ATT DEFINITY Communications System Generic 3 Instructions Manual

							Expert Agent Selection (EAS)
Issue  3   March 1996
3-717
nCall Pickup
Skill hunt group extensions and EAS Login ID extensions cannot be 
members of a call pickup group.
nCall Vectorin g
The ‘‘goto vector’’ command carries the current VDN’s VDN Skills to the 
new vector. ‘‘route-to’’ vector which routes a call to another VDN uses the 
VDN Skills of the new VDN if VDN  override is set on the current VDN.   If 
VDN override is not set, the ‘‘original’’ Skills are used after a ‘‘Route to 
Vector’’ step to a VDN is executed.
‘‘Route-to’’ vector command with an EAS Login ID as  the route to 
destination is treated as a Direct Ag ent call if the VDN and agent have the 
COR and the ‘‘Direct Ag ent’’ field is set to ‘‘y’’.
The same vector can be used for many VDNs since the  vector specifies 
the  algorithm for c all delivery, and the VDNs  sup p ly the Skills to use when 
selecting an agent.
In the same way as for vector-controlled sp lits, a “queue-to main” 
“check-backup vector” command step associated with a skill hunt group 
is skip ped and the next step is processed if any of the following conditions 
are true (where the term ‘‘Skill’’ a p plies to b oth a VDN Skill and an A gent 
Skill):
— The Skill hunt group queue associated with the desired ‘‘Skill’’ is full
— The Skill hunt group associated with the d esired ‘‘Skill’’ is not 
vector-controlled
— The call is already queued to the Skill hunt group at the specified 
priority level
— The call has already queued to three different Skill hunt groups
— The Skill hunt group associated with a desired ‘‘Skill’’ has no queue 
administered for it, and no agents are available in that Skill hunt 
group
— A certain VDN Skill level (for example, 1st, 2nd, 3rd ) is specified in 
the vector command, and no VDN Skill is administered for that level
nClass of Restriction
Skill hunt groups d o have a class of restriction.  This is used if the Skill hunt 
group extension is called directly.
The COR for an EAS a gent Login ID  overrides the physical extension’s 
COR of the voice terminal an EAS agent logs into.
nClass of Service
EAS agents d o not have a COS associated with their  Login ID.   Therefore, 
the COS of the voice terminal is not affected when an EAS agent logs into 
that terminal. 
						

							Feature Descriptions
3-718Issue  3   March 1996 
nDirect Agent Calling
If a called EAS Ag ent Login ID and the call originator (extension or trunk) 
both have a COR that allows Direct Agent calls, the call to the Login ID is 
treate d as  a Direct Agent call.  Calls to the voice terminal extension  
where an EAS agent is logged in are treated as personal (non-ACD) calls.
nDisplays - Voice Terminal
When an EAS a gent logs in, the display for  originators who call the Login 
ID shows the Login ID and agent name (as administered via the Ag ent 
Login ID form). Calls that the agent originates show the Ag ent Login ID 
and agent name at the receiving terminal’s display. However, with G3V4 
and later releases, the user can display the name of the p hysical terminal 
where the EAS agent is logged in. The user must be active on a call with 
the agent, and must have a terminal with an alphanumeric display and an 
inspect button. When the inspect b utton is pressed during a call to or from 
the EAS agent, the physical terminal name of the agent is displayed.
Calls to the physical extension show the physical extension’s number and 
name on the originator’s display.
nLook Ahead Interflow
Skills are not sent to another ACD/PBX when a call interflows using Look 
Ahead Interflow.  If Skills have the same meaning on both ACDs, then a 
Look Ahead Interflow command to a VDN with the same Skills assigned 
can provide a mapping of the Skills.
nMultiple Split Queuin g
When EAS is enabled, the Multiple Split  Queuing feature is  referred to 
Multiple Skill Queuing, which has the same functionality.
nQueue Status  Indications
Physical extensions can be administered with Queue Status Indicator 
buttons and lamps for Skill hunt groups which operate in the same manner 
as split Queue Status Indicators for traditional ACD splits.  Queue Status 
Indicators can be administered for all Skills needed by agents  using that 
physical extension, given that enough buttons are available.
nService Observing
The Service Observing feature is activated in the  EAS environment by 
dialing the physical extension of the terminal where a  EAS agent is 
logged in, not the Login ID of an agent.
nVDN Override
If VDN override is set on the ‘‘original’’ VDN, then the VDN Skills of the new 
VDN are used. If VDN override is not set, then the VDN Skills of the 
‘‘original’’ VDN are used. 
						

							Expert Agent Selection (EAS)
Issue  3   March 1996
3-719
Administration
EAS is an optional feature. EAS is also a feature-related parameter that must be 
enabled.  Once EAS is optioned, most of the EAS related a dministration can be 
done prior to enabling the feature.  EAS requires that “ Call Vectoring”  and “ ACD 
System Parameter/Customer-Options” fields be set to ‘‘y.’’
System Parameters
A new system p arameter indicates the minimum number of d igits required for the 
agents’ password.  Valid entry are 0 through 9. Also, the system parameter for 
‘‘Automatic Call Distribution (ACD)  Log-in Identification Length’’ is removed 
when EAS is enabled. These parameters appear on Page 4 of the 
Feature-Related Parameters form.
Logical Agent
EAS agent Login IDs are a dministered as part of the station  numbering plan and 
are administered using the Agent Login ID form as extensions without hardware.
In a ddition, the following is administered for EAS
nLogin ID 
nName 
nCOR 
nCoverage path
nSecurity code (for AP demand printer)
nAuto-avail split and AUDIX information
nPassword (this field is not visible)
nISDN Caller Display 
nUp to four Ag ent Skills
If the maximum numb er of agents are already administered as internally 
measured, or the maximum number of agents are already administered, then an 
error is given. If the extension corresponding to the Login ID has already been 
assigned, an error is displayed.
If the password is fewer digits than the system parameter or  contains 
non-numeric characters, then an error message is displayed.
Station Administration
On the Station form with the EAS featured optioned,  when a work-mo de button is  
selected, no ‘‘Gp’’ information can be  entered. The assist and queue status 
buttons require that ‘‘Group’’ be entered. 
						

							Feature Descriptions
3-720Issue  3   March 1996 
VDN Administration
The VDN Skill preferences for handling a particular call type is administered on a 
per-VDN basis. Up to three VDN Skills can be administered for each VDN. The 
first, second, and third VDN Skills can be considered as the primary, secondary, 
and tertiary Skills  resp ectively  required for handling the   call. All of the VDN Skills 
on the VDN form are optional. For example, only the first and third, or only the 
second and third VDN Skills might be assigned. Also, for example, if a vector 
encounters ‘‘Queue-To-Main-Skill 2nd’’ command, and no second VDN Skill is 
administered to the VDN, the step is skipped.
Vector Administration
Vector commands “queue-to main split” and “check-backup split” are changed 
to Queue-to-Main-Skill and  Check-Backup-Skill when the EAS o ption is set to ‘‘y’’. 
These two queuing vector commands allow q ueuing the caller using the VDN 
Skills by administering ‘‘1st,’’‘‘2nd,’’ or ‘‘3rd’’ in the “Skill Number”  field. These two 
queuing vector commands also allow a specific Skill num ber (1 through 255) to 
be entered in the “Skill Numb er”  field . Also, the “check-backup skill” step 
supports all of the existing conditional checking (for example, available agents, 
staffed agents, oldest call,  number of queued calls) for a Skill Hunt Group. Also 
the conditional checks for ‘‘goto’’ and the ‘‘messaging’’ command use the term 
‘‘Skill’’ instead of split and allow entering values first, second, or third  as well as 
the specific Skill numb er.
Hardware and Software Requirements
No new or changed hardware is required for the Expert Ag ent Selection (EAS) 
feature. This feature requires the a p propriate call center package, but places no 
limitations on the type of voice terminals that can be used. 
						

							Extended Trunk Access
Issue  3   March 1996
3-721
Extended Trunk Access
Feature Availability
This feature is available with Generic 3rV1 and all Generic V2 and later releases. 
Description
Extended Trunk Access (ETA) is a software feature that provides a mechanism 
for routing c alls that are not defined either in the first or second digit tables or the 
feature/trunk access c o de ta bles. This feature makes use of an ETA routing 
pattern and/or an ETA node number for determining how to route an unidentified 
call. Using ETA allows the user to fully use the capabilities inherent in the 
Automatic Alternate Routing (AAR) and Uniform Dial Plan (UDP) features.
Historically, ETA has been used by satellite switches to access stations, trunks, 
and features at the main switch. ETA frees the satellite switch administrator from 
having to enumerate the entire dial plan for the main/satellite comp lex.
Considerations
The user of ETA is usually unaware that it is being used because the feature is 
transparent to end users. To use ETA, a user dials a sequence of digits that are 
unadministered in the station, trunk, or feature access code dial plans, but may 
be successfully directed to an extension, trunk, or feature on the remote switch. 
This results in the local switch sending the digits to the remote switch that 
provides the appropriate audible signals a user would expect, such as the 
ringing of the calling party’s voice terminal.
Capacity Requirements and Constraints
The purpose of the ETA Call-Screening Table is to allow a set of digit strings to 
be i dentified that should not be routed via ETA. For example, if the system 
administrator notices that a digit string was misd ialed repeatedly and as a result 
was routed via ETA to a remote switch that returned intercept treatment, then that 
digit string would be a c andidate for entry into the ETA call-screening table. Entry 
into this table would have the effect of returning intercept treatment to the caller 
without first attempting to route the d i gits to the remote switch for interpretation 
via ETA.
The maximum length of the ETA Call-Screening table is 10, each with a maximum 
length of seven digits with values ranging from one to 640 and/or special 
wildcard characters. The ETA routing  pattern is a three-digit string. There is only 
one ETA routing p attern per switch. The ETA node numb er is a three-digit string 
with values ranging from one to 999. There is only one ETA node number per 
switch. The imp a ct of the ETA feature on the performance of the switch as a  
						

							Feature Descriptions
3-722Issue  3   March 1996 
whole is negligible because the extra processing needed by the feature is 
negligible.
The difference between normal call routing and ETA call routing is that extra 
processing is necessary at the point where the intercept treatment would have 
normally been applied during the normal call sequence. Specifically, calls that 
would have previously been given interc ept treatment will now be routed to a 
remote switch across a trunk to be reprocessed at the remote switch if either an 
ETA routing pattern or an ETA node number is d efined. This means that the 
following extra processing is required for each ETA  call when ETA is 
administered:
nDetermination that this is an ETA call b e cause it fails all other possible 
routing p ossibilities and ETA is administered.
nThe d i git string dialed is not in the call-screening table.
nAn available p attern preference is selected from the trunk group specified 
by the ETA routing pattern and/or ETA node number.
nThe dialed digits are sent to the remote switch.
Interactions
The following features have interactions with ETA. Descriptions of features as 
they interact with ETA are provided.
nAbbreviated Dialing
Any d igit string that is undefined in the station or feature/trunk 
access-code dial plans should route via ETA.
nAttendant
Attendants can access the ETA feature in exactly the same way as 
stations. There is no discernible difference in the ETA feature operation for 
attendants.
nAutomatic Alternate Routing
The ETA feature is implemented as part of Uniform Dial Plan (UDP). The 
routing preferences defined for the administered ETA routing p attern 
and/or ETA node numb er are individually checked to determine which 
trunk group will b e used to route the dialed digit string.
nData-Call Setu p
Analog and digital endpoints can access ETA. The d i git string to be sent 
goes to the remote switch just as any other digit string is sent. The remote 
switch will handle the data-call setup from that  point forward.
nDCS
Ap p lies only to ETA calls to an unknown extension (not FAC or TAC calls). 
						

							Extended Trunk Access
Issue  3   March 1996
3-723
nDial Plan Administration
When administering ETA on separate switches, care must be taken to not 
create a circular ETA call setup; otherwise, all trunk members using ETA 
will be tied up until the calling party releases the call. If switch A routes 
calls to switch B and switch B has been administered to route calls to 
switch A, then any time an invalid set of digits is dialed, all trunk members 
using ETA will be busied in an attempt to route the ETA call. Since both 
switches point to each other, an infinite loop has been administered. Care 
should be taken not to have a receiving switch administered with ETA 
when the destination switch is also the sending switch.
nDial Plan
Any d ialed digit string that is undefined in the station feature/trunk 
access-code dial plans will be routed via ETA to the remote switch, if ETA 
is administered. This implies that a feature access code is dialed, followed 
by some number of digits. For example, if you were dialing an AAR/ARS 
access code followed by d i gits and the dialed string code could not be 
routed by the local switch, then the entire d i git string would be passed to 
the remote switch by the ETA feature. It is also important to note that 
undefined dialed d igit-strings will not be routed via ETA unless the dial 
plan of the local switch recognizes the digits as they are being dialed 
during its own screening process as a valid digit-string type.
nDirect Inward Dialing (DID)
Whenever a DID trunk presents undefined digit strings to the local switch 
and ETA is administered, the digits will b e passed to the remote switch via 
ETA for proper handling.
nFacility Restriction Levels
It is possible to restrict trunks that are b eing used in conjunction with the 
ETA feature by assigning restriction levels.
nLast Numb er Dialed (LND)
If a numb er is route d via ETA to a remote switch and you want to reaccess 
that number, then the reaccess uses ETA and does so transp arently.
nMain/Satellite/Tributary
The environment of local and remote switches is the primary targ et for the 
ETA feature. It is within this environment that ETA is most effective in 
reducing maintenance of frequent administrative changes.
nModem Poolin g
All trunks in the ETA p attern will be treated like all other trunks. Modem 
Pooling is not affected.
nRemote Access
Remote-access trunks are able to access the ETA feature just as any other 
trunk or station does. 
						

							Feature Descriptions
3-724Issue  3   March 1996 
nUniform Dial Plan
The Uniform Dial Plan is extended by the ETA feature in that explicit 
definition of digit strings to be routed is not necessary. The internal 
operation of the UDP feature is not affected, however.
Administration
The switch administrator is able to add, delete, and display the ETA routing 
pattern and/or ETA node number as well as the Call-Screening table. The ETA 
routing pattern and/or ETA node number appears on the first-digit table.
The “ ETA Routing Pattern” and/or “ETA Node Numb er” field accepts numerical 
values that are within the proper range and provides appropriate help and error 
messages as does the ETA  node numb er. Likewise, the ETA c all-screening  table 
occupies the screen that allows up to10-digit strings to b e enumerate d. Any valid 
digit string can be entered including special wildcard characters ‘‘*,’’ ‘‘#,’’ and 
‘‘x.’’ Appropriate help and error messages are provid e d.
If ETA routing pattern is administered, then there are two other sc reens that must 
be administered to make the feature work properly. Sp e cifically, the route pattern 
for ETA must be administered along with the trunk group that will support ETA 
calls. The  route-pattern screen is entered from the command line with ‘‘change 
route pattern xxx’’ where ‘‘xxx’’ is the ETA routing pattern.
Within this screen a trunk g roup is associated with the routing pattern, an FRL, an 
NPA, a Prefix Mark, a Toll List, and either absorption or deletion of digits if 
desired.
Trunk groups are administered with the ‘‘add/change trunk group xxx,’’ where 
xxx is the trunk group number. There is no special trunk group administration 
necessary for ETA. For a dd itional information on the administration and o peration 
of the AAR feature, see the Automatic Alternate Routing (AAR) feature 
description in this document. For G3r if ETA node numb er is administered, then 
node number routing must  be administered along with a trunk group.
There are four scenarios that can b e envisioned with respect to the above two 
fields either being administered or not administered. The following enumerates 
these possibilities and indicates what effect the administration will have on the 
way the feature either does or does not work.
C A SE # 1
nETA Route Pattern — not administered
nETA Node Number — not administered
In this case, the ETA feature is considered not active and no attempt will be 
made to utilize the ETA code to route otherwise undefined calls. 
						

							Extended Trunk Access
Issue  3   March 1996
3-725
C A SE # 2
nETA Route Pattern — administered
nETA Node Number — not administered
In this case, the ETA route pattern will be used to determine how to route an 
otherwise undefined digit string. Since, however, an ETA node number is not 
specified, non-call associated DCS messages have no chance of succeeding in 
this scenario.
C A SE # 3
nETA Route Pattern — not administered
nETA Node Number — administered
In this c ase, the ETA node number will b e used to g et the routing p attern from the 
node number routing ta bles. DCS messages that are non-call related will also 
have a chance of succeeding since a node number will be supplied to the DCS 
message handling code.
C A SE # 4
nETA Route Pattern — administered
nETA Node Number — administered
In this case, the ETA route pattern will be used to route all undefined dialed digit 
strings while DCS messages will use the ETA node number to attempt to route. 
Nodes themselves do not have to b e administered for ETA. ETA should not be 
used over Tandem Tie trunks.
Hardware/Software Requirements
There is no specialized hardware needed for ETA. However, trunks need to be 
administered for ETA. The feature usually uses tie trunks. 
						

							Feature Descriptions
3-726Issue  3   March 1996 
Extension Number Portability
Feature Availability
This feature is available with Generic 3rV1 and all Generic V2 and later releases.
Description
ENP provides the ability to assign any extension to any switch in an ENP 
subnetwork. The ENP Numbering Plan d efines the setting of 4- or 5-digit 
extensions in the ENP subnetwork to a 7-digit (Automatic Alternate Routing) 
AAR-like numb er for sending to other nodes in that network. Only the first one or 
two leading digits of the extensions are significant in this action. This limits the 
number of ENP codes to 100. Each of these ENP codes should be administered 
in the AAR analysis table as home on all the nodes within the ENP subnetwork. 
Though u p to 100 3-digit ENP codes can be used, only one ENP code is required 
for a 4-digit ENP, and a 5-d igit ENP requires only one ENP code for each leading 
digit of extensions used within the subnetwork.
Considerations
This feature is compatible with System 85 and G2 ENP.
Interactions
The Uniform Dial Plan a dministration and that of Automatic Alternate Routing 
Analysis are affected. See “Administration” below. If DCS is used, the ENP node 
numbers must corresp ond to DCS node numb ers.
Administration
Administering ENP for a group of extensions is accomplished in G3rV1, G3V2, 
and later releases using four administration forms. The UDP table must be 
administered so that Extension Codes for non-home extensions in the ENP 
subnetwork are node-number routed (one p attern per PGN).
The Node-Number Routing table must be administered to associate a routing 
pattern with each node in the ENP su bnetwork.
The AAR Digit conversion table must b e administered to assign all 3-digit ENP 
codes as home, and if using a 5-digit UDP, to associate the ENP codes with a 
leading 10 thousands digit. Note that ENP Codes are distinguished from AAR 
location codes because ENP Codes are home on every node within the ENP 
subnetwork. ENP  Codes are administered in the ENP Numbering Plan table as 
well as in the AAR Digit conversion ta ble. Since ENP Codes are home on every 
node, they cannot b e used as AAR location codes.