ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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Busy Condition
For calls placed to off-PBX destinations, the busy results from the call classifier
detecting either precise or imprecise busy tones or the ``DISConnect/cause=user
busy (CS0/17 Ð User Busy) message returned by an ISDN-PRI facility.
A Third Party Call Ended is sent in these cases to the adjunct with cause value
CS0/17 Ð User Busy.
For calls placed to on-PBX destinations, the busy condition is the result of the
``busy internal feedback message.  Again, a Third Party Call Ended is sent to
the adjunct with cause value CS0/17 Ð User Busy.
Reorder Condition
For calls placed to off-PBX destinations, the reorder condition is from the call
classifier detecting either precise or imprecise network reorder tones, or receipt
of an ISDN ``progress or ``disconnect message with cause CS3/42  Ð
Denial/Reorder.  A Third Party Call Ended is sent to the adjunct (cause CS3/42
Ð Denial/Reorder).
For calls placed to on-PBX destinations, the reorder classification is the result of
the ``reorder internal treatment.  A Third Party Call Ended is sent with the
following cause: CS0/34 Ð No Circuit or Channel Available.
Other Conditions
When a switch-classified call is made to a destination that gives modem tone, the |
call is dropped (ended) with cause CS0/58 Ð Requested Bearer Capability not |
Available.
Switch-Terminated Call Conditions Prior to
Classification
Before a call is classified, some conditions will cause the switch to terminate the
call attempt:
No trunks available (none administered or none idle)
(cause CS3/20 Ð Trunks not available)
Attempting to use a Trunk Access Code (TAC) to access a PRI trunk (only
Automatic Alternate Routing/Automatic Route Selection [AAR/ARS]
feature access codes may be used to place a switch-classified call over a
PRI trunk) (cause CS0/21  Ð Call Rejected)
No classifiers available
(cause CS3/21 Ð Classifiers not available)
Resources not available (for example, time slots or association records)
Ð NAK/Return Error component (cause CS3/40  Ð Resources not
available)
Receipt of a RELease COMplete message from the adjunct
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Switch Operation for Switch-Classified Call
Setup
This section details the switch actions for each stage of call setup.
After the initial alert event is reported, the switch waits for the call to be classified
as answered or dropped.  The Alerting Event Report is sent to the adjunct only
for the first ringing occurrence.
If network answer supervision is received before the classifier detects answer,
the classifier is disconnected.  If the classifier detects the answer, any
subsequent network answer supervision indications are ignored.
2
After the answered event is reported (call answered at the called party), the
switch terminates the call at the originator specified in the Third Party Make Call
request.  Valid originators are ACD split extensions, hunt group extensions,
announcement extensions, or VDNs.
When the switch determines that the originator (ACD split) can accept the call,
the call is transferred to the ACD split (the sequencing is done internal to the
switch).  The event report sent to the adjunct depends on whether the call has
been delivered to an available agent/extension or has been queued.  If the call
drops prior to getting to the originator, the Third Party Call Ended Report is sent
to the adjunct.
If the call has been queued, the Queued Event Report is sent to the adjunct.
When the agent becomes available, the call is de-queued and an Alerting Event
Report followed by a Connected Event is sent containing the extension receiving
the call.
The Alerting and Call Connected Event Reports are sent to the adjunct when the
call is being delivered at a physical endpoint (agent/extension).  The Connected
Party number item and its extension are included in these event reports.  For
announcements, the connected party extension is the same as that specified for
the calling endpoint in the Third Party Make Call request.  For hunt groups and
splits, this is the member/agent extension receiving the call.
The Call Ended Event Report is sent to the adjunct when the call is dropped
because of a busy, reorder, denial, answer-back tone, or no-answer result.  A
separate Dropped Event Report is not sent for these outcomes.
If a SIT was detected, the call is either dropped (call ended message is sent with
cause=SIT value), or it is considered answered.  See Table 4-2 for definitions of
the SITs detected.
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2.  See Answering Machine Detection operation for G3V3 and later switch releases in this section.
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For G3V3 and later, an ASAI adjunct may request Answering Machine Detection
(AMD) for a switch-classified call.  If AMD is requested for a call, the receipt of
Network Answer Supervision or the ISDN CONNECT message is no longer
sufficient to classify the outcome of a call.  Further classification by the call
classifier is required.
If an answering machine is detected, a cause value is sent in either the
Answered or the Call Ended message to indicate such, and the call is either
dropped or connected. If the treatment selected is connect, an Event Report is
sent to the adjunct.  The treatment may be specified either system-wide or on a
per-call basis.
NOTE:
When AMD is requested on a switch-classified call, the reporting of the call
outcome is delayed because detection of voice energy is no longer
sufficient to classify a call, and further classification is required to
distinguish between a live answer and a machine answer.  However, the
maximum number of call classifiers required for switch-classified calls need
not be increased, since the increase in average holding time for call
classifiers is minimal (up to 2 seconds).  AMD uses the following Call
Classifiers: TN744B (or later), and TN2182.
For switch-classified calls, the COR of the ASAI link is used to determine
whether a call can be made to the destination indicated in the request.
Switch-Classified Call Originator
When the destination answers, the originator receives ringing.  If the originator
intraflows with priority, the new destination receives priority ringing. The
originator receives the zip tone if it is in auto-answer mode.
When the originator is a logged-in ACD agent, ACD call delivery rules apply.
When the originator is a station user (the call was delivered through a hunt
group, not an ACD split), normal alerting and call delivery take place.
If the originator has a display set, the display shows the destinations extension
(if the destination is internal), or the name of the trunk group (if the destination is
external).
With the OCM/EAS feature enabled, a VDN extension can be an originator for a
switch-classified call.  See the 
DEFINITY Communications System Generic 3
Call Vectoring/EAS Guide
, 555-230-520, for more information.
It is recommended that agents receiving switch-classified calls work in
auto-answer mode with headsets (administered with ``auto-answer on).
Switch-Classified Call Destination
If the destination is on-PBX, the user receiving the call will receive a priority ring
if it has been requested by the Third Party Make Call Request.
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If the destination has a display, the originating group (for example, the hunt
group) is displayed as the calling party.  This call cannot be picked up by a
pickup group user.
Negative Acknowledgement (NAK)
of a Switch-Classified Call
A Third Party Make Call (switch-classified) request is denied if:
The ``type field in the Domain IE (which codes the dest_route_select)
does not specify ``trunk (cause=CS0/100).
The switch cannot obtain a time slot or other internal resource
(cause=CS3/40).
The alert order is not specified as ``alert destination first
(cause=CS0/100).
The service circuit requested is not a call classifier (cause=CS0/100).
The calling number is neither a split nor an announcement extension
(cause=CS0/28).
An adjunct requests a Third Party Make Call with Answering Machine
Detection and AMD is not enabled (cause=CS0/50).
The request specifies that the call is to be direct-agent or supervisor-assist
as well as switch-classified (cause=CS3/80)
A service circuit is not requested for external calls (cause=CS0/96)
A Third Party Make Call (switch-classified) is dropped if:
The COR check for delivering the call has failed Ð Call Ended Event
Report (cause=CS0/21).
An answered call at the destination cannot be delivered because of a full
queue condition.  This condition is logged in the error log (CS3/22).
Once a switch-classified call is set up and connected to a station user, if the
station is not locked, the station user may control the call (for example, place on
hold, reconnect, transfer, conference, drop).  The adjunct may also control this
call using Third Party Call Control capabilities.  The association used for the
Third Party Make Call request by the adjunct is used for subsequent event
reporting and/or call control.
2. User-Classified Callbbbbbbbbbbbbbbb
This type of Third Party Make Call is used by many types of applications such as
Office Automation, Messaging, and OCM applications for Preview Dialing.  It is
defined as a call that is originated from a station with all Direct-Agent or
Supervisor-Assist call options turned off.  The call is set up by the adjunct on
behalf of a station extension (calling party) to an on- or off-PBX called endpoint.
The adjunct must provide the calling party origination and the called party
destination addresses.  Valid originators for this type of call include all station
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extensions.  Valid destinations are on-PBX extensions (including VDNs) and off-
PBX numbers.  All trunk types (including ISDN-PRI) are supported as facilities
for reaching called endpoints for outbound User-Classified calls.  Call progress
feedback messages are reported as events across the BRI ASAI interface.
Answer supervision and call classifiers are not used for this type of call.
Parameters for User-Classified Calls
This list contains the ASAI interface call parameters for User-Classified calls.
orig_addr[mandatory] Must be a valid station extension.
dest_addr[mandatory]  Must be a valid extension number or
off-PBX number.  An on-PBX extension may be a
station extension, VDN, split, hunt group, or
announcement extension. The dest_addr may include
TAC/ARS/AAR information for off-PBX numbers.
dest_route_select[optional] If present, it contains the TAC/ARS/AAR
information for off-PBX numbers, if they were not
present in the dest_addr.
priority_calling[optional] If present, a priority call is placed if the
destination is a local extension.  If the priority flag is
specified for an off-PBX destination, the call is denied.
The default is nonpriority.
max_ringsN/A (ignored)
direct_agent_callMust not be present
supervisor_assistMust not be present
alert_order[optional] If present must be NO (alert originator first)
It is recommended that this item not be present.
service circuitMust not be present
return_ack[optional] If this parameter is present, it indicates that
the switch should return an acknowledgement to the
request.  If this parameter is not present, then the
switch does not return an acknowledgement.
uui_info[optional] UUI received in a successful Third Party
Make Call on the ASAI link is stored by the switch
with the call for the life of the call or until overwritten
due to a later UUI IE associated with the call.
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UUI from a Third Party Make Call will be sent in any
ISDN PRI setup for the call, in the Alerting and Call
Offered Event Reports, and in a Route Request, if
one is made.
Call Classification for User-Classified Calls
All call-progress audible tones are provided to the originating user at the calling
endpoint (except that user does not hear dial tone or touch tones).  Call progress
feedback is sent to the adjunct in event reports.  For OCM preview dialing
applications, final call classification is done by the station user staffing the
originating set (who hears call progress tones and manually records the result).
Switch Operation for User-Classified Call Setup
Before trying to set up the call, the switch validates the field/options consistency.
It then attempts to originate the call for the originating user on behalf of the
extension specified in the originating address (orig_addr) call parameter.
Once the call is successfully originated, the switch does not drop it regardless of
outcome.  The only exception is the denial outcome which results in the intercept
tone being played for 30 seconds, after which the call is disconnected.  The
normal audible feedback is provided to the originating station user.  It is then up
to the originating station user or application to drop such calls (either by going
on-hook or via a Call Control request).  For example, if the adjunct places a call
to a busy destination, the originator will be busy until he or she normally drops or
until the adjunct sends a Call Control command to drop the call.
Once set up, either the station user or adjunct may control this call.  The adjunct
may then use the association used for the Third Party Make Call request to
control the call.
User-Classified Call Originator
For the originator to place the call, the originators set (display or voice) must
have an available call appearance for origination and must not be in the talking
(active) state on any call appearances.  The originator is allowed to have a call(s)
on hold or alerting at the set.
The originator may go off-hook first, and then issue the Third Party Make Call
request.  The switch originates the call on the call appearance with dial tone.
If the originator is off-hook busy, the call cannot be placed and the request is
denied (NAK/Return Error component, cause=CS0/17 Ð User busy).  If the
originator is unable to originate for other reasons, the switch denies the request.
See ``Negative Acknowledgement of a User-Classified Call later in this chapter
for more detail.
After dialing is completed, the calling endpoint hears call progress tones (but not
dial tone or touch tones).  If the call was placed to a VDN extension, the calling
endpoint hears whatever has been programmed for the vector associated with
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that VDN.  If the calling endpoint has a display set, the display shows the called
endpoints extension and name (if the called endpoint is on-PBX), or the name of
the Trunk Group (if the called endpoint is off-PBX).
Originators may be ACD agents in various work modes.
User-Classified Call Destination
If the destination is an on-PBX station user, the user receiving such a call
receives alerting (according to whether the call was priority or not).  Normal
display interactions apply for destinations with displays.
When the destination is a logged-in ACD agent or an ACD split, ACD call delivery
rules and display features apply.  A User-Classified call whose destination is an
ACD agents extension is delivered to that ACD agent like a personal call.
When the destination is a VDN extension, vector processing rules apply.
Announcement destinations are treated like on-PBX station users.
The station user receiving the call is alerted according to the call type (ACD,
priority, or normal).  Call delivery depends on the call type, station type, station
administered options (for example, manual/auto answer or call waiting), and
stations talk state.
For example, for an ACD call, if the user is off-hook idle and in auto-answer
mode, the call is cut-through immediately.  If the user is off-hook busy and has a
multifunction set, the call alerts a free call appearance.  If the user is off-hook
busy and has an analog set and the user has ``call waiting or this is a priority
call, the analog station user is given the ``call waiting tone.  If the user is
off-hook busy on an analog set and does not have ``call waiting, the calling
endpoint hears busy.  If the user is on-hook, alerting is started.
If an ASAI adjunct provides UUI in a Third Party Make Call, then the switch
stores that UUI with the call for the life of the call or until overwritten due to a
later UUI IE associated with the call.
Negative Acknowledgement of a User-Classified
Call
A User-Classified Third Party Make Call request is denied (NAK/Return Error
component) if the call fails before it is attempted in the following cases:
The originator does not go off-hook within five seconds after originating
call (and cannot be forced off-hook) (cause=CS0/18)
The originator is out-of-service (cause=CS3/27)
The originator is busy on one call appearance in talking state
(cause=CS0/17)
The originator has ``hot line administered (cause=CS0/58)
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The call could not be originated because of lack of resources
(cause=CS3/40).
A UUI Information Element longer than 32 bytes was received
(cause=CS0/100).
The originator is not a valid station extension (cause=CS0/28)
A service circuit is requested (cause=CS3/80)
Answering Machine Detection is requested (cause=CS3/80)
A call placed to a called endpoint whose COR does not allow the call to end will
return intercept treatment to the calling endpoint and the Reorder event with
cause CS0/21 (call rejected).
3. Direct-Agent Callbbbbbbbbbbbbbbb
The direct-agent call is set up between a station user and an ACD agent logged
into a specified split by using the Third Party Make Call capability.
A direct-agent call may also be placed via adjunct routing of an incoming call
directly to a specified agent (see Chapter 7, ``Routing Capability Group for more
information).
This type of call may be used by incoming call (ICM) applications whenever the
application decides that the customer should talk to a specific ACD agent, not
just any one in the pool.  The adjunct must specify (either via table lookup or by
accepting digits from the keyboard) the split extension the called endpoint ACD
agent is logged into.  Direct-agent calls can be tracked by Call Management
Service (CMS) through the split measurements.
Valid originators for this type of call are all station extensions.
NOTE:
Another type of direct-agent call known as a Logical Direct Agent call is
only available when the Expert Agent Selection (EAS) feature is enabled.
See the Expert Agent Selection section of Chapter 12, ``Feature
Interactions for detailed information.
Parameters for Direct-Agent Calls
This section contains the ASAI interface call parameters for direct-agent calls.
All parameters are the same as those listed for user-classified calls with the
exception of the called endpoint.
orig_addr[mandatory] Valid calling endpoints (originators) for
direct-agent calls are station extensions.
dest_addr[mandatory] Valid destinations (called endpoints) are ACD
agent extensions.
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split_paramMust be present and contain a valid split extension;
dest_addr must be logged into this split.
priority_calling[optional] If present, originates the call as a priority call.  If
not present, it defaults to nonpriority.
max_ringsN/A (Ignored)
direct_agent_callMust be present
supervisor_assistMust not be present
uui_info[optional] The switch supports receiving UUI in the Third
Party Make Call request from the adjunct.  If an ASAI
adjunct provides UUI in a Third Party Make Call, then the
switch stores that UUI with the call.
UUI from a Third Party Make Call will be sent in any ISDN
PRI setup for the call, in the Alerting and Call Offered
Event Reports, and in a Route Request, if one is made.
alert_orderMust not be present
service_circuit(classifier) Must not be present
return_ack[optional] If this parameter is present, it indicates that the
switch should return an acknowledgement to the request.
If this parameter is not present, then the switch does not
return an acknowledgement.
Call Classification
All call-progress, audible tones are provided to the originating user (except that
user does not hear dial tone or touch tones).  Call progress tones are reported to
the adjunct as events.  For OCM preview dialing applications, final call
classification is done by the station user staffing the originating set (who hears
the call progress tones and manually records the result).
Switch Operation for Direct-Agent Call Setup
The switch attempts to set up the call for the extension specified in the orig_addr.
Once the call is successfully originated, the switch does not drop it regardless of
outcome.  The only exception is the denial outcome which results in the intercept
tone being played for 30 seconds, after which the call is disconnected.  The
normal audible tone is provided to the originating station user.  It is then up to the
originating station user to drop such calls (either by going on-hook or via a third-
party request).  For example, if the adjunct places a call to a busy destination,
the originator will be busy until he or she normally drops or until the adjunct
sends a Call Control command to drop the call.
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Direct-Agent Call Originator
In order for the call to be placed, the calling endpoints voice set must have an
available call appearance for origination and must not be in the talking state on
any of the other call appearances.  The calling endpoint is allowed to have a call
on hold.
The originator may go off-hook first, and then issue the Third Party Make Call
request.  The switch will originate the call on the call appearance with dial tone.
If the originator is off-hook busy, the call is not placed and the request is denied
(NAK/Return Error cause=CS0/17 Ð User busy).
If the calling endpoint is unable to originate, the switch also denies the request
(cause=CS0/18 Ð No user responding).
If the originator is on-hook and has a speakerphone, the speakerphone is forced
off-hook and the call is originated.
After dialing is completed, the calling endpoint hears call progress tones (for
example, alerting or busy).
Direct-Agent Call Destination
If the destination has a display set, the display shows the specified splits name
and extension.
If the destination ACD agent has a display, the display shows the name of the
originator and the name of the specified split.
Once this call is set up, either the station user or the adjunct may control it.  The
adjunct must specify the association used in the Third Party Make Call capability
when requesting other Call Control capabilities.
The switch supports receiving UUI in the Third Party Make Call request from the
adjunct.  If an ASAI adjunct provides UUI in a Third Party Make Call, then the
switch stores that UUI with the call.
Negative Acknowledgements of a Direct-Agent
Call
A Direct-Agent Third Party Make Call request is denied (NAK/Return Error
component) in the following cases:
split_param is not present (CS0/96)
split_param option does not contain a hunt group extension (CS0/100)
split_param contains an invalid hunt group extension (CS0/28)
Originating address is not a station extension (CS0/28)
Destination address is not a station extension (CS0/28)
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