Call vectoring is a management mechanism for call routing and treatment.
A call vector is a series of command steps that the contact center uses to route calls and determine the treatment for each call. Avaya Contact Center – Extended Capacity can route calls to destinations within or outside the network, ACD agents, or other vectors.
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.
The system administrator 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
