DEFINITY® Enterprise Communications Server Release 6 CallVisor® ASAI Technical Reference 555-230-220 Comcode 108111279 Issue 7 May 1998
Copyright © 1998 Lucent Technologies All Rights Reserved Printed in USA Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Lucent Technologies can assume no responsibility for any errors. Changes and corrections to the information contained in this document may be incorporated into future reissues. Your Responsibility for Your System’s Security You are responsible for the security of your system.
Contents Release Notes ■ ASAI Features in Release 6 Single-Step Conference Universal Call ID Phantom Calls Expanded ASAI Capacities in the DEFINITY ECS Trunk Group/Member Information MAPD Enhancement to Extension Information Query About This Document ■ ■ ■ ■ ■ ■ 1 ■ 2 Reason for Reissue Intended Audience Conventions Used in This Document Related Documents Ordering Documents How to Comment on This Document ASAI and Capability Groups ■ Introduction Capabilities Capabilities and Associations Associati
Contents ■ ■ 3 Event Reporting and U-Abort Capabilities ■ ■ ■ iv Predictive Dialing Inbound Call Management ACD Call Activity Monitoring Data Screen Delivery and Voice/Data Transfer Data Screen Delivery with Call Prompting Speech Processing Integration Adjunct Routing Information Sources for Routing Logging for Call Back Automatic Agent Reconfiguration Sequence Dialing Office Automation Incoming Call Identification Phone Management and Directory Services Message Desk Additional Configurations Contac
Contents ■ ■ ■ ■ ■ ■ domain user to user information reason for redirection II-digits UCID (Universal Call ID) Answered Event Report Answered Event Report Items called party number connected party number (answering party number) call_id party_id cause Busy/Unavailable Event Report Busy/Unavailable Report Items called party number (DNIS) call_id cause Call Conferenced Event Report Call Conferenced Report Items calling party number (controlling party number) called party number (new party number) old p
Contents ■ ■ ■ ■ vi Call Offered to Domain Report Items calling party number/billing number (CPN/BN) trunk group number/trunk group member number called party number (DNIS) user-entered information lookahead interflow information domain user to user information flexible billing II-digits UCID (Universal Call ID) Call Originated Event Report Call Originated Report Items call_id party_id calling party number called party number party extension user to user information cause Call Redirected Event Report
Contents ■ ■ ■ called number charging number trunk group/trunk group member type of charge Intermediate charge Final charge Split charge charge cause Considerations Display of Charge Information ISDN Lengthy Calls Off-Premises Station PPM Private Network QSIG ISDN Protocol Switch-Classified Calls Connected Event Report Multiple Connected Event Reports Connected Event Report Items calling party number/billing number (CPN/BN) trunk group number and trunk group member number called party number (DNIS) conn
Contents ■ ■ ■ ■ ■ ■ ■ ■ viii party_id user to user information cause Entered Digits Event Report Entered Digits Report Items call_id digits entered Hold Event Report Hold Event Report Items connected party number (number that placed the call on hold) call_id party_id Login Event Report Login Event Report Items agent work mode agent physical extension agent logical extension Logout Event Report Logout Event Report Items agent physical extension agent logical extension reason code Queued Event Repo
Contents ■ ■ 4 called party number call_id party_id Trunk group/trunk group member Use of Event Reports in Associations Event Reporting for Merging Two Calls Rules for Merging Two Calls with UUI Information Transfer and Conference Interactions U-ABORT Information Flow U-Abort Parameters ASAI and Call Control ■ ■ 3-53 3-53 3-53 3-53 3-54 3-55 3-58 3-59 3-60 3-60 3-60 4-1 Third Party Make Call Information Flow Third Party Make Call Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Cau
Contents ■ x Other Failure Conditions for Switch-Classified Calls 2. User-Classified Call Parameters for User-Classified Calls Call Classification for User-Classified Calls ECS Operation for User-Classified Call Setup User-Classified Call Originator User-Classified Call Destination Negative Acknowledgement of a User-Classified Call 3.
Contents ■ ■ ■ ■ ■ ■ Third Party Selective Hold Information Flow Third Party Selective Hold Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Cause Considerations Third Party Reconnect Information Flow Third Party Reconnect Parameters ACK (Positive Acknowledgment) Parameters Denial (NAK) Causes Protocol Error (NAK) Causes Considerations Redirect Call Information Flow Third Party Redirect Call Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK)
Contents ■ ■ ■ ■ ■ ■ xii Third Party Merge Information Flow Third Party Merge Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Cause Protocol Error (NAK) Causes Considerations Third Party Selective Drop Information Flow Third Party Selective Drop Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Causes Considerations Third Party Relinquish Control Information Flow Third Party Relinquish Control Parameters ACK (Positive Acknowledgement) Par
Contents 5 ASAI and Domain Control ■ ■ ■ ■ ■ ■ ■ 5-1 Domain (Station) Control Description Station Domain Split Domain Domain Control Capabilities Third Party Domain (Station) Control Request Information Flow Domain (Station) Control Request Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Cause Third Party Domain Control Request for ACD Split/EAS Skill Domain Information Flow Domain Control Request for ACD Split/EAS Skill Domain Parameter ACK (Positive A
Contents ■ ■ ■ ■ ■ ■ xiv ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Cause Considerations Redirect Call Information Flow Domain Control Redirect Call Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Causes Considerations Third Party Merge Information Flow Third Party Merge Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Causes Considerations Third Party Selective Drop Inf
Contents ■ ■ 6 Third Party Send DTMF Signals Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Cause Protocol Error (NAK) Cause Considerations Third Party Single-Step Conference Information Flow Third Party Single-Step Conference Parameters ACK (positive acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK)Causes Considerations Third Party Domain Control Ended Information Flow Third Party Domain Control Ended Event Notification Capabilities ■ ■ ■ Event Notification Cap
Contents ■ ■ 7 ASAI and Call Routing ■ ■ ■ 8 Route Information Flow Route Parameters Denial (NAK) Causes Protocol Error (NAK) Causes Considerations Route Select Information Flow Route Select Parameters Denial (NAK) Causes Protocol Error (NAK) Causes Considerations Route End Information Flow Route End Parameter(s) Considerations ASAI and Request Feature Capabilities ■ xvi Stop Call Notification Information Flow Stop Call Notification Parameter ACK (Positive Acknowledgement) Parameter Denial (NAK)
Contents ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Cause Considerations 9 ASAI and Value Query Capabilities ■ 8-3 8-3 8-5 8-5 9-1 Value Query ACD Agent Login Query ACD Agent Status Query ACD Split Status Query Call Classifier Status Query Call Information Status Query Date and Time Query Extension Type Query Integrated Directory Database Query Party ID Query Station Feature Query Station Status Query Trunk Group Status Query UCID (Universal Call ID) query Infor
Contents ■ 10 ASAI and Set Value Capabilities ■ 11 Set Value Information Flow Set Value Parameters ACK (Positive Acknowledgement) Parameters Denial (NAK) Causes Protocol Error (NAK) Cause Considerations MWL Flexible Billing ASAI Maintenance Capabilities ■ xviii Station Feature Query ACK Parameters Status of Message Waiting Lamp feature Status of Send All Calls feature Status of Call Forwarding feature Station Status Query ACK Parameters Trunk Group Query ACK Parameters UCID (Universal Call ID) Query
Contents ■ ■ ■ 12 Protocol Error (NAK) Cause Suspend Alarms Information Flow Suspend Alarms Parameter ACK (Positive Acknowledgement) Parameters Denial (NAK) Cause(s) Protocol Error (NAK) Cause(s) Considerations Resume Alarms Information Flow Resume Alarms Parameters ACK (Positive Acknowledgement) Parameter(s) Denial (NAK) Cause(s) Protocol Error (NAK) Cause(s) Considerations Restart and Link Versions Information Flow Restart Parameters ACK (Positive Acknowledgement) Parameters ASAI and Feature Interac
Contents ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ xx Attendants and Attendant Groups Attendant-Specific Button Operation Advice of Charge (AOC) Attendant Auto-Manual Splitting Advice of Charge Attendant Call Waiting Attendant Control of Trunk Group Access Attendant Serial Call Attendant Through Dialing AUDIX Authorization Codes Automatic Call Distribution (ACD) Agents in Adjunct-Controlled Splits Agents in Multiple Splits Agent Status Displays Announcements Assist/Supervisor Assist Automatic Answeri
Contents ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ Adjunct Routing Advice of Charge Call Prompting Lookahead Interflow (LAI) Multiple Split Queuing Network-Provided Digits Selective Listening Vector-Controlled Splits Single-Step Conference Call Waiting Centralized Attendant Service (CAS) Class of Restriction (COR) Class of Service (COS) Conference Advice of Charge (AOC) Basic Conference Scenario: Scenario with CDR Call Splitting disabled: Conferences Calls involving Multiple Trunks and Stations With CDR Calling Splitting
Contents ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ xxii Duplication Electronic Tandem Network (ETN) - Private Network Expansion Port Network (EPN) Expert Agent Selection (EAS) Skill Hunt Groups Logical Agents User-Classified Calls Direct-Agent Call Logical Direct-Agent Calls Supervisor-Assist Calls Switch-Classified Call Event Reports Logins and Logouts for Logical Agents Work Mode Changes for Logical Agents Activate/Cancel Send All Calls and Call Forwarding Value Queries for Logical Agents Advice of Charge
Contents ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ 13 Music on Hold Personal Central Office Line (PCOL) Priority Calling Privacy-Manual Exclusion Ringback Queuing Send All Calls (SAC) Send DTMF Service Observing Single-Digit Dialing and Mixed Station Numbering Single-Step Conference Data Delivery/Data Restriction Station Hunting Switch-Classified Calls System Restarts Temporary Bridged Appearances Terminating Extension Group (TEG) Timed Reminder Transfer Advice of Charge (AOC) Trunk-to-Trunk Transfer V
Contents 14 Installation and Test for CallVisor ASAI ■ ■ ■ ■ ■ ■ A Call Scenarios and Applications ■ xxiv Hardware Installation Software Installation CallVisor ASAI Link Administration DEFINITY ECS Administration Forms CallVisor ASAI Link Testing Lucent Technologies Business Partners 1.
Contents ■ ■ ■ ■ ■ Call Coverage to AUDIX — Station Monitoring Adjunct Routing Message Desk — Incoming Call Message Desk — Message Retrieval via Phone Message Desk — Message Retrieval via Data Terminal VRU-assisted Transaction using Selective Listening 2.
Contents ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ B A-61 A-63 A-64 A-65 A-66 A-67 A-68 A-69 A-70 A-72 A-73 A-76 A-78 A-79 A-80 A-81 A-81 A-82 A-83 B-1 Capacity Requirements and Constraints B-1 ASAI Release History ■ ■ xxvi A-58 A-60 ASAI and Release 6 Requirements ■ C External Call to a VDN with a Forced First Announcement that gets Routed to a Second VDN Outgoing Call over Non-ISDN Trunk Outgoing Call over ISDN Trunk that Results in an ISDN Progress Message 7.
Contents ■ ■ ■ ■ Reason Codes ASAI Selective Listening II-Digits Network-Provided Digits (CINFO) R2 MFC Calling Party Information Expansion of Agent Capabilities 27-Character Display Release 5 Feature Interactions G3V4 Release Notes Send DTMF Signals MultiQuest Flexible Billing Redirect Call ASAI-Accessed Integrated Directory Database Service Event Report Capabilities Agent Login Event Report Call-Originated Event Report Alerting Event Report Miscellaneous Enhancements G3V3 Release Notes Answering Mach
Contents GL Glossary GL-1 IN Index IN-1 xxviii Issue 7 May 1998
Figures 2 13 A ASAI and Supported Applications 2-1. Single Link — Single Processor Configuration 2-1 2-2. Multiple Link — Single Processor Configuration 2-16 2-3. Single Link — Multiple Processors Configuration 2-17 2-4. Single Link — Gateway/Server Configuration 2-18 2-5. ASAI Integration with a VRU Configuration 2-19 ASAI-Ethernet 13-1. DEFINITY LAN Gateway System Assembly in a DEFINITY ECS Carrier 13-2 13-2. Cable Connectivity to the System Assembly 13-3 13-3.
Figures xxx A-11. Call Flow for a Converse Step that will not be Interrupted A-49 A-12. Call Flow for a Call where RONA Timer Expires A-51 A-13. Call Flow for a Direct Agent Call where RONA Timer Expires A-54 A-14. Call Flow for an Agent who has a VDN in the Coverage Path A-56 A-15. Call Flow for Call to a VDN with Announcement and Routed to Another VDN A-58 A-16. Outgoing Call over Non-ISDN Trunk A-60 A-17. Call Flow for Outgoing ISDN Call that Traverses a non-ISDN Network A-61 A-18.
Tables 3 4 Event Reporting and U-Abort Capabilities 3-1. Use of Event Reports in Associations 3-54 3-2. Call Merge Summary 3-58 ASAI and Call Control 4-1. 5 Call Control Acceptance in Various Call/Station States 4-3 4-2. Detected SITs 4-13 4-3. Third Party Make Call Options 4-38 4-4. Allowable Originators and Destinations for Specific Call Options 4-38 ASAI and Domain Control 5-1. 12 13 Call Control Acceptance in Various Party States ASAI and Feature Interactions 12-1.
Tables B C xxxii ASAI and Release 6 Requirements B-1. System-Wide ASAI Limits B-1 B-2. ASAI Limits per Station B-2 B-3. ASAI Limits per ACD Split Domain B-3 B-4. ASAI Limits per VDN Domain B-3 B-5. ASAI Limits per Call B-3 B-6. ASAI Limits per Link B-4 ASAI Release History C-1. Release Features Matrix C-1 C-2. System-Wide ASAI Limits for Release 5 C-14 C-3. System-Wide ASAI Limits for Release G3V4 C-14 C-4. System -Wide ASAI Limits for Release G3V3 C-15 C-5.
Release Notes This section summarizes major enhancements for Release 6 of the CallVisor® ASAI. These features will be available starting with Release 6.3. ASAI Features in Release 6 This document covers all the major ASAI features in Release 6. NOTE: ASAI is supported on all the DEFINITY Enterprise Communications Servers: R6r, R6si, and R6vs.
Release Notes Universal Call ID Universal Call ID (UCID) is a unique tag assigned to each DEFINITY call. It is used by an application to track a call for its life, from origination to disconnect, regardless of where the call may end up and how it gets there (transfer, conference, routing, through a variety of network and DEFINITY Enterprise Communications Servers, and voice responses, etc.). Support for the UCID (creation) is an option on the DEFINITY ECS.
ASAI Features in Release 6 NOTE: There will be no capacity changes for R6vs or R6si. In addition, the per-system limits will remain unchanged for all platforms. Trunk Group/Member Information The ASAI Trunk Seized event report will contain the trunk group/member number for an outbound trunk call (for non-ISDN trunks). This, in conjunction with the UCID, can be used to track a call from the origination to disconnect.
Release Notes xxxvi Issue 7 May 1998
About This Document This reference manual provides detailed information about the CallVisor® Adjunct/Switch Application Interface1 for the DEFINITY® Enterprise Communications Server (ECS). NOTE: The term switch is no longer used in this document and has been replaced by the DEFINITY ECS or the ECS. A few exceptions remain, such as the feature, Switch-Classified calls and the term, Switch-Hook Flash as well as the proper name of ASAI - Adjunct/Switch Application Interface.
About This Document Intended Audience This document is written for the application designer responsible for building/programming custom applications and features. This document is also helpful to any individual who needs a functional description of ASAI. ASAI provides the users with the capability to drive a variety of the ECS features. It is essential, therefore, that the readers of this document should have extensive knowledge of the ECS features and their interactions.
Conventions Used in This Document ■ Denial (NAK) Cause(s) This heading designates a negative acknowledgement (NAK) from the ECS. This means that the information provided by the adjunct to the ECS was incorrect; for example, one of the parameters, such as the call_id, was incorrect. At this point the ECS rejects the request and terminates the communication channel between the ECS and the adjunct. The ECS also provides a reason why the operation was not performed.
About This Document Related Documents DEFINITY Enterprise Communications Server Release 6 CallVisor ASAI Protocol Reference, 555-230-221 The Protocol Reference provides detailed protocol information of CallVisor Adjunct Switch Application Interface (ASAI) for the DEFINITY ECS. NOTE: Distribution of this document is restricted to Lucent Technologies.
Ordering Documents DEFINITY Enterprise Communications Server Release 6 Call Vectoring/Expert Agent Selection (EAS) Guide, 555-230-521 This manual documents call vectoring for the DEFINITY ECS. CallVisor ASAI CD Document Set, 585-246-801 This CD ROM contains four CallVisor ASAI release 6 documents. These are CallVisor ASAI Technical reference, CallVisor ASAI Protocol Reference, CallVisor ASAI Overview, and CallVisor ASAI PC.
About This Document xlii Issue 7 March 1998
ASAI and Capability Groups 1 Introduction The purpose of this chapter is to present an overview of ASAI and the services it provides. ASAI services are divided into functional sets called capability groups. Capability groups enable the adjunct1 to communicate with and control the DEFINITY ECS.2 Each capability group is defined by the set of functions within it.
ASAI and Capability Groups Routing This capability group allows the ECS to ask the adjunct for a call’s destination. The adjunct supplies the destination based on call-related information (for example, called number). Request Feature The single capability in this group lets the adjunct request ECS features, such as the agent login, logout, work mode changes, Call Forwarding, and Send All Calls (SAC).
ASAI and Capability Groups Capabilities and Associations Central to this introduction of capability groups and ASAI in general is the concept of an association. An association is defined as a channel of communication between the adjunct and the ECS for messaging purposes. It may be helpful to think of an association as a communication session; each session could involve information pertaining to many calls.
ASAI and Capability Groups Associations and Capability Groups ASAI defines eight different types of associations, each of which corresponds to a particular capability group: 1-4 ■ Call Control Associations ■ Domain (Station/ACD Split) Control Associations ■ Notification Associations ■ Routing Associations ■ Request Feature Associations ■ Value Query Associations ■ Set Value Associations ■ Maintenance Associations Issue 7 May 1998
ASAI and Supported Applications 2 Introduction This chapter examines various configurations and applications that can be supported by the ASAI capabilities. The first part of this chapter presents a simple configuration and several application samples. The latter part provides additional configurations that support the ASAI capabilities, and a table that defines the capacity limitations of ASAI.
ASAI and Supported Applications The adjunct can be a personal computer, a minicomputer, or a mainframe. Applications on the same adjunct monitor and control voice calls or perform other operations on behalf of a telephone user. Applications on the adjunct can share the ASAI link when communicating with the DEFINITY ECS. The DEFINITY ECS does not distinguish between multiple applications that may be sharing an ECS link. A user typically has a telephone and a data terminal (PC) at his or her desk.
ASAI and Supported Applications Sample Applications The sample applications in the following section provide a practical, “real world” illustration of ASAI capabilities. NOTE: The applications described in this section are not restricted to any particular configuration described in this section, nor are they mutually exclusive. Any configuration and group of applications can be used simultaneously.
ASAI and Supported Applications Preview Dialing 1. The agent uses a data terminal to log into the outbound telephone support application. The application establishes a Domain (Station) Control association for the agent. There must be one such association for each agent. 2. The agent enters information indicating readiness to preview data. There must be one such association for each agent. 3. The adjunct application displays a screen of data to the agent. 4.
ASAI and Supported Applications 4. The ECS provides the adjunct application(s) with event reports for call activity within the ACD split. The application, in turn, might display information from the calling list to an agent when the ECS ACD software connects an outbound call to an agent. 5. The cycle continues. 6. For G3V3 and later, the Answering Machine Detection feature may be used in conjunction with this type of dialing to receive Connected Event Reports on any type of trunk. 7.
ASAI and Supported Applications The following sample scenarios illustrate the operation of several ICM applications. ACD Call Activity Monitoring The ACD Call Activity Monitoring Application uses event reporting to track the call activity of VDNs, ACD splits, and individual agents or users. (For G3V3 and later, Multiple Monitors provides the ability for up to three ASAI applications to monitor the same ACD Split or VDN domain.
ASAI and Supported Applications Data Screen Delivery and Voice/Data Transfer A Data Screen Delivery and Voice/Data Transfer application may use CPN/BN or calling party number DNIS or called party number, and answering destination information to construct and deliver a data screen to the answering agent/user’s data terminal.
ASAI and Supported Applications Data Screen Delivery with Call Prompting The application can also use the ECS-based Call Prompting feature to obtain additional information (for example, account number) from the caller. The entered information can be used to select the appropriate data screen. A sample scenario for the Data Screen Delivery with Call Prompting application is as follows: 1. The customer administers a vector with a Collect Digits command as part of the Call Prompting feature. 2.
ASAI and Supported Applications 2. The application uses the Event Notification Request capability to monitor all incoming calls to the ACD split associated with the VRU ports. 3. The application uses the Request Feature capability to log in, log out, and change work modes of the VRU ports. It is recommended that auto-available agents be used for VRUs so that this Request Feature capability does not have to be invoked. 4.
ASAI and Supported Applications 3. The application selects the route for the call based on the call information passed and/or agent availability and sends a Route Select Capability with the route destination.The ECS then routes the call as indicated by the application. 4. When the call is delivered to the destination, the ECS sends a Route End Capability indicating a successful route. If the call cannot be routed to the specified destination, the reason for failure is returned to the application.
ASAI and Supported Applications ■ Call Prompting is collected from the caller using the Call Prompting ECS feature. Digits collected through Call Prompting (for example, sales, parts, service, etc.) may be used to select an appropriate route for the call. ■ Network-Provided Information (CINFO or Caller Information) is collected from the caller by the network before the call arrives at DEFINITY ECS. These digits may represent customer-entered or database-provided digits.
ASAI and Supported Applications Automatic Agent Reconfiguration The Automatic Agent Reconfiguration application uses the Request Feature Capability to move agents (that is, login and logout) to different ACD splits based on the call activity levels (for example, queue length, time in queue) of the splits. The application increases the number of agents available to handle the queued calls by moving an agent from other ACD splits that can be staffed with fewer agents.
ASAI and Supported Applications ■ Initiate, terminate, and control (hold, reconnect, transfer, conference) calls at the user’s phone ■ Invoke ECS features [that is, Call Forwarding, Send All Calls (SAC)] on behalf of the phone ■ Provide messaging services that integrate the Message Waiting Indicator at the user’s phone Incoming Call Identification The Incoming Call Identification (ICI) application displays the calling party name and telephone number on the user’s data terminal.
ASAI and Supported Applications ■ Redirect calls to the message desk or coverage A sample scenario for the Phone Management and Directory Services application is as follows: 1. The application uses the Domain (Station) Control capability to monitor all calls at a station. 2. A user brings up the telephone management screen at his or her data terminal and enters the name of the called person. 3.
ASAI and Supported Applications 3. The application uses the dialed, calling party, and alerting station numbers to search and automatically display on the message desk data terminal the messages left by the originally called party for the caller. The called party has used electronic mail to generate and send to the message desk application the messages that should be provided to callers by the message desk attendant.4 If no message is provided, a standard message is given to the caller. 4.
ASAI and Supported Applications Additional Configurations Figures 2-2 to 2-4 show additional ASAI configurations supported in Release 6. The applications supported for these configurations are the same as those previously described in this section. Application Adjunct Release 6 ASAI-BRI/Ethernet ASAI-BRI/Ethernet Figure 2-2. Multiple Link — Single Processor Configuration Figure 2-2 shows a single adjunct connected to the ECS via multiple ASAI links.
ASAI and Supported Applications Application Release 6 Adjunct ASAI BRI/Ethernet Application Adjunct ASAI BRI/Ethernet Figure 2-3. Single Link — Multiple Processors Configuration Figure 2-3 shows multiple adjuncts using their own ASAI links to communicate with the ECS. Customers who have separate applications for different telemarketing groups or who provide telemarketing and office automation functions for groups on the same ECS may use this configuration.
ASAI and Supported Applications Application Adjunct Gateway LAN Adjunct Release 6 ASAI BRI/Ethernet Application Adjunct Figure 2-4. Single Link — Gateway/Server Configuration Figure 2-4 shows multiple adjuncts communicating with a Release 6 ECS via a single ASAI link. Each adjunct is independent of each other and the ASAI link is managed by a single adjunct. This adjunct serves as the “gateway” between the data Local Area Network (LAN) environment and protocols and the voice environment.
ASAI and Supported Applications Application Adjunct Gateway ASAI LAN Release 6 ASAI BRI/Ethernet VRU Voice lines Figure 2-5. ASAI Integration with a VRU Configuration In Figure 2-5 the application shown uses ASAI together with voice response services to control calls. For example, incoming calls might terminate on the VRU where VRU software collects additional information. Using this information the application might then make an ASAI request to transfer the call to its final destination.
ASAI and Supported Applications Contacting Lucent Technologies Users should work with their account team to carefully evaluate the impact of ASAI applications upon the ECS processor. This impact is a function of the specific ASAI application and its interaction with ECS features such as Basic Call Vectoring. It is recommended that account teams contact Lucent Technologies for assistance in evaluating such impact.
Event Reporting and U-Abort Capabilities 3 Introduction Common capabilities are those capabilities used by more than one capability group. There are two common capabilities: Event Reporting and U-Abort (User Abort). This chapter describes these capabilities and the capability groups where they are present. Event Reporting Capability This capability is used by DEFINITY ECS to send call-related information to an adjunct.
Event Reporting and U-Abort Capabilities Event Reports Capability Groups and Event Reporting The Event Reporting capability can be invoked from the following capability groups: ■ Call Control Capability Group ■ Domain (Station or ACD Split) Control Capability Group ■ Notification Capability Group See Chapters 4, 5, and 6, respectively, for discussions of these capability groups. An administrable option called “Event Minimization” is available for each ASAI link.
Event Reporting and U-Abort Capabilities Non-Call-Related Event Reporting An event report that is not directly related to a specific call can also be generated. When an agent logs out of a split/skill that is under Domain (ACD split) Control, a Logout Event Report is generated. Starting with G3V4, a Login Event Report is generated when an agent logs into this type of split. These reports are discussed in detail later in this section. Information Flow The adjunct does not respond to event reports.
Event Reporting and U-Abort Capabilities In general, event reports are not sent for split or vector announcements or attendant group 0.
Event Reporting and U-Abort Capabilities Event Report Call Conferenced Call Ended Call Initiated Call Offered to Domain Items Provided with Each Event Report ■ calling party number (conference initiator party number) ■ called party number (newly added party number) ■ other call_id ■ resulting call_id ■ party_id list (up to six party_ids) ■ extension list (up to six extensions) ■ old party_id ■ UCID ■ call_id ■ cause ■ call_id ■ party_id ■ UCID ■ calling party number (CPN/BN)
Event Reporting and U-Abort Capabilities Event Report Call Originated ■ call_id ■ party_id ■ calling party number ■ called party number ■ connected party number (party extension) Call Redirected ■ call_id Call Transferred ■ calling party Number (transfer initiator party number) ■ Called Party Number (transferred party number) ■ Other Call_id ■ Resulting Call_id ■ Party_id List (up to six party_ids) ■ Extension List (up to six extensions) ■ Old Party_id ■ UCID ■ call_id ■ p
Event Reporting and U-Abort Capabilities Event Report Connected Cut-Through Disconnect/Drop Entered Digits Hold Login Items Provided with Each Event Report ■ calling party number (CPN/BN) or ■ trunk group number and trunk group member number — only provided if the calling party number is unavailable ■ called party number (DNIS) ■ connected party number ■ call_id ■ party_id ■ cause ■ II-digits ■ UCID ■ call_id ■ party_id ■ progress indicator ■ connected party number (dropped n
Event Reporting and U-Abort Capabilities Event Report Logout Queued Reconnected Reorder/Denial Trunk Seized 3-8 Issue 7 May 1998 Items Provided with Each Event Report ■ agent physical extension ■ agent logical Extension ■ reason codes ■ called party number (DNIS) ■ call _id ■ calls in queue ■ domain (ACD split) ■ connected party number (number that reconnected to the call) ■ call_id ■ party _id ■ called party number (default unknown) ■ call_id ■ cause ■ called party number
Event Reporting and U-Abort Capabilities Alerting Event Report ECS sends the Alerting Event Report for monitored, controlled, and domain-controlled calls when the following events occur: ■ When the destination of a call is an on-ECS station and ringing or zip tone is started. ■ When a call is redirected to an off-ECS station and the ISDN ALERTing message is received from an ISDN-PRI facility.
Event Reporting and U-Abort Capabilities Alerting Event Report Items The following is a list of items provided with this report: calling party number ■ For outgoing calls over PRI facilities — “calling number” from the ISDN SETUP message ■ For outgoing calls over non-PRI facilities or on-ECS calls — locally originating extension ■ For incoming call over PRI facilities — “calling number” from the ISDN SETUP message2 ■ For incoming calls over non-PRI facilities, the calling party number is generally
Event Reporting and U-Abort Capabilities ■ For incoming calls over non-PRI facilities, the called number is the principal extension [may be a group (TEG, hunt group, VDN) extension] 3 ■ For incoming calls to PCOL, the called number is the default extension value (*****). ■ For incoming calls to a TEG (principal) group, the TEG group extension is provided. ■ For incoming calls to a principal with bridges, the principal’s extension is provided.
Event Reporting and U-Abort Capabilities “shared”. The UUI for ASAI is packed within the shared UUI before it is sent over an ISDN trunk, and is unpacked at the other end. This is transparent to the ASAI adjuncts, with two exceptions: 1. If the maximum size UUI allowed on the ISDN trunk is exceeded, then the lower priority data items will be dropped. Whether or not this means that ASAI UUI is dropped depends on the priorities of the data items. These priorities are administered on each trunk group form.
Event Reporting and U-Abort Capabilities Answered Event Report The Answered Event Report is only sent for the destination of a switch-classified call, as follows: ■ When a switch-classified call is placed to an on-ECS station and the station has answered the call (picked up handset or connected after zip tone) ■ When a switch-classified call is placed to an off-ECS destination and an ISDN CONNect message is received from an ISDN-PRI facility ■ When a switch-classified call is placed to an off-ECS dest
Event Reporting and U-Abort Capabilities party_id The ECS identifier that uniquely identifies a party on a call. ECS provides the identifier and the adjunct should retain it for future operations. The party identifier is unique within the call identifier. cause Contains Special Information Tone (SIT) and Answering Machine Detection (AMD) values (if any). For specific SIT and AMD values, refer to Table 4-2 on page 4-13, in Chapter 4, ‘‘ASAI and Call Control.
Event Reporting and U-Abort Capabilities Busy/Unavailable Event Report The Busy/Unavailable Event Report is sent when the destination of a call is busy, as follows: ■ When a call is delivered to an on-ECS station and the station is busy (without coverage and call waiting) ■ When a call tries to terminate on an ACD split that is not vector-controlled, and the destination ACD split’s queue is full, or when no agents are logged in or all agents are in AUX mode, and the ACD split does not have coverage ■
Event Reporting and U-Abort Capabilities Busy/Unavailable Report Items The following is a list of items provided with this report: called party number (DNIS) ■ For outgoing calls over PRI or non-PRI facilities, the called number is the default trunk value (#####). ■ For calls to a TEG (principal) group, the TEG group extension is provided. ■ For calls to on-ECS stations, the busy extension is provided. ■ For incoming calls to a principal with bridges, the principal’s extension is provided.
Event Reporting and U-Abort Capabilities Call Conferenced Event Report The Call Conferenced Event Report is sent under the following circumstances: ■ When an on-ECS station completes a conference by pressing the “conference” button on the voice terminal ■ When an on-ECS station completes a conference after having activated the “supervisor assist” button on the voice set ■ When the on-ECS analog set user flashes the switch hook with one active call and one call on conference and/or transfer hold ■ Wh
Event Reporting and U-Abort Capabilities old party_id The list of all parties corresponding to the calls prior to the conference. This report item is used in conjunction with the Party_id list to map the party ids prior to conference to the party ids after the conference.
Event Reporting and U-Abort Capabilities Call Ended Event Report The Call Ended Event Report applies to Event Notification associations only and is generated under the following circumstances: ■ When the last party on a call drops ■ When ECS cannot continue to send event reports for the call over an Event Notification association because the call has been merged (conferenced/transferred) NOTE: To repeat, the Call Ended Event Report is only sent over Event Notification associations.
Event Reporting and U-Abort Capabilities Call Initiated Event Report The Call Initiated Event Report is sent by ECS to an adjunct that has a Domain Control association for a station under the following circumstances: ■ When that station begins to receive dial tone ■ When that station is forced off-hook because another ASAI association has requested a Third Party Make Call or a Third Party Auto Dial capability for the station.
Event Reporting and U-Abort Capabilities Call Offered to Domain Event Report The Call Offered to Domain Event Report is generated when a call enters a domain (VDN or ACD Split) for which event reporting has been requested by the adjunct. This event only applies to event notification associations. Call Offered to a VDN Domain The event is sent when a call enters a VDN domain that has notification active. From this point onward, call events for the call are reported.
Event Reporting and U-Abort Capabilities ■ For incoming DCS calls, if the DCS calling party information is available to ECS (if a station with a display gets it), this information is also made available to ASAI. ■ For incoming calls over R2-MFC facilities, if the calling party information is provided, it is collected and passed onto the adjunct. NOTE: There is a special case of a switch-classified call being offered to a split.
Event Reporting and U-Abort Capabilities lookahead interflow information This includes the name of the VDN that interflowed the call, the time at which the call entered vector processing, and the priority with which the call was queued. If present, this information is passed unchanged to the adjunct as received by the destination ECS. If information is not present, no information is passed. domain The extension of the monitored domain (ACD split/skill or VDN).
Event Reporting and U-Abort Capabilities flexible billing Specifies that the billing rate can be changed for an incoming 900-type call. Present if the feature is allowed for the call and the Flexible Billing customer option is assigned to ECS. II-digits Information Identifier (II) Digits provide information about the originating line for calls offered to a monitored domain (ACD split or VDN). II-Digits only apply to calls that arrive on PRI trunks at the ECS.
Event Reporting and U-Abort Capabilities Call Originated Event Report Starting with G3V4, the Call Originated Event Report is sent to notify the adjunct that the originating extension is attempting to establish a call. This indication is provided to ASAI applications monitoring the call through domain control only. The report provides the dialed digits. Link version 2 or above must be active. Two instances will not generate this report: TAC dialing over an ISDN trunk, and COR restrictions.
Event Reporting and U-Abort Capabilities the physical extension from which the call was made. For calls originating from a bridged call appearance, this is the number of the primary extension on the phone where the call originated. user to user information [optional] This parameter is not included. cause [optional] This parameter is not included.
Event Reporting and U-Abort Capabilities Call Redirected Event Report The Call Redirected Event Report is sent to notify the adjunct that event reporting for a call will no longer be provided. This event report is sent under the circumstances detailed below. For Monitored Calls This event is sent when a monitored call enters a new domain (split or VDN) that has Event Notification active.
Event Reporting and U-Abort Capabilities — The call was redirected using the ASAI Redirect Call capability. However, if the Redirect Call request was sent over a domain control association, then that domain association receives an ACK, but does not receive the Call Redirected Event Report.
Event Reporting and U-Abort Capabilities Call Transferred Event Report The Call Transferred Event Report is sent under the following circumstances: ■ When an on-ECS station completes a transfer by pressing the “transfer” button on the voice terminal ■ When the on-ECS analog set (phone) user on a monitored call goes on hook with one active call and one call on conference/transfer hold ■ When the “call park” feature is used in conjunction with the “transfer” button on the voice set ■ When an adjunct s
Event Reporting and U-Abort Capabilities old party_id The list of all parties corresponding to the calls prior to the conference. This report item is used in conjunction with the Party_id list to map the party ids prior to conference to the party ids after the conference. resulting call_id The call identifier retained by ECS after the two calls are merged.
Event Reporting and U-Abort Capabilities Charging Event Report Starting with R5: The Advice of Charge (AOC) feature allows ASAI to receive charge information about the cost of an outgoing call that is routed over an outgoing or two-way trunk group. This charge information is captured in the Charging Event Report. NOTE: Only those trunk groups that have been administered for this feature will receive charge event information. See Chapter 14, ‘‘DEFINITY ECS Administration Forms,’’ in this document.
Event Reporting and U-Abort Capabilities indicates to the application the number that may be used as the device that is being charged. NOTE: This number is not always identical to the CPN or SID that is provided in other event reports that report on the same call. trunk group/trunk group member Indicates the group and member number of the trunk which received the charge from the network. type of charge Indicates the charge type provided by the network.
Event Reporting and U-Abort Capabilities cause Indicates a possible error in the charge amount and the reason for the error. It will appear only if there is an error. Considerations Call Redirection using ASAI Redirect Alerting Call These capabilities can be used to redirect a call off-premise over a trunk group that can receive AOC from the network.
Event Reporting and U-Abort Capabilities “automatic” on the required trunk group administration forms. See Chapter 14, ‘‘DEFINITY ECS Administration Forms’’ Section of this document. Lengthy Calls Whenever a call exceeds ten hours, a charging event for the accumulated charges is sent for the first ten hours of the call. The charge type will be reported as ‘‘split charge’’. The accumulated charge amounts in subsequent charge events will be adjusted downward by the amount reported as the split charge event.
Event Reporting and U-Abort Capabilities Switch-Classified Calls Intermediate charges that are received before a switch-classified call is routed to the split/VDN are not reported. However, final charges that are received before a switch-classified call is routed to the split/VDN are reported.
Event Reporting and U-Abort Capabilities Connected Event Report The Connected Event Report is sent as follows: ■ When a switch-classified call is delivered to an on-ECS party (after having been answered at the destination) and the on-ECS party answers the call (picked up handset or connected after zip tone) ■ When a call is delivered to an on-ECS party and the on-ECS party has answered the call (picked up handset or cut-through after zip tone) ■ When a call is redirected to an off-ECS destination, and
Event Reporting and U-Abort Capabilities ■ For incoming call over PRI facilities — “calling number” from the ISDN SETUP message12. ■ For incoming calls over non-PRI facilities the calling party number is generally not provided. In this case, the Trunk Group number is provided instead.
Event Reporting and U-Abort Capabilities connected party number ■ For outgoing calls over PRI facilities — “connected number” — from the ISDN CONNect message, if provided by the ISDN network; otherwise the default trunk value (#####). ■ For incoming calls — locally connected extension (primary extension for TEGs, PCOLs, bridging). ■ For Single-Step Conference request — the station that was Single-Step Conferenced into the call.
Event Reporting and U-Abort Capabilities UCID (Universal Call ID) Starting with Release 6, UCID is included in the Connected Event Report only if it exists in the DEFINITY ECS and the “Send UCID to ASAI”14 field is administered to ‘y’. It is a unique tag assigned to each ECS call. 14. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.
Event Reporting and U-Abort Capabilities Cut-Through Event Report The Cut-Through Event Report is sent when an ISDN PROGress message has been received for a call using the ISDN-PRI facilities. The ECS maps the PROGress message to a Cut-Through Event Report. An ISDN-PRI network may send the ECS a PROGress message for several reasons that are contained in the Progress Indicator (within the PROGress message). The ECS forwards the PROGress indicator to the adjunct in the Cut-Through Event Report.
Event Reporting and U-Abort Capabilities party_id The ECS-assigned identifier that uniquely identifies a party on a call. The ECS provides the identifier and the adjunct should retain it for future operations. The party identifier is unique within the call_id. progress indicator Indicates the interworking of other events occurring in the network.
Event Reporting and U-Abort Capabilities Disconnect/Drop Event Report A Disconnect/Drop Event Report is generated for a party that disconnects from a call. This event report is not generated over monitoring and control associations for the last disconnected party on a call; a Call Ended Event Report (monitoring association) or a Third Party Call Ended (control association) is generated instead.
Event Reporting and U-Abort Capabilities ■ If the party being dropped is local to the ECS, then the extension of the party being dropped is passed (primary extension for TEGs, PCOLs, bridging). call_id This ECS-assigned call identifier is used to associate event reports to calls and identify a call the adjunct wants to control. The call identifier is unique within the ECS. party_id The ECS-assigned identifier that uniquely identifies a party on a call.
Event Reporting and U-Abort Capabilities cause Contains the reason for the disconnection/drop. Any cause value passed from the network is included in an ASAI Drop Event Report. For ISDN endpoints, the cause value sent to the adjunct is the cause value received over the ISDN facility. In addition, CS0/127 is a normal drop cause sent for other than ISDN endpoints.
Event Reporting and U-Abort Capabilities Entered Digits Event Report The Entered Digits Event Report is only used in conjunction with the ASAI requested-digit collection feature (with adjunct routing/route select). This report is sent when a DTMF tone is detected because an inbound caller entered digits. The tone detector is disconnected when the far end answers or if a “#” is detected. Up to 24 digits can be collected. The digits reported include: 0-9, “*,” and “#.
Event Reporting and U-Abort Capabilities Hold Event Report The Hold Event Report is generated in the following case: ■ When an on-ECS station places a call on hold (that is, hold or conference/transfer hold) NOTE: A call can be placed on hold either manually at the station or via a Third Party Selective Hold capability.
Event Reporting and U-Abort Capabilities Login Event Report Starting with G3V4, this event report is generated when an agent logs into a Domain Control ACD split/skill. It is only provided with Link Version 2 or above. The agent may request login by using the feature access code/feature button or the agent may request login through ASAI and receive a positive ACK over the requesting association. The login event is sent over the domain control (ACD split/skill) association.
Event Reporting and U-Abort Capabilities Logout Event Report This event report is generated when an agent is logged out of a Domain Control ACD split/skill. The adjunct may request agent logout through the Request Feature capability, or the agent may request logout by using the feature access code/feature button.
Event Reporting and U-Abort Capabilities Queued Event Report The Queued Event Report is sent as follows: ■ When a switch-classified call is delivered to a hunt group or ACD split and the call queues ■ When a call is delivered or redirected to a hunt group or ACD split and the call queues It is possible to have multiple Queued Event Reports for a call. For example, the call vectoring feature may queue a call in up to three ACD splits at any one time.
Event Reporting and U-Abort Capabilities Reconnected Event Report This event report is generated under the following circumstances: ■ When an on-ECS station connects to a call that has been previously placed on hold. Reconnecting to a held call can be done either manually at the station (by reselecting the active call appearance or switch hook flash) or via a Third Party Reconnect capability.
Event Reporting and U-Abort Capabilities Reorder/Denial Event Report The Reorder/Denial Event Report is generated: ■ When a call is trying to terminate to an on-ECS destination but the destination specified is inconsistent with the dial plan, has failed the “class of restriction” check, or inter-digit timeout has occurred ■ When a call encounters a step in vector processing that causes the denial treatment to be applied to the originator ■ When a direct-agent call is placed to a destination agent who
Event Reporting and U-Abort Capabilities ■ Incompatible destination (CS0/88) ASAI-specific cause values for this report are: Agent not member of split (CS3/11) and Agent not logged in (CS3/15). Both cause values are for direct-agent calls.
Event Reporting and U-Abort Capabilities Trunk Seized Event Report The Trunk Seized Event Report is sent as follows: ■ When a call is placed to an off-ECS destination and a non-PRI trunk is seized ■ When a call is redirected to an off-ECS destination and a non-PRI trunk is seized A Trunk Seized Event Report is not generated for outbound calls that use ISDN-PRI facilities, or for the destination of a switch-classified call.
Event Reporting and U-Abort Capabilities Use of Event Reports in Associations The following table shows the type of association(s) over which various event reports can be sent. Table 3-1.
Event Reporting and U-Abort Capabilities Event Reporting for Merging Two Calls This section covers the rules for sending events when two calls with different characteristics are merged for a transfer or a conference. For the purpose of these rules, it does not matter how the calls were merged (manually or via the Third Party Merge capability). Call merging rules are as follows: 1.
Event Reporting and U-Abort Capabilities 5. Merging one Call Control association and one monitoring association ■ Both associations are retained and continue to provide subsequent event reports for the resultant call. ■ The Event Notification association could receive a Call Ended Event report for the call that has been released as a result of the merge. This only occurs if the call being released is a monitored call. ■ Both associations receive a Call Conferenced or Call Transferred Event Report. 6.
Event Reporting and U-Abort Capabilities For G3V3 and later, the Multiple Monitors feature impacts transfer and conference situations as follows: ■ If the resultant call (after the conference or transfer) has ANY notification associations active, the ECS sends further Event Reports over the associations that were active for the resultant call. The ECS also sends the Call Ended Event Report over the notification associations for the other call. Scenario 1: Call-1 has notification associations A1, A2.
Event Reporting and U-Abort Capabilities Table 3-2 provides a summary of the call merging rules described above. Table 3-2. Call Merge Summary Call Ended Event Sent to: Calls Characteristics Conf/Xfer Event Resultant Association(s) Sent to: 1. Call-Ctl & Call-Ctl* Ctl Assoc Resultant Assoc Other Ctl Assoc 2. Monitored & Monitored Monitored Resultant Assoc Other Monitored Assoc 3. Call-Ctl & non-Ctl & non-Monitored Call-Ctl Call-Ctl Assoc — 4.
Event Reporting and U-Abort Capabilities Transfer and Conference Interactions Call associated information for event reports has the following interactions: Before a transfer has completed, each part of the call will include information on the calling number and the called number. For example, if trunk xxxxx calls station 12345, and station 12345 transfers the call to station 23456, before the transfer operation completes two calls will exist.
Event Reporting and U-Abort Capabilities U-ABORT This capability is used by both the adjunct and the ECS to inform the other that an association is abnormally ending. It is shown here but may be used in all capability groups at any time during an association. Information Flow The U-Abort ends the association and no response is possible.
ASAI and Call Control 4 This chapter describes the Call Control Capability Group.1 The capabilities in this group are categorized by their functions: initiating, controlling, and terminating. The adjunct uses these capabilities to set up (place), take control of, monitor, or end a call on DEFINITY ECS. Third Party Make Call This initiating capability enables the adjunct to set up a call on behalf of an on-ECS station.
ASAI and Call Control Third Party Merge This controlling capability enables the adjunct to direct the ECS to merge two controlled calls at a specified station into one call on behalf of that party. Third Party Selective Drop This controlling capability enables the adjunct to direct the ECS to drop a party from the controlled call (that is, a transferred or conferenced call).
ASAI and Call Control Table 4-1.
ASAI and Call Control Third Party Make Call The adjunct uses this initiating capability to establish a call between two parties. Information Flow An acknowledgment (ACK) is optional for the Third Party Make Call capability. If requested, an ACK is sent to the adjunct when the ECS successfully originates the call (a call identifier has been assigned). If conditions prohibit a call from being established, a Negative Acknowledgment (NAK) is returned.
ASAI and Call Control uui_info [optional] UUI information received in a successful Third Party Make Call on the ASAI link is stored by the ECS with the call for the life of the call or until overwritten due to a later UUI IE associated with the call. UUI from a Third Party Make Call will be sent in any ISDN SETUP message for the call, in the Alerting and Call Offered Event Reports, and in a Route Request, if one is made.
ASAI and Call Control Denial (NAK) Causes The following causes may be issued for non-Switch-Classified calls. For NAKs for Switch-Classified calls, see ‘‘Third Party Make Call and Supported Call Types’’ that follows. ■ Invalid association (CS0/81) The association does not exist. ■ Requested facility not subscribed/provisioned (CS0/50) The user has not subscribed for the requested capability. ■ Out of Service (CS3/27) The originator of the call is out of service.
ASAI and Call Control ■ Outgoing calls barred (CS0/52) The requested Third Party Make Call is being attempted over a trunk that has been restricted from use by the originator. ■ Invalid Information Element contents (CS0/100) The call_id specified by the Third Party Take Control capability is beyond the maximum allowable call_id value.
ASAI and Call Control Third Party Make Call and Supported Call Types The Third Party Make Call capability is used by the adjunct to request the ECS to set up a call between two parties (calling endpoint and the called endpoint). Five types of controlled calls are supported for the Third Party Make Call capability: 1. Switch-Classified call 2. User-Classified call 3. Phantom Calls 4. Direct-agent call 5. Supervisor-assist call 1.
ASAI and Call Control If the outgoing trunk is administered as “network” [as in the case of a private network with cascading ECS (s)], the call will fail; that is, the “user” end will drop the call because the “network” trunk of the ECS does not provide a CONNect ACKnowledgement. PRI trunks should be accessed by Switch-Classified calls using AAR/ARS. The use of TACs to access PRI trunks is not supported.
ASAI and Call Control service_circuit [optional] This parameter must be set to “classifier” if the destination is off-ECS and the trunk access code is contained in the dest_route_select regardless of whether the option “Call Classification after Answer Supervision” is set or not. This parameter is optional if the destination is on-ECS or the trunk access code is included in the dest_addr parameter.
ASAI and Call Control uui_info [optional] UUI information received in a successful Third Party Make Call on the ASAI link is stored by the ECS with the call for the life of the call or until overwritten due to a later UUI IE associated with the call. UUI from a Third Party Make Call will be sent in any ISDN SETUP message for the call, in the Alerting and Call Offered Event Reports, and in a Route Request, if one is made.
ASAI and Call Control Call Classification The ECS uses the Call Classification process, along with a variety of internal and external events, to determine a Switch-Classified call’s outcome. If Call Classification after Answer Supervision is disabled, then whenever the called endpoint is external, a call classifier is used. The classifier is inserted in the connection as soon as all the digits have been outpulsed.
ASAI and Call Control The following lists the conditions that can be detected: Table 4-2.
ASAI and Call Control a classifier is used only if answering machine detection has been requested for the call. This feature should only be used with trunks that provide answer supervision. ■ Call Classifier — The call classifier detects an answer when: — Voice energy is detected by the call classifier.
ASAI and Call Control For calls placed over ISDN-PRI facilities, if the ISDN ALERTing message is received from the network, the classifier is expected to detect the “in band” ringing and provide the “no answer” classification independent of receiving an ISDN ALERTing message. For calls placed to on-ECS destinations, the “no answer” classification is done by counting the number of seconds of ringing. The adjunct is notified of the no answer outcome in a Third Party Call Ended with cause CS3/19 — No Answer.
ASAI and Call Control ■ Attempting to use a Trunk Access Code (TAC) to access a PRI trunk (only Automatic Alternate Routing/Automatic Route Selection [AAR/ARS] feature access codes may be used to place a Switch-Classified call over a PRI trunk) (cause CS0/21 — Call Rejected) ■ No classifiers available (cause CS3/21 — Classifiers not available) ■ Resources not available (for example, time slots or association records) — NAK/Return Error component (cause CS3/40 — Resources not available) ■ Receipt of
ASAI and Call Control The Alerting and Call Connected Event Reports are sent to the adjunct when the call is being delivered at a physical endpoint (agent/extension). The Connected Party number item and its extension are included in these event reports. For announcements, the connected party extension is the same as that specified for the calling endpoint in the Third Party Make Call request. For hunt groups and splits, this is the member/agent extension receiving the call.
ASAI and Call Control When the originator is a logged-in ACD agent, ACD call delivery rules apply. When the originator is a station user (the call was delivered through a hunt group, not an ACD split), normal alerting and call delivery take place. If the originator has a display set, the display shows the destination’s extension (if the destination is internal), or the name of the trunk group (if the destination is external).
ASAI and Call Control ■ Service or option not subscribed/provisioned (CS0/50) If an adjunct includes user-to-user information and the ECS field release is not V3 or later, the ECS denies the request. Other Failure Conditions for Switch-Classified Calls A Third Party Make Call (Switch-Classified) is dropped if: ■ The COR check for delivering the call has failed — Call Ended Event Report (cause=CS0/21). ■ An answered call at the destination cannot be delivered because of a full queue condition.
ASAI and Call Control 4-20 priority_calling [optional] If present, a priority call is placed if the destination is a local extension. If the priority flag is specified for an off-ECS destination, the call is denied. The default is nonpriority. max_rings N/A (ignored) direct_agent_call Must not be present supervisor_assist Must not be present alert_order [optional] If present, must be NO (alert originator first). It is recommended that this item not be present.
ASAI and Call Control uui_info [optional] UUI received in a successful Third Party Make Call on the ASAI link is stored by the ECS with the call for the life of the call or until overwritten due to a later UUI IE associated with the call. UUI from a Third Party Make Call will be sent in any ISDN SETUP message for the call, in the Alerting and Call Offered Event Reports, and in a Route Request, if one is made. The UUI IE sent over an ISDN trunk can contain more data than the UUI IE sent to ASAI.
ASAI and Call Control Call Classification for User-Classified Calls All call-progress audible tones are provided to the originating user at the calling endpoint (except that user does not hear dial tone or touch tones). Call progress feedback is sent to the adjunct in event reports. For OCM preview dialing applications, final call classification is done by the station user staffing the originating set (who hears call progress tones and manually records the result).
ASAI and Call Control After dialing is completed, the calling endpoint hears call progress tones (but not dial tone or touch tones). If the call was placed to a VDN extension, the calling endpoint hears whatever has been programmed for the vector associated with that VDN. If the calling endpoint has a display set, the display shows the called endpoint’s extension and name (if the called endpoint is on-ECS), or the name of the Trunk Group (if the called endpoint is off-ECS).
ASAI and Call Control ■ The originator is a hunt group with no available AWOH members (cause=CS0/17). ■ The originator is busy on one call appearance in talking state (cause=CS0/17). ■ The originator has “hot line” administered (cause=CS0/58). ■ The call could not be originated because of lack of resources (cause=CS3/40). ■ A UUI Information Element longer than 32 bytes was received (cause=CS0/100). ■ The originator is not a valid station extension (cause=CS0/28).
ASAI and Call Control ! WARNING: The customers should be careful when mixing voice call traffic with Phantom Call traffic in a queue. The call handling times should be considered and if Phantom Calls are expected to remain in queue much longer than voice calls, they could impact the delivery of the voice calls and cause misleading measurements. Parameters for Phantom Calls This list contains the ASAI interface call parameters for Phantom calls.
ASAI and Call Control return_ack [optional] If this parameter is present, it indicates that the ECS should return an acknowledgment to the request. If this parameter is not present, then the ECS does not return an acknowledgment. uui_info [optional] UUI received in a successful Third Party Make Call on the ASAI link is stored by the ECS with the call for the life of the call or until overwritten due to a later UUI IE associated with the call.
ASAI and Call Control Call Classification for Phantom Calls Phantom calls are not classified by the ECS; however, there are cases in which unsuccessful Phantom Calls are cleared by the ECS. For instance, if a Phantom Call is placed over ISDN trunks and the called destination is busy, the ECS tears down the call, and sends a Third Party Call End message to the application. This message includes a cause value indicating the reason why the call is cleared, in this case the cause value is “User Busy” (CS0/17).
ASAI and Call Control Negative Acknowledgment of a Phantom Call A Third Party Make Call (Phantom Call) request is denied (NAK/Return Error Component), if the request fails because of the following reasons: ■ Phantom Call request received on an ECS administered prior to Release 6 (cause=CS3/27). ■ The originator is a hunt group with no available AWOH members (cause=CS0/17). ■ The originator is busy on one call appearance in talking state (cause=CS0/17).
ASAI and Call Control the ‘‘Expert Agent Selection (EAS)’’ on page 12-36 of Chapter 12, ‘‘ASAI and Feature Interactions’’ for detailed information. Parameters for Direct-Agent Calls This section contains the ASAI interface call parameters for direct-agent calls. All parameters are the same as those listed for User-Classified calls with the exception of the called endpoint. orig_addr [mandatory] Valid calling endpoints (originators) for direct-agent calls are station extensions.
ASAI and Call Control uui_info [optional] The ECS supports receiving UUI in the Third Party Make Call request from the adjunct. If an ASAI adjunct provides UUI in a Third Party Make Call, then the ECS stores that UUI with the call. UUI from a Third Party Make Call will be sent in any ISDN SETUP message for the call, in the Alerting and Call Offered Event Reports, and in a Route Request, if one is made. The UUI IE sent over an ISDN trunk can contain more data than the UUI IE sent to ASAI.
ASAI and Call Control alert_order Must not be present service_circuit (classifier) Must not be present return_ack [optional] If this parameter is present, it indicates that the ECS should return an acknowledgment to the request. If this parameter is not present, then the ECS does not return an acknowledgment. Call Classification All call-progress, audible tones are provided to the originating user (except that user does not hear dial tone or touch tones).
ASAI and Call Control After dialing is completed, the calling endpoint hears call progress tones (for example, alerting or busy). Direct-Agent Call Destination If the destination ACD agent has a display, the display shows the name of the originator and the name of the specified split. Once this call is set up, either the station user or the adjunct may control it. The adjunct must specify the association used in the Third Party Make Call capability when requesting other Call Control capabilities.
ASAI and Call Control NOTE: The supervisor-assist call is a feature activated through a button pushed on the ACD agent’s voice set. When activating this feature from the voice set, the agent can talk to the supervisor3 while currently on a call and then transfer the original call to the supervisor, or conference in all parties (the supervisor, the agent, and the caller).
ASAI and Call Control Supervisor-Assist Call Parameters This section contains the ASAI interface call parameters for supervisor-assist calls. 4-34 orig_addr [mandatory] Valid calling endpoints (originators) for this type of call are ACD agent extensions. dest_addr [mandatory] Valid called endpoints are on-ECS station extensions (excluding VDNs, splits, off-ECS DCS and UDP extensions). split_param Must be present and must be a valid split extension; orig_addr should be logged into the split.
ASAI and Call Control service_circuit Must not be present return_ack [optional] If this parameter is present, it indicates that the ECS should return an acknowledgment to the request. If this parameter is not present, the ECS does not return an acknowledgment. uui_info [optional] The ECS supports receiving UUI in the Third Party Make Call request from the adjunct. If an ASAI adjunct provides UUI in a Third Party Make Call, then the ECS stores that UUI with the call.
ASAI and Call Control Supervisor-Assist Call Classification A classifier is not used for this type of call. Call progress feedback is reported to the adjunct in event reports. In addition, call-progress and audible feedback is provided to the originating user. ECS Operation for Supervisor-Assist Call Setup The ECS attempts to set up a station-to-station call for the agent’s extension specified in the originating address.
ASAI and Call Control Once set up, this call may be controlled either by the station user or by the adjunct. The adjunct must use the same association as that specified in the “Third Party Make Call” request when requesting any Third Party Call Control capabilities.
ASAI and Call Control Table 4-3. Third Party Make Call Options Dest Alert First Service Circuit (Classif) Direct Agent Field Supv Assist Field Switch-Classified y y n n y n y y User-Classified n n n n y n n y Direct-Agent n n y n y y n y Supv-Assist n n n y y y n y Phantom Call n n y (NOTE) n y y (NOTE) n y Call Type Priority Split Calling Param.
ASAI and Call Control Third Party Take Control The adjunct uses this initiating capability to control a call already in progress. Information Flow The adjunct expects a response to its request. An acknowledgement is sent to the controlling adjunct if the request is successful. As part of the acknowledgement, a party and extension list of all parties on the call (for all on-ECS extensions on the call) are provided.
ASAI and Call Control UCID (Universal Call ID) Starting with Release 6, UCID is included in the acknowledgment only if it exists in the DEFINITY ECS and the “Send UCID to ASAI”1 field is administered to ‘y’. It is a unique tag assigned to each ECS call. Consult DEFINITY Enterprise Communications Server Release 6 Administration and Feature Description, 555-230-522 for more details on merging UCIDs. 1. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.
ASAI and Call Control Denial NAK) Causes The ECS issues the following reason for denying the request: ■ Invalid association (CS0/81) The association is already in existence. ■ Requested facility not subscribed/provisioned (CS0/50) The user has not subscribed for the requested capability. ■ Invalid call_id (CS3/86) The requester has sent an invalid call_id (call does not exist, has been cleared).
ASAI and Call Control Considerations The ECS allows only one adjunct to control a call at any given time. Subsequent requests for Third Party Take Control from an adjunct while a call is already active are denied by the ECS. Third Party Take Control cannot take control of a call which has been established over, and is still controlled over, a Call Control association. Third Party Take Control may be issued at any time during the life of a call.
ASAI and Call Control Third Party Selective Hold The adjunct uses this capability to place a controlled call on hold at an on-ECS station. The effect is as if the specified party depressed the hold button on his or her multifunction terminal to locally place the call on hold, or flashed the switch hook on an analog terminal. Information Flow The adjunct expects a response to its request.
ASAI and Call Control ■ Invalid Information Element contents (CS0/100) The party_id value of the request is invalid. For example, a Third Party Selective Hold is sent for the destination of a ringing call (the call is ringing and not yet answered at that endpoint). The party_id specified in the party_id Information Element has not passed through the connected stage and is therefore invalid. ■ User busy (CS0/17) The user is busy with another ASAI request.
ASAI and Call Control 1. If the hold request is for either call appearance already in the held state, nothing else is done (request is ACKed). 2. If the hold request is for CA1 (when CA1 is in the active state), the call is placed on soft (conference) hold. 3. If the hold request is for CA2 (when CA2 is in the active state), and CA1 is also held, then CA2 is placed on hard-hold. 4.
ASAI and Call Control Third Party Reconnect The adjunct uses this controlling capability to reconnect an on-ECS party to a controlled call. Information Flow The adjunct expects a response to its request. The ECS either: — Reconnects the party to the call after validating the parameters, or — Denies the request Third Party Reconnect Parameters party_id Identifies the party to be reconnected ACK (Positive Acknowledgment) Parameters No parameters are contained in the acknowledgement for this capability.
ASAI and Call Control ■ Mandatory Information Element missing (CS0/96) The party_id is missing in the request. ■ User busy (CS0/17) The user is busy (active) on another call. ■ User not responding (CS0/18) The party was on-hook when the request was made and it did not go off-hook within five seconds (call remains on hold). ■ Resources not available (CS3/43) The call cannot be reconnected due to too many parties already on the call or other ECS-specific resource problems.
ASAI and Call Control Redirect Call The adjunct uses this capability to re-route a call that is already alerting a station extension. Information Flow The adjunct expects a response to its request.
ASAI and Call Control ■ Invalid destination (CS3/43) Invalid destinations include the following: empty (0 digits), unassigned extension (invalid dial plan numbers), incomplete number of digits for AAR/ARS pattern, or non-AAR/ARS FAC.
ASAI and Call Control redirected again. If the new (redirected-to) number is off-premises, the call is routed there and the caller hears call progress tones. In this case, the call may not be redirected again. For both on and off the ECS redirection, the ECS will not drop the redirecting party until success is assured. It is at this point that the positive acknowledgement is sent. If the ECS cannot redirect the call, NAK is provided and the alerting call will not be affected.
ASAI and Call Control Third Party Listen-Disconnect Starting with R5, Third Party Listen-Disconnect is one of two capabilities available with the Selective Listening feature. Third Party Listen-Reconnect is the companion to the Listen-Disconnect capability. For the adjunct to use the Selective Listening feature, it must first be optioned on the System Parameters Customer Options form.
ASAI and Call Control ACK (Positive Acknowledgement) Parameters A listen-disconnected message is acknowledged by the ECS if the request succeeds. No parameters are contained in the acknowledgement for this capability. Denial (NAK) Causes The ECS issues one of the following reasons as the cause for denying the request: ■ Invalid association (cause CS0/81). ■ Request made on other than call control associations (cause CS0/111). ■ Invalid message (missing IE) (cause CS0/96).
ASAI and Call Control other voice paths remain (for example, through the presence of a third party on the call). The level of “leakage” of tones or voice varies with the type of equipment present on the call. ■ All listen-disconnected connections will be automatically restored to normal operation if the ASAI link controlling the call fails.This means that the listener will no longer be disconnected and will be able to hear all speech and tones on the call.
ASAI and Call Control Third Party Listen-Reconnect Starting with R5, Third Party Listen-Reconnect is one of two capabilities available with the Selective Listening feature. Third Party Listen-Disconnect is the companion to the Listen-Reconnect capability. For the adjunct to use the Selective Listening feature, it must first be optioned on the System Parameters Customer Options form.
ASAI and Call Control Denial (NAK) Causes The ECS issues one of the following reasons as the cause for denying the request: ■ Invalid association (cause CS0/81). ■ Request made on other than call control associations (cause CS0/111). ■ Invalid message (missing IE) (cause CS0/96). ■ Invalid IE contents (cause CS0/28). ■ A party specified is not supported by this feature (for example, maps to announcements, extensions without hardware, etc.) (cause CS0/28).
ASAI and Call Control Third Party Single-Step Conference Starting with Release 6, this capability allows the adjunct to add a device into an existing call. This is accomplished with a single request without the need for a local device to be previously connected into the call. Up to the maximum allowed number of parties (as per administration), can be added to a call by using Single-Step Conference.
ASAI and Call Control Third Party Single-Step Conference Parameters called number [mandatory] The station extension to be added into the call. call options [optional] The following call options are supported. ■ Visibility [optional] — The newly added party with ‘full visibility’ option will have listen and talking paths. With ‘no visibility’, only listening paths will be provided for the newly added party. ■ Alert-Order [optional] — Not used, defaults to “add party without alerting”.
ASAI and Call Control Denial (NAK) Causes ■ Invalid association (CS0/81) — The association does not exist. ■ Invalid number (CS0/28) — Called party number is not a station or an AWOH extension. Also sent, if the specified called number is not an administered extension in the DEFINITY ECS. ■ Mandatory IE missing (CS0/96) — A required parameter is missing in the request. ■ Invalid IE contents (CS0/100) — The call option IE value is other than “Alert Order” or “visibility”.
ASAI and Call Control Communications Server CallVisor ASAI Protocol Reference, 555-230-221. Considerations If the Single-Step Conference is used to add a recording device into a call, the adjunct has the responsibility of dropping the recording device and/or call when appropriate. The DEFINITY ECS can not distinguish between recording devices and real stations; so if a recording device is left on a call with one additional party, the DEFINITY ECS will leave the call up forever until one party drops.
ASAI and Call Control Third Party Merge The adjunct uses this controlling capability to merge (for example, conference or transfer at a specified station) two existing controlled calls into a single call on behalf of an on-ECS station. A request is made over the association of the call on hold. NOTE: This only works if one call is on hold while the other is active (alerting, queued, held, or connected). Information Flow The adjunct expects a response to its request.
ASAI and Call Control An acknowledgement (with party/extension information) is sent to the controlling adjunct when the conference/transfer is complete. Included in the acknowledgement is a list of all parties on the call (including extensions for local parties). The acknowledgment is sent over the association used to request Third Party Merge. Any other associations monitoring the call or Domain Controlling endpoints receive the Call Conference/Call Transferred Event Reports.
ASAI and Call Control ■ Message not compatible with call state (CS0/98) The common party is not in a valid state for the operation (merge) to take place. For example, the common party does not have one call active (talking) and one call in the held state as required. ■ Resources not available (CS3/40) The ECS may have run out of resources (for example, time slots). ■ Reorder/Denial (CS3/42) Both calls are Alerting. Both calls are being service observed. An active call is in a vector processing stage.
ASAI and Call Control The Third Party Merge capability can be also used by the adjunct to transfer an ACD call to a supervisor. A sample scenario is presented below. Note that this sample is not the only way in which to effect the transfer to the supervisor. An ACD agent handling may request (via data keyboard) that the call be transferred to the supervisor. The adjunct: 1. Places the existing call on hold. 2.
ASAI and Call Control Third Party Selective Drop The adjunct uses this controlling capability to disconnect a specific party from a call. The party may be a station or a trunk. For G3V3 and later, a tone resource (other than ringback) may be dropped from a connection. Information Flow The adjunct expects a response to its request.
ASAI and Call Control Third Party Selective Drop Parameters party_id [optional] Identifies the party on the call to be disconnected. (If specified, do not specify resource_id.) uui_info [optional] If there is UUI stored with a call, and if that UUI came from an ISDN DISCONNECT message or in an ASAI Third Party Drop Request, and if a party drops from the call and a Drop Event Report results, then the ECS will include the UUI stored with the call in the Drop Event Report.
ASAI and Call Control ACK (Positive Acknowledgement) Parameters No parameters are contained in the acknowledgement for this capability. Denial (NAK) Causes The ECS issues one of the following reasons as the cause for denying the request: ■ Mandatory Information Element missing (CS0/96) The party_id is missing from the request. ■ Invalid number/domain (CS0/28) An invalid party_id or extension number is present in the request. ■ Invalid association (CS0/81) The association does not exist.
ASAI and Call Control Considerations The adjunct must know the association and the party_id of the party on the call to be dropped. When a party is dropped from an existing conference call with three or more parties (directly connected to the ECS), the other parties remain on the call. If this is a two-party call, the entire call is dismantled. Only connected parties and trunks (in any state) can be dropped from a call. Held, bridged, and alerting local parties cannot be dropped by the adjunct.
ASAI and Call Control Third Party Relinquish Control The adjunct uses this capability to terminate a Call Control association. The call itself is not affected by this capability. Information Flow The adjunct expects a response to its request. The ECS: — Relinquishes control of the call if the request is valid Third Party Relinquish Control Parameters None for this capability. ACK (Positive Acknowledgement) Parameters No parameters are contained in the acknowledgement for this capability.
ASAI and Call Control Third Party Clear Call The adjunct uses this controlling capability to drop all parties from a controlled call. Information Flow The adjunct expects a response to its request. The ECS either: — Clears the entire call (for example, disconnects all parties) and acknowledges, or — Denies the request As the ECS is clearing the call: ■ Every station dropped is in the off-hook idle state. ■ Any lamps associated with the call are off. ■ The displays are cleared.
ASAI and Call Control Protocol Error (NAK) Cause The ECS issues the following cause for generating a protocol processing error: ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association. For example, invoking the Third Party Make Call capability on a Domain Control association is inconsistent.
ASAI and Call Control Third Party Send DTMF Signals Starting with G3V4, this controlling capability is used by the adjunct to transmit a sequence of DTMF tones on behalf of a party on the call. Information Flow The adjunct expects a response to its request.
ASAI and Call Control Denial (NAK) Cause The ECS issues the following reasons as the cause for denying the request and ending the association: ■ Mandatory Information Element missing (CS0/96) The char_seq is missing from the request. A denial may be sent if another parameter is missing as well. ■ Invalid number/domain (CS0/28) Party_id is out of range or is a party on whose behalf ASAI cannot send DTMF tones (that is, a party other than a station or a trunk). Or, call_id is out of range.
ASAI and Call Control NOTE: For more information regarding protocol errors and a complete list of reason codes (cause values), see the DEFINITY Enterprise Communications Server CallVisor ASAI Protocol Reference, 555-230-221. Considerations ■ DTMF signals may be sent to any extension type on the call. ■ If a character sequence with a length greater than 32 is supplied, only the first 32 characters in the sequence will be accepted (the remaining characters will be ignored).
ASAI and Call Control Third Party Call Ended The ECS uses this terminating capability to inform the adjunct that a controlled call has ended and to clear the call control association that was controlling the call. It is also used when two calls are merged since one call control association terminates when the calls merge. Information Flow The ECS does not expect a response.
ASAI and Call Control ■ Call rejected (CS0/21) The ECS drops the call due to an illegal action and/or request by the user (for example, attempting to merge two outbound calls without disconnect supervision). ■ No answer (CS3/19) The classifier does not detect answer within the allowed number of rings. ■ Answering Machine Detected (CS3/24) The call was answered by an answering machine. ■ Incompatible Destination (CS0/88) The classifier detects answer back tone.
ASAI and Call Control 4-76 Issue 7 May 1998
ASAI and Domain Control 5 This chapter describes the Domain (Station or ACD Split/EAS skill) Control Capability Group. The adjunct uses these capabilities to control and monitor all calls at a station extension, to monitor selected calls only at that specific station, and to begin outbound calls from that station. Additionally, the adjunct may use this capability to receive Agent Logout Event Reports, and, starting with G3V4, Agent Login Event Reports, for a specified ACD split or EAS skill.
ASAI and Domain Control 5-2 Third Party Merge The adjunct uses this controlling capability to merge two calls at a controlled extension. Third Party Selective Drop This controlling capability lets the adjunct drop a controlled extension from a given call. Third Party Auto Dial The adjunct uses this controlling capability to begin an outbound call on behalf of a station extension. Third Party Relinquish Control The adjunct uses this controlling capability to end an active domain-control association.
ASAI and Domain Control Domain (Station) Control Description Domain (station) Control allows an adjunct to receive event reports and control all calls beginning at or coming to a specific station extension. Without these capabilities, similar control and monitoring functions would require the adjunct to have adjunct control of the entire call.
ASAI and Domain Control Domain Control Capabilities The following capabilities have the same function within Domain Control as they do in the Call Control Capability Group. ■ Third Party Merge ■ Third Party Selective Hold ■ Third Party Reconnect ■ Redirect Call ■ Third Party Selective Drop ■ Third Party Send DTMF ■ Third Party Single-Step Conference The following parameters allow the use of these capabilities over the Domain Control Capability Group.
ASAI and Domain Control Table 5-1.
ASAI and Domain Control Third Party Domain (Station) Control Request An adjunct uses this capability to receive event reports and control calls at a specified extension. Information Flow The adjunct expects a response to its request. The ECS returns an acknowledgement to the application after the ECS verifies that the station number is valid and the maximum number of controllers for the station has not been reached.
ASAI and Domain Control Protocol Error (NAK) Cause The ECS issues the following cause for a protocol processing error: ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association. For example, invoking the Third Party Domain Control request on a Call Control association is inconsistent.
ASAI and Domain Control Third Party Domain Control Request for ACD Split/EAS Skill Domain This capability allows the adjunct to receive event reports at a specified domain. Only two reports are currently available: the Logout Event Report and starting with G3V4, the Login Event Report. Third Party Call Control capabilities are not allowed for Third Party Domain Control for the ACD Split/EAS Skill Domain. Information Flow The adjunct expects a response to its request.
ASAI and Domain Control Protocol Error (NAK) Cause The ECS issues the following cause for a protocol processing error: ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association. For example, invoking a Third Party Domain Control Request over a Call Control association is inconsistent.
ASAI and Domain Control Third Party Answer This capability allows the adjunct to request, on behalf of a station user, that a ringing, bridged, or held call that is present at a station be “answered.” This is done by connecting a call by forcing the station off-hook, if the user is on-hook, or by cutting through the call to the head or handset, if the user is off-hook (listening to dial tone or being in the off-hook idle state).
ASAI and Domain Control ■ Invalid number/domain (CS0/28) The call_id contained in the request is invalid. ■ Mandatory Information Element missing (CS0/96) A mandatory parameter is missing from the request. Protocol Error (NAK) Cause The ECS issues the following cause for a protocol processing error: ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association.
ASAI and Domain Control A multifunction station user can also have other call appearances with alerting, bridged, or held calls while requesting the Third Party Answer capability on a call. If the station is active on a call (talking), listening to reorder/intercept tone, or does not have an idle call appearance (for ACB, ICOM, PCOL, or TEG calls) at the time the Third Party Answer capability is requested, the request is denied.
ASAI and Domain Control Third Party Selective Hold The adjunct uses this capability to place a controlled extension on hold. The effect is as if the specified party depressed the hold button on his or her terminal to locally place the call on hold. For analog sets (phones) with only one call active, selective hold places the call on conference hold (the same as if the switch-hook was flashed once). For analog sets which already have a held call, this request places the active call on hard hold.
ASAI and Domain Control ■ Invalid call type (CS3/43) The call cannot be held due to the type of call (for example, emergency, wakeup, or service observed). Protocol Error (NAK) Cause The ECS issues the following cause for a protocol processing error: ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association. For example, invoking a Third Party Domain Control Request over a Call Control association is inconsistent.
ASAI and Domain Control Third Party Reconnect The adjunct uses this controlling capability to reconnect a held call to a station. Information Flow The adjunct expects a response to its request.
ASAI and Domain Control Protocol Error (NAK) Cause The ECS issues the following cause for a protocol processing error: ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association. For example, invoking a Third Party Domain Control Request over a Call Control association is inconsistent.
ASAI and Domain Control Redirect Call The adjunct uses this capability to re-route a call that is already alerting a station extension. Information Flow The adjunct expects a response to its request.
ASAI and Domain Control ■ Miscellaneous Restrictions (CS3/42) — The redirected-to number cannot be the same as the originating number or the redirecting number. — The call is redirecting on the first leg of a switch-classified call. ■ Miscellaneous Restrictions (CS3/43) — The redirected-to number is a Remote Access Extension, or the COR check fails. — The redirecting station is origination-restricted.
ASAI and Domain Control There is a special case where an adjunct can receive a positive acknowledgment, but the redirect may fail. For example, if the call is redirected to an off-premises number and the network trunk is seized, the ECS considers this successful redirection and drops the redirecting party. The caller may hear any network-provided call progress tones. Party_ids may be re-used if the call is redirected more than once.
ASAI and Domain Control Third Party Merge The adjunct requests that two calls (already existing at the domain-controlled station) be merged. Information Flow The adjunct expects a response to its request. The ECS either: — Validates the parameters, sends an acknowledgement to the adjunct, and merges the two calls, or — Denies the request if the parameters are invalid Third Party Merge Parameters common_ party_id [ignored] Identifies the common endpoint with regard to the merged call.
ASAI and Domain Control result_call_ id [mandatory] The call_id after the call is merged (provided by the ECS) party_id [mandatory] The list of party_ids for the merged call provided by the ECS connected number [mandatory] The list of extensions for the parties on the call old party_id A list of party ids corresponding to the calls prior to the conference.
ASAI and Domain Control ■ Invalid association (CS0/81) The association does not exist. ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association. For example, invoking a Third Party Domain Control Request over a Call Control association is inconsistent.
ASAI and Domain Control Third Party Selective Drop The adjunct uses this controlling capability to drop a controlled extension from a call. Information Flow The adjunct expects a response to its request. The ECS either: — Drops the party once it has validated the parameters, or — Denies the request if it could not execute the disconnect operation or if the call_id specified does not exist (invalid parameter).
ASAI and Domain Control Protocol Error (NAK) Cause The ECS issues the following cause for a protocol processing error: ■ Protocol error (CS0/111) The Q.932 protocol has been violated or the capability invoked is not consistent with this association. For example, invoking a Third Party Domain Control Request over a Call Control association is inconsistent.
ASAI and Domain Control Third Party Auto Dial An adjunct uses this capability to set up a two-party call between the domain-controlled station and an internal or external destination. This capability can only be requested by an application having an active domain-control association. Starting with Release 6, AWOH (Administration Without Hardware) stations can be the originators of the calls or domain control associations. This call is referred to as a Phantom Call.
ASAI and Domain Control Information Flow The adjunct expects an acknowledgement to its request only if the return_ack has been set to yes. Starting with Release 6, if the UCID (Universal Call ID) is present, it is included in the acknowledgment if administered1 to be sent. An application that wishes to make use of the UCID should request an acknowledgment since the UCID is not included in every event report. Third Party Auto Dial Parameters 1.
ASAI and Domain Control return_ack This parameter enables the ECS to acknowledge the request made by the adjunct. It can be set to “yes” for acknowledgement or “no” for no acknowledgement. The default is “no.” priority_ calling [optional] If present, a priority call is placed if the destination is a local extension. If the priority flag is specified for an off-ECS destination, the call is denied. The default is non-priority.
ASAI and Domain Control ACK (Positive Acknowledgement) Parameters If the return_ack was present in the adjunct’s request, the ECS will return an ACK containing the following: party_id The party identifier of originator call_id The call identifier of the resulting call UCID If present, the Universal Call ID of the resulting call If the return_ack is not present, no ACK is returned. Denial (NAK) Causes None for this capability.
ASAI and Domain Control Third Party Relinquish Control The adjunct uses this terminating capability to end a Domain Control association. The ECS continues to process all calls at the domain-controlled station or split or EAS skill normally. Calls present at the domain-controlled station or split or EAS skill are not affected by this capability. Information Flow The adjunct expects a response to its request. The ECS always ends a domain control association and acknowledges the request.
ASAI and Domain Control Considerations Ending one Domain Control association does not affect the other active associations that may be controlling an extension, or the state of any calls at that extension. This capability does not disconnect the domain-controlled station or any other station from any call.
ASAI and Domain Control Third Party Send DTMF Signals The adjunct uses this controlling capability to transmit a sequence of DTMF tones on behalf of a domain-controlled party on the call. Information Flow The adjunct expects a response to its request.
ASAI and Domain Control Denial (NAK) Cause The ECS issues the following reasons as the cause for denying the request and ending the association: ■ Mandatory Information Element missing (CS0/96) The char_seq is missing from the request. A denial may be sent if another parameter is missing as well. ■ Invalid number/domain (CS0/28) Party_id is out of range or is a party on whose behalf ASAI cannot send DTMF tones (that is, a party other than a station or a trunk). Or, call_id is out of range.
ASAI and Domain Control NOTE: For more information regarding protocol errors and a complete list of reason codes (cause values), see the DEFINITY Enterprise Communications Server CallVisor ASAI Protocol Reference, 555-230-221. Considerations ■ DTMF signals may be sent to any extension type on the call or trunk. ■ If a character sequence with a length greater than 32 is supplied, only the first 32 characters in the sequence will be accepted (the remaining characters will be ignored).
ASAI and Domain Control Third Party Single-Step Conference Starting with Release 6, this capability allows the adjunct to add a domain controlled device into an existing call. This is accomplished with a single request without the need for a domain-controlled device to be previously connected into the call. Up to the maximum allowed number of parties (as per administration), can be added to a call by using Single-Step Conference.
ASAI and Domain Control Third Party Single-Step Conference Parameters call id [mandatory] The call to which the domain-controlled station will be added. call options [optional] The following call options are supported. ■ Visibility [optional] — The newly added party with “full visibility” option will have listening and talking paths. With “no visibility”, only listening path will be provided for the newly added party. ■ Alert-Order [optional] — Not used, defaults to “add party without alerting”.
ASAI and Domain Control Denial (NAK) Causes ■ Invalid association (CS0/81) — The association does not exist. ■ Invalid number (CS0/28) — The specified call_id is within the allowable range but currently not active in the ECS. ■ Mandatory IE missing (CS0/96) — A required parameter is missing in the request. ■ Invalid IE contents (CS0/100) — The call_id is outside the allowable range for the DEFINITY ECS or the call option IE value is other than ‘Alert Order’ or ‘visibility’.
ASAI and Domain Control Considerations If the Single-Step Conference is used to add a recording device into a call, the adjunct has the responsibility of dropping the recording device and/or call when appropriate. The DEFINITY ECS can not distinguish between recording devices and real stations; so if a recording device is left on a call with one additional party, the DEFINITY ECS will leave the call up forever until one party drops.
ASAI and Domain Control Third Party Domain Control Ended This capability is used by the ECS to inform an application that a domain-control association has been terminated because the domain was removed or changed to become an invalid domain by administration. Information Flow The ECS does not expect a response. Third Party Domain Control Ended None for this capability.
Event Notification Capabilities 6 This chapter describes the Notification Capability Group. The capabilities available in this group allow the adjunct to request and cancel event reporting on new calls. Event Notification Capabilities Event Notification Request This capability enables the adjunct to direct DEFINITY ECS to send event reports for new calls entering an ACD split or VDN domain.
Event Notification Capabilities Event Notification Ended This capability allows ECS to notify the adjunct when a monitored domain becomes invalid (via administration) for event notification. Event Report See Chapter 3, ‘‘Event Reporting and U-Abort Capabilities.
Event Notification Capabilities Event Notification Request This capability enables the adjunct to request notification for calls entering VDN or ACD split domains. The requested ACD splits must not be adjunct-controlled1 or vector-controlled.2 Starting with G3V3, a maximum of three notification associations for ACD or VDN type domains is allowed to obtain events for a call.
Event Notification Capabilities ACK (Positive Acknowledgement) Parameters No parameters are contained in the acknowledgement for this capability. Denial (NAK) Causes ECS issues the following reason as the cause for not executing the request: ■ Requested facility (capability) not subscribed/provisioned (CS0/50) The user has not subscribed for the requested capability.
Event Notification Capabilities Communications Server CallVisor ASAI Protocol Reference, 555-230-221. Considerations When monitoring is established for a VDN or ACD domain, ECS generates event reports as calls arrive at the domain. ECS does not generate event reports for calls that are already present (in progress) at ACD or VDN domains when the Request Notification is received.
Event Notification Capabilities Event Notification Cancel This capability enables the adjunct to cancel any notification request (for all calls) for a given domain only for the association that received the request. Information Flow ECS always accepts the request. If the request is not understood by ECS or is received over a non-Event Notification association, ECS aborts the association. See Chapter 3, ‘‘Event Reporting and U-Abort Capabilities’’ for more information regarding the U-Abort capability.
Event Notification Capabilities Stop Call Notification This capability enables the adjunct to request that ECS should stop sending event reports for a particular call, identified by the call_id parameter, over an Event Notification association. Information Flow ECS accepts or denies the request. Stop Call Notification Parameter call_id This parameter indicates the call for which no further event notification is requested.
Event Notification Capabilities NOTE: For more information regarding protocol errors, see the DEFINITY Enterprise Communications Server CallVisor ASAI Protocol Reference, 555-230-221. Considerations Only one call_id per request is allowed. This capability can be requested by an adjunct at any time during the life of a monitored call. The request must be sent over the same Event Notification association that receives event reports for the call.
Event Notification Capabilities Event Notification Ended This capability is used by ECS to notify the adjunct that, through ECS administration, a domain with monitoring has become an invalid domain. Information Flow The adjunct does not respond to this capability. ECS does not expect any acknowledgements (either positive or negative) from the informed adjunct and stops Event Notification for the calls automatically.
Event Notification Capabilities 6-10 Issue 7 May 1998
ASAI and Call Routing 7 This chapter describes the Routing Capability Group. The capabilities in this group allow the ECS to ask for and receive routing instructions for a call. These instructions, issued by the adjunct, are based upon the incoming call information provided by the ECS. The following capabilities are available: Route This capability lets the ECS ask the adjunct for the best route for an incoming call.
ASAI and Call Routing Route This capability allows the ECS to request routing information from the adjunct. The adjunct provides it based upon incoming call information. This feature may be used independently of or in conjunction with call monitoring (Event Notification turned on). Starting with G3V3, the ASAI-Requested Digit Collection feature gives an adjunct the ability to request that a DTMF tone detector (TN744) be connected to detect user-entered digits.
ASAI and Call Routing called party number (DNIS) ■ [mandatory] For incoming calls over PRI facilities, the Called Party Number is from the ISDN SETUP message. ■ For incoming calls over PRI facilities to a VDN that does lookahead interflow on calls, if the lookahead interflow attempt fails, the called number provided is the principal extension of the dialed number.
ASAI and Call Routing uui_info The UUI IE sent over an ISDN trunk can contain more data than the UUI IE sent to ASAI. This happens when the ISDN trunk group is administered with supplementary service protocol other than B, and the UUI IE Treatment is set to “shared”. The UUI for ASAI is packed within the shared UUI before it is sent over an ISDN trunk, and is unpacked at the other end. This is transparent to the ASAI adjuncts, with two exceptions: 1.
ASAI and Call Routing 1. 2. 3. See ‘‘Event Reports’’ Section in Chapter 12, ‘‘ASAI and Feature Interactions.’’ If the ECS is administered to modify the DNIS digits, then the true DNIS is not passed. The field “Send UCID to ASAI” = y needs to be administered on the System Parameters form. Denial (NAK) Causes The adjunct might deny (NAK) a route request with adjunct-specific causes.
ASAI and Call Routing Route Select This capability allows the adjunct to provide the ECS with the destination address to which the call should be routed. In addition, the adjunct can request the ECS to route the call as a direct-agent call and/or a priority call. The first Route Select received cancels all other outstanding requests. Starting with G3V3, the following features provide additional functionality: ■ ASAI-Provided Digits allows an adjunct to include digits in a Route Select capability.
ASAI and Call Routing returns a Route End with cause CS0/28 (Invalid number) and continues vector processing (cancelling any “wait” or “announcement” steps in progress). Route Select Parameters orig_addr NA (ignored) dest_addr [mandatory] This parameter is the valid destination for the call. If it is an off-PBX number, it can contain the TAC/ARS/AAR information. dest_route_select [optional] Contains the TAC/ARS/AAR information for off-PBX destinations.
ASAI and Call Routing specific_event [optional] This parameter indicates when the tone detector used by the ASAI-Requested Digit Collection feature should be released. Options are “far end answer/connect” and “party disconnect.” Only the “far end answer” option is currently supported (starting with Release G3V3); other values are rejected. When the event option is not present in the Route Select and the digit collection is specified, the default is “far end answer/connect.
ASAI and Call Routing This is transparent to the ASAI adjuncts, with two exceptions: 1. If the maximum size UUI allowed on the ISDN trunk is exceeded, then the lower priority data items will be dropped. Whether or not this means that ASAI UUI is dropped depends on the priorities of the data items. These priorities are administered on each trunk group form. Each item stored in shared UUI uses two extra bytes.
ASAI and Call Routing ■ Permission denied (CS3/43) Only incoming trunks (of any type, including ISDN, DTMF, and R2MFC) are eligible for ASAI-Requested Digit Collection. If the originator is not a trunk, a Route Select with the ASAI-Requested Digit Collection option is denied. A call prompter/tone detector is not connected if the originating trunk (to which the tone detector is to be connected) does not have incoming disconnect supervision administered.
ASAI and Call Routing Route End This capability is sent by the ECS to terminate the routing association and inform the adjunct regarding the outcome of the route. In addition, the adjunct uses this capability to terminate routing. Information Flow There is no expected response to the Route End. Route End Parameter(s) cause The ECS issues a Route End for one of the following reasons: ■ User busy (CS0/17) The destination is busy and does not have coverage.
ASAI and Call Routing A va cause ■ Receiving a Valid Route Select (CS3/30) The ECS cancels/terminates any outstanding Route Requests for the call after receiving the first valid Route Select message2. The ECS sends a Route End with cause CS3/30 (Call redirected) to all other outstanding routing associations for the call.
ASAI and Call Routing Considerations ■ If a non-ISDN PRI call is routed successfully, the Called Party Number provided in the pertinent Event Report is the same number provided by the adjunct as the new destination of the call in the Route Select. ■ If the call is an ISDN-PRI call, then the Called Party Number provided in the Event Reports is the original called number provided in the ISDN setup message.
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ASAI and Request Feature Capabilities 8 This chapter describes the Request Feature Capabilities Group. These capabilities allow the adjunct to request or cancel ECS-controlled features. The following capabilities are available: Request Feature This capabilities lets the adjunct invoke or cancel ECS-controlled features. U-Abort (User Abort) See Chapter 3, ‘‘Event Reporting and U-Abort Capabilities.
ASAI and Request Feature Capabilities Request Feature Capability Group An adjunct uses this capability to request invocation of one of the following ECS features: ■ ACD Agent Features — Login — Logout — Work mode changes ■ Call Forwarding ■ Send All Calls (SAC) Information Flow The adjunct expects a response to its request. The ECS either acknowledges or denies the request.
ASAI and Request Feature Capabilities ■ ACD agent logout — ACD split extension — Agent extension — Reason codes (only if the System-Parameters feature field, Logout Reason Codes, is either “forced” or “requested.”) ■ ACD agent change of work mode — ACD split extension — Agent extension — Work mode After call work, Auto in, Manual in, Auxiliary work — Reason codes (only if changing to Auxiliary Work and the System-Parameters feature field, AUX Work Reason Codes is either “forced” or “requested.
ASAI and Request Feature Capabilities ■ Switching Equipment Congestion (CSO/42) The ECS is not accepting the request at this time because of processor overload. The adjunct or user may wish to retry the request but should not do so immediately. ■ Requested facility (capability) not subscribed/provisioned (CS0/50) The user has not subscribed for the specific capability. ■ Mandatory information element (parameter) missing (CS0/96) A required parameter is not present in the request.
ASAI and Request Feature Capabilities ■ Split not Administered Correctly (CS3/41) A request has been denied by the ECS to log in, log out, manual-in or change work mode to auxiliary work or after-call-work for a member of the auto-available split. Change work mode is accepted for a member of the auto-0available split only when the mode is to change to auto-in.
ASAI and Request Feature Capabilities Login over ASAI is accepted only if the agent meets certain state conditions. These state conditions must be the same as if it is being done manually via a voice terminal. For example, if an agent is busy on a call, login is denied. An agent receives a logout denial if he or she is the last agent logged into the split and there are calls currently in the queue, unless the split is vector-controlled.
ASAI and Request Feature Capabilities When an agent does not have auto-answer configured, they are not considered busy when they are: ■ off-hook and idle, or ■ off-hook and in a dialing mode on a call appearance. However, if auto-answer is configured, the agent is busy whenever one or more call appearances are not idle (in other words, they are busy when in a dialing state).
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ASAI and Value Query Capabilities 9 This chapter describes the Value Query Capability Group. The capabilities available in this group allow the adjunct to request and receive information about the status or value of ECS-controlled features and services. The following capabilities are available: Value Query This capability lets the adjunct ask for information about ECS resources. Value Query Response This capability lets the ECS split an answer into multiple messages to the adjunct for long replies.
ASAI and Value Query Capabilities Value Query The adjunct can use this capability to inquire about specific resources available on the ECS. Each query is briefly described next: ACD Agent Login Query This query provides the physical extension for each agent logged into the ACD split. ACD Agent Status Query This query provides the work mode and the state (idle or busy) of an agent.
ASAI and Value Query Capabilities Extension Type Query This query provides information about the type of extension. Starting with Release 6, in an EAS environment, if the query has been requested for a physical station and the station has an agent logged in, a second domain IE will be returned with the agent’s logical extension. Integrated Directory Database Query When an extension number is specified, this query provides the name administered in DEFINITY ECS for that number.
ASAI and Value Query Capabilities UCID (Universal Call ID) query Starting with Release 6, this query provides the UCID for a given call_id, if it exists. This query is independent of the “Send UCID to ASAI” field on the System Parameters form. NOTE: If a reset 1 gets issued while waiting for a response to the UCID query, the response may get lost and the query may need to be reissued.
ASAI and Value Query Capabilities item_params Additional parameters are specific to the following queries: ACD Agent Login Query The ACD split extension ACD Agent Status Query The ACD agent extension and the ACD split extension ACD Split Status Query The ACD split extension Call Information Query The station extension Call Classifier Status Query‘ No additional parameters are required for this query Date/Time Query No additional parameters are required for this query Extension Type Query The
ASAI and Value Query Capabilities Station Feature Query With the Station Feature query, the application passes an extension number and the feature to the ECS. The extension need not be domain-controlled, but must be one supporting the particular feature.
ASAI and Value Query Capabilities ACK (Positive Acknowledgement) Parameters The next paragraphs describe the ACK parameters that are passed by the ECS to the adjunct in response to a particular value query request ACD Agent Login Query ACK Parameters The ECS responds with a sequence of value query response messages that contain the (physical) extension for each agent logged into the split.
ASAI and Value Query Capabilities — Dialing (initiate): A station on the call is off-hook originating a call or listing to dial tone. — Alerting: The call is alerting (ringing). This also includes calls at simulated bridges of stations that are ringing. — Connected (active): A call is active at the station (talking state). This includes active calls at a bridged or simulated bridged appearance. — Held: A call that was put on hold.
ASAI and Value Query Capabilities ■ Voice extension: The response further defines the endpoint assigned to the extension number into various station types: — Analog (includes off-premises station extensions) — Proprietary — BRI ■ ASAI ■ Logical Agent ■ Other (for example, modem pool) If the extension provided in the query is an agent’s login ID, the response is “Logical Agent” and the address field of the domain IE contains the physical station extension the agent is logged into.
ASAI and Value Query Capabilities characters are ASCII characters). If four tildes appear in a name sent by the ECS, then the characters following the first and third tildes will use the special European or Katakana character map so that the characters can be translated; the second and fourth tildes discontinue special character mapping and resume the use of ASCII characters.
ASAI and Value Query Capabilities ■ Voice Messaging ■ Leave Word Calling The MWL query is defined for the following: ■ All types of stations ■ TEGs ■ Hunt groups Status of Send All Calls feature A positive acknowledgment indicates status of the send all calls feature expressed as “on” or “off.” The status is always reported as “off” when the extension does not have a coverage path.
ASAI and Value Query Capabilities UCID (Universal Call ID) Query ACK Parameters The DEFINITY ECS responds with the Universal Call ID (UCID) stored for the call_id. If there is no UCID associated with the call, a positive acknowledgement will be returned without a UCID IE. Denial (NAK) Causes The ECS issues one of the following reasons as the cause for ending the association: 9-12 ■ Invalid association (CS0/81) The association is already in existence.
ASAI and Value Query Capabilities ■ Service or Option not Implemented (CS3/79) — Station Feature Query This value is returned whenever the queried feature has not been defined for the specified extension. In addition, the following is a list of instances where a CS3/79 is returned for a specific feature. NAK — Message Waiting Lamp (MWL) Not Defined A negative acknowledgment with cause value CS3/79 is returned whenever the MWL has not been defined for the specified station.
ASAI and Value Query Capabilities Protocol Error (NAK) Cause The ECS issues the following cause for generating a protocol processing error: ■ Protocol error (CS0/111) TheQ.932 protocol has been violated. NOTE: For more information regarding protocol errors and a complete list of reason codes (cause values), see the DEFINITY Enterprise Communications Server CallVisor ASAI Protocol Reference, 555-230-221.
ASAI and Value Query Capabilities Value Query Response This capability is used by the ECS to provide the adjunct with multiple responses to requested ECS service information. Currently, the ECS replies to an ACD Agent Login Query with up to eight agent addresses per Value Query Response message. Information Flow The ECS does not expect a response from the adjunct after sending a value query response.
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ASAI and Set Value Capabilities 10 This chapter describes the Set Value Capability Group. The parameters available to this group enable the adjunct to set the value of certain ECS-controlled services at an endpoint. The following capabilities are available: Set Value This capability lets the adjunct set predefined values for ECS-controlled features. U-Abort (User Abort) See the discussion about Common Capabilities in Chapter 3, ‘‘Event Reporting and U-Abort Capabilities.
ASAI and Set Value Capabilities Set Value The adjunct uses this capability to set the value of the message waiting Lamp (MWL) and to set the billing rate of a 900-type call. Information Flow The adjunct expects a response to its request. The ECS either acknowledges or denies the request. Set Value Parameters 10-2 item [mandatory] Specifies the item to be set. MWL and Flexible Billing are the only options presently available.
ASAI and Set Value Capabilities ACK (Positive Acknowledgement) Parameters No parameters are contained in the acknowledgement for this capability. Denial (NAK) Causes The ECS issues one of the following reasons as the cause for not setting the MWL: ■ Invalid association (CS0/81) The association is already in existence. ■ Invalid number (CS0/28) An invalid parameter value has been designated.
ASAI and Set Value Capabilities Communications Server CallVisor ASAI Protocol Reference, 555-230-221. Considerations MWL System cold starts cause the ECS to lose the message MWL status. Hot starts (PE interchange) and warm starts do not affect the MWL status. To keep the MWL synchronized with the other adjuncts, the ASAI adjunct must use the Set Value capability to update the MWL whenever the link between the ECS and adjunct comes up from a cold start.
ASAI and Set Value Capabilities 3. If VDN Return Destination is assigned, the Flexible Billing feature may not be able to function as desired because the new connection may result in the need for a different billing option that cannot be overridden, or may result in different rates that would inappropriately be applied to the previous connection(s).
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ASAI Maintenance Capabilities 11 This chapter describes the Maintenance Capability Group. The capabilities available in this group are used to disable and enable ECS-administered alarms for periodic link maintenance and to obtain information about the condition of the ASAI link. The following capabilities are available: Heartbeat This capability lets the adjunct and the ECS request a sanity check on the ASAI software or the ASAI link.
ASAI Maintenance Capabilities Heartbeat This capability enables the adjunct or the ECS to send an application-to-application message and receive a response in order to determine the sanity of the application on the remote endpoint. Information Flow The sender expects a response to its request. The ECS responds to the Heartbeat within 60 seconds. The ECS sends the Heartbeat message over each established signaling link to an adjunct every two minutes.
ASAI Maintenance Capabilities Suspend Alarms This capability enables the adjunct to disable the ECS alarms on an ASAI link for maintenance functions. NOTE: Since unnecessary alarms can result in unnecessary maintenance expenses, it is recommended that all adjuncts request this capability during the shutdown sequence. Information Flow The adjunct makes the suspend alarms request for that particular link. The ECS issues an ACK to notify the adjunct that it will not raise any alarms for that ASAI link.
ASAI Maintenance Capabilities Considerations The Suspend Alarms capability overrides any administered alarms and halts periodic ECS maintenance for the particular ASAI interface over which it is received. When alarms are suspended on a link, the ECS continues to service that ASAI link as follows: ■ The ECS continues to send periodic Heartbeat requests on any link that has suspended alarms, but does not raise alarms or attempt to re-initialize the link if there is no response to a Heartbeat request.
ASAI Maintenance Capabilities Protocol Error (NAK) Cause(s) None for this capability Considerations If the adjunct does not acknowledge a Heartbeat request after sending Resume Alarms, the ECS restarts the link and generates an alarm, if alarms are administered. Restart and Link Versions Restart provides that either endpoint may use this feature to free and reinitialize all resources for an ASAI interface.
ASAI Maintenance Capabilities sends a Restart Acknowledgement message insisting on a version not supported by the ECS, the link is not initialized and an error is logged. Adjuncts without the versions procedure are able to perform pre-G3V4 RESTART procedures unchanged (in other words, RESTart — RESTart ACK). In these cases, the ASAI link comes up with the default version. 1.
ASAI Maintenance Capabilities ■ The link is now in the “layer 3 restarted” state. If the adjunct then sends a heartbeat, the ECS will respond with a heartbeat ACK. At that point, the link will go into the “layer 3 established” state. 5. ECS-initiated restart - adjunct requests unsupported link version ■ The ECS makes a Restart Request, listing the link versions that it supports. ■ The adjunct responds with a Restart ACK, choosing a link version which is not supported on the ECS.
ASAI Maintenance Capabilities Restart Parameters Version [optional] specifies a link version supported by the sender of the Restart Request. Repeated once for each supported version. If omitted, version 1 is assumed. ACK (Positive Acknowledgement) Parameters Version 11-8 Issue 7 May 1998 [optional] specifies the link version chosen by the receiver of the Restart Request. If omitted, version 1 is assumed.
ASAI and Feature Interactions 12 This chapter describes the interactions between the ASAI capabilities and specific ECS features. Call Control and Domain Control do not prohibit users from access to any enabled ECS features. Controlled stations can access any enabled ECS feature. NOTE: Unless an interaction is documented in this chapter as supported with ASAI, one should assume that it is not supported.
ASAI and Feature Interactions Stations AWOH do not have disconnect supervision. Therefore they cannot place calls to trunks that do not have disconnect supervision. When all the parties in a call that have disconnect supervision drop, the AWOH will also be automatically dropped. ASAI Phantom Calls cannot be originated from a BRI type AWOH station. Analog Sets Redirection Analog sets do not support temporary bridged appearances.
ASAI and Feature Interactions Number of Calls at Analog Sets A maximum of three calls (one soft-held, one hard-held, and one active) may be present at the same time. In addition, the set may have a call waiting call. A request to have more than three calls present is denied. For example, if an analog set user has three calls present and another call waiting, the user cannot place the active call on hold or answer the call.
ASAI and Feature Interactions User-Classified Calls If a user-classified call is placed for an analog set user without a speaker phone (or a headset), the user must either be idle or off-hook with dial tone, or go off-hook within five seconds of the call setup request. Otherwise, the request is denied (NAKed).
ASAI and Feature Interactions trigger the bridging of a service observer onto an outgoing trunk call, and 3) send a Connected Event Report for outbound calls placed on non-ISDN trunks. This message is ignored if the trunk is expected to receive true answer supervision from the network (the ECS uses the true answer supervision whenever available). Adjunct-monitored calls are treated like regular calls.
ASAI and Feature Interactions Attendants and Attendant Groups Individual attendants may be parties on adjunct-monitored calls and are supported like regular station users (all events are reported). The Selective Listening feature is not supported with attendants because ASAI does not support attendants. Also, adding an attendant through Single-Step Conference is not supported. The attendant group is not supported with Third Party Make Call.
ASAI and Feature Interactions the attendant and the attendant then presses the release button, the calls are transferred from the attendant and a Call Transferred Event Report is sent to the association monitoring and/or controlling the calls. ■ Split button If two calls are active at the attendant and the attendant presses the split button, the calls are conferenced at the attendant and a Call Conferenced Event Report is sent to the associations controlling and/or monitoring the calls.
ASAI and Feature Interactions Advice of Charge Starting with R5: If Call Detail Recording Outgoing Trunk Call Splitting is not enabled, and if an attendant originates a call and then extends (transfers) the call to a station.
ASAI and Feature Interactions Attendant Control of Trunk Group Access Third Party Make Call capability with the alert_order option (switch-classified calls) and Route Select capability requests cannot be offered to a Trunk Group with active attendant control. In this case, the call is ended and a negative acknowledgement (NAK) is sent to the adjunct. Calls that provide event reports over domain-controlled associations can access any Trunk Group controlled by the attendant.
ASAI and Feature Interactions sent. When the call is dropped from the principal’s set because the call went to AUDIX coverage, the Call Redirected Event Report is sent if the principal is a Domain Controlled Station and a simulated bridge appearance is not maintained. Authorization Codes The ECS negatively acknowledges (NAKs) (Call Rejected CS0/21) any Third Party Make Call capability for a switch-classified call requiring authorization codes.
ASAI and Feature Interactions than one split with direct-agent calls waiting for the same agent, then the direct-agent call with the longest queue waiting time is serviced first. Agent Status Displays The agent status lamps reflect the agent’s current work mode, whether it was updated via the telephone set or via call control requests. Announcements Announcements played while a monitored call is in a split queue or as a result of an announcement vector command create no event reports.
ASAI and Feature Interactions Interflow This occurs when a split redirects all calls to another split on another ECS by activating off-premises call forwarding. This can also be done by vectoring with the route to number command to a destination off the ECS. When an adjunct-monitored call interflows, adjunct notification ceases except for the Trunk Seized (for a non-PRI trunk) and Disconnect/Drop Event Reports. However, it is possible to receive other events for PRI trunks.
ASAI and Feature Interactions Queue Status Displays/Indications Adjunct-monitored calls (except direct-agent) are included in all existing measurements affecting queue status display and buttons. Direct-agent calls are not included in any of the existing measurements affecting queue status displays and buttons. Timed ACW/Agent Pause Between Calls This feature can not be invoked through ASAI (that is ASAI can not place an agent in timed ACW).
ASAI and Feature Interactions Bridged Call Appearance A Domain Control station can have a bridged appearance(s) of its primary extension number appear at other stations. For bridging, event reports are provided based on the internal state of bridging parties with respect to the call. A call to the primary extension number alerts both the principal and the bridged appearance.Two or more “alerting” events are triggered, one “alerting” for the principal, and one “alerting” for each of the bridged appearances.
ASAI and Feature Interactions If a call alerts to a principal station A, as well as to station B as a bridged appearance of A, then a call cannot be redirected from station A to a primary appearance on station B using the Redirect Call Feature. A bridged call appearance is selected for a Single-Step Conference by the DEFINITY ECS only if there are no regular call appearances available at the added station. Other than that, bridging is not supported with either Single-Step Conference or Phantom Calls.
ASAI and Feature Interactions If a call covers and rings at a station with domain-control, then the Alerting Event will indicate Call Coverage in a Cause IE. The possible causes are: Send All Calls Cover All or Go to Cover (CS3/31), Principal Station is Busy (CS3/26), and Principal Station Not Answering (CS3/28). When a call is redirected via Redirect Call, the coverage timer is restarted.
ASAI and Feature Interactions This report is only sent if the VDN in the call coverage path has an Event Notification association active (is being monitored). If this is not the case, the report is not sent. All types of calls (user-classified, direct-agent, and switch-classified) are permitted to follow the VDN in the coverage path if the coverage criteria has been met. The call to an on-ECS originator of a switch-classified call is never permitted to go to coverage.
ASAI and Feature Interactions single call by CDR and by ASAI Advice of Charge. However, CDR Call Splitting will apply if there are subsequent transfers of the call, provided that CDR call splitting is enabled. AOC and CDR many both receive charge information from the network about the same trunk. The parameters in the System Parameters CDR form that affect the contents of the Calling Number in a Call Detail Record will affect the Charging Number in a Charging Event Report the same way.
ASAI and Feature Interactions Call Forwarding All Calls Users at controlled stations can activate and deactivate the Call Forwarding All Calls feature from the voice terminal or via an ASAI adjunct. Activation and deactivation from the voice set and an ASAI adjunct may be intermixed. A Third Party Make Call, Third Party Auto Dial, or Route Select to a station with the Call Forwarding All Calls feature active redirects to the “forwarded to” station.
ASAI and Feature Interactions Call Management System (CMS) When a device is added to a measured call via Single-Step conference, CMS is notified in the same way as when a device is added to a measured call for Service Observing. When a measured agent is added into an unmeasured call, the call becomes measured and CMS is notified as above. Phantom calls remaining in queues for long intervals of time could cause overflow in CMS reports. Call Park A controlled station can activate Call Park.
ASAI and Feature Interactions picks up the principal’s call, the principal’s set (if multifunctional), may or may not maintain a simulated bridge appearance, depending on the administration of this feature. Also starting with R5, the system can be administered so that any user can pick up a call at any principal while the call is alerting through the Directed Call Pickup feature access code. A user will be allowed to pick up a call only if it has the appropriate COR.
ASAI and Feature Interactions Call Vectoring A VDN can be an active notification domain. It can also be the destination of a call placed by Auto Dial, or of a User-Classified call placed by Third Party Make Call. Also, a VDN can be the originator of a switch-classified call by Third Party Make Call. Interactions between ASAI and call vectoring are shown in the following table. Table 12-1.
ASAI and Feature Interactions Table 12-1. 1.
ASAI and Feature Interactions from the same vector. They must be specified back-to-back, without intermediate steps (wait, announcement, goto, or stop). If the adjunct routing commands are not specified back-to-back, G3V2 routing functionality applies (that is, previously outstanding route requests are cancelled when an adjunct routing vector step is executed). This capability increases the redundancy options available with ASAI.
ASAI and Feature Interactions adjunct-monitored. If the Lookahead Interflow fails, then a drop event report is sent to the adjunct. If the LAI information is sent in shared UUI or MSI, the receiving ECS will convert it to a codeset 6 LAI IE, when sending it to ASAI. For more information see the Section, ‘‘UUI and MSI, Starting in R6.3’’ on page 12-45, in this chapter.
ASAI and Feature Interactions Single-Step Conference A Single-Step Conference request is not allowed for a call in vector processing, unless the visibility option in the request indicates “no visibility”. If a call is in vector processing with the visibility option set to “full visibility”, the request will be denied. Call Waiting When an analog station is administered with this feature and a call comes in while the user is busy on another call, the Alerting Event Report is sent to the adjunct.
ASAI and Feature Interactions For direct-agent calls, the agent’s COR is used for the termination party restriction checks, whereas regular ACD calls use the split’s COR for the termination party restriction checks. Third Party Auto Dial and Third Party Make Call calls are originated by using the originator’s COR. For switch-classified calls, the COR associated with the ASAI link is compared with the COR for the destination party.
ASAI and Feature Interactions Conferences will affect the charging number provided in the Charging Event Report in the following ways (which are identical to Call Detail Recording [CDR]): Basic Conference Scenario: For a conference call that is established with three or more parties, including one AOC trunk, the charging number in the next Charging Event Report will contain the extension number of the controlling station that originated the outgoing call over the trunk, even if the controlling station is
ASAI and Feature Interactions Further, when CDR Call-Splitting changes the charging number, the original charging number will receive a charging event with charge type, ‘‘split charge.’’ Consult When the covering user presses the Conference or Transfer feature button and receives dial tone, a Hold Event Report is returned to all adjuncts monitoring the call. A Call Initiated Event Report is then sent to the covering user on the domain-control associations monitoring the covering user.
ASAI and Feature Interactions When an incoming DCS call uses an ISDN/PRI trunk, the following information is provided to ASAI: calling party information, Look Ahead information and II Digits. The calling party information is provided as the DCS extension if the call was originated on the DCS network. If the call was originated off the DCS network, and the ISDN CPN is available, then the CPN is sent to ASAI. Otherwise the default is provided.
ASAI and Feature Interactions — if the previous state was in the manual-in mode, then the agent returns to the after-call mode for that split and is also considered unavailable for all other splits. Agent Work Modes with EAS ■ An agent can answer a direct-agent call destined for him/her by becoming available by selecting the manual-in or auto-in work mode. ■ While on a direct-agent call, the agent becomes unavailable for all subsequent direct-agent or regular ACD calls.
ASAI and Feature Interactions ■ Ring ping — If the agent has a multifunction set ■ Ring ping — If the agent has an analog set and is on-hook ■ 3-burst call waiting tone — If the agent has an analog set and is off-hook and active on a call The 3-burst call waiting tone is given regardless of whether or not the “Call Waiting Indication” option is enabled on the analog set. The ring ping or 3-burst call waiting tone is given only once for each direct-agent call when the call queues.
ASAI and Feature Interactions Delivering Direct-Agent Calls Zip tone also applies to direct-agent calls as it does to regular ACD calls. If the destination agent has the automatic answer option enabled on the set, in the “auto-in’’ or “manual-in” work mode for the specified split, and is off-hook with no active call appearance, then the direct-agent call is delivered with a zip tone.
ASAI and Feature Interactions Direct-agent calls follow the destination agent’s coverage path. Note that this interaction is different from regular ACD calls. With regular ACD calls, the calls follow the split’s coverage path rather than the agent’s. If the priority calling option was requested, the direct-agent call follows the standard priority call rules for coverage, meaning the call does not go to coverage.
ASAI and Feature Interactions Do Not Disturb Do Not Disturb can be activated by an ACD agent. Activation of this feature for the agent blocks both personal calls and direct-agent calls from terminating at the agent’s station. Regular ACD calls are still delivered to the ACD agent when this feature is activated. This is because personal calls and direct-agent calls use the agent’s COR for termination restriction checks, whereas regular ACD calls use the split’s COR for termination restriction checks.
ASAI and Feature Interactions Electronic Tandem Network (ETN) Private Network Starting with R5: calls that are launched over ETN private network facilities will not receive charge information even if those calls are eventually routed to a public network over Advice of Charge (AOC) trunks. Expansion Port Network (EPN) The Expansion Interface (EI) board (TN570) makes it possible for the ASAI link to terminate on an Expansion Port Network (EPN) as well as on the Processor Port Network (PPN).
ASAI and Feature Interactions stations. Login IDs, however, are not valid domains for the Third Party Domain Control Capability. A request to domain (station) control a login ID is denied by the ECS with the cause value CS0/28 — Invalid Number.
ASAI and Feature Interactions login ID that does not have a logged-in agent follows the coverage path administered for the login ID. Logical direct-agent calls follow the format for user-classified calls given in Chapter 4 — that is, the direct_agent_call flag and split_param parameters must not be present.
ASAI and Feature Interactions Switch-Classified Call Switch-classified calls (Third Party Make Call with dest_alert first and service_ circuit options) may be originated from skill hunt group extensions (orig_addr). However, there are no forced announcements, coverage, call forwarding and intraflow/interflow for these calls because all skill hunt groups must be vector-controlled hunt groups. Calls to vector-controlled hunt groups access the above features via the controlling vectors.
ASAI and Feature Interactions ■ The domain item in the Alerting and Queued Event Report for logical direct-agent calls contains the agent’s first Primary skill logged into. This is the skill hunt group that logical direct-agent calls queue to. Note that the skill hunt group is provided, even though an adjunct-initiated, logical direct-agent call request did not contain a skill hunt group.
ASAI and Feature Interactions ■ Beginning in R5, up to 20 such events may be sent when an EAS agent logs in or out, since an EAS agent can have up to 20 skills. ■ Skill level is not included in login/logout events. Work Mode Changes for Logical Agents Since logical agents are defined to have a single work mode, a work mode change Request Feature applies to all skill hunt groups that a logical agent is logged into.
ASAI and Feature Interactions Value Queries for Logical Agents In ACD agent status, station status, or call query Value Query requests, the extension or agent extension parameter may contain either a logical agent’s station extension or a login ID. For all cases, the returned information applies to the station extension being used by the agent. If the extension parameter contains a login ID for a logical agent that is not logged in, the request is denied with cause value CS3/15 — Agent not Logged In.
ASAI and Feature Interactions Facility Restriction Levels (FRLs) Third Party Make Calls are placed using the originator’s COR, the station’s COR, or the split’s COR. Forced Entry of Account Codes Third Party Auto Dial or Third Party Make Call call attempts to Trunk Groups with the Forced Entry of Account Codes feature assigned are allowed. It is up to the originating station user to enter the account codes via the touch-tone pad. Account codes may not be provided via the ASAI.
ASAI and Feature Interactions Integrated Services Digital Network (ISDN) ISDN/Basic Rate Interface (BRI) The Third Party Auto Dial calls follow Integrated Services Digital Network (ISDN) rules for the originator’s name and number. The Call Initiated Event Report is not sent for en-bloc BRI sets. ISDN/Primary Rate Interface (PRI) Primary Rate Interface (PRI) facilities may be used for either inbound or outbound adjunct-monitored calls.
ASAI and Feature Interactions All outbound adjunct-monitored calls over PRI facilities do not generate the Trunk Seized Event Report. They may, however, generate the Alerting, Connected, Disconnect/Drop, and/or Call Ended Event Reports. If such a call goes ISDN end-to-end, other events are possible (for example, Alerting, Connected Event Reports). If such a call interworks, the PROgress message is mapped into a Cut-Through Event Report.
ASAI and Feature Interactions If calls are to be placed from a DEFINITY ECS running R6.3 software to a DEFINITY ECS running an earlier version, then the trunk group used for these calls should be administered with the ”UUI IE Treatment” set to “service-provider”. This will cause the ECS running R6.3 to include only the data produced by ASAI in the UUI IE which it sends over the ISDN trunk.
ASAI and Feature Interactions Advice of Charge (AOC) Starting with R5: In Germany and France, the public network does not cut through the voice path to an incoming B-channel until an ISDN-PRI CONNECT message is received from the called party. Thus, it is not advisable to route incoming ISDN-PRI calls over non-ISDN trunks without first providing answer supervision to the call (for example, wait, hearing music, call vector step).
ASAI and Feature Interactions Leave Word Calling When activated at the caller’s extension, Leave Word Calling will attach itself to the principal’s extension, even if the call was redirected via Redirect Call. Lookahead Interflow When a DEFINITY ECS attempts to send a monitored call to another DEFINITY ECS using the Lookahead Interflow capability, the second ECS may reject the interflow attempt.
ASAI and Feature Interactions MultiMedia Endpoint ASAI does not support these endpoints. Multiple Split Queuing When a call is queued in multiple ACD splits, the party query provides, in addition to the originator, only one of the split extensions in the party list. When the call is de-queued, the Alerting Event Report provides the split extension of the alerting agent. No other events are provided for the splits from which the call was removed.
ASAI and Feature Interactions A Third Party Auto Dial or Third Party Make Call originates at the primary extension number of a user. For a call to originate at the PCOL call appearance of a primary extension, that user must be off-hook on the PCOL call appearance at the time the request is received. If a party_id query is requested while the PCOL is alerting or on hold, one party member is reported for the group with the extension number specified as the default extension.
ASAI and Feature Interactions A Third Party Auto Dial call to a station with the SAC feature active redirects to the covering station. For incoming calls, the Alerting Event Report is sent only for multifunction sets receiving calls while having SAC activated. The Alerting Event Report is not generated for analog sets when the SAC feature is activated and the set is receiving a call. Direct-agent calls existing in the agent queue when this feature is activated are not sent to coverage.
ASAI and Feature Interactions receives the warning tone after the bridging is complete (provided the warning tone option is administered system-wide). For a user-classified call, the observer is bridged on the connection when the destination answers. When the destination is a trunk with answer supervision (includes PRI), the observer is bridged on when actual far-end answer occurs.
ASAI and Feature Interactions Data Delivery/Data Restriction If a call is established with Data Privacy, a request to add a party using Single-Step Conference will be denied. If a station in a call is administered with Data Restriction, a request to add a party to the call using Single-Step Conference will be denied. Station Hunting Applications using call control can follow a call around when this feature is active.
ASAI and Feature Interactions The call state provided to queries about extensions with temporary bridged appearances is “bridged” if the extension is not active on the call or “connected” if the extension is active on the call. The Third Party Selective Drop request is denied for a temporary bridged appearance that is not connected on the call. Calls alerting at temporary bridged appearances may be redirected via Redirect Call.
ASAI and Feature Interactions If a party_id query is requested while the TEG is alerting or on hold, one party member is reported for the group with the extension number specified as the TEG group extension (as the originator). If a call query is requested on an extension while the TEG call is active, only one call appearance is associated with the particular call_id.
ASAI and Feature Interactions is recorded as the originating station in any subsequent Charging Event Reports. Because CDR Call Splitting changes the charging number, the original charging number will indicate a charge type of ‘‘split charge’’ in the Charging Event Report.
ASAI-Ethernet 13 Overview A new transport option, CallVisor ASAI over the DEFINITY LAN Gateway, is available in DEFINITY starting with G3V4, and in DEFINITY G3V2/G3V3 with a field maintenance upgrade. In G3V4, this option incorporates a system assembly that uses a Multi-Function Board (MFB), a DEFINITY LAN Gateway circuit pack that supports an Ethernet controller, and a software environment.
ASAI-Ethernet T T N N 2 2 1 2 7 0 0 8 S p a c e r 15 16 17 18 19 20 Figure 13-1. DEFINITY LAN Gateway System Assembly in a DEFINITY ECS Carrier The system assembly is inserted into a DEFINITY ECS carrier using 5 contiguous slots. Before being placed in the ECS carrier, the DEFINITY ECS can be administered using the change circuit-packs cabinet command.
ASAI-Ethernet Cable Connectivity for MFB The system assembly is provided with two special amphenol connectors, or cables, that are plugged into the back of the ECS at the locations occupied by the TN2170 and TN2208 (see Figure 13-2). One cable has a female RJ45 receptacle that is used as the 10Base-T Ethernet connection. This cable is attached to the TN2170. The other cable consists of DB25 serial connectors and is attached to the TN2208.
ASAI-Ethernet NOTE: Lucent Technologies strongly recommends (both for security and performance reasons) that the Ethernet connectivity between the MFB and the set of hosts with which it will communicate be a separate LAN segment. Customers who do not follow this recommendation are subject to an unscrupulous person gaining access to the DEFINITY LAN Gateway application in order to commit toll fraud and/or tamper with the real-time aspects of CTI applications.
ASAI-Ethernet Physical Connectivity for MAPD TN801 The MAPD system assembly that provides the DEFINITY LAN Gateway brouter application is a single circuit pack [a Multi-Application Platform for DEFINITY (TN801) ] that provide a processor, a hard disk, a PCMCIA disk, an Ethernet, and serial ports. See Figure 13-3. 17 18 19 20 Figure 13-3. MAPD System Assembly in a DEFINITY ECS Carrier The system assembly is inserted into a DEFINITY ECS carrier using three contiguous slots.
ASAI-Ethernet Cable Connectivity for MAPD The system assembly is provided with a special amphenol connector, or cable, that is plugged into the back of the ECS at the location occupied by the TN801 (see Figure 13-4). The cable has a female RJ45 receptacle that is used as the 10Base-T Ethernet connection and three DB25 serial connectors. This cable provides Ethernet access and serial access to the MAPD system.
ASAI-Ethernet and the set of hosts with which it will communicate be a separate LAN segment. Customers who do not follow this recommendation are subject to an unscrupulous person gaining access to the DEFINITY LAN Gateway application in order to commit toll fraud and/or tamper with the real-time aspects of CTI applications. (Toll fraud is the unauthorized use of your telecommunications system by an unauthorized third party.
ASAI-Ethernet RS232-A Maint/Port A Modem 10Base-T RJ 45 HUB Computer RS232-B Admin/Port B Terminal or Emulator Figure 13-5. Overall System Connectivity for MFB/MAPD Administration The DEFINITY LAN Gateway application may be administered using a terminal or terminal emulator with the RS232 port, or using a terminal emulator that supports TCP connectivity using the LAN port.
ASAI-Ethernet ■ Maintenance — Provides access to maintenance functions, the ability to save and restore configuration information, and to view error and security logs. ■ Port Status/Control — Provides access to port status and control data. Allows administrators to view status information and terminate client connections.
ASAI-Ethernet Client 1 D E F I N I T Y MFB/MAPD Circuit Pack Virtual BRI Port 1 Virtual BRI Port 2 B a c k p l a n e 2 links Table-Driven BRouter (up to 8 entries) Port 1 Port 2 Client 1 Link 1 Client 1 Link 2 10Base-T Ethernet Client 2 Port 12 Virtual BRI Port 12 Figure 13-6.
ASAI-Ethernet Table 13-1. Brouter Table Format Client Name or IP Address Client Link Number DEFINITY ECS BRI Port Number These entries are explained as follows: ■ Client Name or IP Address — The host name or IP address of the client authorized to use the specified DEFINITY ECS BRI port. If a client host name is provided, then a user must ensure that the host table can resolve the host name. ■ Client Link Number — The link number that the client will use when attempting to connect to the brouter.
ASAI-Ethernet 13-12 Issue 7 May 1998
Installation and Test for CallVisor ASAI 14 Hardware Installation The CallVisor ASAI link requires the following hardware components: 1. ISDN-BRI Circuit Pack (for CallVisor ASAI-BRI link) or ASAI-DEFINITY LAN Gateway system assembly (for CallVisor ASAI-Ethernet link). (Multiple links may use both.) 2. Packet Controller Circuit Card (for internal communications) 3. Packet Maintenance Circuit Pack Check that your DEFINITY ECS has the above components.
Installation and Test for CallVisor ASAI ■ Expansion Interface Circuit Pack — For new multiple-port network systems or upgrades. [If you have the older TN776 circuit pack, it must be replaced with a TN570 circuit pack or later, which permits CallVisor ASAI to terminate on an Expansion Port Network (EPN)].
Installation and Test for CallVisor ASAI add station next Page 1 of 2 STATION Extension: 200 Type: ASAI Port: Name: BCC: TN: COR: COS: 0 1 1 1 STATION OPTIONS BRI OPTIONS XID? y MIM Support? n Fixed TEI? n CRV Length: 1 F1 PrevPg Screen 14-1.
Installation and Test for CallVisor ASAI add station next Page 2 of 2 STATION FEATURE OPTIONS Event Minimization? n Audible Message Waiting? n F1 PrevPg Screen 14-2.
Installation and Test for CallVisor ASAI Table 14-1 and Table 14-2 show how feature options are specified for different ASAI business partners’ equipment. MIM Support? must always be set to no. Table 14-1. ASAI Feature Options Administration for Lucent Technologies Business Partners over ASAI-BRI Business Partner XID MIM Support Fixed TEI CRV Length Event Min.
Installation and Test for CallVisor ASAI Table 14-2. ASAI Feature Options Administration for Lucent Technologies Business Partners over ASAI-Ethernet XID MIM Support Fixed TEI CRV Length Event Min.
Installation and Test for CallVisor ASAI DEFINITY ECS Administration Forms In addition to the CallVisor ASAI link administration, there may be other DEFINITY ECS administration forms to be completed for the specific ASAI application. These required forms are listed next. ■ Adjunct-Controlled Splits — Add/Change Hunt Group Form (For the majority of applications, this field does not apply and should be left at the default value of NONE.
Installation and Test for CallVisor ASAI In the CDR System Parameters form, the CDR Call Splitting field must be enabled if charging number is desired in the Charging Event Report change to reflect transfers and conferences. Lastly, the CDR adjuncts must be administered, or CDR Call Splitting will not take affect and will therefore not affect the ASAI charging events.
Installation and Test for CallVisor ASAI ■ Status Station ■ Status bri-port ■ Test port In addition, check that DEFINITY ECS does not report any alarms or errors associated with the CallVisor ASAI port. NOTE: Lucent Technologies tests that the CallVisor ASAI link is functional as part of the basic installation procedures. Coordination of additional testing can be done by Lucent if the Single Point of Contact Enhanced Installation Offering is purchased by the customer.
Installation and Test for CallVisor ASAI ■ Electronic Information Systems (EIS), using the CallVisor PC platform See Appendix E in the DEFINITY Communications System CallVisor ASAI Planning Guide, 555-230-222, for CallVisor ASAI functionality supported by Lucent Technologies business partners.
Call Scenarios and Applications A This Appendix has the following sections: 1. Basic Application Call Scenarios 2. Calls Across Multiple ECSs 3. Expert Agent Selection Interactions 4. Converse Vector Command Interactions 5. Redirection on No Answer (RONA) Interactions 6. VDN in Coverage Path Interactions 7. User Scenarios — User to User (UUI) Information 8. User Scenarios — Connected IE for Non-ISDN Trunks 9. User Scenarios — ASAI-Provided Dial-Ahead Digits 10.
Call Scenarios and Applications 1. Basic Application Call Scenarios The following call scenarios show how ASAI capabilities can be used to implement several ASAI applications. Only sample parameters are given with the ASAI messages; not all parameters are provided. For example, the messages do not show call identifiers or party identifiers for each message. Duplicate event reports and the associations that correspond to each message are not shown either.
Call Scenarios and Applications Outbound Call Management — Preview Dialing (Non-ISDN Facilities) Customer Phone B Agent Phone A Switch Adjunct Processor Agent Terminal A Agent uses data terminal to login into application 3rd Party Domain Control (domain=A) 3rd Party Domain Control-ACK Application displays call list on the agent’s data terminal Agent selects customer to call Agent off-hook or forced off-hook 3rd Party Auto Dial (dest=B, orig=A) Call Initiated Event Report (A) Call uses non-ISDN f
Call Scenarios and Applications Outbound Call Management — Preview Dialing (ISDN) Facilities or Local Extensions) Customer Phone B Agent Phone A Switch Adjunct Processor Agent Terminal A Application displays updated call list on the agent’s data terminal Agent selects another customer from call list Agent off-hook or forced off-hook 3rd Party Auto Dial (dest=B, orig=A) Call Initiated Event Report (A) Call uses ISDN facilities Alerting Event Report (B) Called number alerts Called number answers Con
Call Scenarios and Applications Outbound Call Management — Predictive Dialing (Destination Busy and No Answer) Customer Phone B Agent Phone A Switch Adjunct Processor Agent Terminal A Agent uses data terminal to login into application Agent logged into ACD Split Request Feature - Agent Login (A, ACD Split) Request Feature-ACK Application initiates switch-classified call Agent ready to receive calls 3rd Party Make Call (dest=B, orig=ACD Split, return ack) Switch initiates call 3rd Party Make Call-
Call Scenarios and Applications Outbound Call Management — Predictive Dialing (Success) Customer Phone B Agent Phone A Switch Adjunct Processor Application initiates switch-classified call Agent Terminal A Agent ready to receive calls 3rd Party Make Call (dest=B, orig=ACD Split) Switch initiates call Alerting Event Report (B) Destination alerts Destination answers Answered Event Report (B) Zip-tone applied to agent Agent connected Switch delivers answered call to ACD split Alerting Event Report
Call Scenarios and Applications Call Monitoring — VDNs and ACD Splits Customer Phones B D Agent Phone A Switch Adjunct Processor Agent Terminal A Application initiates monitoring of domain (ACD Split or VDN) Event Notification Request (domain) Customer’s call enters monitored domain Event Notification Request-ACK Call Offered to Domain Event Report (orig=D) Alerting Event Report (A) Call delivered to agent Agent connects Agent and customer talk Connected Event Report (A) Another call enters moni
Call Scenarios and Applications Multiple Queuing and Call Abandon — ACD Split or VDN Monitoring Customer Phone B Agent Phone A Switch Adjunct Processor Agent Terminal A Application initiates monitoring of domain (ACD Split or VDN) Event Notification Request (domain) Event Notification Request-ACK Customer’s call enters monitored domain Call Offered to Domain Event Report (orig=B) Call Queues Queued Event Report Announcement played Announcement played Call Queues Queued Event Report Announcement playe
Call Scenarios and Applications Blind Transfer — ACD Split or VDN Monitoring Customer Phone B Agent Phone C Agent Phone A Adjunct Processor Switch Agent Terminal C Agent Terminal A Application has Event Notification active for domain Customer’s call enters monitored domain Call Offered to Domain Event Report (orig=B) Call Queues Call delivered to agent Queued Event Report Alerting Event Report (A) Agent connects Customer information delivered to data screen Connected Event Report (A) Agent an
Call Scenarios and Applications Consultation — ACD Split or VDN Monitoring Customer Phone B Agent Phone C Agent Phone A Adjunct Processor Switch Agent Terminal C Agent Terminal A Application has Event Notification active for domain Customer’s call enters monitored domain Call Offered to Domain Event Report (orig=B) Call delivered to agent Call Queues Queued Event Report Alerting Event Report (A) Customer information delivered to data screen Agent connects Connected Event Report (A) Agent and
Call Scenarios and Applications Agent Conference Customer Phone B Agent Phone C Agent Phone A Adjunct Processor Switch Agent Terminal C Agent Terminal A Application has Event Notification active for domain Customer’s call enters monitored domain Call Offered to Domain Event Report (orig=B) Call Queues Call delivered to agent Queued Event Report Alerting Event Report (A) Agent connects Agent and customer talk Agent places call on hold Customer information delivered to data screen Connected Eve
Call Scenarios and Applications Service Observing — ACD Split or VDN Monitoring Customer Phone B Supv. Phone C Agent Phone A Adjunct Processor Switch Supv.
Call Scenarios and Applications Agent Reconfiguration Agent Phone C Agent Phone A Adjunct Processor Switch Value Query - ACD Split Status (ACD split 1) Value Query-ACK (1 logged-in agents, 0 agents available, 25 calls in queue) Application request status of ACD splits Split 1 overloaded Value Query - ACD Split Status (ACD Split 2) Value Query-ACK (8 logged-in agents, 5 agents available, 0 calls in queue) Value Query - ACD Agent Status (A) Value Query-ACK (idle, after call work) Request Feature - A
Call Scenarios and Applications Incoming Call Monitoring and Manual Conference — Station Monitoring Customer Phone B User Phone C User Phone A Adjunct Processor Switch User Terminal C User Terminal AA User logins to application Call alerts phone 3rd Party Domain Control (domain=A) Control granted 3rd Party Domain Control-ACK Alerting Event Report (A) User connects Customer information delivered to data screen Connected Event Report (A) Agent and customer talk User initiates conference User ini
Call Scenarios and Applications Screen-Based Dialing — Station Monitoring Customer Phone B User Phone C User Phone A Adjunct Processor Switch User Terminal C User Terminal A User logs into application 3rd Party Domain Control (domain=A) Control granted 3rd Party Domain Control-ACK User goes off-hook or forced off-hook 3rd Party Auto Dial (dest=B) Call Initiated Event Report (A) User listens to intercept tone User dropped User queries telephone directory for user B info Application displays inf
Call Scenarios and Applications Screen Transfer — Station Monitoring Customer Phone B User Phone A User Phone C Adjunct Processor Switch User Terminal C User Terminal A User logins to application Call alerts phone 3rd Party Domain Control (domain=A) Control granted 3rd Party Domain Control-ACK Alerting Event Report (A) User connects Connected Event Report (A) Agent and customer talk 3rd Party Selective Hold (A) Call placed on hold User receives dial tone Customer information delivered to data
Call Scenarios and Applications Call Coverage to Station — Station Monitoring Caller Phone B Coverage Phone C User Phone A Adjunct Processor Switch User Terminal A Application Monitors Station Call alerts phone Coverage alerts 3rd Party Domain Control (domain=A) Control granted 3rd Party Domain Control-ACK Alerting Event Report (A) Caller information delivered to data screen Alerting Event Report (C) Update data screen with new station User doesn’t answer; call goes to coverage Coverage Answ
Call Scenarios and Applications Call Coverage to AUDIX — Station Monitoring Caller Phone B AUDIX Coverage User Phone A Adjunct Processor Switch User Terminal A Application Monitors Station 3rd Party Domain Control (domain=A) Control granted 3rd Party Domain Control-ACK Call alerts phone Alerting Event Report (A) Call sent to AUDIX Request Feature (Activate SAC) Request Feature-ACK Call Redirected Event Report Caller information delivered to data screen User requests Send All Calls (SAC) Update d
Call Scenarios and Applications Adjunct Routing Customer Phone B Agent Phone C Agent Phone A Adjunct Processor Switch Agent Terminal C Agent Terminal A Customer’s call enters monitored domain Call Offered to Domain Event Report (orig=B) Adjunct Route command encountered Route Request (orig=B, dest=VDN, collected digits) Agent not logged-in Adjunct provides Route Select route (Direct Agent Call, dest=A, split) Route End (cause=agent not logged in) Another Adjunct Route command encountered Route R
Call Scenarios and Applications Message Desk — Incoming Call Caller Phone B Message Phone C User Phone A Message Desk Adjunct Switch 3rd Party Domain Control (domain=C) Control granted 3rd Party Domain Control-ACK Application monitors message desk phone Call alerts phone Message Desk alerts Call sent to Message Desk Call goes to coverage Alerting Event Report (orig=B, dest=A, ring=C) Message Desk answers Connected Event Report (C) Play message to caller Caller talks to Message Desk Record mes
Call Scenarios and Applications Message Desk — Message Retrieval via Phone Message Phone C User Phone A Message Desk Adjunct Switch 3rd Party Domain Control (domain=C) Control granted 3rd Party Domain Control-ACK Message Desk alerts Application monitors message desk phone User dials Message Desk Alerting Event Report (orig=A, dest=C, ring=C) Message Desk answers User A calling message desk directly to retrieve messages Connected Event Report (C) Play message to caller Accept Input .
Call Scenarios and Applications Message Desk — Message Retrieval via Data Terminal Message Phone C User Phone A Message Desk Adjunct Switch Terminal A User enters messaging application Application displays message summary (voice and text mail) User forced off-hook (speakerphone on) Message Desk alerts User requests voice mail message 3rd Party Make Call (dest=C, orig=A) Alerting Event Report (orig=A, dest=C, ring=C) Message Desk answers Application originated call alerts at the message desk Con
Call Scenarios and Applications VRU-assisted Transaction using Selective Listening Caller C VRU V Far-End Dest D ECS Adjunct Processor Application has previously set up a 3rd Party Controlled Conference Call with parties C, V, and D Adjunct Requests Selective Listen Disconnect of the Caller from all parties 3rd Party Selective Listen Disconnect (party=C, no other party specified Caller can no longer hear VRU or Far-End Destination 3rd Party Selective Listening Disconnect ACK Adjunct Requests Select
Call Scenarios and Applications PIN, etc.). The VRU remains in the call. The call is placed through ASAI, the conference takes place and now the VRU must send the secure information to the far end. At this point, Selective Listening (third party selective_disconnect) is invoked to disconnnect the caller from all other parties in the call. At the same time, it may be necessary for the VRU to “listen” to the far end (but not the caller) for special signals.
Call Scenarios and Applications 2. Calls Across Multiple ECSs This section presents several scenarios for calls routed, transferred, or conferenced across ECSs. Figure A-1 shows the VDNs, vectors, splits, and extensions for the following scenarios. Each ECS has its own ASAI link, but ASAI links are not shown in the figure. NOTE: Section 7 provides examples of calls between ECSs using UUI. ECS A VDN 5678 ECS B Vector J VDN 1111 1. Queue to Main Split 3333 2. Wait 10 Secs 3. Announcement 4.
Call Scenarios and Applications External Call to VDN, Answered by Station and Transferred to a VDN on Another ECS This scenario shows the call flow for an incoming ISDN PRI call to VDN 5678 that is answered by extension 4555 in ACD split 3333 (see Figure A-2.) The agent at extension 4555 manually transfers the call to VDN 1222 in ECS B. Extension 1567 in ACD split 1444 answers the call at ECS B.
Call Scenarios and Applications ECS A ECS B Vector J Incoming Call call_id=37 VDN 5678 Vector N 1. Queue to Main Split 3333 2. Wait 10 Secs 3. Announcement 4. Stop VDN 1222 1. Queue to Main Split 1444 2. Wait 30 Secs 3. Announcement 4. Goto Step 2 call_id=88 ISDN-PRI call_id=45 ACD Split 3333 x4555 Figure A-2.
Call Scenarios and Applications External Call to VDNs answered by ACD Agent, blind transfer to VDN on Another ECS Host (ECS A) ECS A Event Notif Request (CRV=98) Host (ECS B) ECS B Event Notif Request (CRV=26) (VDN=5678) (VDN=1222) Event Notif ACK Event Notif ACK Incoming call Call offered to VDN 5678 event Queued Event Alerting Event (call delivered to agent) Connected Event Agent blind transfers call to VDN 1222 on ECS B Hold Event Call offered to VDN 1222 event Queued Event Transfer Event Aler
Call Scenarios and Applications External Call to VDN, Answered by Station, and Transferred to a Station on Another ECS This scenario shows the call flow for an incoming non-ISDN call to VDN 5678 that is answered by extension 4555 in ACD split 3333 (see Figure A-3). The agent at extension 4555 does a consultation transfer to extension 1567 on ECS B. That is, the transfer is completed after the agent on extension 4555 talks to the agent on extension 1567. The trunks between ECSs are ISDN PRI trunks.
Call Scenarios and Applications Host (ECS A) ECS A Host (ECS B) ECS B Domain Control Request (extension 1567, CRV=45) Event Notif Request (VDN=5678, CRV=98) Event Notif ACK Incoming call Call offered to VDN 5678 event Queued Event Alerting Event Connected Event Agent places call on hold Hold Event Agent calls x1567 on ECS B Alerting Event (call alerts station 1567) Connected Event Transfer Event Agent transfers call Caller connected to x1567 on ECS B Caller disconnects Drop Event Call Ended Event Dr
Call Scenarios and Applications External Call to Lookahead Interflow VDN This scenario shows the call flow for an incoming ISDN PRI call to VDN 5008 that looks ahead to VDN 1111 on ECS B (see Figure A-4). The first lookahead interflow attempt is denied by ECS B. The second lookahead interflow attempt is accepted by ECS B and the call is delivered to and answered by extension 1567 in ACD split 1444. Note that ECS A is not guaranteed to receive an ISDN Alerting message from ECS B.
Call Scenarios and Applications ECS A ECS B Vector L Incoming Call call_id=74 VDN 5008 1. Queue to Main Split 3999 2. Wait 30 Secs 3. Route to 1111 4. Goto Step 2 Vector I ISDN-PRI VDN 1111 call_id=02 call_id=64 1. Goto Step 3 if Agents Available <= 0 2. Route to 1222 3. Busy 4. Stop Vector N VDN 1222 ACD Split 3999 x4909 Figure A-4. A-32 1. Queue to Main Split 1444 2. Wait 30 Secs 3. Announcement 4.
Call Scenarios and Applications Host (ECS A) ECS A Event Notif Request (VDN=5008) Event Notif ACK Incoming call Host (ECS B) ECS B Event Notif Request (VDN=1111) Event Notif ACK Event Notif Request (VDN=2222) Event Notif ACK Call offered to VDN 5008 Queued Event (queued in split 3999) Interflow occurs Call offered to VDN 1111 (VDN 1111 event notif assoc) Call does not route to 1222 Busy step rejects LAI call Drop (VDN 1111 event notif assoc) Call goes to step 2 and LAI again Call Ended (VDN 1111 e
Call Scenarios and Applications External Call to VDN, Answered by a Local Station, and Transferred to a Lookahead Interflow VDN This scenario shows the call flow for an incoming ISDN PRI call to VDN 5678 that is answered by extension 4555 in ACD split 3333 and subsequently transferred to lookahead interflow VDN 5008 (see Figure A-5).
Call Scenarios and Applications ECS A ECS B Vector J Incoming Call call_id=33 VDN 5678 Vector I VDN 1111 1. Queue to Main Split 3333 2. Wait 10 Secs 3. Announcement 4. Stop call_id=43 1. Goto Step 3 if Agents Available < 0 2. Route to 1222 3. Busy 4. Stop ISDN-PRI Vector L VDN 5008 call_id=55 1. Queue to Main Split 3999 2. Wait 30 Secs 3. Route to 1111 4. Goto Step 2 ACD Split 3333 x4555 Figure A-5. Vector N ACD Split 3999 x4909 1. Queue to Main Split 1444 2. Wait 30 Secs 3.
Call Scenarios and Applications Host (ECS A) ECS A Event Notif Request (VDN=5678) Event Notif ACK Event Notif Request (VDN=5008) Event Notif ACK Incoming call Call offered (VDN 5678 notif assoc) Queued Event (VDN 5678 notif assoc) Alerting Event (VDN 5678 notif assoc) Connect Event (VDN 5678 notif assoc) Agent puts call on hold and makes call to LAI VDN 5008 Hold Event (VDN 5678 notif assoc) Call offered to VDN 5008 (VDN 5008 event notif assoc) Queued (VDN 5008 event notif assoc) Agent transfers call
Call Scenarios and Applications Host (ECS A) ECS A Host (ECS B) ECS B Call offered (VDN 1111 event notif assoc) Call redirected (VDN 1111 event notif assoc) Call offered (VDN 1222 event notif assoc) Queued (VDN 1222 event notif assoc) Alert VDN 5008 event notif assoc Announcement Step Causes ISDN PRI Connect Message Connect VDN 5008 event notif assoc Call delivered to station 1567 Alert (VDN 1222 event notif assoc) Caller abandons Drop VDN 5008 event notif assoc Drop (VDN 1222 event notif assoc) Ca
Call Scenarios and Applications 3. Expert Agent Selection Interactions This section presents call scenarios in the Expert Agent Selection Environment. External Call to VDN, Answered by Logical Agent, and Conferenced with Another Logical Agent This scenario shows an incoming non-ISDN call to VDN 5555 that queues to skills 3333 and 4444 (see Figure A-6). Logical agent 2345, logged in from station 6666, answers the call and conferences logical agent 8766 (logged in from station 9999).
Call Scenarios and Applications DEFINITY ECS Incoming Call call_id=37 VDN 5555 Vector K (Skills 3333, 4444) 1. Queue to Main Skill 2. Queue to Backup Skill 3. Announcement Logical id 8766 call_id=45 Skill 3333 x9999 Logical id 8766 Figure A-6.
Call Scenarios and Applications Host ECS Comment Event Notification Request (CRV=78, VDN 5555) Event Notif ACK Feature Request-Login (extension 6666, user code=2345#9000) Feature Request ACK Call Offered Event (called=5672035555, domain=VDN 5555) Queued Event (domain=split 3333) Alerting Event (called=5672035555, connected=6666, domain=split 4444) 9000 is login password Call offered to VDN 5555 Call delivered to logical agent 2345 Connected Event (called=5672035555, connected=6666) Hold Event (conne
Call Scenarios and Applications External Call to a Logical Agent’s Station Transferred to Another Logical Agent This scenario shows an incoming ISDN PRI call to a domain-controlled station, 6666 (see Figure A-7). Logical agent 2345 (logged in from station 6666) answers the call and transfers it to logical agent 8766 logged in from station 9999. Logical agent 3456 completes the transfer operation while the call is queued for logical agent 8766.
Call Scenarios and Applications Host ECS Comment Domain Control Request (domain=extension 6666, CRV=56) Domain Control ACK Domain Control Request (domain=extension 9999, CRV=34) Alert Event (domain control assoc for 6666) Connect Event (domain control assoc for 6666) Hold Request (domain control assoc for 6666) Hold ACK Auto Dial (called=8766, return ACK=yes) (domain control assoc for 6666) Auto Dial ACK Queued Event (domain control assoc for 6666) Transfer Event (domain control assoc for 6666) Alert Ev
Call Scenarios and Applications Direct Agent Call to Logical Agent — Make Call to Login ID This scenario shows the call flow for a Third Party Make Call from logical agent 2345 to logical agent 8766 (see Figure A-8). Logical agent 2345 is logged in from station 6666, and logical agent 8766 is logged in from station 9999.
Call Scenarios and Applications Host ECS Make Call (called=8766, calling=2345, return ACK=y) Make Call ACK (connected=6666) Queued Event Alert Event (calling=6666, called=8766, connected=8900, domain=split 9000) Connect Event (calling=6666, called=8766, connected=8900) Drop Event (connected=6666) Call Ended Operation A-44 Issue 7 March 1998 Comment Queued for logical agent 8766 Call delivered to station 8900 Call connected to station 8900 Station 6666 disconnects
Call Scenarios and Applications 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 A-9). Logical agents 2345 and 8766 are logged into skill 4444 from stations 6666 and 9999, respectively. Logical agent 6777 is not logged in. DEFINITY ECS Skill 4444 Login_id 2345 Login_id 8766 Login_id 6777 x6666 Figure A-9.
Call Scenarios and Applications Host ECS Value Query - Agent Login Audit (domain=split 4444) Value Query Return Result (domain=extension 6666, domain=extension 9999) Value Query - Agent Status (domain=extension 6666, split=****) Comment Host requests login Audit for Skill 4444 Two stations logged into skill Host requests status of agent at extension 2345 Note: **** is ignored Value Query Return Result (talk state=idle, work state=auto-in) Value Query - Extension Query (calling=2345) Value Query Return
Call Scenarios and Applications 4. Converse Vector Command Interactions External Call to a VDN that has a Converse Step that is Interrupted This scenario presents the call flow for an incoming ISDN PRI call for VDN 7000 that has a Converse vector command that can be interrupted (see Figure A-10). The call comes into the VDN and gets queued to two splits, Split 6500 and Split 3400.
Call Scenarios and Applications Host ECS Call Offered Event (calling=908576-6362, called=9089577000, domain=VDN 7000) Queued Event (domain=split 6500) Queued Event (domain=split 3400) Alert Event (calling=9085766362, called=9089577000, connected=5431, domain=split 1234, cause=in queue) Alert Event Call Offered to VDN 7000 (event notif assoc) Queues to ACO Split 6500 (event notif assoc) Queues to Split 3400 (event notif assoc) Alerts VRU port extension 5431 (event notif assoc) VRU domain control assoc C
Call Scenarios and Applications External Call to a VDN that has a Converse Step that is not Interrupted This scenario presents the call flow for an incoming ISDN PRI call for VDN 7001 that has a converse vector command that is not interrupted (see Figure A-11). 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.
Call Scenarios and Applications Host ECS Call Offered to VDN 7001 (event notif assoc) Queued Event (domain=1234, event notif assoc) Alert Event (connected=9876, cause=in queue, event notif assoc) Alert Event (connected=9876, domain=split 1234, cause=in-queue, domain control assoc) Connect Event (connected=9876, event notif assoc) Connect Event (connected=9876, domain control assoc) Drop Event (domain control assoc) Drop Event (event notif assoc) Route Request Route Select (called=3456) Route End Queued E
Call Scenarios and Applications 5. 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 A-12). 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.
Call Scenarios and Applications Host ECS Offered Event (domain=VDN 7010) Queued Event Call Offered to VDN 7010 Queued Event Call queues to Split 3400 Alert Event (connected=6534) Queued Event Alert Event Alert Event (connected=6540) Connect Event (connected=6540) Drop Event Call Ended Event A-52 Comment Issue 7 March 1998 Call queues to Split 6500 Call delivered to extension 6534 RONA re-queues call to Split 6500 Call delivered to extension 6540 Caller disconnects
Call Scenarios and Applications 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 A-13). Because this is a direct-agent call, RONA will redirect the call to the agent’s coverage path.
Call Scenarios and Applications DEFINITY ECS Vector R Incoming Call call_id=57 Agent Extension VDN 8905 1. Adjunct Routing 2. Wait 4 Seconds 3. Adjunct Routing 4. Wait 4 Seconds 5. Busy Vector M x1234 VDN 9876 1. Announcement 123 2. Collect 4 Digits 3. Route to Digits 4. Route to 0 Figure A-13.
Call Scenarios and Applications Host ECS Call Offered (domain=VDN 8905) Route Request Comment Call Offered to VDN 8905 Agent Status Query (split=1200, extension=1234) Value Query Response (workmode=auto-in, talk state=idle) Agent Status Query on 1234 Route Select (split=1200, extension=1200, direct agent call=y) Route End Route to agent 1234 as direct agent call Alert Event (connected=1234, split=1200) (event notif assoc) Alert Event (connected=1234, split=1200, domain control assoc) Redirect Event
Call Scenarios and Applications 6. 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 A-14). VDN 8905 has Event Notification active over CRV 96.
Call Scenarios and Applications Host ECS Comment Call Offered Event (VDN=8905, notif assoc) Route Request Route Select (called=1234) Route End Alert Event (connected=1234, notif assoc) Alert Event (connected=1234, domain control assoc for 1234) Alert Event (connected=9876, event notif assoc) Alert Event (connected=9876, domain control assoc for 9876) Redirect Event (domain control assoc for 1234) Route to extension 1234 Call covers to extension 9876 Call covers to VDN 3634 Redirect Event (domain con
Call Scenarios and Applications 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 A-15). After the announcement, the call gets routed via the adjunct routing 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.
Call Scenarios and Applications Host ECS Comment Call Offered Event (event notif assoc) Route Request Route Select Route to VDN 1234 Route End Queued Event (domain=split 3459) Call queues to ACO split 3459 Queued Event (domain=split 3460) Call queues to ACO split 3460 Alert Event (domain=split 3460, connected=4566) Connect Event (connected=4566) Drop Event (connected=4566) Call delivered to agent 4566 Agent disconnects Call Ended Event Issue 7 March 1998 A-59
Call Scenarios and Applications Outgoing Call over Non-ISDN Trunk This section presents the call flow for an outgoing call over a non-ISDN trunk. Station 1234 initiates this preview dialing call (see Figure A-16). Note that a Trunk Seized Event Report is generated when the ECS places the call over a non-ISDN trunk. Furthermore, no Alerting or Connected Event Reports follow a Trunk Seized Event Report. The only event report that may be generated for the destination is a Dropped Event Report.
Call Scenarios and Applications Outgoing Call over ISDN Trunk that Results in an ISDN Progress Message This section presents the call flow for an outgoing call over an ISDN trunk that traverses a non-ISDN network(s) before it reaches its destination. Station 4567 initiates an outgoing call to an external destination. Station 4567 has Domain Control active and uses the Auto Dial capability to initiate the call (see Figure A-17).
Call Scenarios and Applications Host ECS Call Initiated Auto Dial (called=99085766362) Cut Through Event Connected Event (calling=4567, called=99085766362, connected=9089576362) Drop Event (connected=####) Drop Event (connected=4567) A-62 Issue 7 March 1998 Comment Station 4567 goes off hook Host application dials number Connected information from ISDN Connect Event External destination drops Station 4567 drops
Call Scenarios and Applications 7. User Scenarios — User to User Information (UUI) Figure A-18 shows a typical distributed call center configuration. An ASAI host is connected to each of the ECSs and calls are delivered to either ECS. The applications running on the ASAI hosts are not connected to each other. ECS A ECS B VDN11 ISDN PRI VDN0 ISDN PRI VDN3 VDN4 VDN2 Non PRI VDN1 VRU Split1 ACD SplitA VRU Port1 ASAI ASAI ASAI Adjunct Adjunct A B AgentA Figure A-18.
Call Scenarios and Applications Call Sequence 1: Host A Host B Comment Call Offered (called=VDN1, domain=VDN1, trunk group=AAA) Incoming call to ECS A Alert Event (connected=VRU Port 1, domain=split VRU Split 1) Call delivered to VRU Connect Event (connected=VRU Port 1, domain=split VRU Split 1) Call connected to VRU Hold Event (connected=VRU Port 1) VRU places call on hold 3PMake Call Request (UUI=info1, called=VDN2) VRU requests New Call to do transfer to VDN2 Call Transferred Event VRU tra
Call Scenarios and Applications Call Sequence 2 shows an incoming ISDN PRI call to ECS A, delivered to VDN1. VDN1 contains a collect digits vector step followed by an adjunct routing vector step. The host routes the call, including UUI information, to VDN2 that tries to interflow the call to ECS B. ECS B does not accept the call and the call connects to Agent A in ECS A.
Call Scenarios and Applications Call Sequence 3 shows an incoming ISDN PRI call to ECS A, delivered to VDN1. The incoming ISDN call contains UUI data. While in VDN1, the call is routed to VDN3 in ECS B including UUI information and a return call destination (VDN11). ECS B connects the call to VRU Port2. After the VRU terminates the caller session, the ASAI host drops the call including UUI information back to ECS A. When the trunk to ECS B drops, the call is directed to VDN11.
Call Scenarios and Applications 8. User Scenarios — Connected IE for Non-ISDN Trunks Table A-1 shows the Event Reports provided for a monitored call that is routed over an outgoing non-ISDN trunk. The incoming call also uses a non-ISDN trunk and is directed to a VDN/vector that routes the call to an external number.
Call Scenarios and Applications 9. User Scenarios — ASAI-Provided Dial-Ahead Digits This is a simple scenario in which the host provides dial-ahead digits via a Route Select. After the dial-ahead digits are stored by the ECS, the digits are collected using call prompting vector commands. The scenario also shows the ASAI Event Reports sent to a monitoring host.
Call Scenarios and Applications 10. User Scenarios — ASAI-Requested Digit Collection This is a sample scenario for an incoming ISDN call that is routed via Adjunct Routing to an external destination. The user has subscribed to receive 4-digit DNIS numbers. As part of the route, the host requests collecting three digits from the caller. Host ECS Offered Event Route Request (collected digits=2) Route Select (called=84154422800, user code=collect 3 digits) Comment Incoming ISDN call to VDN: 1.
Call Scenarios and Applications 11. User Scenarios — VDN Return Destination A customer may use the VDN Return Destination feature (G3V2 and later) to provide a more flexible remote access feature together with host-based call security. The remote user/caller does not have to call back into the ECS when multiple destinations need to be reached or enter his/her identification every time a new destination is desired.
Call Scenarios and Applications 3. Wait 6 seconds hearing silence. 4. Disconnect after announcement 1003 (“We are sorry, but we are experiencing technical difficulties at this time, please try again later.”) Once connected to the Return Destination, the caller can enter a second destination/phone number to connect to. The host performs the same validation on the destination number as in the first destination and routes the call as appropriate (destination entered by caller or alternate destination).
Call Scenarios and Applications 12. ASAI Messaging Scenarios — VDN Return Destination This is a scenario where a call to a vector is routed using Adjunct Routing to an external destination. The host then drops the external destination and the call is delivered to the Return Destination for further vector processing. The scenario assumes that the call is being monitored by the ASAI host and that the Return Destination is VDN 77777.
Call Scenarios and Applications 13. User Scenarios — Flexible Billing Call Sequence 1, shows an incoming call on an ISDN-PRI trunk delivered to Split A. The ISDN trunk is configured for MultiQuest service. The incoming call indicates in its SETUP message that Flexible Billing is supported. The call rings at agent 5001 and is answered. The agent requests a billing change on the call, setting the new rate to $10/minute. This billing change is sent over the ISDN-PRI trunk, and the 4ESS rejects the change.
Call Scenarios and Applications Call Sequence 2 shows an incoming call on an ISDN-PRI trunk delivered to VDN A. The ISDN trunk is configured for MultiQuest service. The incoming call indicates in its SETUP message that Flexible Billing is supported. The call is adjunct-routed. The adjunct sees that Flexible Billing is enabled, and routes the call to split 1. The call rings at agent 5001 and is answered. The ECS sends the response to the ASAI adjunct.
Call Scenarios and Applications Call Sequence 3 shows an incoming call on an ISDN-PRI trunk delivered to VDN A. (This call sequence uses the same VDN as call sequence 2.) The ISDN trunk is configured for MultiQuest service. The incoming call indicates in its SETUP message that Flexible Billing is NOT supported. The call is adjunct-routed. The adjunct sees that Flexible Billing is NOT enabled and routes the call to split 2. The call rings at agent 5001 and is answered.
Call Scenarios and Applications 14. User Scenarios - Information Identifier (II) Digits Public Network DEFINITY ECS Host Call SETUP message (CPN = 908 555 1234) (II-Digits = 0x01) Call Offered Event (CPN = 908 555 1234) (II-Digits = 0x01) (Domain = Split 1) Call offered to Split 1. Call waits in queue. Queued Event (Domain = Split 1) (No II-Digits) . . .
Call Scenarios and Applications Public Network DEFINITY ECS Host Call SETUP message (No CPN) (No II-Digits) Call placed to Split 1. FACility message (NSF = CPN preferred) DEFINITY ECS requests CPN, or BN if CPN not available.
Call Scenarios and Applications 15. User Scenarios - Phantom Calls If agents are handling faxes or email in addition to voice calls, then phantom calls can be used to queue these jobs for agents, along with any existing voice calls. In this example, an ASAI application is notified when an incoming email is received. It then places a phantom call from a hunt group (ext. 3700) to the Split, holding the agents (ext. 3900).
Call Scenarios and Applications Call Sequence 1: Host ECS 3rd Party Make Call (CRV=1, Calling=3700, called=3802) 3rd Party Make Call Acknowledgement (CRV=1, CID=17) Queued Event Report (CRV=1, CID=17, called=3802, domain=split 3900) Alerting Event Report (CRV=1, CID=17, calling=3701, called=3801, connected=3901) Alerting Event Report (CRV=7, CID=17, calling=3701, called=3801, connected=3901) 3rd Party Answer (CRV=7, CID=17) Comment Application places phantom call to VDN 3802, using any available AWOH
Call Scenarios and Applications In call sequence 2, remote agent A is connected to the ECS by a trunk. Agent B is a local station connected to the ECS. Agent A is speaking on a call, and determines that the agent B should handle this call. Trunks cannot perform transfers, but an application using Single-Step Conference can.
Call Scenarios and Applications 16. Single-Step Conference In call sequence 1, a service observer is added to the call using Single-Step Conference. The observer is first added in a listen-only mode, using Single-Step Conference with no visibility. The observer is later connected in a listen/talk mode by disconnecting the observer and doing a second Single-Step Conference with full visibility. NOTE: State or national laws may require you to inform the parties on a call that the call is being monitored.
Call Scenarios and Applications In call sequence 2, remote agent A is connected to the ECS by a trunk. Agent B is a local station connected to the ECS. Agent A is speaking on a call, and determines that the agent B should handle this call. Trunks cannot perform transfers, but an application using Single-Step Conference can.
Call Scenarios and Applications In call sequence 3, a recording device is added to the call using Single-Step Conference. This could be done (for example) when an agent signals the application to record this call. NOTE: State or national laws may require you to inform the parties on a call before recording the call. The recording device is treated as a party on the call. A single party dropping will still leave two parties on the call, so the call will not drop automatically at that point.
Call Scenarios and Applications A-84 Issue 7 March 1998
ASAI and Release 6 Requirements B This appendix provides capacity requirements and constraints for ASAI on Release 6. NOTE: See Appendix C for capacity requirements for previous releases. Capacity Requirements and Constraints Table B-1.
ASAI and Release 6 Requirements ■ System limits — The maximum number of ASAI links is eight for R6vs, R6si, and sixteen for R6r. — The maximum number of active-notification associations is 300 for R6si, R6vs, and 10,000 for R6r. — The maximum number of adjunct-control associations is 300 for R6vs, R6si, and 3,000 for R6r.
ASAI and Release 6 Requirements — The maximum number of active domain-control associations per station is two for R6vs, R6si, and four for R6r. — For R6vs and R6si, the maximum number of associations that can control a station on a call is three; two domain-control associations and one call-control association. For R6r, the maximum number of associations that can control a station on a call is five; four domain-control associations and one call-control association. ■ Per ACD split domain: Table B-3.
ASAI and Release 6 Requirements — The maximum number of active-notification associations per call is three for R6vs, R6si, and six for R6r. — The maximum number of domain-control associations per call is twelve for R6vs and R6si (since the maximum number of stations on a call is six for R6vs and R6si; each may have two domain control associations).
ASAI and Release 6 Requirements B-5 Issue 7 March 1998 ■ If the CRV values are administered to a single byte, then the adjunct may initiate and have active 127 simultaneous associations on any given ASAI interface (subject to availability of resources set by the other system parameters). ■ If the CRV values are set at 2 bytes, the maximum number of associations is limited by the availability of other ECS resources, not the number of CRVs (32,767).
ASAI and Release 6 Requirements B-6 Issue 7 March 1998
ASAI Release History C This appendix provides a summary of the features and system capacities for past ASAI releases, and is organized as follows: ■ Release Features Matrix This table shows which features have been supported for each release. ■ Release Notes Summary These are the actual release notes for the new and/or enhanced features that defined a particular release. Each feature is briefly described.
ASAI Release History Table C-1.
ASAI Release History Summary of Past Release Notes This section contains complete release notes for previous ASAI releases. ■ Release 5 ■ G3V4 ■ G3V3 ■ G3V2 NOTE: A brief description of the Release 6 features appears at the beginning of this document. Release 5 Notes The following features were added in CallVisor ASAI.
ASAI Release History Reason Codes ASAI allows adjuncts to enter a reason code when an agent’s work mode changes to AUX work or when an agent logs out. In addition, the adjunct can also query for an agent’s reason code status. This feature must be optioned and requires that the AUX Work Reason Codes and the Agent Logout Reason Codes be set to “forced” or “requested.” ASAI Selective Listening This feature allows an ASAI adjunct application to disconnect or reconnect selected listening paths.
ASAI Release History NOTE: ASAI does not support Russian Intrusion, Russia MF Shuttle Signaling, and Re-ring. Expansion of Agent Capabilities Up to 20 skills can be assigned to agents. As a result, ASAI has been enhanced to support 600 active split domain controls on Release 5r. Although not directly related to this new expansion feature, up to 300 active notification associations (split/VDN)can be supported in a Release 5i/s and 10,000 in a Release 5r.
ASAI Release History MultiQuest Flexible Billing This feature is an interface to the AT&T MultiQuest 900 Vari-A-Bill Service, an inbound calling capability that allows an ASAI adjunct to change the rate at which an incoming 900-type call is billed. The ASAI adjunct also produces billing change messages. Redirect Call This feature allows an ASAI adjunct to direct the ECS to move an already alerting call away from an extension (at which it is alerting) to another extension.
ASAI Release History done only through ASAI.) Notification of manual login events allows adjunct applications to maintain accurate views of current agent login/logout status. Call-Originated Event Report This is a new Event Report provided when a call is manually or otherwise originated from a domain-monitored station. It also provides the dialed digits to an application.
ASAI Release History G3V3 Release Notes The following enhancements were included in CallVisor ASAI G3V3: Answering Machine Detection (AMD) The Answering Machine Detection for Outbound Calls feature provides Outgoing Call Management (OCM) customers the ability to differentiate between calls answered by a human (“real” voice energy) and calls answered by an answering machine. An ASAI adjunct may request answering machine detection for a switch-classified call.
ASAI Release History Multiple Monitors The Multiple Monitors feature provides the ability for up to three ASAI applications to monitor the same ACD Split or VDN domain. Prior to G3V3, only one application could monitor a domain. Optionable Switch-Classified Calls on International Switches This is an administration option to allow or not allow Predictive Dialing - Switch Classified Calls (Third Party Make Calls) with service circuit-call classifier and alert destination first options.
ASAI Release History ASAI-Requested Digit Collection ASAI-Requested Digit Collection gives an adjunct the ability to request that a DTMF tone detector (TN744) be connected to detect user-entered digits. The request is made via an option of the Route Select message. The digits collected as a result of this feature are passed to ASAI monitoring and/or controlling adjuncts for action. The ECS handles these digits like dial-ahead digits. These digits are collected while the call is not in vector processing.
ASAI Release History G3V2 Release Notes The following enhancements were included in CallVisor ASAI G3V2: International Address Type for ISDN Calls The international address type for ISDN allows DEFINITY to recognize and use the type of address field contained in the calling and called number Information Elements used by ISDN calls.
ASAI Release History based on their login identifiers (loginIDs) and to incoming calls based on the vector directory number (VDN) associated with the calls. Incoming calls are then delivered to the appropriate agent by matching the call’s assigned skills and the agent’s skills. EASe also introduces two new concepts: ■ Skill Hunt Groups Skill hunt groups are vector controlled ACD hunt groups associated with a single skill.
ASAI Release History Connected Party Number in Third Party Make Call Acknowledgements G3V2 includes the connected party number Information Element in the Third Party Make Call-ACK.
ASAI Release History System Capacity Requirements for Previous Releases Table C-2.
ASAI Release History Table C-4. System -Wide ASAI Limits for Release G3V3 Capacity G3sPBP ASAI Links G3i G3r 4 8 8 Notification Associations 50 170 460 Adjunct-Control Associations 75 300 3,000 250 2,000 6,000 Domain-Control Split/Skill Associations 24 99 255 Simultaneous Call-Classifier Originators 40 40 100 Domain-Control Station Associations Table C-5.
ASAI Release History Table C-6.
Glossary GL Numerical 1TR6 The German National Integrated Services Digital Network (ISDN). A ACD Automatic Call Distribution ACD agent/extension A station extension that is a member of an Automatic Call Distribution (ACD) split/skill/hunt group. ACD call A call directed to an ACD split/skill/hunt group either directly or through vector processing.
Glossary must have been taken control of via the Third Party Take Control or Domain (Station) Control capabilities. Adjunct-Controlled Split An ACD split administered to be under adjunct control. Agents logged into such splits must do all telephony and ACD login and/or logout and change work mode functions through the adjunct (except for auto-available adjunct controlled splits, whose agents may not be logged in and/or logged out or have their work modes changed).
Glossary AP Adjunct Processor (or Application Processor) Application An adjunct entity that requests and receives ASAI services or capabilities. One or more applications can reside on a single adjunct. However, the ECS cannot distinguish among several applications residing on the same adjunct and treats the adjunct and all resident applications as a single application. The terms “application” and “adjunct” are used interchangeably. See also ASAI Application.
Glossary Available Agent An agent available to receive a call through an ACD split (ACD call); that is, an agent who/which is logged in and not on a call, and in the auto-in or manual-in work mode. AWOH Administration Without Hardware (extensions administered without assignment of a physical port). B Basic Call Management System ECS features that provide a subset of the functionality of a CMS.
Glossary Calling Party Number (CPN) The 10-digit number (North America) of the station that is calling. The CPN is not always identical to the billing number (BN); for example, a company may have a BN of 555-7000, yet an individual at that company may have a CPN of, for example, 555-7335. Taken together, CPN/BN information allows the called party to identify the calling party and to determine call volumes from particular geographic areas. Formerly called station identification (SID).
Glossary ced See Customer-entered digits. charge advice See Advice of Charge charge units Used in countries outside the US, this is a network charge for a call based on the number of charge units used. A charge unit is of variable length of time associated with a fixed cost. Assignment of duration of charge time and cost varies from country to county. CINFO See Caller INformation FOrwarding.
Glossary Coverage call A call that is redirected from the called extension to another extension or group of extensions when certain criteria are met. See also Coverage criteria. Coverage criteria The conditions under which a call to a principal is redirected to coverage — for example, the Send All Calls button is on, the line is busy, or all the appearances are in use. Also called “criteria” and “redirection criteria.” See also Coverage call.
Glossary Domain An entity that can be controlled or monitored. Available domains are VDNs, ACD splits, and stations. The VDN domain is used only for active-notification associations, the station domain is used only for the domain-control associations, and the ACD-split domain is for active-notification associations and domain-control associations. Domain-Control Association The unique “CRV/link number” combination initiated by a Third Party Domain Control Request capability.
Glossary Facility IE A Q.931 Codeset 6 Information Element containing information to be passed between communications entities. This IE can be included in several Q.931 messages and, as a parameter, contains additional IEs within itself. FACility Message A Q.931 message sent during an ASAI association to convey information from one endpoint to another as part of the message exchange for that ASAI association.
Glossary Logical Agent A logical extension assigned to an agent when the EAS feature is enabled on the ECS. A logical agent logs into a skill, and by so doing, maps the logical extension to a physical extension. Look ahead Interflow (LAI) A DEFINITY feature that enhances Call Vectoring interflow by ensuring that calls do not interflow to a backup ECS that cannot accept the calls.
Glossary O Observer A person allowed to monitor the call-handling activity of agents. See also Service Observing. Outbound Dialing The mechanism used by an ASAI adjunct to ask the ECS to launch a call on behalf of an ACD split, detect when the call is answered, and connect the far end to an available agent in the split. P Party/Extension Active on Call A party is on the call if it is actually connected to the call (in active talk or in held state). An originator of a call is always a party on the call.
Glossary R R2-MFC A multifrequency-compelled signal used primarily in national and international voice-switched networks as a robust and flexible signalling scheme. Receiving Endpoint For the Send DTMF Digits feature, an endpoint that can listen to DTMF signals on behalf of a sender. A receiving endpoint’s listen path is connected to the sender’s talk path. Also called ‘‘receiver.
Glossary Service Observing A feature that allows the activating user (called the observer) to listen in on a call connected to the observed station or VDN. Or, a feature that allows designated telephones to audibly monitor (on a listen-only basis) calls being handled by another extension. A barge-in option is also available. Skill Hunt Group A hunt group for EAS (Expert Agent Selection) that has the same attributes as a vector-controlled split.
Glossary Talker In the Selective Listening feature, the party from who the listener has been listen-disconnected (or reconnected). TEG Terminating Extension Group Timed collection Digit collection with a 10-second interdigit time out. Every time a digit is received the interdigit timeout is reset and the tone detector/call prompter is disconnected if the interdigit time out expires. The collect digits vector command always executes timed collection of digits.
Glossary V VDN Vector Directory Number Vector command A command used in call vectoring to specify the treatment a call will receive. Commands include main or backup Automatic Call Distribution (ACD) split queuing with priority levels and inflow-threshold checking; delays with specified feedback such as ringback, music, silence, or announcements; collecting digits; routing to internal or external destinations; and unconditional and conditional branching.
Glossary W Work mode An ACD agent’s work state: manual-in, auto-in, after-call-work, or aux (auxiliary).
Index IN Numerics 27 character display, 9-9, C-5 3rd Party Answer capability, 5-10 considerations, 5-11 denials, 5-10 parameters, 5-10 protocol error, 5-11 3rd Party Auto Dial capability, 5-25 denials, 5-28 parameters, 5-26 protocol error, 5-28 3rd Party Call Ended capability, 4-74 causes, 4-74 information flow, 4-74 parameters, 4-74 3rd Party Clear Call acknowledgements, 4-69 capability, 4-69 considerations, 4-70 denials, 4-69 information flow, 4-69 parameters, 4-69 protocol errors, 4-70 3rd Party Contro
Index acknowledgements, 4-43 capability, 5-13 considerations, 5-14 denials, 4-43, 5-13 information flow, 4-43 parameters, 4-43, 5-13 protocol error, 5-14 protocol errors, 4-44 3rd Party Send DTMF Signals acknowledgements, 4-71 capability, 4-71, 5-31 considerations, 4-73, 5-33 denials, 4-72, 5-32 information flow, 4-71 parameters, 4-71, 5-31 protocol error, 5-32 protocol errors, 4-72 3rd Party Single-Step Conference, xxxiii, 4-56, 5-4, 12-52 acknowledgements, 4-57, 5-34, 5-35 parameters, 4-57 protocol error
Index Agent Reconfiguration scenario, A-13 agent status displays, 12-11 agent work modes ACD, 12-30 EAS, 12-31 agent, assigning skills, 3-48 agents, 2-5 different ACD splits, 2-12 multiple splits, 12-10 queued calls, 2-12 Alarm Administration, adjunct, 14-7 alarm suspension, during maintenance, 11-3 Alarms, 11-4 alarms resuming, 11-4 suspending, 11-4 alarms for adjuncts, administering, 14-7 alert_order parameter, 4-9, 4-20, 4-25, 4-31, 4-34 Alerting Event Report call_id, 3-11 description, 3-9 generating, 3
Index Attendant Console form, 14-7 Attendant Control of Trunk Group Access, feature interactions, 12-9 attendant group 0, and event reports, 3-4 attendant start buttons, 12-7 attendants, feature interactions, 12-6 attendant-specific buttons, 12-6 audible tones, 4-31 AUDIX feature interactions, 12-9 AUDIX, coverage, 3-27 Authorization Codes, feature interactions, 12-10 Auto-Answer feature, analog sets, 12-2 Auto-Available Split, feature interactions, 12-13 Automatic Agent Reconfiguration application, 2-12 s
Index Call Coverage, Station scenario, A-17 call coverage, VDNs in path, 12-16 call destination, switch-classified, 4-18 Call Detail Recording feature interactions, 12-17 Call Ended Event Report cause, 3-19 description, 3-19 generating, 3-19 items, 3-5, 3-19 call flow, outgoing call over non-ISDN trunk, A-60 Call Forwarding, 9-3 Call Forwarding All Calls, feature interactions, 12-19 Call Forwarding denials, 9-13 Call Forwarding status, 9-11 Call Forwarding, Request Feature, 8-2 call handling preference, gr
Index number held, on analog sets, 12-3 number in queue, 12-32 oldest in queue, 12-32 on hold, 12-43 outbound, 2-4 resulting in event reports, 3-2 Calls across Multiple ECS(s) scenarios, A-25 calls in queue, direct-agent, 12-31 calls monitoring charges, C-3 calls, Phantom, xxxiv, 4-24, 5-25, 12-1 Cancel button, 12-6 capabilities, Domain Control, 5-4 capability, 5-15 Event Notification Request, 6-3 Event Reporting, 3-1 Heartbeat, 11-2 Redirect Call, 5-17 restart, 11-5 Resume Alarms, 11-4 Route, 7-2 Route En
Index conf/trans_flag parameter, 4-60, 5-20 Conference button, 12-29 feature interactions, 12-27 interactions, 3-59 conference calls, Flexible Billing, 10-5 conference, interaction with Selective Listening, 12-29 Conference, Single-Step, xxxiii, 3-36, 3-38, 4-2, 4-3, 4-56, 5-2, 5-4, 5-5, 5-34, 5-35, 12-50, 12-52 configurations ACD, 14-2 ASAI integration with a VRU, 2-18 ASAI with a VRU, 2-19 multiple adjuncts/single link, 2-16, 2-18 single link/multiple adjuncts, 2-17 single link/single processor, 2-1 supp
Index denials, 4-32 destination, 4-32 EAS, 12-37 originator, 4-31 Direct-Agent Coverage, 12-33 direct-agent, priority calling, 12-33 directory names display, 9-9 directory services, 2-13 Disconnect/Drop Event Report call_id, 3-43 cause, 3-44 connected party number, 3-42 description, 3-42 generating, 3-42 items, 3-7, 3-42 party_id, 3-43 user to user information, 3-43 display station command, 5-3 display, 27 character, C-5 Distributed Communications System, 4-8, 4-33 DNIS, 2-5 Do Not Disturb, feature interac
Index event report, call originated, C-7 Event Report, login, 3-47 Event Report, logout, 3-48 event report, reorder/denial, 3-51 Event Report, trunk seized, 3-53 Event Reporting as a common capability, 3-1 call-related, 3-2 capability, 3-1 definition, 3-1 invoking from capability groups, 3-2 non-call-related, 3-3 event reports Alerting, 3-9 and attendant group 0, 3-4 and split announcements, 3-4 and vector announcements, 3-4 Answered, 3-13 Busy/Unavailable, 3-15 Call Conferenced, 3-17 Call Ended, 3-19 Call
Index Send DTMF, 12-51 Service Observing, 12-51 Single-Digit Dialing and Mixed Station Numbering, 12-52 Temporary Bridged Appearances, 12-53 Terminating Extension Group, 12-54 Timed Reminder, 12-55 Transfer, 12-55 Trunk-to-Trunk Transfer, 12-56 Voice (Synthesized) Message Retrieval, 12-56 feature options administration, Lucent business partners, 14-7 feature, Third Party Single-Step Conference, 4-56 feature_id parameter, 8-2 Feature-Related System Parameters form, 14-7 features Advice of Charge, C-3 G3V2,
Index II-Digits parameter, 7-4 Inbound Call Management applications, 2-5 scenarios, 2-6 telemarketing benefits, 2-5 Incoming Call Identification application, 2-13 sample scenario, 2-13 Incoming Call Monitoring/Manual Conference scenario, A-14 information flow, Value Query, 9-4 information, R2 MFC, C-4 information, trunk group/member, xxxv installing hardware, 14-1 installing software, 14-2 integrated directory database, C-6 Integrated Directory Database Query, 9-3 Integrated Services Digital Network, see I
Index call control association and monitoring association, 3-56 call-controlled calls, 3-55 call-controlled calls with non-controlled calls, 3-55 calls non-monitored with Domain Control Extension, 3-56 calls with domain control extensions, 3-56 Domain Control and Third Party Call Control association, 3-56 monitored call with a non-monitored call, 3-55 monitored calls, 3-55 merging calls Domain Control association and event Notification associations, 3-56 Message Desk email, 2-15 sample scenario, 2-14 voice
Index outbound calls, placing, 2-4 P pacing algorithm, and predictive dialing, 2-4 Packet Controller circuit card, 14-1 Packet Maintenance circuit pack, 14-1 parameter summary, Third Party Make Call, 4-37 parameters, 5-35 alert_order, 4-20, 4-25, 4-31, 4-34 ans_mach, 4-9 call_id, 4-39, 4-60, 4-74, 5-4, 5-10, 5-13, 5-15, 5-17, 5-20, 5-28, 5-31, 6-7, 7-3 call_id2, 5-20 call_options, 4-4 called party number, 7-3 calling party number/billing number, 7-2 cause, 7-11 char_seq, 4-71, 5-31 collect_digits_flag, 7-
Index Phone Management and Directory Services application, 2-13 Phone Management and Directory Services, sample scenario, 2-14 ports administrative access of DEFINITY LAN Gateway, 13-7 DEFINITY LAN Gateway, 13-10 TN2182, 9-2, 9-8 TN2182B, 9-2, 9-8 TN744, 9-2, 9-8 TN744D, 9-2, 9-8 ports, administrative access of DEFINITY LAN Gateway, 13-4 PPM, 3-34 PPN, see Processor Port Network predictive dialing, 2-3, 2-4, 14-1 preview dialing, 2-3, 2-4 PRI, see Primary Rate Interface Primary Rate Interface, feature inte
Index protocol errors, 8-5 Request Feature Capabilities Group, 8-1 Request Feature capability, 2-12 request, agent login, 8-6 requirements, system capacity, B-1 resource_id parameter, 4-65 restart acknowledgements, 11-8 adjunct initiated, 11-6, 11-7 capability, 11-5 ECS-initiated, 11-6 restart ECS-initiated, 11-6 Restart parameters, 11-8 result_call_id parameter, 4-61, 5-21 Resume Alarms parameters, 11-4 Resume Alarms, capability, 11-4 return_ack parameter, 4-4, 4-10, 4-20, 4-26, 4-31, 4-35, 5-27 Ringback
Index selective listening, C-4 Send All Calls, 9-3 Send All Calls denials, 9-13 Send All Calls feature interactions, 12-50 Send All Calls status, 9-11 send all calls, Request Feature, 8-2 Send DTMF Signals acknowledgements, 4-71 considerations, 4-73 parameters, 4-71 protocol errors, 4-72 send DTMF signals, C-5 Send DTMF, feature interactions, 12-51 sequence dialing, 2-12 service circuit parameter, 4-20, 4-25 service observing scenarios, A-12 Service Observing, feature interactions, 12-51 service_circuit pa
Index Answered Event Report, 3-13 EAS, 12-39 service circuit option, 2-4 switch-hook, analog calls, 12-3 system assembly, 13-1, 13-5, 13-10 system cold starts, 10-4 System Parameters OCM Call Classification form, 9-2, 9-8, C-3 system restarts, 12-53 systems duplicated, 14-1 multiple-port, 14-2 unduplicated, 14-1 T TAC dialing, ISDN trunk, 3-25 talker party_id parameter, 4-51, 4-54 talkers, Third Party Listen-Disconnect, 4-51 Tandem Computers, as business partner, 14-9 Technical Support Center, contacting,
Index protocol error, 5-16 protocol errors, 4-47 Third Party Reconnect capability, 5-15 Third Party Redirect Call acknowledgements, 4-48 capability, 4-48 considerations, 4-49, 5-18 denials, 4-48, 5-17 information flow, 4-48 parameters, 4-48 protocol error, 5-18 Third Party Relinquish Control acknowledgements, 4-68 capability, 4-68, 5-29 considerations, 4-68, 5-30 denials, 4-68 information flow, 4-68 parameters, 4-68 protocol error, 5-29 protocol errors, 4-68 Third Party Selective Drop acknowledgements, 4-6
Index U-Abort (User Abort), causes for ending the association, 3-60 UDP, see Uniform Dial Plan unduplicated system, 14-1 Uniform Dial Plan, 4-8, 4-33 Universal Call ID, xxxiv, 3-12, 3-18, 3-20, 3-24, 3-30, 3-39, 5-21, 7-4 acknowledgement parameters, 9-12 parameters, 4-40, 4-61 Universal Call ID acknowledgement, 4-4, 5-26, 5-35 Universal Call ID query, 9-4 upgrades, Expansion Interface Circuit Pack, 14-2 user scenarios, A-63 ASAI-Provided Dial-Ahead Digits, A-68 ASAI-Requested Digit Collection, A-69 Flexibl
Index IN-20 Issue 7 May 1998
