ATT DEFINITY Communications System Generic 3 Instructions Manual

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
3-507
An event notification request for a vector-controlled ACD split extension is 
denied.
A Call Offered to Domain Event Re port  is  provided to a VDN monitor for 
every call that enters a vector via the monitored VDN.
A Queue Event Re port  is provided every time a monitored call 
successfully queues to a split, via queue to main, check backup, or 
messaging split vector commands. Ad ditional queue events are provided 
for the same split when queuing to the same split with a different priority.
The Alerting Event report provides an indication that the call has been 
delivered to an agent and dequeued from all splits to which calls have 
been queued. A specific cause value is provided if the call alerts a 
converse agent.
A Busy Event Report for the call is sent when a busy vector command is 
encountered.
Direct Agent calls are not included or counted as part of the conditional 
threshold checks (for example, oldest call waiting or numb er of calls in 
queue) of the call vectoring commands (for example, Check Backup Split 
and Goto Step).
Third Party Make Call requests cannot have a VDN as the originator unless 
EAS is enabled.
A vector-controlled split could b e adjunct-controlled as well. If it is, the 
more restrictive properties of each apply.
A vector-controlled split is not mapped to an adjunct via administration, 
unless it is also adjunct-controlled.
A vector-controlled split (including an EAS skill) cannot be monitored. An 
event notification request for a vector-controlled split is denied.
VDN Return Destination does not take effect if the c all has Flexible Billing. 
(If all parties but the calling party drop from a call with Flexible Billing and 
VDN Return Destination, the call is drop ped .
nCall Waiting
The Call Waiting tone is used to alert an analog user when a Direct Agent 
call is waiting.
nCDR 
Calls originated by the adjunct via the Third Party Auto Dial cap a bility or 
Third Party Make Call cap a bility are marked with the condition c o de ‘‘B.’’ 
Adjunct originated calls include calls originated by forcing the user 
off-hook after a Third Party Auto Dial request or Third Party Make Call 
request; calls originated by the user going off-hook and then requesting 
Third Party Auto Dial or Third Party Make Call.
Calls originated manually from a d omain-controlled station are not marked 
with condition code ‘‘B.’’ 
						

							Feature Descriptions
3-508Issue  3   March 1996 
Starting with G3V4, for externally directed calls, the CDR record shows the 
redirected-to numb er as the called number and the redirected extension 
as the calling number.
nClass of Restriction (COR)
Third Party Make Call attempts are placed using the originator’s COR 
(voice terminal’s or split’s). The COR associated with the adjunct’s link is 
not used at all.
For switch-c lassified calls, if the destination’s COR check fails, the call is 
dropped. COR checking is not done for the originator of a 
switch-classified call.
A “Direct Agent Callin g”  field on the Class of Restriction form indicates 
whether the user can originate and receive Direct Agent calls. If either the 
originating or the destination p arty of a Direct Agent call does not have the 
proper COR, the call is denied.
In the case of adjunct routing, the COR of the associated VDN is used for 
calling party restriction checks.
nConference/Transfer
When an agent is logged into an adjunct-controlled split, Conference and 
Transfer can only b e done via the a gent’s data terminal, since the voice 
terminal is locked.
A voice station user is allowed to transfer or conference 
monitored/controlled calls at their voice station using the switchhook 
flashes or the Conference and Transfer buttons. The switch reports the 
first switchhook flash or push of the Transfer or Conference button as a 
Hold Event Report. When the conference or transfer operation completes 
(second push of the Transfer or Conference b utton), the switch provides a 
Call Conferenced or Call Transferred Event  Report containing a list of 
parties active on the call.
nConsult
When the c overing user presses the Conference or Transfer feature b utton 
and receives dial tone, a Hold Event Report is returned to all adjuncts 
monitoring or controlling the call. The a djunct controlling the covering 
user’s station receives a Call Initiated event when the covering user listens 
to dial tone after pressing the Conference of Transfer b utton.
A Call Initiated Event Report is then returned to the covering user’s 
adjuncts. After the Consult button is pressed by the covering user, 
Alerting and Connected Event Re ports are returned to the principal’s and 
covering user’s a djuncts. The covering user can then conference or 
transfer the call.
nCoverage 
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
3-509
Coverage timer. When a call is redirected, the coverage time for the 
principal’s party is restarte d. Thus, a call may go to coverage (principal’s) 
after being redirected.
Don’t Answer Coverage (DAC) timer. If the DAC timer is assigned to the 
agent receiving a Direct Agent call, and the call is redirected, the DAC 
timer is cancelled. It is reset to the original value later.
Redirection and Coverage Calls. If a call is alerting at the coverage point 
and the alerting station is a station extension, the call may be redirected 
via the Redirect Alerting Call feature,  provided the request specifies the 
alerting extension, not the principal.
Redirection and Caller Response Interval (CRI). If a call is redirected from 
the principal d uring the CRI, the CRI timer is cancelled. The call then won’t 
go to coverag e unless the new d estination doesn’t answer.
Coverage/Redirection Tone. When a call is redirected, a redirection tone 
is not played.
nDistributed Communication Systems (DCS)
Direct Agent calls cannot be ma de over a DCS link. The destination on a 
Direct Agent call must be an internal ACD a gent extension.
Third Party Make Call, Third Party Auto Dial, and Route Select requests 
(excluding Direct Agent and switch-classified calls) can be placed over a 
DCS network. They are treated like off-switch calls.
CPN/BN is usually not provided unless the call is originated from within the 
DCS network. When provided, it is the transparent DCS extension of the 
originator.
nDo Not Disturb
Activation of this feature by an ACD agent only blocks personal calls from 
terminating at the agent’s voice terminal. ACD calls (including Direct 
Agent and Switch-Classified) are still d elivered to the ACD agent when 
this feature is activated.
nDrop Button Operation
The operation of this b utton is not changed with CallVisor ASAI.
When Drop is pushed by one party in a two-party call, the 
Disconnect/Drop Event Report is sent with the extension of the p arty that 
pushed button. The originating party receives dial tone and the Call 
Initiated Event Re port is reported on its domain-c ontroller.
When Drop is pushed by the controlling party in a conference, the 
Disconnect/Drop Event Report is sent with the extension of the p arty who 
was dropped off the call. This might be a station extension or a group 
extension. A group extension is provided in situations when the last a dd e d 
party to a conference was a group (for example, TEG, sp lit, and 
announcement) and Drop was used while the group extension was still  
						

							Feature Descriptions
3-510Issue  3   March 1996 
alerting (or was busy). Since the controlling party does not receive dial 
tone (it’s still connected to the conference), no Call Initiated Event Re port 
is reported in this case.
nExpert Agent Selection (EAS)
For G3V2 only, EAS allows incoming calls to be routed to specialized 
groups of agents within a larg er pool of agents. With EAS, a set of skills 
are assigned to ACD agents based on their login identifiers (LoginIDs) 
and to incoming calls based on the vector directory number (VDN) 
associated with the calls. Incoming calls are d elivered to the appropriate 
agent by matching the call’s assigned skills and the agent’s skills.
When EAS is enabled all ACD hunt groups become Skill hunt groups and 
all ACD agents become logical agents.
Also for G3V2, two types of direct agents are sup p orte d:
— Physical Direct Agent Calls
Physical direct agent call are always available independently of 
EAS. These calls can only be originated by an ASAI adjunct.
— Logical Direct Agent Calls
Logical Direct agent calls are only available when EAS is enabled. 
Logical direct agent calls can be adjunct initiate d or voice terminal 
initiate d and must be allowed by the originating and destination 
stations’ class or restriction (COR).   Otherwise the call is treated as 
a personal call to the specified agent.
nExpansion Port Network (EPN)
The Expansion Interface (EI) board makes it possible for CallVisor ASAIs 
to terminate on an EPN as well as the Primary Port Network (PPN).  
It is recommended that any CallVisor ASAIs that are critical to your 
company’s business terminate on the PPN to enable the CallVisor ASAI to 
remain operational in the event of a fiber link or EI failure. Further, 
resources that are used by a critical CallVisor ASAI adjunct such as 
classifiers, trunks, announcements, and agent ports should also home on 
the PPN for the following reasons:
— To keep these resources in service in the event of a fiber link or EI 
failure; and
— To minimize the amount of cross carrier traffic that could degrade 
CallVisor ASAI response time and system p erformance.
nForced Entry of Account Codes
Switch-Classified Call attempts to trunk groups with Forced Entry of 
Account Codes are denied. Ag ents logg e d into Adjunct-controlled splits 
cannot enter account codes from their voice station.
nHold 
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
3-511
When an agent is logged into an adjunct-controlled split, Hold can be 
invoked only from the agent’s data terminal. The adjunct must b e able to 
invoke Third Party Selective Hold on behalf of a party. This party cannot 
be an attendant, trunk, announcement, vector, or split.
When the voice terminal is not locked, and the user has a monitored or 
controlled call at the voice terminal, the user may place the call on hold 
and reconnect it to the voice terminal any number of times. A hold event is 
reported for calls placed on hold either via switch-hook flash, hold button, 
or conference/transfer button. 
						

							Feature Descriptions
3-512Issue  3   March 1996 
nHot Line
A Third Party Make Call request made on behalf of a voice terminal that 
has this feature a dministered is denied.
nHunt Groups
Event notification requests are not allowed for hunt g roups (other than 
ACD splits). Therefore, the call offered event is never sent for hunt g roups. 
However, the queued event is sent for hunt groups when an 
adjunct-monitored call queues at a hunt group.
nInterflow
When a monitored or controlled call interflows to another switch, adjunct 
notification ceases except for trunk events (for example, Trunk Seized or 
Drop).
nIntraflow
Direct Agent calls do not intraflow since they follow the agent’s coverage 
path, rather than the sp lit’s.
nISDN 
The Third Party Auto Dial calls follow ISDN rules for the originator’s name 
and number. The Call Initiated Event Re port is not sent for 
en-bloc BRI 
sets.
nISDN-PRI Facilities
ISDN-PRI Facilities may b e used by either inbound or outbound adjunct 
monitored or controlled calls.
An incoming call over an ISDN-PRI facility (if so provisioned by the 
network) p rovides the calling and c alled party information which is passed 
to the adjunct in the Event Re port and Route capabilities.
An outgoing call over an ISDN-PRI facility provides call feedback events 
from the network (Cut-through, Alerting, and Connected). Trunk Seized 
Event Re port is not provid e d for outgoing calls using ISDN-PRI facilities.
Switch-Classified calls always use a call classifier on ISDN-PRI facilities 
whether the call is interworked or not.
nLast Number Dialed
The destination number of Third Party Make Call and Third Party Auto Dial 
requests (except switch-classified call requests) is recognized as the last 
number dialed for the originator of the adjunct controlled call. A user 
pushing the last number dialed button originates a call to the number last 
dialed on its behalf through a Third Party Make Call or Third Party Auto 
Dial attemp t. A call originate d in this fashion is not adjunct-monitored.
nLookahead Interflow
For the receiving PBX, the Lookahead interflow information element 
passed in the ISDN message is included in all subsequent call offered 
Event Re port  and Route capabilities for the call when the information  
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
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exists. This information  element includes ANI information, if available, the 
originally called VDN, but does not include any digits collected via call 
prompting at the original switch.
nMultiple Split Queuing
When a call is queued in multiple splits/skill hunt groups, the ‘‘Party ID 
Query’’ provides, in a d dition to the originator, only one of the s plit/skill hunt 
group extensions in the party list. When the call is d e queued, the Alerting 
Event Re port provides the split/skill hunt group extension of the alerting 
agent. There are no other events provided for the s plits from which the call 
was removed.
A Queued Event Report is p rovided every time a monitored or controlled 
call is queued to a split, or when the call requeues to the same sp lit at a 
different p riority.
nMusic-On-Hold
Music-on-Hold (if administered and available) is provided to a call placed 
on hold via the Third Party Selective Hold capability.
nNight Service
A controlled station can be a night service station. Direct Ag ent calls 
directed to an agent on a split with night service activated redirect to the 
night service extension, even if priority calling is requested.
Switch-Classified calls delivered to an originating split with night service 
activated, redirect to the night service extension.
nPersonal Central Office Line (PCOL)
Members of a PCOL may b e domain-controlled. PCOL b ehaves like 
bridging for the purpose of CallVisor ASAI event reporting. When a call is 
placed to a PCOL group, the Alerting Event  Report  is  provided to each 
member’s domain-controller(s). The  called  number  information p assed in 
the alerting message is the default station characters. When one of the 
members answers the incoming call, the Connected Event Report is 
provided with the station which answered the call. If another members 
connects to the call, another Connected Event Report is provided. When a 
member goes ‘‘on hook’’ but the PCOL itself does not drop from the call, 
no event is sent b ut the state of that party changes from the connected 
state to the b rid ged state. The Disconnect/Drop Event Re port is not sent to 
each member’s domain-controller(s) until the entire PCOL drops from the 
call as opposed to an individual member going on hook.
Members that are not connected to the call while the call is connected to 
another PCOL member are in the bridged state. When the only connected 
member of the PCOL transitions to the held state, the state for all members 
of the PCOL changes to the held state even if they were previously in the 
bridged state. There is no event sent to the bridged user 
domain-c ontroller(s) for this transition. 
						

							Feature Descriptions
3-514Issue  3   March 1996 
All memb ers of the PCOL may be individually domain-controlled. Each 
receives appropriate events as applicable to the controlled station. Third 
Party Call Control requests are not recommended. 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 and may 
also be more restrictive if the exclusion option is in effect from a station 
associated with the PCOL.
A Third Party Auto Dial or Third Party Make Call originate at the primary 
extension number of a user. For a call to originate at the PCOL call 
appearance of a primary extension, that user must be off hook at that call 
appearance when the request is received.
If a Party Query ID is requested while the PCOL is alerting or on hold, one 
party member is reported for the group with the extension number 
specified as the default extension.
If a Calls Query is requested on an extension while the PCOL call is active, 
only one call appearance is associated with the particular call identifier.
nPriority Calling
Third Party Make Call, Third  Party Auto Dial, and Route Select calls c an b e 
requested as priority calls. If they are, the priority Call Coverage and 
alerting rules a pply.
Direct Agent calls can also have priority calling. In this case, the call 
follows priority call rules for delivery to the destination. That is, calls are 
delivered with three b ursts of distinctive ringing, and do not go to the 
covering point for Call Coverage or Send All Calls.
nPrivacy-Manual Exclusion
Event Re ports are not provid e d to the a djunct when the station user 
activates Privac y-Manual Exclusion causing other bridged users to be 
dropped from the call (go to the bridged state). Bridged users that are not 
allowed to brid ge into an existing call because the user has activate 
Privacy-Manual Exc lusion cannot be bridged into the call using Third  Party 
Control capabilities (like Third Party Answer or Third Party Reconnect).
nQueue Status Indications
Direct Agent calls are not included or counted in any Queue Status 
Indications.
nQueuing
Direct Agent calls have priority over all non-Direct Agent calls in the split 
queue. Each Direct Agent call occupies a queue slot from the maximum 
length queue administered on the Hunt Group form.
nRingback Queuing
Calls originated via Third Party Make Call or Third Party Auto Dial requests 
to a trunk supporting Ringback Queuing or routing are not allowed to 
queue and a busy/reorder tone is provided to the caller. 
						

							CallVisor Adjunct/Switch Ap plications Interface (ASAI)
Issue  3   March 1996
3-515
nRedirection On No Answer (RONA)
An ACD call delivered to an agent is redirected when a ‘‘no answer’’ 
time-out limit is reached. In this case:
— If the call requeues to the sp lit a Queued Event Report is 
generated.
— If the call is delivered to another agent, an Alerting Event Re port  is 
generated.
— If the call cannot be requeued, the caller continues to listen to 
ringback and an Event Report is not generated.
— Starting with G3V4, when a call is redirected from an agent with 
RONA active, prior to the RONA timer expiry, the RONA timer is 
cancelled.
nSend All Calls
If the d estination agent has Send All Calls activated, then Direct Ag ent 
calls go to the agent’s coverage path.
If priority calling is used, then the Direct Agent call does not go to the 
agent’s coverage path and remains in the queue.
Send All Calls can be activated/deactivated either manually or via the 
Request Feature cap a bility.
nService Observing
Service Observing may only be initiated from the observer’s voice 
terminal. Any type of monitored or controlled c all may b e service observed 
as long as the service observing criteria are met.
For a switch-classified call, the o bserver is bridged onto the connection 
when the call is given to the monitored agent. The observer receives the 
warning tone after the bridging is complete (provided the warning tone 
option is administered).
For a user-classified call, the observer is bridged onto the connection 
when the d estination answers. When the d estination is a trunk with answer 
supervision, the observer is bridged onto the call when actual far-end 
answer occurs. When the destination is a trunk without answer 
supervision, the observer is bridged onto the call after the trunk answer 
supervision time-out event.
nSingle-Digit Dialing And Mixed Station Numbering
A call routed using the Route Select capability or initiated using the Third 
Party Make Call or Third Party Auto Dial c a pabilities is p ermitted to use 
single digit dialing.
nSingle-Line Voice Terminals
If a single-line voice terminal user (with Automatic Answer) is lo g ged into 
an adjunct-controlled split and the user goes on-hook, the user is logg e d 
out (regardless of the work mode). 
						

							Feature Descriptions
3-516Issue  3   March 1996 
For regular stations or ACD agents, third party call control may be used in 
conjunction with switch-hook flash operations. Appropriate events are 
reported. For simplicity, it is recommended that third party operations 
should not be intermixed with manual ones.
If a user-classified call is placed on behalf of a single-line voice terminal 
user, the user must either be off-hook (and not busy on a call), or go 
off-hook within five seconds of the call setup request. Otherwise, the call 
origination fails.
nSubnet Trunking
Third Party Auto Dial Adjunct monitored or controlled calls are allowed to 
use Subnet Trunking.
nSupervisor Assistance
This feature can be accessed in the conventional way from the voice 
terminal if the voice terminal is not locked. In this case, the call is placed to 
the switch-administered sp lit supervisor.
If the voice terminal is locked (under adjunct c ontrol), this feature may only 
be accessed via the adjunct. This feature may also b e accessed via the 
adjunct for voice terminals that are not locked.
nTemporary Bridged Appearances
The o peration of this feature has not c hanged with CallVisor ASAI. There is 
no event provid e d when a temporary bridged appearance is created at a 
multifunction set. If the user is connected to the call (becomes active on 
such an ap pearance), the Connected Event Re port  is  provided. If a user 
goes on hook after having been connected on such an appearance, a 
Disconnect/Drop Event Report is generated for the disconnected 
extension (bridged appearance).
If the call is dropped from the temporary brid ged appearance by 
someone else, a Disconnect/Drop Event Report is also p rovided.
Temporary bridged appearances are not supported with analog sets. 
Analog sets get the Call Redirected Event Report when such an 
appearance would normally be created for a multifunction set.
The call state provided to queries on extensions with temporary bridged 
appearances are bridged if the extension is not active on the call or 
connected if the extension is active on the call.
The Third Party  Selective Drop request is denied for a temporary brid ged 
appearance which is not connected on the call.
Starting with G3V4, temporary bridged appearances are not maintained at 
a redire cting extension after the call has disconnected.
nTerminating Extension Group
Members of a TEG may be domain controlled. A TEG behaves similarly to 
bridging for the purpose of CallVisor ASAI event reporting. If controlled 
stations are memb ers of a terminating group, an incoming call to the