ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Look-Ahead Interflow
8-4Issue  4  September 1995
Here’s an example of an outflow vector that might be included in a sending 
switch:
Figure 8-2. Sending Switch Outflow Vector
If split 3 has staffe d agents, and if there are 30 or fewer calls queued to the sp lit, 
Step 3 queues the call to the split’s queue at a medium priority. In Ste p 4, an 
announcement that apologizes for the delay is provided. Vector processing then 
continues at Step 5, where music is provided for 20 seconds (Step 5). If the call 
is still not answered after 20 seconds, a Look-Ahead Interflow attempt is ma de in 
Step 6. If the call is accepted by the receiving switch, the call is removed from 
split 3’s queue, and call control is passed to the receiving switch. If the receiving 
switch denies the call, the c all remains in queue, and an announcement followed 
by music is provided. Step 9 sends control back to Step 6 unconditionally, thus 
allowing the LAI attempt in the latter step to be made as many times as 
necessary.
Returning to the first two vector steps, if split 3 does not have staffe d ag ents, or if 
there are more than 30 calls queued to the split, control is passed to Step 10, 
which places an LAI call to a VDN (5001) at the receiving switch vector which, in 
this case, is designed to always accept calls during working hours. Step 11 
provides a busy tone in case all trunks to the receiving location are busy, or the 
call is rejected b ecause it is placed during nonworking hours.
Receiving Switch Operation
When the receiving switch receives the Look-Ahead Interflow request, the call 
first routes to a VDN. The VDN then maps the call to the receiving switch’s inflow 
vector, and vector processing begins, starting with inflow checking. Inflow 
checking is enabled via conditional 
goto commands in the inflow vector. The 
decision to accept or deny a call can be based on checks such as any of the 
following:
nNumber of staffed agents
nNumber of available agents
nTime-of-day/day of the week
      1. goto step 10 if staffed-agents in split 3 < 1
      2. goto step 10 if calls-queued in split 3 pri m > 30
      3. queue-to main split 3 pri m
      4. announcement 1001
      5. wait-time 20 seconds hearing music
      6. route-to number 5000 with cov n if unconditionally
      7. announcement 1002
      8. wait-time 20 seconds hearing music
      9. goto step 6 if unconditionally
     10. route-to number 5001 with cov n if unconditionally
     11. busy 
						

							Functions and Examples
Issue  4  September 1995
8-5
nNumber of calls in split’s queue
nAverage Speed of Answer
nActive VDN Calls
nExpected Wait Time
nANI
nII-Digits
Once inflow checking is complete, acceptance of the Look-Ahead Interflow call 
is accomplished by executing any of the vector commands presented in the 
following table:
NOTE:
For each command in the next three tables, only one of the corresp onding 
qualifications need be true for the command to effect the d esired result 
(call acceptance, call denial, or no effect on such acceptance or denial). 
						

							Look-Ahead Interflow
8-6Issue  4  September 1995
Table 8-1. Call Acceptance Vector Commands
Call Acceptance
Vector Command Qualification
announcementn Announcement available
nQueued for announcement
nRetrying announcement
check-backup splitnCall terminates to agent
nCall queued to sp lit
collect digitsnAlways
converse-on splitn VRU answers the call
nCall queued to converse split
disconnectnWith announcement and announcement 
available
nWith announcement and queued for 
announcement
nWith announcement and retrying announcement
messaging splitn Command successful
nCall queued
queue-to main splitn Call terminates to a gent
nCall queued to sp lit
route-tonTerminates to valid local destination
nSuccessfully seizes a non-PRI trunk
nResults in a Look-Ahead Interflow call attempt, and 
the call is accepted by the far end switc h
wait-timen Always (except wait-time hearing i-silent which is 
neutral) 
						

							Functions and Examples
Issue  4  September 1995
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If the receiving switch decides it is unable to accept the Look-Ahead Interflow 
call, call denial is accomplished by executing either of the vector commands 
listed in the following table. One recommendation: use 
busy instead of 
disconnect to allow for compatibility with similar network services such as ADR.
The vector commands presented in the next table are considered neutral 
because they do not generate either call acceptance or denial messages.
Table 8-2. Call Denial Vector Commands
Call Denial
Vector Command Qualification
busynAlways
disconnectn W ith  no announcement
nWith announcement but announcement unavailable 
						

							Look-Ahead Interflow
8-8Issue  4  September 1995
Table 8-3. Neutral Vector Commands
Neutral
Vector Command Qualification
adjunct routingnAlways
announcementnAnnouncement unavailable
check-backup splitnCall neither terminates nor queues
NOTE: This occurs only if the c ommand fails d ue either 
to a full split queue or to a split that is not ve ctor-
c ontrolled.
converse-on splitnCall neither terminates nor queues
goto stepnAlways
goto vectornAlways
messaging splitnCommand failure
queue-to main splitnCall neither terminates nor queues
NOTE: This occurs only if the c ommand fails d ue either 
to a full split queue or to a split that is not ve ctor-
c ontrolled.
route-ton Unsuccessful termination
nTrunk not seized
nLook-Ahead Interflow call denied by far end switc h
stopnAlways
wait-time hearing
i-silentnAlways (New with G3V4)
NOTE: This command is used following an 
adjunct 
routing
 command in applications where the adjunct 
decides whether to accept or reject the Look-Ahead 
c alls. 
						

							Functions and Examples
Issue  4  September 1995
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The following is an example of an inflow vector that might b e used by a receiving 
switch:
Figure 8-3. Receiving Switch Inflow Vector
Step 1 of this inflow vector checks the inflow thresholds. The 
g oto step command 
in Step 1 chec ks the number of queued calls in split 1. If the number of such calls 
is greater than 5, a branch is made to the 
busy command in Step 6. If executed, 
the 
busy command denies the call, and the receiving switch returns a call denial 
message to the sending switch. The sending switch, in turn, drops the Look-
Ahead Interflow call attempt and then continues vector processing at the next 
vector step.
On the other hand, if the number of queued calls in s plit 1 is less than or equal to 
5, the receiving switch returns a call acceptance message to the sending switch, 
and call control is p assed to the receiving switch. Thereafter, the call is queued 
to split 1 in the receiving switch (Step 2). Once queued, the caller receives the 
appropriate announcement in Step 3 and is then provided with music until the 
call is answered by an agent or abandoned by the caller (Steps 4 and 5). 
(Rememb er, the 
sto p command halts vector processing but does not drop the 
call.)
NOTE:
If the sending switch does not receive a call acceptance or call denial 
message within 120 seconds (G3 switches) or 10 seconds (G2 or network 
switches) after the Look-Ahead Interflow call request, the Look-Ahead 
Interflow attempt is dropped, and the sending switch continues vector 
processing at the next step.
Tandem Switch Configuration
Tandem Look-Ahead Interflow is implemented by using route-to commands that 
contain external destinations that route over ISDN-PRI facilities. This 
configuration is illustrated as follows:
      1. goto step 6 if calls-queued in split 1 pri h > 5
      2. queue-to main split 1 pri h
      3. announcement 4000
      4. wait-time 2 seconds hearing music
      5. stop
      6. busy 
						

							Look-Ahead Interflow
8-10Issue  4  September 1995
Figure 8-4. LAI Using a Tandem Switch
Sending Switch Operation
The sending switch is unaware that its Look-Ahead Interflow call is being 
tandemed to an alternate switch. The operation of the sending switch in the 
tandem switch configuration is the same as that in the two switch configuration.
Tandem Switch Operation
If the receiving switch executes a route-to command that routes the call over an 
ISDN facility b efore call acceptance, the 
route-to command is performed on a 
“look ahead” basis in the same manner as a sending switch.   If the call is 
accepted at the far end switch, a c ceptance is p assed to the sending switch, and 
call control is passed to the far end switch, along with tandeming of the original 
calling party information and the original DNIS name. If the call is denied, the 
next step of the tandem switch vector is executed.
Here’s an example of a tandem switch vector:
Figure 8-5. Tandem Switch Vector
SENDING
SWITCHTANDEM
SWITCHFAR END
SWITCH ISDN - PRI
INCOMING
CALLS
ALTERNATE
BACKUP
SPLIT ISDN - PRI
BACKUP
SPLIT MAIN
SPLIT
      1. goto step 6 if calls-queued in split 30 pri h > 5
      2. queue-to main split 30 pri h
      3. announcement 200
      4. wait-time 2 seconds hearing silence
      5. stop
      6. route-to number 4000 with cov n if unconditionally
      7. busy 
						

							Functions and Examples
Issue  4  September 1995
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Step 1 of this vector checks the inflow threshold. If the inflow criteria are 
acceptable, the vector flow drops to Step 2, where the 
queue-to main sp lit 
command provides acceptance to the sending switch. Thereafter, Steps 3 
through 5 provide a typ ical queuing-wait scheme.
If, however, the inflow criteria are not acceptable, a branch is made to Step 6. 
The 
route-to command in this step checks another switch enabled with Look-
Ahead Interflow on a “ look-ahead” basis. If this “far end” switch rejects the c all, a 
denial message is relayed back to the sending switch, which then drops the 
Look-Ahead Interflow call attempt. On the other hand, if the far end switch 
accepts the call, an acceptance message is relayed back to the sending switch.
Note that no ringback is provided in this tandem switch vector. This is necessary 
so that an acceptance message is not returned to the sending switch. This 
operation is a p propriate for the caller because the sending switch has already 
returned an announcement b efore a Look-Ahead Interflow attempt is made to the 
receiving switch.
Be sure the sending switch is not used as a backup location for the tandem 
switch or for any of the far end switches. Should the sending switch be 
administered in this manner, all trunk facilities could b e tied up by a single call.
Far End Switch Operation
The far end switch is also unaware that tandeming has taken place. The far end 
switch functions in the same manner as the receiving switch within the two switch 
configuration.
DNIS and VDN Override in an LAI Environment
Look-Ahead Interflow handles Dialed Number Identification Service (DNIS) and 
VDN Override in various ways, depending on a number of different 
characteristics relevant to the call. Recall that DNIS (described in Chapter 3) 
allows any agent with a display-equipped voice terminal to receive visual 
displays that specify the name of the called VDN. Also recall that VDN Override 
in its b asic form (as described in Chapter 3) allows the name of a subsequently 
routed to VDN to be displayed to the answering agent instead of the name of the 
originally called VDN.
The following sections discuss how Look-Ahead Interflow handles DNIS and VDN 
Override. 
Answering Agent’s Display
For Look-Ahead Interflow, the DNIS name (the “called” VDN name from the 
sending switch) is presented on the answering agent’s display on the receiving 
switch if all of the following are true:
nLook-Ahead Interflow option is enabled 
						

							Look-Ahead Interflow
8-12Issue  4  September 1995
nCall routes to a VDN
nDNIS name field is not blank
The type of DNIS information that is displayed depends upon a number of 
different scenarios. This information is presente d in the following table:
NOTE:
VDNs that map to vectors that place Look-Ahead Interflow calls must have 
their ISDN Calling Party Number (CPN) prefixes administered. If an ISDN 
CPN p refix is not administered, the assigned VDN name is not sent, instead 
a DNIS of all blank s pace characters is sent and displayed on the 
answering agent’s terminal.
Originator’s Display
For internal calls, the originator’s display contains the same information as for 
Basic Call Vectoring. However, it is possible the originator mi ght receive 
undesirable display u pdates d uring Look-Ahead Interflow c all attempts. To avoid 
this scenario, ensure that the Look-Ahead Interflow calls are going out over trunk 
groups with the “ Outgoing Display” field set to 
no. When the d isplay field is set to 
no, internal callers calling that trunk group will see the digits that they d ialed on 
their display.
Table 8-4. DNIS Information Displayed for LAI Scenarios
Scenario Information Displayed
Tandemed Look-Ahead 
Interflow call
nLook-Ahead Interflow DNIS information 
from the original Look-Ahead Interflow call
No redirection at the 
sending switch
nVDN name according to Override rules at 
the sending switc h
Redirection at the sending 
switch
nOriginal VDN name, or
nIf multiple VDNs are accessed, the name of 
the VDN last accessed via a 
route-to 
command
Sending switch sends a 
blank DNIS Name field (that 
is, a name is not assigned to 
the sending switch “called” 
VDN).Name associated with the receiving VDN. 
(This name can be changed according to the 
rules of VDN Override at the receiving switch.) 
						

							Functions and Examples
Issue  4  September 1995
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Look-Ahead Interflow with AT&T Network
Alternate Destination Redirection (ADR)
Call Vectoring and Look-Ahead Interflow are compatible with and supplement 
the AT&T network services Alternate Destination Redirection (ADR) rerouting 
feature. ADR uses ISDN-PRI connectivity with the customer-premises PBX/ACD 
in the same manner as Look-Ahead Interflow to allow the receiving PBX/ACD to 
indicate whether a call is to  be accepted or rejected. The same type of vector 
used as a receiving ACD for Look-Ahead Interflow is used at the ADR-receiving 
ACD. If the call is accepted, it is connected through from the network to the 
PBX/ACD. If the call is rejected, the network routing number is translated to 
another number, which routes the call to the alternate location within dialing-plan 
constraints. ADR allows for only one alternate location. Look-Ahead Interflow can 
be used at the alternate location to test other locations for less busy conditions.
The following figure shows configuration for a multilocation application.
Figure 8-6. ADR Example
The AT&T network requires ISDN-PRI connectivity to primary location A. 
Connection to secondary location B may or may not  be ISDN-PRI. ADR attemp ts 
to route the call to location A over the ISDN-PRI link using a routing number that 
selects a VDN assigned to the receiving vector shown. When the routing attempt 
is made, Call Vectoring starts processing the vector. The examp le then proceeds 
at location A as follows:
1. Step 1 checks for staffing of the ACD split, and branches to step 3 if it is 
not staffe d.
2. If the ACD split is staffed, step 2 checks the oldest call waiting time in the 
split, and branches to step 4 if it is less than 60 seconds.
3. If the ACD split is unstaffe d or if the oldest call waiting time is 60 seconds 
or more, step 3 rejects the call (returns a busy indication to the network).
AT & T
Megacom 800
network
with ADRISDN-PRIACD
A
(primar y)
ACD
B
(secondary)1. goto step 3 if available-agents in split 4 < 1
2. goto step 4 if oldest-call-wait in split 4 pri l < 60
3. busy
4. queue-to main split 4 pri l
5. wait-time 30 secs hearing ringback
6. announcement 12
7. wait-time 30 secs hearing music