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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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CallVisor Adjunct/Switch Ap plications Interface (ASAI) Issue 3 March 1996 3-487 With this type of call, the d estination is alerte d first and the call is then classified using Call Classification. The destination can be either a valid switch extension or an external number. It is recommended that trunks with answer supervision be used for switch-classified outbound calls. Answer supervision from the network over the trunk facility provides an accurate and quick indication of when the far end answers. Answering Machine Detection (AMD) Answering Machine Detection for Outbound Calls provides Outgoing Call Management (OCM) customers the ability to differentiate between calls answered by a human (‘‘real’’ voice energy) and calls answered by an answering machine. An ASAI adjunct can request answering machine d etection for a switch classified call. When AMD is requested, the reporting of the call outcome is delayed because detection of voice energy is no longer sufficient to classify a call. Instead, further classification is required to distinguish between a live answer and a machine answer. The range for talk duration is from 0.1 to 5.0 seconds in increments of 0.1. The default value is 2.0 seconds. The range for pause duration if from 0.1 to 2.0 seconds in increments of 0.1. The d efault value is 0.5 seconds. Customers can alter the default values to suit their needs. For exam ple, to bias the algorithm so that it errors on the side of a line error, the customer could lengthen the call duration. This feature can be disabled on the System-Parameters Customer-Options form. User-Classified Calls A ‘‘User-Classified Call’’ is set up by the adjunct on behalf of an originator to an internal or external destination. It is a call whose originator is alerted first. Such a call is ‘‘user classified’’ b e cause the originator (station user) listens to the call origination and network provided tones, determines the call outcome (for example, busy, reorder, answered), and decides what to do with the call: allow it to continue ringing, drop the call, or sp eak to the destination or answering party. This type of c all is typically used in ViewFirst or Preview Dialing applications, and can also be used to place and conference/transfer a new call with an existing call. When priority calling is requested, the destination behaves as specified in the Priority Callin g feature description later in this chapter. The adjunct must p rovide the switch with the call destination a d dress and notify the switch of whether priority calling is desired. For Third Party Make Calls, the adjunct must also provide the originator’s address or extension. Valid originators for user classified calls are all voice terminal extensions. Valid destinations are either internal or external extensions [including Vector Directory Numbers (VDNs)] or external numbers.
Feature Descriptions 3-488Issue 3 March 1996 When initiating user-classified calls, the switch selects an originator’s call appearance to set up the call to the destination. If the originator is on-hook, the switch takes the station off-hook if it can (for example, speaker users) and originates the call. Otherwise, the switch waits five seconds for the originator’s station to g o off-hook on a idle call appearance. If the originator is off-hook with a dial tone, the switch c ompletes the dialing with the destination digits provided by the adjunct. In the case of an incoming call to a VDN, the Route Select just provides the new destination for the call. Direct-Agent Calls A ‘‘Direct Agent’’ Call is a special type of ACD call that can be set u p via CallVisor ASAI on behalf of any voice terminal user (or VDN caller) to a specific ACD agent. Such calls differ from typical ACD calls in that the agent is specified, not selected by the ACD. NOTE: This feature is supported through CallVisor ASAI and is not available as a feature from the voice terminal. Direct Agent calls may be used whenever an adjunct or ACD agent decides that the caller/customer should talk to a specific ACD agent rather than being put in the split queue for an available agent. For instance, in ‘‘adjunct directed’’ call routing a p plications, an adjunct routes incoming calls to a VDN to specific agents based on agent availability and the call’s DNIS, CPN/BN, Look-Ahead Interflow information, or di gits collected via Call Promp ting. Valid originators for Direct Ag ent Calls are all voice terminal extensions and VDN callers. Valid destinations are the following: nACD agent extensions logged into an ACD split. nStation extension of EAS a gent (logged in). Direct Agent calls are delivered with the highest ACD priority level. That is, Direct Agent calls have priority over all non-Direct Agent ACD calls and are inserted ahead of all non-Direct Agent calls in the split queue. NOTE: A new Direct Call call agent is queued behind previously queued Direct Agent calls. An agent becomes available to receive a Direct Ag ent call by becoming available to receive ACD calls in the sp lit or (EAS skill) that the Direct Agent call is associated with (that is, going into the ‘‘manual-in’’ or ‘‘auto-in’’ work mode for the split). When the direct agent call is delivered to the agent and the auto-answer o ption is enabled on the station set, zip tone is applied to the agent as for any ACD call. If the station set is
CallVisor Adjunct/Switch Ap plications Interface (ASAI) Issue 3 March 1996 3-489 optioned for manual answering, the call rings the destination agent’s station. After disconnecting from a Direct Agent call, the a gent’s work mode follows the same rules as if the agent disconnects from any other ACD call (refer to the Automatic Call Distribution (ACD) feature description earlier is this chapter). If an agent is not available to receive a Direct Agent call because the agent is busy on another ACD call, or is in the ‘‘auxiliary-work’’ or ‘‘after-c all-work’’ mode for the split associated with the d irect agent call, the call queues for the agent on the specified ACD split. Agents are notified of queued Direct Agent calls only once for each Direct Agent call that queues with either a ring ping (for multifunction sets and on-hook analog sets) or a three burst call waiting tone (for analog sets that are off-hook and active on a call). nIf the a gent has an analog set, is off-hook, and not active on a call, then the Direct Ag ent call queues without a call warning tone. nIf the a gent has a multifunction set, the active work mo de button lamp, if administered for the set, indicates that a direct agent call is waiting in queue by flashing (fast flutter). nIf the a gent has an analog set, the three-b urst call waiting tone is provided regardless of how the ‘‘Call Waiting In dication’’ option is administered for this set. After a Direct Agent call queues, the switch waits for the a gent to become available or until the coverage answer time out limit expires for the destination agent. If this timeout value is reached, the call follows the a gent’s coverage p ath. (If the adjunct requests that the Direct Agent call b e a priority call, the call does not go to coverage and remains queued until the call is delivered to the agent or the caller disconnects.) In the case of a Direct Agent call joining the split queue, the destination agent’s auto-in or manual-in button associated with the destination split will flash. Flashing will stop when no more Direct Agent calls are in the split queue waiting for this agent. When an agent is logged into multiple splits, then all Direct Agent calls destined for the agent are serviced before all non-Direct Agent calls in all sp lits. When there is more than one split with Direct Agent calls waiting for the same agent, the Direct Agent call with the longest queue waiting time is serviced first. Direct Ag ent c alls are not included in any of the existing measurements affecting queue status displays and buttons. However, such calls are included in CMS measurements. Supervisor Assist Calls ‘‘Supervisor Assist Calls’’ are set u p between an ACD agent’s extension and another voice terminal extension (typically a supervisor in the ACD split). This feature is used in either ICM or OCM a p plications when an agent, while on the
Feature Descriptions 3-490Issue 3 March 1996 phone with a client or when idle, wants to consult with the supervisor. If the agent is active on a call, the host ap p lication requests that the call first b e placed on hold, then request Supervisor Assist Call. Typically, an agent submits this request from a data terminal keyboard. Supervisor Assist Calls are tracked by CMS. Valid originators for Supervisor Assist Calls are voice terminal extensions logg e d into an ACD split or EAS skill; valid destinations are internal voice terminal extensions. Third Party Domain (Station/ACD Split) Control Capabilities Group Third Party Domain ACD Split Control capability allows an adjunct to receive agent login and logout event reports for a specified ACD split domain. Third Party Domain Station Control cap a bilities allow the adjunct to control only the station extension associated with the domain-control association instead of allowing control of all parties (extensions) on a call. With these capabilities, the adjunct can: nControl all calls originating and ending at a station extension nMonitor all calls only at that specific station nInitiate outbound calls from the station NOTE: The Third Party Domain (Station/ACD Split) Call Control Capability Group is a actually a subset of the Call Control Capability Group. For the purpose of this document, the Domain (Station/ACD Split) Call Group is treated as a separate capability group. The following capabilities make up the Domain (Station/ACD Split) Call Control capabilities: nInitiating Capabilities: —Third Party Domain (Station) Control Request — Monitors (receive event reports) and c ontrol all calls at a s pecified extension. After the switch accepts a Third Party Domain Control request from the adjunct, the extension is referred to as a controlled extension. (Only station extensions can be domain controlled by a CallVisor ASAI adjunct.) —Third Party Domain Control Request for ACD Split Domain — Re ceives event reports at the specified split domain. The Login and Logout Event Reports are available. nControl Capabilities (Station only):
CallVisor Adjunct/Switch Ap plications Interface (ASAI) Issue 3 March 1996 3-491 —Third Party Answer — ‘‘answers’’ a ringing, bridged, or held call present at a station. Answering a ringing, brid ged, or held call means to c onnect a call by forcing the station off hook, if the station is on hook, or cutting through the call to the headset or handset, if the station is off hook (listening to dial tone or being in the off hook idle state). —Third Party Selective Drop — Drops a controlled extension from a call. —Third Party Selective Hold — Places the controlled extension on hold. —Third Party Reconnect — Reconnects a held call at the controlled extension to the controlled extension. —Third Party Merge — Requests that a held call and an active call at the controlled extension b e conferenced or transferred. —Third Party Autodial — Originates a call from the controlled extension to an internal or external destination. —Redirect Call — Reroutes a call alerting at a station. —Send DTMF Signals — Send s a DTMT sequence on behalf of one party on an active call. nTerminating Capabilities (Station/Split): —Third Party Relinquish Control — Stops monitoring and controlling the calls at the controlled extension. —Third Party Domain Control Ended — Used by the switch to inform an a p plication that domain control association has been terminated because the domain was removed or changed to become an invalid domain by administration. nEvent Reporting Capability (Station/Split): —Event Report — Used by the switch to convey call feedback (station) and event information in the form of login and logout events to the adjunct. Notification Capabilities Group Notification capabilities are used to request and terminate event reporting on certain calls. The Notification cap a bilities are as follows: nEvent Notification Request nEvent Re port nEvent Notification Cancel nEvent Notification Ended nStop Call Notification
Feature Descriptions 3-492Issue 3 March 1996 An adjunct uses the Event Notification Request function to request notification of calls to VDNs and ACD splits. Such splits cannot be vector-controlled or adjunct-c ontrolled. NOTE: This precludes notification on EAS skills, since the EAS skills are e quivalent to vector controlled splits. In G3V3, up to three adjuncts can request notification on a vector directory number (VDN) or split. Once the adjunct requests event notification on a VDN or split, the VDN or split is referred to as a ‘‘monitored’’ VDN or split. From this point on, any call entering this monitored VDN or split causes the switch to start sending call events to the monitoring adjunct, and the call becomes a monitored call. The switch continues to send call events on the monitored call until the call is disc onnected, dropped, abandoned, or enters another monitored VDN or split. Call events are sent to the adjunct via the Event Report capability. Call events may b e any of the following: nAlertin g nTrunk Seized nCut-through/Progress nDisconnect/Drop nQueue d nBusy/Unavailable nAnswered nConnected nReorder/Denial nCall Offered to Domain nCall Originated nCall Transferred nCall Conferenced nCall End e d nCall Redirected nHold nReconnected NOTE: See the next table in this section for a listing of the call events that apply to each capability group.
CallVisor Adjunct/Switch Ap plications Interface (ASAI) Issue 3 March 1996 3-493 The Stop Call Notification capability stops an adjunct from receiving call events for a specific call. The switch no longer sends call events on that call to this adjunct. If a call enters another monitored VDN or sp lit after a Stop Call Notification request, the switch provides event reports for the call over the newly entered monitored VDN or sp lit. An adjunct can cancel a notification request for all calls within a VDN or ACD with the Event Notification Cancel capability. Call events for a particular VDN or ACD split will no longer be provided. If a switch administration change causes a VDN or ACD split to become invalid, the switch informs the adjunct using the Event Notification Ended capability. Set Value Capabilities Group Set Value allows the following items to be set to a specified value. nMessage Waiting Lamp The adjunct uses this capability to set the state of a message waiting lamp. nBilling Rate The adjunct uses this capability to set the value of a billing change for 900-typ e c alls. Value Query Capabilities Group The ‘‘Value Query’’ capability allows the adjunct to request information from the switch about the status or value of switch resources. The following value queries are supported: nTime of Day Query — The adjunct asks for the time. The switch response contains the year, month, day, hour, minute, and second. nACD Split Query — The adjunct sends a valid sp lit (or EAS skill) extension in a value query message. The switch responds with the number of ACD agents available to receive calls in that split or EAS skill, the number of calls in queue, and the number of ACD agents logged in. nTrunk Group Query — The adjunct sends a trunk access code in a value query message. The switch responds with the number of idle trunks in the trunk group and the number of in-use trunks. nCall Classifier Query — The adjunct sends a classifier request in a value query message. The switch responds with number of idle and in-use call classifier ports. nACD Agent Status Query — The adjunct sends an ACD split (or EAS skill) and an agent extension in a value query message. The switch responds with the work mode and idle/busy state of the agent.
Feature Descriptions 3-494Issue 3 March 1996 nExtension Query — The adjunct sends an extension number in the value query message and the switch responds with the type or class (for example, VDN, Hunt Group, EAS skill, Announcement, Voice). nACD Agent Login — The adjunct sends an ACD split extension and an ACD agent login audit flag in a value query message. The switch responds with a list that contains the extensions for each agent logged into the split. nCalls Query — The adjunct passes an extension in the value query request. The switch resp onds with the call_id(s) for the calls p resent at the primary’s extension, and also sends the party_id and party_state (for example, alerting, connected, or hold) of that station for each call. Ad d itionally, information a bout a maximum of 10 calls present at the station is reported back to the adjunct. This query is valid for stations and logical agents only. nStation Status Query — The adjunct uses this query for status information on the extension number of the endpoint. The switch responds with the talk (idle/busy) state of the voice terminal. nParty ID Query — The adjunct sends a call_id in a value q uery message. The switch responds with the party_id and the extension number for all the local parties on the call. nStation Feature Query — The application passes an extension numb er and the feature to the switch. The extension need not be domain-c ontrolled, but it must support the particular feature. The switch responds with the state (active/not-active) of the specified feature at the specified extension. The following features may b e queried: — Message Waiting Indication — Send All Calls — Call Forwarding nBCMS Data Value Query — The ad junct uses this query to retrieve BDMS data that was c ollected for a gent, a gent extension, split/skills, trunk group, or VDN. nASAI-Accessed Integrated Directory Database — The application passes a target extension to the switch. The switch responds with the administere d names associated with the specified extension. Request Feature Capabilities Group This capability allows the adjunct to request activation of the following switch features. nACD Agent Login — Log in agent to an ACD sp lit or EAS skill. The following parameters are required for this function: — Logical agent login id (EAS skill only)
CallVisor Adjunct/Switch Ap plications Interface (ASAI) Issue 3 March 1996 3-495 — Login Identifier (password) — any string of length equal to or greater than that administered on the switch. — ACD Split Extension (or EAS skill) — Agent Extension (Contains physical extension for EAS agent) — Mode: After Call Work, Auto-In, Manual-In, Auxiliary Work (optional, corresponds to initial work mode; if not specified, the default is Auxiliary Work) nACD Agent Logout — Logout agent from an ACD split. The following parameters are required for this function: — ACD Split Extension (or EAS skill) — Agent Extension (p hysical or logical for EAS agent) nACD Agent Change of Work Mode — Change work mode of ACD or EAS a gent to another mo de. The following parameters are required for this function: — ACD Split Extension — Agent Extension — Mode: After Call Work, Auto-In, Manual-In, Auxiliary Work (corresponds to new work mode) NOTE: Work mo de change ‘‘pending’’ states are not supported by ASAI. (For example, if the agent is active on an ACD call and is in Auto-In work mo de, a request to place the a gent in After Call Work mo de is denied.) nSend All Calls — A ctivate or cancel Send All Calls at a specific station. The adjunct provides the extension where Send All Calls (SAC) is activated. nCall Forwarding — A ctivate or cancel Call Forward ing at a specific station. The adjunct provides the ‘‘forwarded from’’ and ‘‘forwarded to’’ extensions. Adjunct-Controlled Splits The switch may have adjunct-controlled splits. An adjunct-controlled split is an ACD split designated as adjunct-controlled via switch administration. An adjunct-c ontrolled split has the following properties: nAn adjunct-controlled split must have an administered controlling adjunct (CallVisor ASAI link extension). nAgent login may only be done by the adjunct via Request Feature capabilities. nAn agent may be logg e d into only one such split at any given time.
Feature Descriptions 3-496Issue 3 March 1996 nChange of work mo des may only be done by the adjunct via Request Feature capabilities. nWork mode changes take effect as soon as they are requested and processed. nAgent logout may b e done by the adjunct via Re quest Feature c a pabilities or by the agent. When logout is caused by action at the voice terminal, a logout event report is sent to the adjunct associated with the sp lit (provided domain control has been requested for that split). nAs long as the corresponding CallVisor ASAI link is up, Agents logged into an adjunct-controlled split have their voice terminal locked (all b uttons and the touch tone p a d) for the duration of the login. These agents must use Call Control and Re quest Feature capabilities to access voice terminal calling and ACD support features. (Adjunct-controlled splits cannot receive non-adjunct monitored and controlled calls. Non-adjunct monitored and controlled calls receive busy tones if they try to terminate at such sp lits.) nAgents logged into adjunct-controlled splits c an only receive calls that are monitored (via the Event Notification group) or controlled (via the third person Call Control group), primarily ASAI-OCM calls. nAn unmonitored or controlled call directed to an adjunct-controlled sp lit receives a busy tone. nA unmonitored or controlled call directed to an agent logg e d into an adjunct-c ontrolled split receives a busy tone. nAgents log ged into an adjunct-controlled split may not make any calls from the voice terminal. All telephony functions must be done via third party call control. nAdjunct-controlled splits may not have notification active. A request notification for an adjunct-controlled split will be denied. nAn adjunct-controlled split may be vector-controlled as well. nWhen an agent is logged into an adjunct-controlled split, all display buttons are disabled. The display itself functions normally. When the CallVisor ASAI link is d own, adjunct-controlled splits behave like non-adjunct-controlled sp lits. Agents logged into such splits when the link is down have their voice terminals unlocked without being logged out. When the CallVisor ASAI link is restored, adjunct controlled splits return to being adjunct-c ontrolled, and agent’s voice terminals b e come locked again. Adjunct-controlled splits may also be vector-controlled. Splits that are b oth adjunct-c ontrolled and vector-controlled have all the properties of b oth. Where there is a conflict, the more restrictive property a p plies. For examp le, agents logged into such a split cannot log into any other sp lit and their voice terminal is locked.