ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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Direct-Agent Calls
For queued direct-agent calls, if the called destination agent has an analog set
and is on-hook, the agent is notified with a ring ping; if the destination agent has
an analog set and is off-hook and active on a call, the agent is notified with a call
waiting tone regardless of the ``Call Waiting Indication option for the set.  If the
agent has an analog set and is off-hook but not active on a call, the agent does
not receive audible notification for the direct-agent call.
An analog set cannot switch between a soft-held call and an active call from the
voice set.  However, with ASAI, this is possible by placing the active call on hard
hold and retrieving the soft-held call.
Announcementsbbbbbbbb
An Automatic Call Distribution (ACD) split forced first or second announcements
and vector announcements do not generate event reports for the adjunct.
However, nonsplit announcements generate events that are sent to other parties
on the call.
Extensions assigned to integrated announcements may not be
domain-controlled.  The Third Party Make Call, Third Party Auto Dial, or Route
Select capabilities may specify integrated announcement extensions as
destination endpoints.
Answer Supervisionbbbbbbbb
The ``answer supervision timeout field determines how long the central office
trunk board waits before sending the (simulated) ``answer message to the
software.  This is useful when answer supervision is not available on a trunk.
This message is used to: 1) send call information to Station Message Detail
Recording (SMDR), 2) trigger the bridging of a service observer onto an outgoing
trunk call, and 3) send a Connected Event Report for outbound calls placed on
non-ISDN trunks.  This message is ignored if the trunk is expected to receive
true answer supervision from the network (the switch uses the true answer
supervision whenever available).  Adjunct-monitored calls are treated like regular
calls.
With respect to switch-classified calls, when the ``answer supervision field is set
to ``no, the switch relies entirely on the call classifier to determine when the call
was answered.  When answer supervision on the trunk is set to ``yes, a switch-
classified call is considered ``answered when the switch software receives the
``answer message from the trunk board.  In reality, switch-classified calls may
receive either an ``answer message from the trunk board or (if this never comes)
an indication from the classifier that the far end answered.  In this case, the
switch acts on the first indication received but not on any subsequent indications.
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ARS/AARbbbbbbbb
The ARS/AAR features do not change; they are accessible by ASAI adjuncts
through Third Party Make Call, Third Party (Domain) Auto Dial, and Route Select
requests.  However, it is recommended that in situations where multiple
applications use ARS trunks, ARS Routing Plans be administered using
partitioning in order to guarantee use of certain trunks to the ASAI adjunct.  Each
partition should be dedicated to a particular application.  However, this is not
enforced by the switch.
When ARS/AAR is used, if the adjunct wants to obtain trunk availability
information, it must query the switch about all trunk groups in the ARS partition
dedicated for that application.  The adjunct may not use the ARS/AAR code in
the query to obtain trunk availability information.
When using ARS/AAR, the switch does not tell the adjunct which particular trunk
group was selected for a given call.
Care must be given to the proper administration of this feature, particularly the
FRLs.  If these are not properly assigned, calls may be denied despite trunk
availability.
The switch does not attempt to validate the ARS/AAR code prior to placing the
call.
ARS must be subscribed if outbound calls are made over ISDN-PRI facilities.
Attendants and Attendant Groupsbbbbbbbb
Individual attendants may be parties on adjunct-monitored calls and are
supported like regular station users (all events are reported).
The attendant group is not supported with Third Party Make Call.  It may never
be specified as the originator and in some cases cannot be the destination.
An attendant group may be a party on an adjunct-monitored call, but the Alerting,
Connected, and Disconnect/Drop Event Reports do not apply.
An attendant group extension cannot be a station domain.
An individual attendant extension number cannot be a station domain, but it can
be a destination for a call originated from a station domain (event reports are
sent about the individual attendant that is the destination for the call).
See Attendant Control of Trunk Group Access that follows.
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Attendant-Specific Button Operationbbbbbbbbbbbbbbb
This section clarifies what events are sent when the attendant uses buttons
specific to an attendant console.
Hold button
If an individual attendant presses the hold button and the call is monitored
or controlled, the Hold Event Report is sent to the corresponding
association.
Call Appearance button
If an individual attendant has a call on hold, and the call is controlled
and/or monitored, then the Reconnected Event Report is sent on the
corresponding associations.
Start button
If a call is present at an attendant and controlled and/or monitored, and
the attendant presses the start button, then the call is put on hold and a
Hold Event Report is sent on the corresponding associations.
Cancel button
If a call is on hold at the attendant and the attendant presses the start
button, putting the previous call on hold, and either dials a number and
then presses the cancel button, or presses the cancel button right away,
the call that was originally put on hold is reconnected and a Reconnected
Event Report is sent to the association monitoring and/or controlling the
call.
Release button
If only one call is active and the attendant presses the release button, the
call is dropped and the Disconnect/Drop Event Report is sent to the
association monitoring and/or controlling the call.  If two calls are active at
the attendant and the attendant then presses the release button, the calls
are transferred from the attendant and a Call Transferred Event Report is
sent to the association monitoring and/or controlling the calls.
Split button
If two calls are active at the attendant and the attendant presses the split
button, the calls are conferenced at the attendant and a Call Conferenced
Event Report is sent to the associations controlling and/or monitoring the
calls.
Attendant Auto-Manual Splittingbbbbbbbb
If an individual attendant receives a call with active domain-control associations,
and then activates the Attendant Auto-Manual Splitting feature, a Hold Event
Report is returned to the associations controlling the extensions adjunct. The
next event report sent depends on what button the attendant presses on the set
(CANCEL = Reconnect, SPLIT = Conference, RELEASE = Transfer).
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Attendant Call Waitingbbbbbbbb
Calls that provide event reports over domain-controlled associations and are
extended by an attendant to a local, busy, single-line voice terminal generate the
following event reports:
Hold When the incoming call is split away by the
attendant
Connect When the attendant returns to the call
The following events are generated if the busy station does not accept the
extended call and its returns.
Alerting When the call is returned to the attendant
Connect When the attendant returns to the call
Attendant Control of Trunk Group
Access
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Third Party Make Call capability with the alert_order option (switch-classified
calls) and Route Select capability requests cannot be offered to a Trunk Group
with active attendant control.  In this case, the call is terminated and a negative
acknowledgement (NAK) is sent to the adjunct.
Calls that provide event reports over domain-controlled associations can access
any Trunk Group controlled by the attendant.  The attendant is alerted and
places the call to its destination.
User-classified calls and forwarded supervisor-assist or direct-agent calls may
terminate on trunks controlled by the attendant.  Active-notification calls are also
allowed to terminate on such trunks.  Trunks seized for switch-classified Third
Party Make Calls must not have attendant control activated.  If they do, such
calls are denied (cause CS0/21).  For adjunct-routed calls, if the route select
capability attempts to route to such a trunk, the step fails (cause CS0/21) and is
skipped.
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AUDIXbbbbbbbb
Calls that cover to AUDIX do not maintain a simulated bridge appearance on the
principals station.  (This is true unless DEFINITY AUDIX is operating without a
DCIU link. In this case, the simulated bridge appearance is maintained.)  The
principal receives audible alerting followed by an interval of coverage response
followed by the call dropping from the principals set.  When the principal
receives alerting, the Alerting Event Report is sent.  When the call is dropped
from the principals set because the call went to AUDIX coverage, the Call
Redirected Event Report is sent.
Authorization Codesbbbbbbbb
The switch negatively acknowledges (NAKs) (Call Rejected CS0/21) any Third
Party Make Call capability for a switch-classified call requiring authorization
codes.  For all other controlled or active-notification calls, the originator is
prompted for authorization codes.
Automatic Call Distribution (ACD)bbbbbbbb
Agents in Adjunct-Controlled Splitsbbbbbbbbbbbbbbb
Adjunct-controlled splits are ACD splits administered to be controlled by a single
adjunct.  Agents logged into adjunct-controlled splits have their voice set locked
and must use Call Control and Request Feature capabilities to access telephony
and ACD support features. Adjunct-controlled splits may not receive any
nonadjunct-monitored calls;  these are given a busy tone if they try to terminate
at such splits.
When the ASAI link is down, adjunct-controlled splits behave like
nonadjunct-controlled splits.  Agents logged into such splits when the link is down
have their voice sets unlocked without being logged out.  When the ASAI link is
restored, adjunct-controlled splits return to being adjunct-controlled, and agents
voice terminals become locked again.
Adjunct-controlled splits may also be vector-controlled.  Splits that are both
adjunct-controlled and vector-controlled have all the properties of both.  Where
there is conflict, the more restrictive property applies.  For example, an agent
logged into such a split cannot log into any other split; such an agent has the
voice set locked.  Nonadjunct-monitored calls are not allowed to terminate at
such split.
An Event Notification request is denied (cause CS3/63) if the domain is an
adjunct-controlled split.
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Agents in Multiple Splitsbbbbbbbbbbbbbbb
An agent cannot be logged into multiple splits if that agent is logged into an
adjunct-controlled split.
When an agent is logged into multiple splits, all direct-agent calls destined for the
agent are serviced before all nondirect-agent calls in all splits. When there is
more than one split with direct-agent calls waiting for the same agent, then the
direct-agent call with the longest queue waiting time is serviced first.
Agent Status Displaysbbbbbbbbbbbbbbb
The agent status lamps reflect the agents current work mode, whether it was
updated via the telephone set or via call control requests.
Announcementsbbbbbbbbbbbbbbb
Announcements played while a monitored call is in a split queue or as a result of
an announcement vector command create no event reports.  Calls made directly
to announcement extensions have the same event report sent to the adjunct as
calls made to station extensions.  In either case, no Queued Event Report is sent
to the adjunct.
If a vector routes a call to an announcement extension via the route to vector
command, or if the Route Select capability routes a call to an announcement
extension, event reports equivalent to station extensions are sent to the adjunct
(assuming the call is an adjunct-monitored call).
If a user is hearing an announcement via an announcement vector command
and a valid Route Select is returned, the announcement is stopped, but because
this is an announcement while in vector processing, there are no event reports
sent to the adjunct.
Assist/Supervisor Assistbbbbbbbbbbbbbbb
This feature can be accessed in the conventional way from the voice set if the
set is not locked.  In this case, the call is placed to the switch-administered split
supervisor.
If the set is locked (under adjunct control), this feature may only be accessed via
the adjunct.  This feature may also be accessed via the adjunct for sets that are
not locked.  It is initiated when the adjunct requests a Third Party Make Call with
the assist flag set.  The adjunct provides the supervisor extension.  See Chapter
3 for interactions with other fields in the Third Party Make Call Request.
Whenever the ``supervisor-assist option is set in a Third Party Make Call, this
call is measured by CMS in the same manner as the ACD ``assist call (provided
the agent is logged into that split).
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Automatic Answeringbbbbbbbbbbbbbbb
For direct-agent calls, receiving agents with automatic answering receive the
single zip tone when the call is delivered, as in the case with regular ACD calls.
Interflowbbbbbbbbbbbbbbb
This occurs when a split redirects all calls to another split on another PBX by
activating off-premises call forwarding.  This can also be done by vectoring with
the route to numbers command to a destination off the PBX.
When an adjunct-monitored call interflows, adjunct notification ceases except for
the Trunk Seized (for a non-PRI trunk) and Trunk Disconnect/Drop Event
Reports.
Switch-classified calls can be interflowed but no call classification is done since
the original call was to a local extension.  The originator of the
switch-classified calls should not be interflowed, since the adjunct would no
longer be able to control the call.
Intraflowbbbbbbbbbbbbbbb
This occurs when a call is redirected from one split to another split within the
same PBX by following the splits coverage path.  When an adjunct-monitored
call intraflows, it retains the adjunct-monitored call status.  Switch-classified calls
can also be intraflowed.
Also, this occurs when a call is directed from one split to another by: 1) following
the splits coverage path, 2) Call Forwarding, or 3) Call Vectoring via
Queue-to-Main steps or Check Backup Split steps.
Note that the direct-agent call does not intraflow since it follows the agents
coverage path rather than the splits.
Night Servicebbbbbbbbbbbbbbb
Third Party Make Calls to splits in night service go to night service.  A switch-
classified Third Party Make Call originated from a split with the Night Service
feature active is delivered to the night service extension.  Calls in queue when
this feature is activated remain in queue.  The Call Offered to Domain Event
Report is sent when a call that is not an adjunct-monitored call enters an ACD
split (not adjunct-controlled) with active notification and also has night service
active.
Direct-agent calls are routed to the hunt groups night service extension if night
service was activated for the specified split, even if the priority calling option is
enabled. This is the same as regular ACD calls.
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Queue Status Displays/Indicationsbbbbbbbbbbbbbbb
Adjunct-monitored calls (except direct-agent) are included in all existing
measurements affecting queue status display and buttons.
Direct-agent calls are not included in any of the existing measurements affecting
queue status displays and buttons.
Service Observingbbbbbbbbbbbbbbb
An adjunct-controlled or adjunct-monitored call can be service-observed provided
that service observing is originated from a voice terminal and the service
observing criteria is met.  A Connected Event Report is generated every time
service observing is activated for an adjunct-monitored call.  A Disconnect/Drop
Event Report is generated when the observer disconnects from the call.
For a switch-classified call, the observer is bridged on the connection when the
call is given to the service observed party.  Unlike the ACD operation, the
observer receives the warning tone 
after the bridging is complete (provided the
warning tone option is administered system-wide).
For a user-classified call, the observer is bridged on the connection when the
destination answers.  When the destination is a trunk with answer supervision
(includes PRI), the observer is bridged on when actual far-end answer occurs.
When the destination is a trunk without answer supervision, the observer is
bridged on after trunk cut-through (timeout) event.
Applicable events are ``connected (when the observer is bridged on) with the
observers extension, and ``dropped when the observer drops from the call.  In
addition, the observer may manipulate the call via Call Control requests to the
same extent as via the station set.
Automatic Callback on Busy/No
Answer
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This feature cannot be activated by the adjunct over the ASAI interface.
This feature can be activated by a controlled station user. The callback appears
as an incoming call to the controlled station association having the same call_id
as the call which had been queued on busy.  This call may not be redirected via
ASAI Redirect Call.  If Automatic Callback is activated after Redirect Call, it will
still apply to the principal, not the currently alerting party.
Switch-classified calls and adjunct-routed calls are not allowed to queue on busy
Trunk Groups or stations.
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Auto-Available Splitbbbbbbbb
Auto-available splits are designed to keep agents logged in and available at all
times.  Consequently, ASAI agent login, logout, and change work mode requests
are disallowed for agents in auto-available splits.
The switch denies (NAKs with cause CS3/41 Ð Split not Administered Correctly)
any request from the adjunct to:
A. Change the work mode of a member of an auto-available split
B. Log out any member of an auto-available split.
An auto-available split can be a notification domain and members of
auto-available splits (agents) can be domain-controlled stations.  Auto-available
splits may be administered as adjunct-controlled splits; however, in such a
configuration, adjunct requests to log in, log out, or change work mode for an
agent are denied with cause value CS3/41.
BCMS Login IDsbbbbbbbb
In an Internally Measured Data Query for data collected on an agent, the agent
ID (specified in a domain IE) must be a BCMS login ID.  Also, the address type
in that domain IE must have the new codepoint indicating a BCMS login ID (001,
0011).  However, the domain IE that indicates the query is for Internally
Measured Data (type has codepoint 001, 0100) still has the codepoint (000,
0011) that specifies the query is about an agent.
If an Internally Measured Data query requests an agents extension, the BCMS
login ID is the value returned.
Bridged Call Appearancebbbbbbbb
A Domain Control station can have a bridged appearance(s) of its primary
extension number appear at other stations.  For bridging, event reports are
provided based on the internal state of bridging parties with respect to the call.
A call to the primary extension number alerts both the principal and the bridged
appearance.  Two or more ``alerting events are triggered, one ``alerting for the
principal, and one ``alerting for each of the bridged appearances.
Two or more ``connected events may be triggered, if both the primary extension
number and the bridged appearance(s) pick up the call.  When the principal or
bridging user goes on-hook but the bridge itself does not drop from the call, no
event report is sent but the state of that party changes from the connected state
to the bridged state.  When the principal or bridging user reconnects, another
Connected Event Report is sent.  A Drop Event Report is triggered for the
principal and each bridged appearance when the entire bridge drops from the
call.
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Members that are not connected to the call while the call is connected to another
bridge member are in the ``bridged state.  When the only connected member of
the bridge transitions to the held state, the state for all members of the bridge
changes to the held state even if they were previously in the bridged state.
There is no event sent to the bridged user association for this transition.
Both the principal and bridging users may be individually domain-controlled.
Each receives appropriate events as applicable to the controlled station.
However, event reporting for a member of the bridge in the held state is
dependent on whether the transition was from the connected state or the bridged
state.
Call Control requests work normally if invoked over the station domain,
regardless of whether both the principal and bridging user(s) are on the
connection.  However, Third Party Selective Hold, Third Party Merge, Third Party
Reconnect, and Third Party Selective Drop are not permitted on parties in the
bridged state and may also be more restrictive if the principal of the bridge has
an analog set or the exclusion option is in effect from a station associated with
the bridge.
A Third Party Auto Dial or Third Party Make Call call always originates at the
primary extension number of a user having a bridged appearance.  For a call to
originate at the bridged call appearance of a primary extension, that user must
be off-hook at that bridged appearance at the time the request is received.
The Party ID Query only reports those members of the bridge in the connected
state.  If the entire bridge is in the held or alerting state, then only the principal is
represented in the reply.
The Redirect Call is allowed either from the primary or the bridging user as long
as the call is alerting.  If successfully redirected, the alerting call will be dropped
from both the primary and bridging user sets.
Busy Verification of Terminalsbbbbbbbb
A domain-controlled station may be busy-verified.  A Connected Event Report is
provided when the verifying user is bridged in on a connection in which there is a
domain-controlled station.
A Third Party Selective Hold request is denied if requested for the verifying
users station.
Call Coveragebbbbbbbb
If a call that goes to coverage is monitored on an active-notification association
for an ACD split or a VDN domain, the association receives the Call Offered to
Domain, Alerting, and Connected Event reports.
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