ATT DEFINITY Communications System Generic 3 Instructions Manual

							Call Promp ting
Issue  3   March 1996
3-417
nCollect Digits
nGoto ste p
nGoto vector
nMessaging Split
nRoute-to Digits
nRoute-to Number
nSt o p
nWait-time
See the
 DEFI NIT Y Com munications System Generic 3 Call Vectoring/Exp ert 
Agent Selection (EAS) Guide,
 555-230-520, for a complete description of each of 
these commands. The following paragraphs describe how the following vector 
commands are used with the Call Promp ting feature:
nCollect Digits
nGoto Ste p
nGoto Vector
nRoute-to Digits
nRoute-to Number... if digits
nSt o p
Collect  digits after announcement 
In this command,  is an administered number of digits from one 
through 16, and 
 is an administered announcement extension or 
none (digits are collected without a prompt).
With this command, the switch can collect up to 24 touch-tone d i gits from the 
calling party.  Up to 16 of these digits can be used immediately, while any 
remaining digits are stored as dial-ahead digits (exp lained later). An optional 
announcement (promp t) may be used to request the calling party to enter these 
d i gits.  In a ddition, the announcement can instruct the user to enter an asterisk (
*) 
if incorrect data is entered.  When the calling party enters an asterisk (
*), the 
digits collected for the current collect command are delete d, d i git collection is 
restarted, and the announcement is not replayed.
When programming this command, the maximum numb er of digits requested of 
the calling party must be specified in the administration of the command. If the 
calling party can enter less d i gits than the maximum specified, the 
announcement should instruct the calling party to terminate the entry with a 
pound (
#) sign digit as an end-of-dialing indicator.  If less digits than the 
maximum specified are entered and the calling party does not complete the 
entry with a pound (
#) sign, an inter-digit timeout occurs.  The timeout terminates 
the command and any digits collected prior to the timeout are available for 
subsequent vector processing. 
						

							Feature Descriptions
3-418Issue  3   March 1996 
When d i git collection for the current collect command comp letes, vector 
processing continues at the next vector command. However, the switch 
continues to collect any subsequently dialed digits.  These ‘‘dialed-ahead’’ d igits 
are to be saved for use by subsequent collect commands and provide the 
calling party with a means to bypass subsequent unwanted announcement 
prompts. For example, a frequent caller to a service may not want to listen to all 
of the announcements in full. When the dial-ahead digits are provided by ASAI, 
the collect command collects these first.
The sum of the d i gits collected for the current collect command plus the 
dial-ahead digits must not exceed the switch storage limit. Any additional digits 
dialed are discard ed until storage is freed up by a subsequent collect 
command. These additional d i gits are only available for use by subsequent 
collect commands and are never used by other vector commands that operate 
on digits (such as route-to digits, goto...if digits,  and so on). In addition, these 
d i gits are not displayed as part of the ‘Caller Information’ button o peration.
This command functions as follows:
1. A DTMF receiver (TTR) is required for the collection of digits (unless the 
digits are available from ASAI). A TTR may already be connected to the 
call (due to the p rocessing of a previous collect command). If answer 
supervision has not been previously returned to the calling  party as a 
result of a previous vector step, then answer supervision is returned at this 
point. Also, if a TTR is required for the collection of digits, the call (with 
inter-digit timing disabled) is connected to a TTR. Incoming rotary trunks 
and internal hybrid and rotary station sets, for example, d o not require 
connection of a TTR. Note that external users with rotary sets cannot use 
the Call Promptin g feature.
nIf a TTR is not available and the TTR queue is not full, the call is 
queued for the next available TTR. Processing of this command 
does not continue until a TTR becomes available and is connected. 
Answer supervision is not returned at this time. The caller typically 
hears whatever feedback has previously been provided by the 
vector. Therefore, it is a good idea to begin each prompting vector 
with a wait hearing ringback step.
nIf a TTR is not available and the TTR queue is full, then vector 
processing continues at the next vector command (the collect 
command is unsuccessful).
2. If dial-ahead d igits are available, the system reacts as follows:
nThe connection of the announcement prompt (if administered) is 
skip ped.
nIf no TTR is connected, no action is taken to connect one.
nIf a TTR is connected, the inter-digit timer is started.
nThe dial-ahead digits are analyzed up to the maximum numb er 
specified for this collect c ommand or up to the first pound (
#) digit.  
If an asterisk (
*) is found, the d i gits u p to and including the * are  
						

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Issue  3   March 1996
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deleted and any a d ditional digits are a gain analyzed.  Any 
remaining dial-ahead digits are to be saved for use by a 
subsequent collect command.
3. Once a TTR has been connected to a call, and a valid announcement 
extension has been administered for the collect command, the system 
reacts as follows:
nIf the announcement to be connected is busy (there are no 
available announcement ports) and the queue for the 
announcement is full or there is no queue, the calling party 
continues to hear the current feedback. The system then waits five 
seconds and tries again to connect the call to the announcement.  
This process continues until the call is successfully queued or 
connected to the announcement, or the calling party disc onnects 
from the call.
nIf the announcement to be connected is busy (there are no 
available announcement ports) and the queue for the 
announcement is not full, the call is queued for the announcement.
nIf an announcement port is available (either initially or after system 
retry), or if the queued request for the announcement has been 
fulfilled, any previous calling party feedback is removed from the 
call, and the calling party is connected to the announcement.
4. If no announcement extension is a dministered for the collect command or 
if the announcement extension is not administered  or recorded within the 
system; the calling party receives silence (the system attempts to collect 
d i gits without the p rom pt), and the inter-digit timer is started and answer 
supervision is returned.
5. If an announcement was connected in one of the previous steps, the 
system reacts as follows:
nIf the calling  party enters a touch-tone digit prior to the completion 
of the announcement, the call is disc onnected from the 
announcement, the inter-digit timer starts, and the collected digit is 
analyzed.
nIf the announcement completes before the calling party enters a 
touch-tone digit, the system starts the inter-digit timer.
6. At this p oint the system is doing digit collection and analysis.  In a ddition 
the inter-digit timer is activated. The system continues digit collection for 
this command until one of the following occurs:
nThe maximum number of digits sp ecified has been collected
nA pound (#) digit is collected (signifying end of dialing)
nThe inter-digit timer expires.
The system then analyzes the collected digits and reacts as follows: 
						

							Feature Descriptions
3-420Issue  3   March 1996 
nIf the digit is an * (signifying an error was ma de while entering 
digits), the system d eletes all digits c ollected for the current collect 
command and restarts the inter-digit timer. The announcement is 
not replayed.
nIf the calling  party has entered the maximum number of digits 
specified, if the digit is a p ound (
#), or if the inter-digit timer expires, 
then the inter-digit timer is disabled, and vector processing 
continues at the next vector command (the collect command is 
successful). However, the switch continues to collect any 
subsequent dialed digits (including 
# and * d igits) to allow for the 
dial-ahead capability. These a dditional ‘‘dialed ahead’’ digits are 
saved for use by subsequent collect commands.
nWhen the TTR is disconnected due to a route-to number, route-to 
digits, or an adjunct routing step, all dial-ahead digits are 
discarded. This means that, following a failed route-to or adjunct 
routing step, a subsequent collect
 digits step always requires the 
caller to enter digits (unless digits are provided by ASAI when 
routing the call).
Dial-ahead digits are available for use only by subsequent collect 
digits c ommands. The d igits are never used by other vector 
commands that operate on digits (for example, route-to digits, 
goto...if digits, etc). In addition, these digits are not displayed as 
part of the CALLR-INFO b utton o peration until they are collected via 
a collect digits command.
nThe TTR required by the touch-tone phone user to collect digits is 
disconnected. This occurs under the following conditions:
— Successful or unsuccessful route-to number step is 
encountered during vector processing exc ept where the 
route-to 
num ber is a VDN extension.
— Successful or unsuccessful route-to digits step is 
encountered during vector processing exc ept where the 
route-to 
num ber is a VDN extension.
— Successful or unsuccessful adjunct routing step is 
encountered during vector processing.
— Successful or unsuccessful converse-on step is 
encountered during vector processing.
— Timeout occurs, during which time the caller does not dial 
any digits, asterisks (
*) or pound signs (#).
Goto step  if digits   or if unconditionally
In this command,  is an assigned step number.  Digits (in the if digits 
 p art of the command) refers to the digits entered by the calling 
party (via the last collect digits command), and 
 is a digit string from 
one through 16 digits in length. 
						

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The if digits   part of this command is optional.  The 
unconditional form of the command causes vector processing to continue at the 
specified step (command).  With the if digits 
  part, this 
command causes vector processing to continue at the specified step 
(command) if the digits entered by the calling party for the last collect digits 
command meet the conditions d esc ribed by the comparator in reference to the 
d i gits a dministered in the digit string of this c ommand.  This command is used for 
both skipping vector commands and looping through vector commands.
If the digits entered by the calling party for the last collect digits command do 
not meet the conditions described by the comparator in reference to the digits in 
the administered digit string, then vector processing continues at the next vector 
step.
Goto vector  if digits   or if 
unconditionally
In this command,  is an assigned vector number. Digits (in the if 
digits
  part of the command) refers to the digits entered by the 
calling party (via the last 
collect digits command), and  is a digit string 
from 1 through 16 digits in length. This command allows for the chaining of 
vectors in such a way that queuing or feedback treatment applied in the initial 
vector continues as vector p rocessing proceeds in the subsequent vector.
The if digits 
  part of this command is optional.  The  
unconditional form of the command causes vector processing to continue at the 
specified vector. With  the if digits 
  part, this command 
causes vector processing to continue at the s pecified vector, if the d igits entered 
by the calling party for the last collect digits command meet the conditions 
described by the comparator in reference the digits administered in the digit 
string  of this command.
If the digits entered by the calling party for the last collect digits command do 
not meet the conditions described by the comparator in reference to the digits in 
the administered digit string, then vector processing continues at the next vector 
step.
Route-to number  with cov 
if digit  
In this command,  is the numb er to route to if the digit comparison succeeds, 
with cov
  refers to whether coverage should apply when routing,  
(in the if digit  part of the command) refers to the digit entered by 
the calling party (via the last collect digits command), and 
 is a  single 
administered digit from 0 through 9 or #.
This command is simp ly a conditional route-to number
 c ommand. It allows a 
call to be conditionally routed to a specified  destination based on a single digit 
entered by the calling party.  In other words, if the digit entered by the calling 
party in the last collect digits command is the same as the  administered digit,  
						

							Feature Descriptions
3-422Issue  3   March 1996 
then the command attempts to route the c all to the specified destination.  If more 
than one digit was collected when this command is encountered, it fails and 
vector processing continues at the next command.   Everything that applies to 
the route-to number c ommand also applies to this command.
This command  can only be used for routing based on single-digit  comparisons. 
If a customer application requires comp arisons based on more digits, then the 
appropriate combination of a goto and route-to number command must be 
used. If coverage applies and the digits are a system extension, vector 
processing terminates as soon as this command is encountered.
Route-to digits with coverage 
In this command, with coverage  refers to whether coverage should apply 
when routing, and digits refers to the digits entered by the calling party (via the 
last collect digits command).  These digits represent a destination which may  
be any of the following:
nAn internal extension (such as a split/hunt group, voice terminal, 
announcement, and so on)
nA VDN extension
nAn attendant
nA remote extension
nAn external number such as a TAC or AAR/ARS FAC followed by a p u blic 
or private network number (however, routing to just such a TAC or to the 
AAR/ARS Partitioning  feature access to return dial tone is never allowed )
This c ommand allows a call to b e routed to the d estination specified by the digits 
entered by the calling party as a result of the last collect digits command.  This 
command can be used to implement an automated attendant function.  The 
optional coverage p arameter determines whether coverage should apply when 
routing. If coverage a p plies and the digits are a system extension, vector 
processing terminates as soon as this command is encountered.
Stop
This command is used to stop processing of any subsequent vector commands 
in the vector. In ad dition, if a TTR is allocated to the call when the stop command 
is encountered, the TTR is disconnected since there is no purpose in allowing 
digits to be entered when subsequent commands (such as collect digits) are no 
longer processed. The calling party continues to hear the current feedback that 
was on the call when the stop was encountered.  In addition, the stop command 
does not affect the queued status of a call (for example, if the call was in a split’s 
queue when the stop was encountered, it remains in the split’s queue after the 
stop has been processed). An implicit stop command is processed, if necessary, 
following the  last a dministered command in a vector. If a stop command or an 
implicit stop command is executed when the call is not queued, the call is 
dropped. 
						

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Issue  3   March 1996
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Vector Processing and Calling Party Feedback
Vector processing starts when a call routes to a VDN.  The called VDN then 
passes control of the call to its assigned vector. Processing b e gins at Step 1 in 
the vector and proceeds sequentially through  the vector unless a goto 
command is encountered. Unadministered steps are skipp ed and an implicit 
stop command is processed after the last administered command within a 
vector.
Calling party feedback is provided by the vector. However, incoming CO, FX, 
and WATS calls hear CO ringback until answer supervision is supplied (at which 
point vector feedback is applied). The initial calling party feed b ack for non-CO/ 
FX/WATS (DID typ e) calls is silence.  This silence continues until the vector 
processes a command which alters this feedback. Some commands that change 
feed back are announcement commands, which apply a recorded 
announcement, wait-time, and messaging and route-to commands which 
apply ringback. More details on calling party feedback for vectoring are found in 
the 
DEFINITY Communications System Generic 3 Call Vectoring/Expert Agent 
Selection (EAS) Guide,
 555-230-520.
Agent Set Caller Display Information
The customer may choose to include the CALLR-INFO button at agents’ d isp lay 
stations to help process calls that are serviced by the Call Prompting feature. 
However, in G3V2 and later releases, if the agent has a two-line d isplay set, such 
as a 7407 or Callmaster, the collected digits are automatically displayed on the 
second line. These  digits remain on this line until they are overwritten, even after 
the c all is released by the agent. For other display sets, the agent must press the 
CALLR-INFO button to display the collected digits.
The CALLR-INFO button d isplays information in the following format: 
‘‘x=Info:1234567890’’ where x is a call appearance letter (a, b , c,  and so on) and 
1234567890 are the digits collected for the last collect digits command.  Any 
d i gits that were ‘’dialed ahead,’’ and not asked for explicitly by the most recently 
executed collect digits command, are not displayed as a result of a 
CALLR-INFO button d epression.
When digits have b een collected via the Call Prompting feature, and an attendant 
or display-equipped voice terminal user presses the CALLR-INFO button, the 
display is update d with the information described in the previous paragraph.  
This information remains displayed for 10 seconds, unless an incoming call is 
received, or the active call changes status (for example, another p arty is add e d 
to a conference). In this case, the display changes to show the new call 
identification information.
If the answering agent needs to display the collected digits  again, the 
CALLR-INFO button can be depressed again to repeat the above  operation as 
long as the agent is active on the call, the call is still alerting (for 
display-equipped voice terminals except CALLMASTER), or if the agent attempts 
to transfer or conference the call. If the call is on hold, or if the agent attempts to  
						

							Feature Descriptions
3-424Issue  3   March 1996 
conference the call, the CALLR-INFO button cannot b e used to display 
information for an alerting call until the call is answered.
The CALLR-INFO button works when a call is alerting a voice terminal or 
attendant console and after a voice terminal user or attendant has answered a 
call. If no digits were collected, the attempt is denied.
Call Prompting Applications
Automated Attendant
The Automated Attendant application allows customers, particularly those who 
do not have DID trunks, to route incoming calls to a desired location without the  
use of an attendant.  This allows the customer to reduce costs by reducing the 
need to employ live attendants. A sample promp ting vector that imp lements the 
Automated Attendant application is shown in Screen 3-27.
In the following sample vector, the calling party is prompted to enter the 
destination extension (up to five d i gits) of the party he/she would like to reach. 
For examp le, the announcement at extension 300 might say, ‘‘Enter the five-d i git 
extension of the p arty you wish to reach.’’ The illustrate d vector collects the digits 
and then routes to the destination. If the route-to digits command fails (for 
example, the calling party is an outside rotary user, the calling party does not 
enter any digits, etc.), the route-to number command executes and routes the 
call to the attendant (default). On the other hand, as long as the destination is a 
valid system extension, the route-to digits with coverage y succeeds, c overage 
a p plies, and vector processing terminates.  (Even if the destination is busy, 
vector processing terminates since call coverage processing takes effect.) If an 
invalid extension number is entered, Step 3 fails and Step 4 is executed.
Screen 3-27. Call Vector/Automated Attendant Application
Data In/Voice Answer (DIVA)
The Data In/Voice Answer (DIVA) a pplication allows a calling party to  receive 
information on a topic selected at a prompt.  In addition, DIVA  provides a means 
to p artition different groups of users so that their calls may be handled more 
efficiently. A sample prompting vector that imp lements the DIVA application is 
shown in Screen 3-28.
In the following examp le, the calling party is promp ted, by 
announcement 
extension 310
, to enter a 1 or 2 to receive information on two different su bjects. 
Then one of the following occurs:
  1. collect 5 digits after announcement 300
2. route-to digits with coverage y
3. route-to number 0 with cov n if unconditionally
4. stop 
						

							Call Promp ting
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nIf the c alling p arty fails to enter a 1 or 2, an announcement (extension 320) 
is connected (with an exp lanation of options) and the calling party is 
routed to the attendant.
nIf a 2 is entered, the calling party receives the chosen information 
(announcement ext. 313) and vector processing terminates.  
nIf a 1 is entered, the calling party is again prompted by announcement 
extension 315 to enter a 
1 or 2 to further identify the type of information 
that is being requested.  At this prompt, if either a 
1 or 2 is entered, the 
calling party receives an announcement on the chosen topic. If anything 
else is entered, the calling p arty is routed to an agent to receive  additional 
information or assistance. (Extension 50000 is a split extension.)
In a ddition, the calling party may utilize the Dial-Ahead capability and 
enter the digit string 
1 1 or 1 2 at the initial  prompt.  This allows the calling 
party to bypass the secondary prompt and get to the information  he or 
she desires more q uickly.
Screen 3-28. Prompting Vector/DIVA Application
Data Collection
The Data Collection application provides the system with a method to collect 
d i gits from a calling party which can be used by an adjunct to assist in the 
handling of the call.  For exam ple, the calling party could b e prompted to enter 
an account number which could be used by an adjunct to retrieve calling party 
account information. This information could then be displayed on a data terminal 
screen to be used by an agent.  This capability can be fully automated using an 
integrated adjunct via the CallVisor ASAI, Inbound Call Management (ICM) 
feature. Alternatively, the Caller Information CALLR-INFO button is available, 
which allows the prompted information to b e displayed on the answering party’s 
voice terminal.  The answering party can then use this information to manually 
retrieve calling party account information via an external adjunct or host 
computer. A samp le prompting vector that implements the Data Collection 
application is shown in Screen 3-29.
  1. collect 1 digits after announcement 310
2. goto step 6 if digits = 1
3. goto step 15 if digits = 2
4. announcement 320
5. route-to number 0 with cov y if unconditionally
6. collect 1 digits after announcement 315
7. goto step 11 if digits = 1
8. goto step 13 if digits = 2
9. route-to number 50000 with cov y if unconditionally
10. stop
11. announcement 311
12. stop
13. announcement 312
14. stop
15. announcement 313  
						

							Feature Descriptions
3-426Issue  3   March 1996 
In the following examp le, the calling party is promp ted to enter a 10-digit  
account number representing his or her customer account.  The vector then 
routes the call to a split to be answered by an agent.  Using the CALLR-INFO 
button, the answering agent can display this account number and use it to 
retrieve calling party account information from the customer’s host computer.
Screen 3-29. Prompting Vector/Data Collection Application
Message Collection
The Mess a ge Collection application g ives the calling party the option of not 
waiting to be serviced by an agent, but instead leaving a message for the agent 
or the agent’s associated split. For exam ple, a customer with both the Call 
Promp ting an d Call Vectoring features enabled can let a calling party waiting in a 
split queue be given a choice (via a prompt) of remaining in queue or leaving a 
message for that split (or agent).
Message collection allows a calling party who d oes not have time to wait to b e 
serviced to leave a message (name, phone number, reason for calling, and so 
on) so that an available agent may return the call at a later time. If the customer 
prompt requested that certain information be left in the message, a return call 
may not even be necessary. A sample prompting vector that imp lements the 
Message Collection application is shown in Screen 3-30.
In the following examp le, the calling party is promp ted to enter a 
1 to leave a 
message, or enter a 
2 to speak with an agent for more information about the 
company. If anything other than a 
1 or 2 is entered, an announcement is 
connected (‘‘You have not selected a valid o ption’’ or ‘‘Operator will be with you 
momentarily to handle your c all.’’) The caller is then sent to the attendant via Step 
5.
If a 
1 is entered, the calling party is connected to AUDIX so that he or she may 
leave the pertinent information and be placed on the company mailing list. If the 
switch cannot connect to AUDIX (for example, if the AUDIX link is down), an 
announcement is played informing the caller to try and call back later. If a 
2 is 
entered, the call is routed to a split to b e answered by an agent to receive 
a d ditional information about the company.
  1. collect 10 digits after announcement 300
2. queue-to main split 3 pri m
3. stop