ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Call Vectoring Commands
A-44Issue  4  September 1995 
nSystem Measurements
System measurements track converse calls to hunt groups and attendant 
groups.
nTouch-Tone Dialin g
Any touch-tone dialing by the calling party during the digit passing 
phases of a session involving a 
c onverse-on step does not result in 
corruption of  data or in the collection of this data in the form of dial-ahead 
digits by DEFINITY.
Only after the digit passing phase from DEFI NI TY to t he voice information 
system is completed  can the calling party enter touch-tone d i gits in 
response to a voice information system p rompt. Only after the voice 
information system to DEFINITY data return phase is completed and an 
a d ditional 
collect d igits vector step is executed can the calling party enter 
a touch-tone response to a DEFINITY  p rom p t .
nTransfer
A call  placed b y a 
converse-on step may not b e transferred. The only form 
of transfer allowed is the data passing operation d uring the data return 
phase at the end of a voice response script.
If an illegal attempt to transfer a converse call is made, a vector event is 
logg e d, the line to the voice information system is drop ped, and vector 
processing is reactivate d at the next vector step.
If an illegal transfer is attempted by a live a gent with a multifunction set, 
the transfer is denied and the agent may reconnect to the call.
nTransfer out of AUDIX
If a 
converse-on step delivers a call to an AUDIX hunt group, and if the 
calling party then attemp ts to transfer out of AUDIX, the transfer fails, and 
vector processing is reactivated at the next vector step.
nUniform Call Distribution (UCD)
A converse sp lit (skill) may be administered as a Uniform Call Distribution 
split (skill).
nVDN as a Coverage Point
If a call covering to a VDN is processed by the 
converse-on command 
and subsequently reaches a station user (that is, a memb er of a ‘‘converse 
split (skill)’’), and if the ‘‘converse split (skill)’’ agent attemp ts to activate 
Consult (coverage), or Coverage Leave Word Calling, any of these 
coverage attempts is denied because the call is still in vector processing. 
If the ‘‘converse split (skill)’’ is an AUDIX/Message Center split (skill), the 
call covered to the VDN is treated like a redirected call to AUDIX/MCS; the 
original principal and reason for redirection is used in the same manner as 
a Call Forwarded call to a VDN. 
						

							converse-on split (skill)
Issue  4  September 1995
A-45
nVDN Override
If a call that accesses multiple VDNs encounters a 
c onverse-on step 
passing ‘‘vdn,’’ normal override rules d etermine which VDN number is 
outpulsed to the VRU.
nVDN Reports
For call tracking in CMS and 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 
by a converse split (skill).
nVector-controlled Splits (Skills)
A 
converse-on step may place a call to a split (skill) only if that split (skill) 
is administered as a vector-controlled sp lit (skill).
CMS Interactions
CMS tracks calls placed by a c onverse-on step to a CMS-measured split (skill). 
converse-on ve ctor steps may be administered from R3 CMS and later releases. 
Sin ce w ith  t he 
converse-on step it is now possible for a call to be ‘‘answered’’ in 
more than one s plit (skill), trunk totals no longer match split (skill) totals. However, 
VDN totals and trunk totals will match.
For call tracking in CMS VDN reports, a 
converse-on ste p is treated like an 
announcement step. A call is considered ‘‘answered’’ when it is answered by a 
nonconverse split (skill) but never when it is answered by a converse split (skill).
BCMS Interactions
BCMS tracks calls placed by a c onverse-on step to a BCMS-measured split 
(skill). 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.
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 by a c onverse split (skill). 
						

							Call Vectoring Commands
A-46Issue  4  September 1995 
Disconnect Command
disconnect
Purpose
Ends treatment of a call and removes the call from the switch. Also allows the 
optional assignment of an announcement that will play imme diately before the 
disconnect.
Syntax
disconnect after announcement 
Valid Entries
extension: none or valid announcement extension
Requirements
Basic Call Vectoring software must be installed. Also, the relevant 
announcements must be a dministered and recorded.
Example
disconnect after announcement 2556
Operation
While the command’s optional announcement is playing, the call remains in 
queue and can be connected to an agent. When the announcement completes 
(or is not s pecified), the c ommand forces a disconnect, ends the treatment of the 
call, and removes the call from the switch.
Answer Supervision Considerations
If the switch has not yet sent answer supervision, the switch d oes so immediately 
before disconnecting the call, whether an announcement is specified or not. If an 
announcement is specified, answer supervision is g iven before an attempt is 
made to connect the announcement. The exception is for ISDN calls, where the 
disconnect can occur without answer supervision being sent when an 
announcement is not played. 
						

							disconnect
Issue  4  September 1995
A-47
Feature Interactions
For Look-Ahead Interflow, the command can be considered either a call 
acceptance vector command or a call denial vector command.
The command is considered a call acceptance vector command whenever an 
announcement is included within the command and one of the following is true:
nAnnouncement is available.
nCall is queued for an announcement.
nAnnouncement is retried.
The command is considered a call denial vector command whenever one of the 
following is true:
nNo announcement is included within the command.
nAnnouncement is included within the command, but the announcement is 
unavailable.
CMS Interactions
R3 CMS:
DISCTIME, OTHERTIME, a n d INTIME for splits and vectors are tracked 
according to when the announcement starts.   DISCTIME, OTHE RTIM E a n d  
INTIME for VDNs are tracked according to when the trunk idles.
R2 CMS: Calls given forced disconnect are tracked in the FDISCCALLS and 
FDI SCTI ME  d atabase items. These calls are not shown in standard reports. 
FDI SCTI ME  i s tracked according to when the announcement starts. VECT IM E i s  
recorded for the vector, and it is reported as ‘‘Avg  Time in Vector.’’
BCMS Interactions
A call that is disconnected via the command is tracked as ‘‘OTHER’’ in the VDN 
Report.Disconnect Command
Database Item Report Heading
DISCCALLS/DISCTI M ECalls Forced Dis c
Calls Busy/Disc
OTHE RCAL LS/ OTHE RTIM E I n bound Other Calls
INTIME Avg  Time In  Vector 
						

							Call Vectoring Commands
A-48Issue  4  September 1995 
Goto Step Command
goto step
Purpose
Allows conditional or unconditional movement (branching) to a preceding or 
subsequent step in the vector.
Syntax
goto step  if unconditionally
goto step  if digits < comparator> < digits>
goto step  if digits < option> table 
goto step  if ani < comparator> < digits>
goto step  if ani < option> table 
goto step  if ii-digits < comparator> < digits>
goto step  if ii-digits < option> table 
goto step < ste p # > if time-of-day is < day> :  to < day> < hour>: 
< minute >
Conditions = available-agent, staffed-agents:
goto step  if  in split     < threshold>
goto step  if  in skill  < c omparator> 
Conditions = calls-queued, oldest call-wait:
goto step  if  in split  pri < priority level > 
< c omparator>    
goto step  if  in skill  pri < priority level> 
< c omparator>  
Condition = rolling-asa:
goto step  if  for split  < comparator> 
goto step  if  for skill  < comparator>  
						

							goto step
Issue  4  September 1995
A-49
goto step  if  for vdn    
Condition = counted-calls:
goto step  if  to vd n   
Condition = expected-wait:
goto step  if  for split  pri  
< c omparator>  < threshold>
goto step  if  for skill  pri  
< c omparator>  < threshold>
goto step  if  for call < c omparator>  < threshold>
Valid Entries
step #: 1-32.
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)
condition:comparator:
1threshold:
unconditionallyN/A N/A
rolling-asa>, > =, =, 
0-998 seconds (even numb ers only)
 =, =, 
0-199 (G3i), 0-998 (G3r)
0-149 (G3s, G3vs)
 =, =, 
0-199 (G3i, G3s, G3r), 0-998 (G3r)
 =, =, 
0-999 
 =, =, 0-9999 seconds
 =, =, 
0-998 seconds (even numb ers only)

						

							Call Vectoring Commands
A-50Issue  4  September 1995 
digits: the following values are accepted:
p riority level: 
l (low), m (medium), h (high), t (top).
day: 
mon, tue, wed, thu, fri, sat, sun, all (that is, on any day of the week).
hour: 
00 to 23 (military format).
1.Comparators = , > =, < =, < > are only available for these conditions with
“Vectoring (G3V4 Enhanced).”
1.Comparators > , > = , < , < =, < >  are only available for
the 
g oto step if d igits c ommand with Vectoring (G3V4
Enhanced)
2.Wildcards (+, ?) can only be used with Vectoring
(G3V4 Enhanced). The +  represents a group of digits
(0 or more) and can only be used as the first or last
character of the string. Only one + can be used in any
digit string. The ? represents a single d igit. Any
number of them can b e used  at any position in the digit
string. 
None is only a valid entry with G3V4 and later
releases. staffed-agents>, > =, =, 
0-199 (G3i), 0-998 (G3r)
0-149 (G3s, G3vs)
 = String of 0-9
= , < > String of 0-9, #, + , 
?, none
goto step 
 if ani< , < =, >, > = String of 0-9
= , < > String of 0-9, #, + , 
?, none
goto step 
 if ii-digits< , < =, >, > = Two consecutive 
d i gits from string 
of 0-9
= , < > Two consecutive 
d i gits from string 
of 0-9, + , ?, none condition:comparator:
1threshold: 
						

							goto step
Issue  4  September 1995
A-51
minute: 00 to 59 (military format).
option: 
in, not-in (Vectoring (G3V4 Enhanced) only)
table: 1 through 5 (G3vs/s); 1 through 10 (G3i); 1 through 100 (G3r). The number 
of the Vector Routing Table containing the numbers to be used to compare 
against ani, ii-digits or digits collected with the 
c ollect digits command.
vdn: assigned vdn extension, 
active, latest. Active is the active called VDN as 
modified by VDN override rules. Latest is the VDN assigned to the vector in 
which the call is currently being processed.
Requirements
Basic Call Vectoring software must b e installed for all the options. Call Prompting 
software is required for the digits option. Also, skills replace splits only if Expert 
Agent Selection  (EAS)  is  optioned. Wil d card matching and the use of Vector 
Routing Tables require Vectoring (G3V4 Enhanced). In addition, to use the 
rolling-asa, expected-wait, and counted-calls conditions, the “Vectoring (G3V4 
Advanced Routing” customer option must b e enabled. To use 
ani and ii-digits 
routing, G3V4 or a later release is required and the “Vectoring (ANI/II-Digits 
Routin g)” customer option must be enabled.
Examples
goto step 8 if available-agents in split 67 < 5
goto step 12 if calls-queued in split 51 pri t < 17 
goto step 
7 if time-of-day is mon 16:30 to tue 7:30
goto step 12 if calls-queued in skill 3rd pri t > 50 
goto step 
8 if available-agents in skill 1st < 10
goto step 11 if oldest-call-wait in split 26 pri t >= 20
goto step 6 if rolling-asa for split 9 >  30
goto step 10 if counted-calls to vdn 5372 > = 50
goto step 4 if ani in table 10
goto step 9 if ii-digits = 06
goto step 11 if expected-wait for call > 30 
						

							Call Vectoring Commands
A-52Issue  4  September 1995 
Operation
If the command syntax includes unconditionally, the command always 
branches. Otherwise, branching takes place according to one of the conditions 
that follow:
nThe average speed of answer for the indicated sp lit (skill) or VDN meets 
the constraints defined by the comparator and threshold value.
nNumber of available agents in the indicated split (skill) meets the 
constraints defined by the comp arator and the threshold value.
nNumber of queued calls in the indicated split (skill) and at the sp ecified 
priority level (or higher) meets the constraints defined by the comparator 
and the threshold value.
nThe number of active calls in the indicated VDN meets the constraints 
defined by the comparator and the threshold value.
nThe expected wait time at the specified priority level for the indicated split 
(skill), or for the call meets the constraints defined by the comparator and 
the threshold value.
nOldest call-waiting in the indicated split (skill) at the specified priority level 
(or higher) has been waiting for a period of time within the constraints 
defined by the comparator and the threshold value, which is expressed in 
seconds.
nNumber of staffed agents in the indicated split (skill) meets the constraints 
defined by the comparator and the threshold value.
nDigits collected via the collect digits command matc h the criteria defined 
by the comparator for the specified digit string. Or, the d i gits are found or 
not found, depending upon the o ption chosen, in the specified Vector 
Routing Table. The # d igit can be tested against as a single digit.
nThe ani d igits match the criteria defined by the comp arator for the 
specified digit string. Or, the ani di gits are found or not found, depending 
upon the option chosen, in the specified Vector Routing Table.
nThe ii-digits match the criteria defined by the comparator for the specified 
digit string. Or, the ii-digits are found or not found, depending upon the 
option chosen, in the specified Vector Routing Table.
nTime-of-d ay criteria are met.
NOTE:
The syntax for this condition can be illustrated by a couple of 
examples, as follows: 
mon 8:01 to fri 17:00 means ‘‘anytime b etween 
8:01 A.M. Monday through 5:00 P.M. Friday,’’ and 
all 17:00 to all 8:00 
means ‘‘between 5:00 P.M. and 8:00 A.M. on any day of the week.’’)
The unconditional form of the command is commonly used for skipping vector 
commands as well as for looping through vector commands. 
						

							goto step
Issue  4  September 1995
A-53
Answer Supervision Considerations
The call answer is not affected by the command.
Feature Interactions
For Look-Ahead Interflow, the command is considered a neutral vector command 
in all cases. When a call experiences Look Ahead interflow, the ANI value is sent 
along with the call only for ISDN PRI calls. ANI is not sent for internal or DCS 
calls.
CMS Interactions
The command is not trac ked  on CMS or BCMS.
The ANI value is passed to CMS when the call first starts vector processing if the 
following is true:
nBasic Call Vectoring and/or Call Promp ting is o ptioned
nANI is available from the network, the call is internal, or is received over 
DCS
nThe CMS is R3 or a later version
nThe G3V4 customer option is set to “y.”
The ii-digits value for a call is not p assed to CMS. ANI and ii-digits are no passed 
to BCMS.