ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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555-230-220
September
1995
DEFINITYÒCommunications
System
Generic 3V4
CallVisorÒASAI Technical Reference
       
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CopyrightÓ1993 AT&T All Rights Reserved
Printed in USA
Notice
While reasonable effort was made to ensure that
the information in this document was complete and
accurate at the time of printing, AT&T cannot
assume responsibility for any errors.  Changes
and/or corrections to the information contained in
this document may be incorporated into future
issues.
Your Responsibility for Your Systems
Security
Toll fraud is the unauthorized use of your
telecommunications system by an unauthorized
third party, for example, persons other than your
companys employees, agents, subcontractors, or
persons working on your companys behalf. Note
that there may be a risk of toll fraud associated with
your telecommunications system, and if toll fraud
occurs, it can result in substantial additional
charges for your telecommunications services.
You and your system manager are responsible for
the security of your system, such as programming
and configuring your equipment to prevent
unauthorized use.  The System Manager is also
responsible for reading all installation, instruction,
and system administration documents provided
with this product in order to fully understand the
features that can introduce risk of toll fraud and the
steps that can be taken to reduce that risk.  AT&T
does not warrant that this product is immune from
or will prevent unauthorized use of common-carrier
telecommunication services or facilities accessed
through or connected to it.  AT&T will not be
responsible for any charges that result from such
unauthorized use.
AT&T Corporate Security
Whether or not immediate support is required, alltoll fraud incidents involving AT&T products or
services should be reported to AT&T Corporate
Secuirty at 1 800 821-8235.  In addition to recording
the incident, AT&T Corporate Security is available
for consultation on security issues, investigation
support, referral to law enforcement agencies, and
educational programs.
AT&T Fraud Intervention
If you suspect you are are being victimized by toll
fraud and you need technical support or
assistance, call the GBCS Technical Service
Center Toll Fraud Intervention Hotline at 1 800 643-
2353.
Federal Communications Commission (FCC)
Statement
This equipment generates, uses, and can radiate
radio-frequency energy and, if not installed and
used in accordance with the instruction manual,
may cause interference to radio communications.
It has been tested and found to comply with the
limits for a Class A computing device pursuant to
Subpart J of Part 15 of FCC Rules, which are
designed to provide reasonable protection against
such interference when operated in a commercial
environment.
Operation of this equipment in a residential area is
likely to cause interference, in which case the user
at his or her own expense will be required to take
whatever measures may be required to correct the
interference.
Trademarks
DEFINITY, CallVisor, MultiQuest, and Vari-A-Bill
are registered trademarks of AT&T.
UNIX is a registered trademark of Novell in the
United States and other countries, licensed
exclusively through X/Open Company Limited.
Netware Telephony Services is a registered
trademark of Novell.
PassageWay Telephony Services is a trademark of
AT&T.
Ordering Information
Call:AT&T GBCS Publications Fulfillment Center 
Voice 1 800 457-1235
Fax 1 800 457-1764
International Voice.:  1 317 361-5353
International Fax:  1 317 361-5355
Write:AT&T GBCS Publications Fulfillment Center 
P.O. Box 4100
Crawfordsville, IN 47933
Order:Document No. AT&T 555-230-220
Issue 4, September 1995
Published by
GBCSystems Product Documentation Development Group
AT&T Bell Laboratories
Middletown, NJ 07748-1998
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Contents
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About This Documentxvii
Intended Audience xvii
Terminology xviii
Conventions Used in This Document xviii
Related Documents xix
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1ASAI and Capability Groups1-1
Introduction 1-1
Capabilities 1-3
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2ASAI and Supported Applications2-1
Introduction 2-1
Applications 2-2
Sample Applications 2-3
Inbound Call Management 2-5
Office Automation 2-12
Additional Configurations 2-16
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3Event Reporting and U-Abort Capabilities3-1
Introduction 3-1
Event Reports 3-2
U-ABORT 3-46
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4ASAI and Call Control4-1
Third Party Make Call 4-4
Third Party Make Call and Supported Call Types 4-7
Third Party Take Control 4-27
Third Party Selective Hold 4-30
Third Party Reconnect 4-33
Redirect Call 4-35
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Contents
Third Party Merge 4-38
Third Party Selective Drop 4-42
Third Party Relinquish Control 4-44
Third Party Clear Call 4-45
Third Party Send DTMF Signals (G3V4) 4-47
Third Party Call Ended 4-50
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5ASAI and Domain Control5-1
Domain (Station) Control Description 5-3
Domain Call Control Capabilities 5-4
Third Party Domain (Station) Control Request 5-5
Third Party Domain Control Request for ACD Split/
EAS Skill Domain 5-7
Third Party Answer 5-9
Third Party Selective Hold 5-12
Third Party Reconnect 5-14
Redirect Call 5-16
Third Party Merge 5-19
Third Party Selective Drop 5-22
Third Party Auto Dial 5-24
Third Party Relinquish Control 5-26
Third Party Send DTMF Signals 5-28
Third Party Domain Control Ended 5-30
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6Event Notification Capabilities6-1
Event Notification Request 6-2
Event Notification Cancel 6-4
Stop Call Notification 6-5
Event Notification Ended 6-7
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7ASAI and Call Routing7-1
Route 7-2
Route Select 7-5
Route End 7-9
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Contents
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8ASAI and Request Feature Capabilities8-1
Request Feature Capability Group 8-2
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9ASAI and Value Query Capabilities9-1
Value Query 9-2
Value Query Response 9-14
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10ASAI and Set Value Capabilities10-1
Set Value 10-2
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11ASAI Maintenance Capabilities11-1
Heartbeat 11-2
Suspend Alarms 11-3
Resume Alarms 11-5
Restart 11-6
Link Versions 11-6
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12ASAI and Feature Interactions12-1
Administration without Hardware (AWOH) 12-1
Analog Sets 12-2
Announcements 12-4
Answer Supervision 12-4
ARS/AAR 12-5
Attendants and Attendant Groups 12-5
Attendant Auto-Manual Splitting 12-6
Attendant Call Waiting 12-7
Attendant Control of Trunk Group Access 12-7
AUDIX 12-8
Authorization Codes 12-8
Automatic Call Distribution (ACD) 12-8
Automatic Callback on Busy/No Answer 12-11
Auto-Available Split 12-12
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Contents
BCMS Login IDs 12-12
Bridged Call Appearance 12-12
Busy Verification of Terminals 12-13
Call Coverage 12-13
Call Forwarding All Calls 12-15
Call Park 12-16
Call Pickup 12-16
Call Vectoring 12-17
Call Waiting 12-20
Class of Restriction (COR) 12-20
Class of Service (COS) 12-21
Conference 12-21
DCS 12-21
Direct Agent Calling 12-22
Do Not Disturb 12-27
Drop Button Operation 12-27
Duplication 12-28
Expansion Port Network (EPN) 12-28
Expert Agent Selection (EAS) 12-28
Facility Restriction Levels (FRLs) 12-34
Forced Entry of Account Codes 12-34
Hold 12-34
Hot Line 12-34
Integrated Services Digital Network (ISDN) 12-34
Last Number Dialed 12-34
Leave Word Calling 12-35
Lookahead Interflow 12-35
Multiple Split Queuing 12-35
Music On Hold 12-35
Personal Central Office Line (PCOL) 12-35
Primary Rate Interface (PRI) 12-36
Priority Calling 12-37
Privacy-Manual Exclusion 12-37
Ringback Queuing 12-37
Send All Calls (SAC) 12-37
Service Observing 12-38
Single-Digit Dialing and Mixed Station Numbering 12-38
Station Message Detail Recording (SMDR) 12-38
System Reports 12-39
Temporary Bridged Appearances 12-39
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Contents
Terminating Extension Group (TEG) 12-39
Timed Reminder 12-40
Transfer 12-41
Trunk-to-Trunk Transfer 12-41
Voice (Synthesized) Message Retrieval 12-41
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13ASAI-Ethernet13-1
Overview 13-1
Physical Connectivity 13-1
Administration 13-5
System Operation 13-6
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14Installation and Test for CallVisor ASAI14-1
Hardware Installation 14-1
Software Installation 14-2
CallVisor ASAI Link Administration 14-3
CallVisor ASAI Link Testing 14-6
AT&T Vendor Partners 14-6
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ACall Scenarios and ApplicationsA-1
1. Basic Application Call Scenarios A-2
2. Calls Across Multiple Switches A-24
3. Expert Agent Selection Interactions A-37
4. Converse Vector Command Interactions A-46
5. Redirection On No Answer (RONA) Interactions A-50
6. VDN in Coverage Path Interactions A-55
7. User Scenarios Ð User to User Information (UUI) A-62
8. User Scenarios Ð Connected IE for Non-ISDN Trunks A-66
9. User Scenarios Ð ASAI-Provided Dial-Ahead Digits A-67
10. User Scenarios Ð ASAI-Requested Digit Collection A-68
11. User Scenarios Ð VDN Return Destination A-69
12. ASAI Messaging Scenarios Ð VDN Return
Destination A-71
13. User Scenarios Ð Flexible Billing A-72
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Contents
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BASAI and Generic 3 Switch RequirementsB-1
Capacity Requirements and Constraints B-1
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GLGlossaryGL-1
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INIndexIN-1
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Figures
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2ASAI and Supported Applications
2-1. Single Link Ð Single Processor Configuration 2-1
2-2. Multiple Link Ð Single Processor Configuration 2-16
2-3. Single Link Ð Multiple Processors Configuration 2-17
2-4. Single Link Ð Gateway/Server Configuration 2-18
2-5. ASAI Integration with a VRU Configuration 2-19
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13ASAI-Ethernet
13-1. DEFINITY LAN Gateway System Assembly in a
DEFINITY Carrier 13-2
13-2. Cable Connectivity to the System Assembly 13-3
13-3. Overall System Connectivity 13-5
13-4. Relationship of Virtual BRI Ports, Brouter, and
DEFINITY LAN Gateway Clients 13-7
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ACall Scenarios and Applications
A-1. Multiple Switch Configuration A-24
A-2. Call Flow for Blind Transfer to Another Switch A-26
A-3. Call Flow for Consultation Transfer to Another
Switch A-28
A-4. Call Flow for Incoming Call to Lookahead Interflow
Vector A-31
A-5. Call Flow for a Transfer to a Lookahead Interflow
Vector A-34
A-6. Call Flow for Incoming Call to Skill VDN A-38
A-7. Call Flow for Incoming Call to Logical Agent
Transferred to Another Logical Agent A-40
A-8. Call Flow for Direct Agent Call to Logical Agents
Login ID A-42
A-9. Skill Hunt Groups and Logical Agents A-44
A-10. Call Flow for a Converse Step that can be
Interrupted A-46
A-11. Call Flow for a Converse Step that will not be
Interrupted A-48
A-12. Call Flow for a Call where RONA Timer Expires A-50
A-13. Call Flow for a Direct Agent Call where RONA Timer
Expires A-53
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Figures
A-14. Call Flow for an Agent who has a VDN in the Coverage
Path A-55
A-15. Call Flow for Call to a VDN with Announcement and
Routed to Another VDN A-57
A-16. Outgoing Call over Non-ISDN Trunk A-59
A-17. Call Flow for Outgoing ISDN Call that Traverses
a Non-ISDN Network A-60
A-18. Distributed ACD Configuration A-62
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