The following vector example explains how the Time of Day (TOD) and Day of the Week (DOW) variables can be used for call center business hours to control call processing in a desired manner.

In the vector example, tod, dow and global collect variables control the call process flow by testing the call time and day values against a series of time windows that represent possible ranges of operational hours for the call center.

Steps 1 and 2 determine whether the time is within the minimum window of operational hours common to all work days, which is currently defined as 0700 to 1600 hours.

Step 1 tests whether the time is earlier than the 0700 opening time that is common to every day of the week (T < O). If the time is earlier than 0700, vector processing branches to the out of hours treatment at step 30. Otherwise, control passes to step 2.

Step 2 tests whether the time is earlier than the earliest possible closing time for any day of the week, which is 1600 on weekend days (T < W). If so, the call time is within the range of work hours that are common to all days of the week, and processing branches to step 8, which checks for a holiday before processing goes through the series of consider and queue-to best steps that are included in steps 9 through 12. Otherwise, vector processing goes to step 3 for further assessment.

Steps 3 and 4 then test whether the current day is Saturday (dow = 7) or Sunday (dow = 1). When either case is true, call control passes to the out of hours treatment provided at step 30. Otherwise, the call control passes to step 5 for further assessment.

Step 5 tests whether the time is earlier than the Friday closing time (T < F). If so, the current time is within the normal range of operating hours for Monday through Friday, and call processing branches to steps 8 through 12 for in-hours treatment. Otherwise, call vectoring goes to step 6 for further assessment.

Step 6 tests whether the day is Friday (dow = 6). If so, processing goes to out of hours treatment at step 30. Otherwise, call vectoring continues at step 7.

Step 7 completes the assessment of possible time windows by testing whether the tod is later than the latest possible closing time of 2300 hours on Monday through Thursday (T < L). If so, the call is directed the out of hours treatment provided at step 30. Otherwise, the time falls within normal work hours for Monday through Thursday and processing goes to steps 8 through 12 for in-hours treatment.