Definition of Last Agent

Agent in this context is the agent who has disconnected from the customer session. However, the customer session is retained and the VRD feature is processing the session. UUI can contain the agent identifier for only one agent. For example, in case of a call flow that has multiple transfers and multiple agents handling that customer call in a sequence then the UUI contains the agent identifier only for the last agent who spoke to the customer. In this case, the IVR/VRU system with a post-call survey application receives the agent information only for the last agent. You must define only one agent variable in the system. The agent type variable is read-only and cannot be set.

change variables                                                Page  18 of  39
                       VARIABLES FOR VECTORS

Var Description                 Type    Scope Length Start Assignment       VAC
..
LA  Last Agent [Call Survey]    agent   L

You can use the agent variable only in the following conditions:

• As operand1 when setting an asaiuui vector variable in a VRD vector.

• As a converse-on vector command operand [operand1 or operand2] in a VRD vector.

Example of setting an asaiuui variable in a VRD vector with the Last Agent Login ID

Define the asaiuui variable with a Length matching the longest agent login ID in the system.

change variables                                                Page  31 of  39
                       VARIABLES FOR VECTORS

Var Description                 Type    Scope Length Start Assignment       VAC
..
UA  UUI Last Agent ID [7 digit] asaiuui   L    7       14

You must set the asaiuui variable with the Last Agent Login ID in a VRD vector only. If you try to set the variable in a non-VRD vector step, the system generates the Vector Event 354, which is an Assignment not allowed event.

display vector 890                                      Page   1 of   6
                          CALL VECTOR

    Number: 890       Name: VEC-810-UUI-VRD-VDN  Background BSR Poll? n
..
01 set          UA     = LA     SEL   7
02 route-to     number 1118003          with cov n if unconditionally
03

If the Last Agent Login ID is 7 digits, for example 570-3367, vector step 1 in the example, sets bytes 14-20 of the UUI that is associated with this call, with the login ID. When the call is routed to the IVR system by vector step 2 the Agent Login ID is included in the UUI.

You must design the IVR system application such as, Experience Portal with Orchestration Designer to read the portion of the UUI, bytes 14-20, containing the agent identifier. Since UUI is flexible and can be used to convey multiple information fields, the location of the agent identifier within the UUI must match across the vectoring, where the agent identifier is written, and Experience Portal, where the agent identifier is read.

If the Last Agent Login ID is 5-digits long, for example 12345, the system adds leading zeros 0 to the Agent Login ID when setting the 7 bytes of the UUI. Bytes 14-20 of the UUI will contain digits 0012345. The IVR system is responsible for handling the leading 0s, if there are varying Agent Login ID lengths in the system.

If the Last Agent Login ID is 9-digits long, for example 123456789, the last 7 digits of the Agent Login ID is used when setting the 7 bytes of the UUI. Bytes 14-20 of the UUI will contain digits 3456789. No vector events are generated. The system administrator is responsible for ensuring that the asaiuui variable is defined and set with a length that matches the longest agent login ID in the system.

Example of using the Last Agent Login ID as a converse-on vector command operand

You must use the Last Agent Login ID only as a converse-on vector command operand in a VRD vector. If you try to use the Last Agent Login ID as a converse-on vector command operand in a non-VRD vector step, the system generates the Vector Event 38, which is a Variable not allowed event.

display vector 890                                      Page   1 of   6
                          CALL VECTOR

    Number: 890       Name: VEC-810-UUI-VRD-VDN  Background BSR Poll? n
..
01 converse-on  skill 801  pri l passing LA and none
02 ..

Step 1 in the VRD Vector results in the outpulsing of the Last Agent Login ID digits as a DTMF digit stream to the VRU or IVR connected by the converse-on command.

The system handles varying Agent ID digit lengths and only outpulses those digits and exactly that number of digits.