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ATT DEFINITY Communications System Generic 3 Instructions Manual

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    							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
    Issue  3   March 1996
    3-507
    An event notification request for a vector-controlled ACD split extension is 
    denied.
    A Call Offered to Domain Event Re port  is  provided to a VDN monitor for 
    every call that enters a vector via the monitored VDN.
    A Queue Event Re port  is provided every time a monitored call 
    successfully queues to a split, via queue to main, check backup, or 
    messaging split vector commands. Ad ditional queue events are provided 
    for the same split when queuing to the same split with a different priority.
    The Alerting Event report provides an indication that the call has been 
    delivered to an agent and dequeued from all splits to which calls have 
    been queued. A specific cause value is provided if the call alerts a 
    converse agent.
    A Busy Event Report for the call is sent when a busy vector command is 
    encountered.
    Direct Agent calls are not included or counted as part of the conditional 
    threshold checks (for example, oldest call waiting or numb er of calls in 
    queue) of the call vectoring commands (for example, Check Backup Split 
    and Goto Step).
    Third Party Make Call requests cannot have a VDN as the originator unless 
    EAS is enabled.
    A vector-controlled split could b e adjunct-controlled as well. If it is, the 
    more restrictive properties of each apply.
    A vector-controlled split is not mapped to an adjunct via administration, 
    unless it is also adjunct-controlled.
    A vector-controlled split (including an EAS skill) cannot be monitored. An 
    event notification request for a vector-controlled split is denied.
    VDN Return Destination does not take effect if the c all has Flexible Billing. 
    (If all parties but the calling party drop from a call with Flexible Billing and 
    VDN Return Destination, the call is drop ped .
    nCall Waiting
    The Call Waiting tone is used to alert an analog user when a Direct Agent 
    call is waiting.
    nCDR 
    Calls originated by the adjunct via the Third Party Auto Dial cap a bility or 
    Third Party Make Call cap a bility are marked with the condition c o de ‘‘B.’’ 
    Adjunct originated calls include calls originated by forcing the user 
    off-hook after a Third Party Auto Dial request or Third Party Make Call 
    request; calls originated by the user going off-hook and then requesting 
    Third Party Auto Dial or Third Party Make Call.
    Calls originated manually from a d omain-controlled station are not marked 
    with condition code ‘‘B.’’ 
    						
    							Feature Descriptions
    3-508Issue  3   March 1996 
    Starting with G3V4, for externally directed calls, the CDR record shows the 
    redirected-to numb er as the called number and the redirected extension 
    as the calling number.
    nClass of Restriction (COR)
    Third Party Make Call attempts are placed using the originator’s COR 
    (voice terminal’s or split’s). The COR associated with the adjunct’s link is 
    not used at all.
    For switch-c lassified calls, if the destination’s COR check fails, the call is 
    dropped. COR checking is not done for the originator of a 
    switch-classified call.
    A “Direct Agent Callin g”  field on the Class of Restriction form indicates 
    whether the user can originate and receive Direct Agent calls. If either the 
    originating or the destination p arty of a Direct Agent call does not have the 
    proper COR, the call is denied.
    In the case of adjunct routing, the COR of the associated VDN is used for 
    calling party restriction checks.
    nConference/Transfer
    When an agent is logged into an adjunct-controlled split, Conference and 
    Transfer can only b e done via the a gent’s data terminal, since the voice 
    terminal is locked.
    A voice station user is allowed to transfer or conference 
    monitored/controlled calls at their voice station using the switchhook 
    flashes or the Conference and Transfer buttons. The switch reports the 
    first switchhook flash or push of the Transfer or Conference button as a 
    Hold Event Report. When the conference or transfer operation completes 
    (second push of the Transfer or Conference b utton), the switch provides a 
    Call Conferenced or Call Transferred Event  Report containing a list of 
    parties active on the call.
    nConsult
    When the c overing user presses the Conference or Transfer feature b utton 
    and receives dial tone, a Hold Event Report is returned to all adjuncts 
    monitoring or controlling the call. The a djunct controlling the covering 
    user’s station receives a Call Initiated event when the covering user listens 
    to dial tone after pressing the Conference of Transfer b utton.
    A Call Initiated Event Report is then returned to the covering user’s 
    adjuncts. After the Consult button is pressed by the covering user, 
    Alerting and Connected Event Re ports are returned to the principal’s and 
    covering user’s a djuncts. The covering user can then conference or 
    transfer the call.
    nCoverage 
    						
    							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
    Issue  3   March 1996
    3-509
    Coverage timer. When a call is redirected, the coverage time for the 
    principal’s party is restarte d. Thus, a call may go to coverage (principal’s) 
    after being redirected.
    Don’t Answer Coverage (DAC) timer. If the DAC timer is assigned to the 
    agent receiving a Direct Agent call, and the call is redirected, the DAC 
    timer is cancelled. It is reset to the original value later.
    Redirection and Coverage Calls. If a call is alerting at the coverage point 
    and the alerting station is a station extension, the call may be redirected 
    via the Redirect Alerting Call feature,  provided the request specifies the 
    alerting extension, not the principal.
    Redirection and Caller Response Interval (CRI). If a call is redirected from 
    the principal d uring the CRI, the CRI timer is cancelled. The call then won’t 
    go to coverag e unless the new d estination doesn’t answer.
    Coverage/Redirection Tone. When a call is redirected, a redirection tone 
    is not played.
    nDistributed Communication Systems (DCS)
    Direct Agent calls cannot be ma de over a DCS link. The destination on a 
    Direct Agent call must be an internal ACD a gent extension.
    Third Party Make Call, Third Party Auto Dial, and Route Select requests 
    (excluding Direct Agent and switch-classified calls) can be placed over a 
    DCS network. They are treated like off-switch calls.
    CPN/BN is usually not provided unless the call is originated from within the 
    DCS network. When provided, it is the transparent DCS extension of the 
    originator.
    nDo Not Disturb
    Activation of this feature by an ACD agent only blocks personal calls from 
    terminating at the agent’s voice terminal. ACD calls (including Direct 
    Agent and Switch-Classified) are still d elivered to the ACD agent when 
    this feature is activated.
    nDrop Button Operation
    The operation of this b utton is not changed with CallVisor ASAI.
    When Drop is pushed by one party in a two-party call, the 
    Disconnect/Drop Event Report is sent with the extension of the p arty that 
    pushed button. The originating party receives dial tone and the Call 
    Initiated Event Re port is reported on its domain-c ontroller.
    When Drop is pushed by the controlling party in a conference, the 
    Disconnect/Drop Event Report is sent with the extension of the p arty who 
    was dropped off the call. This might be a station extension or a group 
    extension. A group extension is provided in situations when the last a dd e d 
    party to a conference was a group (for example, TEG, sp lit, and 
    announcement) and Drop was used while the group extension was still  
    						
    							Feature Descriptions
    3-510Issue  3   March 1996 
    alerting (or was busy). Since the controlling party does not receive dial 
    tone (it’s still connected to the conference), no Call Initiated Event Re port 
    is reported in this case.
    nExpert Agent Selection (EAS)
    For G3V2 only, EAS allows incoming calls to be routed to specialized 
    groups of agents within a larg er pool of agents. With EAS, a set of skills 
    are assigned to ACD agents based on their login identifiers (LoginIDs) 
    and to incoming calls based on the vector directory number (VDN) 
    associated with the calls. Incoming calls are d elivered to the appropriate 
    agent by matching the call’s assigned skills and the agent’s skills.
    When EAS is enabled all ACD hunt groups become Skill hunt groups and 
    all ACD agents become logical agents.
    Also for G3V2, two types of direct agents are sup p orte d:
    — Physical Direct Agent Calls
    Physical direct agent call are always available independently of 
    EAS. These calls can only be originated by an ASAI adjunct.
    — Logical Direct Agent Calls
    Logical Direct agent calls are only available when EAS is enabled. 
    Logical direct agent calls can be adjunct initiate d or voice terminal 
    initiate d and must be allowed by the originating and destination 
    stations’ class or restriction (COR).   Otherwise the call is treated as 
    a personal call to the specified agent.
    nExpansion Port Network (EPN)
    The Expansion Interface (EI) board makes it possible for CallVisor ASAIs 
    to terminate on an EPN as well as the Primary Port Network (PPN).  
    It is recommended that any CallVisor ASAIs that are critical to your 
    company’s business terminate on the PPN to enable the CallVisor ASAI to 
    remain operational in the event of a fiber link or EI failure. Further, 
    resources that are used by a critical CallVisor ASAI adjunct such as 
    classifiers, trunks, announcements, and agent ports should also home on 
    the PPN for the following reasons:
    — To keep these resources in service in the event of a fiber link or EI 
    failure; and
    — To minimize the amount of cross carrier traffic that could degrade 
    CallVisor ASAI response time and system p erformance.
    nForced Entry of Account Codes
    Switch-Classified Call attempts to trunk groups with Forced Entry of 
    Account Codes are denied. Ag ents logg e d into Adjunct-controlled splits 
    cannot enter account codes from their voice station.
    nHold 
    						
    							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
    Issue  3   March 1996
    3-511
    When an agent is logged into an adjunct-controlled split, Hold can be 
    invoked only from the agent’s data terminal. The adjunct must b e able to 
    invoke Third Party Selective Hold on behalf of a party. This party cannot 
    be an attendant, trunk, announcement, vector, or split.
    When the voice terminal is not locked, and the user has a monitored or 
    controlled call at the voice terminal, the user may place the call on hold 
    and reconnect it to the voice terminal any number of times. A hold event is 
    reported for calls placed on hold either via switch-hook flash, hold button, 
    or conference/transfer button. 
    						
    							Feature Descriptions
    3-512Issue  3   March 1996 
    nHot Line
    A Third Party Make Call request made on behalf of a voice terminal that 
    has this feature a dministered is denied.
    nHunt Groups
    Event notification requests are not allowed for hunt g roups (other than 
    ACD splits). Therefore, the call offered event is never sent for hunt g roups. 
    However, the queued event is sent for hunt groups when an 
    adjunct-monitored call queues at a hunt group.
    nInterflow
    When a monitored or controlled call interflows to another switch, adjunct 
    notification ceases except for trunk events (for example, Trunk Seized or 
    Drop).
    nIntraflow
    Direct Agent calls do not intraflow since they follow the agent’s coverage 
    path, rather than the sp lit’s.
    nISDN 
    The Third Party Auto Dial calls follow ISDN rules for the originator’s name 
    and number. The Call Initiated Event Re port is not sent for 
    en-bloc BRI 
    sets.
    nISDN-PRI Facilities
    ISDN-PRI Facilities may b e used by either inbound or outbound adjunct 
    monitored or controlled calls.
    An incoming call over an ISDN-PRI facility (if so provisioned by the 
    network) p rovides the calling and c alled party information which is passed 
    to the adjunct in the Event Re port and Route capabilities.
    An outgoing call over an ISDN-PRI facility provides call feedback events 
    from the network (Cut-through, Alerting, and Connected). Trunk Seized 
    Event Re port is not provid e d for outgoing calls using ISDN-PRI facilities.
    Switch-Classified calls always use a call classifier on ISDN-PRI facilities 
    whether the call is interworked or not.
    nLast Number Dialed
    The destination number of Third Party Make Call and Third Party Auto Dial 
    requests (except switch-classified call requests) is recognized as the last 
    number dialed for the originator of the adjunct controlled call. A user 
    pushing the last number dialed button originates a call to the number last 
    dialed on its behalf through a Third Party Make Call or Third Party Auto 
    Dial attemp t. A call originate d in this fashion is not adjunct-monitored.
    nLookahead Interflow
    For the receiving PBX, the Lookahead interflow information element 
    passed in the ISDN message is included in all subsequent call offered 
    Event Re port  and Route capabilities for the call when the information  
    						
    							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
    Issue  3   March 1996
    3-513
    exists. This information  element includes ANI information, if available, the 
    originally called VDN, but does not include any digits collected via call 
    prompting at the original switch.
    nMultiple Split Queuing
    When a call is queued in multiple splits/skill hunt groups, the ‘‘Party ID 
    Query’’ provides, in a d dition to the originator, only one of the s plit/skill hunt 
    group extensions in the party list. When the call is d e queued, the Alerting 
    Event Re port provides the split/skill hunt group extension of the alerting 
    agent. There are no other events provided for the s plits from which the call 
    was removed.
    A Queued Event Report is p rovided every time a monitored or controlled 
    call is queued to a split, or when the call requeues to the same sp lit at a 
    different p riority.
    nMusic-On-Hold
    Music-on-Hold (if administered and available) is provided to a call placed 
    on hold via the Third Party Selective Hold capability.
    nNight Service
    A controlled station can be a night service station. Direct Ag ent calls 
    directed to an agent on a split with night service activated redirect to the 
    night service extension, even if priority calling is requested.
    Switch-Classified calls delivered to an originating split with night service 
    activated, redirect to the night service extension.
    nPersonal Central Office Line (PCOL)
    Members of a PCOL may b e domain-controlled. PCOL b ehaves like 
    bridging for the purpose of CallVisor ASAI event reporting. When a call is 
    placed to a PCOL group, the Alerting Event  Report  is  provided to each 
    member’s domain-controller(s). The  called  number  information p assed in 
    the alerting message is the default station characters. When one of the 
    members answers the incoming call, the Connected Event Report is 
    provided with the station which answered the call. If another members 
    connects to the call, another Connected Event Report is provided. When a 
    member goes ‘‘on hook’’ but the PCOL itself does not drop from the call, 
    no event is sent b ut the state of that party changes from the connected 
    state to the b rid ged state. The Disconnect/Drop Event Re port is not sent to 
    each member’s domain-controller(s) until the entire PCOL drops from the 
    call as opposed to an individual member going on hook.
    Members that are not connected to the call while the call is connected to 
    another PCOL member are in the bridged state. When the only connected 
    member of the PCOL transitions to the held state, the state for all members 
    of the PCOL changes to the held state even if they were previously in the 
    bridged state. There is no event sent to the bridged user 
    domain-c ontroller(s) for this transition. 
    						
    							Feature Descriptions
    3-514Issue  3   March 1996 
    All memb ers of the PCOL may be individually domain-controlled. Each 
    receives appropriate events as applicable to the controlled station. Third 
    Party Call Control requests are not recommended. However, Third Party 
    Selective Hold, Third Party Merge, Third Party Reconnect, and Third Party 
    Selective Drop are not permitted on parties in the bridged state and may 
    also be more restrictive if the exclusion option is in effect from a station 
    associated with the PCOL.
    A Third Party Auto Dial or Third Party Make Call originate at the primary 
    extension number of a user. For a call to originate at the PCOL call 
    appearance of a primary extension, that user must be off hook at that call 
    appearance when the request is received.
    If a Party Query ID is requested while the PCOL is alerting or on hold, one 
    party member is reported for the group with the extension number 
    specified as the default extension.
    If a Calls Query is requested on an extension while the PCOL call is active, 
    only one call appearance is associated with the particular call identifier.
    nPriority Calling
    Third Party Make Call, Third  Party Auto Dial, and Route Select calls c an b e 
    requested as priority calls. If they are, the priority Call Coverage and 
    alerting rules a pply.
    Direct Agent calls can also have priority calling. In this case, the call 
    follows priority call rules for delivery to the destination. That is, calls are 
    delivered with three b ursts of distinctive ringing, and do not go to the 
    covering point for Call Coverage or Send All Calls.
    nPrivacy-Manual Exclusion
    Event Re ports are not provid e d to the a djunct when the station user 
    activates Privac y-Manual Exclusion causing other bridged users to be 
    dropped from the call (go to the bridged state). Bridged users that are not 
    allowed to brid ge into an existing call because the user has activate 
    Privacy-Manual Exc lusion cannot be bridged into the call using Third  Party 
    Control capabilities (like Third Party Answer or Third Party Reconnect).
    nQueue Status Indications
    Direct Agent calls are not included or counted in any Queue Status 
    Indications.
    nQueuing
    Direct Agent calls have priority over all non-Direct Agent calls in the split 
    queue. Each Direct Agent call occupies a queue slot from the maximum 
    length queue administered on the Hunt Group form.
    nRingback Queuing
    Calls originated via Third Party Make Call or Third Party Auto Dial requests 
    to a trunk supporting Ringback Queuing or routing are not allowed to 
    queue and a busy/reorder tone is provided to the caller. 
    						
    							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
    Issue  3   March 1996
    3-515
    nRedirection On No Answer (RONA)
    An ACD call delivered to an agent is redirected when a ‘‘no answer’’ 
    time-out limit is reached. In this case:
    — If the call requeues to the sp lit a Queued Event Report is 
    generated.
    — If the call is delivered to another agent, an Alerting Event Re port  is 
    generated.
    — If the call cannot be requeued, the caller continues to listen to 
    ringback and an Event Report is not generated.
    — Starting with G3V4, when a call is redirected from an agent with 
    RONA active, prior to the RONA timer expiry, the RONA timer is 
    cancelled.
    nSend All Calls
    If the d estination agent has Send All Calls activated, then Direct Ag ent 
    calls go to the agent’s coverage path.
    If priority calling is used, then the Direct Agent call does not go to the 
    agent’s coverage path and remains in the queue.
    Send All Calls can be activated/deactivated either manually or via the 
    Request Feature cap a bility.
    nService Observing
    Service Observing may only be initiated from the observer’s voice 
    terminal. Any type of monitored or controlled c all may b e service observed 
    as long as the service observing criteria are met.
    For a switch-classified call, the o bserver is bridged onto the connection 
    when the call is given to the monitored agent. The observer receives the 
    warning tone after the bridging is complete (provided the warning tone 
    option is administered).
    For a user-classified call, the observer is bridged onto the connection 
    when the d estination answers. When the d estination is a trunk with answer 
    supervision, the observer is bridged onto the call when actual far-end 
    answer occurs. When the destination is a trunk without answer 
    supervision, the observer is bridged onto the call after the trunk answer 
    supervision time-out event.
    nSingle-Digit Dialing And Mixed Station Numbering
    A call routed using the Route Select capability or initiated using the Third 
    Party Make Call or Third Party Auto Dial c a pabilities is p ermitted to use 
    single digit dialing.
    nSingle-Line Voice Terminals
    If a single-line voice terminal user (with Automatic Answer) is lo g ged into 
    an adjunct-controlled split and the user goes on-hook, the user is logg e d 
    out (regardless of the work mode). 
    						
    							Feature Descriptions
    3-516Issue  3   March 1996 
    For regular stations or ACD agents, third party call control may be used in 
    conjunction with switch-hook flash operations. Appropriate events are 
    reported. For simplicity, it is recommended that third party operations 
    should not be intermixed with manual ones.
    If a user-classified call is placed on behalf of a single-line voice terminal 
    user, the user must either be off-hook (and not busy on a call), or go 
    off-hook within five seconds of the call setup request. Otherwise, the call 
    origination fails.
    nSubnet Trunking
    Third Party Auto Dial Adjunct monitored or controlled calls are allowed to 
    use Subnet Trunking.
    nSupervisor Assistance
    This feature can be accessed in the conventional way from the voice 
    terminal if the voice terminal is not locked. In this case, the call is placed to 
    the switch-administered sp lit supervisor.
    If the voice terminal is locked (under adjunct c ontrol), this feature may only 
    be accessed via the adjunct. This feature may also b e accessed via the 
    adjunct for voice terminals that are not locked.
    nTemporary Bridged Appearances
    The o peration of this feature has not c hanged with CallVisor ASAI. There is 
    no event provid e d when a temporary bridged appearance is created at a 
    multifunction set. If the user is connected to the call (becomes active on 
    such an ap pearance), the Connected Event Re port  is  provided. If a user 
    goes on hook after having been connected on such an appearance, a 
    Disconnect/Drop Event Report is generated for the disconnected 
    extension (bridged appearance).
    If the call is dropped from the temporary brid ged appearance by 
    someone else, a Disconnect/Drop Event Report is also p rovided.
    Temporary bridged appearances are not supported with analog sets. 
    Analog sets get the Call Redirected Event Report when such an 
    appearance would normally be created for a multifunction set.
    The call state provided to queries on extensions with temporary bridged 
    appearances are bridged if the extension is not active on the call or 
    connected if the extension is active on the call.
    The Third Party  Selective Drop request is denied for a temporary brid ged 
    appearance which is not connected on the call.
    Starting with G3V4, temporary bridged appearances are not maintained at 
    a redire cting extension after the call has disconnected.
    nTerminating Extension Group
    Members of a TEG may be domain controlled. A TEG behaves similarly to 
    bridging for the purpose of CallVisor ASAI event reporting. If controlled 
    stations are memb ers of a terminating group, an incoming call to the  
    						
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