Lucent Technologies DEFINITY Enterprise Communications Server CallVisor ASAI Overview Manual

							DEFINITY®
Enterprise Communications Server
CallVisor® ASAI
Overview
555-230-225
Comcode 107778624
Issue 1
November 1996 
						

							NoticeWhile reasonable efforts were made to ensure that the information 
in this document was complete and accurate at the time of printing, 
Lucent Technologies can assume no responsibility for any errors. 
Changes and corrections to the information contained in this 
document may be incorporated into future reissues.
Your Responsibility for Your System’s SecurityYou are responsible for the security of your system. Lucent 
Technologies does not warrant that this product is immune from or 
will prevent unauthorized use of common-carrier telecommunication 
services or facilities accessed through or connected to it. Lucent 
Technologies will not be responsible for any charges that result from 
such unauthorized use. Product administration to prevent 
unauthorized use is your responsibility and your system 
administrator should read all documents provided with this product 
to fully understand the features available that may reduce your risk 
of incurring charges.
Federal Communications Commission Statements
Part 15: Class A Statement.  
This equipment has been tested 
and found to comply with the limits for a Class A digital device, 
pursuant to Part 15 of the FCC Rules. These limits are designed to 
provide reasonable protection against harmful interference when the 
equipment is operated in a commercial environment. This 
equipment generates, uses, and can radiate radio-frequency energy 
and, if not installed and used in accordance with the instruction 
manual, may cause harmful interference to radio communications. 
Operation of this equipment in a residential area is likely to cause 
harmful interference, in which case the user will be required to 
correct the interference at his or her own expense.
Part 68: Network Registration Number. This equipment is 
registered with the FCC in accordance with Part 68 of the FCC 
Rules. It is identified by FCC registration number 
AS593M-13283-MF-E.
Part 68: Answer-Supervision Signaling. Allowing this 
equipment to be operated in a manner that does not provide proper 
answer-supervision signaling is in violation of Part 68 rules. This 
equipment returns answer-supervision signals to the public switched 
network when:
nAnswered by the called stationnAnswered by the attendantnRouted to a recorded announcement that can be 
administered by the CPE userThis equipment returns answer-supervision signals on all DID calls 
forwarded back to the public switched telephone network. 
Permissible exceptions are:
nA call is unanswered
nA busy tone is receivednA reorder tone is received
TrademarksCallVisor is a registered trademark of Lucent Technologies.
DEFINITY ECS is a registered trademark of Lucent Technologies in 
the US and throughout the world.
Dialogic CT-Connect is a trademark of Dialogic Corporation.
IBM is a registered trademark of the International Business 
Machines Corporation.
PassageWay Telephony Services is a registered trademark of 
Lucent Technologies.
Ordering InformationThe ordering number for this document is 555-230-225. To order 
this document, call the Lucent Technologies BCS Publications 
Center at 1 800 457-1235 (International callers use 
1 317 361-5353). For more information about  Lucent Technologies 
documents, refer to the 
Business Communications Systems 
Publications Catalog, 
555-000-010.
You can be placed on a Standing Order list for this and other BCS 
documents you may need. Standing Order will enable you to 
automatically receive updated versions of individual documents or 
document sets, billed to account information that you provide. For 
more information on Standing Orders, or to be put on a list to 
receive future issues of this document, please contact the Lucent 
Technologies BCS Publications Center.
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Center Toll Fraud Intervention Hotline at 1 800 643-2353
AcknowledgmentThis document was prepared by the
BCS Product Documentation Development Group
Lucent Technologies 
Middletown, NJ 07748-9972
Copyright © 1996 Lucent Technologies 
All Rights Reserved
Printed in USA 
						

							Contents
Issue  1  January 1997iii
About This Document v
nTopics Discussed in this Overview v
nIntended Audiences vi
nRelated Documents vi
nOrdering Documents vii
Overview of CallVisor ASAI 1
nIntroduction 1
nTerms used in this Document 2
nCallVisor ASAI Applications 17
nLink Configurations 26
nASAI Features and Event Reports 27
nCallVisor ASAI Links 43
nPlanning for ASAI Applications 44
nService Offerings 48
nBusiness Partners of Lucent Technologies 49
nCallVisor PC 50
nCVLAN 50
nPassageWay Telephony Services 50
IN Index IN-1 
						

							Issue 1 November  1996v
About This Document
This document is an overview of the CallVisor® ASAI interface and applications. 
Its purpose is to give the reader an understanding of ASAI, its functions, and the 
services that can be provided using this interface. The related documents listed 
on the next page provide the details for using ASAI with business applications. 
These documents also describe the DEFINITY Enterprise Communications 
Server (ECS) features used by ASAI.
Topics Discussed in this Overview
This document discusses the following topics:
nTypical business applications that use CallVisor ASAI
nLink configurations
nFeatures and messages provided by CallVisor ASAI
nCallVisor ASAI Links
nPlanning considerations for CallVisor ASAI
nServices offered by Lucent Technologies
nBusiness Partners of Lucent Technologies
nThe Application Programming Interface available on the CallVisor PC
nCVLAN — the software that enables CallVisor PC to work in a client-server 
environment
nPassageWay Telephony Server — Lucent Technologies Telephony 
Service API (TSAPI) 
						

							About This Document
viIssue 1 November  1996 
Intended Audiences
This document is an introduction to CallVisor’s ASAI features. It is intended for 
general information. It is the first document one should read before planning or 
writing an ASAI application. This is the only document intended for translation into 
other languages. Other documents, written only in English, are available with 
more complete and detailed information.   If you are a non-English-speaking 
customer interested in writing an application, please obtain skilled computer 
science staff with a good understanding of the English language to consult the 
additional ASAI documentation. 
Related Documents
NOTE:
The following documents are only available in English.
Adjunct/Switch Application Interface (ASAI) Specification, 555-025-203 
This document provides a detailed description of the ASAI Reference Model and 
the capabilities available with ASAI.
DEFINITY Communications System CallVisor® ASAI Planning, 555-230-222
This document contains information for planning and implementation of an ASAI 
application. It contains ordering and testing information as well.
DEFINITY Enterprise Communications Server CallVisor® ASAI Technical 
Reference
, 555-230-220
This document provides detailed information on all ASAI features. It contains 
examples of applications and also describes how applications can control the 
server.
DEFINITY Enterprise Communications Server CallVisor ASAI Protocol 
Reference
, 555-230-221
This document provides detailed protocol information. It contains bit-level 
message formats that are passed across the ASAI link. This document is used 
with document 555-230-220.
DEFINITY Enterprise Communications Server Installation, Administration, and 
Maintenance of CallVisor ASAI over the DEFINITY LAN Gateway
, 555-230-223
This document describes the installation, administration, and maintenance of the 
ASAI Link using Ethernet 10BaseT as the link.
DEFINITY Enterprise Communications Server Feature Description, 555-230-301
This document is a general reference for the planning, operation, and 
administration of the 
DEFINITY ECS.
DEFINITY Enterprise Communications Server Implementation, 555-230-302 
						

							Ordering Documents
Issue 1 November  1996
vii
This document describes which forms and fields need to be filled in on the 
DEFINITY ECS for the various features. 
DEFINITY Enterprise Communications Server Installation and Test for 
Single-Carrier Cabinets
, 555-230-894 and DEFINITY Enterprise Communications 
Server Installation and Test for Multi-Carrier Cabinets
, 555-230-112
These documents describe the installation and testing of the 
DEFINITY ECS.
DEFINITY Enterprise Communications Server CallVisor PC ASAI Installation and 
Reference
, 555-230-227
This document provides details on the installation, administration, programming, 
testing, troubleshooting and engineering of the CallVisor PC.
Ordering Documents
To order this book, or any other Business Communications System (BCS) 
document, call the BCS Publications Center at 1 800 457-1235; the fax number is 
1 800 457-1764.
For international calls the number is 317 361-5353; the international fax number is 
317 361-5355.
In addition, a complete list of BCS documents are described in the 
Business 
Communications System Publications Catalog
, 555-000-010. 
						

							Issue 1  November 19961
Overview of CallVisor ASAI
Introduction
CallVisor® ASAI is a communication interface. ASAI means Adjunct-Switch 
Applications Interface
. Application software running on adjuncts can control calls 
through the ASAI interface. In this document, 
adjunct means a large computer 
system, a personal computer, or any other intelligent device that can 
communicate over such interface.
NOTE:
The term server refers to the DEFINITY Enterprise Communications Server 
or DEFINITY ECS in this document. Some feature names may contain the 
term 
switch. Please note that server has the same meaning as switch.
To connect to the DEFINITY ECS, CallVisor
® ASAI uses either an Integrated 
Services Digital Network (ISDN) Basic Rate Interface (BRI) link, or an Ethernet 
Transmission Control Protocol/Internet Protocol (TCP/IP) link. 
The following figure illustrates a simple configuration, an adjunct connected to a 
DEFINITY ECS via a single ASAI-BRI (or ASAI-Ethernet) link. 
						

							Overview of CallVisor ASAI
2Issue 1  November 1996 
Figure 1. Basic Connection for CallVisor ASAI 
Multiple CallVisor ASAI links can be configured on DEFINITY ECS; this means 
that more than one application can exist on adjuncts connected to DEFINITY 
ECS.
Terms used in this Document
ACD
See Automatic Call Distributor (ACD).
ACD Hunt Group
A group of telephone extensions staffed by agents who are trained to handle a 
certain type of incoming call. 
acknowledgement
A response to an ASAI request.
adjunct
A computer that communicates with DEFINITY ECS through an ASAI interface.
Adjunct-Switch Application Interface (ASAI)
The protocol supported by DEFINITY ECS that extends telephony features to 
adjuncts.
Application
PC or Adjunct
ASAI
BRI or Ethernet
DEFINITY ECS 
						

							Terms used in this Document
Issue 1  November 1996
3
agent
A person who answers customer’s calls. Agents usually work in groups, and it is 
the DEFINITY ECS that selects the next available agent for an incoming call.
alerting
An event to signal the arrival of a call at a telephone. The arrival of the call can be 
an audible (ringing) or visible (the message lamp is lit) signal. 
algorithm
A computer program.
annotate
To make notes or comments.
announcements
Recorded messages that are provided on telephone extensions.
application 
A program running on an adjunct (computer). Also a specific way of handling 
certain tasks.
ASAI 
See Adjunct-Switch Application Interface (ASAI).
association
A logical communications channel between an adjunct and DEFINITY ECS used 
for the exchange of messages. An active association refers to an existing call on 
the DEFINITY ECS or to an telephone extension on the call.
attendant
A person who handles incoming calls at the customer’s site.
Automatic Call Distributor (ACD)
A DEFINITY ECS feature that routes incoming calls to available agents. 
						

							Overview of CallVisor ASAI
4Issue 1  November 1996 
Basic Rate Interface (BRI)
The Integrated Services Digital Network (ISDN) standard interface that connects a 
telephone to the DEFINITY ECS. SeeIntegrated Services Digital Network 
(ISDN)
.
Billing Number (BN)
This is the number that is billed when a caller makes a toll call. In North America, 
this number is composed of ten digits; the number of digits may vary in other 
areas of the world. Billing Number is usually paired with Calling Party Number to 
completely identify the caller. 
See calling party number (CPN)r.
BN
See Billing Number (BN)
BRI
See Basic Rate Interface (BRI).
business partner
A company who partners with Lucent Technologies and provides an ASAI library 
which runs on a specific adjunct that interfaces with DEFINITY ECS.
call center
A central location where a group of agents (who represent a company) 
communicate with customers through incoming and outgoing calls.
call classifier
Special hardware that can detect the human voice, tones or an answering 
machine on a answered call.
call control 
The ability to place calls, monitor the status of calls, put calls on hold, and 
disconnect from an adjunct.
call prompting
A call vectoring feature through which the server requests the caller to provide 
information (such as a credit card number) by using the touchtone keypad on the 
telephone. The call vectoring feature can then route incoming calls based on 
information entered by the caller.