ACD contact center features
128 Communication Manager Guide to ACD Call Centers
Call Vectoring
Call Vectoring processes incoming and internal calls according to a programmed set of
commands. These commands, called vector commands, determine the type of processing
that calls receive. For example, vector commands can direct calls to on-premise or off-
premise destinations, to any hunt group, split/skill, or to a specific call treatment such as an
announcement, forced disconnect, forced busy, or delay. Vectors can queue or route calls
based on a variety of different conditions.
There are many different applications for Call Vectoring. However, it primarily is used to
handle the call activity of ACD splits/skills.
For more information about administering call vectoring, see
Best Service Routing
(Category A only)
on page 94,
Network Call Redirection (NCR) (Category A only)
on
page 183, and
Look-Ahead Interflow (Category A only)
on page 171.
Depending on your system, see one of the following documents for a detailed description
of Call Vectoring: Avaya Communication Manager Contact Center – Call Vectoring and
EAS Guide, 555-233-517, or Avaya MultiVantage Call Center – Call Vectoring Guide for
BCS and Guestworks, 555-233-518.
Administering Call Vectoring
The following forms and fields are required to administer the Call Vectoring feature.
Note:
Note:
Do not change a vector while it is processing calls since calls already in the
vector could experience problems. Instead, add a new vector and change
the VDN to point to the new vector.
