ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

Call Vectoring Commands
A-24Issue  4  September 1995 
Busy Command
busy
Purpose
Gives the caller a busy signal and causes termination of vector processing.
Syntax
busy
Requirements
Basic Call Vectoring software must be installed.
Operation
The command takes effect on non-CO trunk calls whether or not answer 
supervision has been sent.  However, if the call is on a CO trunk and answer 
supervision has not been sent, the busy is not passed back by the CO, and the 
caller continues to hear rin g back from...

busy
Issue  4  September 1995
A-25
CMS Interactions
R3 CMS:
B USYT IM E,  O THE RTI M E,  a n d  INTIME for splits and vectors are trac ked 
according to when the b usy tone starts.   BUSYTIME, OTHER TI M E and INTIME 
for VDNs are tracked according to when the trunk idles.
R2 CMS: Calls given forced busy are tracked in the FBUSYCALLS and 
FBUSYTIME d atabase items.  These calls are not shown in standard reports.  
FBUSYTIME is tracked according to when the busy tone starts. VECTI M E is 
recorded for...

Call Vectoring Commands
A-26Issue  4  September 1995 
Check-Backup Command
check-backup split (skill)
Purpose
Checks the status of a sp lit (skill) for possible termination of the call to that split 
(skill). 
Syntax
check-backup split < s plit #> pri < p riority level>  if  [  
< threshold> ]  
check-backup skill  pri < priority level>  if  [< comparator> 
< threshold> ]  
Valid Entries
split #:  1 through 99 (G3i), 1 through 255 (G3r), 1 through 24 (G3s, G3vs)
skill #:  
1 through 99 (G3i), 1 through...

busy
Issue  4  September 1995
A-27
Requirements
Basic Call Vectoring software must b e installed, and the sp lit (skill) involved must 
be vector-controlled. Also, skills replace sp lits only if Expert Ag ent Selection 
(EAS) is optioned. The conditions “rolling-asa” and “exp ected-wait” are only 
available if the “Vectoring (G3V4 Ad vanced Routing)”  customer option is 
enabled.
Examples
check-backup sp lit 22 pri h if unconditionally
check-backup sp lit 
11 pri l if available-agents > 5
check-backup sp...

Call Vectoring Commands
A-28Issue  4  September 1995 
nExpected wait time is less than the threshold value, which is expressed in 
seconds.
A call may be queued to up to three splits (skills) simultaneously. A call remains 
queued either until vector processing terminates (via a successful 
disconnect, 
busy
, or route-to c ommand, or via an a bandoned call) or until the call reaches an 
agent. When an agent becomes available in any split (skill) to which the call is 
queued, the following actions take...

busy
Issue  4  September 1995
A-29
The command is considered a call acceptance vector command whenever one 
of the following is true:
nCall terminates to an agent.
nCall q ueues to a sp lit (skill).
The call is considered a neutral vector command when the call neither terminates 
nor queues.
No COR checking is carried out when a 
check-backup step places a call to a 
split or skill.
CMS Interactions
Calls answered via the check-backup command are indicated as answered by 
backup in CMS.
R3 CMS: Calls...

Call Vectoring Commands
A-30Issue  4  September 1995 
reported as ‘‘Flow Out.’’ Calls directed via the command are tracked as 
ANSBACK, and they are reported as ‘‘No. Calls Ans in Backup.’’ 
If the call abandons after the command queues the call to a split (skill), 
ABNCALLS/ABNTIME is tracked for the vector, the VDN, and the first split (skill) 
to which the call is currently queued. The call is reported as ‘‘No. Aban Calls’’ 
and ‘‘Avg Aban Time.’’ If the call is also queued to other splits (skills),...

collect digits
Issue  4  September 1995
A-31
Collect Digits Command
collect digits
Purpose
Allows the user to enter up to 16 digits from a touch-tone phone.
Syntax
collect  d i gits after announcement 
Valid Entries
# of digits: 1 through 16.
extension: 
none or valid announcement extension.
Requirements
Call Promp ting  software must be installed. Also, at least one TN744 Call 
Classifier circuit pack must b e in the system unless the c ommand is used only to 
collect digits returned by a VRU that is...

Call Vectoring Commands
A-32Issue  4  September 1995 
collected. Otherwise, the terminating ‘‘#’’ is kept as a dial-ahead digit and is 
processed by a subsequent 
c ollect digits command. If fewer digits than the 
maximum specified are entered, and if the caller does not complete the entry 
with a p ound sign, an interdigit timeout occurs. The timeout terminates the 
command, and any digits collected prior to the timeout are available for 
subsequent vector processing.
Generally, processing of the...

collect digits
Issue  4  September 1995
A-33
nPound  sign (#) digit is collected (signifying end of dialing).
nInter-digit timer expires.
If, during the digit collection p hase, a ‘‘*’’ is encountered within a stream of dialed 
or dial-ahead digits, all digits that are collected for the current 
c ollect digits step 
are discarded. If  additional dial-ahead d igits occur after the asterisk, these digits 
continue to be processed. If there are no such digits, and if no TTR is connected, 
vectoring...