Call Vectoring is the process of defining vector programs for call routing and call treatment.
Call vectors are a series of user-defined commands that you can use to route internal or network calls and to determine the treatment for each call. You can route calls to on-network or off-network destinations, or to staffed ACD agents.
Communication Manager directs all incoming calls to an administered VDN which could represent a service category, such as Billing, Customer Service, or Sales. The VDN directs calls to a vector with commands such as announcement, busy, collect digits, goto step, or wait-time for call routing and call treatment.
Use vector commands to perform the following call-related functions:
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Collection of touchtone digits
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Call treatment such as an announcement or a busy tone
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Call routing to more than one skill if an agent fails to answer the call
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Conditional and unconditional branching from one vector step to another step or vector
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Execution of voice scripts on a Voice Response Unit (VRU) to provide information to the caller
