ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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Request Feature Associations
Value Query Associations
Set Value Associations
Maintenance Associations
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ASAI and Supported
Applications
2
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Introductionbbbbbbbb
This chapter provides a look at the various configurations and applications that
can be supported by the ASAI capabilities.
The first part of this chapter presents a simple configuration and several
application samples.  The latter part provides additional configurations that
support the ASAI capabilities, and a table that defines the capacity limitations of
ASAI.
Figure 2-1 illustrates the simplest configuration, an adjunct (application
processor) connected to a switch via a single ASAI-BRI/Ethernet link.
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BRI/EthernetASAI
Adjunct Application
G3
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Figure 2-1.  Single Link Ð Single Processor Configuration
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The adjunct can be a personal computer, a minicomputer, or a mainframe.
Applications on the same adjunct monitor and control voice calls or perform other
operations on behalf of a telephone user.
Applications on the adjunct can share the ASAI link when communicating with
the switch. The switch does not distinguish between multiple applications that
may be sharing a switch link.
A user typically has a telephone and a data terminal at his or her desk.  The user
can control the voice calls at his or her telephone by using the telephone or
entering commands at the data terminal.  When using the data terminal, the
application controls the voice call via the ASAI link.  How the data terminal is
connected to the adjunct is irrelevant to the ASAI-supported applications
described in this document.
Applicationsbbbbbbbb
ASAI supports a variety of application types:
Those that control a single station (telephone set) on behalf of a specific
user
Those that control all parties on a call
Those that route incoming calls
Those that make outbound calls from an ACD split for a telemarketing
center
Those that monitor calls entering vectors and/or ACD splits
The Generic 3 switch allows an application to control a specific extension on a
call and, at the same time, allows another application to control another
extension on the call.  In this case, both applications can independently control
endpoints on the call in the same way that users can by using their telephone
set.
For G3V3 and later, Multiple Monitors provides the ability for up to three ASAI
applications to monitor the same ACD split or VDN domain (instead of just one).
In addition, Multiple Adjunct Routing allows link redundancy.
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Sample Applicationsbbbbbbbb
The sample applications in the following section provide a practical, ``real world
illustration of ASAI capabilities.
NOTE:
The applications described in this section are not restricted to any
particular configuration described in this section, nor are they mutually
exclusive.  Any configuration and group of applications can be used
simultaneously.  The switch does not restrict any mix of applications,
except as dictated by capacity and performance constraints.  For
information on ASAI capacity limits, see Appendix B, ``ASAI and Generic 3
Switch Requirements.
In addition, the ASAI interface provided by the switch is not the only
system component that might be needed to provide these applications.
For example, additional hardware (computer data terminals, voice
response units, call classifier boards) and/or software (application
interface, call vectoring) might be needed.  The ASAI interface only
provides the communication link to access the switch services that make
these applications possible.
Outbound Call Managementbbbbbbbbbbbbbbb
A good example of Outbound Call Management (OCM) is an Outbound
Telephone Support Center Application.  An Outbound Telephone Support Center
Application automatically generates outbound calls that are to be handled by a
specified user community (agent pool).
Outbound applications fall into two categories:
Preview Dialing Ð The agent or user previews a screen of data pertaining to
the call and enters information into the system when ready to make the call.
Preview dialing allows an agent or user to control when the outbound call is
started, enabling the user to prepare for a conversation with the called party.
Predictive Dialing Ð The adjunct application makes more outbound calls than
there are agents.  Statistically, a certain number of calls will go unanswered,
busy, intercept, or answered by machine detection (if so optioned), etc.  The
system connects agents only with answered calls.  Predictive dialing makes
more efficient use of an agent pool by eliminating dialing time, listening to ringing,
etc.
The following sample scenarios illustrate the operation of Preview Dialing and
Predictive Dialing.
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Preview Dialing
1. The agent uses a data terminal to log into the outbound telephone support
application.  The application establishes a Domain (Station) Control
association for the agent.  There must be one such association for each
agent.
2. The agent enters information indicating readiness to preview data.  There
must be one such association for each agent.
3. The adjunct application displays a screen of data to the agent.
4. When the agent enters information, the application uses the ASAI Third
Party Auto-Dial capability to place an outbound call from the agents
station to the number associated with the displayed data.  See ``Domain
(Station ACD Split) Control in Chapter 5 for more information regarding
the Third Party Auto-Dial capability.  Alternately, when the agent enters
information, the application uses the ASAI Third Party Make Call
Capability to place an outbound call from the agent to the number
associated with the displayed data.  See ``Call Control Capability Group in
Chapter 4 for more information regarding the Third Party Make Call
Capability.
5. The switch sends the adjunct event reports about the call for agent
tracking until the call disconnects.
6. The cycle continues.
Predictive Dialing
Predictive dialing uses special hardware, a call classifier.  The call classifier is
capable of detecting ringing, voice energy, special tones, and an answering
machine.
1. A user (agent) uses either a telephone set or data terminal to log into the
outbound telephone support application.  If the user uses the data
terminal, then the adjunct application uses the ASAI Request Feature
Capability to log the agent into the ACD split on the switch.
2. The application uses the Third Party Make Call Capability with Service
Circuit/Call Classifier and Alert Destination First options to make outbound
calls from the ACD split extension to external numbers.  This is called a
``switch-classified call.  Typically, these numbers come from a calling list
maintained for the outbound telemarketing application.  The application
uses queries to monitor switch resources such as agents logged into the
split, available classifiers, and available trunk resources.  The application
usually has a pacing algorithm that places calls ahead of available agents.
3. When the call classifier detects answer or an answering machine, the
switch ACD software distributes the call to an available agent or queues
the call if no agent is available.  The switch software can be configured to
drop calls if an answering machine is detected (if AMD is in use).
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4. The switch provides the adjunct application(s) with event reports for call
activity within the ACD split.  The application, in turn, might display
information from the calling list to an agent when the switch ACD software
connects an outbound call to an agent.
5. The cycle continues.
6. For G3V3 and later, the Answering Machine Detection feature may be
used in conjunction with this type of dialing to receive Connected Event
Reports on any type of trunk.
Inbound Call Managementbbbbbbbb
Inbound Call Management (ICM) provides inbound telemarketing centers with the
ability to increase ACD agent efficiency and tracking by enabling ICM
applications to:
Monitor (receive ASAI Event Reports) all calls delivered to Vector
Directory Numbers (VDNs) and ACD splits and calls originated by ACD
agents or users
Route calls to specific ACD/hunt groups, VDNs, or ACD agents based on
incoming call information [for example, Calling Party Number/Billing
Number (CPN/BN)
1 and Dialed Number Identification Service (DNIS)]2
and ACD call activity (for example, total number of calls queued, or
number of available agents)
Prepare and deliver, together with the voice call, the appropriate data
screen to the selected agent or user
Duplicate and transfer the callers data screen when an ACD agent or
user conferences or transfers the voice call to another destination (for
example, ACD supervisor, or expert agent)
Provide ACD agent functions (for example, login, logout, or work mode
change) from a data terminal
Provide ACD agents and/or supervisors with Internally Measured Data on
the performance of agents, splits, trunk groups, or VDNs.
Set the billing rate for calls to a 900-number with AT&T MultiQuest Vari-
A-Bill service.
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1.  CPN/BN information can be used by the ICM  application to  identify the  caller so that  the caller information can
be  retrieved from  an  application database. In  addition, CPN/BN  allows the  application to  gather statistics  about
the callers geographical locations and to assess the effectiveness of different marketing campaigns.
2.  DNIS can be used by the ICM application to identify the type of service or product the caller is calling about.
This allows a single agent to handle multiple services or products without asking the caller for the service
requested.  For example, a single agent could handle questions about Product A  and Product B  by  assigning
each product a different telephone number.  When a call is delivered to  the agent, the application, based on the
DNIS received, displays the appropriate product information that allows the agent to service the caller for his or
her specific need.
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The following sample scenarios illustrate the operation of several ICM
applications.
ACD Call Activity Monitoringbbbbbbbbbbbbbbb
The ACD Call Activity Monitoring Application uses event reporting to track the
call activity of VDNs, ACD splits, and individual agents or users. (For G3V3 and
later, Multiple Monitors provides the ability for up to three ASAI applications to
monitor the same ACD Split or VDN domain.)
The application may use the event reports to generate ACD reports containing
information such as the following:
Call distribution by CPN/BN3 for each DNIS
Total number of calls handled by each VDN, ACD split, and/or agent
Total number of calls, with CPN/BN, that abandon/drop while in queue
Total number of ACD, agent-to-agent, agent-to-supervisor, and personal
calls that were originated and received by each agent
Average and maximum time in queue
Average and maximum queue length
Average and maximum call holding time
Average time spent by each agent on a call
Total number of calls that interflow/intraflow
In addition, if the application has complete control of the agent work modes, such
as in adjunct-controlled splits, the agent activity reports can also be generated.
A sample scenario for the ACD Call Activity Monitoring application is as follows:
1. The application uses the Event Notification Request Capabilities and
Domain Control Capabilities to monitor all calls delivered to ACD splits
and all calls originated and delivered to an agent station.
2. The switch sends event reports (for example, Call Initiated, Alerting,
Connected, Call Transferred, or Dropped) to the application for all calls
entering the monitored ACD splits and stations.
3. The event reports allow the application to produce the ACD Call Activity
reports described previously.
The application can also make use of Internally Measured Data (stored by the
switch) on which VuStats is based.
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3. For more information on CPN/BN and DNIS administration, refer to 
DEFINITY Communications System
Generic 1 and Generic 3 Installation and Test, Issue 4, 555-230-104 and AT&T DEFINITY Communications
System Generic 3 Implementation, Issue 1, 555-230-653.
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Data Screen Delivery and Voice/Data
Transfer
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A Data Screen Delivery and Voice/Data Transfer application may use CPN/BN or
calling party number, DNIS or called party number, and answering destination
information to construct and deliver a data screen to the answering agent/users
data terminal.  Likewise, when an agent or user conferences or transfers a call,
the application uses the conferenced agent or transferred-to agent information to
automatically transfer the data screen to the new agent handling the call.
A sample scenario for the Data Screen Delivery and Voice/Data Transfer
application is as follows:
1. The application uses the Event Notification Request capability to monitor
all incoming calls to an ACD split or VDN.
2. When a call enters the monitored ACD split or VDN, the switch sends a
Call Offered to Domain Event Report containing the calls CPN/BN, DNIS,
UUI (whether supplied by the network or by some other CallVisor adjunct),
and any lookahead interflow and collected digits information associated
with the call.
3. The application does a database search on the caller information
(CPN/BN) and retrieves the callers data to fill a data screen based on the
service dialed (DNIS).
4. When the call is delivered to an available agent and/or user, the switch
sends an Alerting and/or Connected Event Report containing the number
of the agent or user handling the call.  The application then delivers the
assembled data screen to the data terminal associated with the agent or
user handling the call.
5. If the agent or user conferences or transfers the call to another
destination, the switch sends a Call Conferenced or Call Transferred
Event Report indicating the new destination. The application then
duplicates or recreates the callers data screen at the data terminal
associated with the new destination.
6. When an agent or caller disconnects and/or drops, the
Disconnect/Dropped Event Report is generated and the application may
take appropriate clean up actions.
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Data Screen Delivery with Call Promptingbbbbbbbbbbbbbbb
The application can also use the switch-based Call Prompting feature to obtain
additional information (for example, account number) from the caller. The
entered information can be used to select the appropriate data screen.
A sample scenario for the Data Screen Delivery with Call Prompting application
is as follows:
1. The customer administers a vector with a Collect Digits command as part
of the Call Prompting feature.
2. The application uses the Event Notification Request capability to monitor
all incoming calls to the VDN used to distribute calls to agents or users.
3. When a call enters the monitored VDN, the switch sends a Call Offered to
Domain Event Report containing the digits collected for the call in the
Collect Digits vector command.
4. The application does a database search on the digits collected and
retrieves the callers data to fill a data screen based on the service dialed.
5. When the call is delivered to an available agent and/or user, the switch
sends an Alerting and/or Connected Event Report containing the number
of the agent or user handling the call.  The application then delivers the
assembled data screen to the data terminal associated with the agent or
user handling the call.
Speech Processing Integrationbbbbbbbbbbbbbbb
Speech Processing Integration can be achieved if the application uses a Voice
Response Unit (VRU) to interact with the caller.  The VRU is an adjunct and calls
are delivered to VRU ports for announcements and collection of additional
information from the caller.  The application communicates with the VRU
software and uses the information provided by the caller to prepare the
appropriate data screen and/or route the call to the appropriate destination (for
example, ACD agent).
A sample scenario for the Speech Processing Integration application is as
follows:
1. The customer administers the VRU ports as ACD agents in an ACD split.
To the switch the VRU ports look like ACD agents.
2. The application uses the Event Notification Request capability to monitor
all incoming calls to the ACD split associated with the VRU ports.
3. The application uses the Request Feature capability to log in, log out, and
change work modes of the VRU ports.  It is recommended that
auto-available agents be used for VRUs so that this Request Feature
capability does not have to be invoked.
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4. When a call enters the monitored ACD split or VDN, the switch starts
sending Event Reports to the application about the call including the Call
Offered to Domain Event Report containing the calls CPN/BN, DNIS, and
any lookahead interflow and collected digits information associated with
the call.
5. When a call is connected to the VRU, the application uses the VRUs
voice processing capabilities to interact with the caller.  The caller, after
interacting with the VRU (for example, listening to account balances or
transferring funds), may choose to talk to an agent.
6. The application uses Call Control Capabilities (for example, Third Party
Selective Hold, Third Party Make Call, and Third Party Merge) to transfer
the call to the agent or group of agents (ACD split) designated to handle
this type of caller.
7. When the call is delivered to an available agent, the switch sends an
Alerting and/or Connected Event Report containing the number of the
agent handling the call.  The application then delivers the assembled data
screen to the data terminal associated with the agent handling the call.
Typically, the VRU is handing this information off to a host that will be
delivering the data screen to the appropriate agent.
Adjunct Routingbbbbbbbbbbbbbbb
The Adjunct Routing application allows the switch to request call routing
instructions (that is, destination) from an adjunct application.
A sample scenario for the Adjunct Routing application is as follows:
1. The customer administers a vector with an Adjunct Routing command as
part of the Call Vectoring feature.
2. When vector processing for a call encounters an adjunct routing vector
command, the switch sends a Route Request Capability requesting a
route for the call. The route request includes the calls CPN/BN and VDN
number used by the call to access the vector.
3. The application selects the route for the call based on the call information
passed and/or agent availability and sends a Route Select Capability with
the route (that is, internal or external telephone number). The switch then
routes the call as indicated by the application.
4. When the call is delivered to the destination, the switch sends a Route
End Capability indicating a successful route.  If the call cannot be routed
to the specified destination, the reason for failure (for example, destination
busy or invalid number) is returned to the application.
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