Call-vectoring definition

Also known as custom control routing.The process of customer-programmable call handling and routing through an automatic call distributor (ACD) in a call center environment. Once a call successfully completes to a call center, the caller's identity can be established through several means, including Calling Line Identification (CLID), Automatic Number Identification (ANI), or an account number or some other Personal Identification Number (PIN).The system can then search a computer database in order to establish the caller's profile, analyze the profiles of the available agents to identify those most capable and available to handle the call, select an agent, and present the caller's profile to the agent in advance of the connection of the call through a screen pop. Thereby, the most available and capable agent has access to full account information and theoretically can provide the highest possible level of service. Skills-based routing also considers special agent skills, such as language skills. See also ACD, ANI, call center, CLID, PIN, and screen pop.