ATT DEFINITY Communications System Generic 3 Instructions Manual

							Recorded Telephone Dictation A ccess
Issue  3   March 1996
3-1007
Hardware and Software Requirements
Requires telephone d i ctation machines and, depending on the type of machine, 
one port on a TN742 or TN746B (A-law) Analog Line circuit pack or one port on a 
TN763 Auxiliary Trunk circuit pack (TN763D supports A-law) for each machine 
assigned. No additional software is required. 
						

							Feature Descriptions
3-1008Issue  3   March 1996 
Redirection On No Answer (RONA)
Feature Availability
Redirection On No Answer (RONA) is available with G3V2 and later releases.
Description
RONA is an ACD hunt group optional feature that redirects an unanswered 
ringing ACD call after an administered numb er of rings. The call is redirected 
back to the split after making the agent unavailable and notifying the Call Center 
manager. RONA is an enhancement to the Automatic Call Distribution feature 
and to the related Call Vectoring/Call Prompting features.
When Expert Agent Selection (EAS) is active, RONA is relevant to calls 
distributed from skills (splits). RONA is also relevant for direct agent calls, which 
are redirected to the direct agent’s coverage path instead of b a ck to a split. 
RONA can be used for live a gent applications that use a manual answering 
operation as well as for VRU applications and other a djunct applications, such as 
Home Ag ent. R3V2 CMS is required to support the specific RONA exception 
reporting.
RONA app lies to split and direct agent ACD calls that are delivered to a manual 
answering agent extension from an ACD split which are not answered within a 
reasonable time interval. The call might not be answered in time because the 
agent has left the agent position while remaining in the available state (for 
example, the a gent fails to enter AUX-Work state or log out). Currently, ‘‘split 
don’t answer’’ coverage is relevant for a call that is distributed from a 
non-vector-controlled split and then times out while ringing an agent before 
routing to the sp lit coverage path. Vector-controlled sp lits differ in that they d o 
not provide a ‘‘don’t answer’’ timeout. Regardless of what type of s plit is involved, 
RONA can make the non-answering agent unavailable and then re-route the call. 
An ACD split call is routed back to the split so that another agent can answer.  A 
direct agent ACD call is route d to the a gent’s coverage path.
RONA is especially effective in cases where the ‘‘agent’’ line is terminated to a 
Voice Response Unit (VRU) or to another adjunct and the adjunct port 
experiences a failure. In such a case, if RONA is not in effect, an adjunct port 
failure is not detected by ACD call processing.   As a result, calls are distributed 
to the failed port, and ringing at that port continues until the caller gives up. On 
the other hand, if RONA is in effect, it takes that port out of service and provides 
notification of the failure.
Typically, RONA is used with VRU applications in auto-available sp lit 
configurations. RONA is used to detect VRU failures and to provide an alternate 
operation when failures are detecte d. In a ddition, Call Vectoring is used to 
provide maximum flexibility in selecting alternate treatments under VRU failure. 
RONA can be assigned to a converse-on vector command split, which is 
						

							Redirection On No Answer (RONA)
Issue  3   March 1996
3-1009
connected to the Conversant or to equivalent VRU  ports. The ‘‘converse’’ hunt 
group is an ACD type.  It is also vector-controlled, and administered as an 
Auto-Available Split  (AAS). Whenever RONA times out on a ringing call that was 
delivered via the converse-on command to a VRU port, the agent port is logged 
out and the call is redirected back to the converse-on split to be distributed to 
the next available agent or VRU port.  In the event of complete VRU failure, all 
VRU ports are eventually logg e d  out, and vector processing for the 
converse-on command bypasses that step for new calls.
The following example vector shows how backup for a complete VRU failure can 
be automatically provided in vector processing.
1. wait-time 0 secs hearing ringback
2. converse-on split...  (VRU returns the digit ‘‘1’’ as a return code followed 
by a d ditional d igits for the application)
3. collect 1 digits after announcement none
4. goto step 6 if digits = ‘‘1’’
5. goto vector xxx  (for backup when the VRU fails)
6. collect 2 digits after announcement none
7. ...
In this example, the a p plication works as expected as long as the VRU returns 
the digit string, which includes a 
return c o de of 1. In such a case, the condition in 
Step 4 is satisfied, and a branch is made to Step 6, which provides the normal 
application processing.
On the other hand, if all VRU ports in an AAS split are removed from service 
(logged out) by a RONA timeout on each port, the converse-on command step 
(Step 2) is skipped, and no digits are collected by Step 3 (after the 10 second 
timeout). Ac c ord ingly, the condition in Step 4 is not satisfied and vector 
processing proceeds to Step 5, which branches to vector xxx to provide a live 
agent or other b a ckup treatment.
Considerations
The following sections discuss the considerations that a p ply to RONA.
Determining Which Agents Have Timed Out
Notification of RONA timeout occurring for an agent/port on the sp lit is indicated 
by the RONA (Noans-alrt) lamp  lighting steady and also b y an exception report 
to R3V2 and later releases CMS.
The RONA lamp remains lit until it is cleared by operation of the associated 
button. 
						

							Feature Descriptions
3-1010Issue  3   March 1996 
The Call Center manager/supervisors can find out which agents had RONA 
timeout by looking at BCMS or CMS reports. With R3V2 and later releases CMS, 
the exception report has a listing of all agents that were timed out and made 
unavailable. Without CMS, BCMS/CMS reports can be used to determine which 
agents are in AUX-Work or logged-out (with AAS).
With BCMS, the only way to see which agents are lo g ged out (for AAS 
applications) is to use the SAT to do a list of ‘‘unstaffed agents’’ for the split. With 
EAS, list ‘‘agent-loginid’’ specifying ‘‘unstaffe d’’ and ‘‘AAS = yes.
With R3 CMS, the real time ‘‘Split Status’’ report can be used to see which agents 
are in AUX-Work. A custom report is required to see the logged out agents.
See the 
DEFINITY Communications System Generic 3 Version 4 Implementation, 
555-230-655, or 
DEFI NIT Y Com munications System Generic 3 V2/V3 
Implementation
, 555-230-653, for information about logging back in AAS agents 
that have experienced a RONA timeout.
Using BCMS/CMS Reports With RONA
Whenever RONA is activated on one or more splits in the system, various RONA 
functions, such as the RONA time out initiated notification, making the agent 
unavailable, and redirection of the call show up on BCMS/ CMS reports in a 
number of ways depending on what is being imp a cted by the RONA operation.
BCMS
In BCMS, the agent state change to AUX for non-Auto-Available Splits (AAS) 
a p pears in the ‘‘BCMS Split (AGENT) Status’’ report. In an AAS split, the agent 
logs out and therefore does not ap pear in the Split Status report. When  the  c all  is 
requeued, the System Status report shows only the AVG ANSW SPEED time and 
AVG ABAND TIME time for the requeued call. The  historical Split and System 
reports show both a FLOW O UT (p rimary split) and FLOWIN (redirected sp lit) for 
the call that is requeued  by RONA, while the VDN report shows only a 
FLOW O UT.
Direct agent  calls are recorded as ACD split calls.  However, except the flowout 
is recorded only if the a gent’s coverage path requeues the call to a split.
R3 CMS
On R3 CMS, the agent state change to AUX is shown in the real time ‘‘Split Status 
Report.’’  If AAS splits are involved, the agent state change logs out the agent.  
The redirected split call is shown as a FLOW OUT (primary split) and a FLOW  IN 
(redirected split) in the Split historical reports (Daily Split and Interval Split). The 
requeued call continues to be shown as one call in the real time status reports. 
Direct agent  call redirection is shown in the database items
‘‘DA-OTHERCALLS’’ and ‘‘DA-OTHER TI M E. ’’  The RONA redirection for the direct 
agent call a dds a count to the OTHER - C A LLS  it e m ,  a n d  t h e  t i m e  already spent in  
						

							Redirection On No Answer (RONA)
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queue plus the ringing time is added to the OTHER TI ME  i tem .  Th i s  i s  th e  s a m e 
action taken for any direct agent coverage redirection.
Interactions With Other Ringing Call Timers
There are a number of other features that can time the ringing when an ACD call 
is d elivered to an agent. By design, RONA p ermits the other timers to c ontinue in 
conjunction with RONA don’t answer timing. Whichever timer expires first applies 
to the call. RONA is canceled if any of the other timers expire first, except in the 
case of the coverage timers.  When a coverage timer expires, RONA timing 
continues and is canceled only when the call successfully goes to the coverage 
point. If RONA times out first, the other timer(s) either may continue timing or b e 
stopped and later be reset or not, depending on where the call is redirected and 
also on the typ e and objective of the timer.
The timers that may interact with RONA are listed in the following tables. The first 
table provides the name for each timer and a short description.  The second 
table lists each timer and indicates what happens to the timer if RONA times out 
first.
If RONA notification and redirection is desired, and inasmuch as these timers 
continue while RONA is timing, the number of rings for a RONA timeout must be 
set to a shorter period (rings or equivalent time) than the anticipated timeout  TIMER DESCRIPTION
Split DA Split Call Coverage Don’t Answer (non-vector controlled)
Covering DA Covering Point DA - Subsequent Redirection No Answer
Agent DA Ag ent DA Coverage (direct agent calls)
NATO DID/CO Trk No Answer Timeout
WAST Wait Answer Supervision Timer
TIMER RONA TIMEOUT RESTARTED AFTER REDIRECTION?
Split DA Stopped If requeued or delivered to another agent
Covering DA Stopped Only if redirects to covering point
Agent DA Stopped Only if covers to direct agent with 
c overage
NATO Continues N/A
WAST Stopped When ringing redirected-to destination or 
if RONA redirection fails 
						

							Feature Descriptions
3-1012Issue  3   March 1996 
period of the other timers. A coverage DA timer (including Split DA, Covering DA, 
and Agent DA timers) starts when the call is first placed in queue, and it 
continues timing when the call rings the station. Since RONA applies only when 
the call is ringing the agent, the interval is usually set to two or three rings, while 
the coverage timer should probably be set to 10 or more rings. Since the queue 
time is variable and the call c ould remain in queue until the coverage timer is just 
about to expire (if it has not already expired while in queue), it is d ifficult to 
ensure that RONA will always a p ply. Accordingly, a coverage timeout p eriod that 
is greater than the longest exp ected queue time for the majority of the calls plus 
three or four rings (the time the call could ring the agent) should be established. 
RONA then a p plies to that period when the call rings the agent, and it should be 
set to fewer than three rings.
The situation with the NATO timer is similar to the coverage timer since it starts 
before the call is distributed to and rings the a gent. The difference is that the 
NATO timer starts when the call first seizes the incoming trunk and that the timer 
could be timing even before the call is put in queue during vector processing of 
the call. Therefore, the NATO timer should be set to a p eriod greater than the  
longest expected period of time before the call rings the agent (before and after 
being queued) for the majority of the calls plus three or four rings.
Since the WAST timer starts when the call starts ringing the agent (the same as 
RONA), just setting the RONA timer to a shorter equivalent time interval (fewer 
than 10 rings) than the WAST 50 second time period ensures RONA action.
Miscellaneous Considerations
RONA can time out while the agent is actually at the terminal if the agent does not 
answer soon enough and has p erhaps selected another work mode while the call 
is ringing the a gent (pending mode situation). RONA notification, making the 
agent unavailable, and redirection of the call still takes place.  With 
non-Auto-Available Splits, the agent with a multifunction set knows that the 
position has been ma de unavailable because the AUX-Work lamp will light. The 
agent can then operate the Auto-In or Manual-In button to become available 
again.
Auto-Available Split (AAS) agent ports are logged out.  This requires the a gent 
position to be logged back into the split. AAS should not be used with actual 
agent positions.  Therefore, AAS RONA timeout should be due only to VRU p ort 
malfunctions.
Interactions
The following features interact with RONA:
nAbandon Call Search
If ap plicable to the trunk type used for the incoming call, Abandon Call 
Search is reapplied to a call that is requeued by RONA whenever the call 
is distributed to another a gent. 
						

							Redirection On No Answer (RONA)
Issue  3   March 1996
3-1013
nAgents in Multiple Splits
For non-auto-available splits, whenever a RONA timeout occurs, the agent 
state is changed to AUX work (and the proper state change message is 
sent to CMS) for all splits to which the agent is logged. When the agent 
returns, the a gent is responsible for b ecoming available in each split, as 
desired. For auto-available splits, whenever a RONA timeout occurs, the 
agent is logged out from each of the splits to which the agent is logged. 
The agent must be logg e d back into the AAS splits to which the agent 
extension is assigned.
nAgent Login/Out
No interaction exists with the agent login because an agent cannot 
receive an ACD call when the agent is logged out. An agent can log out 
from a multifunction station set while an ACD call subject to RONA is 
ringing the set. However, if the agent logs out  before a RONA timeout 
occurs on an ACD call that is ringing the agent, RONA timing is canceled, 
and RONA redirection and notification treatment takes effect immediately. 
The notification message (naevent) is sent to R3V2 and later releases 
CMS before the log out state change is sent. The a gent state change to 
AUX-Work is not performed.
nAgent Position
RONA app lies to ACD calls that ring an agent position.
nAgent Work  Modes
RONA app lies to ACD calls that ring an agent available in the Auto-In or 
Manual-In mo des.
nAgent Work  States
For the After Call Work (ACW) state, whenever an agent is using the ACW 
button while an ACD call is ringing the agent set, the change of state 
becomes pending. If the agent has a pending change of state to ACW 
before a RONA timeout occurs on an ACD call that is ringing the agent, 
RONA timing continues. U pon timeout, the call is redirected and 
notification is performe d, and the agent state change to AUX-Work 
overrides the pending ACW state. The final state after the c all is redirected 
or otherwise cleared is ‘‘AUX-Work.’’ The RONA notification message must 
be sent to CMS before the state change message is sent.
For the AUX-Work state, If an agent is using the AUX-Work b utton while an 
ACD call is ringing the agent set, the change to state to AUX-Work 
becomes pending. With non-AAS sp lits, since the RONA time-out 
changes the state to AUX-Work, there is no conflict with the pending 
AUX-Work state change. With AAS splits, an agent-initiated state change 
to AUX-Work is denied per existing operation.
nAnalog Station Sets
RONA app lies to ACD split calls or d irect a gent ACD calls ringing at an 
analog station in an ACD hunt group with manual answering assigned. 
						

							Feature Descriptions
3-1014Issue  3   March 1996 
nASAI 
In cases where RONA is assigned to the associated split, RONA applies 
to vector p rocessed calls that successfully adjunct route to an ACD split or 
to an a gent as a direct agent call.
RONA can also be assigned to ASAI adjunct-monitored sp lits, and it can 
be applied to adjunct-monitored calls. An event report is not sent to the 
ASAI adjunct whenever a RONA timeout puts an agent into the AUX-Work 
state because event reports are not sent to the adjunct for agent work 
state/mode changes for agents in non-adjunct controlled splits. The 
adjunct determines the state of an agent via use of an agent query (which 
is p art of the value query capability group) whenever the a djunct needs to 
know the a gent state (for example, before sending a direct agent call). 
Once the call is requeued back to the split, the ASAI adjunct receives an 
event report for the call queued event if event reporting is active for the 
domain (VDN or non-vector controlled split).
A adjunct-monitored split that is not adjunct-controlled can be assigned 
as an auto-available split. The logout event for an AAS split is sent to the 
adjunct when RONA timeout logs out the agent.
RONA cannot be assigned to an adjunct-controlled split. (This 
combination is blocked via administration). An a djunct-controlled split 
cannot be auto-available. A split for an ASAI-connected VRU does not 
need to be auto-available b e cause the ASAI link messaging allows the 
VRU/adjunct to login/logout and change the work modes/states for the 
agent lines over the link. The adjunct-controlled split option requires that 
all state changes and telephone functions for the agents in this split, 
including the connection of calls to the a gents, are controlled by the 
adjunct over the ASAI link. This o ption is used in applications where the 
agent performs all functions through the host-c onnected data terminal and 
where the DEFINITY system voice terminal is used only for voice 
connectivity. Typically, the terminal in these applications is an analog set 
with auto-answer. With auto-answer analog lines in an adjunct controlled 
split, the set must remain off-hook to stay logg e d in. Although they are not 
blocked, manual answering analog lines are not intended to be used in 
adjunct-c ontrolled splits. Therefore, calls do not ring analog lines in 
adjunct-c ontrolled splits, precluding operation with VRUs.
ASAI CONVERSANT voice services (VRU) applications are configured 
with non-vector controlled splits by using manual answer operation on 
analog lines to the CONVERSANT ports. The ASAI link provides event 
notification for the ACD split, etc., for enhanced services. In addition, the 
link uses request feature capabilities to log in and log out the ports, as 
required. (AAS sp lits are not used for this app lication b e cause the ASAI 
link controls the login or logout). RONA can be applied to these splits to 
detect failure conditions in the same manner as non-ASAI VRU 
applications. No notification of the RONA time-out state change to 
AUX-Work is made to the CONVERSANT.  In ad dition, ASAI 
CONVERSANT d oes not sup p ort a value query, and it cannot query to 
determine the states of its ports. Restoration of the port(s) after the failure  
						

							Redirection On No Answer (RONA)
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3-1015
is corrected is needed to be performed manually via a p propriate 
CONVERSANT management screens  (for example, log out the port and 
then log it back in). Complete failure is automatically restored when the 
CONVERSANT re-initializes.
The next table indicates the ASAI events that the switch sends to the ASAI 
adjunct for various stages of the RONA call. Also included in the table are 
the ASAI associations (assuming they are active) for which the events are 
provided. For  the split to have the Notification association active, the split 
must not b e vector-controlled or adjunct-controlled.
nAttendant Return Call
This is a call that is extend e d by the attendant but for which the return call 
timer is not activated if the call is extended to an ACD split or to a VDN 
and, therefore, does not interact with RONA. A call extended by the 
attendant to the logical agent ID (d irect agent call) and, therefore, does 
not interact with RONA does not qualify as an Attendant Return Call. The 
Attendant Return Call Timer is 
not set if an attendant is extending the call 
to another attendant. STAGE OF CALL ASAI  EVENT ASAI ASSOCIATIONS
A) RONA timeout  Logout (for AAS) Domain (Agent) Control
B) Call redirected to 
sp litCall Redirected Domain (Station) Control (for 
a gent ext call is leaving)
Queued (only if the call 
q ueues)Domain (Station) Control, (for 
new agent & for internal 
originator) Call Control, 
Notification
C) Call Delivered to 
AgentAlerting Domain (Station) Control, (for 
new agent & for internal 
originator) Call Control, 
Notification
D) Call routed to split’s 
coverage pathCall Redirected followed by 
existing operation of ASAI 
EventsDomain (Station) Control (for 
a gent ext call is leaving)
E) Infinite feedback to 
callerCall Redirected Domain (Station) Control (for 
a gent ext call is leaving)
F) Continue Vector 
ProcessingCall Redirected followed by 
existing ASAI EventsDomain (Station) Control (for 
a gent ext call is leaving 
redirecting to vdn)
G) Call routed to Direct 
Agent’s coverage 
pathCall Redirected followed by 
existing operation of ASAI 
EventsDomain (Station) Control (for 
a gent ext call is leaving) 
						

							Feature Descriptions
3-1016Issue  3   March 1996 
nAttendant—Timed Reminders
The Attendant Held Call feature a pplies only to calls that are placed on 
hold by the attendant and, therefore, it does not interact with RONA. The 
Attendant No Answer Timeout feature applies only to calls that ring the 
attendant (via the attendant group).  The feature does not ap ply to hunt 
groups (or direct agent calls) and therefore, it does not interact with 
RONA.
nAudio Information Exchange (AUDIX)
AUDIX controls the log-in/log-out state of the ports, and it has its own 
means to detect port failures. Since AUDIX is unable to detect the change 
of state via the switch, the RONA assignment to AUDIX splits is blocked.
nAUDIX Transfer
RONA applies to a call transferred b y AUDIX to an ACD sp lit. A redirected 
call to AUDIX will not go to split or agent coverage after it is transferred out 
of AUDIX. If RONA times out on this type of transferred call, the call is to 
be g iven ‘‘call-can-not-be-redirected treatment’’  instead of b eing sent to a 
split or to the a gent’s coverage path.
nAuto-Available Splits
AAS with RONA is recommended for VRU ACD (non-ASAI adjunct 
controlled) sp lit applications. AAS can be assigned only to ACD typ e hunt 
groups. RONA logs the agent out from all splits to which the agent is 
logged, and the appropriate messages are sent to CMS. The AAS agent 
must be manually logg e d back into each of the splits. When all lines in a 
vector-controlled AAS sp lit are lo g ged out, the split is considered 
unavailable, and vector processing subsequently skips the step in the 
vector for new calls.
Any remaining calls queued to a split that has been taken out of service 
may be left at this split. On system reinitialization, all busied-out ports are 
automatically logged back in to the AAS sp lits. This is acceptable for 
RONA since the Call Center administrator was notified due to previous 
RONA timeouts. New calls cause a RONA timeout if the adjunct or agent 
still does not answer after the system initializes.
nAutomatic Answering with Zip Tone
If the a gent extension is assigned automatic answering, RONA timing is 
canceled when the call is connected to the agent following the application 
of a zip tone without ringing the station set.
nBCMS 
After a RONA timeout on a non-AAS split, BCMS shows the agent state as 
AUX-Work. A RONA timeout on an AAS split shows the agent as logg e d 
out.
The requeuing/forwarding of the redirected call is indicated in BCMS. If 
the call is not processed by Call Vectoring, the requeuing is record ed as 
one flow out and one flow in to the split. With Call Vectoring, only a flow out