ATT DEFINITY Communications System Generic 3 Instructions Manual

							Call Vectoring
Issue  3   March 1996
3-447
nVector processing terminates within the current vector.
nIf the current VDN is administered with VDN override, then the new 
VDN overrides the current VDN as the VDN to be displayed at the 
terminating extension.
nProcessing of the vector associated with the VDN extension begins.
nAll previous vector queue and wait treatment ends.
3. If the number is an AAR/ARS FAC plus digits, or a remote (UDP) 
extension, standard AAR/ARS  processing is performe d to select the trunk 
group and outpulse the digits.  If a  trunk is seized, vector processing 
terminates, and the calling party hears feedb a ck provided by the far end. 
Otherwise, the call cannot comp lete successfully (no trunks available, 
FRL/COR restricted, and so on), and vector processing continues at the 
next vector command.
4. If the number is a TAC plus digits, and a trunk is seized, then vector 
processing terminates and the calling party hears feed back provided by 
the far end. Otherwise, the call cannot complete successfully (no trunks 
available, COR restricted, and so on), and vector processing continues at 
the next vector command.
5. If the numb er is any other number (such as an FAC plus digits), vector 
processing continues at the next vector command (unsuccessful 
route-to 
command). Note that with G3V4 and later releases, a call can route to a 
Service Observing FAC.
Route-To Digits
The route-to digits c ommand is a Call Prompting command. It attempts to route  
the call like the 
route-to numb er command, except that the numb er routed to is a 
set of digits collected from the caller (via a 
collect digits step). For more details 
see the Call Promp ting feature description elsewhere in this chapter.
Stop
The stop command terminates the processing of any subsequent vector steps. 
After the 
stop command, any calls that are already queued remain q ueued, and 
any wait treatment is continued.
Wait-Time
The wait-time command is generally used to set a length of time for a call to wait 
in the main split’s q ueue and to specify what the caller will hear while the call 
advances in queue. Prior to G3V4 the caller could hear silence, ringback or 
system music. G3V4 and later releases also allow the caller to hear an alternative 
audio/music source. A wait time of 0 seconds can be used to change the call 
treatment without executing a delay. Anytime during a delay if an agent b ecomes 
available 
wait-time treatment is cancelled and the call is connected to the agent. 
						

							Feature Descriptions
3-448Issue  3   March 1996 
ACD Split/Hunt Group Operation with 
Call Vectoring
A split is considered Vector Controlled if yes has been selected in the “Vector” 
field on the Hunt Group Ad ministration sc reen. Only vector controlled splits/skills 
are accessible from the following call vectoring commands: 
check-backup split, 
queue-to main split, and converse-on sp lit.
Overview
Throughout this description, split is used to specify a hunt group or ACD split. 
ACD split is used when the group has ACD optioned. Hunt group is used when 
the group does not have ACD optioned. When EAS is optioned only non-ACD 
hunt groups and Skills may coexist. Splits and Skills may not coexist.
This section describes the interactions between the Hunting, ACD, and Call 
Vectoring features. Some  key points to note are:
1. Hunt groups and ACD splits/skills may coexist with one another as well as 
with vector-controlled splits/skills.
2. Vector-controlled splits/skills may be called directly. However, these calls 
do not receive any announcements, can be forwarded, can be redirected 
to coverage, or intraflow/interflow to another hunt group.
3. ACD is required to obtain any CMS and/or BCMS split measurements.
Vector Controlled Splits/Skills
Vector Controlled Splits/Skills have the following properties:
nAgents may be logged into multiple controlled splits/skills simultaneously.
nAgents’ voice terminals are not locked while they are lo g ged into a vector 
controlled split.
nA vector controlled split may also be adjunct controlled. If it is, the more 
restrictive properties of each controlling function apply.
nA vector controlled split is not ma p ped to an adjunct via system 
administration, unless it is also adjunct controlled.
nRequest Notification is allowed (as long as the split is not 
adjunct-c ontrolled). The adjunct receiving notification is the same one 
requesting it.
nWhen a ve ctor controlled sp lit is removed via system administration, any 
active notification request is terminated.
nA vector controlled split cannot b e assigned a coverage path. VDNs 
cannot be assigned a coverage path but can be assigned 
to a coverage 
path.
nCalls queue when agent is logged out or in AUX work mode.
nWhen EAS is optioned all ACD hunt groups (skills) must be vector 
controlled. 
						

							Call Vectoring
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nCall Forwarding cannot be activate d for a vector controlled split.
nNo announcements are associated with vector controlled splits/skills.
Split/Skill Queue Priority Levels
Each c all in a s plit q ueue can have one of four possible priority levels: Top, High, 
Medium, and Low. Calls are processed initially by priority level. Within each 
priority level, calls are p rocessed in first-in, first-out (FIFO) order. A vector can be 
administered to process queued calls using any of the four priority levels. Calls 
not controlled by a vector can use only two priority levels: High and Medium.
The default priority level for non-vector controlled calls queued to a sp lit is 
Medium. An ACD split may assign certain calls to the high-priority level. The 
high-priority level can be assigned to a call by intraflowing from one ACD split to 
another ACD split. This is achieved using the “Call Coverage Option” field and 
“Setting the Priority on Intraflow”  field on the Hunt group form of the principal 
ACD split. The high-priority level can also be assigned to a call from a voice 
terminal user whose associated COR has priority queuing optioned.
Direct Agent Calls (DACs) have the highest priority of any calls (including those 
mentioned in the previous paragraph).
Split/Skill Thresholds
The split thresholds, available-agents, and staffed-agents, used by the 
check-backup and g oto vector commands, have slightly different meanings for 
hunt groups and ACD sp lits/skills. For ACD splits/skills, staffed-agents is the 
number of agents log g ed-in. Available-agents is the number of agents logged-in 
and ready to receive an ACD call (for examp le, Auto-in or Manual-in work mode 
and not currently on a call). Since hunt groups have no log-in, log-out, or work 
modes, a staffed-agent is merely an administered agent. All that is checked is 
the number of administered agents. Similarly, available-agents is the numb er of 
agents ready to receive a hunt group call.
When there is no queue, the oldest call waiting is always 0 and the number of 
queued calls is always 0. When the system time is not set, the time of d ay and 
oldest call waiting threshold always fail.
Call Vectoring and PBX Toll Fraud
Abuse of PBX remote access is one way in which unauthorize d users o btain 
services illegally. Call Vectoring features can be used to block unauthorized use 
of t he DEFI NIT Y Communications System remote access feature.
The  following are ways Call Vectoring  features are used to alleviate toll fraud:
1. By reaching the remote access extension via call vectoring.
2. By replacing the function of the remote access extension by one or more 
call vectors. 
						

							Feature Descriptions
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Front Ending Remote Access
Authorized external callers are given a VDN extension to call as opposed to the 
remote access extension, which is kept private. The corresponding call vector 
then implements a number of security checks before routing callers to the remote 
access extension.
The following advantages are possible with this feature.
1. A recorded announcement is played to callers, which declares that use of 
PBX services by unauthorized callers is illegal and that this call is subject 
to monitoring and/or record ing.
2. Call promp ting is used to prompt for passwords.
3. Use of the remote access extension is limite d to certain times of the day or 
days of the week.
4. Vectoring introduces a delay before d ial-tone is provid e d to the caller.
NOTE:
Immediate dial-tone is often a searched for by hacker’s programs 
when trying to break into a system.
5. If ANI is available on incoming calls, different VDNs are administered for 
different geographic areas, such that once a security breach occurs, only 
callers from that specific region have the capa bility to abuse the remote 
access capabilities.
6. If the Information Indicator (II) digits are available on the incoming call, 
a d ditional security checks based upon the origination information 
associated with the calling parties telephone line can be made. The II 
digits may indicate that the inbound call originated from a prison, 
hotel/motel, or even cellular telephone line and as such would require 
unique security treatment.
7. Real-time and historical reports on the use of the remote access feature 
are available from BCMS and/or CMS.
8. Different passwords are used on different d ays of the week or times of 
day.
9. Many VDNs are defined which call the remote access extension. In this 
way, individuals or groups are given their own VDN with unique 
passwords, p ermissions and reports. Any abuse of the system  or security 
leak is then attributed to an individual or group.
10. The caller can be routed to a VRU using the 
converse-on step, where 
more sophisticated security checking takes p lace, such as speaker 
recognition.
11. Any call failing any of the security checks is routed to a VDN that routes 
the caller  to security personnel with a d isp lay set or to a VRU. Such calls 
show se curity violation and possibly also the attempted password on the  
						

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display. If the call is passed to a VRU, the VDN, the ANI and/or the 
prompted digits are captured. BCMS/CMS reports on this VDN give 
information on how often and when security violations occur.
Replacing Remote Access
In this case, the remote access extension is not used. One or more VDNs are 
defined which access call vectors employing all the security checks desc ribed 
for 
Front Ending Remote Access. The same reports and monitoring/recording 
capabilities described for 
Front Ending Remote Access are also p ossible. 
Instead of routing the call to the remote a ccess extension, the c all vector collects 
d i gits from the caller and then routes to the given destination.
Again, multiple VDNs are created for individuals or groups with different security 
checks and different permissions/restrictions. Destination numb ers provided by 
callers are screened by the vectors and denied if the user does not have 
permission to access that destination. For example, an individual user is 
restricted to placing calls to numbers beginning with area c o des 303 and 908.
Call Vectoring and the Call Management System
(CMS)
The CMS provides the following capabilities to be used with Call Vectoring:
nThe CMS can request full translations to initialize its data base.  The PBX 
supplies data for VDNs and measured trunk groups which map to VDNs.
nThe CMS can retrieve and change vectors on the PBX. However, no 
information is sent to the CMS when vectors are administered via the 
Management Terminal.
nThe CMS can change the vector the number assigned to VDNs.
nThe PBX notifies the CMS when the incoming destination of a trunk group 
is changed. This happens when a trunk g roup maps to either a split or 
VDN.
nThe PBX notifies the CMS when a VDN is called. State change messages 
are also sent as a vector is processed.
nThe PBX notifies the CMS when an agent transfers a call to a VDN.
DNIS
Call Vectoring provides DNIS, which allows agents with display-equipped voice 
terminals to receive visual displays that specify the name of the called VDN.
In traditional ACD arrangements, groups of agents are organized into splits/skills. 
With this type of arrangement, an agent is trained to answer c alls for one s pecific 
purpose in an efficient and professional manner.  However, ACD managers are 
recognizing the need to relax this concept of limiting each split to a single 
call-answering task. 
						

							Feature Descriptions
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The alternative is to provide splits/skills where each group of agents is proficient 
with several types of calls.  The desired gain is to provide adequate service for 
the several call types with fewer agents and with less administrative intervention 
by the ACD manager.  Using this a p proach, the changing staff needs of the 
several call types are averaged in time, and enough agents are staffed to 
provide adequate service for the prevailing average load.  Where five agents 
might be needed in each of three smaller splits/skills (15-agent total) to handle 
three types of calls, only 11 or 12 a gents might be needed in the single (more 
general) split.
The DNIS fu n ction provided by Call Vectoring allows each answering agent to 
know the p urp ose of each incoming call as the call terminates to the agent’s 
voice terminal.  As a result, the natural efficiencies of the single-split/single-call 
type arrangement are not compromised. With  the  display  information provided 
by DNIS (for examp le, the name of the called VDN), agents are aware of each 
call’s purpose, and c an answer each incoming call with the appropriate greeting.  
Agents do not have to waste time trying to determine the purpose of calls.
Vector Routing Tables (G3V4 and later releases)
A g oto vector step can test digits collected as part of Call Promp ting, or ANI 
(Automatic Number identification) against num bers in a Vector Routing Table. 
Vector Routing Tables contain a list of numbers that c an be used to test a 
g oto...if 
d i gits 
or a g oto...if ani command. The values can be tested to see if they are 
either in or not-in the specified table. Tables can have up to 100 entries.
Considerations
Call Vectoring is a valuable feature that provides a highly flexible way of 
processing incoming calls to the switch.  With Call Vectoring, one can define a 
separate set of call processing steps for different types of incoming calls. 
Maximum benefits are realized when Call Vectoring is combined with Call 
Promp ting and  ACD.
A maximum of 1,000 vector steps are processed per call.
A maximum of 16 adjunct route steps are supported.
A call can be queued to multiple splits/skills and/or hunt g roups at the same time 
to minimize the waiting time. The maximum number of queues that a call can be 
queued at is three.
A q ueue size must be assigned for vector-controlled sp lits/skills (on the Hunt 
Group form).  If vector processing attempts to queue a call to a sp lit, and if there 
are no queue slots available, the step fails, and vector processing continues at 
the next step. 
						

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It is recommended that you not change a vector while it is processing calls 
because the calls already in the vector might experience  problems. Instead, add 
a new vector and change the VDN to go to the new vector.
Agents should not be used for hunt group calls and ACD split calls 
simultaneously. Otherwise, all of the calls from one split (either ACD or hunt 
group) are answered first. For examp le, if the ACD calls are answered first, none 
of the hunt group calls are answered until all of the ACD calls are answered.
The oldest c all waiting termination is only supported for agents who are servicing 
ACD calls only.
Call Vectoring operations in DEFINITY Generic 3 systems are d ifferent from those 
in DEFI NI TY Generic 2 systems.  For Call Vectoring information relate d to the 
DEFINITY Communications System Generic 2, see 
DEFI NI TY Com munications 
System Generic 2 and System 85 Feature Desc riptions
, 555-104-301. The 
DEFI NI TY Com munications System Generic 3 Call Vectoring/Expert Agent 
Selection (EAS) Guide
, 555-230-520, also discusses differences between G2 
and G3 Call Vectoring.
Interactions
The following features interact with the Call Vectoring feature.
nAbbreviated Dialing
A VDN extension can  be used in a  personal, group, system, or enhanced 
number list.
nAdministered Connections
The PSC administration screen blocks entry of a VDN.
nAnswer Supervision
Answer Supervision is only returned once during the life of a call. With 
respect to Call Vectoring commands, answer supervision is returned in 
response to an announcement, waiting with music, and disconnect. In 
a d dition, if a call is answered, answer supervision is sent if it has not 
previously been sent.
nAP Demand Print
A VDN cannot be used as an argument to the feature access c o de for AP 
Demand Print.
nAttendant Control of Trunk Group Access
If a 
route-to step in a vector dials a controlled trunk group, vector 
processing continues at the next step.
nAttendant DXS with Busy Lamp Field
A DXS lamp for a VDN is always off. A DXS button can be used to place a 
call to a VDN. 
						

							Feature Descriptions
3-454Issue  3   March 1996 
nAttendant Display
A button may be assigned to the attendant to display an internal caller’s 
COR. The restriction identifiers are: orig, otwd, toll, code, and none. This 
operation is available for calls originated by a 
route-to step in a vector. 
The COR of the originator is displayed.
nAttendant Recall
Attendant Recall to a VDN is blocked.
nAUDIX Interface
A 
route-to step in a vector may call the AUDIX extension. If a voice port 
can be seized to that adjunct, vector processing is terminated. The 
system sends a message to AUDIX requesting retrieval of messages for 
the originating extension (not the VDN).
AUDIX may also be accessed b y the
 queue-to main split and 
check-backup split commands. Also, the messaging step may use an 
AUDIX hunt group in its operation.
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 d igits. Specifying only the FAC in a
 route-to number command is not 
allowed. The
 route-to step is skipped.
nAutomatic Callback
Automatic Callback cannot be used for calls placed to a VDN.
nAutomatic Call Distribution
Splits/Skills which are not translate d as vector-controlled may use all of the 
existing ACD features. Splits/Skills which are translated as 
vector-controlled lose certain ACD properties.
nAutomatic Incoming Call Disp lay
The information displayed for the current call is replaced by the identity of 
the incoming call. A 
route-to number step in a vector can initiate a call to 
an extension. The name of the originator (or the name of the trunk group) 
and the name of the VDN are d isplayed for that extension.
nAutomatic Message Waiting Notification
The Mess a ge button can specify a VDN. The associated lamp is lit when 
messages are left for that VDN. 
						

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nAutomatic Wakeup
A wakeup call cannot be programmed for a VDN.
nBrid ged Call Ap pearance
VDN extensions cannot be assigned to bridged appearance buttons. A 
route-to command to an extension with bridged appearances updates 
bridged appearance button lamps.
nBusy Verification of Terminals and Trunks
Busy verification of VDNs is denied and intercept tone is returned.
nCall Coverage
A VDN may be administered as the last point in a coverage path.
Vectors and VDNs do not have coverage paths associated with them.
nCall Forwarding
Calls can be forwarded to a VDN. Calls placed by a 
route-to command to 
an extension that has call forwarding activated are forward ed.
An attendant or voice terminal with console permission can 
activate/deactivate call forwarding for a particular extension numb er, TEG, 
or hunt group. However, activation/deactivation of call forwarding for a 
VDN is blocked.
If Call Vectoring is enabled, activation/deactivation of call forwarding for a 
vector-controlled hunt group is blocked. The user receives intercept tone.
nCall Detail Recording (CDR) Account Code Dialing
If a
 route-to number command in a vector specifies an CDR account code, 
vector processing continues at the next step.
nCall Detail Recording (CDR)
The Feature Relate d System Parameters form can b e administered so that 
the VDN extension is used in place of the Hunt Group or Agent extension. 
If administered to do so, this overrides the ‘‘Call to Hunt Group - Record’’ 
option of CDR for Call Vectoring calls.
If a vector interacts with an extension or group that has Call Forwarding All 
Calls active, normal Call Forwarding/CDR interactions a p ply.
For incoming calls to a VDN, the duration of the call is recorded from the 
time answer supervision is returned.
— If answer supervision is returned by the vector (via an 
announcement, collect digits, disc onnect, or wait-time command), 
and the call never goes to another extension, then the VDN 
extension is record ed as the called number in the CDR record.
— If the call terminates to a hunt group, then the VDN, hunt group, or 
agent extension is record ed as the called numb er as per the 
administration described above. 
						

							Feature Descriptions
3-456Issue  3   March 1996 
— If the call terminates to a trunk, then the following two CDR records 
are generate d:
1. An incoming record with the VDN as the called number and 
the duration from the time answer supervision was provided 
to the incoming trunk.
2. An outgoing record containing the incoming trunk 
information as the calling number and the dialed d i gits and 
the outgoing trunk information as the called number.
Outgoing vector calls generate ordinary outgoing CDR records with the 
originating extension as the calling numb er.
No Ineffective Call Attempt records are generated for Call Vectoring
 
route-to 
commands that are unsuccessful.
nCall Park
Calls cannot be parked on a VDN. If the call park access code is dialed 
and a VDN is entered, the user receives intercept tone. If the call park 
answer back access code is dialed and a VDN is entered, the user 
receives intercept tone.
nCMS 
See the se ction in this feature d esc ription entitled ‘‘Call Vectoring and the 
CMS’’ for CMS interactions.
nCall Pickup
A VDN cannot b e a dministered as a member of a pickup group. However, 
a vector call that routes to an extension c an b e picked up, if that extension 
is part of a p ickup group.
nCall Promp ting
Call Promp ting  is administered through Call Vectoring  a dministration. If 
only Call Vectoring is enabled, vectors can be administered using only 
Call Vectoring  commands.  If only Call Promp ting  is enabled, vectors c an 
be a dministered using only Call Promp ting commands, described 
elsewhere in this chapter.  When both features are enabled, all the 
commands associated with vectoring and promp ting are available.
Enabling b oth vectoring and prompting together provides the capability to 
prompt the caller to enter p ertinent d ata while the caller is waiting in queue 
at an ACD split. For example, prompting and vectoring can be used 
together to enhance the message collection capability to provide a caller 
who is waiting in queue at an ACD split with the choice of remaining in 
queue or leaving a message for that sp lit.  In a ddition to queuing, 
vectoring provides the capability to change calling party feed back. In 
a d dition to silence, which both promp ting and vectoring supply, ve ctoring 
can provide ringback or music feedback to the calling party.
The implications of having both features enabled are: