ATT DEFINITY Communications System Generic 3 Instructions Manual

							Voice Response Integration (VRI)
Issue  3   March 1996
3-1205
Voice Response Integration (VRI)
Feature Availability
Voice Response Integration (VRI) is available with G3V2 and later releases.
Description
VRI is designed to enhance the integration of the DEFI NI TY Com munications 
System. VRI is designed to integrate the DEFI NIT Y s y st em  Call  Vectoring with the 
capabilities of voice response units (VRUs), particularly AT&T’s CONVERSANT 
Voice Information System.
VRI can do the following:
nExecute a VRU script while retaining control of the call in DEFI NI TY system 
vector processing.
nExecute a VRU script while the call remains in the split queue and retains 
its p osition in the queue.
nPool CONVERSANT ports for multiple ap plications. (Previously, this  was 
possible only when ASAI was present.)
nUse a VRU as a flexible external announcement device.
nPass data between a DEFINITY switch and a VRU.
nTandem VRU d ata through a DEFINITY switch to an ASAI host.
The c a pabilities in the previous list are provid e d by the converse-on command, 
which is an enhancement to the Basic Call Vectoring customer option. The 
converse-on Call Vectoring step is sp ecifically designed to integrate a VRU with 
the DEFINITY system Automatic Call Distribution (ACD). VRI allows VRU 
capabilities to be used while keeping control of the call in the DEFI NI TY s yst em  
ACD. The inclusion of VRUs with vector processing provides the following 
advantages:
nAccess to local and host databases
nValidation of  caller information
nText to speech capabilities
nSpeech recognition
nIncreased recorded announcement c a pacity
nAudiotex a p plications
nInteractive Voice Response (IVR) a p plications
nTransaction processing applications 
						

							Feature Descriptions
3-1206Issue  3   March 1996 
One of the advanta ges of VRI is that it allows users to make more productive use 
of queuing time. For example, while the call is waiting in queue, the caller can 
listen to product information by using an audiotex application or by comp leting 
an interactive voice response transaction. In some cases, it may even be 
possible to resolve the customer’s questions while the call is in queue.  This can 
help reduce the queuing time for all other callers during peak intervals.
During the execution of a VRU script, if the caller previously queued to an ACD 
split, the caller retains his/her position in queue. If an agent on the DEFI NI TY 
switch becomes available to  service the call, the line to the VRU is immediately 
dropped, and the calling party is connected to the available agent.
If the converse-on command is successful, it delivers the call to a 
pre-determined split (skill), which is referred to as the converse-on split (skill). A 
converse-on split is administered and behaves exactly as any other split in the 
system. The term non-converse-on split is used to refer to traditional ACD s plits 
accessed by means of queue-to main and check-backup vector steps.
The members of the converse-on split are the DEFINITY  p o rt s connected to the 
VRU. If all VRU ports are currently b usy, the call queues to the converse-on split 
at the administered priority.
Once the call is answered by the VRU, the converse-on command may or may 
not p ass  data to the VRU (depending upon the parameters of the command). Up 
to two items of data may b e passed. This d ata may be used to select the VRU 
script to be executed or it may be  information passed to the script.
The following values to be p assed to the VRU may be administered within the 
converse-on split (skill) command:
NOTE:
Up to two items of information can be passed to the VRU.
nAdministered digit string.  This string can contain up to six characters 
consisting of one or more digits (0 through 9) or asterisks (*). The pound 
sign (#) may not be included in a digit string because it is reserved as the 
end-of-string character. However, a single ‘‘#’’ may be a dministered.
n‘‘ani’’: If the call is an internal call or an incoming DCS  call, this data type 
causes the extension of the calling party to be outpulsed. If the call is an 
incoming ISDN PRI call with ANI (BN) provided to the DEFI NI TY s yst em , 
the calling party number/billing number (CPN/BN)  of the calling party is 
outpulsed to the voice information system. If there is no ANI (BN) to send, 
the end-of-string pound sign (#) is the only character outpulsed. Any other 
type of incoming  call results in ‘‘#’’ being outpulsed.
n‘‘vdn’’:  This data type causes the VDN extension to be outp ulsed. In 
cases where multiple VDNs are accessed, normal VDN override rules  
determine which VDN extension is outpulsed. 
						

							Voice Response Integration (VRI)
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n‘‘digits’’:  This data typ e can be used only if Call Promp ting is optioned, 
and it causes the most recent set of digits collected in vector processing 
to be outpulsed. If no digits are available, the end-of-string pound sign (#) 
is the only character outpulsed.
n‘‘qpos’’:  This data typ e causes the value of the queue p osition of a call in 
a nonconverse split to be outpulsed. This value is a variable length data 
item from which between one and three digits can b e outpulsed. If the call 
is not q ueued, the end-of-string pound sign (#) is the only c haracter that is 
outpulsed.
NOTE:
The use of this keyword is not recommended with multiple split 
queuing because any queue position value that is sent may not be 
meaningful. However, if the call is queued to multiple nonconverse 
splits, the value of the caller’s queue position in the first nonconverse 
split is sent.
This data may b e used b y the voice information system to inform callers of 
their position in queue or to decide whether to execute a long or short 
version of a voice response script.
n‘‘#’’:  This is the only character outpulse d. Outpulsing this character 
causes the corresponding 
prompt and collect command in the voice 
response script to be skipped.
n‘‘none’’:  This data type causes no characters to be outpulsed. Also, no 
end-of-string pound character (#) is outpulsed, and no time delays are 
invoked.
n“wait”: This d ata type c an b e used only if the “Vectoring (G3V4 Advanced 
Routing)” customer option is enabled. It causes the expected wait time of 
the call to be outpulsed. If the call is not queued or if it is queued only to 
splits that are unstaffed or splits where all a gents are in AUX work mode, 
the end-of-string character “#” is the only character outpulsed.
Regardless of whether or not data is passed, the caller is then connected to the 
VRU, which in turn executes the VRU script. At this point, any audible feedback 
provided b y the vector is disconnected, and no further vector steps are executed 
until the VRU script is completed.
If the call was queued to a non-converse-on split before the converse-on 
c ommand was executed, the call retains its position in the non-converse-on 
split q ueue. If an agent from the non-converse-on split b e comes available to 
service the call while the VRU script is still being executed, the DEFINITY system 
drops the line to the VRU and connects the caller to the available agent. The VRU 
in turn d etects the d isconnect and terminates the VRU script.
Once the VRU script is completed, the VRU may or may not return data to the 
DEFI NI TY s yst em . Whether or not data is returned, once the VRU drops the line 
to t he DEFI NIT Y syst em,  vector processing is then re-activated on the switch 
starting with the vector step which follows the converse-on step. 
						

							Feature Descriptions
3-1208Issue  3   March 1996 
Digits returned by the VRU are treate d as dialahead digits. Call prompting must 
be optioned to collect and use these digits. The rules for collecting and 
processing VRU-returned digits are identical to those for Call Promp ting .
Digits returned from the VRU can be used in the following way:
nDisplayed on the answering agent’s d isp lay set (automatically for 2-line 
displays (such as a 7407 or Call Master)  using the 
CALLR-INFO button for 
other display sets).
nTreated as an extension in a route-to digits vector step. For example the 
following:
— converse-on split. . . . (VRU returns 4 digits)
— collect 4 digits after announcement none
— route-to digits coverage y
nUsed for vector conditional branching in an if digits equals vector step.  
For exam ple the following:
— converse-on split . . . (VRU returns 1 digit)
— collect 1 digit after announcement none
— goto vector 101 if digits = 1
— goto vector 102 if digits = 2
— goto vector 103 if unconditionally 
nTandemed to an ASAI host.
— VRI also p rovides the inte gration of VRUs with ASAI hosts. Since 
collected digits are also passed to ASAI hosts in ‘’Call Offered to 
Domain Event’ reports and in route request messages, caller 
d i gits or database information returned from the VRU may also be 
tandemed through the DEFI NI TY s yst em  t o A SAI  hosts.
For exam ple:
1. converse-on split ... (VRU returns 9 digits)
2. collect 9 digits after announcement none
3. adjunct route link Y
In this vector,  the digits returned from the VRU are forwarded to the 
ASAI host in the adjunct routing ‘‘route request’’ message.
Refer to 
DEFINITY Communications System Generic 3 Call Vectorin g/Ex pert 
Agent Selection  (EAS)  Guide,
 555-230-520, for additional information. 
						

							Voice Response Integration (VRI)
Issue  3   March 1996
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Security Measures
When a c onverse ste p is used to access a VRU application that returns data for a 
collect digits step, the o pportunity for toll fraud exists when the VRU application 
fails to return any data. To avoid this type of toll fraud be certain that one of the 
following is true:
nIf the collected digits are used to route calls internally, be certain that the 
Class of Restriction (COR) for the Vector Directory Number (VDN) does 
not allow calls to route externally.
nIf it is necessary to use the collected digits to route calls externally, use a 
password to verify that the collected digits have been passed by the VRU 
application. For example, in the following vector the VRU application 
returns a three-digit p assword followed by the eight-digit external number. 
The vector routes calls without the correct password  to a different vector 
and routes calls with the correct password to the collected digits.
Considerations
VRI allows the CONVERSANT to be used as a flexible external announcement 
device.  Although only one caller can be connected to each port within this 
scenario, up to 48 callers can be simultaneously connected to CONVERSANT.  
VRI can be used to pass the announcement number to CONVERSANT, thus 
allowing any announcement to be played on any port.
Interactions
The following features interact with VRI.
NOTE:
If not noted b elow, the converse-on split has the same interaction as other 
vector controlled splits.
nAdjunct Switch Ap plications Interface (ASAI)
Data returned from the VRU can be tandemed through the DEFI NIT Y 
system to the ASAI host with VRI.  This provides better integration of VRUs 
and ASAI hosts.
If a converse-on step places a call to an ASAI-monitored domain, ASAI 
event messages are sent over the ASAI link.
converse-on split 10 pri m passing none and none
collect 3 digits after announcement none
goto vector 23 if digits  234
collect 8 digits after announcement none
route-to digits with coverage n 
						

							Feature Descriptions
3-1210Issue  3   March 1996 
When an ASAI-monitored call is placed b y a converse-on vector step, the 
ALERTing message sent to the ASAI host includes a Cause IE, Coding 
Standard 3 value 23 (CS3/23). As a result, the ASAI host is informed that 
the call has not been de-queued from any non-converse-on splits.
If a converse-on step is executed while an adjunct routing request is 
outstanding, the route request is canceled.
Any attempt by ASAI to transfer or conference the call is denied.
nAnswer Supervision
Answer supervision is returned only once d uring the life of a c all. If a call is 
answered as a result of a converse-on step, answer supervision is sent if 
it hasn’t previously been sent. If digits are passed to the VRU, answer 
supervision is not sent until after the d igits are outp ulsed.
nAudio Information Exchange (AUDIX)
If a converse-on step calls AUDIX, the call is treated as a direct call to 
AUDIX. The caller hears the ‘‘welcome to AUDIX’’ message and may 
retrieve his or her messages in the usual manner.
If a call is forwarded to a VDN and then  d elivered to an AUDIX hunt group 
by a converse-on ste p, the call to AUDIX is treated as a redirected call, 
and the caller may leave a message for the principal.
nAutomatic Answering with Zip Tone
When administering conversant ports as agents of a converse-on split, 
agents should not be administered as automatic answer. If auto-answer is 
administered, the DEFINITY  system provided zip tone may interfere with 
the interaction between CONVE RSA NT and the calling party.
nAuto-Available Splits
A converse-on vector step may place a call to an auto-available sp lit. 
Except in cases where the converse-on split is ASAI-controlled, 
auto-available converse-on splits are recommended for VRI.
nBasic Call Management System (BCMS)
BCMS tracks calls placed by a converse-on step to a BCMS-measured 
hunt group. The VDN tracks this call as waiting in the vector. A call is 
considered ‘‘answered’’ when it is answered by a non-converse-on split 
but never when it is answered by a converse-on split. The converse-on 
split tracks this as a separate ‘‘answered’’ call when the VRU answers. 
Trunk totals may no longer match sp lit totals, however, VDN totals and 
trunk totals match.
nCall Detail Recording (CDR)
For incoming calls to a VDN, the duration of the call is recorded from the 
time answer supervision is returned. Answer supervision is returned for a 
successful converse-on ste p. No ineffective call attempt records are 
generated for converse-on steps that fail. Also, no outgoing calls can be 
placed by a converse-on step. 
						

							Voice Response Integration (VRI)
Issue  3   March 1996
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nCall Management System (CMS)
CMS tracks calls placed by a converse-on step to a CMS-measured hunt 
group, split or skill. Converse-on vector steps may be administered from 
CMS R3V2 and later releases.
The VDN trac k s this call as waiting in the vector. A call is considered 
‘‘answered’’ when it is answered by a non-converse-on split but never 
when it is answered by a converse-on split. The converse-on split 
tracks this as a separate ‘‘answered’’ call when the VRU answers. Trunk 
totals may no longer match split totals, however, VDN totals and trunk 
totals match.
nCall Park
Calls placed by a converse-on step may not be parked.
nCall Pickup
Calls placed by a converse-on step ringing at an agent station may be 
p i cked u p if that a gent is p art of a p ic kup group. Subsequent transfers are 
denied.
nCall Promp ting
The Call Prom pting customer option must also b e enabled to gain full VRI 
functionality. Without Call Prompting, any data returned by CONVERSANT 
cannot be collected and processed by the switch.
If the converse-on step places a call to a split of live agents, any digits 
collected previously may be displayed by agents using the callr-info 
button.
nCall Vectoring — Basic
The converse-on vector step is an enhancement to the Basic Call 
Vectoring customer option. This o ption must be enabled in order to invoke 
the VRI feature.
nClass of Restriction (COR)
As is the case for the queue-to main split  and check-backup split 
vector steps, no COR checking is carried out when a converse-on vector 
step places a call to a split.
nConference
Any attempt to conference a  call placed by a converse-on step is 
denied.
nDirect Department Calling (DDC)
A converse-on split may be administered as a direct department calling 
split. 
						

							Feature Descriptions
3-1212Issue  3   March 1996 
nDistributed Communications System (DCS)
If an incoming DCS call is placed to a vector with a converse-on split 
x 
pri m passing ani... ste p, the DCS extension of the calling party is 
outpulsed.
nExpert Agent Selection (EAS)
The converse-on vector step may place a call to a skill hunt group.
nFeature A c cess Codes
Dialing the c onverse data feature access code at any time other than 
during a c onverse-on session produces an intercept tone.
nFour Priority Levels
A call placed by a converse-on step may be queued at one of four priority 
levels: low, medium, high or top.
nHold
Although not recommended, a converse-on step may place a call to a 
split of live agents. An agent answering a converse c all may put the c all on 
hold. Music on hold, if administered, is suppressed.
If an agent from a non-converse-on sp lit services the call while the caller is 
placed on hold, the agent who placed the caller on hold is dropped from 
the c all, and the caller is c onnected to the agent from the non-converse-on 
split.
nHold — Automatic
Automatic hold applies to converse-on calls.
nHunt Groups
The converse-on vector step may deliver a call to a vector-controlled hunt 
group, ACD split, Agent Skill, Message Center or AUDIX hunt group.
nIntegrated Services  Digital  Network (ISDN)
The converse-on step may b e a dministered to outpulse to CONVERSANT 
the CPN/BN (calling party number/billing number) of the calling party via 
use of the ‘‘caller’’ keyword .
nIntra-switch CDR
If a converse-on call is answered successfully, and if either the calling 
party or the VDN relevant to the call is administered for intra-switch 
recording, the timing for the call is started. If either the calling party or 
VDN is so administered, the CDR record shows ‘‘calling party to VDN’’ as 
the originating and answering parties.
nLine Side T1 Connectivity
T1 connectivity between DEFI NI TY a n d  CO NVE RS A NT i s supported for 
the VRI feature. The DS1 board  must be a TN767E (or later) or TN464F (or 
later). On the switch side, all the converse agents should be administered 
as DS1FD type stations. The feature operation of the converse step using  
						

							Voice Response Integration (VRI)
Issue  3   March 1996
3-1213
Line Side T1 is identical to that over a Tip/Ring line. In particular, the d elay 
timing and outpulsing speed is the same as for analog lines. Currently, T1 
connectivity to CONVERSANT is only sup porte d in the United States and 
Canada.
nLive Agents
Although not recommended, the switch does not prevent a converse-on 
step from delivering a call to a group of live agents. To the agent, the call 
looks like any other ACD call. However, certain features, such as call 
transfer, conference, and supervisor assist are d enied.
The answering agent  can display any digits collected prior to executing 
the converse-on step by using the ‘‘callr-info’’ button. Collected digits are 
displayed automatically on the second line if the answering agent has a 
two-line display set such as a 7407 or a Call Master station.
It is p ossible for the agent to return data to vector processing by using the 
transfer feature and by dialing the converse-on data return code followed 
by the digits themselves.
nLook-Ahead Interflow
If a call on the receiving switch is answered by a VRU, or a call placed by 
a converse-on vector step is answered by a VRU, or is queued to the 
converse-on split while a Look-Ahead Interflow call attempt is 
outstanding, the Look-Ahead Interflow call attemp t is accepted.
A converse-on step that fails is neutral (neither accepted or rejected).
nMessage Center
The converse-on vector step may deliver calls to message hunt groups. 
Such calls are treated as direct calls to the  message.
If a call is forwarded to a VDN and then delivered to a messa ge sp lit by a 
converse-on step, the call is treate d as a redirected call.
A call can be queued to three different skills and then to a converse-on 
skill group as a result of a converse-on step.
A call can be queued to three different splits and then to a converse-on 
split as a result of a converse-on ste p.
nMusic-on-Hold
During the data return p hase of a converse-on ste p, the caller is 
temp orarily placed on hold. Music on hold, if administered, is suppressed.
nNon-Vector Controlled Splits
A converse-on step may not place a call to a non-vector-controlled split. 
						

							Feature Descriptions
3-1214Issue  3   March 1996 
nPriority Queuin g
The queue priority of a call  placed by a converse-on step is 
administrable on the vector step.
nQueue Status
All queue status disp lay, queue status indication and queue warning wall 
lamp feature c a pabilities also ap ply to converse-on splits.
nQueuing
Converse-on c alls queue when they are delivered to busy hunt groups. 
Call Vectoring audible feedback is not disconnected while a c onverse-on 
call is in queue.
If a converse-on step is executed while a call is q ueued to a 
non-converse-on split, the call remains in queue for the 
non-converse-on split.
The queue priority of the call  is administrable on the vector step.
nRecorded Announcement
VRI may be used to increase the system’s record ed announcement 
capacity by offloading some recorded announcements to the VRU. Callers 
can be redirected by the converse-on step to a group of VRU ports via 
passing the number of the announcement to be played. Only one call at a 
time is connected to a VRU port.
nRedirection on No Answer (RONA)
If a converse-on step places a call to a hunt group with a ‘‘no answer 
timeout’’ administered, and if the call rings at an agent terminal/port  for 
longer than the administered timeout, the call is redirected, and the 
agent/port is p ut into the AUX work state (or logg e d out if the agent is a 
member of an auto-available sp lit).
Thereafter, under RONA, the call is requeued to the split unless there is no 
room in the queue or unless this is an auto-available split whose agents 
are all logg e d out. If the call cannot be requeued, the converse-on step 
fails, a vector event is logg ed, and vector processing is restarted at the 
next vector step.
nService Observing
Calls placed by a converse-on step may be service observed. To prevent 
the observer from hearing tones that are b eing outpulsed to the VRU, the 
observer is not connected to the call until the d ata passing phase is 
complete. If data is returned by the VRU, the o bserver is put in service 
observing pending mode, and the calling party is temporarily put on hold 
while the VRU d i gits are outpulsed. Upon completion of the converse-on 
session, and once the VRU hangs up the line, the observer remains in 
service observing pending mode.