Lucent Technologies DEFINITY Enterprise Communications Server Release 5, CallVisor, ASAI Protocol Reference Instructions Manual

							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 Notification Association
FAC [CRV=20, 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 1111
Event Notification Association
FAC [CRV=80, FIE(Invoke,
Inv_id=6, Event Report,
call_id=55, party_id=2,
event=alerting,
calling number=8135308484,
called number=5661111,
connected number=#####)]Alerting Event Report
(ISDN PRI Alerting
Message) — VDN 5008
Event Notification Association
FAC [CRV=98, FIE(Invoke,
Inv_id=6, Event Report,
call_id=55, party_id=2,
event=alerting,
calling number=8135308484,
called number=5661111,
connected number=#####)]Alerting Event Report
(ISDN PRI Alerting
Message) — VDN 5678
Event Notification Association
FAC [CRV=80, 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 5008 Event
Notification Association
(Continued on next page) Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							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 1444)]Alerting Event Report
(Call Delivered to
Station 1567) — VDN 1222
Event Notification Association
FAC [CRV=80, FIE(Invoke,
Inv_id=14, Event Report,
call_id=55, party_id=1
event=drop, cause=normal,
connected number=#####)]Drop Event Report
(Caller Abandons) —
VDN 5008 Event
Notification Association
FAC [CRV=80, FIE(Invoke,
Inv_id=16, Call Ended,
call_id=55, cause=normal)]Call Terminates —
VDN 5008 Event
Notification Association
FAC [CRV=26, FIE(Invoke,
Inv_id=12, Call Ended,
call_id=43, cause=normal)]Call Drops —
VDN 1222 Event
Notification Association
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							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 station 
9999). No queue event is provided for skill 4444 because logical agent 2345 with 
skill 4444 is available immediately to answer the call.
Note that the called number in the Call Conference Event Report provides the 
agent’s physical extension, not the agent’s login id extension.
Event Notification for VDN 5555 is active over CRV 78 as shown at the beginning 
of the call flow. The Adjunct Processor-initiated login for logical agent 2345 is also 
shown. Logical Agent 8766 is assumed to have logged in manually at the voice 
station. Also assume that the incoming trunk is an R2 MFC trunk which provides 
the CPN. 
						

							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 
						

							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
Request Login from
Physical Extension 6666
(##### = info. ignored)
REL COMP [CRV=44, FIE(Return
Result, Inv_id=1)]Login Accepted
FAC [CRV=78, FIE(Invoke,
Inv_id=2, Event Report,
call_id=37,
event=call offered,
calling number=8135308484, 
called number=5672035555, 
domain=VDN 5555)]Call Offered
to VDN 5555
FAC [CRV=78, FIE(Invoke,
Inv_id=4, Event Report,
call_id=37, event=queued,
called number=5672035555,
calls in queue=2,
domain= ACD Split 3333)]Queued Event Report
(Queued in Skill
3333)
FAC [CRV=78, FIE(Invoke,
Inv_id=6, Event Report,
call_id=37, party_id=2,
event=alerting,
calling number=8135308484,
called number=5672035555,
connected number=6666,
domain= ACD Split 4444)]Alerting Event Report
(Call Delivered to
Logical Agent 2345)
FAC [CRV=78, FIE(Invoke,
Inv_id=8, Event Report,
call_id=37, party_id=2,
event=connected,
calling number=8135308484,
called number=5672035555,
connected number=6666)]Connected Event Report
(Call Connected
to Logical Agent 2345) 
						

							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=#####,
calling number=6666,
called number=9999)]Conference Event Report
(Agent 2345 Completes
Conference to Logical
Agent 8766)
FAC [CRV=78, FIE(Invoke,
Inv_id=14, Event Report,
call_id=45, party_id=1,
event=drop, cause=normal,
connected number=6666)]Drop Event Report
(Station 6666 
Disconnects)
FAC [CRV=78, FIE(Invoke,
Inv_id=16, Event Report,
call_id=45, party_id=2,
event=drop, cause=normal,
connected number=9999)]Drop Event Report
(Station 9999
Disconnects)
FAC [CRV=78, FIE(Invoke,
Inv_id=18, Call Ended,
call_id=45, cause=normal)]Call Terminates
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							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 called number in the Transfer Event Report contains the logical 
agent’s login id extension. If the transferred operation had occurred after the call 
was delivered to an agent station, the called party would have contained the 
physical station’s extension. A call is delivered to a station if the call is either 
alerting or connected to the station.
Domain Controls for stations 6666 and 9999 are active over CRV 56 and 34, 
respectively, as shown at the beginning of the call flow. Third Party Domain 
Control is only allowed on a physical extension number; it is not allowed on a login 
id extension.
Figure B-38. Call Flow for Incoming Call to Logical Agent Transferred to 
Another Logical Agent
DEFINITY ECS
Login_id 2345 Incoming Call
call_id=90
Login_id 8766
call_id=77
x9999x6666
Skill 9000Skill 4444 
						

							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, FIE(Invoke,
Inv_id=6, Event Report,
call_id=90, party_id=2,
event=alerting,
calling number=7890,
called number=2345,
connected number=6666)]Alerting Event Report
(Call Delivered to
Logical Agent 2345) —
Domain Control Association
for Station 6666
FAC [CRV=56, FIE(Invoke,
Inv_id=8, Event Report,
call_id=90, party_id=2,
event=connected,
calling number=7890,
called number=2345,
connected number=6666)]Connected Event Report
(Call Connected
to Logical Agent 2345) —
Domain Control Association
for Station 6666
FAC [CRV=56, FIE(Invoke,
Inv_id=3, 3P Selective Hold,
call_id=90)] 
 AP Requests Hold
for Station 6666
FAC [CRV=56, FIE(Return
Result, Inv_id=3)]Call Placed On Hold
FAC [CRV=56, FIE(Invoke,
Inv_id5, 3P Auto Dial,
called number=8766,
return_ack=yes)] 
 
 AP Requests Auto Dial
Call from Station 6666
to Logical Agent 8766
FAC [CRV=56, FIE(Invoke,
Inv_id=8, 3P Proceed,
call_id=77,
party_id=12)]3P Auto Dial ACK
FAC [CRV=56, FIE(Invoke,
Inv_id=10, Event Report,
call_id=77, event=queued,
called number=8766,
calls in queue=7,
domain=ACD split 3333)]Queued Event Report
(Queues to Logical
Agent 8766) — Domain
Control Association for
Station 6666
(Continued on next page) 
						

							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 number=8766,
connected number=9999,
domain=ACD Split 3333)]Alerting Event Report
(Agent 8766 Becomes
Available) — Domain
Control Association for
Station 9999
FAC [CRV=34, FIE(Invoke,
Inv_id=4, Event Report,
call_id=90, party_id=2,
event=connected,
calling number=7890,
called number=8766,
connected number=9999)]Connected Event Report
(Call Connected to
Station 9999) — Domain
Control Association for
Station 9999
FAC [CRV=34, FIE(Invoke,
Inv_id=10, Event Report,
call_id=90, party_id=2,
event=drop, cause=normal,
connected number=9999)]Drop Event Report
(Station 9999
Disconnects) — Domain
Control Association for
Station 9999
FAC [CRV=34, FIE(Invoke,
Inv_id=12, Call Ended,
call_id=90, cause=normal)]Call Terminates —
Domain Control Association
for Station 9999
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							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 
associated with station 8900).
Figure B-39. Call Flow for Direct Agent Call to Logical Agent’s Login ID
DEFINITY ECS
Login_id 2345
Login_id 8766
x9999
x6666
x8900
Skill 9000Skill 4444
call_id=67