Call Vector Programing.pdf - Programming Call Vectors in Avaya Aura\u2122 Call Center 6.0 June 2010 \u00a9 2010 Avaya Inc All Rights Reserved Notice While

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Unformatted text preview: Programming Call Vectors in Avaya Aura™ Call Center 6.0 June 2010 © 2010 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 Avaya shall not be responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. 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For additional support telephone numbers, see the Avaya Web site: support Programming Call Vectors in Avaya Aura™ Call Center 6.0 June 2010 Contents Chapter 1: Related documents...............................................................................................13 Other Call Center documents..........................................................................................................................13 Associated application documentation............................................................................................................14 Chapter 2: Call Vectoring overview.......................................................................................15 What is Call Vectoring?...................................................................................................................................15 Limitations of traditional ACD call processing.................................................................................................15 Benefits of Call Vectoring................................................................................................................................18 Chapter 3: Call Vectoring fundamentals...............................................................................21 About Call Vectoring fundamentals.................................................................................................................21 Call management............................................................................................................................................21 About call management..........................................................................................................................21 Call flow..................................................................................................................................................22 Caller control..........................................................................................................................................23 Call queuing to splits..............................................................................................................................23 Split queue priority levels........................................................................................................................23 Agent work mode....................................................................................................................................24 Calling party feedback............................................................................................................................25 Dialed number identification service (DNIS)...........................................................................................26 Vector processing............................................................................................................................................27 About vector processing.........................................................................................................................27 Vector Directory Number........................................................................................................................27 Vector Directory Number implementation notes.....................................................................................28 VDN variables.........................................................................................................................................28 VDN Time Zone Offset...........................................................................................................................28 VDN Override..................................................................................................................................................29 Overview of VDN Override.....................................................................................................................29 VDN parameters associated with the active VDN..................................................................................29 Application of VDN Override...................................................................................................................30 Detailed operation of VDN Override.......................................................................................................31 VDN Override for ASAI messages.........................................................................................................32 VDN in a coverage path.........................................................................................................................33 Redirect on No Answer to a VDN...........................................................................................................34 Service Observing VDNs........................................................................................................................34 Vector control flow..................................................................................................................................35 Termination versus stopping...................................................................................................................35 Programming capabilities................................................................................................................................36 About Call Vectoring commands............................................................................................................36 Commands used by the Call Vectoring features....................................................................................37 Condition testing within the Call Vectoring commands...........................................................................38 Chapter 4: Call Vectoring application examples..................................................................41 List of applications...........................................................................................................................................41 Customer service center.................................................................................................................................42 Automated attendant.......................................................................................................................................43 Data in/voice answer and data/message collection........................................................................................44 Distributed call centers....................................................................................................................................48 Help desk........................................................................................................................................................50 Programming Call Vectors in Avaya Aura™ Call Center 6.0 June 2010 3 Insurance agency/service agency...................................................................................................................51 Warranty service (with EAS)...........................................................................................................................54 Notifying callers of queue position..................................................................................................................57 Scenario description...............................................................................................................................57 Scenario solution....................................................................................................................................57 Resort reservation service (with EAS)............................................................................................................59 About the resort reservation service example........................................................................................59 Placing the reservation...........................................................................................................................59 Specific number dialing..........................................................................................................................59 General number dialing..........................................................................................................................60 Call-back provisions...............................................................................................................................61 Attendant routing.............................................................................................................................................62 Attendant routing example......................................................................................................................62 Vector administration..............................................................................................................................63 Local attendant group access code........................................................................................................63 Incoming trunk calls to attendant group..................................................................................................64 Incoming LDN calls.................................................................................................................................64 QSIG CAS example................................................................................................................................65 Night station service example.................................................................................................................66 Holiday Vectoring example.....................................................................................................................67 Network Call Redirection.................................................................................................................................69 About the NCR example.........................................................................................................................69 Primary Vector for Network Call Redirection example............................................................................70 Status poll vector for Network Call Redirection example........................................................................70 Interflow Vector for Network Call Redirection example..........................................................................70 BSR using EWT and agent adjustments.........................................................................................................71 About the BSR using EWT and agent adjustments example.................................................................71 Primary Vector for BSR using EWT and agent adjustments example....................................................72 Status poll vector for BSR using EWT and agent adjustments example................................................72 Interflow Vector for BSR using EWT and agent adjustments example...................................................73 Dial by Name..........................................................................................................................................73 Vectors exercises............................................................................................................................................76 Emergency and routine service..............................................................................................................76 Late Caller Treatment.............................................................................................................................79 Messaging option...................................................................................................................................81 Chapter 5: Basic Call Vectoring.............................................................................................83 Basic Call Vectoring........................................................................................................................................83 Basic Call Vectoring command set.........................................................................................................83 Types of Basic Call Vectoring commands..............................................................................................84 General considerations for Basic Call Vectoring....................................................................................85 Chapter 6: Variables in Vectors..............................................................................................87 About VIV........................................................................................................................................................87 Variable definition parameters.........................................................................................................................87 Implementing vector variables............................................................................................
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