ATT DEFINITY Communications System Generic 3V4 Instructions Manual

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
2. Calls Across Multiple Switchesbbbbbbbb
This section presents several scenarios for calls routed, transferred, or
conferenced across switches.  Figure A-1 shows the VDNs, vectors, splits, and
extensions for the following scenarios. Each switch has its own ASAI link, but
ASAI links are not shown in the figure.
NOTE:
Section 7 provides examples of calls between switches using UUI.
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SWITCH A
1. Queue to Main
Split 3333
2. Wait 10 Secs
3. Announcement
4. StopVector J
VDN 5008
1. Queue to Main
Split 3999
2. Wait 30 Secs
3. Route to 1111
4. Goto Step 2
Vector L
...
x4909ACD Split
3999
ACD Split
3333VDN 1111
SWITCH B
x1567
......
x4555
ACD Split
1444 1. Goto Step 3 if
Agents Available < 0
2. Route to 1222
3. Busy
4. StopVector I
VDN 1222 Vector N
1. Queue to Main
Split 1444
2. Wait 30 Secs
3. Announcement
4. Goto Step 2
Trunks
VDN 5678
Trunks
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Figure A-1.  Multiple Switch Configuration
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External Call to VDN, Answered by Station
and Transferred to a VDN on Another
Switch
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This scenario shows the call flow for an incoming ISDN PRI call to VDN 5678
that is answered by extension 4555 in ACD split 3333 (see Figure A-2.) The
agent at extension 4555 manually transfers the call to VDN 1222 in switch B.
Extension 1567 in ACD split 1444 answers the call at switch B.
The scenario shows the agent at extension 4555 completing the transfer
operation while the call is in queue at ACD split 1444.  Note that no Alerting or
Connected Event Report is sent to switch A, because the call to switch B (call_id
45) is not monitored on switch B until it is merged with the incoming call (call_id
37).  If the agent 4555 completes the transfer after talking to agent 1567, the Call
Transferred Event Report would have had occurred after the connected Event
Report is sent by switch B. All other parameters would have remained the same.
Similarly, if the operation is a conference instead of a transfer, the Call
Transferred Event Report would have been replaced by a Call Conferenced
Event Report.
Assume that VDN 5678 is monitored over CRV 98 by an ASAI Adjunct Processor
connected to switch A and that VDN 1222 is monitored over CRV 26 by an ASAI
Adjunct Processor connected to switch B. Messages in italics refer to messages
exchanged by Switch B and the ASAI Adjunct Processor connected to switch B.
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SWITCH A
VDN 5678 Incoming Call
call_id=37Vector J1. Queue to Main
Split 3333
2. Wait 10 Secs
3. Announcement
4. Stop
ISDN PRI
...
ACD Split
3333
x4555ACD Split
1444Vector N
1. Queue to Main
Split 1444
2. Wait 30 Secs
3. Announcement
4. Goto Step 2 call_id=88 VDN 1222
SWITCH B
x1567
...
call_id=45
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Figure A-2.  Call Flow for Blind Transfer to Another Switch
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(Switch B) (Switch A)
External Call to VDNs answered by ACD Agent, blind transfer to VDN on Another Switch
Host
Switch A Switch BHost
Event Notif Request (CRV=98)
(VDN=5678)
Event Notif ACK
Call offered to VDN 5678 event
Queued Event
Alerting Event
(call delivered to agent)
Connected Event
Hold Event
Transfer Event
Drop Event
(trunk disconnects.  The
caller disconnects before the
Call Ended Event trunk between A and B drops.)
Incoming call
Agent blind transfers call to VDN 1222 on Switch B
Event Notif Request (CRV=26)
(VDN=1222)
Event Notif ACK
Call offered to VDN 1222 event
Queued Event
Alerting Event
Connected Event
Drop Event
Call Ended Event
Agent disconnects
Call terminates
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External Call to VDN, Answered by Station,
and Transferred to a Station on Another
Switch
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This scenario shows the call flow for an incoming non-ISDN call to VDN 5678
that is answered by extension 4555 in ACD split 3333 (see Figure A-3). The
agent at extension 4555 does a consultation transfer to extension 1567 on switch
B. That is, the transfer is completed after the agent on extension 4555 talks to
the agent on extension 1567.  The trunks between switches are ISDN PRI
trunks.
Assume that VDN 5678 is monitored over CRV 98 by an ASAI Adjunct Processor
connected to switch A and that extension 1567 is domain-controlled over CRV 45
by an ASAI Adjunct Processor connected to switch B. Messages in italics refer to
messages exchanged by switch B and the ASAI Adjunct Processor connected to
switch B.
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SWITCH A
Vector J1. Queue to Main
Split 3333
2. Wait 10 Secs
3. Announcement
4. StopVDN 5678 Incoming Call
call_id=53
SWITCH B
...
x1567ACD Split
1444 call_id=21
ISDN PRI
...
ACD Split
3333
x4555
call_id=12
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Figure A-3.  Call Flow for Consultation Transfer to Another Switch
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(Switch B) (Switch A)Host
Switch A Switch BHost
Event Notif Request
(VDN=5678, CRV=98)
Event Notif ACK
Call offered to VDN 5678 event
Queued Event
Alerting Event
Connected Event
Hold Event
Transfer Event
Drop Event
Call Ended Event
Incoming call
Agent places call on hold
Domain Control Request
(extension 1567, CRV=45)
Alerting Event
Connected Event
Drop Event
Drop Event
Agent calls x1567 on Switch B
Agent transfers call
Caller connected to x1567 on Switch B
Caller disconnects(call alerts station 1567)
(trunk disconnects)
(agent drops)
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External Call to Lookahead Interflow VDNbbbbbbbbbbbbbbb
This scenario shows the call flow for an incoming ISDN PRI call to VDN 5008
that looks ahead to VDN 1111 on switch B (see Figure A-4). The first lookahead
interflow attempt is denied by switch B. The second lookahead interflow attempt
is accepted by switch B and the call is delivered to and answered by extension
1567 in ACD split 1444.
Note that switch A is not guaranteed to receive an ISDN Alerting message from
switch B. In these cases, the ASAI adjunct connected to switch A does not
receive the Alerting Event Report.  The lookahead display information is the VDN
name provided on the VDN administration form and is subject to the VDN display
override rules.
Assume that VDN 5008 is monitored over CRV 80 by an ASAI Adjunct Processor
connected to switch A, and that VDNs 1111 and 1222 are monitored over CRVs
20 and 26, respectively, by an ASAI Adjunct Processor connected to switch B.
Messages in italics refer to messages exchanged by Switch B and the ASAI
Adjunct Processor connected to switch B.
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...
x4909ACD Split
3999 Incoming Call
call_id=74
SWITCH A
Vector L
1. Queue to Main
Split 3999
2. Wait 30 Secs
3. Route to 1111
4. Goto Step 2 VDN 5008ISDN PRI
VDN 1111
SWITCH B
...
ACD Split
1444
x1567
1. Goto Step 3 if
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(Switch B) (Switch A)Host
Switch A Switch BHost
Event Notif Request (VDN=5008)
Event Notif ACK
Call offered to VDN 5008
Queued Event
Alerting Event
Connect Event
Drop Event
Call Ended Event
Incoming call
Interßow occurs
Event Notif Request (VDN=1111)
Event Notif ACK
Call goes to step 2 and LAI again (queued in split 3999)
(from ISDN ALERT message)
ISDN trunk disconnect
(VDN 5008 event notif assoc)
Event Notif Request (VDN=2222)
Event Notif ACK
Call offered to VDN 1111
(VDN 1111 event notif assoc)
Drop
(VDN 1111 event notif assoc)
Call Ended
(VDN 1111 event notif assoc)
Call offered to VDN 1111
Call offered to VDN 1222
(VDN 1222 event notif assoc)
Alerting Event
(VDN 1222 event notif assoc)
Connect Event
(VDN 1222 event notif assoc)
Call Ended Event (VDN 1222 event notif assoc)
Drop Event
(VDN 1222 event notif assoc)
Call does not route to 1222
Busy step rejects LAI call
Agents available this time, so call routes to 1222
Agent disconnects
Call redirected to VDN 1222
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External Call to VDN, Answered by a Local
Station, and Transferred to a Lookahead
Interflow VDN
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This scenario shows the call flow for an incoming ISDN PRI call to VDN 5678
that is answered by extension 4555 in ACD split 3333 and subsequently
transferred to lookahead interflow VDN 5008 (see Figure A-5).  The call is
accepted by the receiving switch (switch B), waits in queue until the vector
announcement (VDN 1222, vector N) and is abandoned by the caller while the
call is alerting extension 1567.  The lookahead display information is the VDN
name provided on the VDN administration form.
The transfer to VDN 5008 is completed before the call attempts the lookahead to
switch B. If the call had initiated the lookahead interflow before the transfer
operation had been completed, the ASAI adjunct connected to switch B would
have received the extension 4555 as the calling party number instead of the
original SID/ANI for the call.
Note that the Alerting Event Report received by the ASAI Adjunct Processor
connected to switch A is received only if the lookahead interflowed call receives
alerting treatment (that is, wait hearing ringback/announcement or extension
alerting) before the call is answered on switch B. If the call waits with silence (for
example, wait hearing silence) before switch B applies ringback or answers the
call, the ASAI Adjunct Processor connected to switch A receives a
Cut-Through/Progress Event Report. Subsequent Alerting and Connected Event
Reports are provided, depending on the call treatment provided by vector
processing.
The Connected Event Report received by the ASAI Adjunct Processor connected
to switch A is triggered by the ISDN Connect message received from switch B.
Switch B provides a single ISDN Connect message with the first answer
treatment provided. For example, listening to music or to an announcement while
the call is in vector processing triggers switch B to send an ISDN Connect
message to switch A. Switch B does not send additional ISDN messages to
switch A for subsequent answers (for example, other announcements or
answered by a station). Therefore, the ASAI Adjunct Processor connected to
switch A does not receive further answer/connect notifications for the call.
Also note that the ISDN called number received by the adjunct connected to
switch A is not the same as the VDN number, since ISDN digit manipulation has
occurred.
Assume that VDNs 5678 and 5008 are monitored over CRVs 98 and 80,
respectively, by an ASAI Adjunct Processor connected to switch A and that
VDNs 1111 and 1222 are monitored over CRVs 20 and 26, respectively, by an
ASAI Adjunct Processor connected to switch B. Messages in italics refer to
messages exchanged by Switch B and the ASAI Adjunct Processor connected to
switch B.
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