ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							G3V4 System Parameters
Issue  4   September 1995
N-3
G3V4 System Parameters
1.The total of VDN, Station, an d Log in ID extensions cannot exceed 25,000.
2,000 for G3rV3
7,084 for G3rV3 for Simultaneous 3-way Conf. Calls
2. Measured limits depend on the CMS release used.
Table N-3. Maximum System Parameters for Call Vectoring/EAS 
for G3V4
ITEMG3vsV4 
ABP/PBPG3sV4 
ABP/PBP G3iV4 G3rV4
Call Vectoring
Max. Skills a Call Can Simultaneously
Queue toNA/3 NA/3 3 3
Priority Levels NA/4 NA/4 4 4
Recorded Announcement NA/128 NA/128 128 256
Steps per Vector NA/32 NA/32 32 32
Vector Directory Numbers
1NA/100 NA/100 512 20,000
CMS Measured VDNs
2NA/100 NA/100 512 2,000
Vectors per System NA/48 NA/48 256 512
No. of Collected  Digits for 
Call Promp tingNA /16 NA/ 16 16 16
No. of Dial-Ahead  Digits for 
Call Promp tingNA /24 NA/ 24 24 24
Vector Routing Tables NA/5 NA/5 10 100
Expert Agent Selection (EAS)
Skill Groups NA/24 NA/24 99 255
VDN S kill  Pre fe ren c e sNA/3 NA/3 3 3
Max. Skills a Call Can Simultaneously
Queue toNA/3 NA/3 3 3
Agent Login IDs NA/450 NA/450 1,500 10,000
Max. Skills per AgentNA/4 NA/4 4 4
Max. Agents that can be Logged-In
When Ea ch  Has  4  Skills  Assig ne d NA/37 NA/37 125 1,300
When Ea ch  Has  1  Skill AssignedNA/150 NA/150 500 5,200 
						

							Issue  4   September 1995GL-1 
GL
A
 ACD
See Automatic Call Distribution.
ACD split
A MIA/DDC hunt group  in a system where ACD has been optioned by the customer and where 
the hunt group has been administered as used for ACD.
active call
A call to a VDN that is still active in the switch or tandemed through the switch. The c all remains 
active until the call is released.
active VDN
The active VDN is the c alled VDN as determined by VDN Override. The active VDN would be 
displayed to an answerin g agent if delivered at this time. If the p revious VDN has override set to y, 
the routed to VDN becomes the active VDN. The active VDN is also calle d the VDN of re cord .
adjunct processor
A processor that performs one or more tasks for another processor (for example, a switch).
After-Call work mode
An ACD agent work mode that makes the agent unavailable to receive any ACD c alls for any split. 
This mode is used when the agent is doing  ACD call-relate d work.
agent
A member of a hunt group or split.
Agent LoginID
The digits dialed in the agent login procedure to identify the agent. With the logical agent 
capability, these digits must be part of the extension numbering plan and they are administered 
using the ‘Agent LoginID’ form.
agent skill
An attribute that is assigned to an ACD Agent LoginID. Agents can be assigned u p to four skills. 
The skills indicate the type of calls an agent can handle.
AMWL
See Automatic Message Waiting Lamp (AMWL).
ANI
See Automatic Number Identification (ANI).
announcement
A pre-re cord ed message that may give a caller information about the status of the call or other 
important items.
answer supervision
A sig nal set by a terminating communication system to an originating communications system — 
or immediate charging point, such as a central office (CO) switch — indicatin g that an incoming 
call has b een answered. On receiving this signal, the originating system or other charging point 
begins tracking c harg es for the call, if charges apply.
Glossary 
						

							Glossary
GL-2Issue  4   September 1995 
In terms of network services, answer supervision is a feature offered by the network provider on 
certain types of trunks. When the network returns answer supervision for a particular trunk group, 
the ‘Answer Supervision’ field on the ‘Trunk Group’ form should b e set to a 
yes. The ‘Answer 
Supervision Timeout’ field on the ‘Trunk Group ’ form should be set to a large value in this case.
ASA
See Average Speed of Answer (ASA).
ASAI route request message
The information provided by the switch for the adjunct processor that the latter c an use to first 
access a database and then determine a route for the call. The message contains the c alling 
number information, the called number from DNIS, the c alled extension forwarded to the VDN, the 
routing VDN, the call identifier, look-ahead interflow information (if any), and the digits collected 
via Call Prompting (if any).
Audio Information Exchange (AUDIX)
A voice mail service that allows users to re cord,  edit, store, forward, and retrieve voice messages 
to and/or from other users.
AUDIX
See Audio Information Exchange (AUDIX).
 Auto-In work mode
An ACD agent work mode that makes the agent availab le to receive calls and allows the agent to 
re ceive a new ACD call immediately after disconnecting from the previous call.
automated attendant 
Call prompting application that allows the caller to route to the extension of the party that the 
caller would like to reach. The caller may also be prompted to enter digits that are not an ac tual 
extension, but allow the call to be routed to the appropriate destination.
Automatic Call Distribution
A PBX feature that distrib utes incoming calls to hunt groups (called splits or skills) of availab le 
agents. ACD hunt groups may be assigned with a queue for when all a gents are busy as a call 
arrives, the call will be queued and wait for an availab le position. Once an agent becomes 
available, the call will be routed to the position. 
Automatic Number Identification (ANI)
A g eneral industry term referring  to knowledge of the calling p arty number (CPN). When the 
calling party is behind a PBX, the number provided can be either a billing number (BN) for the 
PBX or the Calling Party Number (CPN).   See also Billing Number (BN), Calling Party Number 
(CPN), and Integrated Services Digital Network (ISDN).
Automatic Message Waiting Lamp
A d evice that, when lit, notifies an agent that a caller has left an AUDIX message.
AUX work mode
See Auxiliary Work (AUX) mode.
Auxiliary work (AUX) mode
An ACD agent work mode that indicates the agent is unavailable to receive any ACD calls for the 
specified split/skill. This work mode is used  for non-ACD related activities, such as breaks.
available agent
An agent that is available to receive a call through an ACD split/skill (ACD call). The agent is 
available if logged in and in either the auto-in or manual-in work mode, and is not on a c all.
Average Speed of Answer (ASA)
The average amount of time it takes before c alls have b een answered.  
						

							Glossary
Issue  4   September 1995GL-3 
The ASA for a sp lit/skill includes the time spent in q ueue and the time ringing an agent. 
The ASA for a VDN includes the time spent in vector processing for the VDN that the c all was 
answered in.
Interval ASA is used  for BCMS and CMS reporting where the ASA is c alculated on reporting 
interval boundaries and the ASA is cleared to zero at the start of each reporting interval.
Rolling ASA is used for vector routing which is a running weighted average calculation without 
re gard to any interval boundaries.
B
backup split
In a multiple-split environment, the secondary or tertiary split to whic h the call is queued. 
Basic Call Management System (BCMS)
An application running on the customer switch that collects information from an ACD unit. This 
application enables customers to monitor and manage telemarketing centers b y generating 
re ports on the status of agents, splits, etc., and enables customers to administer the ACD feature 
for a communications system.
Basic Call Vectoring
A call vectorin g feature that allows the user to program the type of processing that an in comin g 
tele phone call receives. The user prog rams accordingly by arrangin g a set of vector commands 
in the proper sequence. This feature provid es call queuing and call management capabilities.
BCMS
See Basic Call Management System (BCMS).
Billing Number (BN)
The 10-digit number (for North Americ a) that is billed when the calling party makes a toll call. The 
BN is not always id entical to the Callin g Party Number (CPN). For example, a company may have 
a BN of 555-7000, yet an ind ividual at the company may have a CPN of 555-7335. Taken to gether 
the CPN/BN information allows the called party to identify the calling party and to determine call 
volumes from particular geog raphic areas. See also Calling Party Number (CPN).
BN
See billing number (BN). 
branching
Sending of vector control from one vector step to either another vector ste p or another vec tor. 
Branching can be done unconditionally or conditionally (that is, according to a stated condition).
call coverage
A func tion that provides the automatic redirection of certain calls to alternate answering positions 
in a call c overage path.
call coverage path 
 A list of one, two, or three alternate answering positions (covering  users) that are accessed in 
sequence when the called individual or group (prin cip al) is not available to answer the call.
call identifier
An ASAI identifier that permits the ASAI adjunct to first perform simultaneous routing for multiple 
calls and then to track the progress of the call. This information is included in the ASAI route 
re quest message that is sent by the switch. 
						

							Glossary
GL-4Issue  4   September 1995 
Call Prompting
A feature that uses vector commands to c ollect and test digits, and/or display digits to the agent 
or pass them to an adjunct processor. Based on the digits dialed, the call is routed  to a d esired 
destination or receives other treatment. External callers must use touch-tone dialing for entering 
digits. The Call Prompting feature can be used with other call vectoring capabilities.
Caller Information (CALLR-INFO) button
A d evice that displays the digits that have been c ollected when a Call Prompting user enters 
digits from a touch-tone tele phone or when a VRU has returned digits to the switch.
Call Management System (CMS)
An application running on an adjunct processor that c ollects, stores, analyzes, displays, and 
re ports ACD information provided by the switch. CMS enables customers to monitor and manage 
telemarketing centers b y generating re ports on the status of a gents, splits, trunks, trunk groups, 
vectors, vector directory numbers. CMS also enables customers to partially ad minister the ACD 
features on the DEFINITY switc h.
‘Call Vector’ form
An on-line screen used for entering  a vec tor.
call vectoring
A method that manages in bound calls by using routing tables called vectors to uniquely define 
treatments for each call type. The call type is based on the dialed number or trunk group 
termination to a vector via VDNs. The vectors are customer programmable usin g c ommands that 
resemble a high-level programming language to specify what treatments the call should be given. 
See also vectoring.
Calling Party Number (CPN)
The 10-digit number (for North America) of the station that is calling. The CPN is not always 
identical to the billing number (BN). For example, a company may have a BN of 555-7000, yet an 
individ ual at that company may have a CPN of 555-7335. Taken to gether, CPN/BN information 
allows the called party to identify the calling party and to determine call volumes from particular 
geographic areas. Formerly c alled station identification (SID). See also Billing Number (BN).
CCITT
See Consultative Committee on International Telegraphy and Telephony (CCITT).
Class of Restriction (COR)
A VDN property consisting of a 1- or 2-digit number that is used to determine any calling party 
restrictions (for example, lack of calling permission).
CMS
 See Call Management System (CMS).
Consultative Committee on International Telegraphy and Telephony (CCITT)
One of the four permanent parts of the International Telecommunications Union, based in 
Geneva, Switzerland.
collected digits
The touch tone digits entered by a caller or returned from a VRU an d  c oll e cted by a 
collect digits 
vector step. See also dial-ahead digits.
conditional branching 
The type of vector control flow that is p assed from the c urrent vec tor step to the specified vector 
step, provided that the condition in the first ste p is met. 
						

							Glossary
Issue  4   September 1995GL-5 
CONVERSANT 
A Voice Response Unit (VRU)  produced by AT&T that is prominently used with the Voic e 
Response Integration (VRI)  f e ature.
Converse Data Return code
A feature access code administered on the DEFINITY switch. Whenever data is to be returned 
from CONVERSANT upon completion of a s cript invoked by a 
c onverse vector step, 
CONVERSANT must outpulse the converse data return code immediately prior to outpulsing the 
returned digits.
converse first data delay
An administrable short delay to prevent the DEFINITY system from outpulsing digits before 
CONVERSANT is ready. (This outpulsing is enab led  via the 
converse vec tor step.) The delay is 
administered on the ‘System Parameters’ form, and it starts when the CONVERSANT p o rt answers 
the c all.
converse second data delay
An administrable short delay to prevent the DEFINITY system from outpulsing the second group 
of digits before CONVERSANT is ready. (This outpulsing is enabled via the 
converse vector step.) 
The delay is administered on the ‘System Parameters’ form, and it starts once the first group of 
digits has been outp ulsed.
converse split
A sp lit or hunt group that is accessed by a 
converse vector step.
COR
See Class of Restriction (COR).
CPE
See Customer Premises Equipment (CPE).
Customer Premises Equipment (CPE)
The terminal e quipment supp lied by either the telephone common c arrier or by a competitive 
supplier, which is connected to the nationwide telephone network and resid es on the customer’s 
premises.
data collection
A call prompting application that provides the switch with a method of collecting a callin g party 
digits that can be displayed and used by an adjunct or an agent to assist in processing the call.
Data In/Voice Answer (DIVA)
A call prompting application that allows a caller to hear an announcement based on the digits that 
the c aller enters.
DCS
See Distributed Communications System (DCS).
DDC
See Direct Department Calling (DCC).
dequeue
Call flow or a ction that is defined according to the management system and the switch version 
involved. For R3 CMS with G3 Call Vectoring  enabled, the term refers to a call that is not 
answered by any split other than the p rimary split in a VDN. This call flow is not pegged for BCMS 
and G3 with Call Vectoring. R2 CMS pegs this call flow in the same situations where R3 CMS 
pegs a dequeue. 
						

							Glossary
GL-6Issue  4   September 1995 
dequeued average queue time
The average time a call waits until it is answered by another split to which the call is also queued. 
This time is indicated in the CMS Split Summary report.
dial-ahead digits
The touch tone digits that are entered by the caller or returned by a VRU,  b ut not yet c ollected by 
a 
collect digits vector step. Dial-ahead digits are stored in the c all prompting buffer until collected 
by a 
collect digits vector step . See also collected digits.
Dialed Number Identification Service (DNIS)
DNIS provides a display to the answering agent of the servic e or project, or of the number called 
(or associated routing number) so that agents grouped in one split/skill can answer app ro priately 
for many different services. DNIS can also be sent to a host computer or other ad junct device.
direct agent call 
A call directed to an adjunct (via ASAI) or by a voice terminal user (via EAS Logical Agent ID) to a 
specific a gent where the c all is treated as an ACD call with zip tone answer, queuing, 
after-call-work, and CMS measurement as an ACD call. These calls are queued and delivere d 
before any normal split/skill ACD c alls
Direct Department Calling (DDC)
A hunting algorithm which d elivers calls to available agents within a hunt group in a pre-d efined 
order.
Distributed Communications System (DCS)
A network configuration linking two or more switches in such a way that selected features appear 
to operate as if the network were one system/switch.
DIVA
See Data In/Voice Answer (DIVA).
DNIS
See Dialed Number Identification Service (DNIS).
EAD
See Expert Agent Distribution (EAD).
EAS
See Expert Agent Selection (EAS).
End-of-Dialing Indicator
A call promptin g symbol, specifically #, which allows the user to enter fewer touch-tone digits than 
the maximum specifie d. The user does this b y entering # at the end of the digit string.
Expected Wait Time (EWT)
An estimate of how long a caller will have to wait to be served b y a split/skill while in queue 
considering the c urrent and past traffic, handling time, and staffing conditions. Time spent in 
vector processing before being queued and the time spent ringing an agent with manual 
answering operation is not included in the EWT.
Expert Agent Distribution (EAD)
Call distribution method that allows a new c all to the hunt group to first look for the most-idle 
p rimary agent. The call only Iooks for the most-idle secondary agent if no primary agents are 
available. Therefore, this method allows a c all to be distributed to an agent who can best handle 
the c all in cases where multiple agents (primary and  secondary) are available. 
						

							Glossary
Issue  4   September 1995GL-7 
Expert Agent Selection (EAS)
An optional feature that provides a group of capabilities including: assigning skills to VDNs and  
agents, defining hunt groups as skills, providing call distrib ution via matching skills, logical 
agents and dire ct agent calling from voice terminals. 
EWT
See Expected Wait Time (EWT).
far-end switch
A switch within the tandem switch configuration of an LAI call setup  that decides whether to 
accept or deny an LAI call according to a number of conditions.
forced first announcement
A pre-re cord ed message that is given to a caller before the call is queued to a s plit.
E
EAD
See Expert Agent Distribution.
Expert Agent Distribution
Uses the Most Idle Agent algorithm to route calls and is only available with Expert Agent 
Selection.
F
G
H
hunt group
An ord ered group of stations.
I
II-Digits
See Information Indicator-Digits (II-Digits).
Information Indicator-Digits (II-Digits)
A 2-digit string provided via ISDN PRI with an incoming call to indicate the type of originating line, 
such as a hotel, prison, or pay phone, of the caller. As an option, subscrib ers to the CPN/BN 
network service (ANI Delivery Service op tion) will receive the II-Digits for the caller when provided 
by the LEC at no additional charge. 
						

							Glossary
GL-8Issue  4   September 1995 
inflow
A call flow or action that is d efined according to the management system and the switch version 
involved. 
For R3 CMS/BCMS and G3 with call vectoring enabled, the term refers to a call that is answered 
by a split other than a primary split. 
For R2 CMS, when multiple-split queuing is involved, the term refers to a call that requeues to the 
first of multiple splits.
Integrated Services Digital Network (ISDN)
A p ub lic or private network that provides end-to-end digital connectivity for all services to which 
users have a ccess by a limite d set of standard multi-p urpose user-network interfaces defined by 
the CCITT. Throug h  internationally accepted  standard interfaces, ISDN provides digital 
circuit-switched or p acket-switched connectivity within the network and links to other ISDNs to 
provide national and international digital c onnectivity.
intelligent interflow
A method of interflowing calls via Look-Ahead Interflow whereby the receiving switch can decide 
to a c cept or deny calls on a call-b y-c all basis.
inter-digit timer
A d evice that is restarted once the call prompting digit collection is completed. The devic e is 
restarted to detect a timeout for releasing the TTR.
interflow 
A process that allows calls that are directed or redirected to one split to be redirected to an 
external destination.
intraflow
A process that allows calls that are unanswere d at a s plit within a predefined time frame to b e 
re directed to other s plits on the same switch.
ISDN
See Integrated Services Digital Network (ISDN).
ISDN PRI link
A standard ISDN frame format that specifies the protocol used between two or more 
communications systems. PRI runs at 1.544 Mbps and, as used in North America, provides 23 
64-Kbps B-channels (voice or data) and one 64-Kbps D-channel (signaling). The D-channel is the 
24th channel of the interface and contains multiplexed signaling information for the other 23 
channels. 
						

							Glossary
Issue  4   September 1995GL-9 
J
K
L
LAI
See Look-Ahead Interflow.
latest VDN
The VDN to which the c aller was most re cently routed. The latest VDN is not affe cte d b y VDN 
Override.
LEC
See Local Exchange Carrier (LEC).
Local Exchange Carrier (LEC)
A local phone c ompany.
logical agent - logical agent ID
This capability provides special extensions without hardware called Agent Login IDs to whic h the 
characteristics of the agent (including skills, coverage path, COR, etc.) are assigned. With this 
capability, the agent can login using any physical terminal and that terminal then takes on the 
characteristics of the agent. When the agent login ID is called, the c all is directe d to the agent at 
the terminal the a gent had logged into on a direc t agent call basis if the CORs are properly set. 
Logical agent also provides a single set of work-mode buttons for all skills.
Look-Ahead Interflow (LAI)
A feature that enhances call vectoring interflow so that calls will interflow to those remote lo cations 
that can accept the calls. The call vec toring capabilities at both the sending and re ceiving  
communications systems along with the ISDN-PRI private and public network connectivity 
between the locations are utilized to route a call only when a c cepted by the receiving 
communications system.
M
manual-answer
With manual-answerin g operation, the agent is on-hook while available for an ACD call and the 
call is delivere d via ringing (alerting) the station set and  the agent goes off-hook on the alerted 
appearance to answer the c all.
Manual-In work mode
An ACD agent work mode that avails the agent to receive calls and automatically puts the agent 
into After Call Work mode after dis connecting from an ACD call.