ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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The Call Prompting feature can also be used to collect additional information
from the caller before the switch requests a route from the application.4 The
application then uses the collected digits (for example, Sales, Parts, or Service
department selection) to select the appropriate route for the call.
For G3V3 and later, the following features provide additional functionality:
ASAI-Provided Digits allows an adjunct to include digits in a Route Select
capability.  These digits are treated as dial-ahead digits for the call.  They can be
collected one at a time or in groups using the collect digits vector command(s).
For example, an incoming call is routed by an application to a VRU. As part of
the ``route, the application provides digits to be passed to the VRU.  The digits
may indicate which application or script to play, which host is handling the call (in
case there are multiple hosts), and perhaps a call identifier.  These digits can be
collected during vector processing through a ``collect step and then passed to a
VRU via the ``converse step, or to another application via the route request or
Call Offered to Domain event report.
ASAI-Requested Digit Collection gives an adjunct the ability to request that a
DTMF tone detector (TN744) be connected to detect user-entered digits.  The
request is made via an option of the Route Select message.  The digits collected
as a result of this feature are passed to ASAI monitoring and/or controlling
adjuncts for action. The switch handles these digits like dial-ahead digits.
These digits are collected while the call is not in vector processing.  They are
sent to an ASAI adjunct, and/or they may be used by Call Prompting features.
Multiple Outstanding Route Requests allows multiple ASAI Route Requests
for the same call to be active at the same time.  The Route Requests can be
over the same or different ASAI links.  The requests are all made from the same
vector.  This feature is used for load balancing among multiple applications or to
implement redundancy in adjunct routing.
User to User Information (UUI) allows distributed CallVisor ASAI and ACD
users to associate caller information with a call.  This information may be a
customer number, credit card number, alphanumeric digits, or a binary string.  It
is propagated with the call whether the call is transferred or routed to a
destination on the local switch or to a destination on a remote switch.
Information may be sent by the network or by ASAI.  It is stored with calls and
passed to the network and to ASAI.
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4.  The last set of digits collected is sent to the application in the switch request for a route.
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For G3V4 and later, the following features provide additional functionality:
Flexible Billing: The adjunct will be informed if Flexible Billing is available on an
incoming call.  This information could be used to route calls without this ability
differently.
Logging for Call Backbbbbbbbbbbbbbbb
The Logging for Call Back application uses CPN/BN or calling party number and
any digits collected via the Call Prompting Feature to record the callers phone
number and allow the caller, who otherwise might wait in queue for an extended
period, to disconnect from the call.  The application will then call the
disconnected caller when agents are available to handle the call.
A sample scenario for the Logging for Call Back application is as follows:
1. The application uses the Event Notification Request capability to monitor
all incoming calls to an ACD split or VDN.
2. During periods of high call activity with many queued calls, the caller
receives an announcement with the following options: to leave a phone
number where the caller can be reached, to drop from the call (if the
CPN/BN received is recognized), or to wait in queue.
3. After the caller provides the phone number, the PBX sends the call
information (for example, CPN/BN, DNIS, collected digits) to the
application in a Call Offered to Domain Event Report or a Route capability
and disconnects the call.
4. When agents are available, the application uses the Outbound Telephone
Support application (for example, Predictive Dialing) to return calls to the
disconnected callers.
Automatic Agent Reconfigurationbbbbbbbbbbbbbbb
The Automatic Agent Reconfiguration application uses the Request Feature
Capability to move agents (that is, login and logout) to different ACD splits based
on the call activity levels (for example, queue length, time in queue) of the splits.
The application increases the number of agents available to handle the queued
calls by moving an agent from other ACD splits that can be staffed with fewer
agents.
A sample scenario for the Automatic Agent Reconfiguration application is as
follows:
1. The application uses the Event Notification Request capability to monitor
several ACD splits.
2. The application tracks the number of calls in the queue and the number of
available agents for each ACD split. The switch sends the Queued Event
Report every time a new call queues into an ACD split. The Value Query
Capability provides the number of available agents for each ACD split.
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3. Based on application-specific thresholds (for example, number of calls in
queue) the application uses the Request Feature Capability to log in an
agent into another split.
Sequence Dialingbbbbbbbbbbbbbbb
Sequence Dialing is implemented in two ways:
1. By using VDN Return Destination (release G3V2 and later), in which
callers reach a VDN with Sequence Dialing activated.  Through the VDN
Return function, they reach a final destination but do not hang up when
the other side drops.  This will automatically return them to VDN
processing and give them the ability to call other numbers.
2. By using ASAI-Requested Digit Collection in conjunction with an ASAI
application.  (This is a combination of ASAI and VDN Return Destination.)
ASAI collects a certain digit sequence that indicates sequence dialing is
desired.  The caller reaches a VDN, is transferred to a final destination
that results in a busy or unanswered call, and enters a specific sequence,
such as a ``#, to make another call.  The application receives the digits
through an Entered Digits Event Report.  It then drops the far end and
returns the call to VDN Return Destination for repeat dialing.
Office Automationbbbbbbbb
Office Automation applications allow office personnel (users) to use the computer
data terminal to logically integrate voice and data handling at the users desktop
by allowing an application to:
Know the status of calls at the users phone
Initiate, terminate, and control (hold, reconnect, transfer, conference) calls
at the users phone
Invoke switch features (that is, Call Forwarding, Send All Calls [SAC]) on
behalf of the phone
Provide messaging services that integrate the Message Waiting Indicator
at the users phone
Incoming Call Identificationbbbbbbbbbbbbbbb
The Incoming Call Identification (ICI) application displays the calling party name
and telephone number on the users data terminal.  Based on the displayed
information, the user can decide whether to answer the call or send the call to
coverage.
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A sample scenario for the Incoming Call Identification application is as follows:
1. The application uses the Domain Control capability to monitor all calls
originated and received by or delivered to users phone sets.
2. When an incoming call is delivered to a users phone, the switch sends an
Alerting Event Report containing the calls CPN/BN and dialed number
(implies redirection if different from the alerting phone).
3. The application displays, at the users data terminal, the information
contained in the Event Report as the call rings the users phone.  When
CPN/BN is available, the application searches its own database
5 (for
example, corporate directory or customers database) of names and
telephone numbers, so that the calling party name is also displayed on the
users terminal.
4. Based on the information displayed at the data terminal, the user can
answer the call or invoke the SAC feature from either the data terminal or
the telephone set.  Alternately, the application may request Redirect Call
based on the information obtained.
Phone Management and Directory Servicesbbbbbbbbbbbbbbb
A Phone Management and Directory Services application may allow telephone
users to:
Originate, answer, and manipulate calls at a station by using hold,
transfer, reconnect, answer, conference, and drop
Request to make a call using the called party name
Create a personal directory list (the user might define his or her own
directory to be used by the application when searching for a telephone
number to be included in call request)
Redirect calls to the message desk or coverage
A sample scenario for the Phone Management and Directory Services
application is as follows:
1. The application uses the Domain (Station) Control capability to monitor all
calls at a station.
2. A user brings up the telephone management screen at his or her data
terminal and enters the name of the called person.
3. The application searches the users personal directory and corporate
directory for the phone number associated with the called name. As soon
as a telephone number is retrieved, the application uses the Third Party
Auto Dial capability to originate the call for the user.
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5.  The user may define the personal directory database to be used by the application.
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4. The application receives event reports (for example, Call Originated,
Alerting, Connected, Call Conferenced, Dropped) for the call indicating the
status and/or progress of the call. The application will then display the
status of the call at the users data terminal.
5. The user controls the call by entering telephone commands at the data
terminal. The application then uses the Call Control capabilities to control
(for example, hold, transfer, conference) a call at the users station.
6. The user requests the application to forward or redirect calls to the
message desk or coverage. The application uses the Request Feature
capability to request SAC or Call Forwarding on behalf of the station
associated with the user.  Alternately, the application may request
Redirect Call based on the information obtained.
Message Deskbbbbbbbbbbbbbbb
A Message Desk application may provide users with dialing and messaging
services.  These services may allow office personnel to take messages from
callers, look up numbers in an electronic directory, and use on-screen
commands to make, receive, and manipulate telephone calls (for example, hold,
transfer).  In addition, the Message Desk application may control the state of the
message waiting lamp to notify telephone users that voice and/or text mail, as
well as other messages, are waiting for the user.
A sample scenario for the Message Desk application is as follows:
1. The application uses the Domain (Station) Control capability to monitor the
group of stations designated as the message desk stations (for example,
secretary, coverage point).
2. When a call is redirected to the message desk (via Send All Calls or call
coverage), the application receives an Alerting Event Report containing
the original dialed number, the calling party number, the alerting station
number, and, if link version 2 is active, the reason for redirection.
3. The application uses the dialed, calling party, and alerting station numbers
to search and automatically display on the message desk data terminal
the messages left by the originally called party for the caller.  The called
party has used electronic mail to generate and send to the message desk
application the messages that should be provided to callers by the
message desk attendant.
6 If no message is provided, a standard message
is given to the caller.
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6.  The user might provide one standard message to all callers (for example, busy in a meeting all day) or different
messages to different callers based on the calling party number (for example, off-PBX calls receive: busy in a
meeting; on-PBX calls receive: busy in a meeting with John Doe until 5:00 p.m.).
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4. Messages left at the message desk are sent via electronic mail to the
originally called person with the calling party number automatically added
to the electronic mail message.  In addition, the application uses the Set
Value capability to turn on the message waiting lamp at the voice set.
5. After the user has read the messages left at the message desk, the
application uses the Set Value capability to turn off the message waiting
lamp at the voice set.
6. If the application also provides voice mailboxes, the application can allow
the user to listen to voice mail messages by using the Third Party Auto
Dial capability to set up a call between the user and the users mailbox.
The user then uses the data terminal to listen, delete, forward, annotate,
skip, and save the voice mail messages.
7. The user can also request to make a call based on the telephone number
or calling party name provided in the message center electronic mail
message. The application uses the Third Party Auto Dial capability to
originate the call while the user continues reading his or her messages.
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Additional Configurationsbbbbbbbb
Figures 2-2 to 2-4 show additional ASAI configurations supported in Generic 3.
The applications supported for these configurations are the same as those
previously described in this section.
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ASAI-BRI/Ethernet
ASAI-BRI/EthernetAdjunct Application
G3
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Figure 2-2.  Multiple Link Ð Single Processor Configuration
Figure 2-2 shows a single adjunct connected to the switch via multiple ASAI
links.  The multiple links may be used to support multiple applications on the
same adjunct.  This does not mean, however, that one link per application is
required.  Multiple applications can run on a single link.  From the switchs point
of view, each link is a single application and no correlation is made between link
associations or applications.  The switch does not provide any automated link
backup procedures.
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Adjunct Application
ASAI
BRI/Ethernet
BRI/EthernetASAI Application
Adjunct
G3
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Figure 2-3.  Single Link Ð Multiple Processors Configuration
Figure 2-3 shows multiple adjuncts using their own ASAI links to communicate
with the switch. Customers who have separate applications for different
telemarketing groups or who provide telemarketing and office automation
functions for groups on the same switch may use this configuration. From the
switchs point of view, this configuration looks the same as the one in Figure 2-2.
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LAN
Application
Adjunct Application
Adjunct
Adjunct Gateway
ASAI
BRI/Ethernet
G3
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Figure 2-4.  Single Link Ð Gateway/Server Configuration
Figure 2-4 shows multiple adjuncts communicating with a Generic 3 switch via a
single ASAI link. Each adjunct is independent of each other and the ASAI link is
managed by a single adjunct. This adjunct serves as the ``gateway between the
data Local Area Network (LAN) environment and protocols and the voice
environment. The gateway adjunct can manage more than one ASAI link
depending on the ASAI traffic generated by the adjunct processes. From the
switchs point of view, the ASAI link is a single application.
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LAN
Application
Adjunct Gateway
ASAI
VRU
Voice linesG3
ASAI
BRI/Ethernet
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Figure 2-5.  ASAI Integration with a VRU Configuration
In Figure 2-5 the application shown uses ASAI together with voice response
services to control calls.  For example, incoming calls might terminate on the
VRU where VRU software collects additional information.  Using this information
the application might then make an ASAI request to transfer the call to its final
destination.
NOTE:
Users should work with their AT&T account team to carefully evaluate the
impact of ASAI applications upon the switch processor.  This impact is a
function of the specific ASAI application and its interaction with switch
features such as Basic Call Vectoring.  It is recommended that account
teams contact AT&T for assistance in evaluating such impact.  Call the
AT&T Design Center at 1 800 521-7872.  For existing applications, call the
TSC at 1 800 344-9670.
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