ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Look-Ahead Interflow
8-14Issue  4  September 1995
4. If the oldest call waiting time is less than 60 seconds, step 4 accepts the 
call and queues it. ADR then connects the call through to the receiving 
PBX/ACD.
5. Steps 5-7 provide ringback, announcement, and music to the caller.
If the vector at location A rejects the c all b y sending a busy indication back to the 
network over the ISDN-PRI link, ADR reroutes the call to location B, which must 
accept the call. If location B is closed or too busy to take the call, location B can 
use Call Vectoring and Look-Ahead Interflow to check other locations. If other 
locations exist and can take the call, location b can forward  the call. If other 
locations do not exist or c annot take the call, location B can use Call Vectoring to 
route the call to location A. If location A is not open, location B can use Call 
Vectoring to provide an announcement or busy tone to the caller. 
						

							Issue  4 September 19959-1  
9
Adjunct Routing
Introduction
Adjunct Routin g allows an associated adjunct to make a call routing d e cision 
when it encounters an 
adjunct routing vector command during vector 
processing.
An adjunct is any p rocessor connected to a switch that can use ASAI features.  
The adjunct makes a routing decision according to caller information and/or 
agent availability, and it returns the routing response to the switch.
Adjunct Routing c an be used in conjunction with Call Promp ting and Look-Ahead 
Interflow.  When coupled with Call Prompting, Ad junct Routing can p ass up to 16 
d i gits that have b een collected from the last relevant 
collect digits vector 
command. When  coupled  with  Look-Ahead Interflow, Adjunct Routing  can  pass 
the LAI information element that was passed from the originating switch in the 
ISDN message.
Functions and Examples
The adjunct routing command provides a means for an adjunct ASAI processor 
to specify the destination of a call. The switch provides information in an ASAI 
route request message that the ASAI adjunct can use to first access a database 
and then determine a route for the call.  In a typical application, the ASAI adjunct 
might use the dialed number, the Calling Party Number (CPN/BN), or the digits 
collected via Call Promp ting to access customer information and thereby 
determine the call route.
An adjunct specified in an 
adjunct routing command can route a call to an 
internal number, an external numb er, a split, a VDN, an announcement  
						

							Adjunct Routin g
9-2Issue  4 September 1995
extension, or a particular agent. An adjunct can also provide priority ringing and 
priority queuing.
Sending the Call Route Request
Here’s an example of a simple vector that uses adjunct routing:
Figure 9-1. Adjunct Routing Vector
In this vector, 
1111 is the extension number of an ASAI link.  Each ASAI link has a 
unique extension number, even in a configuration where there might be multiple 
ASAI links to the same adjunct.
When a call encounters an 
adjunct routing  command, and if the call is not 
queued to a split, the switch sends an ASAI message requesting a call route over 
the specified adjunct link. The following list identifies the contents of the 
message, along with a comment or a brief explanation for each item:
nCalling number information. Calling party number or billing number 
(CPN/BN) p rovid e d by ISDN-PRI fa c ilities, or by the a dministered 
destination for other trunk facilities. If the call originates from a local switch 
extension, this extension is the number dialed (after d i git translation).
nCalled number.  Originally called extension (if a call is forwarded to a 
VDN), or the first VDN through which the call was routed (if the c all was not 
forward ed to the VDN).
nRouting VDN.  Last VDN that routed the call to the vector that contains the 
adjunct routing command.
nCall identifier.  ASAI identifier that permits the ASAI adjunct to track 
multiple calls via either Event Notification or Third  Party Call Control. (See 
DEFI NI TY Com munications System Generic 3 Feature Description, 555-
230-204, or the 
DEFI NI TY Generic 3 CallVisor ASAI Technical Reference, 
555-230-220, for more information on ASAI.)
nLook-Ahead Interflow information (if any).  Includes the original VDN 
display information and the priority level of the call at the originating 
switch.  (See Chapter 8.)
nDigits collected via Call Prompting (if any; maximum of 16 digits).  Digits 
are collected by the most recent 
collect digits command.  (See Chap ter 
5.)
      1. adjunct routing link 1111
      2. wait-time 60 seconds hearing ringback
      3. route-to number 0 with cov n if unconditionally
      4. disconnect after announcement 2000 
						

							Functions and Examples
Issue  4 September 1995
9-3
If the call is queued, the adjunct routing step is ignored, and vector processing 
continues at the next vector step.
NOTE:
For reasons that we discuss later in this chapter, you should always in clude 
a 
wait-time ste p, announcement or another adjunct routing step (G3V3 and 
later releases) after an 
adjunct routing step.
Effects of ASAI Link Failure on Vector Processing
If the ASAI link specified in the adjunct routing step is down, the step is skipped.
An ASAI link failure can change the manner in which subsequent treatment (that 
is, 
announcement and/or wait-time) steps (if any) in the vector are p rocessed.  In 
some cases, such processing is influenced by the position the treatment steps 
occupy in the vector.  In other cases, the positioning of these commands along 
with their relationship to specific 
goto commands come into play. For example, 
any 
announcement or wait-time ste p that immediately follows an adjunct routing 
step whose ASAI link is down is skipped.
NOTE:
In view of the previous thought, the second step after the adjunct routing 
step is often implemented as a  default treatment.  In Figure 9-1, for 
example, the d efault treatment in Step 3 is a route to an attendant.  After the 
switc h recognizes that the ASAI link is down, this step executes. 
immediately.  (It can take u p to 6 minutes for the switch to recognize that 
the link is d own.) Otherwise, the step executes only if the application does 
not respond with a route within 60 seconds.
On the other hand, if a 
goto step follows such an adjunct routin g step, the switch 
executes the 
goto ste p and then skips various treatment steps according to their 
position in the vector and based on the action of the 
goto step.  Specifically, if the 
goto step succeeds, the switch skips any announcement or wait-time step that is 
the first non-
g oto step branched to by the goto step.
NOTE:
Actually, the first step to which a g oto ste p is usually designed to branch is 
a nontreatment ste p (that is, a step containing a command other than a 
wait-time or an announcement command). Thus, the skipping of a 
treatment step according to the scenario described just b efore this note 
rarely occurs.
On the other hand, if the 
goto ste p fails, the switch skips any announcement or 
wait-time step that imme diately follows the goto step.
NOTE:
The goto step that fails can  be at the end of a sequence of goto steps that 
branch to each other. 
						

							Adjunct Routin g
9-4Issue  4 September 1995
The following vectors can be used to illustrate the processes just described.
Figure 9-2. Skipping/Non-Skipping of Treatment Commands 
with ASAI Link Down
Because we are assuming the a djunct link is d own, the 
adjunct routing command 
in Step 1 fails.  Because the 
wait-time command in Step 2 immediately follows an 
adjunct routing command whose adjunct link is down, the wait-time step is 
skipped.  Step 3 contains another 
adjunct routing command whose adjunct link 
is also down.  As a result, the step fails, and control is passed to the 
g oto step 
command in Step 4, which is automatically executed.
Now, let’s assume the 
g oto step command in Step 4 is not successful (that is, no 
branch is made because there is at least one available a gent in sp lit 20).  In such 
a case, the 
wait-time ste p (Ste p 5) following the unsuccessful goto step is 
skip p ed, and control is passed to the 
g oto vector command in Step 6.  This step 
then routes the call to vector 50 (not shown), which is designed to queue the call 
and provide standard call treatment.
On the other hand, let’s b acktrack and assume the 
goto step comma n d in Ste p 4 
is successful.  In such a case, control is passed to Step 7, where another 
g oto 
step
 command d etermines whether there are more than 50 calls in sp lit 20.  If so, 
VDN (extension=1040  name=‘‘Ad Route’’  vector=40)
Vector 40
      1. adjunct routing link 1000 (link is down)
      2. wait-time 10 seconds hearing ringback
      3. adjunct routing link 2000 (link is down)
      4. goto step 7 if available-agents in split 20 < 1
      5. wait-time 10 seconds hearing ringback
      6. goto vector 50 if unconditionally
      7. goto step 10 if calls-queued in split 20 pri l > 50
      8. announcement 4001
      9. goto vector 50 if unconditionally
     10. route-to number 6000 with cov n if unconditionally
VDN (extension=6000  name=‘‘Message’’  vector=60)
Vector 60
      1. announcement 4000 (‘‘We’re sorry.  We
         are still unable to connect you to an agent.
         If you’d like to leave a message, please do so
         after the tone.  Otherwise, please call back
         weekdays between 8:00 A.M. and 5:00 P.M.
         Thank you.’’)
      2. wait-time 6 seconds hearing silence
      3. messaging split 18 for extension 1500
      4. announcement 4010 (‘‘We’re sorry.  We
         were unable to connect you to our voice mail.
         If you’d like to try to leave a message again,
         please do so after the tone.  Otherwise, please
         call back weekdays between 8:00 A.M. and 5:00 P.M.
         Thank you.’’)
      5. goto step 2 if unconditionally 
						

							Functions and Examples
Issue  4 September 1995
9-5
control is sent to Step 10, where the route-to number command sends the call to 
vector 60, which allows the caller to leave a recorded message.  The first step of 
vector 60 contains an 
announcement command, which is not skipped, since the 
treatment step is 
not the first non-goto step branched to by a goto step that 
follows an adjunct routing command whose ASAI link is d own [the 
route-to 
number
 step (Step 10) in vector 40 is the first such step].  Similarly, neither the 
wait-time step (Step 2) nor the second announcement step (Step 4) is skipped.
Returning to Step 7 in vector 40, let’s assume that there are 50 or fewer calls in 
queue.  In such a case, the 
goto step fails and, as a result, the announcement 
step (Step 8) that immediately follows this step is skipped. (Remember, even 
though this 
goto step does not imme diately follow the adjunct routing ste p, the 
former ste p qualifies as a test case because it is branched to by another 
goto 
step that  does imme diately follow the a djunct ro
uting ste p.) Thereafter, the g oto 
vector
 step (Step 9) routes the call again to vector 50, which is designed to 
queue the call and provide standard  call treatment.
The following table summarizes the procedures d iscussed in this section.  In so 
doing, the table refers back to the vectors presented in the previous screen.
Awaiting the Response to the Call Route Request
After the switch sends a route request to the ASAI adjunct, vector processing 
continues with the following vector steps.
The step that follows the 
adjunct routing step in effect determines the maximum 
length of time the switch will wait for the ASAI adjunct to reply with a call route.   Table 9-1. Example of the Relationship Between Treatment 
Steps and Goto Steps that Follow
Goto Disposition of Treatment Disposition of Reason for Disposition
Step #(s) Goto Step(s) Step #(s) Treatment Step(s) of Treatment Step(s)
4 Fails 5 Skipped Immediately follows 
failed 
goto step.
4, 7 First step 
succeeds, 
second step 
fails.8 Skipped Immediately follows 
failed 
goto step.
Both steps 
succeed.1, 2 (both 
of vector 
60)Each step is 
executed.Not the first non-
goto 
steps accessed by a 
successful 
goto ste p. 
NOTE: Step  4  of  vector 
60 is also executed if the 
messaging sp lit ste p 
(Ste p 3) fails. 
						

							Adjunct Routin g
9-6Issue  4 September 1995
Accordingly, you should almost always include either a wait-time step or an 
announcement step immediately after an adjunct routing step. Moreover, the 
switch cancels the route request if vector processing encounters a step 
containing one of the following commands:
nadjunct routing (G3V2 and earlier releases.) G3V3 and later releases allow 
multiple outstanding adjunct route requests.
nbusy
ncheck-backup split
nconverse-on split
nqueue-to main split
ncollect digits
ndisconnect
nmessaging split
nroute-to
NOTE:
Actually, if another adjunct routing step is encountered, the route request 
information is not lost. Although the initial route request is cancelled, a 
second route request is sent, and this route request includes the same 
information included in the first route request.
If a valid call route is received by the switch before one of the vector commands 
in the previous list is executed, the switch routes the call to the destination 
specified by the adjunct route. Otherwise, the route request is terminated without 
affecting vector processing.
Let’s return to our sug gested strategy of including a treatment ste p after the 
adjunct routing step.  Accordingly, here’s an example presented earlier that 
illustrates this a p proach:
Figure 9-3. Treatment Step Used as a Delay for Adjunct Routing
In Ste p 2 of this example, the 
wait-time command specifies a d elay period of 60 
seconds. As a result, the switch in this case will wait up to 60 seconds to receive 
a reply from the adjunct. On the other hand, replacing the 
wait-time  command in 
Step 2 with an 
announcement command enables the switch to wait for no longer 
than the length of time it takes for the announcement to complete.  Accordingly, 
       1.  adjunct routing link 1111
       2.  wait-time 60 seconds hearing music
       3.  route-to number 0 with cov n if unconditionally
       4.  disconnect after announcement 2000 
						

							Functions and Examples
Issue  4 September 1995
9-7
judgement should be used in  determining which of the treatment commands is 
best for the particular ap p lication.
Finally, note that the adjunct can also decide to not route a call by rejecting (that 
is, negatively acknowledging) the route request sent by the switch.  Upon 
receiving a route request rejection, the switch terminates the 
announcement or 
wait-time step that is being executed for the call and then continues with the next 
vector step.
Receiving and Implementing the Call Route
When the switch receives a call route (destination) from the ASAI a djunct, the 
switch first validates the route as follows:
1. The switch verifies the VDN’s COR permits the call to be terminated at the 
adjunct-supplied destination.
2. The switch verifies that the adjunct-supplied information (destination 
number, ACD split, TAC/AAR/ARS access code, etc.) for the route is valid.  
This includes checking that the d estination is comp atible with the d ial 
plan, and that the options specified by the a djunct are correct.
3. If the ASAI adjunct sp ecifies the Direct Agent Call (DAC) o ption, the 
destination numb er (agent) must be logg e d into the adjunct-specified 
ACD split.
4. If the d estination for the call is external, the switch verifies the trunk is 
available for the call.
If any of these conditions are not met, the route validation fails, and the switch 
does the following:
1. Discards the route.
2. Notifies the ASAI adjunct that the route is invalid.
3. Continues with vector processing.
If the route is valid, the switch does the following:
1. Terminates vector processing immediately.
2. Notifies the ASAI adjunct that the route is accepted.
3. Routes the call to the destination specified by the ASAI adjunct.
When the call is route d, the caller hears normal call progress tones and 
feed back. However, if the call is routed to an extension with no available call 
appearances and no coverage path, the caller hears the busy tone. Any other 
features that may b e in effect at the adjunct-supplied d estination (such as Send-
All-Calls or Call Forwarding) interact with the routed call. 
						

							Adjunct Routin g
9-8Issue  4 September 1995
NOTE:
The o peration described in the previous paragraph is similar to that for the 
route-to with coverage command.
Multiple Outstanding Route Requests
This feature allows multiple ASAI  Route Requests for the same call to be active 
at the same time (simultaneously). The Route Requests can be over the same or 
different ASAI links.
The requests are all made from the same vector. They must be specified back-
to-back, without intermediate (
wait-time, announcement, goto, or sto p) ste ps. If 
the adjunct routing commands are not specified back-to-back, current a djunct 
routing functionality will a pply (that is, previous outstanding route requests will b e 
cancelled when an adjunct routing vector step is executed).
The first Route Select response received by the switch will be used as the route 
for the call, and all other outstanding Route Re quests    for  the call will be 
cancelled. 
This capability increases the redundancy options available with ASAI. Prior to 
G3V3, adjunct routing applications that wante d to have a b a ckup link tested if the 
primary link was down and then executed the adjunct routing for the backup link 
with a vector as shown in Figure 9-4. Note that the route request over link 1001 is 
cancelled when step 4 is executed (because of the intermediate step 3).
Figure 9-4. Sample Adjunct Routing Vector with Redundancy
With Multiple Outstanding Route Requests, multiple adjuncts can process the 
route call request without waiting for the first route attem pt to fail. An application 
can make use of this feature to distribute the incoming  call load evenly across 
adjuncts, based on the adjunct’s current CPU load. 
1. wait-time 0 seconds hearing ringback
2. adjunct routing link 1001
3. wait-time 6 seconds hearing ringback
4. adjunct routing link 1002
5. wait-time 6 seconds hearing ringback
6. route-to number 3465 with cov n if unconditionally (default
routing) 
						

							Multiple Outstanding Route Re quests
Issue  4 September 1995
9-9
User Scenarios
Figure 9-5 shows a typical vector where multiple adjunct route requests  to 
multiple links will be active at the same time. The first adjunct to route the call is 
the active adjunct (that is, it specifies which VDN the call should be route d to at 
that point).
Figure 9-5. Sample Adjunct Routing Vector with Redundancy 
in G3V3 and later releases
1. wait-time 0 seconds hearing ringback
2. adjunct routing link 1001
3. adjunct routing link 1002
4. adjunct routing link 1003
5. wait-time 6 seconds hearing ringback
6. route-to number 1847 with cov n if unconditionally (default
routing)