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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 Vectoring Issue 3 March 1996 3-437 Figure 3-1. Typical VDN Call Processing Examples Calling Party Feedback The initial feedback that a caller hears as a call is processed by a vector d e pends on how the call originates. The call may originate as one of the following: nAn internal call from another system user 4501PARTSN16 7 EXTENSION NAMEALLOW VDN OVERRIDE CORVECTOR NUMBER STATION 7000 DISPLAY SHOWS OUTSIDE CALL TO PARTS OUTSIDE CALL 4501PARTS16 7 EXTENSION NAMEALLOW VDN OVERRIDE CORVECTOR NUMBER OUTSIDE CALLVECTOR DIRECTORY NUMBER VECTOR # 7 YVECTOR # 7 16N STATION 7000 DISPLAY SHOWS OUTSIDE CALL TO PARTS 2 4501PARTS16 7 EXTENSION NAMEALLOW VDN OVERRIDE CORVECTOR NUMBER OUTSIDE CALL VECTOR # 7 16N STATION 7000 DISPLAY SHOWS OUTSIDE CALL VECTOR # 9 VECTOR # 9 TO PARTS N- COLLECT 1 DIGIT 1 2 3 PARTS 2PARTS 2 9 9 5501 5501ROUTE TO NUMBER 7000 - COLLECT 1 DIGIT - ROUTE TO NUMBER 5501 IF DIGIT EQUALS 1 ROUTE TO NUMBER 7000 ROUTE TO NUMBER 7000 - ROUTE TO NUMBER 5501 IF DIGIT EQUALS 1
Feature Descriptions 3-438Issue 3 March 1996 nAn incoming call over a non-CO (DID) trunk nAn incoming call over a CO trunk If the call is an internal or non-CO call, the calling party hears silence until one of the following occurs: nAn announcement is played nA wait-time command with system music, ringback, or alternative audio/music source is processed nA b usy command is processed nThe call is alerting at an station If the call is a CO call, the calling party hears CO rin g back until one of the following occurs: nAn announcement is played nA wait-time command with system music or alternative audio/music source is processed nThe call is answered Additional Information If the call is a CO call and answer supervision has been previously supplied (by processing of an announcement or wait-time command), the caller hears feedback specified in the vector commands: nAn announcement when any announcement command is processed nRingback, silence, system music or an alternative audio/music source when a wait-time command is processed nBusy when a busy command is processed nRingback when the call is alerting an extension After a wait-time command is processed, the calling party continues to hear that specified treatment unless an announcement is being played, another wait-time command with a different treatment is processed, the call is alerting at an extension, a busy command is processed, or vector processing terminates as whenever an agent becomes available or a successful route-to command is executed. If a ste p c annot b e executed, the c alling party continues to receive the feedback to which they are currently listening and vector processing continues at the next step. When a c all terminates to an a gent or extension, the calling party hears ringback. Any announcement or other treatment that is currently being heard is disconnected and ringback is supplied.
Call Vectoring Issue 3 March 1996 3-439 After an announcement completes, the calling party hears silence until another command that specifies treatment is processed (for example, wait-time, announcement, busy), or the call terminates at an extension. If a call is route d off-premises via a trunk, the calling party hears the standard call p rogress tones and/or far-end feed b ack only if answer supervision has been passed or the answer detection timer has expired. If the calling party disconnects at any time while the vector is being processed, vector processing is terminate d, the call is removed from any queues, and the call is torn down. Vector Commands A Call Vector is a set of vector commands. Vector c ommands d etermine the type of processing that specific calls receive. The basic vector commands are listed below and described in the paragraphs that follow. Please note that most of these commands require one or more parameters (for example, an extension number is required with the Announcement command). For more information on these commands and how they should be used, refer to the DEFINITY Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guid e, 555-230-520. nAdjunct Routing (used only with the ASAI feature) nAnnouncement nBusy nCheck-Backup Split/Skill nCollect Digits (used for Call Prompting) nConverse-on split/skill nDisconnect nGoto Ste p nGoto Vector nMessaging nQueue-To Main Split/Skill nRoute-To Number nRoute-To Digits (used for Call Promp ting) nSt o p nWait-Time Adjunct Routing The adjunct routing c ommand is only available with the ASAI feature. This command causes a message to be sent to an adjunct that is requesting routing
Feature Descriptions 3-440Issue 3 March 1996 instructions. This command is desc ribed in detail in the Inbound Call Management (ICM) description in this chapter. Announcement The announcement command is used to let callers hear a given announcement. All calls hear the announcement from the b e ginning. This may result in a delay because the call may have to wait in an announcement queue before the announcement is heard. While a caller is waiting to hear the announcement, the caller continues to hear whatever treatment he or she is currently hearing. If the announcement’s queue is currently full, the call retries the announcement step indefinitely before processing any new vector steps. If the requested announcement is not administered (in the case of external or integrated announcements) or recorded (in the case of integrated announcements only), the current step is skipped and vector processing continues at the next vector step. When a call is connected to the announcement, the previous treatment is discontinued and answer supervision is sent if it has not already been supplied. During an announcement, if the call is moved from waiting in a split’s queue to alerting at an agent’s extension, the announcement is disconnected and the caller hears rin g back. When the announcement completes and is disconnected, the caller hears silence until a vector step with an alternate treatment is processed or the call reaches an agent’s extension. Busy The b usy command causes termination of vector p rocessing and gives the caller a busy signal. The busy takes effect on non-CO trunk calls whether or not answer su pervision has been sent; b ut if the call is a CO (auto-in) trunk call and answer su pervision (via announcement command or wait-time command) has not been sent, the CO i gnores the b usy and continues giving the caller CO ringback. Non-CO trunks are dropped approximately 45 seconds after b usy tone is ap p lied. Check-Backup Split/Skill Th e check-backup command checks the status of a split/skill for p ossible termination of the call to that sp lit/skill. When termination is not possible, queuing at the specified priority is attempte d. Termination and/or queuing is attempted if the split meets certain conditions specified as part of the command. The possible conditions are shown b elow: nUnconditionally (always attemp ts to queue) nNumber of available (idle) agents in the specified split nNumber of staffed agents in the specified split nNumber of calls queued at a given priority to the specified split.
Call Vectoring Issue 3 March 1996 3-441 This condition tests for calls in queue at the specified priority level and higher. nAge of the oldest call waiting in the specified split’s queue nThe average time it takes for a call to be answered in the specified split. (G3V4 and later releases only) nThe amount of time a call could expect to wait in the q ueue of the specified split before it is answered (G3V4 and later releases only) A c all may be queued in up to three different splits/skills at the same time. A call remains queued until either vector processing terminates or the call reaches an agent. Collect Digits The c ollect digits command lets the caller enter up to 16 digits from a touch-tone phone. An optional announcement may be played first. This step is part of the Call Promp ting feature and is described in greater d etail in the Call Prom pting feature d esc ription elsewhere in this document. Converse-On Command The converse-on command is an enhancement to the Basic Call Vectoring customer option. The c onverse-on Call Vectoring step is sp ecifically designed to integrate a VRU with the DEFINITY switch. Voice Response Integration allows VRU capabilities to be used while keeping control of the call in the switch. 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 One of the advantages of Voice Response Integration is that it allows users to make more productive use of q ueuing time. For examp le, while the c all is waiting in queue, the caller can listen to product information by using an audiotex application or by completing an interactive voice response transaction. In some cases, it may even be p ossible 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. If the converse-on command is successful, it delivers the call to a pre-determined sp lit (skill), which is referred to as the converse sp lit (skill). A
Feature Descriptions 3-442Issue 3 March 1996 converse sp lit is administered and behaves exactly as any other sp lit in the system. The term non-converse split is used to refer to traditional ACD splits accessed by means of queue-to main and check-backup vector steps. Once the call is answered by the VRU, the c onverse-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 p assed to the script. See the DEFI NI TY Com munications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-520, for more information a bout the types of data that can be passed to the VRU. Once the VRU script is completed, the VRU may or may not return data to the DEFINITY system. Whether or not data is returned, once the VRU drops the line to DEFINITY system, vector p rocessing is then re-activated on the switch starting with the vector step which follows the c onverse-on step. 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. nUsed for vector conditional branching in an ‘‘if digits’’ vector step. nTandemed to an ASAI host. — Voice Response Integration also provides the integration 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 DEFINITY system to ASAI hosts. Based on administration, with G3V4 and later releases, a DTMF tone can be used as an answer feedback signal and sent to the VRU when the VRU-to-ACD call is answered by the agent. Another DTMF tone can be used as a disconnect feed b ack signal and sent to the VRU when the incoming call to the VRU disconnects before it is transferred by the VRU. Refer to DEFINITY Communications System Generic 3 Call Vectorin g/Ex pert Agent Selection (EAS) Guide, 555-230-520, for additional information. Disconnect The disc onnect command ends treatment of a c all and removes the call from the switch. This command also allows the optional assignment of an announcement
Call Vectoring Issue 3 March 1996 3-443 that plays immediately before the disconnect. If the switch has not yet sent answer supervision, it d oes so immediately before disconnecting a call so there is a charge for calls that terminate with the disconnect command. The exc eption is on ISDN calls where disconnect can occur without returning answer supervision when an announcement is not played. During playing of the announcement, if the call is moved from waiting in a split’s queue to alerting at an agent’s extension, the announcement is disconnected, the caller hears ring b ack, and the disconnect command is aborted. Goto Step The goto step command is a branching step that provides conditional or unconditional movement to later or earlier steps in the Call Vector. Conditional branching may be used to compensate for heavy traffic or for night/weekend service. Calls in q ueue and/or any wait treatment in effect b efore a goto remain in effect after the branch. The conditions of branching are as follows: nUnconditionally (always branches) nNumber of available (idle) agents in a specified split nNumber of staffed agents in a specified split nNumber of calls queued at a given priority (or higher) to the specified split nAge of the oldest call waiting in the specified split’s queue nTime of Day, start time, and end time specified nRolling average speed of answer for the s pecified split or VDN. (G3V4 and later releases only) nExpected wait time for the specified split or for the call being processed (G3V4 and later releases only) nNumber of calls active in the VDN (G3V4 and later releases only) nCollected Digits from a collect digits step (Call Prompting feature only) nANI (caller identity) of the call being processed (G3V4 and later releases only) nII-digits (type of originating line) of the call being processed (G3V4 and later releases only) With G3V4 and later releases, ANI, II-digits, and digits collected from a collect digits step c an b e tested against entries in a Vector Routing Table for conditional branching with the g oto step.
Feature Descriptions 3-444Issue 3 March 1996 Goto Vector The goto vector command is a branching step that provides conditional or unconditional movement to another vector. The goto vector command is used for chaining more than one vector together. Calls in queue and/or any wait treatment in effect before a g oto remain in effect after the branch. The conditions of branching are: nUnconditionally (always branches) nNumber of available (idle) agents in a specified split nNumber of staffed agents in a specified split nNumber of calls queued at a given priority (or higher) to the specified split nAge of the oldest call waiting in the specified split’s queue nTime of Day, start time, and end time specified nRolling average speed of answer for the specified split or VDN. (G3V4 and later releases only) nExpected wait time for the specified split or for the call being processed (G3V4 and later releases only) nNumber of calls active in the VDN (G3V4 and later releases only) nCollected Digits from a collect digits step (Call Prompting feature only) nANI (caller identity) of the call being processed (G3V4 and later releases only) nII-digits (type of originating line) of the call being processed (G3V4 and later releases only) With G3V4 a n d later releases, ANI, II-digits, and digits collected from a collect digits step c an b e tested against entries in a Vector Routing Table for conditional branching with the g oto command. Messaging Split/Skill This command causes the calling party to b e connected to the AUDIX or Message Center split so that he or she may leave a message for the specified extension (call answering service). If the calling party is successfully c onnected to the AUDIX or a Message Center agent, then ve ctor processing terminates and a message may be left for the specified extension. Priority can be g iven to the c all b y assigning a high priority to the messaging split extension via the COR. This command functions as follows:
Call Vectoring Issue 3 March 1996 3-445 1. If the split number specified in the command is a valid message service split (such as AUDIX or Message Server Ad junct), and either the extension is a valid assigned extension or is administered as “none” (defaults to current VDN), then the system attempts to terminate the call to the message service split for call answering service. nIf the call is queued to the message service split or if the call terminates to an available message service agent or AUDIX voice port, then the calling party is connected to ringback (successful termination), and vector processing terminates. For DEFI NIT Y AUDIX the VDN number must be included in the VDN name on the switch. nIf the split queue is full, the AUDIX link is down, all AUDIX voice ports are out of service, or the message service sp lit is DCS-AUDIX and all DCS trunks are busy, then vector processing continues at the next vector command (unsuccessful termination). 2. If call termination was successful and the administered extension (or default VDN) is a message service subscriber, the calling party can leave a message for the specified extension. If the extension or VDN was not a subsc riber of the message service, one of the following may occur: nIf the message service sp lit is AUDIX, the calling party receives ringback until he or she disconnects. nIf the message service sp lit is a Message Server Adjunct, the calling party may be answered by an message service agent but no message is taken since the specified extension (d efault VDN) is not a Message Server Adjunct subscriber. Queue-To Main Split/Skill The queue-to main split command sends a call to a split and assigns a queuing priority level to the call if all agents are busy. A call sent with this command either connects to an agent in the split or enters the split’s queue. A c all may be queued in up to three different splits/skills at the same time. A call remains queued either until vector processing terminates or the call reaches an agent. When an agent becomes available in any sp lit to which the call is queued, the following actions are performed: nThe call begins alerting the agent nThe call is removed from any other queues nVector processing terminates If the d esired sp lit is one of the splits/skills to which the call is already queued, the call is requeued at the new p riority level. This ste p is skip ped and vector processing continues at the next step if any of the following are true: nThe desired split’s queue is full
Feature Descriptions 3-446Issue 3 March 1996 nThe desired split is unstaffe d nAll staffed agents are in the auxiliary work mo de nThe desired split is not vector controlled nThe call is already queued in this sp lit at the specified priority level nThe call has already been queued to three different splits/skills nThe desired split has no queue and no agents are available Route-to Number This command routes a call to the specified number. This digit string represents a destination number which may be any of the following: nAn internal extension (such as a split/hunt group, voice terminal, announcement, and so on) nA VDN extension nAn attendant nA remote extension nAn external number such as a TAC or AAR/ARS FAC followed by a p u blic or private network number. This command allows a call to be routed to a sp ecified destination. The COR associated with the VDN is used to determine any calling p arty restrictions (such as lack of calling permission, FRL restriction, and so on). If this command is successful (that is, it successfully terminates to a station, seizes a trunk, and so on) then vector processing terminates. Otherwise, vector processing continues at the next vector command. This command functions as follows: 1. If the numb er is a system extension or attendant group (not a VDN) the system attem pts to terminate the call to the endpoint if one of the following conditions occur: nThe endpoint is alerted. nThe endpoint has call forward ing or night service (hunt group) enabled, and the forwarded to (night service) destination is alerted (or in the case of off-premises call forwarding, a trunk is seized). The system then provides ringback to the calling party, and vector processing terminates. However, if the call cannot complete successfully (for example, no idle appearance is available), and the route-to number step is specified with coverage set to no, vector processing continues at the next vector command. If coverage is set to yes, the call routes to the destination’s coverage path. Route-to numb er with coverage is only available when G3V4 and later release software has been installed either when purchased or as a bugfix release. 2. If the numb er is a VDN extension, then the following events occur: