Customer service center

Last Updated : Sep 08, 2012 |

In the example, a customer service center is open on weekdays from 8 a.m. to 5 p.m. The center has two separate phone numbers for regular and priority customers. The following vector examples show how calls to the customer service center are handled.

Example application - customer service center

VDN (extension=1021  name=Customer Serv  vector=21)
Vector 21:
      1. goto vector 29 @step 1 if time-of-day is all 17:00 to all 08:00
      2. goto vector 29 @step 1 if time-of-day is fri 17:00 to mon 08:00
      3. goto step 10 if calls-queued in split 1 pri l > 10
      4. queue-to split 1 pri m
      5. wait-time 10 seconds hearing ringback
      6. announcement 3521
      7. wait-time 50 seconds hearing music
      8. announcement 3522
      9. goto step 7 if unconditionally
     10. busy

VDN (extension=1022  name=Priority Cust  vector=22)
Vector 22:
      1. goto vector 29 @step 1 if time-of-day is all 17:00 to all 08:00
      2. goto vector 29 @step 1 if time-of-day is fri 17:00 to mon 08:00
      3. goto step 12 if calls-queued in split 1 pri h > 10
      4. queue-to split 1 pri h
      5. announcement 3521
      6. wait-time 10 seconds hearing music
      7. check split 2 pri h if oldest-call-wait < 20
      8. check split 3 pri h if oldest-call-wait < 20
      9. announcement 3522
     10. wait-time 60 seconds hearing music
     11. goto step 7 if unconditionally
     12. route-to number 0 with cov n if unconditionally

No VDN
Vector 29:
      1. announcement extension 3529
      2. wait-time 10 seconds hearing silence
      3. disconnect after announcement 3529

When a priority customer places a call, the system accesses Vector 22. The first two steps of Vector 22 determine if the call arrives during non business hours. If the call arrives between 5:00 p.m. and 8:00 a.m. on any given day, step 1 routes the call to Vector 29. Step 2 does the same if the call arrives during the weekend, that is, between 5:00 p.m. Friday and 8:00 a.m. Monday. If the system accesses Vector 29, the caller hears an announcement twice and the call is then disconnected.

If the call is placed during business hours, step 3 of Vector 22 determines if the number of high-priority calls that are queued in the main split exceeds 10. If more than 10 calls are in queue, control is sent to step 12, which routes the call to an attendant. If less than 10 calls are in queue, the call is queued to the main split as indicated in step 4. An appropriate announcement plays (step 5), followed by a wait period in step 6.

If the call is not answered after the wait time specified in step 6, steps 7 and 8 attempt to queue the call to a backup split (splits 2 and 3, respectively). The call is queued to either split if the oldest call in the split has been waiting fewer than 20 seconds.

Even if the call is queued to one of the backup splits, the call is passed to steps 9 through 11, which implement an announcement-wait cycle that continues until either an agent answers the call, or the caller abandons the call.

When a non priority customer places a call, vector 21 is accessed. Vector 21 provides a treatment similar to that provided by Vector 22, with the following exceptions:

  • Backup splits are not queried for non priority calls

  • Priority calls are assigned a higher priority in the queue

  • Priority calls route to an operator (step 12 of Vector 22) when too many calls are queued, but non priority calls route to a busy signal (step 10 in Vector 21).