Lucent Technologies DEFINITY Enterprise Communications Server Release 8 Guide To ACD Call Centers

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-97 Information Forwarding 
3
Considerations
— Enhanced information forwarding has been tested with several major carriers. To 
find out if these capabilities work with your carrier, check with your account team 
for the most current information. If testing has not been done to verify operation 
over the public networks involved with the preferred specific configuration, use of 
private ISDN trunking between the nodes should be assumed until successful 
testing has been completed.
— Any switch that acts as tandem node must have priorities assigned to the Shared 
UUI features for non-QSIG trunk groups. Even if this switch does not create 
anything, the priorities must be set correctly to pass the information along. For 
more information, see the Troubleshooting section.
—The Send codeset 6/7 LAI
 trunk group option operates independently of 
the UUI IE Treatment
 trunk group option. However, if you turn both of these 
options on, you’ll send the same information twice and possibly exceed the 
maximum ISDN message size. The DEFINITY ECS/switch provides a warning 
message when both options are administered. There are two ways to correct when 
the user data exceeds the maximum message size, either: 
nput a blank in the priority fields for VDN Name
 and Other LAI 
Information
 on the Shared UUI Feature Priorities form, or 
ndisable the Send codeset 6/7 LAI
 option. 
— For non-QSIG or QSIG trunk groups to the DEFINITY ECS R6.3 (or newer) that 
require information forwarding, the UUI IE Treatment
 should be shared
 
and the Send Codeset 6/7 LAI IE
 should be n
. For more information, see 
the DEFINITY
® Enterprise Communications Server Call Vectoring/EAS Guide 
(555-230-521).
— Information transported via the Shared UUI is DEFINITY-proprietary; the 
information will not work with switches other than the DEFINITY ECS/switch 
unless these switches adhere to the proprietary encoding.
Troubleshooting
The following troubleshooting hints should be reviewed when information is not 
forwarded, even though you received no error messages while administering the Shared 
UUI feature, and all software and connections meet the minimum requirements:
— If DCS is used, make sure all ISDN trunks between the DEFINITY ECS/switch 
used for DCS or remote AUDIX are configured in the D-channel mode.
— For each ISDN trunk administered with the Shared UUI option, make sure the UUI 
size does not exceed the UUI IE size that the network can support.
— For all non-QSIG ISDN trunks, make sure the UUI IE Treatment
 field is set 
to shared
.
— Make sure trunk group options are set correctly for the application and 
configuration. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
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— Applications may fail on networks supporting limited UUI transport. 
Administration determines which application’s UUI will be transported in these 
cases. If a given application is failing, first check the administration to determine if 
the application in question has the highest priority. This applies to tandem nodes as 
well as originating nodes. 
Applications that originate UUI on tandem nodes can request that assigned 
priorities at the tandem node be applied to the resulting UUI. Therefore, it is 
possible for a tandem node to erase UUI information received from the originator. 
In other words, passing UUI through a tandem node transparently, as required for 
UUS Service 1, does not apply to the proprietary shared UUI procedures of the 
DEFINITY ECS/switch. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-99 Intraflow and Interflow 
3
Intraflow and Interflow
Intraflow and Interflow allow you to redirect ACD calls from one split to another split 
when the splits are not vector-controlled. Intraflow redirects calls to other splits within the 
system using Call Coverage or Call Forwarding All Calls. Interflow redirects calls to an 
external split or location using Call Forwarding All Calls.
Intraflow
Use Call Coverage with Intraflow to redirect ACD calls from one split to another 
conditionally, according to the coverage path’s redirection criteria. For example, you can 
define a split’s coverage path to automatically redirect incoming ACD calls to another 
split when a terminal is busy or unanswered. You can redirect calls to less busy splits, for 
more efficient call handling.
Use Call Forwarding with Intraflow to unconditionally forward a split’s calls.
Interflow
Interflow allows you to redirect ACD calls from a split on one switch to a split on another 
switch or external location. Use Call Forwarding All Calls with Interflow to 
unconditionally forward calls directed to a split extension to an off-premises location. 
Calls can be forwarded to destinations off the PBX (that is, phone numbers on the public 
telephone network). You cannot use Call Coverage with Interflow. If a coverage point 
station or split is forwarded/interflowed, it is taken out of the coverage path.
For details on how to forward calls to an external extension, refer to DEFINITY ECS 
Administrator’s Guide. See ‘‘
Call Vectoring’’ on page 3-61 and ‘‘Look-Ahead Interflow’’ 
on page 3-102 for information on advanced Interflow capabilities. Refer to DEFINITY 
ECS Administrator’s Guide for information on Call Coverage redirection criteria. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-100 Intraflow and Interflow 
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How to Administer Intraflow and Interflow
Detailed Description 
Assign an inflow threshold for each split receiving Intraflow and Interflow calls. This 
threshold prevents a split from receiving new ACD calls if the oldest call in the queue has 
been there longer than the threshold. If an ACD call is forwarded or redirected through 
Call Coverage, but cannot be routed to another split or coverage path point, it remains in 
queue at the original split even though coverage tone may be heard. 
For a split with Intraflow and Call Coverage assigned, you can also assign Priority on 
Intraflow. When an ACD call intraflowing from a split with Priority on Intraflow to a 
covering split enters the split’s queue, that call is placed ahead of nonpriority calls but 
behind other priority calls already in the queue. All priority calls are answered before any 
nonpriority calls.
Calls intraflowed via Call Coverage to a covering split are never connected to the first 
delay announcement at the covering split. Calls redirected via Call Forwarding receive the 
delay first announcement at the forwarded-to split, but never receive a forced first 
announcement.
As an illustration of how Intraflow works, assume the following:
nA call is intraflowed from split 1 to split 2 via Call Coverage.
nSplit 1 is assigned priority on intraflow.
nSplit 2 has a queue with three priority calls and four nonpriority calls.
nSplit 2 has an inflow threshold of 90 seconds and the oldest call in queue at split 2 
has been in queue for 60 seconds.
Table 3-27. Required Forms
Form Field
Feature-Related System 
ParametersnCoverage — Don’t Answer Interval for Subsequent 
Redirection
Feature Access Code (FAC)nCall Forwarding Activation
nCall Forwarding Deactivation
Hunt GroupnInflow Threshold
nPriority on Intraflow
Coverage PathsnDon’t Answer
nBusy
nNumber of Rings 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-101 Intraflow and Interflow 
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nSplit 2 has been assigned a second delay announcement and has a second delay 
announcement interval of 45 seconds.
nMusic-on-Hold is provided.
When the call is intraflowed from split 1 to split 2, the call is placed in the split 2 queue as 
the fourth priority call, ahead of the four nonpriority calls. The call stays in the queue for 
45 seconds and is still not answered. Then the call is connected to the second delay 
announcement for split 2. After the announcement, the caller hears music until an agent 
answers the call. 
You can assign a Coverage ICI button to an agent’s multiappearance phone. The agents 
use the button to identify a call that is intraflowed from another split. When an agent 
receives such a call, the button lamp lights.
Considerations
The same coverage path can be used for as many splits as desired. You should administer 
redirection criteria for a split’s coverage path so that calls are redirected under Busy or 
Don’t Answer conditions. Do not use All or Send All Calls as redirection criteria.
Interactions
nCall Coverage
All splits with the same coverage path are automatically assigned the same Don’t 
Answer Interval. The default Don’t Answer Interval is 2.
If Intraflow via Coverage is active, the Coverage Don’t Answer Interval associated 
with Call Coverage begins when a call enters the split queue. 
If the Coverage Don’t Answer interval expires before either of the two 
delay-announcement intervals expires, a call is redirected to coverage. If either of 
the delay-announcement intervals expires before the Coverage Don’t Answer 
interval, the call is connected to a delay announcement, if available.
If no coverage point is available to handle a call, a call remains in queue and may 
then be connected to a delay announcement. 
nTemporary Bridged Appearance
If an ACD call is routed to a split agent but is intraflowed to another split before 
being answered, the Temporary Bridged Appearance at the agent’s terminal or 
console is no longer maintained. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-102 Look-Ahead Interflow 
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Look-Ahead Interflow
Use Look-Ahead Interflow to balance the load of ACD calls across multiple locations. 
With Look-Ahead Interflow, you can optionally route a call to a backup location based on 
your system’s ability to handle the call within parameters defined in a vector. In turn, the 
backup system can accept or deny the call also based on parameters defined in a vector.
Look-Ahead Interflow requires end-to-end ISDN connections, and it works over private 
and public networks.
Look-Ahead Interflow can:
nproduce First in First Out (FIFO) or near FIFO call routing
nprovide globally-supported information forwarding over public or private ISDN 
(PRI and BRI) networks using non-QSIG or QSIG protocols. For more 
information, see ‘‘
Information Forwarding’’ on page 3-93.
NOTE:
The rest of this section assumes you will read the DEFINITY® Enterprise 
Communications Server Call Vectoring/EAS Guide (555-230-521) for a detailed 
description of Look-Ahead Interflow and its uses. The guide contains information 
that is critical to the effective and efficient use of this feature.
How to Administer Look-Ahead Interflow
See ‘‘Call Vectoring’’ on page 3-61 for associated Call Vectoring administration.
Table 3-28. Required Forms
Form Field
System Parameters 
Customer-OptionsnVectoring (Basic)
nISDN-PRI
nLookahead Interflow
Trunk Group (ISDN)n Outgoing Display
nCodeset to Send TCM, Lookahead
nSupplementary Service Protocol
nUUI Treatment
Feature-Related System 
ParametersnInterflow-Qpos EWT Threshold
ISDN Numbering - 
Public/UnknownnExt Len
nExt Code
nCPN Prefix
Call VectornComplete a form for each Look-Ahead Interflow 
vector 
						

							DEFINITY ECS Release 8
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nSystem-Parameters Customer-Options — For full functionality, options must be 
enabled at both the sending and receiving switches. If Look-Ahead Interflow is not 
optioned on the receiving switch, interflow still results on a look-ahead basis. 
However, the forwarded Dialed Number Identification Service (DNIS) (sending 
switch VDN name) information is ignored and tandem Look-Ahead Interflow is 
not provided.
nTrunk Group Form (ISDN) — If you do not want the call originator’s display to 
update on each Look-Ahead Interflow call attempt, look-ahead calls should be 
routed over trunk groups with the Outgoing Display
 field set to n
.
nFeature-Related System Parameters Form — Administer the Interflow-Qpos 
EWT Threshold
 field when working with enhanced Look-Ahead Interflow. 
Any calls that will be answered before this threshold will not be interflowed 
(therefore saving CPU resources).
nISDN Numbering - Public/Unknown Form — Administer a CPN Prefix for each 
Vector Directory Number (VDN) that maps to a vector used to place Look-Ahead 
Interflow calls. If you do not, a Look-Ahead Interflow DNIS of all blanks displays 
on the answering agent’s phone.
For private network non-QSIG connectivity with direct facilities between the DEFINITY 
ECS/switch, administer Look-Ahead Interflow DS1/E1 circuit packs with Country 
Protocol Option 1 independent of the country where the system is located. 
Considerations
nLAI has been tested with several major carriers. To find out if these capabilities 
work with your carrier, check with your account team for the most current 
information. If testing has not been done to verify operation over the public 
networks involved with the preferred specific configuration, use of private ISDN 
trunking between the nodes should be assumed until successful testing has been 
completed.
nAll calls routed over ISDN facilities by a route-to number with cov n
 or 
route-to digits with cov n
 vector command on a switch where Look-Ahead 
Interflow is enabled are treated as Look-Ahead Interflow call attempts.
A vector may route a call over an ISDN facility to a destination that is not a VDN. 
The sending switch processes this call as a Look-Ahead Interflow call even though 
it is not. ISDN processing at the receiving switch causes the call to always be 
accepted. However, the DNIS and any other information in the Look-Ahead 
Interflow information forwarded with the call are ignored.
nUntil the lookahead attempt is accepted by the receiving switch, the caller 
continues to hear any feedback applied by the sending switch vector and will 
remain in any split/skill queues.
nRoute-to number with coverage y
 or route-to digits with coverage y
 
commands never result in a Look-Ahead Interflow call attempt. The sending end 
assumes the call is always going to be accepted. This command always completes 
the call. Moreover, the command should not be used if the vector at the receiving 
switch might deny the call, since the caller in this case would be given a busy  
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-104 Look-Ahead Interflow 
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signal or would be disconnected. Use this command with coverage y only when 
you want unconditional interflow (with Look-Ahead Interflow active) and the 
terminating switch is set up accordingly.
nAudible feedback may be provided to the caller before interflow is attempted. 
Therefore, another audible feedback from the receiving switch may confuse the 
caller. For example, a caller hearing ringback on the sending switch may be 
confused if music is applied suddenly when the call interflows to the receiving 
switch.
nFor backward compatibility of LAI applications between the DEFINITY ECS R6.3 
and older DEFINITY switches, leave the “Send Codeset 6/7 LAI IE” option on the 
Trunk Group form set to its default y
. Existing LAI applications will continue to 
operate as before, even after you upgrade.
You can use enhanced LAI available in the DEFINITY ECS R6.3 (and newer), 
without any network or trunk administration changes, by adding the interflow-qpos 
conditional to original LAI vectors (the conditional applies only to calls in queue). 
The DEFINITY ECS does not have to have R6.3 (and newer) software to receive 
LAI calls from another DEFINITY ECS with the R6.3 software. However, if both 
the local and remote switches in LAI applications are upgraded to the DEFINITY 
ECS R6.3 (and newer), Enhanced Information Forwarding and Best Service 
Routing capabilities can also be used. However, the interflow-qpos conditional is 
not necessary for enhanced information forwarding.
Interactions
nAAR/ARS 
ISDN facilities used to provide Look-Ahead Interflow to a VDN on another switch 
in a private network can use the AAR feature if private facilities are to be used for 
call routing.
nAgent Terminal Display
If collected digits are forwarded with an interflowed call, the forwarded digits are 
displayed to the answering agent (unless they’re overridden with newly collected 
digits).
nAttendant Control of Trunk Group Access
Calls will not route over a trunk with Attendant Control of Trunk Group Access 
set.
nAuthorization Codes
Authorization Codes must not be required for interflow routing. Assign a high 
enough FRL to the VDN so that the route desired for routing interflow calls can be 
used without requiring an Authorization Code entry. If a route choice is 
encountered that requires a higher FRL, the interflow is considered an invalid 
destination (rejected for Look-Ahead Interflow or not available for standard 
interflow) without the application of recall dial tone.
nBCMS
BCMS does not log LAI attempts, nor does it report accumulated in-VDN time. 
						

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nCall Detail Recording — Sending Switch
No Ineffective Call Attempt or Outgoing Call CDR records are generated for 
vector rout e-to commands that are unsuccessful including denied Look-Ahead 
Interflow attempts.
If a local (on-switch) call to a VDN generates a Look-Ahead Interflow call attempt 
that is accepted, and answer supervision is returned from the receiving switch, then 
one Outgoing Call CDR record is generated with the originating extension as the 
calling number.
If an incoming (off-switch) call to a VDN generates a Look-Ahead Interflow call 
attempt that is accepted, and no answer supervision is returned from the receiving 
switch, then one incoming CDR record is generated. The VDN is the called 
number, and the duration is from the time answer supervision was provided to the 
incoming trunk.
If an incoming (off-switch) call to a VDN generates a Look-Ahead Interflow call 
attempt that is accepted, and answer supervision is returned from the receiving 
switch, then two incoming CDR records are generated:
— An incoming record with the VDN as the called number and the duration as 
the time since answer supervision was provided to the incoming trunk. This 
is generated if the call is initially answered in the sending switch before 
interflow takes place.
— An outgoing record containing the incoming trunk information as the 
calling number and the dialed digits and the outgoing trunk information as 
the called number.
nCall Detail Recording — Receiving Switch
On the receiving switch, an incoming Look-Ahead Interflow call is treated like any 
other incoming vector call.
If answer supervision is returned by the vector, and the call is never terminated to 
another destination, then the VDN extension is recorded as the called number in 
the CDR record.
If the call terminates to a hunt group, then the VDN, hunt group, or agent extension 
is recorded as the called number. If the Record VDN in Record
 field of the 
Feature Related System Parameters is y
, then the VDN extension overrides the 
Call to Hunt Group - Record
 administration option for vector calls.
nCall Prompting
Digits collected at the sending switch, no matter how they are collected 
(caller-entered, ASAI provided, CINFO provided, etc.) are forwarded with 
interflowed calls and available at the remote switch via information forwarding. 
For more information, see ‘‘
Information Forwarding’’ on page 3-93.
NOTE:
Dial-ahead digits are not forwarded with the call. There is a maximum of 16 
forwarded digits. 
						

							DEFINITY ECS Release 8
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nCentralized Attendant Service 
A centralized attendant can be a Look-Ahead Interflow destination.
nDisplay - 27 Character
The VDN name (part of the LAI information forwarded with calls) can be up to 15 
characters long. Any characters over this limit will be dropped.
nFacilities Restriction Level and Traveling Class Marks
The FRL for interflow over ARS/AAR route choices is assigned to the original 
VDN used for the incoming call.
nIncoming Call Management
The adjunct routing capabilities of vectoring can be used at the sending switch to 
determine if a call should be interflowed. Adjunct routing at the receiving switch 
can be used to tandem the call to a far-end switch.
If the call terminates to a trunk (tandem), then two CDR records are generated:
— An incoming record with the VDN as the called number and the duration as 
the time since answer supervision was provided to the incoming trunk.
— An outgoing record containing the incoming trunk information as the 
calling number and the dialed digits and the outgoing trunk information as 
the called number.
nLucent Distributed Networking - Manufacturers Specific Information (MSI)
LAI (whether enhanced or not) may not function with systems from other vendors 
(unless that vendor develops a corresponding capability that works with the 
DEFINITY ECS/switch).
nNetwork Access
LAI operates over public, private, or virtual private (for example, SDN) 
ISDN-BRI and -PRI networks that meet minimum network requirements.
The sending of a Look-Ahead Interflow codeset 6/7 information element is 
counted toward Message Associated User-to-User Information (MA-UUI) counts.
nQSIG
LAI and information forwarding function over QSIG trunk facilities if the remote 
locations are the DEFINITY systems. You may get LAI call control functionality 
with other vendors if the DEFINITY ECS/switch is the starting point.
nRedirect on No Answer (RONA)
Calls redirected to a VDN by RONA can be subsequently processed and routed by 
LAI applications. 
nService Observing
You can observe a call in LAI processing via VDN observing throughout the life of 
the call (as long as the call is still connected through the local DEFINITY ECS). 
All current restrictions on Service Observing still apply. Incoming calls can be 
service observed at the remote switch.