ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

ANI and II-Digits Routing
7-2Issue  4 September 1995 
ANI (Automatic Number Identification) is b ased on the Calling Party Number 
(CPN). It is not always i dentical to the Billing Number. For example, if the call is 
placed by a user from a Private Branch Exchange (PBX), the CPN can be either 
the PBX billing number or the Station Identification Numb er. 
The ANI routing digit string can contain up to 16 d i gits. This sup ports 
international applications. However, ANI information in North America only...

ANI Routin g
Issue  4 September 1995
7-3
Figure 7-1. ANI Routing Example
In Step 2 calls that do not have ANI associated with them are routed to an 
operator. Step 3 routes calls from a specific phone to a specified extension. Step 
4 routes local c alls (those with 7 or fewer digits) to a d ifferent vector. Steps 5 and 
6 route calls from area codes 212 and 202 to a different vector. Calls that are not 
rerouted by the previous steps are then q ueued.
Vector Routing Tables with ANI
You c a n also test...

ANI and II-Digits Routing
7-4Issue  4 September 1995 
Figure 7-2. Vector Routing Table for ANI Routing
The following vector could be used to route these California area code calls to a 
separate vector.
Figure 7-3. Testing for ANI In Vector Routing Table
In this exam ple, if no ANI is available for the call, it is routed to an operator. If the 
first three numbers match an area c o de from table 6, the call is route d to vector 
8. All other calls are queued.
 
VECTOR ROUTING TABLE
Number: 6  Name:...

II-Digits Routin g
Issue  4 September 1995
7-5
II-Digits Routing
II-digits routing allows you to make routing decision based on the typ e of the 
originating line. In this way, calls from pay phones, cellular phones, or motel 
phones for example can receive unique routing. See  II-Digits Routing Example 
later in this section for more information.
II-digits (Information Indicator d i gits) is a 2-d igit string provided for an incoming 
call by ISDN PRI. II-digits delivery is a generally available ISDN...

ANI and II-Digits Routing
7-6Issue  4 September 1995 
nIf the transfer is com pleted after the call reaches the ii-digits conditional, 
the ii-digits value of the terminal executing the transfer is used. Under 
normal circumstances, there will be no ii-digits for a terminal executing a 
transfer.
To ensure that the originator’s ii-digits is preserved, add a filler step (such as wait 
with silence) to the beginning of the vector. In this way a transfer can complete 
before the ii-d i gits conditional is...

II-Digits Routin g
Issue  4 September 1995
7-7
II-Digits Routing Example
The following example demonstrates branching calls with d ifferent ii-digits to 
different VDNs. The VDN override is set to “yes” on the called VDN. In this way, 
the VDN name or VDN of Origin Announcement can be used to convey to the 
agent the type of ii-digits associated with the call.
Table 7-2. II-digits Summary
Code Use
00 Id entified line - no special treatment
01 Multiparty - ANI cannot be provided
02 ANI failure
06...

ANI and II-Digits Routing
7-8Issue  4 September 1995 
Figure 7-4. II-Digits Routing Example
In this vector, step 1 routes calls with no associated ii-digits to extension 1232. 
Steps 2 through 8 route calls with different ii-digits to different extensions.
  1. goto step 9 if ii-digits = none
2. goto step 10 if ii-digits = 00
3. goto step 11 if ii-digits = 01
4. goto step 12 if ii-digits = 06
5. goto step 13 if ii-digits = 07
6. goto step 13 if ii-digits = 29
7. goto step 14 if ii-digits = 27
8. goto...

Issue  4  September 19958-1  
8
Look-Ahead Interflow
Introduction
Look-Ahead Interflow enhances Call Vectoring for call centers with multiple ACD 
locations. Look-Ahead Interflow allows these centers to achieve optimal call-
handling capability an d agent productivity by intelligently routing calls among 
call centers to achieve an optimum ACD load balance. This service is provided 
via ISDN-PRI D-channel messaging. The receiving switch is able to accept or 
deny interflowed calls sent by the sending...

Look-Ahead Interflow
8-2Issue  4  September 1995
will b e disconnected. This c ommand with coverage y should only be used 
for those cases when an unconditional interflow is wanted (with Look-
Ahead Interflow active) and the terminating switch is set up accordingly.
Functions and Examples
When a Look-Ahead Interflow c all attemp t is made, Call Vectoring at the sending 
location checks a potential receiving location to determine whether to hold or 
send the call. While this is done, the call remains in...

Functions and Examples
Issue  4  September 1995
8-3
Two Switch Configuration
Look-Ahead Interflow is enabled through the use of call vectors and their 
associated commands. For a two switch configuration, these vectors are 
included in both the sending switch, which processes vector outflow, and the 
receiving switch, which processes vector inflow. The Two Switch Configuration 
for LAI is illustrated as follows:
Figure 8-1. Two Switch LAI Connections
Sending Switch Operation
The vector(s) in the sending...