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ATT DEFINITY Communications System Generic 3V4 Instructions Manual
ATT DEFINITY Communications System Generic 3V4 Instructions Manual
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Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Value Queries for Logical Agent and Skill Hunt Groups bbbbbbbbbbbbbbb This scenario shows the Login Audit Query, ACD Agent Status Query, and Extension Query for skill hunt group 4444 and logical agents 2345, 8766, and 6777 (see Figure A-9). Logical agents 2345 and 8766 are logged into skill 4444 from stations 6666 and 9999, respectively. Logical agent 6777 is not logged in. bbbbbbbbbbbbbbbbbbbbbbbb Login_id 6777 Login_id 2345 Login_id 8766DEFINITY Skill 4444 ... x6666x1211 ... ... x9999 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Figure A-9. Skill Hunt Groups and Logical Agents A-44 Issue 4 September 1995
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Host Switch Value Query - Agent Login Audit (domain=split 4444) Value Query - Agent Status Value Query Return Result Value Query - Extension Query (calling=2345) Value Query Return Result Value Query - Extension Query Value Query Return Result Comment (domain=extension 6666, split=****) (domain=login id 6666) domain=login-id Host requests login Audit for Skill 4444 Value Query Return Result (talk state=idle, (domain=extension 6666, (calling=6777)Two stations logged into skill Host requests status of agent at extension 2345 Note: **** is ignored Login-id logged in from station 6666 Not logged in domain=extension 9999) work state=auto-in) Issue 4 September 1995 A-45
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 4. Converse Vector Command Interactions bbbbbbbb External Call to a VDN that has a Converse Step that is Interrupted bbbbbbbbbbbbbbb This scenario presents the call flow for an incoming ISDN PRI call for VDN 7000 that has a Converse vector command that can be interrupted (see Figure A-10). The call comes into the VDN and gets queued to two splits, Split 6500 and Split 3400. The converse vector command then sends the call to the VRU (Split 1234) while maintaining the calls position in the other queues. When an agent in Split 6500 becomes available, the call leaves the VRU and is delivered to the agent. This ``transfer happens regardless of whether or not the caller has completed the VRU interaction. Note that the Alerting Event Report sent when the call alerts the VRU port contains a cause value Ð CS3/23 (call remains in queue). This cause value informs the application that this is a converse split and that the call will not lose its place in any other splits that it has been queued to. VDN 7000 has Event Notification active and each port on the VRU has Domain Control active. bbbbbbbbbbbbbbbbbbbbbbbb VDN 7000 Vector Q ACD Split 3400 Incoming Call call_id=50 1. Queue to Main Split 6500 2. Queue to Main Split 3400 3. Converse on Split 1234 ... Agent Extension DEFINITY x6534 ACD Split 1234 Port 5431 VRU ACD Split 6500 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Figure A-10. Call Flow for a Converse Step that can be Interrupted A-46 Issue 4 September 1995
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb connected=6534) Host Switch Call Offered Event (calling=908576-6362, called=9089577000, domain=VDN 7000) Queued Event Alert Event Alert Event Connect Event Comment (domain=split 3400) Call Offered to VDN 7000 Queued Event (calling=9085766362, called=9089577000, connected=5431, (calling=9085766362, called=9089577000, Drop Event (domain=split 6500) domain=split 1234, cause=in queue) Connect Event Alert Event Connect Event(event notif assoc) Queues to ACO Split 6500 (event notif assoc) Queues to Split 3400 (event notif assoc) Alerts VRU port extension 5431 (event notif assoc) VRU domain control assoc Event notif assoc VRU domain control assoc Call delivered to agent 6534 Event notif assoc VRU port disconnected Event notif assoc Domain control assoc Agent 6534 Answers (event notif assoc) Drop Event connected=5431 Issue 4 September 1995 A-47
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb External Call to a VDN that has a Converse Step that is not Interrupted bbbbbbbbbbbbbbb This scenario presents the call flow for an incoming ISDN PRI call for VDN 7001 that has a converse vector command that is not interrupted (see Figure A-11). The converse vector command passes both the ANI and the VDN number to the VRU. The VRU, after completing the session with the caller, sends the call back to vector processing. Along with sending the call back, the VRU also sends data back to the DEFINITY. This data is collected in a collected digits step. An adjunct route is then done that sends these collected digits to the ASAI Adjunct Processor. The ASAI Adjunct Processor then routes the call to ACD Split 3456. Note that in this scenario, vector processing requires the caller to complete the interaction with the VRU before any additional processing is done to the call. Furthermore, the Alerting Event Report sent when the call alerts the VRU port contains a cause value Ð CS3/23 (remains in queue). This is to inform the ASAI Adjunct Processor that this is a converse split. VDN 7001 has Event Notification active and each port on the VRU has Domain Control active. bbbbbbbbbbbbbbbbbbbbbbbb (data passed:11903876) Vector PVDN 7001 1. Converse on Split 1234 Passing Caller and VDN 2. Collect 8 Digits 3. Adjunct Routing 4. Wait 4 Seconds 5. Route to 0 DEFINITY call_id=45 ACD Split 3456 Incoming CallAgent Extension x4534 ... . . . . . . . . . . . . . . . . . . . . . . . . . . . ...........VRU........... Port 9876 VRU Split 1234 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Figure A-11. Call Flow for a Converse Step that will not be Interrupted A-48 Issue 4 September 1995
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb (event notif assoc)event notif assoc) Host Switch Call Offered to VDN 7001 (event notif assoc) Alert Event Alert Event Connect Event Connect Event Comment (connected=9876, cause=in queue, event notif assoc) Call Offered to VDN 7001 Queued Event (connected=9876, domain=split 1234, cause=in-queue, Route End (domain=1234, event notif assoc) domain control assoc) Drop Event Route Request Connect EventQueued in Conversant Split 1234 Alert at VRU port extension 9876 VRU drops off call Route to Split 3456 Call delivered to agent 4534 Agent disconnects Alert Event (connected=9876, event notif assoc) (connected=9876, domain control assoc) (domain control assoc) Drop Event (event notif assoc) Route Select (called=3456) Queued Event (event notif assoc, domain=split 3456) (connected=4534, domain=split 3456, Call Ended Event (event notif assoc) Drop Event (event notif assoc) Issue 4 September 1995 A-49
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 5. Redirection On No Answer (RONA) Interactions bbbbbbbb Call to Agent with RONAbbbbbbbbbbbbbbb This scenario shows an incoming ISDN PRI call to VDN 7010 that is delivered to extension 6534 in split 6500 (see Figure A-12). The call is not answered by the agent at extension 6534 before the RONA timer expires. When the timer expires, the call is requeued to split 6500 and delivered to agents station 6540. In addition, extension 6534 is placed on AUX-work when the RONA timer expires so that no more ACD calls are delivered to the extension. If the call was sent to an Auto-Available Split (AAS) and the AAS agent or port did not answer, RONA would have taken the agents extension out of service by automatically logging out the extension that did not answer. If the AAS split has Domain Control active, the switch sends a Logout Event Report for the extension logged out. VDN 7010 has Event Notification active over CRV 96. bbbbbbbbbbbbbbbbbbbbbbbb VDN 7010 Vector H ACD Split 3400 Incoming Call call_id=57 1. Queue to Main Split 6500 2. Announcement 3. Queue to Main Split 3400 4. Wait 30 Seconds 5. Announcement Agent Extensions DEFINITY ... x6540 ... x6534ACD Split 6500 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Figure A-12. Call Flow for a Call where RONA Timer Expires A-50 Issue 4 September 1995
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb (connected=6540) Host Switch Offered Event (domain=VDN 7010) Queued Event Alert Event Queued Event Alert Event Comment Call Offered to VDN 7010 Queued Event (connected=6534) Drop Event Alert Event Connect Event Call Ended EventCall queues to Split 6500 (connected=6540)Call queues to Split 3400 Call delivered to extension 6534 RONA requeues call to Split 6500 Call delivered to extension 6540 Caller disconnects Issue 4 September 1995 A-51
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Direct-Agent Call with RONAbbbbbbbbbbbbbbb This scenario presents the call flow for an incoming ISDN PRI call to VDN 8905 that gets routed, via direct-agent call, to extension 1234. The call is not answered by the agent at extension 1234 before the RONA timer expires (see Figure A-13). Because this is a direct-agent call, RONA will redirect the call to the agents coverage path. Furthermore, the agents extension will be placed in the AUX-work mode so that no more ACD calls will be delivered to the agents extension. If the incoming call was sent to an Auto-Available Split (AAS) and the agent (or port) selected did not answer before the RONA timer expired, the call would have been redirected back to the split (and queued at the highest priority) for distribution. Note that an Agent Status Value Query on Extension 1234 was done by the adjunct processor prior to selecting that agent to receive the call. At that point in time, extension 1234 was in the Auto-In mode and in the idle talk state. A second agent status Value Query was done after the call was redirected away from extension 1234. This time extension 1234 is in the AUX-work mode and in the idle talk state. Extension 1234 has Domain Control active over CRV 102. VDN 8905 has Event Notification active over CRV 96 and VDN 9876 is not monitored. Extension 1234 is logged into ACD split 1200. A-52 Issue 4 September 1995
Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbbbbbbbbbbbbbbbbbbbbb DEFINITYAgent Extension x1234 ... 1. Adjunct Routing 2. Wait 4 Seconds 3. Adjunct Routing 4. Wait 4 Seconds 5. BusyVector R VDN 8905 Incoming Call call_id=57 1. Announcement 123 2. Collect 4 Digits 3. Route to Digits 4. Route to 0Vector M VDN 9876 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Figure A-13. Call Flow for a Direct Agent Call where RONA Timer Expires Issue 4 September 1995 A-53