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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Call Promp ting Issue 3 March 1996 3-427 Screen 3-30. Prompting Vector/Message Collection Application Considerations With the Call Prompting feature, a c aller is prompted to enter information from his or her DTMF phone. The system then uses this information to route the call (if necessary) to the right p erson or group of persons. The call may also be routed to an announcement, if desired. In ad dition, a caller may be asked to enter an account number or some other type of number to be used in handling the call. Since the system retrieves all of this type of information, and processes the call accordingly, time is not wasted trying to determine the type of call and to whom it is supposed to go. Also, agents sp end less time gathering information and can handle more calls. The route-to number if digit command can only be used to conditionally route a call based on a single digit comparison. Vector processing executes a maximum of 1,000 vector commands for a given call. After executing the 1,000th command, an implied stop command is executed. There are TTR considerations. The default timer results in TTR always being dropped if no digits are d ialed in a specified p eriod. With G3V3 and earlier releases this specified period is ten seconds. With G3V4 and later releases the time is administrable. Quantities of TTRs on the TN744 have to be a p propriately sized for each application. Interactions The following features and functions interact specifically with the Call Prompting feature. Interactions with the Call Vectoring feature are found in the Call Vectoring feature description. nAnswer Detection Call promp ting competes with call classifier for ports on the TN744. 1. collect 1 digits after announcement 300 2. goto step 6 if digits = 1 3. goto step 9 if digits = 2 4. announcement 301 5. route-to number 0 with cov n if unconditionally 6. messaging split 20 for extension 50000 7. announcement 302 8. stop 9. queue-to main split 3 pri m 10. stop
Feature Descriptions 3-428Issue 3 March 1996 nAnswer Supervision Answer supervision is only returned once during the life of a call. With respect to prompting commands, answer supervision is returned in response to a collect digits or an announcement command. In addition, if a c all is answered and answer supervision hasn’t previously been sent, it is then sent. nAUDIX If a route-to command in a vector calls AUDIX, the call is treated as a direct call to AUDIX and the calling party may retrieve his or her messages. nAuthorization Codes Authorization codes are disabled with resp ect to routing via VDNs. In other words, if authorization codes are enabled, a route-to command in a prompting vector accesses AAR or ARS and the VDN’s FRL does not have the permission to utilize the chosen routing preference, then no authorization code is prompted for and the route-to command fails. nAAR/ARS Any route-to command in a vector can dial an AAR/ARS FAC followed by other digits. A route-to command cannot just specify the AAR/ARS FAC and return feature dial tone. nAAR/ARS Partitioning When a route-to command in a vector dials an AAR or ARS FAC, the COR associated with the VDN is used to determine the AAR/ARS PGN. The PGN then determines the appropriate routing ta bles to use for the call. nAutomatic Incoming Call Identification When a call terminates to a disp lay station via a route to number with coverage n or route to digits with coverage n command, the station displays the following information: “Originator Name (trunk or station name) to VDN name.” nAutomatic Call Back It is recommended that no A UTOMATIC CALL BACK (ACB) buttons be assigned to stations involved in third party calls (including domain control). nBrid ging If a principal extension with brid ged a p pearances receives a call via a route-to command, that extension’s brid ged a p pearances are be updated to reflect the state of the call on the principal extension’s call appearance.
Call Promp ting Issue 3 March 1996 3-429 nCallVisor ASAI Call promp ting competes with CallVisor ASAI switch-classified calls for ports on the TN744 or TN2182. ASAI-provided digits can be collected by the Call Vectoring feature via the collect vector step as dial-ahead digits. nCall Coverage In G3v2 and later releases, a VDN may b e administered as the last p oint in a coverage path. When a route-to digits with coverage y or route-to number with coverage y command terminates to a system extension (not a VDN), then vector processing terminates and normal routing, termination and coverage apply to this call. nCall Forwarding All Calls A route-to command in a vector cannot dial the Call Forwarding All Calls FA C . If a route-to command in a vector calls a system extension (split/hunt group, voice terminal extension, and so on) that has Call Forwarding All Calls active, the call is forwarded to the designated (forwarded to) destination. Calls that are forwarded to a VDN are considered successfully forward e d and call coverage is disabled. (For example, if a route to digits with coverage y command is performed within a vector that has been accessed via call forwarding, c overage does not apply and the command is treated as a route to digits with coverage n command.) nCall Pickup If a route-to command calls a voice terminal extension that is a memb er of a pickup group, that call can be picked up by another p ickup group member. nCall Waiting Termination When calls are routed to analog voice terminals via a route-to with coverage n command, the call is considered successful if the analog extension is idle. If it is not idle, the route-to is considered unsuccessful and call waiting d oes not a p ply. In other words, call waiting is disabled for these route-to commands. On the other hand, for a route-to with coverage y command, call waiting does apply if appropriate. nCall Vectorin g Call Promp ting is administered through Call Vectoring ad ministration. If only Call Vectoring is enabled, vectors can be administered using only Call Vectoring c ommands. If only Call Promp ting is enabled, vectors can be a dministered using only Call Prompting c ommands. When both features are enabled, all the commands associated with vectoring and prompting are available.
Feature Descriptions 3-430Issue 3 March 1996 nCAS If a route-to command calls the attendant and CAS is enabled, the call completes to the CAS attendant if an RLT trunk can be seized. nCoverage All Calls The route-to with coverage y command works like any other call. All other types of route-to commands fail. nCoverage Callback Coverage Callback only operates successfully for route-to with coverage y c ommands that terminate su ccessfully to a coverage point. The covering user is able to initiate coverage callback for the principal. nCoverage Incoming Call Identification If a coverage call terminates at a covering user’s display-equipped voice terminal, via a route-to with coverage y command, the voice terminal user that the vector routed to is displayed as the called party instead of the VDN. nDCS A route-to command in a prompting vector can route to a UDP extension and p rovide DCS transparency (Distinctive Alerting). In a d dition the DCS Call Forwarding, Call Waiting Termination, DCS Leave Word Calling, and DCS Multi-Appearance Conference/Transfer features a p ply, where appropriate, to calls routed via a route-to command. nDOD DOD can be provided via a route-to command within a vector. The COR of the VDN is used to determine calling party permissions/restrictions. A digit string must follow the TAC in the route-to command. A route-to command cannot be used to return trunk dialtone. nFR L If a route-to command dials an external numb er via AAR/ARS, the FRL associated with the VDN COR is used to determine the accessibility of a routing preference in an AAR/ARS pattern. nGo To Cover Go To Cover operates correctly when a route-to with coverage y command terminates successfully at an internal destination. At all other times, if the GO TO C O VER button is depressed, the feature is denied. nHold If a call is put on hold during the processing of a collect command, the collect command is restarted, beginning with the announcement promp t, when the c all is taken off hold. All d ialed-ahead d igits are lost. Similarly, if a call to a vector is put on hold, vector processing is suspended when a collect step is encountered. When the call becomes active, the collect step resumes.
Call Promp ting Issue 3 March 1996 3-431 nHunting A route-to command can call a hunt group. nInbound Call Management The Call Prom pting feature can be used to collect information from a calling party which may later be used by an adjunct to assist in the handling of the call. nIndividual Attendant Access A route-to command can dial an individual attendant extension. nInter-PBX Attendant Calls If a route-to command calls the attendant and this feature is enabled, the call comp letes to the Inter-PBX attendant. nIS D N - PR I A route-to command in a promp ting vector can route calls over ISDN-PRI trunks. nLW C LWC operates correctly when a route-to with coverage y command terminates successfully at an internal d estination. At all other times, if the LWC button is depressed, activation is denied. nNight Service Route-to commands that route to destinations with night service activated, redirect to the night service destinations. nPriority Calling A route-to command cannot dial the priority calling FAC. nQueuing Queuing applies, where a ppropriate, to any calls that route to an attendant or hunt group via a route-to command. nRecorded Announcements Recorded Announcements c an be accessed via a VDN through the use of the announcement command or the route-to command, if the destination is an announcement extension. In addition, the collect digits command has the o ption to connect an announcement when promp ting for d igits. nRedirect Notification Redirect notification a p plies when a call is about to redirect to coverage via a route-to with coverage y command.
Feature Descriptions 3-432Issue 3 March 1996 nRingback Queuin g External call attemp ts made via route-to with coverage n commands are not queue via Rin g back Queuing when all trunks are busy. nRotary Dialin g Outside users using rotary dialing are not able to enter digits requested via a collect digits c ommand. The inter-digit time-out takes effect and a collect digits command is skipped for these users. A default route-to command (such as route-to attendant) should always be provided. nSA C When a route-to with coverage y command terminates to a system extension with SAC active, the call is treated as a normal internal call to a station having SAC active (call coverage via SAC a p plies). When a route-to with coverage n command terminates to an extension having SAC active, SAC is ignored. If the station has an idle appearance, the call terminates and the route-to is successful. Otherwise, the route-to command is c onsidered unsuccessful and vector processing continues at the next vector command. If a route to with coverage y command terminates to a system extension and the station user then activates SAC, the system attempts to redirect the call to coverage (due to SAC coverage criteria). When a route-to with coverage n command terminates to a system extension, activation of SAC by the station user (after termination) is ignored. nCDR Account Codes A route-to command cannot dial the CDR account code FAC. nSubnet Trunkin g Subnet trunking applies to any AAR/ARS call dialed via a route-to command. nTemporary Bridged Appearance A Temp orary Bridged Ap pearance is maintained at the principal’s extension when a route to with coverage y command terminates to a system extension and redirects to coverage. However, if coverage is to AUDIX or the principal is an ACD agent, no Temporary Bridged Appearance is maintained at the principal. nTEG A route-to command can call a TEG. nTransfer If a call to a VDN is transferred during a collect command, the collect command restarts when the transfer is comp lete, and all dialed-ahead d i gits are lost. Similarly, if a call to a vector is transferred, vector processing is suspended when a collect step is encountered. When the transfer is comp lete, the collect step resumes. This also applies to attendant extended calls
Call Promp ting Issue 3 March 1996 3-433 nTCM A TCM is sent when a route-to command dials a seven-digit ETN or 10-digit DDD number via AAR/ARS. This TCM is the FRL associated with the VDN COR. nUDP A route-to command can call a UDP extension. Administration The Call Prompting feature is administered on a per-system basis by the system manager. The Call Vectoring feature must be administered as desc ribed in the Call Vectoring feature. In a ddition, the following items must be administered specifically for the Call Promp ting feature. nThe Call Prom pting feature must be enabled on the ‘System-Parameter Customer-Options’ form and must be d one by an authorized AT&T employee. nAny d isplay-equipped voice terminal or attendant can be administered with a Caller Information CALLR-INFO button. nWith G3V4 and later releases the Call Promp ting feature timeout is administrable on the ‘Feature-Related System Parameters’ form. Hardware and Software Requirements Each the Call Promp ting feature announcement requires: — One port on a TN750 Integrated Announcement circuit pack or — Announcement equipment and one port on a TN742 or TN746B (Mu-law) Analog Line circuit pack. DTMF receivers are required to accept the touch-tone d i gits entered by the call prompting users. The TN744 Call Classifier circuit pack or the TN2182 Tone Clock circuit pack (required for the Call Promptin g feature) provides eight DTMF receivers. G3i allows a maximum of 80 TN744 DTMF receivers (10 circuit packs); G3r allows a maximum of 200 TN744 DTMF receivers (25 circuit packs). Beginning with G3V4, TN744 DTMF receivers can also be used as general purpose DTMF receivers in the system. Other DTMF receivers such as those on the TN748C circuit pack (TN420C, TN744 support A-law) are still required for normal call processing and maintenance features. Call Promp ting software is required. Call Vectoring software may be required depending on the application. If external CMS is being used, Call Vectoring software for CMS is always required if call prompting (with or without call vectoring) is active on the switch.
Feature Descriptions 3-434Issue 3 March 1996 Call Vectoring Feature Availability This optional feature is available with G3vs/G3s PBP, G3i, and G3r, and is not available with G3vs/G3s ABP. Description This section gives a basic description of the capabilities of the Call Vectoring feature. For instructions for creating and troubleshooting ve ctors, see the DEFI NI TY Com munications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-520. The Call Vectoring feature provides processing of incoming and internal calls according to a programmed set of commands. The commands, called Vector commands, determine the type of processing that specific calls receive. Vector commands may direct calls to on-premise or off-premise destinations, to any hunt group or sp lit, or to a specific call treatment such as an announcement, forced disconnect, forc ed busy, or delay treatment. It is possible for the system to collect digits from the user, route calls to a destination specified by those digits, and/or do conditional processing according to those d igits (Call Prompting feature). The Call Promp ting feature utilizes the Call Vectoring feature and a set of specialized vector commands. Also, the Lookahead Interflow feature uses the Call Vectoring feature for its operation. Expert Agent Selection (EAS) uses vectors to direct calls to agents with specific skills. Also see Voice Response Integration (VRI) for information about integrating call vectoring with the c a pabilities of the VRUs and the CONVERSANT Voice Information Service. Vector Directory Numbers and Vectors Calls access vectors using VDNs. A VDN is a ‘‘soft’’ switch extension number that is not assigned to a physical equipment location. Access to a VDN may occur in many ways. Since a VDN is an extension, it can be accessed in almost any way that an extension can be accessed. The primary ways that a VDN can be accessed are: nInternal call — The VDN extension can be dialed from another extension on the switch. nCO trunk — A CO trunk may be ma pp e d to a VDN (as an incoming destination or night service extension). nNon-CO trunk — A call may come into a DID or PRI trunk and connect to a VDN extension. nLDN — A VDN may be the night destination for an LDN.
Call Vectoring Issue 3 March 1996 3-435 nFrom a route-to step within a vector. nAs a coverage point A Call Vector is a set of vector commands (described later in this chapter) to be performed for an incoming, outgoing or internal call. As p reviously described, vectors are accessed b y VDNs. Each VDN maps to one vector. However, several VDNs may map to the same vector. The answering user sees the information (such as the name) associated with the VDN on his or her display and can respond to the call with knowle d ge of the dialed number. This operation provides DNIS (described later in this description). Applications There are many d ifferent app lications for the Call Vectoring feature. However, call vectoring is primarily used to handle the call activity of ACD sp lits/skills. Call Vectoring can also manage a queue by keeping calls queued in up to three splits/skills (with four d ifferent p riority levels) while also providing a series of other processing options. Other common a p plications include: nSpecial treatment for selected callers. For exam ple, calls from preferred credit card customers may receive priority treatment, but they do not have to be handled by a separate sp lit. Agents in the same split can handle both preferred customers and all other customers. A c all can be queued into one of four priority levels, and calls to different VDNs (and vectors) could go to different levels, with preferred customers having top priority. This means that when all agents are b usy in this split, calls from preferred customers would go to the top of the queue ahead of other callers already in the queue. nNight treatment. During non-business hours, the Call Vector could route calls to a specified destination such as an announcement and a disconnect. During business hours, the ve ctor could send calls to splits/skills for connections with agents, or queue normally. nOff-loading periodic excess calls resulting from promotions, seasonal trends, or regular daytime fluctuations in calls. A vector can test a split for the number of calls already in queue. If the number is above a certain threshold, the vector bypasses that split and route the call to someone else, such as an attendant. However, if the number of calls queued to the split is below the threshold, the vector would queue the call to that split. nInformation Announcements for the Calling Party The human intervention needed to distribute common messages can be minimized with information announcements. A group of people with a common interest can be instructed to call a specific number (VDN) that terminates to a specific announcement vector. The vector’s
Feature Descriptions 3-436Issue 3 March 1996 announcement can be periodically updated to provide current information to the callers. Vectors providing information announcements are easily programme d by the System Manager. What Happens When a Call is Processed by a Vector General When an incoming or internal call goes to a VDN, the VDN directs the call to a specific call vector. When the call goes to a vector, the call’s routing and treatment is determined by the commands in that vector. Processing starts at Step 1 and proceeds sequentially through the vector unless a goto command is encountered. Any steps that have been left blank during administration are skipped. The process automatically stops after the last step in the vector. Call vec toring allows the chaining of vector steps and vectors through the use of a goto command. In other words, one vector can direct the call to another vector or VDN, which can in turn direct the call to yet another vector, and so on. The Call Vectoring feature has an execution limit of 1,000 ste ps. Once a call enters vector processing, a loop counter keeps track of the number of vector steps executed. If the loop counter exceeds 1,000, a stop command is executed. The loop counter remains in effect across goto vector c ommands. This execution limit is provided as a means of system recovery from vector programmed infinite loops. Three examp les of how the Call Vectoring feature functions are shown in Figure 3-1. An outside call to a VDN is processed based on the various properties of the VDN form. Handling of the call is based on the commands associated with the vector. Displayed information is d e pendent on the setting of the “VDN Override” field.