Home
>
Lucent Technologies
>
Communications System
>
Lucent Technologies DEFINITY Enterprise Communications Server CallVisor ASAI Overview Manual
Lucent Technologies DEFINITY Enterprise Communications Server CallVisor ASAI Overview Manual
Have a look at the manual Lucent Technologies DEFINITY Enterprise Communications Server CallVisor ASAI Overview Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 413 Lucent Technologies manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
ASAI Features and Event Reports Issue 1 November 1996 35 ACD Hunt Group Status Query This query responds with the number of ACD agents that are available to receive calls, the number of calls that are in queue, and the number of agents that are logged in. Call Classifier Status Query This query responds with the number of ports that can be used for call classification. Ports that are idle as well as those currently in use are provided in the message. Call Information Query This query responds with a list of calls present at a telephone. Date and Time Query This query responds with the year, month, day, hour, minute and second. Extension Query This query responds with information about the type of extension. Integrated Directory Database Query When the extension number is provided, the DEFINITY ECS responds with the name administered in the server for that number. Party ID Query This query responds with a list of identifiers for the endpoints on the call. Station Feature Query Call Forwarding This query indicates whether this feature is enabled or disabled at a telephone. If the feature is enabled, the telephone number used to answer forwarded calls is also provided. Message Waiting Lamp This query responds with the status of the Message Waiting Lamp (enabled or disabled) for ASAI, Property Management, Message Center, Voice Messaging, and Leave Word Calling.
Overview of CallVisor ASAI 36Issue 1 November 1996 Send All Calls This query indicates if this feature is enabled or disabled at a telephone. Station Status Query This query indicates the state (idle or busy) for a telephone. Trunk Group Status Query This query responds with the number of trunks in a trunk group.Trunks that are idle as well as trunks that are currently in use are provided in the message. Set Value This feature allows the adjunct to set specific values in DEFINITY ECS for the following items: nMessage Waiting Lamp nBilling Rate Message Waiting Lamp This feature allows the adjunct to turn the message waiting lamp enabled or off at a telephone. Billing Rate This feature allows the adjunct to set (or to change) the billing rate of a 900-type call that is received over an Integrated Services Digital Network-Primary Rate Interface (ISDN-PRI) trunk. Maintenance The Maintenance feature allows the server and the adjunct to communicate about the status of the end-to-end connection. The following are features available with Maintenance: nHeartbeat nSuspend Alarms nResume Alarms nRestart
ASAI Features and Event Reports Issue 1 November 1996 37 Heartbeat This feature allows either the server or the adjunct to verify that the other end is functional and that the ASAI link is working. Suspend Alarms This feature allows the adjunct to turn off alarms raised on the ASAI link. It can be used before using routine maintenance procedures, or before removing the ASAI link from service. Resume Alarms This feature allows the adjunct to turn on alarms raised on the ASAI link. Restart This feature allows the adjunct or the server to start an application from the beginning. All data structures and resources that are associated with the link are cleared, both at the sending and receiving end. The restart message allows the adjunct to negotiate a link version number with the DEFINITY ECS. Currently, three link version numbers are supported. Event Reports Event Reports are one-way messages sent by the server to the adjunct. Event reports inform the adjunct about the state of the call or agent. They are provided when the following features are active: nCall Control Group nDomain Control Group — Telephone — Automatic Call Distributor (ACD) Hunt Group nNotification Group The adjunct does not respond to event reports. Call Control Event Reports Call control event reports are provided when an application monitors or controls a call. The following reports are available for controlled calls: nAlerting nAnswered nBusy/Unavailable
Overview of CallVisor ASAI 38Issue 1 November 1996 nCall Conferenced nCall Transferred nConnected nCut-Through nDisconnect/Drop nEntered Digits nHold nQueued nReconnected nReorder/Denial nTrunk Seized Domain Event Reports for the Telephone Domain event reports are provided when an application monitors or controls a telephone. The following reports are available for telephones: nAlerting nAnswered nBusy/Unavailable nCall Conferenced nCall Initiated nCall Originated nCall Redirected nCall Transferred nConnected nCut-Through nDisconnect/Drop nHold nQueued nReconnected nReorder/Denial nTrunk Seized
ASAI Features and Event Reports Issue 1 November 1996 39 Domain Control Event Reports for Automatic Call Distributor (ACD) Hunt Group These events are sent by the server to an adjunct when the application monitors an ACD hunt group. Agent activity (login and logout) is reported as “agent login” or “agent logout” event reports. Currently, a change in the agent’s work mode is not reported. These “agent” reports are not related to call activity. nLogin nLogout Notification Event Reports These event reports are sent by the server to the adjunct for calls that use telephones that are assigned to Vector Directory Numbers (VDNs) or Automatic Call Distributor (ACD) hunt groups: nAlerting nBusy/Unavailable nCall Conferenced nCall Ended nCall Offered to Domain nCall Redirected nCall Transferred nConnected nCut-Through nDisconnect/Drop nEntered Digits nHold nQueued nReconnected nReorder/Denial nTrunk Seized Descriptions of Event Reports Each event report is presented in alphabetical order in the following list. See the DEFINITY Enterprise Communications Server CallVisor ASAI Technical Reference for additional information about each report. The DEFINITY Enterprise Communications Server CallVisor ASAI Protocol Reference provides information about how to encode each message .
Overview of CallVisor ASAI 40Issue 1 November 1996 Alerting This event report is generally provided when a call arrives and is alerting at a telephone. Answered This event report is only provided for predictive dialing calls, when the DEFINITY ECS has detected that someone has answered the call. Busy or Unavailable This event report is provided when a call placed through an ASAI link has reached a busy destination. Call Conferenced This event report is provided when two calls (one held, the other active) have been merged together to form a conference. Call Ended This event report is provided when the last party has disconnected from the call and the entire call record has been cleared (no other parties remain on the call). Call Initiated This event report is provided when a telephone is taken off hook and dial tone is provided. Call Offered to Domain This event report is provided when a call enters a monitored domain such as a Vector Directory Number (VDN) or an Automatic Call Distributor (ACD) hunt group. Call Originated This event report is provided when an internal caller has completed dialing all the digits for a call. Call Redirected This event report is provided when a call is removed from a telephone because the call has been redirected (using call coverage, redirection, etc.), but not because it has been disconnected.
ASAI Features and Event Reports Issue 1 November 1996 41 Call Transferred This event report is provided when two calls are merged and the user is disconnected as a result of the transfer. Connected This event report is provided when a call has been answered and the server has knowledge of the answered call. Cut-Through This event report is provided for Integrated Services Digital Network (ISDN) trunks when the call goes from an ISDN trunk to a non-ISDN trunk. Disconnect/Drop This event report is provided when a party disconnects (drops) from a call. Entered Digits This event report is provided when the DEFINITY ECS has collected a specified number of digits as a result of the ASAI-Requested Digits option of Adjunct Routing. Hold This event report is provided when a party puts a call on hold. Login This event report is provided when an agent logs into an Automatic Call Distributor (ACD) hunt group. Logout This event report is provided when an agent logs out of an Automatic Call Distributor (ACD) hunt group. Queued This event report is provided when a call has entered an Automatic Call Distributor (ACD) queue. Reconnected This event report is provided when a party reconnects from a held state.
Overview of CallVisor ASAI 42Issue 1 November 1996 Reorder/Denial This event report is provided when a call is placed to an incorrect telephone number. Trunk Seized This event reported is provided for non-Integrated Services Digital Network (ISDN) trunks as the equivalent of “trunk off hook.”
CallVisor ASAI Links Issue 1 November 1996 43 CallVisor ASAI Links CallVisor ASAI Link Versions Currently, three versions of CallVisor ASAI are supported in DEFINITY ECS. Each version supports all the features for the previous version plus extra ones specific to that version. Using versions is useful when an older release of DEFINITY ECS must communicate with a newer adjunct or vice versa. The version used by the server and adjunct is negotiated when the link is brought up. A “handshake” takes place between the server and the adjunct, in which the two agree on the version that should be used. This is typically the most recent version supported by both the server and the adjunct. CallVisor ASAI Link Administration Up to eight ASAI links can be administered for one DEFINITY ECS. Each link is administered on the “add station” form on the System Access Terminal for DEFINITY ECS.
Overview of CallVisor ASAI 44Issue 1 November 1996 Planning for ASAI Applications This section describes the considerations, decision points, and planning tasks required to implement a DEFINITY ECS CallVisor ASAI application. It is provided as a general guide for the person planning and coordinating the implementation of CallVisor ASAI. The first step in planning a CallVisor ASAI configuration is to define the application. You and your Lucent Technologies representative must be able to describe the business needs addressed by the application and provide in words or diagrams a general description of the application. You should consider each part of your current operation and how it can be improved. Examples of improvements in operations are shown in the next table. Table 1. Proposed CallVisor ASAI Improvements (Example) Operation Proposed Change with CallVisor ASAI Credit Verification Use Calling Party Number/Billing Number (CPN/BN) to automatically search for accounts. New Accounts Save CPN/BN to analyze advertising effectiveness. Credit Extension Use Dialed Number Identification Service (DNIS) to allow agents to handle both credit extension and verification calls. Voice Response Use DNIS to automatically invoke a voice script, thereby saving Voice Response Unit (VRU) ports. Use CPN/BN to verify caller identification. Collections Use past due records of 90 days to call customers automatically when there are fewer incoming calls. Customer Service Have User to User Information (UUI) pass customer information to an Automatic Call Distributor (ACD) or another DEFINITY ECS that has less of a load to handle. Priority Routing Note: Based on Information Identifier Digits (II-Digits) and possibly CPN/BN. Route calls that arrive from special places to the appropriate agent.