Call Vectoring Documentation Enhancement to InfoPlus® SourceBook

July 1, 2012

InfoPlus introduces significant enhancements to its Sourcebook product for Avaya users, now providing comprehensive documentation of Call Vectoring.  The InfoPlus SourceBook, the industry standard for communication system programming documentation for over two decades, now provides call vectoring documentation, descriptions and action item alerts.

Of significant importance is the addition of a 'plain English' translation of each vector instruction, allowing administrative personnel to ensure their intended call flow were properly implemented in the call vectoring function, without having the need to know 'vector speak'.

Call Vectoring Enhancement Summary

This latest enhancement to the InfoPlus Sourcebook for Avaya users includes valuable documentation for VDNs (Vector Directory Numbers), Vector commands, Vector Variables, and Vector Routing Tables, notably:

• An extension directory of current VDNs - a feature-filled list of all current VDNs.
• Documentation for every vector programmed in the system, including a listing of every vector command - the heart of vector programming and call flow - presented in two formats: the literal system command for use by technical personnel and directly beneath it, its functional translation in English.
• A table displaying all of the Vector Variables currently defined in the system.
• Vector Routing Tables, displaying table attributes and entries.
• Finally, our usual Action Items highlighting any anomalies in system programming requiring further investigation. The Action Items conveniently present events that are service affecting, as well as less time-critical clean-up issues.

Benefits of Call Vectoring Enhancements to the SourceBook

For many organizations, customer call flow is increasingly complex, with many dependencies, yet critical to providing a favorable customer service experience, 24/7.  The InfoPlus Sourcebook call vectoring enhancements will help maintain the functioning and integrity of customer call flow in several ways:

• Provides accurate and vital documentation of Call Vectoring for reference in the event of system disaster, data loss or input error, ensuring minimal down time during program restoration.
• Allows for greater control, understanding and management of the Call Vector operation by placing all vital vector programming information in one place.
• Translates every vector command into 'plain English' so that Business Analysts or Administrative personnel can verify actual vector programming against desired business needs. This capability also assists greatly in communicating with senior management.
• Improves service by enabling identification of potential errors or anomalies in system programming.  Addressing the Action Items red-flagged in the report will lead to better overall service, fewer user complaints and better utilization of system resources.

Virtually every business today relies on the ability to automatically direct incoming phone calls to an appropriate destination.  Whether it's a simple announcement played to all callers during holidays or the sophisticated conditional treatment and redirection required in a call center environment, call vectoring is critical to providing an excellent and effective level of service.

InfoPlus is confident that these additions to the SourceBook will take Vectoring out of the equipment room and place its information into the hands of those responsible for the efficient flow of calls to their business.