ATT DEFINITY Communications System Generic 3 Instructions Manual

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
3-497
An agent cannot be lo g ged into multiple splits if that agent is logged into an 
adjunct-c ontrolled split. Because of the numerous restrictions associated with 
adjunct-c ontrolled splits, the use of such splits should be limited.
Routing Capabilities Group
The routing capabilities allow the switch to request (from the adjunct) routing 
instruction for a call. The adjunct may use incoming call information (such as 
CPN/BN and  DNIS) to route the call to an internal number, external number, a 
split, a VDN, an announcement extension, or a particular agent. The adjunct 
might also determine the best route for the incoming call based on the called 
number, the dialed digits from a call prompter, the customer database, or agent 
availability. Using this information, the adjunct can also provide priority ringing, 
priority queuing, or personalized handling of incoming calls by rerouting the call 
to a VDN or a specific agent. The Routing Capabilities Group requires that Basic 
Call Vectoring be enabled. If digits are collected from the caller, Call Vectoring 
Promp ting must also  be enabled.
The following Routing Capabilities are provided:
nRoute
Adjunct routing is initiated with a Route request which is a message from 
the switch to the adjunct requesting the routing information. The Route 
capability is initiated by the switch when it encounters the ‘‘adjunct 
routing’’ command in a call ve ctor. For details, see the 
DEFINITY 
Communications System Generic 3 Call Vectoring/Expert Agent Selection 
(EAS) Guid e
, 555-230-520.
nMultiple Outstanding Route Requests 
Multiple Outstanding Route Re quests  allows  multiple ASAI route requests 
for the same call to be active at the same time. The route requests can be 
over the same or different ASAI links. The requests are all made from the 
same vector. They must be specified back-to-back, without intermediate 
(wait, announcement, goto, or stop) steps. If the adjunct routing 
commands are not specified back-to-back, current adjunct routing 
functionality a p plies (that is, previous outstanding route requests are 
canceled when an a djunct routing vector step is executed).
The first route select response received by the switch is used as the route 
for the call, and all other route requests for the call are canceled.
nRoute Select
The Route Select capability is sent from the a djunct to the switch in 
response to the Route cap a bility. It provides the switch with the 
destination a ddress where the call will be routed. In ad dition, the adjunct 
can request the switch to route the call as a Direct Agent call and/or a 
priority call. Other options include ASAI-provided  digits, ASAI-requested 
digit collection, and user-to-user information (UUI).
nASAI-Provided Digits  
						

							Feature Descriptions
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The ASAI-Provided Digits feature allows an adjunct to include digits in a 
Route Select capability. These digits are treated as dial-ahead digits for 
the call, which are stored in a dial-ahead digit buffer. They can be 
collected (one at a time or in groups) using the collect digits vector 
command(s).
Although the adjunct can send more than 24 di gits in a Route Select, only 
the first 24 (or 24-x) d i gits are retained as dial-ahead digits. The rest are 
discarded. (The maximum number of dial-ahead digits that can be stored 
in the b uffer is d ependent on the number of digits already collected for the 
call by a previous collect digits command. If x-digits are collected by 
vector processing before executing an adjunct vector command, the 
x-d i gits collected reduces the maximum number of digits that can be 
stored as dial-ahead digits as a result of a Route Select.)
nASAI-Requested Digit Collection 
ASAI-requested digit collection gives an adjunct the ability to request that 
a DTMF tone detector be connected for the purpose of detecting 
user-entered digits. The request is ma de via an option of the Route Select 
message. The  digits collected as a result of this feature are passed to 
ASAI monitoring and/or controlling adjuncts for a ction. The switch handles 
these digits like dial-ahead digits.
These d i gits are not necessarily collected while the call is in vector 
processing. They are sent to an ASAI adjunct, and/or they can b e used b y 
Call Promp ting  features.
nRoute End
The Route End capability is sent by the switch to terminate routing. A call 
that is already routed is not affected by this termination. It contains a 
success or failure indication to indicate if the call was successfully routed.
User-to-User Information (UUI) Transport is also supported.
Maintenance Capabilities Group
The maintenance capabilities are used to disable and enable 
switch-administered alarms for periodic link maintenance and to obtain 
information about the condition of the CallVisor ASAI and the CallVisor ASAI link. 
The following Maintenance Capabilities are provid e d:
nHeartbeat — This capability enables the adjunct or the switch to send an 
application to application message and receive a response in order to 
determine the sanity of the application on the remote en d point.
nSuspend Alarms — This capability enables the adjunct to disable switch 
alarms on an CallVisor ASAI link for maintenance functions.
nResume Alarms — This capability enables the adjunct to resume switch 
alarms on an CallVisor ASAI link. 
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
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CallVisor ASAI Applications
The following examples are a few of the many CallVisor ASAI a p plications:
nData Screen Delivery
The system can pass network information such as CPN/BN, DNIS and 
switch information such as digits collected via the integrated call prompter 
and agent extensions to a host/adjunct if the host/adjunct requests 
notification. The host/adjunct can use this information to automatically 
display the proper data screen.
nData Screen Transfer
The system can notify the host/adjunct of the transferred-to party, if the 
adjunct is monitoring the call. This allows the host/adjunct to transfer the 
data sc reen associated with the call.
nAdjunct Routing
The system can request routing from the host/adjunct. The host/adjunct 
may respond with any valid internal/external number.
nDirect Agent Calling
The host/adjunct may wish to route or transfer (using third party make call) 
a call to a particular agent, yet have this call treate d as an ACD call and 
tracked as an ACD  call by CMS. The Direct Agent Calling function 
provides this treatment.
nSupervisor Assist
The host/a djunct may initiate a call on behalf of an agent to the a gent’s 
supervisor (as defined by the host/adjunct). This  call  is  treated as a 
supervisor assist call b y CMS.
nVoice Processor Integration
The system can send information such as CPN/BN, DNIS, or agent 
selected to the speech processing adjunct(s). The speech processor can 
integrate this information with information the speech processor collects 
and send it on to a host for screen delivery or call routing.
nView First Dialing
The system allows a host/adjunct to p lace a call on behalf of an agent. The 
agent may have previewed a data screen and used the data keyboard to 
tell the host/adjunct to b egin this call.
nAuto Pace Dialing
The system allows a host/adjunct to place several calls on behalf of a 
group of agents. The system classifies the call, sending only answered 
calls to the agents. The system notifies the host/a djunct of each  
						

							Feature Descriptions
3-500Issue  3   March 1996 
classification. Special Network Information Tones are  d etected and may 
be treated as answered or dropped. Answering Machine Detection is 
available with Auto Pace Dialing.
nAgent Work Mode Control
The system allows the host/adjunct to log agents into and out of various 
splits. The system also allows the host/adjunct to change agents’ work 
modes. A supervisor mi ght initiate this type of activity via the host/a djunct 
or the host/a djunct might automatically make a change d ue to work loads.
Considerations
A maximum of eight (four for G3s PBP) CallVisor ASAI links may be a dministered.
NOTE:
The switch d oes not recognize or a ddress CallVisor ASAI messages to/from 
specific applications on an CallVisor ASAI link. Multiple applications may 
exist on the adjunct, but the CallVisor ASAI interface does not address (for 
example) event reports to a specific application; the a djunct has to 
determine which of its applications receives the messages from the switch. 
The switch will, however, send multiple copies of the same event, one for 
each active monitor and controller for a given call or user extension.
— The maximum numb er of simultaneous outstanding route requests p er c all 
is 16.
— The maximum number of pending routing requests on a CallVisor ASAI 
link is 127.
— The maximum number of simultaneous notification requests is 50 for G3s 
PBP, 170 for G3i, 460 for G3rV1, and 3000 for G3rV2.
— The maximum number of active a djunct-controlled c alls is 75 for G3s PBP, 
300 for G3iV1 and G3iV2, and 3000 for G3r.
— The maximum numb er of active Third-Party Domain control stations is 250 
for G3s PBP, 2000 for G3i and 6000 for G3r.
— The system-wide maximum number of monitors per call is 3.
— The system-wide maximum numb er of domain controllers per station 
domain is 2.
— The system-wide maximum numb er of domain controllers per ACD split 
domain is 3.
— The system-wide maximum numb er of call controllers per call is 1.
— The maximum number of simultaneous OCM Predictive Dialing/Auto Pace 
calls in the classification sta ge per system is 20 for G3s, 40 for G3i and 
PBP, and 400 for G3r. After the call is classified as answered, no-answer, 
busy or reorder, the call does not count toward this limit. 
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
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— The maximum number of simultaneous b illing change requests is 25 for 
G3s, 100 for G3i, and 1,000 for G3r.
— The maximum number of simultaneous internally measured d ata queries is 
25 for G3s/G3i and 50 for G3r. 
Feature Initialization and Recovery
The effect of various levels of switch restarting on ASAI links, adjunct-monitored 
calls, adjunct associations and adjunct-controlled agents is detailed below:
nHot Start, Warm Start 
— Normally hot and warm starts do not affect ASAI, since the ASAI 
links will remain up d uring these re-starts. However, such a restart 
causes the PACCON to send a layer@2 inquiry over the ASAI links. 
Normally, the adjunct will reply and the link remains up. If the 
adjunct does not reply, the switch tears down the link and 
unanswered and queued switch classified calls are dropped. The 
PKTINT does not send a layer 2 inquiry over the ASAI links.
During a Warm Start, any buffers that are awaiting transmission are 
discarded by the switch.
nColdstart Level 2 
— All calls are dropped 
— All links (and therefore ASAI/BRI links) are dropped; all active 
associations are cleaned up
— All status data associated with links is initialized
— Agents are logg e d out and voice set locks removed
nColdstart Level 1, Reboot 
In a ddition to the effect sp ecified under Coldstart Level 2,
nAll translation data (link parameters) is initialized. 
NOTE:
SA C   or CFW may b e lost if ‘‘save translations’’ was not done 
b efore Cold 1.
nExtended Reboot
In a ddition to the effect sp ecified under Coldstart Level 1,
nAll initialization will be run twice.
Interactions
The following features and functions interact with the CallVisor ASAI feature.
nAbbreviated Dialing 
						

							Feature Descriptions
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When an agent is logged into an adjunct-controlled ACD split, 
programme d Abbreviated Dialing buttons or feature a ctivation buttons are 
disabled.
Abbreviated Dialing cannot be invoked through a Third Party Call Control 
request.
nAnnouncements
ACD split forced first or second announcements and vector 
announcements do not generate event reports for the adjunct. However, 
nonsplit announcements generate events which are sent to other p arties 
on the call.
Extensions assigned to integrated announcements may not b e domain 
controlled. The Third  Party Auto Dial capability may specify integrated 
announcement extensions as destination endpoints.
nAnswer Detection
CallVisor ASAI switch-classified calls, Answer Detection, and Answering 
Machine Detection share the same set of call classifier ports.
nAnswer Supervision
The “ Answer Supervision Time-Out”  field determines how long the CO 
trunk circuit pack waits b efore sending the (simulated) answer message to 
the software. This is useful when true answer supervision is not available 
on a trunk. This message is used to send call information to CDR to 
generate the ASAI connect event report, and to trigger the bridging of a 
service observer onto an outgoing trunk call. This timer is ignored if the 
trunk receives true answer supervision from the network (the switch uses 
the true answer supervision whenever available). Monitored or controlled 
calls do not change this operation.
With respect to switch-classified calls, when the “ Answer Supervision 
yes/no (y/n)”  field is set to ‘‘no,’’ the switch relies entirely on the call 
classifier to d etermine when the call was answered. When answer 
supervision on the trunk is set to ‘‘yes,’’ a switch-classified call is 
considered answered when the switch software receives the answer 
message from the trunk circuit pack. In reality, switch-classified calls may 
receive either an answer message from the trunk circuit pack or (if this 
never comes) an indication from the classifier that the far end answered. 
In this case, the switch acts on the first indication received and ignores 
any subsequent indications.
nAttendant Auto-Manual Splitting
If an individual attendant receives a call with active d omain-control 
associations and then activates the Attendant Auto-Manual Splitting 
feature, a Hold Event Re port is returned to the associations controlling the 
extensions adjunct.   The next event report sent depends on what button 
the attendant presses on the set (
CANCEL = Reconnect, SPLI T = 
Conference, 
REL EAS E = Transfer).
nAttendant Call Waiting 
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
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Calls that provide event reports over domain-controlled asso ciations and 
are extended by an attendant to a local, busy, single-line voice terminal 
will generate the following event reports:
— Hold - when the incoming call is split away by the attendant
— Connect - when the attendant returns the call
The following events are generated, if the b usy station d oes not accept the 
extend e d call and its returns.
— Alerting - when the call is returned to the attendant
— Connect - when the attendant returns to the call
nAttendant Control of Trunk Group Access
Trunks seize d for switch-classified Third  Party Make Call attempts must 
not have attendant control activated. If they do, such calls are denied.
If the adjunct attemp ts to route a c all to a such a trunk, via adjunct routing, 
the route fails and vector processing for the call is continued.
nAttendant and Attendant Groups
Individual attendants may be parties on adjunct-monitored calls and are 
supported like regular voice terminal users. The attendant group 0 is not 
supported in CallVisor ASAI Call Control requests and Event Reports are 
not provid e d for the attendant group.
nAttendant Timers
Ve ctoring causes all other timers to be ignored.
nAUDIX 
Calls that cover to AUDIX do not maintain a simulated bridge appearance 
on the principal’s station. The principal receives audible alerting followed 
by an interval of coverage response followed by the call dropping from the 
principal’s set. When the principal receives alerting, the Alerting Event 
Report is sent. When the call is dropped from the principal’s set, the Call 
Redirected Event Report is sent to domain controllers for the principal’s 
station. Other monitors and controllers for the redirected call receive a 
Queue or Alerting Event Report for the AUDIX hunt group or port.
nAuthorization Codes
Calls that require authorization codes are not supported for 
switch-classified calls. If the chec k for authorization codes fails, the call 
request is denied.
nAutomatic Callback on Busy/Does Not Answer
Automatic Callback on Busy/Does Not Answer can be activated by a 
controlled station user. The callback appears as an incoming call to the 
domain controller(s) for the station.
Automatic Callback on Busy/Does Not Answer cannot be activated by the 
adjunct over the CallVisor ASAI interface. 
						

							Feature Descriptions
3-504Issue  3   March 1996 
nAutomatic Call Distribution
ACD calls can be adjunct monitored and controlled; ACD agents/stations 
can be domain controlled. CallVisor ASAI does not affect how ACD calls 
are handled by the switch.
An adjunct can monitor (Event Notification) hunt groups administered as 
ACD but not as vector controlled or adjunct controlled. The  switch denies 
Event Notification requests for vector-controlled or adjunct-controlled ACD 
splits including EAS skills.
For every call that enters the ACD sp lit, a Call Offered to Domain Event 
report is p rovided to the ACD split monitor. If the call queues to the s plit, a 
Queue Event  Report is provided. When the call is delivered to an ACD 
agent (zip tone or station alerting), an Alerting Event Report is provided. 
No event report are provided for first or second forced announcements.
ACD is used by OCM predictive dialing a p plications to distribute 
answered outb ound calls. When an ACD sp lit or hunt group is specified as 
the originator of a switch-classified Third  Party Make Call, the switch 
automatically distributes the answered calls to the available agents on the 
specified split. (It is recommended that a gents handling OCM  predictive 
dialing calls be administered as automatic answer with zip tone.)
nAutomatic Route Selection (ARS) and Automatic Alternate Routing 
(AAR)
The ARS and  AAR features are accessible by CallVisor ASAI adjuncts 
through Third Party Make Call requests.
When ARS/AAR is used, if the adjunct wants to obtain trunk availability 
information, it must query the switch about all trunk groups in the ARS 
partition d e dicated for that application/adjunct. The a djunct may not use 
the ARS/AAR code in the query to obtain trunk availability information.
When using ARS/AAR, the switch does not inform the adjunct which 
particular trunk group was selected for a given call.
Care must b e g iven to the proper administration of this feature, p articularly 
the FRLs. If these are not properly assigned, it is possible that calls will be 
denied regardless of trunk availability.
If required by switch administration, the a djunct must include the leading 
‘‘1’’ in the destination numb er of Third Party Make Call, Third Party Auto 
Dial, and Route Select requests for long distance calls. (The switch 
deletes the leading ‘‘1’’ if switch administration indicates that it is not 
needed.)
nBridging
Direct Agent calls to an agent behave like regular ACD calls and do not 
alert bridged users of the agent’s extension. Monitored or controlled calls 
delivered to stations with bridged ap pearances provide an Alerting Event 
Report for the principal and for every alerted bridge appearance. A 
Connected Event Report is sent every time the principal or a bridged user 
connects to the call. Unless the complete bridge is dropped from the call,  
						

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no Event Re ports are provided when the principal or a brid ge user 
disconnects from the call. The switch provides a Drop Event Re port when 
the complete bridge is disconnected.
Third party make calls delivered as non-ACD calls can alert bridging 
users. Appropriate events are sent for each brid ging user and principal. 
However, Third Party Selective Hold, Third Party Merge, Third  Party 
Reconnect, and Third Party Selective Drop are not permitted on parties in 
the bridged state.
nBusy Verification of Terminals
A Connected Event Re port  is provided when the verifying user is bridged 
onto a monitored or controlled call.
A Dropped Event Report is provid e d for the verifying user when the user 
completes the busy verification.
nCall Coverage
Monitored or controlled calls generate an Alerting Event Re port for each 
coverage endpoint that is alerted.
Switch-classified calls delivered to a local (on switch) destination are not 
allowed to go to coverage and remain alerting on the principal destination, 
even if the coverage criteria is met. Switch classified c alls delivered to the 
originator of the call are allowed to go to coverage (either for the sp lit or 
the voice terminal) provided the coverage criteria are met.
Direct Agent Calls follow the agent’s coverage path rather than the sp lit’s 
coverage path.
If an adjunct-monitored call goes to coverage and is answered or picked 
up using the Call Pickup feature, the switch sends events to the adjunct.
nCall Forwarding
Monitored or controlled calls (except for the destination of a switch 
classified call) may be forwarded, even when Priority Calling is specified, 
provided the forwarding criteria are met.
Direct Agent calls will forward if the  destination split has call forwarding 
activated. After a Direct Agent call successfully terminates to the 
destination split, the call is forwarded if the  destination agent has call 
forward ing activate d.
If any monitored or controlled call is forward ed and is answered or picked 
up using the Call Pickup feature, then the switch sends an Alerting and 
Connected event to the adjunct with the actual party extension that was 
connected. If the call is forwarded off-premises via a non-PRI trunk, a 
‘‘trunk seized’’ event is sent.
Forwarded monitored or controlled calls (including Direct Agent calls) are 
treate d like regular ACD calls when offered to a split. They are treated like 
non-ACD calls when offered directly to a voice terminal user. When an  
						

							Feature Descriptions
3-506Issue  3   March 1996 
adjunct-monitored call gets forwarded to an internal destination, an 
alerting event is sent for the forwarded-to station. No alerting event is sent 
for the principal.
Switch-classified calls offered to destinations with Call Forwarding active 
remain at the d estination. Switch-classified calls offered to originators with 
Call Forwarding active are forwarded.
Adjuncts may activate call forward ing for an EAS agent logical identifier.
nCall Park
A call parked at a station using the transfer o peration (switchhook flashes, 
Transfer b utton, Call Park button, or attendant or code calling access), 
causes the switch to report a Call Transferred Event Re port for the call. If 
the call is parked using a conference operation (Conference button), the 
switch reports a Call Conferenced Event Re port for the call. The 
‘‘transferred to’’ extension p rovid e d in the Event Re port is the extension 
where the call is parked. When a user or the attendant ‘‘unparks’’ the call, 
a Connected Event Report is generated for the call.
nCall Pickup
A monitored or controlled call alerting a member of a Call Pickup group 
generates a single Alerting Event  Report for the alerting memb er.
When the call is answered using Call Pickup, the switch provides a 
Connected Event Report that includes the extension of the answering 
station in the ‘‘Connected Number” field.
The domain controller(s) of principal’s station does not receive any 
subsequent events for the call until the principal connects to the call or the 
call is dropped from the station.
An attempt to pick up a switch-classified call alerting a destination station 
is denied by the switch. Pick up of a switch classified call alerting an 
agent’s station (originator) is allowed.
nCall Prompting
Up to 24 digits collected from the last collect digit vector command are 
passed to the adjunct in the Call Offered to Domain Event Report and the 
Route capability. CallVisor switch classified calls and Call Prompting use 
the same call classifier ports.
A maximum of 80 for G3i, and 400 for G3r call classifier p orts are available 
for Call Promp ting, of which 40 for G3s PBP and G3i, and 400 for G3r, are 
available for switch-classified calls. The rest of the p orts are available for 
Call Promp ting .
nCall Vectoring
An adjunct can only monitor (Event Notification) Vector Directory Numbers 
(VDNs) associated with Call Vectoring. Direct monitoring of call vectors is 
not allowed.