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ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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Page 321

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbb
SWITCH A
Vector J
1. Queue to Main
Split 3333
2. Wait 10 Secs
3. Announcement
4. Stop
VDN 5008Vector L
1. Queue to Main
Split 3999
2. Wait 30 Secs
3. Route to 1111
4. Goto Step 2
x4555
ACD Split
3999
...
ACD Split
3333
...
x4909
Incoming Call
call_id=33VDN 5678
call_id=55
ISDN PRI
VDN 1222Vector N
1. Queue to Main
Split 1444
2. Wait 30 Secs
3. Announcement
4. Goto Step 2
VDN 1111
SWITCH B
...
ACD...

Page 322

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
(Switch B) (Switch A)Host
Switch A Switch BHost
Event Notif Request (VDN=5678)
Event Notif ACK
Call offered
Queued Event
Hold Event
Incoming call
Agent puts call on holdEvent Notif Request (VDN=1111)
Event Notif ACK
Agent transfers call (blind) (VDN 5678 notif assoc)
Event Notif Request (VDN=1222)
Event Notif ACKEvent Notif Request (VDN=5008)
Event Notif ACK
(VDN 5678 notif assoc)
Alerting Event
(VDN 5678 notif assoc)...

Page 323

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
(Switch B) (Switch A)Host
Switch A Switch BHost
Call offered
(VDN 1111 event notif assoc)
Queued
(VDN 1222 event notif assoc)
Call Ended (VDN 1222 event notif assoc)
Drop
(VDN 1222 event notif assoc)
Announcement Step Causes ISDN PRI
Connect Message
Call delivered to station 1567
Alert
VDN 5008 event notif assoc
Connect
VDN 5008 event notif assoc
Drop
VDN 5008 event notif assoc
Call Ended Event
VDN 5008 event notif assoc...

Page 324

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
3. Expert Agent Selection Interactionsbbbbbbbb
This section presents call scenarios in the Expert Agent Selection Environment.
External Call to VDN, Answered by Logical
Agent, and Conferenced with Another
Logical Agent
bbbbbbbbbbbbbbb
This scenario shows an incoming non-ISDN call to VDN 5555 that queues to
skills 3333 and 4444 (see Figure A-6).  Logical agent 2345, logged in from
station 6666, answers the call and...

Page 325

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbb
DEFINITY
Vector K
(Skills 3333, 4444)
1. Queue to Main Skill 
2. Queue to Backup Skill
3. Announcement
Logical id 8766
x9999
call_id=45
...
Logical id 8766 Login_id 2345x6666Skill
4444
Skill
3333
...
Incoming Call
call_id=37VDN 5555
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Figure A-6.  Call Flow for Incoming Call to Skill VDN
A-38  Issue 4  September 1995

Page 326

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Host Switch
Event NotiÞcation Request
(CRV=78, VDN 5555)
Event Notif ACK
Feature Request-Login
Feature Request ACK
Call Offered Event
(called=5672035555, domain=VDN 5555)
Queued Event
Alerting Event
Connected Event
Drop Event
(connected=6666)
Call Ended Event
Comment
(extension 6666, user code=2345#9000)
(domain=split 3333)
(called=5672035555, connected=6666, domain=split 4444)
(called=5672035555, connected=6666)
Hold...

Page 327

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
External Call to a Logical AgentÂs Station
Transferred to Another Logical Agent
bbbbbbbbbbbbbbb
This scenario shows an incoming ISDN PRI call to a domain-controlled station,
6666 (see Figure A-7).  Logical agent 2345 (logged in from station 6666)
answers the call and transfers it to logical agent 8766 logged in from station
9999. Logical agent 3456 completes the transfer operation while the call is
queued for logical agent...

Page 328

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Host Switch
Domain Control Request
(domain=extension 6666, CRV=56)
Domain Control Request
Alert Event
Connect Event
(domain control assoc for 6666)
Hold Request
Hold ACK
Auto Dial
Transfer Event
(domain control assoc for 6666)
Connect Event
Comment
(domain=extension 9999, CRV=34)
(domain control assoc for 6666)
(called=8766, return ACK=yes)
Auto Dial ACK
Queued Event
Alert Event
(domain control assoc for 9999)
Incoming Call...

Page 329

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Direct Agent Call to Logical Agent Ð Make
Call to Login ID
bbbbbbbbbbbbbbb
This scenario shows the call flow for a Third Party Make Call from logical agent
2345 to logical agent 8766 (see Figure A-8).  Logical agent 2345 is logged in
from station 6666, and logical agent 8766 is logged in from station 9999.  Logical
agent 8766 is not available to receive the call and the call goes to the coverage
destination for login id...

Page 330

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
 
Host Switch
Make Call
(called=8766, calling=2345, return ACK=y)
Queued Event
Alert Event
Connect Event
(calling=6666, called=8766, connected=8900)Comment
(connected=6666)
Queued for logical agent 8766 Make Call ACK
(calling=6666, called=8766, connected=8900,
Call Ended OperationDrop Event
(connected=6666)
domain=split 9000)Call delivered to station 8900
Call connected to station 8900
Station 6666 disconnects
Issue 4...

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