ATT DEFINITY Communications System Generic 3V4 Instructions Manual

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Reconfigurationbbbbbbbbbbbbbbb
Value Query-ACK (3 logged-in agents,
0 agents available, 21 calls in queue)
Value Query - ACD Split Status
(ACD split 1)
Call delivered to
agent
Call delivered to
agentRequest Feature-ACK
Request Feature - Change Work Mode
(A, auto-in)
Value Query-ACK
(idle, after call work)
Value Query - ACD Agent Status
(A)
Switch
Application request
status of ACD split 1 Application request
status of...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Incoming Call Monitoring and Manual
Conference Ð Station Monitoring
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Call Initiated Event Report (A)
Alerting Event Report (C)
Hold Event Report (A) User initiates
conference Agent and customer
talk
User conferences
all Users A and C
talk
User initiates
second call
Caller information
delivered to data
screen
Call Conferenced Event Report
(from=A, to=C, other=B)
User AnswersConnected Event Report (C) Call...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Screen-Based Dialing Ð Station Monitoringbbbbbbbbbbbbbbb
User terminates call
attempt
User selects
another destination
by entering the called
person name
Users A and C
talkUser updates directory
with new phone number
for B
User off-hook
Call status updated
Call status updatedUser listens to
intercept tone
User Answers
Call alerting
Call status updatedCall status updated 3rd Party Selective Drop-ACK
User dropped
Call...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Screened Transfer Ð Station Monitoringbbbbbbbbbbbbbbb
Call Initiated Event Report (A)
3rd Party Auto Dial (dest=C)
3rd Party Selective Hold (A)
3rd Party Selective Hold-ACK Call placed
on hold Agent and customer
talk
Users A and C
talkUser receives
dial tone
3rd Party Merge
(transfer)
3rd Party Merge-ACK
(from=A, to=C, other=B)
User requests
screened transfer
to C
User completes
transfer
3rd Party Domain Control
(domain=A)...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Call Coverage to Station Ð Station
Monitoring
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Caller disconnects
Update data screen
Coverage disconnects
Dropped Event Report (C)
Update data screen
Update data screen Connected Event Report (A)
Coverage and 
caller talkCoverage
alerts
Coverage Answers
Connected Event Report (C)
User disconnects
User
Terminal
AAdjunct
ProcessorSwitch
Call alerts
phone
User, coverage,
and customer
talk
User and caller
talk...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Call Coverage to AUDIX Ð Station
Monitoring
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Call Redirected Event Report
Caller information
delivered to data
screen
Alerting Event Report (A)
Request Feature-ACK
Call sent
to AUDIX
User requests
Send All Calls
(SAC)
Update data screen;
call redirected
Request Feature
(Activate SAC)
AUDIX
Coverage
Call alerts
phone
SwitchAdjunct
ProcessorUser
Terminal
A
AUDIX answers
Caller talks to
AUDIX
AUDIX disconnects...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Adjunct Routingbbbbbbbbbbbbbbb
Alerting Event Report (A)
Customer information
delivered to data
screen
Connected Event Report (A)Agent connects
Call delivered
to agent
Route Select
(dest=ACD Split)
Agent
Phone
A Customer
Phone
B
Adjunct Route command
encountered
Route Request (orig=B,
dest=VDN, collected digits)
Route End (cause=normal)
Agent
Terminal
A Agent
Terminal
CAdjunct
ProcessorSwitch
Queued Event Report
Call...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Message Desk Ð Incoming Callbbbbbbbbbbbbbbb
Play message to caller
Record message
Save recorded
message; turn-on
message waiting lamp
Call goes 
to coverage
Message
Phone
C
Call alerts
phone
SwitchMessage Desk
Adjunct
Message Desk
answers
Caller talks to
Message Desk
Message Desk
disconnects
Caller disconnects
MWI turned onSet Value (MWI On, A)
Set Value-ACK
Dropped Event Report (C) Dropped Event Report (B)
3rd Party Domain...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Message Desk Ð Message Retrieval via
Phone
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MWI turned offSet Value-ACK
Turn-off
message waiting lamp Set Value (MWI Off, A)
Message Desk
disconnectsConnected Event Report (C)
Message Desk
answers
Message Desk
AdjunctSwitch
User dials
Message Desk
Message
Phone
C
User disconnects
User A talks to
Message Desk.
.
.Accept Input Play message to caller Message Desk
alerts
User A calling message desk
directly to...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Message Desk Ð Message Retrieval via
Data Terminal
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Play message to user Play message to user
User listens to
recorded message
User listens to
recorded message
User requests another
voice mail message
User terminates
listening to
messages
Message
Phone
C
3rd Party Make Call
(dest=C, orig=A) User forced off-hook
(speakerphone on)
SwitchMessage Desk
Adjunct
Message Desk
answersConnected Event Report (C)
Message...