ATT DEFINITY Communications System Generic 3 Instructions Manual

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
3-487
With this type of call, the d estination is alerte d first and the call is then classified 
using Call Classification. The destination can be either a valid switch extension or 
an external number.
It is recommended that trunks with answer supervision be used for 
switch-classified outbound calls. Answer supervision from the network over the 
trunk facility provides an accurate and quick indication of when the far end 
answers.
Answering Machine Detection (AMD)
Answering Machine Detection for Outbound Calls provides Outgoing Call 
Management (OCM) customers the ability to differentiate between calls 
answered by a human (‘‘real’’ voice energy) and calls answered by an answering 
machine.
An ASAI adjunct can request answering machine d etection for a switch classified 
call. When AMD is requested, the reporting of the call outcome is delayed 
because detection of voice energy is no longer sufficient to classify a call. 
Instead, further classification is required to distinguish between a live answer 
and a machine answer.
The range for talk duration is from 0.1 to 5.0 seconds in increments of 0.1. The 
default value is 2.0 seconds. The range for pause duration if from 0.1 to 2.0 
seconds in increments of 0.1. The d efault value is 0.5 seconds. Customers can 
alter the default values to suit their needs. For exam ple, to bias the algorithm so 
that it errors on the side of a line error, the customer could lengthen the call 
duration.
This feature can be disabled on the System-Parameters Customer-Options form.
User-Classified Calls
A ‘‘User-Classified Call’’ is set up by the adjunct on behalf of an originator to an 
internal or external destination. It is a call whose originator is alerted first. Such a 
call is ‘‘user classified’’ b e cause the originator (station user) listens to the call 
origination and network provided tones, determines the call outcome (for 
example, busy, reorder, answered), and decides what to do with the call: allow it 
to continue ringing, drop the call, or sp eak to the destination or answering party.
This type of c all is typically used in ViewFirst or Preview Dialing applications, and 
can also be used to place and conference/transfer a new call with an existing 
call. When priority calling is requested, the destination behaves as specified in 
the Priority  Callin g  feature description later in this chapter.
The adjunct must p rovide the switch with the call destination a d dress and notify 
the switch of whether priority calling is desired. For Third Party Make Calls, the 
adjunct must also provide the originator’s address or extension. Valid originators 
for user classified calls are all voice terminal extensions. Valid destinations are 
either internal or external extensions [including Vector Directory Numbers 
(VDNs)] or external numbers. 
						

							Feature Descriptions
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When initiating user-classified calls, the switch selects an originator’s call 
appearance to set up the call to the destination. If the originator is on-hook, the 
switch takes the station off-hook if it can (for example, speaker users) and 
originates the call. Otherwise, the switch waits five seconds for the originator’s 
station to g o off-hook on a idle call appearance. If the originator is off-hook with a 
dial tone, the switch c ompletes the dialing with the destination digits provided by 
the adjunct.
In the case of an incoming call to a VDN, the Route Select just provides the new 
destination for the call.
Direct-Agent Calls
A ‘‘Direct Agent’’ Call is a special type of ACD call that can be set u p via 
CallVisor ASAI on behalf of any voice terminal user (or VDN caller) to a 
specific 
ACD agent. Such  calls  differ from typical ACD calls in that the agent is specified, 
not selected by the ACD.
NOTE:
This feature is supported through CallVisor ASAI and is not available as a 
feature from the voice terminal.
Direct Agent calls may be used whenever an adjunct or ACD agent decides that 
the caller/customer should talk to a specific ACD agent rather than being put in 
the split queue for an available agent. For instance, in ‘‘adjunct directed’’ call 
routing a p plications, an adjunct routes incoming calls to a VDN to specific 
agents based on agent availability and the call’s DNIS, CPN/BN, Look-Ahead 
Interflow information, or di gits collected via Call Promp ting.
Valid originators for Direct Ag ent Calls are all voice terminal extensions and VDN 
callers.
Valid destinations are the following:
nACD agent extensions logged into an ACD split.
nStation extension of EAS a gent (logged in).
Direct Agent calls are delivered with the highest ACD priority level. That is, 
Direct Agent calls have priority over all non-Direct Agent ACD calls and 
are inserted ahead of all non-Direct Agent calls in the split queue.
NOTE:
A new Direct Call call agent is queued behind previously queued 
Direct Agent calls.
An agent becomes available to receive a Direct Ag ent call by becoming 
available to receive ACD calls in the sp lit or (EAS skill) that the Direct 
Agent call is associated with (that is, going into the ‘‘manual-in’’ or 
‘‘auto-in’’ work mode for the split). When  the direct agent call is delivered 
to the agent and the auto-answer o ption is enabled on the station set, zip 
tone is applied to the agent as for any ACD call. If the station set is  
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
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optioned for manual answering, the call rings the destination agent’s 
station. After disconnecting from a Direct Agent call, the a gent’s work 
mode follows the same rules as if the agent disconnects from any other 
ACD call (refer to the Automatic Call Distribution (ACD) feature 
description earlier is this chapter).
If an agent is not available to receive a Direct Agent call because the 
agent is busy on another ACD call, or is in the ‘‘auxiliary-work’’ or 
‘‘after-c all-work’’ mode for the split associated with the d irect agent call, 
the call queues for the agent on the specified ACD split. Agents are 
notified of queued Direct Agent calls only once for each Direct Agent call 
that queues with either a ring ping (for multifunction sets and on-hook 
analog sets) or a three burst call waiting tone (for analog sets that are 
off-hook and active on a call).
nIf the a gent has an analog set, is off-hook, and not active on a call, 
then the Direct Ag ent call queues without a call warning tone.
nIf the a gent has a multifunction set, the active work mo de button 
lamp, if administered for the set, indicates that a  direct agent call is 
waiting in queue by flashing (fast flutter).
nIf the a gent has an analog set, the three-b urst call waiting tone is 
provided regardless of how the ‘‘Call Waiting In dication’’ option is 
administered for this set.
After a Direct Agent call queues, the switch waits for the a gent to become 
available or until the coverage answer time out limit expires for the destination 
agent. If this timeout value is reached, the call follows the a gent’s coverage p ath. 
(If the adjunct requests that the Direct Agent call b e a priority call, the call does 
not go to coverage and remains queued until the call is delivered to the agent or 
the caller disconnects.)
In the case of a Direct Agent call joining the split queue, the destination agent’s 
auto-in or manual-in button associated with the destination split will flash. 
Flashing will stop when no more Direct Agent calls are in the split queue waiting 
for this agent.
When an agent is logged into multiple splits, then all Direct Agent calls destined 
for the agent are serviced before all non-Direct Agent calls in all sp lits. When 
there is more than one split with Direct Agent calls waiting for the same agent, 
the Direct Agent call with the longest queue waiting time is serviced first.
Direct Ag ent c alls are not included in any of the existing measurements affecting 
queue status displays and buttons. However, such calls are included in CMS 
measurements.
Supervisor Assist Calls
‘‘Supervisor Assist Calls’’ are set u p between an ACD agent’s extension and 
another voice terminal extension (typically a supervisor in the ACD split). This 
feature is used in either ICM or OCM a p plications when an agent, while on the  
						

							Feature Descriptions
3-490Issue  3   March 1996 
phone with a client or when idle, wants to consult with the supervisor. If the agent 
is active on a call, the host ap p lication requests that the call first b e placed on 
hold, then request Supervisor Assist Call. Typically, an agent submits this 
request from a data terminal keyboard. Supervisor Assist Calls are tracked by 
CMS.
Valid originators for Supervisor Assist Calls are voice terminal extensions logg e d 
into an ACD split or EAS skill; valid destinations are internal voice terminal 
extensions.
Third Party Domain (Station/ACD Split) Control 
Capabilities Group
Third Party Domain ACD Split Control capability allows an adjunct to receive 
agent login and logout event reports for a specified ACD split domain.
Third Party Domain Station Control cap a bilities allow the adjunct to control only 
the station extension associated with the domain-control association instead of 
allowing control of all parties (extensions) on a call. With these capabilities, the 
adjunct can:
nControl all calls originating and ending at a station extension
nMonitor all calls only at that specific station
nInitiate outbound calls from the station
NOTE:
The Third Party Domain (Station/ACD Split) Call Control Capability Group 
is a actually a subset of the Call Control Capability Group. For the purpose 
of this document, the Domain (Station/ACD Split) Call Group is treated as a 
separate capability group.
The following capabilities make up the Domain (Station/ACD Split) Call Control 
capabilities:
nInitiating Capabilities:
—Third Party Domain (Station) Control Request 
— Monitors 
(receive event reports) and c ontrol all calls at a s pecified extension. 
After the switch accepts a Third Party Domain Control request from 
the adjunct, the extension is referred to as a controlled extension. 
(Only station extensions can be domain controlled by a CallVisor 
ASAI adjunct.)
—Third Party Domain Control Request for ACD Split Domain 
— 
Re ceives event reports at the specified split domain. The Login and 
Logout Event Reports are available.
nControl Capabilities (Station only): 
						

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—Third Party Answer — ‘‘answers’’ a ringing, bridged, or held call 
present at a station. Answering a ringing, brid ged, or held call 
means to c onnect a call by  forcing the station off hook, if the station 
is on hook, or cutting through the call to the headset or handset, if 
the station is off hook (listening to dial tone or being in the off hook 
idle state).
—Third Party Selective Drop 
— Drops a controlled extension from a 
call.
—Third Party Selective Hold 
— Places the controlled extension on 
hold.
—Third Party Reconnect 
— Reconnects a held call at the controlled 
extension to the controlled extension.
—Third Party Merge 
— Requests that a held call and an active call 
at the controlled extension b e conferenced or transferred.
—Third Party Autodial 
— Originates a call from the controlled 
extension to an internal or external destination.
—Redirect Call — Reroutes a call alerting at a station.
—Send DTMF Signals — Send s a DTMT sequence on behalf of one 
party on an active call.
nTerminating Capabilities (Station/Split):
—Third Party Relinquish Control 
— Stops monitoring and 
controlling the calls at the controlled extension.
—Third Party Domain Control Ended 
— Used by the switch to 
inform an a p plication that domain control association has been 
terminated because the domain was removed or changed to 
become an invalid domain by administration.
nEvent Reporting Capability (Station/Split):
—Event Report 
— Used by the switch to convey call feedback 
(station) and event information in the form of login and logout 
events to the adjunct.
Notification Capabilities Group
Notification capabilities are used to request and terminate event reporting on 
certain calls. The Notification cap a bilities are as follows:
nEvent Notification Request
nEvent Re port
nEvent Notification Cancel 
nEvent Notification Ended
nStop Call Notification 
						

							Feature Descriptions
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An adjunct uses the Event Notification Request function to request notification of 
calls to VDNs and ACD splits. Such splits cannot be vector-controlled or 
adjunct-c ontrolled.
NOTE:
This precludes notification on EAS skills, since the EAS skills are e quivalent 
to vector controlled splits.
In G3V3, up to three adjuncts can request notification on a vector directory 
number (VDN) or split. Once the adjunct requests event notification on a VDN or 
split, the VDN or split is referred to as a ‘‘monitored’’ VDN or split. From this point 
on, any call entering this monitored VDN or split causes the switch to start 
sending call events to the monitoring adjunct, and the call becomes a monitored 
call. The switch continues to send call events on the monitored call until the call 
is disc onnected, dropped, abandoned, or enters another monitored VDN or split.
Call events are sent to the adjunct via the Event Report capability. Call events 
may b e any of the following:
nAlertin g
nTrunk Seized
nCut-through/Progress
nDisconnect/Drop
nQueue d
nBusy/Unavailable
nAnswered
nConnected
nReorder/Denial
nCall Offered to Domain
nCall Originated
nCall Transferred
nCall Conferenced
nCall End e d
nCall Redirected
nHold
nReconnected
NOTE:
See the next table in this section for a listing of the call events that apply to 
each capability group. 
						

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The Stop Call Notification capability stops an adjunct from receiving call events 
for a specific call. The switch no longer sends call events on that call to this 
adjunct. If a call enters another monitored VDN or sp lit after a Stop Call 
Notification request, the switch provides event reports for the call over the newly 
entered monitored VDN or sp lit.
An adjunct can cancel a notification request for all calls within a VDN or ACD with 
the Event  Notification Cancel capability. Call events for a particular VDN or ACD 
split will no longer be provided.
If a switch administration change causes a VDN or ACD split to become invalid, 
the switch informs the adjunct using the Event Notification Ended  capability.
Set Value Capabilities Group
Set Value allows the following items to be set to a specified value. 
nMessage Waiting Lamp
The adjunct uses this capability to set the state of a message waiting 
lamp.
nBilling Rate
The adjunct uses this capability to set the value of a billing change for 
900-typ e c alls.
Value Query Capabilities Group
The ‘‘Value Query’’ capability allows the adjunct to request information from the 
switch about the status or value of switch resources.
The following value queries are supported:
nTime of Day Query — The adjunct asks for the time. The switch response 
contains the year, month, day, hour, minute, and second.
nACD Split Query — The adjunct sends a valid sp lit (or EAS skill) 
extension in a value query message. The switch responds with the 
number of ACD agents available to receive calls in that split or EAS skill, 
the number of calls in queue, and the number of ACD agents logged in.
nTrunk Group Query — The adjunct sends a trunk access code in a value 
query message. The switch responds with the number of idle trunks in the 
trunk group and the number of in-use trunks.
nCall Classifier Query — The adjunct sends a classifier request in a value 
query message. The switch responds with number of idle and in-use call 
classifier ports.
nACD Agent Status Query — The adjunct sends an ACD split (or EAS 
skill) and an agent extension in a value query message. The switch 
responds with the work mode and idle/busy state of the agent. 
						

							Feature Descriptions
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nExtension Query — The adjunct sends an extension number in the value 
query message and the switch responds with the type or class (for 
example, VDN, Hunt Group, EAS skill, Announcement, Voice).
nACD Agent Login — The adjunct sends an ACD split extension and an 
ACD agent login audit flag in a value query message. The switch 
responds with a list that contains the extensions for each agent logged 
into the split.
nCalls Query — The adjunct passes an extension in the value query 
request. The switch resp onds with the call_id(s) for the calls p resent at the 
primary’s extension, and also sends the party_id and party_state (for 
example, alerting, connected, or hold) of that station for each call. 
Ad d itionally, information a bout a maximum of 10 calls present at the 
station is reported back to the adjunct. This query is valid for stations and 
logical agents only.
nStation Status Query — The adjunct uses this query for status 
information on the extension number of the endpoint. The switch responds 
with the talk (idle/busy) state of the voice terminal.
nParty ID Query — The adjunct sends a call_id in a value q uery message. 
The switch responds with the party_id and the extension number for all the 
local parties on the call.
nStation Feature Query — The application passes an extension numb er 
and the feature to the switch. The extension need not be 
domain-c ontrolled, but it must support the particular feature. The  switch 
responds with the state (active/not-active) of the specified feature at the 
specified extension.
The following features may b e queried:
— Message Waiting Indication
— Send All Calls
— Call Forwarding
nBCMS Data Value Query — The ad junct uses this query to retrieve BDMS 
data that was c ollected for a gent, a gent extension, split/skills, trunk group, 
or VDN.
nASAI-Accessed Integrated Directory Database — The application 
passes a target extension to the switch. The switch responds with the 
administere d names associated with the specified extension.
Request Feature Capabilities Group
This capability allows the adjunct to request activation of the following switch 
features.
nACD Agent Login — Log in agent to an ACD sp lit or EAS skill. The 
following parameters are required for this function:
— Logical agent login id (EAS skill only) 
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
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— Login Identifier (password) — any string of length equal to or 
greater than that administered on the switch.
— ACD Split  Extension (or EAS skill)
— Agent Extension (Contains physical extension for EAS agent)
— Mode: After Call Work, Auto-In, Manual-In, Auxiliary Work (optional, 
corresponds to initial work mode; if not specified, the default is 
Auxiliary Work)
nACD Agent Logout — Logout agent from an ACD split. The following 
parameters are required for this function:
— ACD Split  Extension (or EAS skill)
— Agent Extension (p hysical or logical for EAS agent)
nACD Agent Change of Work Mode — Change work mode of ACD or 
EAS a gent to another mo de. The following parameters are required for this 
function:
— ACD Split  Extension
— Agent Extension
— Mode: After Call Work, Auto-In, Manual-In, Auxiliary Work 
(corresponds to new work mode)
NOTE:
Work mo de change ‘‘pending’’ states are not supported by ASAI. 
(For example, if the agent is active on an ACD call and is in Auto-In 
work mo de, a request to place the a gent in After Call Work mo de is 
denied.)
nSend All Calls — A ctivate or cancel Send All Calls at a specific station. 
The adjunct provides the extension where Send All Calls (SAC) is 
activated.
nCall Forwarding — A ctivate or cancel Call Forward ing at a specific 
station. The adjunct provides the ‘‘forwarded from’’ and ‘‘forwarded to’’ 
extensions.
Adjunct-Controlled Splits
The switch may have adjunct-controlled splits. An adjunct-controlled split is an 
ACD split designated as adjunct-controlled via switch administration. An 
adjunct-c ontrolled split has the following properties:
nAn adjunct-controlled split must have an administered controlling adjunct 
(CallVisor ASAI link extension).
nAgent login may only be done by the adjunct via Request Feature 
capabilities.
nAn agent may be logg e d into only one such split at any given time. 
						

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nChange of work mo des may only be done by the adjunct via Request 
Feature capabilities.
nWork mode changes take effect as soon as they are requested and 
processed.
nAgent logout may b e done by the adjunct via Re quest Feature c a pabilities 
or by the agent. When logout is caused by action at the voice terminal, a 
logout event report is sent to the adjunct associated with the sp lit 
(provided domain control has been requested for that split).
nAs long as the corresponding CallVisor ASAI link is up, Agents logged into 
an adjunct-controlled split have their voice terminal locked (all b uttons and 
the touch tone p a d) for the duration of the login. These agents must use 
Call Control and Re quest Feature capabilities to access voice terminal 
calling and ACD support features. (Adjunct-controlled splits cannot 
receive non-adjunct monitored and controlled calls. Non-adjunct 
monitored and controlled calls receive busy tones if they try to terminate at 
such sp lits.)
nAgents logged into adjunct-controlled splits c an only receive calls that are 
monitored (via the Event Notification group) or controlled (via the third 
person Call Control group), primarily ASAI-OCM  calls.
nAn unmonitored or controlled call directed to an adjunct-controlled sp lit 
receives a busy tone.
nA unmonitored or controlled call directed to an agent logg e d into an 
adjunct-c ontrolled split receives a busy tone.
nAgents log ged into an adjunct-controlled split may not make any calls 
from the voice terminal. All telephony functions must be done via third  
party call control.
nAdjunct-controlled splits may not have notification active. A request 
notification for an adjunct-controlled split will be denied.
nAn adjunct-controlled split may be vector-controlled as well.
nWhen an agent is logged into an adjunct-controlled split, all display 
buttons are disabled. The display itself functions normally.
When the CallVisor ASAI link is d own, adjunct-controlled splits behave like 
non-adjunct-controlled sp lits. Agents logged into such splits when the link is 
down have their voice terminals unlocked without being logged out. When the 
CallVisor ASAI link is restored, adjunct controlled splits return to being 
adjunct-c ontrolled, and agent’s voice terminals b e come locked again.
Adjunct-controlled splits may also be vector-controlled. Splits that are b oth 
adjunct-c ontrolled and vector-controlled have all the properties of b oth. Where 
there is a conflict, the more restrictive property a p plies. For examp le, agents 
logged into such a split cannot log into any other sp lit and their voice terminal is 
locked.