ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Call Vectoring Commands
A-14Issue  4 September 1994 
Command Directory
The manual p a ge directory in this section lists and discusses all of the 
commands used within Call Vectoring.  For each command presented, the 
following is provided:  purpose, syntax, valid entries, requirements, an example, 
description of the command’s operation,  answer supervision considerations, 
feature interactions, and CMS/BCMS interactions.  The following points 
concerning the appearance of the command line are in effect:
nData that must be entered as part of the command line is shown in bold.
nVariable fields that (in most cases) must be completed are enclosed in 
< >.
nO ptional fields are enclosed in [ ].
NOTE:
If a variable field appears within an optional field, an entry for the variable 
field appears only if the optional field is included during command 
execution.
NOTE:
If EAS is enabled, ‘‘skill’’ replaces “split.” 
						

							adjunct routing
Issue  4  September 1995
A-15
Adjunct Routing Command
adjunct routing
Purpose
Causes a message to be sent to an adjunct requesting routing instructions.
Syntax
adjunct routing link < extension>
Valid Entries
Valid ASAI-BRI link extension number
Requirements
Basic  Call Vectoring and ASAI software must be installed. Also, an ISDN-BRI p ort 
is required, and the port must be connected to an ASAI host.
Example
adjunct routing link 765
Operation
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 data base 
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 d i gits 
collected via Call Promp ting to access customer information and thereby 
determine the call route. A maximum of 16 digits collected from the last 
collect 
digits
 command can be passed.
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 
extension, or a particular a gent. An a djunct can also provide priority ringing and 
priority queuing.
When a call encounters an 
adjunct routing command, the switch sends to the 
specified adjunct an ASAI message requesting a call route.  The following list 
identifies the contents of the message, along with a comment or a brief 
explanation for each item:
A 
						

							Call Vectoring Commands
A-16Issue  4  September 1995 
nCalling number information.  DNIS number provided by ISDN-PR I 
facilities, or by the administered destination for other trunk facilities. If the 
call originates from a local switch extension, this extension is the numb er 
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 
Generic 3 CallVisor ASAI Technical Reference 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).  Digits are collected by the 
most recent 
collect digits command.  (See Chap ter 5.)
If the call is queued, the 
adjunct routing step is ignored, and vector processing 
continues at the next vector step.
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 usually 
processed. In some cases, such processing is influenced by the position that the 
treatment steps occupy in the vector. In other cases, the p ositioning of these 
commands along with their relationship to sp ecific 
goto commands come into 
play. For examp le, any 
announcement or wait-time step that immediately follows 
an 
adjunct routing step whose ASAI link is down is skipped.
NOTE:
The second step after the adjunct routing step is often implemented as a 
default treatment (for examp le, a route-to an attendant). If the ASAI link is 
down, the d efault step executes immediately. Otherwise, the step executes 
only if the a p plication does not respond with a route within the time period 
specified by the 
wait-time step.
On the other hand, if a 
goto step follows such an adjunct routin g step, the switch 
executes the 
goto step and then skips various treatment steps according to their  
position in the vector and based on the performance of the 
goto step. 
Specifically, if the 
goto ste p succeeds, the switch skips any announcement or 
wait-time step that is the first non-goto step branched to by the goto step. 
						

							adjunct routing
Issue  4  September 1995
A-17
NOTE:
Actually, other than to another goto step, the first step to which a goto step 
is usually designed to branch is a nontreatment step (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 before 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.
After the switch sends a route request to the ASAI adjunct, vector processing 
continues with the vector steps that follow.
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.  
Accordingly, you should 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 commands that follow:
nadjunct routing
nbusy
ncheck-backup split
ncollect digits
nconverse-on split
ndisconnect
nmessaging split
nqueue-to main 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. 
						

							Call Vectoring Commands
A-18Issue  4  September 1995 
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.
When the switch receives a call route (destination) from the ASAI adjunct, the 
switch first validates the route as follows:
1. The switch verifies that the VDN’s COR p ermits 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 
feedback. 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 destination (such as 
Send-All-Calls or Call Forwarding) interact with the routed call.
NOTE:
The o peration described in the previous paragraph is similar to that for the 
route-to with coverage commands.
Answer Supervision Considerations
The command has no bearing on answer supervision. 
						

							adjunct routing
Issue  4  September 1995
A-19
Feature Interactions
For a call c oming in directly to a VDN, the command is treated like a route-to with 
coverage= y
 command.  However, for a call that is covered to a VDN, the 
command is treated like a 
route-to with coverage=n command.  A covered call 
that is routed by an 
adjunct routing command to a destination that has Call 
Forwarding activated is not further redirected (since the call has already been 
redirected by coverage). 
For Look-Ahead Interflow, the command is considered a neutral vector command 
in all cases. However, the command is usually followed by an 
announcement or 
wait-time command, each of which is a call acceptance command. The G3V4 
wait-time hearing i-silent command can be used when a neutral wait-time 
command is required to allow the adjunct to accept or reject the call.
If an 
announcement command follows a failed adjunct routing command, the 
announcement is interrupted.  If the 
adjunct routing command succeeds (that is, 
the switch receives a destination from the ASAI adjunct), the announcement 
terminates immediately. 
CMS Interactions
R3 CMS:  Adjunct routing attempts are stored in the ADJATTEMPTS database 
item and reported as ‘‘Ad junct Routing Attempts’’ in standard reports. If the call is 
queued to a split when the 
adjunct routing command is encountered, the step is 
skip ped, and no messages are sent to CMS.  Ac cordingly, ‘‘Adjunct Routing 
Attempts’’ is not reported for this call.
When a routing response from the adjunct is successfully executed by the 
switch, this action is tracked in the ADJROUTE D an d  ADJROUTTIM E database 
items and shown  as ‘‘Adjunct Routing Completions’’ in standard reports.
Ad d itional tracking of the ‘‘Adjunct Routing’’ command varies based on the 
destination successfully routed to as follows:
Routed to Station or to Attendant
Database Item Report Heading Notes
OUTF LOW CA LLS / 
OUTF LOW TI MEVector Flow Out
INTIME Avg Time In Vector
CONNECTCALLS/ 
CONNECTTI MEOther Calls Connect answered calls on G3 
						

							Call Vectoring Commands
A-20Issue  4  September 1995 
Split calls are also shown in the standard reports based on the final disposition of 
the call.
The presence of the command in a vector enables the calls serviced by the 
vector to be vector-directed. When such a call is answered by an agent, the call 
is tracked as ACDCALLS/ANSTI ME ,  a n d  i t is rep ort e d  as ‘ ‘A C D Calls,’’ ‘‘Split 
ACD Calls,’’ and ‘‘Avg Speed Ans.’’
A call abandoned after the command routes the call to a station or an attendant 
is tracked in the VDN tables as ABNCALLS/ABNTIME.   
R2 CMS: Adjunct routing attempts are not stored in R2 CMS.  Successful 
adjunct-routed calls are stored in  OUTFLOW and FLOW TIM E in the V e c t or an d  
VDN tables.  These calls are not shown on standard  reports. VECT IM E i s  
recorded for the vector and reported as ‘‘Avg Time in Vector.’’ Routed to Trunk
Database Item Report Heading Notes
OUTFLOWCALLS/ 
OUTFLOWTIMEVector Flow Out
VDN Flow Out
INT ER FLOW C ALL S
/  I N TER F L O WT I M EVDN Flow-Interflow
INTIME Avg Time In Vector
Routed to VDN
Database Item Report Heading Notes
OUTFLOWCALLS/ 
OUTFLOWTIMEVector Flow Out
VDN Flow Out
INTIME Avg Time In Vector
INFLOWCALLS Vector Flow In
VDN Flow Innew vector
new VDN
Routed to Split or to Hunt Group
Database Item Report Heading Notes
CALLSOFFER REDnew split
LOW CA LLS /M EDC
ALLSno priority/priority 
						

							adjunct routing
Issue  4  September 1995
A-21
Calls that route to a sp lit are tracked as INFLOW and are reported as  ‘‘Flow In.’’  
Calls that route to a trunk are tracked as ROUTED CAL LS/ ROUTEDTIME.  
However, these calls are not shown on standard reports.
BCMS Interactions
If the command advances a call to another position (that is, ASAI routing is 
successful), the call is tracked as “outflow” in the VDN Re port. 
						

							Call Vectoring Commands
A-22Issue  4  September 1995 
Announcement Command
announcement
Purpose
Provides the caller with a recorded announcement.
Syntax
announcement < extension>
Valid Entries
Valid announcement extension numb er
Requirements
Basic Call Vectoring or Call Prompting software must be installed. Also, 
integrated b oard, aux trunk or analog (T&R or Lineside DS1) announcement 
equipment must be installed. Finally, the announcements themselves need to be 
administered and recorded. See “Recorded Announcements” in the 
DEFI NI TY 
Communications System Generic 3 Feature Description,
 555-230-204, for more 
information.
Example
announcement 2982
Operation
The announcement is played from b e ginning to end unless an a gent becomes 
available.  In such a case, the announcement is interrupted and (if manual 
answering operation is assigned to the agent, or if calls are delivered to the 
agent on a manual answering basis) ringback is provided.  If the call is queued, 
the call remains as such while the announcement is played.  Any feedback 
provided before an announcement is continued until the announcement is 
played.
If an 
announcement command follows a failed adjunct routing command, the 
announcement is interrupted. If the 
adjunct routing command succeeds (that is, 
the switch receives a destination from the ASAI adjunct), the announcement 
terminates immediately.  
						

							adjunct routing
Issue  4  September 1995
A-23
If the announcement’s queue is currently full, the call retries the announcement 
step every five seconds and for an indefinite period of time before any new 
vector steps are processed.
The 
announcement command step is skipped, and vector processing continues 
at the next vector step, whenever any of the following conditions exist:
nRequested announcement is busied out, not available, or not 
administered.
nIntegrated board is not installed.
nExternal aux trunk or analog equipment is not attached.
For a com plete description of the typ es and operation of announcements see 
“Recorded Announcements” in the 
DEFINITY Communications System Generic 3 
Feature Description
, 555-230-204.
Answer Supervision Considerations
Unless answer supervision has already been sent, it is sent as soon as the 
command starts to process the call (even b efore the announcement starts).
Feature Interactions
For Look-Ahead Interflow, the command may be considered a call acceptance 
vector command or a neutral vector command.
The command is considered a call acceptance vector command whenever one 
of the following is true:
nAnnouncement is available.
nCall is queued for an announcement.
nAnnouncement is retried.
The command is considered a neutral vector command whenever the 
announcement is unavailable.
BCMS/CMS Interactions
The command is not trac ked  on CMS or BCMS.