ATT DEFINITY Communications System Generic 3 Instructions Manual

							Call Vectoring
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Figure 3-1. Typical VDN Call Processing Examples 
Calling Party Feedback
The initial feedback that a caller hears as a call is processed by a vector 
d e pends on how the call originates. The call may originate as one of the 
following:
nAn internal call from another system user
4501PARTSN16 7 EXTENSION NAMEALLOW VDN
OVERRIDE
CORVECTOR
NUMBER
STATION 7000 DISPLAY
SHOWS OUTSIDE CALL
TO PARTS
OUTSIDE
CALL
4501PARTS16 7 EXTENSION NAMEALLOW VDN
OVERRIDE
CORVECTOR
NUMBER
OUTSIDE
CALLVECTOR DIRECTORY NUMBER
VECTOR # 7
YVECTOR # 7
16N
STATION 7000 DISPLAY
SHOWS OUTSIDE CALL
TO PARTS 2
4501PARTS16 7 EXTENSION NAMEALLOW VDN
OVERRIDE
CORVECTOR
NUMBER
OUTSIDE
CALL
VECTOR # 7
16N
STATION 7000 DISPLAY
SHOWS OUTSIDE CALL
VECTOR # 9
VECTOR # 9
TO PARTS N- COLLECT 1 DIGIT 1
2
3
PARTS 2PARTS 2  9
9 5501
5501ROUTE TO NUMBER 7000
- COLLECT 1 DIGIT
- ROUTE TO NUMBER
5501 IF DIGIT EQUALS 1
ROUTE TO NUMBER 7000
ROUTE TO NUMBER 7000 - ROUTE TO NUMBER
5501 IF DIGIT EQUALS 1 
						

							Feature Descriptions
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nAn incoming call over a non-CO (DID) trunk
nAn incoming call over a CO trunk
If the call is an internal or non-CO call, the calling party hears silence until one of 
the following occurs:
nAn announcement is played
nA wait-time command with system music, ringback, or alternative 
audio/music source is processed
nA b usy command is processed
nThe call is alerting at an station
If the call is a CO call, the calling party hears CO rin g back  until one of the 
following occurs:
nAn announcement is played
nA wait-time command with system music or alternative audio/music 
source is processed
nThe call is answered
Additional Information
If the call is a CO call and answer supervision has been previously supplied (by 
processing of an 
announcement or wait-time command),  the caller hears 
feedback specified in the vector commands:
nAn announcement when any announcement command is processed
nRingback, silence, system music or an alternative audio/music source 
when a 
wait-time command is processed
nBusy when a busy command is processed
nRingback when the call is alerting an extension
After a 
wait-time command is processed, the calling party continues to hear that 
specified treatment unless an announcement is being played, another 
wait-time 
command with a different treatment is processed, the call is  alerting at an 
extension, a 
busy command is processed, or vector processing terminates as 
whenever an agent becomes available or a successful 
route-to command is 
executed.
If a ste p c annot b e executed, the c alling party continues to receive the feedback 
to which they are currently listening and vector processing continues at the next 
step.
When a c all terminates to an a gent or extension, the calling party hears ringback.  
Any announcement or other treatment that is currently being heard  is 
disconnected and ringback is supplied. 
						

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After an announcement completes, the calling party hears silence until another 
command that specifies treatment is processed (for example, 
wait-time, 
announcement, busy), or the call terminates at an extension.
If a call is route d off-premises via a trunk, the calling party hears the standard  
call p rogress tones and/or far-end feed b ack only if answer supervision has been 
passed or the answer detection timer has expired.
If the calling  party disconnects at any time while the vector is being processed, 
vector processing is terminate d, the call is removed from any queues, and the 
call is torn down.
Vector Commands
A Call Vector is a set of vector commands. Vector c ommands d etermine the type 
of processing that specific calls receive. The  basic  vector commands are listed 
below and described in the  paragraphs that follow. Please note that most of 
these commands require one or more parameters (for example, an extension 
number is required with the Announcement command). For more information on 
these commands and how they should be used, refer to the 
DEFINITY 
Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) 
Guid e,
 555-230-520.
nAdjunct Routing (used only with the ASAI feature)
nAnnouncement
nBusy
nCheck-Backup Split/Skill
nCollect Digits (used for Call Prompting)
nConverse-on split/skill 
nDisconnect
nGoto Ste p
nGoto Vector
nMessaging
nQueue-To Main Split/Skill
nRoute-To Number
nRoute-To Digits (used for Call Promp ting)
nSt o p
nWait-Time
Adjunct Routing
The adjunct routing c ommand is only available with the ASAI feature. This 
command causes a message to be sent to an adjunct that is requesting routing  
						

							Feature Descriptions
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instructions.  This command is desc ribed in detail in the Inbound Call 
Management (ICM) description in this chapter.
Announcement
The announcement command is used to let callers hear a given announcement. 
All calls hear the announcement from the b e ginning. This may result in a delay 
because the call may have to wait in an announcement  queue before the 
announcement is heard. While a caller is waiting to  hear the announcement, the 
caller continues to hear whatever treatment he or she is currently hearing.
If the announcement’s queue is currently full, the call retries  the announcement 
step indefinitely before processing any new vector steps. If the requested 
announcement is not administered (in the case of external or integrated 
announcements) or recorded (in the case of integrated announcements only), 
the current step is skipped and vector processing continues at the next vector 
step.
When a call is connected to the announcement, the previous treatment is 
discontinued and  answer supervision is sent if it has not already been supplied. 
During an announcement, if the call is moved from waiting in  a split’s queue to 
alerting at an agent’s extension, the announcement is disconnected and the 
caller hears rin g back. When the announcement completes and is disconnected, 
the caller hears silence until a vector step with an alternate treatment is 
processed or the call reaches an agent’s extension.
Busy
The b usy command causes termination of vector p rocessing and gives the caller 
a busy signal.  The busy takes effect on non-CO trunk calls whether or not 
answer su pervision has been sent; b ut if the call is a CO (auto-in) trunk call and 
answer su pervision (via 
announcement command or wait-time command) has 
not been sent, the CO i gnores the b usy and continues giving the caller CO 
ringback. Non-CO trunks are dropped approximately 45 seconds after b usy tone 
is ap p lied.
Check-Backup Split/Skill
Th e check-backup command checks the status of a split/skill for p ossible 
termination of the call to that sp lit/skill. When termination is not possible, queuing 
at the specified priority is attempte d. Termination and/or queuing is attempted if 
the  split meets certain conditions specified as part of the command. The 
possible conditions are shown b elow:
nUnconditionally (always attemp ts to queue)
nNumber of available (idle) agents in the specified split
nNumber of staffed agents in the specified split
nNumber of calls queued at a given priority to the specified split. 
						

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This condition tests for calls in queue at the specified priority level and 
higher.
nAge of the oldest call waiting in the specified split’s queue
nThe average time it takes for a call to be answered in the specified split. 
(G3V4 and  later releases only)
nThe amount of time a call could expect to wait in the q ueue of the 
specified split before it is answered (G3V4 and later releases only)
A c all may be queued in up to three different splits/skills at the same time.  A call 
remains queued until either vector processing terminates or the call reaches an 
agent. 
Collect Digits 
The c ollect digits command lets the caller enter up to 16 digits from a  touch-tone 
phone. An optional announcement may be played first. This step is part of the 
Call Promp ting  feature and is described in greater d etail in the Call Prom pting 
feature d esc ription elsewhere in this document.
Converse-On Command
The converse-on command is an enhancement to the Basic Call Vectoring 
customer option. The 
c onverse-on Call Vectoring step is sp ecifically designed to 
integrate a VRU with the DEFINITY  switch. Voice Response Integration allows 
VRU capabilities to be used while keeping control of the call in the switch. 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
One of the advantages of Voice Response Integration is that it allows users to 
make more  productive use of q ueuing time. For examp le, while the c all is waiting 
in queue, the caller can listen to product information by using an audiotex 
application or by completing an interactive voice response transaction. In some 
cases, it may even be p ossible 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.
If the 
converse-on command is successful, it delivers the call to a 
pre-determined sp lit (skill), which is referred to as the converse sp lit (skill). A  
						

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converse sp lit is administered and behaves exactly as any other sp lit in the 
system. The term non-converse split is used to refer to traditional ACD splits 
accessed by means of 
queue-to main and check-backup vector steps.
Once the call is answered by the VRU, the 
c onverse-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 p assed to the script. See the 
DEFI NI TY Com munications System Generic 3 Call Vectoring/Expert Agent 
Selection (EAS) Guide, 
555-230-520, for more information a bout the types of data 
that can be passed to the VRU.
Once the VRU script is completed, the VRU may or may not return data to the 
DEFINITY system. Whether or not data is returned, once the VRU drops the line 
to DEFINITY system, vector p rocessing is then re-activated on the switch starting 
with the vector step which follows the 
c onverse-on step.
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.
nUsed for vector conditional branching in an ‘‘if digits’’ vector step.
nTandemed to an ASAI host.
— Voice Response Integration also provides the integration 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 DEFINITY system 
to ASAI hosts.
Based on administration, with G3V4 and later releases, a DTMF tone can be 
used as an answer feedback signal and sent to the VRU when the VRU-to-ACD 
call is answered by the agent. Another DTMF  tone can be used as a disconnect 
feed b ack signal and sent to the VRU when the incoming call to the VRU 
disconnects before it is transferred by the VRU.
Refer to 
DEFINITY Communications System Generic 3 Call Vectorin g/Ex pert 
Agent Selection  (EAS)  Guide,
 555-230-520, for additional information.
Disconnect
The disc onnect  command  ends treatment of a c all and removes the call from the 
switch. This command also allows the optional assignment of an announcement  
						

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that plays immediately before the disconnect.  If the switch has not yet sent 
answer supervision, it d oes so immediately before disconnecting a call so there 
is a charge for calls that terminate with the disconnect command. The exc eption 
is on ISDN calls where disconnect can occur without returning answer 
supervision when an announcement is not played.
During playing of the announcement, if the call is moved from waiting in  a split’s 
queue to alerting at an agent’s extension, the announcement is disconnected, 
the caller hears ring b ack, and the 
disconnect command is aborted.
Goto Step
The goto step command is a branching step that provides conditional or 
unconditional movement to later or earlier steps in the Call Vector.
Conditional branching may be used to compensate for heavy traffic or for 
night/weekend service.   Calls in q ueue and/or any wait treatment in effect b efore 
a 
goto remain in effect after the branch.
The conditions of branching are as follows:
nUnconditionally (always branches) 
nNumber of available (idle) agents in a specified split
nNumber of staffed agents in a specified split
nNumber of calls queued at a given priority (or higher) to the specified split
nAge of the oldest call waiting in the specified split’s queue
nTime of Day, start time, and end time specified
nRolling average speed of answer for the s pecified split or VDN. (G3V4 and 
later releases only)
nExpected wait time for the specified split or for the call being processed 
(G3V4 and  later releases only)
nNumber of calls active in the VDN (G3V4 and later releases only)
nCollected Digits from a collect digits step (Call Prompting feature only)
nANI (caller identity) of the call being processed (G3V4 and later releases 
only)
nII-digits (type of originating line) of the call being processed (G3V4 and 
later releases only)
With G3V4 and later releases, ANI, II-digits, and digits collected from a 
collect 
digits
 step c an b e tested against entries in a Vector Routing Table for conditional 
branching with the 
g oto step. 
						

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Goto Vector
The goto vector command is a branching step that provides conditional or 
unconditional movement to another vector.
The
 goto vector command is used for chaining more than one vector together. 
Calls in queue and/or any wait treatment in effect  before a 
g oto remain in effect 
after the branch.
The conditions of branching are:
nUnconditionally (always branches)
nNumber of available (idle) agents in a specified split
nNumber of staffed agents in a specified split
nNumber of calls queued at a given priority (or higher) to the specified split
nAge of the oldest call waiting in the specified split’s queue
nTime of Day, start time, and end time specified
nRolling average speed of answer for the specified split or VDN. (G3V4 and 
later releases only)
nExpected wait time for the specified split or for the call being processed 
(G3V4 and  later releases only)
nNumber of calls active in the VDN (G3V4 and later releases only)
nCollected Digits from a collect digits step (Call Prompting feature only)
nANI (caller identity) of the call being processed (G3V4 and later releases 
only)
nII-digits (type of originating line) of the call being processed (G3V4 and 
later releases only)
With G3V4 a n d later releases, ANI, II-digits, and digits collected from a 
collect 
digits
 step c an b e tested against entries in a Vector Routing Table for conditional 
branching with the 
g oto command.
Messaging Split/Skill
This command causes the calling party to b e connected to the AUDIX or 
Message Center split so that he or she may leave a message for the specified 
extension (call answering service).  If the calling party is  successfully c onnected 
to the AUDIX or a Message Center agent, then ve ctor processing terminates and 
a message may be left for the specified extension.
Priority can be g iven to the c all b y assigning a high priority to the messaging split 
extension via the COR.
This command functions as follows: 
						

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1. If the split number specified in the command is a valid message service 
split (such as AUDIX or Message Server Ad junct), and either the extension 
is a valid assigned extension or is administered as “none”  (defaults to 
current VDN), then the system attempts to terminate the call to the 
message service split for call answering service.
nIf the call is queued to the message service split or if the call 
terminates to an available message service agent or AUDIX voice 
port, then the calling party is connected to ringback (successful 
termination), and vector processing terminates. For DEFI NIT Y 
AUDIX the VDN number must be included in the VDN name on the 
switch.
nIf the split queue is full, the AUDIX link is down, all AUDIX voice 
ports are out of service, or the message service sp lit is DCS-AUDIX 
and all DCS trunks are busy, then vector processing continues at 
the next vector command (unsuccessful termination).
2. If call termination was successful and the administered extension (or 
default VDN) is a message service subscriber, the calling party can leave 
a message for the specified extension.
If the extension or VDN was not a subsc riber of the message service, one 
of the following may occur:
nIf the message service sp lit is AUDIX, the calling party receives 
ringback  until he or she disconnects.
nIf the message service sp lit is a Message Server Adjunct, the 
calling party may be answered by an  message service agent but 
no message is taken since the specified extension (d efault VDN) is 
not a Message Server Adjunct subscriber.
Queue-To Main Split/Skill
The queue-to main split command sends a call to a split and assigns a queuing 
priority level to the call if all agents are busy.  A call sent with this command 
either connects to an agent in the split or enters the split’s queue. 
A c all may be queued in up to three different splits/skills at the same time.  A call 
remains queued either until vector processing terminates or the call reaches an 
agent. When an agent becomes available in any sp lit to which the call is queued, 
the following actions are performed:
nThe call begins alerting the agent
nThe call is removed from any other queues
nVector processing terminates
If the d esired sp lit is one of the splits/skills to which the call is already queued, 
the call is requeued at the new p riority level. This ste p is skip ped and vector 
processing continues at the next step if any of the following are true:
nThe desired split’s queue is full 
						

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nThe desired split is unstaffe d
nAll staffed agents are in the auxiliary work mo de
nThe desired split is not vector controlled
nThe call is already queued in this sp lit at the specified priority level
nThe call has already been queued to three different splits/skills
nThe desired split has no queue and no agents are available
Route-to Number
This command routes a call to the specified number. This digit string represents 
a destination number 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.
This command allows a call to be routed to a sp ecified destination. The COR 
associated with the VDN is used to determine any calling p arty restrictions (such 
as lack of calling permission, FRL restriction,  and so on). If this command is 
successful (that is, it successfully terminates to a station, seizes a trunk, and so 
on) then vector processing terminates. Otherwise, vector processing continues 
at the next vector command.
This command functions as follows:
1. If the numb er is a system extension or attendant group (not a VDN) the 
system attem pts to terminate the call to the endpoint if one of the following 
conditions occur:
nThe endpoint is alerted.
nThe endpoint has call forward ing or night service (hunt group) 
enabled, and the forwarded to (night service) destination is alerted 
(or in the case of off-premises call forwarding, a trunk is seized).
The system then provides ringback to the calling party, and vector 
processing terminates. However, if the call cannot complete successfully 
(for example, no idle appearance is available), and the 
route-to number 
step is specified with coverage set to no, vector processing continues at 
the next vector command. If coverage is set to yes, the call routes to the 
destination’s coverage path. 
Route-to numb er with coverage is only 
available when G3V4 and later release software has been installed either 
when purchased or as a bugfix release.
2. If the numb er is a VDN extension, then the following events occur: