The call routing is mixed in this scenario. The vector programming both uses 'queue to' and 'converse-on' commands to send the call to the desired desitnation.
As per the Communication Manager software design the converse-on vector command processing will always be interrupted when the call was already waiting in a queue of a non-converse skill and an agent becomes available for the same skill and the call will be sent to that agent.
The converse-on command is designed primarily to integrate Voice Response Units (VRUs), principally the CONVERSANT Voice Information System (VIS), with the DEFINITY System. The command effects data passing between the DEFINITY System and the VRU, and it enables the caller to hear the appropriate voice response script housed in the VRU.
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 nonconverse split (skill), the call retains its position in the nonconverse split (skill) queue. If an agent from the nonconverse split (skill) becomes available to service the call while the voice response script is being executed, the DEFINITY System drops the line to the voice information system and connects the caller to the available agent. The voice information system, 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.
