Lucent Technologies DEFINITY Enterprise Communications Server Release 8.3 Instructions Manual

							General Information
What’s New: Network Call Redirection 5
CMS database 
changes
0
CMS database items are affected by NCR, as follows:
•DEFLECTCALLS: In the vector and VDN tables, the 
DEFLECTCALLS item includes the number of calls redirected using 
NCR through the BSR feature by using the route-to-number ~r or 
queue-to-best commands. Successful NCR attempts are pegged as 
DEFLECTCALLS.
•INTERFLOWCALLS: In the vector and VDN tables, the 
INTERFLOWCALLS item includes successful BSR interflows using 
NCR redirections
•LOOKATTEMPTS: In the vector and VDN tables, the 
LOOKATTEMPTS item includes the number of times the Lookahead 
Interflow or BSR Interflow was attempted for calls in the vector. 
Successful Lookahead Interflow or BSR attempts are also counted. 
NCR invoke attempts (Network Call Deflection or Network Call 
Transfer) are also reflected in LOOKFLOWCALLS.
•LOOKFLOWCALLS: In the vector and VDN tables, the 
LOOKFLOWCALLS item includes the number of 
INTERFLOWCALLS that were redirected by the Lookahead 
Interflow or BSR features. LOOKFLOWCALLS is a subset of 
INTERFLOWCALLS and includes LOOKATTEMPTS for the 
Lookahead Interflow or BSR interflows. With BSR interflow via 
trunk-to-trunk transfer or NCR, every LOOKATTEMPT will also be 
counted as a LOOKFLOWCALLS unless a failure occurs.
Station Call 
Transfer/ 
Conference
0
An incoming ISDN call (over a trunk with NCT PSTN service) is 
answered at the station or voice response unit (VRU or IVR). The station 
user/VRU answers the call and initiates a “station call transfer” using the 
transfer feature button or a switch hook flash. The 
DEFINITY 
automatically sends the invoke NCT
 ISDN FACility message when the 
transfer is complete, only if NCT is assigned to the incoming trunk group 
and the call is eligible for NCT — that is, if the second leg of the call has 
been set up over a trunk with the same signaling group as the incoming 
call. If the station user initiates and completes a three-way conference 
instead, the DEFINITY automatically sends an invoke NCT
 ISDN 
message when the initiating station user drops from the three-way 
conference. 
						

							What is Network Call Redirection?
6 DEFINITY® ECS R8.3 What’s New: Network Call Redirection
What is Network Call Redirection?0
Overview0Call redirection using NCR is accomplished by using either the public 
network’s NCT or NCD options. For NCD, there are two operations that 
can be used for call redirection: “retain call until alerting/connect” or “clear 
call upon invocation.” NCD is only offered outside of the United States. At 
this time, it is offered in Britain, Germany, Belgium, and France. In the 
United States, only NCT is allowed, whereas in Western Europe, only the 
NCD “clear call upon invocation” option is available. Currently, the NCD 
“retain call until alerting/connect” option is not available. 
Network Call 
Transfer
0
NCT occurs after the call is initially answered. With NCT, the DEFINITY is 
required to set up the second leg of the call and then wait for the second 
site to acknowledge before requesting the PSTN to transfer the first leg of 
the call to the second leg, and before the PSTN drops the trunks to the 
DEFINITY. The benefit is that the DEFINITY retains control over the call 
and can redirect the call using the trunk-to-trunk method should the NCT 
invocation fail. Therefore, the NCT option is the most reliable.
After the second leg of the call is initiated and acknowledged by the 
public switch, the public network joins the original ISDN caller to the 
redirected-to endpoint and then drops both the original ISDN call and the 
second leg of the call at the redirecting 
DEFINITY ECS. 
Network Call 
Deflection
0
NCD occurs before the call is initially answered. With NCD, the public 
network sets up the second leg of the call to the redirected-to location 
when the 
DEFINITY deflects the call. There are two PSTN options for 
NCD, per the ETSI standards: “retain call until alerting/connect” and 
“clear call upon invocation.” This is commonly referred to as a partial call 
reroute. The “retain call until alerting/connect” option is not widely 
available (no known PTSN offers it at this time). With this option, the 
PSTN sets up the second leg of the call and waits until an alerting 
message is received before the first leg of the call is dropped. In this 
case, if the second leg of the call fails, then the 
DEFINITY can redirect 
the call through another method (such as trunk-to-trunk connection) and 
not lose the call.  
						

							What is Network Call Redirection?
What’s New: Network Call Redirection 7
With the “clear call on invocation,” which is the only NCD operation 
currently available, the 
DEFINITY loses control of the call once the call 
has been transferred to the public network for redirection. The 
DEFINITY 
does not retain control of the call until it has been acknowledged by the 
network, so there is no alternative transfer possible if the public switch 
cannot acknowledge and transfer the call to the second location. 
Important0There may be limits placed on the number of times a call may be 
redirected over the public network. These limits are imposed by the 
public network service provider. For example, in the United States, MCI 
currently allows only one redirection per call. In Britain and France, there 
are no limits. In addition, there may be additional charges associated with 
redirected calls.
Additionally, some public network service providers do not support 
forwarding of User-to-User Information (UUI), including ASAI User data, 
collected digits, VDN name, the VDN in-time (as reflected by the 
NETINTIME database items), and the UCID. This means that Information 
Forwarding will be lost and the second leg of the redirected call will look 
like an entirely new call to the redirected-to 
DEFINITY at the second 
location. What is lost is the VDN name, which is originally called service 
(DNIS) information. The indication that the call has been forwarded can 
be achieved by using dedicated VDNs for call forwarding, but it does 
reduce the benefits of information forwarding inherent in NCR. Also, this 
option limits CTI applications as there is no ASAI information or UCID 
forwarded.
Important0At this time, no PSTNs are offering the Network Call Deflection “retain 
call until alerting/connect” operation. Therefore, only the Network Call 
Deflection “clear call upon invocation” offer is available from PSTNs. Both 
methods are described in this document. It is advised that you negotiate 
with your PSTN as the NCR feature will work on either platform. NCR is 
limited by which PSTN platform is available to you.  
						

							Implementation
8 DEFINITY® ECS R8.3 What’s New: Network Call Redirection
Implementation0
Overview0The NCR feature uses either the Network Call Transfer (NCT) or Network 
Call Deflection (NCD) operations provided by the PSTN to redirect an 
incoming ISDN call from a 
DEFINITY Enterprise Communications 
System (ECS) to another PSTN endpoint. In the call center environment, 
NCR is intended for multi-site configurations where ISDN calls are 
interflowed between 
DEFINITY Enterprise Communications Systems 
(ECSs) over the PSTN by Best Service Routing feature’s queue-to-
best 
vector step, which is the best approach for administration.
The NCR feature can also be used to redirect an incoming ISDN call by 
either of the following methods:
•as a substitute for the Lookahead Interflow or non-attendant call 
vectoring 
•attendant call vectoring, by using the route-to-number vector 
step to have the network redirect the call
•ASAI Third-Party Merge/Call Transfer Operation (Network Call 
Transfer only)
•station transfer by DCP set Transfer button/hangup or switch hook 
flash transfer by hangup
•station transfer by DCP set Conference button, in which the 
conferencing (middle) party connects the two calls and then hangs 
up
The NCR feature is designed to optimize the rerouting of ISDN calls over 
the public network since no 
DEFINITY ECS trunks are retained at the 
redirecting 
DEFINITY after the call is rerouted.
Additionally, NCR may be activated and tracked with ASAI/CTI. The ASAI 
event reporting capabilities allow tracking of the NCR-redirected calls by 
their Universal Call ID or ASAI User-to-User Information.
Before you start: 
Platform
0
Network Call Redirection is a new DEFINITY ECS feature available 
starting with the Release 8.3 ECS. Full administration support of the 
feature is provided with the 
DEFINITY ECS R8.3 SAT. For detailed 
information, see “Before you start: Platform” on page 2 of this document. 
						

							Implementation
What’s New: Network Call Redirection 9
NCR activation 
using 
DEFINITY 
ECS Call 
Ve c t o r i n g
0
If NCR is activated using either the route-to-number
 or queue-to-
best
 vector steps, either the NCT or the NCD options may be used to 
redirect an incoming call while the call is still being processed by the 
DEFINITY ECS vector. 
The NCR feature is activated by 
DEFINITY call vectoring if:
•The Best Service Routing feature selection of a “best location” has 
been administered with the Net Redir? option set to Y on the BSR 
Application Table form (with both BSR and LAI active), followed by 
the execution of the queue-to-best vector step (see 
“Administration” in this document).
•The route-to-number vector step is administered with a ~r as 
the first item in the number field (with or without the LAI option set to 
“Y” or with Attendant Call Vectoring active — the administration for 
~r in route-to-number vector steps will be supported by R3V9 
CMS and Version 9 Visual Vectors).
Until R3V9 CMS is available, the ~r in the route-to-number
 
vector steps must be administered directly on DEFINITY, and these 
vectors cannot be accessed by CMS or Visual Vectors. BSR vectors 
can be administered on R3V6 or later CMS.
NCT0If the NCT feature is enabled for the trunk over which an incoming call is 
routed to the 
DEFINITY, then NCR redirection will be attempted only if a 
CONNect ISDN message (answer supervision) has been sent to the 
public network for the original call. Any vector step of this type, such as 
wait hearing music or collect 
x digits (refer to the list below) will send the 
CONNect ISDN message to the public network and NCR will be 
attempted with either the route-to-number
 or queue-to-best
 
vector steps. If none of the vector steps listed below have been executed, 
then the 
DEFINITY will automatically send a CONNect ISDN message to 
the public network 
before call transfer is requested from the PSTN. This 
will start PSTN charging for the call, which is done after the second leg 
call is established.
If NCT is used, a second call is set up by the redirecting 
DEFINITY to 
redirect the call using the public network. 
NOTE: 
						

							Implementation
10 DEFINITY® ECS R8.3 What’s New: Network Call Redirection
NCT call success0With NCT, a call transfer is considered to be successful if:
•The public network responds to the FACility message that requested 
the NCT operation with a FACility message to the requesting 
DEFINITY indicating “PSTN success.” The requesting DEFINITY 
should then receive a DISConnect message for both the first and 
second leg of the call after the original call and the second leg are 
joined by the PSTN.
•If the public network responds with a “PSTN failure” FACility 
message to the requesting 
DEFINITY, which will result in a trunk-to-
trunk connection between the first leg of the call and the second leg 
of the call. 
DEFINITY vector call processing considers this to be 
successful for the NCR attempt because the original call was not 
lost; however, a vector event will be generated indicating that the 
NCT public network operation failed, and this call will not be 
indicated as “deflected” in CMS.
NCD0NCD may only be activated if a CONNect ISDN message has not been 
sent to the public network for the call; this is call answer supervision. In 
that case, the following vector steps should 
not be used by a vector in 
prior steps if the NCD feature is going to be used for NCR:
•wait hearing music
•collect x digits
•announcement
•converse-on split
If NCD is used, the 
DEFINITY does not set up a second call to redirect 
the call on the public network, and only the incoming ISDN D-channel is 
used by the public network to redirect the call. The second call is actually 
set up by the public network.
NCD call success0With NCD, an NCR attempt is considered successful if:
•The public network has validated the NCR request and returned a 
call reroute return result in a DISConnect message to the 
requesting 
DEFINITY for the first leg of the call when the NCD “clear 
call on invocation” public network service has been subscribed to for 
the incoming ISDN call’s trunk group. This indicates invoke success.
•The public network has sent a call reroute return result 
indication in a FACility message, followed some time later by a 
DISConnect message (for the first leg of the call) to the requesting 
DEFINITY when the NCD “retain call until alerting/connect” 
operation has been subscribed to for the incoming ISDN call’s trunk 
group. The DISConnect is sent after the PSTN has successfully set 
up the second leg of the call; that is, the public network has received 
an ALERTing or CONNect ISDN message from the redirected-to 
public network endpoint. This indicates successful call deflection. 
						

							Implementation
What’s New: Network Call Redirection 11
NCR and ASAI0NCR is activated by ASAI call processing when the Third-Party 
Merge/Call Transfer operation is requested by a CTI operation. This 
occurs in the following manner:
1. This is typically initiated by the CTI user selecting an icon, menu 
item, or button to transfer an incoming ISDN call to another user on 
the public network. 
Since the incoming ISDN call must be connected to a station user 
before the Third-Party Merge/Call Transfer operation was 
requested, NCR can only initiate the call redirection if NCT is 
optioned on the trunk. 
2. If a call arrives at an ASAI monitored VDN and either the NCT or 
NCD feature is used, then ASAI will send appropriate information in 
the disconnect event to tell the application that the call has been 
redirected by NCR.
ASAI event reporting allows tracking of ISDN ACD calls that were 
redirected by NCR in a multi-
DEFINITY ECS call center environment. 
These calls can be tracked by the UCID assigned to each call, or by the 
UUI information inserted by the application through either the Third Party 
Make Call or Adjunct Routing features.
Station Call 
Transfer/ 
Conference
0
The following steps provide additional information about NCR activation 
using station call transfer or conference:
1. An incoming ISDN call (over trunk with NCT PSTN service) is 
answered at the 
DEFINITY station/VRU line port.
2.A station or ACD agent user initiates “station call transfer” using 
feature button or switch-hook flash
3. VRU (out of vector processing) initiates “station call transfer” using a 
switch-hook flash.
4. The 
DEFINITY automatically sends an “invoke NCT” ISDN FACility 
message when the transfer is completed after the second leg is set 
up.
5. If the station user initiates and completes a three-way conference 
instead, the 
DEFINITY automatically sends an “invoke NCT” ISDN 
message when the initiating station/VRU user drops from the three-
way conference.
The initiator (station/agent user or VRU) dials the second leg connection 
by using an access code plus the PSTN number after initiating the 
transfer. The access code must select an idle outgoing trunk in a trunk 
group with the same signaling group as the incoming call with NCT 
active. The transfer is completed when the Transfer button is pressed or 
the initiator hangs up. 
						

							Administration
12 DEFINITY® ECS R8.3 What’s New: Network Call Redirection
Administration0
Overview0This section describes how NCR is administered on the DEFINITY ECS.
NCR activation 
by BSR vector 
call processing
0
Network Call Redirection of ISDN calls will be attempted if the following 
vector administration has occurred within Best Service Routing. Network 
Call Redirection on the 
DEFINITY Customer Options form must have 
been set to Y for this installation to be able to administer NCR:
1. An incoming ISDN call has entered 
DEFINITY vector processing.
2. The call may or may not encounter a vector step, such as an 
announcement, that causes an “answer” ISDN message (the ISDN 
CONNect message) to be returned to the trunk associated with the 
call.
3. The call has encountered one or more consider location
 BSR 
vector steps that returned valid data (such as Expected Wait Time) 
and then executed a queue-to-best
 BSR vector step.
4.
DEFINITY BSR call processing has determined that the call should 
be interflowed to one of the remote BSR locations previously 
considered as the best location.
5. The interflow VDN number in the BSR Application Table associated 
with the best location has been administered with the Net Redir?
 
field set to Y
.
6. The administered interflow number is the public network phone 
number (without trunk/ARS/AAR access codes) that reaches the 
remote call center site. The long-distance access (dial “1” in the 
United States) may also be required depending on the PSTN 
requirements for the trunk group. This number is used during the 
invoke process differently depending on which redirection service is 
available from the public network service provider.
7. With call vectoring activation of NCR, either NCT or NCD will be 
initiated based on which type of redirection is administered to the 
trunk group for the incoming call. In either case, a FACility message 
is sent to the public network over the D-channel associated with the 
incoming trunk to invoke redirection of the call. 
						

							Administration
What’s New: Network Call Redirection 13
A successful NCR completion (when the PSTN indicates a successful 
NCT invoke) will terminate vector call processing while the original call is 
connected through the interflowed to call center site by the public 
network. CMS will track this as a successful network call redirection for 
the call.
An 
unsuccessful NCR attempt (NCD invoke failure or NCT secondary call 
failure) results in vector processing going to the next step in the vector 
following the queue-to-best
 vector step. NCT invocation failure after 
the second call is established results in the 
DEFINITY reverting to the 
trunk-to-trunk call connection.
Network Call 
Transfer
0
The following steps are used when NCT is used for network call 
redirection:
1. The call arrives at the first location.
2. The call is processed by a vector that has a ~r
 in the leftmost two 
character positions in the number field or the Network Redir?
 
field on BSR Application Table form is set to Y
 for the location 
specified in the consider
 step for the active VDN application. 
3. The 
DEFINITY sends the call to the public network.
4. The public network switch sets up the second leg of the call and 
passes the codeset 0 UUI information in the SETUP message if this 
is supported.
5. The 
DEFINITY “tells” the public switch to transfer the call over the 
public network.
6. The public network merges the second leg of the call to the second 
site and drops the 
DEFINITY. With NCT, at this point, if the second 
call fails, the 
DEFINITY can pick up the call again and attempt trunk-
to-trunk transfer. 
						

							Administration
14 DEFINITY® ECS R8.3 What’s New: Network Call Redirection
Sample Vectors0The following vectors are examples of vectors administered using the 
route-to-number
 command to use NCR:
Sample BSR Vector:
1. wait 2 seconds hearing ringback
2. consider skill 1 pri b adjust-by 0
3. consider location 1 adjust-by 0
4. consider location 2 adjust-by 0
5. queue-to-best
Sample ACD Vector:
1. wait 0 seconds hearing ringback
2. goto step 4 if skill oldest-call < 30 secs
3. route-to number ~r13035403001
4. queue-to skill 35 priority m
5. ...
Sample Attendant Vector:
1. goto step 6 if time-of-day is all 17:00 to 09:00
2. wait 0 seconds hearing ringback
3. queue-to attd-group
4. wait 999 secs hearing music
5. stop
6. route-to number ~r13035551002