ATT DEFINITY Communications System Generic 3V4 Instructions Manual

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Outbound Call Management Ð Preview
Dialing (ISDN Facilities or Local
Extensions)
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3rd Party Auto Dial
(dest=B, orig=A)
Call Initiated Event Report (A)
Agent and customer
talk
Dropped Event Report (A)
Customer
Phone
BAgent
Phone
AAgent
Terminal
A
Agent saves
customer record Agent selects another
customer from call listApplication displays
updated call list on the
agents data terminal
Agent off-hook or
forced off-hook
Switch
Dropped Event Report (B)
Adjunct Processor
Agent disconnects Called number
(customer) disconnects Called number answersCalled number alertsCall uses ISDN
facilities
Connected Event Report (B)
Alerting Event Report (B)
The application in the adjunct processor provides the agent and/or user with a
call list. The agent uses the data terminal to select the destination to call. The call
uses ISDN facilities. Local destinations (that is, switch extensions) provide the
same event reports as the one presented for ISDN facilities.
A-4  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Outbound Call Management Ð Predictive
Dialing (Destination Busy and No Answer)
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3rd Party Make Call
(dest=B, orig=ACD Split)
Alerting Event Report (B) Switch initiates
call
Call Ended (cause=busy)
Call Ended (cause=no answer)Application saves number
to be called back after a
few hours
Destination busy
Customer
Phone
BAgent
Phone
A
Agent ready to
receive calls Agent uses data
terminal to login
into application
Agent
Terminal
A
Application initiates
switch-classified call
Application initiates
switch-classified call
Switch
No answer
Adjunct Processor
Destination alertsApplication saves number
to be called back after a
few minutes
Request Feature-ACKAgent logged into
ACD Split
Request Feature - Agent Login
(A, ACD Split)
3rd Party Make Call
(dest=B, orig=ACD Split, return ack)
Switch initiates
call
3rd Party Make Call-ACK
The application in the adjunct processor requests Third Party Make Calls with
the alert_dest_first, service circuit = switch-classified, and max_ring_cycles
options set (that is, switch-classified calls). The first call shown receives busy
tone. The second call is not answered within the specified max_ring_cycles
time.
Note that the agent is not notified of calls that receive busy or are not answered.
The application stores the call outcomes (for example, busy, no answer, SIT
tone) for later call processing.
Issue 4  September 1995  
A-5 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Outbound Call Management Ð Predictive
Dialing (Success)
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Destination answers
Customer
Phone
BAgent
Phone
A
Agent ready to
receive calls
Agent saves
customer information;
ready to receive
new call Application displays customer
information on the data
screen
Agent
Terminal
A
Application initiates
switch-classified call
Agent and destination
(customer) talk
Dropped Event Report (A)
Switch
Agent disconnectsAdjunct Processor
Destination alerts
Answered Event Report (B)
Switch delivers
answered call to
ACD split
Alerting Event Report (A)
Zip-tone applied
to agent
Alerting Event Report (B) Switch initiates
call
3rd Party Make Call
(dest=B, orig=ACD Split)
Connected Event Report (A)
Call Ended (cause=normal)Destination drops
Agent connected
The application in the adjunct processor requests Third Party Make Calls with
the alert_dest_first, service circuit = switch-classified, and max_ring_cycles
options set (that is, switch-classified calls).  The call is answered and delivered to
the originating ACD split. The ACD split immediately delivers the call to an
available agent. If no agent is available, the call can be diverted to an
announcement.
A-6  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Call Monitoring Ð VDNs and ACD Splitsbbbbbbbbbbbbbbb
Save customer
data
Agent
Terminal
A Agent
Phone
A Customer
Phones
B D
Customers call
enters monitored 
domain
Agent and customer
talkCustomer information
delivered to data
screen
Connected Event Report (A) Agent connects
Call delivered
to agentAlerting Event Report (A)
Agent disconnects
Customer
disconnectsDropped Event Report (A)
Call Ended (cause=normal)
Save customer
data Customer
disconnects
Dropped Event Report (D)
Call Ended (cause=normal) Call Queues
Queued Event Report
Call Offered to Domain
Event Report (orig=D)
Event Notification Request
(domain)
Event Notification Request-ACKApplication initiates
monitoring of domain
(ACD Split or VDN)
Adjunct ProcessorSwitch
Another call
enters monitored 
domain
Connected Event Report (A) Agent connects
Call delivered
to agent
Call Offered to Domain
Event Report (orig=B)
Alerting Event Report (A)
Customer information
delivered to data
screen
Agent and customer
talk
Issue 4  September 1995  A-7 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
The application in the adjunct processor monitors all calls entering a VDN or
ACD split. All calls have a unique call identifier (call_id) that the
adjunct/application uses to track calls (call identifiers are not shown).  The first
call that enters the monitored domain does not queue, since there is an available
agent to answer the call. The second call that enters the monitored domain waits
in queue until agent A transfers the first call (destination not relevant to this
example). Note that despite the first call being transferred to another destination,
the application continues to receive event reports for the call.
A-8  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Multiple Queuing and Call Abandon Ð
ACD Split or VDN Monitoring
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Call Offered to Domain
Event Report (orig=B)
Event Notification Request
(domain)
Event Notification Request-ACKApplication initiates
monitoring of domain
(ACD Split or VDN)
Adjunct ProcessorSwitch
Agent
Terminal
A Agent
Phone
A Customer
Phone
B
Customer abandons
callAnnouncement played
Announcement played
Queued Event Report Call Queues
Announcement played
Application saves
CPN/BN for
callback
Dropped Event Report (B)
Call Ended (cause=normal) Customers call
enters monitored 
domain
Call Queues
Queued Event Report
The application at the adjunct processor monitors all calls entering a VDN or
ACD split. This scenario shows a call receiving multiple announcements and
queuing into different splits.  The customer disconnects before he or she is
connected to an agent.
Issue 4  September 1995  
A-9 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Blind Transfer Ð ACD Split or VDN
Monitoring
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Call Transferred Event Report
(from=A, to=C, other=B)
Agent Answers
Alerting Event Report (A)Customer information
delivered to data
screen
Connected Event Report (A)Agent connects
Call delivered
to agent
Dropped Event Report (C)
Agent disconnectsCall Ended (cause=normal)
Connected Event Report (C)
Agent
Phone
A Customer
Phone
B
Application has
Event Notification
active for domain
Customer information
delivered to data
screen
Agent
Terminal
CAgent
Terminal
AAdjunct
ProcessorSwitch
Customer
disconnectsCall Offered to Domain
Event Report (orig=B)
Queued Event Report Call Queues Customers call
enters monitored 
domain
Hold Event Report (A) Agent initiates
transfer
Agent and customer
talk Agent and customer
talk
Agent
Phone
C
Agent completes
blind transfer;
agent dropped Call alerting
The application at the adjunct processor monitors all calls entering a VDN or
ACD split. This scenario shows agent A performing a blind transfer to agent C.
The transfer operation is done at the agents station by pressing the transfer
button, dialing the second call, and pressing the transfer button a second time.
The adjunct processor does not control the transfer operation.
A-10  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Consultation Ð ACD Split or VDN
Monitoring
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Call Offered to Domain
Event Report (orig=B)
Queued Event Report
Call Queues Customers call
enters monitored 
domain
SwitchAdjunct
Processor
Customer information
delivered to data
screen
Agent
Terminal
CAgent
Terminal
A
Application has
Event Notification
active for domain
Agent drops
Call Ended (cause=normal)
3rd Party Reconnect (A)
3rd Party Reconnect-ACK Agent reconnected
to B
3rd Party Selective Drop (B)
3rd Party Selective Drop-ACK
Agent drops
Customer
Phone
BAgent
Phone
A
Customer information
delivered to data
screen
Alerting Event Report (A)
Call delivered
to agent
Agent connectsConnected Event Report (A)
Agent AnswersConnected Event Report (C)
Call alerting
Alerting Event Report (C)
3rd Party Selective Hold-ACK
3rd Party Selective Hold (A)
Call placed
on hold
3rd Party Make Call
(dest=C, orig=A)
Agent
Phone
C
Agent and customer
talk Agent and customer
talk
Agent requests to
return to call
Agent drops from
consultation call Agents A and C
talkAgent requests
consultation
The application at the adjunct processor monitors all calls entering a VDN or
ACD split. This scenario shows an ACD agent placing a customers call on hold
and consulting with another agent. The agent initiates the consultation call and
the reconnection to the customer via the data terminal. The Third Party
Selective Hold and Third Party Reconnect operations assume that the
application has taken control (Third Party Take Control operation not shown) of
the call.  The Hold and Reconnected Event Reports for the Event Notification
association are not shown either.
Issue 4  September 1995  
A-11 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Conferencebbbbbbbbbbbbbbb
3rd Party Merge-ACK
(from=A, to=C, other=B)3rd Party Merge
(Conference)
Connected Event Report (C)Agent Answers
Call alerting
3rd Party Make Call 
(dest=C, orig=A)
Agent places
call on holdHold Event Report (A)
Alerting Event Report (C)
Agent and customer
talk
Expert requests
conference with
customer
Agents A and C
talkAgent requests
experts help
(Agent C)
Customer information
delivered to data
screen
Agents and customer
disconnected
Application has
Event Notification
active for domain
Agent
Terminal
A Agent
Terminal
CAdjunct
ProcessorSwitch
Call Offered to Domain
Event Report (orig=B)
Queued Event Report Call Queues Customers call
enters monitored 
domain
Customer joins
call
Agents and customer
talk
Agent
Phone
C
Connected Event Report (A)Agent connects
Call delivered
to agent
Alerting Event Report (A)
Customer information
delivered to data
screen
Agent
Phone
A Customer
Phone
B
Expert requests
clear call
3rd Party Clear Call-ACK
3rd Party Clear Call
Agent A performs a conference operation from the data terminal by using the
Third Party Make Call and Third Party Merge capabilities. In addition, the
agent uses Third Party Clear Call to terminate the call.
A-12  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Service Observing Ð ACD Split or VDN
Monitoring
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Call Offered to Domain
Event Report (orig=B)
Agent and customer
talk
Supv.
Phone
C
Supervisor
service observes
agent
Alerting Event Report (A)Customer information
delivered to data
screen
Connected Event Report (A)Agent connects
Call delivered
to agent
Dropped Event Report (A)Agent disconnects
Call Ended (cause=normal)
Supervisor
disconnectsDropped Event Report (C)
Connected Event Report (C)
Agent
Phone
A Customer
Phone
B
Customers call
enters monitored 
domain
Call Queues
Queued Event Report
Event Notification Request
(domain)
Event Notification Request-ACKApplication initiates
monitoring of domain
(ACD Split or VDN)
Supv.
Terminal
CAgent
Terminal
A
Customer information
delivered to data
screen Adjunct
Processor
Switch
Customer
disconnects
A supervisor service-observes an agent that receives calls monitored by the
application in the adjunct processor. The service observing operation is
requested manually by the supervisor at his or her station.
Issue 4  September 1995  
A-13