Sample vector for basic message call delivery 

---

Introduction

The following is a sample vector (sample 1) for basic message call delivery that you can use to provide different coverage for supporting message calls.

Vector sample 1 is for a contact center that has scheduled business hours (hours of operation: 8 a.m.�5 p.m. Monday through Friday). Vector sample 1 consists of one vector: Vector 1 (VDN 1000).

The following sections provide information about sample vector 1 and also provide the following design tips:

Limit message call queuing time

Vector design should limit message call queuing to 8 hours. When the queue time approaches 8 hours, the vector will automatically disconnect the message call.

Time-of-day checks

Time-of-day checks are done periodically so that message calls in queue during non-business hours will be automatically disconnected.

Message call disconnect

If a message call is disconnected either by an agent hang up or by a vector disconnect, the messaging software will wait 15 minutes, and then retry the message call.

Vector step limit

Vectors are limited to 32 steps.

Limit number of message call queued per mailbox

Based on the staffing profiles of agents trained to support a mailbox, you may want to limit the number of message calls queued in a specific vector. Your 200 message extension resources need to be shared across all mailboxes in order to prevent starving (starving occurs when a select number of mailboxes continuously receive message calls, leaving other mailboxes with no resources from which calls may be launched).

If there are three agents (agent 1, 2, and 3), each agent could have a specific skill (such as handling catalog requests, problems, or technical support). Depending on the percentage of message calls that go to each skilled agent, each mailbox should be set up to limit message call queues accordingly.

Dropped message calls by a vector or by the messaging software

If the vector drops the message call, the dropped message call will be reported in CMS as a �Vector Disconnect.� If the messaging software drops the message call (for example, if the message call exceeds the 8 hour queue limit), the dropped message call will be reported as an �abandoned� message call.

In the following sample, the messaging software launches the message call to VDN 1000 which directs message calls to Vector 1. The messaging software is monitoring VDN 1000.

1. Go to step 6 if time of day is all 17:00 to all 8:00 (check if outside normal business hours)

2. Go to step 6 if time of day is Friday 17:00 to Monday 8:00 (check if outside normal business hours)

3. Go to step 6 if message calls-queued in skill 1 > 49 (limits the number of message calls that can queue).

4. Queue to skill 1 pri m

5. Wait time 899 seconds hearing silence (first of a series of 14:59 (mm:ss) wait steps)

6. Disconnect after announcement none (automatically disconnects message call if outside business hours or if queue limit reached)

7. Stop

Repeat as needed.