ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Tracking Unexp ected Vector Events
Issue  4 September 1995
D-21
220 EWT call not queued A g oto test for a call or converse data 
passing requested EWT for a call not in 
queue. In this case, the wait time was 
assumed to be infinite and the 
comparison was based on EWT > largest 
possible threshold.
221 EWT not sent to VRU The EWT “wait” time for the call was not 
sent to the VRU for a 
c onverse-on p assing 
wait
 vector step because the call was not 
queued or the splits/skills that the c all was 
queued to were unstaffe d.
222 System clock changeThe system c lock was changed, therefore 
any calculations involving time (i.e., ASA 
and EWT) will be inaccurate.
230 II- digits not avail - digits A 
g oto test requested a comparison of II-
d i gits against a digit string and II-digits 
were not available for the call. The 
comparison test was considered false 
and the next step in the vector was 
executed.
231 II- di gits not avail - table A goto test requested a comparison if II-
d i gits against “in-table” and II-d igits were 
not available for the call. The comparison 
test was considered false and the next 
step in the vector was executed.
520 Split queue is full A 
queue-to main sp lit, check-backup split, 
or 
messaging split command was 
executed, but the call d id not queue to the 
split because the queue (if administered) 
was full.  To prevent this condition, use a 
goto step...if calls queued in split...>... 
before each 
queue-to main split or c heck-
b a cku p sp lit
 step so that an alternative 
treatment may be provided for these 
cases.
521 Not vector-controlledThe split accessed by a 
queue-to main 
split
 or check-backup split command is 
not vector-controlled.  As a result, the step 
is skipped.
522 AAS split cannot queue A 
queue to main sp lit, check backup split, 
or 
messaging split command was 
executed on an auto-available split (AAS), 
but the call did not queue to the split 
b e cause all the a gents were logg e d out 
by Redirection on No Answer (RONA).
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation 
						

							Troubleshooting Vectors
D-22Issue  4 September 1995 
540 AUDIX link down AUDIX could not be accessed via a 
messaging split command, b e cause the 
AUDIX link was d own.  As a result, the 
step is skipped.
541 Not a mess a ging split The split administered for the 
messaging 
split
 command is not a messaging split 
(that is, it d oes not have a messaging type 
administered).  As a result, the ste p is 
skip ped.
550 ASA - No staffed agents A 
check-backup or goto test requested a 
comparison of ASA for a s plit/skill that has 
no staffed agents. The comp arison was 
based on ASA > largest possible 
threshold.
560 EWT no history for split A 
g oto test requested EWT for  a  split/skill 
that has not yet acquired history. The wait 
time in this case is assumed to be the 
default value.
561 EWT no split queue A 
g oto test requested EWT for  a  split/skill 
that has no queue. The wait time is 
assumed to be infinite. The comparison 
was based on EWT >  largest p ossible 
threshold.
562 EWT split queue full A 
g oto test requested EWT for  a  split/skill 
whose queue is currently full. The wait 
time is assumed to be infinite. The 
comparison was based on EWT > largest 
possible threshold.
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation 
						

							Tracking Unexp ected Vector Events
Issue  4 September 1995
D-23
563 EWT split no working ag ents A g oto test requested EWT for  a  split/skill 
that has no agents logged in or all lo g ged 
in agents are in the AUX work mode. The 
wait time in this case is assumed to be 
infinite and the comp arison was based on 
EWT > largest possible threshold.
564 EWT split locked A goto test requested EWT for  a  split/skill 
that is currently locked . The wait time is 
assumed to be infinite. The comparison 
was based on EWT >  largest p ossible 
threshold.
565 EWT call no working a gents A goto test for a call or converse data 
passing “wait” re quested EWT for a call 
that is q ueued only to splits/skills that 
have no agents logged in or that have all 
logg e d in agents in AUX work mo de. In 
this case, the wait time was assume d to 
be infinite and the comp arison was based 
on EWT > largest possible threshold.
Table D-4. Summary of Vector Events
Event Event Event
Type Description Explanation 
						

							Issue  4 September 1995E-1 
E
Functional Differences for G2 and G3 
Call Vectoring and EAS
Introduction
This a p pendix provides the Call Vectoring functional differences between the 
Generic 2 and Generic 3 switches. This information should prove helpful to 
system administrators who administer networks that utilize both switches.
The a p pendix is organized into three sections.  The first section indicates 
differences between the Call Vectoring commands common to both the Generic 
2 and Generic 3 switches.  The second section consists of a table that indicates 
general Generic 2 and Generic 3 differences within Call Vectoring. Finally, the 
third section indicates differences between the two switches in defining and/or 
interpreting split flows.
NOTE:
Call Prompting is not supported on G2.
Differences in Command Function
The following sections indicate the differences between the Generic 2 and 
Generic 3 switch versions of the Call Vectoring commands. The commands 
discussed include the following:
nqueue-to main split
ncheck-backup split
ngoto step
ngoto vector
nroute-to number 
						

							Functional Differences for G2 and G3 Call Vectoring 
and EAS
E-2Issue  4 September 1995 
nannouncement
nwait-time
nbusy
Queue-to Main Split and Check-Backup Split
The queue-to main split command q ueues the call to the s pecified main split and 
assigns a queuing priority level.
The 
check-backup split command checks the status of a split for possible 
termination of the call to that split.  When termination is not possible, queuing at 
the specified priority is attempted. Termination and/or q ueuing is attempted if the 
split meets certain conditions that are specified as part of the command. 
						

							Differences in Command Function
Issue  4 Septemb er 1995
E-3
Table E-1. G2/G3 Differences for Queuing Commands
GENERIC 3 GENERIC 2
The call is simultaneously queued to a 
maximum of three different splits. The 
indicated split is checked only once, and if 
the specified condition is met, an attemp t 
to terminate or queue the call is made. 
Multiple checking of a backup split 
requires repeating the 
check-backup split 
command multiple times and/or 
unconditional 
g oto ste p looping. After the 
call is queued to three sp lits, subsequent 
queue commands in the vector for 
a d ditional splits fail and are skip ped 
(unless these commands specify a 
different priority).The call is q ueued to one split at a time. 
Successful queue commands that occur 
after the call is already queued cause the 
call to be dequeued from the first split and 
queued to a new split. Each 
check backup 
step executed by vector processing is 
rechecked in the b ackground every two 
seconds while the steps that follow are 
processed.  This process continues until 
the specified conditions are met. The 
periodic threshold checking of the 
check 
backup split
 commands is implemented to 
simulate multiple split queuing.
Calls can be q ueued to vector-controlled 
splits via Call Vectoring or to ACD 
splits/hunt g roups directly via hunt 
group/split extensions when 
vectoring/prompting is active. Vector-
controlled splits can be directly accessed 
via sp lit extensions or via 
route-to 
commands to the extension ACD 
splits/hunt g roups can also be accessed 
via 
route-to commands to the extension.When Call Vectoring is active, calls can be 
q ueued to ACD sp lits only via the 
q ueue to 
main split
 and check backup split Call 
Vectoring commands.
Calls cannot be queued to splits that 
already hold the numb er of queued calls 
defined by the split queue size on the hunt 
group screen.  Therefore, every queuing 
command should be preceded by a check 
step to determine if the queue is full. Also, 
queue limits should be set as high as 
possible to ensure the call queues. In G3i, 
a maximum of 1,000 queue slots can be 
preassigned to all the splits and hunt 
groups in a system; in G3r, a maximum of 
10,500 such slots can be preassigned; in 
G3s PBP and G3vs PBP, a maximum of 
200 such slots can be preassigned. In G3i, 
G3s PBP, or G3vs PBP, a maximum of 200 
queue slots can be assigned to any one 
split or hunt group; in G3r, a maximum of 
999 of such slots can be assigned.No split queuing capacity limits are in 
effect, and the commands are never 
skipped.
The 
check-backup split command can test 
a maximum threshold of 199 calls in G3i, 
G3s PBP, or G3vs PBP, and 999 calls in 
G3r.The command can test a maximum 
threshold of 
only 99 calls. 
						

							Functional Differences for G2 and G3 Call Vectoring 
and EAS
E-4Issue  4 September 1995 
Goto Step and Goto Vector
The goto step command allows conditional or unconditional movement 
(branching) to a preceding or subsequent ste p in the vector.
The 
goto vector command allows conditional or unconditional movement 
(branching) to another vector.
The oldest-call-waiting test condition 
within the 
check-backup split command 
has a range of 0 through 998 seconds in 
two-second increments.The oldest-call-waiting test condition 
within the command has a range of 0 
through 999 seconds in one-second 
increments.
An unconditional 
check-backup split 
command is allowed.The check backup split command is 
conditional only.
The rolling-asa and expected-wait 
conditions are available with the 
c heck-
backup
 split command.These c a pabilities are not provided.
Table E-2. G2/G3 Differences for Goto Commands
GENERIC 3 GENERIC 2
The commands can test a maximum 
threshold of 200 calls in G3i, G3s 
PB P,  o r  G 3 v s PB P. In G 3 r,  t h e  
maximum threshold is 999.The commands can test a maximum 
threshold of 
only 99 calls.
The oldest-call-waiting test condition 
within the commands contains a 
range of 0 through 998 seconds and 
is checked according to a 2-second 
increment.The oldest-call-waiting test condition 
within the commands contains a 
range of 0 through 999 seconds and 
is checked according to a 1-second 
increment.
The rolling-asa, expected-wait, 
counted-calls, ani, and ii-digits 
conditions are available with the 
goto 
commands. Vector routing tables can 
be checked for the digits, ani and ii-
d i gits conditions.These c a pabilities are not provided.
Table E-1. G2/G3 Differences for Queuing Commands
GENERIC 3 GENERIC 2 
						

							Differences in Command Function
Issue  4 Septemb er 1995
E-5
Route-to Number
This command routes the call to a specific number.
Table E-3. G2/G3 Differences for Route-to Number Command
GENERIC 3 GENERIC 2
The actual d i git string is used as the 
destination. The string can contain 
special characters that may be 
stored in an AD string, including 
~p,  
~w,  ~W, ~m,
 and  ~s ( but not * or #).  
(See the 
route-to number command 
in the manual pages of Ap pendix A.) 
Feature access codes (AAR/ARS) or 
trunk access codes may be used to 
route calls externally.The AD member number is used as 
the destination.  None of the special 
characters may b e used.  The special 
functions are handled by the 
AAR/ARS pattern routing.
The trunk may be accessed via 
ARS/AAR, TAC, or UDP.AAR/ARS is required for non-DCS 
trunk calls.
Routing to individual attendant 
extensions is p ermitted.The individual attendant extension 
feature is not available.
Routing to announcement extensions 
is permitted.The announcement command is 
required for all announcement 
access.
If the command fails, and if the 
command is the last step in the 
vector, the command is not retried. If 
retrying is required, an unconditional 
goto step can be used to loop back 
to the 
route to step.If the command is the last step in the 
vector, a busy destination targeted 
by the command is retried every two 
seconds.
Routing to an ACD sp lit extension is 
allowed even if Call Vectoring is 
operational.This capability is not provided.
Routing to a Service Observing FAC 
is allowedThis capability is not provided. 
						

							Functional Differences for G2 and G3 Call Vectoring 
and EAS
E-6Issue  4 September 1995 
Announcement
This c ommand indicates that the caller should expect to hear an announcement.  
Although the announcement strategy G2 differs from that in G3, each strate gy 
assures that, theoretically, the entire announcement is played from the 
b e ginning.
Table E-4. G2/G3 Differences for Announcement Command
GENERIC 3 GENERIC 2
Announcement extensions are used. Announcement numbers are used.
Provides integrated board internal 
announcements.Integrated announcement board  is 
not supported.
G3i (prior to G3V2) supports only 
analog line p ort-connected external 
announcement d evices. All G3V2 and 
later releases su pport auxiliary trunk-
connected external announcement 
devices.Supports only auxiliary trunk-
connected announcement devices.
The maximum number of calls that 
can be queued and connected to an 
announcement is limited by 
preassigned queue slots.  G3i has 
150 such slots for analog ports and a 
common pool of 50 slots for an 
integrated b oard.  G3i allows only 25 
calls to be connected to an 
announcement. G3r has 300 slots for 
analog and auxiliary trunk ports and 
300 slots for an integrated board.  For 
an integrated or auxiliary trunk, G3r 
allows 255 calls to be connected to 
an announcement.  For an analog 
trunk, G3r allows 128 calls to be 
connected to an announcement.
G3V4 and later releases allow for 
multiple integrated announcement 
boards. G3i can have up to 5 boards, 
G3r can have up to 10. The queue 
slot and maximum connected calls 
capacities have been increased. See 
the 
DEFINITY Communications 
System Generic 3 Feature 
Description, 
555- 230-204, for detailsLimited only by the numb er of time 
slots available on the module to 
which the announcement channel is 
connected.  The maximum numb er of 
time slots is 256. 
						

							Differences in Command Function
Issue  4 Septemb er 1995
E-7
Wait-time
This c ommand sets a length of time for a call to wait in the q ueue.  The command 
also specifies one of the following treatments while the call advances in the 
queue(s):
nSilence
nRinging
nMusic
nI-silent (G3V4 and later releases)
nAlternate Audio/Music Source (G3V4 and later releases)
Busy
This command terminates vector processing and gives the caller a busy signal.
Table E-5. G2/G3 Differences for Wait Command
GENERIC 3 GENERIC 2
The system-wide music-on-hold 
feature must be active for music  
treatment on the command.
With G3V4 and later releases, an 
alternate audio/music source can be 
administered for a 
wait-time step.A separate music option is available 
for Call Vectoring.
Table E-6. G2/G3 Differences for Busy Command
GENERIC 3 GENERIC 2
A timeout after 45 seconds is 
provided.A 20 second timeout is provided for 
both  CO and non-CO trunks.