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ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual
ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual
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Call Vectoring Commands A-34Issue 4 September 1995 — Successful or unsuccessful adjunct routing step is encountered during vector processing. — Successful or unsuccessful converse-on step is encountered during vector processing. — 10 second timeout occurs, during which time the caller does not dial any digits, asterisks (*) or p ound signs (#). NOTE: When the TTR is disconnected due to a route-to number, route-to d igits, converse-on , or an adjunct routing ste p, all dial-ahead digits are discarded . This means that, following a failed route-to, converse-on or adjunct routing step, a subsequent c ollect digits step always requires the caller to enter di gits. NOTE: Dial-ahead digits are available for use only by subsequent collect digits commands. The d igits are never used by other vector commands that operate on d i gits (for example, route-to digits , goto...if digits, etc). In ad dition, these digits are not disp layed as part of the CALLR-INFO button operation until they are collected via a c ollect digits command. Answer Supervision Considerations Answer supervision is provided as soon as a TTR is connecte d and processing of the command starts. The command always provides answer supervision to an incoming trunk if supervision has not been previously provided. Feature Interactions For Look-Ahead Interflow, the command is considered a call acceptance vector command in all cases. CMS Interactions The command is not tracked on CMS.
converse-on split (skill) Issue 4 September 1995 A-35 Converse-on Command converse-on split (skill) Purpose Delivers a c all to a c onverse sp lit (skill) and activates a voice response script that is housed within a Voice Response Unit (VRU). Syntax converse-on split pri < priority level> passing and converse-on skill pri < priority level> passing and 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). data_1, data_2: String consisting of any d i gits 0-9 and/or of one or more asterisks (*) and not exceeding a total of six such digits and/or asterisks; the pound sign (#); any of the following keywords: v dn, ani, d i gits, q pos, wait, none (with the exception that none cannot be included as an entry for data_1 if data_2 has an entry other than none). Requirements Basic Call Vectoring software must be installed, and the converse split must be vector-controlled. If the keyword digits is included within the command syntax, Call Promp ting software must be installed. Moreover, Call Prompting software is necessary to allow for the full functionality of Voice Response Integration (VRI). Also, skills replace splits only if Expert Ag ent Selection (EAS) is optioned. To include the keyword wait in the command syntax, the “Vectoring (G3V4 Advanced Routing” customer option must b e enabled. Examples converse-on split 1 pri h passing none and none converse-on split 20 pri m passing 123456 and none
Call Vectoring Commands A-36Issue 4 September 1995 converse-on skill 57 pri h passing vdn and ani converse-on skill 3rd pri t passing digits and qpos converse-on skill 23 pri h passing wait and none Operation NOTE: Refer to Appendix H for details regarding call flows involving the converse-on command. The converse-on command is designed primarily to integrate Voice Response Units (VRUs), principally the CONVERSANT Voice Information System (VIS), with the DEFINITY system. The command effects d ata passing between DEFI NI TY and the VRU, and it enables the caller to hear the a ppropriate voice response script housed in the VRU. If the command is successful, it delivers the call to a predetermined split (skill), which is referred to as the converse split (skill). Once the call is answered by the VRU, the command may or may not pass d ata to the VRU (d epending upon the parameters of the command). Regardless of whether or not d ata is passed, the caller is then connected to the VRU, which in turn executes the voice response script. If b y this time the c all has already queued to a nonconverse split (skill), the call retains its position in the nonconverse split (skill) queue. If an agent from the nonconverse split (skill) becomes available to service the call while the voice response script is being executed, DEFINITY drops the line to the voice information system and connects the caller to the available agent. The voice information system, in turn, detects the disconnect and terminates the voice response script. Whenever a voice response script is executed, any audible feedback p rovided b y the vector is disc onnected, and no further vector steps are executed until the voice response sc ript is executed. The VRU may or may not eventually return data to the switch. If, once the voice response script is completed, there is no data to be returned from the voice information system to DEFI NIT Y, t he VRU d ro p s t he line to DEFINITY, and vector processing is reactivate d on the switch. If there is data to be returned to the switch, the ‘‘Converse data return c o de’’ is outpulsed before the data to b e passed is outpulsed. Once all VRU data is received, it is stored in the Call Prompting digits buffer as dial-ahead digits, and vector processing is reactivated. Digits returned by the voice information system are not heard by the caller. Digits returned from the VRU can be: nDisplayed on the answering agent’s d isp lay set (automatically for 2-line displays, or by using the ‘‘CALLR-INFO’’ button for 1-line disp lays) nTreated as an extension in a route-to d igits ste p
converse-on split (skill) Issue 4 September 1995 A-37 nUsed for vector conditional branching in a step containing a command with the if digits parameter nTandemed to an ASAI host DEFI NI TY can be set up to pass information in-band to the voice information system. In such a case, the converse-on command can outpulse up to two groups of digits to the voice information system. The digits may serve two major purposes: the d i gits may notify the voice information system of the a p plication to be executed, and they may share call related data, such as ANI (BN) or caller digits collected by DEFI NI TY. (I n man y applications, b oth a p plication selection and data sharing are required.) Since in many cases the d igit strings are of variable length, DEFI NI TY always appends a pound sign (#) character to the end of each digit string. The Promp t and collect steps in the voice response script must therefore always be administered to expect ‘‘#’’ as the end-of-string symbol and to include ‘‘#’’ in the d i git count. The sending of ‘‘#’’ prevents exc essive delays caused by digit timeouts, and it prevents other problems caused by timeouts. It also ensures that each data field is used to satisfy a single prompt and collect step. Any d ata p assed from DEFINITY t o a VRU is out p u l se d in-band. The user can administer two time delays on the System Parameter Features form: ‘‘converse first data delay’’ and ‘‘converse second data delay.’’ These delays may range from 0 to 9 seconds with a default of zero seconds for the converse first data delay and a default of two seconds for the converse second data delay. The delays are needed to give the VRU time to invoke an application and to allocate a touch-tone receiver to receive the passed digits. NOTE: No time d elays are invoked when the keyword ‘‘none’’ is administered. If is not ‘‘none,’’ the converse first data delay timer starts when the call is answered by the VRU. When the timer expires, the digits are outpulsed in-band to the VRU. The end-of-string character (#) is then outpulsed. If is not ‘‘none,’’ the converse second data delay timer starts when the end-of-string character (#) from the first digit string is outpulsed. When the timer expires, the d igits are outpulsed in-band to the VRU. The end-of-string character (#) for the second digit string is then outpulsed. The following values may b e administered for < data_1> and < data_2> within the c onverse-on command: nAdministered digit string: This string can contain up to six characters consisting of one or more digits (0 through 9) or asterisks (*). The pound sign (#) may not be included in a digit string because it is reserved as the end-of-string character. However, a single ‘‘#’’ may be a dministered.
Call Vectoring Commands A-38Issue 4 September 1995 nani: If the call is an internal call or an incoming DCS call, this data type causes the extension of the calling party to be outpulsed. If the call is an incoming ISDN-PRI c a ll with ANI (BN) pro vid e d to DEFI NIT Y, t he calling party numb er/billing number (CPN/BN) of the calling party is outpulsed to the voice information system. If there is no ANI (BN) to send, the end-of-string pound sign (#) is the only character outp ulsed. Any other type of incoming call results in ‘‘#’’ being outpulsed. ndigits: This data type can be used only if Call Prompting is optioned, and it c auses the most recent set of digits collected in vector processing to b e outpulsed. If no digits are available, the end-of-string p ound sign (#) is the only character outpulsed. nnone: This data type causes no characters to be outpulsed. Also, no end-of-string pound character (#) is outpulsed, and no time delays are invoked. nqpos: This data type causes the value of the q ueue position of a call in a nonconverse split to be outpulsed. This value is a variable length data item from which between one and three digits can b e outpulsed. If the call is not q ueued, the end-of-string pound sign (#) is the only c haracter that is outpulsed. NOTE: The use of this keyword is not recommended with multiple split (skill) queuing because any queue position value that is sent may not be meaningful. However, if the call is queued to multiple nonconverse splits (skills), the value of the caller’s queue position in the first nonconverse split (skill) is sent. This data may b e used b y the voice information system to inform callers of their position in queue or to decide whether to execute a long or short version of a voice response script. nvdn: This data type causes the VDN extension to b e outp ulsed. In cases where multiple VDNs are accessed, normal VDN override rules d etermine which VDN extension is outpulsed. nwait: This data typ e can be used only if the “Vectoring (G3V4 Ad vanced Routing)” customer option is enabled. It causes the expected wait time of the call to be outpulsed. See VDN Calls on p age 6-12 for a detailed description of expected wait time. If the call is not queued or if it is q ueued only to splits that are unstaffed or splits where all agents are in AUX work mode, the end-of-string character “#” is the only character outpulsed. n#: This is the only character outpulsed. Outpulsing this character causes the corresponding prompt and collect command in the voice response script to be skipped. DEFI NI TY always outp ulses a pound c haracter (#) at the end of each digit string. Where ‘‘#’’ is administered, or where the ‘‘digits’’ keyword is administered and the last digit collected from the caller is ‘‘#,’’ only one ‘‘#’’ is outp ulsed. No ‘‘#’’ is outpulsed when the keyword ‘‘none’’ is administered.
converse-on split (skill) Issue 4 September 1995 A-39 If d ata_1 is a dministered as ‘‘none,’’ data_2 must also be ‘‘none.’’ Answer Supervision Considerations Answer supervision is returned only once during the life of a call. If a call is answered as a result of a converse-on step, answer supervision is sent only if it has not been sent previously. If d igits are passed to the VRU, answer supervision is not sent until after the digits are outpulsed. Feature Interactions nAbandon Call Search If the converse-on step places a call to a hunt group, and if the incoming call was placed via a trunk g roup with Abandon Call Search activated, the system checks that the calling party has not abandoned the call (that is, hung up) before terminating to an agent. nAdjunct Switch Ap plications Interface (ASAI) Since vector-controlled splits (skills) cannot b e ASAI-monitored domains, ASAI cannot be used to supplement the operation of the converse-on step. If a c onverse-on step places a call to an ASAI-monitored domain, ASAI event messages are sent over the ASAI link. Whenever a converse-on step places an ASAI-monitored call, the ALERTing message sent to the ASAI host includes a Cause IE, Coding Standard 3 value 23 (CS3/23). This informs the ASAI host that the call has not been de-queued from any nonconverse splits (skills). If a c onverse-on step is executed while an a djunct routing request is outstanding, the route request is canceled. nAudio Information Exchange (AUDIX) If a c onverse-on step calls AUDIX, the call is treate d as a direct call to AUDIX. The caller hears the ‘‘welcome to AUDIX’’ message and may retrieve his or her messages in the usual manner. If a call is forwarded to or covers to a VDN and is then delivered to an AUDIX hunt g roup b y a c onverse-on step, the call to AUDIX is treated as a redirected call, and the caller may leave a message for the principal. nAuto-Available Splits (Skills) A converse-on step may place a call to an auto-available split (skill). Except in cases where the converse split (skill) is ASAI-controlled, auto-available converse splits (skills) are recommended for Voice Resp onse Integration (VRI).
Call Vectoring Commands A-40Issue 4 September 1995 nBasic Call Management System (BCMS) BCMS tracks calls placed by a c onverse-on step to a BCMS-measured hunt group. Since with the converse-on step it is now possible for a call to be ‘‘answered’’ in more than one split (skill), trunk totals may no longer match split totals. However, VDN totals and trunk totals will match. nBCMS VDN Re ports For call tracking in BCMS VDN reports, a c onverse-on step is treate d like an announcement step. A call is considered ‘‘answered’’ when it is answered by a nonconverse split (skill) but never when it is answered b y a converse sp lit (skill). nCall Coverage Call Coverage does not a pply because the converse-on step may deliver calls only to vector-controlled sp lits (skills), which do not have coverage paths. nCall Detail Recording For incoming calls to a VDN, the duration of the call is recorded from the time answer supervision is returned. Answer supervision is returned for a successful c onverse-on step. No ineffective call attempt records are generated for converse-on ste ps that fail. Also, no outgoing calls can be placed by a c onverse-on ste p. nCall Management System (CMS) CMS tracks calls placed by a c onverse-on step to a CMS-measured hunt group or split. c onverse-on ve ctor steps may be administered from CMS 3.1 and later releases. Since with the c onverse-on step it is now p ossible for a call to be ‘‘answered’’ in more than one split (skill), trunk totals no longer match sp lit totals. However, VDN totals and trunk totals will match. nCall Park Calls placed by a converse-on step may not be parked. nCall Pickup Calls placed by a converse-on step ringing at an agent station may be p i cked u p if that a gent is p art of a p ic kup group. Subsequent transfers are denied. nCall Promp ting The Call Prom pting customer option must also b e enabled to gain full VRI functionality. Without Call Promp ting, any data returned by the voice information system cannot be collected and processed by the switch. If the converse-on step places a call to a split (skill) of live agents, any digits c ollected previously may be d isplayed b y agents using the callr-info button.
converse-on split (skill) Issue 4 September 1995 A-41 nCall Vectorin g—Basic The converse-on step is an enhancement to the Basic Call Vectoring customer option. This option must be enabled in order to invoke the VRI feature. nClass of Restriction (COR) As is the case for the queue-to main sp lit (skill) and check-backup split (skill) vector steps, no COR checking is carried out when a converse-on step places a call to a split (skill). nConference Any attempt to conference a call placed by a c onverse-on step is denied. nCoverage Callback A call placed by a c onverse-on step does not follow any coverage paths. Therefore, Coverage Callback is not available. Also, if a call reaches a converse-on step via a VDN in a coverage path, coverage callback cannot be used. nDirect Department Calling (DDC) A converse split may be administered as a direct department calling split. nDistributed Communications System (DCS) If an incoming DCS call is placed to a vector with a converse-on sp lit (skill) x pri y passing ani ... step, the DCS extension of the calling party is outpulsed. nPriority Levels A call placed by a c onverse-on step may be q ueued at one of four priority levels: low, medium, high or top. nHunt Groups The converse-on ste p may d eliver a call to a vector-controlled hunt group, ACD split (skill), Message Center or AUDIX hunt group. nIntegrated Services Digital Network (ISDN) The converse-on step may be administered to outpulse to the voice information system the ANI (calling party number/billing number CPN/BN) of the calling party via use of the ‘‘ani’’ keyword . nIntercept Treatment A caller is never given intercept treatment upon execution of a converse-on step. Failing to place a converse call successfully results in the failure of the converse-on step. Vector processing continues at the next vector step.
Call Vectoring Commands A-42Issue 4 September 1995 nInterflow Sin ce a converse-on step can place calls only to hunt groups that are vector-controlled, and since the activation of Call Forwarding for a vector-controlled hunt group is blocked, calls placed by a converse-on step to a hunt group cannot interflow. nIntraflow Sin ce a converse-on step can place calls only to hunt groups that are vector-controlled (that is, without coverage paths), intraflow is not possible. nLive Agents Although not recommended, the switch does not prevent a converse-on step from delivering a call to a group of live agents. To the agent, the call looks like any other ACD call. However, certain features, such as call transfer, conference, and supervisor assist are d enied. The answering agent can display any digits collected prior to executing the converse-on step by using the ‘‘callr-info’’ button. nLook-Ahead Interflow If a call placed by a c onverse-on vector step is answered by a VRU, or if such a call queues to a split (skill) on the receiving switch while a Look-Ahead Interflow call attempt is outstanding, the Look-Ahead Interflow call attempt is accepted. A converse-on step that fails is neutral. nMessage Center The converse-on step may deliver calls to message hunt groups. Such calls are treate d as direct calls to the message. If a call is forwarded to a VDN and then delivered to a messa ge sp lit by a converse-on step, the call is treated as a redirected call. nMultiple Split (Skill) Queuing A call can be queued to three different splits (skills) and then to a converse sp lit (skill) as a result of a converse-on step. nMusic on Hold During the data return p hase of a c onverse-on step, the caller is temp orarily placed on hold. Music on hold, if administered, is suppressed. nNon-Vector Controlled Splits (Skills) A converse-on step may not place a call to a nonvector-controlled split (skill). nPriority Queuin g The queue priority of a call placed by a converse-on step is administrable on the vector step.
converse-on split (skill) Issue 4 September 1995 A-43 nQueue Status All queue status display, queue status indication and queue warning wall lamp feature c a pabilities also ap ply to calls queued by the converse-on command. nQueuing Calls handled by the c onverse-on ste p queue when they are d elivered to busy hunt groups. Call Vectoring audible feedback is not disconnected while a converse call is in queue. If a converse-on step is executed while a call is queued to a nonconverse split (skill), the call remains in queue for the nonconverse split (skill). The queue priority of the call is a dministrable on the vector step. nRecorded Announcement VRI may be used to increase the system’s record ed announcement capacity by offloading some recorded announcements to the VRU. Callers can be redirected by the converse-on step to a group of VRU ports and use data passing to specify the correct announcement to play. nRedirection on No Answer (RONA) If a c onverse-on step places a call to a hunt group with a ‘‘no answer timeout’’ administered, and if the call rings at an agent terminal/port for longer than the administered timeout, the call is redirected, and the agent/port is p ut into the AUX work state (or logg e d out if the agent is a member of an auto-available sp lit (skill)). Thereafter, under RONA, the call is requeued to the sp lit (skill) unless there is no room in the queue or unless this is an auto-available split (skill) whose agents are all logged out. If the call cannot be requeued, the converse-on ste p fails, a vector event is logged, and ve ctor processing is restarted at the next vector step. nService Observing Calls placed by a converse-on step may be service observed. To prevent the o bserver from hearing tones being outpulsed to the VRU, the observer is not connected to the call until the data p assing phase is complete. If data is returned by the VRU, the observer is put in service observing pending mode, and the calling party is temporarily put on hold while the VRU d i gits are outpulsed. Upon completion of the converse session, and once the VRU hangs up the line, the observer remains in service observing pending mode. It is not recommended that a service observing warning tone be administered since the warning tone may interfere with the interaction between the voice information system and the calling party. nSystem Access Terminal (SAT) converse-on steps may be administered from the SAT terminal.