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Attendant Vectoring 5 Call Center
Overview
555-233-001 — Issue 2 — November 2000
5-
6
Attendant Vectoring
This is a DEFINITY ONE feature for calls where the caller is seeking an attendant. It
provides a lower-priced solution for customers who want to vector attendant calls that
go to an attendant without purchasing the full vectoring software. This alternative
provides some powerful capabilities, such as announcement in queue, time-of-day
routing, and routing with coverage. Some of the vector steps include:
• Announcement
• Busy
• Disconnect after announcement
• Go to step/vector:
~ Time-of-day
~ Unconditionally
~ Queue-fail
• Queue-to:
~ Attendant group
~ Attendant
~ Hunt-group
• “Route-to number with coverage y/n”
• Wait-time hearing silence/ring back/music
• Stop
Call Center Basic
The Call Center Basic package, a DEFINITY ONE feature, enhances your Call
Center by providing the following features:
• Automatic Call Distribution (ACD)
• Auto Available Split
• Most Idle Access (MIA) Across Splits/Skills Option
• MIA Treatment for After Call Work (ACW)
• Multiple Call Handling on Request
• Forced Multiple Call Handling
• Move Agent/Change Skills while Staffed
• Multiple Announcement Boards
• Redirect on no Answer (RONA)
• Service Observing by Class of Restriction