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:
Collection of touchtone digits
Call treatment such as an announcement or a busy tone
Call routing to more than one skill if an agent fails to answer the call
Conditional and unconditional branching from one vector step to another step or vector
Execution of voice scripts on a Voice Response Unit (VRU) to provide information to the caller
