Vectoring (G3V4 Enhanced)

Provides the following capabilities:

• The ability to specify a priority level with the oldest-call-wait conditional on the check and goto commands.

• The use of enhanced comparators, such as <>, >=, and <=, with the goto and route-to commands, none as an entry for digits checking, and active or latest Vector Directory Number (VDN) thresholds for indirect VDN references.

• The use of the interflow-qpos conditional with the goto and route-to commands to achieve First In First Out (FIFO) or FIFO-like call processing.

• The use of wild cards in digit strings to match collected digits and Automatic Number Identification (ANI) or Information Indicator Digits (II-Digits).

• The use of Vector Routing Tables to match collected digits and ANI or II-Digits.

• The use of multiple audio or music sources for use with the wait-time command.

Vectoring (G3V4 Advanced Routing)

Provides the following capabilities:

• Rolling Average Speed of Answer (ASA) routing

• Expected Wait Time (EWT) routing

• VDN calls routing

The field option in the Vectoring (G3V4 Enhanced) field on the System-Parameter Customer-Options screen must be y.

For more information, see Avaya Aura® Call Center Elite Feature Reference.

Vectoring (ANI/II-Digits Routing)

Provides the following additional capabilities.

• ANI routing

• II-Digits routing

The field option in the Vectoring (G3V4 Enhanced) field on the System-Parameter Customer-Options screen must be y.

For more information, see Programming Call Vectoring Features in Avaya Aura® Call Center Elite.

Vectoring (CINFO)

Provides the ability to collect Caller Entered Digits (CED) and Customer Database Provided Digits (CDPD) for a call from the network.

The field option in the Call Prompting field on the System-Parameter Customer-Options screen must be y.

Vectoring (Best Service Routing)

Automatically compares splits or skills in Automatic Call Distribution (ACD) environments to find the split or skill that can provide the best service to each caller. You can operate Best Service Routing (BSR) at a singlesite or use BSR with Look-Ahead Interflow (LAI) to integrate a network of geographically distributed locations into a virtual call center.

Vectoring (Best Service Routing) without LAI enabled (singlesite BSR)

Provides the following capabilities:

• The use of the consider split/skill command.

• The use of the best keyword with queue-to, check, and goto commands.

• The wait-improved conditional for check and goto commands. For a call that has already been queued, you can use the wait-improved conditional to make any subsequent queuing conditional on the improvement in Expected Wait Time (EWT) and not the EWT of the call in the current queue.

Vectoring (Best Service Routing) with LAI enabled (multisite BSR)

Provides the following capabilities:

• The use of the consider split/skill and consider location commands.

• The use of the reply-best command to return data to the sending switch in response to a status poll.

• The use of the best keyword with queue-to, check, and goto commands.

• The wait-improved conditional for check and goto commands. For a call that has already been queued, you can use the wait-improved conditional to make any subsequent queuing conditional on the improvement in EWT and not the EWT of the call in the current queue.

Enhanced Information Forwarding sends existing and new call information, such as Universal Call ID and BSR.

With Timed After Call Work (TACW), you can assign a timed ACW interval to a VDN.

Vectoring (Holidays)

Simplifies vector writing for holidays. With Holiday Vectoring, you can administer 999 different Holiday Tables to make vectoring decisions. Each table can contain up to 15 dates or date ranges.

Vectoring (Variables)

Creates variables that you can use in vector commands to:

• Improve the general efficiency of vector administration.

• Provide increased application control over call treatments.

• Create more flexible vectors to better serve the call center operations.

The vector variables are defined in a central variable administration table. You can change the values assigned to some types of variables using special vectors, VDNs or Feature Access Codes (FACs).

Different types of variables match different types of call processing needs. Depending on the variable type, variables can use either call-specific data or fixed values that are identical for all calls. In either case, you can reuse an administered variable in many vectors.

Vectoring (3.0 Enhanced)

Provides the following capabilities:

• An increase in the number of Auxiliary (AUX) work time reason codes from the limit of 10 codes (0-9) to 100 codes (0-99).

• The ability to administer the following ACD options for individual agents:

  • MIA Across Skills

  • ACW Agent Considered Idle

  • Aux Work Reason Code Type

  • Logout Reason Code Type

• Forced Agent Logout from After Call Work (ACW): Automatically logs out an EAS agent who spends too much time in the ACW mode. Enhanced vectoring specifies the timeout period on a system and an agent basis. Enhanced vectoring reports the timeout with a customer-assignable reason code set on a system basis.

• Location Preference Distribution: Attempts to route incoming ACD calls to agents located at the same location as the incoming trunk on which the call originated. If there is a choice, calls are routed to agents at a different location only if a locally-routed call cannot meet the administered objectives for speed of answer or service level.

• Locally-sourced Music and Announcements: Call centers can use any or all the VAL or vVAL sources in the gateways as sources for the same announcement. This feature can improve the quality of the audio, reduce resource usage, and provide backup for announcements because a working announcement source with the same announcement file can be selected from the sources. For more information, see Administering Avaya Aura® Call Center Elite.

• Vector Subroutines: For common vector programs. Different vectors use subroutines without duplicating the same sequence in each vector. Subroutines significantly decrease the number of steps and vectors.

• VDN Variables: A single vector can support multiple VDNs.

• Return command: Returns vector processing to the step following the goto vector command after a subroutine is processed.

• Set command: To perform numeric and digit string operations and to assign values to a user-assignable vector variable or to the digits buffer during vector processing.

• The addition of the following variable types:

  • ani

  • stepcnt

  • vdntime

• The addition of three registered and unregistered vector conditionals with the goto step or goto vector commands that are used to set up alternate routing of calls. The three conditionals test the type of server that is processing the vector. The conditionals also test the registration status of media gateways and port networks connected with the server. The three conditionals are as follows:

  • Media-gateway: Monitors the H.248 Media Gateway registration status.

  • Port-network: Monitors the port network gateway registration status.

  • Server: Monitors the type of server currently processing the vector step for the call.

• VDN Time-Zone Offset: Designed for call centers with locations in different time zones. You can program a single vector that handles each time zone based on the active VDN for the call.