ATT DEFINITY Communications System Generic 3V4 Instructions Manual

							Call Scenarios and Applicationsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
domain control assoc)
Host Switch
Call Offered
(domain=VDN 8905)
Agent Status Query
Value Query Response
Route Select
Route End
Comment
(split=1200, extension=1234)
Call Offered to VDN 8905
Route Request
(workmode=auto-in, talk state=idle)
(connected=1234, split=1200,
Redirect Event
Alert Event
Alert Event
Value Query ResponseAgent Status Query
(domain control assoc) (split=1200, extension=1200, direct agent call=y)
(connected=1234, split=1200)
(event notif assoc)
(split=1200, extension=1234)
(workmode=aux work, talk state=idle)Agent Status Query on 1234
Route to agent 1234 as direct
agent call
RONA redirects call to agent
coverage path
Switch has put agent into AUX
work since call was not answered
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6. VDN in Coverage Path Interactionsbbbbbbbb
Incoming Call Routed to a Station that has a
VDN in the Coverage Path
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This scenario shows the call flow for an incoming non-ISDN call that gets routed
to extension 1234 via the adjunct routing command. Extension 1234 does not
answer the call and the call covers to extension 9876. Extension 9876 does not
answer the call and the third coverage point is VDN 3634 (see Figure A-14).
VDN 8905 has Event Notification active over CRV 96.  Extensions 1234 and
9876 have Domain Control active over CRV 80 and 95, respectively.
The ASAI messages generated by the adjunct routing vector command are also
shown.
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Vector U
...1. Adjunct Routing
2. Wait 4 Seconds
3. Adjunct Routing
4. Wait 4 Seconds
5. BusyVector R
VDN 8905 Incoming Call
call_id=48
Stations
VDN 3634x1234 DEFINITY1. Collect 1 Digit After
Announcement 123
2. Route to 6301 if
Digits equal 0
3. Route to 4600x9876
...
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Figure A-14.  Call Flow for an Agent who has a VDN in the Coverage Path
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Host Switch
Call Offered Event
(VDN=8905, notif assoc)
Route Select
Route End
Alert Event
Alert Event
Comment
(called=1234)
Route to extension 1234 Route Request
(connected=9876, domain control assoc for 9876)
Redirect Event
Alert Event
Alert Event
Redirect Event
(domain control assoc for 1234)(connected=1234, notif assoc)
(connected=1234, domain control assoc for 1234)
(connected=9876, event notif assoc)
(domain control assoc for 9876)Call covers to extension 9876
Call covers to VDN 3634
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External Call to a VDN with a Forced First
Announcement that gets Routed to a Second
VDN
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This section presents the call flow for an incoming ISDN PRI call for VDN 5678
that hears a forced first announcement (See Figure A-15). After the
announcement, the call gets routed via the adjunct routing vector command to
VDN 5700. The call eventually gets answered by Agent 4566 in Split 3460.
Note that no event reports are generated for the announcement.  In general,
ACD split forced first or second announcements and vector-controlled
announcements do not generate announcements. However, event reports are
generated for non-split announcements.
VDN 5678 has Event Notification active over CVS 98.
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VDN 5678
...
x4566
Incoming Call
call_id=37
ACD
Split
3460 ACD
Split
3459
VDN 5700DEFINITY
1. Announcement Extension 3001
2. Adjunct Routing
3. Wait 4 Seconds
4. Route to 0Vector G
1. Queue to Main Split 3459
2. Announcement Extension 4001
3. Check Backup Split 3460
4. StopVector J
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Figure A-15.  Call Flow for Call to a VDN with Announcement and Routed to Another
VDN
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Host Switch
Call Offered Event
(event notif assoc)
Route Select
Route End
Queued Event
Comment
Route to VDN 1234 Route Request
(domain=split 3460, connected=4566)
Connect Event
Queued Event
Alert Event
Drop Event
(connected=4566) (domain=split 3459)
(domain=split 3460)
(connected=4566)
Call Ended Event
Call queues to ACO split 3459
Call queues to ACO split 3460
Call delivered to agent 4566
Agent disconnects
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Outgoing Call over Non-ISDN Trunkbbbbbbbbbbbbbbb
This section presents the call flow for an outgoing call over a non-ISDN trunk.
Station 1234 initiates this preview dialing call (see Figure A-16).
Note that a Trunk Seized Event Report is generated when the switch places the
call over a non-ISDN trunk.  Furthermore, no Alerting or Connected Event
Reports follow a Trunk Seized Event Report.  The only event report that may be
generated for the destination is a Dropped Event Report.
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x1234 call_id=80DEFINITY
External Endpoint
(non-ISDN Trunk)
...
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Figure A-16.  Outgoing Call over Non-ISDN Trunk
 
Host Switch
3PMake Call
(called=99085766362, calling=1234)
Hold Event
Reconnect
Reconnect ACKComment
(called=####)
Make call from 1234 to
Trunk Seized Event
Call Ended OperationDrop Event
(connected=####)
external destination
Call goes over non-ISDN trunk
Station 1234 puts call on hold
External party drops
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Outgoing Call over ISDN Trunk that Results
in an ISDN Progress Message
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This section presents the call flow for an outgoing call over an ISDN trunk that
traverses a non-ISDN network(s) before it reaches its destination. Station 4567
initiates an outgoing call to an external destination. Station 4567 has Domain
Control active and uses the Auto Dial capability to initiate the call (see Figure
A-17).
When a call leaves the ISDN network, an ISDN PROGress message is sent from
the PRI network to the switch and subsequently to the ASAI Adjunct Processor.
The switch sends the contents of the PROGress message in a Cut-Through
Event Report. Multiple PROGress messages may be sent for a call; each one is
mapped into a Cut-Through Event Report.
For a call that has resulted in a Cut-Through Event Report being generated, the
Alerting Event Report is optional. A Connected and/or Drop Event Report is
always sent as long as the call utilizes the ISDN facilities.
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...
x4567 DEFINITY
call_id=60 non-ISDN
network
External Endpoint
(ISDN Trunk)
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Figure A-17.  Call Flow for Outgoing ISDN Call that Traverses a non-ISDN Network
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Host Switch
Call Initiated
Cut Through Event
Connected Event
Comment
(called=99085766362)
Station 4567 goes off hook
Auto Dial
Drop Event Drop Event
(connected=####)
(calling=4567, called=99085766362, connected=9089576362)
(connected=4567)Host application dials number
Connected information from
ISDN Connect Event
External destination drops
Station 4567 drops
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7. User Scenarios Ð User to User
Information (UUI)
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Figure A-18 shows a typical distributed call center configuration. An ASAI host is
connected to each of the switches and calls are delivered to either switch.  The
applications running on the ASAI hosts are not connected to each other.
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ISDN PRI
Non PRI
VRU Port1VDN11
VDN0
VDN2
VDN1
VRU Split1
ACD SplitAASAI ASAI
AdjunctASAI
AdjunctASAIVDN3
VDN4
ACD SplitB
VRU Port2
AgentA AgentB Switch A Switch B
ISDN PRI
AB
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Figure A-18.  Distributed ACD Configuration
The following call sequences show typical UUI scenarios:
Call Sequence 1 shows an incoming non-ISDN PRI call to switch A, delivered to
VDN1.  VDN1 delivers the call to VRU Port1 in VRU Split1.  After the caller
terminates the VRU session, the ASAI host transfers the call to VDN2 for further
processing.  The ASAI host includes UUI in the Third Party Make Call used to
start the transfer.  While the call is in VDN2, the call interflows to switch B. The
call is accepted at switch B and an announcement is played while the call waits
in queue for ACD SplitB.
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Call Sequence 1:
Host A Host B Comment
Call Offered
(called=VDN1, domain=VDN1,
trunk group=AAA)
Alert Event
(connected=VRU Port 1,
domain=split VRU Split 1)
Connect Event
(connected=VRU Port 1,
domain=split VRU Split 1)
Hold Event
(connected=VRU Port 1)
3PMake Call Request
(UUI=info1, called=VDN2)
Call Transferred Event
Queued Event
(called=VDN2, domain=ACD Split A)
Call Offered
(called=VDN3, calling,
domain=VDN4, LAI info)
Queued Event
(called=VDN3, domain=ACD split 3)
Connect Event
(called=VDN3)
Alert Event
(called=VDN3, connected=agentB,
domain=splitB, UUI=info1)
Connected Event
(called=VDN3, connected=agentB)
Drop Event
(connected=agentB)
Call Ended Event Call Ended EventIncoming call to Switch A
Call delivered to VRU
Call connected to VRU
VRU places call on hold
VRU requests New Call to
do transfer to VDN2
VRU transfers call to VDN2
Call intraßows to Switch B
(VDN3 is the LAI VDN; VDN4
is the VDN for accepted calls)
Call connects to announcement:
answer supervision reported on trunk
Agent B disconnects
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