ATT DEFINITY Communications System Generic 3V4 Instructions Manual

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Value Queries for Logical Agent and Skill
Hunt Groups
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This scenario shows the Login Audit Query, ACD Agent Status Query, and
Extension Query for skill hunt group 4444 and logical agents 2345, 8766, and
6777 (see Figure A-9).  Logical agents 2345 and 8766 are logged into skill 4444
from stations 6666 and 9999, respectively. Logical agent 6777 is not logged in.
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Login_id 6777 Login_id...

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Host Switch
Value Query - Agent Login Audit
(domain=split 4444)
Value Query - Agent Status
Value Query Return Result
Value Query - Extension Query
(calling=2345)
Value Query Return Result
Value Query - Extension Query
Value Query Return Result
Comment
(domain=extension 6666, split=****)
(domain=login id 6666)
domain=login-id
Host requests login Audit for Skill 4444
Value Query Return Result
(talk state=idle,...

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4. Converse Vector Command
Interactions
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External Call to a VDN that has a Converse
Step that is Interrupted
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This scenario presents the call flow for an incoming ISDN PRI call for VDN 7000
that has a Converse vector command that can be interrupted (see Figure A-10).
The call comes into the VDN and gets queued to two splits, Split 6500 and Split
3400.  The converse vector command then sends the call...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
 
connected=6534)
Host Switch
Call Offered Event
(calling=908576-6362, called=9089577000, domain=VDN 7000)
Queued Event
Alert Event
Alert Event
Connect Event
Comment
(domain=split 3400)
Call Offered to VDN 7000
Queued Event
(calling=9085766362, called=9089577000, connected=5431,
(calling=9085766362, called=9089577000,
Drop Event
(domain=split 6500)
domain=split 1234, cause=in queue)
Connect Event
Alert Event
Connect...

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External Call to a VDN that has a Converse
Step that is not Interrupted
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This scenario presents the call flow for an incoming ISDN PRI call for VDN 7001
that has a converse vector command that is not interrupted (see Figure A-11).
The converse vector command passes both the ANI and the VDN number to the
VRU.  The VRU, after completing the session with the caller, sends the call back
to vector processing....

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
(event notif assoc)event notif assoc)
Host Switch
Call Offered to VDN 7001
(event notif assoc)
Alert Event
Alert Event
Connect Event
Connect Event
Comment
(connected=9876, cause=in queue, event notif assoc)
Call Offered to VDN 7001
Queued Event
(connected=9876, domain=split 1234, cause=in-queue,
Route End
(domain=1234, event notif assoc)
domain control assoc)
Drop Event
Route Request
Connect EventQueued in Conversant Split...

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5. Redirection On No Answer (RONA)
Interactions
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Call to Agent with RONAbbbbbbbbbbbbbbb
This scenario shows an incoming ISDN PRI call to VDN 7010 that is delivered to
extension 6534 in split 6500 (see Figure A-12). The call is not answered by the
agent at extension 6534 before the RONA timer expires. When the timer expires,
the call is requeued to split 6500 and delivered to agents station 6540.
In addition,...

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(connected=6540)
Host Switch
Offered Event
(domain=VDN 7010)
Queued Event
Alert Event
Queued Event
Alert Event
Comment
Call Offered to VDN 7010
Queued Event
(connected=6534)
Drop Event
Alert Event
Connect Event
Call Ended EventCall queues to Split 6500
(connected=6540)Call queues to Split 3400
Call delivered to extension 6534
RONA requeues call to Split 6500
Call delivered to extension 6540
Caller disconnects
Issue 4...

Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Direct-Agent Call with RONAbbbbbbbbbbbbbbb
This scenario presents the call flow for an incoming ISDN PRI call to VDN 8905
that gets routed, via direct-agent call, to extension 1234. The call is not answered
by the agent at extension 1234 before the RONA timer expires (see Figure
A-13). Because this is a direct-agent call, RONA will redirect the call to the
agents coverage path. Furthermore, the agents extension will be...

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DEFINITYAgent 
Extension
x1234
...
1. Adjunct Routing
2. Wait 4 Seconds
3. Adjunct Routing
4. Wait 4 Seconds
5. BusyVector R
VDN 8905 Incoming Call
call_id=57
1. Announcement 123
2. Collect 4 Digits
3. Route to Digits
4. Route to 0Vector M
VDN 9876
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Figure A-13.  Call Flow for a Direct Agent Call where RONA Timer Expires
Issue 4  September 1995  
A-53