Late call treatment

 1. goto step 15 if time-of-day is all 1700 to all 0800
 2. goto step 15 if time-of-day is fri 1700 to mon 0800
 3. goto step 16 if calls-queued in split 1 pri l > 20
 4. queue-to split 1 pri l
 5. goto step 10 if time-of-day is all 1645 to all 1700
 6. wait-time 20 seconds hearing ringback
 7. announcement 100 [We’re sorry, all of our agents are busy. Please hold.]
 8. wait-time 998 seconds hearing music
 9. stop
10. announcement 200 [Please call back between 8:00 A.M. and 5:00 P.M., Monday through Friday.]
11. wait-time 30 seconds hearing music
12. goto step 14 if time-of-day all 1700 to all 1710
13. goto step 11 if unconditionally
14. disconnect after announcement 300 [We are sorry, our office is now closed. Please call back between 8:00 A.M. and 5:00 P.M., 
    Monday through Friday.]
15. disconnect after announcement 400 [We are sorry, our office is closed. Please call back between 8:00 A.M. and 5:00 P.M., 
    Monday through Friday.]
16. disconnect after announcement 500 [We are sorry, we cannot service your call at this time. Please call back between 
    8:00 A.M. and 5:00 P.M., Monday through Friday.]

In the example vector, specific treatment is provided for calls that come into Communication Manager after working hours, during the weekend, or as the working day comes to a close.

The goto step command in step 1 checks if the call is placed during nonworking hours, during the week. If the call is received at this time, a branch is made to step 15, where the disconnect after announcement command first informs the caller that the office is closed and then drops the call. If the call is not received at the time specified in Step 1, control is passed to step 2, where another goto step command checks if the call is received during weekend hours. If the call is received during weekend hours, a branch is made to step 15. If the call is not being placed at this time, control is passed to step 3.

The goto step command in step 3 checks for the number of calls in split 1. If more than 20 calls are queued to split 1, control is passed to step 16, where the disconnect after announcement command first informs the caller that the call cannot be serviced at this time and then disconnects the call. If 20 or fewer calls are queued to split 1, control is passed to step 4, where the queue-to split command queues the call to split 1.

Control is then passed to step 5, where the goto step command checks if the current time is between 4:45 p.m. and 5:00 p.m. inclusive (very close to, if not, closing time). If the current time does not fall within this clock range, the wait-time command in step 6 provides the caller with 20 seconds of ringback. Thereafter, the announcement command in step 7 plays an appropriate hold message, and the wait command in step 8 provides the caller with 998 seconds of music. Finally, the stop command in step 9 halts vector processing, and the call remains in queue until either the agent answers the call or the caller hangs up.

If the current time is 4:45 p.m. to 5:00 p.m. Step 5 executes a branch to step 10, where an appropriate late caller announcement plays. Thereafter, the wait-time command in step 11 provides the caller with 30 seconds of music. Control is then passed to step 12, where the goto step command checks if the time is currently any time between 5:00 p.m. and 5:10 p.m., inclusive. If so, control is passed to step 14, where the disconnect after announcement command first informs the caller that the office is now closed and then invites the caller to call back at the appropriate time before finally disconnecting the call.

If the time is currently not between 5:00 p.m. and 5:10 p.m. (inclusive), control is passed to step 13, where the goto step command branches back to the wait-time command in step 11. The resulting loop consisting of steps 11 through 13 is repeated for as long as the time is between 5:00 p.m. and 5:10 p.m. (inclusive), or until the caller hangs up. Once step 12 is executed a second after 5:10 P.M., control is passed to step 14 as described previously.