ATT DEFINITY Communications System Generic 3V4 Instructions Manual

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Reconfigurationbbbbbbbbbbbbbbb
Value Query-ACK (3 logged-in agents,
0 agents available, 21 calls in queue)
Value Query - ACD Split Status
(ACD split 1)
Call delivered to
agent
Call delivered to
agentRequest Feature-ACK
Request Feature - Change Work Mode
(A, auto-in)
Value Query-ACK
(idle, after call work)
Value Query - ACD Agent Status
(A)
Switch
Application request
status of ACD split 1 Application request
status of ACD splits
Application checks 
status of agent A Split 2 OK Split 1 overloaded
Application logs-in
agent C to ACD
split 1 Application logs-in
agent A to ACD
split 1
Adjunct
Processor
Application changes
work mode of agent A
Agent
Phone
AAgent
Phone
C
Request Feature-ACK
Request Feature - Agent Login
(A, ACD Split 1)
Request Feature-ACK
Request Feature - Agent Login
(C, ACD Split 1)
Value Query-ACK (8 logged-in agents,
5 agents available, 0 calls in queue)Value Query - ACD Split Status
(ACD Split 2)
Value Query-ACK (1 logged-in agents,
0 agents available, 25 calls in queue)Value Query - ACD Split Status
(ACD split 1)
The application in the adjunct processor logs in agents to different splits and
changes the work mode of the agents based on the call loads of different ACD
splits. The application first checks the status of the ACD splits. Then it moves
idle agents from one split to another. In addition, the application changes the
work mode of an agent. The application continues to check the status of ACD
splits to make further agent moves, if necessary.
A-14  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Incoming Call Monitoring and Manual
Conference Ð Station Monitoring
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Call Initiated Event Report (A)
Alerting Event Report (C)
Hold Event Report (A) User initiates
conference Agent and customer
talk
User conferences
all Users A and C
talk
User initiates
second call
Caller information
delivered to data
screen
Call Conferenced Event Report
(from=A, to=C, other=B)
User AnswersConnected Event Report (C) Call alerting
User disconnects
User
Terminal
A
User
Terminal
CAdjunct
ProcessorSwitch
Call alerts
phone
Users and customer
talk
User
Phone
C
User connects
Alerting Event Report (A)
Customer information
delivered to data
screen
Connected Event Report (A)
User
Phone
A Customer
Phone
B
User logins to
application
3rd Party Domain Control-ACK Control granted
3rd Party Domain Control
(domain=A)
Dropped Event Report (A)
The application in the adjunct processor monitors station A.  The station receives
a call and conferences another station to the call. The conference operation is
done manually at the station by pressing the conference button, dialing the
second call, and pressing the conference button a second time.
Issue 4  September 1995  
A-15 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Screen-Based Dialing Ð Station Monitoringbbbbbbbbbbbbbbb
User terminates call
attempt
User selects
another destination
by entering the called
person name
Users A and C
talkUser updates directory
with new phone number
for B
User off-hook
Call status updated
Call status updatedUser listens to
intercept tone
User Answers
Call alerting
Call status updatedCall status updated 3rd Party Selective Drop-ACK
User dropped
Call Initiated Event Report (A)
3rd Party Auto Dial
(dest=C)
Alerting Event Report (C)
Connected Event Report (C)
User
Terminal
A User
Terminal
CAdjunct
ProcessorSwitch
User
Phone
C
3rd Party Selective Drop (A)
User requests call
by pointing to
telephone number
Application displays
information for B
3rd Party Auto Dial
(dest=B)
User queries
telephone directory
for user B info
Call Initiated Event Report (A)
User goes off-hook
or forced off-hook
User
Phone
A Customer
Phone
B
User logs into
application
3rd Party Domain Control-ACK Control granted
3rd Party Domain Control
(domain=A)
Reorder Event Report
(cause=invalid number)
A user at a monitored station initiates a call from the data terminal. The first call
receives intercept treatment because the number provided is invalid. The second
call is successful.
A-16  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Screened Transfer Ð Station Monitoringbbbbbbbbbbbbbbb
Call Initiated Event Report (A)
3rd Party Auto Dial (dest=C)
3rd Party Selective Hold (A)
3rd Party Selective Hold-ACK Call placed
on hold Agent and customer
talk
Users A and C
talkUser receives
dial tone
3rd Party Merge
(transfer)
3rd Party Merge-ACK
(from=A, to=C, other=B)
User requests
screened transfer
to C
User completes
transfer
3rd Party Domain Control
(domain=A)
Control granted
3rd Party Domain Control-ACK
User logins to
application
Customer
Phone
BUser
Phone
A
Connected Event Report (A)
Customer information
delivered to data
screen
Alerting Event Report (A)
User connects
User
Phone
C
User and customer
talk
Caller information
delivered to data
screenCall alertingAlerting Event Report (C)
Connected Event Report (C) User Answers
Call alerts
phone
SwitchAdjunct
ProcessorUser
Terminal
CUser
Terminal
A
A user at monitored station A performs a screened transfer operation from the
data terminal.  The adjunct processor, using Third Party Call Control requests,
places the first call on hold (Third Party Selective Hold) and initiates a call to
user C (Third Party Auto Dial). After users A and C talk, user A uses the data
terminal to signal the adjunct processor to complete the transfer of the held call
to user C.
Issue 4  September 1995  
A-17 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Call Coverage to Station Ð Station
Monitoring
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Caller disconnects
Update data screen
Coverage disconnects
Dropped Event Report (C)
Update data screen
Update data screen Connected Event Report (A)
Coverage and 
caller talkCoverage
alerts
Coverage Answers
Connected Event Report (C)
User disconnects
User
Terminal
AAdjunct
ProcessorSwitch
Call alerts
phone
User, coverage,
and customer
talk
User and caller
talk
Coverage
Phone
C
User doesnt
answer; call
goes to coverageAlerting Event Report (A)
Caller information
delivered to data
screen
Alerting Event Report (C)Update data screen
with new station
Dropped Event Report (B)
User answers
User
Phone
A Caller
Phone
B
Application
Monitors Station
3rd Party Domain Control-ACK Control granted
3rd Party Domain Control
(domain=A)
Dropped Event Report (A)
A call to a monitored station goes to coverage after alerting the station. Since the
coverage point is another station, the monitored station (original destination)
maintains a simulated bridged appearance for the call. The monitored station
answers the call after the coverage station has answered the call.
A-18  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Call Coverage to AUDIX Ð Station
Monitoring
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Call Redirected Event Report
Caller information
delivered to data
screen
Alerting Event Report (A)
Request Feature-ACK
Call sent
to AUDIX
User requests
Send All Calls
(SAC)
Update data screen;
call redirected
Request Feature
(Activate SAC)
AUDIX
Coverage
Call alerts
phone
SwitchAdjunct
ProcessorUser
Terminal
A
AUDIX answers
Caller talks to
AUDIX
AUDIX disconnects
Caller disconnects
3rd Party Domain Control
(domain=A)
Control granted
3rd Party Domain Control-ACK
Application
Monitors Station
Caller
Phone
BUser
Phone
A
A call to a monitored station goes to AUDIX after alerting the station. Since
AUDIX coverage does not maintain a simulated bridged appearance at the
monitored station (original destination), the user at the monitored station cannot
connect to the call after the call goes to coverage.
Issue 4  September 1995  
A-19 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Adjunct Routingbbbbbbbbbbbbbbb
Alerting Event Report (A)
Customer information
delivered to data
screen
Connected Event Report (A)Agent connects
Call delivered
to agent
Route Select
(dest=ACD Split)
Agent
Phone
A Customer
Phone
B
Adjunct Route command
encountered
Route Request (orig=B,
dest=VDN, collected digits)
Route End (cause=normal)
Agent
Terminal
A Agent
Terminal
CAdjunct
ProcessorSwitch
Queued Event Report
Call Offered to Domain
Event Report (orig=B)
Customers call
enters monitored 
domain
Call Queues
Agent not
logged-in
Agent and customer
talk
Agent
Phone
C
Another Adjunct
Route command
encounteredRoute End
(cause=agent not logged in)
Adjunct provides
route Adjunct provides
route Route Select
(Direct Agent Call, dest=A, split)
Route Request (orig=B,
dest=VDN, collected digits)
The switch requests a route for a call that encounters an Adjunct Routing
vector command. The ACD agent at the first destination selected by the
application is not logged in. The second destination is an ACD split where the call
queues. The application uses the CPN/BN, DNIS, collected digits via Call
Prompting, and agent/station availability information to route the call to a local or
remote destination.
A-20  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Message Desk Ð Incoming Callbbbbbbbbbbbbbbb
Play message to caller
Record message
Save recorded
message; turn-on
message waiting lamp
Call goes 
to coverage
Message
Phone
C
Call alerts
phone
SwitchMessage Desk
Adjunct
Message Desk
answers
Caller talks to
Message Desk
Message Desk
disconnects
Caller disconnects
MWI turned onSet Value (MWI On, A)
Set Value-ACK
Dropped Event Report (C) Dropped Event Report (B)
3rd Party Domain Control
(domain=C)
Control granted
3rd Party Domain Control-ACK
Application monitors
message desk phone
Caller
Phone
BUser
Phone
A
Call sent
to Message Desk
Alerting Event Report
(orig=B, dest=A, ring=C)
Connected Event Report (C)
Message Desk
alerts
A call to station A redirects to the message desk after alerting the station
(original destination). The application only has control of the message desk
station (phone).
Issue 4  September 1995  
A-21 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Message Desk Ð Message Retrieval via
Phone
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MWI turned offSet Value-ACK
Turn-off
message waiting lamp Set Value (MWI Off, A)
Message Desk
disconnectsConnected Event Report (C)
Message Desk
answers
Message Desk
AdjunctSwitch
User dials
Message Desk
Message
Phone
C
User disconnects
User A talks to
Message Desk.
.
.Accept Input Play message to caller Message Desk
alerts
User A calling message desk
directly to retrieve messages Alerting Event Report
(orig=A, dest=C, ring=C)
User
Phone
A
3rd Party Domain Control
(domain=C)Application monitors
message desk phone
3rd Party Domain Control-ACK Control granted
Dropped Event Report (C)
Dropped Event Report (A)
A user calls the Message Desk to retrieve his or her voice messages.  The
message desk application knows that the user is requesting his or her messages
because the user has dialed the message center directly. The message center
application interacts with the user via the voice call.
A-22  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Message Desk Ð Message Retrieval via
Data Terminal
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Play message to user Play message to user
User listens to
recorded message
User listens to
recorded message
User requests another
voice mail message
User terminates
listening to
messages
Message
Phone
C
3rd Party Make Call
(dest=C, orig=A) User forced off-hook
(speakerphone on)
SwitchMessage Desk
Adjunct
Message Desk
answersConnected Event Report (C)
Message Desk
disconnected
3rd Party Clear Call-ACK User disconnected
3rd Party Clear Call
Set Value (MWI Off, A)Turn-off
message waiting lamp
Set Value-ACKMWI turned off
User requests
voice mail message Application displays
message summary
(voice and text mail)
User enters messaging
application
Terminal
AUser
Phone
A
Alerting Event Report
(orig=A, dest=C, ring=C)
Status displayed
Application originated
call alerts at the
message desk
Message Desk
alerts
A user utilizes a data terminal to retrieve his or her messages.  The application
displays a summary of all voice and text messages stored for the user. The user
utilizes the data terminal to interact with the message desk application. When the
user wants to listen to a voice mail message, the application forces the user
off-hook and originates a call to the message center. The message center then
plays the requested message over the phone. The application disconnects the
call when no more messages need to be played to the user.
Issue 4  September 1995  
A-23