ATT DEFINITY Communications System Generic 3 Instructions Manual

							Call Promp ting
Issue  3   March 1996
3-427
Screen 3-30. Prompting Vector/Message Collection Application
Considerations
With the Call Prompting feature, a c aller is prompted to enter information from his 
or her DTMF phone. The system then uses this information to route the call (if 
necessary) to the right p erson or group of persons.  The call may also be routed 
to an announcement, if desired.  In ad dition, a caller may be asked to enter an 
account number or some other type of number to be used in handling the call. 
Since the system retrieves all of this type of information, and processes the call 
accordingly, time is not wasted trying to determine the type of call and to whom it 
is supposed to go. Also, agents sp end less time gathering information and can 
handle more calls.
The route-to number 
 if digit command can only be used to conditionally 
route a call based on a single digit comparison.
Vector processing executes a maximum of 1,000 vector commands for a given 
call. After executing the 1,000th command, an implied stop command is 
executed. There are TTR considerations. The  default timer results  in TTR always 
being  dropped if no  digits are d ialed in a specified p eriod. With G3V3 and earlier 
releases this specified period is ten seconds. With G3V4 and later releases the 
time is administrable. Quantities of TTRs on the TN744 have to be a p propriately 
sized for each application.
Interactions
The following features and functions interact specifically with the Call Prompting 
feature. Interactions with the Call Vectoring feature are found in the Call 
Vectoring feature description.
nAnswer Detection
Call promp ting competes with call classifier for ports on the TN744.
  1. collect 1 digits after announcement 300
2. goto step 6 if digits = 1
3. goto step 9 if digits = 2
4. announcement 301
5. route-to number 0 with cov n if unconditionally
6. messaging split 20 for extension 50000
7. announcement 302
8. stop
9. queue-to main split 3 pri m
10. stop 
						

							Feature Descriptions
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nAnswer Supervision
Answer supervision is only returned once during the life of a call.  With 
respect to prompting  commands, answer supervision is returned in 
response to a collect digits or an announcement command. In addition, 
if a c all is answered and answer supervision hasn’t previously been sent, it 
is then sent.
nAUDIX 
If a route-to command in a vector calls AUDIX, the call is treated as a 
direct call to AUDIX and the calling party may retrieve his or her 
messages.
nAuthorization Codes
Authorization codes are disabled with resp ect to routing via VDNs.  In 
other words, if authorization codes are enabled, a route-to command in a  
prompting vector accesses AAR or ARS and the VDN’s FRL does not have 
the permission to utilize the chosen routing preference, then no 
authorization code is prompted for and the route-to command fails.
nAAR/ARS
Any route-to command in a vector can dial an AAR/ARS FAC followed by 
other digits. A route-to command cannot just specify the AAR/ARS FAC 
and return feature dial tone.
nAAR/ARS Partitioning
When a route-to command in a vector dials an AAR or ARS FAC, the COR 
associated with the VDN is used to determine the AAR/ARS PGN. The 
PGN then determines the appropriate routing ta bles to use for the call.
nAutomatic Incoming Call Identification
When a call terminates to a disp lay station via a route to number with 
coverage n or route to digits with coverage n command, the station 
displays the following information: “Originator Name (trunk or station 
name) to VDN name.”
nAutomatic Call Back
It is recommended that no A
UTOMATIC CALL BACK (ACB) buttons be 
assigned to stations involved in third  party calls (including domain 
control).
nBrid ging
If a principal extension with brid ged a p pearances receives a call via a 
route-to command, that extension’s brid ged a p pearances are be 
updated to reflect the state of the call on the principal extension’s call 
appearance. 
						

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nCallVisor ASAI
Call promp ting competes with CallVisor ASAI switch-classified calls for 
ports on the TN744 or TN2182. ASAI-provided digits can be collected by 
the Call Vectoring feature via the collect vector step as dial-ahead digits.
nCall Coverage
In G3v2 and later releases, a VDN may b e administered as the last p oint in 
a coverage path.
When a route-to digits with coverage y or route-to number with 
coverage y command terminates to a system extension (not a VDN), then 
vector processing terminates and normal routing, termination and 
coverage apply to this call. 
nCall Forwarding All Calls
A route-to command in a vector cannot dial the Call Forwarding All Calls 
FA C .
If a route-to command in a vector calls a system extension (split/hunt 
group, voice terminal extension, and so on) that has Call Forwarding All 
Calls active, the call is forwarded to the  designated (forwarded to) 
destination.
Calls that are forwarded to a VDN are considered successfully forward e d 
and call coverage is disabled.  (For example, if a route to digits with 
coverage y command is performed within a vector that has been 
accessed via call forwarding, c overage does not apply and the command 
is treated as a route to digits with coverage n command.)
nCall Pickup
If a route-to command calls a voice terminal extension that is a memb er of 
a pickup group, that call can be picked up by another p ickup group 
member.
nCall Waiting Termination
When calls are routed to analog voice terminals via a route-to with 
coverage n command, the call is considered successful if the analog 
extension is idle.  If it is not idle, the route-to is considered unsuccessful 
and call waiting d oes not a p ply.   In other words, call waiting is disabled 
for these route-to commands. On the other hand, for a route-to with 
coverage y command, call waiting does apply if appropriate.
nCall Vectorin g
Call Promp ting  is administered through Call Vectoring  ad ministration. If 
only Call Vectoring is enabled, vectors can be administered using only 
Call Vectoring c ommands.  If only Call Promp ting is enabled, vectors can 
be a dministered using only Call Prompting c ommands.  When both 
features are enabled, all the commands associated with vectoring and 
prompting are available. 
						

							Feature Descriptions
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nCAS 
If a route-to command calls the attendant and CAS is enabled, the call 
completes to the CAS attendant if an RLT trunk can be seized.
nCoverage All Calls
The route-to with coverage y command works like any other call. All 
other types of route-to commands fail.
nCoverage Callback
Coverage Callback only operates successfully for route-to with coverage 
y c ommands that terminate su ccessfully to a coverage point. The 
covering user is able to initiate coverage callback for the principal.
nCoverage Incoming Call Identification
If a coverage call terminates at a covering user’s display-equipped voice 
terminal, via a route-to with coverage y command, the voice terminal 
user that the vector routed to is displayed as the called party instead of 
the VDN.
nDCS 
A route-to command in a prompting vector can route to a UDP extension 
and p rovide DCS transparency (Distinctive Alerting).  In a d dition the DCS 
Call Forwarding, Call Waiting Termination, DCS Leave Word Calling, 
and DCS Multi-Appearance Conference/Transfer features a p ply, where 
appropriate, to calls routed via a route-to command.
nDOD 
DOD can be provided via a route-to command within a vector.  The COR 
of the VDN is used to determine calling party permissions/restrictions. A 
digit string must follow the TAC in the route-to command. A route-to 
command cannot be used to return trunk dialtone.
nFR L  
If a route-to command dials an external numb er via AAR/ARS, the FRL 
associated with the VDN COR is used to determine the accessibility of a 
routing preference in an AAR/ARS pattern.
nGo To Cover
Go To Cover operates correctly when a route-to with coverage y 
command terminates successfully at an internal destination. At all other  
times, if the 
GO TO C O VER button is depressed, the feature is denied.
nHold
If a call is put on hold during the processing of a collect command, the 
collect command is restarted, beginning with the announcement promp t, 
when the c all is taken off hold.  All d ialed-ahead d igits are lost.  Similarly, if 
a call to a vector is put on hold, vector processing is suspended when a 
collect step is encountered. When the call becomes active, the collect 
step resumes. 
						

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nHunting
A route-to command can call a hunt group.
nInbound Call Management
The Call Prom pting feature can be used to collect information from a 
calling party which may later be used by an adjunct to assist in the 
handling of the call.
nIndividual Attendant Access
A route-to command can dial an individual attendant extension.
nInter-PBX Attendant Calls
If a route-to command calls the attendant and this feature is enabled, the 
call comp letes to the Inter-PBX attendant.
nIS D N - PR I
A route-to command in a promp ting vector can route calls over ISDN-PRI 
trunks.  
nLW C  
LWC operates correctly when a route-to with coverage y command 
terminates successfully at an internal d estination.  At all other times, if  the 
LWC button is depressed, activation is denied.
nNight Service
Route-to commands that route to destinations with night service 
activated, redirect to the night service destinations.
nPriority Calling
A route-to command cannot dial the priority calling FAC.
nQueuing
Queuing applies, where a ppropriate, to any calls that route to an attendant 
or hunt group via a route-to command.
nRecorded Announcements
Recorded Announcements c an be accessed via a VDN through the use of 
the announcement command or the route-to command, if the  
destination is an announcement extension.  In addition, the collect digits 
command has the o ption to connect an announcement when promp ting 
for d igits.
nRedirect Notification
Redirect notification a p plies when a call is about to redirect to coverage 
via a route-to with coverage y command. 
						

							Feature Descriptions
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nRingback Queuin g
External call attemp ts made via route-to with coverage n commands are 
not queue via Rin g back Queuing when all trunks are busy.
nRotary Dialin g
Outside users using rotary dialing are not able to enter digits requested 
via a collect digits c ommand.  The inter-digit time-out takes effect and a 
collect digits command is skipped for these users. A default route-to 
command (such as route-to attendant) should always be provided.
nSA C  
When a route-to with coverage y command terminates to a system  
extension with SAC active, the call is treated as a normal internal call to a 
station having SAC active (call coverage via SAC a p plies). When a 
route-to with coverage n command terminates to an extension having 
SAC active, SAC is ignored.  If the station has an idle appearance, the call 
terminates and the route-to is successful.  Otherwise, the route-to 
command is c onsidered unsuccessful and vector processing continues at 
the next vector command.
If a route to with coverage y command terminates to a system extension 
and the station user then activates SAC, the system attempts to redirect 
the call to coverage  (due to SAC  coverage criteria). When  a route-to with 
coverage n command terminates to a system extension, activation of SAC 
by the station user (after termination) is ignored.
nCDR Account Codes
A route-to command cannot dial the CDR account code FAC.
nSubnet Trunkin g
Subnet trunking applies to any AAR/ARS call dialed via a route-to 
command.
nTemporary Bridged Appearance
A Temp orary Bridged Ap pearance is maintained at the principal’s 
extension when a route to with coverage y command terminates to a 
system extension and redirects  to coverage.  However, if coverage is to 
AUDIX or the principal is an ACD  agent, no Temporary Bridged 
Appearance is maintained at the principal.
nTEG  
A route-to command can call a TEG.
nTransfer
If a call to a VDN is transferred during a collect command, the collect 
command restarts when the transfer is comp lete, and all dialed-ahead 
d i gits are lost.  Similarly, if a call to a vector is transferred, vector 
processing is suspended when a collect step is encountered. When  the 
transfer is comp lete, the collect step resumes. This also  applies to 
attendant extended calls 
						

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nTCM 
A TCM is sent when a 
route-to command dials a seven-digit ETN or 10-digit 
DDD number via AAR/ARS.  This TCM is the FRL associated with the VDN 
COR.
nUDP 
A route-to command can call a UDP extension.
Administration
The Call Prompting feature is administered on a per-system basis by the system 
manager. The Call Vectoring feature must be administered as desc ribed in the 
Call Vectoring feature. In a ddition, the following items must be administered 
specifically for the Call Promp ting feature.
nThe Call Prom pting feature must be enabled on the ‘System-Parameter 
Customer-Options’ form and must be d one by an authorized AT&T 
employee.
nAny d isplay-equipped voice terminal or attendant can be administered 
with a Caller Information CALLR-INFO button.
nWith G3V4 and later releases the Call Promp ting feature timeout is 
administrable on the ‘Feature-Related System Parameters’ form.
Hardware and Software Requirements
Each the Call Promp ting feature announcement requires:
— One port on a TN750 Integrated Announcement circuit pack or
— Announcement equipment and one port on a TN742 or TN746B (Mu-law) 
Analog Line circuit pack.
DTMF receivers are required to accept the touch-tone d i gits entered by the call 
prompting users. The TN744  Call  Classifier circuit pack or the TN2182 Tone 
Clock circuit pack (required for the Call Promptin g feature) provides eight 
DTMF receivers. G3i allows a maximum of 80 TN744 DTMF receivers (10 circuit 
packs); G3r allows a maximum of 200 TN744 DTMF receivers (25 circuit packs). 
Beginning with G3V4, TN744 DTMF receivers can also be used as general 
purpose DTMF receivers in the system.  Other DTMF receivers such as those on 
the TN748C circuit pack (TN420C, TN744 support A-law) are still required for 
normal call processing and maintenance features.
Call Promp ting software is required. Call Vectoring software may be required 
depending on the application. If external CMS is being used, Call Vectoring 
software for CMS is always required if call prompting  (with or without call 
vectoring) is active on the switch. 
						

							Feature Descriptions
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Call Vectoring
Feature Availability
This optional feature is available with G3vs/G3s PBP, G3i, and G3r, and is not 
available with G3vs/G3s ABP.
Description
This section gives a basic description of the capabilities of the Call Vectoring 
feature. For instructions for creating and troubleshooting ve ctors, see the 
DEFI NI TY Com munications System Generic 3 Call Vectoring/Expert Agent 
Selection (EAS) Guide, 
555-230-520.
The Call Vectoring feature provides processing of incoming and internal calls 
according to a programmed set of commands.  The commands, called Vector 
commands, determine the type of processing that specific calls receive. Vector 
commands may direct calls to on-premise or off-premise destinations, to any 
hunt group or sp lit, or to a specific call treatment such as an announcement, 
forced disconnect, forc ed busy, or delay treatment.
It is possible for the system to collect digits from the user, route calls to a 
destination specified by those digits, and/or do conditional processing 
according to  those d igits (Call Prompting feature).  The Call Promp ting feature 
utilizes the Call Vectoring  feature and a set of specialized vector commands. 
Also, the Lookahead Interflow feature uses the Call Vectoring feature for its 
operation. Expert Agent Selection (EAS) uses vectors to direct calls to agents 
with specific skills. Also see Voice Response  Integration (VRI) for information 
about integrating call vectoring with the c a pabilities of the VRUs and the 
CONVERSANT Voice Information Service.
Vector Directory Numbers and Vectors
Calls access vectors using VDNs.  A VDN is a ‘‘soft’’ switch extension number 
that is not assigned to a physical equipment location. Access to a VDN may 
occur in many ways. Since a VDN is an extension, it can be accessed in almost 
any way that an extension can be accessed. The primary ways that a VDN can 
be accessed are:
nInternal call — The VDN extension can  be dialed from another extension 
on the switch.
nCO trunk — A CO trunk may be ma pp e d to a VDN (as an incoming 
destination or night service extension).
nNon-CO trunk — A call may come into a DID or PRI trunk and connect to 
a VDN extension.
nLDN — A VDN may be the night destination for an LDN. 
						

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nFrom a route-to step within a vector.
nAs a coverage point
A Call Vector is a set of vector  commands (described later in this chapter) to be 
performed for an incoming, outgoing or internal call.   As p reviously described, 
vectors are accessed b y VDNs.  Each VDN maps to one  vector. However, 
several VDNs may map to the same vector. The answering user sees the 
information (such as the name) associated with the VDN on his or her display and 
can respond to the call with knowle d ge  of the dialed number. This operation 
provides DNIS (described later in this description).
Applications
There are many d ifferent app lications for the Call Vectoring feature. However, 
call vectoring is primarily used to handle the call activity of ACD sp lits/skills. Call 
Vectoring can also manage a queue by keeping calls queued in up to three 
splits/skills (with four d ifferent p riority levels) while also providing a series of other 
processing options. Other common a p plications include:
nSpecial treatment for selected callers.
For exam ple, calls from  preferred credit card customers may receive 
priority treatment, but they do not have to be handled by a separate sp lit.  
Agents in the same split can handle both preferred  customers and all 
other customers.  A c all can be queued into  one of four priority levels, and 
calls to different VDNs (and vectors) could go to different levels, with 
preferred customers  having top priority.  This means that when all agents 
are b usy in this split, calls from preferred customers would go to the top of 
the queue ahead of other callers already in the queue.
nNight treatment.
During non-business hours, the Call Vector could route calls to a specified 
destination such as an announcement and a disconnect.  During business 
hours, the ve ctor could send calls  to splits/skills for connections with 
agents, or queue normally. 
nOff-loading periodic excess calls resulting from promotions, seasonal 
trends, or regular daytime fluctuations in calls.
A vector can test a split for the number of calls already in queue.  If the 
number is above a certain threshold, the vector bypasses that split and 
route the call to someone else, such as an attendant.  However, if the  
number of calls queued to the split is below the threshold, the vector 
would queue the call to that split.
nInformation Announcements for the Calling Party
The human intervention needed to distribute common messages can be 
minimized with information announcements.  A group of people with a 
common interest  can be instructed to call a specific number (VDN) that 
terminates to a specific announcement vector.  The vector’s  
						

							Feature Descriptions
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announcement can be periodically updated to provide current information 
to the callers.  Vectors providing information announcements are easily 
programme d by the System Manager.
What Happens When a Call is Processed 
by a Vector
General
When an incoming or internal call goes to a VDN, the VDN directs the call to a 
specific call vector. When  the call goes to a vector, the call’s routing and 
treatment is determined by the commands in that vector. Processing starts at 
Step 1 and proceeds sequentially through the vector unless a 
goto command is 
encountered. Any steps that have been left blank during administration are 
skipped. The  process automatically stops  after the last step in the vector.
Call vec toring allows the chaining of vector steps and vectors  through the use of 
a 
goto command. In other words, one vector can direct the call to another vector 
or VDN, which can in turn direct the call to yet another vector, and so on.
The Call Vectoring feature has an execution limit of 1,000 ste ps. Once a call 
enters vector processing, a loop counter keeps track of the number of vector 
steps executed. If the loop counter exceeds 1,000, a 
stop command is executed. 
The loop counter remains in effect across 
goto vector c ommands. This execution 
limit is provided as a means of system recovery from  vector programmed infinite 
loops.
Three examp les of how the Call Vectoring feature functions  are shown in Figure 
3-1. An outside call to a VDN is  processed based on the various properties of the 
VDN form. Handling of the call is based on the commands associated with the 
vector. Displayed information is d e pendent on the setting of the “VDN Override” 
field.