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 the CO. Calls are drop ped a p proximately 
45 seconds after the busy tone is ap p lied.
If ISDN-PRI is involved, the a pplication of the busy tone is enabled via D-channel 
mess a ging. The network switching office returns the busy tone to the caller. The 
facility to the PBX/ACD is dropped, thus making it immediately available for 
another call.
Answer Supervision Considerations
After the 45 second timeout, an unanswered CO trunk call is answered and then 
dropped.  All other unanswered calls after this timeout are dropped without being 
answered. For an ISDN call that has not yet queued or been answered, no 
timeout occurs, and answer supervision is not sent.  Instead, a message 
requesting a b usy tone is sent to the network and, subsequently, the trunk is 
released.
Feature Interactions
For Look-Ahead Interflow, the command is considered a call denial vector 
command in all cases. 
						

							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 the vector, and it is reported as ‘‘Avg  Time in Vector.’’
BCMS Interactions
A call that is forc ed busy d ue to the c ommand is tracked as ‘‘OTHE R’ ’ i n the VDN 
Report.Busy Command
Database Item Report Heading
BUSYC ALL S/ BUS YT IM ECalls Forced Busy
Calls Busy/Disc
OTHE RCAL LS/ OTHE RTIM E I n bound Other Calls
INTIME Avg  Time In  Vector 
						

							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 255 (G3r), 1 through 24 (G3s, G3vs); 1st, 
2nd, 3rd
 (VDN)
priority level:  
l (low), m (medium), h (high), t (top).
condition: comparator: threshold:
unconditionallyN/A N/A
rolling-asa< 2-998 (even numbers only)
available-agents>
0-199 (G3i), 0-998 (G3r)
0-149 (G3s, G3vs)
calls-queued<
1-200 (G3i, G3s, G3vs), 1-999 
(G3r)
expected-wait< 1-9999
oldest-call-wait<
2-998 (even numbers only)
staffed-agents>
0-199 (G3i), 0-998 (G3r)
0-149 (G3s, G3vs) 
						

							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 lit 11 pri t if calls-queued < 5
check-backup skill 2nd pri m if staffed-agents > 5
check-backup skill 25 pri l if oldest-call-wait < 60
check-backup skill 12 pri l if rolling-asa < 50
check-backup skill 10 pri m if expected-wait < 20
Operation
The check-backup split (skill) command checks the status of a sp lit (skill) for 
possible termination of the call to that split (skill). When termination is not 
possible, queuing at the specified priority is attempted. Termination and/or 
queuing are attempte d if the split (skill) meets certain conditions specified as 
part of the command.
The command is customized to  check for and/or respond to sp ecific conditions.  
For example, the command c an q ueue/terminate unconditionally.  The command 
can also queue/terminate if any of the following is true:
nNumber of available agents is greater than the threshold value.
nNumber of staffed agents is g reater than the threshold value.
nNumber of calls queued for a specified priority level or higher is less than 
the threshold value.
nOldest call waiting in queue at the specified priority level or higher has 
been waiting 
less than the threshold value, which is expressed in 
seconds.
nRolling average sp eed of answer is less than the threshold value, which is 
expressed in seconds. 
						

							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 place:
nCall b egins alerting the agent.
nCall is removed from any other queues.
nVector processing terminates.
If the desired backup split (skills) is one of the splits (skills) to which the call is 
already queued, the call is requeued at the new priority level, provided that the 
command conditions are met. The step is skipped, and vector processing 
continues at the next step if any of the following conditions are true:
nCommand conditions are not met.
nDesired split’s (skill’s) queue is full.
nDesired split (skill) has no queue and also no available agents.
nDesired split (skill) is not vector-controlled.
nCall is already queued to this split (skill) at the specified p riority level.
nCall has been previously queued to three different splits (skills).
NOTE:
A route-to to another VDN can b e used to remove the call from the s plits it is 
queued to if necessary. The ste ps in the routed-to vector then can be used 
to queue to other sp lits.
Answer Supervision Considerations
No answer supervision is returned.
Feature Interactions
The check-backup split (skill) command can access a AUDIX/Message 
Center/Server split (skill) in cases where a VDN is assigned as a coverage point. 
To enable this function, the sp lit (skill) must  be assigned as a vector-controlled 
hunt group.
For Look-Ahead Interflow, the command can be considered either a call 
acceptance vector command or a neutral vector command. 
						

							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 queued via a 
check-backup split (skill) command are tracked as 
CALLSOFFER RED  a n d  L OW C A LLS / MEDCALLS/HIGHCALLS/TOPCALLS. 
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/ANSTIME, and it is reported as “ACD Calls,” “Split ACD 
Calls,” and “Avg Speed Ans.” If the call is also queued to other splits (skills), 
OUTFLOWCALLS/OUTFLOWTIME is tracked in the first sp lit (skill) to which the 
call queues, and “Flow Out” is reported (unless the sp lit (skill) turns out to be the 
answering split (skill)). DEQUECALLS/DEQUETIME is tracked in the second and 
third sp lits (skills) if these splits (skills) are not the answering split (skill), and the 
call is reported as “Dequeued Calls” and ‘‘Dequeued Avg Queue Time.’’ 
However, if the second or third split (skill) is the answering split (skill), 
INFLOWCALLS is tracked in the split (skill), and the call is reported as ‘‘Flow In.’’
Whenever the call is answered in a split (skill) accessed by the 
check-backup 
split
 command, the BACKUPCALLS data base item is incremented, and the call 
is reported as ‘‘Calls Ans in Backup’’ and ‘‘Calls Handled/Backup.’’ The ‘‘Calls 
Ans in Main’’ report item is calculated by using the algorithm ACDCALLS - 
BACKUPCALLS. 
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 queued. The call is reported as ‘‘Aban Call’’ and ‘‘Avg Ab an 
Time.’’ If the call is also queued to other splits (skills), 
DEQUECALLS/DEQUETIME is tracked in these splits (skills), and the call is 
reported as ‘‘Dequeued Calls’’ and ‘‘Dequeued Avg Queue Time.’’ R2 CMS:   An 
ACD call that is directed via the command and that is subsequently answered is 
tracked as ANSWERED/ANSDE LA Y a n d  ACDCALLS. The c all is reported as ‘‘No. 
ACD Calls,’’ ‘‘No. Calls Ans,’’ and ‘‘Avg Speed Ans.’’ If the call is also q ueued to 
oth e r  s p l it s (s ki lls), O U TFLOW  is tracked in these splits (skills), and the call is  
						

							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), 
OUTFLOWCALLS/OUTFLOWTIME is tracked in these sp lits (skills), and the call is 
reported as ‘‘Flow Out.’’
BCMS Interactions
The total numb er of calls to the VDN that are queued via the command and then 
answered by an agent within a s pecified time period is tracked as ‘‘NUM ANS’’ in 
the VDN Re port. The average time that calls spend in a vector before being 
connected via the c ommand as an ACD call to an agent is tracked as ‘‘AVG TIME 
TO CONNECT’’ in the same report. 
						

							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 accessed by the command and never to 
collect digits from a caller.
Example
collect 12 digits after announcement 2982
Operation
This command, which is part of the Call Promp ting  feature, allows the caller to 
enter d igits from a touch-tone or an internal rotary phone. An optional 
announcement may be used to request the caller to enter these d igits. The 
announcement can instruct the user to enter an asterisk (*) if incorrect data is 
entered. When  the  caller  enters an asterisk, the d i gits collected for the current 
collect digits command are deleted, di git collection is restarted, and the 
announcement is not replayed.
In using this command, the 
maximum number of digits requested of the caller 
must be specified in the a dministration of the command. If the caller can enter 
fewer digits than the maximum specified, the announcement should instruct the 
caller to terminate the entry with a pound sign (#) digit as an end-of-d ialing 
indicator. If all the digits strings for all the variations of a specific 
c ollect digits 
command are terminate d with ‘‘#,’’ the ‘‘#’’ must be counted as one of the d i gits. 
Therefore, the number of digits c ollected should include any “#” that needs to be  
						

							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 command requires that a TTR be connected. (If the 
call originates from an internal rotary phone, no TTR is needed.) TTRs accept the 
touch-tone digits that are entered by Call Promp ting users. TTRs are 
automatically connected as needed by the system.
The connection of the announcement prompt is skipped and the digit collection 
phase begins whenever one of the following conditions is true:
nDial-ahead digits exist.
nNo announcement is administered for the collect digits step.
nAnnouncement administered for the collect digits ste p does not exist.
Otherwise, an attempt is ma de to connect the administered announcement. If the 
announcement to be connected is busy, and if the queue for the announcement 
is full, or if there is no queue, the calling party continues to hear the current 
feed b ack. The system waits five seconds and then tries again to connect the call 
to the announcement. This process continues until the call is successfully 
queued or connected to the announcement, or until the calling party disconnects 
from the call. If the queue for the announcement is not full, the call is queued for 
the announcement.
If the announcement to be connected is available (either initially or after queuing, 
or after system retry), any previous feedback is disconnected, and the calling 
party is connected to the announcement.
While the announcement is playing, or while the call is being queued for an 
announcement, the caller may enter digits at any time. This causes the 
announcement to be disconnected or removed from the queue, as appropriate, 
and the digit collection phase to be gin. If the caller does not enter any d i gits 
during the announcement phases, the digit collection p hase begins when the 
announcement comp letes.
As soon as the digit collection phase begins, interdigit timing is started, unless 
the TTR is already in timing mode (that is, the dial-ahead capability is active and 
the TTR is not disc onnected).
Digits are 
c ollected either as digits dialed during the collect digits command or 
as dial-ahead digits dialed since a previous 
collect digits command but prior to 
the current appearance of the command. Digit collection continues for the 
current command until one of the following conditions exists:
nNumber of digits specified is collected. 
						

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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 continues at the next vector step. If a TTR is connected, the caller can 
start entering d i gits a gain. In such a case, the announcement is not replayed, 
and the interdigit timer is restarted.
NOTE:
If an asterisk is entered after the requested number of digits are entered, 
the asterisk has no effect on the previously entered digits. However, in such 
a case, the asterisk is treate d as a dial-ahead digit for the next 
c ollect digits 
command.
When d i git collection is completed, and if a TTR is connected (for a touch-tone 
phone), the interdigit timer is restarted to detect a timeout for releasing the TTR. 
Vector processing then continues at the next vector step. However, the switch 
continues to collect any subsequent dialed digits [(including the pound sign (#) 
and asterisk (*) digits)] to allow for the dial-ahead capability. These  ad d itional 
‘‘dialed ahead’’ digits are saved for use by subsequent 
collect digits commands, 
and they provide the caller with a means to bypass subsequent unwante d 
announcement prompts. A single # digit can be collected and tested by 
subsequent 
route-to...if digits or goto...if digits commands. Alternately, the digit 
can be passed to a host via ASAI. Collection of dial-ahead digits continues until 
one of the following occurs:
nVector processing stops or is terminated.
nThe sum of the digits collected for the current c ollect digits command and 
the dial-ahead digits exceeds the switch storage limit of 24.   Any 
a d ditional dialed digits are discarded until storage is freed up by a 
subsequent 
c ollect digits command.
NOTE:
Any asterisk (*) or pound sign (#) digits count towards the 24-d igit 
limit, as do any dial-ahead digits entered after the asterisk or pound 
sign digit.
nThe TTR required by the touch-tone phone user to collect digits is 
disconnected. This occurs under the following conditions:
— Successful or unsuccessful 
route-to number step is encountered 
during vector processing 
except where the numb er route d to is a 
VDN extension.
— Successful or unsuccessful 
route-to d i gits step is encountered 
during vector processing 
except where the numb er route d to is a 
VDN extension.