The contact center primarily directs incoming calls to an administered vector directory number (VDN). A VDN can represent a call type or a service category. The VDN then directs the call to a vector for call routing and treatment.
On the Vectors screen, you can manage vector configuration, export and duplicate vectors. A vector is a series of command steps that determine how the contact center routes and handles a specific call before it reaches an agent. Avaya Contact Center – Extended Capacity can route calls to destinations within or outside the network, ACD agents, or other vectors.
A vector processes steps, follows step commands and stops vector processing after the last step. If a step is empty, the contact center skips the vector step.
You can use vector steps to manage the following call-related functions:
Call treatment based on the dial plan configuration and service hours
Call routing to more than one skill if the agent cannot answer a call
Collection of caller information
Moving from one vector step to another step or vector
Redirecting callers to voicemail when the agent is unavailable
Provisioning music, announcements, and contact center tones
The solution provides the following types of vector processing:
Sequential: The contact center processes vector steps sequentially.
Unconditional branching: The contact center moves vector processing from the current vector step to either a preceding or a succeeding vector step or to a different vector without checking a condition.
Conditional branching: The contact center moves vector processing from the current vector step to either a preceding or a succeeding vector step or to another vector based on the specified condition.
