Avaya Communication Manager Call Center Software Call Vectoring and Expert Agent Selection

898 Pages·2005·3.89 MB·English

Avaya Communication Manager
Release 3.0
Call Center Software
Call Vectoring and Expert Agent Selection
(EAS) Guide
07-300303
Issue 1.0
June 2005
© 2005 Avaya Inc. Your responsibility for your company’s telecommunications
All Rights Reserved. security
The final responsibility for securing both this system and its networked
Notice
equipment rests with you, an Avaya customer's system administrator,
While reasonable efforts were made to ensure that the information in this your telecommunications peers, and your managers. Base the fulfillment
document was complete and accurate at the time of printing, Avaya Inc. of your responsibility on acquired knowledge and resources from a
can assume no liability for any errors. Changes and corrections to the variety of sources, including, but not limited to:
information in this document may be incorporated in future releases.
(cid:127) Installation documents
Documentation disclaimer (cid:127) System administration documents
(cid:127) Security documents
Avaya Inc. is not responsible for any modifications, additions, or deletions
(cid:127) Hardware-/software-based security tools
to the original published version of this documentation unless such
(cid:127) Shared information between you and your peers
modifications, additions, or deletions were performed by Avaya.
(cid:127) Telecommunications security experts
Customer and/or End User agree to indemnify and hold harmless Avaya,
Avaya’s agents, servants and employees against all claims, lawsuits, To prevent intrusions to your telecommunications equipment, you and
demands and judgments arising out of, or in connection with, subsequent your peers should carefully program and configure:
modifications, additions or deletions to this documentation to the extent (cid:127) Your Avaya-provided telecommunications systems and their
made by the Customer or End User. interfaces
(cid:127) Your Avaya-provided software applications, as well as their
Link disclaimer underlying hardware/software platforms and interfaces
Avaya Inc. is not responsible for the contents or reliability of any linked (cid:127) Any other equipment networked to your Avaya products.
Web sites and does not necessarily endorse the products, services, or
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Warranty
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Avaya Inc. provides a limited warranty on this product. Refer to your
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addition, Avaya’s standard warranty language, as well as information Avaya Publications Center
regarding support for this product, while under warranty, is available Voice: [phone]
through the following Web site: 1-800-457-1764 (Toll-free, U.S. and Canada only)
http://www.avaya.com/support
Fax: [phone]
Preventing toll fraud 1-800-457-1764 (Toll-free, U.S. and Canada only)
"Toll fraud" is the unauthorized use of your telecommunications system
by an unauthorized party (for example, anyone who is not a corporate Write: Globalware Solutions
employee, agent, subcontractor, or person working on your company's 200 Ward Hill Avenue
behalf). Be aware that there may be a risk of toll fraud associated with Haverhill, MA 01835 USA
your system and that, if toll fraud occurs, it can result in substantial Attention: Avaya Account Manager
additional charges for your telecommunications services. Web: http://www.avaya.com/support
E-mail: [email protected]
Avaya fraud intervention
Order: Document No. 07-300303, Issue 1.0
If you suspect that you are being victimized by toll fraud and you need
June 2005
technical assistance or support, call Technical Service Center Toll Fraud
Intervention Hotline at [phone] for the United States and For the most current versions of documentation, go to the Avaya support
Canada. For additional support telephone numbers, see the Avaya Web Web site:
site: http://www.avaya.com/support
http://www.avaya.com/support
COMPAS
Providing telecommunications security This document is also available from the COMPAS database. The
Telecommunications security (of voice, data, and video communications) COMPAS ID for this document is 105902.
is the prevention of any type of intrusion to (that is, either unauthorized or
Avaya support
malicious access to or use of) your company's telecommunications
equipment by some party. Avaya provides a telephone number for you to use to report problems or
to ask questions about your contact center. The support telephone
Your company's "telecommunications equipment" includes both this
number is1-800-242-2121 in the United States. For additional support
Avaya product and any other voice/data/video equipment that could be
telephone numbers, see the Avaya Web site:
accessed via this Avaya product (that is, "networked equipment").
http://www.avaya.com/support
An "outside party" is anyone who is not a corporate employee, agent,
subcontractor, or person working on your company's behalf. Whereas, a
"malicious party" is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.
Such intrusions may be either to/through synchronous (time-multiplexed
and/or circuit-based) or asynchronous (character-, message-, or
packet-based) equipment or interfaces for reasons of:
(cid:127) Use (of capabilities special to the accessed equipment)
(cid:127) Theft (such as, of intellectual property, financial assets, or
toll-facility access)
(cid:127) Eavesdropping (privacy invasions to humans)
(cid:127) Mischief (troubling, but apparently innocuous, tampering)
(cid:127) Harm (such as harmful tampering, data loss or alteration,
regardless of motive or intent)
Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to your
company (including, but not limited to, human and data privacy,
intellectual property, material assets, financial resources, labor costs, and
legal costs).
Avaya Communication Manager
Call Center Software
Call Vectoring and EAS Guide
Contents
Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Intended users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Conventions and terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Reasons for reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Related documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Communication Manager administration documents . . . . . . . . . . . . . . . . . . . . . 25
Call center documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Documentation Web sites. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Call Vectoring overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
What is Call Vectoring?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Limitations of traditional ACD call processing. . . . . . . . . . . . . . . . . . . . . . . . . 30
Benefits of Call Vectoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Call Vectoring fundamentals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
About Call Vectoring fundamentals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Call management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
About call management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Call flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Caller control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Call queuing to splits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Split queue priority levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Agent work mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Calling party feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Dialed number identification service (DNIS) . . . . . . . . . . . . . . . . . . . . . . . . . 44
Vector processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
About vector processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Vector Directory Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
VDN variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
VDN Time Zone Offset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
VDN Override. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
VDN Override for ISDN trunk ASAI messages . . . . . . . . . . . . . . . . . . . . . . . . 51
VDN in a coverage path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Redirect on No Answer to a VDN. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Issue 1.0 June 2005 3
Contents
Service Observing VDNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Vector control flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Termination versus stopping. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Programming capabilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
About Call Vectoring commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Commands used by the Call Vectoring features . . . . . . . . . . . . . . . . . . . . . . 56
Call Vectoring applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
List of example applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Customer service center example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Automated attendant example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Data in/voice answer and data/message collection example. . . . . . . . . . . . . . . . . 65
Distributed contact centers example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Help desk example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Insurance agency/service agency example. . . . . . . . . . . . . . . . . . . . . . . . . . 74
Warranty service (with EAS) example . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Resort reservation service (with EAS) example . . . . . . . . . . . . . . . . . . . . . . . 81
About resort the reservation service example. . . . . . . . . . . . . . . . . . . . . . . . 81
Placing the reservation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Specific number dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
General number dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Call-back provisions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Attendant routing example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
About attendant routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Vector administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Local attendant group access code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Incoming trunk calls to attendant group . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Incoming LDN calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
QSIG CAS example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
CAS branch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
CAS main . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Night station service example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Holiday Vectoring example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Network Call Redirection example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
About the NCR example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Primary Vector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Status poll vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Interflow Vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
BSR using EWT and agent adjustments example . . . . . . . . . . . . . . . . . . . . . . 98
About the BSR using EWT and agent adjustments example . . . . . . . . . . . . . . . . 98
Primary Vector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Status poll vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Interflow Vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Dial by Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Vectors exercises . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Emergency and routine service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
4 Communication Manager Call Vectoring and EAS Guide
Contents
Late Caller Treatment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Messaging option. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Basic Call Vectoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Command set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Types of Basic Call Vectoring commands . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Treatment commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Routing commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Branching/Programming commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
General considerations for Basic Call Vectoring . . . . . . . . . . . . . . . . . . . . . . . . 115
Variables in Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
About VIV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Variable definition parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Implementing vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
VIV job aid . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Command syntax for vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
announcement commands with vector variables . . . . . . . . . . . . . . . . . . . . . . . 125
collect command with vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
converse-on command with vector variables. . . . . . . . . . . . . . . . . . . . . . . . . 127
disconnect command with vector variables. . . . . . . . . . . . . . . . . . . . . . . . . . 128
goto commands with vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
route-to command with vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
set command with vector variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
wait command with vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
VIV requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Understanding local and global variables . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Definition of local and global variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
About local variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
About global variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
System-assigned vector variable types . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
System-assigned definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
ani type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
asaiuui type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
dow type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
doy type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
stepcnt type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
tod type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
vdn type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
vdntime type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
User-assigned vector variable types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
User-assigned definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
collect type variable. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
value type variable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
VIV interactions and considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
VIV administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
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Contents
Example Variables for Vectors form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Required variable administration entries . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Optional FAC administration for value variables . . . . . . . . . . . . . . . . . . . . . . 154
VIV vector examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Example application using time and day variables . . . . . . . . . . . . . . . . . . . . . 155
Example application using a value variable . . . . . . . . . . . . . . . . . . . . . . . . . 158
Example applications using vdn type variables . . . . . . . . . . . . . . . . . . . . . . . 160
Example application using a variable in other commands. . . . . . . . . . . . . . . . . . 161
Example application using a variable in the converse-on command . . . . . . . . . . . . 162
Troubleshooting vector variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Description of VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Reason to use. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
VDN variable fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167
Where to use VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
announcement commands with VDN variables . . . . . . . . . . . . . . . . . . . . . . . 168
converse-on command with VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . 169
disconnect command with VDN variables. . . . . . . . . . . . . . . . . . . . . . . . . . 169
goto commands with VDN variables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
route-to command with VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
set command with VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
wait command with VDN variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Case studies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Using one vector for different announcements . . . . . . . . . . . . . . . . . . . . . . . 174
Combining values in VDN variables to expand capacity . . . . . . . . . . . . . . . . . . 175
Vector subroutines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Overview of vector subroutines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Reason to use. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
The goto vector command and subroutines . . . . . . . . . . . . . . . . . . . . . . . . . 183
The @step parameter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Example 1: Test for working hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Incoming call processing vector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Checking working hours subroutine vector . . . . . . . . . . . . . . . . . . . . . . . . . 186
Advanced Vector Routing - EWT and ASA . . . . . . . . . . . . . . . . . . . . . . . 187
About Advanced Vector Routing features. . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Advanced Vector Routing command set . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
When to use wait time predictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Expected Wait Time (EWT). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
How EWT is calculated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
EWT for a split . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
EWT for a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Passing EWT to a VRU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Notifying callers of wait time without a VRU . . . . . . . . . . . . . . . . . . . . . . . . 196
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Using EWT to route to the best split . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Factors that affect EWT values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Troubleshooting EWT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Rolling Average Speed of Answer (ASA). . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Rolling ASA versus interval ASA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
When to use rolling ASA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Rolling ASA split calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Rolling ASA VDN Calculation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Combining VDN and ASA routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
VDN Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
How VDN Call counts are calculated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Using the counted-calls conditional . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
ANI /II-digits routing and Caller Information Forwarding (CINFO) . . . . . . . . . . . 205
Command sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
ANI routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
ANI basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
ANI routing example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Using ANI with vector routing tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
II-digits routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
II-digits basics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
II-digits codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
II-digits routing example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Caller Information Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
CINFO basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217
CINFO vector example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
CINFO interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Information Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Data handled by Information Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Information Forwarding benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Network requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
Information Forwarding support for BSR and LAI . . . . . . . . . . . . . . . . . . . . . . . 227
Forwarding collected digits with interflowed call . . . . . . . . . . . . . . . . . . . . . . . 227
Forwarding accumulated in-VDN time . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Transport by way of globally-supported methods . . . . . . . . . . . . . . . . . . . . . . 228
LAI backward compatibility issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
ASAI shared UUI IE data conversion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Determining user information needs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
User information rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Bytes length ranges for UUI user data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Example. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Information Forwarding troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
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Adjunct (ASAI) Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
About Adjunct Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Considerations for implementing adjunct routing . . . . . . . . . . . . . . . . . . . . . . . 237
Receiving and implementing an ASAI call route . . . . . . . . . . . . . . . . . . . . . . . 239
Data sent with an ASAI call route request . . . . . . . . . . . . . . . . . . . . . . . . . . 241
Special vector processing considerations associated with adjunct routing . . . . . . . . . . 243
Effects of ASAI link/application failure on vector processing . . . . . . . . . . . . . . . . 243
Simultaneous processing of vector steps and ASAI call route requests. . . . . . . . . . . 246
Adjunct routing-initiated path replacement . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Phantom calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Single-step conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Multiple outstanding route requests. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Multiple call route request example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Creating and editing call vectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Methods for entering a vector online . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Call Vector form - basic screen administration . . . . . . . . . . . . . . . . . . . . . . . . 257
Inserting a vector step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
Deleting a vector step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Creating and constructing a vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
About creating and constructing a vector . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Step 1: Queuing a call to the main split . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Step 2: Providing feedback and delay announcement . . . . . . . . . . . . . . . . . . . 263
Step 3: Repeating delay announcement and feedback . . . . . . . . . . . . . . . . . . . 265
Step 4: Queuing a call to a backup split. . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Step 5: Limiting the queue capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Step 6: Checking for nonbusiness hours . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Call Prompting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
About Call Prompting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Command set. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Touch-tone collection requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Call Prompting digit entry - collect digits command. . . . . . . . . . . . . . . . . . . . . . 275
About the collect digits command . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Removing incorrect digit strings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Entering variable-length digit strings . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Entering dial-ahead digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Functions and examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Treating digits as a destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Using digits to collect branching information . . . . . . . . . . . . . . . . . . . . . . . . 279
Using digits to select options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Displaying digits on an agent set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Passing digits to an adjunct . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
Creating Service Observing vectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Dial-ahead digits - collect digits command . . . . . . . . . . . . . . . . . . . . . . . . . . 287
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About dial-ahead digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Dial-ahead digit vector examples. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
ASAI-requested digit collection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
ASAI-provided dial-ahead digits - collect digits command . . . . . . . . . . . . . . . . . . . 292
Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Look-Ahead Interflow (LAI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
About LAI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296
LAI prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Example of a two-switch configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Command set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
How traditional LAI works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
LAI commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Example of traditional LAI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Receiving switch operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
How enhanced LAI works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
About enhanced LAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
The simple way to achieve FIFO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Detailed information about the interflow-qpos conditional . . . . . . . . . . . . . . . . . . 307
When does a call not interflow?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308
How the minimum EWT is set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309
Example of single-queue multi-site operation. . . . . . . . . . . . . . . . . . . . . . . . . 310
Example of maintaining FIFO processing with LAI . . . . . . . . . . . . . . . . . . . . . . 311
Single-queue FIFO considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
Example of LAI in a tandem switch configuration. . . . . . . . . . . . . . . . . . . . . . . 312
Sending switch operation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Tandem switch operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
Far-end switch operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
LAI-initiated path replacement for calls in vector processing. . . . . . . . . . . . . . . . . . 314
About path replacement for calls in vector processing . . . . . . . . . . . . . . . . . . . . 314
Example vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
DNIS and VDN override in an LAI environment . . . . . . . . . . . . . . . . . . . . . . . . 316
About DNIS and VDN override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
DNIS information displayed to answering agent . . . . . . . . . . . . . . . . . . . . . . . 316
Originator’s display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
LAI with network ADR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
Multi-site applications for Enhanced LAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
LAI considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Troubleshooting for LAI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323
Best Service Routing (BSR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
About BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
Benefits of BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Server and network requirements for BSR. . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Network requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
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Special BSR terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Single-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
About single-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Command set - single site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
How BSR determines the best resource . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Example of basic single-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341
User adjustments in single-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Example of single-site BSR with adjustments. . . . . . . . . . . . . . . . . . . . . . . . 344
Planning and administering single-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . 349
Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Troubleshooting for single-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Multi-site BSR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Multi-site BSR command set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Multi-site BSR applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Example of multi-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
BSR available agent strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
More on status poll and interflow vectors . . . . . . . . . . . . . . . . . . . . . . . . . . 362
User adjustments in multi-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Example of multi-site BSR with limited trunking. . . . . . . . . . . . . . . . . . . . . . . 364
Example of multi-site BSR with slow networks . . . . . . . . . . . . . . . . . . . . . . . 370
Example for handling excessive wait times . . . . . . . . . . . . . . . . . . . . . . . . . 373
Planning and administering multi-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . 374
About planning and administering multi-site BSR. . . . . . . . . . . . . . . . . . . . . . 374
Selecting or administering application plans . . . . . . . . . . . . . . . . . . . . . . . . 375
Administering the BSR Application Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Local treatment for remotely queued IP and ISDN calls . . . . . . . . . . . . . . . . . . . 378
About BSR local treatment for calls queued remotely. . . . . . . . . . . . . . . . . . . . 378
Overview of local treatment operations . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Local treatment system requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Local treatment administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380
Example vectors for the local treatment feature. . . . . . . . . . . . . . . . . . . . . . . 381
Special BSR local treatment considerations. . . . . . . . . . . . . . . . . . . . . . . . . 386
Troubleshooting for multi-site BSR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388
Tips for writing BSR vectors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389
BSR-initiated path replacement for calls in vector processing . . . . . . . . . . . . . . . . 390
Example vector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Holiday Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393
Command set. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Branching/programming commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394
Holiday Vectoring overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
Administering Holiday Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Enabling Holiday Vectoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Setting up a Holiday Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
Changing vector processing for holidays . . . . . . . . . . . . . . . . . . . . . . . . . . 399
10 Communication Manager Call Vectoring and EAS Guide