A call vector is a set of commands in an Avaya communications system that provides call flow. A vector can contain up to 32 steps and is used to provide customised call routing, play announcements, route calls to both internal and external destinations, and collect digits to respond to dialled information. Call vectoring is an optional feature on Avaya systems and must be enabled by Avaya or a certified business partner. Some of the vector options are flagged on and off from the system parameters features screens.
Things you need
Avaya site administration software
Vectoring option in the Avaya server
Write the process steps you want the vector to perform line by line in logical order.
Log in to the Avaya site administration application with your user name and password. Select the system you want to connect to by clicking the proper entry in the upper drop-down window at the top of your screen.
Click the "Start GEDI" icon at the upper left portion of your screen. Enter the command "change vector" and the vector number you want to set up. Enter a name for the vector in the window at the top of the screen. A display of various options will appear on the screen.
Set the proper flag for multimedia. Enter Y if the vector is to receive early answer treatment for multimedia. The default is N.
Set the proper flag for attendant vectoring. Enter Y to use the vector as an attendant vector. The default is N.
Set the proper flag for meet-me conference. Enter Y if the vector is to be used for a meet-me conference bridge application. The default is N.
Set the proper flag for Lock. Enter Y if this vector is to be displayed or modified from a client application. The default is N.
Set the proper flag for Basic. Enter Y to use Avaya vasic call vectoring commands such as playing announcements, wait time, busy, disconnect, queue and route to a number in your programming steps. The default is Y.
Set the proper flag for EAS. Enter Y to enable expert agent selection. EAS matches the callers to the person with the appropriate skills to assist them. The default is Y.
Set the proper flag for ANI/II. Enter Y to route calls based on caller's identity. ANI/II sends caller digits to the vector and makes routing decisions based on the identity of the caller. The default is Y.
Set the proper flag for ASAI routing. Enter Y to route the caller to an adjunct switch application interface. This interface would be an additional piece of hardware and software using ASAI protocol. The adjunct piece routes calls based on caller information, agent availability and other criteria. The default is N.
Set the proper flag for prompting. Enter Y to prompt the caller with a question and receive a response via pressed digits. The default is Y.
Set the proper flag for LAI. Enter Y to use look ahead interflow. LAI allows the system to look at other locations to find the best and quickest way to handle the call. The default is Y.
Set the proper flag for G3V4 Adv Route. Enter Y to use G3V4 advanced vector routing commands. These commands include average speed of answer and expected wait time. The default is Y.
Set the proper flag for CINFO. Enter Y to route calls based on caller information forwarding. CINFO assists with routing calls based on the caller identity and the originating line. It also allows you to collect caller-entered digits. The default is Y.
Set the proper flag for BSR. Select Y to use best service routing. BSR compares specific skills and selects the one that will provide the best service to the caller. It can be set up in a single call-centre site or over multiple locations. The default is Y.
Set the proper flag for holidays. Select Y to use a holiday table. You can send calls to a different set of instructions on those specific holidays preset in the holiday table. The default is Y.
Set the proper flag for variables. Select Y to use variables in programming this vector. The default is Y.
Set the proper flag for 3.0 enhanced. Select Y to use the enhanced 3.0 programming options. The default is Y.
Enter "wait-time 2 secs hearing silence" in line one of the call vector. This allows time to begin the process steps. Use the available vector commands to enter the call flow process line by line, beginning with line 2. Right-click on any field to view the available options. End the vector with "stop."
Assign the vector to the VDN, or vector directory number, you want to use, and test the call flow. The VDN is the phone extension number that is called to start the call-flow application.
Things you need
- Avaya site administration software
- Vectoring option in the Avaya server
- Login account