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

							13. Redirection On No Answer  (RONA) Interactions
Issue 6 June 1997
B-123
13. Redirection On No Answer
(RONA) Interactions
Call to Agent with RONA
This scenario shows an incoming ISDN PRI call to VDN 7010 that is delivered to 
extension 6534 in split 6500 (see Figure B-43). The call is not answered by the 
agent at extension 6534 before the RONA timer expires. When the timer expires, 
the call is requeued to split 6500 and delivered to agent’s station 6540.
In addition, extension 6534 is placed on AUX-work when the RONA timer expires 
so that no more ACD calls are delivered to the extension. If the call had been sent 
to an Auto-Available Split (AAS) and the AAS agent or port did not answer, RONA 
would have taken the agent’s extension out of service by automatically logging out 
the extension that did not answer. If the AAS split has Domain Control active, the 
switch sends a Logout Event Report for the extension logged out.
VDN 7010 has Event Notification active over CRV 96.
Figure B-43. Call Flow for a Call where RONA Timer Expires
Agent
Extensions DEFINITY ECS
Vector H
1. Queue to Main
Split 6500
2. AnnouncementACD
Split
6500
ACD
Split
3400 VDN 7010 Incoming Call
call_id=57
x6534
x6540
3. Queue to Main
Split 3400
4. Wait 30 Seconds
5. Announcement 
						

							Message Scenarios
B-124Issue 6 June 1997 
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments
FAC [CRV=96, FIE(Invoke,
Inv_id=2, Event Report,
call_id=57,
event=call offered,
calling number=9085766362, 
called number=9089579001, 
domain=VDN 7010)]Call Offered
to VDN 7010
FAC [CRV=96, FIE(Invoke,
inv_id=4, Event Report,
call_id=57, event=queued,
called number=9089579001,
calls in queue=2,
domain=ACD Split 6500)]Queued Event Report
(Call Queues to Split
6500)
FAC [CRV=96, FIE(Invoke,
inv_id=6, Event Report,
call_id=57, event=queued,
called number=9089579001,
calls in queue=6,
domain=ACD Split 3400)]Queued Event Report
(Call Queues to Split
3400)
FAC [CRV=96, FIE(Invoke,
Inv_id=14, Event Report,
call_id=57, party_id=2,
event=alerting,
calling number=9085766362, 
called number=9089579001,
connected number=6534, 
domain=ACD Split 6500)]Alerting Event Report
(Call Delivered to
Extension 6534)
FAC [CRV=96, FIE(Invoke,
inv_id=24, Event Report,
call_id=57, event=queued,
called number=9089579001,
calls in queue=1,
domain=ACD Split 6500)]Queued Event Report
(Call Re-Queues to
Split 6500)
FAC [CRV=96, FIE(Invoke,
Inv_id=28, Event Report,
call_id=57, party_id=2,
event=alerting,
calling number=9085766362, 
called number=9089579001,
connected number=6540, 
domain=ACD Split 6500)]Alerting Event Report
(Call Delivered to
Extension 6540)
(Continued on next page) 
						

							13. Redirection On No Answer  (RONA) Interactions
Issue 6 June 1997
B-125
FAC [CRV=96, FIE(Invoke,
Inv_id=30, Event Report,
call_id=57, party_id=2,
event=connected,
calling number=9085766362, 
called number=9089579001,
connected number=6540)]Connected Event Report
(Extension 6540
Answers)
FAC [CRV=96, FIE(Invoke,
Inv_id=36, Event Report,
call_id=57, party_id=1,
event=drop,
connected number=#####,
cause=normal)]Drop Event Report
(Caller Disconnects)
FAC [CRV=96, FIE(Invoke,
Inv_id=38, Call Ended,
call_id=57,
cause=normal clearing)]Call Terminates
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							Message Scenarios
B-126Issue 6 June 1997 
Direct Agent Call with RONA
This scenario presents the call flow for an incoming ISDN PRI call to VDN 8905 
that gets routed, via direct-agent call, to extension 1234. The call is not answered 
by the agent at extension 1234 before the RONA timer expires (see Figure B-44). 
Because this is a direct-agent call, RONA redirects the call to the agent’s 
coverage path. Furthermore, the agent’s extension is placed in the AUX-work 
mode so that no more ACD calls are delivered to the agent’s extension.
If the incoming call had been sent to an Auto-Available Split (AAS) and the agent 
(or port) selected did not answer before the RONA timer expired, the call would 
have been redirected back to the split (and queued at the highest priority) for 
distribution.
Note that an Agent Status Value Query on Extension 1234 was done by the 
adjunct processor prior to selecting that agent to receive the call. At that point, 
extension 1234 was in the Auto-In mode and in the idle talk state. A second agent 
status Value Query was done after the call was redirected away from extension 
1234. Then extension 1234 was in the AUX-work mode and in the idle talk state.
Extension 1234 has Domain Control active over CRV 102. VDN 8905 has Event 
Notification active over CRV 96, and VDN 9876 is not monitored. Extension 1234 
is logged into ACD split 1200.
Figure B-44. Call Flow for a Direct Agent Call where RONA Timer Expires
Agent
Extension DEFINITY ECS
Vector R
1. Adjunct Routing VDN 8905 Incoming Call
call_id=57
x1234
2. Wait 4 Seconds
3. Adjunct Routing
4. Wait 4 Seconds
5. Busy
Vector M
1. Announcement 123
2. Collect 4 Digits
3. Route to Digits
4. Route to 0VDN 9876 
						

							13. Redirection On No Answer  (RONA) Interactions
Issue 6 June 1997
B-127
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments
FAC [CRV=96, FIE(Invoke,
Inv_id=2, Event Report,
call_id=57,
event=call offered,
calling number=9085766362, 
called number=90895789051, 
domain=VDN 8905)]Call Offered
to VDN 8905
REG [CRV=93, FIE(Invoke,
Inv_id=4, Route, call_id=57,
calling number=9085766362,
called number=9089578905)]Route Request
REG [CRV=30, FIE(Invoke,
Inv_id=7, Value Query,
domain=ACD Split 1200,
domain=Extension 1234)]Agent Status Query
on Extension 1234
REG [CRV=30, FIE(Return Result
Inv_id=7, Value Query,
work mode=auto-in,
talk state=idle)]Response to
Agent Status Query
FAC [CRV=93, FIE(Invoke,
Inv_id=7, Route Select,
called number=1234,
domain=ACD Split 1200,
direct agent call=yes)]Route to Agent
(Extension 1234)
REL COMP [CRV=93, FIE(Invoke,
Inv_id=6, Route End,
cause=normal)]Call Routed
FAC [CRV=96, FIE(Invoke,
Inv_id=14, Event Report,
call_id=57, party_id=2,
event=alerting,
calling number=9085766362,
called number=9089578905,
connected number=1234,
domain=ACD Split 1200)]Alerting Event Report
(Call Delivered to
Extension 1234)—
Event Notification Association
FAC [CRV=102, FIE(Invoke,
inv_id=18, Event Report,
call_id=57, party_id=2, event=alerting,
calling number=90895766362,
called number=9089578905,
connected number=1234,
domain=ACD Split 1200)]Alerting Event Report
(Call Delivered to
Extension 1234) —
Domain Control Association
(Continued on next page) 
						

							Message Scenarios
B-128Issue 6 June 1997 
FAC [CRV=102, FIE(Invoke,
inv_id=8, Event Report,
call_id=57,
event=call redirected)]Call Redirected Event
RONA Redirect Call to 
Coverage Path
REG [CRV=45, FIE(Invoke,
Inv_id=9, Value Query,
domain=Split 1200,
domain=Extension 1234)]Agent Status Query
REL COM [CRV=45, FIE(Return Result,
Inv_id=9, Value Query,
work mode=AUX-work,
talk state=idle)]Response to 
Agent Status Query
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							14. VDN in Coverage Path Interactions
Issue 6 June 1997
B-129
14. VDN in Coverage Path Interactions
Incoming Call routed to a Station that has a VDN
in the Coverage Path
This scenario shows the call flow for an incoming non-ISDN call that gets routed 
to extension 1234 via the adjunct routing command. Extension 1234 does not 
answer the call and the call covers to extension 9876. Extension 9876 does not 
answer the call and the third coverage point is VDN 3634 (see Figure B-45).
VDN 8905 has Event Notification active over CRV 96. Extensions 1234 and 9876 
have Domain Control active over CRV 80 and 95, respectively.
The ASAI messages generated by the Adjunct Routing vector command are also 
shown.
Figure B-45. Call Flow for an Agent who has a VDN in the Coverage Path
Stations DEFINITY ECS
Vector R
1. Adjunct Routing
VDN 8905 Incoming Call
call_id=48
x1234
x9876 2. Wait 4 Seconds
3. Adjunct Routing
4. Wait 4 Seconds
5. Busy
Vector U
1. Collect 1 Digit After
Announcement 123
2. Route to 6301 if
Digits Equal 0
3. Route to 4600VDN 3634 
						

							Message Scenarios
B-130Issue 6 June 1997 
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments
FAC [CRV=96, FIE(Invoke,
Inv_id=4, Event Report,
call_id=48,
event=call offered,
trunk group number=67,
called=8905,
domain=VDN 8905)]Call Offered
to VDN 8905
REG [CRV=100, FIE(Invoke,
Inv_id=6, Route,
call_id=48,
trunk group number=67,
called=8905,
domain=VDN 8905)]Route Request
FAC [CRV=100, FIE(Invoke,
Inv_id=5, Route Select,
called number=1234)]Route to Extension
1234
REL COMP [CRV=100, FIE
(Invoke,Inv_id=4, Route End,
cause=normal)]Call Routed
FAC [CRV=96, FIE(Invoke,
Inv_id=8,Event Report,
call_id=48,party_id=2,
event=alerting,
trunk group number=67,
called number=8905,
connected number=1234)]Alerting Event Report
(Extension 1234 Alerts) —
Event Notification Association
FAC [CRV=80, FIE(Invoke,
Inv_id=8, Event Report,
call_id=48, party_id=2,
event=alerting,
trunk group number=67,
called number=8905,
connected number=1234)]Alerting Event Report
(Extension 1234 Alerts) —
Domain Control Association
for Extension 1234
FAC [CRV=96, FIE(Invoke,
Inv_id=8, Event Report,
call_id=48,party_id=4,
event=alerting,
trunk group number=67,
called number=8905,
connected number=9876)]Alerting Event Report
(Extension 9876 Alerts) —
Event Notification Association
(Continued on next page) 
						

							14. VDN in Coverage Path Interactions
Issue 6 June 1997
B-131
FAC [CRV=95, FIE(Invoke,
Inv_id=8, Event Report,
call_id=48,party_id=4,
event=alerting,
trunk group number=67,
called number=8905,
connected number=9876)]Alerting Event Report
(Extension 9876 Alerts) —
Domain Control Association
for Extension 9876
FAC [CRV=80,FIE(Invoke,
Inv_id=8, Event Report,
call_id=48,
event=call redirected)]Call Redirected Event Report
(Call Enters Coverage VDN) —
Domain Control Association
for Extension 1234
FAC [CRV=95,FIE(Invoke,
Inv_id=8, Event Report,
call_id=48,
event=call redirected)]Call Redirected Event Report
(Call Enters Coverage VDN) —
Domain Control Association
for Extension 9876
Messages Sent by the 
Adjunct ProcessorMessages Sent
by the Switch Comments 
						

							Message Scenarios
B-132Issue 6 June 1997 
External Call to a VDN with a Forced First
Announcement that gets Routed to a Second
VDN
This section presents the call flow for an incoming ISDN PRI call for VDN 5678 
that hears a forced first announcement (see Figure B-46). After the 
announcement, the call gets routed via the Adjunct Route vector command to 
VDN 5700. The call eventually gets answered by Agent 4566 in Split 3460.
Note that no event reports are generated for the announcement. In general, ACD 
split forced first or second announcements and vector-controlled announcements 
do not generate events. However, event reports are generated for non-split 
announcements. 
VDN 5678 has Event Notification active over CRV 98.
Figure B-46. Call Flow for Call to a VDN with Announcement and Routed 
to Another VDN
DEFINITY ECS
Vector G
1. Announcement Extension 3001
2. Adjunct Routing
3. Wait 4 SecondsACD
Split
3459
ACD
Split
3460 VDN 5678 Incoming Call
call_id=37
x4566 VDN 57004. Route to 0
Vector J
1. Queue to Main Split 3459
2. Announcement Extension 4001
3. Check Backup Split 3460
4. Stop