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 
3-127 Redirection on No Answer 
3
When a call is redirected via ASAI Redirect Call, the RONA timer is canceled.
nAttendant return call
If an attendant extends a call to an ACD split or VDN for which the return call 
timer is not activated, the call does not interact with RONA. The Attendant Return 
Call Timer is not set if an attendant extends the call to another attendant. 
nAUDIX Transfer
RONA applies to a call transferred by AUDIX to an ACD split. 
A redirected call to AUDIX does not go to split or agent coverage after it is 
transferred out of AUDIX. If RONA times out on this type of call, the call cannot 
be redirected.
Table 3-36. RONA/ASAI Events
Stage of Call ASAI Event ASAI Associations
1. RONA timeout
Logout (for AAS) Domain (agent) control
2. Call redirected to 
splitCall redirected Domain (station) control (for agent ext call 
is leaving)
Call queued (only if the call 
queues)Domain (station) control, (for new agent & 
for internal originator) call control, 
notification
3. Call redirected to 
VDN processingCall redirected Domain (station) control (for agent ext that 
call is leaving)
Call redirected (only if call is 
redirected to a VDN with 
Notification active)Notification
Call offered to Domain Notification (VDN)
4. Call delivered to 
agentAlerting Domain (station) control, (for new agent & 
for internal originator) call control, 
notification
5.Call routed to split’s 
coverage pathCall redirected followed by 
existing operation of ASAI 
EventsDomain (station) control (for agent ext that 
call is leaving)
6. Infinite feedback to 
callerCall redirected Domain (station) control (for agent ext that 
call is leaving)
7. Continue vector 
processingCall redirected followed by 
existing ASAI eventsDomain (station) control (for agent ext that 
call is leaving redirecting to VDN)
8. Call routed to direct 
agent’s coverage 
pathCall redirected followed by 
existing operation of ASAI 
eventsDomain (station) control (for agent ext that 
call is leaving) 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-128 Redirection on No Answer 
3
nAutomatic answering
If an agent with automatic answering receives a call with zip tone instead of 
ringing, RONA timing is canceled. 
nCall Coverage 
Direct Agent calls are redirected to the agent’s coverage path if a path is 
administered. A temporary bridged call appearance is not maintained for a call 
directed to an ACD hunt group or VDN, or for a Direct Agent call. 
When a call is redirected to an ACD split or direct agent logical ID as a point in the 
coverage path via Expert Agent Selection (EAS), the Coverage Subsequent 
Redirection/CFWD No Answer timer is started on the call. Covered calls go to the 
next point in the split’s coverage path. 
If no other point is available to accept the call, the call remains queued or 
continues to ring the current coverage point. When RONA times out at the 
coverage point, the following occurs:
— RONA does not reset the Subsequent Redirection/CFWD No Answer 
timer. The timer that expires first controls the call.
— If the coverage point for a covered call is a direct agent logical agent ID 
whose split has RONA, and if RONA times out first, the call is sent to the 
next point in the split’s coverage path, not to the agent’s coverage path. The 
Subsequent Redirection/CFWD No Answer timer is reset when the call is 
redirected to the next coverage point.
— If RONA was applied to an ACD call that was a previously redirected 
coverage call (that is, the RONA split was a point in the coverage path), 
RONA is used to requeue the call as specified for a noncovered call. 
However, the call is not designed to go to split coverage or forwarding. The 
Subsequent Redirection/CFWD No Answer timer is reset if RONA 
requeues the call to the RONA split. Both the RONA timer and Subsequent 
Redirection/CFWD No Answer timer are reapplied. 
— If RONA applies to an ACD call that was a previously-redirected coverage 
call (for example, the RONA split was the second point in the coverage 
path), the call is redirected to the next coverage point in the principal’s 
coverage path if the call cannot be requeued to the RONA split. The 
Subsequent Redirection/CFWD No Answer timer is reset.
— If no other point in the coverage path exists or other points are unavailable, 
the split-covered call that cannot be requeued or the direct-agent-covered 
call receives call-cannot-be-redirected handling.
nCall Detail Recording (CDR)
When an agent is assigned to be recorded on the CDR record as the called number, 
the RONA redirected-to answering destination is recorded as the final called 
number. You can administer CDR to record the VDN, the hunt group, or the 
answering agent as the called number. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-129 Redirection on No Answer 
3
nCall Forwarding All
If an adjunct Direct Agent call is made to an agent’s extension that has Call 
Forwarding All assigned and it is redirected by RONA, the call follows the agent’s 
coverage path.
A call forwarded via Call Forwarding to a split or logical agent ID with RONA is 
sent to the principal’s coverage path instead of going to the split’s coverage path (if 
the call cannot be requeued) or to the agent’s coverage path (for a Direct Agent 
call) on RONA redirection. 
nCall Pickup
A member of an agent’s pickup group can pick up an ACD call that is being timed 
for RONA. RONA is cancelled.
nCall Vectoring
RONA applies to vector-controlled ACD splits when calls are queued via the 
queue-to split, or converse-on split, or check split commands. Also, RONA applies 
to nonvector-controlled and vector-controlled ACD splits when calls are routed to 
the split via a route-to or a messaging split command. Basic Call Vectoring handles 
an AAS with all agents logged out as unavailable and skips the relevant step, just 
as it does for a split with all queue slots busy. With an adjunct routing or route-to 
with coverage step that routes to a vector-controlled split with all agents logged 
out, the call is given a busy tone just as when the call cannot queue to a nonvector 
controlled split according to the existing operation.
Vector events are generated for a RONA timeout when converse-on processes a 
call or results in a RONA redirection failure, and when a vector step is skipped 
because all AAS agents are logged out.
Do not assign vector-controlled splits coverage, forwarding, or night service, 
because Call Vectoring provides these functions. These functions do not apply to 
RONA-redirected calls involving vector-controlled splits.
nCalling/Called Number Display
A call to a split that RONA redirects is similar to a direct call to the split. If the call 
goes to coverage, the destination display looks like it does for a normal covered 
call.
An internal or DCS caller to an ACD hunt group or VDN sees displayed the 
hunt-group or VDN name and extension. This display remains when the call rings 
an agent. A Direct Agent call (with EAS) initiated at a phone displays the agent 
name and logical ID when the call rings the agent’s terminal. If the ACD-split or 
Direct Agent call goes to coverage, the name remains, but the extension or logical 
ID portion changes to “cover.” This also happens when RONA redirects a call.
nDelay announcements
Delay announcements assigned to non-vector-controlled splits are applied to 
requeued RONA calls as usual for redirected calls. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-130 Redirection on No Answer 
3
nDirect Agent Calling
RONA applies to Direct Agent calls from splits with RONA assigned. RONA 
timing applies when a Direct Agent call (from an adjunct or phone) is delivered to 
and rings an agent with manual answering. Agents are placed in AUX work mode 
or logged out even if they are the last agent in the split and ACD split calls are 
queued. Direct agent calls that are queued for an agent remain queued and are not 
delivered because the agent is unavailable. Don’t-answer (DA) coverage continues 
for the queued calls.
If an agent with a coverage path is made unavailable by a RONA time-out on a 
non-covered Direct Agent call, the call follows the agent’s coverage path. With 
EAS, the agent’s logical extension coverage path for Direct Agent calls is used. If 
the agent has no coverage path or if the path is unavailable, the call cannot be 
redirected and the caller hears previously-provided feedback.
If Direct Agent call comes from a split that has forwarding or night service, the call 
is forwarded, precluding RONA timing. If the agent has forwarding or 
Send-All-Calls, the Direct Agent call is forwarded (ACD calls only) or goes to 
coverage, precluding RONA timing.
nDirect Department Calling
RONA applies to DDC-type hunt-group ACD calls.
nHome Agent
RONA applies to Home Agent lines that terminate on the Conversant Home Agent 
system as a means to detect port failures. Home Agent lines use Manual Answer 
and are not present in AAS. Once RONA notification is made, you can correct the 
failure and restore service manually on Conversant.
nInbound Call Management (ICM)
RONA applies to ICM-managed calls that ring an agent in an ACD split with 
RONA assigned.
nMessage Center/Server Service
You can assign RONA to Message Center/Server ACD splits.
nMultiple Call Handling (MCH)
If an MCH agent has a call active or on hold and the Redirection on No Answer 
timer expires for another ringing ACD call, the ringing call is redirected to the 
split/skill or administered VDN. When the call redirects, the agent is not made 
unavailable, but is placed in the queue of available agents.
nMusic-on-Hold access — Music on Transferred trunk call
Trunk callers who are transferred to another destination continue to hear 
administered music (or silence), not ringback, while the call rings. This applies 
while the transferred call queues to a split.
If the trunk call (an ACD call or Direct Agent call) is transferred to a split with 
RONA, timeout applies to the call, but the caller continues to hear the previous 
feedback instead of ringback. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-131 Redirection on No Answer 
3
nNight Service
When Night Service is activated, calls (including RONA calls) for the hunt group 
redirect to the night station extension. If the night service split has RONA 
assigned, RONA timing is reapplied to the redirected call.
nQueue status indications
Calls that RONA requeues are counted in the queued calls total. When a RONA 
call is queued, the call’s call-wait time is reset, so RONA does not affect the oldest 
call waiting (OCW) time.
nQueuing
When redirected to a split, RONA timed-out ACD calls in a nonvector-controlled 
split are queued at the highest priority. These calls are distributed before any other 
calls, except Direct Agent calls.
nStations
RONA applies to ACD split or direct agent ACD calls that ring at multifunction or 
hybrid stations with Manual Answering in an ACD hunt group.
RONA applies to Off-Premises Station (OPS) lines in an ACD split.
nVoice Response Integration (VRI)
You can assign RONA to converse splits. RONA timing applies to calls that a 
converse-on command queues and delivers. RONA timing is canceled if a call is 
delivered to an agent in another split to whom the system previously tried to queue 
a call. 
RONA interacts with a converse split that is an AAS like any other AAS.
If RONA must redirect a call to an agent port in a converse split and the queue is 
full or all AAS agents are logged out, the call is processed by the next vector step 
while the caller continues to hear the previous vector feedback.
Interactions with Other Ringing Call Timers
Several features time the ringing when an ACD call is delivered to an agent. You can use 
RONA’s timer in conjunction with other timers.
NOTE:
The timer that expires first applies to the call. RONA is canceled if any of the other 
timers expires first, except in the case of coverage timers. 
When a coverage timer expires, RONA timing is canceled only when the call goes to 
coverage. If RONA times out first, the other timers continue timing or are stopped and 
may later be reset. The timers that may interact with RONA are listed in Table 3-37
 and 
Table 3-38
. Table 3-38 indicates what happens to the timer if RONA times out first 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-132 Redirection on No Answer 
3
If you want RONA notification and redirection, set the number of rings (or equivalent 
time) for a RONA timeout to shorter than other timeout periods. DA timers start when a 
call is placed in queue and continue when the call rings the station. Since RONA starts 
only when the call is ringing, the RONA interval is usually set to two or three rings, while 
the DA interval is set to 10 or more rings. 
Since queue time is variable, assign a coverage timeout period that is greater than the 
longest expected queue time plus three or four rings (the time the call could ring the 
agent). 
The NATO timer starts when the call seizes the incoming trunk. The timer could thus be 
timing before the call is queued by vector processing. Therefore, set the NATO timer to 
greater than the longest expected time before the call rings the agent (including time 
before and after being queued) plus three or four rings.
The WAST timer starts when the call rings the agent. Set the RONA timer to a slightly 
shorter interval (fewer than 10 rings) than the WAST 50-second interval.
Table 3-37. Timer Description
Timer Description
Split DASplit Call Coverage Don’t Answer (nonvector-controlled)
Covering DA Covering Point DA - Subsequent Redirection No Answer
Agent DA Agent DA Coverage (Direct Agent Calls)
NATO DID/CO Trk No Answer Timeout
WAST Wait Answer Supervision Timer
Table 3-38. RONA/Timer Interaction
TimerRONA 
Timeout Restarted After Redirection?
Split DA Stopped If requeued or delivered to another agent
Covering DA Stopped If redirects to covering point
Agent DA Stopped If covers to Direct Agent with coverage
NATO Continues N/A
WAST Stopped If ringing destination or RONA redirection fails 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-133 Service Observing 
3
Service Observing
Service Observing allows a specified user, such as a supervisor, to observe or monitor 
another user’s calls. In this section, “observer” refers to the supervisor who is observing 
calls. “Agent” refers to the terminal, attendant, or logical agent being observed. A vector 
directory number (VDN) call can also be observed. Observers can observe in listen-only 
or listen-and-talk mode.
Note that you set up Service Observing to observe a particular extension, not all calls to all 
extensions at a terminal.
NOTE:
Service Observing may be subject to federal, state, or local laws, rules, or 
regulations or require the consent of one or both of the call parties. Familiarize 
yourself and comply with all applicable laws, rules, and regulations before using 
this feature.
How to Administer Service Observing
Table 3-39. Required Forms
Form Field
System Parameters 
Customer-OptionsnService Observing (Basic) — for basic or Logical 
Agent ID observing
nService Observing (Basic) and Service Observing 
(Remote/By FAC) — for remote observing or 
observing via feature access code
nService Observing (Basic) and the Service Observing 
(VDNs) — for VDN observing
nVectoring (Prompting) — for vector-initiated 
observing
Class of RestrictionnCan Be Service Observed 
nCan Be Service Observer
nService Observing COR Table
Feature-Related System 
ParametersnService Observing Warning Tone
nExpert Agent Selection (Logical Agent ID)
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-134 Service Observing 
3
nClass of Restriction form 
— On the agent’s COR form, set the Can Be Service Observed
 field 
to yes
 to allow the extension to be observed.
— On the observer’s COR form, set the Can Be Service Observer
 
field to yes
 to allow the extension owner to observe others’ extensions.
— On the observer’s COR form, grant permission to observe specific CORs. 
On the Service Observing COR table, enter y next to the CORs to be 
observed.
Detailed Description
To begin observing, the observer presses the Service Observing button plus the agent’s 
extension number. Initially, the observer is in listen-only mode. The observer presses the 
Service Observing button to toggle between listen-only and listen/talk mode. The lamp 
indicates which mode the observer is in.
To deactivate Service Observing, the observer hangs up, selects another call appearance, 
or presses the disconnect or release button.
An observer can observe an agent who is not active on a call. The observer is in the wait 
state until the agent receives a call, then the observer is bridged onto the call.
You can administer a warning tone on each system to let agents and callers know when 
someone is observing a call. Before connection, the conference tone may add 2-3 seconds 
delay if enabled. The parties hear a 2-second, 440-Hz warning tone before an observer 
connects to a call, followed by a half-second burst of this tone every 12 seconds during 
observation.
Station (multiappearance)nButton/Feature Button Assignment (basic, VDN, 
Logical Agent ID)
— serv-obsrv 
Feature Access Code (FAC)nService Observing Listen Only Access Code 
(remote/by FAC, VDN, Logical Agent ID)
nService Observing Listen/Talk Access Code 
(remote/by FAC, VDN, Logical Agent ID)
Table 3-39. Required Forms — Continued
Form Field
Continued on next page 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-135 Service Observing 
3
Observing Logical-Agent IDs
With EAS, an observer can observe agents based on their logical-agent ID rather than their 
physical phone. The observer enters the logical-agent ID extension number of an agent, 
who must be logged in to a phone. The observer can monitor every ACD, personal, and 
Direct Agent call delivered to or placed by the agent, including calls placed to the physical 
extension.
Only one observer can observe a physical terminal at one time. An observer cannot 
observe a logical agent ID extension at a physical terminal that is already being observed. 
Likewise, an observer cannot observe a physical extension that is being observed as a 
logical-agent ID extension.
Observing VDNs
To observe a VDN, the observer enters a specific VDN extension and bridges onto calls 
(one call at a time) that have started vector processing for that VDN. The observer hears 
all tones, call prompting, caller dialing, announcements, music, and speech that the agent 
and caller hear. If an observer is in a COR administered to hear VDN of Origin 
announcements and has a VOA Repeat button, he or she can hear and replay VDN of 
Origin announcements.
The observer sees the name of the VDN, agent, or trunk as each is accessed in sequence by 
the VDN. For example, during vector processing the VDN name is displayed, but when 
the call connects to an agent, the agent name is displayed.
When the observer connects to a call in vector processing, the system maintains the 
connection until the call is disconnected or the observer hangs up, even if the call is routed 
or transferred externally. If the observer does not disconnect after one observed call is 
disconnected, the observer is connected to another call on the same VDN. Observing is 
listen-only as long as the call is in vector processing. Once the call is out of vector 
processing, an observer with listen/talk capability can talk as well as listen. 
						

							DEFINITY ECS Release 8
Guide to ACD Call Centers  555-233-503  Issue 2
December 1999
DEFINITY ECS ACD Call Center Features 
3-136 Service Observing 
3
Observing Remotely or by FAC
Observers can observe calls from a remote location or local terminal using Service 
Observing FACs. When observing remotely, observers must use FACs. Different FACs are 
required for listen-only and listen/talk modes. When observing locally or remotely by 
FAC, the observer cannot toggle between modes. Physical extensions, logical-agent ID 
extensions, and VDNs can be observed remotely.
Remote observing is initiated through Remote Access or Call Vectoring.
nWith Remote Access, an observer accesses a switch via a trunk group dedicated to 
Remote Access or via a DID to the Remote Access extension. Remote observing 
works with all types of DID trunks, including ISDN-PRI and tie trunks, and DCS 
over analog, T1, or PRI.
nWith Call Vectoring, an observer accesses a switch by dialing a VDN extension or 
a central office (CO) trunk that has a VDN extension as its incoming destination. 
Using route-to commands, you can design a Service Observing vector to allow a 
VDN call to directly access a specific extension to be observed or a Service 
Observing dial tone. At the dial tone, observers can enter any extension that they 
are authorized to observe. The following is a simple example of a Service 
Observing vector.
1.wait-time 0 seconds hearing ringing
2.collect 5 digits announcement 2300
(“please dial your 5- digit security code”)
3.goto step 5 if digits = 12345
4.disconnect after announcement 2000
5.collect 1 digits announcement 2310
(“enter 1 to observe sales, 2 to observe billing”)
6.route-to number 113001 with cov n if digit = 1
(11=listen-only observe, 3001=”Sales” VDN)
7.route-to number 113002 with cov n if digit = 2
(11=listen-only observe, 3002=”Billing” VDN)
8.goto step 5 if unconditionally
You can combine Call Prompting and Call Vectoring to provide security and to limit 
observation. See the DEFINITY
® Enterprise Communications Server Call Vectoring/EAS 
Guide (555-230-521) for information about creating a Service Observing vector.