Programming Call Vectors in Avaya Aura

Call Center
6.0
June 2010

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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
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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........................................................................................................................88
VIV job aid.......................................................................................................................................................90
Command syntax for vector variables.............................................................................................................92
announcement commands with vector variables....................................................................................92
Requirements and considerations for using variables in vector commands...........................................93
collect command with vector variables...................................................................................................93
Requirements and considerations for collect command with vector variables.......................................94
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converse-on command with vector variables.........................................................................................94
Requirements and considerations for converse-on command with vector variables..............................96
disconnect command with vector variables............................................................................................96
goto commands with vector variables....................................................................................................96
Requirements and considerations for goto commands with vector variables.........................................98
route-to number command with vector variables....................................................................................99
Requirements and considerations for route-to command with vector variables...................................100
set command with vector variables......................................................................................................100
wait command with vector variables.....................................................................................................101
VIV requirements..................................................................................................................................102
Understanding local and global variables.....................................................................................................102
Definition of local, global, and local persistent variables......................................................................102
About local variables............................................................................................................................103
About local persistent variables............................................................................................................103
About global variables..........................................................................................................................103
System-assigned vector variable types................................................................................................104
User-assigned vector variable types.....................................................................................................112
VIV interactions and considerations.....................................................................................................118
VIV administration.................................................................................................................................119
VIV vector examples.............................................................................................................................122
Troubleshooting vector variables..........................................................................................................132
Chapter 7: VDN variables......................................................................................................135
Description of VDN variables........................................................................................................................135
Reason to use VDN variables..............................................................................................................135
VDN variable fields........................................................................................................................................136
Where to use VDN variables.........................................................................................................................136
announcement commands with VDN variables....................................................................................137
converse-on command with VDN variables..........................................................................................138
disconnect command with VDN variables............................................................................................140
goto commands with VDN variables.....................................................................................................140
route-to command with VDN variables.................................................................................................142
set command with VDN variables.........................................................................................................143
wait command with VDN variables.......................................................................................................144
Case studies.................................................................................................................................................145
Using one vector for different announcements.....................................................................................145
Combining values in VDN variables to expand capacity...............................................................................146
Business case......................................................................................................................................146
Current configuration............................................................................................................................146
Assigning parameters...........................................................................................................................147
Grouping parameters............................................................................................................................147
Assigning digit strings...........................................................................................................................148
Separating the parameters and assigning them to vector variables.....................................................148
Defining the vector variables................................................................................................................149
Separating each VDN variable.............................................................................................................149
Summary..............................................................................................................................................150
Chapter 8: Vector subroutines.............................................................................................151
Overview of vector subroutines.....................................................................................................................151
Reason to use vector subroutines........................................................................................................151
The goto vector command and subroutines..................................................................................................152
The @step parameter...................................................................................................................................152
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Example 1: Test for working hours................................................................................................................153
Incoming call processing vector example.............................................................................................153
Checking working hours subroutine vector...........................................................................................153
Chapter 9: ANI /II-digits routing and Caller Information Forwarding (CINFO).................155
ANI /II-digits routing and Caller Information Forwarding (CINFO).................................................................155
CINFO command sets..........................................................................................................................155
ANI routing............................................................................................................................................156
II-digits routing......................................................................................................................................159
Caller Information Forwarding..............................................................................................................165
Chapter 10: Multi-national Calling Party Number (CPN) prefixes.....................................171
About multi-national Calling Party Number (CPN) prefixes...........................................................................171
Screens and fields used to administer multi-national CPN prefix.................................................................171
CPN Prefix routing example..........................................................................................................................172
Before enabling the CPN prefix option..........................................................................................................173
Chapter 11: Creating and editing call vectors....................................................................175
Methods for entering a vector online.............................................................................................................175
Call Vector screen - basic administration......................................................................................................175
Displaying vector variable information..........................................................................................................178
Viewing vector variable information......................................................................................................178
Variable display fields...........................................................................................................................179
Variable display examples....................................................................................................................180
Inserting a vector step..........................................................................................................................182
Deleting a vector step...........................................................................................................................182
Entering a comment out indication to an existing vector step..............................................................183
Removing a comment out indication....................................................................................................183
Creating and constructing a vector...............................................................................................................184
About creating and constructing a vector.............................................................................................184
Step 1: Queuing a call to the main split................................................................................................184
Step 2: Providing feedback and delay announcement.........................................................................185
Step 3: Repeating delay announcement and feedback........................................................................187
Step 4: Queuing a call to a backup split...............................................................................................188
Step 5: Limiting the queue capacity......................................................................................................189
Step 6: Checking for non business hours.............................................................................................190
Duplicating Vectors...............................................................................................................................191
Chapter 12: Vector management and monitoring..............................................................195
Implementation requirements for the Call Vectoring features.......................................................................195
Basic Call Vectoring Requirements......................................................................................................195
Call Prompting Requirements...............................................................................................................196
G3V4 Enhanced Vectoring Requirements............................................................................................196
Advanced Vector routing requirements................................................................................................196
Vectoring (Best Service Routing) requirements....................................................................................196
CINFO requirements............................................................................................................................197
Look-Ahead Interflow requirements......................................................................................................198
Adjunct Routing requirements..............................................................................................................198
Holiday Vectoring requirements............................................................................................................199
Network Call Redirection requirements................................................................................................199
Variables in Vectors requirements........................................................................................................199
VDN variables requirements.................................................................................................................199
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3.0 Enhanced Vectoring requirements.................................................................................................200
Enabling the Vector Disconnect Timer..................................................................................................200
Upgrading to a Call Vectoring environment..........................................................................................200
Changing and testing a vector..............................................................................................................201
Identifying links to a vector...................................................................................................................202
Finding all occurrences of a digit string................................................................................................202
Chapter 13: Call Vectoring commands................................................................................205
About Communication Manager contact center packages............................................................................205
Communication Manager options required to enable vector commands......................................................205
Vector command description.........................................................................................................................209
# command...................................................................................................................................................210
adjunct routing link command.......................................................................................................................212
The adjunct routing link process...........................................................................................................213
adjunct routing link command feature interactions...............................................................................216
adjunct routing link command interactions with Avaya IQ....................................................................217
adjunct routing link command interactions with CMS...........................................................................217
adjunct routing link command interactions with BCMS.........................................................................219
announcement command for Call Vectoring.................................................................................................219
Basic operation for the announcement command................................................................................220
General considerations for announcements.........................................................................................220
Delay announcements..........................................................................................................................221
Forced announcements........................................................................................................................222
Information announcements.................................................................................................................222
Announcement recording tips for high traffic volume applications.......................................................222
Recording announcements...................................................................................................................223
Considerations for DTMF Transfer and Connect applications..............................................................224
Answer supervision considerations...............................................................................................................225
annoucement command feature interactions.......................................................................................225
announcement command interactions with Avaya IQ..........................................................................225
announcement command interactions with CMS/BCMS......................................................................225
busy command for Call Vectoring.................................................................................................................226
Answer supervision considerations for the busy command..................................................................227
busy command feature interactions......................................................................................................227
busy command interactions with Avaya IQ...........................................................................................227
busy command interactions with CMS.................................................................................................227
busy command interactions with BCMS...............................................................................................227
check command............................................................................................................................................228
Check split command...........................................................................................................................230
Check skill for available agents with level preference..........................................................................231
Answer supervision considerations for the check command................................................................232
check command feature interactions....................................................................................................232
check command interactions with Avaya IQ.........................................................................................233
check command interactions with CMS................................................................................................233
check command interactions with BCMS.............................................................................................234
collect digits command..................................................................................................................................234
Answer supervision considerations with the collect digits command...................................................238
collection digits command feature interactions.....................................................................................239
collection digits command interactions with Avaya IQ..........................................................................239
collection digits command interactions with CMS/BCMS.....................................................................239
consider command........................................................................................................................................239
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User adjustments..................................................................................................................................241
Events that clear best data...................................................................................................................242
Recommendations for the consider command.....................................................................................243
Answer supervision considerations for the consider command............................................................243
consider command feature interactions................................................................................................243
consider command interactions with Avaya IQ.....................................................................................243
consider command interactions with CMS/BCMS................................................................................244
converse-on command..................................................................................................................................244
Data 1 and Data 2 values administered within the converse-on command..........................................246
converse-on split command..................................................................................................................248
Answer supervision considerations for the converse-on split command..............................................251
converse-on split command feature interactions..................................................................................251
converse-on split command interactions with Avaya IQ.......................................................................256
converse-on split command interactions with CMS..............................................................................256
converse-on split command interactions with BCMS...........................................................................256
disconnect command for Call Vectoring........................................................................................................256
Answer supervision considerations for disconnect command..............................................................258
disconnect command feature interactions............................................................................................258
disconnect command interactions with Avaya IQ.................................................................................258
disconnect command interactions with CMS........................................................................................258
disconnect command interactions with BCMS.....................................................................................259
goto step and goto vector commands...........................................................................................................259
goto step and goto vector commands operation..................................................................................265
Time adjustments using goto conditionals............................................................................................268
Comparing none, # and numeric digits.........................................................................................................268
How comparisons worked before vector variables...............................................................................268
How comparisons work now.................................................................................................................269
Comparisons still not allowed...............................................................................................................269
Media gateway, port network, and server vector conditionals.......................................................................270
Description of conditionals....................................................................................................................270
Reason to use the media gateway, port network, and server vector conditionals................................270
Syntax of gateway conditionals............................................................................................................270
Syntax of server conditionals................................................................................................................272
goto step and goto vector command feature interactions.....................................................................274
goto step and goto vector command interactions with Avaya IQ..........................................................274
goto step and goto vector command interactions with CMS/BCMS.....................................................274
messaging command....................................................................................................................................275
Using a messaging step in a vector......................................................................................................277
Leaving a recorded message...............................................................................................................277
Answer supervision considerations for the messaging command........................................................278
messaging command feature interactions............................................................................................278
messaging command interactions with Avaya IQ.................................................................................279
messaging command interactions with CMS........................................................................................279
messaging command interactions with BCMS.....................................................................................280
queue-to command.......................................................................................................................................280
queue-to split command.......................................................................................................................283
Answer supervision considerations for the queue-to command...........................................................285
queue-to command feature interactions...............................................................................................285
queue-to command interactions with Avaya IQ....................................................................................286
queue-to command interactions with CMS...........................................................................................286
queue-to command interactions with BCMS........................................................................................287
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reply-best......................................................................................................................................................287
Answer supervision considerations for the reply-best command.........................................................288
reply-best command interactions with Avaya IQ..................................................................................288
reply-best command interactions with CMS/BCMS..............................................................................289
return command............................................................................................................................................289
When return destination information is not stored................................................................................290
Memory full conditions..........................................................................................................................290
route-to command.........................................................................................................................................290
Conditional route-to statements............................................................................................................293
Destinations for the route-to command................................................................................................293
Command completion and failures.......................................................................................................293
About the number field.........................................................................................................................294
Abbreviated Dialing special characters................................................................................................295
Using the route-to command for NCR..................................................................................................295
Coverage parameter.............................................................................................................................297
Route-to number command..................................................................................................................297
Answer supervision considerations for the route-to command.............................................................300
route-to command feature interactions.................................................................................................300
route-to command interactions with Avaya IQ......................................................................................302
route-to command interactions with CMS.............................................................................................302
route-to command interactions with BCMS..........................................................................................304
set command.................................................................................................................................................305
stop command...............................................................................................................................................306
Answer supervision considerations for the stop command..................................................................307
stop command feature interactions......................................................................................................307
stop command interactions with Avaya IQ...........................................................................................307
stop command interactions with CMS..................................................................................................308
stop command interactions with BCMS................................................................................................308
wait-time command considerations...............................................................................................................308
Multiple audio/music sources...............................................................................................................308
Answer supervision considerations for the wait-time command...........................................................310
wait-time command feature interactions...............................................................................................310
wait-time command interactions with Avaya IQ....................................................................................310
wait-time command interactions with CMS/BCMS...............................................................................310
Variable, digits buffer, and asaiuui.................................................................................................................311
Variable.................................................................................................................................................311
digits.....................................................................................................................................................311
Assign to asaiuui variable type.............................................................................................................312
Operand1..............................................................................................................................................315
Operand2..............................................................................................................................................316
Operators..............................................................................................................................................316
Set command considerations........................................................................................................................317
Dial-ahead digits and the digits buffer..................................................................................................317
DIGITS message..................................................................................................................................318
Allowed assignments............................................................................................................................318
Assigning a new value to a collect variable..........................................................................................318
Determining the number of digits..........................................................................................................318
Clearing the digits buffer.......................................................................................................................318
wait-time command..............................................................................................................................319
Operation......................................................................................................................................................319
wait-time command basic operation.....................................................................................................319
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Call delay with audible feedback..........................................................................................................320
Multiple audio or music sources on delay.............................................................................................321
Call delay with continuous audible feedback........................................................................................321
Multiple music sources on hold............................................................................................................322
Chapter 14: Considerations for the vectoring features.....................................................325
Considerations for the vectoring features.....................................................................................................325
Displaying VDN names for vector-initiated DACs.........................................................................................325
Display VDN for Route-to DAC feature operation................................................................................326
Display VDN for Route-to DAC prerequisites.......................................................................................327
Administering the Display VDN for Route-To DAC feature...................................................................328
Methods for creating vectors that use the Display VDN for Route-to DAC feature..............................329
Interactions with other Communication Manager features............................................................................330
Call transfer to VDNs....................................................................................................................................331
VDN Return Destination................................................................................................................................332
About VDN Return Destination.............................................................................................................332
User scenario remote access with host provided security...............................................................333
User scenario saving in trunk facilities between call centers...........................................................335
Chapter 15: Troubleshooting vectors..................................................................................337
Criteria for success/failure of call vectoring commands................................................................................337
Unexpected feature operations.....................................................................................................................341
Unexpected command operations................................................................................................................342
Converse command debugging....................................................................................................................349
Tracking unexpected events.........................................................................................................................351
Displaying events criteria......................................................................................................................351
Displaying an events report..................................................................................................................352
Vector events................................................................................................................................................353
Clearing events.............................................................................................................................................369
Global variables can change during processing...........................................................................................369
Example........................................................................................................................................................370
Chapter 16: Operation details for the route-to command..................................................371
..................................................................................................................................................................... 0
Chapter 17: Advanced set command rules and applications...........................................377
Arithmetic operations....................................................................................................................................377
About arithmetic operations..................................................................................................................377
Rules and considerations for arithmetic operations..............................................................................378
Invalid results for arithmetic operations................................................................................................379
The length parameter in arithmetic operations.....................................................................................379
String operations...........................................................................................................................................380
About string operations.........................................................................................................................380
Rules and considerations for CATR and CATL operations...................................................................380
Rules and considerations for SEL operations......................................................................................381
Invalid results for string operations.......................................................................................................382
Start and length parameters in string operations..................................................................................382
MOD10 operations........................................................................................................................................383
About the MOD10 operation.................................................................................................................383
Information about the MOD10 algorithm..............................................................................................384
Rules and considerations for MOD10 operations.................................................................................384
MOD10 results......................................................................................................................................385
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Invalid results for MOD10 operations...................................................................................................385
Start and length parameters in MOD10 operations..............................................................................385
Chapter 18: Set command examples...................................................................................387
Calculation examples....................................................................................................................................387
Arithmetic operation examples.............................................................................................................387
String operation examples....................................................................................................................390
Application examples.................................................................................................................................... 393
Validating numbers example................................................................................................................ 393
A 19-digit credit card validation............................................................................................................ 395
Using bilingual announcement example...............................................................................................396
Collecting an account number examples..............................................................................................397
Percentage routing examples...............................................................................................................398
Assigning ASAI UUI values...........................................................................................................................405
Pass In-VDN Time to an Adjunct example........................................................................................... 405
Display Combined Wait Time and Account Number to Agent example................................................406
Chapter 19: Improving performance....................................................................................407
About improved performance........................................................................................................................407
Looping examples.........................................................................................................................................408
Audible feedback examples..................................................................................................................408
Look-Ahead interflow examples........................................................................................................... 409
Check examples...................................................................................................................................410
Other examples.............................................................................................................................................412
After business hours example..............................................................................................................412
Look-Ahead interflow example.............................................................................................................413
Chapter 20: Call Vectoring Job aids....................................................................................415
Vector commands job aid..............................................................................................................................415
Vector variables job aid.................................................................................................................................425
Chapter 21: Glossary............................................................................................................ 427
Index.......................................................................................................................................443
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12 Programming Call Vectors in Avaya Aura

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Chapter 1: Related documents
Other Call Center documents
These additional documents are issued for Avaya Call Center applications:
Avaya Aura

Call Center Overview: Provides a high-level overview of the features

available in Call Center. This document also explains the new features added in the
current release.
Planning an Avaya Aura

Call Center Implementation: Provides information on setting

up a call center and converting a call center to Expert Agent Selection (EAS).
Avaya Aura

Call Center Feature Reference: Provides detailed information on the various

ACD and Call Vectoring features, including the relevant command and screens for each
of the features.
Following are the Call Vectoring related topics in this document:
- Adjunct Routing
- Advanced Vector Routing EWT and ASA
- Attendant Vectoring
- Best Service Routing
- Call flow and specifications for converse-on command
- Holiday Vectoring
- Information Forwarding
- Look-ahead Interflow
- Meet-Me Conference
- Percentage Allocation Routing
- Service Hours Routing
Administering Avaya Aura

Call Center Features: Provides information on how to

administer Call Center using the various screens and how to work with Time of Day Clock
Synchronization, Recorded Announcements, and VRUs/IVRs as Station Ports.
Communication Manager Call Center Software - Basic Call Management System (BCMS)
Operations: Provides information on the use of the BCMS feature for ACD reporting.
Avaya Business Advocate User Guide: Provides a general understanding of how Avaya
Business Advocate can be used for call and agent selection.
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 13

Avaya IQ Documentation DVD: Provides information about Avayas software-only
reporting solution for its contact center portfolio.
Avaya Aura

Communication Manager System Capacities Table: Provides information

about offer-defined capacities for various Avaya Aura

server platforms.
Associated application documentation
The most recent application documentation for Communication Manager and Avaya Call
Management System is available on the Avaya Support web site: http://www.avaya.com/
support.
Related documents
14 Programming Call Vectors in Avaya Aura

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Chapter 2: Call Vectoring overview
What is Call Vectoring?
Call Vectoring is the process of defining vector programs that determine how a specific call
should be routed and what call treatment that call is to be given.
Note:
Sample vectors are provided throughout this manual to illustrate vectoring features and
capabilities. Because they are simplified to clearly demonstrate specific features, they are
not complete and should not be used without modification at your facility.
Call Vectoring provides a highly flexible approach for managing incoming call traffic to the
switch. Using vectors, which are a series of user-defined commands, you can direct or route
internal and network calls as desired in your call center and determine how these calls are
processed. The processing of calls is known as call treatment. Calls can be directed to on-
network or off-network destinations, to ACD agents, or to various other treatments. Call
Vectoring also can be used with CallVisor Adjunct Switch Application Interface (ASAI).
Limitations of traditional ACD call processing
The traditional ACD approach is limited in the way it handles queued calls (that is, all calls
within a specific queue receive identical announcements, intraflow parameters, and so forth).
The following figure shows a simplified illustration of traditional ACD call processing.
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 15

1. Dialed Number Identification Service
2. Direct Inward Dialing
Call Vectoring, on the other hand, permits each call to be treated uniquely according to a
number of factors, including the number the caller dials, the number the caller calls from, the
number of calls in queue, and the time of day or day of the week. This even applies to all calls
that are ultimately handled by the same agent group.
Call Vectoring is comprised of three basic components:
Vector Directory Numbers
Vectors
Vector commands
Working together, these components direct incoming calls and ASAI event reports and
requests to the desired answering destinations. They also specify how each call is processed.
Call Vectoring may be set up as shown in the following figure.
Call Vectoring overview
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1. Voice Response Unit
2. Dialed Number Identification Service
3. Vector Directory Number
When a call arrives at a switch for which Call Vectoring is enabled, the call is first directed to
a Vector Directory Number (VDN). A VDN is an internal telephone number that, in turn, directs
the call to a specific vector. The VDN represents the call type or category, for example: billing,
customer service, and so on. Thus, it defines the service that is desired by the caller. Multiple
VDNs can point to the same or to different vectors, depending on whether the relevant calls
are to receive the same or different treatment.
The vector is a set of commands that define the processing of a call. For example, a call can
be queued and then routed to another destination.
The following screen shows an example of a vector.
1. goto step 3 if calls-queued in split 9 pri l < 20
2. busy
3. queue-to split 9 pri l
4. wait-time 12 seconds hearing ringback
5. announcement 2921
6. wait-time 998 seconds hearing music
A vector can contain up to 99 command steps. Multiple vectors can be linked together to extend
processing capabilities or to process calls to the same or different answering destinations. Any
number of calls can use the same multiple vectors and process steps independently.
Understanding your goals and planning your system before you begin writing vectors is crucial.
A planning guide is provided in Setting up a call center in the Planning an Avaya Aura

Call
Center Implementation document.
Limitations of traditional ACD call processing
Programming Call Vectors in Avaya Aura

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Benefits of Call Vectoring
Call Vectoring enables calls to be processed at a faster rate within an intelligent, real-time
system, thereby providing appreciable cost saving to the user. The following table summarizes
the benefits of Call Vectoring.
Call Vectoring Benefits Examples
Call Treatment
Implement special treatment
based on the time of day, the
day of the week, and for
holidays (for example, routing
calls to a different vector when
one location is on holiday).
Customer service center on page 42
Conditional branching on page 187
Example application - distributed call centers on page
48
Automatically change
treatment according to either
how long the call has been
waiting or in response to
changing traffic or staffing
conditions.
Automated attendant on page 43
Example application - mutual fund company on page
45
Example application - distributed call centers on page
48
Example application - help desk on page 50
About interflow routing on page 297
Using Call Prompting to route by collected digits
(SeeAvaya Aura

Call Center Feature Reference. )

Using Call Prompting to branch by collected digits
(SeeAvaya Aura

Call Center Feature Reference.)

Provide appropriate caller
feedback during waiting. For
example, music or
announcements during heavy
calling periods.
Delay announcement on page 221
Forced announcement example on page 222
Information announcement example on page 222
Call delay with audible feedback on page 320
Multiple music sources on hold on page 322
Call delay with continuous audible feedback on page
321
Provide multiple or recurring
informational 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 42
Leaving recorded messages (VDN as The coverage point
option) on page 285
About interflow routing on page 297
Provide 24 hour or day, 7 day
or week automated
information announcements.
Information announcement example on page 222
Call delay with audible feedback on page 320
Remove selected calls (by
providing busy or disconnect).
busy command for Call Vectoring on page 226
Call disconnect example on page 257
Call Vectoring overview
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Call Vectoring Benefits Examples
Leaving recorded message on page 277
Unconditional branching example on page 266
Set up and test, in advance,
special call treatments for
events such as sales,
advertising campaigns,
holidays, snow days, and so
on.
Information announcement example on page 222
Setting up a Holiday Table
Changing vector processing for holidays (both examples)
Provide the caller with a menu
of choices.
Example application - mutual fund company on page
45
Example application - help desk on page 50
Using Call Prompting to route by collected digits
(SeeAvaya Aura

Call Center Feature Reference. )

Passing digits to an adjunct (See Avaya Aura

Call Center
Feature Reference)
Dial-ahead digit vector examples (SeeAvaya Aura

Call
Center Feature Reference. )
Queue calls to up to three splits
simultaneously, consequently
improving the average speed
of answer and agent
productivity.
Customer service center on page 42
Example application - distributed call centers on page
48
Multiple split queuing on page 283
Implement routing to local or
distant destinations.
Customer service center on page 42
Example application - mutual fund company on page
45
Example application - distributed call centers on page
48
Example application - help desk on page 50
About interflow routing on page 297
Using Call Prompting to route by collected digits (See the
Avaya Aura

Call Center Feature Reference document)

Using Call Prompting to branch by collected digits (See the
Avaya Aura

Call Center Feature Reference document)

Connect callers to a voice-
mail or messaging system
either automatically or per
caller request.
Example application - mutual fund company on page
45
Leaving recorded messages (VDN as The coverage point
option) on page 285
Leaving recorded message on page 277
Call Routing
Reduce call transfers by
accurately routing callers to
the desired destination.
Example application - mutual fund company on page
45
Using Call Prompting to route by collected digits
(SeeAvaya Aura

Call Center Feature Reference. )

Using Call Prompting to branch by collected digits
(SeeAvaya Aura

Call Center Feature Reference. )

Benefits of Call Vectoring
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Call Vectoring Benefits Examples
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 42
Example application - mutual fund company on page
45
Example application - distributed call centers on page
48
Reduce agent or attendant
staffing requirements by: (1)
automating some tasks; (2)
reducing caller hold time; (3)
having agents in one split
service multiple call types.
Example application - mutual fund company on page
45
Information announcement example on page 222
Call delay with audible feedback on page 320
Using Call Prompting to route by collected digits
(SeeAvaya Aura

Call Center Feature Reference. )

Dial-ahead digit vector examples (SeeAvaya Aura

Call
Center Feature Reference. )
Information Collection
Provide customized or
personalized call treatment
using information collection
and messaging.
Automated attendant on page 43
Example application - mutual fund company on page
45
Example application - help desk on page 50
Using Call Prompting to route by collected digits
(SeeAvaya Aura

Call Center Feature Reference. )

Treating digits as a destination (SeeAvaya Aura

Call
Center Feature Reference. )
Dial-ahead digit vector examples (SeeAvaya Aura

Call
Center Feature Reference. )
Collect information for use by
an adjunct or by agent display.
Example application - help desk on page 50
Passing digits to an adjunct (See Avaya Aura

Call Center
Feature Reference)
Collect caller-entered or
customer database-provided
CINFO digits from the network.
CINFO vector example on page 167
Call Vectoring overview
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Chapter 3: Call Vectoring fundamentals
About Call Vectoring fundamentals
The manner in which a call is processed depends how the switch is implemented and how the
Call Vectoring software is implemented on the switch. The success of the call processing relies
on:
The resources that are available to process a call (for example: agents, splits, software,
hardware). This is called call management.
How the call is processed using vector processing, including VDN usage, vector control
flow, and intelligent use of the vector programming capabilities.
Call management
About call management
When a call is placed to a switch enabled with Call Vectoring, the call is directed to an
appropriate vector by means of a Vector Directory Number (VDN). A VDN is a soft extension
number that is not assigned to an equipment location. A VDN maps to a single vector, but
one or more VDNs can map to the same vector.
Once the call goes to a vector, call routing and treatment are determined by the commands in
the vector. Processing starts at the first step and proceeds through the vector. Empty steps
are passed over, and the vector process stops after the last step is reached.
However, one vector can direct the call to another vector or VDN, which in turn can direct the
call to yet another vector, and so forth, up to a maximum of 10,000 vector steps per call. When a
call enters vector processing, a loop counter keeps track of the number of vector steps
executed. If the loop counter exceeds 10,000, a stop command is executed.
The following sections discuss how calls are routed and queued by way of Call Vectoring.
Subsequent sections discuss agent states, priority levels, caller feedback, and caller control.
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Call flow
Calls enter a vector and execute steps sequentially beginning with step 1, unless there is a
goto step. Most steps take microseconds to execute. The exception is steps with
announcement, wait-time, and collect digits commands. A 0.2-second wait occurs
after every fifteen executed steps unless an explicit wait has occurred. Note that wait-time with
0 seconds is not an explicit wait.
Call Vectoring uses several call flow methods to redirect and queue calls. These methods
involve the use of the Call Vectoring commands, which are described later in this section. The
methods for queuing and redirecting calls follow:
Multiple split queuing
Allows a call to queue to up to three splits.
Intraflow
Allows calls that are unanswered at a split within a predefined time to be redirected to one or
more other splits on the same switch. If redirection depends on a condition to be tested, the
process is referred to as conditional intraflow.
Interflow
Allows calls that are directed to a vector to be redirected 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 [Uniform Dialing Plan (UDP)], an external number, or a VDN.
Look-Ahead Interflow (LAI)
Can be implemented for call centers with multiple ACD locations that are connected by way of
ISDN PRI. This method allows a call to interflow only if a remote location is better equipped to
handle the call. LAI can occur only when the proper conditions at the receiving switch are met.
Best Service Routing (BSR)
Allows the switch to compare specified splits or skills, identify the split or skill that will provide
the best service to a call, and deliver the call to that resource. If no agents are currently available
in that split or skill, the call is queued. BSR is available in single-site and multi-site versions.
Single-site BSR compares splits or skills on the switch where it resides to find the best resource
to service a call. Multi-site BSR extends this capability across a network of switches, comparing
local splits or skills, remote splits or skills, or both, and routing calls to the resource that will
provide the best service.
Adjunct Routing
Allows the switch to request a routing destination from an adjunct processor by way of Adjunct
Switch Application Interface (ASAI). When this feature is enabled, the switch sends the ASAI
adjunct a message that contains information about the calling party. The adjunct uses this
information to determine, from its databases, the best place for the switch to send the call. The
adjunct then passes this routing information back to the switch.
Call Vectoring fundamentals
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Caller control
Call Vectoring allows for the temporary transfer of call management control to the caller by
several methods:
Caller-Selected Routing
This method prompts the caller to input information in the form of dialed digits from a touchtone
telephone or from an internal rotary telephone that is located on the same switch. The capability
is available if Call Prompting is enabled. A recorded announcement is usually used for
prompting purposes. Once the caller inputs the digits, the call is routed to the correct
department or destination. This procedure can significantly reduce the number of transferred
calls and thus better satisfy the callers needs.
In addition, if Call Prompting and Call Vectoring (CINFO) are enabled, the vector can collect
caller-entered digits that are passed from the network by way of an ISDN message. These
digits can be used to enhance caller control in the same way as digits that are collected directly
by the switch.
Messaging
The caller can leave a voice message in the event that the call cannot be or has not yet been
answered. When messaging is enabled, control is eventually passed to the messaging system
split.
Call queuing to splits
Basic Call Vectoring can queue calls to up to three splits simultaneously at any one of four
priority levels. This process is called multiple split queuing. The first split to which a call is
queued is called the main split, and the second and third split are designated as backup splits.
Multiple split queuing enables more efficient utilization of agents, and thus provides better
service to callers.
When an agent becomes available in any split to which the call is queued, the following events
occur:
The call is connected to the agent.
The call is removed from any other queues. Announcements, music, ringback, or other
audio source are terminated.
Vector processing is terminated.
For more information about multiple split queuing, see Multiple split queuing on page 283.
Split queue priority levels
If Call Vectoring is not enabled, queued calls are tracked at one of two priority levels: Medium or
High. If a call is queued using Call Vectoring, the call can be assigned one of four priority levels:
Call management
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Top, High, Medium, or Low. Within each priority level, calls are processed sequentially as they
arrive.
Note:
A direct agent call is always given the highest priority, and is usually delivered before a call
that is directed to a split. The exception is when skill-level Call Handling Preference is
optioned and the skill that is administered to receive direct agent calls is not administered
as the agents highest skill level. A direct agent call is an ACD call that is directed to a specific
ACD agent rather than to any available ACD agent in the split. For more information, see
Direct Agent Calling.
Note:
If a call is already queued to one or more splits that are currently intended to serve as backup
splits, the call could be requeued at the new priority level that is indicated in the command
step. For more information on requeuing, see Call Vectoring commands.
Agent work mode
Call Vectoring can make call management decisions according to real-time agent work modes:
Staffed-agents considers agents logged in to an ACD split.
Available-agents considers agents logged in and ready to receive an ACD call.
These work mode states can appear as conditions within the check split and goto Call
Vectoring commands, so that the commands can be made to check the number of staffed or
available agents.
If a hunt group is not monitored, agents in the hunt group do not have log-in, log-out, or work
modes. In such cases, staffed-agents is synonymous with administered, and available-
agents is the number of agents who are ready to receive a hunt group call.
For ACD calls, agent states are further defined by the relevant work mode. The following list
describes these modes:
After Call Work (ACW) Mode
The agent is unavailable to receive any ACD calls for any split. This mode can be used when the
agent is doing ACD call-related work and can be implemented on a timed basis. This is known
as Timed ACW. The system automatically places the agent into ACW after the agent completes
a call that was received while in the manual-in work mode. In addition, the system can be
administered through the Vector Directory Number or Hunt Group screens to automatically
place agents into ACW for an administered period of time following the completion of each
ACD call that is received while in the auto-in work mode.
Call Vectoring fundamentals
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Auto-In Work Mode
The agent is available to receive calls and allows the agent to receive a new ACD call
immediately after disconnecting from the previous call. When Multiple Call Handling is enabled,
an agent in Auto-In Work Mode can elect to receive ACD calls by placing the active call on hold.
Auxiliary-Work Mode
The agent is unavailable to receive any ACD calls for the specified split. This mode can be
used when an agent is performing activities that are not associated with the ACD, such as
going on a break.
Manual-In Work Mode
The agent is available to receive calls. After the agent disconnects from an ACD call, they are
automatically puts into the After Call Work Mode.
Note:
When Multiple Call Handling is enabled, an agent in Manual-In Work Mode can receive
additional ACD calls by placing an active call on hold. For more information about agent
work modes and Multiple Call Handling, see Avaya Aura

Call Center Feature Reference.

Calling party feedback
The initial feedback a caller hears as the call is being processed by a vector depends on the
origin classification of the call, which can be one of the following:
Internal call from another switch user.
Non Central Office (CO) incoming call over a DID or tie trunk over which incoming digits
are received.
CO incoming call over a CO or automatic type tie trunk over which no digits are received.
For an internal or a non CO call, the caller hears silence until one of the following vector steps is
reached:
For wait commands with system music, ringback, or an alternate music or audio source,
the caller hears system music, ringing, or the music or audio associated with an
administered port.
For any announcement command, the caller hears the specified announcement.
command is processed.
For a busy command, the caller hears a busy signal.
When the call rings a station, the caller hears ringback.
Call management
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For a CO call, the caller hears CO ringback until one of the following vector steps is reached:
Announcement (Caller hears the announcement.)
Wait with system music or alternate audio or music source (Caller hears system music,
or the music or audio associated with an administered port.)
Call answered (Caller hears the agent or voice response answering the call.).
For a CO call that has answer supervision already supplied by way of the processing of an
announcement or the issuing of a wait-time command, the caller may 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.
Examples of how subsequent caller feedback is provided in a vector are provided in Basic Call
Vectoring.
Dialed number identification service (DNIS)
In the traditional ACD arrangement, each agent in a given split is trained to answer calls that
are relevant to one specific purpose. However, a call center may wish to use agents trained to
address multiple types of calls. This arrangement can allow resources to be used in a more
efficient manner, with fewer agents overall and less administrative intervention by the ACD
manager. For example, where 5 agents might be needed in each of three smaller splits (15
agents total) to handle 3 types of calls, only 11 or 12 agents might be needed in the combined
split.
A network service known as Dialed Number Identification Service (DNIS) is available to exploit
multi-skill agent capabilities. DNIS enables a unique multidigit number based on the dialed
number associated with the call. The unique number may be sent to an agent, sent to a host
computer with ASAI applications, used to provide different treatments for the call, and so forth.
The DNIS number is a function of the telephone number dialed by the caller. Each DNIS
number in your telephone system can be programmed to route to an ACD split that is comprised
of agents who are proficient in handling several types of calls.
Call Vectoring takes the DNIS number from the network and interprets this number as a VDN.
When the call is delivered to the agent terminal, the unique name that is assigned to the
particular VDN is displayed on the agents terminal. This allows the agent to know the specific
purpose of the call. As a result, the agent can answer with the appropriate greeting and be
immediately prepared to service the customer.
Call Vectoring fundamentals
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Vector processing
About vector processing
If Call Vectoring is in effect, telephone calls are processed by one or more programmed
sequences of commands called vectors.
Vector processing includes the following topics:
Vector Directory Number (VDN)
Vector control flow
Programming capabilities.
Vector Directory Number
Within Call Vectoring, calls access the appropriate vectors using a Vector Directory Number
(VDN). A VDN is a soft extension number that does not have an equipment location. In effect,
the digits dialed by a caller or sent to the switch from an external network are translated within
the system as a VDN.
The VDN points to the vector, and it defines the service desired by the caller. The VDN also
serves as the application number. It allows for specific call-handling and agent-handling
statistical reporting within both the Basic Call Management System (BCMS) and the Avaya
Call Management System (CMS) for each application that is handled by the call center.
VDNs are assigned to different vectors for different services or applications that require specific
treatments. 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.
Vector processing
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Vector Directory Number implementation notes
The following list describes special situations due to the type of Communication Manager
implementation that cause differences in the available fields on the VDN screen.
Data for the Orig Annc column appears only when VDN of Origin Announcement is
enabled 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 one or more
VDNs).
VDNs can be preassigned to incoming trunk groups, or they can be sent in digit form to the
switch by a public or private network. The digits that are sent to the switch can come from the
serving Central Office (CO) or toll office by way of the Direct Inward Dialing (DID) feature or
DNIS. The digits can also come from another location by way of dial-repeating tie trunks, or
they can be dialed by an internal caller. 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 10-digit number is
sent to the system.
The last few digits of the destination passed to the switch or ACD on a DID or DNIS or on a
dial tie-trunk call comprise the VDN. Automatic trunks do not pass destination address digits.
Instead, each such trunk always routes to a specific incoming destination that is programmed
for the corresponding automatic trunk group. The destination can be an attendant queue, an
extension, a hunt group number, or a VDN.
The VDN has several properties. These properties are administered on the Vector Directory
Number screen.
For information about the VDN screen, see Administering Avaya Aura

Call Center Features.

VDN variables
VDN variables provide more opportunities for VDNs to use a smaller set of vectors. For more
information about VDN variables, see the chapter VDN variables.
VDN Time Zone Offset
This feature is designed for call centers with locations in different time zones. You can program
a single vector with TOD conditional steps that handle each time zone based on the active
VDN for the call.
For more information about this feature, see Avaya Aura

Call Center Feature Reference.

Call Vectoring fundamentals
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VDN Override
Overview of VDN Override
VDN Override changes the active VDN for the call. The active VDN defines the VDN used for
parameters associated with the call, such as VDN name, skills, tenant number, BSR
application, VDN variables, and so on. The first VDN reached by the call becomes the active
VDN. VDN Override allows a routed-to VDN (by a route-to number or route-to digits vector
command) to become the active VDN.
Note:
Throughout this document the active VDN is the active called VDN as modified by VDN
Override rules. The latest VDN is the most recent VDN to which the call was routed.
For more information about the Allow VDN Override? field on the VDN screen, see the
Administering Avaya Aura

Call Center Features document.

Besides defining what VDN to use to obtain VDN screen field settings, the active VDN can be
specified in some vector commands as a keyword. When a vector step with the keyword active
is executed, the extension for the call's active VDN as defined by the VDN override rule is
substituted for the keyword when processing the vector command. The keyword active can be
used as:
The VDN extension for the goto command counted-calls conditional
The goto command rolling-asa for VDN conditional
The messaging command mailbox extension
Defined as the vdn vector variable type assignment
The keyword latest, the last VDN routed-to, can also be assigned in these same vector
commands or variable, but the latest VDN is not changed by VDN Override settings.
VDN parameters associated with the active VDN
VDN Override allows information about a subsequent VDN to which a call is routed to be used
instead of the information about the previously-active VDN. The replacement VDN then
VDN Override
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becomes the active VDN for the call. The information that is associated with the active VDN
and with the call as it progresses through the vector steps includes:
VDN Name
Tenant Number (TN)
VDN of Origin Announcement Extension
VDN skills (1st, 2nd, 3rd)
Return Destination
VDN Timed ACW Interval
BSR Application
BSR Available Strategy
BSR Tie Strategy
Display VDN for Route-to DAC
Trunk ASAI Messenger - see VDN Override for ASAI messages on page 32
BSR Local Treatment
VDN Variables
VDN Time Zone Offset
Application of VDN Override
VDN Override can be used in conjunction with a vector that prompts the caller for a particular
service. For example, a call is placed to an automobile dealer. Like most such dealers, this
one consists of several departments, including Sales and Parts. Assume that the caller wants to
talk to someone in Sales. In this case, the call comes into the Main vector (whose VDN name is
Main) and is eventually routed to the Sales vector (whose VDN name is Sales). If VDN Override
is assigned to the Main VDN, the Sales VDN name appears on the agents telephone display
when the call is finally connected to the agent.
Note:
When the Variables in Vectors feature is enabled, VDN override settings may change the
VDN extension number value that is assigned to a vdn type vector variable. It is based on
the active VDN for the call. For more information, see vdn type variable on page 110.
Call Vectoring fundamentals
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Detailed operation of VDN Override
The following table shows how the active VDN extension is replaced when a call is routed
through a series of VDNs by route-to number or route-to digits vector steps.
The active VDN extension is determined by the setting of the Allow VDN Override? field for
one of the previous VDNs to which the call was routed using a route-to command according
to the following rules:
If the previous VDN has the Allow VDN Override? field set to y, then the active VDN
extension is overridden with the extension of the current VDN.
If the previous VDN has the Allow VDN Override? field set to n, then the current active
VDN extension remains the same.
The following example describes the VDN Override control of the active VDN extension for all
calls routed to multiple VDNs by vector processing. VDN 1 is always the initial active VDN for
the call.
Settings assigned for the Allow VDN Override field on the VDN screen
VDN 1 y n n n y y y n
VDN 2 y y n n n n y y
VDN 3 y y y n y n n n
Active VDN after the call is routed to the next VDN in the sequence
After call is
routed to
VDN2
VDN2 VDN1 VDN1 VDN1 VDN2 VDN2 VDN2 VDN1
After call is
routed to
VDN3
VDN3 VDN3 VDN1 VDN1 VDN2 VDN2 VDN3 VDN3
Note:
With Expert Agent Selection (EAS) enabled for the system, if the Allow VDN Override? field
is set to y for the original VDN, the VDN Skills (defined on page 1 of the Vector Directory
Number screen) of the new VDN are used for vector commands where the skill group can
be administered as 1st, 2nd, or 3rd. If the Allow VDN Override? field is set to n on the original
VDN, the VDN Skills of the original VDN are used for such vector commands.
For Best Service Routing (BSR), if the Allow VDN Override? field is set to y for the original
VDN, the settings for the BSR Application and Available Agent Strategy fields (defined on page
2 of the Vector Directory Number screen) of the new VDN are used for BSR-related vector
processing. If the Allow VDN Override? field is set to n for the original VDN, the settings for
VDN Override
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the BSR Application and Available Agent Strategy field settings of the original VDN are used
for BSR-related vector processing.
VDN Override for ASAI messages
This feature is used when a CTI application has set up an ASAI VDN or station event-
notification association and the application requires the Called Number ASAI message
information to be the active VDN extension associated with the incoming trunk or incoming
trunk and internal call rather than the Called Number digits contained in the ISDN SETUP
message for the incoming call.
This capability is useful for a CTI application that is monitoring a call where the active VDN
extension is changed by the following vector scenario:
1. An incoming call is routed to a VDN whose vector prompts the caller to enter one
or more digits.
2. The call is then routed to a subsequent VDN by a route-to number or route-to digits
vector step.
Related topics:
ASAI messages on page 32
VDN Override feature interactions on page 33
ASAI messages
The ASAI messages whose Called Number information is affected by this feature are:
Call Offered
Alerting
Queued
Connect
Adjunct Route-Request
Important:
The VDN Override for ASAI Messages feature is activated for an incoming call when the
call is routed to a VDN that has the VDN Override for ASAI Messages field on page 2 of
the VDN screen set to y. When this feature is activated for a call, it remains in effect for the
call regardless of the VDN Override for ASAI Messages field setting for any subsequent
VDNs to which the call is routed.
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Called Number information for the ASAI messages described above is affected by the VDN
Override for ASAI Messages setting as follows:
If set to n, the "Called Number" information sent for the "Call Offered," "Alerting,"
"Queued," and "Connect" ASAI event notification messages and the adjunct-request
message is always the called VDN extension in the Called Number IE sent in the incoming
ISDN SETUP message or the local calls called number and does not change after routing
to the called VDN and subsequent routed to VDNs.
If set to ISDN Trunk, when an incoming ISDN trunk call is routed to this VDN, the "Called
Number" information sent in the ASAI event and "Adjunct Route Request" ASAI
messages is the "active VDN" extension that becomes associated with the call based on
the VDN Override rules. This option does not apply to local/internal calls.
If set to all, the active VDN is used for the called number for all types of calls to the VDN
including local/internal calls as well as external incoming ISDN trunk calls.
VDN Override feature interactions
Feature interactions for the VDN Override for ASAI Messages feature are as follows:
If an incoming call has the VDN Override for ASAI Messages feature activated, this feature
is not preserved when the call is answered by an ACD agent or station user and the call is
subsequently transferred to, or conferenced with, another agent or station by the
Communications Manager station call-transfer or station call-conference features.
If an incoming Central Office (CO) call is routed to a VDN that has VDN Override for ASAI
Messages activated, it has no effect on the Called Number information for the ASAI
messages described above (where the Called Number is the active VDN extension
associated with the call).
VDN in a coverage path
A VDN can be assigned as the last point in a coverage path. Whenever a VDN is assigned as
such, a call goes to coverage and can then be processed by Call Vectoring or Call Prompting if
either is enabled. Accordingly, the Call Coverage treatment for the call is extended. Coverage
can be sent to an external location or the type of coverage can be controlled by the caller.
VDN in a coverage path is used for a number of applications, including:
Sending direct agent calls or personal calls to an agent in the 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 AUDIX at night.
VDN Override
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For more information, see Option with the VDN as the coverage point on page 284. For
information about interactions, see Avaya Aura

Communication Manager Feature Description

and Implementation.
Redirect on No Answer to a VDN
The Redirection on No Answer (RONA) feature redirects a ringing ACD call after an
administered number of rings. It prevents a call from ringing indefinitely at a terminal when an
agent does not answer. When a call is redirected, the system puts the agent into AUX work so
that the agent is no longer available to receive ACD calls. In the case of Auto-Available Splits,
the system logs the agent out when a call is redirected.
A VDN can be administered as the destination of a RONA processed call. A call that is not
answered can be redirected to a VDN to receive special treatment. Enter the number of the
destination VDN for a RONA call in the Redirect to VDN field on the Hunt Group screen. All
calls that are redirected by RONA from that split are sent to the same administered VDN.
If no destination VDN is administered, but the number of rings for redirection is entered, the
call redirects back to the split or skill.
Direct agent calls that are not answered follow the agents coverage path. If no coverage path is
administered, calls are redirected to the VDN that is administered as the agents first primary
skill.
You can also set up a generic VDN to process the calls redirected due to RONA, ROIF, and
ROOF. For more information on generic VDNs, see Generic VDNs for redirected calls handling
in the Avaya Aura

Call Center Feature Reference document.

For more information on Redirect on no answer, see the Redirection on No Answer in the Avaya
Aura

Call Center Feature Reference document.

Service Observing VDNs
The Service Observing feature provides the option of being able to observe VDNs. With this
option an observer selects a specific VDN and bridges onto calls (one call at a time) that have
just started vector processing for that VDN. The observer hears all tones, announcements,
music, and speech that the caller and the agent hear and say, including Call Prompting and
caller dialing. Also, the observer hears VDN of Origin Announcements. Once the system makes
an observing connection to a call in vector processing, it maintains the connection throughout
the life of the call until the call is disconnected or until the observer hangs up. This is true even if
the call is routed or transferred externally.
For more information about Service Observing VDNs, see the Service Observing section in
Avaya Aura

Call Center Feature Reference.

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Vector control flow
The vector process starts at the first step in the vector and then proceeds sequentially through
the vector unless a goto command is encountered. Any steps that are left blank are skipped,
and the process automatically stops after the last step in the vector.
The Call Vectoring programming language provides three types of control flow that pass vector-
processing control from one vector step to another.The types of control flow are described in
the following list:
Sequential flow passes vector-processing control from the current vector step to the
following step. Most vector commands allow for a sequential flow through the vector.
Note:
Any vector command that fails automatically passes control to the following step.
Unconditional branching unconditionally passes control from the current vector step to
either a preceding or succeeding vector step or to another vector. For example, goto
step 6 if unconditionally.
Conditional branching conditionally passes control from the current vector step to either
a preceding or succeeding vector step or to a different 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.
Note:
Call Vectoring has an execution limit of 10,000 steps. Once a call enters vector processing, a
loop counter keeps track of the number of vector steps executed. If the loop counter exceeds
10,000, a stop command is executed.
Note:
An implicit wait of 0.2 seconds is provided after every fifteen vector steps if vector processing
is not suspended during any one of these steps.
Termination versus stopping
When vector processing is terminated, the call leaves the vector. Vector termination can result
from a number of events, such as when a call is:
Ringing at an agents station
Abandoned by the calling party
VDN Override
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Subject to a forced disconnect or a forced busy
Successfully routed to an extension or to an off-premises number
The termination of vector processing termination differs from stopping, which is caused by the
stop command or by the execution of the final step in the vector. 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 ringback.
If vector processing stops and the call is not queued, the call is dropped.
Programming capabilities
About Call Vectoring commands
Call Vectoring commands perform various call-related functions, which include:
Providing call treatments
Audible feedback, including silence, ringback, system music, or an alternate audio or music
source, or a busy tone can be provided to the caller. The caller can be provided with a recorded
announcement to indicate that an agent is unavailable to answer the call or to provide other
information or instructions. An Audix session can also be initiated.
Vector processing can be delayed for a specific number of seconds before the next vector step
is executed. The call can also be disconnected, if necessary.
Routing calls
Calls that are not immediately answered by an agent can be queued to one or more splits. A
caller can also leave a recorded message if he or she chooses to do so. Finally, a call can be
routed to a number programmed in the vector or to digits that are collected from the caller.
Branching or programming
Branches can be made from one vector step to another such step or to another vector. This
can be done unconditionally as well as conditionally. Conditional branching is done according
to a number of conditions, for example, number of available agents in a split, number of calls
in a split queue, the number of the phone the call is made from, and so forth. Finally, vector
processing can be stopped when necessary.
Collecting and acting on information
Optionally, touchtone digits can be collected and serve as the basis for further vector
processing. For example, the caller can enter certain touchtone digits to reach a specific agent.
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Executing VRU scripts
Voice scripts on a VRU can be executed for the caller. Voice scripts provide the caller with
information or instructions. The caller can often make an appropriate response to a voice script,
for example, by entering touchtone digits.
Commands used by the Call Vectoring features
This section lists and describes the commands used by the Call Vectoring features. The list is
meant to help familiarize the reader with these commands. The commands are also described
in further detail in Call Vectoring commands.
Adjunct Routing is available only when the CallVisor ASAI capabilities and Basic Call
Vectoring are enabled on the switch. The command causes a message to be sent to an
ASAI adjunct requesting routing instructions.
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 either connects to an agent in the split or skill or puts the
call into its queue at the specified queuing priority level if the condition specified as part
of the command is met. A call can be queued to up to three different splits or skills
simultaneously.
Collect Digits collects up to 16 digits that are either entered by the caller during vector
processing, sent by the network, or received from an adjunct. An optional announcement
can be played first when the digits are being collected directly from the caller.
Consider Location obtains the Expected Wait Time (EWT) and agent data needed to
identify the best remote location in multi-site Best Service Routing applications. One
consider step must be written for each location that you want to check.
Consider Split/Skill obtains the EWT and agent data needed to identify the best local split
or skill in single-site Best Service Routing vectors. One consider step must be written
for each split or skill that you want to check.
Converse-on Split integrates Voice Response Units (VRUs) with the switch. Specifically,
the command allows voice response scripts to be executed while the call remains in
queue, and it allows the passing of data between the switch and the VRU.
Disconnect ends treatment of a call and removes the call from the switch. The command
also allows the optional assignment of an announcement that will play immediately before
the disconnect.
Goto step is a branching step that allows conditional or unconditional movement to a
preceding or succeeding step in the vector. Conditional branching is determined by a
number of factors. For example: the number of calls that are queued in the split, the
Programming capabilities
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number of staffed agents who are in the split, if the call arrives at a time of day that is in
a holiday table, and so on.
Goto Vector is a branching step that allows conditional or unconditional movement to
another vector. Conditional branching is determined by a number of factors. For example:
the number of calls that are queued in the split, the number of staffed agents who are in
the split, if the call arrives at a time of day that is in a holiday table, and so on.
Messaging Split allows the caller to leave a message for a specified extension or the VDN
extension.
Queue-to unconditionally queues a call to a split or skill and assigns a queuing priority
level to the call in case no agents are available. A call that is sent with this command
either connects to an agent in the split or skill or enters its queue.
Queue-to attd-group queues a call to a specified attendant group and is available only for
attendant vectors. A call that is sent with this command either connects to an available
agent within the group or enters the queue if no agent is available.
Queue-to attendant queues a call to a specific attendant and is available only for attendant
vectors. The call only queues to the agent if the agent is a member of the TN associated
with the call.
Queue-to-hunt group queues a call to up to three hunt groups. A call that is sent with this
command connects to an agent in the hunt group or enters the hunt group queue.
Reply-best returns data to another switch in response to a status poll. Reply-best is
only used in status poll vectors in multi-site Best Service Routing applications.
Route-to Digits routes the call to the destination that is specified by a set of digits that are
collected from the caller or VRU by the previous collect digits step. For more
information, see the chapter Operation details for the route-to command.
Route-to Number routes the call to the destination specified by the administered digit
string. For more information, see the chapter Operation details for the route-to command.
Stop terminates the processing of any subsequent vector steps.
Wait-Time is used to specify whether the caller hears 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 commands syntax.
Condition testing within the Call Vectoring commands
As was mentioned in the previous section, a number of the Call Vectoring commands are
implemented according to a tested condition that comprises part of the command. In other
words. If the condition that is expressed in the command is true, then the command action is
executed. If the condition that is expressed in the command is false, then the command action
is not implemented, and the next vector step is processed.
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For more information about the syntax of each condition, see Call Vectoring commands.
The following list provides a set of conditions that might comprise the conditional portion of a
Call Vectoring command:
Note:
The available set of conditions is dependent upon the optional features that are enabled.
For more information, see Feature availability in the Planning an Avaya Aura

Call Center
Implementation document.
The number of staffed agents in a split
The number of available agents in a split
The number of calls queued at a given priority to a split
The amount of time that the oldest call has been waiting in a split
Whether or not a call receives special holiday processing
The Average Speed of Answer for a split or a VDN
The Expected Wait Time for a split or for a call that has entered vector processing
A reduction in Expected Wait Time 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 (ANI)
The type of originating line (II-digits)
The digits entered by the caller, sent in a message from the network (CINFO), or received
from an ASAI or VRU adjunct
The time-of-day and day of the week that 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.
Depending on the condition, specific comparison operators and a threshold might be in effect.
Examples of comparison operators are < (less than), > (greater than), = (equal to), <= (less
than or equal to), >= (greater than or equal to), <> (not equal to), and in or not-in. A threshold is a
range of accepted numerical entries.
The sections on the Call Vectoring features illustrate condition checking in more detail.
Programming capabilities
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Call Vectoring fundamentals
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Chapter 4: Call Vectoring application
examples
List of applications
Application examples and the primary feature that is illustrated are listed in the following table.
Example Features used
Customer service center on page 42 Basic Call Vectoring
Automated attendant on page 43 Call Prompting
Data in/voice answer and data/message collection on
page 44
Call Prompting, Basic Call
Vectoring
Distributed call centers on page 48 Look-Ahead Interflow, Basic
Call Vectoring
Help desk on page 50 Adjunct Routing, Call
Prompting, Basic Call
Vectoring
Insurance agency/service agency on page 51 Basic Call Vectoring, Call
Prompting, Rolling ASA,
EWT, VDN Calls, and ANI
Routing
Warranty service (with EAS) on page 54 Basic Call Vectoring, EAS
Resort reservation service (with EAS) Basic Call Vectoring, Adjunct
Routing, Call Prompting,
EAS
Local attendant group access code on page 63 Attendant Vectoring
Incoming trunk calls to attendant group on page 64 Attendant Vectoring
Incoming LDN calls on page 64 Attendant Vectoring
QSIG CAS example on page 65 Attendant Vectoring
Night station service example on page 66 Attendant Vectoring
Holiday Vectoring example on page 67 Holiday Vectoring
Network Call Redirection BSR multi-site, NCR
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Example Features used
BSR using EWT and agent adjustments BSR multi-site
Dial by Name on page 73 Basic Call Vectoring, Call
Prompting
Customer service center
The example scenario involves a customer service center that is open weekdays from 8 a.m.
until 5 p.m. The center provides two separate telephone numbers. One number is for regular
customers, while the other number is for priority customers. The following vector examples
show how calls to the customer service center are handled.
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 VDNVector 29:
1. announcement extension 3529
2. wait-time 10 seconds hearing silence
3. disconnect after announcement 3529
When a priority customer places a call to the correct number, vector 22 is accessed. The first
two steps of this vector 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
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8:00 a.m. Monday. If vector 29 is accessed, the caller is given the appropriate announcement
twice (skills 1 and 3) and is then disconnected (step 3).
If the call is placed during business hours, step 3 of vector 22 determines if the number of
high-priority calls that are queued in the main split exceeds 10. If more than 10 calls are in the
queue, control is sent to step 12, which routes the call to the attendant. If less than 10 calls
are in the due, the call is queued to the main split (step 4). If the call is not answered
immediately, an appropriate announcement is provided (step 5), followed by a wait period (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.
A call that is placed by a non priority customer is processed by vector 21. 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
Priority calls route to an operator when too many calls are queued, but non priority calls
route to a busy signal.
Automated attendant
This example scenario shows the use of Automated Attendant, which is one of the applications
that can be supported by the Call Prompting feature. Automated Attendant allows the caller to
enter the extension of the party that the caller wants to reach. Depending on the parameters
established, the user can enter up to 16 digits from a touchtone telephone.
Automated Attendant is usually used by call centers that do not have DID trunks and whose
callers know the extension of the people they are calling. Because it reduces the need for live
attendants, Automated Attendant reduces call center costs.
The following example shows an example of a vector that implements Automated Attendant.
Example application - automated attendant
1. wait-time 0 seconds hearing ringback
2. collect 5 digits after announcement 30001
[
You have reached Ridel Publications in Greenbrook.

Please dial a 5-digit extension or wait for the attendant.
]
3. route-to digits with coverage y
Automated attendant
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4. route-to number 0 with cov n if unconditionally
5. stop
Step 1 of this 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 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 he or she wants to reach (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 because
the digits entered do not comprise a valid extension, then the route-to number command
in step 4 routes the call to the attendant. However, as long as the destination is a valid
extension, the route-to digits command succeeds, coverage applies, and vector
processing terminates. Note that even if the destination is busy, vector processing terminates
because coverage call processing takes effect.
Data in/voice answer and data/message collection
This example 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 also uses Call Prompting
to determine the desired service. Three services are offered:
New accounts enables the customer to open a new account.
Account inquiries enables the customer to make inquiries concerning his or her account.
Net asset values enables the customer to hear information concerning the net asset
values of the companys funds.
If the caller selects account inquiries, he or she is prompted to input his or her account number
before being answered by an agent. The agent can use the CALLR-INFO button to display this
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.
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This example uses three other applications that can be supported by the Call Prompting
feature:
Data In/Voice Answer (DIVA) allows a caller to receive information on a topic that he
selects at the prompt. The caller selects the desired topic by entering the appropriate
digits.
Data Collection provides a method of collecting digits from a caller. The requested digits
comprise an official number of some sort. For example, a Social Security Number, and
they help the system process the call more efficiently.
Message Collection allows the caller to leave a recorded message instead of waiting for
the call to be answered.
The four vectors shown below illustrate how the mutual fund company handles telephone calls.
Typically, the vector should be 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
[
Were sorry. All of our operators are busy at

the moment. If youd like to leave your name and

telephone number so that we can get back to you,

dial 1.
Data in/voice answer and data/message collection
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]
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 [
Were sorry, we cannot take

your message at this time. You may continue to hold, or

you can call back later.
]
12. goto step 4 if unconditionally
DIVA and data/message collection vector examples
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
[
Were sorry. All of our operators are busy at

the moment. If youd like to leave your name and

telephone number so that we can get back to you,

dial 1.
]
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 [
Were sorry, we cannot take

your message at this time. You may continue to hold, or

you can 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:

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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
upon the service desired. If the caller enters a digit other than 1, 2, or 3 mentioned, or if the
caller fails to enter any digits within 10 seconds, then the command fails and the call is routed to
the attendant (step 6). If the caller enters 1, 2, or 3 within 10 seconds, then the call is routed
to the vector specified in the appropriate route-to numbercommand, which appears in
steps 3, 4, and 5.
For instance, assume that, when prompted, the caller enters 3 because he or she wants to
learn about the net asset values of the companys funds. In such a case, the route-to number
commands 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 for 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 net asset values and then disconnects the call.
The process just described, whereby the caller receives information as a result of making a
request at the prompt, is an example of the Data In/Voice Answer (DIVA) application.
Returning to the main vector, suppose that another caller wants to make an inquiry into his or
her account, and the caller enters 2 when prompted. In such a case, 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 his or
her 6-digit account number. The command then collects the digits that are entered by the caller.
Whether or not the caller correctly enters the digits, the queue-to split command in step
4 queues the call. If an agent does not immediately answer the call, the standard
announcement is provided in step 5 and, if necessary, a delay is provided in step 6. The
announcement in step 7 provides the caller with the option of leaving a message instead of
having his or her call wait in queue. The caller is instructed to enter 1 if he or she wants 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 message center split so that the caller can leave a message. If the connection is
made, the caller first 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 could not be made. Thereafter, the goto step command in step 14 sends call
control back to step 6, which leads the caller back into the steps to leave a message.
Data in/voice answer and data/message collection
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The process that was just described, whereby the caller, when prompted, enters digits that
comprise an official number (an account number, in this case), 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 that are entered by the caller. As a result, the agent need not request the
account number from the caller.
Finally, suppose that a third caller wants to open an account and that he or she enters 1 when
prompted in the main vector. In this case, 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, if necessary, step 3
provides the appropriate announcement, and step 4 provides a delay period. The
announcement in step 5 provides the caller with the option of leaving a recorded message
instead of having his or her call wait in queue. This is an example of the Message Collection
application. The caller is instructed to enter 1 if he or she wants 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 so that the caller can leave a message. If the connection is made, the caller first 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 could not be 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
This example involves two customer 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
10 or fewer queued calls in Denver, the LAI call attempt is accepted and serviced there.
Otherwise, the call is denied and remains in queue in New York until an agent becomes
available. The two vectors shown below illustrate the process.
Note:
For other examples of LAI, see Look-Ahead Interflow (LAI). To learn how to integrate
distributed call centers using multi-site Best Service Routing, see Best Service Routing
(BSR).
Example application - distributed call centers
SENDING SWITCH:
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 [
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All of our agents

are busy. Please hold and you will be answered

by the first available agent.
]
4. wait-time 6 seconds hearing music
5. route-to number 913035661081 with cov n if unconditionally
6. check split 2 pri m if calls-queued < 5
7. wait-time 6 seconds hearing music
8. announcement 3581 [
All of our agents

are still busy. Please hold and you will be

serviced by the first available agent.
]
9. wait-time 60 seconds hearing music
10. goto step 5 if unconditionally
11. busy
RECEIVING SWITCH:
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 and you will be

serviced by the first available agent.
]
5. wait-time 60 seconds hearing music
6. goto step 5 if unconditionally
7. disconnect after announcement none
In this example, vector 80 is on the sending switch from a call center in New York, while vector
81 is on the receiving switch at a call center in Denver.
In the sending switch, 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, an announcement (step 3) and music (step
4) are provided. If the call is still not answered at this point, step 5 places a LAI call attempt
to the receiving switch, on which vector 81 resides.
Step 1 in the receiving switch 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 cannot service
the call. In such a case, control is passed to step 7, which rejects the Look-Ahead Interflow
call attempt. However, if the test in step 1 succeeds, the call is queued by the receiving switch 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 control is passed to the Denver switch,
where vector processing continues at step 4.
If the receiving switch does not accept the LAI call attempt, control is passed to step 6 of the
sending vector. This step then queues the call to split 2 at a medium priority, provided that there
are fewer than five calls queued in that split. Thereafter, the customary announcement-wait
sequence is implemented (steps 7, 8, and 9). Finally, if necessary, Step 10 sends control back
to step 5, which makes another LAI attempt, and the cycle is repeated.
Distributed call centers
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Note:
To avoid confusing the caller, the treatment provided at the receiving switch should be
consistent with the treatment that is provided at the sending switch. In the distributed call
centers example, note that the caller hears music (and never ringback or silence) at the
sending switch. Accordingly, music should be (and, in our example, is) featured at the
receiving switch.
Help desk
This example 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. For this application, the information that is
provided in the Adjunct Switch Application Interface (ASAI) route request, that is, calling party
number, called number, collected digits, is used to route the call to the most appropriate agent.
Such an agent might be the one who last serviced the caller, or it might be the next available
agent for the specific caller. Also, based on switch traffic conditions and the caller-entered digit,
the call can be diverted to other destinations, such as other ACD splits, announcements, or
switches.
The following vector shows the help desk application.
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.

If you have a question about hardware, please dial 1.

If you have a question about software, please dial 2.

If you have a general question, please 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 this 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 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 he or she wants to reach (step 2). In step 2 of this
vector, the caller is instructed to enter 1, 2, or 3, depending upon the service (hardware,
software, general) that he or she desires. Thereafter, the adjunct routing link command
in step 3 instructs the switch to send a Route request to the adjunct processor, which is
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connected to extension 2400. 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 (see Adjunct (ASAI) Routing). If 1, 2, or 3 is not entered, and if the adjunct
does not return a route, the call is eventually routed to the 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. Lets
assume the caller enters 1 and the adjunct routing link command succeeds. In such
a case, if the caller is judged to be a prime hardware customer, the call might be routed to
one of a handful of specific agents who are assigned to handle such customers. On the other
hand, if the caller is judged to be a casual hardware customer, the call might be routed to a
larger group of ACD agents before it is queued, or to an appropriate announcement.
Finally, assume that the caller enters 1 and that the adjunct routing link command fails.
In such a case, the call is routed by the route-to number command in step 5, probably to
a vector that queues the call or provides an appropriate announcement.
Insurance agency/service agency
This example involves an insurance company call center. It handles calls from independent
field agents, policy holders with claims, policy holders needing customer service, and several
general service agency type 800 number client accounts. Each different type of call has its
own 800 number that routes the calls to associated VDNs.
The following list describes the call center requirements.
The independent field agents require fast service. They call the company to find out the
latest rates for specific clients, to set up policies, to make adjustments, and so on. Often
their clients are waiting as they call. Therefore the insurance company wants to maintain
an Average Speed of Answer (rolling-ASA) of 30 seconds or less for field agent calls.
These are the most important calls and are given high priority in queues.
The calls to claims must be separated by area code. The claims agents receive different
training 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 do not need to be
tested individually and can be grouped in vector routing tables.
The insurance company wants to give customer service callers an announcement
indicating how long that they can expect to wait for service.
The insurance agency is also selling 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 30 seconds
or less for field agent calls. ANI Routing is used to partition calls based on area code and route
the calls to the appropriate claims agents. EWT Routing is used to notify customer service
Insurance agency/service agency
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callers of their expected wait time if it is longer 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 that are associated with each type of call.
Table 1: 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 more clearly demonstrate the features described in this example, the sample vectors do
not include tests for unstaffed or full queues, out-of-hours operation and so forth.
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 of the backup splits and goes directly to the
announcement in step 6. The assumption is that the call will be 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 greater than 30 seconds, steps 3, 4, and 5 check backup
splits. The call is queued to any of these splits that have a rolling ASA of 30 seconds or less.
If the call still is not answered by the time vector processing reaches step 8, then the backup
splits are checked again.
The following vector example could be used 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
[
Please dial your area code
]
12. goto vector 30 @step 1 if digits = none
13. goto vector 21 @step 1 if digits = 201+
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14. goto vector 22 @step 1 if digits = 212+
15. goto vector 23 @step 1 if digits in table 1
16. goto vector 24 @step 1 if digits in table 2
17. goto vector 25 @step 1 if digits in table 3
18. goto vector 26 @step 1 if digits in table 4
19. goto vector 27 @step 1 if digits in table 5
20. goto vector 30 @step 1 if unconditionally
Each vector routing table referenced in the example shown above 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. It also provides
access to an agent when ANI is not available and the caller did not enter an area code when
prompted.
The following vector example notifies customer service callers of their expected wait time
unless they will not have long to wait.
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 would wait more than 10 minutes are routed to a call back later
announcement. step 4 routes callers to a VRU to be given the expected wait time
announcement while they hold their 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 Vectors examples
VDN 1004-- Client 1 Calls
1. goto step 3 if counted-calls to vdn 1004 <= 100
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
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
Insurance agency/service agency
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In both of the example vectors shown above, 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)
This example involves a major appliance company that offers one year warranties and
extended warranties on its major appliances, such as dishwashers, refrigerators, washers, and
dryers. The warranties are printed in English and Spanish to accommodate customers who
speak and understand these languages. Naturally, callers need to speak with someone who
is familiar with the appliances they have bought and who speaks the appropriate language.
Accordingly, 800 numbers are provided for calling both English-speaking agents and Spanish-
speaking agents. Bilingual agents with Spanish-speaking skills are hired so that they can back
up the groups of English-speaking agents. Agents are trained first on all appliance models of
a certain type and then on all appliance models for a room, such as the kitchen, the laundry
room, and so forth.
The skills shown in the following table are required for the warranty service call center:
Table 2: Skill table 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.
Table 3: VDN skill table for the warranty service call center
VDN skill
preference
Appliance VDN First Second Third
English Dishwasher 1100 11 10 20
Refrigerator 1101 12 10 20
Washer 1102 31 30 40
Dryer 1103 32 30 40
Spanish Dishwasher 1200 21 20 --
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VDN skill
preference
Appliance VDN First Second Third
Refrigerator 1201 22 20 --
Washer 1203 41 40 --
Dryer 1204 42 40 --
The agent skills are set up as shown in the following table.
Table 4: 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% of the incoming calls within 20
seconds. Accordingly, if a call that is directed to a vector is not answered by the time the
announcement finishes, a second group of agents is viewed, thus 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 centers management wants to reserve
these agents for Spanish-speaking callers. 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.
Figure 1: Warranty service call center (part 1) on page 56 and Figure 2: Warranty service
call center (part 2) on page 56 show 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.
The following figure shows how the call comes into the network and is then directed to the
appropriate VDN, which in turn points to the appropriate vector. For each VDN, the
corresponding VDN skills are indicated.
Warranty service (with EAS)
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Figure 1: Warranty service call center (part 1)
The next figure shows 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 each agents name. Dashed lines indicate backup or secondary skills.
Note:
Only a small sample of agents is shown in the example figure.
Figure 2: Warranty service call center (part 2)
Assume that a Spanish-speaking caller has a broken dryer and decides to call the warranty
service call center. The caller dials the appropriate number. The call then enters the switch and
is directed to VDN 1203, which points to Vector 2. As illustrated earlier, VDN skill preferences
42 (dryers) and 40 (laundry appliances) are administered as the 1st and 2nd skill preferences,
respectively, for VDN 1203.
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 (Jan, for example) is available, this agent answers the call. If such an agent is not
available, the appropriate delay announcement in step 2 is played. 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 (Jan, for example),
that particular 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.
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Notifying callers of queue position
Scenario description
The 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 IVR or VRU equipment.
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 callers position in queue
from 1 (next in line) to 9 (8 calls are ahead).
Related topics:
Scenario prerequisites on page 57
Tips for setting up the interflow-qpos conditional on page 58
Scenario prerequisites
Before using the interflow-qpos conditional, consider the following 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 this field to 0 will not exclude calls at the top of the queue.
Notifying callers of queue position
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Tips for setting up the interflow-qpos conditional
Consider the following tips when setting up the interflow-qpos conditional.
Use the same priority for queuing all of the calls; otherwise a lower priority call could get
moved down in queue due to higher priority calls coming in later.
If you have a release earlier than 3.0, the loop (steps 4 through 25) must fit in a single
vector (within 32 steps) because of no subroutine or goto vector @step capability.
If you need to add a test in the beginning, such as for working hours, use another 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
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Resort reservation service (with EAS)
About the resort reservation service example
This example involves a resort company that places a variety of advertisements in magazines
for information on a particular resort or state. Callers respond to these advertisements dial one
of several numbers provided in the advertisement. A call center makes the reservations for the
resort company. To satisfy the request of many callers to the service, an effort is made to have
callers connected to an agent who has visited the resort they are interested in visiting. Also,
the resort company has determined that it is easier to sell additional sightseeing packages if
the agent has a regional accent.
Placing the reservation
To respond to an advertisement, the caller can dial a number that directly routes him or her
to a VDN for that states resorts. As an alternative, the caller can dial the general number for
the resort chain and be serviced using the Call Prompting feature. The following sections
discuss these methods.
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 Texas VDN 3222.
Table 5: VDN 3222 skill preferences assignments for the resort reservation service
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 take a reservation
The following figure shows how a call to VDN 3222 can be processed by Call Vectoring.
Resort reservation service (with EAS)
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For this process, a single VDN for each state is assigned to Vector 2. Accordingly, the figure
shown above shows the VDN and the associated VDN skills for two states, Texas and New
Mexico.
Assume that a caller wants information on resorts in Texas and dials the appropriate number,
for example, 615-3222. In this case, the call enters the switch 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, this agent answers the call. If
such an agent is not available, 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 (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
This option allows the caller to dial the general number provided, for example, 615-3111. The
caller is then serviced in part using the Call Prompting feature.
The following figure shows how a call to VDN 3111 can be processed using Call Vectoring.
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Figure 3: Process involving general number dialing
After the number is dialed, the call is directed to VDN 3111, which points to Vector 1. Note there
are no skill preferences assigned to VDN 3111. Also, VDN 3111 is the only VDN that is
administered to point to Vector 1. Therefore, this VDN 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. Assume that the caller
enters the correct code for Texas, which is 05. In this case, 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.
For more information about the converse-on command, see Basic Call Vectoring on
page 83.
When the VRU port responds, the step then 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 the switch. 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. This process is discussed in the General number dialing section.
Call-back provisions
After a caller makes a reservation for a resort site, the caller is given a call-back number. Such a
number is helpful if the caller needs more information or wants to check on some arrangement
that was previously made. The following figure shows one approach for enabling call-back
provisions.
Resort reservation service (with EAS)
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Figure 4: Example 8: Call-back provisions
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, this VDN is used for calls from all states.
The collect digits command in step 2 of the previous vector first requests the caller to
enter his or her 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 the switch
to send the collected digits (along with other information) to the host in the ASAI adjunct routing
request. The host then uses these 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. Once this happens, information on the
relevant reservation is displayed at the agents data terminal, thus providing quicker and more
personal service. 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. This process is discussed in
the General number dialing on page 60 section.
Attendant routing
Attendant routing example
The following example shows how the Attendant Vectoring commands can be used to route
calls in an attendant environment. For the attendant vectors, consider the following vectors
and vector administration.
Note:
For the following vector examples, Tenant Partitioning is turned on:
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Table 6: Attendant Vectoring vectors
VDN 1999
vector 1
VDN 2999
vector 2
VDN 3999
vector 3
1. wait-time 0 secs hearing
ringback
2. goto step 6 if time-of-day is
all 12:00 to 13:00
3. queue-to attd-group
4. goto step 7 if queue-fail
5. wait 999 secs hearing
music
6. busy
7. route-to number 4000 with
cov y if unconditionally
8. route-to number
93035381000 with cov y if
unconditionally
1. wait-time 0 secs hearing
ringback
2. queue-to attd-group
3. goto step 6 if queue-fail
4. announcement 9000
5. wait 999 seconds hearing
music
6. disconnect after
announcement 9001
7. queue-to hunt-group 1
8. goto step10 if queue-fail
9.wait 999 secs hearing
ringback
10. busy
11. route-to number
93035381000 with cov y if
unconditionally
1. wait-time 0 secs hearing
ringback
2. goto step 7 if time-of-day is
all 12:00 to 13:00
3. queue-to attd-group
4. goto step 7 if queue-fail
5. announcement 9000
6. wait 15 seconds hearing
music
7. goto step 4 if
unconditionally
8. queue-to attendant 6000
9. goto step 10 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 VDNs 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.
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 terminated to the
attendant and vector processing terminates. Otherwise, the call is queued to the attendant
group and the caller hears music from the 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
Attendant routing
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coverage, and vector processing terminates. 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, in the example above, if it is lunch time the call will route to the hunt group and
all hunt group processing will then apply. 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 groups coverage path. If the hunt group is in night service, the call goes to the hunt
groups night service destination. If the route-to command indicates coverage n, the hunt
groups coverage path is not followed and vector step 7 applies.
Incoming trunk calls to attendant group
When a call is received on a trunk that has the attendant group assigned as the incoming
destination or when the call is addressed to the attendant group, 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 queueing
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 cannot be queued, the call is
routed to the remote location and vector processing terminates.
Note:
The main difference from the example shown in Local attendant group access code on
page 63 is queueing the call to the hunt group rather than routing the call there. In this
example, the call will not follow the hunt groups coverage path or night service destination.
Incoming LDN calls
When a call is received for an 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 into queue and the caller hears
ringback until the attendant answers the call. If the call is unanswered after 999 seconds in the
attendants queue, the call is sent to the remote location and vector processing terminates. If
the call cannot be placed in attendant 6000s queue, 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
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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 an announcement
followed by music from the music source assigned to TN 3 every 15 seconds. If the call cannot
be queued, it is sent to attendant 6000.
Note:
Vector 3 attempts to queue the call to attendant 6000. A route-to command could also
be used, but care should be taken since an attendant cannot be assigned a coverage path.
QSIG CAS example
This example shows how you can use Attendant Vectoring with CAS.
Related topics:
CAS branch on page 65
CAS main on page 66
CAS branch
Suppose the call center always wants to play an announcement at a QSIG CAS branch before
routing the call to the QSIG CAS main. In this case, assume that an attendant VDN needs to
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.
QSIG CAS vector main
change vector 1 Page 1 of 3
CALL VECTOR
Number: 1 Name: Night station service vector 4
Multimedia? n Attendant Vectoring? y Lock? y
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n
01 announcement 9000
02 route-to number 93035380 with cov y if unconditionally
03
04
05
06
07
08
09
Attendant routing
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10
11
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 TN of the incoming trunk.
Night station service example
This example shows how you can use the Attendant Vectoring features for night service.
Night station service vectors 4 and 5
change vector 4 Page 1 of 3
CALL VECTOR
Number: 4 Name: Night station service vector 4
Multimedia? n Attendant Vectoring? y Lock? y
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? 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 Page 1 of 3
CALL VECTOR
Number: 5 Name: Night station service vector 4
Multimedia? n Attendant Vectoring? y Lock? y
Basic? n EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? n
01 route-to number 6000 with cov n if unconditionally
02 route-to number 93035381000 with cov y if unconditionally
03
04
05
06
07
08
09
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10
11
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.
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 6000s
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 example is a vector that is directing calls to special processing because of a holiday or
special event. Holiday Vectoring is an enhancement that simplifies vector writing for holidays. It
is designed for customers who need to reroute or provide special handling for date-related
calls on a regular basis.
In this example, a commercial bank that is headquartered in Germany has branches in Europe.
The bank recently established a U.S. presence by opening branches in the New York City
metropolitan area. The bank's 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 European centers are bilingual and assigned to splits that handle calls from
both English and German customers. The same is true for the agents in the New York call
center. Because the New York call center is open 24 hours a day, it often takes calls that are
routed from the Irish and German call centers after those centers close at 6:00 p.m. local time.
Due to the large number of bank holidays per year in Europe (up to 30 days), the Holiday
Vectoring feature can be used to create vectors that distribute calls automatically on holidays.
The call center administrator recommended this feature to the systems administrator to save
the cost of time spent on writing vectors for date-related processing, and to save business that
would be lost to abandoned calls if vectors are not readministered for holidays.
Attendant routing
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The following figure 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 had to be
entered as a separate item.
Setting up a holiday table
change holiday-table 1 page 1 of 1
HOLIDAY TABLE
Number: 1 Name: Bank Holidays
START END
Month Day Hour Min Month Day Hour Min Description
12 24 12 31 Christmas
01 01 00 00 01 02 06 00 New Years Day
After submitting the Holiday Tables screen, the next step is to modify the vector processing for
these holidays. On the Call Vector screen, enter the new goto conditional for the holidays.
Modifying a vector to route according to a holiday table
change vector 3 Page 1 of 3
CALL VECTOR
Number: 3 Name: In Ireland
Multimedia? n Attendant Vectoring? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y
01 goto vector 2 if holiday in table 1
02 route-to number 123456789 with cov n if unconditionally
The setup for the vector routes the call to the United States call center. For example, if someone
in Europe calls the bank before 6:00 a.m. on January 2, the call is routed to the United States
call center. If someone in Europe calls after 6:00 a.m. on January 2, the call is routed to the
German call center.
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Network Call Redirection
About the NCR example
This example shows the primary, status poll, and interflow vectors that redirect calls on the
public network using the NCR feature.
Note:
This example assumes knowledge of multi-site BSR applications. For information about
BSR, see Best Service Routing (BSR) in the Avaya Aura

Call Center Feature Reference

document.
The e-Commerce company used in this example has three call centers. In an effort to reduce
costs, the company has implemented Network Call Redirection (NCR) to redirect calls on the
public network and reduce the trunking costs between the three switches. BSR is also
implemented on the switches in order to increase the efficiency of agent utilization.
The e-Commerce 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, the switch is required to set up
the second leg of the call and then 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 the switch. The benefit is that the switch retains control over the
call and can redirect the call using the trunk-to-trunk method should the NCT invocation fail.
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 then drops both the original
call and the second leg of the call at the redirecting switch.
To activate the NCR feature for each site, the switch Administrator ensures that theNet Redir
field on the BSR Application Table screen is set toy for the location entry.
The e-Commerce company has set up IP trunking to emulate ISDN PRI and will use this
capability to poll remote sites for possible NCR. For information on setting up IP trunking to
emulate ISDN PRI, see the Administering Network Connectivity on Avaya Aura

Communication Manager.
The following sections give examples of how the vectors must be set up at each site to use
the public network with NCR (as opposed to IP trunking) to route a call from one site to another.
For information about administering BSR polling over IP, see Avaya Aura

Call Center Feature

Reference.
Network Call Redirection
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Primary Vector for Network Call Redirection example
A call arrives at eCommerce location 1 and is processed by the primary vector. This vector
begins the BSR process by considering the specified resources. The following Call Vector
example shows the primary vector for incoming call processing at eCommerce location 1.
Primary vector
1. wait time 0 secs hearing ringback
2. consider split 1 pri m adjust-by 0
3. consider location 2 adjust-by 30
4. consider location 3 adjust by 10
5. queue-to-best
For this example, assume that location 2 returned the lowest EWT, so the call will be routed to
that site.
Status poll vector for Network Call Redirection example
To collect information from the remote switch, 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 the switch at location 2. The following example provides an example status poll vector
on the remote switch.
Status poll vector
1. consider split 2 pri m adjust-by 0
2. consider split 11 pri m adjust-by 0
3. reply-best
The status poll only obtains information and returns it to the origin switch; the call is not
connected to the status poll VDN. Once the remote switch has returned the necessary
information, the consider series in the primary vector at location 1 can continue at the next
vector step.
Interflow Vector for Network Call Redirection example
Once the switch has selected the site to which the call should be routed (location 2), the call
is sent to the public network. The public network switch then sets up the second leg of the call
and passes the codeset 0 UUI information in the SETUP message if this is supported. Next,
the Avaya switch tells the public switch to transfer the call over the public network. The Avaya
switch knows to do this because Net Redir for location 1, location 2, and location 3 was set
to y on the BSR Application screen.
For incoming 800 number calls from MCI DMS-250 network switches, the vector reached by
the second leg call placed by the switch must immediately be answered (and send an ISDN
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CONNect message). This can be accomplished with a wait 0 secs hearing music or
an announcement step as the first step in the receiving interflow vector. The following example
shows an example interflow vector for eCommerce location 2.
BSR example of interflow vector on remote switch
1. announcement 83345
2. consider split 2 pri m adjust-by 0
3. consider split 11 pri m adjust-by 0
4. queue-to best
The public network then merges the second leg of the call to the second site and drops the
trunk to the Avaya switch.
BSR using EWT and agent adjustments
About the BSR using EWT and agent adjustments example
In this 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 will use the adjust-by option in the consider
vector step to select the best agent at any site to receive a call.
The catalog company uses the adjust-by command to consider delivery of calls based on
adjusted idle times for the agents, so that a remote site is not selected when agent idle time
differences are not significant.
To activate the BSR Available Agent Adjustment option, the administrator sets theBSR
Available Agent Adjustments field on the Feature-Related System Parameters screen to y.
To use the option, the switch Administrator changes 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% for the second call
center, and 20% for the third call center. If there is an agent surplus at two or more of the call
centers, then the adjustment will apply. The adjustment makes sites more or less desirable,
based on decreasing the idle time of available agents by the percentage assigned for the site.
Note:
If the actual agent idle time is 100 or more seconds, then the idle time is decreased by the
assigned percentage. If the actual agent idle time is less than 100 seconds, then the idle
time is decreased by the adjustment in seconds.
BSR using EWT and agent adjustments
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The following table summarizes how the above adjustment can affect the idle times for each
site.
Table 7: Idle time adjustment calculations
Agent idle
time
Adjust by xx% Calculation Adjusted idle
time
incoming split 1
at location 1
40 0
1
0 40
location 2 50 20 50 - 20 secs 30
location 3 100 20 100 - 20 secs
(20% of 100)
80
Primary Vector for BSR using EWT and agent adjustments example
An incoming call arrives at location 1 and is processed by the primary vector. This vector begins
the BSR process by considering 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. wait time 0 secs hearing ringback
2. consider split 1 pri m adjust-by 0
3. consider location 2 adjust-by 20
4. consider location 3 adjust-by 20
5. 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
as shown in table Table 7: Idle time adjustment calculations on page 72. 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 the remote switch, the command consider location 2
adjust-by 20 in the primary vector places a call (a status poll) to the status poll vector on
the switch at location 2. The example status poll vector is shown below.
Status poll vector
1. consider split 2 pri m adjust-by 0
1
Since the adjust-by value in this consider step is set to zero, no adjustment is made.
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2. consider split 11 pri m adjust-by 0
3. reply-best
The status poll only obtains information and returns it to the origin switch; the call is not
connected to the status poll VDN.
This vector compares splits 2 and 11, identifies the better of the two, and sends this information
back to switch 1 with the reply-best command. Notice that the adjust-by command could
be used on the remote switch to adjust the EWT or agent idle time that is returned by either of
the splits. When adjustments are applied at both the origin and remote switches, the two
adjustments are added at the origin switch.
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 switch 1 contains the information from the best split considered at location 2. Once
the remote switch has returned the necessary information, the consider series in the primary
vector on switch 1 can continue at the next vector step.
Interflow Vector for BSR using EWT and agent adjustments example
Based on the values derived in table Table 7: Idle time adjustment calculations on page 72, at
each site, location 2 is the best site based on the adjusted agent idle time. The queue-to
best command in the primary vector interflows the call to the interflow vector at location 2.
The example interflow vector is shown below.
Interflow vector on remote switch
1. consider split 2 pri m adjust-by 0
2. consider split 11 pri m adjust-by 0
3. queue-to best
The interflow vector reconsiders the status of both splits to get the most current information
and queues or delivers the call to the best split. Notice 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, it is removed from any queues at the origin switch and any audible
feedback at the origin switch is terminated.
Dial by Name
The Dial by Name feature allows you to dial someone by entering the persons name from your
touch-tone keypad. This feature is accessible by using the Call Vectoring feature and the
integrated announcement circuit pack to create an auto-attendant procedure in which one of
the options allows callers to enter a persons name instead of the persons extension number.
The system processes the name characters received, and, when a match is found, the number
is dialed automatically.
BSR using EWT and agent adjustments
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Call Center 6.0 June 2010 73

Note:
The Dial by Name feature must be enabled 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 a Listed Directory Number), a vector routes
the call to an announcement that says, Hello. You have reached A1 Hotel.
Please press 0 for the operator; press 1 for the front desk; press
2 if you know the guests extension; press 3 if you know the
guests name; press 4 if you want to choose from a list of
extensions; or press 5 if you wish to hear these options again.
When the caller selects 3, the caller is then instructed to enter the persons name.
As soon as a single match is found, the call is placed to that person.
You can assign several vectors that define how calls will be handled 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 Page 1 of 3
CALL VECTOR
Number: 2 Name: Dial by Name
Attendant Vectoring? y Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y
01 wait-time 2 secs hearing ringback
02 collect 1 digits after announcement 381
03
04 route-to number 0 with cov n if digit = 0
05 route-to number 105 with cov n if digit = 1
06 goto step 12 if digits = 2
07 goto step 21 if digits = 3
08 goto step 19 if digits = 4
09 goto step 16 if digits = 5
10 route-to number 0 with cov n if unconditionally
11
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
change vector 2 Page 2 of 3
CALL VECTOR
12 collect 3 digits after announcement 382
13 route-to digits with coverage y
14 route-to number 0 with cov n if unconditionally
15
16 goto step 2 if unconditionally
17
18
19 collect 3 digits after announcement 383
20 goto step 13 if unconditionally
21 collect 4 digits after announcement 661
22 route-to name1 with coverage y
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_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
change vector 2 Page 3 of 3
CALL VECTOR
23 goto step 30 if nomatch
24 collect 11 digits after announcement 662
25 route-to name2 with coverage y
26 goto step 30 if nomatch
27 collect 2 digits after announcement 663
28 route-to name3 with coverage y
29 goto step 30 if nomatch
30 collect 1 digits after announcement 660
31 goto step 21 if digits = 1
32 route-to number 0 with cov n if unconditionally
This example includes the following call processing features and functionalities:
1. When someone calls the system, the caller receives ringback for 2 seconds.
2. Announcement 381 plays. This announcement asks the caller to do one of the
following:
Press 0 if the caller wants the operator; if the caller presses 0 or waits for the
timeout, the call is routed to the operator.
Press 1 if the caller wants the 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 persons extension; if the caller presses 2, the
call is routed to announcement 382, which instructs the caller to dial the
persons extension.
Press 3 if the caller knows the persons name; if the caller presses 3, the
following sub-procedure occurs:
i. Announcement 661 plays requesting that the caller enter the first
four characters of the persons last name.
- If there is a single match, the call is redirected.
- If there are multiple matches, continue with ii on page 75.
- If there is no match, go to iiii on page 76.
ii. Announcement 662 plays requesting that the caller enter the rest
of the persons last name, followed by the # key.
- If there is a single match, the call is redirected.
- If there are multiple matches, continue with iii on page 75.
- If there is no match, go to iV on page 76.
iii. Announcement 663 plays requesting that the caller enter the first
two characters of the persons first name.
- If there is a single match, the call is redirected.
- If there is no match, continue with iV on page 76.
BSR using EWT and agent adjustments
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iv. Since there are still no matches, announcement 660 plays telling
the caller that he or she can press 1 to try again, or press 0 to get
an operator.
Press 4 if the caller knows the department (such as housekeeping) that he or
she 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 over again; if the caller presses 5, the caller hears
announcement 381, which repeats all of the options.
If the caller dials anything else, the call is routed to the operator.
Vectors exercises
This section presents several typical business scenarios that involve telephone use. One or
more vectors are provided that show how to handle each of these scenarios.
The vectors presented here are intended to be suggested solutions. Individual call centers
must consider their own unique requirements and budget in selecting and writing vectors.
Related topics:
Emergency and routine service on page 76
Late Caller Treatment on page 79
Messaging option on page 81
Emergency and routine service
Write a vector that does the following:
1. Delivers the following message to handle emergency calls: 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.
2. Enables the caller to speak with an agent, if an agent is available, concerning a non
emergency matter.
Related topics:
Emergency and routine service suggested solution 1 on page 77
Emergency and routine service suggested solution 2 on page 77
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Emergency and routine service suggested solution 1
Call Vectoring option
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 [
Were sorry. All of
our operators are busy. Please hold.
]
8. wait-time 10 seconds hearing music
9. goto step 7 if unconditionally
10. disconnect after announcement 4200 [
Were sorry.
All of our operators are busy at the moment. Please call back at
your convenience.
]
In step 2 of the example vector shown above, the announcement command provides the
caller with the appropriate emergency information, and it invites the caller to hold if he or she
wants to speak with an operator on another matter. If the caller holds, the caller hears several
seconds of ringback provided by the wait-time command in step 3. Thereafter, the goto
step command in step 4 checks whether 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
first 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 (if necessary) that is provided by 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
Note:
This example uses the Call Prompting feature. For more information about Call Prompting,
see Call Prompting.
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Call Vectoring and Call Prompting option
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.

Otherwise, please hang up now.
]
3. route-to number 1031 with cov y if digit = 1
4. announcement 3100 [
Entry not understood. 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 [
Were sorry. All of

our operators are busy. Please hold.
]
7. wait-time 10 seconds hearing music
8. goto step 6 if unconditionally
9. disconnect after announcement 4200 [
Were

sorry. All of our operators are busy at the moment.

Please call back at your convenience.
]
Suggested Solution 2 involves both Call Vectoring and Call Prompting. Also, it involves two
vectors instead of just one vector, and it assumes the that caller is calling from a touchtone
telephone. The announcement portion of the collect digits after announcement
command in step 2 of Vector 30 first provides the caller with the appropriate emergency
information. It then invites the caller to press 1 if the caller is calling for some other reason. If
this is not the case, it finally suggests that the caller hang up.
Assume that the caller wants to hold the line but enters the incorrect touchtone digit (2, for
example). In such a case, the route-to number command in step 3 attempts to route the
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call to VDN extension 1031 according to the entered digit. However, because a number other
than 1 was entered, the call is not routed to the VDN extension. Instead, control is passed to
step 4, where the announcement command first informs the caller of the input error and then
invites 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 Caller Treatment
The call center is staffed by union agents who work under a contract that stipulates that agents
are free to leave promptly at 5:00 p.m. However, you are concerned about the callers who will
call shortly before 5:00 p.m. on any given day and find themselves waiting in queue the at the
top of the hour.
Write a vector that warns late callers that their call may not be serviced. Remember that
business hours are from 8:00 a.m. to 5:00 p.m., Monday through Friday.
Related topics:
Late Caller Treatment suggested solution on page 79
Late Caller Treatment suggested solution
Late caller 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 [
Were sorry, all of our
agents are busy...Please hold...
]
8. wait-time 998 seconds hearing music
9. stop
10. announcement 200 [
It is almost closing time.
We will try to service you before we close for the day.
However, if we are unable to do so, please call back
at your convenience 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
14. disconnect after announcement 300 [
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Were sorry, our office is now closed.
Please call back at your convenience between 8:00 A.M. and 5:00 P.M.,
Monday through Friday.
]
15. disconnect after announcement 400 [
Were sorry, our office is closed.
Please call back at your convenience between 8:00 A.M. and 5:00 P.M.,
Monday through Friday.
]
16. disconnect after announcement 500 [
Were sorry, we cannot service your
call at this time. Please call back at your convenience between
8:00 A.M. and 5:00 P.M., Monday through Friday.
]
In the example vector shown above, specific treatment is provided for calls that come into the
switch after working hours, during the weekend, or as the working day comes to a close.
The goto step command in step 1 checks whether 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 whether 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 whether the current
time is any time 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 the 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 the
appropriate late caller announcement is provided to the caller. 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 whether 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 at least a second after 5:10 P.M., control is passed to step 14 as described previously.
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Messaging option
Write a vector that:
1. Does the following if the oldest call waiting is in queue for longer than 75 seconds:
Sends the call to the messaging system (if possible)
Delivers to the caller the following personalized messaging system statement:
All of our MegaSports agents are busy...Please leave your name and
telephone number.
2. Plays 30 seconds of ringback for the caller
3. After the ringback, plays an announcement for the caller that is 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 [
Were sorry, all of our
MegaSports agents are busy. If youd like to leave a
message, please do so 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 [
Were 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 shown above checks whether the oldest
call waiting in split 50 has been waiting for 75 seconds or more. If so, control is passed to
step 8, where the announcement command first informs the caller that all of the agents are
busy and then invites the caller to either call back at the appropriate time or leave a recorded
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 that he or she can leave a recorded
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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 that provides the caller with the appropriate
apology and subsequent directives. 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 for 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.
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Chapter 5: Basic Call Vectoring
Basic Call Vectoring
The vector commands that are available to you as part of the Basic Call Vectoring feature set
are the simplest and most common commands that are used to program call vectors.
Related topics:
Basic Call Vectoring command set on page 83
General considerations for Basic Call Vectoring on page 85
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
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Description Command
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 variables or to the digits buffer.
set
Stop vector processing. stop
Types of Basic Call Vectoring commands
Treatment commands
Call treatment is the type of feedback the caller receives if the caller is not immediately
connected to an agent. Basic Call Vectoring includes the following call treatment commands:
announcement command
wait-time command
busy command
disconnect command
converse-on split command
For more information about these commands, see Call Vectoring commands.
Routing commands
Basic Call Vectoring includes routing commands that enable you to various destinations and
treatments. Basic Call Vectoring includes the following routing commands:
queue-to-split and check split commands
messaging split or skill command
For more information about these commands, see Call Vectoring commands.
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Branching or programming commands
Basic Call Vectoring provides programming methods that can be used within a vector either
to create branching patterns in call processing flows, or stop vector processing. Branching or
programming commands include:
goto step and goto vector commands
return command
set command
stop command
For more information about these commands, see Call Vectoring commands.
General considerations for Basic Call Vectoring
You should understand the following items when you use Basic Call Vectoring:
For ease-of-use purposes, each specific vector function or operation should be included in
a separate vector and linked with one or more goto vector commands.
To keep down service costs, vector commands should be designed so that answer
supervision is delayed as long as possible.
Always provide callers with initial feedback, such as ringback.
Direct agent calls deserve careful attention because they can affect call queuing. Queue
slots occupied by direct agent calls are not always counted in Avaya CMS and BCMS
reports. For example, a direct agent call is never counted toward the total of queued calls
within a split, and the calls-queued test condition has no effect on this type of call. For
more information, see Appendix H: Call Vectoring/EAS and BCMS/CMS interactions.
You can 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. For
more information, see Duplicating Vectors on page 191.
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Basic Call Vectoring
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Chapter 6: Variables in Vectors
About VIV
The VIV feature allows you to create variables that can be used in vector commands to:
Improve the general efficiency of vector administration.
Provide increased manager and application control over call treatments.
Allow you to create more flexible vectors that better serve the needs of your customer
and call center operations.
The vector variables are defined in a central variable administration table. Values assigned to
some types of variables can also be quickly changed by means of special vectors, VDNs or
FACs (Feature Access Codes) that you administer specifically for that purpose.
Different types of variables are available to meet 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, an administered variable can be reused in many
vectors.
Variable definition parameters
Variables in Vectors enhance Call Vectoring to allow letters (in uppercase A to Z and AA to ZZ)
to be used as either conditionals or thresholds or both in many commands. These letters
entered in uppercase are variables that can be defined by the customer for customizing vector
programming.
You administer vector variables in a centralized administration table in which the variables are
given alphabetical designations that can range from A to Z and AA to ZZ (up to 702 variables).
Each variable can have only one definition. Once defined, the letters have the same type and
assignment characteristics for every vector in which they are used. Depending on the variable
type, you specify some or all of the following parameters when you create a new vector
variable:
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Parameter Description
Variable type VIV provides a number of different variable types that you use for
different purposes. The kinds of information that are associated with a
variable can be directly call-related, such as the active vdn for the call,
asaii user information data, or the time of day at which the call is
received.
Other types of variables allow you to assign your own user-defined
values and use them as signals to impose high-level control over call
processing operations. For example, you can use a single-digit value
variable to test for operational states that are specific to your call center
operations. For more information about the different types of variables,
see System-assigned vector variable types on page 104.
Scope The scope of a variable indicates how variable values are assigned and
used in vectors in which the variable appears. Variable scopes can be
either local , local persistent (for collect variable only), or global. Local
variables use data associated with a call and the value assigned to the
variable only apply 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 to one or more
vectors that process 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 they are used. For more information, see
Definition of local, global, and local persistent variables on page 102.
Length Some variables require you to 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 Length specification, you also
need to specify a Start position that specifies the beginning digit position
of the digit string to be assigned to the variable. This along with the
Length specification allows assigning only a portion of the data available
to the variable.
Assignment If you use a variable that has a user-defined value, you provide the value
in the Assignment field of the variables administration table.
Variable Access
Code (VAC)
When you define a value variable, you have the ability to set up a
Feature Access Code (FAC) that is associated with the variable so that
you can dial into the FAC and set or reset the variable assignment. For
more information about this capability, see VIV interactions and
considerations on page 118.
Implementing vector variables
Administering variables and implementing them in your vectors is a relatively simple process:
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1. Define the variable application. Determine how you intend to use the new variable
and identify its defining characteristics.
Use that information to identify a variable type that meets your needs. For a quick
overview of variable types and purposes, see VIV job aid on page 90 and for more
detailed descriptions, see System-assigned vector variable types on page 104.
2. From the system administration terminal enter a change variables command
to bring up the Variable for Vectors administration table.
3. In the Variable for Vectors administration table, select any unused variable name
between A - Z or AA - ZZ. This 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 of your variable.
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) and
f. assignment- Enter an initial value.
g. VAC - (optional, value variables only).
Note:
Depending on the variable type that your choose, some of these fields may be
predefined or not applicable.
4. If you administer a value variable type in the VAC field and want to be able to use
a dial procedure (within the local switch only) to change the variable assignment
using a Feature Access Code (FAC), do the following
a. From the system administration terminal, use the change feature-access-
codes command to go to page 6 of the Feature Access Code screen.
b. Select an unused FAC and note the Vector Variable feature access code
number (VVx) that is associated with the FAC. Possible VVX values range from
VV1 to VV9.
c. In the Code field, provide the digits that you want to dial 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.
For more detailed information, see VIV administration on page 119.
5. Program one or more vectors with the selected variable using goto steps and other
vector commands, such as route-to number.
Implementing vector variables
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You must conform to the vector syntax rules specified in Command syntax for vector
variables.
6. If required, 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 the Communication Manager.
However, other variable types allow you to change the variable assignment as
necessary, even as calls are being processed. For example, if you use a collect
variable in a vector step, the value assigned for the variable changes when a caller is
prompted by an announcement and enters new digits or changed by a set
command.
Note:
When collect variables are provided specifically for supervisor or manager use,
the collect variable usually has a global scope, and the variable is applied in a
special vector intended for the supervisor or manager. For more information
about this strategy, see the example at collect command with vector variables on
page 93.For descriptions of a few basic ways that you can apply variables in
your call vectors, see VIV vector examples on page 122.
VIV job aid
The following table summarizes basic functions and characteristics of the different VIV variable
types.
Items in bold are default values that cannot be changed.
Variable
type
Description Scope Specification Max
digit
length
Assigns
ani Holds the callers
phone number
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 a
total of
96
Incoming call or
ASAI application
data
collect Holds user defined
digits associated
with the call for
control, routing or
L, P, or G Start digit
position and
Length
16 The for parameter
of the collected
digits command or
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Variable
type
Description Scope Specification Max
digit
length
Assigns
special treatment
that can be
assigned a value
by the Variables for
Vectors table,
collect digits steps
or the set vector
command.
assignment in the
variables table
tod Holds the current
time of day in 24-
hour time for
processing
G None Always
4
The main server
system clock - for
example, 0219 =
2:19 am
dow Holds the current
day of week for
processing
G None 1 The main server
system clock (1-7)
- for example, 1 =
Sunday
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
7 Routing for a call
vdntime Provides the time
in seconds that a
call has been in
vector processing
by the call center
L None Always
4
Time in vector
processing
including prior
processing for a
call routed by BSR/
LAI
VIV job aid
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Command syntax for vector variables
announcement commands with vector variables
You can enter a vector variable between A-Z and AA-ZZ (up to 702 variables) as an
announcement extension in all commands that use an announcement in the extension field.
The following syntax rules apply when vector variables are used with announcement
commands.
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
,
Variables in Vectors
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continue
]
Requirements and considerations for using variables in vector
commands
The requirements for using variables in place of specific entries in vector commands are:
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 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 obtained by the variable during processing must be a valid announcement
extension assigned on the Audio/Announcement screen.
See also:
announcement command for Call Vectoring on page 219
announcement commands with VDN variables on page 137
collect command with vector variables
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]
Command syntax for vector variables
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Requirements and considerations for collect command with vector
variables
The requirements for using vector variables with the collect command are:
When 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 are
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 = 1 or more, 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.
For information about using variables as the announcement extension, see announcement
commands with VDN variables on page 137.
converse-on command with vector variables
The following syntax rules apply when variables are used with the converse-on command.
converse-on

split
[
hunt group
,

1st
2
A valid hunt group is an ACD split or skill or a non-ACD hunt group assigned for AUDIX,
remote AUDIX, MSA, or QSIG MWI.
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,
2nd
,
3rd
]
pri
[
l
,
m
,
h
,
t
]
passing
[
A-Z, AA-ZZ
]
and
[
A-Z, AA-ZZ
]
converse-on

skill
[
hunt group
]
1

pri
[
l
,
m
,
h
,
t
]
passing
[
A-Z, AA-ZZ
]
and
[
A-Z, AA-ZZ
]
Command syntax for vector variables
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Requirements and considerations for converse-on command with
vector variables
The requirements and considerations for using vector variables with the converse-on
command are:
You can use a variable as a data type in both passing fields. This results in out-pulsing
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. For details, see
Data passing in the Avaya Aura

Call Center Feature Reference document.

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 out-pulsed 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.
See also:
converse-on command on page 244
converse-on command with VDN variables on page 138
disconnect command with vector variables
Variable syntax for this command is supported beginning with Communication Manager 3.0.
You can use vector variables with the disconnect command after the announcement extension.
For more information about using vector variables after an announcement extension, see
announcement commands with VDN variables on page 137.
The following syntax rules apply when using vector variables with the disconnect command.
disconnect after announcement
[
A-Z, AA-ZZ
]
See also:
disconnect command for Call Vectoring on page 256
disconnect command with VDN variables on page 140
goto commands with vector variables
The following syntax rules apply when using vector variables with goto commands.
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goto step 1-99 if or
goto vector 1-8000 @ step 1-99 if
A-Z, AA-ZZ >,<, =, <>, >=, <= A-Z, AA-ZZ
in table A-Z, AA-ZZ
not-in table
ani >,>=,<>,=,<,<= A-Z, AA-ZZ
in table
not-in table
available-
agents
in skill hunt
group,skil
ls for
VDN: 1st,
2nd,3rd
>>=<
>=<<
=
A-Z, AA-ZZ
calls-queued in skill hunt
group,
skills for
VDN: 1st,
2nd, 3rd
pri priorities:
l = low m
=
medium
h = high t
= top
>>=
<>=
<<=
A-Z, AA-ZZ
counted-calls to vdn vdn
extension
,latest,act
ive
>,>=,<>,=, <,<= A-Z, AA-ZZ
digits >,>=,<>,=,<,<= A-Z, AA-ZZ
in table A-Z, AA-ZZ
not-in table
expected-wait for best >,>=,<>,=
,<,<=
A-Z, AA-ZZ
for call
for split hunt
group
pri priorities:
l = low, m
=
medium,
h = hight
= top
>>=
<>=
<<=
A-Z, AA-ZZ
for skill hunt
group,
skills for
VDN:1st,
2nd,3rd
holiday in table A-Z, AA-ZZ
not-in table
ii-digits >,>=, <>, =, <, <= A-Z, AA-ZZ
in table A-Z, AA-ZZ
Command syntax for vector variables
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goto step 1-99 if or
goto vector 1-8000 @ step 1-99 if
not-in table
interflow-qpos >, >=, <>, =, <, <= A-Z, AA-ZZ
oldest-call-wait in skill hunt
group,
skills for
VDN:1st,
2nd,3rd
pri priorities:
l = low, m
=
medium,
h = hight
= top
>,
>=,
<.,
=, <,
<=
A-Z, AA-ZZ
rolling-asa for skill hunt
group,
skills for
VDN:1st,
2nd,3rd
>, >=,
<., =,
<, <=
A-Z, AA-ZZ
staffed-agents in skill hunt
group,
skills for
VDN:1st,
2nd,3rd
>, >=,
<>,
=, ,,
<=
A-Z, AA-ZZ
V1-V9 >, <, =, <>, >=, <= A-Z, AA-ZZ
in table A-Z, AA-ZZ
not in table
wait- improved
for
best >, >=, <>, =.<, <= A-Z, AA-ZZ
skill hunt
group,
skills for
VDN:1st,
2nd,3rd
pri priorities:
l = low, m
=
medium,
h = hight
= top
>,
>=,
<>,
=, <,
<=
split hunt
group
Requirements and considerations for goto commands with vector
variables
The requirements and considerations for using vector variables with the goto commands are:
A vector step that uses variable parameters could display command syntax like the
following example, which tests the current number of counted calls for the active vdn to
user-defined variable G:
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goto step 4 if counted-calls to vdn active <=G
Depending on the type of variable 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.
See also:
goto step and goto vector commands on page 259
goto commands with VDN variables on page 140
route-to number command with vector variables
The following syntax rules apply when vector variables are used with route-to number
commands.
route
-to
numbe
r
up to 16 digits
(0-9)
<digits>
3
[A-Z,
AA-ZZ]
4
<digits>*<digits
>A
<digits>#<digits
>A
<digits>~p<digit
s>A
<digits>~m<digit
s>A
<digits>~s<digit
s>A
<digits>~w<digit
s>A
<digits>~W<digi
ts>A
~r
5
<digits>A
~r+
5
<digits>A
with
cov
y,n if digit >, >=, <>, =<,
<=
0-9,
#
interflow-qpos <, =, <= 1-9
unconditionally
3
<digits> notation for 0 or more digits in the range of 0-9.
4
2. Indicates that a vector variable [A-Z, AA-ZZ] can be entered here. Also shown by an A notation.
5
~r invokes Network Call Redirection over the incoming trunk. ~r+ invokes NCR with E.164 numbering notation for incoming
SIP trunking when required by the Service Provider.
Command syntax for vector variables
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Requirements and considerations for route-to command with
vector variables
The requirements and considerations for using vector variables with the route-to command
are:
A vector variable can be used in the number field as the destination address for the
route-to command alone or in combination with special character designations. When
the route-to number step with a variable is executed, the current numerical value, or
assignment of the variable, of up to 16 digits is used for the destination along with any
entered digits.
A variable can be used in place of digits with all the possible special characters and digits
can be entered ahead of the variable when needed for the application.
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 obtained from the string of digits of the
variable's current value 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.
See also:
route-to command on page 290
route-to command with VDN variables on page 142
set command with vector variables
The following syntax rules apply when vector variables are used with the set command.
set
[
variables
, digits]
=
[
operand1
] [
operator
] [
operand2
]
The following fields can consist of vector variables.
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Field Allows the following vector variables
Variables User-assigned A-Z and 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 and AA-ZZ collect vector variable. The Collect variable
type can be either global, local, or local persistent.
System-assigned A-Z and AA-ZZ vector variables, such as: ani, asaiuui,
doy, and so on.
Operand2
See also:
set command on page 305
set command with VDN variables on page 143
System-assigned vector variable types on page 104
User-assigned vector variable types on page 112
wait command with vector variables
Variable syntax for this command is supported beginning with Communication Manager 3.0.
You can use vectoring variables with this command. For more information about using vector
variables after an announcement extension, see announcement commands with VDN
variables on page 137.
The following syntax rules apply when vector variables are used with the wait command.
wait-time
[
0-999
]
sec hearing
[
A-Z, AA-ZZ
] [
music
,
ringback
,
silence
,
continue
]
See also:
wait-time command on page 319
wait command with VDN variables on page 144
Command syntax for vector variables
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VIV requirements
VIV works on all platforms and operating systems that are supported by Communication
Manager 2.0 and later. VIV also has the following licensing and system requirements:
The MultiVantage G3 Version field on theSystem-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.
Understanding local and global variables
Definition of local, global, and local persistent variables
Variable conditionals can be either local, global, or local persistent in terms of the scope of
their functionality in vectors. Depending on the variable type, the scope is global only, local
only, or either local, local persistent, or global.
Local scope
When a variable has a local scope, its value is assigned on the basis of call-specific information
and applies only in the vector that is currently processing 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 assumes the unique ASAI user data
value for each new call that is processed by that vector.
Local persistent scope
When a collect type variables scope is local persistent, (the P scope) its value is assigned
on the basis of call-specific information (the same as local scope) and applies in one or more
vectors that process the call. Unlike a local collect variable, the value assigned to a local
persistent variable persists until a call disconnects. The application continues to use the
variable and its most recently-assigned value when the call leaves vector processing but then
returns to vector processing, such as via VDN return destination or when the call is transferred
to a VDN for further processing by the answering agent.
For example, to count the VDN return destination loops, a local collect persistent variable can
be defined with a length of 1 digit in the Variables for Vectors table. The value can be
incremented every time the vector processing loops through the VDN return destination vector.
The vector that the VDN Return goes to can test that value to determine how many loops the
call has gone through.
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Global scope
Global variables have system-wide values that apply to all vectors in which they are used. For
example, the value specified for a tod (time of day) variable is provided by the system clock.
Though this value changes each minute, the value provided at any given moment is identical in
all vectors in which the variable appears.
For other variables that can have a global scope, such as collect or value variables, the value
for the variable is user-defined by a call center supervisor or administrator. In this case, the
user-defined value applies to all vectors in which the global variable may appear. The ability
to administer vector variables with user-defined values that can be applied in a system-wide
manner gives call center supervisors the ability to control call center resources and operations
in a manner that is more precise and flexible than would otherwise be possible.
About local variables
You should understand the following items about local variables:
When a variable is administered with a local scope, the value assigned to the variable is
provided from information that is specific to that call:
- Variable types that are local to the call or caller include ani, asaiuui, collect (when set
to L), 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. For more information, see asaiuui type variable on page 105.
-
About local persistent variables
You should understand the following 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.
About global variables
You should understand the following items about global variables:
Some types of global variables require you to assign values to them. The value that you
assign applies to all vector steps in which the variable is referenced, and all calls that are
executing those vector steps. When you change the value, the change is instantly
propagated to all vector steps in which that variable is referenced. This rule applies to all
Understanding local and global variables
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Call Center 6.0 June 2010 103

global variable types that allows input in theAssignment field in the Variables for Vectors
administration screen or other methods to assign a value. For more information, see
Required variable administration entries on page 120.
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 those methods to
change a variable value, theassignment field in the Variables for Vectors
administration screen is immediately updated to reflect the new variable value.
Other types of global variables use dynamic system-obtained values for which you cannot
assign specific values. This rule applies to any global variable type that does not allow
input in theAssignment field of the Variables for Vectors administration screen, such as
the time of day and day of week variable types. For more information, see Required
variable administration entries on page 120.
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 have
administered.
Related topics:
System-assigned definition on page 105
ani type variable on page 105
asaiuui type variable on page 105
dow type variable on page 107
doy type variable on page 107
stepcnt type variable on page 108
tod type variable on page 109
vdn type variable on page 110
vdntime type variable on page 111
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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:
The switch clock
The data associated with the call - such as asaiuui, ani, and so on
The processing of the call - such as stepcnt and vdntime
ani type variable
This variable provides expanded testing of the callers phone number. When you know who
called, you can reroute the call based on the callers area code, prefix, or suffix.
Scope
The scope for the ani variable is only local.
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 Where the number is routed. collect L 10 1
Variable A concatenates the incoming call to an area code. For example, if the calling ANI =
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, it can be modified or changed by an adjunct after an
adjunct-route vector step. Another way it can be changed or initially assigned is by using the
set command. See set command on page 305 for details. A common use for an asaiuui
variable in a vector step is to test the assigned value against a threshold value.
Understanding local and global variables
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Scope
The scope of asaiuui variables is only local.
Additional information
You should also understand the following items about the asaiuui variable:
A start position must be specified for the asaiuui variable.
A length value must be administered 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, than any digits that extend the specified
length are not included in the assigned value.
Example 1
The following example shows a vector step that compares an administered asaiuui variable D
to a four digit segment of the ASAI user information string that should receive 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.
Example 2
The following vector example shows how an asaiuui variable can be used to provide selective
customer treatment based on call-specific information.
In this example, a business wants to identify platinum member customers and provide them
with special call treatment by queuing them at a higher level of priority. In this scenario, ANI
data and other digits dialed by the caller are used by a CTI adjunct application 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.
Based on the account number constraints described above, the specifications that you would
provide in the for Variables for Vectors screen for the asaiuui variable are shown in the following
table:
Variable Description Type Scope Length Start
P Caller account code asaiuui L 5 4
The following example shows how the administered asaiuui variable can be applied in a vector
to implement the intended call treatment:
1. goto step 4 if P = 3???5
2. queue-to split 201 pri l
3. goto step 5 if unconditionally
4. queue-to split 201 pri m
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5. announcement 3010
6. wait-time 30 secs hearing music
In the vector example shown above, 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 it 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 the Communication Manager. .
Scope
The scope for the dow variable is global only.
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.
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 this variable are
obtained from the system clock on the Communication Manager..
Important:
You should also understand the following items about leap years and doy variables:
Leap years include an extra day (February 29). Therefore, any vectors that are initially set up in
non-leap 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 such doy variables
are included in vectors that are initially set up in leap years, they must be shifted back one day
when a non-leap year begins.
Understanding local and global variables
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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 will fail.
Scope
The scope for the doy variable is only global.
Example
In the following example vector step, if D is the doy type variable, this step verifies a day of the
year.
goto if vector 214 D = 45
This example verifies that the day is Valentines Day. January 31 plus February 14 equals 45. If
the doy is Valentines Day, the call goes to vector 214. Otherwise, the call continues processing
the next step.
stepcnt type variable
The step count (stepcnt) variable tracks the number of vector steps. Before the number of
vector steps reaches its maximum number, the call can be rerouted instead of dropped. The
stepcnt variable can also be used as a loop-control variable. By monitoring the number of
vector steps, customers can:
Reroute calls before the calls have reached the maximum limit for their system and
prevent calls from getting dropped.
Reroute calls after an action has reached a pre-determined 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 this variable type anywhere other vector variables or VDN variables are used.
Use this variable type as a threshold, conditional, or destination or data number, where
supported.
Scope
The scope for the stepcnt variable is only local.
Example
The following vector example shows how you can 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 Description Type Scope
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C Sets the step limit stepcnt L
In step 6, if the system reaches 990 or more vector steps, an announcement is played 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 24-hour time. The assigned value,
which can range from 0000 to 2359, is obtained from the Communication Manager clock. The
values assigned to this variable are obtained from the system clock on the Communication
Manager. For information about setting and maintaining the system clock, see Administering
Avaya Aura

Call Center Features and the and the Avaya Aura

Communication Manager
Feature Description.
The 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. If you want to check when the tod variable is after 12:30AM, you should compare to
0030, not 30.
Scope
The scope for the tod variable is only global.
Example
In the following example vector step, if D is the tod type variable, this step verifies the current
time of day.
goto step 32 if D >= 1655
This 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 could be an announcement step indicating that
the call center has closed.
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vdn type variable
The vdn variable applies call-specific VDN information in a way that allows you to create vectors
that are more versatile and reusable. When a vdn variable is used in a goto step, the extension
number value that is 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 that is
currently in control of the call process, and the active value represents the extension number
of the current VDN, as it is defined by VDN override settings.
You specify whether the active or latest value should be applied to vdn variables when you
administer the variable. For more information, see VIV administration on page 119.
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 administration
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.
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Figure 5: Interactions between vdn variable assignments and VDN override settings
For more information about VDN Override settings, see VDN Override.
Example
The following example shows a goto vector step that uses administered vdn variable G to
execute a branching step when VDN extension 4561 is identified:
goto step 5 if G=4561
vdntime type variable
The vdntime variable tests the time a call has been processed by the call center including any
prior time spent in a remote Communication Manager system. Administrators can 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 Look
Ahead Interflow or Best Service Routing, the time spent in the prior system is included.
Scope
The scope for the vdntime variable is only local.
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Example 1
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.
Variable Description Type Scope
T Time the call has been processed. vdntime L
In step 5, if the T variable is greater than 300 seconds, or 5 minutes, this vector transfers control
to step 1 in vector 289.
1. queue-to skill 51 pri l
2. wait 30 secs hearing ringback
3. announcement 1000
4. wait-time 60 secs hearing music
5. goto vector 289 @step 1 if T > 300
6. goto step 3 if unconditionally
Example 2
You can use this same approach in Example 1 with BSR Local Treatment vectors to break
out of 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 on .... can
be expanded for call take back as follows:
change vector 40 Page 1 of 3
CALL VECTOR
Number: 40 Name: Local BSR vector
Attendant Vectoring? n 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? n BSR? y Holidays? y
01 announcement 3000
02 consider skill 4 pri m adjust-by 0
03 consider skill 6 pri m adjust-by 0
04 consider location 1 adjust-by 10
05 consider location 2 adjust-by 10
06 queue-to best
07 announcement 3001
08 wait-time 10 secs hearing music
09 goto step 11 if T > 300
10 goto step 7 if unconditionally
11 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.
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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.
Related topics:
User-assigned definition on page 113
collect type variable on page 113
value type variable on page 117
User-assigned definition
This section describes the user-assigned vector variable types. You can change the value of
user-assigned vector variables. By contrast, the values for system-assigned 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 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 administration
table.
Note:
Use of variables with collect commands 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
administration 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. See the set
command on page 305 section for details. 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:
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Variable Descripti
on
Type Scope (L,
P, or G)
Length Start Assignm
ent
VAC
V Local
collect
variable
Collect G 2 1 14 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
For a complete description of the collect variable syntax used with the collect command,
see collect digits command on page 234. For vector examples that show how the collect
variable can be used, see Example 1 on page 115.
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. For more
information about how to set up a VDN and vector to facilitate changing of Global Collect
variable values, see the example at collect command with vector variables on page 93
and Example application using time and day variables on page 122.
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Additional information about the collect variable
You should also understand the following items about the collect variable:
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 1
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 give-away campaign
so that extra resources are shifted to more profitable sales campaigns during peak call volume
hours.
Note:
For a different application of a collect variable in a vector application, see Example
application using time and day variables on page 122.
In this example, a collect variable is used as a threshold to specify the number of calls allowed
for the give-away 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.
The specifications that you would provide in the for Variables for Vectors screen for the collect
variable used in this example are shown in the following table:
Variabl
e
Description Type Scope Length Start Assignmen
t
G Allowed calls for Give-away
campaign
collec
t
G 2 1 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. wait-time 0 secs hearing ringback
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2. goto step 4 if counted-calls to vdn active <=G
3. busy
4. queue-to skill 30 pri l
5. wait-time 10 secs hearing ringback
6. announcement 1002 [
All agents are busy, your call is important.
]
7. wait-time 60 secs hearing music
8. 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
give-away campaign.
1. wait-time 0 secs hearing ringback
2. collect 4 digits after announcement 10010 for none [
Enter your security code
]
3. goto step 7 if digits <> 1234
4. collect 2 digits after announcement 10011 for G [
Enter the number of allowed active calls.
]
5. announcement 10012 [
Your change has been accepted.
]
6. disconnect after announcement none
7. disconnect after announcement 10013 [
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 forcibly drop their calls. In the following example, a call
center has 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 may 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 would provide in the Variables for Vectors screen for the collect
variable used in this example are shown in the following table:
Variabl
e
Description Type Scope Length Start Assignmen
t
C VDN return counter for the calls collec
t
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
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
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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 will be
processed by the survey announcement in the next step.
1. wait-time 0 secs hearing ringback
2. goto step 4 if counted-calls to vdn active <=G
3. goto step 7 if C>0 [C was initialized to 0 by the vector assigned to VDN1]
4. set C = C ADD 1
5. step for connecting the caller to the survey
6. stop
7. disconnect after announcement none
value type variable
The value variable type gives you the ability to quickly change vector applications from one
operational mode to another. To implement value variables, you need to do the following:
Administer a value variable in the variable administration table. For more information, see
VIV administration on page 119.
You can administer a Feature Access Code and associate it with a Variable Access Code
(VAC) if you want to use a dial code procedure to change a variable value assignment.
VAC designations VV1 through VV9 are provided for this purpose on the FAC screen. For
more information about how to set up a FAC to use with a value variable, see Performing
optional FAC administration for value variables on page 121.
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. Otherwise, if the variable
is not associated with a FAC, you must change the variable assignment in the Variables
for Vector administration screen.
Scope
The scope of value type variables is only global.
Reason to use the value variable
One of the reasons to use the value variable is to change vector processing quickly through a
manual operation. Before the value vector variable was available, call centers used 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 then can be set by dialing the Feature
Access Code (FAC) assigned to the value type variable and entering in the value that will
change the vector processing for the calls to that vector. For example, value variable V can be
set to 0 for normal operation and then set to 1 to trigger the disaster operation using the FAC.
Additional information
You should also understand the following items about the value variable:
Association of a value variable with a FAC allows you to use the phone to access a FAC
and change the assigned variable value quickly and easily. If you do not create a FAC to
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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 a 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 (COS) screen.
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 you would use 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 you use to represent an operational mode or condition to which you
want to be able to respond as needed in your call applications. For more information, see
Example application using a value variable on page 126.
VIV interactions and considerations
VIV interactions/
Considerations
Description
Avaya CMS interactions 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 by use of
the Variables for Vectors administration table.
Also, if the CMS release is earlier than Release 12, an
attempt to administer a vector that includes one or more
vector variables generates an error message.
Note:
The specific commands for which variables are
supported, depends on the CMS and Communication
Manager release. For more information, see Command
syntax for vector variables.
Variable failure conditions When the variable conditional that is tested 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. It is important to note that a call that
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VIV interactions/
Considerations
Description
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, vdntime, and so on), 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. Thus the value determined by or assigned through
the use of 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 directly to the
ASAI UUI string using the asaiuui vector variable type.
VIV administration
This section lists the administration screens and settings that are required to administer the
VIV feature.
Note:
For most of the variable types, administration is done solely in the variables administration
table. However, a FAC administration step is also required if you want to use a FAC to change
assignments for value variables.
Related topics:
Example Variables for Vectors screen on page 119
Required variable administration entries on page 120
Performing optional FAC administration for value variables on page 121
Example Variables for Vectors screen
You use the following screen to administer vector variables. For a description of the entries
required for each variable type, see Required variable administration entries on page 120.
change variables Page 1 of x
Variables for Vectors
Var Description Type Scope Length Start Assignment VAC
A ___________________________ _______ _ __ __ ________________ ___
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B ___________________________ _______ _ __ __ ________________ ___
C ___________________________ _______ _ __ __ ________________ ___
D ___________________________ _______ _ __ __ ________________ ___
E ___________________________ _______ _ __ __ ________________ ___
F ___________________________ _______ _ __ __ ________________ ___
G ___________________________ _______ _ __ __ ________________ ___
H ___________________________ _______ _ __ __ ________________ ___
I ___________________________ _______ _ __ __ ________________ ___
J ___________________________ _______ _ __ __ ________________ ___
K ___________________________ _______ _ __ __ ________________ ___
L ___________________________ _______ _ __ __ ________________ ___
M ___________________________ _______ _ __ __ ________________ ___
N ___________________________ _______ _ __ __ ________________ ___
O ___________________________ _______ _ __ __ ________________ ___
Required variable administration entries
The following table summarizes the information required in the various fields of the Variables
for Vectors administration screen for the different types of variables.
Variable
type
Scope Length Start Assignment VAC
(Variable Access
Code)
ani Local only (L) 1 to 16
digits
(required)
start
position
from 1 to 16
(required)
Not
applicable
Not applicable
asaiuui Local only (L) 1 to 16
digits
(required)
start
position
from 1 to 96
(required)
Not
applicable
Not applicable
collect Local, Local
Persistent, or
Global
(L, P, or G,
required)
1 to 16
digits
(required)
start
position
from 1 to 16
(required)
Local and
Local
Persistent-
not
applicable
Global - 1 to
16 digits
Not applicable
dow Global only
(G)
Not
applicable
Not
applicable
Not
applicable
Not applicable
doy Global only
(G)
Not
applicable
Not
applicable
Not
applicable
Not applicable
stepcnt Local only (L) Not
applicable
Not
applicable
Not
applicable
Not applicable
tod Global only
(G)
Not
applicable
Not
applicable
Not
applicable
Not applicable
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Variable
type
Scope Length Start Assignment VAC
(Variable Access
Code)
value Global only
(G)
1 Not
applicable
1 digit (0 to
9, optional)
6
VVx (optional)
7
vdn Local only (L) Not
applicable
Not
applicable
active or
latest
Not applicable
vdntime Local only (L) Not
applicable
Not
applicable
Not
applicable
Not applicable
Performing optional FAC administration for value variables
This section describes the administration steps that you need to do if you use value variables in
your vectors and want to be able to use a FAC to change the variable assignments.
Use the following screen to administer a FAC that you can use to change value variable
assignments.
change feature-access-codes Page x of x
FEATURE ACCESS CODE (FAC)
Call Vectoring/Call Prompting Features
Converse Data Return Code: ____
Vector Variable 1 (VV1) Code: ____
Vector Variable 2 (VV2) Code: ____
Vector Variable 3 (VV3) Code: ____
Vector Variable 4 (VV4) Code: ____
Vector Variable 5 (VV5) Code: ____
Vector Variable 6 (VV6) Code: ____
Vector Variable 7 (VV7) Code: ____
Vector Variable 8 (VV8) Code: ____
Vector Variable 9 (VV9) Code: ____
To administer a FAC that you can use to change variable values:
6
If you do not assign a value in this field, a null value is specified. However, if you administer a FAC to set the variable
assignment, any value that you assign by dial code procedure is subsequently displayed in this field. For more information,
see Performing optional FAC administration for value variables on page 121.
7
You must enter a VAC value if you want to be able to use a 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 administration screen after you set up the FAC. In the FAC screen, the VVx value is displayed on the same line
as the FAC code, as described in Performing optional FAC administration for value variables on page 121. If you do not
specify a VVx value when you administer the variable, you receive an intercept tone when you attempt to dial the FAC.
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1. On the Call Vector/Call Prompting Features page of the Feature Access Codes
screen, enter a 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 # or * character 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 that
you want to associate with the FAC. For more information, see Required variable
administration entries on page 120.
VIV vector examples
This section provides more simple examples that show how vector variables can be used to
help improve call processing operations. Other examples are provided in System-assigned
vector variable types on page 104.
Related topics:
Example application using time and day variables on page 122
Example application using a value variable on page 126
Example applications using Global Collect variables on page 128
Example applications using vdn type variables on page 129
Example application using a vector variable in other commands on page 131
Example application using a vector variable in the converse-on command on page 131
Example application using time and day variables
The VIV feature provides time and day variables that you can use to enhance vector
functionality and efficiency in many different ways. The following example shows how:
You can use time of day (tod) and day of week (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 that give you the ability to reassign variable values for
opening and closing time whenever necessary, such as when a change in daylight savings
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time occurs. The new variable values are instantly propagated to any number of vectors in
which they are used.
Details for the example scenario and the steps required to implement the solution are provided
in the Related topics.
Related topics:
Scenario details on page 123
Administering the variables on page 123
Creating a vector to use the time and day variables on page 124
Creating a vector to reassign call center hours of operation on page 125
Scenario details
The example call center has the following daily hours of operation, which must be specified in
24-hour clock time:
Day of week Opening time Closing time
Monday to Thursday 0700 2300
Friday 0700 2100
Saturday and Sunday 0700 1600
Administering the variables
The specifications that you would provide in the for Variables for Vectors screen for the
variables used in this example are shown in the following table:
Variable Description Type Scop
e
Lengt
h
Start Assignment
Time of day or day of week 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
O opening time, all days of
week
collect G 4 1 0700
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Variable Description Type Scop
e
Lengt
h
Start Assignment
L
8
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
Creating a vector to use the time and day variables
The following vector example shows how the tod and dow variables can tested against call
center business hours so that call processing is controlled in an appropriate manner.
1. goto step 30 if T < O [if tod is earlier than 0700 hours, go to out of hours
treatment]
2. goto step 8 if T < W [if tod is earlier than 1600 (earliest possible closing
time), working hours apply. Continue with step 8]
3. goto step 30 if D = 1 [if dow is Sunday, go to out of hours treatment]
4. goto step 30 if D = 7 [if dow is Saturday, go to out of hours treatment]
5. goto step 8 if T < F [if tod is earlier than 2100 (Friday close time), working
hours apply.]
6. goto step 30 if D = 6
[if tod is later than 2100 (as determined by preceding
step), and dow is Friday, go to out
of hours treatment]
7. goto step 30 if T > L
[if tod is later than 2300, go to out of hours treatment]
8. goto step 31 if holiday in table 8
[based on outcome of all preceding steps,
working hours apply
unless today is a holiday]
9. announcement 16549
[
Please wait for the next available agent.
]
10. consider skill 80 pri m adjust by 0
11. consider location 16 adjust by 10
12. queue-to best
13. goto step 30 if staffed agents in skill 80 = 0
14. wait-time 2 secs hearing silence
....
....
30. announcement 18465
[
Please call again during regular business hours.
]
31. closed for holiday treatment
8
In the current example, the 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 Latest possible closing time.
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In the preceding vector example, the tod, dow and Global Collect variables control the flow of
the call process by testing 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 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, 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.
Creating a vector to reassign call center hours of operation
As described in Creating a vector to use the time and day variables on page 124, tod and dow
variables can be tested against collect variables that specify call center opening and closing
times for different days of the week. Because Global Collect variables are used to specify these
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.
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Note:
You would need to create other vectors like this one for each of the Global Collect variables
that you use to set call center opening and closing times.
VDN 1
1. wait-time 0 secs hearing ringback
2. collect 5 digits after announcement 17000 for none [
Please enter your security code.
]
3. goto step 6 if digits <> 12345
4. collect 4 digits after announcement 17001 for O [
Please enter your daily opening
time.
]
5. disconnect after announcement 17006 [
Your change is accepted.
]
6. disconnect after announcement 17010 [
You have entered an invalid
security code.
]
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 of the potential uses for value variables
is to allow multiple call applications to be quickly switched from one operational mode to
another. Such a rapid switchover capability can be useful for businesses whose operations
may be impacted by unpredictable events. For example, a public utility might desire a
switchover 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 switchover need,
you could administer both a value variable and an associated FAC, as described in the related
topics.
Related topics:
Administering a FAC code to use with a value variable on page 126
Administering the value variable on page 127
Using the value variable in multiple vectors on page 127
Administering a FAC code 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 the FAC.
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Note:
When you administer the FAC for the variable, note the VVx number associated with the
new FAC. The VVx value must be provided in theVAC field on the Variables for Vectors
screen, as described in Administering the value variable on page 127.
change feature-access-codes Page x of x
FEATURE ACCESS CODE (FAC)
Call Vectoring/Call Prompting Features
Converse Data Return Code: ____
Vector Variable 1 (VV1) Code:
*23
Vector Variable 2 (VV2) Code: ____
Vector Variable 3 (VV3) Code: ____
Vector Variable 4 (VV4) Code: ____
Vector Variable 5 (VV5) Code: ____
Vector Variable 6 (VV6) Code: ____
Vector Variable 7 (VV7) Code: ____
Vector Variable 8 (VV8) Code: ____
Vector Variable 9 (VV9) Code: ____
Administering the value variable
After you set up a FAC to use with the value variable, you need to administer the Variables for
Vectors screen to set up the value variable associated with the FAC.
Variabl
e
Description Type Scop
e
Length Star
t
Assignme
nt
VA
C
S Switchover for blizzard value G 1 1 VV
1
In the variable administration specifications shown above, verify that the VAC code has the
same value that appears with the code number on the FAC administration screen. If a VAC
entry is not provided, you receive an intercept tone when you dial the FAC.
Using 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 switchover conditions.
The following vector step can be used in multiple vectors to implement the change in
operational mode:
1. goto vector 123 @step 1 if S = 2
In this example, the default value for the switchover variable is administered with a value
assignment of 1, to denote normal operational modes. When a switchover due to blizzard
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conditions is required, the call center administrator dials *23 to access the FAC and enters the
digit 2 to indicate that switchover 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 a Feature Access Code 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 a Feature Access
Code.
Global Collect variables offer many advantages over the Value variable, including:
Global Collect variables are not limited to nine Feature Access Codes.
The ability to add a Security Code to prevent malicious or accidental changes to the call
flows.
Creation of a VDN/vector menu that could prompt for the variable to change (multiple
variables via one VDN).
Call flow routing can be changed remotely by calling the VDN rather than via Remote
Access to dial an FAC.
Additional features such as feedback announcements and confirmation.
The general functionality of the vectors used in the following examples is available with CM2.0
or later. The vector comment steps require CM4.0 or later. The VDN variables (for example,
V1 V5) are available with CM3.0 or later.
Related topics:
Verifying a password and then changing a value on page 128
Adding change confirmation on page 129
Verifying a password and then changing a value
For this example, assume that Global collect variable A is used in Call Center vectors to
control the flow that a call might experience. The variable is assigned on the change variable
form and is given a type of collect and a scope of G for Global. The other settings depend
on how the variable will be used. Typically the length will be 1 to 16 with a start position of 1.
The vector prompts the user for a 16 digit password. This 16 digit password is compared to
the expected value that is contained on the Active VDN as VDN variable V2. Step 8 prompts
the user to enter new value for Variable A. The announcement could be recorded to list the
expected values along with their use.
This example illustrates one approach to accomplishing these tasks. The vector flow could
also be written using vector subroutines for entry confirmation.
01 wait-time 2 secs hearing ringback
02 # Entry and Validation of Security Code
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03 collect 16 digits after announcement V1 for none
04 goto step 6 if digits = V2
05 disconnect after announcement none
06 # This vector modifies the value of Variable A for global call flow
07 # control. Enter 111-Normal Ops, 222-Evacuation, 333-Severe Impairment
08 collect 3 digits after announcement V3 for A
09 # Goodbye
10 stop
Adding 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 wait-time 2 secs hearing ringback
02 # Entry and Validation of Security Code
03 collect 16 digits after announcement V1 for none
04 goto step 6 if digits = V2
05 disconnect after announcement none
06 # This vector modifies the value of Variable A for global call flow
07 # control. Enter 111-Normal Ops, 222-Evacuation, 333-Severe Impairment
08 # or Enter 000 to exit
09 collect 3 digits after announcement V3 for B
10 goto step 32 if B = 000
11 # Play announcement to inform user what value they entered.
12 goto step 15 if B <> 111
13 announcement 61111
14 goto step 24 if unconditionally
15 goto step 18 if B <> 222
16 announcement 61112
17 goto step 24 if unconditionally
18 goto step 21 if B <> 333
19 announcement 61113
20 goto step 24 if unconditionally
21 # Non-valid digit string was entered announcement, please try again
22 announcement 61114
23 goto step 9 if unconditionally
24 # Please confirm that this is the desired value 0-no, 1-yes
25 collect 1 digits after announcement 61115 for none
26 goto step 30 if digits <> 1
27 set A = B ADD none
28 # Play announcement that value was changed and then disconnect.
29 disconnect after announcement 61116
30 # Value was not confirmed or incorrect - try again
31 goto step 9 if unconditionally
32 disconnect after announcement none
Example applications using vdn type variables
The vdn variable type can be used to reduce the number of vectors required to provide
differential treatment to specific service VDNs. The following examples show different ways to
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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 would provide in the Variables for Vectors
screen for a vdn type variable that are used in the vector examples in this section.
Variable Description Type Scope Length Start Assignment
Y VDN for DNIS testing vdn L 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. goto step 3 if Y <> 1001
2. announcement 2001
3. goto step 5 if Y <> 1002
4. announcement 2002
5. goto step 7 if Y <> 1003
6. announcement 2003
7. goto step 9 if Y <> 1004
8. announcement 2004
9. queue-to skill 50
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 next 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. wait 0 secs hearing ringback
2. goto step 4 if Y = 4561
[VDN for 800 number callers]
3. announcement 2700 [
Our store is located at 1300 West 120th Avenue.
]
4. queue-to skill 30 pri l
5. wait-time 5 secs hearing ringback
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
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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 though 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.
The following shows the specifications that you would provide in the Variables for Vectors
screen for variable R.
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 should be put
in queue for handling at the current location.
1. wait-time 0 secs hearing ringback
2. goto step 8 if staffed-agents in skill 22 < 100
3. queue-to skill 22 pri l
4. wait-time 6 secs hearing ringback
5. announcement 2001
6. wait-time 60 secs hearing music
7. goto step 3 unconditionally
8. route-to number R
9. 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 (out-pulse) to
the VRU or IVR allows the 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 interfaced application or with assignment using the set command. For this
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example, variable D forwards numerical account code data of up to 6-digits provided by an
ASAI application.
The following shows the specifications that you would provide in the Variables for Vectors
screen for variable D.
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. wait-time 0 secs hearing music
2. converse-on skill 30 pri l passing vdn and D
3. collect 5 digits after announcement none for
4. 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. See Call flow and specifications
for converse - VRI calls in the Avaya Aura

Call Center Feature Reference document for details

on data passing and data return functions.
Troubleshooting vector variables
This section includes information which may assist you to troubleshoot Variables in Vectors
implementations.
Useful commands
You can use the following commands to help analyze vector variable operations:
list trace vector/vdn xx - When you use a list trace command to analyze vector
operations, the current values assigned to the variables used in vector steps are displayed
in the report.
list usage variables [x] - This command provides a list of all vectors that use
variables and specifies which administered variable is used in each vector. You can
optionally filter the list if you include a specific (A-Z, AA-ZZ) administered variable.
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Variable-related vector events
The following vector events are associated with vector operations:
Event type 37: collect digits for variable error
Event type 38: variable not defined
Event type 213: No digits in variable
For more information, see Vector events on page 353.
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Variables in Vectors
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Chapter 7: VDN variables
Description of VDN variables
VDN variables provide more opportunities for VDNs to use less vectors by sharing over
applications.
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.
Related topics:
Reason to use VDN variables on page 135
Reason to use VDN variables
You can create general-purpose vectors that support multiple applications with call-wait
treatments that are tailored to the application.
Call centers have many vectors that use the same basic call flow but are unique because each
require unique announcements, route-to destinations, holiday tables, vector routing table
indexes, and conditional limits. The VDN variables allow you to create a generic call flow vector.
The unique items are now designated on the VDN screen using VDN variables. VDN variables
can drastically reduce the number of vectors needed, ensure common flows, and ease
administration during crisis times when the flows need to change due to an unforeseen event.
Unforeseen events can include problems with trunking, staffing, or messaging.
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VDN variable fields
Each VDN variable field has a maximum 15-character description and a maximum 16-digit
assignment as described in the following table.
Var Description Assignment
V1 ABCDEFGHIJKLMNO 1234567890123456
V2 .. V9 ABCDEFGHIJKLMNO 1234567890123456
The description field allows users to describe the VDN variable using up to 15 characters.
The assignment field assigns an up to 16-digit unvalidated integer number to the VDN
variable. Each digit entry can be:
0 - 9
Left blank
Where to use VDN variables
You can use the VDN variables in all vector commands that support vector variables except
as a for parameter with the collect-digits command. This consists of the following
commands:
announcement commands with VDN variables
converse-on command with VDN variables
disconnect command with VDN variables
goto commands with VDN variables
route-to command with VDN variables
set command with VDN variables
wait command with VDN variables
Related topics:
announcement commands with VDN variables on page 137
converse-on command with VDN variables on page 138
disconnect command with VDN variables on page 140
goto commands with VDN variables on page 140
route-to command with VDN variables on page 142
set command with VDN variables on page 143
wait command with VDN variables on page 144
VDN variables
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announcement commands with VDN variables
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 announcement
commands.
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
]
Where to use VDN variables
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Related topics:
Requirements and considerations for using VDN variables in announcements on page 138
Requirements and considerations for using VDN variables in announcements
The requirements for using VDN variables after the announcement extension are:
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 calls active VDN and used as the announcement extension number.
The number must be a valid announcement extension assigned on the Audio/
Announcement screen.
See also:
announcement command for Call Vectoring on page 219
announcement commands with VDN variables on page 137
converse-on command with VDN variables
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
,
9
A valid hunt group is a vector-controlled ACD split or skill assigned on a Hunt Group
screen.
VDN variables
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h
,
t
]
passing
[
data1
]

and
[
data2
]
10
converse-on

split
[
hunt group
]
9

pri
[
l
,
m
,
h
,
t
]
passing
[
V1-V9
]
and
[
V1-V9
]
See also:
converse-on command on page 244
converse-on command with vector variables on page 94
10
You can use a VDN variable only in data1, only in data2, or in both.
Where to use VDN variables
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disconnect command with VDN variables
You can use VDN variables with the disconnect command after an announcement extension.
For more information about using VDN variables after an announcement extension, see
announcement commands with VDN variables on page 137.
The following syntax rules apply when using VDN variables with the disconnect command.
disconnect after announcement
[
V1-V9
]
See also:
disconnect command for Call Vectoring on page 256
disconnect command with vector variables on page 96
goto commands with VDN variables
The following syntax rules apply when using VDN variables with goto commands.
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,skills
for VDN:
1st, 2nd,
3rd
<, >=, <>,
=, <, <=
V1-V9
calls-queued in skill hunt group,
skills for
VDN:1st,
2nd, 3rd
pri priorities:l
= low, m =
medium, h
>, >=, <>,
=, <, <=
V1-V9
VDN variables
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goto step 1-99 if or
goto vector 1-2000 @ step1-99 if
= high, t =
top
counted-calls to vdn vdn
extension,
latest,
active
>, >=,<>, =, <, <= V1-V9
digits >, >=,<>, =,
<, <=
V1-V9
in table V1-V9
not-in table
expected-wait for best >, >=, <>, =,
<, <=
V1-V9
for call
for split hunt group pri priorities: l
= low, m =
medium, h
= high, t =
top
>, >=, <.,
=, <,<=
V1-V9
for skill hunt group,
skills for
VDN: 1st,
2nd, 3rd
holiday in table V1-V9
not-in table
ii-digits >, >=, <>, =,
<, ,=
V1-V9
in table V1-V9
not-in table
interflow-qpos >, >=, <>, =,
<, <=
V1-V9
oldest-call-
wait
in skill hunt
group,skills
for VDN:
1st, 2nd,
3rd
pri priorities: l
= low, m =
medium, h
= high, t =
top
>, >=, <>,
=<, <=
V1-V9
rolling-asa for skill hunt
group,skills
for VDN:
1st, 2nd,
3rd
>, >=, <>,
=, <,<=
V1-V9
staffed-agents in skill hunt
group,skills
for VDN:
>, >=, <>,
=, <, <=
V1-V9
Where to use VDN variables
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goto step 1-99 if or
goto vector 1-2000 @ step1-99 if
1st, 2nd,
3rd
V1-V9 >, <, =, <.,
>=, <=
V1-V9
in table V1-V9
not in table
wait-improved for best >, >=, <>, =,
<, <=
V1-V9
wait-
improved for
best >, >=, <>, =, <, <= V1-V9
skill hunt
group,skills
for VDN:
1st, 2nd,
3rd
pri priorities: l
= low, m =
medium, h
= high, t =
top
>, >=, <>,
=<, <=
split hunt group
See also:
goto step and goto vector commands on page 259
goto commands with vector variables on page 96
route-to command with VDN variables
Variable syntax for the route-to command is supported for Communication Manager 2.1 or
later.
The following syntax rules apply when VDN variables are used with route-to number
commands.
route
-to
numb
er
V1-
V9,~r[V1-
V9]
11
with
cov
y, n
(y=ye
s,
n=no)
if digit >, >=, <>, =<,
<=
0-9, #
interflow-
qpos
<
<, =, <=
1-9
unconditionally
11
When the specified number is preceeded by ~r, Network Call Redirection is attempted.
VDN variables
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Related topics:
Requirements and considerations for route-to command with VDN variables on page 143
Requirements and considerations for route-to command with VDN variables
The requirements and considerations for using VDN variables with the route-to command
are:
A variable can be used 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, or assignment, of up to 16 digits is used for the destination.
If the variable is not defined, 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 obtained from the string of digits of the variable's current value 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.
See also:
route-to command on page 290
route-to command with VDN variables on page 142
set command with VDN variables
The following fields allow VDN variables with the set command.
set [
variables
12
, digits] = [
operand1
] [
operator
] [
operand2
]
You can use VDN variables in the following fields:
Operand1
Operand2
12
A user-assignable vector variable only.
Where to use VDN variables
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See also:
set command on page 305.
set command with vector variables.
wait command with VDN variables
You can use VDN variables with the wait command as an announcement extension. For more
information about using variables after an announcement extension, see announcement
commands with VDN variables on page 137.
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
]
See also:
wait-time command on page 319
wait command with vector variables on page 101
VDN variables
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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 Company, XYZ Company, and JYK Company. 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.
VDN VDN description V1 VDN variable
assignment
Announcement to be
played
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. wait-time 0 secs hearing ringback
2. queue-to skill 10 pri l
3. announcement V1
4. wait-time 60 secs hearing music
5. announcement 3010 [
All our agents are still busy
]
6.
Case studies
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Combining values in VDN variables to expand capacity
Business case
In this case study, the XYZ company has a separate vector for every application handled in
their call center. Using VDN variables, they can consolidate similar vectors that are each
reached by a different VDN, into one vector. They plan to use the newly-freed vectors for other
applications. They have a problem in that the number of different parameters or values they
need assigned to the VDNs as VDN variables exceeds the limit of five variables.
This 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 their component
parts, and assigned to vector variables in the common vector for each of the vector commands
when needed.
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
9. route-to number 2001 [LAI looking for an available agent at location 1]
10. route-to number 2002 [LAI looking for an available agent at location 2]
11. route-to number 2003 [LAI looking for an available agent at location 3]
12. goto step 7 unconditionally
13. messaging skill 210 for extension 5001
VDN variables
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Assigning parameters
These are the parameters that need to be assigned for three VDNs. The parameters appear
in the vector in the same order as described in this 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 (1st) 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 (2nd) 210 310 410
messaging mailbox extension 5001 5002 5003
Grouping parameters
One way to combine the parameters is to group them by function. For example, combine all
announcements into one VDN variable. The following table describes this approach.
VDN variable Parameter VDN 1 VDN 2 VDN 3
V1 announcement extension
1 for collect step
1001 1010 1100
announcement 2 1002 1012 1102
audio source 3 for wait
command
1003 1013 1103
V2 VR table 1 for digits 11 21 31
VR table 2 for ani 12 22 32
V3 route-to destination 1 2001 3001 4001
route-to destination 2 2002 3002 4002
route-to destination 3 2003 3003 4003
Combining values in VDN variables to expand capacity
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VDN variable Parameter VDN 1 VDN 2 VDN 3
V4 messaging mailbox
extension
5001 5002 5003
Skill
preferences
queuing skill (1st) 100 200 300
messaging skill hunt
group (2nd)
210 310 410
Assigning 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.
Separating the parameters and assigning them 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 them 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
VDN variables
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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
Defining the 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.
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
Separating each VDN variable
Vector 2 is the subroutine vector. Vector 2 separates each of the VDN variables into component
parts.
Vector 2
1. set A = V1 SEL 12 [A = 1001 when V1 = 100110021003 since A being of length 4 is
assigned only the leftmost 4 digits]
2. set B = V1 SEL 8 [B = 1002 since SEL selects 10021003 and B being of length 4 is
assigned only the leftmost 4 digits]
3. set C = V1 SEL 4 [C = 1003 since SEL selects the rightmost 4 digits]
4. set D = V2 SEL 4 [D = 11 when V2 = 1112 since D being of length 2 is assigned only
the leftmost 2 digits]
5. set E = V2 SEL 2 [E = 12 since SEL selects the rightmost 2 digits]
6. set F = V3 SEL 12 [this step and following functions the same as for A, B, and C]
7. set G = V3 SEL 8
8. set H = V3 SEL 4
Combining values in VDN variables to expand capacity
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Summary
This case study described how to use the V1 through V3 VDN variables to support eight
parameters. It also described how to use V4 for another parameter that also needed to be
passed with the active VDN for the call. This approach supported nine parameters with four
VDN variables while keeping V5 as a spare. This approach can be expanded to handle even
more parameters when needed. Since the A through H vector variables are local variables,
they can be reused in other vectors applications that have similar string lengths.
VDN variables
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Chapter 8: Vector subroutines
Overview of 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 S8500 and S8700 platforms
400 for S8300 platforms
Related topics:
Reason to use vector subroutines on page 151
Reason to use vector subroutines
Vector subroutines allow you to 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 would have to repeat the step. Subroutines also:
Free up more steps per vector by removing duplication
Allow unused steps at the end of vectors to be used for subroutines, thus expanding vector
capacity
Reduces administration - you can make changes to only one vector subroutine that is
referenced by many vectors, such as changing office hours or wait treatment
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The goto vector command and subroutines
The goto vector command allows branching 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 that 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. Any changes or additions stay with the call when the call returns to the calling
vector.
The @step parameter
Use the @step parameter with all supported 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:
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 gotovector 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.
Vector subroutines
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Example 1: Test for working hours
The XYZ Retail Stores call center has a large number of vectors that check whether 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.
This call center now needs to make a change in only one place instead of in every vector,
saving them changes to possibly hundreds of vectors.
Related topics:
Incoming call processing vector example on page 153
Checking working hours subroutine vector on page 153
Incoming call processing vector example
The following example provides a typical incoming call processing vector.
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.
Checking working hours subroutine vector
The following example shows a subroutine vector that checks working hours.
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
Example 1: Test for working hours
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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.
]
Vector subroutines
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Chapter 9: ANI /II-digits routing and Caller
Information Forwarding (CINFO)
ANI /II-digits routing and Caller Information Forwarding
(CINFO)
The ANI (Automatic Number Identification) and II-digits (Information Indicator Digits) Call
Vectoring features help you to make vector routing decisions based on caller identity and the
of originating line. Caller Information Forwarding (CINFO) makes it possible for you to collect
caller entered digits (ced) and customer database provided digits (cdpd) for a call from the
network.
When ANI and II-digits are provided with an incoming call to a VDN, they are sent to Avaya
Call Management System (CMS) when vector processing starts. ANI, II, and CINFO digits are
forwarded with interflowed calls. ANI and II-digits are also passed over the Adjunct Switch
Application Interface (ASAI) in event reports.
Related topics:
CINFO command sets on page 155
ANI routing on page 156
II-digits routing on page 159
Caller Information Forwarding on page 165
CINFO command sets
The following table lists the commands that are used by ANI, II-digits, and CINFO digits.
Command
category
Action taken Command
Branching / Programming
Go to a vector step (ANI, II-digits).
Go to a vector step that is based on ced or cdpd
(CINFO digits).
goto step
Go to another vector (ANI, II-digits). goto vector
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Command
category
Action taken Command
Go to another vector based on ced or cdpd.
(CINFO digits).
Information Collection
Pass ANI to a Voice Response Unit.
Pass ced and cdpd to a Voice Response Unit
(CINFO).
converse-on
Collect ced and cdpd from a network ISDN
SETUP message.
collect digits
Routing
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
adjunct that is based on ced or cdpd.
adjunct-routing
ANI routing
ANI provides information about the caller 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,
and is supported with ISDN or SIP trunks.
Related topics:
ANI basics on page 156
Use of ANI with vector routing tables example on page 158
Use of ANI with vector routing tables on page 158
ANI basics
Calling Party Number (CPN) and Billing Number
ANI is based on the Calling Party Number (CPN). It is not always identical to the Billing Number.
For example, if the call is placed by a user from a switch, the CPN can be either the switch-
based billing number or the station identification number.
ANI /II-digits routing and Caller Information Forwarding (CINFO)
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String length
The ANI routing digit string can contain up to 16 digits. This supports international applications.
However, ANI information in North America contains only 10 digits.
Call types that use ANI
The following call types have ANI values associated with them:
Incoming ISDN-PRI calls that send ANI
Incoming SIP calls that send SIP contact headers
Incoming R2-MFC signaling calls that send ANI
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 that call.
Use of wildcards
The ANI value that is specified for a goto step can include the + and/or the ? wildcards. The +
represents a group of zero or more digits and can be used only as the first or last character of
the string. The ? represents a single digit. Any number of the wildcard can be used at any
position in the digit string.
Use with vector routing tables
ANI data can be tested against ANI numbers provided in vector routing tables. For more
information, see Use of ANI with vector routing tables on page 158.
EAS agent calls
When an EAS agent makes a call to a VDN, the agents login ID is used as the ANI instead
of the number of the physical terminal.
Internal transfer to VDN
When a call is transferred internally to a VDN, the following outcomes can occur:
If the transfer is completed before the call reaches the ANI conditional, the ANI value of
the originator of the call is used.
If the transfer is completed after the call reaches the ANI conditional, the ANI value of the
terminal that executes the transfer is used.
Tip:
To ensure that the originators ANI 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.
ANI /II-digits routing and Caller Information Forwarding (CINFO)
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Use of ANI with vector routing tables example
The following vector example shows several applications of ANI Routing.
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 ANI associated with them are routed to an operator. Step 3
routes calls from a specific telephone to a specified extension. Step 4 routes local calls, which
are calls with 7 or fewer digits, to a different vector. Steps 5 and 6 route calls from area codes
212 and 202 to a different vector. Calls that are not rerouted by the previous steps are then
queued.
Use of ANI with vector routing tables
You can test ANI against entries in a Vector Routing Table. Vector Routing Tables 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 example Vector Routing Table shown below includes various area codes for the state of
California.
VECTOR ROUTING TABLE
Number: 6 Name: California Sort? n
1: 714+ 17: _______
2: 805+ 18: _______
3: 619+ 19: _______
4: 707+ 20: _______
5: 209+ 21: _______
6: 310+ 22: _______
7: 213+ 23: _______
8: 408+ 24: _______
9: 510+ 25: _______
10: 818+ 26: _______
11: 909+ 27: _______
12: 916+ 28: _______
13: 415+ 29: _______
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The following vector example shows how calls can be routed based on information provided
in the Vector Routing Table shown above.
1. announcement 45673
2. goto step 9 if ani = none
3. goto vector 8 if ani in table 6
4. queue-to split 5 pri l
5. wait-time 10 seconds hearing ringback
6. announcement 2771
7. wait-time 10 seconds hearing music
8. goto step 6 if unconditionally
9. route-to number 0 with cov y if unconditionally
In the example vector shown above, if no ANI is available for the call, it is routed to an operator.
If the first three numbers match an area code from table 6, the call is routed to vector 8. All
other calls are queued.
II-digits routing
II-digits provide information about the originating line for a call. This information can be used
for a variety of purposes, such as:
Help detect fraudulent orders for catalog sales, travel reservations, money transfers,
travelers checks, and so forth
Assign priority or special treatment to calls that are placed from pay telephones, cellular
telephones, motel telephones, and so forth. For example, special priority could be given
by an automobile emergency road service to calls that are placed from pay telephones
Detect calls placed from pay telephones when it is the intention of the caller to avoid 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
Related topics:
II-digits basics on page 159
II-digits codes on page 160
II-digits routing example on page 165
II-digits basics
String description II-digits is a 2-digit string that is provided for an incoming call by
ISDN PRI. 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
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features to provide information about call origination. R2-MFC 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 will not match the digit string 2 in a vector
step.
Use with a vector
routing table
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 II-digits
The following calls have II-digits values associated with them:
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 (DCS over PRI) does.
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 is completed before the call reaches the II-digits
conditional, the II-digits value of the originator of the call is used.
If the transfer is completed after the call reaches the II-digits
conditional, the II-digits value of the terminal that is 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 originators 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.
II-digits codes
The following table lists the current assignments for II-digits.
ANI /II-digits routing and Caller Information Forwarding (CINFO)
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Note:
II-digit assignments are maintained by the North American Numbering Plan Administration
(NANPA). To obtain the most current II digit assignments and descriptions, go to:
http://www.nanpa.com/number_resource_info/ani_ii_assignments.html
Table 8: 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 will cause 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 Operator Services System, the
calling number may be verbally obtained and manually recorded. If manual
operator identification is not available, the receiving switching system (e.g., an
interLATA carrier without operator capabilities) may reject the call.
03-05 Unassigned
06 Station Level Rating - The 06 digit pair is used when the customer has subscribed
to a class of service in order to be provided with real time billing information. For
example, hotel/motels, served by PBXs, receive detailed billing information,
including the calling partys room number. When the originating switching system
does not receive the detailed billing information, e.g., 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 and/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/account identification.
07 Special Operator Handling Required - calls generated from stations that require
further operator or Operator Services System screening are accompanied by the
07 code. The code is used to route the call to an operator or Operator Services
System for further screening and to determine if the station has a denied-
originating class of service or special routing/billing procedures. If the call is
unauthorized, the calling party will be 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
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II-digits Description
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.
21-22 Unassigned
23 Coin or Non-Coin - on calls using database access, e.g., 800, ANI II 23 is used
to indicate that the coin/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 would otherwise indicate that the non-coin status is known, i.e.,
00, or when there is ANI failure. ANI II 23 may be substituted for a valid 2-digit
ANI pair on 0-800 calls. In all other cases, ANI II 23 should 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 may 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 Plain Old
Telephone Service (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. Thus, Code 24 indicates that this is 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 Plain Old
Telephone Service (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 will be replaced with Code 25 under the above 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/Inmate Service - the ANI II digit pair 29 is used to designate lines within a
confinement/detention facility that are intended for inmate/detainee use and
require outward call screening and restriction (e.g., 0+ collect only service). A
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II-digits Description
confinement/detention facility may be defined as including, but not limited to,
Federal, State and/or Local prisons, juvenile facilities, immigration and
naturalization confinement/detention facilities, etc., which are under the
administration of Federal, State, City, County, or other Governmental agencies.
Prison/Inmate Service lines will be identified by the customer requesting such call
screening and restriction. In those cases where private pay stations are located
in confinement/detention facilities, and the same call restrictions applicable to
Prison/Inmate Service required, the ANI II digit for Prison/Inmate Service will
apply if the line is identified for Prison/Inmate Service by the customer.
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 should be used:
30 - Intercept (blank) - for calls to unassigned directory number (DN)
31 - Intercept (trouble) - for calls to directory numbers (DN) 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 may change the standard ANI digits to 34, before
outpulsing the sequence to the IC, when the Telco performs all call handling
functions, e.g., 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 customers
class of service and the service area of the call party. When these calls are routed
to the interexchange carrier using a combined WATS-POTS trunk group, it is
necessary to 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 (i.e., a line for which there are no billing restrictions). Accordingly,
if no request for alternate billing is made, the call will be billed to the calling line.
61 Cellular/Wireless PCS (Type 1) - The 61 digit pair is to be forwarded to the
interexchange carrier by the local exchange carrier for traffic originating from a
cellular/wireless PCS carrier over type 1 trunks. (Note: ANI information
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II-digits Description
accompanying digit pair 61 identifies only the originating cellular/wireless PCS
system, not the mobile directory placing the call.
62 Cellular/Wireless PCS (Type 2) - The 62 digit pair is to be forwarded to the
interexchange carrier by the cellular/wireless PCS carrier when routing traffic over
type 2 trunks through the local exchange carrier access tandem for delivery to the
interexchange carrier. (Note: ANI information accompanying digit pair 62
identifies the mobile directory number placing the call but does not necessarily
identify the true call point of origin.)
63 Cellular/Wireless PCS (Roaming) - The 63 digit pair is to be forwarded to the
interexchange carrier by the cellular/wireless PCS subscriber roaming in another
cellular/wireless PCS network, over type 2 trunks through the local exchange
carrier access tandem for delivery to the interexchange carrier. (Note: Use of 63
signifies that the called number is used only for network routing and should not
be disclosed to the cellular/wireless PCS subscriber. Also, ANI information
accompanying digit pair 63 identifies the mobile directory number 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/
motel. The transport carrier can use this indication, along with other information
(e.g., whether the call was dialed 1+ or 0+) to determine the appropriate billing
arrangement (i.e., bill to room or alternate bill).
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 should not be allowed and additional
screening, if available, should 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
coinless 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 these lines.
71-79 Unassigned
80-89 Reserved for Future Expansion to 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
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II-digits routing example
The following vector example shows branching calls that use II-digits to route to different VDNs.
Note:
In this example, VDN override is set to yes on the called VDN. In this way, the VDN name
or VDN of Origin Announcement 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
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 shown above, 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 II-digits to various extensions.
Caller Information Forwarding
The Caller Information Forwarding (CINFO) feature allows you to associate Caller entered
digits (ced) and customer database provided digits (cdpd) 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.
This section includes the following topics:
CINFO basics
CINFO vector example on page 167
CINFO interactions on page 168
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CINFO basics
UEC IE storage
When an ISDN call is received from either the AT&T network or a tandemed PRI call, the
Communication Manager stores the Codeset 6 User Entered Code Information Element (UEC
IE) when it contains the ced and/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, the system retrieves the ced
or cdpd and places them in the collected digits buffer. Any digits that were 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, the 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.
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...
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route-to digits
route-to number ... if digit...
Tip:
You can use the CALLR INFO button on the telephone to display ced and cdpd information
just like 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 is completed before the call reaches the CINFO conditional, the CINFO
value of the originator of the call is used.
If the transfer is completed after the call reaches the CINFO conditional, the CINFO value
of the terminal that executes the transfer is used.
Tip:
To ensure that the originators 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.
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). These digits are conveyed in the call
ISDN message to the Communication Manager and then made available to collect digits
vector steps. ced and cdpd are both used to determine routing for the call.
1. wait-time 2 secs hearing silence
2. collect ced digits
3. goto step 7 if digits = 1
4. goto step 11 if digits = 2
5. route-to number 0 with cov n if unconditionally
6. stop
7. collect cdpd digits
8. route-to digits with coverage n
9. route-to number 0 with cov n if unconditionally
10. stop
11. queue-to split 6 pri m
12. wait-time 10 secs hearing ringback
13. announcement 2564
14. wait-time 20 secs hearing music
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15. goto step 13 if unconditionally
16. route-to number 0 with cov n if unconditionally
In this vector, step 1 provides a wait-time step in case calls will be 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 that was received. 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
This section describes CINFO interactions with other features and applications.
ASAI
ced and cdpd can be passed to an ASAI adjunct as collected digits with the adjunct
routing link command and other event reports. ASAI will pass a maximum of 16 digits.
If a touch-tone 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 that are 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. When CINFO digits are provided to an ASAI adjunct they
are provided in the same manner as any other collected digits from a vector.
The Call Offered to (VDN) Domain Event Report will contain the digits from the most recent
collect ced or collect cdpd vector step.
Best Service Routing (BSR)
BSR digits are included with the call if a multi-site BSR application routes the call to another
Communication Manager.
CMS
The Vectoring (CINFO) customer option is not required for ced or cdpd to be passed to CMS.
Any version of the CMS will accept 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
CINFO digits are included with the call if Look-Ahead Interflow routes the call to another
Communication Manager.
Transfer
If a call is transferred from the Communication Manager, CINFO digits are lost. If a call is
transferred to an internal extension, CINFO digits are retained.
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Important:
If a call is transferred to a VDN, the CINFO digits should not be collected until the transferring
party has had time to complete the transfer. Therefore, when transfers are likely, an
appropriate wait-time step should be included before the collect step.
ANI /II-digits routing and Caller Information Forwarding (CINFO)
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Chapter 10: Multi-national Calling Party
Number (CPN) prefixes
About multi-national Calling Party Number (CPN) prefixes
The Calling Party Number (CPN) that accompanies a call can be used for a variety of purposes,
including telephone display, routing, billing, and screen pop 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 these
two locations will each begin with the same digits. The prefix in a multinational CPN helps
differentiate between local/national and 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 these digits are
typically 0 and 00. When these values are administered in Communication Manager, they are
included as part of the CPN and can be displayed on an agent's telephone 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. This option can be set on a system-
wide basis, and overridden, if desired, 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 pertinent language. For example, if a
customer from Germany calls in 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 might be given priority over a national call to save
toll charges.
Screens and fields used to administer multi-national CPN
prefix
The following screens and fields are required to administer the multi-national CPN prefix
options:
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Screen Field
Feature-Related System Parameters National CPN Prefix
International CPN Prefix
Pass Prefixed CPN: VDN/Vector?
Vector Directory Number Pass Prefixed CPN to VDN/Vector?
CPN Prefix routing example
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 Name: South America Sort? n
1: 01154 17:
2: 011591 18:
3: 01155 19:
4: 01156 20:
5: 01157 21:
6: 011593 22:
7: 011594 23:
8: 011592 24:
9: 011595 25:
10: 01151 26:
11: 011598 27:
12: 01158 28:
13: 011597 29:
14: 011500 30:
15: 31:
16: 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
Multi-national Calling Party Number (CPN) prefixes
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In the above example:
Step 2 checks for calls that do not have ANI associated with them 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, whose country codes are listed in
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.
Before enabling the CPN prefix option
Before switching on the option to pass the CPN prefix to VDNs and vectors, examine the
following administration forms:
1. Public Unknown Numbering Plan
2. Route Pattern
3. Tandem Calling Party Number Conversion
4. Trunk Group
5. Uniform Dial Plan
6. Vector and
7. Vector Routing Table
Result
There may be assumptions in these forms related to the presence of national (NATL) and
international (INTL) codes in a CPN. You may need to make modifications to the above
resources to take advantage of the feature and to avoid errors in call handling.
Before enabling the CPN prefix option
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Multi-national Calling Party Number (CPN) prefixes
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Chapter 11: Creating and editing call vectors
Methods for entering a vector online
A vector can be entered using several methods:
Basic screen administration on the system administration terminal or Avaya Site
Administration
Avaya Call Management System (CMS) using the ASCII administration interface
Avaya Visual Vectors
The following section discusses the basic screen administration method for entering a vector
online at the system administration terminal or Avaya Site Administration. For instructions on
creating a vector with Visual Vector, see Avaya Visual Vectors User Guide, see Avaya CMS
Administrationvector with Visual Vectors, see Avaya Visual Vectors User Guide. There are no
instructions available for using the Avaya CMS ASCII administration interface.
Call Vector screen - basic administration
A vector is entered online using basic screen administration by completing the Call Vector
screen. An example the first page of this screen is shown in the following screen example.
Call Vector screen (Page 1 of 3)
change vector 20 Page 1 of 3
CALL VECTOR
Number: 20 Name:_______________________
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y
01 _______________
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________
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The following procedure summarizes how you can enter a vector online using basic screen
administration.
1. Access the Call Vector screen by executing the change vector x command, where
x is the number of the vector that you want to access.
Use the change vector command either to change an existing vector or to create a
new vector.
If you are not certain of the number or name of a vector, enter the list vector
command to view a complete list of all vectors that are administered for your system.
2. Assign a name to the vector by completing the blank next to the Name field.
The vector name can contain up to 27 alphanumeric characters.
Note:
The vector number, which appears next to the Number field, is automatically
assigned by the system.
3. In the Multimedia? field, indicate whether the vector should receive early answer
treatment for multimedia calls.
Valid values are y or n.
Note:
This only applies if Multimedia Call Handling is enabled.
If you expect this vector to receive multimedia calls, set this field to y. The
call is considered to be answered at the start of vector processing, and billing
for the call starts at that time.
If you do not expect the vector to receive multimedia calls, set this field to n.
4. In the Attendant Vectoring field enter ay if the vector will be used as an attendant
vector.
Attendant Vectoring can be used only when enabled on the Customer Options
screen.
5. In the Meet-me Conf field enter ay if the vector will be used for the Meet-me
Conference feature.
Meet-me Conference can be used only when enabled on the Customer Options
screen.
Note:
Both Attendant Vectoring and Meet-me Conference cannot be enabled for a
vector at the same time.
6. In theLock field, indicate whether you will allow this vector to be displayed on and
edited from a client application such as Visual Vectors.
Creating and editing call vectors
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If you enter y, the vector is locked and can only be displayed and modified in
the switch administration software.
If you enter n, the vector is not communicated to client software such as Visual
Vectors or CMS and may not be displayed and modified from these programs.
If Attendant Vectoring is enabled, the Lock field defaults toy and cannot be
changed.
Note:
Always lock vectors that contain secure information, for example, access codes.
7. Look at the next fields and determine where a y (yes) appears.
These fields indicate the Call Vectoring features and corresponding commands you
can use. If an n (no) appears in one of these fields, you cannot use the
corresponding feature.
Note:
The Call Vectoring features are optioned from the Customer Options screen.
Basic You can use the Basic Call Vectoring commands. See Basic Call
Vectoring on page 83 for details on using these commands.
EAS Expert Agent Selection is enabled. See Expert Agent Selection for
information on how the EAS feature works.
G3V4
Enhanced
You can use the G3V4 Enhanced Vector Routing commands and
features. See Feature availability in the Planning an Avaya Aura

Call Center Implementation document for an explanation of which

features are included with G3V4 Enhanced Vector Routing.
ANI/II-Digits You can use the ANI and II-Digits Vector Routing commands. See
ANI /II-digits routing and Caller Information Forwarding
(CINFO) on page 155 for details on using these commands. ANI/
II-Digits Routing requires G3V4 Enhanced Vector Routing.
ASAI
Routing
You can use the Adjunct Routing command. See Adjunct (ASAI)
Routing for details on using this command.
Prompting You can use the Call Prompting commands. See Call Prompting
for details on using these commands.
LAI Look-Ahead Interflow is enabled. See Look-Ahead Interflow (LAI)
information on how LAI works.
G3V4 Adv
Route
You can use the G3V4 Advanced Vector Routing commands. See
Advanced Vector Routing - EWT and ASA for details on using
these commands.
CINFO You can collect ced and cdpd digits with the collect digits step. See
ANI /II-digits routing and Caller Information Forwarding
(CINFO) on page 155 for information on collecting these digits.
Call Vector screen - basic administration
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BSR Best Service Routing (BSR) is enabled, and you can use the BSR
commands. The available commands vary depending on whether
you are using single-site or multi-site BSR. See Best Service
Routing (BSR) for information on the application of BSR.
Holidays You can create tables to use for special days, such as holidays
and promotional days. See Holiday Vectoring in the Avaya Aura

Call Center Feature Reference document for information on how

to create holiday tables and define holiday vectors.
8. Enter a maximum of 99 vector commands in the blanks next to the step numbers.
See Call Vectoring commands for a complete description of all Call Vectoring
commands.
Note:
You need not 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, the system
spells out the entire command.
9. Save the vector in the system by pressing Enter.
Result
Note:
After editing a vector, verify that the vector will work as intended. This is particularly important
if you deleted a step that was the target of a go-to step.
Displaying vector variable information
Viewing vector variable information
To display vector variable information from the Variables in Vectors table:
While using the change vector command, press Esc f 6.
Result
After the Edit (i/d/v/c/u) prompt, enter a v, plus the variable you want to view.
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Enter an A-Z or AA-ZZ value.
Example: v G
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 f 6' for Vector Editing
Var G: value type VALUE G L=1 ASGN=[5] VAC=VV1
Variable display fields
The following line is displayed on the bottom of the Call Vector screen after you perform Viewing
vector variable information on page 178.
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.
type Displays the vector variable type. For example, VALUE.
scope Displays the defined scope as L (local) or G (global).
The following items included in the
brackets are displayed only if the
Displaying vector variable information
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Call Center 6.0 June 2010 179

Name Description
item is applicable for the vector
variable type.
L=length If Length is allowed for this variable type, this field
displays the defined maximum digit length for the
variable.
S=start If Start is allowed for this variable type, this 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=[] is displayed.
VAC=fac If the value type variable is defined, this field displays
the Variable Access Code, VV1 through VV9.
Variable display examples
Refer to the values assigned in Table A on page 180 when looking at the example outputs in
Table B on page 181.
Table A
Variable Description Type Scop
e
Lengt
h
Start Assignment VAC
A testing for processing
time
vdntim
e
L
B digits for ani testing collect G 16 1 12345678901
23456
C ASAI announce definition asaiuu
i
L 1 3
D test with null value collect G 1 4
E total executed vector
steps
stepcn
t
L
G value type value G 1 5 VV1
T time of day, military time tod G 1708
V set to active VDN for call vdn L active
W day of week, 1=Sunday dow G 3
X caller ID ani L 16 1
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Table A
Variable Description Type Scop
e
Lengt
h
Start Assignment VAC
Y day of year doy G 102
Z temporary value collect L 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
Displaying vector variable information
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Call Center 6.0 June 2010 181

Inserting a vector step
1. After entering the change vector command, press Esc f 6
2. At the command line, type i followed by a space and the number of the step that
you want to add 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.
Result
When a new vector step is inserted, the system automatically renumbers all succeeding steps
and renumbers goto step references as necessary. Under certain conditions, attempts to
renumber goto step references will result in an ambiguous renumbering situation. In this case,
the step reference is replaced by an asterisk (*). You will receive a warning indicating that you
must resolve the ambiguous references and your cursor automatically moves to the first
reference that needs 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.
Deleting a vector step
To delete a vector step:
1. After entering the change vector command, press Esc f 6
2. At the command line, type d followed by a space and the number of the step you
want to delete 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 go-to step references as necessary. Under certain conditions, attempts to renumber
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go-to step references will result in an ambiguous renumbering situation. In this case, the step
reference is replaced by an asterisk (*).
For example, if a vector step that is the target of a goto step is deleted, the goto references
are replaced by asterisks (*). For example, if you delete step 7 when you have a goto step 7
if vector step, the 7 is replaced by *.
You receive a warning indicating that you must resolve ambiguous references and your cursor
automatically moves to the first reference that needs to be resolved. You cannot save a vector
with unresolved goto references.
Entering a comment out indication to an existing vector step
The vector editing function c capability inserts a # at the beginning of existing vector commands
to comment out those vector steps. Once commented out, vector steps are skipped during
normal vector processing. Commented out steps can be un-commented out for normal
processing. See Removing a comment out indication on page 183.
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:
1. After entering the change vector command, press Esc f 6=
2. At the command line, typec followed by a space and the number of the step you
want 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 than the # command. See # command on
page 210 for details.
Removing a comment out indication
Once the comment out indication is removed from a vector step, that vector step will execute
during vector processing as before. Removing a comment out indication from a vector step
that contains no comments does not affect vector processing.
Displaying vector variable information
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To remove a comment out indication:
1. After entering the change vector command, press Esc f 6.
2. At the command line, type u followed by a space and the number of the step where
you want 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.
Result
Note:
The comment out indication functions differently than the # command. See # command on
page 210 for details.
Creating and constructing a vector
About creating and constructing a vector
This section provides a logical approach for vector construction. This method uses a starting
vector that consists of one step and then builds on this vector to produce a new vector that
provides additional functions. As each step is presented, you are introduced to one or more
new vector commands or approaches to vector processing. While it is not practical to present all
such commands and approaches, those presented in this tutorial should give you a good idea
of how to use Call Vectoring.
Step 1: Queuing a call to the main split
If a call cannot be immediately answered by an agent or 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
Page 1 of 1
CALL VECTOR
Number: 27 Name: base Multimedia? n Lock? n
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
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Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y
01 queue-to split 5 pri l
02 _______________
03 _______________
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________
Related topics:
Agent Availability on page 185
Call Priority levels on page 185
Agent Availability
If an agent is available, the queue-to split command automatically 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 of agents. Once the call is sent to the main split queue, the call remains there
until it is answered by an agent or some other treatment is provided.
Call Priority levels
Each call queued to a split occupies one queue slot in that split. Calls are queued sequentially
as they arrive according to the assignment of the priority level. In our vector, note that the
priority level low is assigned to the call. The priority level establishes the order of selection for
each call that is queued. A call can be assigned one of four priority levels: top, high, medium, or
low.
Within a given split (the main split, in our vector), calls are delivered to the agent sequentially as
they arrive to the split queue and according to the priority level assigned. Accordingly, calls
that are assigned a top priority (if any) are delivered to an agent first, calls that are assigned
a high priority are delivered second, and so forth.
Step 2: Providing feedback and delay announcement
A call remains queued until an agent becomes available to answer the call. In the meantime,
it is likely that the caller wants to hear some feedback assuring him or her that the call is being
processed.
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The vector shown in the following example provides one feedback solution. In this example,
Announcement 2771 could contain this message: Were sorry. All of our operators
are busy at the moment. Please hold.
Providing feedback and delay announcement
Page 1 of 3
CALL VECTOR
Number: 27 Name: base Multimedia? n Lock? n
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y
01 queue-to split 5 pri l
02 wait-time 10 seconds hearing ringback
03 announcement 2771
04 _______________
05 _______________
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________
Related topics:
Using the wait-time command on page 186
Using the wait-time command
The wait-time command in step 2 provides a maximum 8-hour delay before the next vector
step is processed. The time parameter can be assigned as follows:
0-999 secs
0-480 mins
0-8 hrs
In the example vector, the specified wait time is 10 seconds.
In addition to the delay period, the wait-time command provides the caller with feedback.
In our vector, ringback is provided. Other types of feedback that can be provided with the
wait-time command are: silence, system music, or an alternate music or other audio source.
For more information see, wait-time command on page 319.
The wait-time command in the example vector provides the caller with a maximum of 10
seconds of ringback. If an agent answers the call before the wait-time command runs its
course, the command is terminated, the delay period is ended and the accompanying feedback
is stopped. In the current example, if the call is delivered to an agent after 4 seconds the caller
does not hear the remaining 6 seconds of ringback.
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If the call is not answered by the time the wait-time command is completed, vector
processing continues.
The announcement command consists of a recorded message, and it is often used to
encourage the caller to stay on the telephone or to provide information to the caller. If a 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. See Avaya Aura

Communication Manager Feature Description and Implementation, for more information about
announcements.
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 is complete, further feedback or treatment becomes necessary. One solution
is provided in the following Call Vector example.
Repeating delay announcement and feedback
Page 1 of 1
CALL VECTOR
Number: 27 Name: base Multimedia? n Lock? n
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y
01 queue-to split 5 pri l
02 wait-time 10 seconds hearing ringback
03 announcement 2771
04 wait-time 60 seconds hearing music
05 goto step 3 if unconditionally
06 _______________
07 _______________
08 _______________
09 _______________
10 _______________
11 _______________
The wait-time command in step 4 of this vector provides additional feedback (music) to the
caller. If the call is not answered by the time step 4 is complete, the goto step command in
step 5 is processed.
Related topics:
Conditional branching on page 187
Conditional branching
Up to this point, we have discussed and illustrated Call Vectoring commands that cause
sequential flow, that is, the passing of vector processing control from the current vector step
Creating and constructing a vector
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Call Center 6.0 June 2010 187

to the next sequential vector step. The goto step command is an example of a Call Vectoring
command that causes branching, that is, the passing of vector processing control from the
current vector step to either a preceding or succeeding vector step.
The goto step command in vector step 5 allows you to establish an announcement-wait loop
that continues until the agent answers the call. Specifically, the command makes an
unconditional branch to the announcement command in step 3. If the call is not answered by
the time that the announcement in step 3 is complete, control is passed to the wait-time
command in step 4. If the call is still not answered by the time this command is complete,
control is passed to step 5, where the unconditional branch is once again made to step 3. As
a result of the established loop, the caller is provided with constant feedback.
Step 4: Queuing a call to a backup split
To this point, the vector example involves a call queued to one split. However, Call Vectoring
allows a call to be queued to a maximum of three splits simultaneously, which improves can
improve overall call response times. Multiple split queuing is especially useful during periods
of heavy call traffic.
The vector shown in the following example allows a call to be queued to two splits.
Queuing call to backup split
Page 1 of 1
CALL VECTOR
Number: 27 Name: base Multimedia? n Lock? n
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y

01 queue-to split 5 pri l
02 wait-time 10 seconds hearing ringback
03 announcement 2771
04 wait-time 10 seconds hearing music
05 check split 7 pri m if calls-queued < 5
06 wait-time 60 seconds hearing music
07 announcement 2881
08 goto step 5 if unconditionally
09 _______________
10 _______________
11 _______________
The queue-to split command in step 1 queues the call to the main split. But if the call is
not answered by the time the wait-time command in step 4 is complete, the check split
command in step 5 attempts to queue the call to backup Split 7 at a medium priority. The
condition expressed in the command (if calls-queued < 5) determines whether or not
the call is to be queued to the backup split. Specifically, 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.
Related topics:
Conditions used with the check split command on page 189
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Elevating call priority on page 189
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. The other conditions are unconditionally, average speed of answer (rolling-
asa), 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
four priorities: low, medium, high, or top.
Elevating call priority
Note that if the call is queued to Split 7, the call priority is elevated from low to medium priority
instead of a low priority, which is assigned if 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 to
accommodate callers who have been holding the line for a period of time.
Step 5: Limiting the queue capacity
Starting with Communication Manager 2.1, hunt group queue slots are dynamically allocated
by the system. For more information about dynamic queue slot allocation, see Avaya Aura

Call Center Feature Reference. Therefore, there is no need to include vector steps to insure
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 checking or limiting the number
of calls that queue to a split/skill or hunt group.
Limiting number of queued calls
Page 1 of 1
CALL VECTOR
Number: 27 Name: base Multimedia? n Lock? n
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y
01 goto step 10 if calls-queued in split 5 pri l > 20
02 queue-to split 5 pri l
03 wait-time 10 seconds hearing ringback
04 announcement 2771
05 wait-time 10 seconds hearing music
06 check split 7 pri m if calls-queued < 5
07 wait-time 60 seconds hearing music
08 announcement 2881
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09 goto step 6 if unconditionally
10 busy
11 _______________
A check of split 5 is implemented by the goto step command in step 1. In the example shown
above, assume that only 21 queue slots are used by split 5. Accordingly, the goto step
command tests whether 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, shown in vector step 10. The busy command gives the caller a busy signal 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.
Related topics:
Redirecting calls to a backup split on page 190
Redirecting calls to a backup split
Instead of providing the caller with a busy tone if the queue-to split step cannot queue the call,
the call can be queued to a backup split. 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 (step 6). Because
this queuing step is included within a continuous loop of steps (steps 6 through 9), continuous
attempts to queue the call are now made.
Step 6: Checking for non business hours
If a caller calls during non business hours, you can still provide the caller with some information
for calling back during working hours by playing the appropriate recorded message. This
strategy is illustrated in the following Call Vector example. This vector would be used for a
company that was open 7 days a week, from 8:00 a.m. to 5:00 p.m.
Checking for non business hours
Page 1 of 2
CALL VECTOR
Number: 27 Name: base Multimedia? n Lock? n
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? y
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? n LAI? n G3V4 Adv Route? n CINFO? n BSR? y Holidays? y
01 goto step 12 if time of day is all 17:00 to all 8:00
02 goto step 11 if calls queued in split 5 pri l > 10
03 queue-to split 5 pri l
04 wait-time 10 seconds hearing ringback
05 announcement 2771
06 wait-time 10 seconds hearing music
07 check split 7 pri m if calls-queued < 5
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08 wait-time 60 seconds hearing music
09 announcement 2881
10 goto step 6 if unconditionally
11 busy
12 disconnect after announcement 3222
The goto step command in step 1 checks if the call arrives during non business hours.
Specifically, 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 and provides an announcement that first gives
the caller the appropriate information and then advises him or her to call back at the appropriate
time. The command then disconnects the caller.
If the call does not arrive during the specified 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. See Basic Call Vectoring on page 83 for more details.
Duplicating Vectors
You can use the Duplicate Vector command to create duplicate vectors from an existing vector
and then 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.
Related topics:
Duplicate Vector command on page 191
Duplicate Vector screen field descriptions on page 192
Creating duplicate vectors on page 193
Duplicate Vector command
From the System Administration Terminal (SAT), use the following command to access the
Duplicate Vector screen.
duplicate vector master_vector [start nnnn] [count xx]
duplicate
vector
Creates a duplicate vector, up to 16 vectors.
master_vector Specifies the vector number of the vector you want to duplicate or use
as a template.
Creating and constructing a vector
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[start nnnn] Specifies the first vector number you want used as a duplicate. This
parameter is optional. If you do not specify a start number, the software
automatically selects the first available vector after the master vector
number. Only one vector is selected.
[count xx] Specifies the number of duplicates you want to create from the master
vector. You can enter a number from 1 to 16. This parameter is optional.
If you do not specify a count number, the software automatically selects
the first available vector after the master vector. Only one vector is
selected.
Example
The following example creates vectors 202, 203, and 204 as exact duplicates of vector 5.
duplicate vector 5 start 202 count 3
Duplicate Vector screen field descriptions
The following fields are populated in the Duplicate Vector screen:
Field Description
Count Displays the number of duplicates created from the master vector.
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Field Description
More? Displays * if there is at least one more VDN assigned to the same vector.
For example, if 5555 displays in the VDN Assigned to field and an asterick
(*) displays in the More? field, this means that the master vector you
selected is already assigned to VDN 5555 as well as to other VDNs.
Name Displays the vector name if any of the vectors have an assigned name. The
duplicated vectors can already be assigned names but they must be vectors
that contain no steps. You can edit the vector name for any of the duplicated
vectors.
If you specify a used or out of range vector number, an error message is
displayed. You cannot move to the next field until you enter an unused
number.
VDN
Assigned to
Displays the VDN if a VDN was assigned to the master vector.
Vector Displays the vector number.
Creating duplicate vectors
To administer duplicate vectors:
1. From the System Administration Terminal (SAT), enter the following command :
duplicate vector master_vector [start nnnn] [count xx]
2. In the Duplicate Vector screen, add the new names to the duplicated vectors.
3. Edit each of the duplicate vectors to make the required changes for the different
applications.
Result
The reporting adjunct can access these vectors as normal.
Creating and constructing a vector
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Creating and editing call vectors
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Chapter 12: Vector management and
monitoring
Implementation requirements for the Call Vectoring features
Basic Call Vectoring Requirements
Screens Hardware
Vector Directory Number
Hunt Group
Call Vector
Feature Related System
Parameters
Announcement capabilities require either:
TN750 Integrated Announcement circuit pack(s), or
External announcement facility (analog announcements).
Also, each analog announcement requires a port on an
analog line circuit pack or on an auxiliary trunk circuit pack.
For a list of available analog circuit packs, see the Avaya
Aura

Communication Manager Hardware Description

and Reference.
Note:
The TN750 Integrated Announcement circuit pack provides 16 ports for listening to
announcements. The system provides for the installation of multiple TN750C Integrated
Announcement circuit packs.
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Call Prompting Requirements
Screens Hardware
Vector Directory
Number
Hunt Group
Call Vector
Announcement capabilities require either:
TN750 Integrated Announcement circuit pack(s), or
External announcement facility (analog announcements).
Also, each analog announcement requires a port on an analog
line circuit pack. For a list of available analog circuit packs,
see Avaya Aura

Communication Manager Hardware

Description and Reference.
G3V4 Enhanced Vectoring Requirements
Screen(s) Hardware
Vector Directory Number screen
Hunt Group screen
Call Vector screen
Requires no hardware in addition to that
required for Basic Call Vectoring.
Advanced Vector routing requirements
Screen(s) Hardware
Vector Directory Number screen
Hunt Group screen
Call Vector screen
Requires no hardware in addition to that required for
Basic Call Vectoring.
Vectoring (Best Service Routing) requirements
Screen(s) Hardware
Single-site BSR
Vector management and monitoring
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Screen(s) Hardware
Vector Directory Number
screen
Call Vector screen
No special hardware required for single-site BSR.
Multi-site BSR
Best Service Routing
Application Plan screen
Vector Directory Number
screen
Call Vector screen
Trunk screens
Multi-site BSR requires no special hardware other than
ISDN BRI/PRI or SIP connectivity between switches.
Related topics:
ANI/II-Digits requirements on page 197
ANI/II-Digits requirements
Screens Hardware
Vector Directory Number
screen
Hunt Group screen
Call Vector screen
Trunk Group screens
Vector Routing Tables
screens
Requires no hardware in addition to that required for Basic
Call Vectoring.
CINFO requirements
Screens Hardware
Vector Directory Number
screen
Hunt Group screen
Call Vector screen
Requires no hardware in addition to that required for Basic Call
Vectoring.
Implementation requirements for the Call Vectoring features
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Screens Hardware
Trunk Group screens
Vector Routing Tables
screens
Look-Ahead Interflow requirements
Screens Hardware
Trunk Group
screen
CPN Prefix Table
screen
Existing hardware can be used for LAI connectivity to the receiving
switch.
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 may interflow successfully, but the ability to
do so on an intelligent basis will be lost as will the Look-ahead DNIS
information.
Look-Ahead Interflow calls can connect ISDN-PRI switch-to-switch
using private, public, or SDN facilities.
Adjunct Routing requirements
Screens Hardware
Hunt Groups
Class of Restriction
(for Direct Agent
Calls)
Call Vector
Station
Station (ISDN-BRI-
ASAI)
ISDN-BRI Connection
A TN556 ISDN-BRI circuit pack and a TN778 packet control must
be in place. The latter provides packet bus control. Also, an adjunct/
host processor must be in place to receive the request and select
the route. A TN2198 two-wire BRI port circuit pack can be used in
place of the TN556. In this case, an NT1 is also required.
MAPD Connection
MAPD hardware is a sandwich of two boards, the TN801 and a
Pentium processor, which allows the switch to be connected to
Ethernet and TCP/IP networks. The MAPD requires three
contiguous slots on the switch: two slots are occupied by the MAPD
unit, and the third is reserved for future use.
Packet Bus
The Packet Bus option (G3r only) must be enabled on the
Maintenance-Related System Parameters screen before
associated ISDN-BRI screens and fields can be administered.
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Holiday Vectoring requirements
Screens Hardware
Holiday Table
Call Vector
No special hardware required for Holiday
Vectoring.
Network Call Redirection requirements
Screens Hardware
BSR
Trunk Group
Signaling
DS1
No special hardware required for Network Call Redirection.
Variables in Vectors requirements
Screens Hardware
VDN No special hardware required for Variables in Vectors.
VDN variables requirements
Screens Hardware
VDN No special hardware required for VDN variables.
Implementation requirements for the Call Vectoring features
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3.0 Enhanced Vectoring requirements
Screens Hardware
System Parameters
Customer Options
No special hardware required for 3.0 Enhanced Vectoring.
Enabling the Vector Disconnect Timer
Call Vectoring provides a Vector Disconnect Timer, which can be set for any amount of time
between 1 and 240 minutes inclusive. The timer is enabled by selecting the timer field in the
Feature-Related System-Parameters screen. The timer is started when vector processing is
started. Once the timer runs out, the call is dropped. The timer is canceled when vector
processing terminates.
Enabling the timer allows queued calls that have not been answered within a determined
amount of time to be dropped. For more information, see Administering Avaya Aura

Call
Center Features.
Upgrading to a Call Vectoring environment
If you are already equipped with ACD and want to use Call Vectoring, the ACD environment
must be upgraded to a Call Vectoring environment. This involves installing VDNs, vectors and
hunt groups for the desired Call Vectoring feature(s).
The set of guidelines that follows is intended to serve as a general procedure for upgrading
to a Call Vectoring environment.
1. Verify the vector options on the Customer Option screen.
2. Add the VDNs.
3. Evaluate the number of queue slots assigned to each split.
Usually, you want to assign enough queue slots to allow all calls processed by Call
Vectoring to be queued. For more details, see the considerations for Basic Call
Vectoring in Considerations for the vectoring features in the Avaya Aura

Call
Center Feature Reference document.
4. Change hunt-groups to be vector-controlled.
5. Administer the vectors and at least one test hunt group.
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6. Test all of the vectors to be installed.
7. Change the trunk groups, night destinations, etc., to use the VDNs.
Changing and testing a vector
Vectors currently being used to process calls should not be changed because changes would
have an immediate and uncertain effect on the treatment that the calls are receiving. Instead, a
new vector should always be written.
In testing the vector, you should not consider the entire vector at once. Rather, you should first
figuratively divide the vector into portions, then test each of these portions until the entire vector
is tested.
After the new vector is thoroughly tested, the vector should be brought into service by changing
the VDN to point to the new vector.
The set of following guidelines is intended to serve as a general procedure for changing and
testing vectors.
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.
Vector commands should be added and tested, one command at a time, starting
with the first command. Be sure that each line is correct before proceeding to the
next one.
4. Test the new vector with the new VDN.
This ensures the new vector will function correctly when the vector is installed.
5. Install the new vector by changing the old VDNs vector assignment so that the
VDNs now point to the new vector.
Calls that are already being processed by the old vector will 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.
Implementation requirements for the Call Vectoring features
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Identifying links to a vector
One or more VDNs always point to a vector. In addition, some vectors are linked to other
vectors by goto vector commands or by route-to commands that point to a VDN. Before
you delete or change a vector, you should identify all the VDNs and vectors that will be affected.
The list usage vector nnn command finds all the VDNs and vectors that send calls to
vector nnn, where nnn is the assigned vector number.
For example, lets say you want to delete vector 3. To determine what other elements of your
system send calls to vector 3, enter list usage vector 3 and press Enter.
The List Usage Report screen is displayed.
list usage vector 3 Page 1
LIST USAGE REPORT
Used By
Vector Vector Number 1 Step 3
VDN VDN Number 58883
VDN 58883 points to vector 3. In addition, step 3 in vector 1 sends calls to vector 3. When you
delete vector 3, youll need to change this vector and VDN so they point to a different vector
or delete them too.
Finding all occurrences of a digit string
A single extension or an external phone number can be used in several elements in a complex
vectoring system. When you modify VDNs or vectors, or when you change the phone numbers
used in system elements such as route-to commands or Best Service Routing Plans, the
switch allows you to find a specific digit string.
1. The list usage digit-string (1-16 digits) command finds the
specified digit string in vectors, vector routing tables, and Best Service Routing
Plans.
The digit string can contain the numerals 0-9 and the characters *, #, ~, 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
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Used By
Vector Vector Number 1 Step 3
Vector Vector Number 5 Step 8
Vector Vector Number 18 Step 4
Vector Vector Number 37 Step 10
Best Service Routing Plan Number 1 Location 1
Best Service Routing Plan Number 2 Location 3
Best Service Routing Plan Number 5 Location 1
Three Best Service Routing Plans and steps in four different vectors route calls to
this VDN. If you delete this VDN or assign a different extension, youll need to update
the extension used by these system elements.
Implementation requirements for the Call Vectoring features
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Vector management and monitoring
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Chapter 13: Call Vectoring commands
About Communication Manager contact center packages
Some Call Vectoring commands require various software to be enabled. The features required
to enable vector commands are included in the following Communication Manager Contact
Center packages:
Avaya Contact Center Introductory for centers with under 50 agents
Avaya Contact Center Elite with Expert Agent Selection (EAS)
Avaya Contact Center Elite with Business Advocate
Note:
Avaya Contact Center Deluxe was available for software releases prior to Communication
Manager 2.0. An Introductory package was also available that was identical to Deluxe
without Best Service Routing but with BCMS. The Introductory package is now included with
the Communication Manager basic feature offerings along with Call Center Basic.
Most of the features required to fully enable vector commands are included in the basic
Communication Manager package. To use skill options associated with some vector
commands, the Avaya Expert Agent Selection (EAS) feature must be enabled. The EAS
feature is included in the Avaya Contact Center Elite package. When a vector command
requires the EAS feature, the requirement is noted.
In addition, other vector commands require Virtual Routing, which activates Look-Ahead
Interflow. Other commands are available with non-contact center right-to-use (RTU) offerings,
such as Auto Attendant, which activates Prompting.
Communication Manager options required to enable vector
commands
The following table lists the options that are required to enable various vector commands,
options, and parameters. (Basic refers to the Call Vectoring (Basic) option)
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Command Basic Promptin
g
Attendan
t
Other Options
Required
adjunct routing link x ASAI
announcement x x
busy x
check best x ACD; G3V4 Advanced
Routing; Best Service
Routing
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 all-
levels
x EAS active
check skill if
available-agents
pref-level
x EAS active
check skill if
available-agents
pref-range
x EAS active
collect digits x
collect ced/cdpd
digits
x Vectoring (CINFO)
consider location x ACD; G3V4 Advanced
Routing; Best Service
Call Vectoring commands
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Command Basic Promptin
g
Attendan
t
Other Options
Required
Routing; Look-Ahead
Interflow
13
consider split/skill x ACD; G3V4 Advanced
Routing; Best Service
Routing
converse-on split/
skill
x
converse-on split/
skill passing wait
x ACD; G3V4 Enhanced;
G3V4 Advanced Routing
disconnect x x
disconnect after
announcement
<extension>
x x
goto step/vector if
unconditionally
x x
goto step/vector if
<condition> in split/
skill
x ACD
goto step/vector if
digits
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
13
Provided with Virtual Routing RTU (right to use).
Communication Manager options required to enable vector commands
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Command Basic Promptin
g
Attendan
t
Other Options
Required
goto step/vector if
ani
x G3V4 Enhanced; G3V4
ANI/II-Digits Routing
goto step/vector if
ii-digits
x G3V4 Enhanced; G3V4
ANI/II-Digits Routing
goto step/vector if
wait-improved
x ACD; G3V4 Advanced
Routing; BSR
goto step/vector if
interflow-qpos
x ACD; Look-Ahead
Interflow
13
goto step/vector if
queue fail
x
goto step/vector if
holiday in/not-in
table
x x Holiday Vectoring
messaging split/skill x x
messaging split/skill
active/latest
14
x x
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; Look-Ahead
Interflow
13
return x Vectoring (3.0
Enhanced)
route-to number x
route-to digits with
cov y (n)
x
route-to number if
digit
x
14
If G3V4 software has not been purchased, these commands require the G3V4 maintenance load.
Call Vectoring commands
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Command Basic Promptin
g
Attendan
t
Other Options
Required
route-to number if
unconditionally with
cov y (n)
14
x x
route-to number if
digit with cov y (n)
14
x
route-to number if
unconditionally
x x
route-to number if
interflow-qpos
x ACD, Look-Ahead
Interflow
13
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
Vector command description
The following table provides a brief description of the function of each of the Communication
Manager Call Vectoring commands. For a complete description of the command, see the listed
page number.
Command Function
# command on page 210 Adds comments to vectors.
adjunct routing link command Requests an adjunct to route a call.
announcement command for Call
Vectoring on page 219
Connects a caller to delay recording.
busy command for Call Vectoring on
page 226
Connects a caller to busy tone.
check command on page 228 Connects or queues a call on a conditional basis.
collect digits command on page 234 Prompts a caller for digits.
Vector command description
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Command Function
consider command on page 239 Obtains BSR status data from a local split/skill or
a remote location
converse-on command on page 244 Delivers a call to a converse split/skill and
activates a Voice Response Unit (VRU).
disconnect command for Call
Vectoring on page 256
Forces the disconnect of a call with an optional
announcement.
goto step and goto vector commands on
page 259
Causes an unconditional or a conditional branch
to another step in the vector.
messaging command on page 275 Allows a caller to leave a message for callback.
queue-to command on page 280 Connects or queues a call to:
The primary split/skill
The attendant, attendant group, or hunt group
with Attendant Vectoring
The best resource found by a consider series
reply-best on page 287 Sends BSR status data to the primary vector in
a multi-site application.
return command on page 289 Returns vector processing to the step following
the goto command after a subroutine call has
processed.
route-to command on page 290 Connects a call to the destination entered using
collect digits command, or connects a
call to internal or external destination.
set command on page 305 Performs arithmetic and string operations and
assigns values to a vector variable or to the
Digits buffer during vector processing.
stop command on page 306 Stops further vector processing.
wait-time command on page 319 Initiates feedback to a caller if needed and
delays processing of the next step.
# command
Purpose
The # command adds comment steps to vectors. The step is skipped without being analyzed
and vector processing continues at the next step. Administrators can include comments within
vectors to make maintaining and troubleshooting vectors easier.
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Note:
The # command functions differently than the comment out option of the Esc f 6 vector
editing function. See Entering a comment out indication to an existing vector step on
page 183 and Removing a comment out indication on page 183 for details.
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 this 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 there are available vector steps.
There are no limits on the number of # commands in each vector. However, the total
number of non-blank steps allowed per system is limited as follows:
- For S8300/S8400 systems: 1,280 steps in 256 vectors.
- For S87xx/S8500 systems: 10,000 steps in 8,000 vectors.
A single # command is counted as one step.
Two or more consecutive # commands are counted as one step.
# comment steps are not counted toward the 10,000 executed step limit or by the stepcnt
vector variable.
The comment out capability (adding a # after the step number) is supported by R14 or
later CMS.
The comment command (# followed by a command) is not supported by the CMS.
Attempts by the CMS vector administration to access a vector with # will receive the
unsupported step type error.
The following sample System Capacities screen shows the used, available and system
limit values for non-blank # commands.
Sample System Capacities screen
display capacity Page 3 of 13
SYSTEM CAPACITY
System
Used Available Limit
-----------------------
CALL COVERAGE
Coverage Answer Groups: 0 1000 1000
Coverage Paths: 5 9994 9999
Call Pickup Groups: 1 4999 5000
Call Records: - - 15424
CALL VECTORING/CALL PROMPTING
Total Vector Directory Numbers: 81 19919 20000
# command
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Meet-me Conference VDNs per system: 1 1799 1800
Maximum Number of Expanded Meet-me Conf. Ports: 0 300 300
Total Vectors Per System: 90 1910 2000
Meet-me Conference vectors per system: 1 999 999
BSR Application-Location Pairs Per System: 8 2552 2560
Background BSR Poll VDNs: 0 5 5
Vector Comment Steps (non-blank): 77 9923 10000
Policy Routing Tables: 1 1999 2000
Policy Routing Points: 1 5999 6000
Operation
You create # command vector steps by typing a # character in the command field of a blank
vector step. You can enter up to 71 characters as the text parameter to the # command. Any
combination of alpha-numeric 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
15
[A-Z, AA-ZZ]
V1-V9
For information about unexpected results, see Troubleshooting vectors.
Requirements
The adjunct routing link command has the following requirements:
Adjunct Switch Application Interface (ASAI) software must be installed.
A MAPD or Application Enablement Services (AES) port is required, and the port must
be connected to an ASAI host.
The link number determined by a variable must be a valid assigned link number. If the
value determined during call processing is not a valid, currently-assigned link number, the
adjunct route step is skipped and a vector event is logged.
Note:
Do not unassign or change the link number administration assignments during system
operation.
15
Link capacity depends on your release and configuration. For more information, see System Capacities Table for
Communication Manager on Avaya Media Servers, , 555-245-601.
Call Vectoring commands
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Related topics:
The adjunct routing link process on page 213
adjunct routing link command feature interactions on page 216
adjunct routing link command interactions with Avaya IQ on page 217
adjunct routing link command interactions with CMS on page 217
adjunct routing link command interactions with BCMS on page 219
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. The switch provides information in an ASAI route request
message that the ASAI adjunct can use to first access a data base and then determine a route
for the call. In a typical application, the ASAI adjunct might use the dialed number, the calling
party number (CPN/BN), or the digits collected using Call Prompting or Caller Information
Forwarding (CINFO) to access customer information and thereby determine 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 particular agent.
An adjunct can also provide priority ringing, priority queuing, and specify that a route to an
agent be done as a direct agent call.
When a call encounters an adjunct routing link command, the switch sends to the
specified adjunct an ASAI message requesting a call route. The following list identifies the
contents of the message, along with a comment or a brief explanation for each item:
Calling number information. Calling party number or billing number (CPN/BN) provided
by ISDN-PRI or R2-MFC signaling facilities. If the call originates from a local switch
extension, this extension is the calling number.
Originating line information (II-digits). Two-digit code provided by ISDN-PRI facilities
indicating the type of originating line being used.
Called number. Originally called extension (if a call is forwarded to a VDN), or the first
VDN through which the call was routed (if the call was 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. ASAI identifier that permits the ASAI adjunct to track multiple calls using
either Event Notification or Third Party Call Control. For more information on ASAI, see
Communication Manager CallVisor ASAI Technical Reference.
Look-Ahead Interflow (LAI) information (if any). Includes the original VDN display
information, the priority level of the call at the originating switch, and the time that the call
entered vector processing.
adjunct routing link command
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Digits collected using Call Prompting (if any). Digits are collected by the most recent
collect digits command. These could be CINFO digits, but if so it will not be
indicated by ASAI. For more information, see Call Prompting.
User-to-User Information (if any). ASAI user-provided data associated with the call. If
provided by ASAI, this data was provided in a 3rd-Party-Make-Call, Auto-Dial, or Route-
Select message. If provided over ISDN, the data was in the SETUP message that
delivered the call to this switch.
The wait-time hearing i-silent command is used in cases where it is important 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, the switch does not return an ISDN PROGress
message to the originating switch. 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
at 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 subsequent treatment (that is,
announcement and/or wait-time) steps (if any) in the vector are usually processed. In some
cases, such processing is influenced by the position that the treatment steps occupy in the
vector. In other cases, the positioning of these commands along with their relationship to
specific goto commands come into play. For example, any announcement or wait-time step
that immediately follows an adjunct routing link step whose ASAI link is 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, the switch executes the
goto step and then 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, the switch skips any announcement or wait-time step that is the first non-
goto step branched to by the goto step.
Note:
The first step to which a goto step is usually designed to branch (other than another goto
step) is a non treatment step. That is, a step containing a command other than a wait-
time or an announcement command).
Alternately, if the goto step fails and the branch is not taken, the switch skips any announcement
or wait-time step that immediately follows the goto step if the application is down.
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Note:
The goto step that fails can be at the end of a sequence of goto steps that branch to each
other.
After the switch 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 the switch will wait for the ASAI adjunct to reply with a call route. Accordingly,
you should always include either a wait-time step or an announcement step immediately after
an adjunct routing link step. Moreover, the switch 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
Note:
Multiple adjunct routing steps can follow each other in sequence. Each step activates a
separate adjunct route request. Any intervening vector commands (or blank steps) between
two adjunct routing link commands cancels any previous route-to requests.
If a valid call route is received by the server using a route-select message before one of the
vector commands in the previous list is executed, the server routes the call to the destination
specified by the adjunct route. Otherwise, the route request is terminated without affecting
vector processing.
The adjunct can also decide to not route a call by rejecting (negatively acknowledging) 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 then continues with the
next vector step.
When the server receives a call route (route-select to a destination) from the ASAI adjunct, the
server first validates the route as follows:
1. The server verifies that the VDNs COR permits the call to be terminated at the
adjunct-supplied destination.
2. The server verifies that the adjunct-supplied information (destination number, ACD
split, TAC/AAR/ARS access code, etc.) for the route is valid. This includes checking
adjunct routing link command
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that 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 option, the destination number
(agent) must be logged into the adjunct-specified ACD split.
4. If the destination for the call is external, the server verifies the trunk is available for
the call.
If any of these conditions are not met, the route validation fails, and the server does the
following:
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 does the following:
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 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 the busy tone. Any other features that may be in effect at the adjunct-
supplied destination (such as Send-All-Calls or Call Forwarding) interact with the routed call.
Note:
The operation described above is similar to that for the route-to with coverage set
to yes commands.
Answer supervision considerations command
The command has no interaction with answer supervision.
If adjunct routing is used with ISDN-PRI, then an adjunct routing link command
followed by a wait-time hearing silence signals the originating server that the receiving server
has accepted the call (for Lookahead Interflow), even though answer supervision has not been
provided. To prevent this from occurring, use the wait-time hearing i-silent option after the
adjunct routing link step.
adjunct routing link command feature interactions
For a call coming in directly to a VDN, the command is treated like a route-to command that
has the with cov or with coverage parameter set to y.
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Note:
If the Display VDN for Route-to DAC option 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 more
information, see Displaying VDN names for vector-initiated DACs in the Avaya Aura

Call
Center Feature Reference document.
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 Call Forwarding 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 considered 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
dial-ahead digits are discarded without notification to the adjunct.
If a 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 Avaya IQ
The ability to report on information associated with use of the adjunct routing link
command is not currently supported. Support for reporting on this command is planned for a
future Avaya IQ release.
adjunct routing link command interactions with CMS
Adjunct routing attempts are stored in the ADJATTEMPTS database item and reported as
Adjunct Routing Attempts in 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 CMS. Accordingly, Adjunct Routing Attempts is not reported for this call.
adjunct routing link command
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When a routing response from the adjunct is successfully executed by the server, this action
is tracked in the ADJROUTED and ADJROUTTIME database items and shown as Adjunct
Routing Completions in standard reports.
Additional tracking of the adjunct routing link command varies based on the destination
successfully routed to as follows.
Routed to station or to attendant
Database item Report Heading Notes
OUTFLOWCALLS/
OUTFLOWTIME
Vector Flow Out
INTIME Avg Time In Vector
CONNECTCALLS/
CONNECTTIME
Other Calls Connect 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 Avg Time In Vector
Routed to VDN
Database item Report heading Notes
OUTFLOWCALLS/
OUTFLOWTIME
Vector Flow Out
VDN Flow Out
INTIME Avg Time In Vector
INFLOWCALLS Vector Flow In VDN Flow In new vector new VDN
Routed to split or to hunt group
Database item Report heading Notes
CALLSOFFERRED new split
LOWCALLS/MEDCALLS no priority/priority
Split/skill calls are also shown in the standard reports based on the final disposition of the call.
The presence of the command in a vector enables the calls 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.
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A call abandoned after the command routes the call to a station or an attendant is tracked in
the VDN tables as ABNCALLS/ABNTIME.
adjunct routing link command interactions with BCMS
If the command advances a call to another position (that is, ASAI routing is successful), the
call is tracked as outflow in the VDN Report.
announcement command for Call Vectoring
Purpose
Provides the caller with a recorded announcement.
Syntax and valid entries
announceme
nt
extension no.
[A-Z
,
AA-ZZ]
V1-V9
For information about unexpected results, see Troubleshooting vectors.
Requirements
Integrated board, aux trunk or analog (T&R or Lineside DS1) announcement equipment must
be installed.
Appropriate announcements need to be administered and recorded. For more information, see
Avaya Aura

Communication Manager Feature Description and Implementation.

Related topics:
Basic operation for the announcement command on page 220
General considerations for announcements on page 220
Delay announcements on page 221
Forced announcements on page 222
Information announcements on page 222
Announcement recording tips for high traffic volume applications on page 222
Recording announcements on page 223
Considerations for DTMF Transfer and Connect applications on page 224
announcement command for Call Vectoring
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Basic operation for the announcement command
The announcement is played from beginning to 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 announcements queue is full, the call retries the announcement step for an indefinite
period of time before any new vector steps are processed.
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.
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.
For a complete description of the types and operation of announcements, see Avaya Aura

Communication Manager Feature Description and Implementation.

General considerations for announcements
You should understand the following considerations before you use the announcement
command:
After an announcement is provided, the audible feedback (such as music) should be re-
attached.
Depending on the type of announcement equipment and how the equipment is
administered, callers may be required to listen to an entire announcement or they may
be able to interrupt an announcement as it is playing. When a call is connected to an
announcement, any previous treatment is discontinued.
When an announcements must start from the beginning, the caller may have to wait in
an announcement queue if the announcement is not ready to play. Callers hear the
previously established call treatment (if any) until the announcement starts. If the
announcement queue is full, vector processing retries the announcement command
indefinitely.
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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/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 agents
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. For more information about the wait-time command, see wait-time
command on page 319.
announcement command for Call Vectoring
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Forced announcements
When heavy call traffic is expected due to a major event, such as a widespread service problem
that is currently being addressed, a call center may provide a forced announcement. Forced
announcements are typically 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 fully addresses
their needs 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.
]
Announcement recording tips for high traffic volume applications
When setting announcement recordings for high traffic volume applications:
Make sure 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 VAL
boards have the highest capacity. These boards consist of 31 play ports and 60 minutes of
storage using up to 256 announcement files.
Make the recordings as short as possible. Long announcements delay further processing
and hold up resources for a longer period of time.
When recording announcements for collecting digits, play the longer portion 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-
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digit collection and intermediary announcements. These tips will 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 details, see Administering Avaya
Aura

Call Center Features.

Use barge-in 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.
See Considerations for DTMF Transfer and Connect applications on page 224.
Recording announcements
To make integrated announcement or music recordings that reside in VAL announcement
boards or virtual VAL sources in media gateways, use a system telephone or create .wav files
using a local PC or recorded at a professional recording studio.
For details on how to record announcements, see Administering Avaya Aura

Communication
Manager.
Recording announcements using .wav files
Using .wav files for recording provides the best quality and the most flexibility and reliability.
Use a PC recording application such as Microsoft Sound Recorder to create a CCITT m-
Law (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. Avaya recommends Voice
Announcement Manager.
Administer the .wav file name (less the .wav extension) to an announcement extension
on the announcement/audio sources screen.
Recording announcements using a telephone
You can also 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 feature access code (FAC).
For the best quality and functionality, use a DCP or IP phone.
announcement command for Call Vectoring
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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. Using FTP, move each pre-recorded file to each of the sources defined
for the audio group.
For more information, see Administering Avaya Aura

Communication Manager.
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.
Considerations for DTMF Transfer and Connect applications
Consider the following when recording DTMF for 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 at least 80ms of digit duration and 80ms of inter-digit silence, and include
a pause of at least 350ms between the *8 and the redirection number. The lower and
upper bounds are 300ms - 11 seconds.
Minimize or prevent the recording of any noise or periods of silence.
It is not possible to record DTMF tones using IP phones or to record H.248 Media Gateway
VVAL announcement sources using any type of telephone. Instead, you can do any of the
following options:
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 sources as required.
Record the DTMF tones using a commercially-available PC software tool, such as Vox
Studio. You can transfer the saved wave file to the desired Media Gateways.
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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).
Related topics:
annoucement command feature interactions on page 225
announcement command interactions with Avaya IQ on page 225
announcement command interactions with CMS/BCMS on page 225
annoucement command feature interactions
For LAI, the command may be considered a call acceptance vector command or a neutral
vector command.
The command is considered a call acceptance vector command whenever one of the following
is true:
Announcement is available.
Call is queued for an announcement.
Announcement is retried.
The command is considered a neutral vector command whenever the announcement is
unavailable.
announcement command interactions with Avaya IQ
The ability to report on information associated with use of the announcement command is
not currently supported. Support for reporting on this command is planned for a future Avaya
IQ release.
announcement command interactions with CMS/BCMS
The command is not tracked by CMS or BCMS.
Answer supervision considerations
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busy command for Call Vectoring
Purpose
The busy command gives the caller a busy signal and causes termination of vector processing.
Syntax
busy
For information about unexpected results, see Troubleshooting vectors.
Requirements
No special requirements.
Operation
A busy tone and subsequent termination of vector processing are produced using the busy
command. An exception to this occurs on Central Office (CO) trunks where answer supervision
has not been sent. Callers on such trunks do not hear the busy tone from the switch. Instead,
these 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.
You might want to force 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.
An example vector that demonstrates the busy command is shown below.
Busy command example
1. goto step 6 if calls-queued in split 1 pri h > 30
2. queue-to split 1 pri h
3. announcement 4000
4. wait-time 2 seconds hearing music
5. stop
6. busy
In the example vector shown above, the goto step command in step 1 sends call control to
busy in step 6 if the conditions in the former command are met. Specifically, if the number of
calls that are queued at a high priority is greater than 30, the busy command is accessed.
Related topics:
Answer supervision considerations for the busy command on page 227
busy command feature interactions on page 227
busy command interactions with Avaya IQ on page 227
busy command interactions with CMS on page 227
busy command interactions with BCMS on page 227
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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.
busy command feature interactions
For LAI or BSR, the command is considered a call denial vector command in all cases.
busy command interactions with Avaya IQ
The ability to report on information associated with use of the busy command is not currently
supported. Support for reporting on this command is planned for a future Avaya IQ release.
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
A call that is forced busy due to the command is tracked as OTHER in the VDN Report.
busy command for Call Vectoring
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check command
Purpose
Checks the status of a split/skill for possible termination of the call to that split/skill.
Syntax and valid entries
Chec
k
best if expected
wait
< 1-9999 seconds,
> 0-9999 seconds
unconditionally
wait
improved
< 1-9999 seconds,
> 0-9999 seconds
skil
l
hunt
group
16
,
skills for
VDN:
1st,
2nd,
3rd
pri priorities:l
= low m =
mediumh =
high
t = top
if available-
agents
> 0-1499
17
all-levels
pref-level
skill level 1
18
pref-range
skill level 1
18
to skill level 2
18
skil
l
hunt
group
16
,
skills for
VDN:
1st,
2nd,
3rd
pri priorities:l
= low m =
mediumh =
high
t = top
if calls-queued < 1-999
17
expected-wait < 1-9999
seconds
oldest-call-wait > 1-999
seconds
rolling-asa < 1-999 seconds
staffed-agents > 0-1499
17
wait-improved > 0-9999
seconds
unconditionally
spli
t
hunt
group
16
spli
t
hunt
group
16
pri l = low m
=
mediumh =
hight =
top
if available-agents > 0-1499
17
For information about unexpected results, see Troubleshooting vectors.
16
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
17
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.
18
Skill levels are 1-16 (1 is best, 16 is lowest). Skill Level 2 must be greater than or equal to Skill Level 1.
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Requirements
No special requirements.
Operation
The check command checks the status of a split/skill against conditions specified in the
command. If the conditions specified in the command are met, the call is terminated to the
split/skill. If the conditions are met but no agents are available, the call is queued to the split/
skill and waits for an agent to become available.
Each check command may be used with one of the following three keywords: split, skill,
or best. The check split or check skill command requires you to specify the split/
skill to be checked. The check best command checks the status of the best split/skill
identified by the immediately preceding series of consider steps, then either terminates or
queues the call to that split/skill. You dont have to specify the split/skill in check best
commands since the switch compares two or more skills and identifies the best in the preceding
series of consider steps.
The command is customized to check for and/or respond to specific conditions. For example,
the command can queue/terminate unconditionally. The command can also queue/terminate
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 queue at the specified priority level or higher has been waiting less
than the threshold value, which is expressed in seconds.
Rolling average speed of answer is less than the threshold value, which is expressed in
seconds.
Expected wait time is less than the threshold value, which is expressed in seconds.
Expected wait time will be improved by more than the threshold value, which is expressed
in seconds, by queuing the call to the split/skill specified. EWT in the specified split/skill
is compared to the calls current EWT. (A calls EWT will be infinite if the call is not in a
queue.)
A call may be queued to up to three splits/skills simultaneously. A call remains queued either
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 any split/skill to which the call is queued, the following actions take place:
Call begins ringing the agent.
Call is removed from any other queues.
Vector processing terminates.
If the desired backup split/skill is one of the splits/skills to which the call is already queued, the
call is requeued at the new priority level, provided that the command conditions are met. The
check command
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step is skipped, and vector processing continues at the next step if any of the following
conditions are true:
Command conditions are not met.
Desired splits (skills) queue is full.
Desired split/skill has no queue and also no available agents.
Desired split/skill is not vector-controlled.
Call is already queued to this split/skill at the specified priority level.
Call has been previously queued to three different splits/skills.
Note:
A route-to to another VDN can be used to remove the call from the splits it is queued to if
necessary. The steps in the routed-to vector then can be used to queue to other splits.
The check skill command can further have a skill level preference parameter. The skill level
preference parameter can either be a skill level or a range of skill levels. This option allows
you to request that calls are routed to an available agent with the specified skill level. Skill level
preference is applied under the following conditions:
There must be available agents with the specified skill (agent surplus); otherwise, the step
is skipped and vector processing continues at the next step.
The skill (hunt group) must be administered as EAD-MIA or EAD-LOA.
If no agents are available with the requested skill level, then the call is routed to an
available agent with the specified skill.
Related topics:
Check split command on page 230
Check skill for available agents with level preference on page 231
Answer supervision considerations for the check command on page 232
check command feature interactions on page 232
check command interactions with Avaya IQ on page 233
check command interactions with CMS on page 233
check command interactions with BCMS on page 234
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
splits queue at the specified priority level if the condition specified as part of the command is
met.
The check split command is almost identical to the queue-to split command. For more
information about how these commands work, see queue-to split command on page 283.
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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 that 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:
chec
k
skil
l
hunt
group
,
1st,
2nd,
3rd
pri l = low
m =
med
h = high
t = top
if available-
agents
> 0-1499
all-levels
pref-level skill level 1
pref-range skill
level
1
to skill
level
2
If you select the pref-level parameter, the system displays only the Skill Level1 field, in which
you can enter a skill value between 1 and 16. If you select pref-range, the system displays two
fields, Skill Level1 and Skill Level2. Using these two fields, you can enter a range of
preference levels, such as 5 (Skill Level1) to 13 (Skill Level2). The values in both these fields
need to be between 1 and 16. The number in Skill Level2 field needs to be greater than or
equal to the number you enter in the Skill Level1 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 Level1 field in which you can enter
a skill level value for the agent from 1 to 16. Preference level of
1 is the best while 16 is the least.
pref-range The system displays two fields, Skill Level1 and Skill Level2.
Using these two fields, you can enter a range of preference levels,
such as 5 (Skill Level1) to 13 (Skill Level2). The values in both
these fields need to be between 1 and 16. The number in Skill
Level2 field needs to be equal to or greater than the number you
enter in the Skill Level1 field.
check command
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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
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
No answer supervision is returned.
check command feature interactions
The check command can access a messaging-system/message center/server split/skill in
cases where a VDN is assigned as a coverage point. To enable this function, the split/skill must
be assigned as a vector-controlled hunt group.
For BSR and LAI, the command can be considered either a call acceptance vector command or
a neutral vector command. For more on BSR interactions, see Best Service Routing (BSR).
The command is considered a call acceptance vector command whenever one of the following
is true:
Call terminates to an agent.
Call queues to a split/skill.
BSR interflowed call is accepted at remote interflow vector.
The command is considered a neutral vector command when the call neither terminates nor
queues.
No COR checking is carried out when a check step places a call to a split/skill.
The oldest-call-waiting condition can check only priority level l (low).
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check command interactions with Avaya IQ
The ability to report on information associated with use of the check split/skill command
is not currently supported. Support for reporting on this command is planned for a future Avaya
IQ release.
Note:
CMS vector administration cannot be used to display or modify vectors that contain a check
skill command with the skill level preference option set to pref-level or pref-range. To
display or modify these vectors, use Communication Manager vector administration
commands instead.
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 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.
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 calls
accumulated time-in-VDN as NETINTIME (that is, the NET_TIME value on the CMS at switch C
check command
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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 on CMS database items and reports, see Avaya CMS Database Items
and Calculations and Avaya CMS Supervisor Reports.
check command interactions with BCMS
The total number of calls to the VDN that are queued with the 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 with the command as an
ACD call 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 these calls as outflow
in the VDN Report.
collect digits command
Purpose
The collect digits command allows the user to enter up to 16 digits from a touch-tone
phone or an internal rotary phone, or allows the vector to retrieve Caller Information Forwarding
(CINFO) digits from the network.
Syntax and valid entries
collect ced for none
A-Z, AA-ZZ
cdpd
1-16 digits after
announcement
extension no.
none
A-Z, AA-ZZ
V1-V9
for
none
A-Z,
AA-ZZ
For information about unexpected results, see Troubleshooting vectors.
Requirements
The Avaya Call Center Deluxe package or Avaya Call Center Elite package must be installed.
This command is also available with the Automated Attendant RTU.
Call Vectoring commands
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At least one TN744 Call Classifier circuit pack or TN2182 Tone Clock circuit pack must be in
the system unless the command is used only to collect digits returned by a VRU or sent by the
network and never to collect digits from a caller.
The Vectoring (CINFO) feature used to collect ced or cdpd digits from the network ISDN and
the AT&T Network Intelligent Call Processing (ICP) service or equivalent.
Operation
The collect command has two modes of operation:
Collecting digits on the switch
Collecting CINFO digits
Collecting Digits on the switch:
The collect digits command allows a caller to enter digits from a touch-tone or an internal
rotary phone. An optional announcement may be used to request the caller to enter these
digits. The announcement can instruct the user to enter an asterisk (*) if incorrect data is
entered. When the caller enters an asterisk, the digits collected for the current collect
digits command are deleted, digit collection is restarted, and the announcement is not
replayed.
Note:
You can set the Reverse Star/Pound Digit For Collect Step? field on the Parameters page
of the Feature-Related System Parameters screen to y in order to reverse the normal
handling of the asterisk (*) and pound (#) digits by the collect vector command. With the
Reverse Star/Pound Digit for Collect Step set to y, the asterisk (*) digit is interpreted as a
caller end-of-dialing indicator and the pound (#) digit is interpreted to clear all digits that were
previously entered for the current collect vector step.
In using this command, the maximum number of digits requested of the caller must be specified
in the administration of the command. If the caller can enter fewer digits than the maximum
specified, the announcement should instruct the caller to terminate the entry with a pound sign
(#) digit as an end-of-dialing indicator. If all the digits strings for all the variations of a specific
collect digits command are terminated with #, the # must be counted as one of the digits.
Therefore, the number of digits collected should include any # that needs to be collected.
Otherwise, the terminating # is kept as a dial-ahead digit and is processed by a subsequent
collect digits command. If fewer digits than the maximum specified are entered, and if
the caller does not complete the entry with a pound sign, an interdigit timeout occurs. The
timeout terminates the command, and any digits collected prior to the timeout are available for
subsequent vector processing.
Generally, processing of the command requires that a TTR be connected. (If the call originates
from an internal rotary phone, no TTR is needed.) TTRs accept the touch-tone digits that are
entered by Call Prompting users. TTRs are automatically connected as needed by the system.
collect digits command
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The connection of the announcement prompt is skipped and the digit collection phase begins
whenever 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 the administered announcement. If the
announcement to be connected is busy, and if the queue for the announcement is full, or if
there is no queue, the calling party continues to hear the current feedback. The system waits
five seconds and then tries again to connect 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
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 may enter digits at any time. This causes the announcement to be disconnected or
removed from the queue, as appropriate, and the digit collection phase to begin. If the caller
does not enter any digits during the announcement phases, the digit collection phase begins
when the announcement completes.
As soon as the digit collection phase begins, interdigit timing is started, unless the TTR is
already in timing mode (that is, the dial-ahead capability is active and the TTR is not
disconnected).
Digits are collected either as digits dialed during the collect digits command or as dial-
ahead digits dialed since a previous collect digits command but prior to the current
appearance of the command. Digit collection continues for the current command until one of
the following conditions exists:
Number of digits specified is collected.
Pound sign (#) digit is collected (signifying end of dialing).
Inter-digit timer expires.
The inter-digit timer used for the initial digit timeout (to detect rotary dial callers), between digit
timeout and for short entry (with variable length digit collection) is set to 10 seconds by default.
However, the timer can be set to a value between 4 and 10 seconds using the Prompting
Timeout field on the System-Parameters Customer-Options screen.
If, during the digit collection phase, an asterisk symbol (*) is encountered within a stream of
dialed or dial-ahead digits, all digits that are collected for the current collect digits step are
discarded. If additional dial-ahead digits occur after the asterisk, these digits continue to be
processed. If there are no such digits, 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.
Call Vectoring commands
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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 dial-ahead digit for the next collect digits command.
When digit collection is completed, and if a TTR is connected (for a touch-tone phone), the
interdigit timer is restarted to detect a timeout for releasing the TTR. Vector processing then
continues at the next vector step. However, the switch continues to collect any subsequent
dialed digits (including the pound sign (#) and asterisk (*) digits) to allow for the dial-ahead
capability. These additional dialed ahead digits are saved for use by subsequent collect digits
commands, and they provide the caller with a means to bypass subsequent unwanted
announcement prompts. A single # digit can be collected and tested by subsequent route-
to...if digits or goto...if digits commands. Alternately, any collected digits
(whether collected from callers or CINFO) can be passed to a host with ASAI or forwarded to
another site with Information Forwarding. Collection of dial-ahead digits continues until one of
the following occurs:
Vector processing stops or is terminated.
The sum of the digits collected for the current collect digits command and the dial-
ahead digits exceeds the switch 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 (#) digits 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 touch-tone phone user to collect digits is disconnected. This
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 timeout occurs, during which time the caller does not dial any digits,
asterisks (*) or pound signs (#).
- A collect ced/cdpd digits step is processed.
Note:
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. This means that, following a
failed route-to, converse-on or adjunct routing link step, a subsequent collect digits step
always requires the caller to enter digits.
collect digits command
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Note:
Dial-ahead digits are available for use only by subsequent collect digits commands. The
digits are never used by other vector commands that operate on digits (for example, route-
to digits, goto...if digits, etc.). In addition, these digits are not displayed as part of the CALLR-
INFO button operation until they are collected with a collect digits command.
Collecting CINFO digits:
The collect digits step allows you to collect CINFO Digits from the network. When a collect ced
digits or collect cdpd digits step is processed, the system retrieves the first sixteen ced or cdpd
digits from the ISDN User Entered CODE (UEC) Information Element that is associated with
the call. It places the digits in the collected digits buffer. Any digits that were in the collected
digits buffer when the ced or cdpd digits are collected, are erased. If a TTR was connected to
the call from a previous collect digits step, it is disconnected.
If the ced or cdpd digits contain invalid digits (not 0-9, *, #) the digits are not placed in the
collected digits buffer. However, the collected digits buffer is still cleared and if a TTR is
attached it is disconnected.
If no ced or cdpd digits were 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 it is disconnected.
A * 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. If a single # is sent, it is placed in the collected digits buffer.
The number of ced or cdpd digits to collect cannot be specified in the collect digits step. If there
are 16 or fewer digits, all the digits are collected. If there are more than 16 digits, 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.
Once ced or cdpd digits are collected, they can be displayed on a two-line display, or using the
callr-info button.
Related topics:
Answer supervision considerations with the collect digits command on page 238
collection digits command feature interactions on page 239
collection digits command interactions with Avaya IQ on page 239
collection digits command interactions with CMS/BCMS on page 239
Answer supervision considerations with the collect digits
command
Answer supervision is provided as soon as a TTR is connected and processing of the command
starts. The command always provides answer supervision to an incoming trunk if supervision
Call Vectoring commands
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has not been previously provided except that a collect ced/cdpd digits step does not return
answer supervision.
collection digits command feature interactions
For BSR and LAI, the command is considered a call acceptance vector command except for
collect ced/cdpd digits which is neutral.
collection digits command interactions with Avaya IQ
The ability to report on information associated with use of the collect digits command is
not currently supported. Support for reporting on this command is planned for a future Avaya
IQ release.
collection digits command interactions with CMS/BCMS
Collected digits are passed to the CMS when the collect step is processed. Digits are not
passed to the BCMS.
consider command
Purpose
The consider command defines the resource (split, skill, or location) that is checked as part of
a BSR consider series and obtains the data BSR uses to compare resources. After the consider
series has been executed, a queue-to best or check best command can queue the call to
the best resource identified.
If the consider commands are in a status poll vector, a reply-best step returns the data
for the best resource found to the primary vector on the origin switch.
consider command
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Syntax and valid entries
consi
der
locatio
n
19
(multi-
site BSR
only)
1-255
A-Z, AA-ZZ
V1-V9
adjust
by
0-100
percent
A-Z, AA-ZZ
V1-V9
skill
hunt group
20
, skills for
VDN:
1st
,
2nd
,
3rd
pr
i
prioritie
s:
l = l
ow
m = m
edium
h = h
igh
t = t
op split hunt group
2
For information about unexpected results, see Troubleshooting vectors.
Requirements
For switch requirements, see Server requirements in the Avaya Aura

Call Center Feature

Reference document.
Operation
In order to deliver a call to the resource that can provide the best service, consider commands
collect and compare information. Whether you use single-site BSR, multi-site BSR, or both,
consider steps work very much the same.
Each consider command collects status data from one split/skill. Splits or skills on the same
switch are identified by number. Remote locations must be identified by a location number
assigned on the BSR Application screen. For more information, see Multi-site BSR applications
in the Avaya Aura

Call Center Feature Reference document.

Consider commands are typically written in a series of two or more steps called a consider
series. The first step in a consider series collects status data from the resource (a split, skill,
or location specified by the user in the command) and saves this data to a buffer. The next
consider step collects status data on its assigned split/skill and compares the data to that
already in the buffer. If the existing data in the buffer indicates the first split/skill can provide
better service to the call, the data for the first split/skill remains in the buffer as the best data.
If the second split/skill can provide better service to the call, its status data replaces the data
already in the buffer. Each subsequent step works similarly, collecting data from one resource,
comparing it to the best data found up to that point, and replacing the best data only 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 step delivers or queues the call, or when a reply-best step
returns the data for the best resource to a primary vector on the origin switch.
The first consider step in a series shortens the call vectoring 15-step timeout from 1.0 to 0.2
seconds. The timeout is shortened for BSR vectors only (that is, vectors that use consider
19
This item is available only with the Virtual Routing feature.
Call Vectoring commands
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series) in order to reduce real-time delays for call processing and reduce the incidence of race
conditions in multi-site BSR applications.
Related topics:
User adjustments on page 241
Events that clear best data on page 242
Recommendations for the consider command on page 243
Answer supervision considerations for the consider command on page 243
consider command feature interactions on page 243
consider command interactions with Avaya IQ on page 243
consider command interactions with CMS/BCMS on page 244
User adjustments
You may have preferences as to which skills should answer certain types of calls. In both single-
and multi-site BSR, the adjust-by portion of the consider command allows you to program
these preferences into your vectors.
If a resource does not have an available agent when its consider step tests it, the consider
step collects the Expected Wait Time (EWT) were the call to be queued to that resource. You
can adjust this EWT value, for purposes of calculation only, by assigning a value of 0-100 in
the user adjustment. The units of this value are supplied by the switch depending on the
conditions whenever that consider step executes.
For example, in the command consider split 1 pri h adjust-by 20, the switch
interprets adjust-by 20 to mean add 20% to the EWT, but add at least 20 seconds. For
Expected Wait Times of 1-100 seconds, an adjustment of 20 will therefore add 20 seconds.
Above 100 seconds, the same adjustment will add 20% to the EWT for the split/skill specified in
the consider step.
Important:
If the user adjustment are defined as a number of seconds, BSR would 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 multi-site BSR applications, which involve
issues of trunk cost and capacity.
20
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
consider command
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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 EWT. For more information on EWT, see Expected Wait Time
(EWT) in Avaya Aura

Call Center 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.
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:
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
Announcement command
Collect Digits command
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)
Call Vectoring commands
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Recommendations for the consider command
It is recommended that you follow the guidelines below when using consider commands:.
Dont put a consider series in vector loops.
Dont put any commands between the steps of a consider sequence that would cause a
delay. The announcement and wait commands, for example, should not be used within
a consider sequence. The goto commands are OK.
Arrange your consider steps in order of preference.
The consider step that tests the main, or preferred, resource should be the first in the
series. The second consider step should test the resource that is your second preference
for handling the given call type, and so on. To avoid unnecessary interflows, put consider
steps for local resources before steps that consider remote resources. Arranging consider
steps in order of preference is recommended for all BSR vectors. Its especially important
when the active VDN for the call is using the 1st-found agent strategy: since the switch
will deliver the call to the first available agent found, arranging consider steps in order of
preference will ensure that calls are delivered to the best of the available resources and
that unnecessary interflows are avoided.
Answer supervision considerations for the consider command
All forms of the consider command are ISDN neutral and do not return answer supervision.
consider command feature interactions
Splits used in consider commands must be vector-controlled.
consider command interactions with Avaya IQ
The ability to report on information associated with use of consider commands is not currently
supported. Support for reporting on this command is planned for a future Avaya IQ release.
consider command
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consider command interactions with CMS/BCMS
BCMS does not log LAI attempts. Therefore, it will not log BSR status polls since they are LAI
attempts.
converse-on command
Syntax and valid entries for the converse-on command
convers
e-on
ski
ll
hunt
group
21
,
skills for
VDN:
1st,
2nd,
3rd
pr
i
prioriti
es:
l = l
ow
m = m
edium
h = h
igh
t = t
op
pass
ing
6-digit
string
*
#
ani
vdn
digits

qpos
wait
A-Z, AA-ZZ
V1-V9
an
d
6-digit
string
*
#
ani
vdn
none

digits

qpos
wait
A-Z, AA-ZZ
V1-V9
spl
it
hunt
group
2
1
none an
d
none
For information about unexpected results, see Troubleshooting vectors.
Requirements for the converse-on command
A converse split must be a vector-controlled ACD or non-ACD hunt group.
Note:
The converse-on command with a non-ACD hunt group is not supported if EAS is enabled.
Operation
The converse-on command is designed primarily to integrate Voice Response Units (VRUs)
with the switch. The command effects data passing between the switch and the VRU, and it
enables the caller to hear the appropriate voice response script housed in the VRU.
21
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
Call Vectoring commands
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For details regarding call flows, data passing, collection, and return specifications involving the
converse-on command, see Call flow and specifications for converse - VRI calls in the Avaya
Aura

Call Center Feature Reference document.

If the command is successful, it delivers the call to a predetermined split/skill, which is referred
to as the converse split/skill. Once the call is answered by the VRU, the command may or may
not pass data to the VRU (depending upon the parameters of the command). Regardless of
whether or not data is passed, the caller is then 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/
skill, the call retains its position in the non converse split/skill queue. If an agent from the non
converse split/skill becomes available to service the call while the voice response script is being
executed, the switch drops the line to the VRU and connects the caller to the available agent.
The VRU, in turn, detects the disconnect and terminates the voice response script. Whenever a
voice response script is executed, any audible feedback provided by the vector is
disconnected, and no further vector steps are executed until the voice response script is
executed.
The VRU may or may not eventually return data to the switch. If the voice response script is
completed and there is no data to be returned from the VRU to the switch, the VRU drops the
line to the switch, and vector processing is reactivated on the switch.
If there is data to be returned to the switch, the Converse data return code is outpulsed before
the data to be passed is outpulsed. Once all VRU data is received, it is stored in the Call
Prompting digits buffer as dial-ahead digits, and vector processing is reactivated. Digits
returned by the VRU are not heard by the caller.
Digits returned from the VRU can be:
Displayed on the answering agents display set (automatically for 2-line displays, or by
using the CALLR-INFO button for 1-line displays)
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
The 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 may serve two major purposes: the digits may notify the VRU of the application to be
executed, and they may share call related data, such as ANI (BN) or caller digits collected by
the Communication Manager. In many applications, both application selection and data sharing
are required. The touch tone outpulsing rate is adjustable. For details, see Call flow and
specifications for converse - VRI calls in the Avaya Aura

Call Center Feature Reference

document.
Since in many cases the digit strings are of variable length, the switch always appends a pound
sign (#) character to the end of each digit string. The Prompt and collect steps in the voice
response script must therefore always be administered to expect # as the end-of-string symbol
and to include # in the digit count.
The sending of # prevents excessive delays caused by digit timeouts, and it prevents other
problems caused by timeouts. It also ensures that each data field is used to satisfy a single
prompt and collect step.
Any data passed from the switch to a VRU is outpulsed in-band. The user can administer two
time delays on the System Parameter Features screen: converse first data delay and converse
converse-on command
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second data delay fields. These delays may range 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 delays are needed to give the VRU time 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-of-string 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 outpulsed in-band to the VRU. The end-of-string character (#) for the second digit string
is then outpulsed.
Related topics:
Data 1 and Data 2 values administered within the converse-on command on page 246
converse-on split command on page 248
Answer supervision considerations for the converse-on split command on page 251
converse-on split command feature interactions on page 251
converse-on split command interactions with Avaya IQ on page 256
converse-on split command interactions with CMS on page 256
converse-on split command interactions with BCMS on page 256
Data 1 and Data 2 values administered within the converse-on
command
The following values may be administered for <data_1> and <data_2> within the converse-
on command:
Administered digit string: This string can contain up to six characters consisting of one or
more digits (0 through 9) or asterisks (*). The pound sign (#) may not be included in a
digit string because it is reserved as the end-of-string character. However, a single # may
be administered.
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: This data type can be used only if Call Prompting is optioned. To pass CINFO digits,
Vectoring (CINFO) must also be enabled. The digits data type causes the most recent
set of digits collected in vector processing, either from the caller or from the network, to
Call Vectoring commands
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be outpulsed. If no digits are available, the end-of-string pound sign (#) is the only
character outpulsed.
none: This data type causes no characters to be outpulsed. Also, no end-of-string pound
character (#) is outpulsed, and no time delays are invoked.
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 that is outpulsed. This data may be used by the VRU to inform
callers of their position in queue or to decide whether to execute a long or short version
of a voice response script.
Note:
The use of this keyword is not recommended with multiple split/skill queuing. Any queue
position value that is sent may not be meaningful. If the call is queued to multiple non
converse splits/skills, the value of the callers queue position in the first non converse
split/skill is sent. Priority queuing (priority assigned to the queue vector step) and
Dynamic Queue Position, which is available with Avaya Business Advocate, can put
subsequent calls into the queue ahead of the waiting call.
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.
wait: This data type can be used only if the Vectoring (G3V4 Advanced Routing) customer
option is enabled. It causes the expected wait time of the call in seconds to be outpulsed.
For a detailed description of expected wait time, see Expected Wait Time (EWT) in the
Avaya Aura

Call Center Feature Reference document. If the call is not queued or if it is

queued only to splits that are unstaffed or splits where all agents are in AUX work mode,
the end-of-string character # is the only character outpulsed. The value outpulsed is a
variable number not padded with zeroes. It is a maximum of four digits always followed
by #. The range is 0# to 9999# or a single #.
A to Z, 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 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.
#: This is the only character outpulsed. Outpulsing this character causes the
corresponding prompt and collect command in the voice response script to be
skipped.
A pound character (#) is always outpulsed at the end of each digit string. Where # is
administered, or where the digits keyword is administered and the last digit collected from the
caller is #, only one # is outpulsed. No # is outpulsed when the keyword none is administered.
converse-on command
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If data_1is 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.
Related topics:
VRI capabilities on page 248
VRI benefits on page 249
Other VRI considerations on page 249
Using converse-on to outpulse caller information to VRUs on page 249
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.
Call Vectoring commands
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VRI benefits
Use of VRUs with vector processing provides 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 more 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, it may even be
possible to resolve the callers questions while the call is in queue. This can help reduce the
queuing time for all other callers during peak intervals.
When Advanced Vector Routing is enabled, the expected wait time for a call can be passed
to the VRU, and conveyed to the caller. For more information, see Expected Wait Time (EWT) in
the Avaya Aura

Call Center Feature Reference document.

Other VRI considerations
You should also understand the following considerations when you implement VRI:
If callers need to hear an entire voice response script before speaking to an agent, the
call should not be queued until after a converse-on step is executed.
Audible feedback should be provided prior to a converse-on step whenever a large
number of digits need 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
converse-on command
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Collected caller digits (if Call Prompting is enabled)
Expected Wait Time (if Advanced Vector Routing is enabled)
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. For more information, see Variables in Vectors.
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 shown above, a vector can be used to respond to calls that originate from VDNs
that serve customer needs (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 the switch becomes available to service 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, you may wish to include a vector step to test whether sufficient
time is available for a voice response script to be executed. In the example shown above,
step 4 includes a calls-queued condition that is used for this purpose.
It is also important to 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 shown above, step 5 provides
music for this purpose.
For more information about the call flow for converse-VRI calls, see Call flow and specifications
for converse - VRI calls in the Avaya Aura

Call Center Feature Reference document.

Call Vectoring commands
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Answer supervision considerations for the converse-on split
command
Answer supervision is returned 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.
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 was placed using a trunk group with Abandon Call
Search activated, the system checks that the calling party has not
abandoned the call (that is, hung up) before terminating to an
agent.
Adjunct Switch
Applications Interface
(ASAI)
Since vector-controlled splits/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/
skills.
If a converse-on step is executed while an adjunct routing request
is outstanding, the route request is canceled.
Auto-Available Splits/
Skills
A converse-on step may place a call to an auto-available split/
skill. Except in cases where the converse split/skill is ASAI-
controlled, auto-available converse splits/skills are recommended
for Voice Response Integration (VRI).
Call Coverage Call Coverage does not apply because the converse-on step may
deliver calls only to vector-controlled splits/skills, which do not
have coverage paths.
Call Detail Recording 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.
converse-on command
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Interaction Description
Call Park Calls placed by a converse-on step may not be parked.
Call Pickup Calls placed by a converse-on step ringing at an agent station may
be picked up if that agent is part of a pickup group. Subsequent
transfers are denied.
Call Prompting The Call Prompting customer option must also be enabled to gain
full VRI functionality. Without Call Prompting, any data returned by
the VRU cannot be collected and processed by the switch.
If the converse-on step places a call to a split/skill of live agents,
any digits collected previously may be displayed by agents using
the callr-info button.
Call VectoringBasic The converse-on step is an enhancement to the Basic Call
Vectoring customer option. This option must be enabled in order
to invoke the VRI feature.
Class of Restriction
(COR)
As is the case for the queue-to split/skill and check split/skill vector
steps, no COR checking is carried out when a converse-on step
places a call to a split/skill.
Conference Any attempt to conference a call placed by a converse-on step is
denied.
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,
coverage callback cannot be used.
Direct Department
Calling (DDC)
A converse split may be administered as a direct department
calling split.
Distributed
Communications
System (DCS)
If an incoming DCS call is placed to a vector with a converse-on
split/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 may be queued at one of four
priority levels: low, medium, high or top.
Hunt Groups The converse-on step may deliver a call to a vector-controlled hunt
group, ACD split/skill, message center or a messaging-system
hunt group.
Integrated Services
Digital Network (ISDN)
The converse-on step may be administered to outpulse to the
VRU with the ANI (calling party number/billing number CPN/BN)
of the calling party. The outpulse uses an ANI keyword.
Intercept Treatment A caller is never 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 vector-controlled, and since the activation of Call Forwarding
Call Vectoring commands
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Interaction Description
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 vector-controlled (that is, without coverage paths), intraflow is
not possible.
Live Agents Although not recommended, the switch 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.
Look-Ahead Interflow
(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/skill on the receiving switch
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 may 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 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 may retrieve his or her messages in
the usual manner.
If a call is forwarded to or covers to a VDN and is then delivered
to a messaging-system hunt group by a converse-on step, the call
to the messaging system is treated as a redirected call, and the
caller may leave a message for the principal.
Multiple Split/Skill
Queuing
A call can be queued to three different splits/skills and then to a
converse split/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/Skills
A converse-on step may not place a call to a non vector-
controlled split/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.
converse-on command
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Interaction Description
Queuing Calls handled by the converse-on step queue when they are
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/skill, the call remains in queue for the non converse
split/skill.
The queue priority of the call is administrable on the vector step.
Recorded
Announcement
VRI may be used to increase the systems 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
timeout administered, and if the call rings at an agent terminal/
port for longer than the administered timeout, the call is redirected,
and the agent/port is put into the AUX work state (or logged out if
the agent is a member of an auto-available split/skill).
Thereafter, under RONA, the call is requeued to the split/skill
unless there is no room in the queue or unless this is an auto-
available split/skill whose agents are all logged out. If the call
cannot be requeued, 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 may 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.
It is not recommended that a service observing warning tone be
administered since the warning tone may interfere with the
interaction between the VRU and the calling party.
System Access
Terminal (SAT)
converse-on steps may be administered 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 auto-available splits (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
Call Vectoring commands
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Interaction Description
in corruption of data or in the collection of this data in the form of
dial-ahead digits by the switch.
Only after the digit passing phase from the switch to the VRU is
completed can the calling party enter touch-tone digits in response
to a VRU prompt. Only after the VRU to the switch 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
switch prompt.
Transfer A call placed by a converse-on step may not 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 may 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 then attempts to transfer out of a
messaging system, the transfer fails, and vector processing is
reactivated at the next vector step.
Uniform Call
Distribution (UCD)
A converse split/skill may be administered as a Uniform Call
Distribution split/skill.
VDN as a Coverage
Point
If a call covering to a VDN is processed by the converse-on
command and subsequently reaches a station user (that is, a
member of a converse split/skill), and if the converse split/skill
agent attempts to activate Consult (coverage), or Coverage Leave
Word Calling, any of these coverage attempts is denied because
the call is still in vector processing. If the converse split/skill is a
messaging-system/message center split/skill, the call covered to
the VDN is treated like a redirected call to the messaging system/
MCS; the original principal and reason for redirection is used in
the same manner as a Call Forwarded call to a VDN.
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 considered
answered when it is answered by a non converse split/skill but
never when it is answered by a converse split/skill.
Vector-controlled
Splits/Skills
A converse-on step may place a call to a split/skill only if that split/
skill is administered as a vector-controlled split/skill.
converse-on command
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converse-on split command interactions with Avaya IQ
The ability to report on information associated with use of the converse-on command is not
currently supported. Support for reporting on this command is planned for a future Avaya IQ
release.
converse-on split command interactions with CMS
The CMS tracks calls placed by a converse-on step to a CMS-measured split/skill. Since a
converse-on step allows a call to be answered in more than one split/skill, trunk totals no longer
match split/skill totals. However, VDN totals and trunk totals will match.
For call tracking in the CMS VDN reports, a converse-on step is treated like an announcement
step. A call is considered answered when it is answered by a non converse split/skill but never
when it is answered by a converse split/skill.
converse-on split command interactions with BCMS
BCMS tracks calls placed by a converse-on step to a BCMS-measured split/skill. Since a
converse-on step allows a call to be answered in more than one split/skill, trunk totals no longer
match split/skill totals. However, VDN totals and trunk totals will match.
For call tracking in BCMS VDN reports, a converse-on step is treated like an announcement
step. A call is considered answered when it is answered by a non converse split/skill but never
when it is answered by a converse split/skill.
disconnect command for Call Vectoring
Purpose
The disconnect command ends treatment of a call and removes the call from the switch.
Also allows the optional assignment of an announcement that will play immediately before the
disconnect.
Important:
You should always warn the caller prior to disconnecting the call.
Call Vectoring commands
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Syntax and valid entries
disconnect
after
announcement
extension no.
none
A-Z, AA-ZZ
V1-V9
For information about unexpected results, see Troubleshooting vectors.
Requirements
The relevant announcements must be administered and recorded.
Operation
The disconnect command forcibly disconnects a call with an optional announcement. Any
previously established call treatment ends when the disconnect command is executed, and
the call is removed from vector processing and from the switch.
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, the switch sends answer
supervision (if it was not already sent) just before the announcement plays.
When the disconnect command does not include an announcement, the switch sends
answer supervision before it disconnects a call.
Note:
Answer supervision is not sent for ISDN trunks.
An example of the disconnect command is shown below.
Call disconnect example
disconnect after announcement 2918 [
Today has been declared a snow day. Please
report for work tomorrow at 8 P.M.
]
In this example, the caller is provided with sufficient information to meet their needs, so that
no further interaction is required.
Related topics:
Answer supervision considerations for disconnect command on page 258
disconnect command feature interactions on page 258
disconnect command interactions with Avaya IQ on page 258
disconnect command interactions with CMS on page 258
disconnect command interactions with BCMS on page 259
disconnect command for Call Vectoring
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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 command can be considered either a call acceptance vector command or a call
denial vector command.
The command is considered a call acceptance vector command whenever an announcement
is included within the command and one of the following is true:
Announcement is available.
Call is queued for an announcement.
Announcement is retried.
The command is considered a call denial vector command whenever one of the following is
true:
No announcement is included within the command.
Announcement is included within the command, but the announcement is unavailable.
disconnect command interactions with Avaya IQ
The ability to report on information associated with use of the disconnect command is not
currently supported. Support for reporting on this command is planned for a future Avaya IQ
release.
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.
Call Vectoring commands
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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 command is tracked as OTHER in the VDN Report.
goto step and goto vector commands
Purpose
The goto step command allows conditional or unconditional movement (branching) to a
preceding or subsequent step in the vector.
The goto vector command allows conditional or unconditional movement (branching) to
another vector. The goto vector step does not remove a call from queues in which it is already
placed.
All parameters, options and value limits are identical for the goto step and goto vector
commands.
Syntax and valid entries
goto step and goto vector
goto step 1-99 if or goto vector 1-8000
22
@ step1-99 if
A-Z, AA-ZZ >,<,=,<>,>
=,<=
threshold value or string of digits: 1-16, wildcards ( ? , + )
23
,
[A-Z, AA-ZZ], V1-V9
=,<> none
24
, #
25
22
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.
23
The question mark (?) is a wild card that matches any digit (0-9) at the specified position. The plus sign (+) matches any
or no characters at the specified position.
24
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in this
case.
goto step and goto vector commands
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goto step and goto vector
goto step 1-99 if or goto vector 1-8000
22
@ step1-99 if
in table 1-100
22
, [A-Z, AA-ZZ], V1-V9
not-in table
ani >,>=,<>,=,
<,<=
1-16, wildcards (?, +)
24
, [A-Z, AA-ZZ], V1-V9
=,<> none
24
, #
25
in table 1-100
22
, [A-Z, AA-ZZ], V1-V9
not-in table
available-
agents
in skill hunt
group
26
,
skills for
VDN: 1st ,
2nd , 3rd
>,>=,<>,=,
<,<=
0-1499
22
1-1500
22
A-Z, AA-ZZ V1-
V9
in split hunt
group
26
goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
27
@step 1-99 if
calls-
queued
in skill hunt group
28
,
skills for VDN:
1st , 2nd , 3rd
pri priorities: l =
low m =
medium h =
high t = top
> >= <>
= < <=
0-098
27
1-999
27
A-Z, AA-ZZ
V1-V9
in split hunt group
28
counted-
calls
to vdn vdn extension ,
latest , active
29
>, >=, <>, =,
<, <=
0-998
27
1-999
27
A-Z,
AA-ZZ V1-V9
digits >, >=, <>,
=, <, <=
threshold value or string: 1-16, wildcards ( ?, +)
30
, [A-Z, AA-
ZZ], V1-V9
<>, = none
31
25
The # character is used in the threshold field to match a single # digit entered by the caller or an ASAI adjunct in the dial-
ahead buffer. In this case, only the = or <> comparators are valid.
26
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
27
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.
28
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
29
Active refers to the VDN specified by VDN Override settings. Latest refers to the VDN specified for the current vector.
30
The question mark (?) is a wild card that matches any digit (0-9) at the specified position. The plus sign ( +) matches
any or no characters at the specified position.
31
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in this
case.
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goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
27
@step 1-99 if
= meet-me-access
32
in table 1-100
27
, [A-Z, AA-ZZ], V1-V9
not-in
table
expecte
d-wait
for best >, >=, <>, =,
<, <=
0-9999 seconds,[A-Z, AA-ZZ], V1-V9
for call
for split hunt group
28
pri priorities: l =
low m =
medium h =
high t = top
> >= <>
= <<=
0-9998 sec
1-9999 sec A-
Z, AA-ZZ V1-
V9
for skill hunt group
28
,
skills for VDN:
1st , 2nd , 3rd
goto step and goto vector
goto step1-99 if
or
goto vector 1-8000
33
@step 1-99 if
holiday in table 1-999 , [A-Z, AA-ZZ], V1-V9
not-in table
ii-digits >, >=, <>, =,
<, <=
2-digit string , wildcards ( ? , + )
34
, [A-
Z, AA-ZZ], V1-V9
<>, = none
35
in table 1-100
27
, [A-Z, AA-ZZ], V1-V9
not-in table
interflow-gpos > , >= , <> ,
= , < , <=
1-9 , [A-Z, AA-ZZ], V1-V9
media-
gateway
H.248
gateway ID
36
1-999
= , <> registered
32
This item is available only with meet-me conference vectors.
33
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.
34
The question mark (?) is a wild card that matches any digit (0-9) at the specified position. The plus sign (+) matches any
or no characters at the specified position.
35
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in
this case.
36
The maximum number of port networks and media-gateways supported 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 and goto vector commands
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goto step and goto vector
goto step1-99 if
or
goto vector 1-8000
33
@step 1-99 if
all
any
meet-me-full
37
( goto step only)
meet-me-idle
31
(goto step only)
no match
38
goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
39
@step 1-99 if
oldest-call-
wait
in skill hunt
group
40
,
skills for
VDN:
1st , 2nd ,
3rd
pri priorities: l =
low m =
medium h =
high t = top
> , >= ,
<> , =< ,
<=
0-998 sec 1-999 sec
A-Z, AA-ZZ V1-V9
in
spli
t
hunt
group
28
port-
network
Port network
ID
41

1-999
= ,
<>
registered
all
any
queue-fail
42
rolling-
asa
for
skil
l
hunt group
28
,
skills for VDN:
1st , 2nd , 3rd
> , >= ,
<> , =,
< , <=
0-998 sec, 1-999 sec A-Z, AA-
ZZ V1-V9
37
This item is available only with meet-me conference vectors.
38
This item is available only with the Dial by Name feature.
39
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.
40
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
41
The maximum number of port networks and media-gateways supported 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.
42
This item is available only with the Attendant Vectoring feature.
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goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
39
@step 1-99 if
for
spli
t
hunt group
28
for
vdn
vdn
extension,
latest,
active
43
server =, <> main, ess, lsp
service-
hours
in table 1-999, [A-Z, AA-ZZ], V1-V9
not-in table
staffed-
agents
in
skil
l
hunt group
28
,
skills for VDN:
1st , 2nd , 3rd
>, >=,
<>, =, <,
<=
0-1499
33
, 1-1500
33
A-Z, AA-
ZZ V1-V9
in
spli
t
hunt group
34
goto step and goto vector
goto step1-99if
or
goto vector
1-8000
44
@step
1-99
if
time-
of-
day
is mon ,
tue ,
wed ,
thu ,
fri ,
sat ,
sun ,
all
hour
:
00-2
3
minute:
00-59
to mon ,
tue ,
wed ,
thu ,
fri ,
sat ,
sun ,
all
hour
:
00-2
3
minut
e:
00-59
V1-V9 > , < ,
= ,
threshold value or string of digits: 1-16 ,
wildcards ( ? , + ), [A-Z, AA-ZZ], V1-V9
43
Active refers to the VDN specified by VDN Override settings. Latest refers to the VDN specified for the current vector.
44
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.
goto step and goto vector commands
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goto step and goto vector
goto step1-99if
or
goto vector
1-8000
44
@step
1-99
if
<> ,
>= ,
< , <=
= , <> none
45
, #
46
in
table
1-100
36
, [A-Z, AA-ZZ], V1-V9
not-in
table
wait-
impro
ved
for
best > , >= , <> , = , < , <= 0-9998 sec 1-9999 sec A-Z,
AA-ZZ V1-V9
skill hunt
group
47
,
skills for
VDN: 1st ,
2nd , 3rd
pri priorities:
l = low
m =
medium h
= high t
= top
> ,
>= ,
<>,
=< ,
<=
split hunt
group
5
unconditionally
For information about unexpected results, see Troubleshooting vectors.
Requirements
For more information about options required to enable the goto commands, see
Communication Manager options required to enable vector commands on page 205 .
Related topics:
goto step and goto vector commands operation on page 265
Time adjustments using goto conditionals on page 268
45
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in
this case.
46
The # character is used in the threshold field to match a single # digit entered by the caller or an ASAI adjunct in the dial-
ahead buffer. In this case, only the = or <> comparators are valid.
47
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
Call Vectoring commands
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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 II-digits 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
goto step and goto vector commands
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seconds. The improvement in EWT is defined by calculating the difference between the
calls current EWT and its EWT were it to be queued to the resource specified in the
command.
The calls 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. goto step 8 if calls-queued in split 3 pri m > 10
2. queue-to split 3 pri m
3. wait-time 12 seconds hearing ringback
4. announcement 3001
5. wait-time 30 seconds hearing music
6. announcement 3002
7. goto step 5 if unconditionally
8. 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.
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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.
Condition statement
48
Basic Call
Vectoring
Advanced
Vector
Routing
49
ANI and II-
Digits
Routing
50
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
The following vector example includes several goto steps that use conditional branching:
Conditional branching example
1. goto vector 100 if time-of-day is all 17:00 to all 8:00
2. goto vector 200 if time-of-day is fri 17:00 to mon 8:00
3. goto step 8 if calls-queued in split 1 pri l > 5
4. queue-to split 1 pri l
5. announcement 4000
6. wait-time 60 seconds hearing ringback
7. goto step 5 if unconditionally
8. busy
In the example shown above, 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
48
For information about the comparators that can be used with these condition statements, see goto step and goto vector
commands on page 259. 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.
49
For more information about this feature, see Advanced Vector Routing - EWT and ASA.
goto step and goto vector commands
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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 help you decide which gotoif conditional to use for time
adjustments.
Conditional Use to check for the following time adjustments
goto ...if service-
hours
Uses the time adjustments from the Service Hours Table
screen. For more information, see Time adjustments on
the Service Hours Table screen in the Avaya Aura

Call
Center Feature Reference document.
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 is considered to be in the table from the first second of the start time (for example,
08:00:00). Also, it is still considered to be 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 the
keywords 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 <> #
50
For more information about this feature, see ANI /II-digits routing and Caller Information Forwarding (CINFO) on page
155.
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You could not 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
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 <>.
Comparing none, # and numeric digits
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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.
Syntax of gateway conditionals
The following table describes the syntax of the gateway conditionals.
goto step
[
1-99
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]
if media-gateway
[
1x
,
all
,
any
] [
=
,
<>
]
registered
goto step
[
1-99
]
if port-network
[
1x
,
all
,
any
] [
=
,
<>
]
registered
goto vector
[
1-99
]
@step
[
1-99
]
if media-gateway
[
1x
,
all
,
any
] [
=
,
<>
]
registered
goto vector
[
1-99
]
Media gateway, port network, and server vector conditionals
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@step
[
1-99
]
if port-network
[
1x
,
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 following table describes the syntax of the server conditionals.
goto step
[
1-99
Call Vectoring commands
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]
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 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.
Example 1
Use the following example to change queue-to skill from 20 to 30 if the server is the LSP.
1. go to step 4 if server = lsp
2. queue-to skill 20 pri 1
Media gateway, port network, and server vector conditionals
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3. goto step 5 unconditionally
4. queue-to skill 30 pri 1
5. wait-time 10 secs hearing ringback
6. announcement 1000
7. wait-time 60 secs hearing music
8. 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. wait-time 0 secs hearing ringback
2. goto step 6 if port-network 5 <> registered
3. converse-on skill 50 pri 1 passing vdn and ani
4. collect 7 digits after announcement none
5. route-to digits
6. queue-to skill 25 pri 1
7. wait-time 10 secs hearing ringback
8. ...
goto step and goto vector command feature interactions
For BSR and LAI, the command is considered a neutral vector command in all cases. When
a call experiences Look Ahead interflow, the ANI value is sent along with the call only for ISDN
PRI calls. ANI is not sent for internal or DCS calls.
goto step and goto vector command interactions with Avaya IQ
The ability to report on information associated with use of the goto commands is not currently
supported. Support for reporting on this command is planned for a future Avaya IQ release.
goto step and goto vector command interactions with CMS/BCMS
The goto step command is not tracked on the CMS or on the BCMS.
The ANI and/or II-digits are passed to the CMS when the call first starts vector processing if
the following is 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
II-digits is available from the network
The CMS is R3 (R3V5 for II-digits) or a newer version
ANI and II-digits are not passed to BCMS.
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The goto vector command is tracked on CMS. The following database items are created.
goto Vector command
Database Item Report Heading Notes
OUTFLOWCALLS/
OUTFLOWTIME
Vector Flow Out
GOTOCALLS/ GOTOTIME
INTIME Avg Time In Vector
INFLOWCALLS Vector Flow In new vector
CMS interaction notes for goto vector
The ANI and/or II-digits is passed to the CMS when the call first starts vector processing if the
following is 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
II-digits is available from the network
ANI and II-digits are not passed to BCMS.
messaging command
Purpose
The messaging split/skill command allows the caller to leave a message for the
specified extension or the active or latest VDN extension (default).
Syntax and valid entries
messaging skill
hunt group
51
1st
(VDN skill)
2nd
(VDN skill)
3rd
(VDN skill)
for
extension
extension no.
latest
active
2
A-Z, AA-ZZ
V1-V9
51
A valid hunt 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.
52
Active refers to the VDN specified by VDN Override settings. Latest refers to the VDN
specified for the current vector.
messaging command
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split hunt group
1
For information about unexpected results, see Troubleshooting vectors.
Requirements
The split/skill involved must be a messaging system split/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/skill so that the caller may leave a message for the specified extension (call answering
service or mail).
If the split/skill number specified in the command is a valid message service split/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/skill for call answering service.
If the call is queued to the message service split/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/skill queue is full.
The messaging-system link is down.
All messaging-system voice ports are out of service.
The message service split/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 and/or supervisor stations may 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/
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 he or she disconnects.
Related topics:
Using a messaging step in a vector on page 277
Leaving a recorded message on page 277
Answer supervision considerations for the messaging command on page 278
messaging command feature interactions on page 278
messaging command interactions with Avaya IQ on page 279
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messaging command interactions with CMS on page 279
messaging command interactions with BCMS on page 280
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 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 [
Were sorry, our office is closed. If youd like to leave a message, please do
so after the tone. Otherwise, please call back weekdays between 7:30 A.M. and
4:30 P.M. Thank you.
]
9. goto step 11 if unconditionally
10.announcement 4222 [
Were 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 [
Were 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
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.
messaging command
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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 in its operation.
Command
specifies a
specific
mailbox
extension
If the command specifies a specific mailbox extension, the original principal
for a call covered by a VDN is not passed to the adjunct, and it 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/skill, the associated VDN
name is sent to the messaging-system adjunct.
Command
specifies
active or
latest as the
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
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Interaction Description
mailbox
extension
the messaging-system adjunct, and they subsequently appear in the display
to the answering agent.
Mixed-
length
numbering
plans
The messaging system does not support mixed-length numbering plans.
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 considered as either a call acceptance vector
command or a neutral vector command.
Call
acceptan
ce
vector
command
The command is considered a call acceptance vector command whenever
one of the following is true:
Call terminates to an agent or to a messaging-system port.
Call queues to a messaging split/skill.
Neutral
vector
command
The command is considered 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 will not work prior
to Communication Manager 2.0 load 205.
For an example, see Using a messaging step in a vector on page 277
messaging command interactions with Avaya IQ
The ability to report on information associated with use of the messaging command is not
currently supported. Support for reporting on this command is planned for a future Avaya IQ
release.
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. These calls are reported as split/skill Flow Out, Dequeued Calls,
and Dequeued Avg Queue Time.
messaging command
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Calls that queue using a messaging split/skill command are tracked as
CALLSOFFERRED and LOWCALLS (no priority) or MEDCALLS (priority). These 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 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.
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 command is tracked as an outflow in the VDN
Report.
queue-to command
Purpose
The queue-to command unconditionally queues a call to a split/skill, attendant group,
attendant, or hunt group, and assigns a queuing priority level to the call in case all agents or
attendants are busy.
Syntax and valid entries
queue-to attd-group
53
attendant
53
extension no.
best
hunt-group
53
group number
54
pri
priorities:
l = l
53
This item is available with only the Attendant Vectoring feature.
54
A valid group number is a vector-controlled hunt group of any type (ACD, UCD, and so on).
Call Vectoring commands
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skill hunt group
55
, VDN
skills (1st, 2nd,
3rd)
ow
m = m
edium
h = h
igh
t = t
op
split hunt group
55
For information about unexpected results, see Troubleshooting vectors.
Requirements
The split/skill involved must be vector-controlled.
Operation
A call sent with this command either connects to an available agent or attendant in the specified
resource or enter the resources queue. When it enters the queue, feedback is not given to the
caller by this command.
Note:
In Attendant Vectoring, a wait-time 0 secs hearing ringback step should be used to give
immediate feedback to the caller. The queue-to command does not provide ringback until
the call is actually ringing the attendant. The wait-time step should be implemented as the
first vector step or as the step immediately before the queue-to step.
If single-site BSR is enabled, queue-to best queues or delivers a call to the best local split/
skill found by a consider series. If multi-site BSR is enabled, the best resource may be at a
remote location; in this case, queue-to best interflows the call to the interflow VDN defined
for that location on the BSR Application screen.
A call may be queued to up to three local split/skill simultaneously. A call remains queued either
until vector processing terminates (using a disconnect, busy, or route-to command, or
using a dropped or abandoned call), or until the call reaches an agent. When an agent becomes
available in any split/skill to which the call is queued, the following actions take place:
Call begins ringing the agent.
Call is removed from any other queues.
Vector processing terminates.
If the entered split/skill is one of the split/skill to which the call is already queued, the call is
requeued at the 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 queue. The step is skipped,
and vector processing continues at the next step if any of the following conditions are true:
Desired split/skills queue is full.
Desired split/skills is not vector-controlled.
55
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
queue-to command
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Desired split/skills has no queue and also no available agents.
Call has been previously queued to three different split/skills.
Note:
A route-to to another VDN can be used to remove the call from the splits it is queued to if
necessary. The steps in the routed-to vector then can be used to queue to other splits.
A queue-to best command will have the same operation and interactions as the queue-
to split/skill command when the best resource is a local split/skill. When the best
resource is at a remote location, the queue-to best command will function as an
unconditional route-to command (with cov=n) performing LAI.
When a queue-to best command executes, it initializes the data for the best resource (the
best data) the consider series found for this call. If no best data has been defined by the
consider series, a vector event is logged and processing continues at the next vector step. A
consider series might not produce best data for any of the following reasons:
All resources considered are unstaffed
No resource considered has an open queue slot
Best data has been initialized before execution of the reply-best step (because there
are no consider steps in the status poll vector or because the vector contains a prior step
that initializes best data).
For a list of events and vector commands that initialize best data produced by consider series,
see Events that clear best data on page 242.
If a queue attempt to a local resource fails, a vector event is logged and processing continues at
the next vector step. The best data is initialized.
If an interflow attempt to a remote resource fails, a vector event is logged and processing
continues at the next vector step. If a local split/skill was identified as best at some point in the
consider series before the interflow attempt, the call is queued to the local resource. Whether or
not the call can be queued locally in this case, the best data is initialized and processing
continues at the next vector step.
Related topics:
queue-to split command on page 283
Answer supervision considerations for the queue-to command on page 285
queue-to command feature interactions on page 285
queue-to command interactions with Avaya IQ on page 286
queue-to command interactions with CMS on page 286
queue-to command interactions with BCMS on page 287
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queue-to split command
This command queues a call unconditionally. The 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.
Related topics:
queue-to split command general considerations on page 283
Multiple split queuing on page 283
Option with the VDN as the coverage point on page 284
queue-to split command general considerations
You should understand the following considerations when you use the queue-to split or
check split commands:
Make split queues large enough to allow all incoming calls to be queued. If a queue is too
small, a queue-to split or a check split command might fail to queue a call due
to a lack of available queue slots and the call will be dropped.
Include a vector step that tests a split queue before queuing occurs and an alternate step
that provides fallback treatment if the queue is full.
When calls are and/or to backup splits, they also remain in queue for any previous splits to
which they may have been 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
those splits that are vector-controlled. A split is considered to be vector-controlled if yes is
entered in the Vector field of the Hunt Group screen.
When the EAS feature is enabled, Multiple Split Queuing is referred to as 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. goto step 4 if calls-queued in split 1 pri l >= 10
2. queue-to split 1 pri t
3. wait-time 12 seconds hearing ringback
queue-to command
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4. check split 2 pri m if calls-queued < 5
5. check split 3 pri m if calls-queued < 5
6. announcement 3001
7. wait-time 50 secs hearing music
8. goto step 4 if unconditionally
In the example vector shown above, step 1 test whether the main split queue (which has 10
queue slots) is full, and branches to one of the following. A low priority is specified in so that
calls in queue at all priority levels are counted.
Note:
To avoid completing vector processing without queuing the call to a split, it is always good
practice to check a splits queue before queuing to that split. If the queue is full, alternate
treatment such as queuing to an alternate split should be provided.
If the main split queue is full, a goto step 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 a 12-second delay. If the call is not answered
within this time interval, 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 into the splits
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 the VDN as the coverage point
A Vector Directory Number (VDN) can be used as the last point in a coverage path. This
capability allows the call to first go to coverage and then to be processed by Call Vectoring
and/or Call Prompting. The capability also allows you to assign AUDIX to a vector-controlled
hunt group and to therefore enable access to these servers using a queue-to split or
check split command. The result of all this is that call handling flexibility is enhanced.
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.
Call Vectoring commands
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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
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 at this time. Please call back tomorrow.
]
In steps 3 and 8 of the vector example shown above, the caller is given the option of leaving
a recorded message, but the queue-to split command instead of the messaging split
command is used in each case. Thus, the call is actually queued to the AUDIX split.
However, a messaging split command does not queue the call to the split. Instead, if it is
successful, it connects the caller to the split so the caller can leave a message for the specified
extension. However, termination to the split may turn out to be unsuccessful due to a factor
that cannot be checked by vector processing. For example, the AUDIX link might not be
functioning, or all AUDIX ports might be out of service.
As a result of the queuing process, a wait-announcement loop can be included after each
queue-to 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 (if not already returned) when the call is connected to an
answering agent.
queue-to command feature interactions
The queue-to command can access a messaging system split/skill in cases where a VDN is
assigned as a coverage point. To enable this function, the split/skill must be assigned as a
vector-controlled hunt group.
queue-to command
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For BSR and LAI, the command can be considered either a call acceptance vector command or
a neutral vector command.
The command is considered a call acceptance vector command whenever one of the following
is true:
Call terminates to an agent.
Call queues to a split/skill.
BSR interflowed call is accepted at remote interflow vector.
The command is considered 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/skill.
queue-to command interactions with Avaya IQ
The ability to report on information associated with use of the queue-to split/skill
command is not currently supported. Support for reporting on this command is planned for a
future Avaya IQ release.
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.
Call Vectoring commands
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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 calls
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 on the database items and reports, see Avaya Avaya CMS Database
Items and Calculations, and Avaya CMS Supervisor Reports.
queue-to command interactions with BCMS
The total number of calls to the VDN that are queued using the 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 command as an ACD call
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 these calls as outflow
in the VDN Report.
reply-best
Purpose
The reply-best command is used only in status poll vectors in multi-site BSR applications,
where it returns best data for its location to the primary vector on the origin switch.
Syntax
reply-best
Note:
This multi-site BSR command is available only when the Virtual Routing feature is enabled.
For information about unexpected results, see Troubleshooting vectors.
Requirements
The EAS feature must be enabled 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 multi-site BSR application. The
reply-best
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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
Initializes, or clears, the best data
Terminates processing in the status poll vector
If the incoming call is not a trunk call, the reply-best command will drop the call and log a
vector event. No status data will be returned to the origin switch.
If the consider series yields no best data, the reply-best command will drop the incoming
call without returning answer supervision, terminate vector processing, and return an infinite
value for EWT in the DISCONNECT message. A consider series might not produce best data
for any of the following reasons:
All resources considered are unstaffed
No resource considered has an open queue slot
The best data has been initialized before execution of the reply-best step (because there
are no consider steps in the status poll vector or because the vector contains a prior step
that initializes best data.
For a list of events and vector commands that initialize best data produced by consider series,
see Events that clear best data on page 242.
Related topics:
Answer supervision considerations for the reply-best command on page 288
reply-best command interactions with Avaya IQ on page 288
reply-best command interactions with CMS/BCMS on page 289
Answer supervision considerations for the reply-best command
The reply-best step does not return answer supervision.
reply-best command interactions with Avaya IQ
The ability to report on information associated with use of the reply-best command is not
currently supported. Support for reporting on this command is planned for a future Avaya IQ
release.
Call Vectoring commands
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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
This section includes the following topics:
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
For information about unexpected results, see Troubleshooting vectors.
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.
Related topics:
When return destination information is not stored on page 290
return command
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Memory full conditions on page 290
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 this failed return step. Consider the possibility of a failed return step
when programming vector subroutines.
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.
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
This section includes the following topics:
Purpose on page 291
Syntax and valid entries on page 291
Requirements
Operation on page 292
Route-to number command on page 297
Answer supervision considerations for the route-to command on page 300
route-to command feature interactions on page 300
route-to command interactions with Avaya IQ on page 302
route-to command interactions with CMS on page 302
route-to command interactions with BCMS on page 304
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Purpose
Routes calls either to a destination that is specified by 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
56
digit
s
with coverage y, n
meetme
57
numbe
r
58
up to 16 digits (0-9)
<digits>
59
[A-Z, AA-ZZ,
V1-
V9]
60
<digits>*<digits>A
<digits>#<digits>A
<digits>~p<digits>A
<digits>~m<digits>A
<digits>~s<digits>A
<digits>~w<digits>A
wit
h
cov
y, n if digit >,
>=,
<>,
=<,
<=
0-9#
64
interfl
ow-
qpos
<=
<=
1-9
56
The route-to digits and route-to number commands support the Service Observing FACs, remote logout of agent FAC,
remote access extension, attendant access number, and other dialable destination numbers.
57
This item is available only with meet-me conference vectors.
58
A destination for the route-to 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 (e.g., ~p) with a ~ followed by
a character are counted as two digits towards the 16. The number field supports some feature activations using Feature
Access Codes (FACs) alone or followed by digits including Service Observing, Remote Logout of Agent, remote access
extension, attendant access number, Forced Logout/Aux and other destination numbers that can be dialed with a phone.
The number field also supports vector variables (A-Z, AA-ZZ) and VDN variables (V1-V9) whose value in decimal digits is
defined elsewhere before the route-to number command is to be executed.
59
The notation <digits> means that 1 or more digits in the range of 0 to 9 can be inserted when necessary for the application.
The total of digits and characters must be within the 16 digit positions total.
60
Either a vector variable (A-Z, AA-ZZ) or VDN variable (V1-V9) can be entered at the end of any entry (digits or special
character) or entered in place of <digits>; this is shown with an A in the other examples. Each variable whether a single
character or double character counts as two digits towards the maximum of digits in the number field. The variable can be
preceded by digits as long as the total is within the 16 digit/character position limit. The variable must always be the last
entry and can not be followed by a digit. 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 will be combined with the entry in the
number field.
route-to command
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<digits>~W<digits>A
~r
61
~r+
62
*
63
#
63
unconditionally
name1
65
with coverage y, n
name2
65
name3
654
For information about unexpected results, see Troubleshooting vectors.
Operation
The route-to digits command attempts to route a call to a set of digits collected from the
caller, from an adjunct, or from the network. The route-to number command attempts to
route a call to the destination specified by the administered digit string.
Related topics:
Conditional route-to statements on page 293
Destinations for the route-to command on page 293
Command completion and failures on page 293
About the number field on page 294
Abbreviated Dialing special characters on page 295
Using the route-to command for NCR on page 295
Coverage parameter on page 297
Route-to number command on page 297
Answer supervision considerations for the route-to command on page 300
route-to command feature interactions on page 300
route-to command interactions with Avaya IQ on page 302
route-to command interactions with CMS on page 302
route-to command interactions with BCMS on page 304
61
When the specified number is preceded by ~r, Network Call Redirection (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 a special indication for E.164 numbering required by some network Service Providers for NCR invocation over SIP
trunking. The + character is counted as two digit positions towards the 16 total. The ~r or ~r+ entries must be in the initial
digit/character positions of the number field.
62
By prefixing a VDN number with ~r* or ~r# in the route-to number command, you can access a Feature Access Code or
remote phone number over Network Call Redirection.
63
By prefixing a VDN variable with * or #, you can access a Feature Access Code using the route-to number command.
Using the * prefix you can also access a remote number for which you need to dial *9. For this, you need to 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. .
64
The # character is used in the threshold field to match a single # digit entered by the caller or an ASAI adjunct in the dial-
ahead buffer. In this case, only the = or <> comparators are valid.
65
This item is available only with the Dial by Name feature.
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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/hunt group, station, and so on.)
VDN extension
Attendant or Attendant Hunt Group/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, 10-digit DDD, and so on.)
Remote Access Extension.
Service Observing FAC
Another Avaya switch via Network Call Redirection
For more information, see Using the route-to command for NCR on page 295.
Remote Logout of Agent FAC
Forced Agent Logout/Aux Work By Location/Skill FACs
Note:
The active VDNs Class of Restriction (COR) settings 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.
route-to command
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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 cov=n for a covered call regardless of the cov setting
on the route-to command.
If the number expressed in the command is a system extension or an attendant group (and
not a VDN), the system considers the step successful if one of the following conditions occurs:
The endpoint is alerted.
The endpoint has Call Forwarding or night service (hunt group) enabled, and the (night
service) destination forwarded to is alerted.
The endpoint has off-premises Call Forwarding (UDP hunt night service) enabled, and a
trunk is seized.
The system then 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 UDP extension
Standard AAR/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 FRL/COR is restricted, etc.), and vector processing continues at the next vector
command.
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If the number is a 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
Abbreviated Dialing special characters can also be used in the number field. Each of these
characters instructs the system to take a different action when dialing reaches the point where
the character is stored. The characters are as follows:
~p (pause)
~w (wait)
~m (mark)
~s (suppress)
~W (indefinite wait)
Each special character counts as two digits towards the maximum. The maximum number of
digits that can be entered in the number field is 16.
You can use the following variables in the number field alone or in combination with special
characters and preceding digits (see Syntax and valid entries on page 291 for details):
A - Z or AA ZZ vector variable defined in the Variables for Vectors table
V1 - V9 VDN variable assigned to the active VDN for the call
Each variable whether a single character or double character counts as two digits towards the
maximum of digits in the number field.
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
route-to command
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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 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 the Avaya Aura

Call Center Feature Reference document.

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Coverage parameter
The optional coverage parameter determines whether coverage should 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.
Note:
For detailed information about the operation of the route-to command with or without
coverage for the different destinations see the table shown in Switch route-to command
operation on page 371.
Route-to number command
The route-to number command is used to route calls to a vector-programmed number.
Related topics:
About interflow routing on page 297
General considerations for interflow routing on page 298
Service Observing routing on page 299
About interflow routing
Calls can be routed to a programmed number using a process that is known as interflow.
Interflow allows calls directed to a split can be redirected to an internal or an external
destination. For Basic Call Vectoring, this 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
route-to command
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Feature Access Code
Remote phone number for which you need to dial *9 as prefix
General considerations for interflow routing
You should understand the following considerations before you use interflow routing:
Calls should not interflow back and forth between vectors on remote servers and local
servers. This process could cause a single call to use up all available trunks.
When the route-to number command is used to chain multiple vectors together to
enhance processing capabilities, the following events occur:
1. Vector processing begins at the first step in the vector assigned to the routed-to
VDN.
2. The call is removed from any queues to which it was previously assigned.
3. Any previously assigned wait treatment is disabled.
4. Processing then 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 [
Were sorry, all our agents are busy. Please leave a
message. Thank you.
]
2. messaging split 18 for extension 3000
3. disconnect after announcement 2505 [
We cannot take a message at this
time. Please call back tomorrow.
]
In the example shown above, Vector 55 provides a series of initial vector steps that test the
queue status for split 1. Depending on the outcome of those 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
that is assigned to vector 100. When the route-to number command is executed, vector
processing in Vector 55 is terminated, the call is removed from the split 1 queue, and vector
processing continues with step 1 in Vector 100.
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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 these 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:
It is good practice to provide an announcement to explain to the caller that the messaging
connection could not be made.
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 feature access code (FAC).
Important:
The following example does not provide security checks and should 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
In the example shown above, the caller is connected to a listen-only Service Observing FAC.
Once connected, the person who is service observing must dial the extension number that is
to be observed. To observe in a listen or talk mode, the observer would dial a different VDN.
Related topics
For more information about the Service Observing feature, see:
- Avaya Aura

Communication Manager Feature Description and Implementation

- Avaya Aura

Call Center Feature Reference

- Administering Avaya Aura

Call Center Features

For more information about the route-to number A to Z and AA to ZZ variables, see
Variables in Vectors.
route-to command
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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
When COR checking is applied to a route-to number or route-to digits step, it is the COR of
the latest VDN that is used.
The route-to command may specify the AAR or ARS access codes. The COR associated
with the latest VDN is used to determine the Partitioned Group Number (PGN) time-of-day
routing chart. The PGN determines the choice or route tables used on a particular call.
The command may call the messaging-system extension. If this happens, the call is treated
as a direct call to the messaging system, and the calling party may retrieve his or her messages.
If the call covers to a VDN, the command supports a remote messaging-system interface to a
local hunt group extension that is assigned as a remote messaging-system hunt group. The
remote messaging-system hunt group (which has no members and cannot be vector-
controlled) forwards the call to the remote messaging-system destination in the same manner
as when the hunt group is assigned as a point in the coverage path. A DCS link down condition
for a call that covers to a VDN is treated as a direct call to the messaging system.
If the command is directed to a station with bridged appearances, the bridged appearance
button lamps are updated.
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.
If the command is executed and Direct Outward Dialing (DOD) is in effect, the COR of the
latest VDN is compared with the COR of the called facility to determine if the call is permitted. If
access is not permitted, the command fails and vector processing continues. In the case where
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a COR requiring the entry of account codes is assigned to a VDN, and the command is
executed by the associated vector, the command is unsuccessful, and vector processing
continues at the next step.
The individual extension number assigned to an attendant console can be used as the
commands argument.
A call processed by the command can wait in the individual attendant queue and is
subsequently removed from vector processing.
The command can access both public and private networks.
If the command dials the attendant, and if the system is in night service, the call routes to the
DID Listed Directory Number (LDN) night destination.
The command can place AAR/ARS calls that implement subnet trunking, which is the routing of
calls over trunk groups that terminate in switches with different dial plans.
Authorization codes are disabled with respect to routing using VDNs. In other words, if
authorization codes are enabled, and a route-to command in a prompting vector accesses
AAR or ARS, and the VDNs FRL does not have the permission to utilize the chosen routing
preference, no authorization code is prompted for, and the route-to command fails.
If the command routes the call without coverage to a display station, the station displays the
following: a = Originator Name to VDN Name.
If the command calls a station that is a member of a pickup group, the call can be picked up
by another pickup group member.
Anytime a route-to with cov n command initiates a call over ISDN-PRI facilities and LAI
is optioned, the call will be treated on a Look-Ahead basis. However, if the command is used
with the coverage yes option in effect, unconditional interflow results.
For LAI, the route-to command can be considered either a call acceptance vector command
or a neutral vector command. The command is considered a call acceptance vector command
whenever one of the following is true:
Command terminates to a valid local destination.
Command successfully seizes a non-PRI trunk.
Command execution results in a LAI call attempt, and the call is accepted by the far end
switch.
The command is considered a neutral vector command whenever one of the following is true:
Termination is unsuccessful.
Trunk is not seized.
LAI call attempt is denied by the far end switch.
For a call that covers or forwards to a VDN, the route-to with coverage y command
functions the same way as the route-to with coverage n command. For a covered or
route-to command
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forwarded call, the coverage option for the command is disabled since such a call should not
be further redirected.
A route-to with cov y to a station that has call forwarding activated is forwarded.
Service Observing can be initiated with Call Vectoring using the route-to command. For
detailed instructions, see Service Observing routing on page 299.
Note:
The chapter Operation details for The route-to command gives a detailed description of the
feature interactions for the route-to number with and without coverage command.
route-to command interactions with Avaya IQ
The ability to report on information associated with use of the route-to command is not
currently supported. Support for reporting on this command is planned for a future Avaya IQ
release.
route-to command interactions with CMS
Tracking of the route-to digits command varies according to the destination successfully
routed to, as follows.
Routed to station or to attendant
Database item Report heading Notes
OUTFLOWCALLS/
OUTFLOWTIME
Flow Out
Vector Flow Out
1st split
DEQUECALLS/
DEQUETIME
Dequeued Calls
Dequeued Avg Queue
Time
2nd/3rd
splits
INTIME Avg Time In Vector
CONNECTCALLS/
CONNECTTIME
Other Calls Connect answered calls on G3
Routed to trunk
Database item Report heading Notes
OUTFLOWCALLS/
OUTFLOWTIME
Flow Out
Vector Flow Out
VDN Flow Out
1st split
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Routed to trunk
Database item Report heading Notes
DEQUECALLS/
DEQUETIME
Dequeued Calls
Dequeued Avg Queue Time
2nd/3rd splits
Routed to VDN
Database item Report heading Notes
OUTFLOWCALLS/
OUTFLOWTIME
Flow Out
Vector Flow Out
VDN Flow Out
1st split
DEQUECALLS/ DEQUETIME Dequeued Calls
Dequeued Avg Queue
Time
2nd/3rd
splits
INTIME Avg Time In Vector
INFLOWCALLS Vector Flow In
VDN Flow In
new vector
new VDN
INTERFLOWCALLS
/ INTERFLOWTIME
VDN Flow-Interflow
Routed to Split or Hunt Group
Database item Report heading Notes
OUTFLOWCALLS/
OUTFLOWTIME
Flow Out 1st split
DEQUECALLS/
DEQUETIME
Dequeued Calls
Dequeued Avg Queue Time
2nd/3rd splits
INTIME Avg Time In Vector
CALLSOFFERRED new split
MEDCALLS/
HIGHCALLS
no priority/priority
Note:
For calls that route to a split or a hunt group and later intraflow to a station or to an attendant,
OTHERCALLS/OTHERTIME are tracked in the vector and in the VDN tables.
Split calls are also shown in the standard reports according to the final disposition of the call.
Calls that route over a trunk are LAI calls. When a call attempts to route to a trunk (Look-
Ahead Interflow), the LOOKATTEMPTS database item is tracked and reported as Look-
Ahead Interflow Attempts. If the call successfully routes, LOOKFLOWCALLS/
LOOKFLOWTIME are tracked and reported as Look-Ahead Interflow Completions. Interflow
always occurs whenever the with coverage yes option is in effect.
route-to command
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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, 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). DEQUECALLS/DEQUETIME is tracked in the second and third
splits if these splits are not the answering split, 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, and the call is reported as Flow In.
If the command directs a call to a destination, 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.
A call abandoned after the command routes the call to a station or an attendant is tracked in
the VDN tables as ABNCALLS/ABNTIME.
BSR interflows are now tracked as network interflowed calls (NETCALLS) by the CMS at the
receiving switch. The CMS tracks a calls 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 on the CMS database items and reports, see Avaya CMS Database Items
and Calculations, and Avaya CMS Supervisor Reports.
route-to command interactions with BCMS
A call advanced to another position using the 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.
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set command
Description of the set command
The set vector command can do 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 the set command
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.
Syntax and valid entries
The basic syntax of the set command is:
set [vector variable, Digits] = [operand1] [operator] [operand2]
Comman
d
Variables or digits Operand1 Operat
or
Operand2
set user-assigned
66
type A-Z or AA-
ZZ vector
variable
= user-
assigned
66
type
A-Z or AA-ZZ
vector variable
ADD
SUB
MUL
DIV
CATL
CATR
MOD10
SEL
user-assigned
66
A-Z or AA-ZZ
vector variable
asaiuui A-Z or
AA-ZZ vector
variable
digits
67
system-
assigned
68
A-Z or
system-
assigned
68
A-Z
66
Only global or local collect type vector variables can be assigned using the set command.
67
The collected digits buffer holds up to 16 digits.
68
For example, ani, asaiuui, doy, and so on.
set command
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Comman
d
Variables or digits Operand1 Operat
or
Operand2
AA-ZZ vector
variable
or AA-ZZ vector
variable
V1-V9 VDN
variable
directly-
entered numeric
string
69
digits V1-V9 VDN
variable
none digits
none
For information about unexpected results, see Troubleshooting vectors.
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.
69
Limited to 4294967295 with ADD, SUB, MUL, or DIV. For all other operators, the limit is 16 digits.
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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. goto step 6 if calls-queued in split 21 pri m > 10
2. queue-to split 21 pri m
3. announcement 4000
4. wait-time 30 seconds hearing ringback
5. stop
6. busy
In the example shown above, if the stop command is reached, the caller remains in queue at
split 21 and continues to hear ringback. Further vector processing is stopped and vector
processing does not continue to step 6. Therefore, callers connected to split 21 do no hear a
busy signal.
Related topics:
Answer supervision considerations for the stop command on page 307
stop command feature interactions on page 307
stop command interactions with Avaya IQ on page 307
stop command interactions with CMS on page 308
stop command interactions with BCMS on page 308
Answer supervision considerations for the stop command
The command has no effect on answer supervision.
stop command feature interactions
For LAI, the command is considered a neutral vector command in all cases except when a call
is dropped, then it is considered a denial.
stop command interactions with Avaya IQ
The ability to report on information associated with use of the stop command is not currently
supported. Support for reporting on this command is planned for a future Avaya IQ release.
stop command
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stop command interactions with CMS
When the 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 considerations
When music is indicated as a treatment, it refers to the system music, not 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.
Related topics:
Multiple audio/music sources on page 308
Answer supervision considerations for the wait-time command on page 310
wait-time command feature interactions on page 310
wait-time command interactions with Avaya IQ on page 310
wait-time command interactions with CMS/BCMS on page 310
Multiple audio/music sources
The expanded wait-time _ secs hearing <extension> then <treatment2>
command provides what is known as Multiple Audio/Music Sources wait treatment. The
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<extension> option defines an audio or music source that is assigned on the Announcements/
Audio Source administration 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
Any of the announcement/audio source types listed above 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
recommended for call center applications)
Barge-in operation (Queue field set to b)
In addition, integrated board announcements can be set to play once (integrated) or to repeat
after each playing continuously (integ-rep). For more information, see Administering Avaya
Aura

Call Center Features, and the Announcements/Audio Sources screen reference in

Administering Avaya Aura

Communication Manager.
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 can not be connected to the source. Failure to connect to
the source can result from conditions such as:
source not available - extension/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 will occur:
If <treatment2> is set to continue, the caller returns to what they were hearing 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, regardless 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
it 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/music source specified by the <extension> stops (disconnects) before the wait-
time period expires or the caller cannot be connected to that source (source not available), the
wait-time command considerations
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caller will hear the source specified by the then <extension> segment of the vector. In this case,
if <treatment2> is specified as continue, then 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.
wait-time command feature interactions
Feature
interaction
Description
Music-on-Hold When the command is implemented with music as the treatment, the
system-wide music-on-hold feature must be administered. 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.
Look-Ahead
Interflow (LAI)
For LAI, the wait-time command is considered a call acceptance vector
command in all cases, except i-silent, which is considered a neutral
vector command.
wait-time command interactions with Avaya IQ
The ability to report on information associated with use of the wait-time command is not
currently supported. Support for reporting on this command is planned for a future Avaya IQ
release.
wait-time command interactions with CMS/BCMS
The command is not tracked on the CMS or on the BCMS. Vectors with wait-time steps are
only accessible to CMS if the time unit is administered in secs.
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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.
For more information, see User-assigned vector variable types on page 112.
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
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
See also:
For more information about the digits buffer and dial-ahead digits, see Dial-ahead digits and
the digits buffer on page 317.
Variable, digits buffer, and asaiuui
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Assign to asaiuui variable type
The set command can be used to assign a value to a defined vector variable and to replace
or append that 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.
This 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 active.
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 on
page 312 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.
Will be passed by a subsequent event report to an ASAI adjunct in an ASAI IE.
Will be 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 information obtained from vectoring to make ASAI routing decisions or to provide
adjunct display information to the agent.
For example, you can choose to:
Give higher priority status to calls that have been waiting at both remote and local call
centers beyond a certain amount of time.
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.
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Note:
You can remove digits from the ASAI UUI string by replacing those 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) only containts 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
Variable, digits buffer, and asaiuui
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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 preceeded by nulls.
The current ASAI UUI for a call is 145
Define A as asaiuui type with start=45 and length=3
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 varible 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 on page 315.
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.
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The protocol discriminator for the shared UUI format is usually set to 0x00 (user specified),
however it can be set to 0x04 which would indicate IA5 (ASCII) coding of the characters. In
this case it 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 can not access the protocol
discriminator. The set command 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 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) only contains 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 on page 312.
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 #.
See also:
For application examples, see Assigning ASAI UUI values.
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.
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For more information, see User-assigned vector variable types on page 112.
The system-assigned A to Z and AA to ZZ vector variables, such as: ani, asaiuui, doy,
and so on.
For more information, see System-assigned vector variable types on page 104.
V1 to V9 VDN variables
For more information, see VDN variables on page 28.
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.
For more information, see User-assigned vector variable types on page 112.
The system-assigned A to Z and AA to ZZ vector variables, such as: ani, asaiuui, doy,
and so on.
For more information, see System-assigned vector variable types on page 104.
V1 to V9 VDN variables
For more information, see VDN variables on page 28.
digits - the collected digits buffer for the call
none
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.
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- 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.
See also:
For details and examples, see Advanced set command rules and applications.
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.
If the digits
buffer is
And the dial-ahead digits
are
Then set digits = digits ADD 1111
1234 5678 Sets the digits buffer to 2345 and the dial-
ahead digits remain as 5678
If the digits
buffer is
And the dial-ahead digits
are
Then collect 4 digits
2345 5678 Sets the digits buffer to 5678 and the dial-
ahead digits do not contain any digits
Set command considerations
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DIGITS message
A DIGITS message is sent to the Call Management System (CMS) when the set command
changes the digits content. Only the last digits sent are saved for the call. See Avaya CMS
Reports.
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 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 seeing the contents of the digits buffer. When the agent answers the
call, the Info: display will be blank.
1. collect 9 digits after announcement 4501 for none
2. ...
3. ... [steps 2, 3, and 4 process the collected account number]
4. ...
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5. set digits = none CATR none [removes all digits in the collected digits buffer]
6. queue-to skill 1st pri l
wait-time command
Purpose
The wait-time command enables you to create a vector that delays the call with audible
feedback. In presenting an example of a delay announcement earlier in this section, we
mentioned that this type of announcement is usually coupled with a delay step. A delay step
is provided by the wait-time command, which allows the caller to remain on hold for at least
the amount of time that is indicated in the command.
Syntax and valid entries
wait-time 0-999 secs heari
ng
music, ringback, silence, i-
silent
0-480
70
mins audio source ext.
71
A-Z, AA-ZZ V1-V9
then music
ringback
silence
continue
7
2
0-8
70
hrs
For information about unexpected results, see Troubleshooting vectors.
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 that the Vectoring (G3V4 Enhanced) customer option be enabled.
Operation
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
70
This option is not available for vector administration done through Avaya Call Management System or Visual Vectors.
71
This consists of a valid announcement or music source extension that is defined on the announcement audio sources form.
72
The continue treatment is valid only with Multiple Audio/Music Sources. It indicates that the caller continues to hear the
alternate audio or music source using an announcement until another vector command takes effect.
Operation
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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 agents terminal).
Switch receives a destination from the ASAI adjunct.
Vector disconnect timer expires.
Wait times up to 8 hours are allowed for customers who want to use the ASAI Phantom Call
feature to track e-mail 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 of our agents are busy. Please hold.
]
wait-time 20 seconds hearing music
In the example shown above, the caller waits at least 20 seconds for the call to be answered
by an agent. During this wait period, the caller is provided with 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 either 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 and/or a Touch-Tone
Receiver (TTR). For more information about TTRs, which are used with the Call
Prompting feature, see Touch-tone collection requirements in Avaya Aura

Call Center
Feature Reference.
Call Vectoring commands
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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. For instructions for entering an audio or music source on this screen, see
Administering Avaya Aura

Communication Manager.
With the Multiple Audio/Music Sources feature, 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. Or, additional advertising messages can be heard by the callers as they wait
for an available agent.
An example of an announcement that includes an alternative audio or music source in the
wait-time step is shown below.
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
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
wait-time 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 shown above, if the call is not answered in 20 seconds, the caller hears system
music until a subsequent announcement, busy, collect, converse-on, disconnect or wait-time
step is encountered.
You can specify music (system music), ringback, silence, or continue for the then
option. When continue is specified, the caller continues to hear the alternative audio or music
source until it 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. wait-time 30 secs hearing 55558 then continue
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5. route-to number 913034532212 with cov n
6. 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.
Note:
For more information, about Tenant Partitioning, see Avaya Aura

Communication Manager
Feature Description and Implementation.
You should understand the following considerations about how TN works with multiple music
sources on hold:
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 (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.
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 these 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.
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When a vector routes a call to another destination by a queue, check, route-to, or
messaging split command, the switch 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.
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Call Vectoring commands
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Chapter 14: Considerations for the vectoring
features
Considerations for the vectoring features
This section provides various considerations you should bear in mind when using the Call
Vectoring features. These considerations are intended to help you get the highest degree of
productivity from Call Vectoring. For Look-Ahead Interflow considerations, see Look-Ahead
Interflow (LAI).
Note:
If EAS is optioned, skill replaces split.
This section includes the following topics:
Displaying VDN names for vector-initiated DACs on page 325
Call transfer to VDNs on page 331
VDN Return Destination
Displaying VDN names for vector-initiated DACs
The Display VDN for Route-to DAC feature improves the efficiency of call center agents who
answer vector-initiated direct agent calls that originate from multiple Vector Directory Numbers
(VDNs).
The type of information displayed at the agent station display with a vector-initiated direct agent
call can be summarized as follows:
When the Display VDN for Route-to DAC feature is not enabled, only the EAS LoginID
name for the agent who receives the call is shown.
When the Display VDN for Route-to DAC feature is enabled for such calls, the active VDN
name associated with the call is shown.
Providing agents with the ability to see the VDN name associated with an incoming call
improves agent efficiency and customer satisfaction. For example, if an agent receives
incoming trunk calls for different products from three different VDNs, the VDN name displayed
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by the Display VDN for Route-to DAC feature allows the agent to answer the call as a sales
representative of that product. This feature is especially useful when vector-initiated direct
agent calls route incoming trunk callers to personalized agent providing services for new
customers, special product offers, or premier levels of service.
This section includes the following topics:
Display VDN for Route-to DAC feature operation on page 326
Display VDN for Route-to DAC prerequisites on page 327
Administering the Display VDN for Route-To DAC feature on page 328
Methods for creating vectors that use the Display VDN for Route-to DAC feature on
page 329
Interactions with other Communication Manager features on page 330
Related topics:
Display VDN for Route-to DAC feature operation on page 326
Display VDN for Route-to DAC prerequisites on page 327
Administering the Display VDN for Route-To DAC feature on page 328
Methods for creating vectors that use the Display VDN for Route-to DAC feature on page
329
Display VDN for Route-to DAC feature operation
The Display VDN for Route-to DAC feature is designed for call scenarios where a VDN-
initiated call is routed to a vector where direct agent calls are originated by one of the following
methods:
A route-to number vector step withcov parameter set to y, where the number field is
administerd with a valid EAS loginID extension.
A route-to digits vector step with coverage parameter set to y, where a collect digits
vector step preceding this step is used to allow the caller to enter the digits for an EAS
LoginID extension.
An adjunct routing link vector step, where a direct agent call is originated by the Route
Select digit information returned from a CTI application.
The Display VDN for Route-to DAC feature is activated for an incoming trunk call when the call
is routed through a VDN that has the Display VDN for DAC Calls? field administered to y.
When one of the above-listed vector steps routes such an incoming call as a direct agent call to
an EAS loginID extension, the active VDN name is shown on the called agent station display
instead of the called EAS agent's LoginID name. If this call is routed to another EAS agent in
the initially-called EAS agent coverage path, the active VDN name will again be shown on the
covered-to agent station display, instead of the initially-called EAS agent LoginID name.
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Related topics:
Station display formats on page 327
Station display formats
If the Display VDN for Route-to DAC feature is activated for an incoming trunk call routed
through a VDN to a vector that initiates a direct agent call to an EAS agent, the format of the
called agent station display appears as one of the following:
<Incoming Trunk Name> to <VDN Name>
<Incoming caller ANI> to <VDN Name>
If the Display VDN for Route-To DAC feature is not activated for an incoming trunk call, the
called agent station display appears as one of the following:
<Incoming Trunk Name> to <EAS loginID extension>
<Incoming caller ANI> to <EAS loginID extension>
Note:
If the EAS agent to which the call is routed by vector-initiated Direct Agent Calling (DAC) is
not available, and the called EAS agent has a coverage path to other EAS agents, the
Display VDN for Route-to DAC feature preserves the active VDN name and sends it to the
agent station display for a covered-to EAS agent. If the call covers to a normal station
extension in the called EAS agent coverage path, the Display VDN for Route-to DAC feature
does not apply to the covered-to station display, and the EAS LoginID of the called EAS
agent is displayed instead.
Display VDN for Route-to DAC prerequisites
To use the Display VDN for Route-to DAC feature for incoming trunk calls routed through a
Vector Directory Number to an EAS agent using Direct Agent Calling (DAC), the following
administration settings are required:
The Expert Agent Selection (EAS) feature must be enabled using the System-
Parameters Customer-Options screen and the Features-Related System Parameters
screen.
The VDN used to route an incoming trunk call to a vector that initiates a direct agent call
must have the Display VDN for DAC Call? field set on page 2 of the Vector Directory
Displaying VDN names for vector-initiated DACs
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Number screen. Also, the Class of Restriction (COR) administered for this VDN must have
the Direct Agent Calling field set to y on page 1 of the Class of Restriction screen.
The EAS LoginID to which a vector-initiated direct agent call is routed must have an
administered COR that has the Direct Agent Calling field set to y on page 1 of the Class
of Restriction screen.
For detailed feature administration instructions, see Administering the Display VDN for Route-
To DAC feature on page 328.
Administering the Display VDN for Route-To DAC feature
To activate the Display VDN for Route-to DAC feature, the VDN used to route an incoming
trunk call must be administered with theDisplay VDN for DAC Calls? field set toy The active
VDN name station display treatment provided the Display VDN for Route-to DAC feature
applies to the initial EAS agent who receives the vector-initiated direct agent call, as well as
any EAS agents who may be in the coverage path of the EAS agent the call is initially routed to.
To enable the Display VDN for Route-to DAC feature:
1. Log in to the switch administration system.
2. Enter:
display system-parameters customer-options
3. Go to page 5 of the screen.
4. The Expert Agent Selection? field must be set to y.
5. Enter:
change system-parameters features
6. Go to page 10 of the screen.
7. If theExpert Agent Selection (EAS) Enabled? field is set ton, set the field to y.
8. Enter:
change vdn XXXXX
Where XXXXX is the VDN number for which the Display VDN for Route-to DAC
feature is to be enabled.
9. Go to page 2 of the screen.
10. Set the Display VDN for Route-To DAC?field to y.
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Methods for creating vectors that use the Display VDN for Route-
to DAC feature
You can administer a vector in several different ways to utilize the Display VDN for Route-to
DAC feature.
Note:
For any of the vector examples shown below, if an incoming trunk call is routed through a
VDN with the Display VDN for Route-to DAC? field set to y, the direct agent call is
activated with the VDN Display for Route-to DAC feature.
Related topics:
Using collect digits and route-to digits commands on page 329
Using route-to number commands on page 329
Using adjunct routing link commands on page 330
Using collect digits and route-to digits commands
The following vector example shows how to:
Use a collect digits vector step to prompt a caller to enter digits for a valid EAS agent
loginID extension
Use a route-to digits vector step to route the call to an agent as a direct agent call:
wait-time 0 secs hearing ringback
collect 5 digits after announcement 3001
go to step 5 if digits < > 1????
route-to digits with coverage y
announcement 3002
goto step 2
Using route-to number commands
The following simple vector uses the route-to number vector step to originate a direct agent
call to an EAS LoginID extension:
wait-time 0 secs hearing ringback
route-to number 85103 with cov y
Displaying VDN names for vector-initiated DACs
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Using adjunct routing link commands
You can also originate a direct agent call with a vector that includes an adjunct route vector
step. When an incoming trunk call is routed through a VDN to a vector that includes an adjunct
route vector step, vector processing treats this step like a route-to number with cov set to y
vector step.
The following vector uses the adjunct route vector step to originate a direct agent call. In this
example, the CTI application would be designed to route the call as a direct agent call in a
Route Select ASAI message.
1. wait 0 secs hearing ringback
2. adjunct route link 3
3. wait 30 secs hearing ringback
4. announcement 3501
5. disconnect
Interactions with other Communication Manager features
Interactions of the Display VDN for Route-to DAC feature with other Communication Manager
features include the following:
Interaction Description
Call Coverage When the Display VDN for Route-to DAC feature is activated for a
call, and a vector-initiated direct agent call is made to an EAS agent
having a coverage path that has other agents as coverage points, the
active VDN name associated with the call is displayed on a covered-
to agents station display instead of the originally-called EAS agents
LoginID extension.
Call Forwarding Display VDN for Route-to DAC has no impact on the Call Forwarding
feature.
Station Conference/
Transfer
When an EAS agent transfers or conferences a vector-initiated direct
agent call that has the Display VDN for Route-to DAC feature
activated to another agent or station user, the station display of the
answering agent or station does not show the active VDN name that
was previously displayed for the call. This is consistent with the
existing station display treatment for transferred or conferenced calls
that have a VDN name shown as the to party for a call.
VDN Override Active VDN name station display rules for the VDN Override feature
are applied to the Display VDN for Route-to DAC feature. For
example, if an incoming trunk call is routed through a VDN where the
VDN Override feature is enabled, and the call is routed to a second
VDN by a route-to number vector step where the Display VDN for
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Interaction Description
Route-To DAC? option is set to y, the station display for an EAS
agent that receives a subsequent vector-initiated direct agent call
shows the second VDNs name for the call instead of the called EAS
agents LoginID extension.
Redirect on No
Answer (RONA)
The Display VDN for Route-to DAC feature is activated only for
vector-initiated direct agent call to an EAS LoginID extension. When
the RONA timer expires after the call is not answered, one of the
following results occurs:
If subsequent vector processing again routes the call to an EAS
LoginID extension by means of the Direct Agent Calling (DAC)
feature, and the Display VDN for Route-to DAC feature is enabled,
the active VDN name is shown on the covered-to agent station
display.
If subsequent vector processing again routes the call to an EAS
LoginID extension by means of the DAC feature, and the Display
VDN for Route-to DAC feature is not enabled, then the EAS LoginID
for the covered-to agent is shown on their station display.
Messaging systems
for EAS Agents
The Display VDN for Route-To DAC feature has no interaction with
messaging systems for a vector-initiated direct agent call that is
routed to an EAS agent and subsequently covers to the agents
messaging-system mailbox.
Adjunct Routing If a call is routed through a VDN having the Display VDN for Route-
to DAC? feature set to y, and an adjunct route vector step is executed
that results in a direct agent call to an EAS agent, the active VDN
name is displayed on the routed-to agents station display instead of
the called EAS agents LoginID.
Call transfer to VDNs
Care needs to be taken when writing a vector to which callers will be transferred. This is
especially true if the vector manipulates or tests data that is delivered with the incoming call,
such as ANI, II-digits, or CINFO digits.
To understand why care is needed, it is necessary to understand how a transferred call is
treated. There are three main steps in a call transfer.
1. The transferring party hits the transfer button. The caller is put on hold. A second
call is created with the transferring party as the originator.
2. The transferring party dials the VDN extension. Vector processing starts. The
transferring party, not the caller, hears the initial vector provided feedback, if any.
3. The transferring party hits the transfer button for the second time. The two calls
merge. The transferring party is dropped from the call. The caller becomes the
Call transfer to VDNs
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originator of the new call. The caller now begins to receive vector provided
feedback.
Between transfer steps 2 and 3 there is always a small but finite amount of time during which it is
the transferring party who is connected to the vector. Any testing of ANI, II-digits, or CINFO
digits during this time window applies to the transferring party and not to the caller. For this
reason, it is recommended that vectors not start with an ANI, II-digit, or collect cdpd/ced step.
Insert a delay of sufficient length to allow the transferring party to complete the transfer.
A delay is not required before a collect x digits after announcement step because a collect
announcement is restarted for the caller when the transfer is complete.
VDN Return Destination
About VDN Return Destination
The VDN Return Destination feature allows an incoming trunk call to be placed back in vector
processing after all parties, except the originator, drop. This feature is included in the Avaya
Contact Center Deluxe package and the Avaya Contact Center Elite package.
A field on the VDN screen allows the user to enter a VDN extension as a Return Destination. In
this section, the VDN which has the Return Destination field administered will be called the
VDN with this feature active. For an example of limiting the number of returns to the Return
Destination, see Example 2 under collect type variable in Programming Call Vectors in Avaya
Aura

Call Center. The Return Destination VDN (the one specified in the new field) will be
referred to as the Return Destination.
Every incoming trunk call that is processed through a VDN with this feature active will be placed
back in vector processing when all parties on the call, except the originator, drop. For this
feature, the originator is the incoming party that originated the call at the time the call entered
the VDN with this feature active.
Note:
Incoming calls on DCS ties do not go to VDN Return Destination.
The VDN that the call will be placed in (when the originator is the only remaining party) is
determined by the return destination. This VDN may be the same or different than the original
VDN.
This feature is used to keep the call active and give the caller the opportunity to signal the need
for sequence dialing (by entering a #). There are two ways this can happen:
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1. When the destination drops on its own (after having answered), the call will go to
the Return Destination which will have a collect digits vector step. This step
will try to collect the # sign entered by the caller.
2. When the call is not answered, the caller enters the # to request sequence calling
(this # will be collected by the ASAI-Requested Digit Collection feature). This # is
reported to the adjunct. The adjunct requests the third_party_drop (or
third_party_end_call) for the destination, and at that point the call goes to the Return
Destination.
The VDN Return Destination and ASAI-Requested Digit Collection features may be used
independently, with the following rules:
1. If there is no ASAI request to collect digits, but a Return Destination is provided:
when all parties, except the originator, drop, the switch will route the call with only
one party active (the caller) to the Return Destination. At this point, the call enters
vector processing for the VDN specified by the Return Destination.
The caller will keep returning to this same return destination indefinitely until either
the caller hangs up or a busy or disconnect vector step is executed. Once a call
leaves vector processing for the first time, the return destination will never be
changed.
2. If a request is made to collect digits but there is no Return Destination provided: the
switch will collect the digits and pass them on to the ASAI adjunct. It will be up to
the adjunct to take action. However, if the action taken by the adjunct is to drop one
party on the call, the switch will drop the other party as well and clear the call (it
cannot retain a call with only one party, if there is no Return Destination for further
processing).
User scenario remote access with host provided security
A customer may use the VDN Return Destination feature to provide a more flexible remote
access feature together with host-based call security. The remote user/caller does not have to
call back into the switch when multiple destinations need to be reached nor does the caller
have to enter his/her identification every time a new destination is desired.
This system consists of three VDN/vector pairs. The first VDN uses the vector shown in The
following example.
Sample vector for remote access
1. collect 6 digits after announcement 1001 (
Please enter
your identification number and password followed by # sign
)
2. adjunct routing link 12
3. wait-time 6 seconds hearing silence
4. disconnect after announcement 1003 (
We are sorry, but we are
experiencing technical difficulties at this time, please try
VDN Return Destination
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again later
)
In this scenario, a remote caller calls into the switch by dialing the first VDN. The vector shown
above prompts the caller to enter an identification number and a password that will be passed,
using the adjunct routing link vector command, to the host for validation. The host can
keep track of invalid attempts or decide to de-activate or activate certain identification numbers
based on customer set criteria. If the host is not available, the call will be disconnected after
an announcement (vector step 4 above).
Sample return destination vector with disconnect
1. collect 16 digits after announcement 1002 (
Please enter
the telephone number of your destination, followed by # sign
)
2. adjunct routing link 12
3. wait-time 6 seconds hearing silence
4. disconnect after announcement 1003 (
We are sorry, but we are
experiencing technical difficulties at this time, please try
again later
)
If the ID and password are valid, the adjunct specifies a route to the second VDN, which uses
the vector shown above. The switch collects digits for the destination that the caller wants to
reach (vector step 1 above). The host receives the number entered by the caller (vector step
2 above) and validates the entered number to check if the caller is allowed to reach the
specified destination. If so, the host routes the call to the destination. After the called destination
disconnects from a call, the caller can remain on the line to be connected to the Return
Destination, which points to the same vector.
Note:
If the ID or password entered at the first VDN is invalid, then the call can be routed to a third
VDN. The vector for this VDN (not shown) consists simply of a disconnect after
announcement step with an appropriate announcement. The invalid call attempt is logged.
The caller, once connected to the Return Destination, can enter a second destination/phone
number to connect to. The host performs the same validation on the destination number as in
the first destination and routes the call as appropriate (destination entered by caller or alternate
destination). Note that the host can also provide reports on all the destinations and times
reached by each remote user.
In the Return Destination vector, it is recommended that the first vector command give the
caller the opportunity to disconnect from the call rather than immediately routing the call to
some destination. If the call was immediately routed and then the caller decided to hang-up,
the destination that the call was routed to would ring, alerting the called party, but then no one
would be on the line at the other end (this could be confusing to customers, and could be
misinterpreted as a problem with the feature). Vector commands such as wait-time,
collect after announcement, and announcement can provide the caller with the
opportunity to disconnect before the call is routed. As an example, an announcement
command with the recording, Please hang-up to end your call, or remain on the line if you wish
to place another call, instructs the caller to disconnect before the call is routed.
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User scenario saving in trunk facilities between call centers
You can also use VDN Return Destination to return a call to a local agent after the call is
transferred to a remote destination (call). This eliminates the need for the remote agent to
transfer the caller back to a local agent and will save in switch trunk facilities, since each time
the call is transferred back to a local agent an additional trunk is being used by the call.
For example, calls can be received at the local call through a VDN that has the return
destination administered. These calls are delivered to an agent on the local switch. If the local
agent transfers the call to a remote destination (because the caller needed to talk to an agent on
the remote switch), the call returns to the Return Destination after the remote switch drops the
call. The remote switch agent must inform the caller to remain on the line after they are finished
and the remote agent just needs to disconnect from the call (hang up).
The Return Destination for this scenario should include an announcement vector command
at the beginning to inform the caller to disconnect from the call, if they do not want to be
reconnected to an agent on the local switch. A sample Return Destination vector is shown in
the following example.
Sample return destination vector with announcement
1. announcement 1004 (
Please remain on the line, if you want
to talk a to another representative
)
2. queue-to split 101 pri m
3. announcement 1005 (
All our representatives are busy,
please wait
)
4. wait-time 60 secs hearing silence
5. goto step 3 if unconditionally
VDN Return Destination
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Chapter 15: Troubleshooting vectors
Criteria for success/failure of call vectoring commands
The following table summarizes the success and failure criteria for various vector commands.
Before you write or evaluate vectors, it is important to understand the information in this table.
Note:
If EAS is enabled, skill replaces split.
Call vectoring command success/failure criteria
adjunct routing link
Fails if any of the following are true:
VDNs COR does not permit routing to the adjunct-
supplied destination.
TAC/ARS/AAR code is invalid.
Specified agent is not logged into the specified split for
a direct agent call.
Local extension is not in the dialplan.
Invalid number was dialed.
Stop wait-time or
announcement step (if
present). Then continue vector
processing with the next
sequential step.
Otherwise, succeeds. Route the call and provide
feedback.
announcement
Fails if specified announcement is not administered, not
recorded, or busied out.
Continue vector processing
with the next sequential step.
Otherwise, succeeds. Play the announcement, then
continue at the next sequential
step.
busy
Always succeeds. Central Office (CO) without answer
supervision trunk callers will not hear the busy tone.
Exit vector processing, then
play the busy tone for 45
seconds before dropping the
call. (Unanswered CO trunk
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Call vectoring command success/failure criteria
calls receive 45 seconds of
ringback.)
check split
Fails if any of the following are true:
Vector conditional is false.
Splits queue is full.
Split is not vector-controlled.
Call is already queued at the specified priority to the
specified split.
Call is already queued to three different splits.
Continue vector processing
with the next sequential step.
Otherwise:
Succeeds, and the call is terminated to an agent. Exit vector processing, and
pass control to call processing.
Succeeds, and the call is queued or requeued in the
specified split at the specified priority.
Continue vector processing
with the next sequential step.
collect-digits
Fails if any of the following are true:
Call originates from an outside caller who is not using a
touch-tone telephone.
Call Prompting timer takes
effect, command times out, and
vector processing continues at
the next vector step.
No TTR is in the system, or the TTR queue is full. Continue vector processing at
the next step.
Caller enters fewer digits than the maximum specified. Call Prompting timer takes
effect, command is terminated,
and any digits collected prior to
the timeout are available for
subsequent processing.
Otherwise, succeeds. Continue vector processing at
the next step.
consider locations
Fails if any of the following are true:
No BSR application administered in active VDN.
Location not administered in BSR application.
Status Poll VDN number not administered in BSR
application.
Continue vector processing
with the next sequential step.
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Call vectoring command success/failure criteria
Status Poll VDN number is invalid.
Status Poll fails because all trunks are busy.
Otherwise:
Succeeds, but takes no action if polling of specified
location is suppressed.
Continue vector processing
with the next sequential step.
Succeeds, and place status poll call to the status poll VDN. Suspend vector processing
until status poll response
received.
consider split
Fails if any of the following are true:
VDN skill (1st, 2nd, 3rd) is used in consider step but not
administered for active VDN.
Continue vector processing
with the next sequential step.
Otherwise: Succeeds, and the status of the local split is
evaluated.
converse-on split
Fails if any of the following are true:
Converse split queue is full.
Converse split is not vector-controlled.
Auto-available split is in effect, and all agents are logged
out by Redirection on No Answer (RONA).
Continue vector processing
with the next sequential step.
Otherwise: Succeeds, call is delivered to the converse
split, and (if administered) digits are outpulsed to the VRU.
The caller is connected to the VRU, the voice response
script is executed, and (if necessary) digits are outpulsed
to the switch.
Continue vector processing
with the next sequential step.
disconnect
Always succeeds. Play the announcement (if
specified). Then drop the call.
goto step and goto vector
Fails if the step condition is not met. Continue vector processing
with the next sequential step.
Succeeds if the step condition is met. goto step - continue vector
processing with the destination
step
goto vector - continue vector
processing with the first
nonblank step of the destination
vector.
Criteria for success/failure of call vectoring commands
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Call vectoring command success/failure criteria
messaging split
Fails if any of the following are true:
Specified split is not a messaging-system split.
Specified extension is invalid.
Messaging split queue is full.
Messaging split is not vector controlled and has no
working agents (none logged in or all in AUX work
mode).
Communications link with the messaging-system
adjunct is inaccessible.
Continue vector processing
with the next sequential step.
Otherwise, succeeds. Terminate vector processing.
queue-to split
Fails if any of the following are true:
Splits queue is full.
Split is not vector-controlled.
Call is already queued at the specified priority to the
specified split.
Call is already queued to three different splits.
Continue vector processing
with the next sequential step.
Otherwise:
Succeeds, and the call is terminated to an agent. Exit vector processing, and
pass control to call processing.
Succeeds, and the call is queued or requeued in the
specified split at the specified priority.
Continue vector processing
with the next sequential step.
reply-best
Fails if any of the following are true:
Incoming call is not ISDN or SIP
Incoming trunk group is not administered for shared UUI
or for QSIG Supplementary Service b.
Drop the call.
Otherwise: Succeeds and returns status data of best
resource found in consider series.
Drop the call.
return
Fails if there is no return destination data stored for the
call.
Continues vector processing on
the subsequent vector step. If
this is the last step, the step is
treated as a stop step.
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Call vectoring command success/failure criteria
Succeeds when there is return destination data. Returns to the calling vector.
set
Always succeeds.
If there is an invalid assignment, a vector event is
generated.
Continues to the next step with
an invalid assignment or not.
stop
Always succeeds. Exit vector processing. Control
is passed to normal call
processing. Any queuing or
treatment in effect remains in
effect. Call is dropped if not
queued.
wait-time
Always succeeds. Connect the specified
treatment and pass control to
the delay timer. Any feedback is
continued until other feedback
is provided.
Unexpected feature operations
The following table indicates and explains unexpected operations within Call Vectoring that
you may encounter.
Unexpected feature operations
Customer observations Causes
General Vector Processing
Vector stuck 10,000 steps executed.
No default treatment in the vector.
Audible feedback lasts longer
than the delay interval.
Last vector step.
Queuing for an announcement.
Queuing for a touch-tone receiver for a collect
digits step.
Look-Ahead Interflow
Agent receiving phantom call. Agents on both switches become available simultaneously.
Avoid by including at the beginning of the receiving switch
vector a short wait-time or announcement step.
Unexpected feature operations
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Unexpected feature operations
Customer observations Causes
Also, use the interflow-qpos conditional (see How
enhanced LAI works).
Remote agent receiving
phantom calls when vectoring
uses qpos conditional.
Interflow-qpos threshold may be set too low.
No Look-Ahead Interflow
attempts accepted.
No trunks.
Network failure.
Insufficient FRL.
All Look-Ahead Interflow
attempts accepted.
Look-Ahead Interflow attempts are interworking off of one
of the following:
Interworking off of the network
Receiving vector not designed for conditional acceptance
route-to with coverage yes command was
used to interflow
Look-Ahead Interflow not optioned at the receiving switch.
Look-Ahead DNIS name not
displayed or no collected digits
received
LAI IE or VDN Name (Shared UUI) not forwarding with call.
Trunk group settings are not administered to support this
data. For more information, see Information Forwarding in
the Avaya Aura

Call Center Feature Reference.

Unexpected command operations
The following table indicates and explains the unexpected operations the customer may
encounter when using the Call Vectoring commands.
Unexpected command operations
Customer observation Cause
adjunct routing link
Step skipped (that is,
default treatment).
Invalid link extension.
No trunks available.
COR/FRL restricted.
Timeout. (Application did not respond within the time specified
in the wait-time command and/or within the time length of
the recorded announcement.)
Digit string inconsistent with networking translation.
ASAI link down.
Invalid route destination returned from adjunct.
Busy tone. Busy local destination has no available coverage points.
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Unexpected command operations
Customer observation Cause
Network reorder or
intercept
The digit string supplied by the adjunct is inconsistent with
public network translation.
The digit string is inconsistent with the networking translation.
Intercept or reorder tone is
heard
Vector processing succeeded routing off the switch, but a
problem has occurred before routing to its final destination.
All trunks are busy on a
quiet system
Two switches are treating each other as a backup switch.
Step skipped The Port Network (PN) link is down.
A variable represents an invalid number, such as out of range
or null. The variable is assigned the # character and an event
is generated.
announcement
Announcement not heard The announcement board is not present.
The announcement is not administered.
The announcement is not recorded.
The announcement is being rerecorded.
All ports are busied out.
The announcement restore is in progress.
The link to the announcement circuit pack is down.
Extra delay before hearing
announcement
The announcement queue is full.
All of the integrated announcement ports are busy.
The analog announcement is busy.
Vector processing stops The analog announcement does not answer.
Listening to silence after
announcement
The announcement is the last step.
Incomplete announcement The agent becomes available.
The previous adjunct routing link step succeeds.
busy
Ringback heard instead of
busy tone.
Unanswered CO trunk.
check
Unexpected command operations
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Unexpected command operations
Customer observation Cause
Call does not enter queue
or terminate to agent.
Step condition not met.
check and queue-to
Call does not enter queue
or terminate to agent.
Queue length specified on the hunt group screen has been
exceeded.
Invalid split.
Split not vector-controlled.
Already queued to three different splits.
No queue.
Queue or check status indicates space when queue is full due
to direct agent calls.
Best keyword is used but consider series is not defining best
data.
Call apparently answered
in wrong order.
Call being requeued at different priority.
Call superseded by higher priority call, including direct agent
call.
Call is not routed to remote
best location.
No trunk available.
collect digits
Announcement not heard
while waiting for digits, but
network billing indicates
that the call was answered.
Announcement board not present.
Announcement not administered.
Announcement not recorded.
Announcement being rerecorded.
All ports busied out.
Announcement restore in progress.
Dial ahead digit exists.
Collect step and
announcement skipped.
TTR not in system.
Link to PN that has TTR is down.
TTR queue full.
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Unexpected command operations
Customer observation Cause
Delay before hearing
announcement.
All TTR ports busy, but space in queue.
Announcement queue full.
All integrated announcement ports busy.
Analog announcement busy.
Vector stuck. Analog announcement does not answer.
Dial-ahead digits not
recognized.
Dial-ahead digits entered prior to first collection step.
Call has been transferred.
LAI attempt has been made.
TTR has been released.
24 digits have already been provided.
Call Prompting timeout since the last digit was entered.
Vector processing halted
at collect step;
announcement heard
again upon return.
Call put on hold, transferred, or conferenced.
Insufficient digits collected;
call routed to intercept.
Caller dialed # too soon.
Caller dialed * without reentering correct digits.
Call Prompting interdigit time-out.
Caller information button
denied.
No digits were collected.
Display not in Normal mode.
Collect announcement not
heard and first collected
digit incorrect.
System does not contain all TN748C Vintage 5 (or later) circuit
packs.
Incomplete
announcement.
Agent becomes available.
First digit dialed.
consider
Local split/skill best (in
Primary vector or Status
Poll vector)
If split/skill number is correct, split or skill has no agents logged
in, no queue slots available, or all agents are in AUX work.
Unexpected command operations
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Unexpected command operations
Customer observation Cause
Remote location is never
best
No BSR application plan assigned to Primary VDN. Location
number not assigned in application plan. Missing routing
number for Status Poll VDN. No vector assigned to Status Poll
VDN. Step in Status Poll vector is initializing best data before
reply-best step.
A step is skipped A variable represents an invalid number, such as out of range
or null and an event is generated.
converse-on split
73
VRU script not executed Queue full. No queue. Invalid split. Split not vector-controlled.
VRU down.
Ani digits not passed ANI not available.
Qpos digits not passed Call not queued to a nonconverse split.
No data returned from
VRU
No TTRs available.
VRU script terminated
prematurely
Agent becomes available. VRU script attempted to transfer the
call.
Wait digits not passed Call not queued or no working agents in splits where call is
queued.
disconnect
Announcement not heard. Announcement board not present.
Announcement not administered.
Announcement not recorded.
Announcement being rerecorded.
All ports busied out.
Announcement restore in progress.
Extra delay. Announcement queue is full.
All integrated announcement ports busy.
All analog announcements busy.
Vector stuck. Analog announcement does not answer.
goto step
Branch is not made to the
specified step.
Step condition not met.
73
Refer to the Converse command debugging on page 349 section later in this section for more details on converse-on
command debugging
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Unexpected command operations
Customer observation Cause
System time not set.
goto vector
Branch is not made to the
specified vector.
Step condition not met.
Vector stuck. Goto vector with no steps or with all failed steps.
messaging
Vector stuck (with
ringback).
A variable represents an invalid number, such as out of range
or null. The variable is assigned the # character and an event
is generated.
messaging split
Vector stuck (with
ringback).
Extension unknown to the messaging system.
Step skipped, no message
left.
Messaging-system link is down.
DCS link to the remote messaging system is down.
All DCS trunks busy.
Queue for messaging-system voice ports is full.
Vector stuck (with busy). Remote messaging-system link down.
Messages not found. Message extension is none (message is left for VDN that
accessed the vector).
Delay before messaging-
system answers.
All messaging-system ports are busy, but there is space in the
queue.
Busy tone. Queue for the messaging-system voice ports is full.
Step skipped. Split not a messaging-system split anymore.
reply-best
Status poll VDN/vector not
processing any calls
Incoming call not ISDN or SIP. No application plan defined for
BSR application. Status Poll VDN routing number missing from
or wrong in application plan.
route-to
74
Step skipped (that is,
default treatment)
Invalid local extension.
No trunks available.
74
Complete operation details for the route to commands are presented in on page 0 .
Unexpected command operations
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Unexpected command operations
Customer observation Cause
COR/FRL restricted.
Digit string inconsistent with networking translation.
Busy local destination (route to digits without coverage and
route to number).
No digits collected.
Step condition not met.
Network reorder. Digit string inconsistent with public network translation.
Intercept or reorder tone
heard
Vector processing succeeded routing off switch, but a problem
has occurred before routing to its final destination.
All trunks busy on a quiet
system
Two switches treating each other as a backup switch.
set
A variable or digits buffer is
assigned the # character
In an arithmetic operation, the # character signifies an invalid
value, an overflow value, or an underflow value.
For more information, see Invalid results for arithmetic
operations on page 379.
stop
Call dropped Call not queued when vector processing stops.
wait-time
Audible feedback longer
than delay interval.
Queuing for an announcement or for a TTR.
Stop command executed.
Audible feedback shorter
than delay interval.
Agent becomes available.
Previous adjunct routing link step succeeds.
Music not heard. No music port administered.
Music source disconnected or turned off.
Alternate audio/music
source not heard
Announcement board not present.
Audio/Music source not administered.
Audio/Music source not recorded.
Audio/Music source being rerecorded.
All ports busied out.
Announcement restore in progress.
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Converse command debugging
The following table is intended to help your troubleshooting efforts with the converse-on
command.
Note:
See Call flow and specifications for converse - VRI calls in the Avaya Aura

Call Center
Feature Reference document for details on the call flow for converse-VRI calls.
Table 9: Converse command debugging
Symptom Cause Analysis
Placing a call:
Converse step
skipped.
VRU down (RONA). Vector event.
Split queue full Vector event.
Call stuck in
converse.
VRU port doesnt answer, RONA not
used.
Check split administration.
VRU down, RONA leaves call in
queue.
Check split status.
Data passing:
First set of digits not
collected.
Converse first delay too short. Check administration.
No ANI available. Vector event.
No digits collected. Vector event.
Call not queued (qpos). Vector event.
Expected wait time not available Vector event.
VRU timed out awaiting first digit. VRU error log/trace.
VRU first digit timeout too short. Check VRU script.
Check converse first data
delay.
Faulty hardware. Diagnostics
Second set of digits
not collected.
VRU digit count on first prompt in
VRU script does not include #.
Check VRU script.
Converse second delay too short. Check administration.
No ANI available. Vector event.
Converse command debugging
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Symptom Cause Analysis
No digits collected. Vector event.
Call not queued (qpos). Vector event.
Expected wait time not available
because call is not queued or the
splits/skills that the call is queued to
are not staffed
Vector Event
VRU timed out awaiting first digit.
VRU error log/trace.
VRU first digit timeout too short. Check VRU script. Check
converse second data delay.
Inter-digit timeout too short on first
prompt and collect.
Check VRU script.
Faulty hardware. Diagnostics.
Digits incomplete. Converse data delay too short. Check administration.
Faulty hardware. Diagnostics.
Second set of digits
is the same as the
first digits passed.
VRUs first prompt timed out. Check administration.
Faulty hardware. Diagnostics.
Data return:
No digits returned to
the switch.
Flash not recognized by switch. VRU error log/trace.
Check flash timing on VRU.
Converse data return FAC not
administered.
Check administration.
VRU does not return FAC. VRU script. Transfer attempt
vector event.
VRU returns incorrect FAC. VRU script. Transfer attempt
vector event.
Digit timeout during FAC. Transfer attempt event.
Converse data return FAC overlaps
with other entries in the dial plan
Check dial plan.
Faulty hardware. Diagnostics.
Not all digits returned
to the switch.
Digit timeout after FAC. None unless VRU logs being
dropped by the switch.
Overflow of Call Prompting buffer Vector Event.
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Symptom Cause Analysis
Faulty hardware. Diagnostics.
Collect
announcement not
heard.
Too many digits returned by VRU. Check VRU script.
Faulty hardware. Diagnostics.
Tracking unexpected events
You can display unexpected events related to Call Vectoring and Meet-me Conference. When
you have corrected each problem, then you can clear events from the error log. An event is
an error that results from resource exhaustion, from faulty vector programming, or from
incorrect user operation rather than from a switch software error. For example, failures
involving the route-to command are usually due to an invalid extension entered by the user.
By displaying events, you can diagnose and correct each problem, as indicated by its
corresponding event number, and eliminate the need for a technician to make on-site visits to
do the same.
Related topics:
Displaying events criteria on page 351
Displaying an events report on page 352
Displaying events criteria
Use the display events command to access the EVENT REPORT screen. Use the fields
on this screen to specify the event report criteria.
display events Page 1 of 1 SPE B
EVENT REPORT
The following options control which events will be displayed.
EVENT CATEGORY
Category: meetme
REPORT PERIOD
Interval: a From: / / : To: / / :
SEARCH OPTIONS
Vector Number:
Event Type:
Extension: 36090
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The following table describes the fields used with the display events command.
Field Description
Category Enter denial, meetme, vector, or all to specify the type of event
you want to display.
Interval Select the time period for which you want to display events. Enter h
(hour), d (day), w (week), m (month), or a (all).
From/To Enter the date and time of day when you want to start and end the
search.
Vector Number Enter a specific vector number to report on. When the Category field is
set to meetme, this field is ignored.
Event Type Enter a specific event type to report on. If this field is blank, events for
all types are reported.
Extension Enter a specific extension or VDN to report on. If this field is blank, events
for all extensions are reported.
Displaying an events report
After you have entered your report criteria, submit the command by pressing Enter. The
following screen shows examples of events.
display events
EVENTS REPORT
Event Event Event Event First Last Evnt
Type Description Data 1 Data 2 Occur Occur Cnt
90 Wait step music failed 3/1 2A2 02/12/15:42 02/13/09:40 255
112 Converse no prompt digits 3/2 2A2 02/12/15:42 02/13/09:40 255
56 Call not in queue 8/1 28B 02/12/15:43 02/13/09:40 255
220 EWT call not queued 8/2 28B 02/12/15:43 02/13/09:40 255
150 Invalid hunt group 8/3 28B 02/12/15:43 02/13/09:40 255
56 Call not in queue 8/5 28B 02/12/15:43 02/13/09:40 255
The following table describes the information displayed in the event report.
Column Description
Event Type Displays a unique number that identifies the type of event that
occurred. These are explained in more detail in Vector events on
page 353.
Event Description Displays a brief explanation of the event.
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Column Description
Event Data 1 Displays the following data:
<number1>/<number2> (for example, 12/5), where <number1> is
the vector number associated with the vector event, and where
<number2> is the step number associated with the vector event.
Split<number> (for example, Split 89), where <number> is the split
number associated with the vector event.
For Meet-me Conference events, this is the port ID of the user
associated with the event.
Event Data 2 Displays the following data:
Additional data encoded as a hex number (for example, 4C). This
number serves as a call identifier. If two or more events with an
identical identifier occur at about the same time, it can be
concluded that the events were caused by the same call.
For Meet-me Conference events, this is the VDN of the Meet-me
Conference used during the event.
First Occur/Last
Occur
Displays the date and time the event first occurred and the date and
time the event last occurred.
Evnt Cnt Displays, up to 255, the total number of vector events of this type
that have occurred.
Vector events
The following table provides a list of events, the brief description that displays on the screen,
and a full explanation of the event.
Event
type
Event description Explanation
1 Call dropped; call not
queued at stop step.
Vector processing ended without the call being queued
to a split and, as a result, the call cannot be answered.
This implies that some default condition was not
programmed or that the vector was designed to not
always answer the call. Also, call was subsequently
dropped.
2 Vector with no steps The call encountered a vector with no steps
administered.
3 10,000 step executed This can occur due to the following:
Incorrect vector programming (for example, including a
series of goto steps that point to one another)
Vector events
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Event
type
Event description Explanation
Excessive repetition of a programmed loop during a
single call (for example, recurring announcement-wait
loop)
4 Administration change The administration of this step occurred while the step
was being executed. The call flow for this call is
unpredictable. Vectors should not be changed while calls
are active.
5 Call dropped by vector
disconnect timer
The call was still in vector processing when the vector
disconnect timer expired. The call dropped.
7 Attd Vec Mismatch-
VDN/Vec
There is a mismatch between Attendant Vectoring and
Call Vectoring between the VDN and the vector.
9 Attd Vec Mismatch-CR/
Vec
There is a mismatch between Attendant Vectoring and
Call Vectoring between the incoming call and the vector.
10 Retrying
announcement
During an announcement step, a collect
digits step that contains an announcement, or a
disconnect step, the announcement was not
available, and the announcement queue (if specified)
was full. The step is retried at regular intervals.
11 No announcement
available
During an announcement step, a collect
digits step that contains an announcement, or a
disconnect step, the announcement was not
available for one of the following reasons:
Announcement was not recorded
Analog announcement was busied out
Integrated announcement board was not installed
Integrated announcement ports were busied out
Integrated announcement was being recorded or
restored
20 Call cannot be queued A queue-to split, messaging split, or
check split command failed to queue the call.
NOTE: Event types 520, 521, 522 and 541 may be
observed for the same call at the same time.
21 Queued to three splits The call attempted to queue to four splits. Multiple split
queuing allows the call to queue to a maximum of three
splits simultaneously. If the call queued to one or more
splits, and if it should now be dequeued from those splits
and then queued elsewhere, one solution is to route the
call to a station (which may be administered without
hardware). Once this happens, the call is forwarded to
the VDN that controls the next stage of the call.
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Event
type
Event description Explanation
22 Attd Vec: Cannot
requeue
Applies to Attendant Vectoring and indicates that the call
is in the attendant queue and another attempt is made to
queue the call to an attendant or hunt group, or the call
is in the hunt group queue and an attempt is made to
queue it to an attendant or too many attempts are made
at queueing to the hunt group.
30 No TTR available A collect digits command failed because:
TN744 port was not available
All queue slots were occupied
31 Dial-ahead discarded Previously entered dial-ahead digits have been
discarded using access of an adjunct routing link,
converse-on, route-to number, or messaging split step.
32 Prompting buffer
overflow
The prompting digit buffer already contained the
maximum of 24 digits when additional dial-ahead digits
were entered by the caller. These additional digits are not
stored.
33 ced digits left behind A collect ced digits step collected digits from a UEC IE,
and more than 16 digits were sent from the network.
34 cdpd digits left behind A collect cdpd digits step collected digits from a UEC IE,
and more than 16 digits were sent from the network
35 ced digits not available A collect ced digits step collected digits from a UEC IE,
and no digits were sent from the network, or no digits
were present in the UEC IE.
36 cdpd digits not
available
A collect cdpd digits step collected digits from a UEC IE,
and no digits were sent from the network, or no digits
were present in the UEC IE.
37 collect digits for
variable error
Failed to put the local variable value in the local linked
list of collect variables for the call. This implies that the
system variable limit was reached.
Failed to put the global variable value in the Variables
for Vectors table due to messaging issue with the
switch.
Unknown or invalid variable type defined in the collect
vector step.
38 Variable not defined
The variable conditional that is tested is not defined in
the Variables for Vectors administration table.
A command, or the messaging extension contains a
variable with an invalid value of none or #.
Vector events
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Event
type
Event description Explanation
39 Invalid table number A variable used as a table entry had an invalid
assignment.
40 Messaging step failed A messaging step failed because the Messaging Adjunct
was not available.
NOTE: Event types 540 and 541 may be observed for
the same call at the same time.
41 Messaging ext invalid The messaging extension contains a variable with an
invalid value of none or #. Vector event 38 is also
generated.
50 Route -to step failed A route-to step failed to reach the intended destination.
Note:
Event types 51 and 52 may provide more specific
information regarding the reason for the failure. For
more information, see the chapter Operation details
for the route-to command.
51 No digits to route-to The route-to digits step was unable to route the call
because the previous collect digits step failed to collect
any digits. This could result from an error in vector
programming (for example, a route-to digits step appears
without a preceding collect digits step). More often,
however, this results because the caller was unable to
enter the required digits (that is, the caller was using a
rotary telephone), or because the caller was not provided
with enough information to do so (as can be the case for
auto-attendant applications).
52 No available trunks A route-to command was unable to reach the
specified off-switch destination due to a lack of available
trunks.
53 Route-to step failed The step was unable to seize a trunk because of a
hardware problem or glare.
54 LAI retry Look Ahead Interflow route-to step failed because of
glare. The route will be retried once.
55 Double coverage
attempt
Coverage option on route-to step was ignored because
double coverage is not allowed. This may happen when
the call has covered to a VDN.
57 Deny vector-initiated
MSO
The vector cannot add an observer because
SRVOBS_MAX=2 has been reached.
58 Deny observing
observer
The vector cannot cannot observe this agent because
this vector is already an observer.
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Event
type
Event description Explanation
59 Variable Invalid Value The adjunct route link ID for GAZ (1-8) or MIPSLX (1-64)
is invalid.
60 Adjunct route failed An adjunct route failed for one of reasons indicated in
event types 61 through 66.
61 Invalid destination The adjunct routing link command returned
digits that did not represent a valid destination.
62 Adjunct route cancelled The adjunct routing link step was cancelled because
another routing step (such as a queue-to split step) was
encountered in the vector.
63 Queue before route The adjunct routing link command was
skipped because the call had already been queued using
a queue-to split or a check split command.
64 Adjunct link error The adjunct routing link command was
cancelled for one of the following reasons:
Link to the adjunct was down
ASAI protocol violation prevented the call from
completing
Software resources to complete the call were
unavailable
65 Agent not logged in A direct agent call was made to an agent who was not
logged into the relevant split. Used for adjunct routing
request only.
66 Agent not member of
split
A direct agent call was made to an agent who is not a
member of the relevant split. Used for adjunct routing
request only.
67 Invalid direct agent A direct agent call was made to an agent extension that is
not valid. Used for adjunct routing request only.
68 Adj route via NCR failed NCR routing failed and a tandem trunk-to-trunk routing
could not be done.
69 Adj rte fail-link not adm The adjunct route link ID is within range but not
administered.
70 Busy step for CO trunk A CO trunk call reached a busy step in a vector without
having previously received answer supervision. As a
result, the caller continues to hear ringback rather than
the busy tone.
80 Time not set A goto step with a time-of-day conditional was
processed, but the switch time was not set.
Vector events
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Event
type
Event description Explanation
81 No digits collected No digits were collected and a comparison was
requested against a digit string or in-table. The
comparison test was considered false and the next step
in the vector was executed.
83 Service-hours table
empty
The service-hours table is empty. The table must be
administered.
90 Wait step music failed A wait-time step with music was accessed, but the music
was not connected. Music may not be administered
correctly.
91 Wait step ringback
failed
A wait-time step with ringback was accessed, but the
ringback was not connected.
100 Redirect unanswered
call
The call was sent to an agent using a vector, but, due to
the Redirection on No Answer (RONA) feature, the call
was redirected from the ringing agent.
101 Redirect of call failed The call was sent to an agent using a vector, but, due to
the Redirection on No Answer (RONA) feature, the call
was redirected from the ringing agent. The call could not
be redirected.
110 Converse no ANI digits On a converse-on step with passing type ani, no
information was available to populate the field.
111 Converse no qpos
digits
On a converse-on step with passing type qpos, no
information was available to populate the field.
112 Converse no prompt
digits
On a converse-on step with passing type digits, no
information was available to populate the field.
113 Converse drop during
data
On a converse-on step, the converse agent hung up
while data was being passed. This may indicate a port
failure.
115 ASAI transfer converse ASAI attempted a transfer of a call that was active at a
converse step. The transfer failed, and vector processing
continued at the next vector step.
116 Converse transfer
denied
A transfer of a call that was active at a converse-on step
was attempted. The transfer either failed or was denied,
and vector processing continued at the next vector step.
117 Agent drops converse While active on a converse-on step, an agent became
available in a split associated with a queue-to split or
check split step. The call was delivered to the
nonconverse agent, and the converse agent was
dropped.
125 Data return no digits On a converse-on step, the converse agent activated
data return but did not return any digits.
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Event
type
Event description Explanation
126 Data return timeout On a converse-on step, the converse agent activated
data return but timed out while waiting to return digits.
Vector processing continued at the next vector step.
140 Coverage conference
denied
Coverage to a VDN in a coverage path was denied
because more than one party was active on the call.
150 Invalid EAS hunt group
used in the vector step
Either the skill hunt group was removed or the skill hunt
group became a non-ACD hunt group.
151 Skill indirection used
improperly
Either no VDN skills are administered or the vector
command has skill indirection and EAS is not enabled.
160 No vector steps, ANI
sent
ANI was sent to the CMS for a call that reached a VDN
that accessed a vector with no steps defined.
161 uui sent to CMS, but
there were no steps in
the vector
A call was directed to a VDN associated with a vector
that has no steps.
170 ASA - invalid VDN A check or goto test requested a comparison of ASA for a
VDN that had been removed since the vector was
programmed. The comparison test was considered false
and the next step in the vector was executed.
200 ANI not avail - digits A goto test requested a comparison of ANI against a digit
string and ANI was not available for the call. The
comparison test was considered false and the next step
in the vector was executed.
210 Routing table not
assigned
A goto test requested a comparison with a vector routing
table that is not assigned or had been removed since the
vector was programmed. The comparison test was
considered false and the next step in the vector was
executed.
211 No entries in routing
table
A goto test requested a comparison with a vector routing
table that has no entries. This is considered as a non-
match.
212 ANI not avail - table A goto test requested a comparison of ANI against in-
table and ANI was not available for the call. The
comparison test was considered false and the next step
in the vector was executed.
213 No digits in variable In-table is administered, but the variable does not contain
any digits on which to search.
220 EWT call not queued A goto test for a call or converse data passing requested
EWT for a call not in queue. In this case, the wait time
was assumed to be infinite and the comparison was
based on EWT > largest possible threshold.
Vector events
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Event
type
Event description Explanation
221 EWT not sent to VRU The EWT wait time for the call was not sent to the VRU
for a converse-on passing wait vector step because the
call was not queued or the splits/skills that the call was
queued to were unstaffed.
222 System clock change The system clock was changed, therefore any
calculations involving time (i.e., ASA and EWT) will be
inaccurate.
230 II-digits not avail - digits A goto test requested a comparison of II-digits against a
digit string and II-digits were not available for the call. The
comparison test was considered false and the next step
in the vector was executed.
231 II-digits not avail - table A goto test requested a comparison if II-digits against
in-table and II-digits were not available for the call. The
comparison test was considered false and the next step
in the vector was executed.
240 No agent strategy
found in VDN
The active VDN for the call, as determined by VDN
override, did not have a BSR Available Agent Strategy.
251 Call is not incoming
ISDN
Occurs when a reply-best command in a status poll
vector receives and tries to process a non-ISDN call.
Processing in the status poll vector terminated is without
a reply being sent.
261 No best location found A queue-to best, check-best, or reply-
best command failed because the call vector was
unable to calculate a best value or because no local best
existed. Vector processing continues at the next step.
Vectors in multi-site BSR applications wont attempt to
interflow calls in this situation.
262 Look-Ahead Interflow
attempt failed
Interflow of the call failed: no trunk was available, LAI
denial, or some other problem. Vector processing
continues at the next step. In BSR applications, polling
of this resource is temporarily suppressed.
271 No BSR app num in
VDN
A queue-to best, check-best, or consider
location command failed because the active VDN for
the call as determined by VDN override has no BSR
application number assigned. Processing continues with
the next vector step. Only occurs in multi-site BSR
applications.
272 No BSR application
plan administered
A queue-to best, check best, or consider
location command failed because the application
number assigned to the active VDN does not have an
application plan assigned. Processing continues at the
next step.
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Event
type
Event description Explanation
273 Location not on BSR
screen
A consider command failed because it refers to a
location number that is not in the BSR Application screen
assigned to the active VDN. Vector processing continues
at the next step.
274 Status Poll VDN field is
blank
A consider command failed because the entry for this
location on the BSR Application screen does not contain
a routing number for the status poll VDN.
275 Interflow VDN field is
blank
A queue-to best or check-best command failed
because the entry on the BSR Application screen for the
relevant location does not contain a routing number for
the interflow VDN.
276 Agent Status Info
Invalid
A consider location command failed because
the status poll returned invalid data for an available agent
(AIT, skill level, or occupancy is missing or out of range).
Vector processing continues at the next step. Polling of
this location is temporarily suppressed.
277 BSR Status Info Invalid A consider location command failed because
the status poll returned invalid EWT data. Vector
processing continues at the next step. Polling of this
location is temporarily suppressed.
278 No BSR Data in
Response
A consider location command failed because
the status poll did not return data in the DISCONNECT
message. Vector processing continues at the next step.
Polling of this location is temporarily suppressed.
279 No response from
status poll
A consider location command failed because
the status poll did not respond within the time allowed or
because the status poll could not be performed. Vector
processing continues at the next step. Polling of this
location is temporarily suppressed.
280 Bad resp from status
poll
A consider location command failed because it
received an invalid response from the status poll such as
an LAI acceptance message (such as ALERT or
CONNECT). Vector processing continues at the next
step. Polling of this location is temporarily suppressed.
281 BSR EWT is infinite A consider command failed because the EWT for the
referenced split or skill is infinite. This may be because
all agents are logged out or in AUX work, or because no
queue slots are available. Vector processing continues
at the next step. Polling of this location is temporarily
suppressed.
282 BSR status poll attempt
failed
A consider location command failed because
the status poll attempt failed. See other events for the
Vector events
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Event
type
Event description Explanation
specific reason. Vector processing continues at the next
step. Polling of this location is temporarily suppressed.
283 BSR poll no trunks A consider location command failed because
there were no available trunks. Vector processing
continues at the next step. Polling of this location is
temporarily suppressed.
284 BSR poll seize fail A consider location command failed because
the status poll was unable to connect to a trunk due to a
hardware problem. Vector processing continues at the
next step. Polling of this location is temporarily
suppressed.
285 BSR poll glare retry The first status poll attempt for a consider
location command was unable to connect to a trunk
due to a race condition (the same trunk being seized for
the outgoing call had an incoming call from the remote
end). This status poll will be attempted once more. A
second attempt failure will result in event 282.
287 Invalid status polling
destination
An attempt was made to perform BSR polling over ISDN
without B-Channel over a tandem trunk configuration
that combines QSIG TSCs and AT&T TSCs (this type of
interworking is not supported by Avaya's ISDN protocol).
288 BSR Poll: TSC not
administered
The trunk group screen does not contain a trunk member
administered for purposes of TSC.
289 BSR: Adjust-by invalid The consider location adjust by command
contains a variable with an invalid value of none or #.
Vector event 38 is also generated.
291 BSR: Location invalid The consider location command contains a
variable with an invalid value of none or #.
291 No AITCI storage left No longer used.
292 Data dropped by other
app
The network does not support the transport of all user
data, so some user data was not sent. You can prioritize
the user data using the Shared UUI Feature Priorities
page of the Trunk screen. For more information, see
Information Forwarding in the Avaya Aura

Call Center
Feature Reference document.
293 No room for reply-best
information
The network or shared trunk setting does not support the
transport of all data for the best resource. This is unlikely
under normal circumstances since only 12 bytes of user
information are required. Also see event 298.
294 No room for in-VDN
time
The network does not support the transport of all user
data. You can prioritize the user data using the Shared
Troubleshooting vectors
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Event
type
Event description Explanation
295 UUI Feature Priorities page of the Trunk screen. For
more information, see Information Forwarding in the
Avaya Aura

Call Center Feature Reference document.

No room for collected
dgt
296 No room for VDN Name
297 No room for Other LAI
298 Reply-best got bumped The network or shared trunk setting does not support
does not support the transport of all data about the best
resource. (No other applications share user data
included in a DISCONNECT message.)
299 In-VDN time got
bumped
The network does not support the transport of all user
data. You can prioritize the user data using the Shared
UUI Feature Priorities page of the Trunk screen. For
more information, see Information Forwarding in the
Avaya Aura

Call Center Feature Reference document.

300 Collected dgts got
bumped
301 VDN Name got
bumped
302 Other LAI got bumped
303 Block: send reply-best The transport of the best data for a reply-best
command was denied because the trunk group is neither
Supplementary Service b or Shared UUI.
304 No enhanced info is
sent
During the execution of a queue-to best or check best
step, information forwarding transport over this trunk was
denied because the trunk group is neither
Supplementary Service b nor Shared UUI. This event is
not logged for LAI (for example, in execution of a route-
to step) in order to permit backward compatibility. For
more information, see Unexpected feature operations on
page 341 as well as Information Forwarding and
Advanced multi-site routing in the Avaya Aura

Call
Center Feature Reference document.
305 A BSR local treatment
vector pulled a
remotely queued call
back to the local switch
to route it elsewhere
If a queue-to best step is followed by steps that use any
commands other than announcement, wait, or go-to, the
trunk to the remote queue is dropped. This functionality
can be exploited to allow the local server to take back
calls that are interflowed to a remote location after a
specified time limit is exceeded. To implement this
strategy, a wait step with a specified time interval is
included in the interflow vector on the local server,
followed by one or more route-to steps that redirect the
call to an alternate call center locations.
310 NCR: Invoke trunk not
ISDN
Check that only ISDN trunks are executing the vector
steps where NCR is being invoked.
Vector events
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Event
type
Event description Explanation
311 Bad NCR trunk admin Check that all Trunk screen and Signaling Group screen
fields related to the NCR feature are correct.
312 NCR: No NCT service Check that the service provider has activated the NCT
feature for the trunk being used for NCT call redirections.
313 NCR: No NCT outgoing
trk
Check that the trunk group is administered as a two-
way trunk group and that the Usage Allocation settings
for the trunk have been set up correctly.
314 NCR: NCT outgo trk
drop
Shows that the second leg of the NCT call has been
dropped due to a trunk hardware problem, or that a
vector step has been executed that returned and ISDN
DISCONNECT message (such as a busy vector step).
315 NCR: PSTN NCT
invoke err
The PSTN switch has not accepted the NCT invocation
attempt. Check that the PSTN network switch complies
with the NCT standards.
316 NCR: NCT netwrk err The switch has accepted the NCT invocation attempt, but
has rejected it due to some error condition within the
network switch. Check that the Network Call Redir field
on the Trunk screen is administered correctly. Make a
request to the service provider for troubleshooting
assistance.
317 NCR: Used NCT trk-to-
trk
NCT has not been successfully invoked, but the
incoming call is still active as a switch trunk-to-trunk
connection (this is only an informational message).
318 NCR: No NCD service Check that the service provider has activated the NCD
feature for the trunk being used for NCD call redirections.
319 NCR: invalid nmbr The switch has detected that the number used for the
NCR invocation that was administered in the ~r route to
number vector step or in the BSR Application Tables
VDN Interflow Number field is an invalid number (the
correct number used through switch administration).
320 NCR: NCD call connect
err
The vector step has been executed before the vector
step invoking NCD that sends an ISDN CONNECT
message to the PSTN.
321 NCR: PSTN NCD
invoke err
The PSTN has not accepted the NCD invocation attempt.
Check that the PSTN network switch complies with the
NCD standards. Make a request to the PSTN service
provider for troubleshooting assistance.
322 NCR: netwrk err The switch has accepted the NCD invocation attempt,
but has rejected it due to some error condition within the
network switch. Make a request to the service provider
for troubleshooting assistance.
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Event
type
Event description Explanation
323 NCR: PSTN NCD max
redirs
The PSTN has detected that the call has been redirected
by NCD more that the public network maximum number
of call deflections limit will allow. Modify vector
processing to reduce the number of NCD attempts.
324 NCR: PSTN NCD no
disc
The PSTN switch has not disconnected the trunk after
performing the NCD or NCT call redirection. Make a
request to the PSTN service provider for troubleshooting
assistance.
325 NCR: Internal system
err
The switch problem with call processing for the NCR
invocation attempt. Alternately, for NCT, the first vector
step at the redirected-to endpoint is possibly not
programmed with a call treatment vector step such as
wait hearing ringback, wait hearing music, or
announcement.
Avoid the use of a vector step such as wait hearing
silence or wait hearing i-silence for the first vector step
at the redirected switch endpoint.
326 No ETSI ECT linkID The PSTN switch has returned a FACILITY message to
the local Communication Manager that includes the
following reject component:
LinkIDNotAssignedByNetwork. In this case, the local
Communication Manager leaves the calls in a trunk-to-
trunk transfer state.
327 NCR: Caller not SIP trk Check that only SIP trunks are executing the vector steps
where NCR is being invoked.
350 No return destination The return command failed and continues to the next
step because no return destination data exists for the
call.
351 Results Truncated A set command executed with operator CATL or CATR.
The result was truncated because it was higher than 16
digits.
352 Negative Result A set command attempted to execute. A negative result
was converted to # (underflow) during the processing.
353 Divide by Zero A set command attempted to execute with operator
DIV. The operation specified by operand 2 divided by
zero and resulted in a # (underflow) assignment.
354 Assignment not
allowed
A set command attempted to execute. The assignment
field contains an invalid system-assigned variable. The
variable is invalid because it is not a user-assigned
variable or a digits buffer.
Vector events
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Event
type
Event description Explanation
355 Can't set, no lcl var A set command attempted to assign a value to a user-
assigned variable when the 8000 system limit was
reached.
356 Return destination
stack error
A goto vector command was executed with a full
return destination stack for the call. The return
destination could not be saved.
357 Operand Overflow
Underflow
A set command attempted to execute with operator
ADD, SUB, MUL, or DIV. One of the operands has a #
value or a value greater than 4294967295.
358 Overflow Error A set command executed and obtained one of the
following results:
A value greater than 4294967295 with a ADD or MUL
operator
A number assigned to a variable from an arithmetic
operation has exceeded the length definition
For example: set A = none ADD 1000
If variable A is defined as having a length of 3, A is set
to # and this vector event is generated.
520 Split queue is full A queue-to split, check split, or
messaging split command was executed, but the
call did not queue to the split because the queue (if
administered) was full. To prevent this condition, use a
goto step...if calls queued in split...>... before each
queue-to split or check split step so that an alternative
treatment may be provided for these cases.
521 Not vector-controlled The split accessed by a queue-to split or check
split command is not vector-controlled. As a result,
the step is skipped.
522 AAS split cannot queue A queue-to split, check split, or
messaging split command was executed on an
auto-available split (AAS), but the call did not queue to
the split because all the agents were logged out by
Redirection on No Answer (RONA).
540 AUDIX link down Messaging system could not be accessed using a
messaging split command because the
messaging-system link was down. As a result, the step
is skipped.
541 Not a messaging split The split administered for the messaging split
command is not a messaging split (that is, it does not
have a messaging type administered). As a result, the
step is skipped.
Troubleshooting vectors
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Event
type
Event description Explanation
542 Cant connect idle
agent
The call at the head of the queue cant be connected to
an idle agent.
550 ASA - No staffed agents A check or goto test requested a comparison of ASA for a
split/skill that has no staffed agents. The comparison was
based on ASA > largest possible threshold.
560 EWT no history for split A goto test requested EWT for a split/skill that has not
yet acquired history. The wait time in this case is
assumed to be the default value.
561 EWT no split queue A goto test requested EWT for a split/skill that has no
queue. The wait time is assumed to be infinite. The
comparison was based on EWT > largest possible
threshold.
562 EWT split queue full A goto test requested EWT for a split/skill whose queue
is currently full. The wait time is assumed to be infinite.
The comparison was based on EWT > largest possible
threshold.
563 EWT split no working
agents
A goto test requested EWT for a split/skill that has no
agents logged in or all logged in agents are in the AUX
work mode. The wait time in this case is assumed to be
infinite and the comparison was based on EWT > largest
possible threshold.
564 EWT split locked A goto test requested EWT for a split/skill that is currently
locked. The wait time is assumed to be infinite. The
comparison was based on EWT > largest possible
threshold.
565 EWT call no working
agents
A goto test for a call or converse data passing wait
requested EWT for a call that is queued only to splits/
skills that have no agents logged in or that have all
logged in agents in AUX work mode. In this case, the wait
time was assumed to be infinite and the comparison was
based on EWT > largest possible threshold.
1760 Conference COR
restrict
Check authorization on calling and called parties for non-
PCOL calls.
2034 Illegal TSC interaction A BSR polling over ISDN without B-Channel attempt has
resulted in an illegal TSC interaction. Either an AT&T
TSC was routed to a QSIG interface, or vice versa. The
call is dropped and the denial event is logged.
Vector events
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Event
type
Event description Explanation
2035 NCA-TSC not available A BSR polling over ISDN without B-Channel attempt has
been denied for one of the following reasons:
The terminated administered TSC endpoint is disabled
The incoming nca-tsc call arrives at the wrong
signaling group
The max number of nca-tsc is set to 0.
2075 Var-in-vec COS
restricted
The station that is attempting to change the value type
variable with a Facility Access Code (FAC) does not have
console permission.
2404 Var-in-Vec No adm for
VAC
There is no Variable Access Code (VAC) administered
for the variable in the Variable for Vector Table.
2405 Var-in-Vec Invalid digit While attempting to change the value type variable to a
new assignment, an invalid DTMF digit (for example, #),
was entered. You can only enter digits 0-9 or *.
3201 Meet-Me Access chg
TMO
The user changing the access code allowed the call to
timeout to intercept treatment. The access code was not
changed.
3202 Invld Num Digits MM
Acc
The user changing the access code entered too many
digits. The access code was not changed.
3203 MM Extension not valid The user changing the access code did not enter a valid
extension.
3204 MM Access Chg Not a
VDN
The user changing the access code entered a non Meet-
me Conference VDN extension.
3205 MM Invalid Access
Entered
The user changing the access code did not enter the
correct access code. The access code was not changed.
3206 MM Access Obj/SAT
Busy
An administrator is making changes to the Meet-me
Conference VDN, so the user cannot change the access
code using a feature access code. Try again later.
3207 Merge Meet-me Conf
call
A user tried to access an existing Meet-me Conference
call and was denied.
3208 Serv Observ Meet-me
VDN
A user tried to service observe a Meet-me Conference
call. This is not allowed.
3209 Meet-me Conf call full A user tried to access a Meet-me Conference call that
was already full.
3210 Wrong MM Acc. code
dialed
A user trying to access a Meet-me Conference call dialed
the wrong access code.
3211 Chg Station no Cons/
Perm
The station attempting to change the access code does
not have console permissions COS.
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Event
type
Event description Explanation
3212 VDN not a meetme type The VDN that was called is not a Meet-me Conference
VDN.
3213 MM Invalid Conf Ctrlr
Sta
If controlling extension is filled in and the station and
controller do not match.
3214 MM Inv Trk not Remote
Acc
The trunk used to access the Meet-me Conference is not
a remote access trunk.
3215 MM Invalid Station
Type
If controlling extension is blank and the station type is
invalid (for example, and attendant console).
3216 Conf/Transfer 2 Meet-
me
A user cannot conference or transfer another call into a
Meet-me Conference call.
3217 MM Abbrev Dial Invalid When changing a Meet-me Conference access code, the
only entry that can be set up for Abbreviated Dialing is
the feature-access-code (FAC). Any other entry
generates the vector event.
Clearing events
When you have finished your review of the event log, you can remove events from the error
log. You must use a super user login ID to clear events.
To clear events from the error log, enterclear events at the command prompt and press
ENTER. This command clears all events from the event buffer space within the error log. It does
not delete any other entries in the error log.
Global variables can change during processing
The collect global vector variable value is susceptible to being unintentionally changed and
read by different vectors being processed for multiple calls - especially during high traffic
periods. This can result in unexpected behaviors, such as callers hearing the wrong
announcement.
Caution:
Global vector variables are accessible by all calls currently in vector processing and are
susceptible to be overwritten by vectors associated with other active calls.
Clearing events
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It is good programming practice to copy a global variable to a local variable before using it in
a vector. This secures a snapshot of the global variable value that is used for subsequent vector
processing.
Example
1. Use A as a global collect type variable.
2. Define Z as a local collect type variable. Use Z as the scratch pad variable to get
the current value of A. The variable Z can be used for testing the value obtained
from A later in the vector.
3. Use the following command in the beginning of the call processing vector program:
set Z = A ADD none
4. Use the following command when the testing the value of A is required later in the
vector:
goto step 20 if Z = 123
Also, if you are modifying the value of a global variable, it is important to complete the
manipulation of the global variable within fifteen steps. This is due to vector operation that
temporarily suspends vector processing for 0.2 seconds after processing fifteen steps under
certain conditions. Therefore, the time period during which the value of a global variable can
change could be greater than expected.
For more information, see Additional information about the collect variable on page 115.
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Chapter 16: Operation details for the route-
to command
The route-to command can be programmed with or without coverage. The following table
summarizes the operation of the route-to command for each of the destination types and
conditions associated with the commands.
Table 10: Switch route-to command operation
Condition cov = n Any Step cov = y Any Step
75
Invalid Destination
76
Goes to next step, else stop Goes to next step, else stop
VDN Extension
77
Vector Assigned Goes to new vector Goes to new vector
Vector Has No Steps Stop
78
Stop
78
75
When the with coverage option is set to y, the call is removed from vector processing when the route-to step is
reached, regardless of facility or remote switch availability. The call is taken out of any split queue, and any feedback,
such as music or ringback, is removed, even if the destination is not available. If the call is subsequently rejected by the
receiving switch vector, subsequent call treatment is defined by the rejection command (either busy or forced disconnect).
The call is treated as though the destination is directly dialed (see footnote
77
for related information). This includes coverage,
forwarding, treatments for calls that cannot be completed (busy reorder, and intercept) and displays. The answering station
sees only caller name and number, unless the Display VDN for route-to DACS option is enabled (for more information, see
Displaying VDN names for vector-initiated DACs in the Administering Avaya Aura

Call Center Features document.). A call

routed with an adjunct routing link command is treated the same way as a call that is routed using a route-
to with coverage y command.
76
Invalid destinations include the following: empty (for example, zero collected digits) or invalid route-to destination number,
unassigned extension number, incomplete number of digits for AAR/ARS pattern, non-AAR/ARS feature access code
(FAC), maintenance busy station extension, COR of the VDN that prevents access (for example, origination restricted),
FRL of a VDN that is lower than required for the AAR/ARS pattern access, no routes assigned to the AAR/ARS pattern,
incompatible calling and destination partitions, ACTGA trunk group destination, or an off-net forwarding destination. If a
TAC (trunk access code) destination is involved, and if the TAC is for a CO/FX trunk with a route-to with
coverage n step, the digits entered must match a valid ARS analysis string. If not, the destination is considered invalid.
For other trunk types with a route-to number or route-to digits with coverage n step, the step
succeeds when the trunk is seized (that is, vector processing stops). For a route-to with coverage y step,
the step succeeds if the TAC is assigned.
77
A call that routes to a VDN using the route-to number with cov = y unconditionally command
behaves like a directly- dialed call instead of a VDN call. Therefore, the terminating stations display only shows the
originating station information and does not show the VDN information (for other types of VDN calls, the terminating station
would see the VDN name).
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Condition cov = n Any Step cov = y Any Step
75
Station Extension Idle (all appearances idle)
CF-ALL Active or CF-DA
Applies
Forwards if possible, else next
step, else stop
78
Forwards if possible, else
coverage, else busy
Coverage
DA Applies
Rings idle app. Coverage on DA
All Applies
Goes to next step, else stop
78
Coverage
SAC Applies
Rings idle appearance Coverage
None of Above Applies
Rings idle appearance Call delivered and is
allowed to cover
Station Extension Active (with idle 2-way app)
CF-ALL Active Forwards if possible, else next
step, else stop
78
Forwards if possible, else
coverage, else busy
Coverage
DA Applies
Rings idle app (no DA timing) Coverage on DA
Ext Act Applies
Rings idle appearance Coverage
All Applies
Goes to next step, else stop
78
Coverage
SAC Applies
Rings idle appearance Coverage
None of Above Applies
Rings idle appearance Call delivered and is
allowed to cover
Station Extension Busy (no idle 2-way app)
Extension in Hunt Grp
(also see ACD Hunt Grp)
Queues if possible, else next
step, else stop
78
Queues if possible, else
coverage, else busy
CF-ALL Active or CF-DA
Applies
Forwards if possible, else next
step, else stop
78
Forwards if possible, else
coverage, else busy
Call Waiting to Analog Sta
Would Apply
Goes to next step, else stop
78
Call waits
Coverage
78
The interaction Stop means the following: vector processing is stopped, the call remains queued to a split, and the caller
continues to hear feedback initiated by a previous step. In the case where the route-to command fails and processing
stops (due to a busy station or trunk group destination), retry can be implemented in the vector. Retrying is accomplished by
including an unconditional goto step as the last step to allow for a loop back to the route-to command. Use of an
intermediate wait-time command step with appropriate feedback and delay interval is strongly recommended in order
to reduce processor occupancy.
Operation details for the route-to command
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Condition cov = n Any Step cov = y Any Step
75
Ext Act Applies
Goes to next step, else stop
78
Coverage
Ext Bsy Applies
Goes to next step, else stop
78
Coverage
All Applies
Goes to next step, else stop
78
Coverage
SAC Applies
Goes to next step, else stop
78
Coverage
None of Above Applies
(or hunt, fwd, or cov
destination is
unavailable)
Goes to next step, else stop
78
Busy tone given
Extension with Incompatible
COR
Goes to next step, else stop. Goes to next step, else
stop.
Terminating Extension Group
All Members Idle Rings idle appearance Call delivered and is
allowed to cover
A Member Active on TEG Goes to next step, else stop
78
Coverage, else busy
No Idle App on Any
Member
Goes to next step, else stop
78
Coverage, else busy
Hunt Group Extension
Idle Agent Rings idle appearance Call delivered and is
allowed to cover
No Idle Agent
Call cannot queue
Goes to next step, else stop
78
Busy tone given
Call can queue
Call is queued Call is queued
Extension on Another Node (Uniform Dialing Plan - UDP DCS or non-DCS)
Trunk available Call delivered Call delivered
Trunk not available Goes to next step, else stop
78
Queues if possible, else
reorder
No DCS Buffer for
Routing
Call delivered w/o DCS msg Call delivered w/o DCS
msg
Trunk Access Code (TAC) Destination
Trk Grp No Dial Access Goes to next step, else stop
78
Routes to local attendant
Trunk Available Call delivered Call delivered
Trunk Not Available Goes to next step, else stop
75
Queues if possible, else
reorder
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Condition cov = n Any Step cov = y Any Step
75
AAR/ARS FAC Dest. (including Subnet Trkng)
Trk Grp No Dial Access Tries next route Routes to local attendant
Trunk Available Call delivered Call delivered
Other Routes Avail Call delivered Tries next route
All Routes Busy
No Pattern Queuing
Goes to next step, else stop
78
Reorder tone given
Queuing Assigned
Goes to next step, else stop
78
Queues to pattern
Attendant Queue (dial 0)
Idle Atnd Rings idle appearance Call delivered and is
allowed to cover
No Idle Atnd
Not In Night Svc
Call is queued Call is queued
In Night Svc
Dest. assigned
Delivered to night service Delivered to night service
Not assigned
Call is queued Call is queued
Individual Attendant Access
Attendant idle Rings idle appearance Call delivered and is
allowed to cover
Attendant busy Queues if possible else Goes
to next step, else stop
78
Queues if possible, else
Busy tone given
CAS Attendant With Caller on Branch
RLT available Rings idle appearance Call delivered and is
allowed to cover
All RLTs busy Queues if possible, else next
step, else stop
78
Queues if possible, else
busy tone
Inter-PBX Atnd Calling
Trunk Grp Controlled Routes to local atendant Routes to local attendant
Trunk Available Call delivered Call delivered
Trunk Not Available Goes to next step, else stop
78
Reorder tone given
Look Ahead Interflow (LAI) (feature active & routes over ISDN-PRI facility)
79
B-Channel Not Available Goes to next step, else stop
78
Queues if possible, else
reorder
Operation details for the route-to command
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Condition cov = n Any Step cov = y Any Step
75
B-Channel Available and Receiving Switch:
Accepts
Interflow succeeds
80
Call cut-through
Rejects
Goes to next step, else stop
78
Call gets busy/disconnect
Receiving Switch w LAI Acting as Tandem Sees from Remote Receiving Switch:
Call Accepted
Interflow succeeds
80
Call cut-through
Call Rejected
Goes to next step at receiving
switch, else sending switch
considers call rejected after 2-
minute timeout
Call gets busy/disconnect
if interflow-
qpos
Determines if queued call is
eligible for interflow
Determines if queued call is
eligible for interflow
79
With one exception, any route-to with cov= y step that routes over ISDN-PRI facilities cancels Look-Ahead
Interflow. The exception occurs when a call reaches a vector with coverage to a VDN. Calls that cover to a VDN will not
be further forwarded or otherwise redirected. For covered calls, a route-to command with coverage set to y functions
as though coverage were set to n. Thus, a route-to with coverage y will route covered calls with LAI over
ISDN facilities if LAI is enabled.
80
On the sending switch, the call is removed from vector processing (that is, the call is taken out of any split queue and any
feedback, such as music or ringback, is removed).
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Operation details for the route-to command
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Chapter 17: Advanced set command rules
and applications
Arithmetic operations
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.
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Rules and considerations for arithmetic operations
The following rules and considerations apply to all types of arithmetic operations.
Results Operand1 Operand2
Field length 6 6 10
Entries allowed [A-Z, AA-ZZ]
digits
[A-Z, AA-ZZ] V1-
V9
digits
none
[A-Z, AA-ZZ]
V1-V9
digits
none
numeric values
0-9999999999
Variable or digits
buffer contents
#, 0-4295967295
Leading zeros ignored (007 =
7)
none, #, 0-9999999999999999
Leading zeros allowed (007 = 007)
Variable or digits
buffer evaluation
Valid numeric results are
0-4295967295
Greater than 4295967295 =
# (see Invalid results for
arithmetic operations on
page 379)
Less than 0 = # (see Invalid
results for arithmetic
operations on page 379)
Leading zeros ignored (007 =
7)
none = 0
# = #
Greater than 4295967295 = #
Leading zeros ignored (007 = 7)
Start and length
parameters
Results greater than the
length definition = #.
Digits buffer length definition
is always 16.
The start definition is
ignored.
N/A N/A
For more information, see:
ADD examples on page 387
SUB examples on page 388
MUL examples on page 388
DIV examples on page 389
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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.
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.
Arithmetic operations
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String operations
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. See Rules and considerations for SEL
operations on page 381.
Results Operand1 Operand2
Field length 6 6 16
Entries allowed [A-Z, AA-ZZ]
digits
[A-Z, AA-ZZ] V1-
V9
digits
[A-Z, AA-ZZ]
V1-V9
digits
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Results Operand1 Operand2
none none
numeric values
0-99999999999999
99
Variable or digits
buffer contents
none, 0-9999999999999999
Leading zeros allowed (007 =
007)
none, #, 0-9999999999999999
Leading zeros allowed (007 = 007)
Variable or digits
buffer evaluation
none is a null string
0-9999999999999999 are a
string of digits
Leading zeros allowed (007 =
007)
No invalid results. See Invalid
results for string
operations on page 382.
none = 0 (null string)
# = none
Leading zeros allowed (007 = 007)
Start and length
parameters
See Start and length
parameters in string
operations on page 382.
N/A N/A
For more information, see:
CATL examples on page 390
CATR examples on page 391
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. See Rules and considerations for CATR
and CATL operations on page 380.
Results Operand1 Operand2
Field length 6 6 6
Entries allowed [A-Z, AA-ZZ]
digits
[A-Z, AA-ZZ]
V1-V9
digits
none
[A-Z, AA-ZZ]
V1-V9
digits
none
numeric values
0-999999
String operations
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Results Operand1 Operand2
Variable or
digits buffer
contents
none,
0-9999999999999999
Leading zeros allowed
(007 = 007)
none, #, 0-9999999999999999
Leading zeros allowed (007 = 007)
Variable or
digits buffer
evaluation
none is a null string
0-9999999999999999
are a string of digits
Leading zeros retained
(007 = 007)
No invalid results. See
Invalid results for string
operations on
page 382.
none = none
# = none
Leading zeros
retained (007 =
007)
none = 0
# = 0
Greater than 16 = 16
Leading zeros
ignored (007 = 7)
Start and length
parameters
See Start and length
parameters in string
operations on page 382.
N/A N/A
See SEL examples on page 391.
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...
Advanced set command rules and applications
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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.
MOD10 operations
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 #. See Determining the number of digits on page 318.
MOD10 operations
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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 about this algorithm see:
http://www.ee.unb.ca/tervo/ee4253/luhn.html
This Website describes how this algorithm works and provides a list of merchants and
organizations that use this 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]
digits
[A-Z, AA-ZZ]
V1-V9
digits
none
[A-Z, AA-ZZ]
V1-V9
digits
none
numeric values
0-99999999999999
99
Variable or digits
buffer contents
#, 0-9
none, #, 0-9999999999999999
Leading zeros allowed (007 = 007)
Variable or digits
buffer evaluation
If the numeric value of
operand2 is greater
than the number of
digits in operand1, then
the results = #
Valid modulus 10 or
Luhn results = 0-9. See
MOD10 results on
page 385.
none = none
# = none
Leading zeros
retained
none = #
# = #
Greater than 16 =
#
Leading zeros
ignored (007 = 7)
Start and length
parameters
Do not apply start or
length definitions. Start
and length are always 1.
See Start and length
parameters in MOD10
operations on page 385.
N/A N/A
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See MOD10 operation examples on page 392.
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 for 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 has less or more of the number of digits
specified by operand2.
There was 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 more than
two digits in operand2.
Invalid results for MOD10 operations
During MOD10 operations, a variable or digits buffer may 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.
MOD10 operations
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Advanced set command rules and applications
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Chapter 18: 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
A = 000123
123 + 456 = 579
This operation is useful for counters or loop control
variables.The result does not retain the zeros.
set A = A ADD none
A = 9999999999
9999999999 + 0 = # + 0 = #
If an operand contains a value greater than 4294967295, the
result is null (#).
set A = A ADD B
A = 000123
B = #
123 + # = #
The # character in a variable is seen as invalid (#).
set A = A ADD A
A = none (or null string)
0 + 0 = 0
none is interpreted as 0
set B = A ADD 456
Variable definitions:
A = 1234
B = collect type, length =
3, start = 2 (start is
ignored)
1234 + 456 = 1690 = #
This is an overflow since the result was greater than three
digits.
set B = A ADD 456 1234 + 456 = 1690
No leading zeros are included in the result.
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Command Result
Variable definitions:
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
A = 000123
123 - 1 = 122
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
A = 000123
123 - 456 = -333 = #
The smallest result allowed is 0. Negative values are invalid (#).
set A = A SUB 770
A = 777
777 - 770 = 7
The result is 7, not 007.
set A = A SUB 10
A = 4294967296
# - 10 = #
If an operand contains a value greater than 4294967295, the
result is invalid (#).
set A = A SUB #
A = 000123
123 - # = #
Special characters in a variable are invalid.
set A = A SUB 100
Variable definitions:
A = 123456
B = collect type, length =
5, start = 3 (start is
ignored)
123456 - 100 = 123356 = #
This is an overflow condition because the result was greater
than five digits.
MUL examples
The following table provides examples for using the MUL operator. The MUL operator multiplies
operand1 by operand2.
Set command examples
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Command Result
set A = A MUL 10
A = 000123
123 x 10 = 1230
The leading zeros in variable A are ignored.
set A = A MUL 2
A = 4294967295
4294967295 x 2 = 8589934590 = #
If the result is greater than 4294967295, the result is invalid (#).
set A = A MUL 5
A = #
# x 5 = #
The # character in a variable makes the result invalid (#).
set B = A MUL 10
Variable definitions:
A = 000123
B: collect type, length =
3, start = 2 (start is
ignored)
123 x 10 = 1230 = #
The leading zeros are ignored in the operation. The result is
greater than three digits, causing an overflow condition.
DIV examples
The following table provides examples for using the DIV operator. The DIV operator divides
operand1 by operand2.
Command Result
set A = A DIV 10
A = 000123
120 / 10 = 12
Leading zeros are ignored and the results are not padded with leading
zeros.
setA = A DIV 2
A = 5
5 / 2 = 2.5 = 2
The result is rounded down to the nearest whole integer. Results do
not contain any decimal values.
set A = A DIV
1000
A = 000123
123 / 1000 = 0.123 = 0
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 #
A = 000123
000123 / # = #
A # character in an operand makes the operation invalid (#).
set B = A DIV 100
Variable
definitions:
A = 12345678
B: collect type,
length = 4, start
12345678 / 100 = 123456.78 = 123456 = #
The result is rounded down to the nearest integer, but it is an invalid
result (#) because it is greater than four digits.
Calculation examples
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Command Result
= 3 (start is
ignored)
set B = A DIV 100
Variable
definitions:
A = 12345678
B: collect type,
length = 6, start
= 3 (start is
ignored)
12345678 / 100 = 123456.78 = 123456
The result is rounded down to the nearest integer. This result is valid
because the result is six digits in length.
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
B = 56789
56789 CATL 0123 = 012356789
set A = A CATL A
A = #
# CATL # = none
set A = B CATL 0123
Variable definition:
A = collect type, length = 4, start = 3
B = 56789
56789 CATL 0123 = 012356789 = 2356
Four digits were selected starting at position 3 in
the resulting digit string.
set digits = A CATL 0123
digits = length=16,
start=1
A = 123456789012345
123456789012345 CATL 0123 =
0123123456789012345 = 0123123456789012
The first 16 digits are selected and stored in the
digits buffer.
set A = A CATL A
A = none (null string or
empty)
none CATL none = none
Set command examples
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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
B = 56789
56789 CATR 0123 = 567890123
set A = A CATR A
A = #
# CATR # = none
set A = B CATR 0123
Variable definition:
A = collect type, length = 4, start = 3
B = 56789
56789 CATR 0123 = 567890123 = 7890
Four digits were selected starting at position 3 in
the resulting digit string.
set digits = A CATR 0123
digits: length = 16,
start = 1
A = 123456789012345
123456789012345 CATR 0123 =
01234567890123450123 = 1234567890123450
NOTE: 1234567890123450 is stored in the digits
buffer.
set A = A CATR A
A = none (null string or
empty)
none CATR none = none
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
Variable definitions:
A = collect type, length = 10, start = 3
B = 1234567890123
1234567890123 SEL 12 = 234567890123 =
4567890123
Ten digits were selected starting at position 3.
set A = B SEL 5
The number of digits specified in
operand2 is more than the number of
digits in operand1.
B = 1234
1234 SEL 5 = 01234
The result contains all of the digits in operand1 with
leading zeros as necessary.
Calculation examples
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Command Result
set A = B SEL 1
Operand1 contains no digits (#) or is
set to zero.
B = #
# SEL 1 = 0
The result is null padded with a zero. The SEL 1
adds a leading zero.
set A = B SEL C
Operand2 contains no digits or is set
to zero.
B = 1234
C = #
1234 SEL # = 1234 SEL 0 = none
The result is none.
set A = B SEL 3
B = 120005
120005 SEL 3 = 005
The zeros are retained in the result.
set A = B SEL C
B = 1234567890123456
C = 99
1234567890123456 SEL 99 = 1234567890123456
Operand2 contains a number greater than 16,
therefore a maximum of 16 digits is selected from
operand1.
set A = B SEL 16
A = collect type, length = 10, start = 3
B = 1234567890123
1234567890123 SEL 16 = 0123456789
Selects 10 digits starting at position 3.
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
A = #
# MOD10 13 = #
The operation is invalid if either operand contains a # character
or none.
set B = digits
MOD10 A
A = 20
B = #
The operation is invalid because operand2 contains a number
greater than 16.
set B = digits
MOD10 A
A = none
B = #
The operation is invalid.
set A = digits
MOD10 5
digits = 123456
123456 MOD10 5 = #
The operation is invalid because operand1 contains a digit string
that has more digits than what is specified in operand2.
set A = digits
MOD10 5
1234 MOD10 5 = #
The operation is invalid because operand1 contains a digit string
that has fewer digits than what is specified in operand2.
Set command examples
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Command Result
digits = 1234
set B = A MOD10
13
A =
1234567890128
1234567890128 MOD10 13 = 0 (zero)
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
A =
1234567890123
1234567890123 MOD10 13 = 5
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
Diners Club/Carte Blanche 300xxxxxxxxxxx
305xxxxxxxxxxx
36xxxxxxxxxxxx
14
Application examples
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Company Card number identifier Card length
38xxxxxxxxxxxx
American Express 34xxxxxxxxxxxxx
37xxxxxxxxxxxxx
15
VISA 4xxxxxxxxxxxx
4xxxxxxxxxxxxxxx
13, 16
MasterCard 51xxxxxxxxxxxxxx
55xxxxxxxxxxxxxx
16
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 Type Scope Length Start Assignment VAC
A credit card type collect L 1 1
B 4 digit prefix of cred card collect L 4 1
C modulus 10 result collect L 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)
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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,
DISCOVER chk 16 digits)
23 goto step 14 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. A 19-digit credit card
number is reformatted to a 16-digit segment and a 3-digit segment. The credit card number is
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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
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.
See MOD10 results on page 385.
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 identificacin]
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]
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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.
Related topics:
Example 1: Without using the set command on page 397
Example 2: Using the set command on page 397
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 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 agents 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,
so
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
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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,
so
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
This chapter provides examples of how to use VDN variables to implement percentage routing
application. Starting with Communication Manager 5.2, Percentage Allocation Routing using
Policy Routing Tables (PRTs) assigned to VDNs is available. This is much simpler and direct
approach to implement Percent Allocation in vectoring. See below for an illustration of how a
complicated application can be implemented using variables and vectoring. Also, see the much
simpler Setting up percentage routing using Policy Routing Table on page 403. For the details
on the Percentage-Allocation Routing feature see Call Vectoring features in Avaya Aura

Call
Center Feature Reference.
The XYZ Company wants to:
Route 25% of calls to the ABC Company in India
Route 25% of calls to the DEF Company in China
Route 50% of calls to the XYZ Companys local call center through XYZ Companys
Communication Manager system.
They can allocate call types into three groups of call handlers: one for India, one for China,
and one for the local call center.
This topic includes the following two examples:
Example 1: Percentage routing using VDN variables on page 399
Example 2: Percentage routing using PRT on page 403
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Example 1: Percentage routing using VDN variables
Overview of tasks in percentage routing using VDN variables example
In this example, XYZ Company will use the set command and VDN variables to do the
following tasks:
Setup the Variables for Vectors and VDN variable definitions
Use vector 220 as the primary vector to calculate percentages and route calls accordingly
Use vector 221 as a subroutine vector to initialize the routing for the initial call that is
performed every day
Use VDN 2220 as the VDN that calls vector 220 with assigned VDN variable values
associated with Percentage Routing. In this example, the following types of calls are
routed to VDN 2220:
- Toll-free number calls
- Direct-inward-dialing calls
- Calls screened by Interactive Voice Response (IVR)
- Calls transferred by a local agent
Diagram of tasks in percentage routing using VDN variables example
The following flowchart provides an overview of this example.
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Legend:
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
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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
- China = (B/A+B+C) * 100
- Local = (C/A+B+C) * 100
Setting up percentage routing example
To set up percentage routing:
1. Define the Variables for Vectors using the Variables for Vectors screen.
Example:
change
variables Page 1 of x
Variables for Vectors
Var Description Type Scope Length Start Assignment
VAC
A India Routed Calls collect G 16 1
B China Routed Calls collect G 16 1
C Locally Retained Calls collect G 16 1
D Calculated Percentage collect L 16 1
E Total Routed Calls Today collect G 16 1
F Day-of-Week for First Call collect G 16 1
G Day-of-Week (1=Sun..etc.) dow G 16 1 2
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 Page 1 of 3
VECTOR DIRECTORY NUMBER
Extension: 2220
Name*: Percent Routing
Destination: Vector Number 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*:
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* Follows VDN Override Rules
change vdn 2220 Page 2 of 3
VECTOR DIRECTORY NUMBER
AUDIX Name:
Return Destination*:
VDN Timed ACW Interval*:
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 Page 3 of 3
VECTOR DIRECTORY NUMBER
VDN VARIABLES*
Var Description Assignment
V1 India 25
V2 China 25
V3 Local 50
V4
V5
V6
V7
V8
V9
VDN Time-Zone Offset*: + 00:00
Daylight Savings 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 Page 1 of 6
CALL VECTOR
Number: 220 Name: Percent Route Background BSR Poll? n
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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.
Example:
change vector 221 Page 1 of 6
CALL VECTOR
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 (same allocation as in Setting up percentage routing example):
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Route 25% of calls to the ABC Company in India
Route 25% of calls to the DEF Company in China
Route 50% of calls to the XYZ Companys local call center through XYZ Companys
Communication Manager system
Following are the steps XYZ Company has to complete to set up percentage routing using the
Policy Routing tables (PRT):
1. Define VDN 2220 for call handling:
Example:
change vdn 2220 Page 1 of 3
VECTOR DIRECTORY NUMBER
Extension: 2220
Name*: Percent Routing using PRT
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 Route Table to allocate percentages of routing to destinations.
change policy-routing-table 8 Page 1 of 1
POLICY ROUTING TABLE
Number: 2 Name: policy 8 Type: percentage Period: 100-count
Target Actual Call
Index Route-to VDN VDN NAME % % Counts
1 2221 ABC in India 25 0.0* 0
2 2222 DEF in China 25 0.0* 0
3 2223 XYZ local center 50 0.0* 0
4
5
6
7
8
9
10
11
12
13
14
15
Totals 100 0
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3. Define the VDNs (2221, 2222 and 2223) on the VDN screen each routing to the
Destination set to Vector Number 220 as shown in Setting up percentage routing
example. (See Vector Directory Number screen on page 401.)
4. As required by the application, set Page 2 of the VDN screen.
5. Set up the route destination numbers on page 3 for the VDN variable V1 as the
following (For an example of a VDN page 3 screen, See Step 3 on page 402 of
Setting up percentage routing example):
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 Page 1 of 6
CALL VECTOR
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 route-to number V1 with cov n if unconditionally
Assigning ASAI UUI values
Pass In-VDN Time to an Adjunct example
The ABC Call Center needs to provide to the ASAI adjunct the amount time that a call has
been in-processing in the call center system. The ASAI adjunct applies this 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 could spend a significant amount of time at
previous call center locations before being interflowed to this local site. The application uses
this in-processing time along with other information about the call to give higher priority to calls
that have been waiting beyond a certain amount of 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.
Assigning ASAI UUI values
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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 wait 0 secs hearing ringback
02 set A = V SEL 4
03 adjunct routing link 1
04 wait 10 secs hearing ringback
Step 2 assigns the accumulated in-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, caller ANI, etc. The adjunct can now 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 6 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
will be seen by the agent via the Caller-Info 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 previous vector. Assume for this example the in-VDN time
for the call is 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, then places the value (0025) in the
ASAI UUI string (123456) starting at position 7. The resultant ASAI UUI contains 1234560025.
This string is then seen by the agent when the UUI-INFO button is pressed.
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Chapter 19: Improving performance
About improved performance
Improved performance depends on the following basic principles:
Minimize the number of vector steps to process a call.
Avoid vector steps which have a substantial probability of failure, such as:
- Calls made outside of business hours
- Queues to groups with less than desirable resources or characteristics.
The most wasteful use of processing resources is frequently caused by inefficient looping. For
example, performance could be compromised when a vector loops through steps too often.
This is especially true with long queue times.
Some examples with looping are discussed and recommendations are given on how to
maximize performance. They are:
Audible Feedback
Look-Ahead Interflow
Check
Examples other than looping are also discussed. They are:
After Business Hours
Look-Ahead Interflow
All looping examples in this section use only loops within a single vector. It is important to also
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:
Remember to test vectors for performance in addition to call flow.
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Looping examples
Audible feedback examples
Recommendation: Evaluate the length of the wait period between repetitions of an
announcement and increase the length, if possible. For optimum performance, add a second
announcement after the initial announcement and repeat the second announcement less often.
Also see Announcement recording tips for high traffic volume applications on page 222.
The first example repeats the, All representative are busy. Please hold announcement every
10 seconds as long as the call is in queue.
Example: 10-second announcement interval
1. queue-to split 1
2. announcement 2770 (
All representatives are busy. Please hold.
)
3. wait-time 10 seconds hearing music
4. goto step 2 if unconditionally
5. stop
The next example repeats the announcement only every 60 seconds, thus improving
performance.
Example: 60-second announcement interval
1. queue-to split 1
2. announcement 2770 (
All representatives are busy. Please hold.
)
3. wait-time 60 seconds hearing music
4. goto step 2 if unconditionally
5. stop
The next example adds a second announcement, All representatives are still busy. Please hold
in addition to the initial announcement and repeats the second announcement less often (every
120 seconds), thus improving performance again.
Example: Follow-up announcement
1. queue-to split 1
2. announcement 2770 (
All representatives are busy. Please hold.
)
3. wait-time 120 seconds hearing music
4. announcement 2771 (
All representatives are still busy. Please continue to hold.
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)
5. goto step 3 if unconditionally
6. stop
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 first announcement is 3 seconds long and the second announcement is 4 seconds long.
Table 11: Approximate number of vector steps executed for the audible feedback
examples
Initial conditions Example:
10-second
announcement
interval
Example:
60-second
announcement
interval
Example:
Follow-up
announcement
An agent is available in split
1
1 1 1
Queueing time of 5 minutes 70 15 9
When a call is queued for 5 minutes, the number of vector steps drops dramatically when the
amount of time between announcements is increased, and drops even more when a second
announcement is added, and the amount of 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.
Look-Ahead interflow examples
Recommendation 1: Use the interflow-qpos conditional to achieve FIFO (first in, first out) or
near-FIFO call processing. For more information, see Look-Ahead Interflow (LAI).
Recommendation 2: If you do not have the interflow-qpos conditional, add a wait period
between successive look-ahead interflow attempts and make the waiting period as long as
feasible.
The following example continuously attempts a look-ahead interflow as long as the call is in
queue or until a look-ahead attempt succeeds.
Example: continuous look ahead - no delay
1. queue-to split 1 pri l
2. announcement 3000
3. wait-time 20 seconds hearing music
4. route-to number 93035555555 cov n if unconditionally
5. goto step 4 if unconditionally
The example shown above adds a delay so that the look-ahead interflow attempt occurs only
every 10 seconds.
Example: look ahead with 10 second delay
1. queue-to split 1 pri l
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2. announcement 3000
3. wait-time 20 seconds hearing music
4. route-to number 93035555555 cov n if unconditionally
5. wait-time 10 seconds hearing music
6. goto step 4 if unconditionally
The next example increases performance even more by increasing the delay between look-
ahead interflow attempts to 30 seconds.
Example: look ahead with 30 second delay
1. queue-to split 1 pri l
2. announcement 3000
3. wait-time 20 seconds hearing music
4. route-to number 93035555555 cov n if unconditionally
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 while processing the call. Assumption is that
the announcement is 5 seconds long.
Table 12: Approximate number of vector steps executed for look-ahead interflow
examples
Initial conditions Example:
look ahead with
no delay
Example:
look ahead with
10 second delay
Example:
look ahead with
30 second delay
An agent is available in split
1
1 1 1
Queueing time of 5 minutes up to 1,000 85 30
Check examples
Recommendation: When using check commands to queue a call to backup splits, ensure that
an adequate amount of time has elapsed before checking the backup splits again.
Note:
With the Expected Time Wait Time feature, the style of programming used in this example
is not optimal. The best approach is to use the Expected Time Wait feature to locate the
most appropriate split for the call and queue it there.
The next example checks backup splits continuously as long as the call is in queue.
Example: Continuous check
1. queue-to split 1 pri h
2. announcement 3000
3. wait-time 10 seconds hearing music
4. check split 21 pri m if available-agents > 0
5. check split 22 pri m if available-agents > 0
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6. check split 23 pri m if available-agents > 0
7. check split 24 pri m if available-agents > 0
8. check split 25 pri m if available-agents > 0
9. goto step 4 if unconditionally
The next example adds a delay of 10 seconds to ensure that some time has elapsed before
checking the backup splits again.
Example: Check with 10 second delay
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 > 0
5. check split 22 pri m if available-agents > 0
6. check split 23 pri m if available-agents > 0
7. check split 24 pri m if available-agents > 0
8. check split 25 pri m if available-agents > 0
9. wait-time 10 seconds hearing music
10. goto step 4 if unconditionally
Since the agent availability status may not be likely to change every 10 seconds, it may make
sense to increase the wait time to 30 seconds, as shown in the example in The following
example.
Example: Check with 30 second delay
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 > 0
5. check split 22 pri m if available-agents > 0
6. check split 23 pri m if available-agents > 0
7. check split 24 pri m if available-agents > 0
8. check split 25 pri m if available-agents > 0
9. wait-time 30 seconds hearing music
10. 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 while processing the call. Assumption is that
the announcement is 5 seconds long.
Table 13: Approximate number of vector steps executed for check examples
Initial conditions Example:
continuous check
Example:
check with 10-
second delay
Example: Check
with 30-second
delay
An agent is available in split
1
1 1 1
Queueing time of 5 minutes up to 1,000 190 65
When a call is queued for 5 minutes, the number of vector steps drops dramatically when a
delay is added before checking the backup splits again, and drops even more 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.
Looping examples
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 411

Other examples
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
the call is made after business hours, the announcement is repeated until the caller hangs up.
Unconditional queuing to hunt group
1. queue-to split 1
2. announcement 5000
(
All agents are busy. Please hold.
)
3. wait-time 120 seconds hearing music
4. announcement 5001
(
All agents are still busy. Please continue to
hold.
)
5. goto step 3 if unconditionally
The next example tests for business hours before queuing the call. If the call is made 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.
)
Improving performance
412 Programming Call Vectors in Avaya Aura

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In the first example, unnecessary processing occurs when a call is queued after business hours
and the call is terminated only when the caller hangs up. As shown in the second example, it
is more economical to test for business hours before queuing a call.
Look-Ahead interflow example
Recommendation: When using a look-ahead interflow, first test to see if the receiving office is
open for business.
The scenario is a sending switch in Los Angeles, with office hours from 8:00 AM to 5:00PM
(8:00-17:00) PST and the receiving switch is in New York, with office hours from 8:00 AM to
5:00PM EST (5:00-14:00 PST). There is a three hour difference between the two switches
The following example routes calls to the New York switch. If there are no agents available at
the Los Angeles switch, it is possible for calls to be interflowed during hours that the agents in
New York are not available, thus doing unnecessary processing.
Unconditional Look-ahead interflow
1. queue-to split 1
2. route-to number 99145555555 cov n if unconditionally
3. announcement 2770 (
All agents are busy. Please hold.
)
4. wait-time 120 seconds hearing music
5. goto step 3 if unconditionally
6. stop
The next example tests first to see if the New York switch is open before requesting a queue
to the New York switch, thus avoiding unnecessary processing.
Look-ahead interflow with time-of-day condition
1. queue-to split 1
2. goto step 4 if time-of-day is all 14:00 to all 05:00
3. route-to number 99145555555 cov n if unconditionally
4. announcement 2770 (
All agents are busy. Please hold.
)
5. wait-time 120 seconds hearing music
6. goto step 4 if unconditionally
7. stop
The next example can be used if you have Advanced Routing optioned. In this case, the
Expected Wait Time feature may be used to determine whether it is worthwhile placing a look-
ahead interflow call attempt.
Look-ahead interflow with expected wait time and time-of-day conditions
1. queue-to split 1
2. goto step 5 if expected-wait for call < 30
3. goto step 5 if time-of-day is all 14:00 to all 05:00
4. route-to number 99145555555 cov n if unconditionally
5. announcement 2770 (
Other examples
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 413

All agents are busy. Please hold.
)
6. wait-time 120 seconds hearing music
7. goto step 5 if unconditionally
8. stop
In the examples shown above, note that there is no reason to attempt an interflow if the call
will be answered quickly at the main switch. Therefore, vector steps that do not facilitate rapid
call response are avoided.
Improving performance
414 Programming Call Vectors in Avaya Aura

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Chapter 20: Call Vectoring Job aids
Vector commands job aid
The vector command job aid shown in this section lists the Call Vectoring commands, together
with the various conditions, and parameter options and values that are available for use with
each command.
Most vector commands require one or more input values for the command, as well as for
various parameters, such as an announcement extension number, a time interval, a maximum
queue size, and so forth. 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 Media Servers. You can find the latest
capacity tables from the Avaya support Website at:
http://www.avaya.com/support
For detailed information about these commands, see Call Vectoring commands.
# [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 this command.]
adjunct routing link 1-64 - CTI Link ID
81
[A-Z, AA-ZZ]
V1-V9
announceme
nt
extension no. [A-Z , AA-ZZ] V1-V9
busy
81
Link capacity depends on your release and configuration. For more information, see System Capacities Table for
Communication Manager on Avaya Media Servers .
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 415

Chec
k
best if expected
wait
< 1-9999 seconds,
> 0-9999 seconds
unconditionally
wait
improved
< 1-9999 seconds,
> 0-9999 seconds
skil
l
hunt
group
82
,
skills for
VDN:
1st,
2nd,
3rd
pri priorities:
l = l ow
m = m
edium h
= h igh t
= t op
if available-
agents
> 0-1499
83
all-levels
pref-level
skill level 1
84
pref-range
skill level 1
84
to skill level 2
84
skil
l
hunt
group
82
,
skills for
VDN:
1st,
2nd,
3rd
pri priorities:
l = l ow
m = m
edium h
= h igh t
= t op
if calls-queued < 1-999
83
expected-wait < 1-9999
seconds
oldest-call-wait > 1-999
seconds
rolling-asa < 1-999 seconds
staffed-agents > 0-1499
83
wait-improved > 0-9999
seconds
unconditionally
spli
t
hunt
group
82
spli
t
hunt
group
82
pri l = l ow
m = m
edium h
= h igh t
= t op
if available-agents > 0-1499
83
colle
ct
ced for none
A-Z, AA-ZZ
cdpd
1-16 digits after
announcement
extension no.
none A-Z, AA-
ZZ V1-V9
for none A-Z,
AA-ZZ
consi
der
locatio
n
85
(multi-
1-255 A-Z, AA-ZZ V1-V9 adjust
by
0-100 percent
A-Z, AA-ZZ
V1-V9
82
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
83
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.
84
Skill levels are 1-16 (1 is best, 16 is lowest). Skill Level 2 must be greater than or equal to Skill Level 1.
85
This item is available only with the Virtual Routing feature.
Call Vectoring Job aids
416 Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010

site BSR
only)
skill hunt group
86
, skills
for VDN: 1st ,
2nd , 3rd
pr
i
priorities:
l = l ow
m = m
edium h
= h igh t
= t op
split hunt group
86
convers
e-on
ski
ll
hunt
group
87
, skills
for
VDN:
1st ,
2nd ,
3rd
pr
i
priorities:
l = low
m =
medium h
= high t
= top
pass
ing
6-digit string
* # ani
vdn
digits
qpos
wait A-Z,
AA-ZZ V1-
V9
an
d
6-digit string
* # ani
vdn none
digits
qpos wait
A-Z, AA-ZZ
V1-V9
spl
it
hunt
group
8
7
none an
d
none
disconnect after
announcement
extension no. none A-Z, AA-ZZ V1-V9
goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
88
@step 1-99if
A-Z, AA-ZZ >,<,=,<>,
>=,<=
threshold value or string of digits: 1-16, wildcards ( ? , + )
89
,
[A-Z, AA-ZZ], V1-V9
=,<> none
90
, #
91
in table 1-100
88
, [A-Z, AA-ZZ], V1-V9
not-in
table
86
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
87
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
88
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.
89
The question mark (?) is a wild card that matches any digit (0-9) at the specified position. The plus sign (+) matches any
or no characters at the specified position.
90
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in
this case.
91
The # character is used in the threshold field to match a single # digit entered by the caller or an ASAI adjunct in the dial-
ahead buffer. In this case, only the = or <> comparators are valid.
Vector commands job aid
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 417

goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
88
@step 1-99if
ani >,>=,<>,=
,<,<=
1-16, wildcards (?, +)
90
, [A-Z, AA-ZZ], V1-V9
=,<> none
90
, #
91
in table 1-100
88
, [A-Z, AA-ZZ], V1-V9
not-in
table
available
- agents
in skill hunt
group
92
,
skills for
VDN:
1st , 2nd ,
3rd
>,>=,<>,
=, <,<=
0-1499
88
1-1500
88
A-Z, AA-ZZ V1-
V9
in split hunt
group
92
goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
93
@step 1-99 if
calls-
queued
in skill hunt
group
94
,
skills for
VDN: 1st,
2nd, 3rd
pr
i
priorities:
l = low
m =
medium h
= high t
= top
> >=
<> =
< <=
0-098
93
1-999
93
A-Z,
AA-ZZ V1-V9
in split hunt group
94
counted-
calls
to vdn vdn
extension,
latest,
active
95
>,>=,<>,=,<,
<=
0-998
93
1-999
93
A-
Z, AA-ZZ V1-V9
digits >,>=,<>,=,<
,<=
threshold value or string: 1-16, wildcards ( ?, +)
96
, [A-Z,
AA-ZZ], V1-V9
92
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
93
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.
94
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
95
Active refers to the VDN specified by VDN Override settings. Latest refers to the VDN specified for the current vector.
96
The question mark (?) is a wild card that matches any digit (0-9) at the specified position. The plus sign ( + ) matches
any or no characters at the specified position.
Call Vectoring Job aids
418 Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010

goto step and goto vector
goto step 1-99 if
or
goto vector 1-8000
93
@step 1-99 if
<>,= none
97
= meet-me-access
98
in table 1-100
93
, [A-Z, AA-ZZ], V1-V9
not-in
table
expected-
wait
for best >,>=,<>,=,<
,<=
0-9999 seconds, [A-Z, AA-ZZ],
V1-V9
for call
for split hunt group
94
pr
i
priorities:
l = low
m =
medium h
= high t
= top
> >=
<> =
< <=
0-9998 sec
1-9999 sec A-
Z, AA-ZZ V1-
V9
for skill
hunt group
94
,
skills for
VDN:
1st
,
2nd
,
3rd
goto step and goto vector
goto step 1-99if
or
goto vector 1-8000
99
@step 1-99if
holiday in table 1-99, [A-Z, AA-ZZ], V1-V9
not-in
table
ii-digits >, >=,
<>, =, <,
<=
2-digit string, wildcards (?, +)
100
, [A-Z,
AA-ZZ], V1-V9
<>, = none
101
97
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in this
case.
98
This item is available only with meet-me conference vectors.
99
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.
100
The question mark (?) is a wild card that matches any digit (0-9) at the specified position. The plus sign (+) matches any
or no characters at the specified position.
101
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in this
case.
Vector commands job aid
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 419

goto step and goto vector
goto step 1-99if
or
goto vector 1-8000
99
@step 1-99if
in table 1-100
99
, [A-Z, AA-ZZ], V1-V9
not-in
table
interflow
-gpos
>,>=,<>,=
,<,<=
1-9, [A-Z, AA-ZZ], V1-V9
media-
gateway
H.248
gateway
ID
102
1-999
=, <> registered
all
any
meet-me-full
103
(goto step only)
meet-me-idle
103
(goto step only)
no match
104
goto step and goto vector
goto step 1-99if
or
goto vector 1-8000
105
@step 1-99if
oldest-
call-
wait
in
skil
l
hunt
group
106
,
skills for
VDN:
1st , 2nd ,
3rd
pri priorities: l
= low m
= medium
h = high
t = top
>,>=,<
>,=<,<
=
0-998 sec 1-999 sec
A-Z, AA-ZZ V1-V9
in
spli
t
hunt
group
10
6
102
The maximum number of port networks and media-gateways supported 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.
103
This item is available only with meet-me conference vectors.
104
This item is available only with the Dial by Name feature.
105
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.
106
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
Call Vectoring Job aids
420 Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010

goto step and goto vector
goto step 1-99if
or
goto vector 1-8000
105
@step 1-99if
port-
network
Port network ID
107
1-999
=, <> registered
all
any
queue-fail
108
rolling-
asa
for
skil
l
hunt group
106
,
skills for
VDN:
1st
,
2nd
,
3rd
>,>=,<>,=
, <,<=
0-998 sec, 1-999 sec A-Z, AA-
ZZ V1-V9
for
spli
t
hunt group
106
for
vdn
vdn
extension,
latest,
active
109
server =, <> main, ess, lsp
service-
hours
in table 1-99, [A-Z, AA-ZZ], V1-V9
not-in table
staffed-
agents
in
skil
l
hunt group
106
,
skills for VDN:
1st , 2nd , 3rd
>,>=,<>,=
, <,<=
0-1499
105
, 1-1500
105
A-Z, AA-
ZZ V1-V9
in
spli
t
hunt group
106
107
The maximum number of port networks and media-gateways supported 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.
108
This item is available only with the Attendant Vectoring feature.
109
Active refers to the VDN specified by VDN Override settings. Latest refers to the VDN specified for the current vector.
Vector commands job aid
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 421

goto step and goto vector
goto step 1-99if
or
goto vector 1-8000
110
@step 1-99if
time-
of-
day
is mon,
tue,
wed,
thu,
fri,
sat,
sun,
all
hour
:
00-2
3
minute:
00-59
to mon,
tue,
wed,
thu,
fri,
sat,
sun, all
hour
:
00-2
3
minut
e:
00-59
V1-V9 >, <,
=,<>,
>=, <,
<=
threshold value or string of digits: 1-16,
wildcards (?, +), [A-Z, AA-ZZ], V1-V9
=,<> none
111
, #
112
in
table
1-100
109
, [A-Z, AA-ZZ], V1-V9
not-in
table
wait-
impro
ved
for
best >, >=, <>, =, <, <=
0-9998
sec
1-9999
sec
A-Z, AA-ZZ
V1-V9
skill hunt
group
113
,
skills for
VDN: 1st ,
2nd , 3rd
pri priorities:
l = low
m =
medium h
= high t
= top
>,>=
,
<>,=
<,<=
split hunt
group
5
unconditionally
messaging skill hunt group
114
1st
(VDN skill)2nd(VDN
skill)3rd (VDN skill)
for
extension
extension no.
latestactive
115
A-Z, AA-ZZ V1-V9
110
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.
111
Use the word none in the threshold field to test for an empty digits string. Only the = or the <> comparators are valid in
this case.
112
The # character is used in the threshold field to match a single # digit entered by the caller or an ASAI adjunct in the dial-
ahead buffer. In this case, only the = or <> comparators are valid.
113
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
114
A valid hunt 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.
115
Active refers to the VDN specified by VDN Override settings. Latest refers to the VDN specified for the current vector.
Call Vectoring Job aids
422 Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010

split hunt
group
114
queue-to attd-group
116
attendant
116
extension no.
best
hunt-
group
116
group number
117
pri priorities: l =
low m =
medium h =
high t = top
skill hunt group
118
, VDN
skills (1st, 2nd,
3rd)
split hunt group
118
reply-best
return
route-
to
119
digit
s
with coverage y, n
meetme
120
numbe
r
121
up to 16 digits (0-9)
<digits>[A-Z, AA-ZZ,
V1-
V9]<digits>*<digits>A
12
2123
<digits>#<digits>A
wit
h
cov
y, n if digit >
>=
<>
=<
<=
0-9#
125
116
This item is available with only the Attendant Vectoring feature.
117
A valid group number is a vector-controlled hunt group of any type (ACD, UCD, and so on).
118
A valid hunt group is a vector-controlled ACD split or skill assigned on a hunt group form.
119
The route-to digits and route-to number commands support the Service Observing FACs, remote logout of agent FAC,
remote access extension, attendant access number, and other dialable destination numbers.
120
This item is available only with meet-me conference vectors.
121
A destination for the route-to 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 (for example, ~p) with a ~
followed by a character are counted as two digits towards the 16. The number field supports some feature activations using
Feature Access Codes (FACs) alone or followed by digits including Service Observing, Remote Logout of Agent, remote
access extension, attendant access number, Forced Logout/Aux and other destination numbers that can be dialed with a
phone. The number field also supports vector variables (A-Z, AA-ZZ) and VDN variables (V1-V9) whose value in decimal
digits is defined elsewhere before the route-to number command is to be executed.
122
The notation means that 1 or more digits in the range of 0 to 9 can be inserted when necessary for the application. The
total of digits and characters must be within the 16 digit positions total.
123
Either a vector variable (A-Z, AA-ZZ) or VDN variable (V1-V9) can be entered at the end of any entry (digits or special
character) or entered in place of ; this is shown with an A in the other examples. Each variable whether a single character or
double character counts as two digits towards the maximum of digits in the number field. The variable can be preceded
by digits as long as the total is within the 16 digit/character position limit. The variable must always be the last entry and
can not be followed by a digit. 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 will be combined with the entry in the number field.
Vector commands job aid
Programming Call Vectors in Avaya Aura

Call Center 6.0 June 2010 423

<digits>~p<digits>A
<digits>~mA<digits>A
<digits>~s<digits>A
<digits>~w<digits>A
<digits>~W<digits>A
~r~r+
124
interfl
ow-
qpos
<
=
<=
1-9
unconditionally
name1
126
with coverage y, n
name2
126
name3
126125
set [vector variable, Digits] = [operand1] [operator] [operand2]
Comman
d
Variables or digits Operand1 Operat
or
Operand2
set user-assigned
127
type A-Z or AA-
ZZ vector
variable
= user-
assigned
127
type
A-Z or AA-ZZ
vector variable
ADD
SUB
MUL
DIV
CATL
CATR
MOD10
SEL
user-assigned
127
A-Z or AA-ZZ
vector variable
asaiuui A-Z or
AA-ZZ vector
variable
digits
128
system-
assigned
129
A-Z
or AA-ZZ vector
variable
system-
assigned
129
A-Z
or AA-ZZ vector
variable
V1-V9 VDN
variable
directly-
entered numeric
string
130
digits V1-V9 VDN
variable
124
When the specified number is preceded by ~r, Network Call Redirection (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 a special indication for E.164 numbering required by some network Service Providers for NCR invocation over SIP
trunking. The + character is counted as two digit positions towards the 16 total. The ~r or ~r+ entries must be in the initial
digit/character positions of the number field.
125
The # character is used in the threshold field to match a single # digit entered by the caller or an ASAI adjunct in the dial-
ahead buffer. In this case, only the = or <> comparators are valid.
126
This item is available only with the Dial by Name feature.
127
Only global or local collect type vector variables can be assigned using the set command.
128
The collected digits buffer holds up to 16 digits.
129
For example, ani, asaiuui, doy, and so on.
130
Limited to 4294967295 with ADD, SUB, MUL, or DIV. For all other operators, the limit is 16 digits.
Call Vectoring Job aids
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Comman
d
Variables or digits Operand1 Operat
or
Operand2
none digits
none
stop
wait-time 0-999 secs heari
ng
music, ringback, silence, i-
silent
0-480
13
1
mins audio source
ext.
132
A-Z, AA-ZZ
V1-V9
then music
ringback
silence
continue
1
33
0-8
131
hrs
Vector variables job aid
For detailed information about variable types, see Variables in Vectors.
Items in bold are default values that cannot be changed.
Variabl
e type
Description Scope Specification Max
digit
length
Assigns
ani Tests the callers
phone number
L Start digit position
and Length
16 Incoming call
data
asaiuui Processes call-
specific user data
associated with
the call
L Start digit position
and Length
16 out
of a
total of
96
Incoming call or
ASAI application
data
collect Processes
collected digits for
user-defined
control, routing, or
treatment
L, P, or G Start digit position
and Length
16 The for parameter
of the collected
digits command
or assignment in
the variables
table
131
This option is not available for vector administration done through Avaya Call Management System or Visual Vectors.
132
This consists of a valid announcement or music source extension that is defined on the announcement audio sources form.
133
The continue treatment is valid only with Multiple Audio/Music Sources. It indicates that the caller continues to hear the
alternate audio or music source using an announcement until another vector command takes effect.
Vector variables job aid
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Variabl
e type
Description Scope Specification Max
digit
length
Assigns
tod Holds the current
time of day in 24-
hour time for
processing
G None Alway
s 4
The main server
system clock - for
example, 0219 =
2:19 am
dow Holds the current
day of week for
processing
G None 1 The main server
system clock
(1-7) - for
example, 1 =
Sunday
doy Holds the current
day of year for
processing
G None Alway
s 3
The main server
system clock
(1-365) - or 1 -366
in a leap year
stepcnt Counts the
number 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 7 Routing for a call
vdntim
e
Provides the time
in seconds that a
call has been in
vector processing
by the call center
L None Alway
s 4
Time in vector
processing
including prior
processing for a
call routed by
BSR/LAI
Call Vectoring Job aids
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Chapter 21: Glossary
AAR See Automatic Alternate Routing (AAR) on page 429.
abandoned call An incoming call in which the caller hangs up before the call is answered.
Abbreviated Dialing A feature that allows callers to place calls by dialing just one or two digits.
ACA See Automatic Circuit Assurance (ACA) on page 430.
access code A 1-, 2-, or 3-digit dial code used to activate or cancel a feature, or access an
outgoing trunk.
access trunk A trunk that connects a main communications system with a tandem
communications system in an Electronic Tandem Network (ETN) on page 434.
An access trunk can also be used to connect a system or tandem to a serving
office or service node. Also called an access tie trunk.
ACCUNET A trademarked name for a family of digital services offered by AT&T in the United
States.
ACD See Automatic Call Distribution (ACD) on page 429.
ACD agent See agent on page 428.
ACD work mode See work mode on page 441.
ACW See After Call Work (ACW) mode on page 428.
adjunct A processor that does one or more tasks for another processor and is optional in
the configuration of the other processor. See also application on page 428.
Adjunct Routing A means of evaluating calls before the calls are processed by requesting
information from an adjunct. The Communication Manager requests instructions
from an associated adjunct and makes a routing decision based on agent
availability or the caller information.
adjunct-controlled
split
An Automatic Call Distribution (ACD) on page 429 split that is administered to
be controlled by another application. Agents logged into such splits must do all
telephony work, ACD login/ logout, and changes of work mode through the
adjunct (except for auto-available adjunct-controlled splits, whose agents may
not log in/out or change work mode).
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adjunct-monitored
call
An adjunct-controlled call, active-notification call, or call that provides event
reporting over a domain-control association.
Adjunct-Switch
Application Interface
(ASAI)
A recommendation for interfacing adjuncts and communications systems, based
on the CCITT Q.932 specification for layer 3.
adjusted EWT A Best Service Routing (BSR) term for Expected Wait Time (EWT) on page 434
plus a user adjustment set by a consider command.
administration
terminal
A terminal that is used to administer and maintain a system.
Administration
Without Hardware
(AWOH)
A feature that allows administration of ports without associated terminals or other
hardware.
Advocate See Avaya Business Advocate on page 430.
After Call Work
(ACW) mode
A mode in which agents are unavailable to receive ACD calls. Agents enter the
ACW mode to perform ACD-related activities such as filling out a form after an
ACD call. Also see, auto-in work mode on page 429, manual-in work mode on
page 436, and aux-work mode on page 430.
agent A member of an ACD hunt group, ACD split, or skill. Depending on the ACD
software, an agent can be a member of multiple splits/skills.
agent report A report that provides historical traffic information for internally measured agents.
ANI See Automatic Number Identification (ANI) on page 430.
appearance A software process that is associated with an extension and whose purpose is to
supervise a call. An extension can have multiple appearances. Also called call
appearance, line appearance, and occurrence. See also call appearance on
page 431.
application An adjunct that requests and receives ASAI services or capabilities. One or more
applications can reside on a single adjunct. However, the Communication
Manager cannot distinguish among several applications residing on the same
adjunct and treats the adjunct, and all resident applications, as a single
application. The terms application and adjunct are used interchangeably
throughout this document.
application plan A plan used only in multi-site Best Service Routing (BSR) applications. The
application plan identifies the remote switches that may be compared in a
consider series. The plan also specifies the information used to contact each
Communication Manager and to interflow calls to the Communication Manager.
Glossary
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applications
processor
A micro-computer based, program controlled computer providing application
services for the switch. The processor is used with several user-controlled
applications such as traffic analysis and electronic documentation.
ARS See Automatic Route Selection (ARS) on page 430.
ASAI See Adjunct-Switch Application Interface (ASAI) on page 428.
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. Also see
attendant console on page 429.
attendant console The workstation used by an attendant. The attendant console allows the
attendant to originate a call, answer an incoming call, transfer a call to another
extension or trunk, put a call on hold, and remove a call from hold. Attendants
using the console can also manage and monitor some system operations. Also
called console. Also see attendant on page 429.
Audio Information
Exchange (AUDIX

)
An Avaya messaging system on page 437. AUDIX

has been replaced by

Message Manager.
AUDIX

See Audio Information Exchange (AUDIX

) on page 429.
auto-in work mode A mode in which an agent is ready to process another call as soon as the current
call is completed. Auto-in work mode is one of four agent work modes. Also see,
aux-work mode on page 430, manual-in work mode on page 436, and After Call
Work (ACW) mode on page 428.
Automatic Alternate
Routing (AAR)
A feature that routes calls to a different route than the first-choice route when
facilities are unavailable.
Automatic Call
Distribution (ACD)
A feature that answers calls, and then depending on administered instructions,
delivers messages appropriate for the caller and routes the call to an agent when
one becomes available.
Automatic Call
Distribution (ACD)
split
A method of routing calls of a similar type among agents in a call center. Also, a
group of extensions that are staffed by agents trained to handle a certain type of
incoming call.
Automatic Callback A feature that enables internal callers, upon reaching a busy extension, to have
the system automatically connect and ring both originating and receiving parties
when the receiving party becomes available.
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Automatic Circuit
Assurance (ACA)
A feature that tracks calls of unusual duration to facilitate troubleshooting. A high
number of very short calls or a low number of very long calls may signify a faulty
trunk.
Automatic Number
Identification (ANI)
A display of the calling number so that agents can access information about the
caller.
Automatic Route
Selection (ARS)
A feature that allows the system to automatically choose the least-expensive way
to send a toll call.
automatic trunk A trunk that does not require addressing information because the destination is
predetermined. A request for service on the trunk, called a seizure, is sufficient
to route the call. The normal destination of an automatic trunk is the
communications-system attendant group. Also called automatic incoming trunk
and automatic tie trunk.
auxiliary trunk A trunk used to connect auxiliary equipment, such as radio-paging equipment, to
a communications system.
aux-work mode A mode in which agents are unavailable to receive Automatic Call Distribution
(ACD) on page 429 calls. Agents enter aux-work mode when involved in non-
ACD activities such as taking a break, going to lunch, or placing an outgoing call.
Also see, auto-in work mode on page 429, manual-in work mode on page 436,
and After Call Work (ACW) mode on page 428.
available agent
strategy
A strategy that determines how Best Service Routing (BSR) on page 431
commands in a vector identify the best split or skill when several have available
agents.
Avaya Business
Advocate
A product that establishes different levels of service for different types of calls.
For example, a company may decide that a premium customer gets faster service
than other types of customers.
AWOH See Administration Without Hardware (AWOH) on page 428.
barrier code A security code used with remote access to prevent unauthorized access to the
system.
Basic Call
Management System
(BCMS)
An application on the Communication Manager that monitors the operations of
an Automatic Call Distribution (ACD) on page 429 application. BCMS collects
data related to the calls on the Communication Manager and organizes the data
into reports that help manage ACD facilities and personnel.
BCC See Bearer Capability Class (BCC) on page 431.
BCMS See Basic Call Management System (BCMS) on page 430.
Glossary
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Bearer Capability
Class (BCC)
A code that identifies the type of a call (for example, voice and different types of
data).
best The split, skill, or location that provides the most advantageous service for a caller
as determined by Best Service Routing (BSR) on page 431.
Best Service Routing
(BSR)
An Avaya Communication Manager feature based on call vectoring that routes
Automatic Call Distribution (ACD) on page 429 calls to the split, skill, or contact
center best able to service each call. BSR can be used on a single
Communication Manager, or it can be used to integrate resources across a
network of Communication Managers.
bridge (bridging) The appearance of a telephone extension at one or more other telephones.
bridged appearance A call appearance on a telephone that matches a call appearance on another
telephone for the duration of a call.
Business Advocate See Avaya Business Advocate on page 430.
call appearance
a. For the attendant console, the six buttons labeled a-f used to originate,
receive, and hold calls. Two lights next to the button show the status of the
call appearance.
b. For the telephone, a button labeled with an extension and used to place
outgoing calls, receive incoming calls, or hold calls. Two lights next to the
button show the status of the call appearance.
Call Detail Recording
(CDR)
A feature that uses software and hardware to record call data.
Call Management
System (CMS)
An application that enables customers to monitor and manage telemarketing
centers by generating reports on the status of agents, splits, trunks, trunk groups,
vectors, and VDNs. CMS enables customers to partially administer the Automatic
Call Distribution (ACD) on page 429 feature for a communications system.
call vector A set of vector commands used to process an incoming or internal call.
call work code A number entered by ACD agents to record the occurrence of customer-
defined events (such as account codes, social security numbers, or phone
numbers) on ACD calls.
callback call A call that automatically returns to a voice-terminal user who activated the
Automatic Callback on page 429 feature.
cause value A value that is returned in response to requests or in event reports when a denial
or unexpected condition occurs.
CCS or hundred call
seconds
A unit of call traffic. Call traffic for a facility is scanned every 100 seconds. If the
facility is busy, it is assumed to have been busy for the entire scan interval. There
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are 3600 seconds per hour. The Roman numeral for 100 is the capital letter C.
The abbreviation for call seconds is CS. Therefore, 100 call seconds is
abbreviated CCS. If a facility is busy for an entire hour, it is said to have been
busy for 36 CCS.
Avaya IQ Avaya IQ is the internal development name for Avaya's next generation reporting
platform.
CDR See Call Detail Recording (CDR) on page 431.
Central Office (CO) A switch owned by a local telephone company that provides local telephone
service (dial-tone) and access to toll facilities for long-distance calling.
Central Office (CO)
trunk
A telecommunications channel that provides access from the system to the public
network through the local CO.
channel
a. A circuit-switched call.
b. A communications path for transmitting voice and data.
c. In wideband, all of the time slots (contiguous or noncontiguous) necessary
to support a call. Example: an H0-channel uses six 64-kbps time slots.
d. A DS0 on a T1 or E1 facility not specifically associated with a logical circuit-
switched call; analogous to a single trunk.
circuit
a. An arrangement of electrical elements through which electric current flows.
b. A channel or transmission path between two or more points.
circuit pack A card with microprocessors, transistors, and other electrical circuits. A circuit
pack is installed in a switch carrier or bay. Also called a circuit board or circuit card.
Class of Restriction
(COR)
A feature that allows classes of call-origination and call-termination restrictions
for telephones, telephone groups, data modules, and trunk groups. See also
Class of Service (COS) on page 432.
Class of Service
(COS)
A feature that uses a number to specify if telephone users can activate the
Automatic Callback, Call Forwarding All Calls, Data Privacy, or Priority Calling
features. See also Class of Restriction (COR) on page 432.
CO See Central Office (CO) on page 432.
confirmation tone A telephone tone confirming that feature activation, deactivation, or cancellation
has been accepted.
connectivity A connection of disparate devices within a single system.
consider sequence A consider series plus a queue-to best, check-best, or reply-best step is
called a consider sequence.
Glossary
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consider series A series of consider commands typically written in a set of two or more. A set
of consider commands is called a consider series.
console See attendant console on page 429.
COR See Class of Restriction (COR) on page 432.
COS See Class of Service (COS) on page 432.
coverage answer
group
A group of up to eight telephones that ring simultaneously when a call is redirected
to it by Call Coverage. Any one of the group can answer the call.
coverage call A call that is automatically redirected from the called partys extension to an
alternate answering position when certain coverage criteria are met.
coverage path An order in which calls are redirected to alternate answering positions.
coverage point An extension or attendant group, VDN, or ACD split designated as an alternate
answering position in a coverage path.
covering user A person at a coverage point who answers a redirected call.
CWC See call work code on page 431.
data link A configuration of physical facilities enabling end terminals to communicate
directly with each other.
data terminal An input/output (I/O) device that has either switched or direct access to a host
computer or to a processor interface.
dial-repeating tie
trunk
A tie trunk that transmits called-party addressing information between two
communications systems.
dial-repeating trunks A PBX tie trunk that is capable of handling PBX station-signaling information
without attendant assistance.
direct agent A feature, accessed only through ASAI, that allows a call to be placed in a split
queue but routed only to a specific agent in that split. The call receives normal
ACD call treatment (for example, announcements) and is measured as an ACD
call while ensuring that a particular agent answers.
Direct Inward Dialing
(DID) trunk
An incoming trunk used for dialing directly from the public network into a
communications system without help from the attendant.
domain A group of VDNs, ACD splits, and stations.
Dynamic Percentage
Adjustment
An Avaya Business Advocate feature that makes automatic adjustments to
agents target allocations as needed to help meet the administered service level
targets.
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Dynamic Queue
Position
An Avaya Business Advocate feature that gives you the ability to queue calls from
multiple VDNs to a single skill, while maintaining different service objectives for
those VDNs.
Dynamic Threshold
Adjustment
An Avaya Business Advocate Service Level Supervisor feature that automatically
adjusts overload thresholds to engage reserve agents a bit sooner or a bit later
to meet the administered service levels.
EAD-LOA See Expert Agent Distribution-Least Occupied Agent (EAD-LOA) on page 434.
EAD-MIA See Expert Agent Distribution-Most Idle Agent (EAD-MIA) on page 434.
Electronic Tandem
Network (ETN)
A large private network that has automatic call-routing capabilities based on the
number dialed and the most preferred route available. Each switch in the network
is assigned a unique private network office code (RNX), and each telephone is
assigned a unique extension.
EPN See Expansion Port Network (EPN) on page 434.
ETN See Electronic Tandem Network (ETN) on page 434,
EWT See Expected Wait Time (EWT) on page 434.
Exclusion A feature that allows multi-appearance telephone users to keep other users with
the same extension from bridging onto an existing call.
Expansion Port
Network (EPN)
A port network that is connected to the Time Division Multiplex (TDM) bus and
packet bus of a processor port network. Control is achieved by indirect connection
of the EPN to the processor port network using a port-network link.
Expected Wait Time
(EWT)
A prediction of how long a call waits in queue before the call is answered.
Expert Agent
Distribution-Least
Occupied Agent
(EAD-LOA)
An agent selection method for delivery of calls. With EAD-LOA implemented, calls
are delivered to the available agent with the highest skill level and the lowest
percentage of work time since login (compared to other available agents with the
same skill level).
See also Expert Agent Distribution-Most Idle Agent (EAD-MIA) on page 434,
Uniform Call Distribution-Least Occupied Agent (UCD-LOA) on page 440, and
Uniform Call Distribution-Most Idle Agent (UCD-MIA) on page 440.
Expert Agent
Distribution-Most
Idle Agent (EAD-MIA)
An agent selection method for delivery of calls. With EAD-MIA implemented, calls
are delivered to the available agent with the highest skill level who has been idle
the longest since their last ACD call (compared to other available agents with the
same skill level).
See also Expert Agent Distribution-Least Occupied Agent (EAD-LOA) on
page 434, Uniform Call Distribution-Least Occupied Agent (UCD-LOA) on
Glossary
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page 440, and Uniform Call Distribution-Most Idle Agent (UCD-MIA) on
page 440.
extension-in (EXT-
IN)
A work state agents go into when they answer a non ACD call. If the agent is in
Manual-In or Auto-In and receives an EXT-IN call, the call is recorded by the
reporting adjunct as an AUX-IN call.
extension-out (EXT-
OUT)
A work state that agents go into when they place a non-ACD call.
external call A connection between a communications system user and a party on the public
network, or on another communications system in a private network.
facility A telecommunications transmission pathway and the associated equipment.
Forced Agent
Logout from ACW
mode
A feature used to automatically log out an Expert Agent Selection (EAS) agent
who spends too much time in After Call Work (ACW) mode.
Forced Agent
Logout by Clock
Time
A feature used to automatically log out an Expert Agent Selection (EAS) agent
at a pre-determined time. This feature is primarily used to automatically log off
agents at the end of their shifts.
glare A simultaneous seizure of a 2-way trunk by two communications systems
resulting in a standoff.
ground-start trunk A trunk on which, for outgoing calls, the system transmits a request for services
to a distant switching system by grounding the trunk ring lead. To receive the
digits of the called number, that system grounds the trunk tip lead. When the
system detects this ground, the digits are sent.
holding time A total length of time in minutes and seconds that a facility is used during a call.
intelligent polling An automatic feature of Best Service Routing (BSR) that significantly reduces the
number of status polls executed. When a remote location cannot be the best
resource at a given moment in time, the intelligent polling feature temporarily
suppresses polls to that location. Also see status poll on page 439.
intercept tone An tone that indicates a dialing error or denial of the service requested.
interflow An Automatic Call Distribution (ACD) on page 429 term that refers to the ability
to establish a connection to a second ACD and overflow a call from one ACD to
the other.
internal call A connection between two users within a system.
internal
measurement
A Basic Call Management System (BCMS) on page 430 measurement that is
made by the system.
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intraflow An Automatic Call Distribution (ACD) on page 429 term that refers to the ability
for calls to redirect to other splits on the same Communication Manager to backup
the primary split.
in-use lamp A red light on a multiappearance telephone that lights to show which call
appearance will be selected when the handset is lifted or which call appearance is
active when a user is off-hook.
ISDN Gateway (IG) A feature allowing integration of the switch and a host-based telemarketing
application using a link to a gateway adjunct. The gateway adjunct is a 3B-
based product that notifies the host-based telemarketing application of call
events.
ISDN trunk A trunk administered for use with ISDN-PRI. Also called ISDN facility.
line A transmission path between a communications system or Central Office (CO)
switching system and a telephone.
line appearance See appearance on page 428.
line port A piece of hardware that provides the access point to a communications system
for each circuit associated with a telephone or data terminal.
link A transmitter-receiver channel that connects two systems.
Location Preference
Distribution
A feature used to route incoming Automatic Call Distribution (ACD) calls to agents
located at the same location where the trunk is located whenever possible.
maintenance Activities involved in keeping a telecommunications system in proper working
condition: the detection and isolation of software and hardware faults, and
automatic and manual recovery from these faults.
major alarm An indication of a failure that has caused critical degradation of service and
requires immediate attention. Major alarms are automatically displayed on LEDs
on the attendant console and maintenance or alarming circuit pack, logged to the
alarm log, and reported to a remote maintenance facility, if applicable.
management
terminal
The terminal that is used by the system administrator to administer the switch.
The terminal may also be used to access the Basic Call Management System
(BCMS) on page 430 feature.
manual-in work
mode
A mode in which an agent is ready to process another call manually. Also see,
auto-in work mode on page 429, aux-work mode on page 430, and After Call
Work (ACW) mode on page 428.
Maximum Agent
Occupancy (MAO)
A feature used to set thresholds on the amount of time an agent spends on a call.
MAO is used to prevent agent burnout. The MAO threshold is a system-
Glossary
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administered value that places an agent in AUX mode when the agent exceeds
the MAO threshold for calls.
message center An answering service that supplies agents and stores messages for later
retrieval.
message-center
agent
A member of a message-center hunt group who takes and retrieves messages
for telephone users.
messaging system A generic name for a system that records, stores, plays, and distributes phone
messages. Message Manager is the latest messaging system provided by Avaya.
minor alarm An indication of a failure that could affect customer service. Minor alarms are
automatically displayed on LEDs on the attendant console and maintenance or
alarming circuit pack, sent to the alarm log, and reported to a remote maintenance
facility, if applicable.
modular processor
data module (MPDM)
A Processor Data Module (PDM) that can be configured to provide several kinds
of interfaces (RS-232C, RS-449, and V.35) to customer-provided data terminal
equipment (DTE).
Modular Trunk Data
Module (MTDM)
A trunk-data module that can be configured to provide several kinds of interfaces
(RS-232, RS-449, and V.35) to customer-provided data terminal equipment.
multiappearance
telephone
A telephone equipped with several call-appearance buttons for the same
extension, allowing the user to handle more than one call on that same extension
at the same time.
Network Specific
Facility (NSF)
An information element in an ISDN-PRI message that specifies which public-
network service is used. NSF applies only when Call-by-Call Service Selection is
used to access a public-network service.
NFAS See Non-Facility Associated Signaling (NFAS) on page 437.
Non-Facility
Associated
Signaling (NFAS)
A method that allows multiple T1 or E1 facilities to share a single D-channel to
form an ISDN-PRI. If D-channel backup is not used, one facility is configured with
a D-channel, and the other facilities that share the D-channel are configured
without D-channels. If D-channel backup is used, two facilities are configured to
have D-channels (one D-channel on each facility), and the other facilities that
share the D-channels are configured without D-channels.
non switch-
classified outbound
calls
Proactive Contact outbound calls that are automatically launched by
Communication Manager. See also, switch-classified outbound calls on
page 440.
NSF See Network Specific Facility (NSF) on page 437.
occurrence See appearance on page 428.
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pickup group A group of individuals authorized to answer any call directed to an extension
within the group.
PMS See Property Management System (PMS) on page 438.
poll See status poll on page 439.
poll suppression An automatic feature of Best Service Routing (BSR) on page 431 that significantly
reduces the number of status polls executed. When a remote location cannot be
the best resource at a given moment in time, the intelligent polling feature
temporarily suppresses polls to that location. Also see status poll on page 439.
polling, intelligent See intelligent polling on page 435.
PPN See Processor Port Network (PPN) on page 438.
primary extension A main extension associated with the physical telephone or data terminal.
principal A terminal that has its primary extension bridged on one or more other terminals.
principal (user) A person to whom a telephone is assigned and who has message-center
coverage.
private network A network used exclusively for the telecommunications needs of a particular
customer.
Processor Port
Network (PPN)
A port network (PN) controlled by a switch-processing element that is directly
connected to that PNs TDM bus and LAN bus.
Property
Management System
(PMS)
A stand-alone computer used by lodging and health-services organizations for
services such as reservations, housekeeping, and billing.
public network A network that can be openly accessed by all customers for local and long-
distance calling.
queue An ordered sequence of calls waiting to be processed.
queuing A process of holding calls in order of their arrival to await connection to an
attendant, to an answering group, or to an idle trunk. Calls are automatically
connected in first-in, first-out sequence.
R2-MFC signaling A signal consisting of two frequency components, such that when a signal is
transmitted from a switch, another signal acknowledging the transmitted signal
is received by the switch.
recall dial tone A tone signalling that the system has completed a function (such as holding a
call) and is ready to accept dialing.
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redirection criteria Information administered for each telephones coverage path that determines
when an incoming call is redirected to coverage.
Redirection on No
Answer
An optional feature that redirects an unanswered ringing ACD call after an
administered number of rings. The call is then redirected back to the agent.
reorder tone A tone to signal that at least one of the facilities, such as a trunk or a digit
transmitter, needed for the call was not available.
Service Level
Maximizer (SLM)
An agent selection strategy that ensures that a defined service level of X% of
calls are answered in Y seconds. When SLM is active, the software verifies that
inbound calls are matched with agents in a way that makes sure that the
administered service level is met. SLM is an optional Call Vectoring feature that
is used with Expert Agent Selection (EAS), and without Business Advocate.
simulated bridged
appearance
A feature that allows the terminal user (usually the principal on page 438) to bridge
onto a call that had been answered by another party on his or her behalf. Also
called a temporary bridged appearance.
SLM See Service Level Maximizer (SLM) on page 439.
split (agent) status
report
A report that provides real-time status and measurement data for internally-
measured agents and the split to which they are assigned.
split condition A condition whereby a caller is temporarily separated from a connection with an
attendant. A split condition automatically occurs when the attendant, active on a
call, presses the start button.
split number An identification of the split to the Communication Manager and the Basic Call
Management System (BCMS) on page 430.
split report A report that provides historical traffic information for internally measured splits.
staffed An indication that an agent position is logged in. A staffed agent functions in one of
four work modes: auto-in work mode on page 429, manual-in work mode on
page 436, After Call Work (ACW) mode on page 428, or aux-work mode on
page 430.
Station Message
Detail Recording
(SMDR)
An obsolete term now called Call Detail Recording (CDR) on page 431.
status lamp A green light that shows the status of a call appearance or a feature button by
the state of the light (lit, flashing, fluttering, broken flutter, or unlit).
status poll A call placed by a consider location vector command to obtain status data from
a remote location in a multi-site Best Service Routing (BSR) on page 431
application.
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stroke counts A method used by ACD agents to record up to nine customer-defined events per
call when a reporting adjunct is active.
switch-classified
outbound calls
Outbound calls placed by the Proactive Contact dialer and connected to the
agents. See also, non switch-classified outbound calls on page 437.
system printer An optional printer that may be used to print scheduled reports using the report
scheduler.
system report A report that provides historical traffic information for internally-measured splits.
system-status report A report that provides real-time status information for internally-measured splits.
trunk A dedicated telecommunications channel between two communications systems
or Central Offices (COs).
trunk allocation The manner in which trunks are selected to form wideband channels.
trunk group Telecommunications channels assigned as a group for certain functions that can
be used interchangeably between two communications systems or Central
Offices (COs).
UDP See Uniform Dial Plan (UDP) on page 440.
Uniform Call
Distribution-Least
Occupied Agent
(UCD-LOA)
An agent selection method for delivery of calls. With UCD-LOA implemented,
calls are delivered to the available agent with the lowest percentage of work time
since login. Also see Expert Agent Distribution-Least Occupied Agent (EAD-
LOA) on page 434, Expert Agent Distribution-Most Idle Agent (EAD-MIA) on
page 434, and Uniform Call Distribution-Most Idle Agent (UCD-MIA) on
page 440.
Uniform Call
Distribution-Most
Idle Agent (UCD-
MIA)
An agent selection method for delivery of calls. With UCD-MIA implemented, calls
are delivered to the available agent who has been idle the longest since their last
ACD call. See also EAD-LOA, EAD-MIA, and UCD-LOA.
Uniform Dial Plan
(UDP)
A feature that allows a unique number assignment for each terminal in a
multiswitch configuration such as a Distributed Communications System (DCS)
or main-satellite-tributary system.
VDN See Vector Directory Number (VDN) on page 440.
Vector Directory
Number (VDN)
An extension that provides access to the vectoring feature on the switch.
Vectoring allows a customer to specify the treatment of incoming calls based on
the dialed number.
vector-controlled
split
A hunt group or ACD split administered with the vector field enabled. Access to
such a split is possible only by dialing a VDN extension.
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work mode A mode that an ACD agent can be in. Upon logging in, an agent enters aux-
work mode on page 430. To become available to receive ACD calls, the agent
enters auto-in work mode on page 429 or manual-in work mode on page 436. To
do work associated with a completed ACD call, an agent enters After Call Work
(ACW) mode on page 428.
work state An ACD agent may be a member of up to three different splits. Each ACD agent
continuously exhibits a work state for every split of which it is a member. Valid
work states are Avail, Unstaffed, AUX-Work, ACW, ACD (answering an ACD call),
ExtIn, ExtOut, and OtherSpl. An agents work state for a particular split may
change for a variety of reasons. For example, an agents work state changes
when a call is answered or abandoned, or the agent changes work modes. The
Basic Call Management System (BCMS) on page 430 feature monitors work
states and uses this information to provide BCMS reports.
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Glossary
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Index
Special Characters
@step parameter ......................................................152
# character .........................................342, 379, 383, 385
# character for comments .........................................210
Numerics
2-digits routing ..........................................................159
2-digits routing example ...........................................165
A
Abbreviated Dialing
special characters, route-to ................................295
About VIV
Variables in Vectors
VIV .................................................................87
account number collection example .........................397
adapting
to a long wait ........................................................18
to changing call traffic ..........................................18
ADD examples ..........................................................387
adding change confirmation .....................................129
Adjunct route using NCR failed ................................353
adjunct routing
hardware and software requirements .........198200
adjunct routing command .............37, 212, 216, 337, 342
neutral vector command .....................................216
success/failure criteria ........................................337
syntax .................................................................212
troubleshooting ...................................................342
adjunct routing link command
interactions with Avaya IQ ..................................217
Administering a FAC code ........................................126
administering duplicate vectors ................................193
Administering the Display VDN
Route-To DAC feature
Display VDN for Route-to DAC ....................328
Administering the value variable ...............................127
Administering the variables ......................................123
advanced vector routing
hardware and software requirements .................196
Agent Status Info Invalid ...........................................353
agents
available ...............................................................24
definition ........................................................24
when available ...................................................185
when not available .............................................185
algorithms .................................................................384
Allowed assignments ................................................318
ANI
call types used in ................................................156
II-Digits ...............................................................197
in vector routing tables .......................................156
internal transfer to VDN ......................................156
string length ........................................................156
use in EAS agent calls .......................................156
using in vector routing tables .............................158
vector example ...................................................158
wildcards used with ............................................156
ANI digits routing
Caller Information Forwarding
CINFO
Automatic Number Identification
Information Indicator Digits .............155
ANI routing
ANI .....................................................................156
ani type variable .......................................................105
ANI/ii-digits
hardware and software requirements .................197
ANI/ii-digits routing
requirements ......................................................175
announcement command ....37, 92, 137, 219, 220, 225,
337, 342
basic operation ...................................................220
neutral vector command .....................................225
success/failure criteria ........................................337
syntax .................................................................219
troubleshooting ...................................................342
variables and ................................................92, 137
announcement command interactions ......................225
CMS/BCMS ........................................................225
Announcement recording tips for high traffic ............222
announcements .................................................219, 223
recording ............................................................223
answer supervision considerations
adjunct routing ....................................................213
announcement ...................................................225
busy ....................................................................227
collect digits ........................................................238
converse-on .......................................................251
disconnect ...................................................243, 258
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goto step ............................................................243
messaging ..........................................................278
queue-to .............................................................285
route-to .......................................................288, 300
stop ....................................................................307
wait-time .............................................................310
Answer supervision considerations for the check
command .....................................................232
application
example
adjunct routing ...............................................50
ANI routing ....................................................51
automated attendant .....................................43
basic call vectoring ............42, 44, 48, 50, 51, 54
call prompting ...............................43, 44, 50, 51
customer service center ................................42
data in/voice answer ......................................44
data/message collection ................................44
distributed call centers ...................................48
DIVA and data/message collection ................44
expected wait-time ........................................51
expert agent selection ...................................54
help desk .......................................................50
insurance agency/service agency .................51
look-ahead interflow ......................................48
rolling ASA .....................................................51
VDN calls .......................................................51
warranty service ............................................54
warranty service call center ...........................54
arithmetic operations .........................................377379
invalid results .....................................................379
rules and considerations ....................................378
start and length ..................................................379
ASAI
link failure ...........................................................213
ASAI messages
Called Number information ..................................32
asaiuui type variable .........................................105, 312
used with the set command ...............................312
assigning a new value
collect variable ...................................................318
assigning digit strings
VDN variables ....................................................148
Assigning parameters
parameters .........................................................147
Assignment not allowed ............................................353
asterisk (*) ................................................................234
*, use of ..............................................................234
Attendant routing example .........................................62
automating tasks ........................................................18
Avaya Business Advocate
administered withing the converse-on command
converse-on command ................................246
B
Bad resp from status poll ..........................................353
basic call vectoring
considerations ......................................................85
hardware and software requirements .................195
Basic Call Vectoring
command set .......................................................83
vector commands .................................................83
basic components of call vectoring ............................15
BCMS
interactions with
adjunct routing .............................................219
busy .............................................................227
check-backup ..............................................234
converse-on .................................................256
disconnect ...................................................259
messaging ...................................................280
queue-to ......................................................287
route-to ........................................................304
benefits of call vectoring .............................................18
Best Service Routing (BSR)
commands
consider .......................................................239
goto step ......................................................259
queue-to ......................................................280
reply-best .....................................................287
hardware and software requirements .................196
bilingual announcements example ...........................396
Block
send reply-best ...................................................353
branching and programming ......................................36
Branching commands
programming commands .....................................85
BSR EWT is infinite ..................................................353
BSR Poll
TSC not administered ........................................353
BSR poll glare retry ..................................................353
BSR poll no trunks ....................................................353
BSR poll seize fail .....................................................353
BSR Status Info Invalid .............................................353
BSR status poll attempt failed ..................................353
BSR using EWT
agent adjustments ................................................71
Business case ..........................................................146
busy ....................................................................37, 226
busy command
success/failure criteria ........................................337
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syntax .................................................................226
troubleshooting ...................................................342
busy command interactions with Avaya IQ
busy command interactions ...............................227
C
Call delay
continuous audible feedback ..............................321
Call delay with audible feedback
Call delay
audible feedback .........................................320
call flow method ..........................................................22
adjunct routing .....................................................22
interflow ................................................................22
intraflow ................................................................22
look-ahead interflow .............................................22
multiple split queuing ...........................................22
Call is not incoming ISDN .........................................353
call not queued at stop step ......................................353
call prompting
hardware and software requirements .................196
Call transfer to VDNs ................................................331
call treatment
customizing ..........................................................18
personalization .....................................................18
call vectoring
benefits ................................................................18
definition ...............................................................15
upgrading to .......................................................200
call vectoring command
neutral vector command .....................................278
Call Vectoring fundamentals .......................................21
call-back provisions
diagram of ............................................................61
Caller Information Forwarding
buffer storage considerations .............................167
CINFO ................................................................165
interactions .........................................................168
internal transfer to VDN ......................................167
string length ........................................................166
UEC IE storage ..................................................166
used with collect digits command .......................166
vector example ...................................................167
wildcards ............................................................166
Caller Information Forwarding (CINFO)
answer supervision ............................................238
with collect digits command ...............................234
calling
a direct agent .......................................................23
during non-business hours .................................190
calling during non-business hours ............................190
Can't set, no lcl var ...................................................353
CAS branch ................................................................65
CAS main ...................................................................66
CATL examples ........................................................390
CATR and CATL operations
rules and considerations ....................................380
CATR examples ........................................................391
cdpd digits left behind ...............................................353
cdpd digits not available ...........................................353
ced digits left behind .................................................353
ced digits not available .............................................353
change vector screen ...............................................179
changing vectors ...............................................175, 201
check command interactions
command interactions with Avaya IQ .................233
check command interactions with CMS ....................233
Check skill for available agents
level preference ..................................................231
check split command ................................................230
check-backup .............................................................37
check-backup command .............189, 228, 232, 283, 342
example ..............................................................283
neutral vector command .....................................232
syntax .................................................................228
troubleshooting ...................................................342
checking
queue capacity ...................................................189
Checking working hours
subroutine vector ................................................153
Chg Station no Cons/Perm .......................................353
CINFO
command sets ....................................................155
Clearing events .........................................................369
CMS
interactions
with adjunct routing ......................................217
with busy ......................................................227
with check digits ..........................................239
with goto vector ...........................................244
collect command
variables and ........................................................93
collect command with vector variables
requirements and considerations .........................94
collect digits ..............................................................234
collect digits command .................37, 210, 234, 305, 342
syntax ..................................................210, 234, 305
troubleshooting ...................................................342
collect digits for variable error ...................................353
collect type variable ..................................................113
Collected dgts got bumped .......................................353
collecting and acting on information ...........................36
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collection digits command interactions .....................239
Combined Wait Time
Account Number to Agent ..................................406
Command completion and failures ...........................293
comments within vectors ..........................................210
Communication Manager contact center packages ....
205
Communication Manager options
enable vector commands ...................................205
comparison operators .................................................38
comparisons .............................................................269
comparisons worked before vector variables ...........268
comverse-on command
VDN variables ....................................................138
Conditional route-to statements ................................293
conditionals
reason to use .....................................................270
Conf/Transfer 2 Meet-me ..........................................353
Conference COR restrict ..........................................353
connecting to voice mail .............................................18
consider command ............................................239, 243
recommendations for .........................................243
consider command interactions ................................243
considerations
basic call vectoring ...............................................85
Considerations for DTMF Transfer
Considerations for Connect applications ............224
Considerations for the vectoring features .................325
control flow
type
conditional branching ....................................35
sequential flow ...............................................35
unconditional branching ................................35
Converge parameter
optional coverage parameter .............................297
converse-on
outpulse caller information to VRUs ...................249
converse-on command ............37, 94, 239, 244, 337, 342
function ...............................................................244
success/failure criteria ........................................337
syntax .........................................................239, 244
troubleshooting ...................................................342
variables and ........................................................94
converse-on split ......................................................248
converse-on split command
interactions with Avaya IQ ..................................256
converse-on split command interactions
interactions with CMS ........................................256
CPN prefixes
about ..................................................................171
administering ......................................................171
example ..............................................................172
prerequisites .......................................................173
creating
a new vector .......................................................175
creating a new vector ...............................................175
Creating a vector
reassign call center hours of operation ..............125
Creating a vector to use the time and day variables
time and day variables .......................................124
creating and constructing a vector ............................184
credit card numbers ..................................................393
Current configuration ................................................146
customizing call treatment ....................................18, 24
D
Data dropped by other app .......................................353
defining desired service ..............................................27
Defining the vector variables
vector variables ..................................................149
Definition of local, global, and local persistent variables
......................................................................102
Delay announcements ..............................................221
deleting
vector step ..........................................................182
deleting vector step ..................................................182
delivery of queued calls ............................................185
Description of VDN variables
VDN variables ....................................................135
Destinations for the route-to command
route-to command ..............................................293
Detailed operation of VDN Override ...........................31
determining the number of digits example ................318
Dial by Name ..............................................................73
dial-ahead digits and the digits buffer .......................317
digits ...........................................................213, 234, 311
collect digits
maximum number ........................................234
collect digits command
maximum number ........................................213
collected prior to timeout ....................................234
including # sign ..................................................234
maximum number ..............................................234
returned by VRU ................................................234
Touch-Tone .........................................................234
digits buffer clearing example ...................................318
DIGITS message ......................................................318
direct agent call
definition ...............................................................23
disconnect command .......37, 96, 140, 239, 256, 337, 342
success/failure criteria ........................................337
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syntax .........................................................239, 256
troubleshooting ...................................................342
variables and ................................................96, 140
disconnect command interactions
interactions with Avaya IQ ..................................258
interactions with CMS ........................................258
Display VDN
VDN for Route-to DAC prerequisites .................327
Displaying VDN names
vector-initiated DACs .........................................325
DIV operator
DIV examples .....................................................389
Divide by Zero ..........................................................353
documentation
associated application ..........................................14
other Call Center documents ...............................13
dow type variable ......................................................107
doy type variable ......................................................107
Duplicate Vector
screen field description ......................................192
Duplicate Vector command .......................................191
duplicate vectors .......................................................193
Duplicating Vectors ...................................................191
during peak
heavy traffic ........................................................188
E
Emergency and routine service ..................................76
enabling the vector disconnect timer ........................200
encouraging caller to remain on-line ........................186
entering
a command
in abbreviated screen ..................................175
a vector ..............................................................175
vector steps ........................................................175
entering vector comments ........................................183
event type
adjunct route failed .............................................353
events ................................................................351, 353
Events that clear best data .......................................242
Example .....................................................119, 122, 370
application using time and day variables ...........122
Variables for Vectors screen ...............................119
example application
remote access with host provided security ........333
saving in trunk facilities between call centers .... 335
VDN override .......................................................30
warranty service call center .................................54
Example application using a value variable ..............126
Example application using a variable in other commands
131
Example application using a variable in the converse-
on command ................................................131
Example applications using Global Collect variables ....
128
Example applications using vdn type variables ........129
example vector
automated attendant application ..........................43
call interflow .......................................................298
claims application .................................................51
customer service application ................................51
delay with multiple audio/music source feedback ....
321
distributed call centers application .......................48
DIVA and data/message collection application ....44
emergency and routine service application ..........77
help desk application ...........................................50
late caller application ...........................................79
leaving recorded messages ........................277, 284
messaging options application .............................81
multiple split queuing ..........................................283
return destination vector
with announcement .....................................335
with remote access ......................................333
service agency clients application ........................51
stopping vector processing ................................306
unconditional branching .....................................265
vector for service observing ...............................299
example vector step
converse-on .......................................................244
executing VRU scripts ................................................36
F
feature interactions
with adjunct routing ............................................216
with announcement ............................................225
with busy ............................................................227
with check digits ..........................................239, 306
with check-backup ..............................................232
with converse-on ................................................251
with disconnect ...................................................258
with goto step ..............................................243, 274
with messaging ..................................................278
with queue-to ......................................................285
with route-to .......................................................300
with stop .............................................................307
with wait-time .....................................................310
Forced announcements ............................................222
G
G3V4 Enhanced Vectoring Requirement
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G3V4 ..................................................................196
General Consideration for announcements
announcements ..................................................220
global variable change ..............................................369
global variables .........................................................103
goto command
example ..............................................................265
success/failure criteria ........................................337
troubleshooting ...................................................342
goto commands
VDN variables ....................................................140
goto commands with vector variables ...................96, 98
goto step command .....................................37, 259, 274
neutral vector command .....................................274
goto vector command .................................................37
grouping parameters ................................................147
H
handling multiple calls ................................................24
holiday vectoring examples
vectoring examples ..............................................67
how comparisons work now
comparisons work ..............................................269
I
id="testd0e10208" ....................................................102
id="testd0e10210" ....................................................102
Identifying links to a vector .......................................202
II-digits
assigned codes ..................................................160
call types that include .........................................159
internal transfer to VDN ......................................159
preserved with VDN Return Destination feature ....
159
string description ................................................159
use in vector routing tables ................................159
wildcards ............................................................159
II-digits routing ..........................................................159
II-digits routing example ...........................................165
Illegal TSC interaction ..............................................353
improving
the average speed of answer ...............................18
In-VDN time got bumped ..........................................353
Incoming LDN calls ....................................................64
Incoming trunk calls to attendant group .....................64
Information announcements .....................................222
inserting vector steps ................................................182
Interactions with other Communication Manager
features ........................................................330
Interflow
interflow routing ..................................................297
Interflow VDN field is blank .......................................353
interflow-qpos conditional
tips for setting up ..................................................58
invalid character .................................342, 379, 383, 385
Invalid status polling destination ...............................353
Invalid table number .................................................353
Invld Num Digits MM Acc .........................................353
L
latest VDN ..................................................................29
leaving a message ............................................190, 277
legal notices .................................................................2
List of applications ......................................................41
listing existing vectors ...............................................175
Local attendant group access code ............................63
local persistent variables ..........................................103
local variables ...........................................................103
Location not on BSR screen .....................................353
look-ahead interflow
hardware and software requirements .................198
troubleshooting ...................................................341
Look-Ahead Interflow attempt failed .........................353
LUHN-10 algorithm ...................................................384
M
maximizing performance ....................407410, 412, 413
example vector .............................408, 409, 412, 413
media-gateway vector conditional ............................270
Meet-Me Access chg TMO .......................................353
Meet-me Conf call full ...............................................353
Merge Meet-me Conf call .........................................353
messaging ............................................37, 190, 275, 284
example ..............................................................284
leaving a message .............................................190
messaging command
example ..............................................................277
success/failure criteria ........................................337
syntax .................................................................275
troubleshooting ...................................................342
messaging command interactions with CMS ............279
messaging step in a vector .......................................277
MM Abbrev Dial Invalid .............................................353
MM Access Chg Not a VDN .....................................353
MM Access Obj/SAT Busy ........................................353
MM Extension not valid ............................................353
MM Inv Trk not Remote Acc .....................................353
MM Invalid Access Entered ......................................353
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MM Invalid Conf Ctrlr Sta .........................................353
MM Invalid Station Type ...........................................353
MOD10 algorithm .....................................................384
MOD10 operations
examples ............................................................392
invalid results .....................................................385
rules and considerations ....................................384
start and length ..................................................385
MUL examples ..........................................................388
multi-national calling party number prefixes
about ..................................................................171
administerting .....................................................171
example ..............................................................172
prerequisites .......................................................173
multi-national prefixes
CPN
about ............................................................171
administering ...............................................171
prerequisites ................................................173
Multiple audio/music sources ...................................308
multiple call handling ..................................................24
Multiple music sources on hold ................................322
N
naming
a vector ..............................................................175
naming a vector ........................................................175
NCA-TSC not available ............................................353
NCR
Bad NCR trunk admin ........................................353
Internal system err .............................................353
Invoke trunk not ISDN ........................................353
NCD call connect err ..........................................353
NCD invalid PSTN nmbr ....................................353
NCT outgo trk drop .............................................353
No NCD PSTN service .......................................353
No NCT outgoing trk ..........................................353
No NCT PSTN service .......................................353
PSTN NCD invoke err ........................................353
PSTN NCD max redirs .......................................353
PSTN NCD netwrk err ........................................353
PSTN NCD no disc ............................................353
PSTN NCT invoke err ........................................353
PSTN NCT netwrk err ........................................353
Used NCT trk-to-trk ............................................353
NCR example
e-Commerce ........................................................69
Negative Result ........................................................353
Night station service example ....................................66
No agent strategy found in VDN ...............................353
No AITCI storage left ................................................353
No best location found ..............................................353
No BSR app num in VDN .........................................353
No BSR application plan administered .....................353
No BSR Data in Response .......................................353
No digits in variable ..................................................353
No enhanced info is sent ..........................................353
No ETSI ECT linkID ..................................................353
No response from status poll ....................................353
No return destination ................................................353
No room for collected dgt .........................................353
No room for in-VDN time ..........................................353
No room for Other LAI ..............................................353
No room for reply-best information ...........................353
No room for VDN Name ...........................................353
non-business hours
call during ...........................................................190
non-business hours, call during ................................190
notices, legal ................................................................2
Number field
event occurrances ..............................................294
numbering
of vector steps ....................................................182
numbering of vector steps ........................................182
O
observing VDNs .........................................................34
occurrence
finding all occurrence of digit string ....................202
Operand Overflow Underflow ...................................353
Operand1 ..................................................................315
Operators ..................................................................316
Other LAI got bumped ..............................................353
Other VRI considerations .........................................249
Overflow Error ..........................................................353
Overview of tasks in percentage routing using PRT
example .......................................................403
Overview of tasks in percentage routing using VDN
variables example ........................................399
P
Pass In-VDN Time to an Adjunct example ...............405
passing digits
to PBX ..................................................................28
passing digits to switch ...............................................28
percentage routing examples ...................................398
performance
improving .....................................408410, 412, 413
example vector ......................408, 409, 412, 413
maximizing performance .............................408
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looping ................................................................407
maximizing ...................................407410, 412, 413
processing cost
comparisons .........................................408410
testing vectors ....................................................407
personalizing call treatment ........................................18
Placing the reservation ...............................................59
port-network vector conditional .................................270
Primary Vector for BSR using EWT and agent
adjustments example ....................................72
Primary Vector for Network Call Redirection example . . .
70
prioritizing calls ......................................18, 23, 185, 189
process
involving specific number dialing
diagram of .....................................................59
processing calls
faster ....................................................................18
intelligently ...........................................................18
prompting a caller .......................................................30
properties ...................................................................28
providing
call treatments ......................................................36
caller feedback .....................................................18
choices to callers .................................................18
faster service ........................................................18
feedback .....................................................185187
initial feedback to caller ........................................25
Q
QSIG CAS example ...................................................65
QSIG MWI hunt group, using a messaging step in a
vector ...........................................................277
queue-to attd-group ....................................................37
queue-to command .............................................37, 280
queue-to command interactions with Avaya IQ ........286
queue-to main
neutral vector command .....................................285
queue-to main command
neutral vector command .....................................285
success/failure criteria ........................................337
syntax .................................................................280
troubleshooting ...................................................342
queue-to split command ...........................................283
Queue-to split command ..........................................283
queuing calls
methods for ..........................................................22
to split ...................................................................23
maximum number of ......................................23
R
receiving feedback about a call ................................185
recording announcements ........................................223
Redirect on No Answer to a VDN ...............................34
redirecting calls
methods for ..........................................................22
Redirecting calls to a backup split ............................190
redirecting calls, methods for .....................................22
reducing
caller hold time .....................................................18
number of needed agents ....................................26
staffing requirements ...........................................18
transferred calls ..............................................18, 23
removing vector comments ......................................183
reorder tone .......................................................342, 371
reply-best command .................................................287
reply-best command interactions ..............................289
reply-best command interactions with Avaya IQ ......288
Reply-best got bumped ............................................353
reporting
agent handling .....................................................27
call handling .........................................................27
using Basic Call Management System ................27
using BCMS .........................................................27
using Call Management System ..........................27
using CMS ...........................................................27
requeuing calls ...........................................................23
Required variable administration entries ..................120
requirements
software and hardware
for adjunct routing ................................198200
for advanced vector routing .........................196
for ANI/ii-digits routing .................................197
for basic call vectoring .................................195
for Best Service Routing ..............................196
for call prompting .........................................196
for look-ahead interflow ...............................198
Requirements and considerations for converse-on
command with vector variables .....................96
reservation service example .......................................59
Results Truncated .....................................................353
return command .......................................................289
Return command ......................................................289
Return destination stack error ..................................353
route validation .........................................................213
route validation failure ..............................................213
route-to command .................99, 142, 290, 300, 342, 371
neutral vector command .....................................300
summary of conditions for destination types ......371
syntax .................................................................290
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troubleshooting ...................................................342
variables and ................................................99, 142
route-to command interactions with Avaya IQ ..........302
route-to command with VDN variables
requirements and considerations .......................143
route-to command with vector variables
requirements and considerations .......................100
route-to digits ..............................................................37
route-to number ..........................................................37
route-to number command .......................................297
route-to number commands
using ...................................................................329
routing calls ..........................................18, 22, 23, 26, 36
based on DNIS .....................................................26
routing commands ......................................................84
S
Scenario description ...................................................57
Scenario prerequisites ................................................57
SEL examples ..........................................................391
SEL operations .........................................................381
Separating each VDN variable .................................149
Separating the parameters and assigning them to vector
variables ......................................................148
Serv Observ Meet-me VDN ......................................353
server vector conditional ...........................................270
service observing ................................................34, 299
set command .............................................100, 143, 305
variables and ..............................................100, 143
silence .............................................................25, 36, 37
when occurs ...................................................25, 37
SMDR .......................................................................300
split
backup
definition ........................................................23
main
definition ........................................................23
staffed agents
check backup command ......................................24
conditional branching ...........................................35
definition of ...........................................................24
for non-ACD hunt groups .....................................24
goto command .....................................................24
number of .............................................................37
Station Message Detail Recording, see SMDR ........300
Status Poll VDN field is blank ...................................353
stepcnt type variable .................................................108
steps
maximum number of ............................................35
stop command ..............................37, 306, 307, 337, 342
example ..............................................................306
neutral vector command .....................................307
success/failure criteria ........................................337
syntax .................................................................306
troubleshooting ...................................................342
stop command interactions with CMS ......................308
string operations ................................................380, 382
start and length ..................................................382
SUB examples ..........................................................388
subroutines ...............................................................151
summary ...................................................................150
system-assigned vector variables ............................104
T
tasks in percentage routing diagram
VDN variables example ......................................399
Test for working hours ..............................................153
testing call treatment ..................................................18
testing vectors ..........................................................201
Time adjustments using goto conditionals ................268
Time Zone Offset ........................................................28
tod type variable .......................................................109
transfer call management control
caller-selected routing ..........................................23
messaging ............................................................23
Treatment commands .................................................84
troubleshooting ...........................341, 342, 349, 351353
1,000 step executed ...........................................353
AAS split cannot queue ......................................353
adjunct
link error .......................................................353
route cancelled ............................................353
route failed ...................................................353
route link invalid ...........................................353
administration change ........................................353
agent
drops converse ............................................353
not logged in ................................................353
not member of split ......................................353
receiving phantom call .................................341
all look-ahead interflow attempts accepted ........341
all trunks busy on a quiet system .......................342
alternate audio/music source not heard .............342
ANI digits not passed .........................................342
ANI not avail - digits ...........................................353
ANI not avail - table ............................................353
announcement not heard ...................................342
while waiting for digits ..................................342
ASA - invalid VDN ..............................................353
ASA - no staffed agents .....................................353
ASAI transfer converse ......................................353
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Attd Vec Cannot requeue ...................................353
Attd Vec Mismatch-CR/Vec ................................353
Attd Vec Mismatch-VDN/Vec ..............................353
audible feedback
lasts longer than the delay interval ..............341
longer than delay interval ............................342
shorter than delay interval ...........................342
AUDIX link down ................................................353
branch is not made
to the specified step .....................................342
to the specified vector ..................................342
busy step for CO trunk .......................................353
busy tone ............................................................342
call apparently answered in wrong order ...........342
call cannot be queued ........................................353
call does not enter queue or terminate to agent ....
342
call dropped ................................................342, 353
call dropped by vector disconnect timer .............353
call stuck in converse .........................................349
caller information button denied .........................342
Cant connect idle agent .....................................353
collect
announcement
not heard ...............................................349
not heard and first collected digit incorrect
..................................................342
collect step and announcement skipped ............342
converse
drop during data ..........................................353
no ANI digits ................................................353
no prompt digits ...........................................353
no qpos digits ..............................................353
step skipped ................................................349
transfer denied .............................................353
coverage conference denied ..............................353
data return
no digits .......................................................353
timeout .........................................................353
delay before AUDIX answers .............................342
delay before hearing announcement ..................342
dial-ahead digits not recognized ........................342
dial-ahead discarded ..........................................353
digits incomplete ................................................349
double coverage attempt ....................................353
expected wait-time
call no working agents .................................353
call not queued ............................................353
no split queue ..............................................353
not sent to VRU ...........................................353
split locked ...................................................353
split no working agents ................................353
split queue full ..............................................353
expected wait-time no history for split ................353
extra delay ..........................................................342
before hearing announcement .....................342
first set of digits not collected .............................349
ii-digits not avail - digits ......................................353
ii-digits not avail - table .......................................353
incomplete announcement .................................342
insufficient digits collected
call routed to intercept .................................342
invalid
destination ...................................................353
direct agent ..................................................353
EAS hunt group used in the vector step ......353
look-ahead
DNIS name not displayed ............................341
interflow retry ...............................................353
messages not found ...........................................342
messaging step failed ........................................353
multiple observers
maximum observers reached ......................353
observing observer ......................................353
music not heard ..................................................342
network reorder ..................................................342
no announcement available ...............................353
no available trunks .............................................353
no data returned from VRU ................................342
no digits
collected ......................................................353
to route-to ....................................................353
no entries in routing table ...................................353
no look-ahead interflow attempts accepted ........341
no Touch-Tone Receiver available .....................353
no vector steps, ANI sent ...................................353
not a messaging split .........................................353
not vector-controlled ...........................................353
prompting buffer overflow ...................................353
qpos digits not passed .......................................342
queue before route .............................................353
queued to three splits .........................................353
redirect
of call failed ..................................................353
unanswered call ...........................................353
retrying announcement ......................................353
ringback heard instead of busy tone ..................342
route -to step failed ............................................353
route-to step failed .............................................353
routing table not assigned ..................................353
second set of digits
is the same as the first digits passed ...........349
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not collected ................................................349
service hours
table empty ..................................................353
skill indirection used improperly .........................353
split queue is full .................................................353
step skipped .......................................................342
no message left ...........................................342
that is, default treatment ..............................342
steps
display event report .....................................352
display events screen ..................................351
system clock change ..........................................353
time not set .........................................................353
unexpected
busy tone .....................................................342
intercept or reorder tone heard ....................342
network reorder or intercept ........................342
silence after announcement ........................342
step skipped (that is, default treatment) ......342
unexpected intercept or reorder tone heard .......342
vector processing halted at collect step,
announcement heard again upon return ....
342
vector processing stops .....................................342
vector stuck .................................................341, 342
with busy ......................................................342
with ringback ................................................342
vector with no steps ...........................................353
VRU script
not executed ................................................342
terminated prematurely ................................342
wait digits not passed .........................................342
wait step
music failed ..................................................353
ringback failed .............................................353
U
upgrading
to a call vectoring environment ..........................200
user adjustments ......................................................241
User-assigned definition ...........................................113
user-assigned variable types ....................................112
Using adjunct routing link commands .......................330
Using collect digits and route-to digits commands ....
329
using converse-on to outpulse caller information to VRUs
......................................................................249
Using one vector for different announcements .........145
Using the set command ............................................397
Using the value variable in multiple vectors .............127
uui sent to CMS, but there were no steps in the vector ...
353
V
valid entries
for converse-on ..................................................244
validating numbers by matching segments example ....
395
value type variable .............................................117, 118
Var-in-vec COS restricted .........................................353
Var-in-Vec Invalid digit ..............................................353
Var-in-Vec No adm for VAC ......................................353
Variable definition parameters ....................................87
Variable display examples ........................................180
Variable not defined ..................................................353
variable types
system-assigned ................................................104
user-assigned .....................................................112
variables in vector commands
requirements and considerations for using ..........93
Variables in Vectors
administration .....................................................119
considerations ....................................................118
example vectors .................................................122
FAC, using to change variable values ................121
failure conditions ................................................118
hardware and software requirements .................102
implementing ........................................................88
interactions, with CMS ........................................118
job aid ..................................................................90
system-assigned variable types .........................104
troubleshooting ...................................................132
user-assigned variable types ..............................112
variable access codes for FAC .....................88, 121
VDN override interactions ..................................110
VDN ................................................15, 21, 2730, 33, 34
active ....................................................................29
definition ...................................................15, 21, 27
in coverage path
application uses .............................................33
latest ....................................................................29
multiple .................................................................15
observing .............................................................34
override
example application .......................................30
VDN for Route-to DAC
Route-to DAC feature operation .........................326
VDN Name got bumped ...........................................353
VDN not a meetme type ...........................................353
VDN Override feature interactions .............................33
VDN Override for ASAI messages .............................32
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VDN Return Destination ...........................................332
VDN Time Zone Offset ...............................................28
vdn type variable .......................................................110
VDN variable fields ...................................................136
VDN variables .....................................................28, 135
reason to use .....................................................135
VDN variables in announcements
requirements and considerations for using ........138
vdntime type variable ................................................111
vector
changing existing ........................................175, 201
creating a new ....................................................175
definition .........................................................15, 27
disconnect timer .................................................200
entering ..............................................................175
entering comments .............................................183
events .........................................................351, 353
example . .43, 44, 48, 50, 51, 77, 79, 81, 265, 277, 283,
284, 298, 299, 306, 321, 333, 335
automated attendant application ...................43
call interflow .................................................298
claims application ..........................................51
customer service application .........................51
delay with multiple audio/music source feedback
.........................................................321
distributed call centers application ................48
DIVA and data/message collection application
...........................................................44
emergency and routine service application ....
77
help desk application .....................................50
late caller application .....................................79
leaving recorded message ..........................284
leaving recorded messages .........................284
messaging options application ......................81
multiple split queueing .................................283
return destination vector
with announcement ...............................335
with remote access ...............................333
service agency clients application .................51
stopping vector processing ..........................306
unconditional branching ...............................265
vector for service observing .........................299
listing existing .....................................................175
naming ...............................................................175
removing comments ...........................................183
testing .................................................................201
Vector administration ..................................................63
vector chaining
using the route-to number command .................298
vector command
adjunct routing command .............................37, 212
announcement command ...................................219
announcements ...................................................37
busy ..............................................................37, 226
check-backup ...............................................37, 228
collect digits ..................................................37, 234
comparison operators ..........................................38
condition testing ...................................................38
consider ..............................................................239
converse-on .......................................................244
converse-on command ........................................37
disconnect ............................................................37
disconnect command .........................................256
function of each ..................................................209
goto step ..............................................................37
goto step command ............................................259
goto vector ...........................................................37
maximum number ..............................................175
messaging ....................................................37, 275
queue-to ...............................................................37
queue-to command ............................................280
reply-best ...........................................................287
route-to ...............................................................290
route-to digits .......................................................37
route-to number ...................................................37
stop ......................................................................37
success/failure criteria ........................................337
wait-time .......................................................37, 319
vector commands that use ced and cdpd .................166
vector comments ......................................................210
vector directory number
definition .........................................................21, 27
properties .............................................................28
Vector Directory Number screen .................28, 401, 403
implementation notes-list .....................................28
screenadd/change ....................................401, 403
vector event
advantages of tracking unexpected ...................351
displaying ...........................................................351
unique number ...................................................352
with debugging ...................................................349
vector processing
ASAI link failure ..................................................213
branching ........................................................3537
collecting from caller ............................................37
control flow .....................................................27, 35
types of ..........................................................35
failure
converse-on step .........................................251
resulting in these destinations .....................300
maximum number of steps ...................................35
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programming
collecting and acting on information ..............36
collecting from caller ......................................36
providing treatments ......................................36
routing calls ...................................................36
programming capabilities
branching .......................................................35
stopping ...............................................21, 35, 36, 83
terminating .........................................................284
termination ...........................................................37
termination vs stopping ........................................35
troubleshooting ...................................................341
with coverage .......................................................33
vector routing tables
using ANI numbers in .........................................158
vector step
conditional branching ...........................................35
deleting ...............................................................182
entering ..............................................................175
example
converse-on .................................................244
inserting ..............................................................182
maximum number ................................................21
numbering ..........................................................182
sequential flow .....................................................35
stopping ...............................................................35
terminating ...........................................................35
termination vs stopping ........................................35
unconditional branching .......................................35
vector subroutines ....................................................151
reason to use .....................................................151
vector variable information, viewing .........................178
Vector variable types ................................................104
vector variable types, see variable types ..........104, 112
vector-controlled split ........................................283, 284
vectors and messaging steps ...................................277
Vectors exercises .......................................................76
Verifying a password and then changing a value .....128
viewing vector variable information ..........................178
voice response script ................................................248
VRI
advantage of ......................................................249
capabilities .........................................................248
VRU
advantages of .....................................................249
execution of VRU script ......................................248
normal override rules .........................................251
offloading recorded announcements to ..............251
outpulsing data ...........................................244, 251
passing EWT to ..................................................249
returning data to the switch ................................244
service observing pending mode .......................251
storing received data ..........................................244
tandemed to ASAI host ......................................248
used as an external announcement ...................248
using digits returned from ...................................234
VRU digits
conditional branching .........................................244
displayed using CALLR-INFO button .................244
extension in a route-to command .......................244
tandemed to an ASAI host .................................244
W
wait command
variables and ......................................................101
wait command with VDN variables ...........................144
wait-time ..............................................................37, 319
wait-time command
example ..............................................................321
neutral vector command .....................................310
success/failure criteria ........................................337
syntax .................................................................319
troubleshooting ...................................................342
wait-time command basic operation .........................319
wait-time command considerations ..........................308
wait-time command interactions with Avaya IQ ........310
wait-time command interactions with CMS/BCMS ....
310
When return destination information is not stored ....290
Where to use VDN variables ....................................136
Without using the set command ...............................397
work mode
ACW mode ...........................................................24
auto-in work mode ...............................................24
auxiliary-work mode .............................................24
manual-in work mode ...........................................24
Wrong MM Acc. code dialed .....................................353
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