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

							11. Expert Agent Selection Interactions
Issue 6 June 1997
B-113
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments
REG [CRV=34, FIE(Invoke,
Inv_id=1, 3P Make Call,
called number=8766,
calling number=2345,
return_ack=yes)] 
AP Requests Make Call
from login id 2345
to login id 8766
FAC [CRV=34, FIE(Invoke,
Inv_id=2, 3P Proceed,
call_id=67, party_id=11,
connected number=6666)]Make Call ACK
(Call Originated from
Station 6666)
FAC [CRV=34, FIE(Invoke,
Inv_id=4, Event Report,
call_id=67, event=queued,
called number=8766,
calls in queue=2,
domain=ACD Split 9000)]Queued Event Report
(Queued for Logical
Agent 8766)
FAC [CRV=34, FIE(Invoke,
Inv_id=6, Event Report,
call_id=67, party_id=21,
event=alerting,
calling number=6666,
called number=8766,
connected number=8900,
domain=ACD Split 9000)]Alerting Event Report
(Call Delivered 
Coverage Station 8900)
FAC [CRV=34, FIE(Invoke,
Inv_id=8, Event Report,
call_id=67, party_id=21,
event=connected,
calling number=6666,
called number=8766,
connected number=8900)]Connected Event Report
(Call Connected
Station 8900)
FAC [CRV=34, FIE(Invoke,
Inv_id=10, Event Report,
call_id=67, party_id=11,
event=drop, cause=normal,
connected number=6666)]Drop Event Report
(Station 6666 
Disconnects)
REL COMP [CRV=34, FIE
(Invoke,Inv_id=12,
Call Ended,call_id=67, 
cause=normal clearing)]Call Terminates 
						

							Message Scenarios
B-114Issue 6 June 1997 
Value Queries for Logical Agent and Skill
Hunt Groups
This scenario shows the Login Audit Query, ACD Agent Status Query, and 
Extension Query for skill hunt group 4444 and logical agents 2345, 8766, and 
6777 (see Figure B-40). Logical agents 2345 and 8766 are logged into skill 4444 
from stations 6666 and 9999, respectively. Logical agent 6777 is not logged in.
Figure B-40. Skill Hunt Groups and Logical Agents
DEFINITY ECS
Login_id 2345
Login_id 8766
x9999x6666
Skill 4444
x1211Login_id 6777 
						

							11. Expert Agent Selection Interactions
Issue 6 June 1997
B-115
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments
REG [CRV=78, FIE(Invoke,
Inv_id=1, Value Query,
item=Agent Login Audit,
domain=ACD Split 4444)] 
 AP Requests Login
Audit for Skill 4444
REL COMP [CRV=78, FIE(Return
Result, Inv_id=1,
Value Query,
domain=extension 6666,
domain=extension 9999)]Two Stations Logged
In to Skill
REG [CRV=24, FIE(Invoke,
Inv_id=1, Value Query,
domain=extension 2345,
domain=ACD split #####)] AP Requests Status
of Agent at Extension
2345 (##### = info ignored)
REL COMP [CRV=24, FIE(Return
Result, Inv_id=1,
Value Query,
domain=talk state idle,
domain=work state auto in)]Station Idle
in Auto In Work Mode
REG [CRV=44, FIE(Invoke,
Inv_id=1, Value Query,
domain=extension 6666,
domain=ACD split #####)] AP Requests Status
of Agent at Extension
6666 (##### = info ignored)
REL COMP [CRV=44, FIE(Return
Result, Inv_id=1,
Value Query,
domain=talk state idle,
domain=work state auto in)]Station Idle
in Auto In Work Mode
REG [CRV=76, FIE(Invoke,
Inv_id=1, Value Query,
calling number=2345,
item=extension)] 
 AP Requests Extension
Query for 2345
REL COMP [CRV=76, FIE(Return
Result, Inv_id=1,
Value Query,
domain=login id 6666)]Login Id Logged
from station 6666
REG [CRV=76, FIE(Invoke,
Inv_id=1, Value Query,
calling number=6777,
item=extension)] 
 AP Requests Extension
Query for 6777
REL COMP [CRV=76, FIE(Return
Result, Inv_id=1,
Value Query,
domain=login id)]Login Id not
Logged in 
						

							Message Scenarios
B-116Issue 6 June 1997 
12. Converse Vector Command 
Interactions
External Call to a VDN with a Converse Step that
is Interrupted
This scenario presents the call flow for an incoming ISDN PRI call for VDN 7000 
with a converse vector command that can be interrupted (see Figure B-41). The 
call comes into the VDN and gets queued to two splits, Split 6500 and Split 3400. 
The converse vector command then sends the call to the VRU (Split 1234) while 
maintaining the call’s position in the other queues.   When an agent in Split 6500 
becomes available, the call leaves the VRU and is delivered to the agent.   This 
“transfer” happens regardless of whether or not the caller has completed the VRU 
interaction.
Note that the Alerting Event Report sent when the call alerts the VRU port 
contains a cause value — CS3/23 (call remains in queue). This cause value 
informs the application that this is a converse split and that the call will not lose its 
place in any other splits that it has been queued to.
VDN 7000 has Event Notification active and each port on the VRU has Domain 
Control active.
Figure B-41. Call Flow for a Converse Step that can be Interrupted
Agent
Extension DEFINITY ECS
Vector Q
1. Queue to Main
Split 6500
2. Queue to Main
Split 3400
3. Converse on
Split 1234ACD
Split
6500
ACD
Split
3400 ACD
Split
1234VDN 7000
Port
5431
VRU Incoming Call
call_id=50
x6534 
						

							12. Converse Vector Command Interactions
Issue 6 June 1997
B-117
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments
FAC [CRV=96, FIE(Invoke,
Inv_id=2, Event Report,
call_id=50,
event=call offered,
calling number=9085766362, 
called number=9089577000, 
domain=VDN 7000)]Call Offered
to VDN 7000
FAC [CRV=96, FIE(Invoke,
Inv_id=6, Event Report,
call_id=50,
event=queued,
called number=9089577000,
calls in queue=3,
domain=ACD Split 6500)]Queued Event Report
(Call Queues to ACD 
Split 6500) — Event
Notification Association
FAC [CRV=96, FIE(Invoke,
Inv_id=8, Event Report,
call_id=50,
event=queued,
called number=9089577000,
calls in queue=8,
domain=ACD Split 3400)]Queued Event Report
(Call Queues to ACD 
Split 3400) — Event
Notification Association
FAC [CRV=96, FIE(Invoke,
Inv_id=14, Event Report,
call_id=50, party_id=2,
event=alerting,
calling number=9085766362,
called number=9089577000,
connected number=5431,
domain=ACD Split 1234,
cause value=in queue)]Alerting Event Report
(Call Alerts VRU Port
Extension 5431) — Event
Notification Association
FAC [CRV=74, FIE(Invoke,
Inv_id=14, Event Report,
call_id=50, party_id=2,
event=alerting,
calling number=9085766362,
called number=9089577000,
connected number=5431,
domain=ACD Split 1234,
cause value=in queue)]Alerting Event Report
(Call Alerts VRU Port
Extension 5431) —
Domain Control Association
(Continued on next page) 
						

							Message Scenarios
B-118Issue 6 June 1997 
FAC [CRV=96, FIE(Invoke,
Inv_id=12, Event Report,
call_id=50, party_id=2,
event=connected,
calling number=9085766362,
called number=9089577000,
connected number=5431)]Connected Event Report
(Call Connects to VRU
Port Extension 5431) —
Event Notification Association
FAC [CRV=74, FIE(Invoke,
Inv_id=18, Event Report,
call_id=50, party_id=2,
event=connected,
calling number=9085766362,
called number=9089577000,
connected number=5431)]Connected Event Report
(Call Connects to VRU 
Port Extension 5431) —
Domain Control Association
FAC [CRV=96, FIE(Invoke,
Inv_id=10, Event Report,
call_id=50, party_id=2,
event=alerting,
calling number=9085766362,
called number=9089577000,
connected num=6534,
domain=ACD Split 6500)]Alerting Event Report
(Call Delivered to Agent
6534) — Event Notification
Association
FAC [CRV=96, FIE(Invoke,
Inv_id=8, Event Report,
call_id=50, party_id=2,
event=drop,
connected number=5431,
cause=normal)]Drop Event Report
(VRU port 5431
Disconnected) — Event
Notification Association
FAC [CRV=74, FIE(Invoke,
Inv_id=2, Event Report,
call_id=50, party_id=2,
event=drop,
connected number=5431,
cause=normal)]Drop Event Report
(VRU port 5431
Disconnected) — Domain
Control Association
FAC [CRV=96, FIE(Invoke,
Inv_id=12, Event Report,
call_id=50, party_id=2,
event=connected,
calling number=9085766362,
called number=9089577000,
connected number=6534)]Connected Event Report
(Agent 6534 Answers) —
Event Notification Association
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							12. Converse Vector Command Interactions
Issue 6 June 1997
B-119
External Call to a VDN with a Converse Step that
is not Interrupted
This scenario presents the call flow for an incoming ISDN PRI call for VDN 7001 
with a converse vector command that will not be interrupted (see Figure B-42). 
The converse vector command passes both the ANI and the VDN number to the 
VRU. The VRU, after completing the session with the caller, sends the call back to 
vector processing. Along with sending the call back, the VRU also sends data 
back to the DEFINITY ECS. This data is collected in a collected digits step. An 
adjunct route is then done that sends these collected digits to the ASAI Adjunct 
processor.   The ASAI adjunct processor then routes the call to ACD Split 3456.
Note that in this scenario, vector processing requires the caller to complete the 
interaction with the VRU before any additional processing is done to the call. 
Furthermore, the Alerting Event Report sent when the call alerts the VRU port 
contains a cause value — CS3/23 (remains in queue). This is to inform the ASAI 
adjunct processor that this is a converse split.
VDN 7001 has Event Notification active and each port on the VRU has Domain 
Control active.
Figure B-42. Call Flow for a Converse Step that will not be Interrupted
Agent
Extension DEFINITY ECS
Vector P
1. Converse on Split 1234
Passing Caller and VDN
2. Collect 8 Digits
ACD Split VDN 7001
Port
9876
VRU Incoming Call
call_id=45
x4534 3456 3. Adjunct Routing
4. Wait 4 Seconds
5. Route to 0
VRU Split
1234(data passed: 11903876) 
						

							Message Scenarios
B-120Issue 6 June 1997 
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments
FAC [CRV=86, FIE(Invoke,
Inv_id=2, Event Report,
call_id=45,
event=call offered,
calling number=9085766362, 
called number=9089577001, 
domain=VDN 7001)]Call Offered
to VDN 7001
FAC [CRV=86, FIE(Invoke,
Inv_id=6, Event Report,
call_id=45, event=queued,
called number=9089577001,
calls in queue=4,
domain=1234)]Queued Event Report
(Queued in Conversant       
Split 1234) — Event 
Notification Association
FAC [CRV=86, FIE(Invoke,
Inv_id=2, Event Report,
call_id=45, party_id=2,
event=alerting,
calling number=9085766362,
called number =9089577001,
connected number=9876,
domain=ACD Split 1234 
cause_value=in queue)]Alerting Event Report
(Alerting at VRU
Port Extension 9876) —
Event Notification Association
FAC [CRV=97, FIE(Invoke,
Inv_id=6, Event Report,
call_id=45, party_id=2,
event=alerting,
calling number=9085766362,
called number =9089577001,
connected number=9876,
domain=ACD Split 1234 
cause_value=in queue)]Alerting Event Report
(Alerting at VRU
Port Extension 9876) —
Domain Control Association
FAC [CRV=86, FIE(Invoke,
Inv_id=8, Event Report,
call_id=45, party_id=2,
event=connected,
calling number=9085766362,
called number =9089577001,
connected number=9876)]Connected Event Report —
Event Notification Association
FAC [CRV=97, FIE(Invoke,
Inv_id=4, Event Report,
call_id=45, party_id=2,
event=connected,
calling number=9085766362,
called number =9089577001,
connected number=9876)]Connected Event Report —
Domain Control Association
(Continued on next page) 
						

							12. Converse Vector Command Interactions
Issue 6 June 1997
B-121
FAC [CRV=97, FIE(Invoke,
Inv_id=2, Event Report,
call_id=45, party_id=2,
event=dropped,
cause value=normal)]Drop Event Report
(VRU drops off call) —
Domain Control Association
FAC [CRV=86, FIE(Invoke,
Inv_id=2, Event Report,
call_id=45, party_id=2,
event=dropped,
cause value=normal)]Drop Event Report
(VRU drops off call) —
Event Notification Association
REG [CRV=93, FIE(Invoke,
Inv_id=4, Route,
call_id=45,
calling number=9085766362, 
called number=9089577001,
user code=11903876)]Route Request
FAC [CRV=93, FIE(Invoke,
Inv_id=7, Route Select,
called number=3456)]Route to
ACD Split 3456
REL COMP [CRV=93, FIE(Invoke,
Inv_id=6, Route End,
cause=normal)]Call Routed
FAC [CRV=86, FIE(Invoke,
Inv_id=12, Event Report,
call_id=45, event=queued,
called number=9089577001,
calls in queue=2,
domain=ACD Split 3456)]Queued Event Report
(Queued in ACD
Split 3456) — Event
Notification Association
FAC [CRV=86, FIE(Invoke,
Inv_id=14, Event Report,
call_id=45, party_id=2,
event=alerting,
calling number=9085766362, 
called number=9089577001,
connected number=4534,
domain=ACD Split 3456)]Alerting Event Report
(Call Delivered to
Agent 4534) — Event
Notification Association
FAC [CRV=86, FIE(Invoke,
Inv_id=16, Event Report,
call_id=45, party_id=2,
event=connected,
calling number=9085766362,
called number=9089577001,
connected number=4534)]Connected Event Report
(Call Connected
to Agent 4534) — Event
Notification Association
(Continued on next page) Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							Message Scenarios
B-122Issue 6 June 1997 
FAC [CRV=86, FIE(Invoke,
Inv_id=18, Event Report,
call_id=45, party_id=2,
event=drop, cause=normal,
connected number=4534)]Drop Event Report
(Agent disconnects) —
Event Notification Association
FAC [CRV=86, FIE(Invoke,
Inv_id=20, Call Ended,
call_id=45, cause=normal)]Call Terminates —
Event Notification Association
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments