ATT DEFINITY Communications System Generic 3V4 Instructions Manual

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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SWITCH A
Vector J
1. Queue to Main
Split 3333
2. Wait 10 Secs
3. Announcement
4. Stop
VDN 5008Vector L
1. Queue to Main
Split 3999
2. Wait 30 Secs
3. Route to 1111
4. Goto Step 2
x4555
ACD Split
3999
...
ACD Split
3333
...
x4909
Incoming Call
call_id=33VDN 5678
call_id=55
ISDN PRI
VDN 1222Vector N
1. Queue to Main
Split 1444
2. Wait 30 Secs
3. Announcement
4. Goto Step 2
VDN 1111
SWITCH B
...
ACD Split
1444 call_id=43
x1567
1. Goto Step 3 if
Agents Available < 0
4. Stop 2. Route to 1222
3. BusyVector I
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Figure A-5.  Call Flow for a Transfer to a Lookahead Interflow Vector
A-34  Issue 4  September 1995 
						

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(Switch B) (Switch A)Host
Switch A Switch BHost
Event Notif Request (VDN=5678)
Event Notif ACK
Call offered
Queued Event
Hold Event
Incoming call
Agent puts call on holdEvent Notif Request (VDN=1111)
Event Notif ACK
Agent transfers call (blind) (VDN 5678 notif assoc)
Event Notif Request (VDN=1222)
Event Notif ACKEvent Notif Request (VDN=5008)
Event Notif ACK
(VDN 5678 notif assoc)
Alerting Event
(VDN 5678 notif assoc)
Connect Event
(VDN 5678 notif assoc)
and makes call to LAI VDN 5008
(VDN 5678 notif assoc)
Call offered to VDN 5008
(VDN 5008 event notif assoc)
Queued
(VDN 5008 event notif assoc)
Transfer
VDN 5008 event notif assoc
LAI occurs
Call ended
VDN 5678 event notif assoc
Issue 4  September 1995  A-35 
						

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(Switch B) (Switch A)Host
Switch A Switch BHost
Call offered
(VDN 1111 event notif assoc)
Queued
(VDN 1222 event notif assoc)
Call Ended (VDN 1222 event notif assoc)
Drop
(VDN 1222 event notif assoc)
Announcement Step Causes ISDN PRI
Connect Message
Call delivered to station 1567
Alert
VDN 5008 event notif assoc
Connect
VDN 5008 event notif assoc
Drop
VDN 5008 event notif assoc
Call Ended Event
VDN 5008 event notif assoc
Call offered
(VDN 1222 event notif assoc)
Alert
(VDN 1222 event notif assoc)
Caller abandons
Call redirected
(VDN 1111 event notif assoc)
A-36  Issue 4  September 1995 
						

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
3. Expert Agent Selection Interactionsbbbbbbbb
This section presents call scenarios in the Expert Agent Selection Environment.
External Call to VDN, Answered by Logical
Agent, and Conferenced with Another
Logical Agent
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This scenario shows an incoming non-ISDN call to VDN 5555 that queues to
skills 3333 and 4444 (see Figure A-6).  Logical agent 2345, logged in from
station 6666, answers the call and conferences logical agent 8766 (logged in
from station 9999). No queue event is provided for skill 4444 because logical
agent 2345 with skill 4444 is available immediately to answer the call.
Note that the called number in the Call Conference Event Report provides the
agents physical extension, not the agents login id extension.
Event Notification for VDN 5555 is active over CRV 78 as shown at the beginning
of the call flow. The Adjunct Processor-initiated login for logical agent 2345 is
also shown. Logical Agent 8766 is assumed to have logged in manually at the
voice station.
Issue 4  September 1995  
A-37 
						

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DEFINITY
Vector K
(Skills 3333, 4444)
1. Queue to Main Skill 
2. Queue to Backup Skill
3. Announcement
Logical id 8766
x9999
call_id=45
...
Logical id 8766 Login_id 2345x6666Skill
4444
Skill
3333
...
Incoming Call
call_id=37VDN 5555
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Figure A-6.  Call Flow for Incoming Call to Skill VDN
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Host Switch
Event NotiÞcation Request
(CRV=78, VDN 5555)
Event Notif ACK
Feature Request-Login
Feature Request ACK
Call Offered Event
(called=5672035555, domain=VDN 5555)
Queued Event
Alerting Event
Connected Event
Drop Event
(connected=6666)
Call Ended Event
Comment
(extension 6666, user code=2345#9000)
(domain=split 3333)
(called=5672035555, connected=6666, domain=split 4444)
(called=5672035555, connected=6666)
Hold Event
(connected=6666)
Conference Event
Drop Event
(connected=9999)
9000 is login password
Call offered to VDN 5555
Call delivered to logical agent 2345
Agent places call on hold
Agent 2345 completes
Conference to logical agent 8766
Note:  Physical extensions will
appear in this event report, not
Station 6666 disconnects logical extensions.
Issue 4  September 1995  A-39 
						

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External Call to a Logical AgentÂs Station
Transferred to Another Logical Agent
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This scenario shows an incoming ISDN PRI call to a domain-controlled station,
6666 (see Figure A-7).  Logical agent 2345 (logged in from station 6666)
answers the call and transfers it to logical agent 8766 logged in from station
9999. Logical agent 3456 completes the transfer operation while the call is
queued for logical agent 8766.
Note that the called number in the Transfer Event Report contains the logical
agents login id extension. If the transferred operation had occurred after the call
was delivered to an agent station, the called party would have contained the
physical stations extension. A call is delivered to a station if the call is either
alerting or connected to the station.
Domain Controls for stations 6666 and 9999 are active over CRV 56 and 34,
respectively, as shown at the beginning of the call flow. Third Party Domain
Control is only allowed on a physical extension number; it is not allowed on a
login id extension.
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DEFINITY
call_id=77
Incoming Call
call_id=90Login_id 2345
...
x6666Skill
4444
...
Login_id 8766
x9999Skill
9000
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Figure A-7.  Call Flow for Incoming Call to Logical Agent Transferred to Another Logical
Agent
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Host Switch
Domain Control Request
(domain=extension 6666, CRV=56)
Domain Control Request
Alert Event
Connect Event
(domain control assoc for 6666)
Hold Request
Hold ACK
Auto Dial
Transfer Event
(domain control assoc for 6666)
Connect Event
Comment
(domain=extension 9999, CRV=34)
(domain control assoc for 6666)
(called=8766, return ACK=yes)
Auto Dial ACK
Queued Event
Alert Event
(domain control assoc for 9999)
Incoming Call Domain Control ACK
(domain control assoc for 6666)
(domain control assoc for 6666)
(domain control assoc for 6666)
(domain control assoc for 9999)
Call Ended EventDrop Event
(domain control assoc for 9999)
(domain control assoc for 9999)Delivered to Agent 2345
Host request call be put on hold
Host initiating call to transfer
Queues to logical agent 8766
Agent completes transfer manually
Issue 4  September 1995  A-41 
						

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Direct Agent Call to Logical Agent Ð Make
Call to Login ID
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This scenario shows the call flow for a Third Party Make Call from logical agent
2345 to logical agent 8766 (see Figure A-8).  Logical agent 2345 is logged in
from station 6666, and logical agent 8766 is logged in from station 9999.  Logical
agent 8766 is not available to receive the call and the call goes to the coverage
destination for login id 8766 (as opposed to following the coverage path
associated with station 8900).
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...
Login_id 2345
x6666Skill
4444
...
Login_id 8766
x9999Skill
9000
...
DEFINITY
call_id=67
x8900
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Figure A-8.  Call Flow for Direct Agent Call to Logical AgentÂs Login ID
A-42  Issue 4  September 1995 
						

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Host Switch
Make Call
(called=8766, calling=2345, return ACK=y)
Queued Event
Alert Event
Connect Event
(calling=6666, called=8766, connected=8900)Comment
(connected=6666)
Queued for logical agent 8766 Make Call ACK
(calling=6666, called=8766, connected=8900,
Call Ended OperationDrop Event
(connected=6666)
domain=split 9000)Call delivered to station 8900
Call connected to station 8900
Station 6666 disconnects
Issue 4  September 1995  A-43