ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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5. Direct priority:
Direct-agent calls to ACD splits
Incoming lookahead interflowed calls queue with the priority specified on the
receiving vector.
For more information regarding the call vectoring commands, see the 
DEFINITY
Communications System Generic 3 Call Vectoring/EAS Guide
, 555-230-520.
The Priority Queuing option has no effect on the queuing of direct-agent calls.
Direct-agent calls have priority over all nondirect-agent calls and are inserted
ahead of all nondirect-agent calls in the split queue but behind previously queued
direct-agent calls.
Therefore, an available agent can service a nondirect-agent call only if there are
no direct-agent calls waiting for that agent in all the splits that the agent is logged
into and available to receive ACD calls in.  When there is more than one split
with direct-agent calls waiting for the same agent, then the direct-agent calls with
the longest queue waiting time from the splits in which the agent is available to
receive ACD calls are serviced first.
Note that each queued direct-agent call occupies a queue slot administered on
the Hunt Group form for the specified split.
Indications of Direct-Agent Calls in Queuebbbbbbbbbbbbbbb
When a direct-agent call joins the split queue because the destination agent is
active on a call, in the after-call-work or auxiliary-work modes, then the
destination agent is notified as follows:
Ring ping Ð If the agent has a multifunction set
Ring ping Ð If the agent has an analog set and is on-hook
3-burst call waiting tone Ð If the agent has an analog set and is off-hook
and active on a call
The 3-burst call waiting tone is given regardless of whether or not the ``Call
Waiting Indication option is enabled on the analog set.  The ring ping or 3-burst
call waiting tone is given only once for each direct-agent call when the call
queues.  If the agent has an analog set and is off-hook but is not active on a call,
then the direct-agent call queues without a call waiting tone.
In addition, the active work mode button lamp associated with the direct-agent
calls specified split, if administered on the destination agents voice set, also
flashes (fast flutter) to indicate a direct-agent call is waiting.  Flashing starts
when the first direct-agent call enters the splits queue for this agent, and stops
when no more direct-agent calls are in the split queue waiting for this agent
(besides being answered, direct-agent calls could also have been abandoned or
covered).  For example, if an agent in the manual-in work mode has a direct-
agent call in queue and is active on an ACD call, then the agents manual-in work
mode button for that split is fluttering; when the agent goes on-hook on the active
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call (thus going into after-call-work), then fluttering ceases on the manual-in
button and picks up on the after-call-work button for that split.
Note that if the destination agent is not logged into the specified split, then the
direct-agent call would have been rejected as described earlier in Chapter 3
under ``Third Party Make Call and in Chapter 7 under ``Route Select.
Number of Calls In Queuebbbbbbbbbbbbbbb
Direct-agent calls are not included in the calculation of number of calls queued
for the split for any purpose, including: queue status indications, call vectoring
commands conditional threshold checks, ASAI split query, ASAI Queued Event
Report, and monitor traffic hunt groups.
Oldest Call in Queuebbbbbbbbbbbbbbb
Direct-agent calls are not included in the calculation of the length of time that the
oldest call has been queued for any purpose, including: queue status indications,
call vectoring commands conditional threshold checks, and monitor traffic hunt
groups.
Hunt Group Measurementsbbbbbbbbbbbbbbb
Direct-agent calls are included in all hunt group measurements, including list
performance hunt group and list measurement hunt group.
Delivering Direct-Agent Callsbbbbbbbbbbbbbbb
Zip tone also applies to direct-agent calls as it does to regular ACD calls.  If the
destination agent has the automatic answer option enabled on the set, in the
``auto-in or ``manual-in work mode for the specified split, and is off-hook with no
active call appearance, then the direct-agent call is delivered with a zip tone.
As with regular ACD calls, when using the manual answering option, the ringer
audibly alerts when a direct-agent call terminates to the destination agent.
ASAI may provide UUI for an outgoing ISDN-PRI call (included in the setup
message) via make call or autodial or via an ASAI route select.
ASAI may receive UUI from an incoming setup message in a Call Offered or
Alerting Event Report. Similarly, UUI may be specified in a Third Party Selective
Drop for inclusion in the ISDN disconnect message, and UUI in a received
disconnect message will be included in a Drop Event Report if one is sent.
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Priority Callingbbbbbbbbbbbbbbb
When the priority calling option is specified on the direct-agent call (via Third
Party Make Call or Route Select), then the direct-agent call is delivered as a
priority call (with priority ringing if the available receiving agent is on-hook), and
the direct-agent call does not go to coverage (as with regular ACD calls with
priority calling).
Priority calling is also supported with off-hook Third Party Make Call requests (for
example, if user goes off-hook first, and then issues a Third Party Make Call
request with priority flag set, the call is placed as a priority call).
Direct-Agent Coveragebbbbbbbbbbbbbbb
If the split associated with the direct-agent call has call forwarding or night
service activated for the split, then the direct-agent calls are forwarded.  If the
priority calling option is requested, the direct-agent call forwards with priority
ringing at the night service destination.  This interaction is the same as with
regular ACD calls.
When a new direct-agent call successfully enters a split, if the destination agent
has call forwarding or send all calls activated, then the direct-agent calls are
forwarded.  Note that this interaction is different from regular ACD calls.  With
regular ACD calls, the calls never follow the agents call forwarding or send all
calls.  If the priority calling option is requested, then the direct-agent call forwards
with priority ringing at the call forwarded destination, but does not cover in the
case of send all calls when the priority calling option is requested.
When an agent activates call forwarding or send all calls, existing direct-agent
calls waiting in the queue for the agent do not forward to the call forwarding or
send all calls destination.  Only new direct-agent calls entering the split after the
agents activation are forwarded.
Direct-agent calls follow the destination agents coverage path.  Note that this
interaction is different from regular ACD calls.  With regular ACD calls, the calls
follow the splits coverage path rather than the agents.  If the priority calling
option was requested, the direct-agent call follows the standard priority call rules
for coverage, meaning the call does not go to coverage.  Calls (either regular
ACD or direct-agent) in queue remain in queue until the caller abandons or an
agent answers.
The above interactions are summarized in the tables that follow.
Once the direct-agent call leaves the specified split or destination agent, it is no
longer considered direct-agent; however, the call does not lose its
adjunct-monitored property.
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Table 12-2.  Coverage Interactions for ACD Calls without Priority Callingbbbbbbbbbbbbbbbbbbbbb
Without Priority Calling Regular ACD Call Direct-Agent Call
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Split Night Service activated forwarded forwarded
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Split Call Forwarding activated forwarded forwarded
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Split Coverage activated forwarded Ð
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Call Forwarding activated Ð forwarded
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Send All Calls activated Ð forwarded
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Coverage activated Ð forwardedc c c
c c c
c
c
c c c
c
c c c
c c c
c
c
c c c
c
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Table 12-3.  Coverage Interactions for ACD Calls with Priority Callingbbbbbbbbbbbbbbbbbbbbb
With Priority Calling Regular ACD Call Direct-Agent Call
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bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Split Night Service activated forwarded forwarded
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Split Call Forwarding activated forwarded forwarded
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Split Coverage activated not forwarded Ð
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Call Forwarding activated Ð forwarded
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Send All Calls activated Ð not forwarded
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Coverage activated Ð not forwardedc c c
c
c
c c c
c
c
c c
c c c
c
c
c c c
c
c
c c
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Do Not Disturbbbbbbbbb
Do Not Disturb can be activated by an ACD agent.  Activation of this feature for
the agent blocks both personal calls and direct-agent calls from terminating at
the agents station.  Regular ACD calls are still delivered to the ACD agent when
this feature is activated.  This is because personal calls and direct-agent calls
use the agents COR for termination restriction checks, whereas regular ACD
calls use the splits COR for termination restriction checks.
Drop Button Operationbbbbbbbb
The operation of this button is not changed with ASAI.
When the ``Drop button is pushed by one party in a two-party call, the
Disconnect/Drop Event Report is sent with the extension of the party that pushed
the button.  The originating party receives dial tone and the Call Initiated Event
Report is reported on its domain-control associations.
When the ``Drop button is pushed by the controlling party in a conference, the
Disconnect/Drop Event Report is sent with the extension of the party who was
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dropped off the call.  This might be a station extension or a group extension.  A
group extension is provided in situations when the last added party to a
conference was a group (for example, a TEG, split, or announcement) and the
``Drop button was used while the group extension was still alerting (or was
busy).  Since the controlling party does not receive dial tone (it is still connected
to the conference), no Call Initiated Event Report is reported in this case.
Duplicationbbbbbbbb
The ASAI link is not affected by processor interchanges.
Expansion Port Network (EPN)bbbbbbbb
The Expansion Interface (EI) board (TN570) makes it possible for ASAIs to
terminate on an Expansion Port Network (EPN) as well as on the Primary Port
Network (PPN).
It is recommended that any ASAIs critical to a customers business terminate on
the PPN to enable the ASAI to remain operational in the event of a fiber link or EI
failure.  Further, resources that are used by a critical ASAI adjunct such as
classifiers, trunks, announcements, and agent ports should also home on the
PPN for the following reasons:
To keep these resources in service in the event of a fiber link or EI failure
To minimize the amount of cross carrier traffic that could degrade ASAI
response time and system performance
Expert Agent Selection (EAS)bbbbbbbb
Skill Hunt Groupsbbbbbbbbbbbbbbb
Skill hunt groups have the same functions and limitations as vector-controlled
hunt groups (splits). From the ASAI adjunct perspective, both skill hunt groups
and vector-controlled hunt groups are subject to the same ASAI rules and are
treated identically.  For example, skill hunt groups, like vector-controlled hunt
groups, cannot be monitored directly (Event Notification Request) by an ASAI
adjunct.  The VDN providing access to the vector(s) controlling the hunt group
can be monitored instead if event reports for calls offered to the hunt group are
desired.
Logical Agentsbbbbbbbbbbbbbbb
A logical agents station extension (for example, physical station from which an
agent logs in) can be domain-controlled (Third Party Domain Control) and all
Third Party Call Control capabilities can be invoked on behalf of the agents
station extension.  All event reports applicable to switch stations apply to the
logical agents stations.  Login IDs, however, are not valid domains for the Third
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Party Domain Control Capability.  A request to domain (station) control a login ID
is denied by the switch with the cause value CS0/28  Ð Invalid Number.
User-Classified Callsbbbbbbbbbbbbbbb
For user-classified calls (Third Party Make Call, Third Party Auto Dial, and Route
Select requests without a direct-agent, supervisor_assist, or alert_dest_first
option):
The orig_addr calling number may contain a logical agents login ID or a
logical agents physical station.  If the orig_addr contains a logical agents
login ID and the logical agent is logged in, the call is originated from the
agents station extension associated with the agents login ID.
If the orig_addr contains a logical agents login ID and the logical agent is
not logged in, the call is denied with cause value CS3/15 Ð Agent not
logged in.  The orig_addr may not contain a skill hunt group extension or a
VDN.
The dest_addr called number may contain any number a local station user
might dial, including a logical agents login ID, a logical agents physical
extension, a skill hunt group extension and a VDN providing access to a
skill hunt group.  If the dest_addr contains a logical agents login ID, the
call is originated as if the call had been dialed from the originators voice
set to the requested login ID.  If the origination and destination CORs
permit, the call is treated as a direct-agent call; otherwise, the call is
treated as a personal call to the requested agent.
Direct-Agent Callsbbbbbbbbbbbbbbb
The following ASAI interactions apply to direct-agent calls.  For example,
direct-agent calls follow the agents station coverage path (do not follow a logical
agents coverage path) and if the specified agent is not logged into the specified
split, the request is denied.
The calling number (orig_addr) of a direct-agent call may contain a logical
agents login ID or an agents physical station.  If the calling number contains a
logical agents login ID and the logical agent is logged in, the direct-agent call is
originated from the agents station.  If the calling number contains a logical
agents login ID and the logical agent is not logged in, the direct-agent call is
denied with cause value CS3/15 Ð Agent not logged in.  If the calling number
does not contain a station extension or a login ID, the request is denied with
cause value CS0/28 Ð Invalid Number.
Logical Direct-Agent Calls
Logical direct-agent calls follow the same event reporting rules as any other call
manually originated from a voice station.  In addition, a logical direct-agent call to
a login ID that does not have a logged-in agent follows the coverage path
administered for the login ID.
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The calling number (orig_addr) of a logical direct-agent call may contain a logical
agents login ID or an agents physical station.  If the calling number (orig_addr)
contains a logical agents login ID and the logical agent is logged in, the
direct-agent call is originated from the agents station.  If the calling number
contains a logical agents login ID and the logical agent is not logged in, the
direct-agent call is denied with cause value CS3/15 Ð Agent not logged in.  If the
calling number does not contain a station extension or a login ID, the request is
denied with cause value CS0/28 Ð Invalid number.
Supervisor-Assist Callsbbbbbbbbbbbbbbb
The calling number and called number for supervisor-assist calls (Third Party
Make Calls with the supervisor_assist option) consist of the following:
The calling number (orig_addr) may contain a valid station extension or a
logical agent login ID.  If the calling number contains a station extension,
there must be a logical agent currently logged in at that extension and the
logical agent must have a skill corresponding to the skill hunt group
extension in the split parameter.  If the calling number contains a login ID,
that login ID must be currently logged in and the logical agent must have a
skill corresponding to the skill hunt group extension in the split parameter.
If the requested station extension does not have a logical agent logged in
or if the requested login ID is not logged in, the request is denied with
cause value CS3/15 Ð Agent not logged in.
The called number (dest_addr) may contain any station or attendant
extension, including a logical agents physical station and a logical agents
login ID.  If the called number contains a logical agents login ID and the
agent is not logged in, the request is denied with CS3/15 Ð Agent not
logged in.  If the called number contains a logical agents login ID and the
agent is logged in, the login ID is converted to its associated station
extension.
Supervisor-assist calls placed to login ID destinations are not direct-agent calls;
that is, they are not tagged as direct-agent calls for CMS and they do not exhibit
direct-agent call station indications and queueing behavior.
Switch-Classified Callsbbbbbbbbbbbbbbb
Switch-classified calls (Third Party Make Call with dest_alert first and
service_circuit options) may be originated from skill hunt group extensions
(orig_addr).  However, there are no forced announcements, coverage, call
forwarding and intraflow/interflow for these calls because all skill hunt groups
must be vector-controlled hunt groups.  Calls to vector-controlled hunt groups
access the above features via the controlling vectors.
The called number (dest_addr) may contain a logical agents station extension.
It cannot contain a logical agents login ID, a skill hunt group extension, or a
VDN.  If the called number contains a logical agents login ID, a skill hunt group
extension or a VDN, the request is denied with cause value CS0/28  Ð Invalid
Number Format.
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Event Reportsbbbbbbbbbbbbbbb
Whenever logical agents are part of a monitored or controlled call (for example, a
call providing event reports to an ASAI adjunct), the following additional rules
apply to the event report contents (items):
The calling number (calling party number IE) always contains the logical
agents physical station number (extension), even though a Third Party
Make Call or Third Party Auto-Dial request might have contained a logical
agents login ID as the originating number (orig_addr).
The connected and alerting numbers (Connected Party number IE)
contain the logical agents station extension and never contain the login
ID.  This is true regardless of whether the call was routed through a skill
hunt group, whether the connected station has a logical agent currently
logged in, or whether the call is an adjunct-initiated or voice
terminal-initiated direct-agent call.
The called or dialed number (Called Party number IE) contains the
number that was dialed, regardless of the station connected to the call.
For example, a call may be alerting an agent station, but the dialed
number might have been a logical agents login ID, a VDN, or another
station.
The Call Conferenced and Call Transferred Event Reports are an
exception to this rule.  In these events the called number contains the
station extension of the transferred to or conferenced party when a local
extension is involved.  When an external extension is involved, the called
number contains the default extension (#####).  If the transferred to or
conferenced party is a hunt group or login ID, and the call has not been
delivered to a station, the called number contains the hunt group or login
ID extension.  If the call has been delivered to a station, the called number
contains the station extension connected to the call.
The domain item in the Alerting and Queued Event Report for logical
direct-agent calls contains the agents first Primary skill logged into.  This
is the skill hunt group that logical direct-agent calls queue to.  Note that
the skill hunt group is provided, even though an adjunct-initiated, logical
direct-agent call request did not contain a skill hunt group.
Logins and Logouts for Logical Agentsbbbbbbbbbbbbbbb
The following rules apply to logical agents logins and logouts via the Request
Feature capability:
The password (user code IE) contains the logical agents login ID and
password as follows: login ID terminated by the pound sign (#) and
followed by the password, if necessary.  If the agents password is not
included, the pound sign may be omitted.
The split parameter is ignored by the switch, since the agent has a
predefined (administered) set of skills.  However, the split parameter must
be present in the request, since it is a mandatory parameter.
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When EAS is disabled, the split parameter (domain IE) contains the ACD
split to log in or log out the agent.
In a login request, the agent_id or agent_extension (domain IE) parameter
must contain the agents physical station; it may not contain a login ID.  If
a login request is received with a login ID as the agent_id the request is
denied with cause value CS0/28 Ð Invalid Number Format. In addition, if
the station extension in the agent_id already has a logged-in logical agent,
the login request is denied with CS3/16 Ð Agent in Same State.
In a logout request, the agent_id or agent_extension (domain IE) may
contain either the agents physical station or the agents login ID.
Work Mode Changes for Logical Agentsbbbbbbbbbbbbbbb
Since logical agents are defined to have a single work mode, a work mode
change Request Feature applies to all skill hunt groups that a logical agent is
logged into.  The following rules apply to the Request Feature request
parameters:
The split parameter is ignored by the switch, since it does not contain
useful information.  However, the split parameter must be present in the
request, since it is a mandatory parameter.
The agent_id parameter may contain a station extension or a logical
agents login ID.  If the agent_id contains a valid station extension, the
station extension must have a logical agent currently logged in.  If the
agent_id contains a logical agents login ID, the login ID must be currently
logged in.  If there is no logical agent currently logged in at a requested
station extension or if a requested login ID is not logged in, the Request
Feature request is denied with cause value CS3/15 Ð Agent not logged
in.
The work_mode parameter specifies the logical agents new work mode
for all the skill hunt groups associated with the agent.
Activate/Cancel Send All Calls and Call
Forwarding
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Call Forwarding and Send All Calls activation and deactivation request features
may not be requested for logical agent login IDs.  Call Forwarding and Send All
Calls Request Features containing a login ID as the redirecting number
(forwarding number) are denied with cause value CS0/28 Ð invalid number.
Call Forwarding and Send All Calls may be requested on behalf of a logical
agents station extension.
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Value Queries for Logical Agentsbbbbbbbbbbbbbbb
In ACD agent status, station status, or call query Value Query requests, the
extension or agent extension parameter may contain either a logical agents
station extension or a login ID.  For all cases, the returned information applies to
the station extension being used by the agent.  If the extension parameter
contains a login ID for a logical agent that is not logged in, the request is denied
with cause value CS3/15 Ð Agent not Logged In.
In an ACD agent status Value Query, if the extension parameter contains a
station extension and there is not a logical agent logged at the station, the
request is also denied with the cause CS3/15 Ð Agent not Logged In.
In an ACD agent status Value Query, the split parameter is ignored, since a
logged-in logical agent has a single work mode for all the skill hunt groups.  Note,
however, that the split parameter is mandatory and must be present in the
request.
In an extension Value Query, the extension parameter may be a login ID.  If a
login ID is provided, the switch responds with a new extension type of logical
agent (new codepoint, 001, 0011 for the Domain IE).  If the agent associated
with the login ID is logged in, the address field of the domain IE contains the
station extension being used by the logical agent.
In an Internally Measured Data Value Query, the split/skill_ref parameter is
useful in cases where an agent is logged into more than one split/skill.
If it is omitted, then those requested data items that require a split/skill
reference are not returned.
If it is supplied but does not refer to a skill the agent is logged into, then
those requested data items that require a split/skill reference are not
returned.  For example, if the agent is associated with two skills, and the
skill reference is three, then data items that require a skill reference are
not returned.
In an Internally Measured Data Query for data collected on an agent, the agent
ID (specified in a domain IE) must be the agents login ID.  Also, the address
type in that domain IE must have the new codepoint indicating a 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 login ID
is the value returned.  If an agent is not logged in, then the request is denied
(cause=CS3/63, Service or Option Not Available).
The response to an agent login audit Value Query for a skill hunt group contains
the list of logical agents currently logged into the specified skill hunt group.  That
is, the agent_addr_list (domain IE) in the response contains the logical agents
station extension for all logged in agents currently having the skill associated with
the requested skill hunt group.
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