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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. 
    						
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