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Lucent Technologies DEFINITY Enterprise Communications Server Release 5, CallVisor, ASAI Protocol Reference Instructions Manual
Lucent Technologies DEFINITY Enterprise Communications Server Release 5, CallVisor, ASAI Protocol Reference Instructions Manual
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Page 511
![Page 511
10. Calls Across Multiple Switches
Issue 6 June 1997
B-103
FAC [CRV=26, FIE(Invoke,
Inv_id=66, Event Report,
call_id=43,
event=call offered,
calling number=8135308484,
called number=5661111,
domain=VDN 1222,
LAI Display=Sales xfer 811)]Call Offered
to VDN 1222 —
VDN 1222 Event
Notification Association
FAC [CRV=26, FIE(Invoke,
Inv_id=64, Event Report,
call_id=43, event=queued,
called number=5661111,
calls in queue=2,
domain= ACD Split 1444)]Queued Event Report
(Queued in ACD
Split 1444) — VDN 1222
Event...](http://img.usermanuals.tech/thumb/3002/85188/w300_definity-g3v4-callvisor-asai-protocol-reference_d-510.png "Page 511
10. Calls Across Multiple Switches
Issue 6 June 1997
B-103
FAC [CRV=26, FIE(Invoke,
Inv_id=66, Event Report,
call_id=43,
event=call offered,
calling number=8135308484,
called number=5661111,
domain=VDN 1222,
LAI Display=Sales xfer 811)]Call Offered
to VDN 1222 —
VDN 1222 Event
Notification Association
FAC [CRV=26, FIE(Invoke,
Inv_id=64, Event Report,
call_id=43, event=queued,
called number=5661111,
calls in queue=2,
domain= ACD Split 1444)]Queued Event Report
(Queued in ACD
Split 1444) — VDN 1222
Event...")
10. Calls Across Multiple Switches Issue 6 June 1997 B-103 FAC [CRV=26, FIE(Invoke, Inv_id=66, Event Report, call_id=43, event=call offered, calling number=8135308484, called number=5661111, domain=VDN 1222, LAI Display=Sales xfer 811)]Call Offered to VDN 1222 — VDN 1222 Event Notification Association FAC [CRV=26, FIE(Invoke, Inv_id=64, Event Report, call_id=43, event=queued, called number=5661111, calls in queue=2, domain= ACD Split 1444)]Queued Event Report (Queued in ACD Split 1444) — VDN 1222 Event...
Page 512
![Page 512
Message Scenarios
B-104Issue 6 June 1997
FAC [CRV=98, FIE(Invoke,
Inv_id=8, Event Report,
call_id=55, party_id=2,
event=connected,
calling number=8135308484,
called number=5661111,
connected number=#####)]Connected Event Report
(Announcement Step
Executed, ISDN PRI Connect)
— VDN 5678 Event
Notification Association
FAC [CRV=26, FIE(Invoke,
Inv_id=70, Event Report,
call_id=43, party_id=2,
event=alerting,
calling number=8135308484,
called number=5661111,
connected number=1567,
domain= ACD Split...](http://img.usermanuals.tech/thumb/3002/85188/w300_definity-g3v4-callvisor-asai-protocol-reference_d-511.png "Page 512
Message Scenarios
B-104Issue 6 June 1997
FAC [CRV=98, FIE(Invoke,
Inv_id=8, Event Report,
call_id=55, party_id=2,
event=connected,
calling number=8135308484,
called number=5661111,
connected number=#####)]Connected Event Report
(Announcement Step
Executed, ISDN PRI Connect)
— VDN 5678 Event
Notification Association
FAC [CRV=26, FIE(Invoke,
Inv_id=70, Event Report,
call_id=43, party_id=2,
event=alerting,
calling number=8135308484,
called number=5661111,
connected number=1567,
domain= ACD Split...")
Message Scenarios B-104Issue 6 June 1997 FAC [CRV=98, FIE(Invoke, Inv_id=8, Event Report, call_id=55, party_id=2, event=connected, calling number=8135308484, called number=5661111, connected number=#####)]Connected Event Report (Announcement Step Executed, ISDN PRI Connect) — VDN 5678 Event Notification Association FAC [CRV=26, FIE(Invoke, Inv_id=70, Event Report, call_id=43, party_id=2, event=alerting, calling number=8135308484, called number=5661111, connected number=1567, domain= ACD Split...
Page 513
11. Expert Agent Selection Interactions Issue 6 June 1997 B-105 11. Expert Agent Selection Interactions This section presents call scenarios in the Expert Agent Selection Environment. External Call to VDN, Answered by Logical Agent, and Conferenced with Another Logical Agent This scenario shows an incoming non-ISDN call to VDN 5555 that queues to skills 3333 and 4444 (see Figure B-37). Logical agent 2345, logged in from station 6666, answers the call and conferences logical agent 8766 (logged in from...
Page 514
Message Scenarios B-106Issue 6 June 1997 Figure B-37. Call Flow for Incoming Call to Skill VDN DEFINITY ECS VDN 5555 Incoming Call call_id=37 x6666x9999 Skill 3333 Logical id 8766 call_id=45 Vector K 1. Queue to Main(Skills 3333, 4444) 2. Queue to Backup Skill 3. Announcement Logical id 8766 Login_id 2345 Skill 4444
Page 515
![Page 515
11. Expert Agent Selection Interactions
Issue 6 June 1997
B-107
Messages Sent by the
Adjunct ProcessorMessages Sent
by the Switch Comments
REG [CRV=78, FIE(Invoke,
Inv_id=1,
Event Notification Request,
domain=VDN 5555)]
Notification Request
for VDN 5555
FAC [CRV=98, FIE(Return
Result, Inv_id=1)]Notification Accepted
REG [CRV=44, FIE(Invoke,
Inv_id=1, Feature Request,
feature=login,
domain=ACD Split #####,
domain=Extension 6666,
domain=work mode-autoin,
user code=2345#9000)]
Logical Agent 2345...](http://img.usermanuals.tech/thumb/3002/85188/w300_definity-g3v4-callvisor-asai-protocol-reference_d-514.png "Page 515
11. Expert Agent Selection Interactions
Issue 6 June 1997
B-107
Messages Sent by the
Adjunct ProcessorMessages Sent
by the Switch Comments
REG [CRV=78, FIE(Invoke,
Inv_id=1,
Event Notification Request,
domain=VDN 5555)]
Notification Request
for VDN 5555
FAC [CRV=98, FIE(Return
Result, Inv_id=1)]Notification Accepted
REG [CRV=44, FIE(Invoke,
Inv_id=1, Feature Request,
feature=login,
domain=ACD Split #####,
domain=Extension 6666,
domain=work mode-autoin,
user code=2345#9000)]
Logical Agent 2345...")
11. Expert Agent Selection Interactions Issue 6 June 1997 B-107 Messages Sent by the Adjunct ProcessorMessages Sent by the Switch Comments REG [CRV=78, FIE(Invoke, Inv_id=1, Event Notification Request, domain=VDN 5555)] Notification Request for VDN 5555 FAC [CRV=98, FIE(Return Result, Inv_id=1)]Notification Accepted REG [CRV=44, FIE(Invoke, Inv_id=1, Feature Request, feature=login, domain=ACD Split #####, domain=Extension 6666, domain=work mode-autoin, user code=2345#9000)] Logical Agent 2345...
Page 516
![Page 516
Message Scenarios
B-108Issue 6 June 1997
FAC [CRV=78, FIE(Invoke,
Inv_id=10, Event Report,
call_id=37, party_id=2,
event=hold,
connected number=6666)]Hold Event Report
(Agent Places Call
on Conference Hold)
FAC [CRV=78, FIE(Invoke,
Inv_id=12, Event Report,
other call_id=37,
resulting call_id=45,
event=call conferenced,
party_id=1, party_id=2,
party_id=3,
old party_id=reslt call 1
old party_id=reslt call 2
old party_id=other call 1
connected number=6666,
connected number=9999,
connected number=#####,...](http://img.usermanuals.tech/thumb/3002/85188/w300_definity-g3v4-callvisor-asai-protocol-reference_d-515.png "Page 516
Message Scenarios
B-108Issue 6 June 1997
FAC [CRV=78, FIE(Invoke,
Inv_id=10, Event Report,
call_id=37, party_id=2,
event=hold,
connected number=6666)]Hold Event Report
(Agent Places Call
on Conference Hold)
FAC [CRV=78, FIE(Invoke,
Inv_id=12, Event Report,
other call_id=37,
resulting call_id=45,
event=call conferenced,
party_id=1, party_id=2,
party_id=3,
old party_id=reslt call 1
old party_id=reslt call 2
old party_id=other call 1
connected number=6666,
connected number=9999,
connected number=#####,...")
Message Scenarios B-108Issue 6 June 1997 FAC [CRV=78, FIE(Invoke, Inv_id=10, Event Report, call_id=37, party_id=2, event=hold, connected number=6666)]Hold Event Report (Agent Places Call on Conference Hold) FAC [CRV=78, FIE(Invoke, Inv_id=12, Event Report, other call_id=37, resulting call_id=45, event=call conferenced, party_id=1, party_id=2, party_id=3, old party_id=reslt call 1 old party_id=reslt call 2 old party_id=other call 1 connected number=6666, connected number=9999, connected number=#####,...
Page 517
11. Expert Agent Selection Interactions Issue 6 June 1997 B-109 External Call to a Logical Agent’s Station Transferred to Another Logical Agent This scenario shows an incoming ISDN PRI call to a domain-controlled station 6666 (see Figure B-38). Logical agent 2345 (logged in from station 6666) answers the call and transfers the call to logical agent 8766 logged in from station 9999. Logical agent 3456 completes the transfer operation while the call is queued for logical agent 8766. Note that the...
Page 518
![Page 518
Message Scenarios
B-110Issue 6 June 1997
Messages Sent by the
Adjunct ProcessorMessages Sent
by the Switch Comments
REG [CRV=56, FIE(Invoke,
Inv_id=1, 3P Domain Control,
domain=extension 6666)]
AP Requests Domain
Control of Station
6666
FAC [CRV=56, FIE(Return
Result, Inv_id=1)]Domain Control Accepted
REG [CRV=34, FIE(Invoke,
Inv_id=1, 3P Domain Control,
domain=extension 9999)]
AP Requests Domain
Control of Station
9999
FAC [CRV=34, FIE(Return
Result, Inv_id=1)]Domain Control Accepted
FAC [CRV=56,...](http://img.usermanuals.tech/thumb/3002/85188/w300_definity-g3v4-callvisor-asai-protocol-reference_d-517.png "Page 518
Message Scenarios
B-110Issue 6 June 1997
Messages Sent by the
Adjunct ProcessorMessages Sent
by the Switch Comments
REG [CRV=56, FIE(Invoke,
Inv_id=1, 3P Domain Control,
domain=extension 6666)]
AP Requests Domain
Control of Station
6666
FAC [CRV=56, FIE(Return
Result, Inv_id=1)]Domain Control Accepted
REG [CRV=34, FIE(Invoke,
Inv_id=1, 3P Domain Control,
domain=extension 9999)]
AP Requests Domain
Control of Station
9999
FAC [CRV=34, FIE(Return
Result, Inv_id=1)]Domain Control Accepted
FAC [CRV=56,...")
Message Scenarios B-110Issue 6 June 1997 Messages Sent by the Adjunct ProcessorMessages Sent by the Switch Comments REG [CRV=56, FIE(Invoke, Inv_id=1, 3P Domain Control, domain=extension 6666)] AP Requests Domain Control of Station 6666 FAC [CRV=56, FIE(Return Result, Inv_id=1)]Domain Control Accepted REG [CRV=34, FIE(Invoke, Inv_id=1, 3P Domain Control, domain=extension 9999)] AP Requests Domain Control of Station 9999 FAC [CRV=34, FIE(Return Result, Inv_id=1)]Domain Control Accepted FAC [CRV=56,...
Page 519
![Page 519
11. Expert Agent Selection Interactions
Issue 6 June 1997
B-111
FAC [CRV=56, FIE(Invoke,
Inv_id=12, Event Report,
other call_id=77,
resulting call_id=90,
event=call transferred,
party_id=10,
old party_id=reslt call 10,
connected number=#####,
calling number=6666,
called number=8766)]Transfer Event Report
(Agent 2345 Completes
Transfer Manually) — Domain
Control Association for
Station 6666
FAC [CRV=34, FIE(Invoke,
Inv_id=2, Event Report,
call_id=90, party_id=2,
event=alerting,
calling number=7890,
called...](http://img.usermanuals.tech/thumb/3002/85188/w300_definity-g3v4-callvisor-asai-protocol-reference_d-518.png "Page 519
11. Expert Agent Selection Interactions
Issue 6 June 1997
B-111
FAC [CRV=56, FIE(Invoke,
Inv_id=12, Event Report,
other call_id=77,
resulting call_id=90,
event=call transferred,
party_id=10,
old party_id=reslt call 10,
connected number=#####,
calling number=6666,
called number=8766)]Transfer Event Report
(Agent 2345 Completes
Transfer Manually) — Domain
Control Association for
Station 6666
FAC [CRV=34, FIE(Invoke,
Inv_id=2, Event Report,
call_id=90, party_id=2,
event=alerting,
calling number=7890,
called...")
11. Expert Agent Selection Interactions Issue 6 June 1997 B-111 FAC [CRV=56, FIE(Invoke, Inv_id=12, Event Report, other call_id=77, resulting call_id=90, event=call transferred, party_id=10, old party_id=reslt call 10, connected number=#####, calling number=6666, called number=8766)]Transfer Event Report (Agent 2345 Completes Transfer Manually) — Domain Control Association for Station 6666 FAC [CRV=34, FIE(Invoke, Inv_id=2, Event Report, call_id=90, party_id=2, event=alerting, calling number=7890, called...
Page 520
Message Scenarios B-112Issue 6 June 1997 Direct Agent Call to Logical Agent — Make Call to Login ID This scenario shows the call flow for a Third Party Make Call from logical agent 2345 to a logical agent 8766 (see Figure B-39). Logical agent 2345 is logged in from station 6666 and logical agent 8766 is logged in from station 9999. Logical agent 8766 is not available to receive the call and the call goes to the coverage destination for the login id 8766 (as opposed to following the coverage path...