ATT DEFINITY Communications System Generic 3 Instructions Manual

							Automatic Alternate Routing (AAR)
Issue  3   March 1996
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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 trunks, then digit deletion/insertion c an b e used to route calls 
to the ETN main switch.
Internal memory resources used for AAR Digit Analysis are shared by Automatic 
Route Selection (ARS), Automatic Alternate Routing (AAR), Digit Conversion, 
and Toll Analysis features. A “ Percent Full” field on the ARS and AAR Digit 
Analysis screens indicates how many of these resources have been used.
Interactions
The following features interact with the Automatic Alternate Routing  (AAR) 
feature.
nARS 
ARS and AAR can access the same trunk groups and share the same 
Routing Patterns and RHNPAs. Also, AAR calls can be administered to 
c ross over to ARS via digit analysis and digit conversion (or, for G3r, ARS 
to AAR).
nAbbreviated Dialing
FRL checking is bypassed on an AAR call made via a privileged 
Abbreviated Dialing Group List.
nAttendant Control of Trunk Group Access
Attendant control of a trunk group, in effect, removes a trunk group from 
the Routing Pattern.  A controlled trunk group is never accessed by AAR.
nAuthorization Codes
An AAR or ARS call originated by a system user or routed over an 
incoming tie trunk may require a dialed authorization c o de to continue 
routing.  If authorization c o des are required for an incoming trunk call, 
then an authorization code must be dialed even if the originating FRL was 
adequate to complete the call. The authorization code’s FRL is used in 
preference selection. 
						

							Feature Descriptions
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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 prohibit access to the Automatic Alternate Routing (AAR) 
feature.
nMisc ellaneous Trunk Restrictions
Misc ellaneous Restrictions are not checked on AAR calls.
nRingback Queuin g
Ringback Queuing can be used on AAR calls originated at the switch that 
provides the queuing.  Incoming tie trunk calls will not queue on an 
outgoing trunk group.
If a multi-appearance voice terminal user has an Automatic Callback 
button, makes an AAR call, and all trunks are busy, Rin g back Queuing is 
activated automatically.
nCDR Account Codes
An CDR Account Code may be required for an AAR call if it crosses over 
and b ecomes an ARS call via AAR Analysis or AAR Digit Conversion.
nCDR 
An AAR c all using a trunk group marked for CDR is indicated by the dialed 
access code and by a Condition Code. The dialed number is recorded as 
the called numb er.
Subnet Trunking  does not affect CDR.  The dialed d igits are recorded, not 
the outp ulsed digits.
The originating FRL associated with the call is recorded.  However, if 
15-digit CDR account c o des are used, the FRL value is overwritten.
If CDR generation is administered for a trunk group assigned to a Routing 
Pattern, data will be collected for all calls routed through the trunk group. 
If an CDR account code is to be dialed with an AAR call, it must be dialed 
before the AAR access code is dialed.
nVoice Terminal Display
The voice terminal display shows the dialed digits (not outpulsed d igits). 
The called-party shown on the display is that of the trunk group actually 
used. The  “ Miscellaneous Call Identification”  field displays the Trunk 
Access Code (tac) associated with the trunk used for the outgoing call. 
						

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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 ialed.  In a five-digit UDP, the number created is the RNX 
plus the last four extension digits dialed.
UDP destinations are limited to a seven-digit format.  This means that the 
location code part for UDP/DCS is a three-digit code of the ‘RNX’ form and 
the extension numb er is a 4-d igit numb er in the XXXX format (along with 
limitations that the UDP/DCS number cannot start with a zero).
When the UDP is used, the three-digit RNX dial string representation must 
be used on the AAR Analysis Table to match the a dministration in the UDP 
table.
Administration
AAR is initially assigned on a per-system basis by an AT&T service technician. 
After the feature is activated, the following items are administered by either the 
System Manager or the service technician:
nAAR Access Code (one to three digits)
nAAR Analysis Table (one p er PGN)
nAAR d i git conversion ta ble Up to 32 RHNPA Tables
nRouting Patterns
nFR L s  — Assigned via Class of Restriction to each originating facility, 
authorization codes, and barrier codes
nTrunk Groups to be used with AAR
nWhether or not the system returns dial tone after the AAR FAC is d ialed on 
trunk calls
Hardware and Software Requirements
AAR may require additional tie trunks.  These ad ditions are, however, cost 
effective when compared to the other alternatives for call routing.
AAR is provided as a part of the optional Private Networking software.
O ptional ARS/AAR Digit Conversion software is required in G3s/G3vs and G3i. 
This can be established in the system when ARS and either UDP or Private 
Networking are ordered. Note that this is not o ptional for G3r. 
						

							Feature Descriptions
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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, and trunks.
An ACD split is simply a hunt group that is designed for use wherever a high 
volume of similar calls are received. ACD split call handling features can be 
measured by BCMS/CMS.
Members of a split are called agents. An agent c an b e a voice terminal extension 
or individual attendant extension. A voice terminal or individual attendant can be 
an agent in one or more splits. However, at any one time, an agent can be 
logg e d into a maximum of three or four ACD s plits. (Non-EAS agents can only be 
logg e d into one split if that split is administered for Multiple Call Handling.)
In a ddition to the agents, a split supervisor can be assigned to each split. The 
split supervisor can listen in on agent calls, monitor the split queue status 
(discussed later) via queue warning buttons (see Queue Status Indications 
feature) an d can assist agents on ACD calls. Although split supervisors can 
assist agents on ACD calls, the supervisors themselves do not normally receive 
ACD calls unless they are also members of the sp lit. The r e quest for assistance 
comes from the agents. An agent can request supervisory assistance by 
pressing an Assist button or by dialing the assist feature access c o de and the 
split number.
Call Distribution
An ACD split can use one of three methods to select an idle available line 
appearance, terminal, or console. The three distribution methods are d esc ribed 
below.
Direct Department Calling
If a split is administered for direct hunting (DDC), an incoming call rings the first 
available extension numb er in the administered sequence.   If the first s plit agent 
in the sequence is not available, the call routes to the next split agent with all  call  
						

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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 agent who has waited the longest time 
since completing an ACD call for that sp lit. An agent who receives a call is 
placed on the bottom of the queue for that split. However, the agent remains in 
the MIA queue for any other splits/skills they are lo g ged into. UCD ensures that 
calls to a split/skill are distributed evenly among agents log g ed into that split.
Expert Agent Distribution
Expert Agent Distribution (EAD) is only available with EAS. EAD also uses the 
MIA algorithm to route c alls. The only d ifference is that EAD maintains a q ueue of 
idle agents by primary and secondary skill type. When  agents  with  primary skills 
become idle, they enter the MIA queue in front of secondary agents. When calls 
are routed to an EAD skill, the call goes to the most-idle primary agent. If no 
primary agent is available, the call is routed to a secondary agent.
Split Queuing and Announcements
The ACD feature can be enhanced via the Call Promp ting  feature and/or Call 
Vectoring feature (see the appropriate feature sections).  This information on 
Queuing announcements and priority applies to ACD without Call Vectoring or 
Call Promp ting .
A q ueue c an be established for an ACD s plit. When all a gents are active on a call 
or in After Call Work, the queue allows incoming calls to wait for an idle terminal. 
If an a gent becomes available while an incoming call is in the split queue, the call 
is automatically connected to the available agent.
NOTE:
Multiple Call Handling allows an agent to receive an ACD call while other 
calls are active or held at the agent’s station. See  the Multiple Call 
Handling feature for more information.
For non-vector-controlled splits, calls will not queue to a split that has no agents 
logg e d in, all logg e d-in agents in the Aux Work mode, or no queue slots 
available.  A busy signal is returned to the caller unless a call has come in via an 
automatic-in central office facility, in which case the caller hears ringback from 
the CO, and the system continues trying to place the call in queue.
Two announcements can be assigned to each split. The second announcement 
can be administered so that it will repeat itself. 
						

							Feature Descriptions
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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 interval is set to 0 seconds, the incoming call will automatically be connected 
to the first announcement, if available. The result is a forced first announcement, 
and the call will not attempt to access an agent until after the first announcement 
is heard.
NOTE:
If a call forward s from a dummy split to a destination that has forced first 
announcement administered, the caller will hear the first announcement if it 
is not forced. The caller will not hear the first announcement if it is forced. 
The caller will hear a forced first announcement on the dummy split. Also, if 
a call reaches a split via the Call Coverage feature, the first announcement 
(forced or delay) will not be provided to the covered call.
When a forced first announcement is assigned, the system tries to connect the 
incoming call to the first announcement, with the results b eing one of the 
following:
nIf the first announcement is available, the caller receives audible ringing 
followed by the first announcement. The system then tries to connect the 
call to an agent.
nIf the announcement is busy and has no queue, the system will wait 10 
seconds and then try to access the announcement again.
nIf the announcement is busy and has a queue, one of the following 
happens:
— If the q ueue is full, the system will wait 10 seconds and then try to 
access the announcement again.
— If the q ueue is not full, the call enters the announcement q ueue and 
the caller receives audible ringing until the first announcement is 
heard. The system then tries to connect the call to an agent.
nIf the announcement is not b usy, b ut is still unavailable (it might have b een 
deleted), then the system tries to connect the call to an agent.
After a forced first announcement, the caller always hears ringback until the call 
is answered or until it is connected to a second delay announcement. After a first 
or second delay announcement, the caller hears music on hold (if administered). 
						

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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 hear ringing. The system will continue trying to p ut the call in queue until a 
queue slot becomes available, or until the call is abandoned. If a sp lit queue is 
not assigned, if the queue is full, if there are no agents logged in, or if all the 
logg e d in agents are in AUX, and the incoming facility is a digit-oriented facility 
(digits are being sent to the PBX as in DID, incoming wink, or immediate tie 
trunks), the caller receives busy tone or the call is redirected by the Intraflow and 
Interflow feature (discussed later) associated with the Call Coverage and Call 
Forwarding All Calls features.
NOTE:
Central office trunk (non-DID) calls receive ringback from the central office, 
so the PBX cannot provide a busy signal to these callers. The system will 
keep trying to p ut such calls into queue until successful or until the caller 
abandons.
First Announcement 
After a call enters a split queue, the caller receives audible ringing and the first 
announcement delay interval begins. (If there is no first announcement, the 
second announcement delay interval b e gins. If there is no second 
announcement, the call remains in queue until answered or removed from the 
queue.)  If an a gent becomes available during the first announcement delay 
interval, the call is connected to the available agent. Otherwise, the first 
announcement delay interval expires an d the system tries to connect the 
incoming call to the first announcement, with the result being one of the following:
nIf the first announcement is available, the caller receives audible ringing 
followed by the first announcement.
nIf the announcement is b usy and has no queue, the caller receives audible 
ringing and the first announcement delay interval is reset. The system will 
try to access the announcement again when the interval expires.
nIf the announcement is busy and has a queue, one of the following 
happens:
— If the q ueue is full, the caller receives audible ringing and the first 
announcement delay interval is reset. The system will try to access 
the announcement again when the interval expires.
— If the q ueue is not full, the call enters the announcement q ueue and 
the caller receives audible ringing until the first announcement is 
heard. The system then tries to connect the call to an agent. 
						

							Feature Descriptions
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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 announcement has completed, the second announcement d elay 
interval begins and the caller hears music (only if the first announcement is not a 
forced first announcement, in which case the caller hears ringing), if  provided. (If 
there is no second announcement, the call remains in queue until answered or 
removed from the q ueue.)  If an agent becomes available during the second 
announcement delay interval, the call is connected to the available agent. 
Otherwise, the second announcement delay interval exp ires and  the system tries 
to connect the incoming call to the second announcement, with the result being 
one of the following:
nIf the second announcement is available, the caller receives audible 
ringing or music followed by the second announcement.
nIf the announcement is b usy and has no queue, the caller receives audible 
ringing and the second announcement delay interval is reset. The system 
will try to access the announcement again when the interval expires.
nIf the announcement is busy and has a queue, one of the following 
happens:
— If the q ueue is full, the caller receives audible ringing (only if the 
first announcement has not b een heard) and the second 
announcement delay interval is reset. The system will try to access 
the announcement again when the interval expires.
— If the q ueue is not full, the call enters the announcement q ueue and 
the caller receives audible ringing (only if the first announcement 
has not been heard) until the second announcement is heard. The 
system then tries to connect the call to an agent.
nIf the announcement is not b usy, b ut is still unavailable (it might have b een 
deleted), the call will remain in queue until answered or removed from the 
queue.
After the second announcement is heard, the caller hears music (if provided) or 
silence (if music is not provided), and one of the following occurs:
nIf the split has been administered so that the second announcement is 
repeated, the system will attempt to connect the call to the second 
announcement after the delay expires. 
						

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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 way the calling party will hear the announcement and be 
disconnected. Also, the call is never queued for a split because it goes 
directly to the announcement.
nAn announcement extension can be administered as a point in a split’s 
coverage path. This way, calls that have b een in the q ueue for a long 
period of time are forced to go directly to the announcement and are then 
disconnected.
Announcement Rules
The following rules govern which announcements a caller hears: 
1. Calls coming directly into a split will always hear a forced first 
announcement if assigned, regardless of subsequent treatment such as 
Call Coverage, Call Forwarding, Night Service, or busy signal. If these 
calls queue for a sufficient period of time, they will hear delay first and 
second announcements.
2. Calls that reach a s plit via Call Coverage from another split or a station will 
NOT receive a forc ed first or delay first announcement at the destination 
split. They will hear a  delay se cond announcement if administered and if 
the delay interval is met.   The assumption is the caller has heard a first 
announcement at the original d estination or that a c all redirected from a 
station should not receive the first announcement, if administered.
3. Calls that reach a split via Call Forwarding from another split or a station 
WILL receive delay first and second announcements at the destination 
split if administered and the delay interval is met.   These calls will receive 
a forced first announcement at the original split (if administered) but will 
NOT receive a forc ed first announcement at the ‘‘forwarded-to’’ split.
Intraflow and Interflow
The Intraflow and Interflow feature allows sp lits to be redirected to other 
destinations on the system. This is accomplished via the Call Forwarding All 
Calls or Call Coverage features. CMS receives a track count on forwarded calls 
that intraflow via Call Coverage.  CMS is notified only if the call goes into the 
queue before redirecting. Splits can be assigned coverage paths. Also, a split 
can be a part of a coverage path. Thus, the Call Coverag e feature can be used 
to redirect ACD calls from one split to another split according to the coverage  
						

							Feature Descriptions
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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 first announcement comp letes (if assigned). If the Coverage 
Don’t Answer Interval expires before either of the two announcement delay 
intervals expires, the call is redirected to coverage. If no coverage point is 
available to handle the call, the call remains in q ueue and may then be 
connected to a delay announcement. If either of the announcement delay 
intervals expires before the Coverage Don’t Answer Interval, the call is 
connected to a recorded announcement, if available, but the call will still go to 
coverage after the announcement.
The Intraflow and Interflow feature allows ACD calls to be redirected from one 
split to a sp lit on another switch. This is a c complished by forwarding calls to an 
off-premises location via the Call Forward ing All Calls feature.
For a  detailed description of the Call Forwarding All Calls feature and the 
Intraflow and Interflow feature, consult the appropriate feature section.
Queue Status Indications
The system provides queue status indications for ACD calls based on the 
number of calls in queue and time in queue. These indications are provided via 
lamps assigned to the terminals or consoles of split agents or supervisors. In 
a d dition, an auxiliary warning lamp can be provided to track queue status  based 
on time in queue and another for number of calls in queue. Also, 
display-equipped voice terminals and consoles can d isplay the time in queue of 
a split’s oldest call and the number of calls in that split’s queue. For  more 
detailed information, consult the Queue Status  Indications feature.
Priority Queuing
Priority Queuing allows calls with increased priority to be queued ahead of calls 
with normal priority. Priority Queuing can be provided two ways:
nA calling party’s COR can be assigned Priority Queuing.
nAn ACD split can be assigned Priority on Intraflow. This allows calls from 
the split, when intraflowed (via the Call Coverage feature, but not via the 
Call Forwarding All Calls feature) into another split, to be queued ahead 
of nonpriority calls already queued in the other split.
Agent Call Handling
Ag ent Call Handling is a separate feature that includes the various agent 
functions and operations. For details, see the Agent Call Handling feature 
description in this chapter. The following is a brief summary of the Ag ent Call