ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Call Vectoring Commands
A-64Issue  4  September 1995 
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/ANSTI ME ,  a n d  i t is rep ort e d  as ‘ ‘A C D Calls,’’ ‘‘Split 
ACD Calls,’’ and ‘‘Avg Speed Ans.’’
Finally, if the command directs a call to a split (skill), the BACKUPCALLS 
database 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. 
A call abandoned after the command routes the call to a station or to an 
attendant is tracked as ABNCALLS/ABNTIME for the mess a ging split (skill) and 
in the VDN/vector tables.
R2 CMS:  Calls that g o to a messaging sp lit (skill) are tracked as OUTFLOW  in 
the split (skill), vector, and VDN tables.  The messaging split (skill) also receives 
an INFLOW.  The calls are shown as ‘‘Flow Out’’ and ‘‘Flow In’’ in standard split 
(skill) reports. VECTIME is recorded for the vector and reported as ‘‘Avg Time in 
Vector.’’
BCMS Interactions
A call advanced to another position via the command is tracked as an ‘‘outflow’’ 
in the VDN Re port. 
						

							queue-to main split (skill)
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A-65
Queue-to Main Command
queue-to main split (skill)
Purpose
Unconditionally q ueues a call to a split (skill) and assigns a queuing priority level 
to the call in case all a gents are busy.
Syntax
queue-to main split  pri < p riority level>
queue-to main skill  pri < priority level>
Valid Entries
split #:  1 through 99 (G3i), 1 through 255 (G3r), 1 through 24 (G3s, G3vs)
skill #:  
1 through 99 (specific: G3i), 1 through 255 (sp ecific: G3r), 1 through 24 
(sp ecific:  G3s, G3vs); 
1st, 2nd, 3rd (VDN)
priority level:  
l (low), m (medium), h (high), t (top).
Requirements
Basic Call Vectoring software must be installed. The split  (skill) involved must be 
vector-controlled. Also, skills replace splits only if Exp ert Ag ent Selection (EAS) is 
optioned.
Example
queue-to main split 53 pri t
queue-to main skill 1st pri t
Operation
A call sent with this command either connects to an available agent in the split 
(skill) or enters the split’s (skill’s) queue. 
						

							Call Vectoring Commands
A-66Issue  4  September 1995 
A call may be queued to up to three splits (skills) simultaneously.  A call remains 
queued either until vector processing terminates (via a 
disconnect, busy, or 
route-to c ommand, or via a dropped or abandoned call) or until the call reaches 
an agent.  When an a gent becomes available in any split (skill) to which the c all 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 entered split (skill) is one of the splits (skills) to which the call is already 
queued, the call is requeued at the new priority level. If the p riority level s pecified 
is the same as the p riority level at which the call is queued, the call remains in the 
same p osition in q ueue. The step is skipp ed, and vector processing continues at 
the next step if any of the following conditions are true:
nDesired split’s (skill’s) queue is full.
nDesired split (skill) is not vector-controlled.
nDesired split (skill) has no queue and also no available agents.
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
Answer supervision is returned (if not already returned) when the call is 
connected to an answering agent.
Feature Interactions
The queue-to main 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.
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) 
						

							queue-to main split (skill)
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A-67
The command is considered a neutral vector command when the call neither 
terminates nor queues.
No COR checking is carried out when a queue-to main step places a call to a 
split (skill).
CMS Interactions
R3 CMS:  Calls queued via a q ueue-to main split (skill)  command are tracked as 
CALLSOFFER RED  a n d  L OW C A LLS / MEDCALLS/HIGHCALLS/TOPCALLS.  
Split (skill) calls are reported in the standard reports according to the final 
disposition of the call.
The presence of the command in a vector enables the calls that are serviced by 
the vector to be vector-directed. When such a call is answered by an agent, the 
call is tracked as ACDCALLS/ANSTI M E,  a n d  it  is reported as ‘‘ACD Calls,’’ ‘‘Split 
(skill) ACD Calls,’’ and ‘‘Avg Speed Ans.’’  If the call is also queued to other splits 
(skills),  OUTFLOWCALLS/OUTFLOW TI M E is tracked in the first split (skill) to 
which the call q ueues, 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  splits (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 se cond or third  split (skill) is the answering split (skill), 
INFLOWCALLS is tracked in the split (skill), and the call is reported as ‘‘Flow In.’’
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 ‘‘Ab an Call’’ and ‘‘Avg Aban 
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:    
q ueue-to main split (skill) calls are shown in the standard reports 
according to the final d isp osition of the call.
An ACD call directed via the command and subsequently answered is tracked 
as A NS WER ED/ ANSDE LA Y and ACDCALLS.  The call is reported as ‘‘No. ACD 
Calls,’’ ‘‘No. Calls Ans,’’ and ‘‘Avg Speed Ans.’’ If the call is also queued to other 
splits (skills), OUTFLOW is tracked in these splits (skills), and the call is reported 
as ‘‘Flow Out.’’  Calls directed via the command are tracked as ANSMAIN, and 
they are reported as ‘‘No. Calls Ans in Main.’’
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. Ab an 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.’’ 
						

							Call Vectoring Commands
A-68Issue  4  September 1995 
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. 
						

							route-to
Issue  4  September 1995
A-69
Route-to Command
route-to
Purpose
Routes calls either to a d estination that is specified by digits collected from the 
caller or an adjunct (
route-to d igits), or routes calls to the destination s pecified by 
the administered digit string (
route-to numb er).
Syntax
route-to digits with coverage 
route-to num ber < number> with cov  if unconditionally
route-to num ber < number> with cov  if digit  
Valid Entries
number:  1 to 16 d igits (includes the Ab breviated Dialing (AD) special characters 
(~
p , ~w, ~m, ~s, ~W), *, #.)
option:  
n (no), y (yes)
comparator: 
= , =, 
digit:  0 through 9 or a single #
Requirements
Route-to d i gits requires Call Promp ting software.
Route-to number requires Basic Call Vectoring software. For the d i git option, Call 
Promp ting software must be installed. Comparators other than  = (equals) are 
only available with Vectoring (G3V4 Enhanced).
Example
route-to digits with coverage y
route-to num ber 3300 with cov n if unconditionally
route-to num ber 
473957 with cov y if digit >= 8 
						

							Call Vectoring Commands
A-70Issue  4  September 1995 
Operation
The route-to c ommand attempts to route a call to a set of d igits collected from the 
caller or from an adjunct, or to the destination s pecified b y the administered d igit 
string.
For the route-to numb er ... if d i git command, the call is conditionally routed to a 
specified destination according to a single digit entered by the caller. If the d igit 
collected in the last 
c ollect d igits command matches the specified c omparison in 
relation to the administered digit, the command attempts to route the call to the 
specified destination.
The destination for a route-to command can be any of the following:
nInternal extension (for example, split/hunt group, station, etc.)
nVDN extension
nAttendant or Attendant Queue
nRemote extension (UDP/DCS)
nExternal number, such as a TAC or AAR/ARS FAC followed by a public or 
private network numb er (for example, 7-digit ETN, 10-d igit DDD, etc.)
nRemote Access Extension
nService Observing FAC
NOTE:
The VDN’s Class of Restriction (COR) is used for calling permissions.
The 
route-to digits command fails if no digits are collected, and vector 
processing continues at the next vector step.
The 
route-to number ... if digit command fails if more than 1 digit is collected or if 
the digit comparison fails. Vector  processing continues at the next command.
If the 
route-to command is successful, vector processing terminates. Otherwise, 
vector processing continues at the next vector command.
If the number expressed in the command is a system extension or an attendant 
group (and not a VDN), the system considers the step successful if one of the 
following conditions occurs:
nThe endpoint is alerted.
nThe endpoint has Call Forwarding or night service (hunt group) enabled, 
and the (night service) destination forwarded to is alerted; or, if 
off-premises Call Forwarding (UDP hunt night service), a trunk is seized.
The system then provides ring back to the caller, and vector processing 
terminates.  However, if the call cannot complete successfully (for example, no  
						

							route-to
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idle appearance is available), vector processing continues at the next vector 
command.
If the numb er is a VDN extension, the following events occur:
nVector processing terminates within the current vector.
nIf the current VDN is administered with override, the new VDN overrides 
c urrent VDN  information.
nProcessing of the vector associated with the VDN extension b egins.
If the number is an AAR/ARS FAC plus digits, or if it is a remote UDP extension, 
standard AAR/ARS processing is performed to select the trunk group and 
outpulse the digits. If a trunk is seized, vector processing terminates, and the 
calling party hears feed b ack provided by the far end.  Otherwise, the call cannot 
complete successfully (because no trunks are available, the FRL/COR is 
restricted, etc.), and vector processing continues at the next vector command.
If the number is a TAC plus digits, and a trunk is seized, vector processing 
terminates, and the calling party hears feedb a ck provided by the far end.  
Otherwise, the call cannot comp lete successfully (because no trunks are 
available, the COR is restricted, etc.), and vector processing continues at the 
next vector command.
If the numb er is any other number (such as an FAC other than an AAR/ARS or 
Service Observing), the command is unsuccessful, and vector processing 
continues at the next vector command.
Abbreviated Dialing special characters can also b e used in the number field. 
Each of these characters instructs the system to take a d ifferent action when 
dialing reaches the point where the character is stored.  The characters are as 
follows:
n~p (pause)
n~w (wait)
n~m (mark)
n~s (suppress)
n~W (indefinite wait)
Each special character counts as two digits towards the maximum.  The 
maximum number of digits for the command is 16.
The 
route-to d i gits command can be used to implement an automated attendant 
function. 
						

							Call Vectoring Commands
A-72Issue  4  September 1995 
Coverage
The optional coverage p arameter determines whether coverage should apply 
during routing.  If coverage applies, and if the d igits entered are valid, the 
following occurs:
nRingback is provided.
nVector processing terminates.
nNormal termination and  coverage are implemented.
NOTE:
For detailed information about the operation of the route-to command with 
or without coverage for the  different destinations see O peration Details for 
the Route-to Command on p a ge G-1.
Answer Supervision Considerations
Generally, answer supervision is p rovided when the d estination answers the call.  
The exception to this involves incoming trunk calls routed to another 
non-ISDN-PRI trunk.  Such calls provide answer supervision when the outgoing 
trunk is seized.
Feature Interactions
The route-to command may specify the AAR or ARS access codes.  The  COR 
associated with the VDN is used to determine the Partitioned Group Number 
(PGN) time-of-day routing chart.  The PGN determines the choice or route tables 
used on a particular call.
The command may call the AUDIX extension. If this happens, the call is treated 
as a direct call to AUDIX, and the calling party may retrieve his or her messages.
If the call covers to a VDN, the command supports a remote AUDIX interface to a 
local hunt group extension that is assigned as a remote AUDIX hunt group.  The 
‘‘remote AUDIX hunt group’’ (which has no members and cannot be 
vector-controlled) forwards the call to the remote AUDIX destination in the same 
manner as when the hunt group is assigned as a point in the coverage path.  A 
DCS link down condition for a call that covers to a VDN is treated as a direct call 
to AUDIX.
If the command is directed to a station with brid ged a p pearances, the brid g ed 
appearance button lamps are up dated.
The following destinations always result in a failure, and vector processing 
continues at the next step: 
nControlled trunk group
nCode calling FAC 
						

							route-to
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nFacility test call
nTAAS access code
nPriority access code
nLoudspeaker p a ging access c o de
nStation Message Detail Re cording (SMDR) account code
nVoice message retrieval access code
If the command is executed and Direct Outward Dialing (DOD) is in effect, the 
COR of the VDN is comp ared with the COR of the called facility to determine if 
the call is permitted.  If access is not permitted, the command fails and vector 
processing continues. In the case where a COR requiring the entry of account 
codes is assigned to a VDN, and the command is executed by the associated 
vector, the command is unsuccessful, and vector processing continues at the 
next step.
The individual extension number assigned to an attendant console can be used 
as the command’s argument.
A c all p rocessed b y the command can wait in the individual attendant queue and 
is subsequently removed from vector processing.
The command can access both public and private networks.
If the command dials the attendant, and if the system is in night service, the call 
routes to the DID Liste d Directory Number (LDN) night destination.
The command can p lace AAR/ARS calls that implement subnet trunking, which is 
the routing of calls over trunk groups that terminate in switches with different dial 
plans.
Authorization codes are disabled with resp ect to routing via VDNs. In other 
words, if authorization codes are enabled, and a 
route-to command in a 
prompting vector accesses AAR or ARS, and the VDN’s FRL does not have the 
permission to utilize the chosen routing p reference, no authorization c o de is 
prompted for, and the 
route-to command fails.
If the command routes the call without coverage to a  display station, the station 
displays the following:  ‘‘a =  Originator Name to VDN Name.’’
If the command calls a station that is a memb er of a pickup group, the call can 
be picked up by another pickup group member.
Anytime a 
route-to with cov n command initiates a call over ISDN-PRI fa c ilities 
and Look-Ahead Interflow is optioned, the call will be treated on a Look-Ahead 
basis. However, if the command is use d with the 
coverage yes option in effect, 
unconditional interflow results.