This example shows how a call is delivered to a skill hunt group queue by vector processing.

The skills that are assigned to a VDN define the requirements in the vector for routing calls to an ACD agent with a particular set of skills. These skills become active for an ACD call whenever a queue-to skill command is executed. The skills also become active whenever a check skill command is executed and the threshold condition is met. Once a skill is active for an ACD caller, the call cannot be delivered to an available ACD agent unless the agent also has one of the active VDN skills.

In the example, an English-speaking caller requires information on route planning and dials the appropriate number (800-765-3333). The call enters Communication Manager, which directs the call to VDN 6003 that is pointing to vector 3. Once vector processing starts, the queue-to skill command in step 1 queues the call to the skill hunt group that corresponds to the 1st VDN skill (33-Route Planning-English). If an agent with skill 33 is available, the agent answers the call. If the agent is not available, the call is eventually queued to the skill hunt group that corresponds to the 2nd VDN skill (44-Route Planning-Bilingual) by the queue-to skill command in step 3. This time, if an agent with skill 44 is available, the agent answers the call. If the call is still not answered, the call is eventually queued to the skill hunt group that corresponds to the 3rd VDN skill (99-Supergroup) by the queue-to skill command in step 5.

In the process, vector 2 is executed if a Spanish-speaking caller calls. The announcement provided in vector 2 is in Spanish, the announcement in vector 3, which is executed in our example, is in English.

Note also that each of the queue-to skill commands in vector 2 queues the call at a high priority, whereas only one of the queue-to skill commands in vector 3 queues the call at this high a priority level. The strategy presented here is valuable when there is a limited number of bilingual agents because the bilingual such agents will be available more quickly to service callers who speak only Spanish.

VDN skills can also be used in check skill, messaging skill, and converse-on skill commands. Within any of the commands, a specific skill number can be used instead of a VDN skill preference, provided that the relevant skill hunt group is correctly administered. For example, step 5 reads queue-to skill 99 pri h.