Filter
Top Products
Call Center Solutions
555-230-024
3-6 Issue 5 January 1998
Vector Directory Numbers and Vectors
Calls access DEFINITY ECS vectors using vector directory numbers (Vector
Directory Numbers). A Vector Directory Number is a “soft” extension number that
is not assigned to a physical equipment location. A Vector Directory Number has
several properties that are administered by the system manager and that include
the extension number, Vector Directory Number name, class of restriction, dis-
play override, and the vector number associated with the Vector Directory Num-
ber.
Access to a Vector Directory Number may occur in many ways. Since a Vector
Directory Number is an extension, it can be accessed in almost any way that an
extension can be accessed.
Each Vector Directory Number maps to one vector. However, several Vector
Directory Numbers may map to the same vector.
When answering a call, the answering agent will see the information (such as the
name) associated with the Vector Directory Number on their display and can
respond to the call with knowledge of the dialed number. This operation provides
Dialed-Number Identification Service, allowing the agent to identify the purpose
of the incoming call.
Applications
There are many different applications for Call Vectoring. However, Call Vectoring
is used primarily to handle the call activity of Automatic Call Distribution hunt
groups. Call Vectoring can also manage a queue by keeping calls queued in up
to three hunt groups (with four different priority levels) while also providing a
series of other processing options. Other common applications include:
Special Treatment for Selected Callers
For example, calls from preferred credit card customers may receive priority
treatment, but they do not have to be handled by a separate hunt group. Agents
in the same hunt group can handle both preferred customers and all other cus-
tomers. Calls to different Vector Directory Numbers (and vectors) can queue to
different priority levels, with preferred customers having top priority. This means
that when all agents are busy in this hunt group, calls from preferred customers
would go to the top of the queue ahead of other callers already in the queue.
Night Treatment
During non-business hours, the call vector could route calls to a specified desti-
nation such as an announcement and then disconnect the call. During business
hours, the vector could queue calls to hunt groups for connections with agents.
All of this can be accomplished automatically without any intervention by the hunt
group supervisor.