ATT DEFINITY Communications System Generic 3 Instructions Manual

Automatic Alternate Routing (AAR)
Issue  3   March 1996
3-167
Considerations
AAR provides efficient use of private network facilities.
Routing patterns and RHNPA tables are shared between partitions.
If a customer changes AAR routing assignments, it is the customer’s 
responsibility to notify the RSC network designer and the SCO technician of the 
changes in order to receive their continued support.
If a system is the last ETN tandem switch for a main ETN switch that has no tie 
trunks, b ut has DID...

Feature Descriptions
3-168Issue  3   March 1996 
nCAS 
A CAS Attendant may extend a call out of a Branch PBX by use of AAR. 
The call is extend e d over an RLT by dialing the appropriate feature 
access code and number. The call is routed as determined by AAR 
administration at the Branch PBX.
nToll Restriction
Toll Restriction is not checked on AAR calls, unless they c ross over to ARS 
or digit conversion occurs.
nControlled Restriction, Origination Restriction, and Outward Restriction
These features...

Automatic Alternate Routing (AAR)
Issue  3   March 1996
3-169
An ISDN-BRI station may format these display fields differently and the 
timing of disp lay u p dates may be different.
nUDP 
When a UDP number is dialed (four or five digits), the routing software 
initially converts the d ialed number to a seven-digit format. The location 
code in the UDP table equates to a three-digit RNX  plus four d igits. In a 
four-digit UDP, the numb er created is the RNX plus the four extension 
digits originally d...

Feature Descriptions
3-170Issue  3   March 1996 
Automatic Call Distribution (ACD)
Feature Availability
This optional feature is available with all G3 releases.
Description
Provides automatic connection of incoming calls to specific splits (hunt groups). 
Calls to a specific split are automatically distributed among the agents (hunt 
group members) assigned to that split. ACD data, transmitte d from the switch to 
the CMS or BCMS, is use d to generate various reports on the status of ACD 
agents, splits,...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-171
appearances idle, and so on. In other word s, incoming calls always try to 
complete at the first split agent in the administered sequence. Therefore, the 
calls are not evenly distributed among the split agents.
Uniform Call Distribution
Uniform Call Distribution (UCD) uses the Most-Idle Agent (MIA) algorithm to route 
calls. The MIA algorithm creates a queue of agents who are available to receive 
calls. An incoming call is routed to the...

Feature Descriptions
3-172Issue  3   March 1996 
When an incoming call is directed to an ACD split, the call, depending on the 
administration of the sp lit, will either try to access a split agent or will 
automatically be connected to the first announcement (Forc ed First 
Announcement), if available.
Forced First Announcement
The first announcement delay interval (0 to 99 seconds) indicates how long a call 
will remain in q ueue before the call is connected to the first announcement.  If 
this...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-173
Entering the Queue 
When a forced first announcement is not assigned, the system will try to connect 
an incoming call to an available agent. If an agent is available, the call is 
connected to the agent. If all agents in the split are active (either on an ACD call 
or in ACW mode), the call enters the split queue. If there is no q ueue assigned, or 
if no q ueue slots are available and the incoming facility is a CO trunk, the caller 
will...

Feature Descriptions
3-174Issue  3   March 1996 
nIf the announcement is not b usy, b ut is still unavailable (it might have b een 
deleted), the second announcement delay interval begins and the system 
attempts to connect the call to the second announcement.  If there is no 
second announcement, the call will remain in queue until answered or 
removed from the q ueue.
After the first delay announcement, the caller will hear music on hold (if 
administered).
Second Announcement
After the first...

Automatic Call Distribution (ACD)
Issue  3   March 1996
3-175
nIf the split has been administered so that the second announcement is not 
repeated, the call will remain in queue until answered or removed from the 
queue.
Forced Disconnect
At times, it may be desired to connect an incoming call directly to an 
announcement and then disconnect the call after the announcement has 
completed.  This can be accomplished two ways:
nThe incoming destination can be administered as an announcement 
extension. This...

Feature Descriptions
3-176Issue  3   March 1996 
path’s redirection criteria. For instance, a split’s coverage path can be 
administered so that incoming ACD calls are automatically redirected to another 
split during busy or unanswered conditions.
If Intraflow via Call Coverage is provided, the Coverage Don’t Answer Interval (1 
to 99 ringing cycles) associated with Call Coverage may begin when the call 
enters the split queue. The Coverage Don’t Answer Interval does not b egin until 
after the forced...