/II-Digits? n
LAI? n
G3V4 Adv Route? n
CINFO? n BSR? n
2
1
change vector 2
23
24
25
26
27
28
29
30
31
32
goto
collect
route-to
goto
collect
route-to
goto
collect
goto
route-to
May 2016
1 of
3
ASAI Routing? n
Holidays? y
secs hearing ringback
digits after announcement 381
number
number
step
step
step
step
number
0
105
12
21
19
16
0
if
if
if
if
digits
digits
digits
digits
with cov n if digit
with cov n if digit
=
2
=
3
=
4
=
5
with cov n if unconditionally
=
=
0
1
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
change vector 2
12 collect
13 route-to
14 route-to
15
16 goto
17
18
19 collect
20 goto
21 collect
22 route-to
_ _ _ _ _ _ _ _
Page
CALL VECTOR
Page 2 of 3
3 digits after announcement 382
digits with coverage y
number 0
with cov n if unconditionally
step
2
if unconditionally
3 digits after announcement 383
step
13 if unconditionally
4 digits after announcement 661
name1 with coverage y
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
CALL VECTOR
Page 3 of 3
step 30 if nomatch
11 digits after announcement 662
name2 with coverage y
step 30 if nomatch
2 digits after announcement 663
name3 with coverage y
step 30 if nomatch
1 digits after announcement 660
step 21 if digits = 1
number 0
with cov n if unconditionally
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
61
Call Vectoring examples
This example includes the following call processing features and functionalities:
1. When someone calls the system, the caller receives a ringback for 2 seconds.
2. Announcement 381 plays. This announcement asks the caller to do one of the following:
• Press 0 for an operator. If the caller presses 0 or waits for the time-out, the call is routed to
the operator.
• Press 1 for front desk. If the caller presses 1, the call is routed to extension 105, which is
the front desk.
• Press 2 if the caller knows the extension. If the caller presses 2, the call is routed to
announcement 382, which prompts the caller to dial the extension.
• Press 3 if the caller knows the person’s name. If the caller presses 3, the following subprocedure occurs:
a. Announcement 661 plays prompting that the caller enter the first four characters of
the person’s last name.
- If there is a match, the call is redirected.
- If there are multiple matches, continue with ii.
- If there is no match, go to iiii.
b. Announcement 662 plays prompting the caller to enter the rest of the person’s last
name, followed by the # key.
- If there is a match, the call is redirected.
- If there are multiple matches, continue with iii.
- If there is no match, go to iv.
c. Announcement 663 plays prompting the caller to enter the first two characters of the
person’s first name.
- If there is a match, the call is redirected.
- If there is no match, continue with iv.
d. Since there are still no matches, announcement 660 plays prompting the caller to
press 1 to try again, or press 0 to speak to an operator.
• Press 4 if the caller knows the department (such as housekeeping) that the caller wishes
to access. If the caller presses 4, the call is routed to announcement 383, which gives the
caller a list of several departments that the caller can dial directly.
• Press 5 to start again. If the caller presses 5, the caller hears announcement 381 that
repeats all of the options.
• If the caller dials anything else, the call is routed to the operator.
Use of vectors in business scenarios
This section presents several typical business scenarios that involve telephone use. More than one
vector is used in the examples to illustrate how to handle each scenario. The vectors presented here
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
62
Use of vectors in business scenarios
are suggested solutions. Individual call centers use their own unique requirements and budget in
selecting and writing vectors.
Emergency and routine service
For emergency calls, write a vector that plays the following announcement: We are aware of the
power outage in the northeastern part of the city. The crew has been dispatched. If you are calling
for another reason, please wait for an operator.
For non emergency calls, write a vector to offer prompts to callers to speak with an agent.
Emergency and routine service suggested solution 1
Call Vectoring
1. wait-time 0 seconds hearing ringback
2. announcement 4100 [We are aware of the power outage in the northeastern part of the
city. Crews have been dispatched.
If you are calling for other reasons, please hold for an operator.]
3. wait-time 2 seconds hearing ringback
4. goto step 10 if calls-queued in split 1 pri l > 20
5. queue-to split 1 pri l
6. wait-time 6 seconds hearing music
7. announcement 4200 [We are sorry. All our operators are busy at the moment. Please
hold.]
8. wait-time 10 seconds hearing music
9. goto step 7 if unconditionally
10. disconnect after announcement 4200 [We are sorry. All our operators are busy at the
moment. Please call back later.]
In step 2 of the example vector, the announcement command plays an emergency information and
prompts the caller to hold if the caller wants to speak with an operator on another matter. If the caller
holds, the caller hears several seconds of a ringback provided by the wait-time command in step
3. Thereafter, the goto step command in step 4 checks if there are more than 20 calls queued in
split 1. If so, a branch is made to step 10, where the disconnect after announcement
command informs the caller that the call cannot be serviced at this time and then drops the call.
On the other hand, if 20 or fewer calls are queued to split 1, the call is queued to the split by the
queue-to split command in step 5. Thereafter, unless the call is answered, feedback in the
form of music is provided by step 6 and an announcement urging the caller to hold is provided by
step 7. After another wait with music period is provided in step 8. The goto step command in step
9 branches back to the aforementioned please hold announcement in step 7. The resulting
announcement-wait loop (steps 7 through 9) is then repeated until either an agent answers the call
or the caller hangs up.
Emergency and routine service suggested solution 2
Call Vectoring and Call Prompting
VDN (extension=1030
name=Hub
vector=30)
Vector 30:
1. wait-time 0 seconds hearing ringback
2. collect 1 digits after announcement 3000 [“We are aware of the power outage in
the northeastern part of the city.
Crews have been dispatched. If you are calling for other reasons, please press
1.”]
3. route-to number 1031 with cov y if digit = 1
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
63
Call Vectoring examples
4. announcement 3100 [“Invalid Entry. Please try again.”]
5. goto step 2 if unconditionally
VDN (extension=1031
name=Service
vector=31)
Vector 31:
1. announcement 4000 [“Please hold. We will try to connect you to an operator.”]
2. wait-time 2 seconds hearing ringback
3. goto step 9 if calls-queued in split 1 pri l > 20
4. queue-to split 1 pri l
5. wait-time 6 seconds hearing music
6. announcement 4200 [“We are sorry. All our operators are busy at the moment.
Please hold.”]
7. wait-time 10 seconds hearing music
8. goto step 6 if unconditionally
9. disconnect after announcement 4200 [“We are sorry. All our operators are busy at
the moment. Please call back later.”]
Suggested solution 2 involves both Call Vectoring and Call Prompting. The solution also involves
two vectors instead of just one vector. The announcement portion of the collect digits after
announcement command in step 2 of vector 30 plays an emergency information, then prompts the
caller to press 1 if calling for some other reason.
If the caller holds the line but enters the incorrect touch-tone digit, the route-to number
command in step 3 attempts to route the call to VDN extension 1031 according to the entered digit.
However, because a number other than 1 is entered, the call is not routed to the VDN extension.
Instead, control is passed to step 4, where the announcement command informs the caller of the
input error and prompts the caller to try again. Thereafter, the goto step command in step 5
unconditionally sends control back to step 2, where the collect digits command ultimately
collects the digit that was entered by the caller. The digit-input loop, steps 2 through 5, continues for
as long as the caller enters an incorrect digit.
If the caller correctly enters digit 1 as requested by the collect digits command in step 2, the
route-to number command in step 3 sends control to the vector whose VDN extension is 1031,
vector 31.
Late call treatment suggested solution
Call centers are staffed by union agents who work under a contract stipulating agents to be free at
5:00 p.m. However, some callers might call just before the closing time. Write a vector to inform
such callers about the office hours.
Late call treatment
1. goto step 15 if time-of-day is all 1700 to all 0800
2. goto step 15 if time-of-day is fri 1700 to mon 0800
3. goto step 16 if calls-queued in split 1 pri l > 20
4. queue-to split 1 pri l
5. goto step 10 if time-of-day is all 1645 to all 1700
6. wait-time 20 seconds hearing ringback
7. announcement 100 [We’re sorry, all of our agents are busy. Please hold.]
8. wait-time 998 seconds hearing music
9. stop
10. announcement 200 [Please call back between 8:00 A.M. and 5:00 P.M., Monday through
Friday.]
11. wait-time 30 seconds hearing music
12. goto step 14 if time-of-day all 1700 to all 1710
13. goto step 11 if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
64
Use of vectors in business scenarios
14. disconnect after announcement 300 [We are sorry, our office is now closed. Please
call back between 8:00 A.M. and 5:00 P.M.,
Monday through Friday.]
15. disconnect after announcement 400 [We are sorry, our office is closed. Please call
back between 8:00 A.M. and 5:00 P.M.,
Monday through Friday.]
16. disconnect after announcement 500 [We are sorry, we cannot service your call at this
time. Please call back between
8:00 A.M. and 5:00 P.M., Monday through Friday.]
In the example vector, specific treatment is provided for calls that come into Communication
Manager after working hours, during the weekend, or as the working day comes to a close.
The goto step command in step 1 checks if the call is placed during nonworking hours, during the
week. If the call is received at this time, a branch is made to step 15, where the disconnect
after announcement command first informs the caller that the office is closed and then drops the
call. If the call is not received at the time specified in Step 1, control is passed to step 2, where
another goto step command checks if the call is received during weekend hours. If the call is
received during weekend hours, a branch is made to step 15. If the call is not being placed at this
time, control is passed to step 3.
The goto step command in step 3 checks for the number of calls in split 1. If more than 20 calls
are queued to split 1, control is passed to step 16, where the disconnect after
announcement command first informs the caller that the call cannot be serviced at this time and
then disconnects the call. If 20 or fewer calls are queued to split 1, control is passed to step 4,
where the queue-to split command queues the call to split 1.
Control is then passed to step 5, where the goto step command checks if the current time is
between 4:45 p.m. and 5:00 p.m. inclusive (very close to, if not, closing time). If the current time
does not fall within this clock range, the wait-time command in step 6 provides the caller with 20
seconds of ringback. Thereafter, the announcement command in step 7 plays an appropriate hold
message, and the wait command in step 8 provides the caller with 998 seconds of music. Finally,
the stop command in step 9 halts vector processing, and the call remains in queue until either the
agent answers the call or the caller hangs up.
If the current time is 4:45 p.m. to 5:00 p.m. Step 5 executes a branch to step 10, where an
appropriate late caller announcement plays. Thereafter, the wait-time command in step 11
provides the caller with 30 seconds of music. Control is then passed to step 12, where the goto
step command checks if the time is currently any time between 5:00 p.m. and 5:10 p.m., inclusive.
If so, control is passed to step 14, where the disconnect after announcement command first
informs the caller that the office is now closed and then invites the caller to call back at the
appropriate time before finally disconnecting the call.
If the time is currently not between 5:00 p.m. and 5:10 p.m. (inclusive), control is passed to step 13,
where the goto step command branches back to the wait-time command in step 11. The
resulting loop consisting of steps 11 through 13 is repeated for as long as the time is between 5:00
p.m. and 5:10 p.m. (inclusive), or until the caller hangs up. Once step 12 is executed a second after
5:10 P.M., control is passed to step 14 as described previously.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
65
Call Vectoring examples
Messaging option
Procedure
1. Write a vector that does the following if the oldest call waiting is in queue for longer than 75
seconds:
• Sends the call to the messaging system.
• Plays the following a messaging announcement: All our MegaSports agents are
busy. Please leave your name and phone number.
2. Plays 30 seconds of ringback for the caller.
3. After ringback, plays an announcement for the caller followed by music.
Result
Suggested solution
Messaging option
1. goto step 8 if oldest-call-wait in split 50 pri l > 74
2. goto step 8 if calls-queued in split 50 pri l > 20
3. queue-to split 50 pri l
4. wait-time 30 seconds hearing ringback
5. announcement 1000 [“All of our MegaSports agents are busy. Please wait.”]
6. wait-time 998 seconds hearing music
7. stop
8. announcement 2000 [“We are sorry, all our MegaSports agents are busy. Please leave a
message after the tone.
Otherwise, please call back between 8:00 A.M. and 5:00 P.M, Monday through Friday.
Thank you.”]
9. messaging split 20 for extension 4000
10. disconnect after announcement 2050 [“We are sorry, we are unable to take your message
at this time. Please call
back between 8:00 A.M. and 5:00 P.M., Monday through Friday. Thank you.”]
The goto step command in step 1 of the example checks if the oldest call waiting in split 50 has
been waiting for longer than 75 seconds. If so, control is passed to step 8, where the
announcement command first informs the caller that all agents are busy and then requests the
caller to either call back during working hours or leave a message for the agent. If the caller chooses
to leave a message, the messaging split command in step 9 is executed. Upon execution of the
messaging split command, an attempt is made to connect the caller to AUDIX so the caller can
leave a recorded message. If the split queue is full, or if the AUDIX link is out of service, termination
to AUDIX is unsuccessful, and vector processing continues at the next vector step. This step, as is
the case here, usually contains an announcement which is played to inform the caller that all agents
are busy. If the caller is successfully connected to AUDIX, vector processing terminates and a
message can be left for the specified mailbox. 4000, in this case.
In step 1, if the oldest call waiting in split 50 has been waiting for fewer than 75 seconds, control is
passed to step 2, where another goto step command checks the number of calls in split 50. If
more than 20 calls are queued to split 50, control is passed to step 8. Thereafter, the procedure for
the messaging option that is provided in the previous paragraph is implemented. If there are 20 or
fewer calls waiting in split 50, control is passed to step 3, where the queue-to split command
queues the call to the split.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
66
Chapter 4: How to improve performance
Improved performance depends on the following basic principles:
• Minimize the number of vector steps to process a call.
• Do not use vector steps which have a substantial probability of failure such as the following:
- Calls made outside of business hours.
- Queue to groups with less than desirable resources or characteristics.
Inefficient looping wastes processing resources. For example, performance can be compromised
when a vector loops through steps too often. This is especially true with long queue times.
The following are some looping examples with suggestions on how to maximize performance:
• Audible Feedback
• Look-Ahead Interflow
• Check
Examples other than looping are as follows:
• After Business Hours
• Look-Ahead Interflow
All looping examples in this section use only loops within a single vector. You must be aware of
looping to other vectors through the use of vector chaining. The same principles can be extrapolated
from the looping examples. Creating a flow diagram is often helpful for identifying looping errors.
In addition to the example vectors, tables rating the relative performance costs of specific vector
commands are also included.
Note:
Test vectors for performance in addition to call flow.
Related links
After business hours example on page 72
Look-Ahead Interflow example on page 72
After business hours example on page 72
Look-Ahead Interflow example on page 72
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
67
How to improve performance
Looping examples
Audible feedback examples
Note:
Evaluate the length of the wait period between repetitions of an announcement and increase the
length. For optimum performance, add a second announcement after the initial announcement
and repeat the second announcement less often.
In the following example, an announcement indicates all representatives as busy. Hold the
announcement every 10 seconds as long as the call is in queue.
Example: 10-second announcement interval
1.
2.
3.
4.
5.
queue-to split 1
announcement 2770 [“All representatives are busy. Please hold.”]
wait-time 10 seconds hearing music
goto step 2 if unconditionally
stop
The following example repeats the announcement every 60 seconds, improving performance.
Example: 60-second announcement interval
1.
2.
3.
4.
5.
queue-to split 1
announcement 2770
[“All representatives are busy. Please hold.”]
wait-time 60 seconds hearing music
goto step 2 if unconditionally
stop
In the following example, a second announcement indicates all representatives as still being busy.
Hold, in addition to the initial announcement, and repeat the second announcement less often, say
after every 120 seconds, improving performance.
Example: Follow-up announcement
1.
2.
3.
4.
5.
6.
queue-to split 1
announcement 2770
[“All representatives are busy. Please hold.”]
wait-time 120 seconds hearing music
announcement 2771
[“All representatives are still busy. Please continue to hold.”]
goto step 3 if unconditionally
stop
The following table compares the relative processing cost of the three examples by looking at the
approximate number of vector steps executed when processing the call. Let us say the first
announcement is 3 seconds long and the second announcement is 4 seconds long. The
approximate number of vector steps executed for an audible feedback is indicated in the following
table.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
68
Looping examples
Initial conditions
Example
Example
Example
10 seconds
announcement
interval
60 seconds
announcement
interval
follow-up
announcement
An agent is available in split 1
1
1
1
Queuing time of 5 minutes
70
15
9
When a call is queued for 5 minutes, the number of vector steps drops dramatically when the time
between announcements is increased and drops even more when a second announcement is
added and the time between announcements is increased again. When an agent in split 1 is
immediately available to answer the call, there is no difference in the number of vector steps for the
three examples.
Related links
How to improve performance on page 67
How to improve performance on page 67
Look-Ahead Interflow examples
Use the interflow-qpos conditional to achieve first in, first out (FIFO) or near-FIFO call processing. If
you do not have the interflow-qpos conditional, add a wait period between successive LAI attempts
and extend the waiting period.
The following example continuously attempts an LAI as long as the call is in queue or until a lookahead attempt succeeds.
Example: continuous look ahead - no delay
1.
2.
3.
4.
5.
queue-to split 1 pri l
announcement 3000
wait-time 20 seconds hearing music
route-to number 93035555555 cov n if unconditionally
goto step 4 if unconditionally
The following example adds a delay so that the LAI attempt occurs every 10 seconds.
Example: look ahead with a 10–second delay
1.
2.
3.
4.
5.
6.
queue-to split 1 pri l
announcement 3000
wait-time 20 seconds hearing music
route-to number 93035555555 cov n if unconditionally
wait-time 10 seconds hearing music
goto step 4 if unconditionally
The following example increases performance by increasing the delay between the LAI attempts to
30 seconds.
Example: look ahead with a 30–second delay
1.
2.
3.
4.
queue-to split 1 pri l
announcement 3000
wait-time 20 seconds hearing music
route-to number 93035555555 cov n if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
69
How to improve performance
5. wait-time 30 seconds hearing music
6. goto step 4 if unconditionally
The following table compares the relative processing cost of the three examples by looking at the
approximate number of vector steps executed when processing the call with an announcement that
is 5 seconds long.
Table 1: Approximate number of vector steps executed for look-ahead interflow examples
Initial conditions
Example
Example
Example
look ahead with no
delay
look ahead with a
10–second delay
look ahead with a
30–second delay
An agent is available in split 1
Queuing time of 5 minutes
1
1
1
up to 1,000
85
30
Related links
How to improve performance on page 67
How to improve performance on page 67
Check examples
When using the check command to queue a call to backup splits, ensure that an adequate time has
elapsed before checking the backup splits again.
Note:
With EWT, the programming style used in this example is not optimal. The best approach is to
use EWT to locate an appropriate split for the call and queue the call.
Continuous check
The following example checks the backup splits continuously as long as the call is in queue.
1.
2.
3.
4.
5.
6.
7.
8.
9.
queue-to split 1 pri h
announcement 3000
wait-time 10 seconds hearing music
check split 21 pri m if available-agents
check split 22 pri m if available-agents
check split 23 pri m if available-agents
check split 24 pri m if available-agents
check split 25 pri m if available-agents
goto step 4 if unconditionally
>
>
>
>
>
0
0
0
0
0
Check with 10 second delay
The following example adds a delay of 10 seconds to ensure that some time has elapsed before
checking the backup splits again.
1.
2.
3.
4.
5.
6.
7.
queue-to split 1 pri
announcement 3000
wait-time 30 seconds
check split 21 pri m
check split 22 pri m
check split 23 pri m
check split 24 pri m
May 2016
h
hearing music
if available-agents
if available-agents
if available-agents
if available-agents
>
>
>
>
0
0
0
0
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
70
Looping examples
8. check split 25 pri m if available-agents > 0
9. wait-time 10 seconds hearing music
10. goto step 4 if unconditionally
Agent availability status cannot change every 10 seconds.
Check with 30 second delay
The following example adds a delay of 30 seconds to ensure that some time has elapsed before
checking the backup splits again.
1. queue-to split 1 pri h
2. announcement 3000
3. wait-time 30 seconds hearing music
4. check split 21 pri m if available-agents
5. check split 22 pri m if available-agents
6. check split 23 pri m if available-agents
7. check split 24 pri m if available-agents
8. check split 25 pri m if available-agents
9. wait-time 30 seconds hearing music
10. goto step 4 if unconditionally
>
>
>
>
>
0
0
0
0
0
The following table compares the relative processing cost of the three examples by looking at the
approximate number of vector steps executed while processing the call. Assumption is that the
announcement is 5 seconds long.
Table 2: Approximate number of vector steps executed for check examples
Initial conditions
An agent is available in
split 1
Queuing time of 5
minutes
Example
Example
Example
continuous check
check with 10-second
delay
check with 30-second
delay
1
1
1
up to 1,000
190
65
If a call is queued for 5 minutes, the number of vector steps drop dramatically under the following
two conditions:
• when a delay is added before checking the backup splits again
• when the length of the delay is increased again
When an agent in split 1 is immediately available to answer the call, there is no difference in the
number of vector steps for the three examples.
Related links
How to improve performance on page 67
How to improve performance on page 67
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
71
How to improve performance
After business hours example
Recommendation: Test to see if the destination resources are available (such as during business
hours) before queuing.
The following example queues calls to a hunt group regardless of the time of the call. When calls
reach an office after business hours, the announcement is repeated until the caller hangs up.
Unconditional queuing to hunt group
1.
2.
3.
4.
5.
queue-to split 1
announcement 5000 (“All agents are busy. Please hold.”)
wait-time 120 seconds hearing music
announcement 5001
(“All agents are still busy. Please continue to hold.”)
goto step 3 if unconditionally
The next example tests for business hours before queuing the call. If the call reaches the office after
business hours, an announcement informs the caller of the business hours and the call is
terminated.
Queue to hunt group with time-of-day conditional
1. goto step 7 if time-of-day is all 17:00 to all 8:00
2. queue-to split 1
3. announcement 5000 (“All agents are busy. Please hold.”)
4. wait-time 120 seconds hearing music
5. announcement 5001 (“All agents are still busy. Please continue to hold.”)
6. goto step 4 if unconditionally
7. disconnect after announcement 5001 (“Business hours are 8:00 AM to 5:00 PM, Please
call back then.”)
In the first example, unnecessary processing occurs when a call queues after business hours and
the call is terminated only when the caller hangs up. As indicated in the second example, it is more
economical to test for business hours before queuing a call.
Related links
How to improve performance on page 67
How to improve performance on page 67
Look-Ahead Interflow example
Note:
When using LAI, check if the receiving office is open for business.
Scenario: The sending Communication Manager is in Los Angeles with office hours from 8:00 AM to
5:00 PM PST and the receiving Communication Manager is in New York with office hours from 8:00
AM to 5:00 PM EST (05:00-14:00 PST). There is a three hour difference between the two locations.
The following example routes calls to the New York Communication Manager.
Unconditional LAI
1. queue-to split 1
2. route-to number 99145555555 cov n if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
72
Look-Ahead Interflow example
3.
4.
5.
6.
announcement 2770
(All agents are busy. Please hold.)
wait-time 120 seconds hearing music
goto step 3 if unconditionally
stop
The next example tests first to see if the New York Communication Manager is open before
requesting a queue to the New York Communication Manager, preventing unnecessary processing.
LAI with Time-of-Day (TOD) condition
1.
2.
3.
4.
5.
6.
7.
queue-to split 1
goto step 4 if time-of-day is all 14:00 to all 05:00
route-to number 99145555555 cov n if unconditionally
announcement 2770
(All agents are busy. Please hold.)
wait-time 120 seconds hearing music
goto step 4 if unconditionally
stop
Refer to the next example if you enabled Advanced Routing. In this case, the Expected Wait Time
feature can be used to determine if placing an LAI call attempt is useful.
LAI with Expected Wait Time (EWT) and TOD conditions
1.
2.
3.
4.
5.
6.
7.
8.
queue-to split 1
goto step 5 if expected-wait for call < 30
goto step 5 if time-of-day is all 14:00 to all 05:00
route-to number 99145555555 cov n if unconditionally
announcement 2770
(All agents are busy. Please hold.)
wait-time 120 seconds hearing music
goto step 5 if unconditionally
stop
In the examples, note that there is no reason to attempt an interflow if the call is answered quickly at
the main Communication Manager.
Related links
How to improve performance on page 67
How to improve performance on page 67
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
73
Chapter 5: Basic Call Vectoring
Basic Call Vectoring command set
The following table summarizes the commands used for Basic Call Vectoring.
Description
Command
Treatment steps
Play an announcement
announcement
Delay with audible feedback of silence, ringback, system music, or
alternate audio or music source
wait-time
Play a busy tone and stop vector processing
busy
Disconnect the call
disconnect
Execute a Voice Response Unit (VRU) script
converse-on split
Routing steps
Queue the call to an ACD split
queue-to split
Queue the call to a backup ACD split
check split
Leave a message
messaging split
Route the call to a number that is programmed in the vector or to a
Service Observing Feature Access Code
route-to number
Send a message to an adjunct that requests routing instructions for the
call
adjunct routing link
Branching or programming steps
Go to a vector step
goto step
Go to another vector
goto vector
Return vector processing to the step following the goto command after a
subroutine call has processed
return
Perform arithmetic or string operation and assign resulting values to vector set
variables or to the digits buffer
Stop vector processing
May 2016
stop
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
74
Basic Call Vectoring considerations
Treatment commands
Call treatment is a type of feedback that the caller receives if the caller is not immediately connected
to an agent. Basic Call Vectoring includes the following call treatment commands:
• announcement
• wait-time
• busy
• disconnect
• converse-on split
Routing commands
Basic Call Vectoring includes the following routing commands:
• queue-to-split and check split
• messaging split/skill
• route-to number
Branching or programming commands
Basic Call Vectoring provides programming methods used within a vector either to create branching
patterns in call processing flows or to stop vector processing. Basic Call Vectoring includes the
following branching or programming commands:
• goto step and goto vector
• return
• set
• stop
Basic Call Vectoring considerations
• Include each vector function in a separate vector and link each function with more than one
goto vector command.
• Design vector commands for maximum delay of answer supervision to keep the service costs
low.
• Always provide callers with an initial feedback such as ringback.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
75
Basic Call Vectoring
• Pay attention to direct agent calls as these calls affect call queuing. BCMS and CMS reports do
not count the queue slots occupied by direct agent calls. These calls are not counted in the
total queued calls within a split and the calls-queued test condition has no effect on direct
agent calls.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
• Use the duplicate vdn command to create duplicate VDNs from existing VDNs.
• Use the duplicate vector command to create duplicate vectors from existing vectors.
Related links
About duplicate VDNs on page 157
About duplicate vectors on page 158
Call Vectoring feature availability
Vectoring
enhancement
Description
Vectoring (G3V4
Enhanced)
Provides the following capabilities:
• The ability to specify a priority level with the oldest-call-wait conditional on the
check and goto commands.
• The use of enhanced comparators, such as <>, >=, and <=, with the goto and
route-to commands, none as an entry for digits checking, and active or latest
Vector Directory Number (VDN) thresholds for indirect VDN references.
• The use of the interflow-qpos conditional with the goto and route-to
commands to achieve First In First Out (FIFO) or FIFO-like call processing.
• The use of wild cards in digit strings to match collected digits and Automatic
Number Identification (ANI) or Information Indicator Digits (II-Digits).
• The use of Vector Routing Tables to match collected digits and ANI or II-Digits.
• The use of multiple audio or music sources for use with the wait-time
command.
Vectoring (G3V4
Advanced Routing)
Provides the following capabilities:
• Rolling Average Speed of Answer (ASA) routing
• Expected Wait Time (EWT) routing
• VDN calls routing
The field option in the Vectoring (G3V4 Enhanced) field on the SystemParameter Customer-Options screen must be y.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
76
Call Vectoring feature availability
Vectoring
enhancement
Description
Vectoring (ANI/II-Digits
Routing)
Provides the following additional capabilities.
• ANI routing
• II-Digits routing
The field option in the Vectoring (G3V4 Enhanced) field on the SystemParameter Customer-Options screen must be y.
For more information, see Programming Call Vectoring Features in Avaya Aura®
Call Center Elite.
Vectoring (CINFO)
Provides the ability to collect Caller Entered Digits (CED) and Customer Database
Provided Digits (CDPD) for a call from the network.
The field option in the Call Prompting field on the System-Parameter CustomerOptions screen must be y.
Vectoring (Best
Service Routing)
Automatically compares splits or skills in Automatic Call Distribution (ACD)
environments to find the split or skill that can provide the best service to each
caller. You can operate Best Service Routing (BSR) at a singlesite or use BSR
with Look-Ahead Interflow (LAI) to integrate a network of geographically distributed
locations into a virtual call center.
Vectoring (Best
Service Routing)
without LAI enabled
(singlesite BSR)
Provides the following capabilities:
• The use of the consider split/skill command.
• The use of the best keyword with queue-to, check, and goto commands.
• The wait-improved conditional for check and goto commands. For a call that
has already been queued, you can use the wait-improved conditional to make
any subsequent queuing conditional on the improvement in Expected Wait Time
(EWT) and not the EWT of the call in the current queue.
Vectoring (Best
Service Routing) with
LAI enabled (multisite
BSR)
Provides the following capabilities:
• The use of the consider split/skill and consider location
commands.
• The use of the reply-best command to return data to the sending switch in
response to a status poll.
• The use of the best keyword with queue-to, check, and goto commands.
• The wait-improved conditional for check and goto commands. For a call that
has already been queued, you can use the wait-improved conditional to make
any subsequent queuing conditional on the improvement in EWT and not the
EWT of the call in the current queue.
Enhanced Information Forwarding sends existing and new call information, such
as Universal Call ID and BSR.
With Timed After Call Work (TACW), you can assign a timed ACW interval to a
VDN.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
77
Basic Call Vectoring
Vectoring
enhancement
Description
Vectoring (Holidays)
Simplifies vector writing for holidays. With Holiday Vectoring, you can administer
999 different Holiday Tables to make vectoring decisions. Each table can contain
up to 15 dates or date ranges.
Vectoring (Variables)
Creates variables that you can use in vector commands to:
• Improve the general efficiency of vector administration.
• Provide increased application control over call treatments.
• Create more flexible vectors to better serve the call center operations.
The vector variables are defined in a central variable administration table. You can
change the values assigned to some types of variables using special vectors,
VDNs or Feature Access Codes (FACs).
Different types of variables match different types of call processing needs.
Depending on the variable type, variables can use either call-specific data or fixed
values that are identical for all calls. In either case, you can reuse an administered
variable in many vectors.
Vectoring (3.0
Enhanced)
Provides the following capabilities:
• An increase in the number of Auxiliary (AUX) work time reason codes from the
limit of 10 codes (0-9) to 100 codes (0-99).
• The ability to administer the following ACD options for individual agents:
- MIA Across Skills
- ACW Agent Considered Idle
- Aux Work Reason Code Type
- Logout Reason Code Type
• Forced Agent Logout from After Call Work (ACW): Automatically logs out an EAS
agent who spends too much time in the ACW mode. Enhanced vectoring
specifies the timeout period on a system and an agent basis. Enhanced
vectoring reports the timeout with a customer-assignable reason code set on a
system basis.
• Location Preference Distribution: Attempts to route incoming ACD calls to agents
located at the same location as the incoming trunk on which the call originated. If
there is a choice, calls are routed to agents at a different location only if a locallyrouted call cannot meet the administered objectives for speed of answer or
service level.
• Locally-sourced Music and Announcements: Call centers can use any or all the
VAL or vVAL sources in the gateways as sources for the same announcement.
This feature can improve the quality of the audio, reduce resource usage, and
provide backup for announcements because a working announcement source
with the same announcement file can be selected from the sources. For more
information, see Administering Avaya Aura® Call Center Elite.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
78
Call Vectoring feature availability
Vectoring
enhancement
Description
• Vector Subroutines: For common vector programs. Different vectors use
subroutines without duplicating the same sequence in each vector. Subroutines
significantly decrease the number of steps and vectors.
• VDN Variables: A single vector can support multiple VDNs.
• Return command: Returns vector processing to the step following the goto
vector command after a subroutine is processed.
• Set command: To perform numeric and digit string operations and to assign
values to a user-assignable vector variable or to the digits buffer during vector
processing.
• The addition of the following variable types:
- ani
- stepcnt
- vdntime
• The addition of three registered and unregistered vector conditionals with the
goto step or goto vector commands that are used to set up alternate
routing of calls. The three conditionals test the type of server that is processing
the vector. The conditionals also test the registration status of media gateways
and port networks connected with the server. The three conditionals are as
follows:
- Media-gateway: Monitors the H.248 Media Gateway registration status.
- Port-network: Monitors the port network gateway registration status.
- Server: Monitors the type of server currently processing the vector step for the
call.
• VDN Time-Zone Offset: Designed for call centers with locations in different time
zones. You can program a single vector that handles each time zone based on
the active VDN for the call.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
79
Chapter 6: Variables in Vectors
Use Variables in Vector (VIV) to achieve the following objectives:
• Improve the efficiency of vector administration
• Provide increased manager and application control over call treatment
• Create vectors to meet the needs of the callers and the call center operations
You can define vector variables in a central variable administration table and change the assigned
values by means of special vectors, VDNs or Feature Access Codes (FACs).
Based on the variable type, variables can use either call-specific data or fixed values that are
identical for all calls. In either case, you can reuse an administered variable in many vectors.
Related links
Variable parameters on page 80
Implementing vector variables on page 81
VIV requirements on page 89
VIV interactions and considerations on page 103
VIV job aid on page 106
Variable parameters
VIV enhances Call Vectoring by including letters from A to Z and AA to ZZ in many vector
commands as conditionals and thresholds.
When you define vector variables in the centralized administration table, ensure that you assign an
alphabetical designation to each variable. The designation can range from A to Z or from AA to ZZ .
You can define up to 702 variables. Each variable can have only one definition. Once defined, the
variables have the same type and assignment characteristics for every vector in which the variables
are used. Depending on the variable type, specify some or all of the following parameters when you
create a new vector variable.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
80
Implementing vector variables
Parameter
Description
Variable type
VIV provides a number of different variable types that you can use for different
purposes. The kind of information associated with a variable can be call related, such
as active vdn for the call, asai user information, or the time of day when a call arrives.
You can use other types of variables to assign values and then use the as signals for
high-level control over call processing operations. For example, you can use a singledigit value variable to test for operational states specific to your call center operations.
Scope
The scope of a variable indicates how variable values are assigned and used in
vectors in which the variable appears. Variable scope can be local, local persistent for
collect variable only, or global. Local variables use data associated with a call and the
value assigned to the variable apply only within the original vector processing for the
call. The value is cleared after the call leaves vector processing. Local persistent
variables use data associated with a call and apply the data to more than one vector
that processes the call. The last assigned value is retained throughout the life of the
call. Global variables are system-wide and apply to all vectors in which the variables
are used.
Length
Some variables require that you specify a string length that is applied when a value is
assigned to the variable. In most cases, the string length actually represents a
maximum bound, since most variables can use a value that has a shorter string length
than that which is specified.
Start Position
If you create a variable that requires a string length, you must also specify a start
position. The start position indicates the beginning position of the digit string to be
assigned to the variable. The start position and the string length allow assigning only a
portion of the data available to the variable.
Assignment
If you use a variable that has a user-defined value, provide the value in the
Assignment field of the variables administration table.
Variable Access
Code (VAC)
When you define a value variable, you can also set up an associated FAC. You can
then dial the FAC to reset the variable assignment.
Related links
Variables in Vectors on page 80
Implementing vector variables
Procedure
1. Define the variable application. Determine how to use the new variable and identify the
defining characteristics of the new variable.
Use the information to identify a variable type that meets the call center needs. For an
overview of variable types and purposes, see “Variables in Vectors job aid”.
2. From the system administration terminal, enter the change variables command to bring
up the Variable for Vectors administration table.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
81
Variables in Vectors
3. In the Variable for Vectors administration table, select an unused variable name between A Z or AA - ZZ. The variable name is used to represent the variable in vector steps. In the table
row for the variable that you have selected, enter the following information in the specified
fields:
a. Description - Enter a short description.
b. Type- Select the variable type.
c. Scope - Local, local persistent for collect variable only, or global.
d. Length - Enter length of the digit string.
e. Start - Enter digit start position, first position is 1.
f. Assignment- Enter an initial value.
g. VAC - Optional for value variables only.
Note:
Based on the variable type you select, some fields can be predefined or not applicable.
4. Perform the following steps to administer a value variable type in the VAC field and to use a
dial procedure within the local Communication Manager to change the variable assignment
using an FAC:
a. From the system administration terminal, enter the change feature-access-codes
command. Go to page 7 of the Feature Access Code screen.
b. Select an unused FAC and note the associated Vector Variable Code (VVx). Possible
VVx values range from VV1 to VV9.
c. In the Code field, enter the digits to be dialed when you access the FAC.
d. Go back to the Variables for Vectors administration table and enter the VVx number in
the VAC column for the value variable that you are administering.
5. Program more than one vector with the selected variable using goto steps and other vector
commands such as route-to number.
You must conform to the vector syntax rules specified in command syntax for vector
variables.
6. You can change the variable assignments.
Some variables such as the ani and tod variable types, do not require value reassignments
after the variables are implemented in vectors, since values for the variable are always
provided by individual callers or Communication Manager. However, with other variable
types, you can change the variable assignment even as calls are being processed. For
example, if you use a collect variable in a vector step, the variable value changes when an
announcement prompts a caller to enter new digits or when you use a set command.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
82
Command syntax for vector variables
Note:
When collect variables are provided specifically for supervisor or manager use, the
collect variable has a global scope and the variable is applied in a special vector
intended for the supervisor or manager.
Related links
Variables in Vectors on page 80
Command syntax for vector variables
Announcement command
You can enter a vector variable between A-Z or AA-ZZ as an announcement extension in all
commands that use an announcement in the extension field.
The following syntax rules apply when you use vector variables with the announcement command:
announcement [A-Z, AA-ZZ]
collect [1-16] digits after announcement [A-Z, AA-ZZ] for [A-Z, AA-ZZ]
disconnect after announcement [A-Z, AA-ZZ]wait-time
[0-999] sec hearing [A-Z, AA-ZZ] then
[music, ringback, silence, continue]
Requirements and considerations
The requirements for using variables in place of specific entries in vector commands are follows:
• You can use a VDN or a vector variable, but not both.
• When the command is executed, the assignment entry for that variable is based on the type
assignment administered in the Variables for Vectors table or VDN screen for the active VDN
for the call.
• The number that the variable expands to during vector processing must be a valid entry for the
command parameter.
• The number that the variable obtains during processing must be a valid announcement
extension assigned on the Audio/Announcement screen.
Related links
Variables in Vectors on page 80
Collect command
The following syntax rules apply when vector variables are used with the collect command.
collect [ced, cdpd] for [A-Z, AA-ZZ]
collect [1-16] digits after announcement [A-Z, AA-ZZ] for [A-Z, AA-ZZ]
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
83
Variables in Vectors
Requirements and considerations
The requirements for using vector variables with the collect command are as follows:
• If none is specified after the for parameter, the collect digits command ignores the for
parameter.
• The specification in the Variables tables defines what portion of the collected digits is assigned
to the variable.
• The “#” digit can be collected and exist in the dial-ahead digits buffer if dialed by the caller. The
“#” is assigned to a variable if that is the only digit assigned by the for parameter. This matches
the threshold field with a “#” keyword.
Example: If the caller dials “1#” and the specification for variable B starts at digit position 2
when length is more than 1, the single digit “#” is assigned to variable B by collect 2
digits after announcement 1000 for the B command. If the dial-ahead buffer contains a
“#” digit, the command collect 1 digit after announcement 1001 for C where C
is defined as length = 1 and start = 1, then the “#” is assigned to variable C. A goto step x
if B = # or goto step x if C = # is true and the branch to step x is taken. Also, the
Variables for Vectors table shows the current value of “#” in the Assignment field. However,
you cannot assign a value of “#” to a variable using an entry in the Assignment field. You can
only assign the “#” value to the variable using the collect … for command.
Related links
Variables in Vectors on page 80
Converse-on command
The following syntax rules apply when you use vector variables with the converse-on command:
converse-on split [hunt group, 1st, 2nd, 3rd] pri [l, m, h, t]
passing [A-Z, AA-ZZ] and [A-Z, AA-ZZ]
converse-on split [hunt group]
pri [l, m, h, t]
passing [A-Z, AA-ZZ] and [A-Z, AA-ZZ]
Note:
A valid hunt group is an ACD skill or a non-ACD hunt group assigned for AUDIX, remote
AUDIX, MSA, or QSIG Message Wait Indicator (MWI).
Requirements and considerations
The requirements and considerations for using vector variables with the converse-on command
are as follows:
• You can use a variable as a data type in both passing fields. This results in outpulsing the
current value of up to 16 digits for each of the specified variables as a DTMF digit stream to the
VRU or IVR connected by the converse-on command.
• The normal converse-on command rules for both passing fields apply. If the variable is
defined, the passed DTMF digits are the current assignment of the variable followed by a #
DTMF digit. If a variable is not defined, or assigned to none or #, a single # DTMF digit is
outpulsed for that data item (treated as though the data type is none) and a vector event 38
(variable not defined) or vector event 213 (no digits in variable) is logged.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
84
Command syntax for vector variables
Related links
Variables in Vectors on page 80
Disconnect command with vector variables
Variable syntax for the disconnect command is supported beginning with Communication
Manager 3.0. You can use vector variables with the disconnect command after the
announcement extension.
The following syntax rules apply when using vector variables with the disconnect command.
disconnect after announcement [A-Z, AA-ZZ]
Related links
Variables in Vectors on page 80
Goto commands
The following syntax rules apply when you use vector variables with the goto command.
goto step 1-99 if
or
goto vector 1-8000 @ step 1-99 if
A-Z,
AA-ZZ
>,<, =, <>, >=,
<=
A-Z or AA-ZZ
in table
A-Z or AA-ZZ
not in table
ani
>,>=,<>,=,<,<=
A-Z or AA-ZZ
in table
not in table
available-agents
in skill
hunt group,
skills for
VDN: 1st,
2nd, or 3rd
>,>=,<>,
=, <,<=
A-Z or AA-ZZ
calls-queued
in skill
hunt group,
skills for
VDN: 1st,
2nd, 3rd
pri l = low m =
mediumh =
high t = top
>,>=,<>,
=, <,<=
counted-calls
to vdn
vdn
extension,
latest, active
>,>=,<>,=,
<,<=
A-Z or AA-ZZ
digits
>,>=,<>,=,<,<=
A-Z or AA-ZZ
A-Z or AA-ZZ
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
85
Variables in Vectors
goto step 1-99 if
or
goto vector 1-8000 @ step 1-99 if
in table
A-Z or AA-ZZ
not in table
expected-wait
holiday
for best
A-Z or AA-ZZ
for call
>,>=,<>,=,<,<
=
for split
hunt group
for skill
hunt group,
skills for
VDN: 1st,
2nd, or 3rd
pri l = low, m =
medium, h =
high, t = top
>,>=,<>,
=, <,<=
in table
A-Z or AA-ZZ
>, >=, <., A-Z or AA-ZZ
=, <, <=
A-Z or AA-ZZ
not in table
ii-digits
>,>=, <>, =, <,
<=
A-Z or AA-ZZ
in table
A-Z or AA-ZZ
not in table
interflow-qpos
>, >=, <>, =, <,
<=
A-Z or AA-ZZ
oldest-call-wait
in skill
hunt group,
skills for
VDN: 1st,
2nd, or 3rd
pri l = low, m =
medium, h =
high, t = top
rolling-asa
for skill
hunt group,
skills for
VDN: 1st,
2nd, or 3rd
>, >=,
<., =, <,
<=
A-Z or AA-ZZ
staffed-agents
in skill
hunt group,
skills for
VDN: 1st,
2nd, or 3rd
>, >=,
<>, =, ,,
<=
A-Z or AA-ZZ
V1-V9
>, <, =, <>, >=,
<=
A-Z or AA-ZZ
in table
A-Z or AA-ZZ
not in table
wait- improved for
best
>, >=, <>, =.<, <=
skill
hunt group,
skills for
VDN: 1st,
2nd, or 3rd
pri l = low, m =
medium, h =
high, t = top
A-Z or AA-ZZ
>, >=,
<>, =, <,
<=
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
86
Command syntax for vector variables
goto step 1-99 if
or
goto vector 1-8000 @ step 1-99 if
split
hunt group
Requirements and considerations
The requirements and considerations for using vector variables with the goto command are as
follows:
• A vector step that uses variable parameters displays command syntax similar to the following
example, which tests the current number of counted calls for the active vdn to a user-defined
variable “G”:
goto step 4 if counted-calls to vdn active <=G
• Depending on the variable type that you use, the specifications that you provide for it, and the
way in which you use it in a vector, the number of potential applications for vector variables is
extremely large.
Related links
Variables in Vectors on page 80
Route-to number command
The following syntax rules apply when you use vector variables with the route-to number
command.
route-to
number
up to 16 digits (0-9)
digit
>, >=, <>, =,
<=
0-9 or #
<digits>*<digits>A
interflowqpos
<, =, <=
1-9
<digits>#<digits>A
unconditionally
<digits>[A-Z, AA-ZZ]
with cov
y or n
if
<digits>~p<digits>A
<digits>~m<digits>A
<digits>~s<digits>A
<digits>~w<digits>A
<digits>~W<digits>A
~r<digits>A
~r+<digits>A
<digits> notation for 0 or other digits in the range of 0-9.
A vector variable [A-Z, AA-ZZ] can be entered. Also shown by an “A” notation.
“~r” invokes Network Call Redirection (NCR) over the incoming trunk.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
87
Variables in Vectors
“~r+” invokes NCR with E.164 numbering notation for incoming SIP trunking when required by the service
provider.
Requirements and considerations
The requirements and considerations for using vector variables with the route-to command are
as follows:
• A variable can be used in the number field as the destination address for the route-to
command. When the route-to number [A -Z, AA-ZZ] step is executed, the current numerical
value or assignment of up to 16 digits is used for the destination. The variable is defined in the
Variables for Vectors screen.
• A variable can be used in place of digits with all the possible special characters and digits
entered before the variable.
• If the vector variable or resultant destination is not defined or is invalid, the route-to step fails, a
vector event 38 (variable not defined) is logged, and vector processing continues at the next
vector step. The destination number retrieved from the string of digits of the current value of the
variable must be a valid destination as defined by the Communication Manager dial plan.
Otherwise, the route-to command fails the vector event is logged, and vector processing
continues at the next step.
Related links
Variables in Vectors on page 80
Set command
The following syntax rules apply when you use vector variables with the set command:
set [variables, digits] = [operand1] [operator] [operand2]
The following fields can consist of vector variables.
Field
Allows the following vector variables
Variables
User-assigned A-Z or AA-ZZ collect type vector variable. The collect variable type can be
global, local, or local persistent. Only collect variables can be assigned to by the set
command. Others variable types can be used as the operands but cannot be assigned a
value.
Operand1
• User-assigned A-Z or AA-ZZ collect vector variable. The collect variable type can be
either global, local, or local persistent.
Operand2
• System-assigned A-Z or AA-ZZ vector variables such as ani, asaiuui, and doy.
Related links
Variables in Vectors on page 80
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
88
VIV requirements
Wait command
The following syntax rules apply when you use vector variables with the wait command:
wait-time [0-999] sec hearing [A-Z, AA-ZZ]
[music, ringback, silence, continue]
Related links
Variables in Vectors on page 80
VIV requirements
VIV works on all platforms and operating systems that are supported by Communication Manager
2.0 and later. VIV has the following licensing and system requirements:
The MultiVantage G3 Version field on the System-Parameters Customer-Options screen must
have the following settings:
• The Call Center Release field must be set to 12.0 or later.
• The Vectoring (Variable) field must be set to y.
Related links
Variables in Vectors on page 80
Definition of local, global, and local persistent variables
The variable type of a vector determines the scope of the vector variable. Based on the variable
type, the scope can be global, local, or local persistent.
Local scope
When a variable has a local scope, the value of the variable is assigned on the basis of call-specific
information and is applied only in the vector that currently processes the call.
For example, asaiuui variables always have a local scope. If variable B is administered as an ASAI
variable and included in a vector step, variable B is assigned the unique ASAI user data value for
each new call processed by the vector.
Local persistent scope
When the scope of a collect variable type is “local persistent”, that is, the P scope, the variable value
is assigned on the basis of call-specific information and is applied in more than one vector that
process the inbound call. Unlike an L scope local variable, wherein the value is valid only until the
call is being processed by the current vector, the value assigned to the P scope local persistent
variable persists until the call disconnects. Applications continue to use the P scope variable and the
last assigned value when the call leaves an assigned VDN. The call is either returned to the
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
89
Variables in Vectors
assigned VDN through the VDN Return Destination (VRD) feature or is transferred by the answering
agent to another VDN for further processing.
Note:
Use variables with local persistent scope to achieve objectives such as the following examples:
• Store the time of the day or the call duration. You can use the information to re-queue a
call with higher priority if the call is transferred among many receivers.
• Track the last played announcement or the last entered collect digits. Collected digits store
the number of attempts made by the customer for the life of a call.
• Count the number of VRD loops to force a call disconnection if the loop count exceeds a
predetermined value. The count prevents calls from continuously reconnecting to the
assigned VDN if the caller does not disconnect.
Global scope
Vector variables with a global scope have system-wide values that apply to all vectors in which the
variables are used. For example, the value specified for a tod variable type is provided by the
system clock. Despite the constantly changing value, at any given time the value is identical across
all vectors that use the tod variable type.
For other variable types with a global scope such as collect or value, the assigned value is defined
by a call center supervisor or an administrator. In this case, the user-defined value applies to all
vectors that use the variable type.
About local variables
When you administer a variable with a local scope, the value assigned to the variable is provided
from information that is specific to a call. Variable types that are local to the call or caller include ani,
asaiuui, collect, stepcnt, vdn, and vdntime.
Note:
ASAI data for a call can be modified by a CTI adjunct when a route-to adjunct command is
used.
About global variables
• Some types of global variables require that you assign values. The value that you assign
applies to all vector steps in which the variable is referenced, and all calls that are executing
the vector steps. When you change the value, the change is reflected in all vector steps in
which the variable is referenced. This rule applies to all global variable types that allow entry in
the Assignment field on the Variables for Vectors screen or other methods to assign a value.
Note:
Some variable types allow you to use the set command, the collect digits step, an FAC or
the active VDN to change the specified value. When you use any of the methods to change
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
90
System-assigned vector variable types
a variable value, the Assignment field on the Variables for Vectors screen updates to
reflect the new variable value.
• Other types of global variables use dynamic system-retrieved values for which you cannot
assign specific values. This rule applies to any global variable type that does not allow entry in
the Assignment field of the Variables for Vectors screen such as the tod and dow variable
types.
About local persistent variables
Local persistent variables have the same characteristics as local variables except that the assigned
value for the collect type variable persists until the call disconnects.
System-assigned vector variable types
VIV provides different types of vector variables to meet various needs of call center operations.
Note:
As a call is processed through a vector or chain of vectors, the number of different variable
types that can be applied is limited only by the type and number of variables that you
administered.
System-assigned definition
This section describes the system-assigned vector variable types. The values for system-assigned
vector variables come from the system. The values can come from any of the following methods:
• Communication Manager clock
• Data associated with a call such as asaiuui, and ani
• Processing of call such as stepcnt and vdntime
ANI type variable
The ANI variable provides expanded testing of the caller’s phone number. When you know who
called, you can route the call based on the caller’s area code, prefix, or suffix.
Scope
The scope for the ANI variable is local.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
91
Variables in Vectors
Example
The following vector example shows how you can use an ANI variable to determine the area code of
the caller and then route the call to an office that shares the same area code. The following variable
specifications are set on the Variables for Vectors screen.
Variable
Description
Type
Scope
Length
Start
A
Concatenates the area code of the
caller
ANI
L
3
1
C
Destination
Collect
L
10
1
Variable A concatenates the incoming call to an area code. For example, if the calling ANI is
3035556002, A = 303. The call is routed to C, which is set to 3035381234.
1. ...
2. set C = A CATR 5381234 [C = 3035381234]
3. route-to number C
ASAIUUI type variable
The ASAIUUI variable is assigned a unique value for each incoming call based on ASAI user
information. Once a value is assigned, the value can be modified by an adjunct after a route-to
adjunct vector step. You can also use the set command to change the assigned value. A
common use for an ASAIUUI variable in a vector step is to test the assigned value against a
threshold value.
Scope
The scope of ASAIUUI variables is only local.
Additional information
• Specify a start position for the ASAIUUI variable.
• Administer a length value for the ASAIUUI variable. Valid length values range from 1 to 16
digits, but if the digit length that extends from the specified start position to the end of the digit
string is less than the specified length, the lesser number of digits is assigned. If the digit length
that extends from the specified start position to the end of the digit string is greater than the
specified length, any digits that extend the specified length are not included in the assigned
value.
Example
The following example illustrates a vector step that compares an administered ASAIUUI variable D
to a four-digit segment of the ASAI user information string that receives special call treatment if the
first digit in the sequence is 3 and the last digit is 5:
goto step 5 if D = 3??5
Where D is an administered ASAIUUI variable and the threshold value that D is tested against is a
four-digit string that begins with a 3 and ends with a 5.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
92
System-assigned vector variable types
Example
The following vector example illustrates how to use an ASAIUUI variable to provide selective
customer treatment based on call-specific information.
In the example, a business wants to identify platinum member customers and provide special call
treatment by queuing the customers at a higher level of priority. A CTI adjunct application uses the
ANI data and other digits dialed by the caller to retrieve a five-digit customer account number.
Account codes for platinum members are indicated by a 3 at the first digit position and a 5 at the last
position in the five-digit string.
The adjunct includes the five-digit account number with other ASAI data beginning at digit position 4
in the 32-digit ASAI string.
Variable
P
Description
Type
Caller account code
ASAIUUI
Scope
L
Length
5
Start
4
The following example illustrates how to apply the administered ASAIUUI variable in a vector to
implement the intended call treatment:
1.
2.
3.
4.
5.
6.
goto step 4 if P = 3???5
queue-to split 201 pri l
goto step 5 if unconditionally
queue-to split 201 pri m
announcement 3010
wait-time 30 secs hearing music
In the vector example, step 2 uses the ASAIUUI variable as a conditional value to test whether the
account code for a call belongs to a platinum member (P = 3???5). If the caller is a platinum
member, the call branches to step 4 where the call is placed in queue at a medium priority level.
Otherwise, call control passes to step 2, which places the call in queue at a low priority level.
DOW type variable
The DOW variable provides the current day of the week. The assigned value can range from 1 to 7,
where 1 equals Sunday, 2 equals Monday, and so forth. The values assigned to this variable are
obtained from the system clock on Communication Manager.
Scope
The scope for the DOW variable is global.
Example
In the following example vector step, if D is the DOW type variable, this step verifies that the day of
week is in vector routing table 1.
goto step 2 if D in table 1
The vector routing table can have certain days of the week specified - for example, Sunday = 1 and
Saturday = 7. If the variable D = 1 or 7, the goto step condition passes and goes to step 2.
Otherwise, the DOW is a weekday Monday = 2 through Friday = 6 and the goto continues to the
next step.
This example works similarly for day of year and time of day.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
93
Variables in Vectors
DOY type variable
The DOY variable provides the current day of the year. The assigned value can range from 1 to
366. The 366 value is provided for leap years. The values assigned to the variable are retrieved
from the system clock on Communication Manager.
Important:
Leap years include an extra day (February 29). Therefore, vectors that are initially set up in nonleap years, and include DOY variables with assigned values greater than 59 (February 28) must
be shifted forward one day when a leap year begins. Alternately, when DOY variables are
included in vectors that are initially set up in leap years, the variables must be shifted back one
day when a non-leap year begins.
If a value of 366 is assigned to a DOY variable and the current year is not a leap year, any goto
step in which the variable is used fails.
Scope
The scope for the DOY variable is global only.
Example
In the following example vector step, if D is the DOY type variable, the step verifies a day of the
year.
goto vector 214 if D = 45
The example verifies that the day is Valentine’s Day. January 31 plus February 14 equals 45. If the
DOY is Valentine’s Day, the call goes to vector 214. Otherwise, the call continues processing the
next step.
Stepcnt type variable
The stepcnt variable tracks the number of vector steps. Before the number of vector steps reaches
the maximum limit, the call can be rerouted instead of being dropped. The stepcnt variable can also
be used as a loop-control variable. By monitoring the number of vector steps, you can:
• Reroute calls before the maximum limit for the system is reached and prevent calls from being
dropped.
• Reroute calls after an action has reached a predetermined limit. For example, calls can be
rerouted after an announcement or music has finished playing.
You can:
• Assign a variable between A-Z, or AA-ZZ.
• Assign the number of vector steps including the current step.
• Use the variable type anywhere other vector variables or VDN variables are used.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
94
System-assigned vector variable types
• Use the variable type as a threshold, conditional, or destination or data number, where
supported.
Scope
The scope for the stepcnt variable is local.
Example
The following vector example illustrates how you to use a stepcnt variable to break out of a
vectoring loop before a step limit is reached. The following variable specifications are set on the
Variables for Vectors screen.
Variable
C
Description
Sets the step limit
Type
stepcnt
Scope
L
In step 6, if the system reaches more than 990 vector steps, an announcement plays to inform the
customer about the high volume of calls.
1. wait-time 0 secs hearing ringback
2. queue-to skill 100 pri l
3. wait-time 10 secs hearing ringback
4. announcement 2000
5. wait-time 60 secs hearing music
6. goto step 8 if C >= 990
7. goto step 4 unconditionally
8. announcement 3000 [We are experiencing an unusually high volume of calls, please leave
your name and number for call back]
9. messaging skill 200 for extension active
Note:
Use a value that is less than the maximum number of vector steps, 10,000.
TOD type variable
The tod variable provides the current time of day based on a 24-hour format. The assigned value,
which can range from 00:00 to 23:59, is received from the Communication Manager clock. The
values assigned to this variable are received from the system clock on the Communication
Manager.
Communication Manager always returns four digits for the tod variable. This includes leading zeros
where appropriate. Any comparison to the tod variable is also formatted as four digits. To check
when the tod variable is after 12:30 a.m, compare to 00:30 and not 30.
Scope
The scope for the tod variable is global.
Example
In the following example vector step, if D is the tod variable type, this step verifies the current time of
day.
goto step 32 if D >= 16:55
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
95
Variables in Vectors
The example verifies that the time of day is 4:55 p.m. If the time of day is 5 minutes before closing,
the call is routed to step 32. Step 32 can be an announcement step indicating that the call center is
closed for the day.
VDN type variable
When a vdn variable is used in a goto step, the extension number value assigned to the variable is
based on either the active or latest VDN associated with the call. The number of digits assigned to a
vdn variable depend on the dial plan used for the system.
The latest value represents the VDN extension number associated with the vector currently in
control of the call process and the active value represents the extension number of the current VDN,
as defined by VDN override settings.
When administering the variable, you can specify whether to apply the active or latest value to vdn
variables.
Scope
The scope for the vdn variable is only local.
Additional information
When a vdn variable is administered to use the active VDN of the current call as its value
assignment, VDN override settings can affect the VDN extension number that is actually assigned to
the variable.
When the Allow VDN Override field is set to y on the Vector Directory Number screen for a VDN,
the extension number for the “subsequent” VDN to which a call is routed is applied to the call
instead of the extension number for the current (latest) VDN. Therefore, the following rules apply for
the value assigned to a vdn variable when it is used in a vector:
• If the VDN override setting for the previous VDN is not set to allow overrides, and a vdn
variable in the vector associated with the next VDN in the call process flow is set to active, then
the number for the previous VDN is assigned to the variable. An example of this case is
represented in the following figure by the call flow from VDN A to VDN B.
• If the VDN override setting for the previous VDN is set to allow overrides, and a vdn variable
used in the vector associated with the next VDN in the call process flow is set to active, then
the current VDN number is assigned to the variable. An example of this case is represented in
the following figure by the call flow from VDN A to VDN C.
• When the vdn variable is set to use the latest VDN number, the VDN override setting for the
previous VDN has no effect on the value that is assigned to the variable. This case is
represented in both of the call flows shown in the following figure.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
96
System-assigned vector variable types
Example
The following example shows a goto vector step that uses an administered vdn variable G to
execute a branching step when the VDN extension 4561 is identified:
goto step 5 if G = 4561
VDNTime type variable
The vdntime variable tests the time taken by the call center to process a call. This also includes any
prior time spent in a remote Communication Manager. Administrators use the vdntime variable to
determine when alternate routing, queuing, or call treatment is needed, based on the total time the
call has been in the system.
When the vdntime variable is tested in a vector, a value is assigned that is equal to the number of
seconds the call has been active in vector processing since the call first reached a VDN. If the
processing started in a remote system which forwarded the call to this system using LAI or BSR, the
time spent in the prior system is included.
Scope
The scope for the vdntime variable is local.
Example
The following vector example shows how you can use a vdntime variable to remove a call from a
loop after 5 minutes. The following variable specifications are set on the Variables for Vectors
screen.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
97
Variables in Vectors
Variable
T
Description
Call processing time
Type
Scope
vdntime
L
In step 5, if the T variable is greater than 300 seconds, or 5 minutes, the vector transfers control to
step 1 in vector 289.
1.
2.
3.
4.
5.
6.
queue-to skill 51 pri l
wait 30 secs hearing ringback
announcement 1000
wait-time 60 secs hearing music
goto vector 289 @step 1 if T > 300
goto step 3 if unconditionally
Example
You can use the same approach, as in the previous example, with BSR Local Treatment vectors to
break out the local wait treatment loop when the process time of the call exceeds the tolerable time
period to take back the call and provide an alternative treatment. The example can be expanded for
a call take back as follows:
change vector 40
Number: 40
Basic? y
Prompting? y
01
02
03
04
05
06
07
08
09
10
11
Page 1 of 3
CALL VECTOR
Name: Local BSR vector
Attendant Vectoring? n
Meet-me Conf? n
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
LAI? y G3V4 Adv Route? y
CINFO? n BSR? y
Lock? n
ASAI Routing? y
Holidays? y
announcement 3000
consider skill 4 pri m adjust-by 0
consider skill 6 pri m adjust-by 0
consider location 1 adjust-by 10
consider location 2 adjust-by 10
queue-to best
announcement 3001
wait-time 10 secs hearing music
goto step 11 if T > 300
goto step 7 if unconditionally
route-to number 54010 if unconditionally
User-assigned vector variable types
VIV provides different types of vector variables to meet various needs of call center operations.
Note:
As a call is processed through a vector or chain of vectors, the number of different vector
variable types that can be applied is limited only by the type and number of vector variables that
you have administered.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
98
User-assigned vector variable types
User-assigned definition
You can change the value of user-assigned vector variables. By contrast, the values for systemassigned vector variables are assigned from the system clock, data about the incoming call, or by
the processing of the call.
Collect type variable
One of the ways that the collect type variable can be assigned a value is by using the collect
command. When VIV is active on the server system, the collect command includes a for
parameter that precedes the collect variable to which you can assign user dialed data to a collect
type variable entered in this field.
Syntax
The basic syntax for the collect command when assigning a value to a variable “V” is shown in
the following example vector step:
collect 2 digits for V
where V is a vector variable of type collect, as defined in the Variables for Vectors table.
Note:
Use of variables with collect command is not required. The default entry that follows the for
parameter is none.
Other ways to assign a value to a collect type variable is by using the Variables for Vectors table (for
the globe scope only) or by assignment using the set vector command. When used with the set
command the collect type variable serves as a general purpose variable for implementing many
different kinds of applications. An example using the administration table to assign a value of 14 to
variable V is shown in the following example excerpt from the table.
Variable
V
Description
Local collect
variable
Type
collect
Scope
G
Length
2
Start
1
Assignment
14
VAC
NA
Note:
Local or local persistent collect type variables can be assigned using the Variables for Vectors
table.
Following is an example of using the set command to assign a value 14 to a variable V:
set V = 14 ADD none
A collect variable can also be used as a threshold value in a conditional test, as shown in the
following example vector step:
goto step 4 if counted-calls to vdn active <=V
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
99
Variables in Vectors
Scope
The scope of collect variables can be either local (L), local persistent (P), or global (G). The
following rules apply:
• If the scope is local, the assigned value is null until a value is provided during processing for
the call. The assigned value is retained through all further call processing steps, including any
chained vectors and route-to VDN commands, until a new value is assigned during vector
processing or initial vector processing for the call is terminated, at which time the value is
cleared.
• If the scope is local persistent, the assigned value is null until the value is provided during
processing for the call. Unlike a variable with local scope, a collect type variable with local
persistent scope persists until the call disconnects. The application can continue to use the
variable when the call leaves vector processing and then returns to vector processing, such as
via VDN return destination or a subsequent transfer to another VDN by the answering agent.
Persistent local collect variables retain the last value assigned during vector processing, and
after termination of vector processing, internal transfer to another local vector, RONA/ROIF/
ROOF return to vector processing or VDN Return Destination return to vector processing, until
the call disconnects.
• If the scope is global, the assigned value is retained as a system-wide variable value until it is
reassigned, either by changes made to the Variable for Vectors screen, or by a collect
digits/ced/cpd for [ A-Z, AA-ZZ] vector step designed for that purpose.
Additional information
• When collected data or other digit sequence is assigned to a collect variable, the value can be
truncated by specifying a start position other than the first digit in the collected data string. A
start position must be specified.
• A length value must be administered. Valid length values range from 1 to 16 digits, but if the
digit length from the specified start position to the end of the digit string is less than the
administered length value, the lesser number of digits is assigned. If the digit length that
extends from the specified start position to the end of the digit string is greater than the
specified length, then any digits that extend the specified length are not included in the
assigned value.
• You can administer a local collect variable to persist until the call disconnects. This can be
used, for instance, to pass collected digits if the call is transferred to another VDN or to serve
as a counter for VDN Return Destination looping to cause the call to be disconnected after a
certain number of iterations. Using the collect variable, you can limit the VDN Return
Destination looping to disconnect the call if the caller does not hang up when required with use
of set command to increment the variable each time the call is returned to the VDN Return
destination VDN.
Example
You can use a collect variable to set a threshold value that controls how call center resources are
allocated to different activities. In the following example, a call center wants to be able to adjust the
amount of resources that are dedicated to a promotional sales giveaway campaign so that extra
resources are shifted to more profitable sales campaigns during peak call volume hours.
In this example, a collect variable is used as a threshold to specify the number of calls allowed for
the giveaway campaign, which is initially set to a value of 50.
The collect variable is applied as a threshold conditional in a counted-calls vector step in such a way
that it can be quickly changed when reallocation of agent resources is necessary.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
100
User-assigned vector variable types
The specifications that you can provide on the Variables for Vectors screen for the collect variable
used in this example are shown in the following table.
Variable
G
Description
Type
Allowed calls for
collect
give-away campaign
Scope
G
Length
2
Start
1
Assignment
50
After the collect variable G is administered, you can create a vector that uses the variable as a
conditional threshold. A counted-calls step that tests the variable conditional is shown in the
following example vector.
1.
2.
3.
4.
5.
6.
7.
8.
wait-time 0 secs hearing ringback
goto step 4 if counted-calls to vdn active <=G
busy
queue-to skill 30 pri l
wait-time 10 secs hearing ringback
announcement 1002 [All agents are busy, your call is important.]
wait-time 60 secs hearing music
goto step 6 unconditionally
A second vector is administered so that the call center manager can quickly change the assignment
for variable G. As shown in the following example, step 4 uses a collect digits command to
allow an authorized user to change the number of calls allowed for the giveaway campaign.
1. wait-time 0 secs hearing ringback
2. collect 4 digits after announcement
3. goto step 7 if digits <> 1234
4. collect 2 digits after announcement
calls.]
5. announcement 10012 [Your change has
6. disconnect after announcement none
7. disconnect after announcement 10013
10010 for none [Enter your security code]
10011 for G [Enter the number of allowed active
been accepted.]
[The security code you entered is incorrect.]
Example 2
You can use a collect variable with scope local persistent (P) in a vector to detect callers that do not
hang up when required, and to disconnect their calls. In the following example, a call center has a
VDN Return Destination assigned to the incoming call VDN named VDN1. After the agent
completes the call, VDN1 forwards the call to VDN2, which in turn connects the call to a survey
provided by a VRU device. Callers are required to disconnect the call when the survey is complete,
but some callers can still remain connected.
With a local persistent collect variable, you can detect the callers for whom the call has already been
connected to the survey once. To count the VDN returns, you can set up a vector using the collect
variable with scope local persistent.
The specifications that you can provide on the Variables for Vectors screen for the collect variable
used in this example are shown in the following table.
Variable
Description
Type
Scope
Length
Start
Assignment
C
VDN return counter for the calls
collect
P
1
1
NA
After collect variable P is set up, administer C to be 0 using the following step in the vector assigned
to VDN1:
set C = none ADD 0
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
101
Variables in Vectors
Administer the vector assigned to VDN 2 to check the count for the P scope collect type variable C
and disconnect the call if the count has reached 1. In the below vector, step 3 tests the value of C. If
the value of C is greater than 0, which means the call had already been connected to the survey,
processing for the call is branched to step 7. Step 7 disconnects the call without playing an
announcement. Step 4 adds 1 to the collect variable C since the call is processed by the survey
announcement in the next step.
1.
2.
3.
4.
5.
6.
7.
wait-time 0 secs hearing ringback
goto step 4 if counted-calls to vdn active <=G
goto step 7 if C>0 [C was initialized to 0 by the vector assigned to VDN1]
set C = C ADD 1
step for connecting the caller to the survey
stop
disconnect after announcement none
Value type variable
With the value variable type, you can change vector applications from one operational mode to
another. To implement value variables, perform the following steps:
• Administer a value variable in the variable administration table.
• You can administer an FAC and associate the FAC with a Variable Access Code (VAC) to use
a dial code procedure to change a variable value assignment. VAC designations VV1 through
VV9 are provided on the FAC screen.
• If you associate an administered value variable with a FAC, you can dial the FAC and enter a
single digit (0 to 9) to change the variable assignment. If the variable is not associated with a
FAC, you must change the variable assignment in the Variables for Vector screen.
Scope
The scope of value variables is global.
Reason to use
One of the reasons to use the value variable is to change vector processing through a manual
operation. Without value vector variable, call centers have to use a dummy agent logged into a
dummy skill to detect the status of a call center such as a disaster event or a closure. Now the value
vector variable type can be used as the trigger that can be tested in vectoring using a goto
vector command. The trigger can be set by dialing the FAC assigned to the value type variable
and entering in the value that changes the vector processing for the calls to that vector. For
example, value variable V can be set to 0 for normal operation and then to 1 to trigger the disaster
operation using the FAC.
Additional information
• You can use the phone to access an FAC if you associate a value variable with an FAC. You
can also change the assigned variable value. If you do not create an FAC to use with a value
variable, the only way to change the assigned variable value is to change the Assignment field
in the Variables for Vectors table.
• If you set up an FAC to change a value variable assignment, a station user must use a physical
phone that has the required console permissions set to yes on the Class of Service screen.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
102
VIV interactions and considerations
• To reset the assigned value for a value variable to null, access the FAC associated with
variable and enter * instead of a digit.
Example
The following example shows how to use the value variable A as a conditional in a vector step:
goto vector 34 if A = 2
where A is an administered value variable and the value that A is tested against is an arbitrary,
single-digit number that represents an operational mode or condition for response in your call
applications.
VIV interactions and considerations
Interactions and
considerations
Description
Avaya CMS
Vector administration supports the vector variable command syntax on
Avaya CMS Release 12 or later. However, the definition of each variable can
only be administered through Communication Manager on the Variables for
Vectors administration table.
Also, if the CMS release is earlier than Release 12, an attempt to administer
a vector that includes more than one vector variable generates an error
message.
Note:
The specific commands for which variables are supported, depends on
the CMS and Communication Manager release.
Variable failure conditions
When the tested variable conditional is not defined in the variables for
vectors administration table, a goto test fails. The call does not branch and
processing falls through to the next vector step.
Retention of vector variable
values and assignments
The content of a local vector variable exists only while a call is in vector
processing. Once a call exits vector processing, the value is cleared. Note
that a call that experiences a converse-on vector command remains in
vector processing. In addition, a route-to or adjunct routing link
step that routes to a local VDN extension also remains in vector processing.
Therefore, values that can be obtained by the call related local vector
variables (ani, asaiuui, collect, stepcnt, vdn, and vdntime) and the value
stored in “digits” can be used in a subsequent routed-to vector or vector
steps for the same call.
The value of a vector variable is not directly passed during an adjunct routing
route request operation. The adjunct routing route request operation does
pass the value of the “digits” buffer using the collected digits Information
Element (IE). The vector set command can populate the “digits” buffer. The
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
103
Variables in Vectors
Interactions and
considerations
Description
value determined by or assigned by using vector variables can be written to
the “digits” buffer and become available to an adjunct. The set command
can also be used to assign a value to the ASAI UUI string using the asaiuui
vector variable type.
Vector Variable Usage Data
Enter the list measurements summary command to view the vector
variable usage data on page 4 of the Measurement Summary report.
Related links
Variables in Vectors on page 80
VIV administration
Note:
For most variable types, administration is done solely in the variables administration table.
However, a Feature Access Code (FAC) administration step is also required to use an FAC to
change assignments for value variables.
Example Variables for Vectors screen
Use the following screen to administer vector variables.
change variables Page 1 of x
Var
A
B
C
D
E
F
G
H
I
J
K
L
M
N
O
Variables For Vectors
Type
Scope Length
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
_______ _
__
Description
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
___________________________
Start
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
Assignment
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
________________
VAC
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
Required variable administration entries
The following table summarizes the information required in the various fields of the Variables for
Vectors screen for the different types of variables.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
104
VIV administration
Variable
type
ani
Scope
Local only (L)
Length
Start
Assignment
VAC
1 to 16 digits
start position
—
—
(required)
from 1 to 16
—
—
Local and
Local
Persistent- not
applicable
—
(required)
asaiuui
Local only (L)
1 to 16 digits
start position
(required)
from 1 to 96
(required)
collect
Local, Local
Persistent, or
Global
1 to 16 digits
start position
(required)
from 1 to 16
(required)
(L, P, or G,
required)
Global - 1 to 16
digits
dow
Global only (G)
—
—
—
—
doy
Global only (G)
—
—
—
—
stepcnt
Local only (L)
—
—
—
-
tod
Global only (G)
—
—
—
—
value
Global only (G)
1
—
1 digit (0 to 9,
optional). If you
do not assign a
value in this
field, a null
value is
specified.
However, if
you administer
an FAC to set
the variable
assignment,
any value that
you assign by
dial code
procedure is
subsequently
displayed in
this field.
VVX (optional). You must
enter a VAC value to use
an FAC to change the
variable assignment. The
format for the VAC value
is VVX, where X is a
single digit that ranges
from 0 to 9. The VVX
value that you list in this
field, must be obtained
from the FAC screen
after you set up the FAC.
In the FAC screen, the
VVX value is displayed
on the same line as the
FAC code. If you do not
specify a VVX value
when you administer the
variable, you will receive
an intercept tone when
you attempt to dial the
FAC.
vdn
Local only (L)
—
—
active or latest
—
vdntime
Local only (L)
—
—
—
—
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
105
Variables in Vectors
Performing optional FAC administration for value variables
About this task
This section describes the administration steps to use value variables in vectors and to use an FAC
to change the variable assignments.
Use the following screen to administer an FAC.
change feature-access-codes
Page x of x
FEATURE ACCESS CODE (FAC)
Call Vectoring/Call Prompting Features
Converse Data Return Code: ____
Vector
Vector
Vector
Vector
Vector
Vector
Vector
Vector
Vector
Variable
Variable
Variable
Variable
Variable
Variable
Variable
Variable
Variable
1
2
3
4
5
6
7
8
9
(VV1)
(VV2)
(VV3)
(VV4)
(VV5)
(VV6)
(VV7)
(VV8)
(VV9)
Code:
Code:
Code:
Code:
Code:
Code:
Code:
Code:
Code:
____
____
____
____
____
____
____
____
____
To administer an FAC, perform the following steps:
Procedure
1. On the Call Vector/Call Prompting Features page of the Feature Access Code screen, enter
an FAC code in the field next to one of the Vector Access Code (VAC) entries.
The FAC code must be a 1 to 4 digit string, but either a pound (“#”) or an asterisk (“*”) can be
substituted for a numeral at the first digit position.
2. Note the VVX value associated with the new FAC code.
Possible VAC entries range from VV1 to VV9. You must enter this value in the VAC field on
the Variables for Vectors screen when you administer the value variable to be associated
with the FAC.
VIV job aid
The following table summarizes the basic functions and characteristics of the different VIV types.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
106
VIV job aid
Variable
type
Description
Scope
Specification
Max
digit
length
Assigns
ani
Holds the phone
number of the caller
L
Start digit position
and Length
16
Incoming call data
asaiuui
Holds call-specific
user data associated
with the caller
L
Start digit position
and Length
16 out of Incoming call or ASAI
a total of application data
96
collect
Holds user-defined
digits associated with
the call for control,
routing or special
treatment that can be
assigned a value by
the Variables for
Vectors table, collect
digits steps or the set
vector command.
L
Start digit position
and Length
16
tod
Holds the current time
of day in 24-hour
format for processing
G
None
Always 4 The main server
system clock - for
example, 02:19 =
02:19 am
dow
Holds the current day
of week for processing
G
None
1
doy
Holds the current day
of year for processing
G
None
Always 3 The main server
system clock (1-365 or
1 -366 in a leap year)
stepcnt
Provides the count of
vector steps executed
for the call, including
the current step
L
None
4
The vector processing
step counter
value
Holds a single
numerical digit (0-9)
for user-defined
processing
G
None
1
A user-defined value
entered using the VAC
FAC procedure or
assignment in the
variables table
vdn
Holds the VDN
extension number of
the call for processing
L
Active or Latest
VDN
13
Routing for a call
vdntime
Provides the time
taken, in seconds, by
a call center to
process a call.
L
None
Always 4 Time in vector
processing including
prior processing for a
call routed by BSR/LAI
P
G
The for parameter of
the collect digits
command or
assignment in the
variables table
The main server
system clock (1-7) - for
example, 1 = Sunday
Related links
Variables in Vectors on page 80
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
107
Variables in Vectors
VIV vector examples
This section includes simple examples that show how vector variables can be used to help improve
call processing operations.
Example application using time and day variables
• You can use tod and dow variables to create flexible vectors that evaluate factors, such as
hours and days of week, so an appropriate call treatment is delivered to customers.
• You can use global collect variables to define call center start and close times for different days
of the week. The collect variables provide threshold values that are tested against tod and dow
values to determine appropriate call treatments.
• You can set up special VDNs to reassign variable values for the opening and closing time. For
instance, when a change in daylight saving time occurs. The new variable values are instantly
propagated to any number of vectors in which the variables are used.
Scenario details
The example call center has the following daily hours of operation that must be specified in the 24hour clock time:
Day of week
Opening time
Closing time
Monday to Thursday
0700
2300
Friday
0700
2100
Saturday and Sunday
0700
1600
How to administer the variables
The specifications that you can provide on the Variables for Vectors screen for the variables used in
this example are shown in the following table.
Variable
Description
Type
Scope
Length
Start
Assignment
tod or dow variables
T
Current time of day
tod
G
Obtains the current
time of day from the
system clock in 0000
- 2359 format
D
Current day of the week
dow
G
Obtains the current
day of week in 1- 7
format (1=Sunday)
Start time or close time variables
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
108
VIV vector examples
Variable
Description
Type
Scope
Length
Start
Assignment
O
Opening time, all days of
week
collect
G
4
1
0700
L (In the current
example,
Monday through
Thursday
closing time
defines an
upper bound on
the latest
possible closing
time for any day
of the week.
Therefore,
variable
designation L is
used to signify
the latest
possible closing
time.)
Closing time, Monday
through Thursday
collect
G
4
1
2300
F
Closing time, Friday
collect
G
4
1
2100
W
Closing time, Saturday
and Sunday
collect
G
4
1
1600
How to create a vector to use the TOD and DOW variables
The following vector example explains how the Time of Day (TOD) and Day of the Week (DOW)
variables can be used for call center business hours to control call processing in a desired manner.
1. goto step 30
the out of hours
2. goto step 8
possible closing
if T < O
treatment]
if T < W
time), working hours apply.
3. goto step 30 if D = 1
treatment]
4. goto step 30 if D = 7
treatment]
5. goto step 8 if T < F
time), working hours apply]
6. goto step 30 if D = 6
by the preceding step), and dow is Friday,
7. goto step 30 if T > L
of hours treatment]
8. goto step 31 if holiday in table 8
working hours apply unless today is a
9.
10.
11.
12.
13.
14.
[if tod is earlier than 0700 hours, go to
[if tod is earlier than 1600 (earliest
Continue with step 8]
[if dow is Sunday, go to the out of hours
[if dow is Saturday, go to the out of hours
[if tod is earlier than 2100 (Friday close
[if tod is later than 2100 (as determined
go to the out of hours treatment]
[if tod is later than 2300, go to the out
[based on the outcome of all preceding steps,
holiday]
announcement 16549 [Please wait for the next available agent]
consider skill 80 pri m adjust by 0
consider location 16 adjust by 10
queue-to best
goto step 30 if staffed agents in skill 80 = 0
wait-time 2 secs hearing silence
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
109
Variables in Vectors
....
....
30. announcement 18465 [Please call again during regular business hours]
31. closed for holiday treatment
In the vector example, tod, dow and global collect variables control the call process flow by testing
the call time and day values against a series of time windows that represent possible ranges of
operational hours for the call center.
Steps 1 and 2 determine whether the time is within the minimum window of operational hours
common to all work days, which is currently defined as 0700 to 1600 hours.
Step 1 tests whether the time is earlier than the 0700 opening time that is common to every day of
the week (T < O). If the time is earlier than 0700, vector processing branches to the out of hours
treatment at step 30. Otherwise, control passes to step 2.
Step 2 tests whether the time is earlier than the earliest possible closing time for any day of the
week, which is 1600 on weekend days (T < W). If so, the call time is within the range of work hours
that are common to all days of the week, and processing branches to step 8, which checks for a
holiday before processing goes through the series of consider and queue-to best steps that are
included in steps 9 through 12. Otherwise, vector processing goes to step 3 for further assessment.
Steps 3 and 4 then test whether the current day is Saturday (dow = 7) or Sunday (dow = 1). When
either case is true, call control passes to the out of hours treatment provided at step 30. Otherwise,
the call control passes to step 5 for further assessment.
Step 5 tests whether the time is earlier than the Friday closing time (T < F). If so, the current time is
within the normal range of operating hours for Monday through Friday, and call processing branches
to steps 8 through 12 for in-hours treatment. Otherwise, call vectoring goes to step 6 for further
assessment.
Step 6 tests whether the day is Friday (dow = 6). If so, processing goes to out of hours treatment at
step 30. Otherwise, call vectoring continues at step 7.
Step 7 completes the assessment of possible time windows by testing whether the tod is later than
the latest possible closing time of 2300 hours on Monday through Thursday (T < L). If so, the call is
directed the out of hours treatment provided at step 30. Otherwise, the time falls within normal work
hours for Monday through Thursday and processing goes to steps 8 through 12 for in-hours
treatment.
How to create a vector to reassign the hours of operation
tod and dow variables can be tested against collect variables that specify call center opening and
closing time for different days of the week. Because global collect variables are used to specify the
hours of operation, you can create a simple vector that allows the hours of operation to be changed
very quickly and which is instantaneously propagated to multiple vectors.
The following example shows a vector that allows the call center opening time, which is specified by
variable O in the current example, to be quickly changed by dialing a VDN dedicated for that
purpose.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
110
VIV vector examples
Note:
You must create other vectors like this one for each of the global collect variables that you use
to set call center opening and closing time.
VDN 1
1. wait-time 0 secs hearing ringback
2. collect 5 digits after announcement 17000 for none
3. goto step 6 if digits <> 12345
4. collect 4 digits after announcement 17001 for O
time.]
5. disconnect after announcement 17006
6. disconnect after announcement 17010
security code.]
[Please enter your security code.]
[Please enter your daily opening
[Your change is accepted.]
[You have entered an invalid
Example application using a value variable
The value variable always has a global scope and is designed to work with FACs so that the
variable assignments can be quickly changed. One application of the value variables is to allow
multiple call applications to be quickly switched from one operational mode to another. Such a rapid
switch over capability can be useful for businesses whose operations are impacted by unpredictable
events. For example, a public utility can desire a switch over capacity to respond to widespread
power outages associated with severe weather events.
To set up a value variable to use in multiple vectors to meet such a special switch over need, you
can administer both a value variable and an associated FAC, as described in the related topics.
How to administer an FAC to use with a value variable
For this example, the FAC code is accessed when you dial *23. The following administration screen
shows how to enable an FAC.
Note:
When you administer the FAC for a variable, note the VVX number associated with the new
FAC. The VVX value must be provided in the VAC field on the Variables for Vectors screen, as
described in administering the value variable.
change feature-access-codes
Page x of x
FEATURE ACCESS CODE (FAC)
Call Vectoring/Call Prompting Features
Converse Data Return Code: ____
Vector
Vector
Vector
Vector
Vector
Vector
Vector
Vector
Vector
May 2016
Variable
Variable
Variable
Variable
Variable
Variable
Variable
Variable
Variable
1
2
3
4
5
6
7
8
9
(VV1)
(VV2)
(VV3)
(VV4)
(VV5)
(VV6)
(VV7)
(VV8)
(VV9)
Code:
Code:
Code:
Code:
Code:
Code:
Code:
Code:
Code:
_*23
____
____
____
____
____
____
____
____
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
111
Variables in Vectors
How to administer the value variable
After you set up an FAC to use with the Value variable, you must administer the Variables in Vectors
screen to set up the value variable associated with the FAC.
Variable
S
Description
Type
Switch over for
blizzard
value
Scope
G
Length
Start
Assignment
1
1
VAC
VV1
In the variable administration table, verify that the VAC code has the same value that appears with
the code number on the FAC screen. If a VAC entry is not provided, you will receive an intercept
tone when you dial the FAC.
How to use the value variable in multiple vectors
After you complete the required administration for the value variable and its associated FAC, you
can use it to redirect calls from vectors used for normal operational treatments to special treatment
vectors that address the switch over conditions.
The following vector step can be used in multiple vectors to implement the change in operational
mode:
goto vector 123 @step 1 if S = 2
In this example, the default value for the switch over variable is administered with a value
assignment of “1”, to denote normal operational modes. When a switch over due to blizzard
conditions is required, the call center administrator dials *23 to access the FAC and enters the digit
“2” to indicate that switch over conditions are now in effect.
Example applications using global collect variables
This section presents VIV examples using a global collect variable type instead of the single digit
value variable type. The value variable allows an FAC assignment so that the “value” of the variable
can easily be changed by a dialing sequence. The global collect variable can be used in the same
way, that is, by dialing a VDN instead of an FAC.
Global collect variables offer many advantages over the value variable, including:
• Global collect variables are not limited to nine FACs.
• The ability to add a security code to prevent malicious or accidental changes to the call flows.
• Creation of a VDN/vector menu that prompts for the variable to change (multiple variables via
one VDN).
• Call flow routing can be changed remotely by calling the VDN rather than through remote
access to dial an FAC.
• Additional features such as feedback announcements and confirmation.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
112
VIV vector examples
How to verify a password and change a value
In the example, the global collect variable A is used in call center vectors to control the flow that a
call experiences. The variable is assigned using the change variable command and is given a
type collect and a scope of “G” for global. The other settings depend on how the variable is used.
The length is 1 to 16 with a start position of “1”.
The vector prompts the user for a 16–digit password. The password is compared to the expected
value contained on the active VDN as VDN variable “V2”. Step 8 prompts the user to enter new
value for variable A. The announcement is recorded to list the expected values along with the use of
each value.
The following example illustrates one approach to accomplish the tasks. The vector flow can also be
written using vector subroutines for entry confirmation.
01
02
03
04
05
06
07
08
09
10
wait-time 2 secs hearing ringback
# Entry and Validation of Security Code
collect 16 digits after announcement V1 for none
goto step 6 if digits = V2
disconnect after announcement none
# This vector modifies the value of Variable A for global call flow
# control. Enter 111-Normal Ops, 222-Evacuation, 333-Severe Impairment
collect 3 digits after announcement V3 for A
# Goodbye
stop
How to add change confirmation
This example adds the following to the previous example:
• Announcement of the entered value.
• Change verification.
• Retry loop.
For this example, variable A is defined as a global collect variable of length 3 and a start of 1, and
variable B (used as a temporary variable) is defined as a local collect variable of length 3 and a start
of 1.
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
wait-time 2 secs hearing ringback
# Entry and Validation of Security Code
collect 16 digits after announcement V1 for none
goto step 6 if digits = V2
disconnect after announcement none
# This vector modifies the value of Variable A for global call flow
# control. Enter 111-Normal Ops, 222-Evacuation, 333-Severe Impairment
# or Enter 000 to exit
collect 3 digits after announcement V3 for B
goto step 32 if B = 000
# Play announcement to inform user what value they entered.
goto step 15 if B <> 111
announcement 61111
goto step 24 if unconditionally
goto step 18 if B <> 222
announcement 61112
goto step 24 if unconditionally
goto step 21 if B <> 333
announcement 61113
goto step 24 if unconditionally
# Non-valid digit string was entered announcement, please try again
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
113
Variables in Vectors
22
23
24
25
26
27
28
29
30
31
32
announcement 61114
goto step 9 if unconditionally
# Please confirm that this is the desired value 0-no, 1-yes
collect 1 digits after announcement 61115 for none
goto step 30 if digits <> 1
set A = B ADD none
# Play announcement that value was changed and then disconnect.
disconnect after announcement 61116
# Value was not confirmed or incorrect - try again
goto step 9 if unconditionally
disconnect after announcement none
Example applications using vdn type variables
Use the vdn variable type to reduce the number of vectors required to provide differential treatment
to specific service VDNs. The following examples show different ways to use vdn type variables to
create a single vector that can be used by multiple VDNs, even as you maintain the ability to provide
differential call treatment based on VDN identity.
The following table shows the specifications that you must enter on the Variables for Vectors screen
for a vdn type variable that are used in the vector examples in this section.
Variable
Description
Type
Scope
Y
VDN for DNIS testing
vdn
L
Length
Start
Assignment
active
This first example shows how the administered vdn type variable Y can be used in a single vector to
provide multiple announcement treatments based on call identity. Vector processing for the call
proceeds through a series of paired goto and announcement steps that attempt to match the call
VDN with an appropriate announcement.
1.
2.
3.
4.
5.
6.
7.
8.
9.
goto step 3 if Y <>
announcement 2001
goto step 5 if Y <>
announcement 2002
goto step 7 if Y <>
announcement 2003
goto step 9 if Y <>
announcement 2004
queue-to skill 50
1001
1002
1003
1004
In step 1, the call-specific value for the vdn type variable Y is compared to one of several possible
administered VDN values (Y <> 1001). If the value for Y matches the specified VDN value, an
announcement treatment specific to that VDN is provided in step 2. Otherwise, vector processing
branches from step 1 to the next test or announcement pair and proceeds until the caller receives
an appropriate announcement treatment.
The following example shows another way that the vdn type variable can be applied in a vector to
implement selective call treatment. In this example, the vdn type variable assigned to the call is
tested against a VDN to distinguish local and non-local callers.
1.
2.
3.
4.
5.
wait 0 secs hearing ringback
goto step 4 if Y = 4561 [VDN for 800 number callers]
announcement 2700 [Our store is located at 1300 West 120th Avenue.]
queue-to skill 30 pri l
wait-time 5 secs hearing ringback
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
114
VIV vector examples
6. announcement 1002 [All agents are serving other customers, please wait.]
7. wait-time 60 secs hearing music
8. goto step 6 if unconditionally
As shown above, step 2 tests whether the value assigned to the vdn type variable is equal to the
VDN associated with 800-number callers (Y = 4561). If so, call control branches to step 4.
Otherwise, call control passes to step 3, which provides an announcement intended specifically for
local callers.
Example application using a vector variable in other commands
A vector variable can be used in the route-to number command to route a call to a destination
provided indirectly through user input (collect type), a vdn type (active or latest VDN extension for
the call) or from ASAI UUI (user data) associated with the call. This example uses a destination
address provided remotely by ASAI UUI included with the call. The variable R defines the portion of
the ASAI UUI digit string to use as the route-to number.
Variable
Description
Type
Scope
Length
Start
R
Alternate route to destination
asaiuui
L
5
3
You can use the asaiuui type variable R in a vector to route the call to the destination defined by a
remote location if the number of staffed agents is less than a certain number. If the number of
staffed agents is less than 100, the call is routed to the 5-digit destination indicated in the ASAI UUI,
forwarded with the call from the remote location. Otherwise, the call must be put in queue for
handling at the current location.
1.
2.
3.
4.
5.
6.
7.
8.
9.
wait-time 0 secs hearing ringback
goto step 8 if staffed-agents in skill 22 < 100
queue-to skill 22 pri l
wait-time 6 secs hearing ringback
announcement 2001
wait-time 60 secs hearing music
goto step 3 unconditionally
route-to number R
goto step 3 unconditionally
At step 8, the variable R is assigned 5 digits of the call's ASAI UUI data digit string starting from digit
position 3. This 5-digit number is used as the destination for the route-to command. Step 9
provides backup in case the route-to number command fails due to an empty ASAI UUI digit
stream or the number obtained is an invalid destination.
Example application using a vector variable in the converse-on
command
Including a vector variable in the converse-on command as a data item to pass (outpulse) to the
VRU or IVR allows forwarding of additional data that is not currently a supported data type. You can
define the variable as any of the existing variable types, such as collect, value, tod, doy, dow, and
asaiuui. You can use the asaiuui type to forward data provided by a remote site or local ASAI
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
115
Variables in Vectors
interfaced application or with assignment using the set command. For this example, variable D
forwards numerical account code data of up to 6 digits provided by an ASAI application.
Variable
Description
Type
Scope
Length
Start
D
ASAI provided data
asaiuui
L
6
1
The ASAI application uses adjunct routing to reach VDN2 that is assigned to the following vector.
The data is included as ASAI UUI in the route-select message that routes the call to VDN2. The
VRU interfaced through the converse-on command performs further interactive processing of the
call based on the account code provided in the ASAI UUI and indicates where to next route the call.
1.
2.
3.
4.
wait-time 0 secs hearing music
converse-on skill 30 pri l passing vdn and D
collect 5 digits after announcement none for
route-to digits with coverage y
The collect command at step 3 collects the 5-digit destination provided by the VRU using the
data return function. Step 4 routes the call to that destination.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
116
Chapter 7: VDN variables
With VDN variables, you can:
• Assign up to nine variable fields, V1 through V9, on the VDN screen.
• Use the VDN variables in all vector commands that support variables except as a for parameter
with the collect-digits command.
• Use as an operand to the set command.
• Use up to 16 digits to assign a number to the VDN variable and use up to 15 characters to
describe the VDN variable.
• Use VDN variables as indirect references to announcement extensions and other numerical
values in vector commands.
• The VDN variables assigned to the active VDN for the call are used in processing the vector.
You can create general purpose vectors that support multiple applications with call wait treatments
customized for your application.
Call centers have many vectors that use the same basic call flow, but are unique because each
requires unique announcements, route-to destinations, holiday tables, Vector Routing Table (VRT)
indices, and conditional limits. With VDN variables, you can create a generic call flow vector. The
unique items are designated on the VDN screen using VDN variables. VDN variables reduce the
number of vectors, ensure common flows and ease of administration when the flows need to change
due to unforeseen events such as problems with trunking, staffing, or messaging.
VDN variable fields
Each VDN variable field has a maximum 15-character description and 16-digit assignment as
described in the following table.
Variable
Description
Assignment
V1
ABCDEFGHIJKLMNO
1234567890123456
V2... V9
ABCDEFGHIJKLMNO
1234567890123456
Use the Description field to describe the VDN variable using up to 15 characters.
Use the Assignment field to assign up to 16 digits to the VDN variable. Each digit entry can be:
• 0 - 9
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
117
VDN variables
• blank
Using VDN variables with vector commands
You can use the VDN variables in all vector commands that support vector variables except as a for
parameter with the collect digits command.
Announcement command
You can enter a VDN variable between V1 - V9 as an announcement extension in all commands
that use an announcement in the extension field.
The following syntax rules apply when VDN variables are used with the announcement command.
announcement [V1-V9]
collect [1-16] digits after announcement [V1-V9]
for [none, A-Z, AA-ZZ]
disconnect after announcement [V1-V9]
wait-time [0-999 secs, 0-480 mins, 0-8 hrs] hearing [V1-V9] then [music, ringback,
silence, continue]
Requirements and considerations
• You can use a VDN variable or a vector variable, but not both.
• When the command is executed, the assignment entry for that variable is taken from the VDN
screen for the active VDN of the call and used as the announcement extension number.
• The number must be a valid announcement extension assigned on the Audio/Announcement
screen.
Converse-on command
The following syntax rules apply when VDN variables are used with the converse-on command.
converse-on skill [hunt group, 1st, 2nd, 3rd]
pri [l, m, h, t] passing [data1] and [data2]
converse-on split [hunt group] pri [l, m, h, t] passing [V1-V9] and [V1-V9]
Note:
You can use a VDN variable in data1, data2, or in both.
Disconnect command
You can use VDN variables with the disconnect command after an announcement extension.
The following syntax rules apply when using VDN variables with the disconnect command.
disconnect after announcement [V1-V9]
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
118
Using VDN variables with vector commands
Goto commands
The following syntax rules apply when using VDN variables with the goto command.
goto step 1-99 if
or
goto vector 1-2000 @ step1-99 if
A-Z, AA-ZZ
>,<, =,<>, >=,
<=
V1-V9
in table
V1-V9
not in table
ani
>, >=, <>, =, <,
<=
V1-V9
in table
V1-V9
not in table
available-agents
in skill
hunt group,
<, >=, <>, =, V1-V9
skills for VDN: <, <=
1st, 2nd, 3rd
calls-queued
in skill
hunt group,
pri
skills for VDN:
1st, 2nd, 3rd
counted-calls
to vdn
vdn
extension,
latest, active
digits
>, >=,<>, =, <,
<=
V1-V9
in table
V1-V9
priorities: l =
low, m =
medium, h =
high, t = top
>, >=,<>, =, <, <=
>, >=, <>, =,
<, <=
V1-V9
V1-V9
not in table
expected-wait
best
for
holiday
V1-V9
for call
>, >=, <>, =,
<, <=
for split
hunt group
pri
for skill
hunt group,
skills for VDN:
1st, 2nd, 3rd
in table
V1-V9
priorities: l =
low, m =
medium, h =
high, t = top
>, >=, <., =,
<,<=
V1-V9
not in table
ii-digits
>, >=, <>, =,
<, ,=
V1-V9
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
119
VDN variables
goto step 1-99 if
or
goto vector 1-2000 @ step1-99 if
in table
V1-V9
not in table
interflow-qpos
>, >=, <>, =, <,
<=
V1-V9
oldest-call-wait
in skill
hunt group,
pri
skills for VDN:
1st, 2nd, 3rd
rolling-asa
for skill
hunt group,
>, >=, <>, =, V1-V9
skills for VDN: <,<=
1st, 2nd, 3rd
staffed-agents
in skill
hunt group,
>, >=, <>, =, V1-V9
skills for VDN: <, <=
1st, 2nd, 3rd
V1-V9
>, <, =, <., >=,
<=
V1-V9
in table
V1-V9
priorities: l =
low, m =
medium, h =
high, t = top
>, >=, <>, =,
<=
V1-V9
not in table
wait-improved
best
>, >=, <>, =,
<, <=
wait- improved
best
>, >=, <>, =, <, <=
for
skill
hunt group,
pri
skills for VDN:
1st, 2nd, 3rd
split
hunt group
for
V1-V9
V1-V9
priorities: l =
low, m =
medium, h =
high, t = top
>, >=, <>, =,
<=
Route-to command with VDN variables
The following syntax rules apply when VDN variables are used with route-to number commands.
routeto
May 2016
number
V1-V9
~r [V1-V9] (~r
indicates that
Network Call
Redirection is
attempted.)
with
cov
y
n
if
digit
>, >=, <>, =, <=
0-9, #
interflow-qpos
<, =, <=
1-9
unconditionally
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
120
Case studies
Requirements and considerations
• You can use a variable in the number field as the destination address for the route-to
command. When the route-to number [V1-V9] step is executed, the current numerical value of
up to 16 digits is used as the destination address.
• If the variable is not defined, the route-to step fails and a “variable not defined” vector event 38
is logged. Vector processing continues at the next vector step. The destination number
retrieved from the string of digits of the current value of the variable must be a valid destination
as defined by the Communication Manager dial plan. Otherwise, the route-to command fails
to log the appropriate vector event and vector processing continues at the next step.
Set command with VDN variables
The following syntax rules apply when using VDN variables with the set command.
set [variables, digits] = [operand1] [operator] [operand2]
You can use VDN variables in operand 1 and 2.
Wait command with VDN variables
The following syntax rules apply when VDN variables are used with the wait command.
wait-time [0-999 secs, 0-480 mins, 0-8 hrs]
hearing [V1-V9] then [music, ringback, silence, continue]
Case studies
Using one vector for different announcements
In this case study, agents working for the Alpha service bureau handle calls for three different
companies - ABC, XYZ , and JYK. The processing for all three companies is the same, but the
announcements are different.
Since the processing is identical, Alpha decides to use the same vector for all three call types. VDN
variables make this possible because Alpha can use a VDN variable to define the different
announcement extensions. Each call type is routed to three different VDNs - one for each company.
In this example, the V1 VDN variable defines the different announcement extensions used for the
initial announcement in the vector. All three VDNs are assigned to vector 5.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
121
VDN variables
VDN
VDN description
V1 VDN variable
assignment
Announcement
1000
ABC Company
3000
You have reached the ABC Company
…
1001
XYZ Company
3001
You have reached the XYZ Company
…
1002
JYK Company
3002
You have reached the JYK Company
…
Vector 5
1.
2.
3.
4.
5.
6.
wait-time 0 secs hearing ringback
queue-to skill 10 pri l
announcement V1
wait-time 60 secs hearing music
announcement 3010 [All our agents are still busy.]
…
Business case
In the case study, the XYZ company has a separate vector for each application. Using VDN
variables, the company can consolidate similar vectors that are each reached by a different VDN,
into one vector. The company plans to use the newly-freed vectors for other applications. The
problem is that the number of different parameters or values required to be assigned to the VDNs as
VDN variables exceeds the limit of five variables.
The case study shows a method for combining parameter values into digit strings of up to 16 digits.
Each digit string can be assigned to the VDN variables, separated into the component parts and
assigned to vector variables in the common vector for each of the vector commands.
Current configuration
Before vector consolidation, all vectors had the same basic structure as shown in vector 1 for calls
to VDN 1. In spite of this similarity, each vector has the following differences:
• Three different extension numbers for the announcements
• Two different Vector Routing Tables for digit checking
• Three different route-to number destinations
• A different messaging skill mailbox extension
• A different skill for queuing the call and for the messaging skill. These can be assigned using
the skill preferences fields on the VDN screen.
Vector 1
1. wait-time 0 secs hearing ringback
2. collect 4 digits after announcement 1001 for none
3. goto vector 300 @step 1 if digits in table 11
4. goto vector 301 @step 1 if ani in table 12
5. goto step 13 if expected-wait for skill 100 pri l > 600
6. queue-to skill 100 pri l
7. announcement 1002
8. wait-time 120 secs hearing 1003 then music
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
122
Case studies
9. route-to number 2001 [LAI looking
10. route-to number 2002 [LAI looking
11. route-to number 2003 [LAI looking
12. goto step 7 unconditionally
13. messaging skill 210 for extension
for an available agent at location 1]
for an available agent at location 2]
for an available agent at location 3]
5001
How to assign parameters
Following are the parameters assigned for three VDNs. The parameters appear in the vector in the
same order as described in the following table.
Parameter
VDN 1
VDN 2
VDN 3
announcement extension 1 for collect step
1001
1010
1100
VR table 1 for digits
11
21
31
VR table 2 for ani
12
22
32
queuing skill (first)
100
200
300
announcement 2
1002
1012
1102
audio source 3 for wait command
1003
1013
1103
route-to destination 1
2001
3001
4001
route-to destination 2
2002
3002
4002
route-to destination 3
2003
3003
4003
messaging skill hunt group (second)
210
310
410
messaging mailbox extension
5001
5002
5003
How to group parameters
One way to combine parameters is to group the parameters by function. For example, combine all
announcements into one VDN variable. The following table describes this approach.
VDN variable
V1
V2
V3
V4
Parameter
VDN 1
VDN 2
VDN 3
announcement extension 1 for
collect step
1001
1010
1100
announcement 2
1002
1012
1102
audio source 3 for wait
command
1003
1013
1103
VR table 1 for digits
11
21
31
VR table 2 for ani
12
22
32
route-to destination 1
2001
3001
4001
route-to destination 2
2002
3002
4002
route-to destination 3
2003
3003
4003
messaging mailbox extension
5001
5002
5003
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
123
VDN variables
VDN variable
Parameter
Skill Preferences
VDN 1
VDN 2
VDN 3
queuing skill (first)
100
200
300
messaging skill hunt group
(2nd)
210
310
410
How to assign digit strings
The string of digits to be assigned to each VDN variable on the VDN screen is described in the
following table. The order is based on how the subroutine is written to separate the components.
The capital letters A through H reference the vector variables that are used in the common
processing vector.
VDN variable
Description
VDN 1
VDN 2
VDN 3
V1
Three announcements: A,
B, C
100110021003
101010121013
110011021103
V2
Two table values: D, E
1112
2122
3132
V3
Three route-to
destinations: F, G, H
200120022003
300130023003
400140024003
V4
mailbox
5001
5002
5003
Skill
Preferences
1st
100
200
300
2nd
210
310
410
Note that VDN variables V5 through V9 are not used in this example.
How to separate and assign parameters to vector variables
Vector 1 is the common vector for incoming calls that go to VDN 1, VDN 2, and VDN 3. Vector 1 is
modified to include a subroutine call to vector 2 that separates the combined parameters assigned
to each VDN variable and assigns the parameters to the correct vector variables in vector 1.
Vector 1 - revised to serve as the common vector for calls to VDN1, VDN2 and VDN3
1. wait-time 0 secs hearing ringback
2. goto vector 2 @step 1 if unconditionally
3. collect 4 digits after announcement A for none
4. goto vector 300 @step 1 if digits in table D
5. goto vector 301 @step 1 if ani in table E
6. goto step 14 if expected-wait for skill 1st pri l > 600
7. queue-to skill 1st pri l
8. announcement B
9. wait-time 120 secs hearing C then music
10. route-to number F [LAI looking for an available agent at location 1]
11. route-to number G [LAI looking for an available agent at location 2]
12. route-to number H [LAI looking for an available agent at location 3]
13. goto step 7 if unconditionally
14. messaging skill 2nd for extension V4
How to define vector variables
The A through H vector variables need to be defined on the Variables for Vectors screen as the
collect type with local scope as described in the following table. The Assignment and VAC fields
are left blank.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
124
Case studies
Var
Description
Type
Scope
Length
Start
A
announcement 1
collect
local
4
1
B
announcement 2
collect
local
4
1
C
announcement 3
collect
local
4
1
D
table 1 (digits)
collect
local
2
1
E
table 2 (ani)
collect
local
2
1
F
route to 1
collect
local
4
1
G
route to 2
collect
local
4
1
H
route to 3
collect
local
4
1
How to separate each VDN variable
Vector 2 is the subroutine vector and separates each VDN variable into component parts.
Vector 2
1. set A
assigned
2. set B
assigned
3. set C
4. set D
leftmost
5. set E
6. set F
7. set G
8. set H
= V1 SEL 12 [A = 1001 when V1 = 100110021003 since A being of length 4 is
only the leftmost 4 digits]
= V1 SEL 8 [B = 1002 since SEL selects 10021003 and B being of length 4 is
only the leftmost 4 digits]
= V1 SEL 4 [C = 1003 since SEL selects the rightmost 4 digits]
= V2 SEL 4 [D = 11 when V2 = 1112 since D being of length 2 is assigned only the
2 digits]
= V2 SEL 2 [E = 12 since SEL selects the rightmost 2 digits]
= V3 SEL 12 [this step and following functions the same as for A, B, and C]
= V3 SEL 8
= V3 SEL 4
Summary
The case study described how to use the VDN variables to support eight parameters. The case
study also described how to use variable V4 for another parameter that required to be passed with
the active VDN for the call. The approach supported nine parameters with four VDN variables while
keeping V5 as a spare. Since A-H vector variables are local variables, you can reuse the variables
in other vector applications with similar string lengths.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
125
Chapter 8: Vector subroutines
Subroutines use common vector programs that can be used by different vectors without duplicating
the same sequence in each vector. Subroutines can significantly decrease the number of steps and
vectors required.
The goto step is used for vector subroutines. The goto step uses:
• The @ step parameter to branch to a specific step in the vector
• The return command to return from a subroutine
The maximum simultaneous active subroutine calls allowed are:
• 8000 for Avaya S8500, S87XX, S88XX, and Avaya Common Server platforms
• 400 for Avaya S8300
With vector subroutines, you can reuse common sets of vector commands. For example, you can
use a single subroutine for all vectors to determine if a call has arrived within business hours.
Without a subroutine, each vector repeats the step.
Following are some of the advantages of using vector subroutines:
• More steps per vector by removing duplication.
• Unused steps at the end of vectors can be used for subroutines, expanding vector capacity.
• Ease of administration. You can change just one vector subroutine that is referenced by many
vectors, such as changing office hours or wait treatment.
The goto command and subroutines
Use the goto vector command to branch vector processing to a subroutine or to a specific step
in the vector. The goto vector command works with the return command to return vector
processing to the calling vector. When a goto vector command is executed, the vector and the
subsequent step number for the command are stored with the call. This is the return destination that
is used with subroutines.
When the goto vector command branches to the specified vector, any data associated with the
call remains with the call. Examples of call-associated data are collected digits and dial-ahead digits.
Changes made stay with the call when the call returns to the calling vector.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
126
The @ step parameter
The @ step parameter
Use the @ step parameter with the goto vector command conditionals to branch to a specific
step in a vector. For example:
• goto vector xxx @ step yy if <conditional> [comparator] <threshold>
• goto vector xxx @ step yy if unconditional
The requirements for the @ step parameter are as follows:
• The default step number is 1. The step number remains at 1 until you change it to a step
number between 2 and 99.
• When the step number is set between 1 and 99, the goto vector command saves the
returned data when subroutines are active. Vector processing starts again at the branched-to
vector at the specified step.
• If the specified step in the branched-to vector is blank, vector processing skips to the next step
in the vector. If it is the last step, it is treated as a stop step.
Note:
When upgrading to Communication Manager 3.0 or later, all existing vectors with goto vector
steps are converted to the goto vector xxx @ step 1 syntax.
Example 1: Test for working hours
The call center of the XYZ retail stores has a large number of vectors to check if calls arrive during
working hours or not. Before the availability of vector subroutines, each vector required the same
series of steps to test for working hours. With vector subroutines, only one vector is required for the
series of steps that check for working hours. Each vector that requires the check uses a goto
vector step to run the tests. Vector processing returns to the step following the calling goto
vector step if the test passes. Otherwise, the out-of-working hours treatment is given by the
subroutine.
The call center edits just one vector and the change is reflected in other vectors that reference this
vector.
Incoming call processing vector example
1. wait 0 secs hearing ringback
2. goto vector 20 @step 1 if unconditionally
3. queue-to skill 100 pri l [subroutine returns here if call is during working hours]
4. announcement 1000 [
Thank you for calling XYZ Retail Stores, your call is important to us]
5. …
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
127
Vector subroutines
Checking working hours vector subroutine example
Vector 20
1. goto step 9 if time-of-day is all 23:00 to all 07:00
2. goto step 9 if time-of-day is Friday 21:00 to sat 07:00
3. goto step 9 if time-of-day is sat 16:00 to sun 07:00
4. goto step 9 if time-of-day is sun 16:00 to mon 07:00
5. goto step 7 if holiday in table 5
6. return [call is during working hours]
7. announcement 2001 [The XYZ Stores are closed on holidays.]
8. goto to step 10 if unconditionally
9. announcement 2001 [You have called after the XYZ Stores are closed.]
10. disconnect after announcement 2001 [Please call back during normal business hours: 7
am to 11 pm on
Monday through Thursday, 7 am to 9 pm on Friday and 7 am to 4 pm on Saturday and Sunday.]
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
128
Chapter 9: ANI/II-digits routing and CINFO
Use the Automatic Number Identification (ANI) and Information Indicator Digits (II-digits) Call
Vectoring features to make vector routing decisions based on the caller identity and the originating
line. Use Caller Information Forwarding (CINFO) to collect Caller Entered Digits (CED) and
Customer Database Provided Digits (CDPD) for a call from the network.
Avaya uses the term ANI to denote both ANI and Calling Line Identification (CLID) which can be
used interchangeably within Vectoring. ANI and II-digits, when provided with an incoming call to a
VDN, are sent to Call Management System (CMS) when vector processing starts. ANI, II-digits, and
CINFO are forwarded with interflowed calls. ANI and II-digits are also passed over the Adjunct
Switch Application Interface (ASAI) in event reports.
Related links
CINFO command set on page 129
CINFO command set
Command
category
Action
Command
Branching/
Programming
Go to a vector step (ANI, II-digits)
goto step
Go to a vector step that is based on ced or cdpd
(CINFO digits)
Go to another vector (ANI, II-digits)
goto vector
Go to another vector based on ced or cdpd. (CINFO
digits)
Information
Collection
Routing
May 2016
Pass ANI to a Voice Response Unit (VRU)
converse-on
Pass ced and cdpd to a VRU (CINFO)
Collect ced and cdpd from a network ISDN SETUP
message.
collect digits
Route the call to a number that is programmed in the
vector, based on ced or cdpd
route-to number
Route the call to digits supplied by the network
route-to digits
Request routing information from an ASAI that is
based on ced or cdpd
adjunct-routing
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
129
ANI/II-digits routing and CINFO
Related links
ANI/II-digits routing and CINFO on page 129
ANI routing
ANI provides information on the caller's identity that can be used to improve call routing decisions.
For example, calls from a specified customer can receive unique routing, local calls can be routed
differently from long distance calls, or calls from different geographical areas can receive different
routing. ANI can be compared against entries in a Vector Routing Table (VRT), and is supported
with ISDN or SIP trunks.
ANI basics
Calling Party Number and Billing Number
ANI is based on the Calling Party Number (CPN), which is not always identical to the Billing
Number. For example, if the call is placed by a user from Communication Manager, the CPN can be
either the Communication Manager-based billing number or the station identification number.
String length
The ANI routing digit string can contain up to 16 digits. This supports international applications.
However, ANI information in those countries that use the North American dial plan contains only 10
digits.
Call types that use ANI
The following call types have associated ANI values:
• Incoming ISDN (including PRI, BRI, and H.323) calls that send ANI.
• Incoming SIP calls that send SIP contact headers.
• Incoming R2-MFC signaling calls that send ANI.
• Distributed Communications Services (DCS) calls.
• Internal calls.
Note:
If ANI is not provided by the network for an incoming call, ANI is not available for vector
processing on the call.
Use of wildcards
The goto...if ANI vector uses wildcards for either a direct comparison (‘if ani = 123+’) or
comparison in a vector routing table (‘if ani in table 12’). You can use either ‘+’ or ‘?’ wildcards.
• ‘+’: Only one trailing, or starting ‘+’ is allowed per digit string and it matches zero or more digits,
or a single ‘#’. The wildcard ‘+’ is not the same as the leading ‘+’ that SIP stations can send on
an ANI. The leading ‘+’ makes goto...if ANI comparison fail.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
130
ANI routing
• ‘?’: As many ‘?’ as possible digits placed anywhere in the digit string are allowed. A ‘?’ matches
exactly one digit in the location of the ‘?’.
Use with vector routing tables
ANI data can be tested against ANI numbers provided in vector routing tables.
EAS agent calls
When an EAS agent makes a call to a VDN, the agent login ID is used as the ANI in place of the
physical terminal number.
Internal transfer to VDN
When a call is transferred internally to a VDN, the following outcomes can occur:
• If the transfer completes before the call reaches the ANI conditional, the ANI value of the
originator of the call is used.
• If the transfer completes after the call reaches the ANI conditional, the ANI value of the terminal
that executes the transfer is used.
Tip:
To ensure that the ANI of the originator is preserved during a transfer, add a filler step such as
wait with silence, to the beginning of the vector. In this way, a transfer can be completed before
the ANI conditional is encountered.
Use of ANI with Vector Routing Tables
You can test ANI against entries in a Vector Routing Table (VRT). VRT contain lists of numbers that
can be used to test a goto...if ani command. ANI can be tested to see if it is either in or not-in
the specified table. Entries in the tables can also use the “+” and “?” wildcards.
The following sample VRT includes various area codes for the state of California.
Number: 6
1:
2:
3:
4:
5:
6:
7:
8:
9:
10:
11:
12:
13:
VECTOR ROUTING TABLE
Name: California
714+
805+
619+
707+
209+
310+
213+
408+
510+
818+
909+
916+
415+
17:
18:
19:
20:
21:
22:
23:
24:
25:
26:
27:
28:
29:
Sort? n
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
_______
The following vector example shows how calls can be routed based on information provided in the
sample VRT.
1. announcement 45673
2. goto step 9 if ani = none
3. goto vector 8 if ani in table 6
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
131
ANI/II-digits routing and CINFO
4.
5.
6.
7.
8.
9.
queue-to split 5 pri l
wait-time 10 seconds hearing ringback
announcement 2771
wait-time 10 seconds hearing music
goto step 6 if unconditionally
route-to number 0 with cov y if unconditionally
In the example vector, the call is routed to an operator if no ANI is available for the call. If the first
three numbers match an area code from table 6, the call is routed to vector 8. All other calls are
queued.
Use of ANI without Vector Routing Tables
1. wait-time 4 secs hearing silence
2. goto step 13 if ani = none
3. goto step 12 if ani = 3035367326
4. goto vector 74920 if ani <= 9999999
5. goto vector 43902 if ani = 212+
6. goto vector 43902 if ani = 202+
7. wait-time 0 seconds hearing ringback
8. queue-to split 16 pri m
9. wait-time 120 seconds hearing 32567 then continue
10. announcement 32456
11. goto step 9 if unconditionally
12. route-to number 34527 with cov y if unconditionally
13. route-to number 0 with cov n if unconditionally
14. busy
In step 2, calls that do not have an associated ANI are routed to an operator. In step 3, calls are
routed from a phone to a specified extension. In step 4, operator or attendant local calls are routed,
which are calls with less than seven digits, to a different vector. In steps 5 and 6, calls are routed
from area codes, that is, Numbering Plan Areas (NPAs) 212 and 202 to a different vector. Calls that
are not rerouted by the previous vector steps are put in a queue.
II-digits routing
II-digits provide information on the originating line for a call. You can use the information for some of
following purposes:
• Detect fraudulent orders for catalog sales, travel reservations, money transfers, and traveler’s
checks.
• Assign priority or special treatment to calls that are placed from pay phones, cellular phones,
and motel phones. For example, an automobile emergency road service can prioritize calls
placed from pay phones.
• Detect calls placed from pay phones when the caller intentionally tries to prevent being tracked
by collection agencies or dispatching services.
• Convey the type of originating line on the agent display by routing different type calls to
different VDNs.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
132
II-digits routing
II-digits basics
String description
II-digits is a 2-digit string that ISDN PRI provides for an incoming call. II-digits
delivery is a widely available ISDN PRI AT&T Network service. This service is
bundled with ANI delivery and tariffed under the MEGACOM 800® and
MultiQuest 800® INFO-2 features to provide information on call origination. R2MFC Call Category digits, when available, are treated as II-digits for routing.
Leading zeros are significant. For example, the II-digits value 02 that is
associated with a call does not match the digit string 2 in a vector step.
Use with a VRT
As is true for ANI routing and collected-digit routing, II-routing digits can be
compared against entries in a Vector Routing Table.
Use of wildcards
The II-digits string used in a vector step or a vector routing table can contain
either the + or ? wildcard.
VDN Return Destination
preservation
When a call is returned to vector processing as a result of the VDN Return
Destination feature, the II-digits are preserved.
Call types associated with The following calls have associated II-digits values:
II-digits
• Incoming ISDN PRI calls that include II-digits.
• Incoming ISDN PRI Tie Trunk DCS or non-DCS calls that include II-digits.
Note:
Since tandeming of II-digits is only supported if the trunk facilities used are
ISDN PRI, traditional DCS does not support II-digits transport but DCS
Plus, that is, DCS over PRI, supports II-digits transport.
Internal transfer to a VDN
When a call with II-digits is transferred internally to a VDN, the following
outcomes can occur:
• If the transfer completes before the call reaches the II-digits conditional, the IIdigits value of the originator of the call is used.
• If the transfer completes after the call reaches the II-digits conditional, the IIdigits value of the terminal executing the transfer is used. Under normal
circumstances, there are no II-digits for a terminal that executes a transfer.
Tip:
To ensure that the originator II-digits is preserved, add a filler step such as
wait with silence to the beginning of the vector. In this way, a
transfer can be completed before the II-digits conditional is encountered.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
133
ANI/II-digits routing and CINFO
II-digits codes
Note:
The North American Numbering Plan Administration (NANPA) maintains the II-digit
assignments. Visit http://www.nanpa.com/number_resource_info/ani_ii_assignments.html to
view the latest II-digit assignments and descriptions.
II-digits assignments
II-digits
Description
00
Plain Old Telephone Service (POTS) - non-coin service requiring no special treatment
01
Multiparty line (more than 2) - ANI cannot be provided on 4 or 8 party lines. The presence of
this 01 code causes an Operator Number Identification (ONI) function to be performed at the
distant location. The ONI feature routes the call to a CAMA operator or to an Operator
Services System (OSS) for determination of the calling number.
02
ANI Failure - the originating switching system indicates (by the 02 code), to the receiving office
that the calling station has not been identified. If the receiving switching system routes the call
to a CAMA or OSS, the calling number can be verbally obtained and manually recorded. If
manual operator identification is not available, the receiving switching system, for example, an
interLATA carrier without operator capabilities, can reject the call.
03-05
Unassigned
06
Station Level Rating - The 06 digit pair is used when the customer has subscribed to a COS in
order to be provided with real time billing information. For example, hotel or motels, served by
PBXs, receive detailed billing information, including the calling party’s room number. When the
originating switching system does not receive the detailed billing information, for example,
room number, this 06 code allows the call to be routed to an operator or operator services
system to obtain complete billing information. The rating or billing information is then provided
to the service subscriber. This code is used only when the Directory Number (DN) is not
accompanied by an automatic room or account identification.
07
Special Operator Handling Required - calls generated from stations that require further
operator or OSS screening are accompanied by the 07 code. The code is used to route the
call to an operator or OSS for further screening and to determine if the station has a deniedoriginating COS or special routing or billing procedures. If the call is unauthorized, the calling
party is routed to a standard intercept message.
08-09
Unassigned
10
Not assignable - conflict with 10X test code
11
Unassigned
12-19
Not assignable - conflict with international outpulsing code
20
Automatic Identified Outward Dialing (AIOD) - without AIOD, the billing number for a PBX is
the same as the PBX Directory Number (DN). With the AIOD feature, the originating line
number within the PBX is provided for charging purposes. If the AIOD number is available
when ANI is transmitted, code 00 is sent. If not, the PBX DN is sent with ANI code 20. In either
case, the AIOD number is included in the AMA record.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
134
II-digits routing
II-digits assignments
II-digits
Description
21-22
Unassigned
23
Coin or Non-Coin - on calls using database access, for example 800, ANI II 23 is used to
indicate that the coin or non-coin status of the originating line cannot be positively
distinguished for ANI purposes by the SSP. The ANI II pair 23 is substituted for the II pairs
which otherwise indicates that the non-coin status is known, that is 00, or when there is ANI
failure. ANI II 23 can be substituted for a valid 2-digit ANI pair on 0-800 calls. In all other
cases, ANI II 23 must not be substituted for a valid 2-digit ANI II pair which is forward to an
SSP from an EAEO.
Some of the situations in which the ANI II 23 can be sent:
• Calls from non-conforming end offices (CAMA or LAMA types) with combined coin/non-coin
trunk groups.
• 0-800 Calls
• Type 1 Cellular Calls
• Calls from PBX Trunks
• Calls from Centrex Tie Lines
24
Code 24 identifies a toll free service call that has been translated to a POTS routable number
using the toll free database that originated for any non-pay station. If the received toll free
number is not converted to a POTS number, the database returns the received ANI code
along with the received toll free number. Code 24 indicates a toll free service call since that
fact can no longer be recognized simply by examining the called address.
25
Code 25 identifies a toll free service call that has been translated to a POTS routable number
using the toll free database that originated from any pay station, including inmate telephone
service. Specifically, ANI II digits 27, 29, and 70 are replaced with Code 25 under the stated
condition.
26
Unassigned
27
Code 27 identifies a line connected to a pay station which uses network provided coin control
signaling. II 27 is used to identify this type of pay station line irrespective of whether the pay
station is provided by a LEC or a non-LEC. II 27 is transmitted from the originating end office
on all calls made from these lines.
28
Unassigned
29
Prison or Inmate Service - the ANI II digit pair 29 is used to designate lines within a
confinement or detention facility that are intended for inmate or detainee use and require
outward call screening and restriction, for example, 0+ collect only service. A confinement or
detention facility can be defined as including, but not limited to, Federal, State or Local
prisons, juvenile facilities, immigration and naturalization confinement or detention facilities,
which are under the administration of Federal, State, City, County, or other Governmental
agencies. Prison or Inmate Service lines are identified by the customer requesting such call
screening and restriction. In those cases where private pay stations are located in confinement
or detention facilities and the same call restrictions applicable to Prison or Inmate Service
required, the ANI II digit for Prison or Inmate Service applies if the line is identified for Prison
or Inmate Service by the customer.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
135
ANI/II-digits routing and CINFO
II-digits assignments
II-digits
Description
30-32
Intercept - where the capability is provide to route intercept calls, either directly or after an
announcement recycle, to an access tandem with an associated Telco Operator Services
System, the following ANI codes must be used:
• 30 - Intercept (blank) - for calls to unassigned DN.
• 31 - Intercept (trouble) - for calls to DNs that have been manually placed in trouble-busy
state by Telco personnel.
• 32 - Intercept (regular) - for calls to recently changed or disconnected numbers.
33
Unassigned
34
Telco Operator Handled Call - after the Telco Operator Services System has handled a call for
an IC, it can change the standard ANI digits to 34, before outpulsing the sequence to the IC,
when the Telco performs all call handling functions, for example, billing. The code tells the IC
that the BOC has performed billing on the call and the IC only has to complete the call.
35-39
Unassigned
40-49
Unrestricted Use - locally determined by carrier
50-51
Unassigned
52
Outward Wide Area Telecommunications Service (OUTWATS) - this service allows customers
to make calls to a certain zone(s) or band(s) on a direct dialed basis for a flat monthly charge
or for a charge based on accumulated usage. OUTWATS lines can dial station-to-station calls
directly to points within the selected band(s) or zone(s). The LEC performs a screening
function to determine the correct charging and routing for OUTWATS calls based on the
customer’s COS and the service area of the call party. When these calls are routed to the
inter-exchange carrier using a combined WATS-POTS trunk group, identify the WATS calls
with the ANI code 52.
53-59
Unassigned
60
TRS - ANI II digit pair 60 indicates that the associated call is a TRS call delivered to a
transport carrier from a TRS provider and that the call originated from an unrestricted line, that
is, a line for which there are no billing restrictions. Accordingly, if no request for alternate billing
is made, the call is billed to the calling line.
61
Cellular or Wireless PCS (Type 1) - The 61 digit pair is to be forwarded to the inter-exchange
carrier by the local exchange carrier for traffic originating from a cellular or wireless PCS
carrier over type 1 trunks. Note: ANI information accompanying digit pair 61 identifies only the
originating cellular or wireless PCS system, not the mobile directory placing the call.
62
Cellular or Wireless PCS (Type 2) - The 62 digit pair is to be forwarded to the inter-exchange
carrier by the cellular or wireless PCS carrier when routing traffic over type 2 trunks through
the local exchange carrier access tandem for delivery to the inter-exchange carrier. Note: ANI
information accompanying digit pair 62 identifies the mobile DN placing the call but does not
necessarily identify the true call point of origin.
63
Cellular or Wireless PCS (Roaming) - The 63 digit pair is to be forwarded to the interexchange carrier by the cellular or wireless PCS subscriber roaming in another cellular or
wireless PCS network, over type 2 trunks through the local exchange carrier access tandem
for delivery to the inter-exchange carrier. Note: Use of 63 signifies that the called number is
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
136
II-digits routing
II-digits assignments
II-digits
Description
used only for network routing and must not be disclosed to the cellular or wireless PCS
subscriber. Also, ANI information accompanying digit pair 63 identifies the mobile DN
forwarding the call but does not necessarily identify the true forwarded-call point of origin.
64-65
Unassigned
66
TRS - ANI II digit pair 66 indicates that the associated call is a TRS call delivered to a
transport carrier from a TRS provider and that the call originates from a hotel or motel. The
transport carrier can use this indication, along with other information, for example, whether the
call was dialed “1+” or “0+”, to determine the appropriate billing arrangement.
67
TRS - ANI II digit pair 67 indicates that the associated call is a TRS call delivered to a
transport carrier from a TRS provider and that the call originated from a restricted line.
Accordingly, sent paid calls must not be allowed and additional screening, if available, must be
performed to determine the specific restrictions and type of alternate billing permitted.
68-69
Unassigned
70
Code 70 identifies a line connected to a pay station, including both coin and coin-less stations,
which does not use network provided coin control signaling. II 70 is used to identify this type
pay station line irrespective of whether the pay station is provided by a LEC or a non-LEC. II
70 is transmitted from the originating end office on all calls made from the lines.
71-79
Unassigned
80-89
Reserved for future expansion to a 3-digit code
90-92
Unassigned
93
Access for private virtual network types of service: the ANI code 93 indicates, to the IC, that
the originating call is a private virtual network type of service call.
94
Unassigned
95
Unassigned - conflict with test codes 958 and 959
96-99
Unassigned
II-digits routing example
The following vector example illustrates the branching of calls that use II-digits to route to different
VDNs. In this example, VDN Override is set to yes. In this way, the VDN name or VDN of Origin
Announcement (VOA) can be used to convey to the agent the type of II-digits that are associated
with the call.
1. goto step 9 if ii-digits = none
2. goto step 10 if ii-digits = 00
3. goto step 11 if ii-digits = 01
4. goto step 12 if ii-digits = 06
5. goto step 13 if ii-digits = 07
6. goto step 13 if ii-digits = 29
7. goto step 14 if ii-digits = 27
8. goto step 15 if ii-digits = 61
9. route-to number 1232 with cov n if unconditionally
10. route-to number 1246 with cov n if unconditionally
11. route-to number 1267 with cov n if unconditionally
12. route-to number 1298 with cov n if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
137
ANI/II-digits routing and CINFO
13. route-to number 1255 with cov n if unconditionally
14. route-to number 1298 with cov n if unconditionally
15. route-to number 1254 with cov n if unconditionally
In the example, if the call has no II-digits, step 1 branches to step 9, which routes the call to
extension 1232. If the call has II-digits, steps 2 through 8 are used to route calls with different IIdigits to various extensions.
CINFO
Use Caller Information Forwarding (CINFO) to associate ceds and cdpds with several vector
commands to improve call processing.
The network-provided ISDN PRI SETUP message for a call includes ced and cdpd data when both
of the following conditions are met:
• The incoming trunk is enabled for ISDN-PRI.
• The network uses AT&T Network Intelligent Call Processing (ICP) service.
CINFO basics
UEC IE storage
When an ISDN call is received from either the AT&T network or a tandemed PRI call,
Communication Manager stores the codeset 6 User Entered Code Information Element (UEC IE)
when it contains the ced or cdpd. If more than one ced UEC IE is received, only the first one is
stored or tandemed with the call. If more than one cdpd UEC IE is received, only the first one is
stored or tandemed with the call.
Use with collect digits commands
When a collect ced digits or collect cdpd digits step is processed, Communication Manager retrieves
the ced or cdpd and places the digits in the collected digits buffer. Any digits that were previously in
the collected digits buffer, such as dial-ahead digits, are erased. If a TTR was connected to the call
from a previous collect digits step, the TTR is disconnected.
Valid digits are 0 through 9, *, and #. If the ced or cdpd contain invalid digits, Communication
Manager does not store the UEC IE. When the collect digits step is reached, the collected digits
buffer is still cleared and if a TTR is attached, it is still disconnected. A vector event is generated to
indicate that no digits were collected.
If no ced or cdpd are received from the network when a collect digits step is processed, the step is
not processed. However, the collected digits buffer is still cleared and if a TTR is attached, it is still
disconnected.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
138
CINFO
Use of wildcards
If an asterisk (*) is included in the collected digits, it is treated as a delete character. Only the digits
to the right of the asterisk are collected. If a pound sign (#) is included in the collected digits it is
treated as a terminating character. Only the pound sign and the digits to the left of it are collected. If
a single pound sign is sent, it is placed in the collected digits buffer.
String length
The number of ced or cdpd to collect cannot be specified in the collect digits step. Although ced and
cdpb can each contain as much as 30 digits, only 16 digits can be collected and stored. If there are
more than 16 digits, a vector event is generated.
Vector commands that use ced and cdpd
The following vector steps can access CINFO ced and cdpd in the collected digits buffer:
• adjunct routing link (digits passed in an event report as collected digits)
• converse-on...passing digits
• goto...if digits...
• goto...if digits in table...
• route-to digits
• route-to number...if digit...
Tip:
You can use the callr-info button on the phone to view the ced and cdpd information just like
the other collected digits.
Internal transfer to a VDN
When a call is transferred internally to a VDN, the following outcomes can occur:
• If the transfer completes before the call reaches the CINFO conditional, the CINFO value of the
originator of the call is used.
• If the transfer completes after the call reaches the CINFO conditional, the CINFO value of the
terminal that executes the transfer is used.
Tip:
To ensure that the originator’s CINFO is preserved during a transfer, add a filler step such as
wait with silence to the beginning of the vector. In this way, a transfer can be completed
before the CINFO conditional is encountered.
Buffer storage considerations
To retrieve both the ced and cdpd for a call, you must use two collect digits steps. Because
the collect digits command for ced or cdpd clears the collected digits buffer, the ced or cdpd
that is collected first must be used before the second set is requested.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
139
ANI/II-digits routing and CINFO
CINFO vector example
The following vector example involves a scenario in which an incoming call enters a network
enabled for the ICP service. The network Communication Manager requests information from the
caller (ced) and from the call center database (cdpd). The digits are conveyed in the call ISDN
message to Communication Manager and then made available to collect digits vector steps.
ced and cdpd are both used to determine routing for the call.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
wait-time 2 secs hearing silence
collect ced digits
goto step 7 if digits = 1
goto step 11 if digits = 2
route-to number 0 with cov n if unconditionally
stop
collect cdpd digits
route-to digits with coverage n
route-to number 0 with cov n if unconditionally
stop
queue-to split 6 pri m
wait-time 10 secs hearing ringback
announcement 2564
wait-time 20 secs hearing music
goto step 13 if unconditionally
route-to number 0 with cov n if unconditionally
In this vector, step 1 provides a wait-time step if calls are transferred to this vector. Step 2 collects
the ced. Steps 3 and 4 branch the call to a different vector step depending on the ced digit. If no ced
were received, or if the digit received was not 1 or 2, step 5 routes the call to the attendant. If the
ced digit collected was 1, the call routes to a second collect step where cdpd are collected. The
vector then routes the call to the cdpd. If the ced digit collected was 2, the call queues to split 6.
CINFO interactions
Adjunct Switch Application Interface (ASAI)
Both CED and CDPD can be passed to an ASAI adjunct as collected digits with the adjunct
routing link command and other event reports. ASAI passes a maximum of 16 digits.
If a TouchTone Receiver (TTR) is connected to a call as a result of ASAI-requested digit collection
and the call encounters a collect ced or cdpd step, the TTR is disconnected from the call. In
addition, any ASAI-requested digits stored in the collected digit buffer are discarded and no entered
digits event report is sent.
ASAI does not distinguish between CINFO digits and user-entered digits that are collected as a
result of a collect digits step. CINFO digits are provided to an ASAI adjunct in the same
manner as any other collected digits from a vector.
The call offered to VDN domain event report contains the digits from the most recent collect ced or
collect cdpd vector step.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
140
CINFO
Best Service Routing (BSR)
BSR digits are included with the call if a multisite BSR application routes the call to another
Communication Manager.
Call Management System (CMS)
You do not have to enable the Vectoring (CINFO) field on the System-Parameters CustomerOptions screen for ced or cdpd to be passed to CMS. Any version of the CMS accepts ced or cdpd.
Conference
When a conference is established, CINFO digits are merged into the call record of the conference.
However, there is no indication of the party to which the digits were originally associated. For
security reasons, the CINFO digits are erased when the first ISDN call drops out of the conference.
Look-Ahead Interflow (LAI)
CINFO digits are included with the call if LAI routes the call to another Communication Manager.
Transfer
If a call is transferred from Communication Manager, CINFO digits are lost. If a call is transferred to
an internal extension, CINFO digits are retained.
Important:
If a call is transferred to a VDN, the CINFO digits must not be collected until the transferring
party completes the transfer. Therefore, when transfers are likely, include an appropriate waittime step before the collect step.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
141
Chapter 10: Multi-National Calling Party
Number prefixes
The Calling Party Number (CPN) that accompanies a call can be used for a variety of purposes,
including phone display, routing, billing, and screen pops using ASAI. However, using the CPN to
identify the origin of the call can produce ambiguous results. For instance, the country code for
Germany and the city code for Padova, Italy, are the same (49), so calls from the two locations will
each begin with the same digits. The prefix in a multinational CPN helps differentiate local or
national numbers from international numbers, allowing Communication Manager to identify calls as
national (NTL) or international (INTL). For example, in the U.S. the national prefix is 1 and the
international prefix is 011, whereas in Europe the digits are typically 0 and 00. When the values are
administered in Communication Manager, the values are included as part of the CPN and can be
displayed on an agent's phone or passed to ASAI so that the call can be handled appropriately.
A feature is available on the System-Parameters Feature-Related screen to optionally pass the CPN
prefix to VDNs and vectors as part of the CPN. You can use this option on a system-wide basis, or
on an individual VDN screen. Accordingly, international call handling can be improved by prioritizing
and routing more intelligently such as by automatically routing calls to agents who speak the
language. For example, if a customer from Germany contacts to a call center in Spain, based on the
international code of Germany (0049 - international prefix + country code), the call can be routed to
a German speaking agent. Also, an international call can be given priority over a national call to
save toll charges.
Related links
CPN prefix routing example on page 142
CPN prefix routing example
In the following example Vector Routing table includes the country codes for countries in South
America, including the US international CPN prefix.
VECTOR ROUTING TABLE
Number: 10
1: 01154
2: 011591
3: 01155
4: 01156
5: 01157
6: 011593
7: 011594
May 2016
Name: South America
Sort? n
17:
18:
19:
20:
21:
22:
23:
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
142
CPN prefix routing example
8:
9:
10:
11:
12:
13:
14:
15:
16:
011592
011595
01151
011598
01158
011597
011500
24:
25:
26:
27:
28:
29:
30:
31:
32:
The following vector example shows how calls are routed based on the administered international
CPN prefix, country codes, and the information provided in the Vector Routing Table shown above.
1. wait-time 0 seconds hearing ringback
2. goto step 11 if ani = none
3. goto vector 1910 @step 1 if ani = 01149+
4. goto vector 1912 @step 1 if ani in table 10
5. goto vector 1915 @step 1 if ani = 01152+
6. goto vector 1920 @step 1 if ani = 011+
7. queue-to split 16 pri m
8. wait-time 60 seconds hearing 32567 then music
9. announcement 32456
10. goto step 8 if unconditionally
11. route-to number 0 with cov n if unconditionally
12. busy
In the above example:
• Step 2 checks for calls that do not have an associated ANI, and routes such calls to an
operator.
• Step 3 routes calls from Germany to a vector 1910.
• Step 4 routes calls from South American countries, where the country codes are listed in the
Vector Routing Table 10, to vector 1912.
• Step 5 routes calls from Mexico to vector 1915.
• Step 6 routes all other international calls to vector 1920. Calls that are not rerouted by the
previous steps are then queued.
Related links
Multi-National Calling Party Number prefixes on page 142
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
143
Chapter 11: How to create and edit call
vectors
You can create vectors by any of the following means:
• Basic screen administration on the System Administration Terminal (SAT), Avaya Site
Administration (ASA) or Integrated System Management
• Avaya Call Management System (CMS) using the ASCII administration interface
• Avaya Visual Vectors
For more information about how to create vectors with Visual Vector, see Avaya Visual Vectors User
Guide. No instructions are available for using the Avaya CMS ASCII administration interface.
Related links
Call Vector screen basic administration on page 144
Call Vector screen basic administration
A vector is entered online using the basic screen administration on the Call Vector screen. The
following is an example of the first page of the screen.
Call Vector screen (Page 1 of 3)
change vector 20
CALL VECTOR
Number: 20
Name:_______________________
Multimedia? n
Attendant Vectoring? n
Meet-me Conf? n
Basic? y
EAS? n
G3V4 Enhanced? n
ANI/II-Digits? n
Prompting? n
LAI? n G3V4 Adv Route? n
CINFO? n
BSR? y
01 _______________
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________
Page 1 of 3
Lock? y
ASAI Routing? n
Holidays? y
The following procedure summarizes how to enter a vector online using basic screen administration:
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
144
Call Vector screen basic administration
Procedure
1. At the command prompt, type change vector xxx, where xxx is the number of the vector.
Use the change vector command to edit an existing vector or to create a new vector. Use
the list vector command to view all the vectors that are administered for your system.
2. In the Name field, assign a name of up to 27 alphanumeric characters.
The system automatically assigns the vector number, which appears next to the Number
field.
3. In the Multimedia field, determine whether the vector must receive early answer treatment
for multimedia calls. This field is applicable if you use Multimedia Call Handling. If you select
y, calls are answered at the beginning of vector processing and billing for calls start at the
same time.
4. In the Attendant Vectoring field, select y to use the vector as an attendant vector. This field
is applicable if the field option in the Attendant Vectoring field on the System-Parameter
Customer-Options screen is y.
5. In the Meet-me Conf field, select y to use the vector for the Meet-me Conference feature.
This field is applicable if the field option in the Meet-me Conference on the SystemParameter Customer-Options screen is y.
Note:
Do not administer Attendant Vectoring and Meet-me Conference at the same time for
a vector.
6. In the Lock field, select y if you want to allow the vector to be edited only from the
Communication Manager SAT or a terminal emulator.
If you administer the Attendant Vectoring field as y, you cannot change the default setting
of the Lock field. The default is y.
Note:
Always lock vectors that contain secure information, such as access codes.
7. Look at the other fields and determine which fields to administer as y.
The fields indicate the Call Vectoring features and corresponding commands that you can
use. If a field setting is n, you cannot use the corresponding feature.
Note:
Administer the Call Vectoring features on the System-Parameters Customer-Options
screen.
Feature
Description
Basic
You can use the Basic Call Vectoring commands.
EAS
Expert Agent Selection is administered as y.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
145
How to create and edit call vectors
Feature
Description
G3V4 Enhanced
You can use the G3V4 Enhanced Vector Routing commands and features.
ANI/II-Digits
You can use the ANI and II-Digits Vector Routing commands. You must
administer the G3V4 Enhanced Vector Routing features before you use
ANI/II-Digits Vector Routing commands.
ASAI Routing
You can use the Adjunct Routing command.
Prompting
You can use the Call Prompting commands.
LAI
Look-Ahead Interflow is administered as y.
G3V4 Adv Route
You can use the G3V4 Advanced Vector Routing commands.
CINFO
You can collect ced and cdpd digits with the collect digits step.
Best Service
Routing
BSR is administered as y. The available commands vary depending on
whether you use singlesite or multisite BSR.
Holidays
You can create tables for special days such as holidays and promotional
days. You can use VDN Time Zone Offset to allow the same tables to apply
for different time zones based on the VDN the call is routed to. For
information about creating holiday tables and defining holiday vectors, see
Avaya Aura® Call Center Elite Feature Reference.
8. Enter a maximum of 99 vector commands in the blanks next to the step numbers.
Note:
You do not have to type every letter of each command that you enter. If you type just the
first few letters of a command and press Enter or the Tab key, Communication Manager
populates the entire command.
9. Press Enter to save the vector.
Result
After editing a vector, verify that the vector works as intended. This step is particularly important if
you delete a step that is the target of a goto step.
Related links
How to create and edit call vectors on page 144
How to view vector variable information
Viewing vector variable information
Procedure
While using the change vector command, press Esc F6.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
146
How to view vector variable information
Result
After the Edit (i/d/v/c/u) prompt, enter a “v” and the variable to be viewed.
Enter an A-Z or AA-ZZ value.
Example: v G
1. Press Enter.
Result: The variable information displays at the bottom of the screen.
change vector 1
Page
1 of
3
CALL VECTOR
Number: 1
Name: --------------Meet-me Conf? n
Lock? n
Basic? y
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
ASAI Routing? y
Prompting? y
LAI? y G3V4 Adv Route? y
CINFO? y
BSR? y
Holidays? y
Variables? y
3.0 Enhanced? y
01 goto step
1
if rolling-asa
for skill 1st
= 999
02 goto step
2
if rolling-asa
for skill 1st
= 999
03 goto vector 2 @step 1 if rolling-asa
for vdn
active
= 999
04 goto vector 3 @step 1 if rolling-asa
for vdn
latest
= 999
05 goto step
3
if time-of-day
is mon 09:00 to fri 17:00
06 set
A
= V2
MUL
V5
07 set
digits = V4
DIV
A
08 set
digits = none
ADD
none
09 set
U
= digits CATL none
10 set
digits = digits CATR none
11 set
digits = none
SEL
digits
Press 'Esc F6' for vector editing
Var G: value type VALUE G L=1 ASGN=[5] VAC=VV1
Related links
How to create and edit call vectors on page 144
Variable display fields
The following line is displayed at the bottom of the Call Vector screen after you use the commands
to view the vector variable information.
Var letter: description type scope [ L=length S=start ASGN=current_value VAC=fac]
Name
Description
The following four fields are always displayed.
Var letter
Displays the A through Z vector variable letter you
requested.
Description
Displays the name of the variable. For example,
value type variable.
Type
Displays the vector variable type. For example,
value.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
147
How to create and edit call vectors
Name
Description
Scope
Displays the defined scope as local L or global G.
The following items are displayed only if applicable
for the vector variable type.
L=length
If length is allowed for this variable type, the field
displays the defined maximum digit length for the
variable.
S=start
If start is allowed for this variable type, the field
displays the defined start digit position for the
variable. This field does not display for the value type
variable.
ASGN=current_value
If the variable is not local and the assignment is
determined during call processing, this field displays
the current active or latest assignment for the
variable.
If there is no current value, ASGN=0 is displayed.
VAC=fac
If the value type variable is defined, this field displays
the Variable Access Code, VV1 through VV9.
Related links
How to create and edit call vectors on page 144
Variable display examples
Refer to the values assigned in Table A hen looking at the example outputs in Table B.
Table A
Variable
Description
Type
Scope
Length
Start
A
testing for
processing time
vdntime
L
B
digits for ani
testing
collect
G
16
1
C
ASAI announce
definition
asaiuui
L
1
3
D
test with null
value
collect
G
1
4
E
total executed
vector steps
stepcnt
L
G
value type
value
G
T
time of day,
military time
tod
G
1
Assignment
VAC
123456789012
3456
5
VV1
1708
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
148
How to view vector variable information
Table A
Variable
Description
Type
Scope
Length
Start
Assignment
V
set to active
VDN for call
vdn
L
active
W
day of week,
1=Sunday
dow
G
3
X
caller ID
ani
L
Y
day of year
doy
G
Z
temporary value
collect
L
16
VAC
1
102
4
1
Table B
For
Based on the values in Table A, the following text is displayed
Edit (i/d/v/c/u): v A
Var A: testing for processing time VDNTIME L
Edit (i/d/v/c/u): v B
Var B: digits for ani testing COLLECT G L=16 S=1
ASGN=[1234567890123456]
Edit (i/d/v/c/u): v C
Var C: ASAI announce Definition ASAIUUI L L=1 S=3
Edit (i/d/v/c/u): v D
Var D: test with null value COLLECT G L=1 S=4 ASGN=[]
Edit (i/d/v/c/u): v E
Var E: total executed vector steps STEPCNT L
Edit (i/d/v/c/u): v G
Var G: value type VALUE G L=1 ASGN=[5] VAC=VV1
Edit (i/d/v/c/u): v T
Var T: time of day, military time TOD G ASGN=[1708]
Edit (i/d/v/c/u): v V
Var V: set to active VDN for call VDN L ASGN=ACTIVE
Edit (i/d/v/c/u): v W
Var W: day of week, 1=Sunday DOW G L= S= ASGN=[3]
Edit (i/d/v/c/u): v X
Var X: caller ID ANI L L=16 S=1
Edit (i/d/v/c/u): v Y
Var Y: day of year DOY G ASGN=[102]
Edit (i/d/v/c/u): v Z
Var Z: temporary value COLLECT L L=4 S=1
Related links
How to create and edit call vectors on page 144
Inserting a vector step
Procedure
1. After entering the change vector command, press Esc F6
2. At the command line, type i followed by a space and the number of the step that to be
added, and press Enter.
For example, to insert a new vector step 3, type i 3 and press Enter. You cannot add a
range of vector steps.
3. Type the new vector step.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
149
How to create and edit call vectors
Result
When a new vector step is inserted, the system automatically renumbers all succeeding steps and
renumbers the goto step references. Under certain conditions, attempts to renumber goto step
references results in an ambiguous renumbering situation. In such a case, the step reference is
replaced by an asterisk (*). A warning prompts you to resolve the ambiguous references and the
cursor automatically moves to the first reference to be resolved. You cannot save a vector with
unresolved goto references.
You cannot insert a new vector step if 99 steps are already entered in the vector. However, you can
extend the vector program to another vector by using the goto vector unconditionally
command at step 99.
Related links
How to create and edit call vectors on page 144
Deleting a vector step
Procedure
1. After entering the change vector command, press Esc F6
2. At the command line, type d followed by a space and the number of the step to be deleted,
and press Enter.
You can delete a range of vector steps. For example, to delete steps 2 through 5, type d
2-5 and press Enter.
Result
When a vector step is deleted, the system automatically renumbers all succeeding steps and
renumbers the goto step references. Under certain conditions, attempts to renumber goto step
references results in an ambiguous renumbering situation. In such a case, the step reference is
replaced by an asterisk (*).
For example, if you delete step 7 when you have a goto step 7 reference, 7 is replaced by an
asterisk (*).
A warning prompts you to resolve the ambiguous references and the cursor automatically moves to
the first reference to be resolved. You cannot save a vector with unresolved goto references.
Related links
How to create and edit call vectors on page 144
Entering a comment out indication to an existing vector step
About this task
The vector editing function “c” capability inserts a pound (#) at the beginning of existing vector
commands to comment out the vector steps. Once commented out, vector steps are skipped during
normal vector processing.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
150
How to view vector variable information
Blank steps and comment out steps cannot be commented out. The comment out capability has no
limitations other than the number of vector steps. That is, you can comment out 99 steps in all 8000
vectors or 198,000 steps.
To comment out an existing step:
Procedure
1. After entering the change vector command, press Esc F6
2. At the command line, type c followed by a space and the number of the step to comment out
and press Enter.
You can comment out a range of vector steps. For example, to comment out steps 2 through
5, type c 2-5 and press Enter.
Result
Note:
The comment out indication functions differently from the # command. See # command on
page 171 for details.
Related links
How to create and edit call vectors on page 144
Removing a comment out indication
About this task
Once the comment out indication is removed from a vector step, the vector step executes during
vector processing. Removing a comment out indication from a vector step that contains no
comments does not affect vector processing.
To remove a comment out indication:
Procedure
1. After entering the change vector command, press Esc F6.
2. At the command line, type u followed by a space and the number of the step to remove a
comment out indication and press Enter.
You can remove comments for a range of vector steps. For example, to remove the
comment out indication for steps 2 through 5, type u 2-5 and press Enter.
Related links
How to create and edit call vectors on page 144
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
151
How to create and edit call vectors
How to create and construct a vector
You can begin with a single vector that consists of one step and build on this vector to create new
vectors for additional functions. At each step, you will learn a few vector commands and approaches
to vector processing. The commands in this tutorial will give you a good idea of how to use Call
Vectoring.
Step 1: Queuing a call to the main split
If a call is not immediately answered by an agent or an operator, the call is usually queued until an
agent becomes available. A call can be connected to an available agent or queued using the vector
shown in the following example. In this example, calls are queued to Split 5.
Queuing call to main split
Number: 27
Multimedia? n
Basic? y
Prompting? n
01
02
03
04
05
06
07
08
09
10
11
CALL VECTOR
Name: base
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Page 1 of 1
Multimedia? n
Lock? n
Meet-me Conf? n
Lock? y
ANI/II-Digits? n
ASAI Routing? n
CINFO? n
BSR? y
Holidays? y
queue-to split 5 pri l
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
Agent availability
If an agent is available, the queue-to split command sends the call to the agent without queuing
the call. However, if no agent is available, the command queues the call to the main split. Once the
call is sent to the main split queue, the call remains there until an agent receives the call.
Call priority levels
Each call queued to a split occupies one queue slot in the same split. Calls are queued sequentially
according to the assignment of the priority level. In the example vector, note that the assigned
priority level is low. The priority level establishes the order of selection for each call that is queued. A
call can be assigned one of the following four priority levels: top, high, medium, or low.
Within a given split, calls are sequentially delivered to the agent according to the assigned priority
level. Calls with the assigned priority as “top” are delivered to an agent first and calls with the
assigned priority as “high” are delivered second.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
152
How to create and construct a vector
Step 2: Providing feedback and delay announcement
A call remains in queue until an agent becomes available. In the meantime, the caller hears some
feedback indicating that the call is being processed.
The vector in the following example provides a feedback solution. In this example, Announcement
2771 contains the following message: “We are sorry. All our operators are busy at the moment.
Please hold.”
Providing feedback and delay announcement
Number: 27
Multimedia? n
Basic? y
Prompting? n
01
02
03
04
05
06
07
08
09
10
11
CALL VECTOR
Name: base
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Page 1 of 3
Multimedia?
Meet-me Conf?
ANI/II-Digits?
CINFO? n
BSR?
n
n
n
y
Lock? n
Lock? y
ASAI Routing? n
Holidays? y
queue-to split 5 pri l
wait-time 10 seconds hearing ringback
announcement 2771
_______________
_______________
_______________
_______________
_______________
_______________
_______________
_______________
Using the wait-time command
The wait-time command in step 2 provides a maximum delay of 8 hours before vector processing
proceeds to the next vector step. You can assign the time parameter can be assigned as follows:
• 0-999 secs
• 0-480 mins
• 0-8 hrs
In the example vector, the wait time is 10 seconds.
In addition to the delay period, the wait-time command provides the caller with a feedback. In the
example vector, a ringback is provided. You can provide the following types of feedback with the
wait-time command: silence, system music, an alternate music or other audio source.
The wait-time command in the example vector provides the caller with a maximum of 10 seconds
of ringback. The wait-time command terminates if an agent answers the call before vector
processing completes the command. The delay period ends and the accompanying feedback stops.
In the example, if the call is delivered to an agent after four seconds, the caller does not hear the
remaining six seconds of ringback.
If the call is not answered by the time the wait-time command is completed, vector processing
continues.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
153
How to create and edit call vectors
The announcement command consists of a recorded message that is often used to encourage the
caller to stay on the phone or to provide information to the caller. If the call is delivered to an agent
during the announcement command, the announcement is interrupted.
Multiple callers can be connected to an announcement at any time. For more information on
announcements, see Avaya Aura® Communication Manager Feature Description and
Implementation.
Step 3: Repeating delay announcement and feedback
The announcement vector provides feedback to the caller after the call is queued. However, if the
announcement is played and the agent does not answer the call soon after the announcement,
further feedback or treatment is necessary. One solution is provided in the following Call Vector
example:
Repeating delay announcement and feedback
Number: 27
Multimedia? n
Basic? y
Prompting? n
01
02
03
04
05
06
07
08
09
10
11
CALL VECTOR
Name: base
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Page 1 of 1
Multimedia? n
Lock? n
Meet-me Conf? n
Lock? y
ANI/II-Digits? n
ASAI Routing? n
CINFO? n
BSR? y
Holidays? y
queue-to split 5 pri l
wait-time 10 seconds hearing ringback
announcement 2771
wait-time 60 seconds hearing music
goto step 3 if unconditionally
_______________
_______________
_______________
_______________
_______________
_______________
The wait-time command in step 4 provides additional feedback in the form of music. If the agent
does not answer the call before step 4 completes, the goto step command in step 5 is processed.
Conditional branching
The goto step command is an example of a Call Vectoring command that passes the vector
processing control from the current vector step to either a preceding or succeeding vector step.
With the goto step command in vector step 5, you can establish an announcement-wait loop that
continues until an agent answers the call. The command makes an unconditional branch to the
announcement command in step 3. If the agent does not answer the call before the announcement
in step 3 completes, control is passed to the wait-time command in step 4. If the call is still not
answered, control is passed to step 5 where the unconditional branch is made once again to step 3.
As a result of the established loop, the caller receives constant feedback.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
154
How to create and construct a vector
Step 4: Queuing a call to a backup split
With Call Vectoring, a call can be queued simultaneously to a maximum of three splits improving the
overall call response time. Multiple split queuing is especially useful during periods of heavy call
traffic.
Queuing call to backup split
Number: 27
Multimedia? n
Basic? y
Prompting? n
01
02
03
04
05
06
07
08
09
10
11
CALL VECTOR
Name: base
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Page 1 of 1
Multimedia? n
Lock? n
Meet-me Conf? n
Lock? y
ANI/II-Digits? n
ASAI Routing? n
CINFO? n
BSR? y
Holidays? y
queue-to split 5 pri l
wait-time 10 seconds hearing ringback
announcement 2771
wait-time 10 seconds hearing music
check split 7 pri m if calls-queued < 5
wait-time 60 seconds hearing music
announcement 2881
goto step 5 if unconditionally
_______________
_______________
_______________
The queue-to split command in step 1 queues the call to the main split. If the agent does not
answer the call before the wait-time command in step 4 completes, the check split command in
step 5 attempts to queue the call to a backup split 7 at a medium priority. The condition expressed in
the command (if calls-queued < 5) determines whether or not the call queues to the backup
split. If the number of calls currently queued to split 7 at a medium or higher priority is less than 5,
the call is queued to the split.
Conditions used with the check split command
The “calls-queued” condition is one of several conditions that can be included in the check split
command. Following are the other conditions: unconditionally, average speed of answer (rollingasa), available agents, staffed agents, expected wait time and oldest call waiting. As is true for the
queue-to split command, the check split command can queue a call at one of the following four
priorities: low, medium, high, or top.
Elevating call priority
If the call is queued to split 7, the call priority changes from low to medium, provided the call is
queued by the queue-to split command in step 1. It is a good practice to raise the priority level in
subsequent queuing steps as preference is given to callers who have been holding the line for a
long time.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
155
How to create and edit call vectors
Step 5: Limiting the queue capacity
Starting with Communication Manager 2.1, hunt group queue slots are allocated dynamically.
Therefore, there is no need to include vector steps to ensure that pre-allocated queue slots in a hunt
group have not been exhausted. However, the same approach you used to determine queue slot
exhaustion in releases previous to 2.1 can be used to limit the number of calls that are put into
queue. The existing vector steps that checked for exhaustion also serve as queue-limiting vectors
as is, or modified to limit a different number of calls. The following vector example describes
provisions for limiting the number of calls that queue to a split/skill or a hunt group.
Limiting number of queued calls
Number: 27
Multimedia? n
Basic? y
Prompting? n
01
02
03
04
05
06
07
08
09
10
11
CALL VECTOR
Name: base
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Page 1 of 1
Multimedia? n
Lock? n
Meet-me Conf? n
Lock? y
ANI/II-Digits? n
ASAI Routing? n
CINFO? n
BSR? y
Holidays? y
goto step 10 if calls-queued in split 5 pri l > 20
queue-to split 5 pri l
wait-time 10 seconds hearing ringback
announcement 2771
wait-time 10 seconds hearing music
check split 7 pri m if calls-queued < 5
wait-time 60 seconds hearing music
announcement 2881
goto step 6 if unconditionally
busy
_______________
A check of split 5 is implemented by the goto step command in step 1. The goto step
command tests if the split contains more than 20 calls using the condition if calls-queued in
split 5 pri l > 20. If this test is successful, control is passed to the busy command in vector
step 10. The busy command provides a busy signal to the caller and eventually causes the call to
drop.
Alternately, if 20 or less medium priority calls are already queued to the main split when step 1
executes, the queue-to split command in step 2 queues the call and vector processing continues
at step 3.
Redirecting calls to a backup split
You can queue calls to a backup split instead of playing a busy tone if the queue-to split step cannot
queue the call. To queue the call to another split, change the step parameter for the goto step
command from 10 to 6 so that the command reads goto step 6...... In this case, control is
passed from step 1 to the check split step 6. Because the queuing step is included within a
continuous loop of steps (steps 6 through 9), attempts are made to queue the call.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
156
How to create and construct a vector
Step 6: Checking for non business hours
If a caller contacts the call center during non business hours, you can play an announcement
requesting the caller to call during working hours. The following example illustrates how to address
the situation. The vector is used for a company that is open 7 days a week, from 8:00 a.m. to 5:00
p.m.
Checking for non business hours
Number: 27
Multimedia? n
Basic? y
Prompting? n
01
02
03
04
05
06
07
08
09
10
11
12
CALL VECTOR
Name: base
Attendant Vectoring? n
EAS? n
G3V4 Enhanced? n
LAI? n G3V4 Adv Route? n
Page 1 of 2
Multimedia? n
Lock? n
Meet-me Conf? n
Lock? y
ANI/II-Digits? n
ASAI Routing? n
CINFO? n
BSR? y
Holidays? y
goto step 12 if time of day is all 17:00 to all 8:00
goto step 11 if calls queued in split 5 pri l > 10
queue-to split 5 pri l
wait-time 10 seconds hearing ringback
announcement 2771
wait-time 10 seconds hearing music
check split 7 pri m if calls-queued < 5
wait-time 60 seconds hearing music
announcement 2881
goto step 6 if unconditionally
busy
disconnect after announcement 3222
The goto step command in step 1 checks if the call arrives during non business hours. If the call
arrives between 5:00 p.m. and 8:00 a.m. on any day of the week, the command passes control to
step 12.
The disconnect command in step 12 includes an announcement that requests the caller to call
back during working hours. The command then disconnects the call.
If the call does not arrive during the non business hours, control is passed to step 2 and vector
processing continues. On step 2, split 5 is checked for calls waiting at all priority levels.
Note:
As an alternative to disconnecting callers who place a call during non business hours, you can
allow callers to leave a message by including the messaging split command within the
vector.
About duplicate VDNs
You can use the duplicate vdn command to create duplicate VDNs from an existing VDN. With
this functionality, you can configure one VDN as a template that can be reused when creating
similar VDNs.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
157
How to create and edit call vectors
Creating duplicate VDNs
Procedure
1. Enter the following command: duplicate vdn master_ext [start nnnn] [count
xx].
For example, duplicate vdn 2010 start 3001 count 8. [start nnnn] is an optional
parameter that you can use to specify the number from which to start the number sequence
for the duplicate VDN. If you do not specify a start number, the first available VDN after the
master VDN is selected automatically. Only one VDN is selected. [count xx] is also an
optional parameter. If you do not specify a start number, the first available VDN after the
master VDN is selected automatically. Only one VDN is selected.
2. Enter a new name for each duplicate VDN on the Vector Directory Number screen.
3. Edit the duplicate VDNs.
About duplicate vectors
You can use the duplicate vector command to create duplicate vectors from an existing vector
and edit the duplicate vectors to create vectors that are similar to the existing vector. You can use
this functionality to configure one vector as a template that can be reused when creating similar
vectors.
Creating duplicate vectors
Procedure
1. Enter the following command: duplicate vector master_vector [start nnnn]
[count xx].
[start nnnn] is an optional parameter that you can use to specify the number from which to
start the number sequence for the duplicate vector. If you do not specify a start number, the
first available vector after the master vector number is selected. Only one vector is selected.
[count xx] is also an optional parameter. If you do not specify a start number, the first
available vector after the master vector is selected automatically. Only one vector is
selected.
2. Enter a new name to each duplicate vector on the Duplicate Vector screen.
3. Edit the duplicate vectors.
Result
The reporting adjunct can access the vectors as normal.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
158
How to create and construct a vector
Removing calls from queues
Procedure
Use the route-to number xxx command, where xxx is a VDN extension, as the last step in a
call vector.
When you use that command as the last step, Communication Manager removes the call from the
queue before call processing continues to subsequent vectors through a route-to VDN command.
When Communication Manager routes the call to the another VDN, Communication Manager:
a. Ends vector processing of the previous vector.
b. Removes the call from any split queue or skill queue that the previous vector processing step
establishes for the call.
c. Continues call processing in the vector assigned to the routed-to VDN.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
159
Chapter 12: Vector management
3.0 Enhanced Vectoring requirements
Screen title
Hardware
System-Parameters Customer-Options
No special hardware is required for 3.0 Enhanced Vectoring.
Adjunct Routing requirements
Screen title
Hardware
• Hunt Group
ISDN-BRI Connection
• Class of Restriction (for
Direct Agent calls)
A TN556 ISDN-BRI circuit pack and a TN778 packet control must be in place.
The TN778 packet provides packet bus control. An adjunct or a host processor
must be in place to receive the request and to select the route. You can use a
TN2198 two-wire BRI port circuit pack in place of the TN556 circuit pack. In this
case, an NT1 is also required.
• Call Vector
• Station
• Station (ISDN-BRI-ASAI) Packet Bus
You must set Packet Bus to y, which is G3r only, on the Maintenance-Related
System Parameters screen before you administer the associated ISDN-BRI
screens and fields.
Advanced Vector Routing requirements
Screen title
Hardware
• Vector Directory Number
Requires no hardware other than that required for Basic Call
Vectoring.
• Hunt Group
• Call Vector
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
160
ANI/II-Digits requirements
ANI/II-Digits requirements
Screen title
Hardware
• Vector Directory Number
Requires no hardware other than that required for Basic Call Vectoring.
• Hunt Group
• Call Vector
• Trunk Group
• Vector Routing Tables
Basic Call Vectoring requirements
Screen title
Hardware
• Vector Directory Number
Announcement capabilities require one of the following:
• Hunt Group
• TN2501AP Integrated Announcement circuit packs.
• Call Vector
• Avaya Aura® Media Server hosted announcement.
• Feature-Related System
Parameters
• H.248 Media Gateway VAL source for announcements.
• External announcement facility, that is, analog announcements. Each
analog announcement requires a port on an analog line circuit pack
or on an auxiliary trunk circuit pack.
For more information, see Avaya Aura® Communication Manager
Hardware Description and Reference.
Call Prompting requirements
Screen title
Hardware
• Vector Directory Number
Announcement capabilities require one of the following:
• Hunt Group
• TN2501AP Integrated Announcement circuit packs.
• Call Vector
• Avaya Aura® Media Server hosted announcement.
• H.248 Media Gateway VAL source for announcements.
• External announcement facility, that is, analog announcements. Also,
each analog announcement requires a port on an analog line circuit
pack.
For more information, see Avaya Aura® Communication Manager
Hardware Description and Reference.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
161
Vector management
CINFO requirements
Screen title
Hardware
• Vector Directory Number
Requires no hardware other than that required for Basic Call Vectoring.
• Hunt Group
• Call Vector
• Trunk Group
• Vector Routing Tables
G3V4 Enhanced Vectoring requirements
Screen title
Hardware
• Vector Directory Number
Requires no hardware other than that required for
Basic Call Vectoring.
• Hunt Group
• Call Vector
Holiday Vectoring requirements
Screen title
Hardware
• Holiday Table
No special hardware required for Holiday Vectoring.
• Call Vector
• Vector Directory Number
Look-Ahead Interflow requirements
Screen title
Hardware
• Trunk Group
Existing hardware can be used for Look-Ahead Interflow (LAI) connectivity to the
receiving Communication Manager.
• CPN Prefix Table
Interconnecting facilities must be ISDN-PRI or SIP with no interworking, that is,
call connections that use both ISDN-PRI and non-ISDN-PRI facilities to
complete, for the full capabilities of the feature to be operational.
LAI calls that interwork can interflow successfully
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
162
Network Call Redirection requirements
Screen title
Hardware
LAI calls can connect ISDN-PRI switch-to-switch using private, public, or ISDN
facilities.
Network Call Redirection requirements
Screen title
Hardware
• BSR
No special hardware is required for Network Call Redirection (NCR).
• Trunk Group
• Signaling
• DS1
Variables in Vectors requirements
Screen title
Hardware
• Vector Directory Number
No special hardware is required for Variables in Vectors (VIVs).
• Variables for Vectors Table
VDN variables requirements
Screen title
Hardware
Vector Directory Number
No special hardware is required for VDN variables.
Vectoring (Best Service Routing) requirements
Screen title
Hardware
Singlesite Best Service Routing (BSR)
• Vector Directory Number
No special hardware required for singlesite BSR.
• Call Vector
Multisite BSR
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
163
Vector management
Screen title
Hardware
• Best Service Routing Application
Plan
Multisite BSR requires no special hardware other than ISDN BRI/PRI
or SIP connectivity between switches.
• Vector Directory Number
• Call Vector
• Trunk
Administering Vector Disconnect Timer
Call Vectoring provides a vector disconnect timer, which can be set for a time between 1 and 240
minutes, inclusive. Set Vector Disconnect Timer on the Feature-Related System-Parameters
screen to y. The timer starts when vector processing starts. Once the timer runs out, the call is
dropped. The timer stops when vector processing terminates.
When you set the field to y, queued calls that have are unanswered within the administered time are
dropped.
Changing and testing a vector
About this task
Do not change the vectors that are currently being used to process calls as changes can have
immediate and uncertain effects on call treatment. Instead, write a new vector.
When testing vectors, do not test the entire vector at once, but first divide the vector into portions
and test each portion until the entire vector is tested.
After you test the new vector, change the VDN to point to the new vector.
The following guidelines serve as a general procedure to change and test vectors:
Procedure
1. Check that a current version of the translation data is available.
2. Create a new VDN that points to the new vector.
This VDN, which is temporary, is necessary to test the new vector.
3. Administer the new vector.
Add and test vector commands one command at a time, starting with the first command.
Ensure that each line is correct before proceeding to the next one.
4. Test the new vector with the new VDN.
This ensures that the new vector functions correctly when the vector is installed.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
164
Identifying links to a vector
5. Install the new vector by changing the old VDN’s vector assignment so that the VDNs now
point to the new vector.
Calls being currently processed by the old vector continue to be handled by that vector until
the vector terminates vector processing.
6. Once all the calls are handled, remove the old vector and the VDN that was used for testing.
Identifying links to a vector
More than one VDN always point to a vector. In addition, some vectors are linked to other vectors by
the goto vector command or by the route-to command that points to a VDN. Before you
delete or change a vector, identify all the VDNs and vectors that will be affected.
The list usage vector xxx command displays all the VDNs and vectors that send calls to
vector “xxx”, where “xxx ” is the assigned vector number.
For example, to delete vector 3, enter list usage vector 3 and press Enter to determine what
other elements of the system send calls to vector 3.
The List Usage Report screen appears as follows:
list usage vector 3
Page 1
LIST USAGE REPORT
Used By
Vector
VDN
Vector Number
VDN Number
1
58883
Step 3
VDN 58883 points to vector 3. In addition, step 3 in vector 1 sends calls to vector 3. When you
delete vector 3, change the vector and VDN to point to a different vector, or delete the vector and
VDN.
Finding all occurrences of a digit string
About this task
A single extension or an external phone number can be used for several elements in a complex
vectoring system. When you modify VDNs or vectors, or when you change the phone numbers used
in the system elements using commands, such as route-to or best service routing,
Communication Manager allows you to find a specific digit string.
Procedure
1. The list usage digit-string (1-16 digits) command finds the specified digit
string in vectors, vector routing tables, and BSR plans.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
165
Vector management
The digit string can contain numerals from 0-9 and characters, such as *, #, ~, p, w, W, m,
and s.
For example, to find the system elements that route calls to VDN 53338:
2. Type list usage digit-string 53338 and press Enter.
The system displays the List Usage Report screen.
list usage digit-string 53338
Page 1
LIST USAGE REPORT
Used By
Vector
Vector Number
Vector
Vector Number
Vector
Vector Number
Vector
Vector Number
Best Service Routing Plan Number
Best Service Routing Plan Number
Best Service Routing Plan Number
1
5
18
37
1
2
5
Step 3
Step 8
Step 4
Step 10
Location 1
Location 3
Location 1
Three BSR plans and steps in four different vectors route calls to this VDN. If you delete this
VDN or assign a different extension, you will have to update the extension used by these
system elements.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
166
Chapter 13: Call Vectoring commands
About Avaya Call Center packages
The features required to use vector commands are included in the following Call Center packages:
• Call Center Introductory: Provides the Automatic Call Distribution (ACD) capabilities for a small,
non skill-based call center with up to 50 agents.
• Call Center Elite: Includes Expert Agent Selection (EAS) and advanced Call Vectoring
capabilities.
• Avaya Aura® Call Center Elite: Includes Business Advocate as an entitlement.
Note:
Call Center Deluxe was available for software releases prior to Communication Manager 2.0. An
Introductory package, identical to Call Center Deluxe without Best Service Routing (BSR), was
also available. The Introductory package is now included in the Communication Manager 6.0 or
later.
Most features required to enable vector commands are included in the basic Communication
Manager package. To use the skill options associated with some vector commands, you must
activate the EAS feature. EAS is included in the Call Center Elite package.
Additionally, other vector commands require Avaya Virtual Routing, the marketing name for what is
referred to as MultiSite Best Service Routing (BSR), which activates the Look-Ahead Interflow (LAI)
feature. Commands, such as Auto Attendant which activates Call Prompting, are available with nonCall Center Right-To-Use (RTU) offerings.
Communication Manager options required to enable
vector commands
The following table lists the options required to enable various vector commands, options, and
parameters. (“Basic” refers to the call vectoring basic options)
Command
adjunct routing link
Basic
x
Prompting
Attendant
Other required options
ASAI
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
167
Call Vectoring commands
Command
Basic
Prompting
Attendant
Other required options
announcement
x
busy
x
check best
x
ACD, G3V4 Advanced Routing,
Best Service Routing (BSR)
check split/skill if
<condition>
x
ACD
check split/skill if
rolling-asa
x
ACD, G3V4 Enhanced, G3V4
Advanced Routing
check split/skill if
expected-wait
x
ACD, G3V4 Enhanced, G3V4
Advanced Routing
check best if
expected-wait
x
ACD, G3V4 Enhanced, G3V4
Advanced Routing; BSR
check split/skill if
oldest-call-wait pri
x
ACD, G3V4 Enhanced
check split/skill/
best if wait-improved
x
ACD, G3V4 Advanced Routing,
Best Service Routing
check skill if
available-agents alllevels
x
EAS active
check skill if
available-agents
pref-level
x
EAS active
check skill if
available-agents
pref-range
x
EAS active
x
collect digits
x
collect ced/cdpd
digits
x
consider location
Vectoring (CINFO)
x
ACD, G3V4 Advanced Routing,
Best Service Routing, LookAhead Interflow
LAI is provided with virtual
routing Right To Use (RTU)
consider split/skill
x
converse-on split/
skill
x
converse-on split/
skill passing wait
x
disconnect
x
ACD, G3V4 Advanced Routing,
Best Service Routing
ACD, G3V4 Enhanced, G3V4
Advanced Routing
x
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
168
Communication Manager options required to enable vector commands
Command
Basic
disconnect after
announcement
<extension>
x
goto step/vector if
unconditionally
x
goto step/vector if
<condition> in split/
skill
x
goto step/vector if
digits
Prompting
Attendant
Other required options
x
x
ACD
x
goto step/vector if
time-of-day
x
goto step/vector if
oldest-call-wait pri
x
ACD, G3V4 Enhanced
goto step/vector if
rolling-asa
x
ACD, G3V4 Enhanced, G3V4
Advanced Routing
goto step/vector if
expected-wait
x
ACD, G3V4 Enhanced, G3V4
Advanced Routing
goto step/vector if
expected-wait for
best
x
ACD, G3V4 Enhanced, G3V4
Advanced Routing, Best Service
Routing
goto step/vector if
counted-calls
x
G3V4 Enhanced, G3V4
Advanced Routing
goto step/vector if
ani
x
G3V4 Enhanced, G3V4 ANI/IIDigits Routing
goto step/vector if
ii-digits
x
G3V4 Enhanced, G3V4 ANI/IIDigits Routing
goto step/vector if
wait-improved
x
ACD, G3V4 Advanced Routing,
BSR
goto step/vector if
interflow-qpos
x
ACD; Look-Ahead Interflow (LAI)
goto step/vector if
queue fail
x
goto step/vector if
holiday in/not-in
table
x
messaging split/skill
x
x
messaging split/skill
active/latest
x
x
x
Holiday Vectoring
If G3V4 software has not
been purchased, these
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
169
Call Vectoring commands
Command
commands require the G3V4
maintenance load
Basic
Prompting
Attendant
Other required options
queue-to best
x
ACD, G3V4 Advanced Routing,
Best Service Routing
queue-to split/skill
x
ACD
queue-to attd-group
Attendant Vectoring
queue-to attendant
Attendant Vectoring
queue-to hunt group
Attendant Vectoring
reply-best
x
ACD, G3V4 Advanced Routing,
Best Service Routing, LookAhead Interflow
return
x
Vectoring (3.0 Enhanced)
route-to number
x
route-to digits with
cov y (n)
x
route-to number if
digit
x
route-to number if
unconditionally with
cov y (n)
x
route-to number if
digit with cov y (n)
x
x
route-to number if
unconditionally
x
route-to number if
interflow-qpos
x
ACD, Look-Ahead Interflow
set
x
Vectoring (3.0 Enhanced)
stop
x
x
wait-time <time>
x
x
x
wait-time <time>
hearing <treatment>
x
x
x
wait-time <time>
hearing <extn> then
<treatment2>
x
x
x
x
Vector command description
The following table provides a brief description of each Communication Manager call vectoring
command.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
170
# command
Command
Description
#
To add comments to vectors.
adjunct routing link
To request an adjunct to route a call.
announcement
To connect the caller to a recording.
busy
To connect the caller to a busy tone.
check
To connect or queue calls based on conditions.
collect digits
To prompt the caller for digits.
consider
To retrieve the BSR status data from a local split, skill, or a remote location.
converse-on
To deliver a call to a converse split or skill and to activate a Voice Response Unit
(VRU).
disconnect
To force the call to disconnect after playing an announcement.
goto step and goto
vector
To cause an unconditional or a conditional branch to another step in the vector.
messaging
To prompt the caller to leave a message at a specified extension.
queue-to
To connect or queue a call to:
• The primary split or skill.
• The attendant, the attendant group, or the hunt group with Attendant Vectoring.
• The best resource found by the consider command series.
reply-best
To send the BSR status data to the primary vector. You can use the reply-best
command only in a multisite application.
return
To return vector processing to the step following the goto command after a
subroutine call processing.
route-to
To connect a call to the entered destination using the collect digits
command, to an internal destination, or to an external destination.
set
To perform arithmetic and string operations during vector processing and assign
values to a vector variable or to the digits buffer.
stop
To stop vector processing.
wait-time
To initiate feedback to the caller and to delay processing of the next vector step.
# command
Purpose
The comment (#) command adds comment steps to vectors. The steps are skipped without being
analyzed and vector processing continues with the next step. You can include comments within
vectors for ease of maintenance and troubleshooting.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
171
Call Vectoring commands
Note:
The comment (#) command functions differently from the comment out option of the Esc F6
vector editing function.
Syntax and valid entries
#
A comment command that adds a note with up to 71 characters.
A comment out command that tells a vector step to ignore processing. Use the edit
function, <esc> f6 to insert the command.
Considerations
• Each # command line uses a vector step.
• You can enter up to 71 characters of text after the # character.
• You can have as many blank # commands as the number of available vector steps.
• There is no limit on the number of # command comment steps in a vector. However, the total
number of non-blank comment steps allowed per system is limited as follows:
- Avaya S8300 or Avaya S8400 server: 1,280 steps in 256 vectors.
- Avaya S8800 or Avaya Common server: 40,000 steps in 8,000 vectors.
For more information, see Avaya Aura® Communication Manager System Capacities Table.
• A single comment (#) command is counted as one step.
• More than two consecutive comment (#) commands are counted as one step.
• The comment (#) command steps are not counted toward the 10,000 executed step limit or by
the stepcnt vector variable.
• Call Management System R14 or later supports the comment out capability, that is, adding a
comment (#) after the step number. Attempts to use the comment out capability with prior
releases of Call Management System result in the unsupported step type error.
The following sample System Capacities screen shows the used, available, and system limit values
for non-blank comment (#) commands.
Sample System Capacities screen
display capacity
SYSTEM CAPACITY
CALL COVERAGE
Coverage Answer Groups:
Coverage Paths:
Call Pickup Groups:
Call Records:
CALL VECTORING/CALL PROMPTING
Total Vector Directory Numbers:
Meet-me Conference VDNs per system:
Maximum Number of Expanded Meet-me Conf. Ports:
Total Vectors Per System:
Meet-me Conference vectors per system:
BSR Application-Location Pairs Per System:
Background BSR Poll VDNs:
May 2016
Page
3 of
13
System
Used Available Limit
----------------------0
5
1
-
1000
9994
4999
-
1000
9999
5000
15424
81
1
0
90
1
8
0
19919
1799
300
1910
999
2552
5
20000
1800
300
2000
999
2560
5
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
172
adjunct routing link command
Vector Comment Steps (non-blank):
Policy Routing Tables:
Policy Routing Points:
77
1
1
9923
1999
5999
10000
2000
6000
Operation
You can create the comment (#) command vector steps by typing a pound (#) character in the
command field of a blank vector step. You can enter up to 71 characters as the text parameter to
the comment (#) command. Any combination of alphanumeric visible ASCII characters, including
blanks, is valid.
adjunct routing link command
Purpose
The adjunct routing link command causes a message to be sent to an adjunct requesting
routing instructions.
Syntax and valid entries
adjunct routing
link
1-64 - CTI Link ID
[A-Z, AA-ZZ]
V1-V9
Link capacity is based on your release and configuration. For more information, see Avaya Aura®
Communication Manager System Capacities Table.
Requirements
The following are the requirements for using the adjunct routing link command:
• You must install the Adjunct Switch Application Interface (ASAI) software.
• You must have an Application Enablement Services (AES) port and connect the port to an
ASAI host.
• You must use a valid assigned link number. If the value determined during call processing is
not valid, the adjunct route step is skipped, and a vector event is logged.
Note:
Do not reassign or change the link number administration assignments during system operation.
The adjunct routing link process
The adjunct routing link command provides a means for an adjunct ASAI processor to
specify the destination of a call. Communication Manager provides information in an ASAI route
request message. The ASAI adjunct uses the message to access a database and determines a
route for the call. In a typical application, the ASAI adjunct can use the dialed number, CPN/BN, or
digits collected using Call Prompting or CINFO to access customer information. The adjunct then
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
173
Call Vectoring commands
determines the call route. A maximum of 16 digits collected from the last collect digits
command can be passed.
An adjunct specified in an adjunct routing link command can route a call to an internal
number, an external number, a split, a VDN, an announcement extension, or a specific agent. An
adjunct can also provide priority ringing, priority queuing and specify that a route to an agent be
done as a DAC.
When a call encounters an adjunct routing link command, Communication Manager sends
an ASAI message to the specified adjunct requesting a call route. The following list identifies the
contents of the message:
• Calling number information: The ISDN-PRI or R2-MFC signaling facilities provide the CPN/BN.
If the call originates from a local Communication Manager extension, the extension is the
calling number.
• Originating line information (II-digits): The ISDN-PRI facilities provide a two-digit code to
indicate the type of originating line.
• Called number: Is the originally called extension if a call is forwarded to a VDN, or the first VDN
through which the call is routed if the call is not forwarded to the VDN.
• Routing VDN: Last VDN that routed the call to the vector that contains the adjunct routing
link command.
• Call identifier: An ASAI identifier that permits the ASAI adjunct to track multiple calls using
either event notification or third party call control.
• Look-Ahead Interflow (LAI) information (if any): Includes the original VDN display information,
the priority level of the call at the originating Communication Manager, and the time that the call
entered vector processing.
• Digits collected using Call Prompting (if any): Digits are collected by the most recent collect
digits command. The digits can be CINFO digits, but if so, ASAI does not indicate the type of
digits collected.
• User-to-User Information (if any): Is the ASAI user-provided data associated with the call. If
provided by ASAI, the data is provided in a 3rd-Party-Make-Call, Auto-Dial, or Route-Select
message. If provided over ISDN, the data is in the SETUP message that delivers the call to
Communication Manager.
The wait-time hearing i-silent command is used to allow the adjunct to decide whether to
accept an incoming ISDN-PRI call. When this step is encountered after an adjunct routing
link step, Communication Manager does not return an ISDN PROGress message to the
originating Communication Manager. This is particularly important for Network ISDN features and
for the LAI feature.
If the call is queued, the adjunct routing link step is ignored and vector processing continues
with the next vector step. If the ASAI link specified in the adjunct routing link step is down,
the step is skipped.
An ASAI link failure can change the manner in which the subsequent treatment, that is,
announcement or wait-time steps (if any) in the vector, are processed. In some instances, such
processing is influenced by the position that the treatment steps occupy in the vector. In other
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
174
adjunct routing link command
instances, the positioning of the commands along with their relationship to specific goto commands
come to effect. For example, any announcement or wait-time step that immediately follows an
adjunct routing link step, with its ASAI link down, is skipped.
The second step after the adjunct routing link step is often implemented as a default
treatment, for example, a route-to an attendant. If the ASAI link is down, the default step executes
immediately. Otherwise, the step executes only if the application does not respond with a route
within the time period specified by the wait-time step.
On the other hand, if a goto step follows an adjunct routing link step, Communication
Manager executes the goto step and skips various treatment steps according to their position in the
vector and the conditional determination of the goto step. Specifically, if the goto step succeeds
and the branch is taken, Communication Manager skips the announcement or wait-time step,
which is the first non-goto step branched by the goto step.
Note:
The goto step is designed to branch to a non treatment step, which contains a command other
than a wait-time or an announcement command.
Alternately, if the goto step fails and the branch is not taken, Communication Manager skips the
announcement or wait-time step that immediately follows the goto step, if the application is
down.
Note:
The goto step that fails can be at the end of a sequence of goto steps that branch to each
other.
After Communication Manager sends a route request to the ASAI adjunct, vector processing
continues with the vector steps that follow.
The step that follows the adjunct routing link step, in effect, determines the maximum length
of time Communication Manager waits for the ASAI adjunct to reply with a call route. Accordingly,
you must always include either a wait-time or an announcement step immediately after an
adjunct routing link step. Moreover, Communication Manager cancels the route request if
vector processing encounters a step containing any of the following commands:
• busy
• check split
• collect digits
• converse-on split
• disconnect
• messaging split
• queue-to split
• route-to
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
175
Call Vectoring commands
Multiple adjunct routing steps can follow each other in sequence. Each step activates a separate
adjunct route request. Any intervening vector command (or blank step) between two adjunct
routing link commands cancels any previous route-to requests.
If the server receives a valid call route before one of the vector commands in the previous list is
executed, the server uses a route-select message to route the call to the destination specified by the
adjunct route. If the call route received in invalid, the route request is terminated without affecting
vector processing.
The adjunct can also decide to not route a call by rejecting the route request sent by the server, or
the link/application can go down. Upon receiving a route request rejection, or detection of a link/
application failure, the server terminates the announcement or wait-time step that is being
executed for the call and continues with the next vector step.
When the server receives a call route from the ASAI adjunct, the server first validates the route as
follows:
1. The server verifies if the VDN’s Class of Restriction (COR) permits the call to be terminated
at the adjunct-supplied destination.
2. The server verifies if the adjunct-supplied information, that is, the destination number, ACD
split, and Trunk Access Code (TAC) / Alternate Automatic Routing (AAR) / Automatic Route
Selection (ARS) access code, for the route is valid. This includes checking if the destination
is compatible with the dial plan and that the options specified by the adjunct are correct.
3. If the ASAI adjunct specifies the Direct Agent Call (DAC) option, the destination number, that
is, the agent must be logged in to the adjunct-specified ACD split.
4. If the destination for the call is external, the server verifies if the trunk is available for the call.
If any of the conditions are not met, the route validation fails and the server performs the following
actions:
1. Discards the route.
2. Notifies the ASAI adjunct that the route is invalid.
3. Continues with vector processing.
If the route is valid, the server performs the following actions:
1. Terminates vector processing immediately.
2. Notifies the ASAI adjunct that the route is accepted.
3. Routes the call to the destination specified by the ASAI adjunct.
When the call is routed, the caller hears the normal call progress tones and feedback. However, if
the call is routed to an extension with no available call appearances and no coverage path, the
caller hears a busy tone. Any other features such as Send-All-Calls or Call Forwarding, that can be
in effect at the adjunct-supplied destination interact with the routed call.
Note:
The operation described is similar to that for the route-to with coverage set y commands.
The adjunct routing link command has no interaction with answer supervision.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
176
adjunct routing link command
If adjunct routing is used with ISDN-PRI, an adjunct routing link command followed by a
wait-time hearing silence step signals the originating server that the receiving server has accepted
the call, even though answer supervision has not been provided. To prevent this from occurring, use
the wait-time hearing i-silent command after the adjunct routing link step.
adjunct routing link command feature interactions
For a call made directly to a VDN, the command is treated like a route-to command that has the
with coverage parameter set to y.
Note:
If the Display VDN for Route-to DAC field is enabled for the VDN, the name of the VDN is
displayed at the agent station for a call that is routed through an adjunct.
For a call that is covered to a VDN, the command is treated like a route-to with coverage =
n command. A covered call that is routed by an adjunct routing link command to a
destination that has the Call Forwarding feature activated is not further redirected, since the call has
already been redirected by coverage.
For LAI or Network ISDN features, the adjunct routing link command is treated as a neutral
vector command in all cases. However, the command is usually followed by an announcement or
wait-time command, each of which is a call acceptance command. The G3V4 wait-time
hearing i-silent command can be used when a neutral wait-time command is required to
allow the adjunct to accept or reject the call.
If an announcement command follows a failed adjunct routing link command, the
announcement is interrupted. If the adjunct routing link command succeeds, that is, the
server receives a destination from the ASAI adjunct, the announcement terminates immediately.
If an ASAI adjunct has supplied dial-ahead digits for a collect digits step and the vector
processes a collect ced digits or collect cdpd digits step, the ASAI supplied dialahead digits are discarded with no notification to the adjunct.
If a Touch-Tone Receiver (TTR) is connected to a call because an ASAI adjunct has requested digit
collection and the vector processes a collect ced digits or collect cdpd digits step,
the TTR is disconnected from the call.
adjunct routing link command interactions with CMS
Adjunct routing attempts are stored in the ADJATTEMPTS database item and are reported as
Adjunct Routing Attempts in the standard reports. If the call is queued to a split/skill when the
adjunct routing link command is encountered, the step is skipped and no messages are
sent to Call Management System (CMS). The adjunct routing attempts are not reported for such
calls.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
177
Call Vectoring commands
When the server successfully executes a routing response from the adjunct, the success action is
tracked in the ADJROUTED and ADJROUTTIME database items and is shown as Adjunct Routing
Completions in the standard reports.
Additional tracking of the adjunct routing link command is based on the destination
successfully routed-to and varies as follows.
Routed to station or attendant
Database item
Report heading
OUTFLOWCALLS/
OUTFLOWTIME
Vector flow out
INTIME
Average time in vector
CONNECTCALLS/
CONNECTTIME
Other calls connect
Notes
Answered calls on R5
Routed to trunk
Database item
Report heading
Notes
OUTFLOWCALLS/ OUTFLOWTIME Vector flow out
VDN flow out
INTERFLOWCALLS/
INTERFLOWTIME
VDN flow-interflow
INTIME
Average time in vector
Routed to Vector Directory Number (VDN)
Database item
Report heading
OUTFLOWCALLS/
OUTFLOWTIME
Vector flow out
INTIME
Average time in vector
INFLOWCALLS
Vector flow in VDN flow in
Notes
VDN flow out
New vector new VDN
Routed to split or hunt group
Database item
Report heading
Notes
CALLSOFFERRED
New split
LOWCALLS/MEDCALLS
No priority/priority
The standard reports display information about split/skill calls based on the final disposition of the
call. A calls that is processed by vectors is vector-directed when the adjunct routing link
command is in a vector. When such a call is answered by an agent, the call is tracked as
ACDCALLS/ANSTIME and is reported as ACD calls, split/skill ACD calls, and the Average Speed of
Answer (ASA). A call that is abandoned after the command routes the call to a station or an
attendant is tracked in the VDN tables as ABNCALLS/ABNTIME.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
178
announcement command
adjunct routing link command interactions with BCMS
If the command advances a call to another position, that is, the ASAI routing is successful, the call is
tracked as an OUTFLOW in the VDN report.
announcement command
Purpose
Use the command to play a recorded announcement for the caller.
Syntax and valid entries
announcement
extension number
A-Z, AA-ZZ
V1-V9
Requirements
• You must install an integrated board, an aux trunk, or an analog (Tip and Ring or Lineside
DS1) announcement equipment.
• You must administer and record an announcement.
Basic operation for the announcement command
The announcement is played from the beginning to the end unless an agent becomes available. In
such a case, the announcement is interrupted and if manual answering operation is assigned to the
agent or if calls are delivered to the agent on a manual answering basis, ringback is provided. If the
call is queued, the call remains as such while the announcement is played. Any feedback that is
provided before an announcement, for example, a wait with music or ringback, continues until the
announcement is played.
If the announcement’s queue is full, the call retries the announcement step for an indefinite period of
time before processing any new vector steps.
An announcement are interrupted, if an announcement command follows a failed adjunct
routing link command. If the adjunct routing link command succeeds, that is, the server
receives a destination from the ASAI adjunct, the announcement terminates immediately.
The announcement command step is skipped, and vector processing continues at the next vector
step, whenever any of the following conditions exist:
• Requested announcement is busied out, not available, or not administered
• Integrated board is not installed
• External aux trunk or analog equipment is not attached
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
179
Call Vectoring commands
For a complete description of the types and operation of announcements, see Avaya Aura®
Communication Manager Feature Description and Implementation.
announcement command considerations
• After an announcement is provided, reattach an audible feedback such as music.
• Depending on the type of announcement equipment and how the equipment is administered,
callers can listen to the entire announcement or can interrupt an announcement. When a call is
connected to an announcement, any previous treatment is discontinued.
• When an announcement starts, the caller waits in an announcement queue if the
announcement is not ready to play. Callers hear the previously established call treatment until
the announcement starts. If the announcement queue is full, vector processing retries the
announcement command indefinitely.
Important:
If an integrated announcement board is in use and the requested announcement is not
administered or recorded, vector processing skips the announcement command and
continues with the next vector command.
• If the call is in a split or skill queue, the call remains in queue while the announcement plays. If
the call is still in queue after the announcement ends, the caller hears silence until another
announcement command, a wait hearing ringback command, or a wait hearing
music command is processed. If the call connects to a station while the announcement is
playing, the announcement stops and the caller hears ringback.
• When the announcement completes and is disconnected, the caller hears silence until either a
vector step with alternate treatment is processed or the call reaches an agent station.
Delay announcements
The follow example shows a vector step that uses a delay announcement:
Delay announcement
announcement 2556 [All our agents are busy. Please hold.]
If the caller remains on hold, a supplementary delay announcement similar to the following example
can be used.
Follow-up delay announcement
announcement 2557 [Thanks for holding. All our agents are still busy. Please hold.]
Tip:
A delay announcement is usually coupled with a delay step that is provided by the wait-time
command.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
180
announcement command
Forced announcements
When heavy call traffic is expected due to a major event, such as a widespread service problem
being addressed, a call center can provide a forced announcement. Forced announcements are
followed by a disconnect command.
The following example shows a forced announcement that can be inserted into a vector to address
such situations.
Forced announcement example
disconnect after 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.”]
Information announcements
In some cases, callers can be provided with an information announcement that addresses the
queries without further interaction. An example information announcement is shown below.
Information announcement example
disconnect after announcement 2918 [“Today has been declared a snow day. Please report
for work tomorrow at 8 A.M.”]
Recording announcements
To create an integrated announcement or music recording that resides in Voice Announcement over
LAN (VAL) boards, virtual VAL sources in media gateways, or Avaya Aura® Media Server, use a
system telephone, create .wav files using a local computer, or an announcement recorded at a
professional recording studio.
Recording announcements using .wav files
Using .wav files for recording provides the best quality, flexibility and reliability.
• Use a computer recording application, such as Microsoft Sound Recorder to create a CCITT mLaw (for U.S.) or A-Law, 8 KHz, 8-bit mono format .wav file.
• Use a file name with up to 27 characters without blanks.
• Transfer the file to the VAL announcement source using FTP. You can also use System
Manager. If you are using Avaya Aura® Media Server-based announcement sources, you must
use the System Manager announcement manager interface to transfer the files.
• Administer the .wav file name to an announcement extension on the Announcement/Audio
Sources screen.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
181
Call Vectoring commands
Recording announcements using a telephone
You can record announcements already defined on the Announcement/Audio Sources screen
directly to the VAL source assigned to the announcement extension.
• Using a Communication Manager system telephone with a console Class of Service (COS),
dial the assigned announcement access Facility Access Codes (FACs).
• For the best quality and functionality, use a DCP or IP phone.
• With a DCP or IP phone, use the “#” button to stop the recording without introducing a click and
dropping the recording session. With an analog phone, softly depress the switch hook to end
the recording.
Note:
You cannot use a telephone to record an announcement with an audio group assignment.
For VAL announcements use FTP and for Avaya Aura® Media Server-based
announcements use System Manager to move each prerecorded file to each of the
sources defined for the audio group.
• Get the best audio quality by using a DCP phone directly connected to the same gateway that
contains the VAL source or in the same port network multi-connect grouping.
• Do not use remote or branch phone connections that route over Inter-Gateway Alternate
Routing (IGAR)-supported facilities because the beginning portion of the announcement can
get clipped and not recorded.
Announcement recording tips for high traffic volume applications
When setting announcement recordings for high traffic volume applications:
• Ensure that the announcement extensions are defined with queuing enabled. Set the Q field
on the Announcements/Audio Sources screen to y.
• Use the integrated announcement boards for better performance. The TN2501 Voice
Announcement over Local Area Network (VAL) boards have the highest capacity. These
boards consist of 31 play ports and 60 minutes of storage using up to 256 announcement files.
• Use short announcements. Long announcements delay further processing and hold up
resources for a long time.
• When recording announcements for collecting digits, play the longer part of the announcement
using an announcement command. Define the specific instructions for dialing in the
announcement for the collect digits command. Minimize the use of variable-digit collection and
intermediary announcements. These tips reduce holding up the digit-collection resources.
• Spread heavy use announcements over multiple boards. If announcements for different
applications are mixed on the same board, do not mix announcements for applications that
have coincident peak periods.
• Use locally-sourced music and announcements to reduce the use of bandwidth and VoIP
resources in IP-connected configurations. This feature also provides backup for announcement
source failures in all configurations.
For more information, see Administering Avaya Aura® Call Center Elite.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
182
announcement command
• Use repeating announcements only with the expanded wait-time xx secs hearing
ann_extn then [music, ringback, silence or continue] command. The ann_extn for
the wait step timing puts a limit on how long the call is processed by the vector step.
Note:
The use of repeating announcements, such as integ-rep and integ-mus, in the
announcement steps or collect digits steps can halt processing of the subsequent vector
steps as repeating announcements are non-ending announcements.
Considerations for DTMF transfer and connect applications
• Record the announcement using an analog telephone or a good quality DTMF touch-tone
keypad that has a direct electrical connection.
• Do not exceed 6.25 digits per second when generating the DTMF digits that are recorded.
• For DTMF signaling to the network, the Call Center/PBX DTMF generation must send DTMF
tones with a minimum of 80 milliseconds (ms) of digit duration and 80 ms of inter-digit silence,
and include a pause of a minimum of 350 ms between the *8 and the redirection number. The
lower and upper bounds are 300 ms - 11 seconds.
• Minimize the recording of noise or periods of silence.
You cannot record DTMF tones using IP phones or record H.248 Media Gateway Virtual Voice
Announcement over LAN (VVAL) announcement sources using any type of telephone. Instead, you
must choose any of the following:
• Record DTMF to port network TN2501 VAL boards using an analog telephone connected to
the same port network. You can transfer the created wave files to H.248 Media Gateway VVAL
or Avaya Aura® Media Server sources.
• Record the DTMF tones using a commercially-available personal computer software tool such
as Vox Studio. You can transfer the saved wave file to the desired Media Gateways.
Answer supervision considerations
Unless answer supervision has already been sent, it is sent as soon as the command starts to
process the call (even before the announcement starts).
announcement command feature interactions
For Look-Ahead Interflow, the announcement command is treated as a call acceptance vector
command or a neutral vector command.
The command is treated as a call acceptance vector command when one of the following is true:
• The announcement is available.
• The call is queued for an announcement.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
183
Call Vectoring commands
• The announcement is retried.
The command is treated as a neutral vector command when the announcement is unavailable.
Announcement command interactions with CMS/BCMS
CMS and BCMS do not track announcement commands.
busy command
Purpose
Use the busy command to terminate vector processing after playing a busy signal.
Syntax
busy
Terminates vector processing after playing a busy signal
Operation
The caller hears a busy tone and vector processing terminates. An exception to this operation
occurs on Central Office (CO) trunks where answer supervision has not been sent. Callers on such
trunks do not hear the busy tone from Communication Manager. Instead, the callers continue to
hear ringback from the CO. The busy command eventually times out and drops the call after 45
seconds. With ISDN PRI, busy tone can be provided from the network switch.
Use a busy tone to process a call that arrives at a time when there are a large number of calls
queued in the main split or when the call center is out of service or closed.
busy command example
1.
2.
3.
4.
5.
6.
goto step 6 if calls-queued in split 1 pri h > 30
queue-to split 1 pri h
announcement 4000
wait-time 2 seconds hearing music
stop
busy
In the example, the goto command in step 1 sends call control to the busy command in step 6 if
the conditions are met. Specifically, if the number of calls queued at a high priority is greater than
30, the busy command is executed.
Answer supervision considerations for the busy command
After the 45 second timeout, an unanswered CO trunk call is answered and then dropped. All other
unanswered calls after this timeout are dropped without being answered. For a call that has not yet
queued or been answered, no timeout occurs, and answer supervision is not sent. Instead, a
message requesting a busy tone is sent to the network and, subsequently, the trunk is released.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
184
check command
busy command feature interactions
For LAI or BSR, the busy command is treated as a call denial vector command in all cases.
busy command interactions with CMS
busy command
Database item
Report heading
BUSYCALLS/BUSYTIME
Calls Forced Busy Calls Busy/Disc
OTHERCALLS/OTHERTIME
Inbound Other Calls
INTIME
Avg Time In Vector
BUSYTIME, OTHERTIME, and INTIME for splits and vectors are tracked according to when the
busy tone starts. BUSYTIME, OTHERTIME and INTIME for VDNs are tracked according to when
the trunk idles.
busy command interactions with BCMS
BCMS tracks calls that are busied out due to the busy command as OTHER in the VDN report.
check command
Purpose
Checks the status of a split or skill to deliver the call to the split or skill.
Syntax and valid entries
Note:
The maximum limit is less on some platforms. Use the help key for your switch administration
software to determine the applicable limit for your system.
check
best
if
expected wait
< 1-9999 seconds
unconditionally
wait improved
skill
hunt group
pri: l=low,
skills for
m=medium,
VDN:1st, 2nd, h=high, or t=top
or 3rd
> 0-9999 seconds
if
available-agents >
0-1499
all-levels
pref-level skill level 1
[Skill levels are 1-16
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
185
Call Vectoring commands
(1 is best, 16 is
lowest). Skill level 2
must be greater than
or equal to skill level
1.]
pref-range skill level 1
to skill level 2
skill
split
hunt group
skills for
VDN: 1st,
2nd, or 3rd
pri: l=low,
m=medium,
h=high, or t=top
if
calls-queued < 1-999
expected-wait < 1-9999 seconds
oldest-call-wait < 1-999 seconds
hunt group
rolling-asa <1-999 seconds
staffed-agents > 0-1499
wait-improved > 0-9999 seconds
unconditionally
split
hunt group
pri: l=low,
m=medium,
h=high, or t=top
if
available-agents > 0-1499
Operation
Use the check command to check the status of a split or skill against the conditions that you specify
in the command. If the conditions specified in the command are met, the call is delivered to the split
or skill. If the conditions are met, but no agents are available, the call is queued to the split or skill
waiting for an agent to become available.
You can use each check command with one of the following parameters:
• split
• skill
• best
To use the check split or skill command, you must specify the split or skill that you want to
check. The check best command checks the status of the best split or skill identified by the
immediately preceding series of consider steps and delivers or queues the call to the split or skill.
You do not have to specify the split or skill in check best commands as Communication Manager
compares many skills and identifies the best in the preceding series of consider steps.
You can customize the command to check for or respond to specific conditions. For example, you
can specify the check command to put calls in a queue or deliver calls unconditionally. You can use
the command to put calls in a queue or deliver calls if any of the following is true:
• Number of available agents is greater than the threshold value.
• Number of staffed agents is greater than the threshold value.
• Number of calls queued for a specified priority level or higher is less than the threshold value.
• Oldest call waiting in a queue at the specified priority level or higher is waiting less than the
threshold value, which is expressed in seconds.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
186
check command
• Rolling Average Speed of Answer (ASA), which is expressed in seconds, is less than the
threshold value.
• Expected Wait Time (EWT), which is expressed in seconds, is less than the threshold value.
• EWT is improved by more than the threshold value by queuing the call to the specified split or
skill. EWT in the specified split or skill is compared to the current EWT of the call . The EWT of
a call is infinite if the call is not in a queue.
A call can be queued simultaneously to up to three splits or skills. A call remains queued until vector
processing terminates, using a successful disconnect, busy, or route-to command, or using
an abandoned call. The call is routed to another VDN, by a route-to number or route-to
digits command, or the call reaches an agent. When an agent becomes available in a split or skill
to which the call is queued, the following actions take place:
1. Call begins to ring.
2. Communication Manager removes the call from the queue when an agent answers the call.
3. Vector processing terminates.
If the desired backup split or skill is one of the splits or skills to which the call is already queued, the
call is re-queued at a new priority level, provided the command conditions are met. The step is
skipped and vector processing continues at the next step if any of the following conditions is true:
• Command conditions are not met.
• Queue of the split or skill is full.
• Desired split or skill has no queue and no available agents.
• Desired split or skill is not vector-controlled.
• Call is already queued to the split or skill at the specified priority level.
• Call has been previously queued to three different splits or skills.
A route-to command to another VDN can be used to remove a queued call from the splits or
skills. The steps in the routed-to vector can then be used to queue the call to other splits or skills.
The check skill command can further have a skill level preference parameter. The skill level
preference parameter can be a skill level or a range of skill levels. With the option, you can choose
to route calls to an available agent with the specified skill level. Skill level preference is applied
under the following conditions:
• Agents with the specified skill must be available, otherwise, the step is skipped and vector
processing continues at the next step.
• The administered skill must be of type EAD-MIA or EAD-LOA.
• If agents with the specified skill level are unavailable, the call is routed to an available agent
with the specified skill.
check split command
This command conditionally checks the status of a split for possible termination of the call to that
split. The command either connects the call to an agent in the split or puts the call into the split’s
queue at the specified priority level if the condition specified as part of the command is met.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
187
Call Vectoring commands
The check split command is almost identical to the queue-to split command.
check skill for available agents with level preference
This form of the check command checks a skill for available agents with a preferred skill level or
preferred skill level range for possible termination of the call to the particular skill when there is more
than one available agent to choose from. The command attempts to route the call to an agent with
the specified skill level in the skill.
Under agent surplus conditions, the skill level preference parameter on the check skill
vectoring command allows you, for instance, to indicate a preference to route high-value and
critical calls to the best agents or a preference to route low value calls to trainees or novice agents.
Following is the syntax for this command:
check
skill
hunt
group:
1st, 2nd,
or 3rd
pri l = low,
m=
medium, h
= high, or t
= top
if
availableagents >
all-levels
pref-level
skill level 1
0-1499
pref-range
skill
level 1
to
skill
level 2
If you select the pref-level parameter, the system displays only the Skill Level 1 field, in which you
can enter a skill value between 1 and 16. If you select pref-range, the system displays two fields,
Skill Level 1 and Skill Level 2. Using these two fields, you can enter a range of preference levels,
such as 5 (Skill Level 1) to 13 (Skill Level 2). The values in both these fields need to be between 1
and 16. The number in Skill Level 2 field needs to be greater than or equal to the number you enter
in the Skill Level 1 field.
Valid entries
Usage
skill
Skill level preference options are only available for the check skill version of
the command, not for check split or check best.
if available-agents > 0 or
greater
This option ensures that the skill level preference is applied only in agent
surplus conditions.
all-levels
The system ignores the skill level of the agent. This is the default value.
pref-level
The system displays the Skill Level 1 field in which you can enter a skill level
value for the agent from 1 to 16. Preference level of 1 is the best skill while
16 is the least.
pref-range
The system displays two fields, Skill Level 1 and Skill Level 2. Using these
two fields, you can enter a range of preference levels, such as 5 (Skill Level
1) to 13 (Skill Level 2). The values in both these fields need to be between 1
and 16. The number in Skill Level 2 field needs to be equal to or greater
than the number you enter in the Skill Level 1 field.
The following sample check skill vector command illustrates the use of skill level preference:
check skill 5 pri h if available-agents > 0 pref-range 1 to 3
queue-to skill 17 pri t
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
188
check command
You must always have a queue command following the check command for the case where the
available-agents conditional fails. This way the call will queue to the skill for service when the agent
becomes available.
In this example, the vector checks for an available agent with skill 5 and one of the preferred skill
levels, 1, 2, or 3. If there is one, the call is routed to that agent. If there is an available agent with
skill 5 but not with one of the preferred skill levels, the call is routed to that agent. Otherwise, the
next vector step executes and queues the call to skill 17.
Answer supervision considerations for the check command
Since the check command merely checks the status of a split/skill, no answer supervision is
returned to the serving Central Office (CO).
check command feature interactions
You can use the check command to access a messaging-system, a message center, or a server
split or skill in cases where a VDN is assigned as a coverage point. To enable this function, you
must assign the split or skill as a vector-controlled hunt group.
For BSR and LAI, the check command can be treated either as a call acceptance vector command
or a neutral vector command.
The check command is treated as a call acceptance vector command if one of the following
conditions is true:
• Call terminates to an agent.
• Call queues to a split or skill.
• BSR interflowed call is accepted at remote interflow vector.
The command is treated as a neutral vector command when the call neither terminates nor queues.
No Class of Restriction (COR) checking is carried out when a check step places a call to a split or
skill.
The oldest-call-waiting condition checks the priority level “l” (low).
check command interactions with CMS
Calls answered using the check command are indicated as answered by backup in CMS.
Calls queued using a check split/skill command are tracked as CALLSOFFERRED and
LOWCALLS/MEDCALLS/HIGHCALLS/TOPCALLS.
The presence of the command in a vector enables the calls serviced by the vector to be vectordirected. When such a call is answered by an agent, the call is tracked as ACDCALLS/ANSTIME,
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
189
Call Vectoring commands
and it is reported as ACD Calls, Split/Skill ACD Calls, and Avg Speed Ans. If the call is also queued
to other splits/skills, OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split/skill to which the
call queues, and Flow Out is reported (unless the split/skill turns out to be the answering split/skill).
DEQUECALLS/DEQUETIME is tracked in the second and third splits/skills if these splits/skills are
not the answering split/skill, and the call is reported as Dequeued Calls and Dequeued Avg Queue
Time. However, if the second or third split/skill is the answering split/skill, INFLOWCALLS is tracked
in the split/skill, and the call is reported as Flow In.
Whenever the call is answered in a split/skill accessed by the check split/skill command, the
BACKUPCALLS data base item is incremented, and the call is reported as Calls Ans in Backup and
Calls Handled/Backup. The Calls Ans in Main report item is calculated by using the algorithm
ACDCALLS - BACKUPCALLS.
If the call abandons after the command queues the call to a split/skill, ABNCALLS/ABNTIME is
tracked for the vector, the VDN, and the first split/skill to which the call is queued. The call is
reported as Aban Call and Avg Aban Time. If the call is also queued to other splits/skills,
DEQUECALLS/DEQUETIME is tracked in these splits/skills, and the call is reported as Dequeued
Calls and Dequeued Avg Queue Time.
BSR status poll calls are not counted as interflows. BSR interflows are now tracked as network
interflowed calls (NETCALLS) by the CMS at the receiving switch. The CMS tracks a call’s
accumulated time-in-VDN as NETINTIME (that is, the NET_TIME value on the CMS at switch C
combines the time a call has spent in VDNs at any previous locations, as communicated by
information forwarding. The NETINTIME can be added to the time spent in the local switch to
provide reports that include the total time the call has spent in the call center network (e.g., total
ASA).
For more information about CMS database items and reports, see Avaya Call Management System
Database Items and Calculations and Avaya Call Management System Supervisor Reports.
check command interactions with BCMS
The total number of calls that are queued to a VDN with the check command, and then answered
by an agent within a specified time period are tracked as ACD calls in the VDN report. The average
time that calls spend in a vector before being connected with the command as ACD calls to an
agent is tracked as AVG SPEED ANS in the same report.
There is no added tracking for calls interflowed by BSR. BCMS tracks the calls as outflow in the
VDN report.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
190
collect digits command
collect digits command
Purpose
Use the collect digits command so that the caller can enter up to 16 digits from a touchtone or
an internal rotary phone. Use the command also so that the vector can retrieve Caller Information
Forwarding (CINFO) digits from the network.
Syntax and valid entries
collect
digits
ced
for none or [A-Z, AA-ZZ]
cdpd
1-16
after
announcement
extension number. none,
A-Z, AA-ZZ, or V1-V9
for none or [A-Z, AA-ZZ]
Requirements
The Avaya Call Center Deluxe package or Avaya Call Center Elite package must be installed. The
command is also available with the Automated Attendant Right To Use (RTU).
You must use a minimum of one TN744 Call Classifier circuit pack or TN2182 Tone Clock circuit
pack to collect digits from a caller. You must use these packs unless you use the command to
collect digits returned by a Voice Response Unit (VRU) or the digits sent by the network.
Use the Vectoring (CINFO) feature to collect Caller-Entered Digits (CED) or Customer Database
Provided Digits (CDPD) from the ISDN or AT&T network Intelligent Call Processing (ICP) service or
equivalent.
Operation
The collect digits command has two modes of operation:
• Collecting digits
• Collecting CINFO digits
Collecting digits
You can use the collect digits command so that a caller can enter digits from a touchtone or
an internal rotary phone. You can also use an announcement to prompt the caller to enter the digits.
If the caller enters incorrect data, you can administer an announcement to prompt the caller to enter
an asterisk (*). When the caller enters an asterisk, the system deletes the digits collected for the
current collect digits command and restarts the digit collection.
Note:
You can set the Reverse Star/Pound Digit For Collect Step field to y on the Parameters page
of the Feature-Related System Parameters screen. You can set this field to y to reverse the
usual handling of the asterisk (*) and pound (#) digits by the collect digits vector
command. When you set the field to y, the system interprets the asterisk (*) as a caller end-ofdialing indicator. The system also interprets the pound (#) sign as an indiction to clear all
previously entered digits for the current collect vector step.
Specify the maximum number of digits that the system can accept from a caller. If the caller enters
fewer digits than the administered limit, use an announcement command to prompt the caller to
enter a pound (#) sign as an end-of-dialing indicator. If the caller fails to enter the pound (#) sign, an
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
191
Call Vectoring commands
interdigit time out occurs. The time out ends the collect digits command and the digits
collected before the time out are available for subsequent vector processing. If all the digits strings
for all the variations of a specific collect digits command are ended with the pound (#) sign,
the system counts the pound (#) sign as a digit. Therefore, the number of digits collected must
include any # to be collected. Otherwise, the terminating # is kept as a dial-ahead digit and is
processed by a subsequent collect digits command.
Processing of the command requires that a Touch-Tone Receiver (TTR) be connected. If the call
originates from an internal rotary phone, no TTR is required. TTRs accept the touchtone digits that
the caller enters. The system automatically connects the TTRs.
The connection of the announcement prompt is skipped and digit collection begins when one of the
following conditions is true:
• Dial-ahead digits exist.
• No announcement is administered for the collect digits step.
• Announcement administered for the collect digits step does not exist.
Otherwise, an attempt is made to connect to the administered announcement. If the announcement
to be connected is busy and if the queue for the announcement is full, or if no queue is available, the
calling party continues to hear the current feedback. The system waits 5 seconds and tries to
reconnect the call to the announcement. This process continues until the call is successfully queued
or connected to the announcement, or until the calling party disconnects from the call. If the queue
for the announcement is not full, the call is queued for the announcement.
If the announcement to be connected is available, either initially or after queuing, or after a system
retry, any previous feedback is disconnected and the calling party is connected to the
announcement.
While the announcement is playing, or while the call is being queued for an announcement, the
caller can enter digits at anytime. This causes the announcement to be disconnected or removed
from the queue and the digit collection phase to begin. If the caller does not enter any digits during
the announcement, digit collection begins when the announcement completes.
The interdigit timer starts with digit collection unless the TTR is already in the timing mode, that is,
the dial-ahead capability is active and the TTR is not disconnected.
Digits are collected as dialed digits for the current collect digits command or as dial-ahead
digits dialed because of a previous collect digits command for the next collect digits
command. Digit collection continues for the current command until one of the following conditions
exists:
• Maximum specified digits are collected.
• Pound (#) sign is collected.
• Inter-digit timer expires.
The interdigit timer is used for the digit entry time out and is set to 10 seconds by default. However,
the timer can be set to a value between 2 to 10 seconds using the Prompting Timeout field on the
Feature-Related System Parameters screen.
Caution:
Avaya recommends that you do not set the timeout to less than 4 seconds except in special
cases. If the timeout is set to less than 4 seconds the short timeout can cause the caller to miss
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
192
collect digits command
entering the next digit in a sequence. The caller can miss entering the next digit if unaware that
the caller must enter the digits quickly. The setting of this timer is systemwide and affects digit
entry for ALL collect digits steps in all vectors.
During digit collection, if the system encounters an asterisk (*), all digits collected for the current
collect digits step are discarded. If additional dial-ahead digits occur after the asterisk (*), the digits
continue to be processed. If no such digits exist and if no TTR is connected, vectoring continues at
the next vector step. If a TTR is connected, the caller can start entering digits again. In such a case,
the announcement is not replayed and the interdigit timer is restarted.
Note:
If an asterisk is entered after the requested number of digits are entered, the asterisk has no
effect on the previously entered digits. However, in such a case, the asterisk is treated as a dialahead digit for the next collect digits command.
When digit collection is completed and if a TTR is connected for a touchtone phone, the interdigit
timer is restarted to detect a time out for releasing the TTR. Vector processing then continues at the
next vector step. However, Communication Manager continues to collect any subsequent dialed
digits, including the pound (#) sign and asterisk (*) digits, to allow the dial-ahead capability. The
additional dial-ahead digits are saved for subsequent collect digits commands providing the
caller with a means to bypass subsequent unwanted announcement prompts. A single pound (#)
sign can be collected and tested by subsequent route-to...if digits or goto...if
digits commands. Alternately, any collected digits from callers or CINFO can be passed to a host
with an ASAI or forwarded to another site with the Information Forwarding feature enabled.
Collection of dial-ahead digits continues until one of the following occurs:
• Vector processing stops or is ended.
• The sum of the digits collected for the current collect digits command and the dial-ahead
digits exceeds the Communication Manager storage limit of 24. Any additional dialed digits are
discarded until storage is freed up by a subsequent collect digits command.
Note:
Any asterisk (*) or pound (#) sign count towards the 24-digit limit, as do any dial-ahead
digits entered after the asterisk or pound sign digit.
• The TTR required by the touchtone phone user to collect digits is disconnected. This process
occurs under the following conditions:
- Successful or unsuccessful route-to number step is encountered during vector
processing except where the number routed to is a VDN extension.
- Successful or unsuccessful route-to digits step is encountered during vector
processing except where the number routed to is a VDN extension.
- Successful or unsuccessful adjunct routing link step is encountered during vector
processing.
- Successful or unsuccessful converse-on step is encountered during vector processing.
- 10 second time out occurs, during which time the caller does not dial any digits, asterisks (*)
or pound signs (#)
- A collect ced/cdpd digits step is processed.
When the TTR is disconnected due to a route-to number, route-to digits, converse-on,
or an adjunct routing link step, all dial-ahead digits are discarded, that is, following a failed
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
193
Call Vectoring commands
route-to, converse-on or adjunct routing link step, a subsequent collect digits
step always requires the caller to enter digits.
Dial-ahead digits are available for use only by subsequent collect digits commands. The
digits are not used by other vector commands that operate on digits, for example, route-to
digits, or goto...if digits. In addition, the digits are not displayed as part of the callr-info
button operation until the digits are collected with a collect digits command.
Collecting CINFO digits:
With collect digits step, you can collect the CINFO digits from the network. When a collect
ced or cdpd digits step is processed, the system retrieves the first 16 ced or cdpd digits from
the ISDN User Entered CODE (UEC) Information Element (IE) that is associated with the call. The
command puts the digits in the collected digits buffer. All existing digits in the collected digits buffer
are erased. If a TTR is connected to the call from a previous collect digits step, the TTR is
disconnected.
If the ced or cdpd digits contain invalid digits, that is not 0-9, *, or #, the digits are not put in the
collected digits buffer. However, the collected digits buffer is still cleared and if a TTR is attached,
the TTR is disconnected.
If no ced or cdpd digits are received from the network when the collect ced digits or collect cdpd
digits step is reached, the step is skipped. However, the collected digits buffer is still cleared and if a
TTR is attached, the TTR is disconnected.
An asterisk (*) in the collected digits is treated as a delete character. Only the digits to the right of
the * are collected. A # is treated as a terminating character. Only the # and the digits to the left of
the # are collected. A single # is put in the collected digits buffer.
The number of ced or cdpd digits to collect cannot be specified in the collect digits step. If
less than digits are present, all digits are collected. If more than 16 digits are present, the first 16
digits are collected and a vector event is generated. The CINFO ced and cdpd digits can be used
with any vector step that uses the digits in the collected digits buffer. When ced or cdpd digits are
collected, the digits can be viewed either on a two-line display or by using callr-info.
Answer supervision considerations with the collect digits
command
Answer supervision is provided as soon as a TTR is connected. The collect digits command
always provides answer supervision to an incoming trunk if supervision has not been previously
provided except that a collect ced/cdpd digits step does not return answer supervision.
collect digits command feature interactions
For BSR and LAI, the collect digits command is treated as a call acceptance vector command
except for the collect ced digits and the collect cdpd digits commands which are
neutral.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
194
consider command
collect digits command interactions with CMS/BCMS
Processing of the collect digits step causes the collected digits to be passed to the Call
Management System (CMS). Digits are not passed to the Basic Call Management System (BCMS).
consider command
Purpose
The consider command defines a resource, skill, or location, that is checked as part of a Best
Service Routing (BSR) consider series. You can use the command to retrieve the BSR status data
for resource comparison. After executing the consider series, a queue-to best or check best
command queues the call to the best resource.
If the consider command is in a status poll vector, a reply-best step returns the BSR status
data to the primary vector on the origin Communication Manager.
Syntax and valid entries
consider
location (multisite BSR
only)
1-255, A-Z, AA-ZZ, V1-V9
(Skill) hunt group skills
for VDN: 1st, 2nd, or
3rd
pri: l=low, m=medium, h=high, or
t=top
adjust by 0-100 percent,
A-Z, AA-ZZ, or V1-V9
(Split) hunt group
Requirements
For Communication Manager requirements, see Avaya Aura® Call Center Elite Feature Reference.
Operation
In order to deliver a call to the resource that can provide the best service, the consider command
collects and compares information. Whether you use singlesite BSR, multisite BSR, or both,
consider steps work very much the same.
Each consider command collects status data from one split or skill. Splits or skills on the same
Communication Manager are identified by number. Remote locations must be identified by a
location number assigned on the BSR Application screen. For more information, see Avaya Aura®
Call Center Elite Feature Reference.
Consider commands are written in a series of more than two steps called a consider series. The
first step in a consider series collects status data from a resource and saves the data to a buffer.
The next consider step collects status data on the assigned split or skill and compares the new data
to the data in the buffer. If the existing data in the buffer indicates that the first split or skill can
provide better service to the call, the data for the first split or skill remains in the buffer as the best
data. If the second split or skill can provide better service to the call, the status data replaces the
data already in the buffer. Each subsequent step works in the same way, collecting data from one
resource, comparing the data to the best data found up to that point and replacing the best data only
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
195
Call Vectoring commands
if the resource tested by the current step can provide better service to the caller. This series ends
when a queue-to best, or check-best command delivers or queues the call, or when a
reply-best command returns the best resource data to a primary vector on the origin
Communication Manager.
The first consider step in a series shortens the Call Vectoring 15-step time out from 1.0 to 0.2
seconds. The time out is shortened for BSR vectors only, that is, vectors that use the consider
series, in order to reduce real-time delays for call processing and to reduce the incidence of race
conditions in multisite BSR applications.
User adjustments
In single and multisite BSR, you can use the adjust-by parameter of the consider command to
program preferences into vectors.
If a resource does not have an available agent when the consider step tests the resource, the
consider step collects the Expected Wait Time (EWT) if the call is to be queued to the resource.
You can adjust the EWT value, for purpose of calculation only, by assigning a value of 0-100 in the
user adjustment. The units of this value are supplied by Communication Manager based on the
conditions whenever the consider step executes.
For example, in the command consider split 1 pri h adjust-by 20, Communication
Manager interprets “adjust-by 20” to mean “add 20 percent to the EWT, but add at the minimum 20
seconds”. For EWT of 1-100 seconds, an adjustment of 20 adds 20 seconds. Above 100 seconds,
the same adjustment adds 20 percent to the EWT for the split or skill specified in the consider
step.
Important:
If the user adjustment are defined as a number of seconds, BSR is not be efficient when EWT is
high. If the user adjustment is defined as a percentage, BSR is not efficient when EWT is low.
Such efficiencies become critical in multisite BSR applications, which involve issues of trunk
cost and capacity.
Events that clear best data
User adjustments also apply to available agent situations (with a strategy other than first found) in a
manner that is similar to Expected Wait Time (EWT). For more information, see Avaya Aura® Call
Center Elite Feature Reference.
As the steps in a consider series execute, the status data for the best resource found is kept in a
buffer. This best data is unaffected by some call processing events and vector commands, while
other events and commands initialize (clear) this buffer. The following table shows you what
initializes the best data buffer and what does not.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
196
consider command
Initialization of BSR best data
Events and vector commands that clear best data
Events and vector commands that do not clear
best data
Execution of any queue-to or check command
Converse command
Vector processing terminates:
Announcement command
•
•
•
•
•
•
•
•
•
Collect Digits command
reply-best command executes
agent answers
successful route-to command
successful adjunct routing link command
successful messaging split/skill command
vector disconnect timeout
disconnect command
busy command
vector processing reaches last step without call in
queue
Unsuccessful execution of a messaging split/
skill command
Unsuccessful adjunct routing link command
Goto step/vector with any conditional
Wait command (with any feedback)
Unsuccessful route-to command
Vector processing reaches last step while call is still
in queue
Execution of a consider step (this will either
replace the current best data with new data or
leave the current data untouched)
consider command considerations
• Do not use a consider series in vector loops.
• Do not use any commands between the steps of a consider sequence that can cause a
delay. For example, do not use the announcement and wait commands within a consider
sequence. You can use the goto command steps.
• Arrange the consider steps in the order of preference.
A consider step that tests the main or preferred resource must be first in the series. The
second consider step must test the resource that is the second preference for handling the
given call type. To prevent unnecessary interflows, use the consider steps for local
resources before steps that check remote resources. Arrange the consider steps in the order
of preference. This is especially important when the active VDN for the call uses the 1stfound agent strategy, since Communication Manager delivers the call to the first available
agent found. Arranging consider steps in the order of preference ensures call delivery to the
best available resource.
Answer supervision considerations for the consider command
All forms of the consider command are ISDN neutral and do not return answer supervision.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
197
Call Vectoring commands
consider command feature interactions
Splits used in the consider commands must be vector-controlled.
consider command interactions with CMS/BCMS
BCMS does not log Look-Ahead Interflow (LAI) attempts. Therefore, it does not log BSR status polls
since these are LAI attempts.
converse-on command
Syntax and valid entries
converse-on
(Skill) hunt group
skills for VDN:
1st, 2nd, or 3rd
(Split) hunt group
pri: l=low,
m=medium,
h=high, or
t=top
passing
6-digit string, and
*, #, ani, vdn,
digits, qpos,
wait, [A-Z,
AA-ZZ], V1V9
6-digit string, *,
#, ani, vdn,
digits, qpos,
wait, [A-Z, AAZZ], V1-V9
none
none
Requirements
A converse split must be a vector-controlled ACD or non-ACD hunt group.
Note:
You cannot use the converse-on command with a non-ACD hunt group if you enable Expert
Agent Selection.
Operation
You can use the converse-on command to integrate Voice Response Units (VRUs) with
Communication Manager. The command effects data passing between Communication Manager
and the VRU. The caller hears a voice response script housed in the VRU.
For information on call flows, data passing, collection, and return specifications involving the
converse-on command, see Call flow and specifications for converse - VRI calls on page 200.
If the command is successful, Communication Manager delivers the call to a predetermined split or
skill called the converse split or skill. The caller is connected to the VRU, which in turn executes the
voice response script. If by this time the call has already queued to a non converse split or skill, the
call retains the position in the non converse split or skill queue. If an agent from the non converse
split or skill becomes available to answer the call while the voice response script is being executed,
Communication Manager drops the line to the VRU and connects the caller to the available agent.
The VRU detects disconnection and terminates the voice response script. When a voice response
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
198
converse-on command
script is executed, audible feedback provided by the vector is disconnected and no further vector
steps are executed until the voice response script execution is complete.
If the voice response script is completed and there is no data to be returned from the VRU to
Communication Manager, the VRU drops the line to Communication Manager and vector
processing is reactivated on Communication Manager.
If there is data to be returned to Communication Manager, the converse data return code is
outpulsed before the data to be passed is outpulsed. Once Communication Manager receives the
VRU data, Communication Manager stores the data in the call prompting digits buffer as dial-ahead
digits and reactivates vector processing. The caller does not hear the digits returned by the VRU.
Digits returned from the VRU can be:
• Displayed on the agent display set, automatically for 2-line display or by using the callr-info
button for 1-line display.
• Treated as an extension in a route-to digits step.
• Used for vector conditional branching in a step containing a command with the if digits
parameter.
• Tandemed to an ASAI host.
Communication Manager can be set up to pass information in-band to the VRU. In such a case, the
converse-on command can outpulse up to two groups of digits to the VRU. The digits can serve
two major purposes: the digits can notify the VRU of the application to be executed, and the digits
can share call related data such as ANI (BN) or caller digits collected by Communication Manager.
In many applications, both application selection and data sharing are required. The touch-tone
outpulsing rate is adjustable.
Since in many cases the digit strings are of variable length, Communication Manager always
appends a pound sign (#) character to the end of each digit string. The prompt and collect steps
in the voice response script must always be administered to expect # as the end-of-string symbol
and to include # in the digit count.
Sending # prevents excessive delays caused by digit time outs and other problems caused by time
outs. Sending # also ensures that each data field is used to satisfy a single prompt and collect
step.
Any data passed from Communication Manager to a VRU is outpulsed in-band. The user can
administer two time delays on the Feature-Related System Parameters screen: converse first data
delay and converse second data delay fields. The delays range is from 0 to 9 seconds with a default
of zero seconds for the converse first data delay and a default of two seconds for the converse
second data delay. The delay is required to allow VRU to invoke an application and to allocate a
touch-tone receiver to receive the passed digits.
Note:
No time delays are invoked when the keyword none is administered.
If <data_1> is not none, the converse first data delay timer starts when the call is answered by the
VRU. When the timer expires, the <data_1> digits are outpulsed in-band to the VRU. The end-ofstring character (#) is then outpulsed.
If <data_2> is not none, the converse second data delay timer starts when the end-of-string
character (#) from the first digit string is outpulsed. When the timer expires, the <data_2> digits are
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
199
Call Vectoring commands
outpulsed in-band to the VRU. The end-of-string character (#) for the second digit string is then
outpulsed.
Call flow and specifications for converse - VRI calls
This section details call flow for calls involving a converse-on vector step and Voice Response
Integration (VRI). This call flow is segmented into the following phases:
• Converse call placement
• Data passing
• VRU data collection
• Script execution
• Data return
• Script completion
• Switch data collection
Note:
If, during any phase of this call flow, a converse-on step is executed while the caller is in the
split queue and an agent becomes available to service the caller, the VRU port is dropped,
vector processing is terminated, and the calling party is immediately connected to the available
agent.
Converse call placement
The converse-on step delivers the call to the converse split. The caller does not hear the ringback
tone. Any audible feedback supplied by vector processing remains until the VRU answers the call
and all digits have been outpulsed to the VRU. Vector processing is suspended. Callers remain in
any non converse split queues and retain their position in queue while the converse session is
active.
If a Call Prompting TTR is allocated to the call, the TTR is released. Any dial-ahead digits are
discarded. However, any digits collected prior to the converse-on step are retained.
Calls to busy converse splits are allowed to queue. The priority of the call in queue is administrable
within the converse-on step. Again, any audible feedback supplied by vector processing
continues until the call is answered by the VRU and any data is outpulsed. Calls to busy converse
splits have either no queue or a full queue fail. For this scenario, a vector event is logged and vector
processing continues at the next vector step.
Whenever a converse-on step places a call to an auto-available split whose agents are all logged
out, the call is not queued. Instead, the converse-on step fails, a vector event is logged, and
vector processing continues at the next vector step.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
200
converse-on command
Note:
Usually, the scenario occurs whenever the Voice Response Unit (VRU) goes down, the ports
are members of an Auto-Available Split (AAS) and the Redirection on No Answer (RONA)
feature has taken all the ports out of service.
The display is not changed by the terminating or answering of a converse call. Also, whenever a call
is delivered to a display station using a converse-on step, the station displays the following
information: Originator Name to VDN Name. Conventional Call Vectoring rules for Override are in
effect.
Valid destinations for converse calls must be vector-controlled and include the following:
• Hunt groups
• ACD including Auto-Available splits
• Agent including Auto-Available skill groups
• AUDIX hunt groups
Note:
AUDIX hunt groups are valid destinations for converse calls and do not have to be vectorcontrolled.
Undefined and non vector-controlled hunt group, split or skill numbers are rejected at administration
time.
Any attempt to remove a hunt group, split or skill administered within a converse-on vector step is
denied until the vector has been changed. Also, any attempt to make a hunt group, split, or skill non
vector-controlled is denied if the hunt group, split, or skill is called by a converse-on step.
Data passing
The data passing phase is optional and is in effect only if the application calls for the switch to pass
information in-band to the VRU.
The converse-on step can outpulse up to two groups of digits to the VRU. The digits can serve
two major purposes:
• Notify the VRU of the application to be executed.
• Share call-related data collected by the switch. This includes ANI, CINFO, or caller digits.
In many applications, both application selection and data sharing are required.
Using the pound (#) sign
Since the digit strings are of variable length, Communication Manager always appends a pound (#)
sign to the end of each digit string. Administer the prompt and collect steps in the VRU script to
receive the pound sign as the end-of-string symbol and to include the pound sign in the digit count.
Sending the pound sign prevents excessive delays and other problems caused by digit timeout.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
201
Call Vectoring commands
How the outpulse sequence works
The complete outpulse sequence is summarized as follows:
1. The VRU answers the call.
2. Delay for the time administered in the Converse first data delay field in the System
Parameters-Features screen occurs.
3. The <data_1> is outpulsed.
4. The pound sign is outpulsed.
5. Delay for the time administered in the Converse second data delay field in the System
Parameters-Features screen occurs.
6. The <data_2> is outpulsed.
7. The pound sign is outpulsed.
Note:
The length of DTMF tones and the inter-digit pause between tones is administrable on the
Feature-Related System Parameters screen. The optimum settings for Conversant/IR are 60
msec tones and 60 msec pauses that provide an 8.3 digits-per-second rate. These changes
differ from the administration default.
Any audible feedback supplied by the switch is disconnected only after the outpulse sequence is
completed. Also, any touch-tone dialing by the calling party during the data passing phase does not
result in data corruption.
Values administered for <data_1> and <data_2>
You can administer the following values for <data_1> and <data_2> within the converse-on
command:
Value
Description
Administered digit string
This string can contain up to six characters consisting of more than one digit (0
through 9) or asterisks (*). The pound sign (#) cannot be included in a digit
string because the pound sign is reserved as the end-of-string character.
However, you can administer a single pound sign.
ani
If the call is a local call or an incoming DCS call, this data type causes the
extension of the calling party to be outpulsed. If the call is an incoming ISDN
PRI call with ANI (BN) provided to the switch, the calling party number/billing
number (CPN/BN) of the calling party is outpulsed to the voice information
system. If there is no ANI (BN) to send, the end-of-string pound sign is the only
character outpulsed. Any other type of incoming call results in the pound sign
being outpulsed.
vdn
This data type causes the VDN extension to be outpulsed. In cases where
multiple VDNs are accessed, normal VDN override rules determine which VDN
extension is outpulsed.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
202
converse-on command
Value
Description
digits
This data type can be used only if Call Prompting is optioned, and it causes the
most recent set of digits collected in vector processing to be outpulsed. If no
digits are available, the end-of-string pound sign is the only character
outpulsed.
qpos
This data type causes the value of the queue position of a call in a non
converse split to be outpulsed. This value is a variable length data item from
which between one and three digits can be outpulsed. If the call is not queued,
the end-of-string pound sign is the only character outpulsed.
Note:
Do not use the keyword with multiple split queuing because any queue
position value sent is not always meaningful. However, if the call is
queued to multiple non converse splits, the value of the caller’s queue
position in the first non converse split is sent.
This data can be used by the voice information system to inform callers of their
position in queue, or to decide whether to execute a long or short version of a
voice response script.
wait
This data type sends the EWT for a call in vector processing that is queued to
a minimum of one split. It is a value from 0 to 9999 seconds, variable length
that is not padded with zeros, always followed by a pound sign. If the call is not
queued, or is queued only to splits with no working agents, only the pound sign
is outpulsed.
A to Z and AA to ZZ
This data type causes the current numeric value of the vector variable to be
outpulsed. If the value is undefined, a single # is outpulsed. The vector variable
is defined by letters between A to Z and AA to ZZ.
V1 to V9
This data type causes the value of the VDN variable assigned to the active
VDN for the call to be outpulsed. If the value is undefined, a single # is
outpulsed. The VDN variables V1 through V9 are defined on the VDN screen
for each VDN extension.
#
This is the only character outpulsed. Outpulsing this character causes the
corresponding prompt and collect command in the voice response script to be
skipped.
none
This data type causes no characters to be outpulsed. Also, no end-of-string
pound sign is outpulsed, and no time delays are invoked. If <data_1> is
administered as none, <data_2> must also be none.
The switch always outpulses a pound sign at the end of each digit string.
Where the pound sign is administered, or where the digits keyword is
administered and the last digit collected from the caller is the pound sign, only
one pound sign is outpulsed. No pound sign is outpulsed when the keyword
none is administered.
Time delay administration
Any data passed to the VRU from the switch is outpulsed in-band. Customers can administer the
converse first data delay and the converse second data delay time delays on the Feature-Related
System Parameters screen. The delays can range from 0 through 9 seconds, with a default of zero
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
203
Call Vectoring commands
seconds for the converse first data delay and a default of two seconds for the converse second data
delay. The delays are required to give the VRU sufficient time to invoke an application and allocate
a touch-tone receiver to receive the passed digits.
• If <data_1> is not none, the converse first data delay timer starts when the call is answered by
the VRU. Once the timer expires, the data_1 digits are outpulsed in-band to the VRU, followed
by the end-of-string pound sign (#).
• If <data_2> is not none, the converse second data delay timer starts when the end-of-string
pound sign from the first digit string is outpulsed. Once the timer expires, the data_2 digits are
outpulsed in-band to the VRU, followed by the end-of-string pound sign.
No time delays are invoked when the keyword none is administered.
Note:
The outpulsing of digits is not heard by the caller.
When the VRU hangs up during data passing
If the VRU hangs up during the data passing phase, the switch will log a vector event, reactivate
vector processing at the next vector step, and ensure the VRU port is accessible for future calls.
Once all digits have been passed to the VRU, any audible feedback is disconnected.
Note:
At this point, control has effectively been passed to the VRU.
Ensuring robust operation of VRU data passing
To ensure robust operation of the VRU data passing operation, implement the following:
• Include prompt and collect commands in the VRU script for each data field passed in the
converse-on step.
• Administer each prompt and collect command to recognize the pound sign (#) as the endof-string character.
• Ensure the number of digits expected is one greater than the number of digits passed to allow
for the pound sign, which terminates every converse data field.
Do not use an announcement command in the prompt and collect steps.
• Ensure the first digit time out in the prompt and collect steps is five seconds greater than
the corresponding converse data delay. For example, if the converse-on step passes two
data fields and if the converse first data delay is 0 seconds and the converse second data
delay is 4 seconds, the first digit time out for the two prompt and collect commands must
be a minimum of 5 and 9 seconds, respectively.
• Ensure the inter-digit time out in the prompt and collect steps is five seconds at the
minimum.
• Administer the converse first data delay so that a VRU under a heavy load has time to allocate
a DTMF touch-tone receiver after answering the call.
• Administer the converse second data delay so that a VRU under a heavy load has time to
complete any tasks between the first and second prompt and collect command. For
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
204
converse-on command
example, the VRU can invoke a new application if the first data field passed is used to identify
the application script to be executed.
• In general, for converse-on steps to pass data to the VRU, ensure the VRU script does not
execute any commands between the time the call is answered and the time when the first
prompt and collect command is executed.
VRU data collection
When digits are passed from the switch to the VRU, the first VRU script commands executed are
answer phone, prompt and collect. No announcement is programmed for the prompt and collect
command, and the pound sign (#) is programmed as the end-of-string sign. If two sets of digits, that
is, “<data_1>” and “<data_2>”, are passed by the switch, there will be two prompt and collect
commands on the VRU.
If the first digit string, that is, <data_1>, passed to the VRU is for application selection, the Avaya
Interactive Response Script Builder exec command invokes the appropriate script. If a second digit
string, that is, <data_2>, is also used to pass an argument to this selected application, the first
command in the executed script is a prompt and collect command with no announcement prompt
programmed and with the pound sign (#) programmed as the end-of-string character.
“Converse second data delay” is used to give the VRU time to invoke the selected application before
the <data_2> digit string is outpulsed.
The application developer must ensure the administered converse first data delay and converse
second data delay timers allow time for the VRU to successfully collect all outpulsed digits, even
during periods of heavy call volume. Loss of digits from <data_2> is an indication the converse
second data delay timer needs to be increased or the VRU timing values require tuning as
appropriate to resolve issues.
Default and IVR converse settings
The default for the converse signaling tone and pause on the Feature-Related System Parameters
screen is a 100 msec tone and 70 msec pause. This results in a 5.5 digits per second rate that
provides a more conservative sending rate to support most VRUs.
For operation with Avaya Conversant or Avaya IR, change the default settings to a 60 msec tone
and a 60 msec pause. This results in a more optimum rate of 8.3 digits per second supported by
these products.
Script execution
During script execution, digits input by the calling party in response to prompt and collect commands
are collected by the VRU but are not collected by the switch as dial-ahead digits. Also, audible
feedback is determined by the VRU.
If an agent from a non converse split becomes available to service the call while the VRU script is
being executed, the VRU port is dropped from the call, and the caller is immediately connected to
the agent. Any digits collected prior to executing the converse-on step are still available and can
be displayed using the callr-info button.
The entire call is dropped if the caller abandons during the execution of a converse-on step.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
205
Call Vectoring commands
Data return
This phase is optional and is in effect only if the application calls for the VRU to return information to
the switch before returning control to vector processing.
Digits returned by the VRU are treated as dial-ahead digits. The rules for collecting and processing
VRU-returned digits are identical to those for collecting and processing Call Prompting digits.
VRU data return is done in a manner similar to an analog transfer. Specifically, the VRU does an
analog switchhook flash, outpulses DTMF digits, and then hangs up. If converse data is returned,
the DTMF digits comprise two parts. The first sequence of digits is the converse data return FAC
administered on the Feature-Access-Codes screen. The second sequence of digits is the sequence
to be passed by the VRU. These digits are collected later during vector processing.
The Avaya Interactive Response VRU offers a built-in external function called converse_data. This
function allows applications developers to perform this operation in a convenient and robust fashion.
To ensure the robust operation of the VRU data return operation, perform the following actions:
• Set the analog flash timing to 600 msecs.
• Ensure DTMF tones last a minimum of 70 msec and interdigit pauses last a minimum of 50
msec. This results in an outpulsing rate up to 8.33 digits per second.
• (Avaya Interactive Response only) Use the converse_data external function to return data to
the switch.
• Hang up the line to the switch after outpulsing digits. The switch waits between 1.2 and 1.5
seconds to determine that the hang-up is a disconnect.
For applications involving VRUs other than Avaya Interactive Response VRUs, perform the following
actions:
• After the flash, ensure the VRU performs dial tone detection, stutter dial tone, to ensure
accurate detection (typically 0.6 to 1.0 secs) before outpulsing the converse data return FAC.
• If no dial tone is received before the time out, ensure the VRU does two more retries of the
analog flash. Also, if no dial tone is detected after two retries, ensure the VRU logs an error.
• Whenever a dial tone is detected, ensure the digits of the converse data return FAC are
outpulsed.
• After the converse data return FAC is outpulsed, the returned digits can be outpulsed without
waiting for the second dial tone.
• After the VRU digits are outpulsed, the line to the switch is dropped.
For an outpulse rate of 8 digits per second, that is, 0.125 seconds per digit, a 3-digit FAC and stutter
dial tone detection time of 0.6 seconds, a maximum of 24 digits passed to switch must take about 6
seconds, that is, 1.2 seconds disconnect plus 8 seconds plus 0.125 seconds per digit.
The Call Classifiers required by Call Prompting are not required for returning digits in-band from the
VRU to the switch. Instead, general purpose TTR boards are used. As long as dial-ahead digits are
available, any collect digits steps following a converse-on step do not require a Call
Classifier to be allocated to the call.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
206
converse-on command
If no general purpose TTRs are immediately available, and if the call queues for a TTR, no dial tone
is provided. For this scenario, the VRU does not outpulse any digits until a TTR is available and dial
tone is provided.
If there are no general purpose TTRs available on the switch, and if there is no space in the TTR
queue, the operation fails. Usually, the VRU logs an error and then quits, and vector processing
continues at the next vector step. Existing system measurements reports indicate when the system
is configured with an insufficient number of TTRs.
The Converse Data Return Code can be followed by a maximum of 24 digits. The VRU touch-tones
the code and the digits in-band. However, the code and the digits are not heard by the caller. The
digits are stored in the switch as Call Prompting dial-ahead digits. If x digits are collected by vector
processing before the converse-on step is executed, the maximum number of digits that can be
returned is reduced to 24-x. Any additional digits returned by the VRU are discarded. The data
return is completed once the VRU hangs up.
The digit string returned by the VRU can consist of the digits (0 through 9) and pound signs (#). The
pound sign (#) is interpreted by the collect digits step as an end-of-string character. If the digit
string being returned is of variable length, the VRU can terminate the string with a pound sign (#) to
prevent the ten second time out delay that occurs when the digits are collected. If the digit string
being returned is multipart, that is, to be collected by multiple collect digits steps, and if some
of the parts are of variable length, the pound sign (#) can be used to terminate each of the variable
length parts.
Note:
An asterisk (*) can be included as part of the converse data return code. However, since the
asterisk is interpreted as a delete character by the switch, it makes little sense to use an
asterisk as a returned digit. If you do use an asterisk as such, all characters returned prior to the
asterisk are discarded.
During the data return phase, the caller is temporarily put on hold. Music-on-hold, if administered, is
suppressed. Since the caller hears silence during this phase, feedback must be provided to the
caller as soon as possible after the converse-on step is executed.
Any touch-tone digits dialed by the calling party during the data return phase are discarded. These
digits do not cause data corruption and are not collected as dial-ahead digits by the switch.
If an interdigit time out occurs during the data return phase, the switch logs a vector event, keeps
the digits already returned, drops the VRU, and reactivates vector processing at the next vector
step.
If the time out occurs before the converse data return code is returned, the operation is the same
except that no discarded digits will be available.
Script completion
The VRU script returns control to vector processing on Communication Manager by simply hanging
up the line. In cases where no data is returned to Communication Manager, control is returned by
executing the quit command. In cases where data is returned, control is returned when the VRU
hangs up on completion of the VRU data return operation.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
207
Call Vectoring commands
The last set of digits collected before the converse-on split step is executed is still available
and can be displayed by an answering agent on the non converse split by using the callr-info
button.
A VRU script can be programmed to continue running after hanging up the voice line. This after-call
work is usually very short and can involve either a final message to a host or a final update to a local
database. For the scenario, the VRU port is still associated with the running script even though there
is no longer a voice connection.
From Communication Manager point of view, the agent is available for the next call. If a call is
delivered to this port, the VRU does not answer the call until the previous script has completed. As
long as the VRU script’s after call work is short in duration, this poses no significant problem for the
VRI feature. However, high volume VRI applications with lengthy ACW periods must be prevented,
especially if such periods are so lengthy approaching the administered time out period on
Communication Manager for the RONA feature. In such a case, RONA treats the VRU ports as
faulty and starts taking the ports out of service.
Switch data collection
This phase is in effect only if the VRU returns information to the switch.
Once the VRU script is complete and vector processing is reactivated, the returned digits are
collected and processed by vector commands. Since the digits must be collected by a collect
digits command, data can be returned and processed only if you enable Call Prompting.
The data returned can consist of multiple parts. For example, the VRU can return a stream of seven
digits in which a single digit success or fail code is followed by a six-digit account code. For this
scenario, the converse-on step is followed by a sequence of vector steps including two collect
digits steps. The first collect digits step can collect one digit and then check the result
code. The second collect digits step can collect the six-digit account code.
Any touch-tone digits dialed by the calling party during the data collection phase are discarded, do
not cause data corruption, and are not collected as dial-ahead digits by the switch.
If VRU data is returned, the calling party is able to touch-tone a response to a switch prompt only
after the data collection phase is completed and another collect digits step is executed. This
is true because each executed collect digits step does not allocate a TTR when dial-ahead
digits are present. Since VRU-returned digits are treated as dial-ahead digits, a TTR is attached to
the call only after all returned digits are collected and another collect digits step is
encountered. Only at this point can the caller hear an announcement for the collect digits
command and successfully enter digits.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
208
converse-on command
Data 1 and Data 2 values administered within the converse-on
command
The following values can be administered for <data_1> and <data_2> within the converse-on
command:
• Administered digit string: Contains up to six characters consisting of more than one digit, 0
through 9, or asterisks (*). Do not include the pound sign (#) in a digit string because the pound
sign is reserved as the end-of-string character. However, you can administer a single pound (#)
sign.
• ani: If the call is an internal call or an incoming DCS call, this data type causes the extension of
the calling party to be outpulsed. If the call is an incoming ISDN-PRI or R2-MFC Signaling call
with ANI (BN) provided to the switch, the Calling Party Number/Billing Number (CPN/BN) of the
calling party is outpulsed to the VRU. If there is no ANI (BN) to send, the end-of-string pound
(#) sign is the only character outpulsed. Any other type of incoming call results in # being
outpulsed.
• digits: Use the data type only if you have enabled Call Prompting. To pass CINFO digits, you
must also enable Vectoring (CINFO). The digits data type causes the most recent set of digits
collected in vector processing, either from the caller or from the network, to be outpulsed. If no
digits are available, the end-of-string pound (#) sign is the only character outpulsed.
• none: No characters are outpulsed. Also, no end-of-string pound (#) sign is outpulsed and no
time delays are invoked.
• qpos: Causes the value of the queue position of a call in a non converse split to be outpulsed.
This value is a variable length data item from which between one and three digits can be
outpulsed. If the call is not queued, the end-of-string pound (#) sign is the only character that is
outpulsed. VRUs can use the data to inform callers of the position in queue or to decide
whether to execute a long or short version of a voice response script.
Note:
Do not use the qpos keyword with multiple split or skill queuing. Any queue position value
that is sent is not always meaningful. If the call is queued to multiple non converse splits or
skills, the value of the queue position in the first non converse split or skill is sent. Priority
queuing and Dynamic Queue Position (DQP), which is available with Avaya Business
Advocate, can put subsequent calls into the queue ahead of the waiting call.
• vdn: Causes the VDN extension to be outpulsed. In cases where multiple VDNs are accessed,
normal VDN override rules determine which VDN extension is outpulsed.
• wait: Used the data type only if you administer the Vectoring (G3V4 Advanced Routing)
customer option. The data type causes the expected wait time of the call in seconds to be
outpulsed. For a detailed description of expected wait time, see Avaya Aura® Call Center Elite
Feature Reference. If the call is not queued, is queued only to splits that are unstaffed, or splits
where all agents are in the AUX work mode, the end-of-string pound (#) sign is the only
character outpulsed. The value outpulsed is a variable number not padded with zeroes. The
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
209
Call Vectoring commands
value is a maximum of four digits always followed by the pound (#) sign. The range is 0# to
9999# or a single #.
• A to Z, AA to ZZ: Causes the current numeric value of the vector variable to be outpulsed. If the
value is undefined, a single pound (#) sign is outpulsed. The vector variable is defined by
letters between A to Z and AA to ZZ.
• V1 to V9: Causes the current value of the VDN variables assigned to the active VDN for the
call to be outpulsed. If the value is undefined, a single # is outpulsed. The VDN variable is
defined by the letter V followed by a number between 1 and 9.
• #: The only character that is outpulsed. Outpulsing this character causes the corresponding
prompt and collect command in the voice response script to be skipped.
A pound (#) sign is always outpulsed at the end of each digit string. Where the pound (#) sign is
administered, or where the digits keyword is administered and the last digit collected from the caller
is the pound (#) sign, only one pound (#) sign is outpulsed. No pound (#) sign is outpulsed when the
keyword none is administered.
If data_1 is administered as none, data_2 must also be none.
converse-on split command
Voice Response Integration (VRI) allows integration of Call Vectoring with the capabilities of voice
response units (VRUs), particularly the Avaya Interactive Response (IR) system.
VRI capabilities
VRI can do the following:
• Execute a VRU script while retaining control of the call in vector processing.
Note:
If an agent becomes available to service the call, the line to the VRU is immediately
dropped, and the calling party is connected to the available agent.
• Execute a VRU script while the call retains its position in the queue.
• Group VRU ports for multiple applications.
• Use a VRU as a flexible external announcement device.
• Pass data between the switch and a VRU.
• Tandem VRU data through the switch to an Adjunct Switch Application Interface (ASAI) host.
The capabilities listed above are provided by the converse-on split command, which is an
enhancement to the Basic Call Vectoring customer option. The converse-on split step is integrates a
VRU with the Communication Manager.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
210
converse-on command
VRI benefits
Use of VRUs with vector processing offers the following advantages:
• Access to local and host databases.
• Validation of caller information.
• Text to speech capabilities.
• Speech recognition.
• Increased recorded announcement capacity.
• Audiotex applications.
• Interactive Voice Response (IVR) applications.
• Transaction processing applications.
VRI allows users to make productive use of queuing time. For example, while the call is waiting in
queue, the caller can listen to product information by using an audiotex application or by completing
an interactive voice response transaction. In some cases, you can resolve the caller’s questions
while the call is in queue. This can help reduce the queuing time for all other callers during peak
intervals.
When you administer Advanced Vector Routing, the Expected Wait Time (EWT) for a call can be
passed to the VRU and conveyed to the caller.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
VRI considerations
• If you want the callers to hear the entire voice response script before speaking to an agent,
queue the call only after a converse-on step executes.
• You must provide an audible feedback prior to a converse-on step whenever a large
number of digits is to be outpulsed to the VRU.
Using converse-on to outpulse caller information to VRUs
You can use the converse-on command to outpulse the following types of information to a VRU:
• VDN extensions.
• Calling party extensions.
• Collected caller digits, if you enable Call Prompting.
• Expected Wait Time, if you enable Advanced Vector Routing.
• Call queue positions.
• A string of a maximum of six digits or asterisks, or a pound sign (#).
• Variables A to Z and AA to ZZ.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
211
Call Vectoring commands
The following example shows a vector in which the converse-on command is used to outpulse
VDN extensions to the VRU in a way that allows a single vector to be used by multiple VDNs.
VDN (extension=1040
name=‘‘car loans’’
vector=40)
VDN (extension=1041
name=‘‘equity loans’’ vector=40)
Vector 40
1. goto step 10 if calls-queued in split 1 pri h > 30
2. queue-to split 1 pri h
3. announcement 4000
4. goto step 7 if calls-queued in split 1 pri h < 5
5. wait-time 0 seconds hearing music
6. converse-on split 11 pri h passing vdn and none
7. wait-time 20 seconds hearing music
8. announcement 4001
9. goto step 7 if unconditionally
10. busy
In the example, a vector can be used to respond to calls that originate from VDNs that serve
customer needs such as car loans and equity loans.
If vector processing proceeds to step 6, the converse-on split command delivers the call to the
converse split.
Note:
If an agent on Communication Manager is available to respond to the call, the line to the VRU is
immediately dropped and the calling party is connected to the available agent.
As shown in step 6, when the VRU port responds, vector processing outpulses the VDN associated
with the call to the VRU by way of the “passing vdn” parameter. Based on the VDN number, the
VRU executes the appropriate voice response script for the caller.
Before connecting to a VRU, include a vector step to test if time is available for a voice response
script to be executed. In the example, step 4 includes a “calls-queued” condition used for the
purpose.
Provide a feedback step prior to the converse-on step in case there is a delay in reaching an
available converse split port. In the example, step 5 provides music for the purpose.
For more information on the call flow for converse-VRI calls, see Call flow and specifications for
converse - VRI calls on page 200.
Answer supervision considerations for the converse-on split
command
Call processing returns to answer supervision only once during the life of a call. If a call is answered
as a result of a converse-on step, answer supervision is sent only if it has not been sent
previously. If digits are passed to the VRU, answer supervision is not sent until after the digits are
outpulsed.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
212
converse-on command
converse-on split command feature interactions
Interaction
Description
Abandon Call Search
If the converse-on step places a call to a hunt group and if the incoming call is
placed using a trunk group with Abandon Call Search activated, the system
checks if the calling party has abandoned the call, that is, hung up, before
terminating the call to an agent.
ASAI
Since vector-controlled splits or skills cannot be ASAI-monitored domains, ASAI
cannot be used to supplement the operation of the converse-on step.
If a converse-on step places a call to an ASAI-monitored domain, ASAI event
messages are sent over the ASAI link.
Whenever a converse-on step places an ASAI-monitored call, the ALERTing
message sent to the ASAI host includes a Cause IE, Coding Standard 3 value 23
(CS3/23). This informs the ASAI host that the call has not been de-queued from
any non converse splits or skills.
If a converse-on step is executed while an adjunct routing request is
outstanding, the route request is canceled.
AAS
A converse-on step can place a call to AAS. In cases where the converse split
or skill is ASAI-controlled, use auto-available converse splits or skills for Voice
Response Integration (VRI).
Call Coverage
Call Coverage does not apply because the converse-on step can deliver calls
only to vector-controlled splits or skills, which do not have coverage paths.
Call Detail Recording
(CDR)
For incoming calls to a VDN, the duration of the call is recorded from the time
answer supervision is returned. Answer supervision is returned for a successful
converse-on step. No ineffective call attempt records are generated for
converse-on steps that fail. Also, no outgoing calls can be placed by a
converse-on step.
Call Park
Calls placed by a converse-on step cannot be parked.
Call Pickup
Calls placed by a converse-on step ringing at an agent station can be picked
up if that agent is part of a pickup group. Subsequent transfers are denied.
Call Prompting
To gain full VRI functionality, you must enable the Call Prompting field. Without
Call Prompting, any data returned by the VRU cannot be collected and processed
by Communication Manager.
If the converse-on step places a call to a split or skill of live agents, any digits
collected previously can be displayed by agents using the callr-info button.
Call Vectoring (Basic)
The converse-on step is an enhancement to the Call Vectoring (Basic)
customer field. You must enable the field to invoke the VRI feature.
Class of Restriction
(COR)
As is the case for the queue-to split or skill and check split or skill vector steps,
no COR checking is carried out when a converse-on step places a call to a split
or skill.
Conference
Any attempt to conference a call placed by a converse-on step is denied.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
213
Call Vectoring commands
Interaction
Description
Coverage Callback
A call placed by a converse-on step does not follow any coverage paths.
Therefore, Coverage Callback is not available. Also, if a call reaches a
converse-on step using a VDN in a Coverage Path (VICP), coverage callback
cannot be used.
Direct Department
Calling (DDC)
You can administer a converse split as a DDC split.
Distributed
Communications
System (DCS)
If an incoming DCS call is placed to a vector with a converse-on split or skill x
pri y passing ani ... step, the DCS extension of the calling party is outpulsed.
Priority Levels
A call placed by a converse-on step can be queued at one of four priority
levels: low, medium, high or top.
Hunt Groups
The converse-on step can deliver a call to a vector-controlled hunt group, ACD
split or skill, message center or a messaging-system hunt group.
Integrated Services
Digital Network (ISDN)
The converse-on step can be administered to outpulse to the VRU with the ANI
CPN/BN of the calling party. The outpulse uses an ANI keyword.
Intercept Treatment
A caller is not given intercept treatment upon execution of a converse-on step.
Failing to place a converse call successfully results in the failure of the
converse-on step. Vector processing continues at the next vector step.
Interflow
Since a converse-on step can place calls only to hunt groups that are vectorcontrolled, and since the activation of Call Forwarding for a vector-controlled hunt
group is blocked, calls placed by a converse-on step to a hunt group cannot
interflow.
Intraflow
Since a converse-on step can place calls only to hunt groups that are vectorcontrolled, that is, without coverage paths, intraflow is not possible.
Live Agents
Communication Manager does not prevent a converse-on step from delivering
a call to a group of live agents. To the agent, the call looks like any other ACD
call. However, certain features such as call transfer, conference, and supervisor
assist, are denied.
The answering agent can display any digits collected prior to executing the
converse-on step by using the callr-info button.
LAI
If a call placed by a converse-on vector step is answered by a VRU, or if such a
call queues to a split or skill on the receiving Communication Manager while a LAI
call attempt is outstanding, the LAI call attempt is accepted.
A converse-on step that fails is neutral.
Message Center
The converse-on step can deliver calls to message hunt groups. Such calls are
treated as direct calls to the message.
If a call is forwarded to a VDN and then delivered to a message split by a
converse-on step, the call is treated as a redirected call.
Messaging System
May 2016
If a converse-on step calls the messaging system, the call is treated as a direct
call to the messaging system. The caller hears the welcome message and can
retrieve the messages in the usual manner.
Table continues…
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
214
converse-on command
Interaction
Description
If a call is forwarded to or covers to a VDN and is then delivered to a messagingsystem hunt group by a converse-on step, the call to the messaging system is
treated as a redirected call, and the caller can leave a message for the principal.
Multiple Split or Skill
Queuing
A call can be queued to three different splits or skills and then to a converse split
or skill as a result of a converse-on step.
Music on Hold
During the data return phase of a converse-on step, the caller is temporarily
placed on hold. Music on hold, if administered, is suppressed.
Non-Vector Controlled
Splits or Skills
A converse-on step does not place a call to a non vector-controlled split or skill.
Priority Queuing
The queue priority of a call placed by a converse-on step is administrable on
the vector step.
Queue Status
All queue status display, queue status indication and queue warning wall lamp
feature capabilities also apply to calls queued by the converse-on command.
Queuing
Calls handled by the converse-on step queue when delivered to busy hunt
groups. Call Vectoring audible feedback is not disconnected while a converse call
is in queue.
If a converse-on step is executed while a call is queued to a non converse split
or skill, the call remains in queue for the non converse split or skill.
The queue priority of the call is administrable on the vector step.
Recorded
Announcement
VRI can be used to increase the system’s recorded announcement capacity by
off-loading some recorded announcements to the VRU. Callers can be redirected
by the converse-on step to a group of VRU ports and use data passing to
specify the correct announcement to play.
Redirection on No
Answer (RONA)
If a converse-on step places a call to a hunt group with a no answer time out
administered and if the call rings at an agent terminal or port for longer than the
administered time out, the call is redirected and the agent or port is put into the
Aux work state, or is logged out if the agent is a member of an auto-available split
or skill.
Thereafter, under RONA, the call is re-queued to the split or skill unless there is
no room in the queue or unless this is an AAS whose agents are all logged out. If
the call cannot be re-queued, the converse-on step fails, a vector event is
logged, and vector processing is restarted at the next vector step.
Service Observing
Calls placed by a converse-on step can be service observed. To prevent the
observer from hearing tones being outpulsed to the VRU, the observer is not
connected to the call until the data passing phase is complete. If data is returned
by the VRU, the observer is put in service observing pending mode, and the
calling party is temporarily put on hold while the VRU digits are outpulsed. Upon
completion of the converse session, and once the VRU hangs up the line, the
observer remains in service observing pending mode.
Do not administer a service observing warning tone since the warning tone can
interfere with the interaction between the VRU and the calling party.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
215
Call Vectoring commands
Interaction
Description
System Access
Terminal (SAT)
You can administer the converse-on steps from the SAT terminal.
System Measurements
System measurements track converse calls to hunt groups and attendant groups.
Timed After Call Work
(ACW)
Timed ACW cannot be assigned to AAS. If a call to a VDN with Timed ACW
routes to a converse split, the VDN Timed ACW does not apply.
If Timed ACW is assigned to a non-AAS split that is a converse split, the Timed
ACW of the split does apply.
Touch-Tone Dialing
Any touch-tone dialing by the calling party during the digit passing phases of a
session involving a converse-on step does not result in corruption of data or in
the collection of this data in the form of dial-ahead digits by Communication
Manager.
Only after the digit passing phase from Communication Manager to the VRU is
completed can the calling party enter touch-tone digits in response to a VRU
prompt. Only after the VRU to Communication Manager data return phase is
completed and an additional collect digits vector step is executed can the
calling party enter a touch-tone response to a Communication Manager prompt.
Transfer
A call placed by a converse-on step cannot be transferred. The only form of
transfer allowed is the data passing operation during the data return phase at the
end of a voice response script.
If an illegal attempt to transfer a converse call is made, a vector event is logged,
the line to the VRU is dropped, and vector processing is reactivated at the next
vector step.
If an illegal transfer is attempted by a live agent with a multifunction set, the
transfer is denied and the agent can reconnect to the call.
Transfer out of
messaging system
If a converse-on step delivers a call to a messaging-system hunt group and if
the calling party attempts to transfer out of a messaging system, the transfer fails,
and vector processing is reactivated at the next vector step.
Uniform Call Distribution You can administer a converse split or skill as a UCD split or skill.
(UCD)
VDN as a Coverage
Point
Coverage attempts are denied during the following conditions:
• If the converse-on command processes a call covering to a VDN and directs
the call to a station user, that is, a member of a converse split or skill.
• If the converse split or skill agent attempts to activate Consult or Coverage
Leave Word Calling.
The attempts are denied because the call is still in vector processing. If the
converse split or skill is a messaging-system or message center split or skill, the
call covered to the VDN is treated as a redirected call to the messaging system or
MCS. The original principal and the reason for redirection is used in the same
manner as a call forwarded call to a VDN.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
216
disconnect command
Interaction
Description
VDN Override
If a call that accesses multiple VDNs encounters a converse-on step passing
VDN, normal override rules determine which VDN number is outpulsed to the
VRU.
VDN Reports
For call tracking in the CMS and BCMS VDN reports, a converse-on step is
treated like an announcement step. A call is treated as answered when the call
is answered by a non converse split or skill, but not when answered by a
converse split or skill.
Vector-controlled Splits
or Skills
A converse-on step can place a call to a split or skill only if that split or skill is
administered as a vector-controlled split or skill.
converse-on split command interactions with CMS
CMS tracks calls placed by a converse-on step to a CMS-measured split or skill. Since a
converse-on step allows a call to be answered in more than one split or skill, trunk totals do not
match split or skill totals. However, VDN totals and trunk totals do match.
For call tracking in the CMS VDN reports, a converse-on step is treated like an announcement
step. A call is treated as answered when the call is answered by a non converse split or skill, but not
when the call is answered by a converse split or skill.
converse-on split command interactions with BCMS
BCMS tracks calls placed by a converse-on step to a BCMS-measured split or skill. Since a
converse-on step allows a call to be answered in more than one split or skill, trunk totals do not
match split or skill totals. However, VDN totals and trunk totals do match.
For call tracking in BCMS VDN reports, a converse-on step is treated like an announcement
step. A call is treated as answered when the call is answered by a non converse split or skill, but not
when answered by a converse split or skill.
disconnect command
Purpose
Use the disconnect command to end call treatment and remove the call from Communication
Manager. You can optionally assign an announcement that plays immediately before the execution
of the disconnect command.
Important:
Always warn the caller before disconnecting a call.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
217
Call Vectoring commands
Syntax and valid entries
disconnect
after announcement
extension number
none
A-Z, AA-ZZ
V1-V9
Requirements
You must record and administer an appropriate announcement.
Operation
The disconnect command forces a call to disconnect. Any previously established call treatment
ends when the disconnect command is executed and the call is removed from vector processing
and from Communication Manager.
If the call is connected to a station while the announcement is playing, the announcement stops and
the caller hears ringback. Also, because vector processing stops when the call connects to a station,
the disconnect portion of the command is not processed.
When the disconnect command includes an announcement, Communication Manager sends
answer supervision just before the announcement plays.
When the disconnect command does not include an announcement, Communication Manager
sends answer supervision before disconnecting a call.
Note:
Answer supervision is not sent for ISDN trunks.
Call disconnect with announcement
An announcement is played before the call terminates.
disconnect after announcement 2918 [Today has been declared a snow day. Please report
for work tomorrow at 8 P.M.]
Answer supervision considerations for disconnect command
If the switch has not yet sent answer supervision, the switch does so immediately before
disconnecting the call, whether an announcement is specified or not. If an announcement is
specified, answer supervision is given before an attempt is made to connect the announcement. The
exception is for ISDN calls, where the disconnect can occur without answer supervision being sent
when an announcement is not played.
disconnect command feature interactions
For LAI, the disconnect command is treated either as a call acceptance vector command or a call
denial vector command.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
218
goto step and goto vector command
The disconnect command is treated as a call acceptance vector command when an
announcement is included within the disconnect command and one of the following conditions is
true:
• Announcement is available.
• Call is queued for an announcement.
• Announcement is retried.
The disconnect command is treated as a call denial vector command when one of the following
conditions is true:
• No announcement is included within the disconnect command.
• Announcement is included within the command, but the announcement is unavailable.
disconnect command interactions with CMS
DISCTIME, OTHERTIME, and INTIME for splits and vectors are tracked according to when the
announcement starts. DISCTIME, OTHERTIME and INTIME for VDNs are tracked according to
when the trunk idles.
Disconnect command
Database item
Report heading
DISCCALLS/DISCTIME
Calls Forced Disc
Calls Busy/Disc
OTHERCALLS/OTHERTIME
Inbound Other Calls
INTIME
Avg Time In Vector
disconnect command interactions with BCMS
A call that is disconnected using the disconnect command is tracked as OTHER in the VDN
report.
goto step and goto vector command
Purpose
Use the goto step and goto vector commands for conditional or unconditional branching to a
preceding or subsequent step in the vector or to branch the vector process to another vector. The
goto vector step does not remove a call from queues in which the call is already placed.
All parameters, options and value limits are identical for the goto step and goto vector
commands.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
219
Call Vectoring commands
Syntax and valid entries
Note:
The maximum vector limit is less on some platforms. Use the help key to determine the
applicable limit for your system. The maximum number of port networks and media-gateways
varies with the server platform. For example, the S8710 server supports up to 64 port networks
and 250 media gateways. Check capacity tables for supported limits.
goto step 1–99 if
goto vector 1– 8000 @ step 1–99 if
A-Z or AA-ZZ
V1-V9
>, <, =, <>,
>=, or <=
threshold value or digit string: 1–16, wildcards (?
or +), A-Z or AA-ZZ, V1–V9
= or <>
none or pound (#) sign
in table
1–999, A-Z or AA-ZZ, V1–V9
not in table
ani
>, <, =, <>,
>=, or <=
threshold value or digit string: 1–16, wildcards (?
or +), A-Z or AA-ZZ, V1–V9
=, or <>
none or pound (#) sign
in table
1–999, A-Z or AA-ZZ, V1–V9
not in table
available
agents
calls-queued
counted-calls
digits
in skill
hunt group
skill for
VDN: 1st,
2nd, or 3rd
in split
hunt group
in skill
hunt group
skill for
VDN: 1st,
2nd, or 3rd
in split
hunt group
to vdn
extension,
latest, or
active
>, <, =, <>,
>=, or <=
0-1499, 1-1500, A-Z or AA-ZZ, V1-V9
pri l=low,
m=medium,
h=high, or
t=top
>, <, =,
<>, >=,
or <=
>, <, =, <>,
>=, or <=
0-098, 1-999, A-Z, AA-ZZ, V1-V9
>, <, =, <>,
>=, or <=
threshold value or digit string: 1–16, wildcards (?
or +), A-Z or AA-ZZ, V1–V9
= or <>
none
=
meet-me access. You can use the option only with
meet-me conference vectors.
in table
1–999, A-Z or AA-ZZ, V1–V9
0-098, 1-999, A-Z or AA-ZZ, V1-V9
not in table
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
220
goto step and goto vector command
goto step 1–99 if
goto vector 1– 8000 @ step 1–99 if
expected-wait
for
best
>, <, =, <>,
>=, or <=
call
>, <, =, <>,
>=, or <=
split
hunt group
skill
hunt group
skill for VDN:
1st, 2nd, or
3rd
pri l=low, >, <, =, <>,
m=mediu >=, or <=
m,
h=high,
or t=top
in table
1-999, A-Z or AA-ZZ, V1-V9
holiday
0-9999 (in seconds), A-Z or AA-ZZ, V1-V9
0-9998 (in seconds),
1-9999 (in seconds), A-Z
or AA-ZZ, V1-V9
not in table
ii-digits
>, <, =, <>,
>=, or <=
2–digit string, wildcards (? or +), A-Z or AA-ZZ,
V1-V9
= or <>
none
in table
1–999, A-Z or AA-ZZ, V1-V9
not in table
interflow-qpos
>, <, =, <>,
>=, or <=
1–9, A-Z or AA-ZZ, V1-V9
media-gateway
H.248
= or <>
gateway ID 1–
999
registered
all
any
goto step command only
• meet-me full
• meet-me idle
The options are available only with meet-me conference vectors
no match
oldest-callwait in
port network
skill
hunt group
for VDN:
1st, 2nd, or
3rd
split
hunt group
pri l=low,
m=medium,
h=high, or
t=top
>, <, =,
<>, >=,
or <=
0-998 (in seconds), 1-999 (in
seconds), A-Z or AA-ZZ, V1-V9
port network
ID 1– 999
= or <>
registered
all
any
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
221
Call Vectoring commands
goto step 1–99 if
goto vector 1– 8000 @ step 1–99 if
queue- fail. Is available only with the Attendant Vectoring feature
rolling-asa for
skill
hunt group for
VDN: 1st,
2nd, 3rd
split
hunt group
>, <, =,
<>, >=,
or <=
0-998 (in seconds), 1-999 (in
seconds), A-Z or AA-ZZ, V1-V9
vdn
extension,
latest, or
active
server
= or <>
main, ess, or lsp
service-hours
in table
1-999 (in seconds), A-Z or AA-ZZ, V1-V9
not in table
staffed-agents skill
hunt group
for VDN:
1st, 2nd, or
3rd
split
hunt group
time-of-day is
wait-improved
>, <, =, <>,
>=, or <=
1-1499, 1-1500, A-Z or AA-ZZ, V1-V9
mon, tue, wed, thu, fri,
sat, sun, or all
hour: 00–23
to
best
>, <, =, <>,
>=, or <=
0-9998 (in seconds), 1-9999 (in seconds), A-Z or
AA-ZZ, V1-V9
skill
hunt group for
VDN: 1st,
2nd, 3rd
split
hunt group
pri l=low, >, <, =, <>,
m=mediu >=, or <=
m,
h=high,
or t=top
minute: 00–59
mon, tue,
hour: 00–23
wed, thu,
minute: 00–59
fri, sat, sun,
or all
0-9998 (in seconds),
1-9999 (in seconds), A-Z
or AA-ZZ, V1-V9
unconditionally
• Wild cards: The question (?) mark matches any digit from 0 to 9 at the specified position. The plus (+) sign
matches any or no characters at the specified position.
• Threshold field test: Use the word none to test for an empty digits string. Use the pound (#) sign to match
a single pound (#) sign that the caller enters or an ASAI adjunct in the dial-ahead buffer. In this case, only
the = or <> comparators are valid.
• VDN latest and active: Latest refers to the VDN specified for the current vector and active refers to the
VDN specified by the VDN Override settings.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
222
goto step and goto vector command
goto step and goto vector commands operation
Basic operation
If the command syntax includes unconditionally, the command always branches. The unconditional
form of the command is commonly used for skipping vector commands as well as for looping
through vector commands.
Otherwise, branching takes place according to one of the conditions that follow:
• The average speed of answer for the indicated split/skill or VDN meets the constraints defined
by the comparator and threshold value.
• The number of available agents in the indicated split/skill meets the constraints defined by the
comparator and the threshold value.
• The number of queued calls in the indicated split/skill and at the specified priority level (or
higher) meets the constraints defined by the comparator and the threshold value.
• The number of active calls in the indicated VDN meets the constraints defined by the
comparator and the threshold value.
• The expected wait time at the specified priority level for the indicated split/skill, or for the call
meets the constraints defined by the comparator and the threshold value.
• The oldest call-waiting in the indicated split/skill at the specified priority level (or higher) has
been waiting for a period of time within the constraints defined by the comparator and the
threshold value, which is expressed in seconds.
• The number of staffed agents in the indicated split/skill meets the constraints defined by the
comparator and the threshold value.
• Digits collected using the collect digits command match the criteria defined by the
comparator for the specified digit string. Or, the digits are found or not found, depending upon
the option chosen, in the specified Vector Routing Table. The # digit can be tested against as a
single digit.
• The ani digits match the criteria defined by the comparator for the specified digit string. Or, the
ani digits are found or not found, depending upon the option chosen, in the specified Vector
Routing Table.
• The II-digits match the criteria defined by the comparator for the specified digit string. Or, the IIdigits are found or not found, depending upon the option chosen, in the specified Vector
Routing Table.
• Time-of-day criteria are met.
Note:
The syntax for this condition can be illustrated by a couple of examples, as follows: mon
8:01 to fri 17:00 means anytime between 8:01 A.M. Monday through 5:00 P.M. Friday, and
all 17:00 to all 8:00 means between 5:00 P.M. and 8:00 A.M. on any day of the week.
• The Expected Wait Time (EWT) for the call is decreased by a period of time within the
constraints defined by the comparator and the threshold value, which is expressed in seconds.
The improvement in EWT is defined by calculating the difference between the call’s current
EWT and its EWT were it to be queued to the resource specified in the command.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
223
Call Vectoring commands
• The call’s position in the interflow-eligible portion of the queue meets the condition defined by
the comparator and the threshold value (representing queue position counting backward from
1, which is the head of the eligible queue).
• For Attendant Vectoring, there is no way to check ahead of time to see if a call can queue, and
there is no way to check if, after the fact, a call queued successfully. The queue-fail
command allows you to provide additional routing if a call to an attendant vector fails. You can
redirect the call to another step or to another vector if the call cannot be queued.
General considerations
When a goto command is used in a vector step to connect to a different VDN, the following events
occur:
1. Vector processing continues at the first step in the branched-to vector.
2. Call (if queued) remains in queue.
3. Wait treatment (if any) is continued.
4. Processing then continues in the receiving vector at step 1.
Unconditional branching
Unconditional branching passes control from the current vector step to a preceding vector step, a
subsequent vector step, or to another vector. Unconditional branching is implemented when a goto
step or goto vector command is associated with an unconditionally parameter.
The following example shows a vector that uses an unconditional branching step:
Unconditional branching example
1.
2.
3.
4.
5.
6.
7.
8.
goto step 8 if calls-queued in split 3 pri m > 10
queue-to split 3 pri m
wait-time 12 seconds hearing ringback
announcement 3001
wait-time 30 seconds hearing music
announcement 3002
goto step 5 if unconditionally
busy
In the example shown above, the unconditional branch statement in step 7 establishes a loop
between steps 5 through 7. Vector processing within the loop terminates when:
• An agent answers the call
• The system recognizes that the caller abandoned the call
Conditional branching
Conditional branching passes control from the current vector step to a preceding vector step, a
subsequent vector step, or to another vector. Conditional branching is enabled by a goto step or
goto vector command when a conditional statement is associated with the command.
The list of condition statements that can be assigned, which depends on the features enabled in
your Communication Manager installation, is summarized in the following table.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
224
goto step and goto vector command
Condition statement
Basic call vectoring Advanced vector
routing
ANI and II-digits
routing
available-agents
x
x
x
staffed-agents
x
x
x
calls-queued
x
x
x
oldest call-waiting
x
x
x
time-of-day
x
x
x
rolling-asa
x
counted-calls
x
expected-wait
x
ani
x
II-digits
x
service-hours
x
For information about comparators that can be used with the condition statements, see goto step and goto
vector command on page 219. A to Z and AA to ZZ vector variables and V1 to V9 VDN variables both need
Basic Call Vectoring and Vectoring (variables). In addition, V1 to V9 VDN variables need Call Center
Software 3.0 or later.
The following vector example includes several goto commands that use conditional branching:
Conditional branching example
1.
2.
3.
4.
5.
6.
7.
8.
goto vector 100 if time-of-day is all 17:00 to all 8:00
goto vector 200 if time-of-day is fri 17:00 to mon 8:00
goto step 8 if calls-queued in split 1 pri l > 5
queue-to split 1 pri l
announcement 4000
wait-time 60 seconds hearing ringback
goto step 5 if unconditionally
busy
In the above example, conditional branch test statements are used in steps 1 through 3. If the call is
placed during non business hours, the goto vector command in Step 1 routes the call to vector
100, but if the call is placed during business hours, control is passed to step 2.
In step 2, the goto vector command tests whether the call is placed during the weekend. If the
test outcome is true, the call is routed to vector 200. Otherwise, control is passed to step 3.
In step 3, a goto step command tests for the number of calls that are queued to the main split. If
the number of calls is greater than five, control is passed to busy in step 8. If the number of calls is
five or less, vector processing continues at step 4, which queues the call to split 1. Finally, steps, 5
through 7 specify an announcement-wait cycle until an agent answers the call or the call is
abandoned.
Time adjustments using goto conditionals
Use the following table to decide which goto…if conditional to use for time adjustments.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
225
Call Vectoring commands
Conditional
Use to check for the following time adjustments
goto ...if service-hours
Uses the time adjustments from the Service Hours Table screen.
goto ...if time-of-day
Uses the time adjustments from the VDN Timezone Offset and
DST fields on the VDN screen.
goto ...if holiday
Does not use time adjustments. The system time clock, as defined
for the main server, is used without modification.
A time in the table from the first second of the start time, for example, 08:00:00. Also, the time is
also in the table until the last second of the end time, for example, 17:00:59.
Comparing none, #, and numeric digits
How comparisons worked before vector variables
Prior to the introduction of Communication Manager 3.0, goto comparison tests using keywords
such as none, or # as a threshold value were supported for only the = or <> comparators. For
example:
• goto step 5 if digits = none
• goto step 5 if digits <> #
You cannot enter any other comparators with these keywords.
How comparisons work now
With vector variables and VDN variables, goto test comparisons against or containing the keywords
none or # are allowed with all comparators including <, >, <=, or >=. These keywords can be
compared against digit strings. When Communication Manager tests these comparisons, the
keywords and digits have weighted values ordered as follows:
none < # < 0 < 1 to 9 < 00…
All comparisons are basically string comparisons, not numeric comparisons. A string comparison of
0 is less than 00, and not equal as in a numeric comparison.
With the introduction of Communication Manager 3.0, it is now possible to do less than or greater
than comparisons with variables which can have a value of none (empty string) or # (invalid result or
a single # digit was collected) using the ordering rules above. For example:
goto step 5 if digits = A
goto step 5 if digits <> A
goto step 5 if digits < A
goto step 5 if digits > A
goto step 5 if digits <= A
goto step 5 if digits => A
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
226
goto step and goto vector command
Using these properties, you can determine if a caller has entered a digit between 1 to 9 as follows:
1. collect 1 digit after hearing announcement x for A
2. goto step 1 if A <= 0 [will branch to step 1 if A has a value of none, # or 0]
3. [this step reached if A contains a digit between 1 to 9]
Comparisons still not allowed
You cannot use a comparison of the digits buffer that contains none or# against a specific numeric
value that is not a variable. The goto test will always fail and fall through to the next step. For
example:
2. goto step 1 if digits <= 0 [will branch to step 1 only if digits contains a 0]
3. … [this step reached if digits contains none, # or a digit between 1 to 9]
You cannot directly enter none or # as a threshold value with comparators other than = or <>.
Media gateway, port network, and server vector conditionals
Description of conditionals
You can use any of three registered and unregistered vector conditionals with the goto step or
goto vector commands to set up alternate routing or treatment of calls. These three conditionals
test which type of server is processing the vector. These conditionals also test the registration status
of media gateways and port networks connected with that server. The three conditionals are as
follows:
• media-gateway - monitors the H.248 Media Gateway registration status
• port-network - monitors the port network gateway registration status
• server - monitors the type of server currently processing the vector step for the call
These conditionals allow alternate routing or treatment of calls based on the current status of the
server processing a call, such as:
• The H.248 Media or Port Network Gateway is not registered with the Media Server processing
the call
• A backup server is processing the call in survivable mode due to a failure of IP connectivity.
Reason to use the media gateway, port network, and server vector
conditionals
These conditionals allow you to monitor the Communication Manager when it is running in a
survivable configuration. Based on that knowledge, you can use alternative call handling or
resources. For example, you can use different announcements, Interactive Voice Response
systems (IVRs), or different skills to provide the best possible call handling with the available
resources.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
227
Call Vectoring commands
Syntax of gateway conditionals
The syntax of the gateway conditionals is as follows:
goto step [1-99] if media-gateway
[1–x, all, any] [=, <>] registeredgoto step [1-99] if port-network
[1–x, all, any] [=, <>] registeredgoto vector [1-99] @step
[1-99] if media-gateway
[1–x, all, any] [=, <>] registeredgoto vector [1-99] @step
[1-99] if port-network
[1–x, all, any] [=, <>] registered
Parameter or condition
Description
media-gateway
Refers to a H.248 media gateway.
port-network
Refers to a port network gateway.
x
Refers to the number of gateways supported by the installed server platform.
all
Returns true if all of the equipped gateways or port networks meet the specified
condition.
any
Returns true if any of the gateways or port networks meet the specified
condition.
registered
Refers to the connection with the Communication Manager server currently
processing the vector step for the call.
= registered
Returns true if the specified gateway is registered with the server.
<> registered
Returns true if the specified gateway is not registered with the server
processing the vector step.
When gateways are not equipped
If the specified gateway number or gateway type is not administered, the test fails and logs a vector
event. Vector processing continues at the next step in the vector.
Syntax of server conditionals
The syntax of the server conditionals is as follows:
goto step [1-99] if server
[=, <>]
[main, ess, lsp]
goto vector [1-99] @step [1-99] if server [=, <>]
[main, ess, lsp]
Parameter
Description
server
The server currently processing the vector step for the call
main
The main or primary server for the network or switch configuration
ess
An Enterprise Survivable Server (ESS) as a backup server. The S8500 is an example of
an ESS.
lsp
A Local Survivable Processor (LSP) that has been activated to act as a backup server for
media gateway control. The S8300 is an example of an LSP.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
228
goto step and goto vector command
Example 1
Use the following example to change queue-to skill from 20 to 30 if the server is the LSP.
1.
2.
3.
4.
5.
6.
7.
8.
go to step 4 if server = lsp
queue-to skill 20 pri 1
goto step 5 unconditionally
queue-to skill 30 pri 1
wait-time 10 secs hearing ringback
announcement 1000
wait-time 60 secs hearing music
goto step 6 unconditionally
Example 2
Use the following example to bypass the VRU if port network 5 is not registered. In this example, the
VRU ports terminate on port network 5.
1.
2.
3.
4.
5.
6.
7.
8.
wait-time 0 secs hearing ringback
goto step 6 if port-network 5 <> registered
converse-on skill 50 pri 1 passing vdn and ani
collect 7 digits after announcement none
route-to digits
queue-to skill 25 pri 1
wait-time 10 secs hearing ringback
...
goto step and goto vector command feature interactions
For BSR and LAI, the goto command is treated as a neutral vector command. When a call
experiences LAI, the ani value is sent along with the call for ISDN PRI calls only. ANI is not sent for
internal or DCS calls.
goto step and goto vector command interactions with CMS/BCMS
The goto step command is not tracked by CMS or BCMS.
The ANI and/or II-digits are passed to the CMS when the call first starts vector processing if the
following conditions are true:
• Basic Call Vectoring and/or Call Prompting is optioned
• ANI is available from the network, the call is internal, or is received over DCS
• Information-Indicator Digits (II-digits) is available from the network
• The CMS is R3 (R3V5 was the first version to support II-digits) or a newer version
ANI and II-digits are not passed to BCMS.
The goto vector command is tracked by CMS. The following database items are created.
goto vector command
Database item
Report heading
OUTFLOWCALLS/ OUTFLOWTIME
Vector Flow Out
Notes
GOTOCALLS/ GOTOTIME
INTIME
Avg Time In Vector
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
229
Call Vectoring commands
goto vector command
Database item
Report heading
Notes
INFLOWCALLS
Vector Flow In
New Vector
messaging command
Purpose
With the messaging split or skill command, callers can leave a message for the specified
extension, the active or latest VDN extension (default).
Syntax and valid entries
messaging
skill
hunt group (A valid hunt
for
group is an ACD split or skill
or a non-ACD hunt group
assigned for AUDIX, remote
AUDIX, MSA, or QSIG MWI
on the hunt group.) VDN
skill:
extension number
latest
active
A-Z, AA-ZZ
V1–V9
1st
2nd
3rd
split
hunt group
Requirements
The split or skill involved must be a messaging system split or skill, a remote messaging system split
or skill.
Operation
This command causes the caller to be connected to the messaging system or message center split
or skill so the caller can leave a message for the specified extension, that is, call answering service
or mail.
If the split or skill number specified in the command is a valid message service split or skill such as a
messaging system, and if the extension is either a valid assigned extension or is administered as
active or latest the system attempts to terminate the call to the message service split or skill for call
answering service.
If the call is queued to the message service split or skill, or if the call terminates to an available
message service agent or a messaging system voice port, the caller is connected to ringback,
signifying successful termination, and vector processing terminates. Termination is unsuccessful,
and vector processing continues at the next vector step if any one of the following is true:
• The split or skill queue is full.
• The messaging system link is down.
• All messaging system voice ports are out of service.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
230
messaging command
• The message service split or skill is DCS-AUDIX and all DCS trunks are busy.
If call termination is successful and if the administered extension, or default VDN, is a message
service subscriber, the caller can leave a message for the specified extension.
Note:
Agent or supervisor stations can be equipped with Automatic Message Waiting (AMW) lamps to
accommodate the mail specified in the messaging split/skill command. The lamps can
be assigned for VDNs or extensions used to access the messaging split or skill and for which
messages are to be left. When messages are left for these VDNs or extensions, the assigned
AMW lamps light.
If the extension or VDN is not a subscriber of the message service, the caller receives ringback until
the caller disconnects.
Using a messaging step in a vector
If the extension is a VDN, and the skill group is a QSIG Message Waiting Indicator (MWI) hunt
group, the messaging step in a vector is supported in Communication Manager 2.0 load 205 or later.
Example: 01 messaging skill 1 for extension 6000
In this example, skill 1 is a QSIG MWI hunt group. When a call is made to this hunt group, the call
correctly routes to the mailbox of extension 6000. The SETUP message that is sent out on the QSIG
trunk will correctly have 6000 as the original-called number and redirecting number.
Leaving a recorded message
The following example shows how the messaging split command allows callers to leave
messages when agents are not available.
Leaving a recorded message
1. goto step 8 if time-of-day is all 16:30 to all 7:30
2. goto step 10 if calls-queued in split 47 pri l >= 20
3. queue-to split 47 pri m
4. wait-time 12 secs hearing ringback
5. announcement 4001
6. wait-time 60 secs hearing music
7. goto step 5 if unconditionally
8. announcement 4111 [We’re sorry, our office is closed. If you’d like to leave a
message, please do so after the tone. Otherwise, please call back on weekdays between
7:30 A.M. and 4:30 P.M. Thank you.]
9. goto step 11 if unconditionally
10.announcement 4222 [We’re sorry, all of our agents are busy, please leave a message
after the tone and we will return your call.]
11. messaging split 18 for extension 2000
12. disconnect after announcement 4333 [
We’re sorry, we are unable to take your message at this time. Please call back at your
convenience weekdays between 7:30 A.M.and 4:30 P.M. Thank you.]
13. busy
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
231
Call Vectoring commands
In step 1 of the example vector shown above, the goto step command tests whether the current
time of day is outside of defined business hours. If the test outcome is true, vector processing
branches to step 8.
Step 8 provides an announcement that offers callers the option to leave a recorded message, and
vector processing continues with step 9, which proceeds unconditionally to step 11.
If the caller has not abandoned the call, the messaging split command in step 11 is executed.
In this example, split 18 is an AUDIX split.
Note:
If initial vector processing went to step 2, but split 47 cannot take the call, vector processing
branches to step 10, which also leads to the messaging split command in step 11. In this
example, extension 2000 specifies the audix mailbox for split 47.
If the messaging split command in step 11 attempts to connect the caller to AUDIX but split
queue is full or the AUDIX link is not in operation, termination to AUDIX is unsuccessful and vector
processing continues with step 12, which provides an announcement for callers to try again during
regular business hours.
Answer supervision considerations for the messaging command
If answer supervision has not already been returned, it is returned when the messaging service port
or station is connected to the call (that is, when the call is answered by the port or station).
messaging command feature interactions
Interaction
Description
Messaging-system
hunt group
The command can use a messaging system hunt group.
Command specifies a
specific mailbox
extension
If the command specifies a mailbox extension, the original principal for a call
covered by a VDN is not passed to the adjunct and does not appear in the display
to the answering agent. The specified extension appears in the display.
Command accessed
using a direct call to
the VDN
If the command is accessed using a direct call to the VDN and if the mailbox is
administered as active or latest, the corresponding active or latest VDN
extension mailbox is sent to the messaging-system adjunct. Additionally, if the call
is sent to a switch message service split or skill, the associated VDN name is sent
to the messaging-system adjunct.
Command specifies
active or latest as the
mailbox extension
If the command specifies active or latest as the mailbox extension, the original
principal for a call covered to, or forwarded to a VDN is used as the default mailbox
for the call instead of the active or latest VDN. Accordingly, the original principal
extension and the reason for redirection are passed to the messaging-system
adjunct and these subsequently appear in the display to the answering agent.
Mixed-length
numbering plans
The messaging system does not support mixed-length numbering plans.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
232
messaging command
Interaction
Description
Command leaves a
message for a VDN
If the command leaves a message for a VDN or for another messaging service
extension, the Automatic Message Waiting Lamp (AMWL) associated with the VDN
or extension lights steady.
LAI
For LAI, the command can be treated as either a call acceptance vector command
or a neutral vector command.
Call Acceptance
Vector command
The command is treated as a call acceptance vector command when one of the
following is true:
• Call terminates to an agent or to a messaging-system port.
• Call queues to a messaging split or skill.
Neutral Vector
command
The command is treated as a neutral vector command whenever the command
fails.
Messaging step in a
vector
If the extension is a VDN and the skill group is a QSIG Message Waiting Indicator
(MWI) hunt group, the messaging step in a vector does not work prior to
Communication Manager 2.0 load 205.
messaging command interactions with CMS
When a queued call successfully goes to the messaging split, OUTFLOWCALLS/OUTFLOWTIME
(1st split/skill) and DEQUECALLS/DEQUETIME (2nd/3rd splits [skills]) are tracked in the split/skill
tables. The calls are reported as split/skill Flow Out, Dequeued Calls, and Dequeued Avg Queue
Time.
Calls that queue using a messaging split/skill command are tracked as CALLSOFFERRED
and LOWCALLS (no priority) or MEDCALLS (priority). The calls are shown in the standard reports
according to the final disposition of the call.
The presence of the command in a vector enables the calls serviced by the vector to be vectordirected. When such a call is answered by an agent, the call is tracked as ACDCALLS/ANSTIME,
and it is reported as ACD Calls, Split/Skill ACD Calls, and Avg Speed Ans.
Finally, if the command directs a call to a split/skill, the BACKUPCALLS database item is
incremented, and the call is reported as Calls Ans in Backup and Calls Handled/Backup. The Calls
Ans in Main report item is calculated by using the algorithm ACDCALLS - BACKUPCALLS.
A call abandoned after the command routes the call to a station or to an attendant is tracked as
ABNCALLS/ABNTIME for the messaging split/skill and in the VDN/vector tables.
messaging command interactions with BCMS
A call advanced to another position using the messaging command is tracked as an outflow in the
VDN report.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
233
Call Vectoring commands
queue-to command
Purpose
The queue-to command queues calls to a split or skill, attendant group, attendant, or hunt group. If
all agents or attendants are busy, the queue-to command assigns a priority level to the calls.
Syntax and valid entries
queue-to
attd-group
This option is available with Attendant Vectoring.
attendant
extension number
best
hunt-group
skill
group number
priority (pri)
A valid group number is a vector-controlled hunt
group of any type such as Automatic Call
Distribution (ACD) or Uniform Call Distribution
(UCD).
• l=low
Vector Directory Number (VDN) skills
• t=top
• m=medium
• h=high
• 1st Skill
• 2nd Skill
• 3rd Skill
split
hunt group
Requirements
The split or skill must be vector-controlled.
Operation
A call sent with the queue-to command connects to an available agent or an attendant in the
specified resource or enters the resource queue. When the call enters a queue, the queue-to
command does not provide feedback to the caller. Other vector commands can provide wait
treatment for calls in a queue.
With Attendant Vectoring, you can use the wait-time 0 secs hearing ringback step to
provide immediate feedback to callers. The queue-to command does not provide ringback until the
call rings at the attendant station. Do not use the wait-time step as the first vector step or as the
step immediately before a queue-to step.
With singlesite Best Service Routing (BSR), the queue-to best command queues a call to a local
split or local skill that the consider series finds as the best resource.
With multisite BSR, the best resource can be at a remote location. The queue-to best command
then forwards the call to the interflow VDN for that location. You can administer the interflow VDN on
the BSR Application Plan screen.
The system can queue a call to up to three local splits or local skills. A call remains in the queue
until vector processing terminates, the caller drops or abandons the call, or the call reaches the
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
234
queue-to command
station of an agent. The disconnect, busy, or route-to command can terminate vector
processing.
When an agent becomes available in a split or skill to which the system queues the call, the
following occurs:
• The call rings at the agent station.
• The system removes the call from other queues.
• The system stops vector processing.
If the entered split or skill is one of the split or skill to which the call is already queued, the system
queues the call again at a new priority level. If the priority level specified is the same as the priority
level at which the call is queued, the call remains in the same position in the queue. Vector
processing skips the step and moves to the next step for any of the following:
• Queue of the split or skill is full. A split or skill queue can be full if you administer a limit on the
number of calls that the system can put in the queue. You can administer the Queue Limit field
on the Hunt Group screen to a limit from 1 to 999 calls. The default option for the Queue Limit
field is unlimited.
• Split or skill is not vector-controlled.
• Split or skill has no queue and no available agents. A split or skill has no queue if the Queue
field on the Hunt Group is n.
With Expert Agent Selection (EAS), all ACD groups have the field option as y in the following
fields on the Hunt Group screen:
- ACD
- Queue
- Vector
Therefore, the system puts calls in the queue regardless of whether agents log in to the
system.
• Call was previously queued to three splits or skills.
You can use a route-to command to another VDN to remove a call from a queue and to put the
call in another queue.
The queue-to best command has operations and interactions similar to the queue-to split/
skill command when the best resource is a local split or local skill. When the best resource is at a
remote location, the queue-to best command functions as an unconditional route-to
command with no coverage, performing Look-Ahead Interflow (LAI).
When vector processing executes a queue-to best command, the command initializes data for
the best resource that the consider series finds for the call. If the consider series does not
define best data, the system logs a vector event and vector processing moves to the next vector
step.
A consider series might not produce the best data because of the following reasons:
• All resources that the consider series checks are unstaffed.
• No resource that the consider series checks has an open queue slot.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
235
Call Vectoring commands
• Best data started before execution of the reply-best step because the status poll vector has
no consider steps or because the vector contains a step that initializes best data.
If a queue attempt to a local resource fails, the system logs a vector event and vector processing
moves to the next vector step. The command initializes the best data.
If an interflow attempt to a remote resource fails, the system logs a vector event and vector
processing moves to the next vector step. If the consider series finds a local split or local skill as
the best resource before an interflow attempt, the system queues the call to the local resource. The
command initializes the best data and vector processing moves to the next step.
queue-to split command
This command queues a call unconditionally. The queue-to split command sends a call to a
split and assigns a queuing priority level to the call in case all agents are busy. The following topics
also apply to the check split command.
queue-to split command considerations
• Keep split queues large to allow all incoming calls to be queued. If a queue is too small, a
queue-to split or a check split command can fail to queue a call due to a lack of
available queue slots and the call can be dropped.
• Include a vector step that tests a split queue before queuing calls and an alternate step that
provides fallback treatment if the queue is full.
• When calls queue to backup splits, calls also remain in queue for any previous splits to which
the calls were directed. When a split answers a call that is queued in multiple splits, the call is
removed from all the other split queues.
• The check split, queue-to split, and converse-on commands can access only splits
that are vector-controlled. A split is vector-controlled if you set the Vector field on the Hunt
Group screen to y.
• When you set EAS to y, multiple split queuing changes to multiple skill queuing.
Multiple split queuing
The term “multiple split queuing” refers to the queuing of a call to more than one split at the same
time. Incoming calls can be queued to a maximum of three ACD splits.
The following example vector shows this process.
Multiple split queuing example
1.
2.
3.
4.
5.
6.
7.
8.
goto step 4 if calls-queued in split 1 pri l >= 10
queue-to split 1 pri t
wait-time 12 seconds hearing ringback
check split 2 pri m if calls-queued < 5
check split 3 pri m if calls-queued < 5
announcement 3001
wait-time 50 secs hearing music
goto step 4 if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
236
queue-to command
In the example, vector step 1 tests whether the main split queue, which has 10 queue slots, is full
and branches to one of the following vector steps. A low priority is specified to count calls in queue
at all priority levels.
Note:
To prevent completion of vector processing without queuing the call to a split, check the split
queue before queuing to the split. If the queue is full, provide an alternate treatment such as
queuing to an alternate split. Use the check for available queue slots only if you have not used
Dynamic Queue Slots for an entire Communication Manager instance.
If the main split queue is full, a goto command skips the main split and goes directly to step 4 to
check backup splits. Otherwise, vector processing goes to step 2.
In step 2, a queue-to split command queues calls to split 1 at a top priority. Once the call is
queued, vector processing continues with step 3.
Step 3 uses a wait-time command to specify 12 seconds of delay. If the call is not answered
within 12 seconds, vector processing continues with step 4.
Step 4 contains a check split command that tests whether there are less than five calls queued
to split 2.
• If the test outcome is true, the command attempts to connect the call to an agent in the split. If
such a connection cannot be made, the command puts the call in the split queue at the
specified priority level and vector processing continues with step 5.
• If the test outcome is false, the vector processing continues with step 5.
Step 5 contains another check split command that repeats the same process described for step
4, with the exception that the attempt to queue is now applied to split 3.
At this point in the vector process, if all previous attempts to direct the call to an available split do not
succeed, steps 6, 7 and 8 are used to provide caller feedback and loop the call back to step 4 for
additional attempts to connect to a split.
Option with VDN as the coverage point
You can use a VDN as the last point in a coverage path. The option allows calls to first go to a
coverage and then be processed by Call Vectoring or Call Prompting. With the option, you can
assign AUDIX to a vector-controlled hunt group and therefore enable access to the servers using a
queue-to split or check split command.
The following example shows a vector, for which the VDN serves as a final coverage point, that
allows the caller to leave a recorded message.
Leaving recorded messages (VDN as the coverage point option)
VDN 1 (used in a coverage path)
Vector 1
1. goto step 7 if time-of-day is mon 8:01 to fri 17:00
2. goto step 13 if staffed-agents in split 10 < 1
3. queue-to split 10 pri 1 [AUDIX split]
4. wait-time 20 seconds hearing ringback
5. announcement 1000 [“Please wait for voice mail to take your message.”]
6. goto step 4 if unconditionally
7. goto step 2 if staffed-agents in split 20 < 1
8. queue-to split 20 pri 1 [audix split]
9. wait-time 12 seconds hearing ringback
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
237
Call Vectoring commands
10. announcement 1005 [“Please wait for an attendant to take your message.”]
11. wait-time 50 seconds hearing music
12. goto step 10 if unconditionally
13. disconnect after announcement 1008 [“We cannot take a message now. Please call
back tomorrow.”]
In steps 3 and 8, the caller can choose to leave a recorded message, but the queue-to split
command is used instead of the messaging split command. The call is actually queued to the
AUDIX split.
However, a messaging split command does not queue the call to the split. Instead, if the
command is successful, the caller is connected to the split so the caller can leave a message for the
specified extension. However, termination to the split can be unsuccessful due to factors that cannot
be checked by vector processing. For example, the AUDIX link does not function, or if all AUDIX
ports are out of service.
As a result of the queuing process, you can include a wait-announcement loop after each queueto split step and the appropriate loop can then be executed until the call is actually terminated to
either an AUDIX voice port or to an available message service agent. In this vector, steps 4 through
6 comprise the first wait-announcement loop and steps 10 through 12 comprise the second such
loop.
Answer supervision considerations for the queue-to command
Answer supervision is returned when the call connects to an agent.
queue-to command feature interactions
The queue-to command can access a messaging system split or skill in cases where a VDN is
assigned as a coverage point. To enable this function, you must assign the split or skill as a vectorcontrolled hunt group.
For BSR and LAI, the queue-to command can be treated either as a call acceptance vector
command or a neutral vector command.
The queue-to command is treated as a call acceptance vector command when one of the
following conditions is true:
• Call terminates to an agent.
• Call queues to a split or skill.
• BSR interflowed call is accepted at remote interflow vector.
The queue-to command is treated as a neutral vector command when the call neither terminates
nor queues.
No COR checking is carried out when a queue-to step places a call to a split or skill.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
238
queue-to command
queue-to command interactions with CMS
Calls queued using a queue-to split/skill command are tracked as CALLSOFFERRED and
LOWCALLS/MEDCALLS/HIGHCALLS/TOPCALLS.
Split/skill calls are reported in the standard reports according to the final disposition of the call.
The presence of the command in a vector enables the calls that are serviced by the vector to be
vector-directed. When such a call is answered by an agent, the call is tracked as ACDCALLS/
ANSTIME, and it is reported as ACD Calls, Split/skill ACD Calls, and Avg Speed Ans. If the call is
also queued to other splits/skills, OUTFLOWCALLS/OUTFLOWTIME is tracked in the first split/skill
to which the call queues, and Flow Out is reported (unless the split/skill turns out to be the
answering split/skill). DEQUECALLS/DEQUETIME is tracked in the second and third splits/skills if
these splits/skills are not the answering split/skill, and the call is reported as Dequeued Calls and
Dequeued Avg Queue Time. However, if the second or third split/skill is the answering split/skill,
INFLOWCALLS is tracked in the split/skill, and the call is reported as Flow In.
If the call abandons after the command queues the call to a split/skill, ABNCALLS/ABNTIME is
tracked for the vector, the VDN, and the first split/skill to which the call is queued. The call is
reported as Aban Call and Avg Aban Time. If the call is also queued to other splits/skills,
DEQUECALLS/DEQUETIME is tracked in these splits/skills, and the call is reported as Dequeued
Calls and Dequeued Avg Queue Time.
BSR status poll calls are not counted as interflows. BSR interflows are now tracked as network
interflowed calls (NETCALLS) by the CMS at the receiving switch. The CMS tracks a call’s
accumulated time-in-VDN as NETINTIME (that is, the NET_TIME value on the CMS at switch C
combines the time a call has spent in VDNs at any previous locations, as communicated by
information forwarding. The NETINTIME can be added to the time spent in the local switch to
provide reports that include the total time the call has spent in the call center network (e.g., total
ASA).
queue-to command interactions with BCMS
The total number of calls that are queued to the VDN using the queue-to command and then
answered by an agent within a specified time period is tracked as ACD calls in the VDN report. The
average time that calls spend in a vector before being connected using the queue-to command as
ACD calls to an agent is tracked as AVG SPEED ANS in the same report.
There is no added tracking for calls interflowed by BSR. BCMS tracks the calls as outflow in the
VDN report.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
239
Call Vectoring commands
reply-best command
Purpose
Use the reply-best command only in status poll vectors in multisite BSR applications, where the
command returns best data for the location to the primary vector on the origin Communication
Manager.
Syntax
reply-best
Note:
This multisite BSR command is available only when you activate the Virtual Routing
feature.
Requirements
You must set EAS to y to use the reply-best command.
Operation
The purpose of the reply-best step is to return data for the best resource found by the
consider series in a status poll vector to the primary vector in a multisite BSR application. The
status poll vector executes in response to a call from a consider step in the primary vector. Each
time the status poll vector executes, the reply-best step:
• Drops the incoming call without returning answer supervision.
• Returns status data to the primary vector using the ISDN DISCONNECT message.
• Clears the best data.
• Terminates processing in the status poll vector.
If the incoming call is not a trunk call, the reply-best command drops the call and logs a vector
event. No status data is returned to the origin Communication Manager.
If the consider series yields no best data, the reply-best command drops the incoming call
without returning answer supervision, terminates vector processing, and returns an infinite value for
Expected Wait Time (EWT) in the DISCONNECT message. A consider series does not always
produce best data due to any of the following reasons:
• All resources being checked are unstaffed.
• No resource being checked has an open queue slot.
• The best data is cleared before execution of the reply-best step, which can be because
there are no consider steps in the status poll vector or because the vector contains a prior
step that clears best data.
Answer supervision considerations for the reply-best command
The reply-best step does not return answer supervision.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
240
return command
reply-best command interactions with CMS/BCMS
Operation of the reply-best command is not reported or tracked by the CMS or by the BCMS.
return command
Purpose
The goto vector command can invoke a subroutine call. After the subroutine has processed, the
return command returns vector processing to the step following the goto vector command.
Reason to use
When you use a subroutine, you need a command that returns vector processing to the calling
vector.
Syntax
return
Operation
The subroutine return destination information for a goto vector command branch remains with
the call until a return command is executed in a subsequent vector step, or until vector processing
terminates for that call. Multiple return destinations, one for each goto vector command branch
executed for the call, are stored for the call in Last In First Out (LIFO) order up to the limit of 8,000
or 400. When a return step is executed, the processing uses the most recent return destination for
the call, which clears that return destination. A subsequent return step uses the next most recent
return destination - and so on - until all return destinations for the call have been cleared.
The subroutine return destination information remains with the call through any subsequent vector
processing, including subsequent goto vector commands. The exception is when a route-to number/
digits to a VDN step is executed for the call or when vector processing ends for the call. When the
route-to VDN step is executed, all subroutine return destinations stored for the call are cleared, and
the call is removed from any queues. All return destinations for the call are also cleared when vector
processing ends for the call.
When return destination information is not stored
If there is no subroutine return destination stored for the call when a return step is reached in vector
processing, the return request is not processed and vector processing continues with the next step
following the failed return step.
All data stored for the call remains with the call when the return command is executed. Also, the call
remains in queue and continues to give any feedback, such as music.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
241
Call Vectoring commands
Memory full conditions
An active subroutine call occurs when a goto vector command is executed. If the return destination
space is full, the goto vector step still branches as determined by the conditional. When the return
step reaches the branched-to vector, the following occurs:
• A return destination memory full vector event is generated
• Vector processing does not execute the return step and continues with the next step following
this failed return step. If it is the last step, it is treated as a stop step.
route-to command
Purpose
Routes calls either to a destination specified by the digits collected from the caller or an adjunct
(route-to digits), or routes calls to the destination specified by the administered digit string
(route-to number).
Syntax and valid entries
route-to
digits with coverage y or n
meet-me. The option is available only with meet-me conference vectors.
number
Up to 16 digits from 0 to 9
<digits>
[A-Z, AA-ZZ, V1-V9]
<digits>*<digits>A
<digits>#<digits>A
with coverage y,
n
if digit >, >=, <>,
=. or <=
0-9 #
if interflow- qpos
<= or >=
1-9
unconditionally
<digits>~p<digits>A
<digits>~m<digits>A
<digits>~s<digits>A
<digits>~w<digits>A
<digits>~W<digits>A
~r, ~r+
~r*, ~r#
*<digits>~L<digits>#
name1,
name2, or
name3
with coverage y, n
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
242
route-to command
• route to number: Supports vector variables from A to Z or from AA to ZZ and VDN variables from V1
to V9. The variable value, in decimal digits, is defined elsewhere before the route-to number
command is executed. Each variable whether a single or double character counts as two digits towards
the maximum digits in the number field. The variable can be preceded by digits as long as the total is
within the 16 digit or character position limit. The variable must always be the last entry and cannot be
followed by a digit.
• <digits>: The notation <digits> means that more than one digit in the range of 0 to 9 can be inserted for
the application.
• Pound (#) sign: The character is used in the threshold field to match a single pound (#) sign entered by the
caller or an ASAI adjunct in the dial-ahead buffer. In this case, only the “=” or “<>” comparators are valid.
• route to name: The parameter is available only with the Dial by Name feature.
Note:
• The route-to command supports service observing FACs, VDN observing by location,
remote logout of agent FAC, remote access extension, attendant access number, and
other destination numbers.
• The route-to number command is the destination and is entered in the number field.
This field can contain an administration limit of a maximum of 16 decimal digits or
combination of characters and numbers that total 16. Special notations such as “~p” with
“a~” followed by a character are counted as two digits towards the 16.
• Use of a variable allows having a route-to number destination address of more than 16
digits since a variable can be assigned up 16 digits during processing and is combined with
the entry in the number field.
• When the specified number is preceded by “~r”, an NCR invocation is attempted back over
the trunk group to the network service provider. The “~r” sequence is counted as two digit
positions toward the 16 total. The “+” character is an indication for E.164 numbering
required by some network service providers for NCR invocation over SIP trunks. The “+”
character is counted as two digit positions towards the 16 total. The “~r” or “~r+” entries
must be in the initial digit or character positions of the number field.
• By prefixing a VDN number with “~r*” or “~r#” in route-to number command, you can
access an FAC, or a remote phone number over an NCR. Using the “*” prefix, you can also
access a remote number for which you must dial “*9”. For this, you must set up and call a
VDN that includes 9 followed by the phone number. For example,
route-to number *V1 if cov unconditionally
command can route to an external number *913032451234 if V1 is set up as
913032451234.
Operation
The route-to digits command attempts to route a call to a set of digits collected from the
caller, an adjunct, or the network. The route-to number command attempts to route a call to the
destination specified by the administered digit string.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
243
Call Vectoring commands
Operation details for the route-to command
You can use the route-to command with or without coverage.
The following table summarizes the operation of the route-to command for each destination type
and the conditions with the commands.
Condition
Invalid destination
cov = n any step
cov = y any step
Go to the next step or stop vector
processing
Go to the next step or stop vector
processing
Vector assigned
Go to a new vector
Go to a new vector
Vector has no steps
Stop vector processing
Stop vector processing
VDN extension
Call remains in a queue and the caller
continues to hear feedback.
In the case where the route-to
command fails and vector processing
stops because of a busy station or a trunk
group, you can implement retry in the
vector.
For retry, include an unconditional goto
step as the last step for a loopback to the
route-to command.
To reduce processor occupancy, use an
intermediate wait-time step with
feedback and delay interval.
A call that Communication Manager routes to a VDN using route-to number with cov = y
unconditionally functions similar to a directly dialed call instead of a VDN call. Therefore, the
terminating station displays only the originating station information and does not show the VDN information.
For other types of VDN calls, the terminating station displays the VDN name.
When Communication Manager routes a call to a VDN, Communication Manager ends vector processing of
the previous vector and removes the call from the queues that the previous vector establishes for the call.
Station extension idle with all call appearances idle
Call Forwarding (CF) ALL
Active or CF direct agent
calls
Forward the call, move to the next step, or Forward the call, send the call to
stop vector processing
the coverage point, or play a busy
tone
Coverage
Direct agent calls
Ring an idle call appearance
Send the call to the coverage
point
Extension all
Go to next step or stop vector processing
Send the call to the coverage
point
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
244
route-to command
Condition
cov = n any step
cov = y any step
Send All Calls (SAC)
Ring an idle call appearance
Send the call to the coverage
point
None
Ring an idle call appearance
Deliver the call with coverage
Station extension active with idle two-way appearance
CF-ALL active
Forward the call, move to the next step, or Forward the call, send the call to
stop vector processing
the coverage point, or play a busy
tone
Station extension busy with no idle two way appearance
Extension in hunt group
Put the call in a queue, move to the next
step, or stop vector processing
Put the call in a queue, send the
call to the coverage point, or play
a busy tone
CF-ALL Active or CF direct
agent calls
Forward the call, move to the next step, or Forward the call, send the call to
stop vector processing
the coverage point, or play a busy
tone
Call waiting for analog
station
Go to the next step or stop vector
processing
Call continues to wait in a queue
Go to the next step or stop vector
processing
Send the call to the coverage
point
Coverage
Extension active
Extension busy
Send the call to the coverage
point
All
Send the call to the coverage
point
Send All Calls (SAC)
Send the call to the coverage
point
None, hunt, forward, or
coverage destination is
unavailable
Play a busy tone
Extension with incompatible
Class of Restriction (COR)
Go to the next step or stop vector
processing
Terminating Extension Group (TEG)
All members are idle
Ring an idle call appearance
Deliver call with coverage
A member is active on TEG
Go to the next step or stop vector
processing
Send the call to the coverage
point or play a busy tone
No idle call appearance
Go to the next step or stop vector
processing
Send the call to the coverage
point or play a busy tone
Idle agent
Ring an idle call appearance
Deliver call with coverage
No idle agent
• Cannot put the call in a queue: Go to
the next step or stop vector processing
Play a busy tone
Hunt group extension
Put the call in a queue
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
245
Call Vectoring commands
Condition
cov = n any step
• Put the call in a queue
cov = y any step
Extension on another node: Uniform Dialing Plan (UDP) DCS or non-DCS
Trunk available
Deliver the call
Deliver the call
Trunk unavailable
Go to the next step or stop vector
processing
Put the call in a queue or play a
reorder tone
No DCS buffer for routing
Deliver the call with or without the DCS
message
Deliver the call with or without the
DCS message
Trunk Access Code (TAC) destination
Trunk group no dial access
Go to the next step or stop vector
processing
Route the call to a local attendant
Trunk available
Deliver the call
Deliver the call
Trunk unavailable
Go to the next step or stop vector
processing
Put the call in a queue or play a
reorder tone
Automatic Alternate Routing (AAR) or Alternate Route Selection (ARS) Feature Access Code (FAC)
destination including subnet trunking
Trunk group no dial access
Try the next route
Route the call to a local attendant
Trunk available
Deliver the call
Deliver the call
Other routes are available
Deliver the call
Try the next route
All routes are busy
Go to the next step or stop vector
processing
• No Pattern Queuing: Play a
reorder tone
• No pattern queuing
• Queuing assigned: Queue to
pattern
• Queuing assigned
Attendant queue (dial 0)
Idle attendant
Ring an idle call appearance
Deliver the call with coverage
No idle attendant
Put the call in a queue
Put the call in a queue
Assigned destination
Deliver to Night Service
Deliver to Night Service
Unassigned destination
Put the call in a queue
Put the call in a queue
Idle attendant
Ring an idle call appearance
Deliver the call with coverage
Busy attendant
Put the call in a queue, go to the next
step, or stop vector processing
Put the call in a queue or play a
busy tone
• Not in Night Service
• In Night Service
Individual attendant access
Centralized Attendant Service (CAS) with caller at a branch location
Available Release Link
Trunks (RLTs)
Ring an idle call appearance
Deliver the call with coverage
All RLTs busy
put the call in a queue, go to the next
step, or stop vector processing
Put the call in a queue or play a
busy tone
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
246
route-to command
Condition
cov = n any step
cov = y any step
Inter-PBX attendant call
Trunk group controlled
Route to local attendant
Route the call to a local attendant
Trunk available
Deliver the call
Deliver the call
Trunk unavailable
Go to the next step or stop vector
processing
Play a reorder tone
Look-Ahead Interflow (LAI): Feature active and routes over ISDN-PRI with one exception. Any route-to
with cov = y step that routes over ISDN-PRI cancels LAI.
The exception occurs when a call reaches a vector with coverage to a VDN. Communication Manager does
not forward calls but redirects calls that cover to a VDN.
For covered calls, a route-to command with coverage functions as if the coverage field option is n.
Therefore, a route-to with coverage = y routes covered calls with LAI over ISDN facilities if LAI is
active.
B-channel is available
Bearer (B) channel
unavailable
Go to the next step or stop vector
processing
Put the call in a queue or play a
reorder tone
• Accept call
Interflow succeeds. The originating
Call cut-through
Communication Manager server removes
the call from any queue or feedback, such
as music or ringback.
• Reject call
Go to the next step or stop vector
processing
Play a busy tone or disconnect
the call
Receiving Communication Manager with LAI.
• Accept call
Interflow succeeds
Call cut-through
• Reject call
Go to the next step at the receiving
Play a busy tone or disconnect
Communication Manager server or the
the call
originating Communication Manager
server treats the call as rejected after a 2–
minute time out
• if interflow-qpos
Determine if the queued call is eligible for interflow
Invalid destinations include the following:
• Attendant Control of Trunk Group Access (ACTGA) destination
• COR of the VDN. For example, origination restricted, Facility Restriction Level (FRL) of a VDN that is
lower than that required for AAR or ARS pattern access
• Empty, for example, zero collected digits or invalid route-to destination number
• Incompatible calling and destination partitions
• Incomplete number of digits for the AAR or ARS pattern
• Maintenance busy station extension
• Non AAR or ARS FAC
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
247
Call Vectoring commands
Condition
cov = n any step
• No routes assigned to the AAR or ARS pattern
cov = y any step
• Off-net forwarding destination
• Unassigned extension number
The collected digits must match a valid ARS analysis string if:
• Call routing includes a Trunk Access Code (TAC) destination
• The TAC is for a Central Office (CO) or a Foreign eXchange (FX) trunk with a route-to with
coverage = n step
If the collected digits do not match a valid ARS analysis string, Communication Manager treats the
destination as invalid. For other trunk types with a route-to number or route-to digits with
coverage = n step, the step succeeds, that is, Communication Manager ends vector processing when
Communication Manager seizes the trunk.
For a route-to with coverage = y step, the step succeeds if Communication Manager assigns the
TAC.
If you administer coverage as y, Communication Manager removes the call from vector processing
when vector processing reaches the route-to step regardless of the facility or remote
Communication Manager availability. Even if the destination is available, Communication Manager
removes the call out of the queue and also removes any feedback, such as music or ringback.
If the receiving Communication Manager vector rejects the call, the busy command or forced
disconnect command defines subsequent call treatment.
Communication Manager treats the call as if the destination is directly dialed. Treatment includes
coverage, call forwarding, and incomplete call treatment, that is, busy, reorder, or intercept tones.
The answering station sees only the caller name and the number, unless you administer Display
VDN for Route-To DAC on the Vector Directory Number (VDN) screen as y.
Communication Manager treats a routed call with an adjunct routing link command in the
same way as a routed call with a route-to with coverage = y command.
Conditional route-to statements
For the route-to number ... if digit command, the call is conditionally routed to a
specified destination according to a single digit entered by the caller. If the digit collected in the last
collect digits command matches the specified comparison in relation to the administered digit,
the command attempts to route the call to the specified destination.
Destinations for the route-to command
The destination for a route-to command can be any of the following:
• Internal extension. For example, split or hunt group and station.
• VDN extension
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
248
route-to command
• Attendant or attendant hunt group or queue
• Attendant access number
• Remote extension (UDP/DCS)
• External number such as a TAC or AAR/ARS FAC followed by a public or private network
number. For example, 7-digit ETN and 10-digit DDD.
• Remote access extension.
• Service Observing (SO) FAC
• Another Avaya switch via Network Call Redirection (NCR)
• Remote Logout of Agent FAC
• Forced Agent Logout/AUX work By Location/Skill FACs
Note:
The settings of the Class of Restriction (COR) of the active VDN are used for calling
permissions when routing via the route-to command. The route-to digits command can be
used to implement an automated attendant function.
Command completion and failures
• The route-to digits command fails if no digits are collected. Vector processing continues
at the next vector step.
• The route-to number ... if digit command fails if more than one digit is collected or
if the digit comparison fails. Vector processing continues at the next command.
• The route-to number ... if interflow-qpos command fails if the call is not in the
eligible queue established by the interflow-qpos condition. Vector processing continues at the
next command.
• If the route-to command is successful, vector processing terminates. Otherwise, vector
processing continues at the next vector command.
A route-to step in a vector is treated as coverage set to n, for a covered call regardless of the
coverage setting.
If the number expressed in the command is a system extension or an attendant group, and not a
VDN, the system treats the step as successful if one of the following conditions occurs:
• The endpoint is alerted.
• The endpoint has Call Forwarding or Night Service enabled and the night service destination is
alerted.
• The endpoint has off-premises Call Forwarding, that is, UDP Hunt Night Service, enabled and
a trunk is seized.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
249
Call Vectoring commands
The system provides ringback to the caller and vector processing terminates. However, if the call
cannot complete successfully, for example, no idle appearance is available, vector processing
continues at the next vector command.
About the number field
If the number is a VDN extension
The following events occur:
• Vector processing terminates within the current vector and the call is removed from any
queues.
• Any call-related data such as dial-ahead digits and collected digits remain with the call.
• If the current VDN is administered with override, the new VDN overrides current VDN
information.
• Processing of the vector associated with the routed-to VDN extension begins.
If the number is an AAR/ARS FAC plus digits, or if it is a remote Uniform Dial Plan
(UDP) extension
Standard Automatic Alternate Routing (AAR) / Automatic Route Selection (ARS) processing is
performed to select the trunk group and outpulse the digits. If a trunk is seized, vector processing
terminates, and the calling party hears feedback provided by the far end. Otherwise, the call cannot
complete successfully because no trunks are available, the Facility Restriction Level (FRL) / Class
of Restriction (COR) is restricted and vector processing continues at the next vector command.
If the number is a Trunk Access Code (TAC) plus digits, and a trunk is seized
Vector processing terminates, and the calling party hears feedback provided by the far end.
Otherwise, the call cannot complete successfully (because no trunks are available, the COR is
restricted, etc.), and vector processing continues at the next vector command.
If the number is any other number, such as an FAC other than an AAR/ARS or
Service Observing
The command is unsuccessful, and vector processing continues at the next vector command.
Abbreviated Dialing special characters
You can use the Abbreviated Dialing (AD) special characters in the number field when programming
an AD list entry. Each of the following characters instructs the system to take a different action when
dialing reaches the point where the character is stored. Each special character counts as two digits
towards the maximum count of 16 digits.
• ~p (pause): Delay the transmission of the digits following the character for 1.5 seconds.
• ~w (wait): Wait for up to 30 seconds for the far end dial tone.
• ~m (mark): Change the digits following the character to outpulse DTMF digits.
• ~s (suppress): Suppress the display of digits following the character.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
250
route-to command
• ~W (indefinite wait): Wait indefinitely for a far end dial tone. Use the “~W” character when the
response time is more than 30 seconds.
You can use the following variables in the number field alone or in combination with special
characters and preceding digits. Each variable whether a single or double character counts as two
digits towards the maximum count.
• A - Z or AA – ZZ vector variables defined in the Variables For Vectors screen.
• V1 - V9 VDN variables assigned to the active VDN for the call.
You can use another special character, “~L” (location) in the route-to number command when
programming the VDN Observing by Location feature. The location character indicates that the
digits following the character “~L” comprise the location ID number of the location to be observed.
You can use up to three digits to indicate the location ID number.
Using the route-to command for NCR
You can use variables with the ~r special character in the route-to number command to activate
Network Call Redirection (NCR). The digits following the invocation character are the Service
Provider network redirect to phone number address without inclusion of an internal access code.
Use the any of the following formats:
• ~r<number up to 14 digits> - This option allows you to enter a specific number. For example,
~r13035552345. This format can contain only up to 14 digits for the redirection address
because ~r takes up 2 digit spaces of the 16-digit number field.
• ~r[A-Z or AA-ZZ] - This option allows you to enter a vector variable as the redirect to address.
For example, ~rA. The variable can have a value up to 16 digits during processing since it is
not counted towards the number field 16 digit limit during administration. The variable letter(s)
can have preceding digits following the ~r. For example ~r123AB. The variable character(s)
always count as two digits towards the 16 digit number field limit.
• ~r[V1-V9] - This option allows you to enter a VDN variable. For example ~rV1. This variable
can also have a value up to 16 digits and can have preceding digits following the ~r. The
variable always counts as two digits towards the 16 digit number field limit.
• ~r+<number up to 12 digits> - This option allows you to enter a specific number for the special
case where a network Service Provider requires the + character to indicate E.164 numbering
for NCR invocation over a SIP trunking interface with the network. For example, ~r
+305558754. This format can contain only up to 10 digits for the redirection address because
~r and + both take up 2 digit spaces each for a total of 4 spaces of the 16-digit number field.
• ~r+[A-Z or AA-ZZ] - This option allows you to enter a vector variable as the E.164 numbered
redirection address. For example, ~r+A. The variable can have a value up to 16 digits during
processing since it is not counted towards the number field 16 digit limit during administration.
The variable letter(s) can have preceding digits following the ~r+. For example ~r+123AB. The
variable character(s) always count as two digits towards the 16 digit number field limit.
• ~r+[V1-V9] - This option allows you to enter a VDN variable as the E.164 numbered redirection
address. For example ~r+V1. This variable can also have a value up to 16 digits and can have
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
251
Call Vectoring commands
preceding digits following the ~r+. The variable always counts as two digits towards the 16 digit
number field limit.
For examples, see Using route-to number ~r vector step to activate NCR in Avaya Aura® Call Center
Elite Feature Reference.
Coverage parameter
The optional coverage parameter determines if coverage must apply during routing. If coverage
applies and if the digits entered are valid, the following occurs:
• Ringback is provided.
• Vector processing terminates.
• Normal termination and coverage are implemented.
route-to number command
The route-to number command is used to route calls to a vector-programmed number.
About interflow routing
Calls can be routed to a programmed number using a process known as Interflow.
Interflow allows calls, directed to a split, to be redirected to an internal or an external destination. For
Basic Call Vectoring, the destination is represented by a number programmed in the vector. The
number must be provided in the route-to number command and is associated with one of the
following destination types:
• Attendant or attendant queue
• Local extension
• Remote (UDP) extension
• External number
• VDN
• Feature Access Code
• Remote phone number for which you must dial *9 as prefix
Interflow Routing considerations
• Do not allow calls to interflow back and forth between vectors on remote servers and local
servers. This process can cause a single call to use up all available trunks.
• When the route-to number command is used to chain multiple vectors for enhanced
processing capabilities, the following events occur:
1. Vector processing begins at the first step in the vector assigned to the routed-to VDN.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
252
route-to command
2. The call is removed from any queues to which the call was previously assigned.
3. Any previously assigned wait treatment is disabled.
4. Processing continues in the receiving vector at step 1.
Call interflow example
VDN (extension=1000
name=‘‘Billing Service’’ vector=55)
Vector 55:
1. announcement 3001
2. goto step 8 if oldest call-wait in split 1 pri l > 120
3. goto step 8 if calls-queued in split 1 pri l > 10
4. queue-to split 1 pri t
5. wait-time 50 seconds hearing music
6. announcement 3002
7. goto step 5 if unconditionally
8. route-to number 2020 with cov n if unconditionally
VDN (extension=2020 name=‘‘Message Service’’ vector=100)
Vector 100:
1. announcement 3900 [“All our agents are busy. Please leave a message.”]
2. messaging split 18 for extension 3000
3. disconnect after announcement 2505 [“Please call back tomorrow.”]
In the example, vector 55 provides a series of initial vector steps that test the queue status for split
1. Based on the outcome of the tests, the call is connected to split 1 or vector processing branches
to step 8.
In step 8 a route-to number command specifies extension number 2020, which is a VDN
assigned to vector 100. When the route-to number command is executed, vector processing in
vector 55 terminates, the call is removed from the split 1 queue and vector processing continues
with step 1 in vector 100.
When control is passed to the second vector, step 1 provides the caller with an appropriate
announcement and then step 2 executes a messaging split command that attempts to queue
the call to the message service split or else terminate the call to either a message service agent or
AUDIX voice port. If either of the attempts succeeds, the caller can leave a message. If none of the
attempts succeed, the command fails and vector processing continues at the next vector step.
Tip:
Use an announcement to inform the caller that the messaging connection was unsuccessful.
Service Observing routing
When the Service Observing feature is enabled, route-to number commands can be used to
allow call monitoring from a local station or other remote location. The following example shows a
vector that connects a call to a Service Observing FAC.
Important:
The following example does not provide security checks and must be used only in situations
where security is not a concern.
Vector for Service Observing FAC
1. wait-time 0 secs hearing ringback
2. route-to number #12 with cov n if unconditionally (Listen-only FAC)
3. busy
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
253
Call Vectoring commands
In the example, the caller is connected to a listen-only Service Observing FAC. Once connected, the
person who is service observing must dial the extension number to be observed. To observe in a
listen or talk mode, the observer must dial a different VDN.
Answer supervision considerations for the route-to command
Generally, answer supervision is provided when the destination answers the call. The exception to
this involves incoming trunk calls routed to another non-ISDN-PRI trunk. Such calls provide answer
supervision when the outgoing trunk is seized.
route-to command feature interactions
Interaction
Description
Attendant queue
A call that the route-to command processes can wait in an attendant
queue and Communication Manager removes the call from vector
processing. The route-to command can gain access to public and private
networks.
If the route-to command dials the attendant and if the system is in Night
Service, Communication Manager routes the call to the Direct Inward
Dialing (DID) Listed Directory Number (LDN) night destination.
You can use the extension number that you assign to an attendant console
as the command argument.
Automatic Alternate Routing
(AAR) or Automatic Route
Selection (ARS)
The route-to command can specify AAR or ARS access codes.
Authorization codes
Communication Manager disables authorization codes for routing calls
through VDNs.
The route-to command can make AAR or ARS calls that implement
subnet trunking, which is call routing over trunk groups that end in
Communication Manager with different dial plans.
The route-to command fails and Communication Manager does not prompt
for an authorization code in the following scenarios:
• Authorization codes are active for the system.
• A route-to command in a prompting vector gains access to AAR or
ARS.
• The Facility Restriction Level (FRL) of the VDN does not have
permissions to use the chosen routing preference.
Bridged appearance
If the destination of a route-to command is a station with bridged
appearances, Communication Manager updates the button lamps
associated with the bridged appearance.
Class of Restriction (COR)
When you apply COR checking to a route-to number or route-to
digits step, Communication Manager uses the COR number of the latest
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
254
route-to command
Interaction
Description
VDN. Communication Manager uses the COR number to determine the
time-of-day (tod) routing chart of the Partitioned Group Number (PGN). This
PGN determines the route tables that Communication Manager must use on
a call.
Coverage
For a call that covers or forwards to a VDN, the route-to with
coverage y command functions similar to the route-to with
coverage n command. For a covered or forwarded call, Communication
Manager disables the coverage option because Communication Manager
cannot redirect such a call further. Communication Manager forwards a
route-to with coverage y command to a station that has call
forwarding active.
When a route-to with coverage n command initiates a call over
ISDN-PRI facilities and LAI is y, Communication Manager treats the call on
a Look-ahead basis. However, if you use the route-to with coverage
y command, Communication Manager interflows the call unconditionally.
Note:
If the route-to command routes calls to a display station without
coverage, the station displays the following: a = Originator Name to
VDN Name.
Direct Outward Dialing (DOD) If vector processing executes the route-to command and DOD is in
effect, Communication Manager compares the COR numbers of the latest
VDN and the called facility to determine whether Communication Manager
can forward the call. If access is not permitted, the route-to command
fails and vector processing continues to the next step.
The route-to command can also fail in the following scenario:
• When you assign a VDN with a COR that requires access codes.
Look-ahead Interflow (LAI)
For LAI, Communication Manager treats the route-to command as a call
acceptance vector command or as a neutral vector command.
Communication Manager treats the command as a call acceptance vector
command when one of the following is true:
• Command terminates to a valid local destination.
• Command seizes a non-PRI trunk.
• Command execution results in an LAI call attempt and the Communication
Manager server at the far end accepts the call.
Communication Manager treats the command as a neutral vector command
when one of the following is true:
• Termination is unsuccessful.
• Trunk is not seized.
• The Communication Manager server at the far end denies the LAI call
attempt.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
255
Call Vectoring commands
Interaction
Description
Messaging system
The route-to command can call a messaging system extension. If this
happens, Communication Manager treats the call as a direct call to the
messaging system, and the calling party can retrieve messages.
If the call covers to a VDN, the route-to command supports a remote
messaging system interface to a local hunt group extension that is assigned
as a remote messaging system hunt group. This hunt group forwards the
call to the destination in a manner similar to when you assign the hunt group
as a coverage point. Communication Manager treats the DCS link down
condition for a call that covers to a VDN as a direct call to the messaging
system.
Note:
The hunt group of the remote messaging system has no members and
is not vector-controlled.
Pickup group
If the route-to command calls a station that is a member of a Pickup
group, any member of the group can receive the call.
Service Observing
You can use the route-to command to start Service Observing.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
Tenant Partitioning
If you use Tenant Partitioning, Communication Manager checks the TN of
the Vector Directory Number (VDN) during call processing. Communication
Manager then determines whether to deliver calls to the route-to destination.
Communication Manager does not route calls to the destination in the
following scenario:
• The TN matches, but the Facility Restriction Level (FRL) of the Class of
Restriction (COR) assigned to the VDN has a value that is lower than the
value of the destination FRL,
Instead, Communication Manager logs a denial event and vector processing
moves to the next vector step.
The following destinations always result in a failure and vector processing continues at the next
step:
• Controlled trunk group
• Code calling FAC
• Facility test call
• TAAS access code
• Priority access code
• Loudspeaker paging access code
• Station Message Detail Recording (SMDR) account code
• Voice message retrieval access code
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
256
route-to command
route-to command interactions with CMS
Route-to station or attendant
Database item
Report heading
Notes
• OutflowCalls
• Flow out
First split
• OutflowTime
• Vector flow out
• Dequeued calls
• DequeueCalls or
DequeueTime
• Dequeued average
queue time
InTime
DequeueCalls or
DequeueTime
Average time in vectors
• ConnectCalls
Other calls connect
Answered calls on G3
Database item
Report heading
Notes
• OutflowCalls
• Flow out
First split
• OutflowTime
• Vector flow out
Second or third split
• ConnectTime
Route-to trunk
• VDN flow out
DequeueCalls or
DequeueTime
• Dequeued calls
Second or third split
• Dequeued average
queue time
Route-to VDN
Database item
Report heading
Notes
• OutflowCalls
• Flow out
First split
• OutflowTime
• Vector flow out
• VDN flow out
InflowCalls
• InterflowCalls
DequeueCalls or
DequeueTime
• Dequeued calls
InTime
Average time in vector
• Vector flow in
• New vector
• VDN flow in
• New VDN
VDN flow interflow
-
Second or third split
• Dequeued average
queue time
• InterflowTime
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
257
Call Vectoring commands
Route-to split or hunt group
Database item
Report heading
Notes
• OutflowCalls
Flow out
First split
DequeueCalls or
DequeueTime
• Dequeued calls
Second or third split
InTime
Average time in vector
—
CallsOffered
—
New split
• MedCalls
—
• No priority
• OutflowTime
• Dequeued average
queue time
• HighCalls
• Priority
route-to command interactions with BCMS
A call advanced to another position using the route-to command is tracked as outflow in the VDN
report. A call answered by an attendant using the command is also tracked as outflow.
There is no added tracking for calls interflowed by BSR. BCMS tracks these calls as outflow in the
VDN report.
set command
Use the set vector command to perform the following tasks:
• Perform numeric and digit string operations
• Assign values to a user-assignable vector variable or to the digits buffer during vector
processing
You can control the call flow through the vectors based on specific circumstances for individual
calls. The set vector step allows the following types of variable entries:
• A to Z and AA to ZZ user-assigned local or global collect vector variables
• A to Z and AA to ZZ system-assigned vector variables, for example, ani, asaiuui, and doy
• V1 to V9 VDN variable types
• A directly-entered numeric value
• The collected digits buffer where digits from the caller are stored
Reason to use
This command adds powerful and flexible programming functionality to vector processing because
all other commands allow you to use only fixed values. This command allows you to manipulate
variables using mathematics and digit operators.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
258
set command
Syntax and valid entries
The basic syntax of the set command is:
set [vector variable, Digits ] = [operand1] [operator] [operand2]
set
user-assigned type
=
user-assigned ADD, SUB,
type A-Z or
MUL, DIV,
AA-ZZ
CATL,
CATR,
MOD10, or
SEL
user-assigned type A-Z or AA-ZZ
systemassigned A-Z
or AA-ZZ
system-assigned A-Z or AA-ZZ
V1-V9
V1-V9
digits
digits
digits
(The collected digits
buffer holds up to 16
digits.)
none
none
(Only global or local
collect type vector
variables can be
assigned using the set
command.)
A-Z or AA-ZZ
asaiuui A-Z or AA-ZZ
directly-entered numeric string
(Limited to 4294967295 with ADD,
SUB, MUL, or DIV. For all other
operators, the limit is 16 digits.)
Variable, digits buffer, and asaiuui
Variable
You can enter user-assigned A to Z and AA to ZZ collect vector or the asaiuui variable types in the
Variable field. The collect vector variable can be either local or global.
Note:
You cannot use the system-assigned A to Z and AA to ZZ vector variables in this field, except
for asaiuui.
digits
A digits buffer is associated with each call. This buffer can be populated by a collect command
execution, a set command assignment to “digits” [set digits = ...], or when the Adjunct Switch
Application Interface (ASAI) sends “collected digits”.
The buffer is a storage location in the software associated with the caller that holds the digits that
have been collected.
Once populated, the digits buffer:
• Can be sent over the ASAI in event messaging such as adjunct route
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
259
Call Vectoring commands
• Forwards with the call in shared User-to-User Information (UUI)
• Can be passed with the converse-on command as data
• Displays the number to the agent
• Is sent to the reporting adjunct such as CMS in a message when the assignment is complete
• Used to route calls using the route-digits vector command
• Does not include dial-ahead digits
Assign to asaiuui variable type
Use the set command to assign a value to a defined vector variable and to replace or append the
value in the ASAI UUI string associated with a call. The replace or append operation to the stored
ASAI UUI digits is based on the start and length parameters defined for the asaiuui type vector
variable.
The capability is available only when Call Center is upgraded to Release 4.0 or later and both
Vectoring (Variables) and Vectoring (3.0 Enhanced) are enabled.
The rules for determining the value of a set command are similar to those for the operation of a
digits type variable assignment. The assignment of the resultant value to an asaiuui type variable is
different from the assignment to a collect type variable. The defined start and length of the asaiuui
variable is applied with either a string or an arithmetic operation. See “Rules” for detailed
information.
When the ASAI UUI string for a call is changed via the set operation, the changed string:
• Is sent to the reporting adjunct for inclusion in the call record.
• Is passed by a subsequent event report to an ASAI adjunct in an ASAI IE.
• Is passed by an LAI/BSR interflow.
• A DIGITS type 5 message with the changed string is sent to the connected reporting adjuncts.
You can use the vectoring information to make ASAI routing decisions or to provide adjunct display
information to an agent.
For example, you can choose to:
• Assign a higher priority status to calls waiting at both remote and local call centers beyond a
certain duration.
• Provide additional information that can be obtained during vector processing to an ASAI
connected adjunct.
• Provide additional information to forward with the call.
Rules
• When a set command assigns a value to a defined asaiuui vector variable, the set command
operation replaces or appends digits in the ASAI UUI string assiociated with a call as defined
by the start and length definition for the vector variable. This is also true for empty ASAI UUI
strings.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
260
set command
Note:
You can remove digits from the ASAI UUI string by replacing the digits with zeros. This
method is effective for removing proprietary or private information from the string.
• The start digit position defines the point in the ASAI UUI string where the resultant value digit
string begins.
• The length parameter defines the number of digits from the resultant value digit string to place
into the ASAI UUI string.
Example: Demonstrating start and length parameters
The current ASAI UUI for a call is 15723924459
Define A as asaiuui type with start=4 and length=5
If the set operation result is 85670
The ASAI UUI string after execution will be 15785670
459
• The ASAI UUI string associated with the call can be up to 96 digits.
• The ASAI UUI string is the user data portion of ASAI UUI IE or ASAI UUI portion of the shared
UUI, which contains a total of 99 bytes. 2 bytes for the header (op code and the data length)
plus a protocol discriminator byte and a maximum of 96 bytes of actual user data. The data
length byte value includes the protocol discriminator byte plus the actual user data bytes.
• The protocol discriminator is unusually set 0x00 (user specified) or to 0x04 (indicating IA5
characters) by the adjunct and the setting is retained by Communication Manager. If the Call
Vectoring set command initially creates the ASAI UUI data, the protocol discriminator is set to
0x04 by Communication Manager.
• The set command can only change the actual data bytes following the protocol discriminator.
The assignment affects the set of bytes defined by the start and length parameters for the
vector variable and is limited to the decimal digits (0-9) subset of the ASCII (IA5) character set.
• The ASAI user data sent to the reporting adjunct (Avaya CMS/IQ) contains only the actual user
data bytes (decimal digits 0-9) without the protocol discriminator byte.
• Any digits already in the ASAI UUI string that are not in the range of the asaiuui type variable
start and length definition are retained.
• The set command assignment to the asaiuui variable can process up to 16 digits at a time.
Use multiple set command steps with different variable definitions to change more digits.
Example: Assigning 32 digits to a caller ASAI UUI string
Define A as asaiuui type with start=1, length=16
Define B as asaiuui type with start=17, length=16
V1 = Assigned VDN variable 1234567890123456
V2 = Assigned VDN variable 6543210987654321
set A = V1 SEL 16
set B = V2 SEL 16
ASAI UUI for caller = 12345678901234566543210987654321
• If the start position is greater than 1 and the ASAI UUI string is empty or nulls occur before the
start position, the null digit positions ahead of the start position are padded with zeros.
Example: Start position preceded by nulls
The current ASAI UUI for a call is 145
Define A as asaiuui type with start=45 and length=3
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
261
Call Vectoring commands
If the set operation result is 86532
The ASAI UUI string after execution will be 1450865
• You can assign a single # character in the ASAI UUI string to use as a delimiter when the
definition of the vector variable is length = 1. Use a collect command step to assign the #
character to a collect type vector variable that can be assigned to the asaiuui type variable.
Another way is to use A = none DIV 0 to put a # character in the string.
If the length definition of the asaiuui type variable is greater than 1, the assignment operation
will fail as described in “Invalid results”.
Example: Assigning a # character to the fifth digit position using divide by 0
Define A as asaiuui type with start=5, length=1
ASAI UUI for caller = 1234567890
set A = none DIV 0
ASAI UUI for caller = 1234#67890
• If the result of a set string operation, such as CATL, CATR, or SEL is greater than 16 digits,
you can use the asaiuui variable definition to truncate the right end of the string to the required
number of digits.
Example: Truncating result to 16 digits
Define A as asaiuui type with start=1, length=16“digits” (from the collect step) =
1234567890
set A = digits CATR 1234567890
ASAI UUI for caller = 1234567890123456
• UUI can be transported betweenCommunication Manager systems using what is called Service
Provider format or Shared format. The Service Provider format only carries a single data
element usually containing ASAI/CTI user data associated with the call. The Service Provider
UUI IE contains an op code (0x7E), a data length byte and a protocol discriminator byte. This is
then followed by up to 96 data bytes. The Shared format is a multi-data element format that
can contain UCID, ASAI user data, collected digits, VDN name, etc. associated with the call.
Each data element is designated by a unique op code defined by the Avaya shared UUI
specification. The ASAI user portion of the shared UUI consists of the op code (0xC8) and the
data length byte followed by the user data.
• With Service Provider format the protocol discriminator is unusually set to 0x00 (indicating that
the following data is in a user specified format) or to 0x04 (indicating IA5 ASCII characters) by
the adjunct and the setting is retained by Communication Manager.
• The protocol discriminator for the shared UUI format is usually set to 0x00 (user specified),
however the protocol can be set to 0x04 which indicates IA5 (ASCII) coding of the characters.
In this case the protocol is meaningless since the Shared format has a mixture of coding
including binary, BCD and IA5.
• If the Call Vectoring set command initially creates the ASAI UUI data, the protocol discriminator
is always set to 0x04 in both the Service Provider and Shared cases by Communication
Manager, otherwise the protocol discriminator setting is not changed. In the case of Shared
format the UUI IE protocol discriminator is set to 0x04 regardless of what else is carried by the
shared UUI.
• The set command can only change the actual data bytes and cannot access the protocol
discriminator. The set command assignment affects the set of bytes defined by the start and
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
262
set command
length parameters for the vector variable and is limited to the decimal digits (0 - 9) subset of the
ASCII (IA5) character set.
• The SIP UUI format is basically the same as the ISDN format but without the first two bytes
(the 0x7E op code and length byte). The SIP UUI is in an ASCII string of hex characters (two
for each byte) starting with the UUI protocol discriminator byte (00 or 04).
• The ASAI user data sent to the reporting adjunct (Avaya CMS/IQ) contains only the actual user
data bytes (decimal digits 0-9) without the protocol discriminator byte.
Invalid results
An invalid result, that is, a failed set command step logging a vector event and continuing at the
next step without changing the ASAI UUI string will occur if:
• The result of a set arithmetic operation (ADD, SUB, MUL or DIV) is greater than the 10 digit
4294967295 digit string.
• The resultant value has fewer digits than the asaiuui variable length definition.
• A # character appears in either operand for an arithmetic operation, except in the special case
described in “Rules”.
• The length definition with a # assignment is greater than 1.
• The result of a SUB operation is negative.
• A division operation is attempted using none or 0, except for a length of 1.
• The result of a MOD 10 operation or any other invalid operation is a #.
Operand1
Operand1 is the left operand. Operand1 can be any of the following:
• The user-assigned A to Z and AA to ZZ collect vector variables. The collect vector variable can
be either local or global.
• The system-assigned A to Z and AA to ZZ vector variables, such as ani, asaiuui, and doy.
• V1 to V9 VDN variables.
• digits: The collected digits buffer for the current contents of the call.
• none: A keyword denoting a null or empty string for a string operator, or a 0 for an arithmetic
operator.
Operand2
Operand2 is the right operand. Operand2 can be any of the following:
• The user-assigned A to Z and AA to ZZ collect vector variables. The collect vector variable can
be either local or global.
• The system-assigned A to Z and AA to ZZ vector variables, such as ani, asaiuui, and doy.
• V1 to V9 VDN variables.
• digits: The collected digits buffer for the call.
• none.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
263
Call Vectoring commands
• A directly-entered numeric value.
Operators
There are three types of operators:
• Arithmetic operators:
- The ADD operator adds operand1 and operand2.
- The SUB operator subtracts operand2 from operand1.
- The MUL operator multiplies operand1 by operand2.
- The DIV operator divides operand 1 by operand2.
• String operators:
- The CATL operator concatenates the operand2 digit string to the left end of operand1.
- The CATR operator concatenates, or appends, the operand2 digit string to the right end of
operand1.
- The SEL operator selects from operand1 the right-most number of digits specified by
operand2.
• MOD10 validation. The MOD10 operator validates account numbers, membership numbers,
credit card numbers, and checks string lengths using the Modulus 10 algorithm. This is also
referred to as the Luhn algorithm. MOD10 is a special string operator.
set command considerations
Dial-ahead digits and the digits buffer
The digits buffer in the set command does not include dial-ahead-digits, nor does the digits buffer
overwrite any current dial-ahead digits unless there is a subsequent collect step.
Digit buffer
Dial-ahead digits
Command: set digits = digits ADD 1111
1234
5678
Sets the digits buffer to 2345 and the dial-ahead digits
remain as 5678
Digits buffer
Dial-ahead digits
Command: collect 4 digits
2345
5678
Sets the digits buffer to 5678 and the dial-ahead digits
do not contain any digits
DIGITS message
A DIGITS message is sent to Avaya Call Management System when the set command changes
the digits content. Only the last digits sent are saved for the call.
Allowed assignments
Assignment is only allowed to a collect type or asaiuui type vector variable, or to the Digits buffer. If
a set command attempts to assign a value to a system-assignable vector variable or any other
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
264
set command
unsupported variable type during vector processing, the set command fails and a new assignment
not allowed vector event is logged. Vector processing continues at the next step in the vector.
Assigning a new value to a collect variable
If a set command assigns a new value to a collect user-assignable vector variable, this new value
applies to all subsequent references to that variable in vectors and displays in the Variables for
Vector table in the Assignment field.
Determining the number of digits
To determine if the number of digits in variable A is 6 digits, use the following example.
1. set B = A MOD10 6
2. goto step 8 if B = # [if it branches to 8, A does not have 6 digits]
3. ...[else A does have 6 digits]
Clearing the digits buffer
Once all necessary processing for the collected digits buffer has completed, this example describes
how to use the set command to clear the collected digits buffer. This prevents the answering agent
from viewing the data in the digits buffer. When the agent answers the call, the Info: display will be
blank.
1.
2.
3.
4.
5.
6.
collect 9 digits after
...
... [steps 2, 3, and 4
...
set digits = none CATR
queue-to skill 1st pri
announcement 4501 for none
process the collected account number]
none [removes all digits in the collected
l
digits buffer]
Advanced set command rules and applications
About arithmetic operations
set [variables, digits] = operand1 [ADD, SUB, MUL, DIV] operand2
ADD, SUB, MUL, and DIV perform the following operations:
• An ADD operation performs unsigned long integer addition.
• A SUB operation performs unsigned long integer subtraction.
• A MUL operation performs unsigned long integer multiplication.
• A DIV operation performs unsigned long integer division.
Rules and considerations for arithmetic operations
The following rules and considerations apply to all types of arithmetic operations.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
265
Call Vectoring commands
Results
Operand1
Operand2
Field length
6
6
10
Entries allowed
[A-Z, AA-ZZ]
[A-Z, AA-ZZ] V1-V9
[A-Z, AA-ZZ]
digits
digits
V1-V9
none
digits
none
numeric values
0-9999999999
Variable or digits
buffer contents
• #, 0-4295967295
• none, #, 0-9999999999999999
• Leading zeros ignored (007 = 7)
• Leading zeros allowed (007 = 007)
Variable or digits
buffer evaluation
• Valid numeric results are
0-4295967295
• none = 0
• Greater than 4295967295 = #
• Less than 0 = #
• #=#
• Greater than 4295967295 = #
• Leading zeros ignored (007 = 7)
• Leading zeros ignored (007 = 7)
Start and length
parameters
• Results greater than the length
definition = #.
N/A
N/A
• Digits buffer length definition is
always 16.
• The start definition is ignored.
Invalid results for arithmetic operations
During arithmetic operations, a variable or digits buffer can be assigned the # character. The #
character signifies an invalid value, an overflow value, or an underflow value.
Examples: Dividing by 0 or none, results in an overflow value. Subtracting by a negative, results in
an underflow value.
The # character is always a processing result. You can test the # character in a goto command by
making the # character equivalent to the keyword used in the threshold field.
Example 1: goto step x if A = #
Example 2: goto step x if A <> #
The length parameter in arithmetic operations
The length parameter as defined for vector variables is applied only when the resulting set
command integer value is assigned to a vector variable using the following rules:
• The length definition for the assigned variable specifies the maximum number of digits of the
resulting set command operation value that can be assigned to the variable.
• The resulting integer digit string from the set command operation must be equal to or less than
the length definition and never greater than a 10-digit integer value of 4295967295.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
266
set command
• If the result is greater than 4295967295 or the number of digits is greater than the length
definition for the variable, the result is converted to a # character to indicate an overflow value.
For example, if the definition for variable A is length = 5 and the result of the arithmetic
operation is 1234567, the assignment to variable A is # indicating an invalid result.
• If the resulting string is shorter than the length definition, leading zeros are not added to the
digit string to match the variable length definition.
Note:
Length is always defined as 16 digits for assignment to the digits buffer. The rules described in
this section are applied for assignment to the digits buffer in the same manner as assignment to
a vector variable using length = 16.
About string operations
set [variables, digits] = operand1 [CATR, CATL, SEL] operand2
CATL, CATR, and SEL perform the following operations:
• The CATL function concatenates, or attaches, the operand2 (the right-side operand) digit string
to the left or most significant end of operand1 (the left-side operand).
• The CATR function concatenates, or attaches, the operand2 digit string to the right or least
significant end of operand1.
• The SEL operation uses the number of digits specified by operand2 to select digits from the
digit string in operand1. The digit count starts from the right-most digit position in operand1. For
example, set A = 1234 SEL 1 sets A to 4.
Rules and considerations for CATR and CATL operations
The following rules and considerations apply to CATR and CATL string operations. The SEL
operation has different rules and considerations.
Results
Operand1
Operand2
Field length
6
6
16
Entries allowed
[A-Z, AA-ZZ]
[A-Z, AA-ZZ] V1-V9
[A-Z, AA-ZZ]
digits
digits
V1-V9
none
digits
none
numeric values
0-9999999999999999
Variable or digits
buffer contents
Variable or digits
buffer evaluation
May 2016
• none, 0-9999999999999999
• none, #, 0-9999999999999999
• Leading zeros allowed (007 = 007)
• Leading zeros allowed (007 = 007)
• none is a null string
• none = 0 (null string)
• 0-9999999999999999 are a string
of digits
• # = none
• Leading zeros allowed (007 = 007)
Table continues…
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
267
Call Vectoring commands
Results
• Leading zeros allowed (007 = 007)
Operand1
Operand2
• No invalid results.
Rules and considerations for SEL operations
The following rules and considerations apply to SEL string operations. The CATL and CATR
operations have different rules and considerations.
Results
Operand1
Operand2
Field length
6
6
6
Entries allowed
[A-Z, AA-ZZ]
[A-Z, AA-ZZ]
[A-Z, AA-ZZ]
digits
V1-V9
V1-V9
digits
digits
none
none
numeric values 0-999999
Variable or digits
buffer contents
Variable or digits
buffer evaluation
• none, 0-9999999999999999
• none, #, 0-9999999999999999
• Leading zeros allowed (007
= 007)
• Leading zeros allowed (007 = 007)
• none is a null string
• none = none
• none = 0
• 0-9999999999999999 are a
string of digits
• # = none
• #=0
• Leading zeros retained
(007 = 007)
• Greater than 16 = 16
• Leading zeros retained (007
= 007)
• Leading zeros ignored
(007 = 7)
• No invalid results.
Invalid results for string operations
There are no invalid results for string operations. The results are either decimal digits or null
(contains no digits or is set to none).
Start and length parameters in string operations
The start and length parameters defined for vector variables are both applied only when the
resulting set command string operation value is assigned to a vector variable using the following
rules:
• The start and length definition for the assigned variable specifies the portion of the resulting set
command operation digit string that is selected for the assignment.
• The start definition for the assigned variable is always used to select the portion of the result
string to use in the assignment. If start is defined as 1, the portion selected includes all of the
left-side digits. For example, if variable S has start = 1, and the result string is 123..., the
assignment to S is 123 ... When the start position is greater than 1, the left-side digits before
the start position are deleted. For example, if S = 2 and the result string is 123..., the
assignment to S is 23...
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
268
set command
• The resulting string after application of the variable start position definition must be equal to or
less than the length definition. If the string length is greater than the length definition for the
variable, the right-side digits are deleted so that the total string length is equal to the length
definition. For example, if the definition for variable S is start = 2, length = 5 and the result of
the string operation is 1234567, the assignment to variable S is 23456.
• If the resulting string is shorter than the length definition, the string will not have leading zeros
added to match the variable length definition.
Note:
For an assignment to the digits buffer, the start position is always defined as 1 and the length is
always defined as 16 digits. These rules are applied for assignment to the digits buffer in the
same manner as assignment to a vector variable using start = 1 and length = 16.
About the MOD10 operation
set [variables, digits] = operand1 MOD10 operand2
The MOD10 operator validates account numbers, membership numbers, credit card numbers, and
checks string lengths using the Modulus 10 algorithm. This is also referred to as the Luhn algorithm.
You can also use this operation to check for digit-string length. If the length of the digit string in
operand1 has the length specified in operand 2, the result is a single digit in the range of 0-9.
Otherwise, the result is a #.
Information about the MOD10 algorithm
The MOD10 operator is used to verify the validity of numbers that follow the LUHN-10 or Modulus
10 algorithm. For information on the algorithm see, Secrets of the LUHN-10 algorithm
The Web site describes how the algorithm works and provides a list of merchants and organizations
that use the algorithm.
Rules and considerations for MOD10 operations
The following rules and considerations apply to MOD10 operations.
Results
Operand1
Operand2
Field length
6
6
6
Entries allowed
[A-Z, AA-ZZ]
[A-Z, AA-ZZ]
[A-Z, AA-ZZ]
digits
V1-V9
V1-V9
digits
digits
none
none
numeric values
0-9999999999999999
Variable or digits
buffer contents
#, 0-9
• none, #, 0-9999999999999999
• Leading zeros allowed (007 = 007)
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
269
Call Vectoring commands
Variable or digits
buffer evaluation
Results
Operand1
Operand2
• If the numeric value of
operand2 is greater than the
number of digits in
operand1, then the results =
#
• none = none
• none = #
• # = none
• #=#
• Leading zeros
retained
• Greater than 16 = #
N/A
N/A
• Valid modulus 10 or Luhn
results = 0-9.
Start and length
parameters
Do not apply start or length
definitions. Start and length
are always 1.
• Leading zeros ignored
(007 = 7)
MOD10 results
The MOD10 function returns one of the following results.
Result
Description
0
The tested digits match the specified number of digits, which is specified in operand2 and
passed the Modulus 10 algorithm.
1-9
The string, account number, or credit card number is complete but not valid.
#
A “#” character is returned due to any of the following reasons:
• For string length checks, if the string does not match the specified number of digits.
• For account number, membership number, or credit card number validations, the received
number in operand1 does not match the number of digits specified by operand2.
• There is an invalid combination of entries in either operand. For example, you directly or
indirectly used either none or # in either operand.
• The result is something other than a digit string in either operand or there are more than two
digits in operand2.
Invalid results for MOD10 operations
During MOD10 operations, a variable or digits buffer can be assigned a “#” character. The “#”
character signifies that the number of digits in operand1 does not equal the number evaluated in
operand2.
Example: The following example results in setting the digits buffer to “#” because operand1 has no
digits, but operand2 specifies 16 digits.
set digits = none MOD10 16
Start and length parameters in MOD10 operations
For MOD10 operations, only a one-digit length is returned. Start is not used.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
270
set command
set command examples
Calculation examples
Arithmetic operation examples
ADD examples
The following table provides examples for using the ADD operator. The ADD operator adds
operand1 and operand2.
Command
Result
set A = A ADD 456
123 + 456 = 579
A = 000123
This operation is useful for counters or loop control variables.The result
does not retain the zeros.
set A = A ADD none
9999999999 + 0 = # + 0 = #
A = 9999999999
If an operand contains a value greater than 4294967295, the result is null
(#).
set A = A ADD B
123 + # = #
A = 000123
The # character in a variable is seen as invalid (#).
B=#
set A = A ADD A
0+0=0
A = none (or null string)
none is interpreted as 0
set B = A ADD 456
1234 + 456 = 1690 = #
Variable definitions:
This is an overflow since the result was greater than three digits.
• A = 1234
• B = collect type, length = 3,
start = 2 (start is ignored)
set B = A ADD 456
1234 + 456 = 1690
Variable definitions:
No leading zeros are included in the result.
• A = 1234
• B = collect type, length = 5,
start = 2 (start is ignored)
SUB examples
The following table provides examples for using the SUB operator. The SUB operator subtracts
operand2 from operand1.
Command
Result
set A = A SUB 1
123 - 1 = 122
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
271
Call Vectoring commands
Command
A = 000123
Result
This operation is valuable for count-down variables. If an operand has
preceeding zeros and is subtracted from or by another operand, the
leading zeros are ignored. The resulting value does not retain the leading
zeros.
set A = A SUB 0456
123 - 456 = -333 = #
A = 000123
The smallest result allowed is 0. Negative values are invalid (#).
set A = A SUB 770
777 - 770 = 7
A = 777
The result is 7, not 007.
set A = A SUB 10
# - 10 = #
A = 4294967296
If an operand contains a value greater than 4294967295, the result is
invalid (#).
set A = A SUB #
123 - # = #
A = 000123
Special characters in a variable are invalid.
set A = A SUB 100
123456 - 100 = 123356 = #
Variable definitions:
This is an overflow condition because the result was greater than five
digits.
• A = 123456
• B = collect type, length = 5,
start = 3 (start is ignored)
MUL examples
The following table provides examples for using the MUL operator. The MUL operator multiplies
operand1 by operand2.
Command
Result
set A = A MUL 10
123 x 10 = 1230
A = 000123
The leading zeros in variable A are ignored.
set A = A MUL 2
4294967295 x 2 = 8589934590 = #
A = 4294967295
If the result is greater than 4294967295, the result is invalid (#).
set A = A MUL 5
#x5=#
A = #
The # character in a variable makes the result invalid (#).
set B = A MUL 10
123 x 10 = 1230 = #
Variable definitions:
The leading zeros are ignored in the operation. The result is greater than
three digits, causing an overflow condition.
• A = 000123
• B: collect type, length = 3,
start = 2 (start is ignored)
DIV examples
The following table provides examples for using the DIV operator. The DIV operator divides
operand1 by operand2.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
272
set command
Command
Result
set A = A DIV 10
120 / 10 = 12
A = 000123
Leading zeros are ignored and the results are not padded with leading zeros.
setA = A DIV 2
5 / 2 = 2.5 = 2
A=5
The result is rounded down to the nearest whole integer. Results do not contain any
decimal values.
set A = A DIV 1000
123 / 1000 = 0.123 = 0
A = 000123
The result is rounded down to the nearest whole integer.
setA = A DIV A
#/#=#
A = 9999999999
This operation is an operand overflow because the operand values exceed
4294967295.
set A = A DIV #
000123 / # = #
A = 000123
A # character in an operand makes the operation invalid (#).
set B = A DIV 100
12345678 / 100 = 123456.78 = 123456 = #
Variable definitions:
The result is rounded down to the nearest integer, but it is an invalid result (#)
because it is greater than four digits.
• A = 12345678
• B: collect type,
length = 4, start = 3
(start is ignored)
set B = A DIV 100
12345678 / 100 = 123456.78 = 123456
Variable definitions:
The result is rounded down to the nearest integer. This result is valid because the
result is six digits in length.
• A = 12345678
• B: collect type,
length = 6, start = 3
(start is ignored)
String operation examples
CATL examples
The following table provides examples for using the CATL operator. The CATL operator
concatenates the operand2 digit string to the left end of operand1.
Command
Result
set A = B CATL 0123
56789 CATL 0123 = 012356789
B = 56789
set A = A CATL A
# CATL # = none
A = #
set A = B CATL 0123
56789 CATL 0123 = 012356789 = 2356
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
273
Call Vectoring commands
Command
Variable definition:
• A = collect type, length = 4, start = 3
Result
Four digits were selected starting at position 3 in the
resulting digit string.
• B = 56789
set digits = A CATL 0123
123456789012345 CATL 0123 = 0123123456789012345 =
0123123456789012
digits = length=16, start=1
The first 16 digits are selected and stored in the digits buffer.
A = 123456789012345
set A = A CATL A
none CATL none = none
A = none (null string or empty)
CATR examples
The following table provides examples for using the CATR operator. The CATR operator
concatenates, or appends, the operand2 digit string to the right end of operand1.
Command
Result
set A = B CATR 0123
56789 CATR 0123 = 567890123
B = 56789
set A = A CATR A
# CATR # = none
A = #
set A = B CATR 0123
56789 CATR 0123 = 567890123 = 7890
Variable definition:
Four digits were selected starting at position 3 in the
resulting digit string.
• A = collect type, length = 4, start = 3
• B = 56789
set digits = A CATR 0123
digits: length = 16, start = 1
123456789012345 CATR 0123 = 01234567890123450123
= 1234567890123450
NOTE: 1234567890123450 is stored in the digits buffer.
A = 123456789012345
set A = A CATR A
none CATR none = none
A = none (null string or empty)
SEL examples
The following table provides examples for using the SEL operator. The SEL operator selects the
right-most number of digits from operand1. The number of digits selected from operand1 is specified
by operand2.
Command
Result
set A = B SEL 12
1234567890123 SEL 12 = 234567890123 = 4567890123
Variable definitions:
Ten digits were selected starting at position 3.
• A = collect type, length = 10, start = 3
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
274
set command
Command
• B = 1234567890123
Result
set A = B SEL 5
1234 SEL 5 = 01234
The number of digits specified in operand2 is
more than the number of digits in operand1.
The result contains all of the digits in operand1 with leading
zeros as necessary.
B = 1234
set A = B SEL 1
# SEL 1 = 0
Operand1 contains no digits (#) or is set to
zero.
The result is null padded with a zero. The SEL 1 adds a
leading zero.
B=#
set A = B SEL C
1234 SEL # = 1234 SEL 0 = none
Operand2 contains no digits or is set to zero.
The result is none.
B = 1234
C=#
set A = B SEL 3
120005 SEL 3 = 005
B = 120005
The zeros are retained in the result.
set A = B SEL C
1234567890123456 SEL 99 = 1234567890123456
B = 1234567890123456
Operand2 contains a number greater than 16, therefore a
maximum of 16 digits is selected from operand1.
C = 99
set A = B SEL 16
1234567890123 SEL 16 = 0123456789
A = collect type, length = 10, start = 3
Selects 10 digits starting at position 3.
B = 1234567890123
MOD10 operation examples
The following table provides examples for using the MOD10 operator. The MOD10 operator
validates account numbers, membership numbers, credit card numbers, and checks string lengths
using the Modulus 10 algorithm.
Command
Result
set B = A MOD10 13
# MOD10 13 = #
A = #
The operation is invalid if either operand contains a “#” character or “none”.
set B = digits MOD10
A
B=#
The operation is invalid because operand2 contains a number greater than 16.
A = 20
set B = digits MOD10
A
B=#
The operation is invalid.
A = none
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
275
Call Vectoring commands
Command
Result
set A = digits MOD10
5
123456 MOD10 5 = #
digits = 123456
set A = digits MOD10
5
The operation is invalid because operand1 contains a digit string that has
more digits than what is specified in operand2.
1234 MOD10 5 = #
digits = 1234
The operation is invalid because operand1 contains a digit string that has
fewer digits than what is specified in operand2.
set B = A MOD10 13
1234567890128 MOD10 13 = 0 (zero)
A = 1234567890128
A 0 result means that the tested digits match the specified number of digits
and passes the Modulus 10 algorithm.
set B = A MOD10 13
1234567890123 MOD10 13 = 5
A = 1234567890123
A 1-9 result means that the tested digits match the specified number of digits
but fails the Modulus 10 algorithm.
Application examples
Validating numbers example
The XYZ company wants a write a vector subroutine that validates a credit card number before a
query is sent to the appropriate credit card company for their validation.
The XYZ company created a subroutine that does the following tasks:
1. Prompt the user for the type of credit card used for the purchase.
• 1 - diners club
• 2 - american express
• 3 - visa
• 4 - master card
• 5 - discover
2. If a valid card type (1-5) is entered, prompt for the credit card number.
3. Validate the first four digits of each card number prefix.
The following table provides a list of card number identifiers and card number lengths for the
major credit card companies.
Company
Card number identifier
Card length
Diner’s Club or Carte Blanche
300xxxxxxxxxxx
14
305xxxxxxxxxxx
36xxxxxxxxxxxx
38xxxxxxxxxxxx
American Express
34xxxxxxxxxxxxx
15
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
276
set command
Company
Card number identifier
37xxxxxxxxxxxxx
Card length
VISA
4xxxxxxxxxxxx
13, 16
4xxxxxxxxxxxxxxx
MasterCard
51xxxxxxxxxxxxxx
16
55xxxxxxxxxxxxxx
Discover
6011xxxxxxxxxxxx
16
4. Perform a Luhn or Modulus 10 check on the whole number.
5. If the validation fails validation, indicate that the card number entered is invalid and prompt
again for the credit card type.
6. If the card validates, return and let variable A contain the type of card, and the digits buffer
contain the validated credit card number.
Examples
VARIABLES FOR VECTORS
Var Description
A
B
C
Type
Scope Length Start Assignment
credit card type
collect L
4 digit prefix of cred card collect L
modulus 10 result
collect L
1
4
1
VAC
1
1
1
CALL VECTOR
Number: 3
Name: credit card chk
Meet-me Conf? n
Lock? n
Basic? y
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? n
ASAI Routing? y
Prompting? y
LAI? n G3V4 Adv Route? y
CINFO? n
BSR? y
Holidays? y
Variables? y
3.0 Enhanced? y
01 collect
1
digits after announcement 4501
for A
(Prompt for credit card type, 1-diners, 2-american, 3-visa, 4-mc, 5-discover)
02 collect
16
digits after announcement 4502
for B
(Prompt for credit card number followed by #)
03 goto step
7
if B
in
table A
(check if credit card prefix matches appropriate card type)
04 announcement 4503
(“Bad number,Try again”)
05 goto step
1
if unconditionally
06
07 goto step
13
if A
=
1 (Diners Club)
08 goto step
17
if A
=
2 (American Express)
09 goto step
20
if A
=
3 (Visa)
10 goto step
22
if A
>=
4 (Master Card, Discover)
11 goto step
1
if unconditionally (unknown)
12
13 set
C
= digits MOD10 14
(Diners Club, check)
14 goto step
1
if C
<>
0 (not valid, try again)
15 return
(OKAY! VALID! RETURN!
digits buffer contains
valid creditcard number)
16
17 set
C
= digits MOD10 15
(American Express)
18 goto step
14
if unconditionally
19
20 set
C
= digits MOD10 13
(Visa check 13 digits)
21 goto step
15
if C
=
0 (OKAY! VALID! RETURN!)
22 set
C
= digits MOD10 16
(VISA, MASTER CARD,
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
277
Call Vectoring commands
23 goto step
14
DISCOVER chk 16 digits)
if unconditionally
add vrt 1
Page
1 of
3
VECTOR ROUTING TABLE
Number: 1
Name: Diners Club
Sort? n
1: 300?
2: 301?
3: 302?
4: 303?
5: 304?
6: 305?
7: 36??
8: 38??
-------------------------------------------------------------------------------add vrt 2
Page
1 of
3
VECTOR ROUTING TABLE
Number: 2
Name: American Express
Sort? n
1: 34??
2: 37??
-------------------------------------------------------------------------------add vrt 3
Page
1 of
3
VECTOR ROUTING TABLE
Number: 3
Name: VISA
Sort? n
1: 4???
-------------------------------------------------------------------------------add vrt 4
Page
1 of
3
VECTOR ROUTING TABLE
Number: 4
Name: MASTER CARD
Sort? n
1: 51??
2: 52??
3: 53??
4: 54??
5: 55??
-------------------------------------------------------------------------------add vrt 5
Page
1 of
3
VECTOR ROUTING TABLE
Number: 5
Name: MASTER CARD
Sort? n
1: 6011
----------------------------------------------------------------------------
A 19-digit credit card validation
This example determines the validity of a 19-digit credit card number as is becoming commonplace
in EMEA. A 19-digit credit card number is reformatted to a 16-digit segment and a 3-digit segment.
The credit card number is valid if the sum of the modulus 10 results for segment 1 and segment 2
are equal to 0 or 10 as described in the following example.
1. collect 16 digits after announcement 2300 for A
2. collect 3 digits after announcement 2301 for B
(Create two separate digit strings for LUHN validations)
3. set C = A CATL 0 (insert a dummy 0 at the beginning of the number)
4. set D = A SEL 1 (grab the sixteenth digit)
5. set D = D CATR B (concatenate the 16th digit with the last 3 digits)
6. set C = C MOD10 16
7. set D = D MOD10 4
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
278
set command
8. set C = A MOD10 16
9. set D = B MOD10 4
10.set E = C ADD D
11.goto vector 20 at step 1 if E = +0 [pass 0 test]
12.fail treatment for an invalid credit card
A valid number results in a 0 or a multiple of 10.
Using bilingual announcement example
You can program a vector to support bilingual or multilingual announcements. The following table
describes the example vectors and announcements.
Announcement
Description
3000
Announcement in English and Spanish asking users to choose between
English or Spanish prompts.
1001
Greeting in English [Welcome ...]
1002
[Please enter your ID]
1003
[Please wait]
2001
Greeting in Spanish [Bienvenida...]
2002
[Incorpore su identificación]
2003
[Por favor espera]
Notice that the announcements are administered so that extensions starting with 1 are in English
and extensions starting with 2 are in Spanish.
1. collect 1 digit after hearing announcement 3000 for A
a. goto step 1 if A > 2
b. route to operator if A <= 0
2. set B = A CATR 001 [B = A001, A = 1 or 2]
3. announcement B
4. set B = A CATR 002 [B = A002, A = 1 or 2]
5. collect 16 digits after hearing announcement B for none
6. queue to skill
7. set B = A CATR 003 [B = A003, A = 1 or 2]
8. wait .. hearing B then music
9. goto step 8 if unconditionally
Because you can append at the beginning of the string or at the end, you can place a language digit
at the beginning or at the end of the string. This example places the language digit at the beginning
of the string.
Collecting an account number examples
The first example describes a vector designed to collect an account number without using the set
command. The second example describes how to use the set command to solve the problem.
Example 1: Without using the set command
The following vector shows how to collect an account number. Agents can see the account number
if the call is answered by the available agent after steps 1 to 3 are executed. Agents cannot see the
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
279
Call Vectoring commands
account number after the customer is prompted at step 4. This is because the collect in step 4
overwrites the digits buffer that is sent to the agent’s display.
1. collect 9 digits after announcement 4501 [announcement 4501 asks customers for their
account number. Nine digits are stored in the digits
buffer after customers enter their account number]
2. queue-to skill 1st pri h [Queue the call]
3. wait-time 30 secs hearing music [call waits, digits buffer = variable A = 9 digits]
4. collect 1 digits after announcement 4502 [Press 1 if customer wants to leave a
message. The digits buffer now contains the response,
overwriting previous collected digits.]
5. goto step 8 if digits = 1 [Check if the caller wants to leave a message]
6. goto step 3 if unconditionally [The caller does not want to leave a message. Go back
to wait.]
7. stop
8. messaging skill 2nd for extension active [Caller leaves a message]
9. treatment if messaging skill out of service
Example 2: Using the set command
The following vector shows how to use the set command to solve the problem presented in
Example 1. The vector in this example overwrites the digits buffer with the initially-stored account
number in step 1. While a call is waiting to be answered, the digits buffer is refreshed with the
account number.
1. collect 9 digits after announcement 4501 for A [announcement 4501 asks customers for
their account number. Nine digits are stored in the
digits buffer and the A variable after customers enter their account number.]
2. queue-to skill 1st pri h [Queue the call]
3. wait-time 30 secs hearing music [call waits, digits buffer = varaible A = 9 digits]
4. collect 1 digits after announcement 4502 for B [Press 1 if customer wants to leave a
message. The digits buffer and variable B now contain
the response.]
5. set digits = A SEL 9 [Reset the digits buffer to contain the original 9 digits
collected in step 1]
6. goto step 9 if B = 1 [Check if the caller wants to leave a message]
7. goto step 3 if unconditionally [The caller does not want to leave a message. Go back
to wait.]
8. stop
9. messaging skill 2nd for extension active [Caller leaves a message]
10. treatment if messaging skill out of service
Percentage routing examples
Starting with Communication Manager 5.2, Percentage Allocation Routing using Policy Routing
Tables (PRTs) assigned to Vector Directory Numbers (VDNs) is available. The following is an
example of how to implement an application using variables and vectoring.
For more information, see Avaya Aura® Call Center Elite Feature Reference.
The XYZ company wants to route:
• 25% of calls to the ABC company in India.
• 25% of calls to the DEF company in China.
• 50% of calls to the XYZ company local call center through XYZ company’s Communication
Manager.
The XYZ company can allocate call types into the following three groups of call handlers: One for
India, one for China, and one for the local call center.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
280
set command
Example 1: Percentage routing using VDN variables
Overview of the tasks in percentage routing using VDN variables example
In this example, an XYZ company uses the Set command and VDN variables to perform the
following tasks:
• Setup vector and VDN variable definitions
• Use vector 220 as a primary vector to calculate percentages, and route calls accordingly
• Use vector 221 as a subroutine vector to initialize routing for the initial call that is performed
every day
• Use VDN 2220, with assigned VDN variable values associated with percentage routing, as the
VDN that calls vector 220. In this example, the following types of calls are routed to VDN 2220:
- Toll-free
- Direct Inward Dialing (DID)
- Interactive Voice Response (IVR)
- Transferred by a local agent
Diagram of tasks in percentage routing using VDN variables example
The following flowchart provides an overview of this example.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
281
Call Vectoring commands
• New day - True when the dow variable is different from the stored dow value of the first call.
• Route to India - True when the percentage of calls to India is less than the percentage value
stored in the VDN variable V1=25%. Variable A (initialized to V1) is the count of calls routed to
India. This value is incremented before the call is routed. The total count of variable E is also
incremented.
• Route to China - True when the percentage of calls to China is less than the percentage value
stored in the VDN variable V2=25%. Variable B (initialized to V2) is the count of calls routed to
China. This value is incremented before the call is routed. The total count of variable E is also
incremented.
• Percentage of calls
- India = (A/A+B+C) * 100
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
282
set command
- China = (B/A+B+C) * 100
- Local = (C/A+B+C) * 100
Setting up percentage routing example
Procedure
1. Define the Variables for Vectors using the Variables for Vectors screen.
Example:
change variables
of x
Page 1
Variables for Vectors
Var
A
B
C
D
E
F
G
Description
India Routed Calls
China Routed Calls
Locally Retained Calls
Calculated Percentage
Total Routed Calls Today
Day-of-Week for First Call
Day-of-Week (1=Sun..etc.)
Type
Scope Length Start Assignment
collect
G
16
1
collect
G
16
1
collect
G
16
1
collect
L
16
1
collect
G
16
1
collect
G
16
1
dow
G
16
1
2
VAC
2. Set up the VDN you want used as the called VDN.
This VDN calls the vector with the assigned VDN variable values associated with Percentage
Routing. In the following example, the VDN is 2220 and the vector number is 220.
Example:
change vdn 2220
VECTOR DIRECTORY NUMBER
Page
Extension: 2220
Name*: Percent Routing
Destination: Vector Number
1 of
3
220
Meet-me Conferencing? n
Allow VDN Override? n
COR: 1
TN*: 1
Measured: external
Service Objective (sec): 20
VDN of Origin Annc. Extension*:
1st Skill*:
2nd Skill*:
3rd Skill*:
* Follows VDN Override Rules
change vdn 2220
VECTOR DIRECTORY NUMBER
Page
2 of
3
AUDIX Name:
Return Destination*:
VDN Timed ACW Interval*:
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
283
Call Vectoring commands
Observe on Agent Answer? n
Send VDN as Called Ringing Name Over QSIG? n
Display VDN for Route-To DAC*? n
VDN Override for ASAI Messages*: no
Allow Conference to VDN*? n
Reporting for PC Predictive Calls? n
Pass Prefixed CPN to VDN/Vector*? system
* Follows VDN Override Rules
3. Define a VDN variable for each country where calls are routed.
Example:
change vdn 2220
VECTOR DIRECTORY NUMBER
Page
3 of
3
VDN VARIABLES*
Var
V1
V2
V3
V4
V5
V6
V7
V8
V9
Description
India
China
Local
Assignment
25
25
50
VDN Time-Zone Offset*: + 00:00
Daylight Saving Rule*: system
* Follows VDN Override Rules
4. Use the Call Vector screen to set up a primary vector that calculates percentages and routes
calls accordingly.
This is the main vector for processing calls placed to VDN 2220.
Example:
change vector 220
CALL VECTOR
Page
1 of
6
Number: 220
Name: Percent Route
Background BSR Poll? n
Meet-me Conf? n
Lock? n
Basic? y
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
ASAI Routing? n
Prompting? y
LAI? y G3V4 Adv Route? y
CINFO? y
BSR? n
Holidays? y
Variables? y
3.0 Enhanced? Y
01 goto vector 221 @ step 1 if unconditionally
02 set D = A MUL 100 [D = calculated %, A = India routed calls]
03 etc. use steps 01-21 from the existing vector on page 402-403
5. Set up a subroutine vector to initialize the routing every day for the first call.
This subroutine is called by step 1 in vector 220.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
284
set command
Example:
change vector 221
Page
CALL VECTOR
1 of
6
Number: 221
Name: Reset New Day
Background BSR Poll? n
Meet-me Conf? n
Lock? n
Basic? y
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
ASAI Routing? n
Prompting? y
LAI? y G3V4 Adv Route? y
CINFO? y
BSR? n
Holidays? y
Variables? y
3.0 Enhanced? Y
01 goto vector step 8 if F = G [F = day of week for first call, G = day of week]
02 etc. use steps 01-08 of the existing vector on page 403
Note:
1 = Sun, 2 = Mon, 3 = Tues, 4 = Wed, 5 = Thurs, 6 = Fri, 7 = Sat
6. Run a list trace vdn command to verify that each variable is updating correctly.
Example 2: Percentage routing using PRT
Overview of tasks in percentage routing using Policy Routing Table example
Overview of tasks for percentage routing using Policy Routing Table :
• Define VDN 2220 that incoming calls route to assigning the destination to a PRT table.
• Define the PRT table to route calls based on the desired percentages.
• Define the three VDNs that will route the calls to appropriate destination using a VDN variable
V1 for route to destination phone number.
- VDN: 2221 routes to China via 97051001 assigned to V1
- VDN2: 2222 routes to India via 97051002 assigned to V1
- VDN3: 2223 route to the local call center via 97051003 assigned to V1
• Define routing vector 220.
Setting up percentage routing using Policy Routing Table
The XYZ company wants to:
• Route 25% of all calls to the ABC company in India
• Route 25% of all calls to the DEF company in China
• Route 50% of all calls to local call center of the XYZ company using Communication Manager
The following are the steps that the XYZ company has to perform to set up percentage routing using
the Policy Routing tables (PRT):
Procedure
1. Define VDN 2220 for call handling.
Example:
change vdn 2220
VECTOR DIRECTORY NUMBER
Page
1 of
3
Extension: 2220
Name*: Percent Routing using PRT
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
285
Call Vectoring commands
Destination: Policy Routing Table
8
Meet-me Conferencing? n
Allow VDN Override? n
COR: 1
TN*: 1
Measured: external
Service Objective (sec):
VDN of Origin Annc. Extension*:
1st Skill*:
2nd Skill*:
3rd Skill*:
* Follows VDN Override Rules
2. Define the Policy Routing Table (PRT) to allocate percentages of routing to destinations.
change policy-routing-table 8
Page 1 of 1
POLICY ROUTING TABLE
Number: 2
Name: policy 8
Index
Route-to
VDN
VDN
Name
1
2
3
4
5
6
2221
2222
2223
ABC
DEF
XYZ
Totals
Target
(%)
25
25
50
100
Type: percentage
Actual
(%)
Call
Counts
0.0*
0.0*
0.0*
0
0
0
Period: 100-count
0
3. Define the VDNs (2221, 2222, and 2223) on the Vector Directory Number (VDN) screen for
each routing to the destination set to vector number 220 as shown in the Setting up
percentage routing example.
4. As required by the application, administer page 2 of the Vector Directory Number (VDN)
screen.
5. Set the route destination numbers on page 3 for the VDN variable V1 as the following:
a. VDN 2221: assign 97051001 to V1 (routes to China)
b. VDN 2222: assign 97051002 to V1(routes to India)
c. VDN 2223: assign 97051003 to V1 (routes to the local call center)
6. Define the routing vector 220.
change vector 220
Number: 220
Basic? y
Prompting? y
Variables? y
May 2016
CALL VECTOR
Page
1 of
6
Name: Percent Route
Background BSR Poll? n
Meet-me Conf? n
Lock? n
EAS? y
G3V4 Enhanced? y
ANI/II-Digits? y
ASAI Routing? n
LAI? y G3V4 Adv Route? y
CINFO? y
BSR? n
Holidays? y
3.0 Enhanced? Y
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
286
set command
01 route-to number V1 with cov n if unconditionally
Routing to the PRT VDN acts as a route-to command and triggers VDN Override.
Assigning ASAI UUI values
Pass In-VDN Time to an Adjunct example
The ABC Call Center must provide the call processing time to the ASAI adjunct. The ASAI adjunct
applies the information as part of the decision to select the appropriate VDN to route the call with
adjunct routing. Because the call center is a multiple server system, the call can spend a significant
amount of time at previous call center locations before being interflowed to the local site. The
application uses the in-processing time along with other information about the call to give higher
priority to calls that have been waiting beyond a certain time.
With Communication Manager 4.0 or later, this application can be accomplished using the vdntime
type vector variable to provide the accumulated “in-VDN” time in seconds and the set command
assignment to a asaiuui type vector variable to populate the ASAI UUI for the call with amount of
time the call has waited.
In this example, define vector variable “A” as a asaiuui type with start 1, length 4 and scope local.
Define vector variable “V” as a vdntime type, predefined with scope local and length 4.
The following is an example vector for this application:
01
02
03
04
wait 0 secs hearing ringback
set A = V SEL 4
adjunct routing link 1
wait 10 secs hearing ringback
Step 2 assigns the accumulated i“n-VDN” time in seconds to the ASAI UUI for the call in the first 4
digit positions of the ASAI UUI user information digit string. Step 3 forwards that “in-VDN” time to the
adjunct via the ASAI route_request message sent to the adjunct in the ASAI UUI IE field along with
the VDN extension and caller ANI. The adjunct can decide what VDN to send the call to via the
route_select message.
Display combined wait time and account number to agent example
By using the set command assignment to a vector variable defined as the “asaiuui” type, an
adjunct-provided account number can be combined with the call in-VDN wait time to be displayed to
an agent. The account number is provided by the adjunct in the first six digit positions of the ASAI
UUI IE forwarded in a route_select message. The combined ASAI UUI can then be seen by the
agent using the Display UUI IE Button feature added in Communication Manager 3.1. This can be in
addition to collected digits already associated with the call which is seen by the agent via the CallerInfo display capability, either on the 2nd line of a 2-line display set or on the 1st line by pressing the
callr-info button.
In this example, vector variable A is defined as the asaiuui type with length 4 and start 7, and vector
variable V is assigned as the vndtime type. The call is processed through adjunct routing and routed
to VDN2 via the route_select message, which includes the ASAI UUI IE with the caller's 6-digit
account number, for example, 123456, found during the adjunct processing for the route_request
message sent by Communication Manager when executing the adjunct routing command in a
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
287
Call Vectoring commands
previous vector. For this example, let the in-VDN time for the call be 25 seconds, that is, V has the
value 25.
The following example vector is assigned to VDN2:
01 set A = V SEL 4
02 ...
In step 1 V SEL 4 converts the in-VDN time 25 to 0025, places the value (0025) in the ASAI UUI
string (123456) starting at position 7. The resultant ASAI UUI contains 1234560025. The agent
views the string when the agent presses the uui-info button.
stop command
Purpose
The stop command halts the processing of any subsequent vector steps.
Syntax
stop
For information about unexpected results, see Troubleshooting vectors.
Requirements
No special requirements.
Operation
A vector stops processing when:
• A vector step includes a stop command
• The last step vector step is processed
• 10,000 vector steps have been processed
The stop command halts the processing of any subsequent vector steps. After the stop command
is processed, any calls that are already queued remain queued, and any wait treatment is
continued. Wait treatments include silence, ringback, system music, or alternate audio or music
source.
Note:
If a call is not queued when vector processing stops, the call is dropped and tracked as an
abandon by both Avaya CMS and BCMS.
The following example shows a vector that uses a stop command:
Stopping vector processing
1.
2.
3.
4.
5.
6.
goto step 6 if calls-queued in split 21 pri m > 10
queue-to split 21 pri m
announcement 4000
wait-time 30 seconds hearing ringback
stop
busy
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
288
wait-time command
In the above example, if the stop command is reached, the caller remains in queue at split 21 and
continues to hear a ringback. Further vector processing is stopped and does not continue to step 6.
Therefore, callers connected to split 21 do no hear a busy signal.
Answer supervision considerations for the stop command
The stop command has no effect on answer supervision.
stop command feature interactions
For LAI, the stop command is treated as a neutral vector command. When a call drops, the stop
command is treated as a denial command.
stop command interactions with CMS
When the stop command or the end of the vector is encountered, vector INTIME is recorded. This
is reported as Avg Time in Vector.
VDISCCALLS database item in the VDN tables pegs call that pass all the way through a vector
without ever having been queued.
stop command interactions with BCMS
None.
wait-time command
Purpose
Use the wait-time command to create a vector that delays the call with audible feedback. A delay
step is provided by the wait-time command, which allows the caller to remain on hold for the time
indicated in the command.
Syntax and valid entries
waittime
0-999 secs (for hearing
seconds)
music
ringback
silence
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
289
Call Vectoring commands
i-silent
0-480 mins
(for minutes)
audio source ext.
then
(This consists of a valid
announcement or music
source extension that is
defined on the
announcement audio
sources form.)
(This option is
not available
for vector
administration
done through
Avaya Call
Management
System or
Visual
Vectors.)
A-Z, AA-ZZ
V1-V9
0-8 hrs (for
hours)
music
ringback
silence
continue
Note:
The continue
treatment is valid
only with multiple
audio or music
sources. The
treatment indicates
that the caller
continues to hear the
alternate audio or
music source using
an announcement
until another vector
command takes
effect
Requirements
Basic Call Vectoring or Call Prompting software must be installed. Also, a music-on-hold port must
be provided for the music treatment. Multiple Audio/Music Sources for Vector Delay requires the
Vectoring (G3V4 Enhanced) field to be enabled.
wait-time command basic operation
The specified feedback is given to the caller, and vector processing waits the specified time before
going on to the next step. If the time specified is 0, feedback is provided without any delay in the
processing of the next vector step. The feedback given to the caller continues until any one of the
following occurs:
• Subsequent vector step (containing wait-time or announcement) changes the treatment.
• Vector processing encounters a disconnect or busy command.
• Call is routed to another location or to a step that includes an announcement (for example,
collect digits).
• Call is routed to another VDN.
• Call is delivered to a destination (starts ringing at an agent terminal).
• Switch receives a destination from the ASAI adjunct.
• Vector disconnect timer expires.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
290
wait-time command
Wait times up to eight hours are allowed for customers who want to use the ASAI Phantom Call
feature to track email and fax messages in split queues.
Call delay with audible feedback
The following example shows an announcement that includes the wait-time command in a delay
step with audible feedback.
announcement 2556 [All our agents are busy.]
wait-time 20 seconds hearing music
In the example, a caller waits for a minimum of 20 seconds before an agent answers the call. During
this wait period, the caller listens to the system music, which is one type of feedback that is available
with the wait-time command.
If the delay step is the final effective step in the vector, the audible feedback continues beyond the
specified duration. In a vector, a final effective step is defined as the last vector step or a vector step
that is followed by a stop step.
Audible feedback continues:
• Until the call is answered or abandoned, or when the call is not queued when vector processing
stops, the call is dropped.
• While a call is queued to any split that is routed to by a converse-on split command and
data is being passed to a Voice Response Unit (VRU).
• During the wait period before the connection of an announcement or a Touchtone Receiver
(TTR).
For more information, see Avaya Aura® Call Center Elite Feature Reference.
Multiple audio or music sources on delay
You can specify an alternative audio or music source for a vector wait-time step. This alternative
source can be any extension number that is administered on the Announcements/Audio Sources
screen.
With Multiple Audio/Music Sources, you can tailor the wait-time feedback to the interests, tastes, or
requirements of the audience. You can provide specific types of music or music with overlays of
advertising that relate to the service provided by the splits or skills that the vector serves.
Following is an example of an announcement that includes an alternative audio or music source in
the wait-time step:
Call delay with multiple audio/music source feedback
announcement 2556 [All of our agents are busy. Please hold.]
wait-time 20 seconds hearing 55558 then music
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
291
Call Vectoring commands
When the wait-time step is processed, the caller is connected to extension 55558 for 20
seconds. At the end of 20 seconds, the next vector step is executed. The “then” option in the waittime step specifies one of the following:
• What the caller hears if the caller cannot be connected to the specified source.
• When the call is waiting in queue, what the caller hears if the call is not answered in 20
seconds.
In the example, if the call is not answered in 20 seconds, the caller hears the system music until a
subsequent announcement, busy, collect, converse-on, disconnect or wait-time step is encountered.
You can specify music, that is, the system music, ringback, silence, or continue for the
“then” option. When you specify continue, the caller continues to hear the alternative audio or
music source until the source is replaced by a subsequent vector step regardless of the time
specified in the wait-time step.
Call delay with continuous audible feedback
You can use alternate audio or music sources in vector loops to provide continuous audible
feedback as shown in the following example vector steps.
1.
2.
3.
4.
5.
6.
...
...
...
wait-time 30 secs hearing 55558 then continue
route-to number 913034532212 with cov n
goto step 4 if unconditionally
In the example shown above, a look-ahead call attempt is placed every 30 seconds on behalf of the
caller. If extension 55558 is a long, barge-in, repeating announcement, the caller hears
announcement 55558 all the way to the end without the announcement being restarted each time
vector processing returns to step 4.
Multiple music sources on hold
You can use the Tenant Partitioning Tenant Number (TN) to associate different music sources for
each TN.
• Without EAS, the COR setting of the station or extension that puts the call on hold determines
whether music-on-hold is applied.
• With EAS, the COR setting of the logical agent ID is used to determine whether music-on-hold
is applied.
• The TN assigned to the destination extension number is associated with a music source
number on the Tenant screen.
• The physical location, that is, the port, of the music source is assigned on the Music Sources
screen.
• The TN is assigned to the active VDN on the Vector Directory Number screen.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
292
wait-time command
• During vectoring, a wait hearing music command attaches the vector delay music source
that is defined by the TN for the active VDN.
• Alternately, you can also use the Multiple Music Sources for Vector Delay feature to specify
music sources. A wait hearing extension then... command applies the vector delay
source. In this case, the music source is defined by the extension specified on the
Announcements or Audio Sources screen, rather than the TN assigned to the VDN.
• The TN administered for extensions on the Announcement or Audio Sources screen applies
only to direct calls to the announcement extension. For the calls, the announcement or music
source assigned to the TN is what the caller hears.
• During vector processing, if the converse vector command connects the call to an agent
when the call remains under vector control and the agent puts the call on hold, the active VDN
applies music-on-hold.
• When a vector routes a call to another destination by a queue, check, route-to, or
messaging split command, Communication Manager uses the TN of the last active VDN to
determine the music source for music-on-hold.
• In ACD systems without vectoring and where music-on-hold applies, the TN assigned to the
called hunt group extension determines which music source callers hear while in queue or on
hold.
wait-time command considerations
Music when indicated as a treatment refers to the system music, not to an alternate music source.
The tenant number of the active VDN determines the system music the caller hears. You can allow
callers to hear a music source other than the one assigned to the active VDN, however, by directly
specifying an extension for an audio source with a command such as: wait-time 30 secs
hearing 4301 then music
The “i-silent” keyword is for use with adjunct routing-ADR/Lookahead Interflow applications. I-silent
provides silence for the specified time, but it is neutral to LAI while all other wait treatments (even
with 0 secs settings) provide acceptance.
Multiple audio or music sources
The expanded wait-time _ secs hearing <extension> then <treatment2> command
provides what is known as Multiple Audio or Music Sources wait treatment. The <extension>
parameter defines an audio or music source that is assigned on the Announcements/Audio Source
screen.
The source can be interfaced by way of one of the following:
• Analog/DS1/0 (Line Side T1/E1) station ports.
• AUX-Trunks.
• An Integrated Announcement board.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
293
Call Vectoring commands
Any of the listed announcement or audio source types can be configured to do either of the
following:
• Play at the beginning with queuing, with the Queue field set to y, which is always used for call
center applications.
• Barge-in operation, that is, the Queue field set to b.
In addition, integrated board announcements can be set to play once, that is, integrated, or to repeat
after each playing continuously, that is, integ-rep.
The <treatment2> parameter refers to the treatment that the caller hears after the source specified
by <extension> finishes playing, or the wait-time period expires. The <treatment2> parameter is also
provided if the caller cannot be connected to the source. Failure to connect to the source can result
from conditions such as:
• source not available - extension or source not assigned.
• source disconnected.
• source busy.
• queuing not assigned.
If the <extension> source is not available when the wait step is reached in the vector one of the
following results occurs:
• If <treatment2> is set to continue, the caller returns to what the caller hears before the
wait-time step.
• If <treatment2> is set to music, ringback, or silence, vector processing still waits for the
specified wait-time while the caller hears <treatment2>. When the wait-time period expires, the
next step in the vector is executed, irrespective of the <treatment2> setting. The caller
continues to hear <treatment2> until a subsequent step changes the treatment. For example, if
<treatment2> is set to continue, and the <extension> source, integ-rep or continuous
analog/DS1 or AUX-Trunk, is still playing, the caller continues to hear the source until a
subsequent vector steps changes the treatment.
Note:
If the <extension> source stops playing or is disconnected, the caller hears silence.
If the audio or music source specified by the <extension> stops before the wait-time period expires,
or the caller cannot be connected to the source, the caller hears the source specified by the
<extension> segment of the vector. In this case, if <treatment2> is specified as continue, the
caller hears silence.
Answer supervision considerations for the wait-time command
If the music or audio source treatment is included in the command, answer supervision is
triggered. If the command is encountered and answer supervision was sent previously, the caller
hears the treatment specified in the current command. If, for a CO trunk user, the command with
silence, ringback, or i-silent treatment is encountered prior to answer supervision, the caller
continues to hear ringback from the CO.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
294
wait-time command
wait-time command feature interactions
Feature
Description
Music-on-Hold To use the wait-time command with music as the treatment, you must administer musicon-hold. Otherwise, the caller hears silence. When Tenant Partitioning is in use, the tenant
number of the active VDN determines the system music that is heard.
Feedback continues while a subsequent vector step queues for an announcement or for a
TTR.
LAI
For LAI, the wait-time command is treated as a call acceptance vector command in all
cases, except i-silent, which is a neutral vector command.
wait-time command interactions with CMS/BCMS
The wait-time command is not tracked by CMS or BCMS. Vectors with wait-time steps are only
accessible to CMS if the time unit is administered in seconds.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? infode[email protected]
295
Chapter 14: How to improve performance
Improved performance depends on the following basic principles:
• Minimize the number of vector steps to process a call.
• Do not use vector steps which have a substantial probability of failure such as the following:
- Calls made outside of business hours.
- Queue to groups with less than desirable resources or characteristics.
Inefficient looping wastes processing resources. For example, performance can be compromised
when a vector loops through steps too often. This is especially true with long queue times.
The following are some looping examples with suggestions on how to maximize performance:
• Audible Feedback
• Look-Ahead Interflow
• Check
Examples other than looping are as follows:
• After Business Hours
• Look-Ahead Interflow
All looping examples in this section use only loops within a single vector. You must be aware of
looping to other vectors through the use of vector chaining. The same principles can be extrapolated
from the looping examples. Creating a flow diagram is often helpful for identifying looping errors.
In addition to the example vectors, tables rating the relative performance costs of specific vector
commands are also included.
Note:
Test vectors for performance in addition to call flow.
Related links
After business hours example on page 72
Look-Ahead Interflow example on page 72
After business hours example on page 72
Look-Ahead Interflow example on page 72
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
296
Looping examples
Looping examples
Audible feedback examples
Note:
Evaluate the length of the wait period between repetitions of an announcement and increase the
length. For optimum performance, add a second announcement after the initial announcement
and repeat the second announcement less often.
In the following example, an announcement indicates all representatives as busy. Hold the
announcement every 10 seconds as long as the call is in queue.
Example: 10-second announcement interval
1.
2.
3.
4.
5.
queue-to split 1
announcement 2770 [“All representatives are busy. Please hold.”]
wait-time 10 seconds hearing music
goto step 2 if unconditionally
stop
The following example repeats the announcement every 60 seconds, improving performance.
Example: 60-second announcement interval
1.
2.
3.
4.
5.
queue-to split 1
announcement 2770
[“All representatives are busy. Please hold.”]
wait-time 60 seconds hearing music
goto step 2 if unconditionally
stop
In the following example, a second announcement indicates all representatives as still being busy.
Hold, in addition to the initial announcement, and repeat the second announcement less often, say
after every 120 seconds, improving performance.
Example: Follow-up announcement
1.
2.
3.
4.
5.
6.
queue-to split 1
announcement 2770
[“All representatives are busy. Please hold.”]
wait-time 120 seconds hearing music
announcement 2771
[“All representatives are still busy. Please continue to hold.”]
goto step 3 if unconditionally
stop
The following table compares the relative processing cost of the three examples by looking at the
approximate number of vector steps executed when processing the call. Let us say the first
announcement is 3 seconds long and the second announcement is 4 seconds long. The
approximate number of vector steps executed for an audible feedback is indicated in the following
table.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
297
How to improve performance
Initial conditions
Example
Example
Example
10 seconds
announcement
interval
60 seconds
announcement
interval
follow-up
announcement
An agent is available in split 1
1
1
1
Queuing time of 5 minutes
70
15
9
When a call is queued for 5 minutes, the number of vector steps drops dramatically when the time
between announcements is increased and drops even more when a second announcement is
added and the time between announcements is increased again. When an agent in split 1 is
immediately available to answer the call, there is no difference in the number of vector steps for the
three examples.
Related links
How to improve performance on page 67
How to improve performance on page 67
Look-Ahead Interflow examples
Use the interflow-qpos conditional to achieve first in, first out (FIFO) or near-FIFO call processing. If
you do not have the interflow-qpos conditional, add a wait period between successive LAI attempts
and extend the waiting period.
The following example continuously attempts an LAI as long as the call is in queue or until a lookahead attempt succeeds.
Example: continuous look ahead - no delay
1.
2.
3.
4.
5.
queue-to split 1 pri l
announcement 3000
wait-time 20 seconds hearing music
route-to number 93035555555 cov n if unconditionally
goto step 4 if unconditionally
The following example adds a delay so that the LAI attempt occurs every 10 seconds.
Example: look ahead with a 10–second delay
1.
2.
3.
4.
5.
6.
queue-to split 1 pri l
announcement 3000
wait-time 20 seconds hearing music
route-to number 93035555555 cov n if unconditionally
wait-time 10 seconds hearing music
goto step 4 if unconditionally
The following example increases performance by increasing the delay between the LAI attempts to
30 seconds.
Example: look ahead with a 30–second delay
1.
2.
3.
4.
queue-to split 1 pri l
announcement 3000
wait-time 20 seconds hearing music
route-to number 93035555555 cov n if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
298
Looping examples
5. wait-time 30 seconds hearing music
6. goto step 4 if unconditionally
The following table compares the relative processing cost of the three examples by looking at the
approximate number of vector steps executed when processing the call with an announcement that
is 5 seconds long.
Table 3: Approximate number of vector steps executed for look-ahead interflow examples
Initial conditions
Example
Example
Example
look ahead with no
delay
look ahead with a
10–second delay
look ahead with a
30–second delay
An agent is available in split 1
Queuing time of 5 minutes
1
1
1
up to 1,000
85
30
Related links
How to improve performance on page 67
How to improve performance on page 67
Check examples
When using the check command to queue a call to backup splits, ensure that an adequate time has
elapsed before checking the backup splits again.
Note:
With EWT, the programming style used in this example is not optimal. The best approach is to
use EWT to locate an appropriate split for the call and queue the call.
Continuous check
The following example checks the backup splits continuously as long as the call is in queue.
1.
2.
3.
4.
5.
6.
7.
8.
9.
queue-to split 1 pri h
announcement 3000
wait-time 10 seconds hearing music
check split 21 pri m if available-agents
check split 22 pri m if available-agents
check split 23 pri m if available-agents
check split 24 pri m if available-agents
check split 25 pri m if available-agents
goto step 4 if unconditionally
>
>
>
>
>
0
0
0
0
0
Check with 10 second delay
The following example adds a delay of 10 seconds to ensure that some time has elapsed before
checking the backup splits again.
1.
2.
3.
4.
5.
6.
7.
queue-to split 1 pri
announcement 3000
wait-time 30 seconds
check split 21 pri m
check split 22 pri m
check split 23 pri m
check split 24 pri m
May 2016
h
hearing music
if available-agents
if available-agents
if available-agents
if available-agents
>
>
>
>
0
0
0
0
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
299
How to improve performance
8. check split 25 pri m if available-agents > 0
9. wait-time 10 seconds hearing music
10. goto step 4 if unconditionally
Agent availability status cannot change every 10 seconds.
Check with 30 second delay
The following example adds a delay of 30 seconds to ensure that some time has elapsed before
checking the backup splits again.
1. queue-to split 1 pri h
2. announcement 3000
3. wait-time 30 seconds hearing music
4. check split 21 pri m if available-agents
5. check split 22 pri m if available-agents
6. check split 23 pri m if available-agents
7. check split 24 pri m if available-agents
8. check split 25 pri m if available-agents
9. wait-time 30 seconds hearing music
10. goto step 4 if unconditionally
>
>
>
>
>
0
0
0
0
0
The following table compares the relative processing cost of the three examples by looking at the
approximate number of vector steps executed while processing the call. Assumption is that the
announcement is 5 seconds long.
Table 4: Approximate number of vector steps executed for check examples
Initial conditions
An agent is available in
split 1
Queuing time of 5
minutes
Example
Example
Example
continuous check
check with 10-second
delay
check with 30-second
delay
1
1
1
up to 1,000
190
65
If a call is queued for 5 minutes, the number of vector steps drop dramatically under the following
two conditions:
• when a delay is added before checking the backup splits again
• when the length of the delay is increased again
When an agent in split 1 is immediately available to answer the call, there is no difference in the
number of vector steps for the three examples.
Related links
How to improve performance on page 67
How to improve performance on page 67
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
300
After business hours example
After business hours example
Recommendation: Test to see if the destination resources are available (such as during business
hours) before queuing.
The following example queues calls to a hunt group regardless of the time of the call. When calls
reach an office after business hours, the announcement is repeated until the caller hangs up.
Unconditional queuing to hunt group
1.
2.
3.
4.
5.
queue-to split 1
announcement 5000 (“All agents are busy. Please hold.”)
wait-time 120 seconds hearing music
announcement 5001
(“All agents are still busy. Please continue to hold.”)
goto step 3 if unconditionally
The next example tests for business hours before queuing the call. If the call reaches the office after
business hours, an announcement informs the caller of the business hours and the call is
terminated.
Queue to hunt group with time-of-day conditional
1. goto step 7 if time-of-day is all 17:00 to all 8:00
2. queue-to split 1
3. announcement 5000 (“All agents are busy. Please hold.”)
4. wait-time 120 seconds hearing music
5. announcement 5001 (“All agents are still busy. Please continue to hold.”)
6. goto step 4 if unconditionally
7. disconnect after announcement 5001 (“Business hours are 8:00 AM to 5:00 PM, Please
call back then.”)
In the first example, unnecessary processing occurs when a call queues after business hours and
the call is terminated only when the caller hangs up. As indicated in the second example, it is more
economical to test for business hours before queuing a call.
Related links
How to improve performance on page 67
How to improve performance on page 67
Look-Ahead Interflow example
Note:
When using LAI, check if the receiving office is open for business.
Scenario: The sending Communication Manager is in Los Angeles with office hours from 8:00 AM to
5:00 PM PST and the receiving Communication Manager is in New York with office hours from 8:00
AM to 5:00 PM EST (05:00-14:00 PST). There is a three hour difference between the two locations.
The following example routes calls to the New York Communication Manager.
Unconditional LAI
1. queue-to split 1
2. route-to number 99145555555 cov n if unconditionally
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
301
How to improve performance
3.
4.
5.
6.
announcement 2770
(All agents are busy. Please hold.)
wait-time 120 seconds hearing music
goto step 3 if unconditionally
stop
The next example tests first to see if the New York Communication Manager is open before
requesting a queue to the New York Communication Manager, preventing unnecessary processing.
LAI with Time-of-Day (TOD) condition
1.
2.
3.
4.
5.
6.
7.
queue-to split 1
goto step 4 if time-of-day is all 14:00 to all 05:00
route-to number 99145555555 cov n if unconditionally
announcement 2770
(All agents are busy. Please hold.)
wait-time 120 seconds hearing music
goto step 4 if unconditionally
stop
Refer to the next example if you enabled Advanced Routing. In this case, the Expected Wait Time
feature can be used to determine if placing an LAI call attempt is useful.
LAI with Expected Wait Time (EWT) and TOD conditions
1.
2.
3.
4.
5.
6.
7.
8.
queue-to split 1
goto step 5 if expected-wait for call < 30
goto step 5 if time-of-day is all 14:00 to all 05:00
route-to number 99145555555 cov n if unconditionally
announcement 2770
(All agents are busy. Please hold.)
wait-time 120 seconds hearing music
goto step 5 if unconditionally
stop
In the examples, note that there is no reason to attempt an interflow if the call is answered quickly at
the main Communication Manager.
Related links
How to improve performance on page 67
How to improve performance on page 67
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
302
Chapter 15: Call Vectoring job aid
Vector commands job aid
The vector command job aid lists Call Vectoring commands, along with the various conditions,
parameter options and values available for use with each command.
Most vector commands require more than one input value for the command, as well as for various
parameters such as an announcement extension number, time interval, and maximum queue size.
When the minimum and maximum ranges for command parameter values are identical for all Avaya
switch platforms, the limiting ranges are specified in the job aid. Alternately, when the minimum and
maximum ranges for a parameter value are not the same among Avaya switch platforms, the upper
limit of a value range is indicated by the term switch max.
To determine the maximum values you can use in Call Vectoring commands, see System
Capacities Table for Communication Manager on Avaya Aura® Media Servers.
#
Syntax and valid entries
#
A comment command that adds a note with up to 71 characters.
A comment out command that tells a vector step to ignore processing. Use the edit
function, <esc> f6 to insert the command.
adjunct routing link
Syntax and valid entries
adjunct routing
link
1-64 -CTI Link ID
Link capacity varies with releases and configurations. For more information, see
Avaya Aura® Communication Manager System Capacities Table.
A-Z, AA-ZZ
V1-V9
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
303
Call Vectoring job aid
announcement
Syntax and valid entries
announcement
extension number
A-Z, AA-ZZ
V1-V9
busy
Syntax
busy
Terminates vector processing after playing a busy signal
check
Syntax and valid entries
check
best
if
expected wait
< 1-9999 seconds
unconditionally
wait improved
skill
hunt group
pri: l=low,
skills for
m=medium,
VDN:1st, 2nd, h=high, or t=top
or 3rd
> 0-9999 seconds
if
available-agents >
0-1499
all-levels
pref-level skill level 1
[Skill levels are 1-16
(1 is best, 16 is
lowest). Skill level 2
must be greater than
or equal to skill level
1.]
pref-range skill level 1
to skill level 2
skill
split
hunt group
skills for
VDN: 1st,
2nd, or 3rd
hunt group
pri: l=low,
m=medium,
h=high, or t=top
if
calls-queued < 1-999
expected-wait < 1-9999 seconds
oldest-call-wait < 1-999 seconds
rolling-asa <1-999 seconds
staffed-agents > 0-1499
wait-improved > 0-9999 seconds
unconditionally
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
304
Vector commands job aid
split
hunt group
pri: l=low,
m=medium,
h=high, or t=top
if
available-agents > 0-1499
collect digits
Syntax and valid entries
collect
digits
ced
for none or [A-Z, AA-ZZ]
cdpd
1-16
after
announcement
extension number. none,
A-Z, AA-ZZ, or V1-V9
for none or [A-Z, AA-ZZ]
consider
Syntax and valid entries
consider
location (multisite BSR
only)
1-255, A-Z, AA-ZZ, V1-V9
(Skill) hunt group skills
for VDN: 1st, 2nd, or
3rd
pri: l=low, m=medium, h=high, or
t=top
adjust by 0-100 percent,
A-Z, AA-ZZ, or V1-V9
(Split) hunt group
converse-on
Syntax and valid entries
converse-on
(Skill) hunt group
skills for VDN:
1st, 2nd, or 3rd
pri: l=low,
m=medium,
h=high, or
t=top
passing
(Split) hunt group
6-digit string, and
*, #, ani, vdn,
digits, qpos,
wait, [A-Z,
AA-ZZ], V1V9
6-digit string, *,
#, ani, vdn,
digits, qpos,
wait, [A-Z, AAZZ], V1-V9
none
none
disconnect
Syntax and valid entries
disconnect
after announcement
extension number
none
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
305
Call Vectoring job aid
A-Z, AA-ZZ
V1-V9
goto step and goto vector
Syntax and valid entries
Note:
The maximum vector limit is less on some platforms. Use the help key to determine the
applicable limit for your system. The maximum number of port networks and media-gateways
varies with the server platform. For example, the S8710 server supports up to 64 port networks
and 250 media gateways. Check capacity tables for supported limits.
goto step 1–99 if
goto vector 1– 8000 @ step 1–99 if
A-Z or AA-ZZ
V1-V9
>, <, =, <>,
>=, or <=
threshold value or digit string: 1–16, wildcards (?
or +), A-Z or AA-ZZ, V1–V9
= or <>
none or pound (#) sign
in table
1–999, A-Z or AA-ZZ, V1–V9
not in table
ani
>, <, =, <>,
>=, or <=
threshold value or digit string: 1–16, wildcards (?
or +), A-Z or AA-ZZ, V1–V9
=, or <>
none or pound (#) sign
in table
1–999, A-Z or AA-ZZ, V1–V9
not in table
available
agents
calls-queued
counted-calls
digits
in skill
hunt group
skill for
VDN: 1st,
2nd, or 3rd
in split
hunt group
in skill
hunt group
skill for
VDN: 1st,
2nd, or 3rd
in split
hunt group
to vdn
extension,
latest, or
active
>, <, =, <>,
>=, or <=
0-1499, 1-1500, A-Z or AA-ZZ, V1-V9
pri l=low,
m=medium,
h=high, or
t=top
>, <, =,
<>, >=,
or <=
>, <, =, <>,
>=, or <=
0-098, 1-999, A-Z, AA-ZZ, V1-V9
>, <, =, <>,
>=, or <=
threshold value or digit string: 1–16, wildcards (?
or +), A-Z or AA-ZZ, V1–V9
= or <>
none
0-098, 1-999, A-Z or AA-ZZ, V1-V9
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
306
Vector commands job aid
goto step 1–99 if
goto vector 1– 8000 @ step 1–99 if
=
meet-me access. You can use the option only with
meet-me conference vectors.
in table
1–999, A-Z or AA-ZZ, V1–V9
not in table
expected-wait
for
best
>, <, =, <>,
>=, or <=
call
>, <, =, <>,
>=, or <=
split
hunt group
skill
hunt group
skill for VDN:
1st, 2nd, or
3rd
pri l=low, >, <, =, <>,
m=mediu >=, or <=
m,
h=high,
or t=top
in table
1-999, A-Z or AA-ZZ, V1-V9
holiday
0-9999 (in seconds), A-Z or AA-ZZ, V1-V9
0-9998 (in seconds),
1-9999 (in seconds), A-Z
or AA-ZZ, V1-V9
not in table
ii-digits
>, <, =, <>,
>=, or <=
2–digit string, wildcards (? or +), A-Z or AA-ZZ,
V1-V9
= or <>
none
in table
1–999, A-Z or AA-ZZ, V1-V9
not in table
interflow-qpos
>, <, =, <>,
>=, or <=
1–9, A-Z or AA-ZZ, V1-V9
media-gateway
H.248
= or <>
gateway ID 1–
999
registered
all
any
goto step command only
• meet-me full
• meet-me idle
The options are available only with meet-me conference vectors
no match
oldest-callwait in
skill
hunt group
for VDN:
1st, 2nd, or
3rd
split
hunt group
pri l=low,
m=medium,
h=high, or
t=top
>, <, =,
<>, >=,
or <=
0-998 (in seconds), 1-999 (in
seconds), A-Z or AA-ZZ, V1-V9
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
307
Call Vectoring job aid
goto step 1–99 if
goto vector 1– 8000 @ step 1–99 if
port network
port network
ID 1– 999
= or <>
registered
all
any
queue- fail. Is available only with the Attendant Vectoring feature
rolling-asa for
skill
hunt group for
VDN: 1st,
2nd, 3rd
split
hunt group
>, <, =,
<>, >=,
or <=
0-998 (in seconds), 1-999 (in
seconds), A-Z or AA-ZZ, V1-V9
vdn
extension,
latest, or
active
server
= or <>
main, ess, or lsp
service-hours
in table
1-999 (in seconds), A-Z or AA-ZZ, V1-V9
not in table
staffed-agents skill
hunt group
for VDN:
1st, 2nd, or
3rd
split
hunt group
time-of-day is
wait-improved
>, <, =, <>,
>=, or <=
1-1499, 1-1500, A-Z or AA-ZZ, V1-V9
mon, tue, wed, thu, fri,
sat, sun, or all
hour: 00–23
to
best
>, <, =, <>,
>=, or <=
0-9998 (in seconds), 1-9999 (in seconds), A-Z or
AA-ZZ, V1-V9
skill
hunt group for
VDN: 1st,
2nd, 3rd
split
hunt group
pri l=low, >, <, =, <>,
m=mediu >=, or <=
m,
h=high,
or t=top
minute: 00–59
mon, tue,
hour: 00–23
wed, thu,
minute: 00–59
fri, sat, sun,
or all
0-9998 (in seconds),
1-9999 (in seconds), A-Z
or AA-ZZ, V1-V9
unconditionally
• Wild cards: The question (?) mark matches any digit from 0 to 9 at the specified position. The plus (+) sign
matches any or no characters at the specified position.
• Threshold field test: Use the word none to test for an empty digits string. Use the pound (#) sign to match
a single pound (#) sign that the caller enters or an ASAI adjunct in the dial-ahead buffer. In this case, only
the = or <> comparators are valid.
• VDN latest and active: Latest refers to the VDN specified for the current vector and active refers to the
VDN specified by the VDN Override settings.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
308
Vector commands job aid
messaging
Syntax and valid entries
messaging
skill
hunt group (A valid hunt
for
group is an ACD split or skill
or a non-ACD hunt group
assigned for AUDIX, remote
AUDIX, MSA, or QSIG MWI
on the hunt group.) VDN
skill:
extension number
latest
active
A-Z, AA-ZZ
V1–V9
1st
2nd
3rd
split
hunt group
queue-to
Syntax and valid entries
queue-to
attd-group
This option is available with Attendant Vectoring.
attendant
extension number
best
hunt-group
skill
group number
priority (pri)
A valid group number is a vector-controlled hunt
group of any type such as Automatic Call
Distribution (ACD) or Uniform Call Distribution
(UCD).
• l=low
Vector Directory Number (VDN) skills
• t=top
• m=medium
• h=high
• 1st Skill
• 2nd Skill
• 3rd Skill
split
hunt group
reply-best
Syntax
reply-best
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
309
Call Vectoring job aid
Note:
This multisite BSR command is available only when you activate the Virtual Routing
feature.
return
return
The goto vector command can invoke a subroutine call. After the subroutine has
processed, the return command returns vector processing to the step following the
goto vector command.
route-to
Syntax and valid entries
route-to
digits with coverage y or n
meet-me. The option is available only with meet-me conference vectors.
number
Up to 16 digits from 0 to 9
<digits>
[A-Z, AA-ZZ, V1-V9]
<digits>*<digits>A
<digits>#<digits>A
with coverage y,
n
if digit >, >=, <>,
=. or <=
0-9 #
if interflow- qpos
<= or >=
1-9
unconditionally
<digits>~p<digits>A
<digits>~m<digits>A
<digits>~s<digits>A
<digits>~w<digits>A
<digits>~W<digits>A
~r, ~r+
~r*, ~r#
*<digits>~L<digits>#
name1,
name2, or
name3
with coverage y, n
• route to number: Supports vector variables from A to Z or from AA to ZZ and VDN variables from V1
to V9. The variable value, in decimal digits, is defined elsewhere before the route-to number
command is executed. Each variable whether a single or double character counts as two digits towards
the maximum digits in the number field. The variable can be preceded by digits as long as the total is
within the 16 digit or character position limit. The variable must always be the last entry and cannot be
followed by a digit.
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
310
Vector commands job aid
• <digits>: The notation <digits> means that more than one digit in the range of 0 to 9 can be inserted for
the application.
• Pound (#) sign: The character is used in the threshold field to match a single pound (#) sign entered by the
caller or an ASAI adjunct in the dial-ahead buffer. In this case, only the “=” or “<>” comparators are valid.
• route to name: The parameter is available only with the Dial by Name feature.
Note:
• The route-to command supports service observing FACs, VDN observing by location,
remote logout of agent FAC, remote access extension, attendant access number, and
other destination numbers.
• The route-to number command is the destination and is entered in the number field.
This field can contain an administration limit of a maximum of 16 decimal digits or
combination of characters and numbers that total 16. Special notations such as “~p” with
“a~” followed by a character are counted as two digits towards the 16.
• Use of a variable allows having a route-to number destination address of more than 16
digits since a variable can be assigned up 16 digits during processing and is combined with
the entry in the number field.
• When the specified number is preceded by “~r”, an NCR invocation is attempted back over
the trunk group to the network service provider. The “~r” sequence is counted as two digit
positions toward the 16 total. The “+” character is an indication for E.164 numbering
required by some network service providers for NCR invocation over SIP trunks. The “+”
character is counted as two digit positions towards the 16 total. The “~r” or “~r+” entries
must be in the initial digit or character positions of the number field.
• By prefixing a VDN number with “~r*” or “~r#” in route-to number command, you can
access an FAC, or a remote phone number over an NCR. Using the “*” prefix, you can also
access a remote number for which you must dial “*9”. For this, you must set up and call a
VDN that includes 9 followed by the phone number. For example,
route-to number *V1 if cov unconditionally
command can route to an external number *913032451234 if V1 is set up as
913032451234.
set
Syntax and valid entries
The basic syntax of the set command is:
set [vector variable, Digits ] = [operand1] [operator] [operand2]
set
user-assigned type
(Only global or local
collect type vector
variables can be
=
user-assigned ADD, SUB,
type A-Z or
MUL, DIV,
AA-ZZ
CATL,
CATR,
user-assigned type A-Z or AA-ZZ
Table continues…
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
311
Call Vectoring job aid
assigned using the set
command.)
MOD10, or
SEL
A-Z or AA-ZZ
asaiuui A-Z or AA-ZZ
systemassigned A-Z
or AA-ZZ
system-assigned A-Z or AA-ZZ
V1-V9
V1-V9
digits
digits
digits
(The collected digits
buffer holds up to 16
digits.)
none
none
directly-entered numeric string
(Limited to 4294967295 with ADD,
SUB, MUL, or DIV. For all other
operators, the limit is 16 digits.)
stop
stop
wait-time
Syntax and valid entries
waittime
0-999 secs (for hearing
seconds)
music
ringback
silence
i-silent
0-480 mins
(for minutes)
(This option is
not available
for vector
administration
done through
Avaya Call
Management
System or
Visual
Vectors.)
audio source ext.
then
(This consists of a valid
announcement or music
source extension that is
defined on the
announcement audio
sources form.)
A-Z, AA-ZZ
V1-V9
0-8 hrs (for
hours)
May 2016
music
ringback
silence
continue
Note:
The continue
treatment is valid
only with multiple
audio or music
sources. The
treatment indicates
that the caller
continues to hear the
Table continues…
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
312
Vector variables job aid
alternate audio or
music source using
an announcement
until another vector
command takes
effect
Vector variables job aid
ANI
Variable
Description
Scope
Specification
Maximum digit
length
Assigns
ani
Holds the phone
number of the
caller
L
Start digit
position and
Length
16
incoming call data
ASAIUUI
Variable
asaiuui
Description
Scope
Holds callL
specific user
data associated
with the caller
Specification
Maximum digit
length
Start digit position 16 out of a total of 96
and length
Assigns
Incoming call or
ASAI
application data
Collect
Variable
collect
May 2016
Description
Holds user-defined
digits associated with
the call for control,
routing or special
treatment that can be
assigned a value by
the Variables for
Vectors table, collect
digits steps or the
Scope
L
G
Specification
Start digit
position and
length
Maximum digit
length
16
P
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
Assigns
The for
parameter of the
collect
digits
command or
assignment in the
variables table
313
Call Vectoring job aid
Variable
Description
Scope
Specification
Maximum digit
length
Assigns
set vector
command.
DOW
Variable
Description
Scope
Specification
Maximum digit
length
Assigns
dow
Holds the
current day of
week for
processing
G
None
1
The main server
system clock (1-7) for example, 1 =
Sunday
DOY
Variable
Description
Scope
Specification
Maximum digit
length
Assigns
doy
Holds the
current day of
year for
processing
G
None
Always 3
The main server
system clock
(1-365 or 1 -366 in
a leap year)
Stepcnt
Variable
stepcnt
Description
Scope
Provides the count L
of vector steps
executed for the
call, including the
current step
Specification
None
Maximum digit
length
4
Assigns
The vector
processing step
counter
TOD
Variable
tod
May 2016
Description
Scope
Holds the current
time of day in 24hour format
G
Specification
None
Maximum digit
length
Always 4
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
Assigns
The main server
system clock - for
314
Vector variables job aid
Variable
Description
Scope
Specification
Maximum digit
length
Assigns
example, 02:19 =
2:19 am
Value
Variable
value
Description
Scope
Holds a single
numerical digit
(0-9) for userdefined
processing
G
Specification
None
Maximum digit
length
1
Assigns
A user-defined
value entered
using the Variable
Access Code
(VAC) Feature
Access Code
(FAC) procedure
or assignment in
the variables table
VDN
Variable
vdn
Description
Scope
Holds the VDN
extension
number of the
call for
processing
L
Specification
Active or Latest
VDN
Maximum digit
length
13
Assigns
Routing for a
call
VDNTime
Variable
vdntime
May 2016
Description
Provides the
time taken, in
seconds, by a
call center to
process a call
Scope
L
Specification
None
Maximum digit
length
Always 4
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
Assigns
Time in vector
processing
including prior
processing for a
call routed by
BSR/LAI
315
Chapter 16: Resources
Documentation
See the following related documents.
Title
Use this document to:
Audience
Avaya Aura® Call Center Elite
Feature Reference
Know about Automatic Call Distribution
(ACD) and Call Vectoring features.
All users of Call Center Elite
Avaya Aura® Call Center Elite
Overview and Specification
Know about Call Center Elite features,
performance, specifications, security,
licensing information.
Implementation engineers and
sales engineers
Administer Call Center Elite features.
Implementation engineers and
system administrators
Understanding
Using
Administering Avaya Aura®
Call Center Elite
Finding documents on the Avaya Support website
About this task
Use this procedure to find product documentation on the Avaya Support website.
Procedure
1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/.
2. At the top of the screen, enter your username and password and click Login.
3. Put your cursor over Support by Product.
4. Click Documents.
5. In the Enter your Product Here search box, type the product name and then select the
product from the drop-down list.
6. If there is more than one release, select the appropriate release number from the Choose
Release drop-down list.
7. Use the Content Type filter on the left to select the type of document you are looking for, or
click Select All to see a list of all available documents.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
316
Training
For example, if you are looking for user guides, select User Guides in the Content Type
filter. Only documents in the selected category will appear in the list of documents.
8. Click Enter.
Training
The following courses are available on www.avaya-learning.com. Enter the course code in the
Search field, and click Go to search for the course.
Course code
Course title
AVA00741WEN
Introduction to Call Center Operations
AVA00742WEN
Avaya Call Center - Analyze, Design, and Plan Implementation
5C00091E
Avaya Aura® Call Center Elite Virtual Campus Offering
5C00091I
Avaya Aura® Call Center Elite Implementation and Configuration
5C00091V
Avaya Aura® Call Center Elite Implementation and Configuration
Viewing Avaya Mentor videos
Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot Avaya
products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
Procedure
• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one
of the following actions:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
perform one of the following actions:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos posted
on the website.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
317
Resources
Note:
Videos are not available for all products.
Support
Go to the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service
request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
318
Glossary
ACD
Automatic Call Distribution (ACD) is a telephony feature for processing and
distributing inbound, outbound, and internal calls to groups of extensions.
ACW
An agent enters the After Call Work (ACW) mode to complete ACD callrelated activities, such as filling forms or taking notes. An agent in the ACW
mode is unavailable to receive ACD calls.
adjunct routing
A means of evaluating calls before the calls are processed by requesting
information from an adjunct. Communication Manager requests instructions
from an associated adjunct and makes a routing decision based on agent
availability or caller information.
adjunct-controlled
split
An ACD split that is administered to be controlled by another application.
Agents logged in to such splits must do all telephony work, ACD login, ACD
logout, and work mode changes through the adjunct, except for autoavailable adjunct-controlled splits, wherein agents cannot log in, log out, or
change the work modes.
adjunct-monitored
call
An adjunct-controlled call, active-notification call, or call that provides event
reporting over a domain-control association.
ANI
Automatic Number Identification (ANI) is a display of the calling number for
agents to gain access to information about the caller.
ASAI
Adjunct-Switch Application Interface (ASAI) is an Avaya protocol that
applications use to gain access to the call-processing capabilities of
Communication Manager.
association
A communication channel between adjunct and switch for messaging
purposes. An active association is one that applies to an existing call on the
switch or to an extension on the call.
attendant
A person at a console who provides personalized service for incoming
callers and voice-services users by performing switching and signaling
operations.
auto-in
A call-answering mode in which an agent automatically receives ACD calls
without pressing any button to receive calls.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
319
Glossary
AUX work
Agents enter the Auxiliary (AUX) work mode for non-ACD activities, such as
taking a break, going for lunch, or making an outgoing call. Agents in the
AUX work mode are unavailable to receive ACD calls.
best
The split/skill or location that can provide the best service to a caller as
determined by BSR.
BSR
A feature that provides singlesite and multisite load balancing and
maximizes staffing resources. Communication Manager uses Best Service
Routing (BSR) to compare skills and to route calls to the best skill.
check best
A vector command that Communication Manager uses to verify if the best
found split or skill meets all the conditions in the vector. For example,
Communication Manager can use the check command to verify if the best
found split or skill has the best Expected Wait Time (EWT).
CO
Central Office (CO) is a switch that a local phone company owns to provide
local phone service (dial-tone) and access to toll facilities for long-distance
calling.
consider sequence
A consider series plus a queue-to best, check-best, or reply-best
step is called a consider sequence.
consider series
A series of consider commands typically written in sets. A set of
consider commands is called a consider series.
manual-in
A call-answering mode in which an agent must press manual-in to receive
an ACD call.
queue
An ordered sequence of calls waiting to be processed.
queue-to best
A vector command for queuing calls to the best split or skill that is
determined by a consider series.
status poll
A call that Communication Manager makes to gain status data from a
remote place in a multisite BSR application plan.
VDN
Vector Directory Number (VDN) is an extension number that directs calls to
a vector. VDNs can represent a call type or a service category, such as
Billing or Customer Service.
vector-controlled
split
A hunt group that you can gain access to only by dialing a VDN extension.
work mode
A function that an agent performs during the work shift. ACD work modes
include AUX work, auto-in, manual-in, and ACW.
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
320
Index
Special Characters
B
# .........................................................................................201
# character .........................................................266, 269, 270
basic call vectoring .............................................................. 75
BCMS
interactions
disconnect command .......................................... 219
best service routing
example ........................................................................ 58
bilingual announcements example .................................... 279
branching
conditional .................................................................... 26
unconditional ................................................................ 26
BSR
multisite ........................................................................ 76
singlesite .......................................................................76
virtual call center ...........................................................76
with LAI .........................................................................76
busy command
interactions
BCMS .................................................................. 185
CMS .................................................................... 185
A
AAR access codes .............................................................254
abbreviated dialing
special characters .......................................................250
account number collection example .................................. 279
ACD
call processing ..............................................................15
active VDN ...........................................................................24
ADD examples ...................................................................271
adjunct routing
interactions
CMS .................................................................... 177
adjunct switch application interface (ASAI) ........................173
advanced routing ................................................................. 76
agents
available ....................................................................... 20
staffed ...........................................................................20
Allowed assignments ......................................................... 264
ANI routing ...........................................................................76
ANI without VRT ................................................................ 132
announcement
delay ........................................................................... 180
answer supervision considerations
converse-on ................................................................212
disconnect .................................................................. 218
messaging command ................................................. 232
queue-to command .....................................................238
reply-best ....................................................................240
route-to command ...................................................... 254
stop command ............................................................ 289
wait-time ..................................................................... 294
Application Enablement Services (AES) ............................173
arithmetic operations
about ...........................................................................265
considerations ............................................................ 265
invalid results ..............................................................266
rules ............................................................................265
start and length ...........................................................266
ARS access codes .............................................................254
asaiuui type variable
used with the set command ........................................260
assigning a new value
collect variable ............................................................265
attendant call queuing ........................................................254
authorization code ............................................................. 254
May 2016
C
Call delay
continuous audible feedback ...................................... 292
call detail recording (CDR) .................................................213
call flow
converse-VRI calls ......................................................200
methods ........................................................................18
call processing ................................................................... 159
call prompting ...................................................................... 76
call routing with coverage .................................................. 244
call treatment ................................................................. 20, 27
personalization ............................................................. 30
testing ........................................................................... 30
call vector screen
administering .............................................................. 144
CATL examples ................................................................. 273
CATL operations
considerations ............................................................ 267
rules ............................................................................267
CATR examples .................................................................274
CATR operations
considerations ............................................................ 267
rules ............................................................................267
class of restriction (COR) ...................................................213
comment command ........................................................... 171
comments
entering .......................................................................150
removing .....................................................................151
conditionals
reason to use ..............................................................227
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
321
Index
converge parameter ...........................................................252
converse call placement .................................................... 200
converse-on command
interactions
BCMS .................................................................. 217
D
determining the number of digits example .........................265
dial-ahead digits and the digits buffer ................................ 264
digits .................................................................................. 259
digits buffer clearing example ............................................ 265
direct department calling (DDC) ........................................ 213
direct inward dialing (DID) ................................................. 254
disconnect command .........................................................217
DIV operator
DIV examples ............................................................. 272
duplicate vectors ................................................................158
E
enhanced vectoring ............................................................. 76
EWT routing .........................................................................76
example vector
delay with multiple audio/music source feedback .......291
leaving recorded messages ........................................231
stopping vector processing .........................................288
F
II-Digits routing .....................................................................76
information forwarding
CINFO
buffer storage ...................................................... 139
collect digits .........................................................138
command set .......................................................129
interactions .......................................................... 140
internal transfer to VDN .......................................139
string length .........................................................139
UEC IE storage ................................................... 138
vector example .................................................... 140
wildcards ............................................................. 139
interflow
look-ahead ....................................................................18
interflow-qpos conditional, using ..........................................76
interflow routing
considerations ............................................................ 252
description .................................................................. 252
intraflow ............................................................................... 18
invalid character .................................................266, 269, 270
invalid destinations ............................................................ 244
IVR converse settings ........................................................205
J
job aid ................................................................................ 303
L
feature access code
administering .............................................................. 111
feature interactions
check digits .................................................................288
consider command ..................................................... 198
disconnect command ..................................................218
goto command ............................................................229
stop command ............................................................ 289
G
goto command
basic operation ........................................................... 223
interactions
BCMS .................................................................. 229
CMS .................................................................... 229
goto step command ........................................................... 219
goto vector command ........................................................ 219
H
holiday vectoring ..................................................................76
example ........................................................................ 54
May 2016
I
LAI
example ................................................................ 72, 301
examples .............................................................. 69, 298
latest VDN ............................................................................24
leaving a message .............................................................231
limit on calls in queue ........................................................ 234
listed directory number (LDN) ............................................254
look-ahead interflow
example ................................................................ 72, 301
LUHN-10 algorithm ............................................................ 269
M
maximizing performance ..............................................70, 299
media-gateway vector conditional ..................................... 227
messaging ........................................................................... 19
messaging command .........................................................230
example ...................................................................... 231
interactions
BCMS .................................................................. 233
CMS .................................................................... 233
MOD10 algorithm ...............................................................269
MOD10 operations
considerations ............................................................ 269
examples .................................................................... 275
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
322
Index
MOD10 operations (continued)
invalid results ..............................................................270
rules ............................................................................269
start and length ...........................................................270
MUL examples ...................................................................272
N
network call redirection
example ........................................................................ 56
P
percentage routing setting ................................................. 285
performance
improving .............................................................. 70, 299
maximizing ............................................................70, 299
processing cost
comparisons .................................................. 70, 299
port-network vector conditional ..........................................227
Q
queue limit ......................................................................... 234
queue-to command ............................................................234
interactions
BCMS .................................................................. 239
CMS .................................................................... 239
queuing
multiple split ................................................................236
queuing calls to best skill ................................................... 234
queuing calls to local resources .........................................234
queuing priority level ..........................................................234
queuing to multiple skills ....................................................234
R
redirection
VDN .............................................................................. 25
redirection on no answer (RONA) ........................................25
removing calls from queues ...............................................159
reply-best command interactions
CMS and BCMS ......................................................... 241
routed-to VDN ....................................................................159
route-to command
destinations ................................................................ 248
interactions
BCMS .................................................................. 258
CMS .................................................................... 257
route-to number command ................................................ 252
routing
adjunct .......................................................................... 18
ANI
call types ............................................................. 130
internal transfers ..................................................130
string length .........................................................130
May 2016
vector routing tables ............................................ 130
wildcards ............................................................. 130
best service .................................................................. 18
caller-selected .............................................................. 19
calls .............................................................................. 18
CPN prefix
example ...............................................................142
multi-national ....................................................... 142
II-digits
codes ...................................................................134
example ...............................................................137
routing calls ..........................................................................27
S
SEL examples ....................................................................274
SEL operations .................................................................. 268
sequential flow ..................................................................... 26
server conditionals
syntax ......................................................................... 228
server vector conditional ....................................................227
service observing ...............................................................253
set command ..................................................................... 258
setting percentage routing ................................................. 285
singlesite BSR ..................................................................... 76
skills, comparing .................................................................. 76
split
multiple ......................................................................... 20
queue
priority levels ......................................................... 19
stop command
example ...................................................................... 288
syntax ......................................................................... 288
stop command interactions
CMS ............................................................................289
string operations ................................................................ 267
start and length ...........................................................268
SUB examples ................................................................... 271
subnet trunking .................................................................. 254
support ...............................................................................318
syntax
gateway conditionals
syntax .................................................................. 228
server conditionals ......................................................228
T
terminating vector processing ............................................234
time delay administration ................................................... 203
V
variables in vectors
considerations ............................................................ 103
interactions ................................................................. 103
requirements .................................................................89
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
323
Index
VDN ............................................................................... 15, 22
coverage path ...............................................................24
creating duplicates ......................................................158
duplicate ..................................................................... 157
implementation ............................................................. 23
time zone offset ............................................................ 23
variables
announcement extension .................................... 118
assigning digits ....................................................124
converse-on command ........................................118
disconnect command .......................................... 118
fields .................................................................... 117
goto command .....................................................119
route-to command ............................................... 120
separation ............................................................125
set command .......................................................121
wait command ..................................................... 121
VDN Override ...................................................................... 24
VDN parameters .................................................................. 24
vector ................................................................................... 15
changing ..................................................................... 164
command
description ........................................................... 170
messaging ........................................................... 232
reply-best .............................................................240
commands
adjunct routing link .............................................. 173
announcement .....................................................179
busy .....................................................................184
check ................................................................... 185
creating ...............................................................144, 152
deleting steps ............................................................. 150
duplicate ..................................................................... 158
editing ......................................................................... 144
example
stopping vector processing ..................................288
identifying links ........................................................... 165
inserting steps ............................................................ 149
processing .................................................................... 15
subroutines ................................................................. 126
testing ......................................................................... 164
variables
administration ...................................................... 104
announcement extension ...................................... 83
collect command ................................................... 83
converse-on command ..........................................84
diconnect command .............................................. 85
global .....................................................................90
goto command .......................................................85
implementation ...................................................... 81
job aid ..................................................................106
local ....................................................................... 90
local persistent ...................................................... 91
parameters ............................................................ 80
route-to command ................................................. 87
scope .....................................................................89
set command .........................................................88
May 2016
wait command ....................................................... 89
variable type
ani ..........................................................................91
asaiuui ................................................................... 92
collect .................................................................... 99
dow ........................................................................93
doy .........................................................................94
stepcnt ...................................................................94
tod ......................................................................... 95
value ....................................................................102
VDN .......................................................................96
vdntime ..................................................................97
vector command ................................................................ 219
vector commands .............................................................. 234
# ..................................................................................303
adjunct routing link ......................................................303
announcement ............................................................304
busy ............................................................................ 304
check .......................................................................... 304
collect digits ................................................................ 305
consider ...................................................................... 305
converse-on ................................................................305
disconnect .................................................................. 305
job aid ......................................................................... 303
messaging .................................................................. 309
queue-to ..................................................................... 309
reply-best ....................................................................309
return .................................................................. 241, 310
route-to ................................................................. 24, 310
set ...............................................................................311
stop .............................................................................312
wait-time ..................................................................... 312
vector commands job aid ...................................................303
vectoring
benefits ......................................................................... 30
commands
adjunct routing .......................................................27
announcement .......................................................27
busy .......................................................................27
check backup ........................................................ 27
collect digits ...........................................................27
consider .................................................................27
converse-on ...........................................................27
disconnect ............................................................. 27
goto step ................................................................27
goto vector .............................................................27
messaging ............................................................. 27
queue-to ................................................................ 27
queue-to attd-group ...............................................27
route-to digits .........................................................27
route-to number .....................................................27
stop ........................................................................27
wait-time ................................................................ 27
considerations .............................................................. 75
emergency and routine service .................................... 63
examples
attendant routing ................................................... 49
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
324
Index
examples
examples
(continued)
(continued)
automated attendant ............................................. 34
customer service center ........................................ 32
data collection ....................................................... 34
dial by name .......................................................... 60
distributed call centers ...........................................37
DIVA ...................................................................... 34
help desk ............................................................... 39
insurance agency .................................................. 39
message collection ................................................34
messaging option .................................................. 66
night station service ...............................................53
notify callers about queue position ........................ 45
QSIG CAS ............................................................. 52
resort reservation service ...................................... 47
warranty service .................................................... 42
fundamentals ................................................................ 15
vector processing ...............................................................159
vector processing skips step ..............................................234
vector subroutines ............................................................... 76
vector variables ....................................................................76
ani ...............................................................................313
asaiuui ........................................................................ 313
collect ......................................................................... 313
dow ............................................................................. 314
doy ..............................................................................314
job aid ................................................................. 313–315
stepcnt ........................................................................ 314
tod ...............................................................................314
value ........................................................................... 315
vdn ..............................................................................315
vdntime ....................................................................... 315
videos ................................................................................ 317
voice response script ......................................................... 210
VRI
capabilities ..................................................................210
VRU
execution of VRU script .............................................. 210
outpulsing data ........................................................... 212
script execution .............................................................27
tandemed to ASAI host ...............................................210
used as an external announcement ........................... 210
after call work ............................................................... 20
auto-in ...........................................................................20
auxiliary ........................................................................ 20
manual-in ......................................................................20
W
wait-time command
basic operation ........................................................... 290
considerations ............................................................ 293
example ...................................................................... 291
interactions
BCMS .................................................................. 295
CMS .................................................................... 295
look-ahead interflow ............................................ 295
music on hold ...................................................... 295
purpose .......................................................................289
syntax ......................................................................... 289
work mode
May 2016
Programming Call Vectoring Features in Call Center Elite
Comments on this document? [email protected]
325
Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertisement