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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Recorded Telephone Dictation A ccess Issue 3 March 1996 3-1007 Hardware and Software Requirements Requires telephone d i ctation machines and, depending on the type of machine, one port on a TN742 or TN746B (A-law) Analog Line circuit pack or one port on a TN763 Auxiliary Trunk circuit pack (TN763D supports A-law) for each machine assigned. No additional software is required.
Feature Descriptions 3-1008Issue 3 March 1996 Redirection On No Answer (RONA) Feature Availability Redirection On No Answer (RONA) is available with G3V2 and later releases. Description RONA is an ACD hunt group optional feature that redirects an unanswered ringing ACD call after an administered numb er of rings. The call is redirected back to the split after making the agent unavailable and notifying the Call Center manager. RONA is an enhancement to the Automatic Call Distribution feature and to the related Call Vectoring/Call Prompting features. When Expert Agent Selection (EAS) is active, RONA is relevant to calls distributed from skills (splits). RONA is also relevant for direct agent calls, which are redirected to the direct agent’s coverage path instead of b a ck to a split. RONA can be used for live a gent applications that use a manual answering operation as well as for VRU applications and other a djunct applications, such as Home Ag ent. R3V2 CMS is required to support the specific RONA exception reporting. RONA app lies to split and direct agent ACD calls that are delivered to a manual answering agent extension from an ACD split which are not answered within a reasonable time interval. The call might not be answered in time because the agent has left the agent position while remaining in the available state (for example, the a gent fails to enter AUX-Work state or log out). Currently, ‘‘split don’t answer’’ coverage is relevant for a call that is distributed from a non-vector-controlled split and then times out while ringing an agent before routing to the sp lit coverage path. Vector-controlled sp lits differ in that they d o not provide a ‘‘don’t answer’’ timeout. Regardless of what type of s plit is involved, RONA can make the non-answering agent unavailable and then re-route the call. An ACD split call is routed back to the split so that another agent can answer. A direct agent ACD call is route d to the a gent’s coverage path. RONA is especially effective in cases where the ‘‘agent’’ line is terminated to a Voice Response Unit (VRU) or to another adjunct and the adjunct port experiences a failure. In such a case, if RONA is not in effect, an adjunct port failure is not detected by ACD call processing. As a result, calls are distributed to the failed port, and ringing at that port continues until the caller gives up. On the other hand, if RONA is in effect, it takes that port out of service and provides notification of the failure. Typically, RONA is used with VRU applications in auto-available sp lit configurations. RONA is used to detect VRU failures and to provide an alternate operation when failures are detecte d. In a ddition, Call Vectoring is used to provide maximum flexibility in selecting alternate treatments under VRU failure. RONA can be assigned to a converse-on vector command split, which is
Redirection On No Answer (RONA) Issue 3 March 1996 3-1009 connected to the Conversant or to equivalent VRU ports. The ‘‘converse’’ hunt group is an ACD type. It is also vector-controlled, and administered as an Auto-Available Split (AAS). Whenever RONA times out on a ringing call that was delivered via the converse-on command to a VRU port, the agent port is logged out and the call is redirected back to the converse-on split to be distributed to the next available agent or VRU port. In the event of complete VRU failure, all VRU ports are eventually logg e d out, and vector processing for the converse-on command bypasses that step for new calls. The following example vector shows how backup for a complete VRU failure can be automatically provided in vector processing. 1. wait-time 0 secs hearing ringback 2. converse-on split... (VRU returns the digit ‘‘1’’ as a return code followed by a d ditional d igits for the application) 3. collect 1 digits after announcement none 4. goto step 6 if digits = ‘‘1’’ 5. goto vector xxx (for backup when the VRU fails) 6. collect 2 digits after announcement none 7. ... In this example, the a p plication works as expected as long as the VRU returns the digit string, which includes a return c o de of 1. In such a case, the condition in Step 4 is satisfied, and a branch is made to Step 6, which provides the normal application processing. On the other hand, if all VRU ports in an AAS split are removed from service (logged out) by a RONA timeout on each port, the converse-on command step (Step 2) is skipped, and no digits are collected by Step 3 (after the 10 second timeout). Ac c ord ingly, the condition in Step 4 is not satisfied and vector processing proceeds to Step 5, which branches to vector xxx to provide a live agent or other b a ckup treatment. Considerations The following sections discuss the considerations that a p ply to RONA. Determining Which Agents Have Timed Out Notification of RONA timeout occurring for an agent/port on the sp lit is indicated by the RONA (Noans-alrt) lamp lighting steady and also b y an exception report to R3V2 and later releases CMS. The RONA lamp remains lit until it is cleared by operation of the associated button.
Feature Descriptions 3-1010Issue 3 March 1996 The Call Center manager/supervisors can find out which agents had RONA timeout by looking at BCMS or CMS reports. With R3V2 and later releases CMS, the exception report has a listing of all agents that were timed out and made unavailable. Without CMS, BCMS/CMS reports can be used to determine which agents are in AUX-Work or logged-out (with AAS). With BCMS, the only way to see which agents are lo g ged out (for AAS applications) is to use the SAT to do a list of ‘‘unstaffed agents’’ for the split. With EAS, list ‘‘agent-loginid’’ specifying ‘‘unstaffe d’’ and ‘‘AAS = yes. With R3 CMS, the real time ‘‘Split Status’’ report can be used to see which agents are in AUX-Work. A custom report is required to see the logged out agents. See the DEFINITY Communications System Generic 3 Version 4 Implementation, 555-230-655, or DEFI NIT Y Com munications System Generic 3 V2/V3 Implementation , 555-230-653, for information about logging back in AAS agents that have experienced a RONA timeout. Using BCMS/CMS Reports With RONA Whenever RONA is activated on one or more splits in the system, various RONA functions, such as the RONA time out initiated notification, making the agent unavailable, and redirection of the call show up on BCMS/ CMS reports in a number of ways depending on what is being imp a cted by the RONA operation. BCMS In BCMS, the agent state change to AUX for non-Auto-Available Splits (AAS) a p pears in the ‘‘BCMS Split (AGENT) Status’’ report. In an AAS split, the agent logs out and therefore does not ap pear in the Split Status report. When the c all is requeued, the System Status report shows only the AVG ANSW SPEED time and AVG ABAND TIME time for the requeued call. The historical Split and System reports show both a FLOW O UT (p rimary split) and FLOWIN (redirected sp lit) for the call that is requeued by RONA, while the VDN report shows only a FLOW O UT. Direct agent calls are recorded as ACD split calls. However, except the flowout is recorded only if the a gent’s coverage path requeues the call to a split. R3 CMS On R3 CMS, the agent state change to AUX is shown in the real time ‘‘Split Status Report.’’ If AAS splits are involved, the agent state change logs out the agent. The redirected split call is shown as a FLOW OUT (primary split) and a FLOW IN (redirected split) in the Split historical reports (Daily Split and Interval Split). The requeued call continues to be shown as one call in the real time status reports. Direct agent call redirection is shown in the database items ‘‘DA-OTHERCALLS’’ and ‘‘DA-OTHER TI M E. ’’ The RONA redirection for the direct agent call a dds a count to the OTHER - C A LLS it e m , a n d t h e t i m e already spent in
Redirection On No Answer (RONA) Issue 3 March 1996 3-1011 queue plus the ringing time is added to the OTHER TI ME i tem . Th i s i s th e s a m e action taken for any direct agent coverage redirection. Interactions With Other Ringing Call Timers There are a number of other features that can time the ringing when an ACD call is d elivered to an agent. By design, RONA p ermits the other timers to c ontinue in conjunction with RONA don’t answer timing. Whichever timer expires first applies to the call. RONA is canceled if any of the other timers expire first, except in the case of the coverage timers. When a coverage timer expires, RONA timing continues and is canceled only when the call successfully goes to the coverage point. If RONA times out first, the other timer(s) either may continue timing or b e stopped and later be reset or not, depending on where the call is redirected and also on the typ e and objective of the timer. The timers that may interact with RONA are listed in the following tables. The first table provides the name for each timer and a short description. The second table lists each timer and indicates what happens to the timer if RONA times out first. If RONA notification and redirection is desired, and inasmuch as these timers continue while RONA is timing, the number of rings for a RONA timeout must be set to a shorter period (rings or equivalent time) than the anticipated timeout TIMER DESCRIPTION Split DA Split Call Coverage Don’t Answer (non-vector controlled) Covering DA Covering Point DA - Subsequent Redirection No Answer Agent DA Ag ent DA Coverage (direct agent calls) NATO DID/CO Trk No Answer Timeout WAST Wait Answer Supervision Timer TIMER RONA TIMEOUT RESTARTED AFTER REDIRECTION? Split DA Stopped If requeued or delivered to another agent Covering DA Stopped Only if redirects to covering point Agent DA Stopped Only if covers to direct agent with c overage NATO Continues N/A WAST Stopped When ringing redirected-to destination or if RONA redirection fails
Feature Descriptions 3-1012Issue 3 March 1996 period of the other timers. A coverage DA timer (including Split DA, Covering DA, and Agent DA timers) starts when the call is first placed in queue, and it continues timing when the call rings the station. Since RONA applies only when the call is ringing the agent, the interval is usually set to two or three rings, while the coverage timer should probably be set to 10 or more rings. Since the queue time is variable and the call c ould remain in queue until the coverage timer is just about to expire (if it has not already expired while in queue), it is d ifficult to ensure that RONA will always a p ply. Accordingly, a coverage timeout p eriod that is greater than the longest exp ected queue time for the majority of the calls plus three or four rings (the time the call could ring the agent) should be established. RONA then a p plies to that period when the call rings the agent, and it should be set to fewer than three rings. The situation with the NATO timer is similar to the coverage timer since it starts before the call is distributed to and rings the a gent. The difference is that the NATO timer starts when the call first seizes the incoming trunk and that the timer could be timing even before the call is put in queue during vector processing of the call. Therefore, the NATO timer should be set to a p eriod greater than the longest expected period of time before the call rings the agent (before and after being queued) for the majority of the calls plus three or four rings. Since the WAST timer starts when the call starts ringing the agent (the same as RONA), just setting the RONA timer to a shorter equivalent time interval (fewer than 10 rings) than the WAST 50 second time period ensures RONA action. Miscellaneous Considerations RONA can time out while the agent is actually at the terminal if the agent does not answer soon enough and has p erhaps selected another work mode while the call is ringing the a gent (pending mode situation). RONA notification, making the agent unavailable, and redirection of the call still takes place. With non-Auto-Available Splits, the agent with a multifunction set knows that the position has been ma de unavailable because the AUX-Work lamp will light. The agent can then operate the Auto-In or Manual-In button to become available again. Auto-Available Split (AAS) agent ports are logged out. This requires the a gent position to be logged back into the split. AAS should not be used with actual agent positions. Therefore, AAS RONA timeout should be due only to VRU p ort malfunctions. Interactions The following features interact with RONA: nAbandon Call Search If ap plicable to the trunk type used for the incoming call, Abandon Call Search is reapplied to a call that is requeued by RONA whenever the call is distributed to another a gent.
Redirection On No Answer (RONA) Issue 3 March 1996 3-1013 nAgents in Multiple Splits For non-auto-available splits, whenever a RONA timeout occurs, the agent state is changed to AUX work (and the proper state change message is sent to CMS) for all splits to which the agent is logged. When the agent returns, the a gent is responsible for b ecoming available in each split, as desired. For auto-available splits, whenever a RONA timeout occurs, the agent is logged out from each of the splits to which the agent is logged. The agent must be logg e d back into the AAS splits to which the agent extension is assigned. nAgent Login/Out No interaction exists with the agent login because an agent cannot receive an ACD call when the agent is logged out. An agent can log out from a multifunction station set while an ACD call subject to RONA is ringing the set. However, if the agent logs out before a RONA timeout occurs on an ACD call that is ringing the agent, RONA timing is canceled, and RONA redirection and notification treatment takes effect immediately. The notification message (naevent) is sent to R3V2 and later releases CMS before the log out state change is sent. The a gent state change to AUX-Work is not performed. nAgent Position RONA app lies to ACD calls that ring an agent position. nAgent Work Modes RONA app lies to ACD calls that ring an agent available in the Auto-In or Manual-In mo des. nAgent Work States For the After Call Work (ACW) state, whenever an agent is using the ACW button while an ACD call is ringing the agent set, the change of state becomes pending. If the agent has a pending change of state to ACW before a RONA timeout occurs on an ACD call that is ringing the agent, RONA timing continues. U pon timeout, the call is redirected and notification is performe d, and the agent state change to AUX-Work overrides the pending ACW state. The final state after the c all is redirected or otherwise cleared is ‘‘AUX-Work.’’ The RONA notification message must be sent to CMS before the state change message is sent. For the AUX-Work state, If an agent is using the AUX-Work b utton while an ACD call is ringing the agent set, the change to state to AUX-Work becomes pending. With non-AAS sp lits, since the RONA time-out changes the state to AUX-Work, there is no conflict with the pending AUX-Work state change. With AAS splits, an agent-initiated state change to AUX-Work is denied per existing operation. nAnalog Station Sets RONA app lies to ACD split calls or d irect a gent ACD calls ringing at an analog station in an ACD hunt group with manual answering assigned.
Feature Descriptions 3-1014Issue 3 March 1996 nASAI In cases where RONA is assigned to the associated split, RONA applies to vector p rocessed calls that successfully adjunct route to an ACD split or to an a gent as a direct agent call. RONA can also be assigned to ASAI adjunct-monitored sp lits, and it can be applied to adjunct-monitored calls. An event report is not sent to the ASAI adjunct whenever a RONA timeout puts an agent into the AUX-Work state because event reports are not sent to the adjunct for agent work state/mode changes for agents in non-adjunct controlled splits. The adjunct determines the state of an agent via use of an agent query (which is p art of the value query capability group) whenever the a djunct needs to know the a gent state (for example, before sending a direct agent call). Once the call is requeued back to the split, the ASAI adjunct receives an event report for the call queued event if event reporting is active for the domain (VDN or non-vector controlled split). A adjunct-monitored split that is not adjunct-controlled can be assigned as an auto-available split. The logout event for an AAS split is sent to the adjunct when RONA timeout logs out the agent. RONA cannot be assigned to an adjunct-controlled split. (This combination is blocked via administration). An a djunct-controlled split cannot be auto-available. A split for an ASAI-connected VRU does not need to be auto-available b e cause the ASAI link messaging allows the VRU/adjunct to login/logout and change the work modes/states for the agent lines over the link. The adjunct-controlled split option requires that all state changes and telephone functions for the agents in this split, including the connection of calls to the a gents, are controlled by the adjunct over the ASAI link. This o ption is used in applications where the agent performs all functions through the host-c onnected data terminal and where the DEFINITY system voice terminal is used only for voice connectivity. Typically, the terminal in these applications is an analog set with auto-answer. With auto-answer analog lines in an adjunct controlled split, the set must remain off-hook to stay logg e d in. Although they are not blocked, manual answering analog lines are not intended to be used in adjunct-c ontrolled splits. Therefore, calls do not ring analog lines in adjunct-c ontrolled splits, precluding operation with VRUs. ASAI CONVERSANT voice services (VRU) applications are configured with non-vector controlled splits by using manual answer operation on analog lines to the CONVERSANT ports. The ASAI link provides event notification for the ACD split, etc., for enhanced services. In addition, the link uses request feature capabilities to log in and log out the ports, as required. (AAS sp lits are not used for this app lication b e cause the ASAI link controls the login or logout). RONA can be applied to these splits to detect failure conditions in the same manner as non-ASAI VRU applications. No notification of the RONA time-out state change to AUX-Work is made to the CONVERSANT. In ad dition, ASAI CONVERSANT d oes not sup p ort a value query, and it cannot query to determine the states of its ports. Restoration of the port(s) after the failure
Redirection On No Answer (RONA) Issue 3 March 1996 3-1015 is corrected is needed to be performed manually via a p propriate CONVERSANT management screens (for example, log out the port and then log it back in). Complete failure is automatically restored when the CONVERSANT re-initializes. The next table indicates the ASAI events that the switch sends to the ASAI adjunct for various stages of the RONA call. Also included in the table are the ASAI associations (assuming they are active) for which the events are provided. For the split to have the Notification association active, the split must not b e vector-controlled or adjunct-controlled. nAttendant Return Call This is a call that is extend e d by the attendant but for which the return call timer is not activated if the call is extended to an ACD split or to a VDN and, therefore, does not interact with RONA. A call extended by the attendant to the logical agent ID (d irect agent call) and, therefore, does not interact with RONA does not qualify as an Attendant Return Call. The Attendant Return Call Timer is not set if an attendant is extending the call to another attendant. STAGE OF CALL ASAI EVENT ASAI ASSOCIATIONS A) RONA timeout Logout (for AAS) Domain (Agent) Control B) Call redirected to sp litCall Redirected Domain (Station) Control (for a gent ext call is leaving) Queued (only if the call q ueues)Domain (Station) Control, (for new agent & for internal originator) Call Control, Notification C) Call Delivered to AgentAlerting Domain (Station) Control, (for new agent & for internal originator) Call Control, Notification D) Call routed to split’s coverage pathCall Redirected followed by existing operation of ASAI EventsDomain (Station) Control (for a gent ext call is leaving) E) Infinite feedback to callerCall Redirected Domain (Station) Control (for a gent ext call is leaving) F) Continue Vector ProcessingCall Redirected followed by existing ASAI EventsDomain (Station) Control (for a gent ext call is leaving redirecting to vdn) G) Call routed to Direct Agent’s coverage pathCall Redirected followed by existing operation of ASAI EventsDomain (Station) Control (for a gent ext call is leaving)
Feature Descriptions 3-1016Issue 3 March 1996 nAttendant—Timed Reminders The Attendant Held Call feature a pplies only to calls that are placed on hold by the attendant and, therefore, it does not interact with RONA. The Attendant No Answer Timeout feature applies only to calls that ring the attendant (via the attendant group). The feature does not ap ply to hunt groups (or direct agent calls) and therefore, it does not interact with RONA. nAudio Information Exchange (AUDIX) AUDIX controls the log-in/log-out state of the ports, and it has its own means to detect port failures. Since AUDIX is unable to detect the change of state via the switch, the RONA assignment to AUDIX splits is blocked. nAUDIX Transfer RONA applies to a call transferred b y AUDIX to an ACD sp lit. A redirected call to AUDIX will not go to split or agent coverage after it is transferred out of AUDIX. If RONA times out on this type of transferred call, the call is to be g iven ‘‘call-can-not-be-redirected treatment’’ instead of b eing sent to a split or to the a gent’s coverage path. nAuto-Available Splits AAS with RONA is recommended for VRU ACD (non-ASAI adjunct controlled) sp lit applications. AAS can be assigned only to ACD typ e hunt groups. RONA logs the agent out from all splits to which the agent is logged, and the appropriate messages are sent to CMS. The AAS agent must be manually logg e d back into each of the splits. When all lines in a vector-controlled AAS sp lit are lo g ged out, the split is considered unavailable, and vector processing subsequently skips the step in the vector for new calls. Any remaining calls queued to a split that has been taken out of service may be left at this split. On system reinitialization, all busied-out ports are automatically logged back in to the AAS sp lits. This is acceptable for RONA since the Call Center administrator was notified due to previous RONA timeouts. New calls cause a RONA timeout if the adjunct or agent still does not answer after the system initializes. nAutomatic Answering with Zip Tone If the a gent extension is assigned automatic answering, RONA timing is canceled when the call is connected to the agent following the application of a zip tone without ringing the station set. nBCMS After a RONA timeout on a non-AAS split, BCMS shows the agent state as AUX-Work. A RONA timeout on an AAS split shows the agent as logg e d out. The requeuing/forwarding of the redirected call is indicated in BCMS. If the call is not processed by Call Vectoring, the requeuing is record ed as one flow out and one flow in to the split. With Call Vectoring, only a flow out