ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Call Vectoring Commands
A-54Issue  4  September 1995 
Goto Vector Command
goto vector
Purpose
Allows conditional or unconditional movement ( branching) to another vector. The 
goto vector step does not remove a call from queues in which it is already 
placed.
Syntax
goto vector < vector #> if unconditionally
goto vector < vector #> if digits  < digits>
goto vector < vector #> if digits  table 
goto vector < vector #> if ani < comparator> < digits>
goto vector < vector #> if ani < option> table 
goto vector < vector #> if ii-digits  < digits>
goto vector < vector #> if ii-digits  table 
goto vector < vector #> if time-of-day is    :   to < day> 
 : 
Conditions = available-agent, staffed-agents:
goto vector < vector #> if  in split   < c omparator> 
< threshold>
goto vector < vector #> if  in skill  < comparator> 
< threshold>
Conditions = calls-queued, oldest call-wait:
goto vector < vector #> if  in split   pri < priority level> 
< c omparator>    
goto vector < vector #> if  in skill  pri < priority level> 
< c omparator>   
						

							goto vector
Issue  4  September 1995
A-55
Condition = rolling-asa:
goto vector < vector # > if  for split  < comparator> 
< threshold>
goto vector < vector # > if  for skill   
< threshold>
goto vector < vector # > if  for vdn    
< threshold>
Condition = counted-calls:
goto vector < vector # > if  to vd n   
Condition = expected-wait:
goto vector < vector # > if  for split  pri  
< c omparator>  < threshold>
goto vector < vector # > if  for skill  pri  
< c omparator>  < threshold>
goto vector < vector # > if  for call < comparator> 
Valid Entries
vector #: 1 through 256 (G3i), 1 through 512 (G3r), 1 through 48 (G3s, G3vs).
split #: 
1 through 99 (G3i), 1 through 255 (G3r), 1 through 24 (G3s, G3vs)
skill #: 
1 through 99 (sp ecific: G3i), 1 through 255 (specific: G3r), 1 through 24 
(sp ecific: G3s, G3vs); 
1st, 2 n d, 3 r d (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)

						

							Call Vectoring Commands
A-56Issue  4  September 1995 
digits: the following values are accepted:
1.Comparators = , > = , < =, < >  (not e quals) are only available for these c onditions
with Vectoring (G3V4 Enhanced).
1.Comparators > , > = , < , < =, < > (not equals) are only
available for the 
goto step if d igits command with
Vectoring (G3V4 Enhanced) calls-queued>, > =, =, 
0-199 (G3i, G3s, G3r), 0-998 (G3r)
 =, =, 
0-999 
 =, =, 0-9999 seconds
 =, =, 
0-998 seconds (even numb ers only)
 =, =, 
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 vector
Issue  4  September 1995
A-57
p riority level: l (low), m (medium), h (high), t (top).
day: 
mon, tue, wed, thu, fri, sat, sun, all.
hour: 
00 to 23 (military format).
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. Ac tive 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 be enabled. To use 
ani and ii-d i gits 
routing, G3V4 or a later release is required and the “Vectoring (ANI/II-Digits 
Routin g)” customer option must be enabled.
Examples
goto vector 107 if unconditionally
goto vector 
8 if available-agents in split 67 < 5
goto vector 21 if digits >=14
goto vector 8 if available-agents in skill 1st > 10
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. 
						

							Call Vectoring Commands
A-58Issue  4  September 1995 
goto vector 32 if digits in table 12
goto vector 9 if expected-wait in skill 3 pri t > 10
goto vector 99 if calls-queued in skill 2nd pri t > 5
goto vector 8 if rolling-asa in split 14  > 25
Operation
If the command syntax includes unconditionally, the command always 
branches. Otherwise, branching takes place according to one of the conditions 
that follow:
nThe rolling average speed of answer for the indicated split (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 expe cted wait time at the specified priority level for the indicated split 
(skill), or the expected wait time for the call meets the constraints defined 
by the comp arator and the threshold value.
nOldest call-waiting in the indicated split (skill) at the specified priority level 
has been waiting for a period of time within the boundaries 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 match 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.
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 ani d i gits are found or not found, depending upon the 
option chosen, in the specified Vector Routing Table.
nTime-of-d ay criteria are met. 
						

							goto vector
Issue  4  September 1995
A-59
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 c ommand is useful for applications that require the 
processing of more than 32 commands.
Answer Supervision Considerations
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
R3 CMS:
R2 CMS: Calls that go to another vector are tracked as OUTFLOW  a n d  INFLOW 
(for the new vector) in the vector tables. These calls are not shown in the 
standard reports. VECTI M E is r e corded for the vector and reported as ‘‘Avg Time 
in Vector.’’
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 versionGoto Vector Command
Database Item Report Heading Notes
OUTF LOW CA LLS / 
OUTF LOW TI MEVector Flow Out
GOTOCALLS/ 
GO TOTI M E
INTIME Avg Time In Vector
INFLOWCALLS Vector Flow In new vector 
						

							Call Vectoring Commands
A-60Issue  4  September 1995 
nThe G3V4 customer option is set to “y.”
The ii-digits value for a call is not p assed to CMS. 
						

							messaging split (skill)
Issue  4  September 1995
A-61
Messaging Command
messaging split (skill)
Purpose
Allows the caller to leave a message for the specified extension or the active or 
latest VDN extension (default).
Syntax
messaging split  for extension 
messaging skill  for extension 
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)
extension: extension number, “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. Active is the default for this field. 
(Prior to G3V4, “none” was used to specify “active” VDN.)
Requirements
Basic Call Vectoring software must be installed.  Also, the split (skill) involved 
must be an AUDIX split (skill), a remote AUDIX split or skill (DCS-AUDIX), or a 
Message Server Adjunct (MSA) split (skill). Also, skills replace splits only if Expert 
Agent Selection  (EAS)  is  optioned.
Example
messaging split 18 for extension 2000
messaging skill 45 for extension active
Operation
This command causes the caller to be connected to the AUDIX or Message 
Center split (skill) so that the caller may leave a message for the specified 
extension (c all answering service or ‘‘mail’’). 
						

							Call Vectoring Commands
A-62Issue  4  September 1995 
If the split (skill) number sp ecified in the command is a valid message service 
split or skill (such as an AUDIX or a Message Server Adjunct), and if the 
extension is either a valid assigned extension or is a dministered as 
none (pre 
G3V4), or active or latest (G3V4 and later releases) the system attempts to 
terminate the call to the message service split (skill) for call answering service.
If the call is queued to the message service split (skill), or if the call terminates to 
an available message service agent or AUDIX voice port, the caller is connected 
to ringback (signifying su ccessful termination), and vector processing 
terminates. Termination is unsuccessful, and vector processing continues at the 
next vector step if any one of the following is true:
nSplit (Skill) queue is full.
nAUDIX link is d own.
nAll AUDIX voice ports are out of service.
nMessage service split (skill) is DCS-AUDIX and all DCS trunks are b usy.
If call termination is successful, and if the administered extension (or default 
VDN) is a message service subscriber, the caller can leave a message for the 
specified extension.
NOTE:
Agent and/or supervisor stations may be e quipped with Automatic 
Message Wait (AMW) lamps to accommodate the ‘‘mail’’ specified in the 
messaging split (skill) command.  The lamps can be assigned for VDNs or 
extensions used to access the messaging split (skill) and for which 
messages are to be left. When messages are left for these VDNs or 
extensions, the assigned AMW lamps light.
If the extension or VDN is not a subscriber of the message service, one of the 
following may occur:
nIf the message service sp lit (skill) is AUDIX, the caller receives ringback 
until he or she disconnects.
nIf the message service sp lit is a MSA, the caller may b e answered by a 
message service agent, but no message is taken since the specified 
extension (d efault VDN) is not a MSA subscriber.
Answer Supervision Considerations
If answer supervision has not already been returned, it is returned when the 
messaging service port or station is connected to the call (that is, when the call is 
answered by the port or station).
Feature Interactions
The command can use an AUDIX or MSA hunt group in its operation. 
						

							messaging split (skill)
Issue  4  September 1995
A-63
If the command specifies a specific ‘‘mailbox’’ extension, the original principal for 
a call covered by a VDN is not p assed to the adjunct, and it does not appear in 
the display to the answering agent. The specified extension a p pears in the 
display.
If the command is accessed via a direct call to the VDN, and if the mailbox is 
administered as ‘‘active’’ or “latest,” the corresponding active or latest VDN 
extension mailb ox is sent to the messaging adjunct. Additionally, if the call is sent 
to a DEFI NIT Y Message Service  sp lit (skill), the  associated VDN name is sent to 
the messaging adjunct.
If the command specifies ‘‘active’’ or “latest” as the mailbox extension, the 
original principal for a call covered to or forwarded to a VDN is used as the 
default mailbox for the call instead of the ‘‘active’’ or “latest” VDN.   A c cordingly, 
the original principal extension and the reason for redirection are passed to the 
messaging adjunct, and they subsequently ap p ear in the display to the 
answering agent.
AUDIX does not support mixed length numb ering plans.
If the command leaves a message for a VDN or for another messaging service 
extension, the Automatic Message Waiting Lamp (AMWL) associated with the 
VDN or extension lights steady.
For Look-Ahead Interflow, the command can be considered as either 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:
nCall terminates to an agent or to an AUDIX port.
nCall q ueues to a messaging split (skill).
The command is considered a neutral vector command whenever the command 
fails.
CMS Interactions
R3 CMS:  When a queued call successfully goes to the messaging split, 
OUTFLOWCALLS/OUTFLOWTIME (1st split (skill)) and 
DEQUECALLS/DEQUETIME (2nd/3rd  splits (skills)) are tracked in the split (skill) 
tables. These calls are reported as sp lit (skill) ‘‘Flow Out,’’ ‘‘Dequeued Calls,’’ and 
‘‘Dequeued Avg Queue Time.’’
Calls that queue via a 
messaging sp lit (skill) command are tracked as 
CALLSOFFER RED  a n d  L OW C A LLS  (no priority) or MEDCALLS (p riority).  These 
calls are shown in the standard reports according to the final d isp osition of the 
call.