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:
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Call treatment based on the dial plan configuration and service hours
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Call routing to more than one skill if the agent cannot answer a call
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Collection of caller information
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Moving from one vector step to another step or vector
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Redirecting callers to voicemail when the agent is unavailable
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Provisioning music, announcements, and contact center tones
The solution provides the following types of vector processing:
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Sequential: The contact center processes vector steps sequentially.
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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.
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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.
