Holiday Vectoring

Last Updated : Aug 26, 2020 |

This is an example of a vector that directs calls to special processing due to a holiday or special event. Holiday Vectoring is an enhancement that simplifies vector writing for holidays.

In this example, a commercial bank is headquartered in Germany and has branches across Europe. The bank recently established a U.S. presence with branches in the New York City metropolitan area. The credit card division operates two 100-agent call centers in Ireland and Germany and one 50-agent call center in the U.S.

All agents in the call centers are bilingual and are assigned to splits that handle calls from both English and German customers. The New York call center is open 24 hours a day, often receiving calls routed from the Irish and German call centers, after the centers close at 6:00 p.m. local time.

Due to a large number of bank holidays in Europe, up to 30 days a year, Holiday Vectoring can be used to create vectors that distribute calls automatically on holidays. Holiday Vectoring saves cost and the time spent on writing vectors for date-related processing. This is turn saves business that is lost due to abandoned calls if vectors are not re-administered for holidays.

The following example indicates that, beginning on December 24 and continuing through 6:00 am on January 2, incoming calls to the call center in Germany will be processed as Christmas holiday calls.

Note:

Because date ranges must be within the same calendar year, New Year's day must be entered as a separate item.

Setting up a holiday table

change holiday-table 1                                     page 1 of 1
                                HOLIDAY TABLE

    Number: 1             Name: Bank Holidays

          START                  END
    Month Day Hour Min    Month Day Hour Min     Description
    12    24  00   00     12    31  23   59      Christmas
    01    01  00   00     01    02  06   00      New Year’s Day

After setting up the Holiday Tables screen modify the vector processing for the holidays. On the Call Vector screen, enter the new goto conditional for the holidays.

When you set the Holiday Vectoring field to y, a field on the Call Vector screen identifies if the vector on which you are currently working is a holiday vectoring vector, as shown in the following example.

Modifying a vector to route according to a holiday table

change vector x                                                 page 1 of 3

              						CALL VECTOR


    Number: xxx      Name: ___________________________
Multimedia? n      Attendant Vectoring? n    Meet-me Conf? n           Lock? y
     Basic? y   EAS? n   G3V4 Enhanced? y   ANI/II-Digits? y   ASAI Routing? y
 Prompting? y   LAI? y  G3V4 Adv Route? y   CINFO? y   BSR? y   Holidays? y
 Variables? y	            3.0 Enhanced? y 

01 ____________
02 ____________
03 ____________
04 ____________
05 ____________
06 ____________
07 ____________
08 ____________
09 ____________
10 ____________
11 ____________

The Vectoring (Holiday) field is a display-only field and appears only when you set the Holiday Vectoring field on the Customer Options screen to y. If either Vectoring (Basic) or Attendant Vectoring are set to y, the Vectoring (Holiday ) field can be set to y.

 change vector 1                                              Page 1 of 3
      							CALL VECTOR

    Number: 1        Name: In Germany
Multimedia? n      Attendant Vectoring? n    Meet-me Conf? n           Lock? y
     Basic? y   EAS? n   G3V4 Enhanced? n   ANI/II-Digits? n   ASAI Routing? n
 Prompting? y   LAI? n  G3V4 Adv Route? n   CINFO? n   BSR? n   Holidays? y

01 goto         vector 2  if holiday         in    table 1
02 route-to     number 123456789             with cov n if unconditionally
03 
04 
05 
06 
07 
08 
09 
10 
11

change vector 3                                              Page 1 of 3
      							CALL VECTOR

    Number: 3        Name: In Ireland
Multimedia? n      Attendant Vectoring? n    Meet-me Conf? n           Lock? y
     Basic? y   EAS? n   G3V4 Enhanced? n   ANI/II-Digits? n   ASAI Routing? n
 Prompting? y   LAI? n  G3V4 Adv Route? n   CINFO? n   BSR? n   Holidays? y

01 goto         step   2  if holiday         in    table 2
02 route-to     number 45678          with cov n if unconditionally
03 stop
04 announcement 2721
05 
06 
07 
08 
09 
10 
11

The setup for the vector routes the call to a call center in the U.S. For example, if someone in Europe calls the bank before 6:00 a.m. on January 2, the call is routed to the U.S. call center. If someone in Europe calls after 6:00 a.m. on January 2, the call is routed to the German call center.

After you have assigned holiday tables to several vectors, you can use the list usage holiday-table command to view which vectors and vector steps are using the selected holiday table.

list usage holiday-table x
                              LIST USAGE REPORT

     Used By
     Vector                 Vector Number 1                       Step 1
     Vector                 Vector Number 3                       Step 1