Vectors 

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Introduction

For each message coming into a mailbox, the messaging software tells the DEFINITY ECS to launch a message call using the VDN associated with the mailbox where it found the message. EAS on the DEFINITY ECS then uses the vector associated with that VDN to give the message a proper place in the queue and to select an agent qualified to process the message.

Expanding the routing possibilities

To expand the routing possibilities for each mailbox, the messaging software also provides sorting within a mailbox by up to ten keywords, each with its own VDN. The messaging software searches the subject of the message for each keyword in turn. If it finds none, it uses the default VDN for the mailbox. Keyword sorting is limited to the message subject only, not the message body.

Vectors and reports

CMS uses the VDN associated with a message call in organizing its reports; therefore, each mailbox should normally have its own VDN for successful measurements, even if multiple VDNs all point to the same agent skill set.

To route messages to the correct agents, and to track the management information you require, it is crucial for you to define your VDNs and vectors carefully.

Issues that affect how you define your VDNs

The following issues affect how you define your VDNs:

• The priority of each message�EAS on the DEFINITY ECS uses the vector to determine the place of each message call in the queue. For instance, one VDN can point to a vector requiring that messages receive an answer within two hours, while messages with another VDN can wait up to 6 hours.

• The skills agents need to handle the messages�defining the skill groups for handling CentreVu Internet Solutions messages is essentially the same as defining skill groups to handle voice calls. You need to consider your standard factors in setting up skill groups, such as the agent's language capabilities and the agent's knowledge of your products.

  In addition, the members of each skill group receiving message calls must have the following:

  • Knowledge of how to use a Web browser

  • Good written communication skills

  • Facilities necessary to view the messages; for instance, to work with faxes, agents must have a helper application for handling fax images through their browser

  • Ability to handle message calls and regular voice calls (however, the two types of calls should come from separate VDNs to ensure accurate reporting)

• Tracking messages�talk time for a message call is defined as the email work time for an agent. The importance of the VDN to message call tracking arises when you want to sort reports according to internal factors such as the origin of a message, its priority, the type of request it contains, or its method of transmission, such as free-form email versus an email form from your Web site. To sort data on these factors, each type of message must have a unique VDN which indicates this information.

General guidelines for designing vectors

The following are general guidelines for designing your vectors:

• Queue/hold time

• CTI Interactions

Due to the potential rollover of statistical values in DEFINITY ECS, vectors designed to support message calls should ensure that a message call not be queued within a single vector for more than 8 hours.

Hold time should be limited due to rollover of certain message call tracking values in DEFINITY ECS.

If you are using multiple CTI applications and one or more of the other CTI applications have a need to monitor message calls, there are some guidelines that need to be followed to avoid the possibility that the messaging software will lose monitoring for the message call.

CTI applications that will be monitoring message calls through VDNs, should monitor the same set of VDNs that are being monitored by the messaging software. These VDNs are those that have been assigned to the mailboxes.

If message calls get redirected to subsequent VDNs (through vectoring, through adjunct routing, or by agent transfers/conferences), these subsequent VDNs should not be monitored by the other CTI applications. Both the messaging software and the other CTI applications will continue to receive information about these message calls through monitoring on the initial VDN even though the message calls have been redirected to other VDNs. If the other CTI application monitors these subsequent VDNs, it is possible that the messaging software will lose track of the message call and thus, prevent it from doing a PagePop.