ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Call Promp ting
5-4Issue 4 September 1995
Removing Incorrect Digit Strings
The customer can (and probably should) include an announcement that requests 
the caller to enter di gits.  As an o ption, the announcement can instruct the caller 
to enter an asterisk (*) if he or she enters incorrect data.  When the caller enters a 
‘‘*,’’ the following happens:
1. Digits collected for the current 
collect digits command are deleted.
NOTE:
Also delete d are any dial-ahead digits that are entered and that do 
not exc eed the maximum digit count of 24.  (Dial-ahead d igits are 
explained later in this chapter.)
2. Digit collection is restarted.
3. Announcement is not replayed. 
Once the caller enters ‘‘*,’’ the caller can re-enter digits for processing.
Entering Variable-Length Digit Strings
The maximum number of digits requested from the caller must be specified in the 
administration of the 
collect digits command.  In some cases, the caller might b e 
permitted to enter fewer digits than the maximum specified. In fact, the number 
of digits entered by the caller can vary for several variations of one 
collect digits 
command.   Each such grouping of digits is called a 
variable-length digit string.
Call Promp ting  allows for variable-length digit strings by providing an end-of-
dialing indicator in the form of the pound sign (#). ‘‘#’’ is used to end any digit 
string entered by the caller, and it does the following:
nTells the PBX that the caller has finished entering digits
nCauses the next vector step to be processed immediately
Whenever the caller is permitted to enter a variable-length digit string, the 
announcement portion of the 
collect digits command should specify the largest 
possible number of digits that can be entered. Accordingly, the customer should 
administer each 
collect digits command to collect no more than the intended 
maximum number of digits. The customer can have the caller enter ‘‘#’’ as part of 
a variable digit string entry either at the end of each variable digit string entered 
or at the end of each such string that, not counting ‘‘#,’’ contains 
fewer characters 
than the maximum number of allowable digits.  In the first case, ‘‘#’’ should be 
included in the count of the number of maximum digits that can b e entered; in the 
second case, ‘‘#’’ should 
not be included in this count.
If the caller enters more digits than the maximum number sp ecified, the 
a d ditional digits are saved as “dial-ahead ” digits for subsequent 
collect digits 
commands. (Dial-Ahead Digits are explained later in this chapter.) If the vector,  
						

							Functions and Examples
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or ve ctors chained to it, do not contain another collect d igits command, the extra 
d i gits are discarded.
If the caller enters fewer d i gits than the maximum number specified 
and d oes not 
complete the entry with “ #,” a Call Prompting timeout occurs. The timeout 
terminates the command, and any digits collected prior to the timeout are 
available for subsequent vector processing.
A common application involving the entering of variable-length digit strings 
allows the user to dial either the num ber for the attendant or an extension (to 
reach the desired destination.)  Let’s say the maximum number of digits that can 
be entered is three.  In such a case, if the user wishes to reach the attendant, the 
user should dial ‘‘0#.’’  However, if the user chooses to dial a 3-digit extension, 
the user should dial, for example, ‘‘748’’ and not ‘‘748#.’’  Since the maximum 
number of digits that can be dialed in this case is three, dialing ‘‘748#’’ would 
cause ‘‘#’’ to be saved as a dial-digit (explained later in this chapter).  On the 
other hand, if the caller dials ‘‘748#,’’ and if the maximum number of digits that 
can be entered is 
4, ‘‘#’’ is not saved as a dial-ahead digit since it is the fourth of 
four d igits that can be entered in this case. 
Entering Dial-Ahead Digits
When d i git collection for the current c ollect digits command completes, vector 
processing continues at the next vector step. However, the switch continues to 
collect any d i gits that the caller subsequently dials. These “dialed-ahead” digits 
are saved for processing by subsequent 
collect d igits commands. Dial-Ahead 
Digits are exp lained fully on p age 5-14.
Functions and Examples
Call Promp ting  uses some of the functions found in Basic Call Vectoring.  This 
becomes evident when you compare the command set table for Basic Call 
Vectoring in Chapter 4 with the one for Call Promp ting found at the beginning of 
this chapter.
Call Promp ting  also provides some additional functions that involve d i git 
processing.  These functions include the following:
nTreating d igits as a destination
nUsing digits to collect branching information (including Vector Routing 
Tables)
nUsing digits to select options
nDisplaying digits on the agent’s set
nPassing digits to an a djunct
nCreating Service Observing vectors 
						

							Call Promp ting
5-6Issue 4 September 1995
These functions are illustrate d in the following sections.
Treating Digits as a Destination
Call Prompting allows you to route calls a ccording to the digits collected from the 
caller. Once the digits are collected via the 
collect digits command, the route-to 
digits
 command attempts to route the call to the  destination that the digits 
represent.  The command always routes the call to the destination that is 
indicated by the digits processed by the most recent collect digits command.
The d i gits can represent any of the following destinations:
nInternal (local) extension (for examp le, split/hunt group, station, 
announcement, etc.)
nVDN extension
nAttendant
nRemote access extension
nExternal number, such as a trunk access code (TAC) or an Automatic 
Alternate Route/Automatic Route Selection (AAR/ARS) feature a c cess 
code (FAC) followed by a public network number (for example, 7 digit 
ETN, 10 digit DDD, etc.).
Let’s take a look at a vector that illustrates how a call is routed via d i gits that are 
collected from a caller:
Figure 5-1. Treating Digits as a Destination
In this vector, the caller is prompted to enter the destination extension of the 
party he or she would like to reach (Step 2). (The extension in this vector may 
contain up to 5 digits.) The vector collects the digits, then routes to the 
destination via the 
route to digits command in Step 3.
If the 
route-to digits c ommand fails  (because the caller fails to enter any digits, or 
because the extension numb er entered is invalid), the 
route-to number command 
in Step 4 routes the call to the attendant (default).  However, as long as the 
destination is a valid extension, the 
route-to digits c ommand succeeds, coverage 
       1. wait-time 0 seconds hearing ringback
       2. collect 5 digits after announcement 300
          (‘‘You have reached Redux Electric in Glenrock.
          Please dial a 5-digit extension or wait for the
          attendant.’’)
       3. route-to digits with coverage y
       4. route-to number 0 with cov n if unconditionally
       5. stop 
						

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a p plies, and vector processing terminates.  (Even if the d estination is busy, 
vector processing terminates b e cause coverage call processing takes effect.)
NOTE:
From time to time, all of the system’s TTRs mi ght be in use. As a result, you 
should avoid starting your main vector with a 
collect digits command, since 
the caller in this case receives no audible feedback if he or she has to wait 
for a TTR to b ecome available.  Accordingly, it is a good practice to include 
some treatment (for example, 
wait-time 0 seconds hearing ringbac k) b efore 
the initial 
collect d igits step. 
Using Digits to Collect Branching Information
Call Promp ting  allows you to direct a call to another step or vector based on the 
digits entered by the caller. This branching is accomplished with a 
goto step. For 
example, in the following vector digits are used to route calls to different vectors 
based on an assigned customer numb er.
Figure 5-2. Using Digits to Collect Branching Information
The wildcard “ +” indicates that the two d igits can be followed b y any number of 
a d ditional digits (zero or more digits). So, customers with a number that begins 
with the digits 10 are routed to vector 8, customers with a numb er that begins 
with the digits 11 are routed to vector 9, and customers with a number that 
b e gins with the d i gits 12 are routed to vector 10.
Vector Routing Tables
When G3V4 Enhanced Vectoring is enabled, you can also test d i gits a gainst 
entries in a Vector Routing Table.
Vector Routing Tables contain lists of numbers that can be used to test a 
g oto...if 
digits
 command. Digits collected with the collect digits step can b e tested to see 
if they are either 
in or not-in the specified table. Entries in the tables can include 
either the “ +” or “?” wildcard.
nThe “ + ” represents a group of digits and can only be used as the first or 
last character of the string.
       1. wait-time 0 seconds hearing ringback
       2. collect 5 digits after announcement 200
          (“Please enter your customer number)
3. goto vector 8 if digits = 10+
4. goto vector 9 if digits = 11+
5. goto vector 10 if digits = 12+
6. route-to number 0 with cov n if unconditionally
7. stop 
						

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5-8Issue 4 September 1995
nThe “?” represents a single digit. Any number of them can be used at any 
position in the digit string.
Tables are entered on the Vector Routing Table form. Each table can have up to 
100 entries. See 
DEFINITY Communications System Generic 3 Version 4 
Implementation
, 555-230-655 or DEFINITY Communications System Generic 3 
V2/V3 Imp lementation
, 555-230-653 for comp lete instructions for  creating Vector 
Routing Tables.
The following figure gives an example of a Vector Routing Table.
Figure 5-3. Vector Routing Table
 
VECTOR ROUTING TABLE 
Number: 10  Name: Premier Accts Sort? n
1: 5734020 17: 2679038
2: 8910573 18: 1345+
3: 8738494 19: 2345+
4: 4385702 20: _______
5: 8768995 21: _______
6: 7867387 22: _______
7: 7802452 23: _______
8: 7074589 24: _______
9: 5674902 25: _______
10: 8789689 26: _______
11: 4870985 27: _______
12: 8093182 28: _______
13: 7809130 29: _______
14: 7890301 30: _______
15: 7893213 31: _______
16: 8743180 32: _______ 
						

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The following vector could be used to test a gainst numb ers in this ta ble.
Figure 5-4. Testing for Digits In Vector Routing Table
If the caller enters an account number that is listed in the Vector Routing Table 
the call is routed to vector 8. Likewise, if the caller enters an account number that 
matches the wildcard entry (for example 1345987) the call is route d to vector 8.
If the caller enters an account number that is not listed in the Vector Routing 
Table, or if the caller d oes not enter an account numb er, the call is queued to 
split 5.
Suppose that instead of containing a list of premier accounts the Vector Routing 
Table contained a list of accounts with a p oor payment record. The following 
vector only queues calls with account numbers that are not in the table. Calls in 
the table route to the collection department.
Figure 5-5. Testing for Digits Not In Vector Routing Table
If no digits are collected, the call routes to the operator.
       1. wait-time 0 seconds hearing ringback
       2. collect 7 digits after announcement 200
          (“Please enter your account number)
3. goto vector 8 if digits in table 10
4. queue-to main split 5 pri l
5. wait-time 10 seconds hearing ringback
6. announcement 2771
7. wait-time 10 seconds hearing music
8. goto step 6 if unconditionally
       1. wait-time 0 seconds hearing ringback
       2. collect 7 digits after announcement 200
          (“Please enter your account number)
3. goto step 11 if digits = none
4. goto step 6 if digits not-in table 10
5. route-to number 83456 with cov y if unconditionally (collections)
6. queue-to main split 5 pri l
7. wait-time 10 seconds hearing ringback
8. announcement 2771
9. wait-time 10 seconds hearing music
10. goto step 8 if unconditionally
11. route-to number 0 with cov n if unconditionally
12. stop 
						

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Entries in Vector Routing Tables can also be tested against the telephone 
number of the caller (ANI). See  ANI  and II-Digits Routing on  page 7-1 for more 
information.
Using Digits to Select Options
Call Promp ting allows you to provide a menu of options that the caller can use to 
satisfy his or her information needs.  The caller selects the desired option by 
entering the appropriate requested digit. Once the digit is entered, a conditional 
branch to the a ppropriate treatment is ma de.  The treatment is usually provided 
via the 
route-to numb er command.
The following vector illustrates how digits are used to select options.
Figure 5-6. Using Digits to Select Options
In Ste p 2 of this vector, the user is asked to enter either 1 or 2, depending upon 
the service he or she desires.  If one of these digits is entered, the appropriate 
one of the next two steps (3 through 4) routes the call to the relevant extension 
(that is, either 4101 or 4102).  If one of the digits is not entered, the call is routed 
to the attendant (Ste p 5).
Displaying Digits on the Agent’s Set
The customer may choose to include the CALLR-INFO button  at the agents’ 
display stations to help process calls that are serviced by the Call Prompting 
feature. However, if the agent has a 2-line display set, such as a 7407 or 
Callmaster, the collected digits are automatically displayed on the second line.  
These d i gits remain on this line until they are overwritten, even after the call is 
released by the agent.  On the other hand, for other display sets, the agent must 
press the CALLR-INFO button to display the collected digits.
The customer might find it beneficial to install this button if he or she wishes to 
expedite calls by reducing the amount of time a gents spend on the telephone. 
For examp le, the b utton could be set up to collect specific information (such as a 
      1.  wait-time 0 seconds hearing ringback
      2.  collect 1 digits after announcement 3531
          (Thank you for calling Bug Out Exterminators.  If you
          wish to learn about the services we provide, please
          dial 1.  If you’d like to set up an appointment for
          one of our representatives to visit your home or
          place of business, please dial 2.) 
      3.  route-to number 4101 with cov y if digit = 1
      4.  route-to number 4102 with cov y if digit = 2
      5.  route-to number 0 with cov n if unconditionally
      6.  disconnect after announcement none 
						

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customer account numb er) before the caller is connected to the agent, thus 
eliminating the need for the agent to ask for this information.
The CALLR-INFO button d isplays information in the following format:
where
nx is a call appearance letter (for example, a, b, c, etc.)
n1234567890 represents the digits collected from the caller
The d i gits entered by the caller are collected by the most recent collect digits 
command.  Any digits that were ‘‘dialed ahead’’ and not explicitly requested by 
the most recently executed 
collect digits command are not displayed.
Let’s assume that digits have b een collected via Call Prompting. If the agent 
presses the CALLR-INFO b utton when the call is alerting at the agent’s station or 
when the station is active on a call appearance, the following events occur:
nTen second timer for display interval is set.
nStatus lamp  (if available) associated with the button is lit.
nDisplay is updated.  Specifically, the incoming call identification (calling 
party ICI) is replaced with the collected digits in the format presented 
earlier in this section.  Only those digits collected for the last 
c ollect digits 
command are displayed.
If all the conditions to use the button (except for the collection of  digits) are set, 
and the agent presses the button, the status lamp  (if available) associated with 
the button flashes denial.
One or more events may occur during a successful execution after the button is 
pushed. These events include the following:
nTen second timer times out
nIncoming call arrives (at any call appearance)
nActive call changes status (for example, another caller is ad d ed to the 
conference)
If any of these events occur, the following takes place:
nStatus lamp  (if available) associated with the button is turned off.
nDisplay is updated (as previously described).
NOTE:
If the agent needs to display the collected digits again, the CALLR-INFO 
button can be depressed again to repeat the operation described in this  x=Info: 1234567890 
						

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section (provided the agent is active on the call or the call is still alerting).  
Also, the agent can flip between the collected digits and the ICI by 
alternately pressing the CALLR-INFO and NORMAL buttons.
Passing Digits to an Adjunct
Call Promp ting  allows for the passing of information (in the form of collected 
digits) to an adjunct for further processing. Digits are passed to the a djunct via 
the ASAI Ad junct Routing capability.
An adjunct is any processor that is connected to a switch via the ASAI link. The 
adjunct makes a routing decision via the 
adjunct routing command according to 
caller information and/or agent availability, and it returns the routing response to 
the switch.  For example, the adjunct c an indicate the call be routed to a s pecific 
ACD agent (direct-agent option).
A maximum of 16 Call Prom pting di gits from the last 
c ollect digits command can 
be passed to the adjunct via use of the 
adjunct routing command.
The following vector illustrates how Call Promp ting digits are passed to an 
adjunct:
Figure 5-7. Passing Digits to an Adjunct
In Ste p 2 of this vector, the caller is asked to enter a 10-digit account number. 
Once the account number is entered, the adjunct receives this information via the 
adjunct routing command in Step  3. This command then makes the appropriate 
routing d e cision if it is able to do so. If the command succeeds within the 
specified wait time, the command routes the call to the appropriate destination, 
and the call leaves vector processing. If the command fails, vector processing 
continues at the next step.
NOTE:
Adjunct Routing is fully discussed in Chapter 9.
      1. wait-time 0 seconds hearing ringback
      2. collect 10 digits after announcement 300
         (‘‘Please enter your 10-digit account number.’’)
      3. adjunct routing link 50000
      4. wait-time 10 seconds hearing music 
      5. route-to number 52000 with cov y if unconditionally
      6. stop 
						

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Creating Service Observing Vectors
As mentioned in Chapter 4, Service Observing vectors can be constructed to 
allow users to observe calls from a remote location or local station. When 
combined with Call Promp ting, Service Observing vectors can route calls to:
nA Remote  Access extension
nA Service  Observing Feature Access Code (FAC) and extension entered 
by the user
nA Preprogrammed FAC and extension
Remote Access Service Observing Vector
The following vector connects a user to Remote A c cess. Once connected, the 
user can dial either a listen-only or listen/talk Service Observing FAC followed by 
the extension numb er to be observed. Although not required, Call Prom pting 
increases security by p roviding passcode protection.
Figure 5-8. Remote Access Service Observing Vector
      1. wait-time 0 secs hearing ringback
      2. collect 5 digits after announcement 2300
         (“Please enter your 5-digit security code.”)
      3. goto step 5 if digits = 12345 (security code)
      4. disconnect after announcement 2000
      5. route-to number 5000 with cov n if unconditionally
      6. stop