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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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![Page 1348
Feature Descriptions
3-1202Issue 3 March 1996
n‘‘No more messages for [abc]’’ or ‘‘No more messages for extension
[ xxxxx]’’ — when there are no more messages.
n‘‘[abc] called [n] times, last message at [time] [ date] extension [xxxxx]’’ —
when the user has received more than one message from the same caller;
[abc] are the caller’s initials; [n] is the number of times called; [time] is
expressed an hour followed by minute (for example, ‘‘Nine Thirty-Five
PM’’); [date] is expressed as month...](http://img.usermanuals.tech/thumb/575/85180/w64_definity-g3-feature-description_d-1347.png "Page 1348
Feature Descriptions
3-1202Issue 3 March 1996
n‘‘No more messages for [abc]’’ or ‘‘No more messages for extension
[ xxxxx]’’ — when there are no more messages.
n‘‘[abc] called [n] times, last message at [time] [ date] extension [xxxxx]’’ —
when the user has received more than one message from the same caller;
[abc] are the caller’s initials; [n] is the number of times called; [time] is
expressed an hour followed by minute (for example, ‘‘Nine Thirty-Five
PM’’); [date] is expressed as month...")
Voice Response Integration (VRI) Issue 3 March 1996 3-1205 Voice Response Integration (VRI) Feature Availability Voice Response Integration (VRI) is available with G3V2 and later releases. Description VRI is designed to enhance the integration of the DEFI NI TY Com munications System. VRI is designed to integrate the DEFI NIT Y s y st em Call Vectoring with the capabilities of voice response units (VRUs), particularly AT&T’s CONVERSANT Voice Information System. VRI can do the following: nExecute a VRU script while retaining control of the call in DEFI NI TY system vector processing. nExecute a VRU script while the call remains in the split queue and retains its p osition in the queue. nPool CONVERSANT ports for multiple ap plications. (Previously, this was possible only when ASAI was present.) nUse a VRU as a flexible external announcement device. nPass data between a DEFINITY switch and a VRU. nTandem VRU d ata through a DEFINITY switch to an ASAI host. The c a pabilities in the previous list are provid e d by the converse-on command, which is an enhancement to the Basic Call Vectoring customer option. The converse-on Call Vectoring step is sp ecifically designed to integrate a VRU with the DEFINITY system Automatic Call Distribution (ACD). VRI allows VRU capabilities to be used while keeping control of the call in the DEFI NI TY s yst em ACD. The inclusion of VRUs with vector processing provides the following advantages: nAccess to local and host databases nValidation of caller information nText to speech capabilities nSpeech recognition nIncreased recorded announcement c a pacity nAudiotex a p plications nInteractive Voice Response (IVR) a p plications nTransaction processing applications
Feature Descriptions 3-1206Issue 3 March 1996 One of the advanta ges of VRI is that it allows users to make more productive use of queuing time. For example, while the call is waiting in queue, the caller can listen to product information by using an audiotex application or by comp leting an interactive voice response transaction. In some cases, it may even be possible to resolve the customer’s questions while the call is in queue. This can help reduce the queuing time for all other callers during peak intervals. During the execution of a VRU script, if the caller previously queued to an ACD split, the caller retains his/her position in queue. If an agent on the DEFI NI TY switch becomes available to service the call, the line to the VRU is immediately dropped, and the calling party is connected to the available agent. If the converse-on command is successful, it delivers the call to a pre-determined split (skill), which is referred to as the converse-on split (skill). A converse-on split is administered and behaves exactly as any other split in the system. The term non-converse-on split is used to refer to traditional ACD s plits accessed by means of queue-to main and check-backup vector steps. The members of the converse-on split are the DEFINITY p o rt s connected to the VRU. If all VRU ports are currently b usy, the call queues to the converse-on split at the administered priority. Once the call is answered by the VRU, the converse-on command may or may not p ass data to the VRU (depending upon the parameters of the command). Up to two items of data may b e passed. This d ata may be used to select the VRU script to be executed or it may be information passed to the script. The following values to be p assed to the VRU may be administered within the converse-on split (skill) command: NOTE: Up to two items of information can be passed to the VRU. nAdministered digit string. This string can contain up to six characters consisting of one or more digits (0 through 9) or asterisks (*). The pound sign (#) may not be included in a digit string because it is reserved as the end-of-string character. However, a single ‘‘#’’ may be a dministered. n‘‘ani’’: If the call is an internal call or an incoming DCS call, this data type causes the extension of the calling party to be outpulsed. If the call is an incoming ISDN PRI call with ANI (BN) provided to the DEFI NI TY s yst em , the calling party number/billing number (CPN/BN) of the calling party is outpulsed to the voice information system. If there is no ANI (BN) to send, the end-of-string pound sign (#) is the only character outpulsed. Any other type of incoming call results in ‘‘#’’ being outpulsed. n‘‘vdn’’: This data type causes the VDN extension to be outp ulsed. In cases where multiple VDNs are accessed, normal VDN override rules determine which VDN extension is outpulsed.
Voice Response Integration (VRI) Issue 3 March 1996 3-1207 n‘‘digits’’: This data typ e can be used only if Call Promp ting is optioned, and it causes the most recent set of digits collected in vector processing to be outpulsed. If no digits are available, the end-of-string pound sign (#) is the only character outpulsed. n‘‘qpos’’: This data typ e causes the value of the queue p osition of a call in a nonconverse split to be outpulsed. This value is a variable length data item from which between one and three digits can b e outpulsed. If the call is not q ueued, the end-of-string pound sign (#) is the only c haracter that is outpulsed. NOTE: The use of this keyword is not recommended with multiple split queuing because any queue position value that is sent may not be meaningful. However, if the call is queued to multiple nonconverse splits, the value of the caller’s queue position in the first nonconverse split is sent. This data may b e used b y the voice information system to inform callers of their position in queue or to decide whether to execute a long or short version of a voice response script. n‘‘#’’: This is the only character outpulse d. Outpulsing this character causes the corresponding prompt and collect command in the voice response script to be skipped. n‘‘none’’: This data type causes no characters to be outpulsed. Also, no end-of-string pound character (#) is outpulsed, and no time delays are invoked. n“wait”: This d ata type c an b e used only if the “Vectoring (G3V4 Advanced Routing)” customer option is enabled. It causes the expected wait time of the call to be outpulsed. If the call is not queued or if it is queued only to splits that are unstaffed or splits where all a gents are in AUX work mode, the end-of-string character “#” is the only character outpulsed. Regardless of whether or not data is passed, the caller is then connected to the VRU, which in turn executes the VRU script. At this point, any audible feedback provided b y the vector is disconnected, and no further vector steps are executed until the VRU script is completed. If the call was queued to a non-converse-on split before the converse-on c ommand was executed, the call retains its position in the non-converse-on split q ueue. If an agent from the non-converse-on split b e comes available to service the call while the VRU script is still being executed, the DEFINITY system drops the line to the VRU and connects the caller to the available agent. The VRU in turn d etects the d isconnect and terminates the VRU script. Once the VRU script is completed, the VRU may or may not return data to the DEFI NI TY s yst em . Whether or not data is returned, once the VRU drops the line to t he DEFI NIT Y syst em, vector processing is then re-activated on the switch starting with the vector step which follows the converse-on step.
Feature Descriptions 3-1208Issue 3 March 1996 Digits returned by the VRU are treate d as dialahead digits. Call prompting must be optioned to collect and use these digits. The rules for collecting and processing VRU-returned digits are identical to those for Call Promp ting . Digits returned from the VRU can be used in the following way: nDisplayed on the answering agent’s d isp lay set (automatically for 2-line displays (such as a 7407 or Call Master) using the CALLR-INFO button for other display sets). nTreated as an extension in a route-to digits vector step. For example the following: — converse-on split. . . . (VRU returns 4 digits) — collect 4 digits after announcement none — route-to digits coverage y nUsed for vector conditional branching in an if digits equals vector step. For exam ple the following: — converse-on split . . . (VRU returns 1 digit) — collect 1 digit after announcement none — goto vector 101 if digits = 1 — goto vector 102 if digits = 2 — goto vector 103 if unconditionally nTandemed to an ASAI host. — VRI also p rovides the inte gration of VRUs with ASAI hosts. Since collected digits are also passed to ASAI hosts in ‘’Call Offered to Domain Event’ reports and in route request messages, caller d i gits or database information returned from the VRU may also be tandemed through the DEFI NI TY s yst em t o A SAI hosts. For exam ple: 1. converse-on split ... (VRU returns 9 digits) 2. collect 9 digits after announcement none 3. adjunct route link Y In this vector, the digits returned from the VRU are forwarded to the ASAI host in the adjunct routing ‘‘route request’’ message. Refer to DEFINITY Communications System Generic 3 Call Vectorin g/Ex pert Agent Selection (EAS) Guide, 555-230-520, for additional information.
Voice Response Integration (VRI) Issue 3 March 1996 3-1209 Security Measures When a c onverse ste p is used to access a VRU application that returns data for a collect digits step, the o pportunity for toll fraud exists when the VRU application fails to return any data. To avoid this type of toll fraud be certain that one of the following is true: nIf the collected digits are used to route calls internally, be certain that the Class of Restriction (COR) for the Vector Directory Number (VDN) does not allow calls to route externally. nIf it is necessary to use the collected digits to route calls externally, use a password to verify that the collected digits have been passed by the VRU application. For example, in the following vector the VRU application returns a three-digit p assword followed by the eight-digit external number. The vector routes calls without the correct password to a different vector and routes calls with the correct password to the collected digits. Considerations VRI allows the CONVERSANT to be used as a flexible external announcement device. Although only one caller can be connected to each port within this scenario, up to 48 callers can be simultaneously connected to CONVERSANT. VRI can be used to pass the announcement number to CONVERSANT, thus allowing any announcement to be played on any port. Interactions The following features interact with VRI. NOTE: If not noted b elow, the converse-on split has the same interaction as other vector controlled splits. nAdjunct Switch Ap plications Interface (ASAI) Data returned from the VRU can be tandemed through the DEFI NIT Y system to the ASAI host with VRI. This provides better integration of VRUs and ASAI hosts. If a converse-on step places a call to an ASAI-monitored domain, ASAI event messages are sent over the ASAI link. converse-on split 10 pri m passing none and none collect 3 digits after announcement none goto vector 23 if digits 234 collect 8 digits after announcement none route-to digits with coverage n
Feature Descriptions 3-1210Issue 3 March 1996 When an ASAI-monitored call is placed b y a converse-on vector step, the ALERTing message sent to the ASAI host includes a Cause IE, Coding Standard 3 value 23 (CS3/23). As a result, the ASAI host is informed that the call has not been de-queued from any non-converse-on splits. If a converse-on step is executed while an adjunct routing request is outstanding, the route request is canceled. Any attempt by ASAI to transfer or conference the call is denied. nAnswer Supervision Answer supervision is returned only once d uring the life of a c all. If a call is answered as a result of a converse-on step, answer supervision is sent if it hasn’t previously been sent. If digits are passed to the VRU, answer supervision is not sent until after the d igits are outp ulsed. nAudio Information Exchange (AUDIX) If a converse-on step calls AUDIX, the call is treated as a direct call to AUDIX. The caller hears the ‘‘welcome to AUDIX’’ message and may retrieve his or her messages in the usual manner. If a call is forwarded to a VDN and then d elivered to an AUDIX hunt group by a converse-on ste p, the call to AUDIX is treated as a redirected call, and the caller may leave a message for the principal. nAutomatic Answering with Zip Tone When administering conversant ports as agents of a converse-on split, agents should not be administered as automatic answer. If auto-answer is administered, the DEFINITY system provided zip tone may interfere with the interaction between CONVE RSA NT and the calling party. nAuto-Available Splits A converse-on vector step may place a call to an auto-available sp lit. Except in cases where the converse-on split is ASAI-controlled, auto-available converse-on splits are recommended for VRI. nBasic Call Management System (BCMS) BCMS tracks calls placed by a converse-on step to a BCMS-measured hunt group. The VDN tracks this call as waiting in the vector. A call is considered ‘‘answered’’ when it is answered by a non-converse-on split but never when it is answered by a converse-on split. The converse-on split tracks this as a separate ‘‘answered’’ call when the VRU answers. Trunk totals may no longer match sp lit totals, however, VDN totals and trunk totals match. nCall Detail Recording (CDR) For incoming calls to a VDN, the duration of the call is recorded from the time answer supervision is returned. Answer supervision is returned for a successful converse-on ste p. No ineffective call attempt records are generated for converse-on steps that fail. Also, no outgoing calls can be placed by a converse-on step.
Voice Response Integration (VRI) Issue 3 March 1996 3-1211 nCall Management System (CMS) CMS tracks calls placed by a converse-on step to a CMS-measured hunt group, split or skill. Converse-on vector steps may be administered from CMS R3V2 and later releases. The VDN trac k s this call as waiting in the vector. A call is considered ‘‘answered’’ when it is answered by a non-converse-on split but never when it is answered by a converse-on split. The converse-on split tracks this as a separate ‘‘answered’’ call when the VRU answers. Trunk totals may no longer match split totals, however, VDN totals and trunk totals match. nCall Park Calls placed by a converse-on step may not be parked. nCall Pickup Calls placed by a converse-on step ringing at an agent station may be p i cked u p if that a gent is p art of a p ic kup group. Subsequent transfers are denied. nCall Promp ting The Call Prom pting customer option must also b e enabled to gain full VRI functionality. Without Call Prompting, any data returned by CONVERSANT cannot be collected and processed by the switch. If the converse-on step places a call to a split of live agents, any digits collected previously may be displayed by agents using the callr-info button. nCall Vectoring — Basic The converse-on vector step is an enhancement to the Basic Call Vectoring customer option. This o ption must be enabled in order to invoke the VRI feature. nClass of Restriction (COR) As is the case for the queue-to main split and check-backup split vector steps, no COR checking is carried out when a converse-on vector step places a call to a split. nConference Any attempt to conference a call placed by a converse-on step is denied. nDirect Department Calling (DDC) A converse-on split may be administered as a direct department calling split.
Feature Descriptions 3-1212Issue 3 March 1996 nDistributed Communications System (DCS) If an incoming DCS call is placed to a vector with a converse-on split x pri m passing ani... ste p, the DCS extension of the calling party is outpulsed. nExpert Agent Selection (EAS) The converse-on vector step may place a call to a skill hunt group. nFeature A c cess Codes Dialing the c onverse data feature access code at any time other than during a c onverse-on session produces an intercept tone. nFour Priority Levels A call placed by a converse-on step may be queued at one of four priority levels: low, medium, high or top. nHold Although not recommended, a converse-on step may place a call to a split of live agents. An agent answering a converse c all may put the c all on hold. Music on hold, if administered, is suppressed. If an agent from a non-converse-on sp lit services the call while the caller is placed on hold, the agent who placed the caller on hold is dropped from the c all, and the caller is c onnected to the agent from the non-converse-on split. nHold — Automatic Automatic hold applies to converse-on calls. nHunt Groups The converse-on vector step may deliver a call to a vector-controlled hunt group, ACD split, Agent Skill, Message Center or AUDIX hunt group. nIntegrated Services Digital Network (ISDN) The converse-on step may b e a dministered to outpulse to CONVERSANT the CPN/BN (calling party number/billing number) of the calling party via use of the ‘‘caller’’ keyword . nIntra-switch CDR If a converse-on call is answered successfully, and if either the calling party or the VDN relevant to the call is administered for intra-switch recording, the timing for the call is started. If either the calling party or VDN is so administered, the CDR record shows ‘‘calling party to VDN’’ as the originating and answering parties. nLine Side T1 Connectivity T1 connectivity between DEFI NI TY a n d CO NVE RS A NT i s supported for the VRI feature. The DS1 board must be a TN767E (or later) or TN464F (or later). On the switch side, all the converse agents should be administered as DS1FD type stations. The feature operation of the converse step using
Voice Response Integration (VRI) Issue 3 March 1996 3-1213 Line Side T1 is identical to that over a Tip/Ring line. In particular, the d elay timing and outpulsing speed is the same as for analog lines. Currently, T1 connectivity to CONVERSANT is only sup porte d in the United States and Canada. nLive Agents Although not recommended, the switch does not prevent a converse-on step from delivering a call to a group of live agents. To the agent, the call looks like any other ACD call. However, certain features, such as call transfer, conference, and supervisor assist are d enied. The answering agent can display any digits collected prior to executing the converse-on step by using the ‘‘callr-info’’ button. Collected digits are displayed automatically on the second line if the answering agent has a two-line display set such as a 7407 or a Call Master station. It is p ossible for the agent to return data to vector processing by using the transfer feature and by dialing the converse-on data return code followed by the digits themselves. nLook-Ahead Interflow If a call on the receiving switch is answered by a VRU, or a call placed by a converse-on vector step is answered by a VRU, or is queued to the converse-on split while a Look-Ahead Interflow call attempt is outstanding, the Look-Ahead Interflow call attemp t is accepted. A converse-on step that fails is neutral (neither accepted or rejected). nMessage Center The converse-on vector step may deliver calls to message hunt groups. Such calls are treated as direct calls to the message. If a call is forwarded to a VDN and then delivered to a messa ge sp lit by a converse-on step, the call is treate d as a redirected call. A call can be queued to three different skills and then to a converse-on skill group as a result of a converse-on step. A call can be queued to three different splits and then to a converse-on split as a result of a converse-on ste p. nMusic-on-Hold During the data return p hase of a converse-on ste p, the caller is temp orarily placed on hold. Music on hold, if administered, is suppressed. nNon-Vector Controlled Splits A converse-on step may not place a call to a non-vector-controlled split.
Feature Descriptions 3-1214Issue 3 March 1996 nPriority Queuin g The queue priority of a call placed by a converse-on step is administrable on the vector step. nQueue Status All queue status disp lay, queue status indication and queue warning wall lamp feature c a pabilities also ap ply to converse-on splits. nQueuing Converse-on c alls queue when they are delivered to busy hunt groups. Call Vectoring audible feedback is not disconnected while a c onverse-on call is in queue. If a converse-on step is executed while a call is q ueued to a non-converse-on split, the call remains in queue for the non-converse-on split. The queue priority of the call is administrable on the vector step. nRecorded Announcement VRI may be used to increase the system’s record ed announcement capacity by offloading some recorded announcements to the VRU. Callers can be redirected by the converse-on step to a group of VRU ports via passing the number of the announcement to be played. Only one call at a time is connected to a VRU port. nRedirection on No Answer (RONA) If a converse-on step places a call to a hunt group with a ‘‘no answer timeout’’ administered, and if the call rings at an agent terminal/port for longer than the administered timeout, the call is redirected, and the agent/port is p ut into the AUX work state (or logg e d out if the agent is a member of an auto-available sp lit). Thereafter, under RONA, the call is requeued to the split unless there is no room in the queue or unless this is an auto-available split whose agents are all logg e d out. If the call cannot be requeued, the converse-on step fails, a vector event is logg ed, and vector processing is restarted at the next vector step. nService Observing Calls placed by a converse-on step may be service observed. To prevent the observer from hearing tones that are b eing outpulsed to the VRU, the observer is not connected to the call until the d ata passing phase is complete. If data is returned by the VRU, the o bserver is put in service observing pending mode, and the calling party is temporarily put on hold while the VRU d i gits are outpulsed. Upon completion of the converse-on session, and once the VRU hangs up the line, the observer remains in service observing pending mode.