ATT DEFINITY Communications System Generic 3V4 Instructions Manual

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Other internal resources are unavailable (CS3/40)
Invalid Information Element contents (CS0/100) (Either the UUI IE was
longer than 32 bytes or the header was missing.)
Service or option not subscribed/provisioned (AMD must be enabled)
(CS0/50)
The request specifies that the call is to be switch-classified or supervisor-
assist as well as direct-agent.  (CS3/80)
Answering Machine Detection is requested (CS0/80)
An EAS login ID is specified as the destination (CS0/28)
4. Supervisor-Assist Callbbbbbbbbbbbbbbb
This call is set up via a Third Party Make Call between an ACD agents extension
and another station extension (typically a supervisor).  It is measured by CMS as
a supervisor-assist call.  It is always a priority call.
This type of call is used by OCM and ICM applications whenever an agent (on
the telephone with a client or when idle) wants to consult with the supervisor.
NOTE:
The supervisor-assist call is a feature activated through a button pushed on
the ACD agents voice set.  When activating this feature from the voice set,
the agent can talk to the supervisor
3 while currently on a call and then
transfer the original call to the supervisor, or conference in all parties (the
supervisor, the agent, and the caller).
To place a supervisor-assist call, the adjunct must specify the supervisors
extension and it must control the sequencing of events as described below.  If
the agent is already on a call, the original call must be put on hold
4 and then the
Third Party Make Call initiated (with Supervisor-Assist option set) to the
supervisors extension (which is either provided by the agent through the data
terminal or directly by the adjunct).  Failure to put the first call on hold results in
the switch denying the request.  If the agent is not on a call, a Third Party Make
Call capability with the Supervisor-Assist option is processed immediately by
selection of an idle call appearance followed by call setup.
The agent must be logged into the specified ACD split to use this capability.
After talking to the supervisor, the agent may indicate (on the keyboard) that the
call is to be transferred or conferenced.  The adjunct translates the agents
request into a Third Party Merge request and indicates whether the agent is to be
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3.  The supervisor (in the non-ASAI ACD environment) is an extension defined through switch administration
on the split form.
4.  Either on the voice set or via a Third Party Selective Hold capability.
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dropped (transfer) or not (conference) from the call.  The agent may also
transfer/conference this call via the voice set.
Valid originators for the ACD split specified in the request are ACD agent
extensions.  Agents requesting this capability must be logged in.  Valid
destinations are on-PBX station extensions (excluding VDNs and splits).
NOTE:
Off-PBX DCS and UDP extensions are not valid destinations.
Supervisor-Assist Call Parameters
This section contains the ASAI interface call parameters for supervisor-assist
calls.
orig_addr[mandatory] Valid calling endpoints (originators) for this
type of call are ACD agent extensions.
dest_addr[mandatory] Valid called endpoints are on-PBX station
extensions (excluding VDNs, splits, off-PBX DCS and
UDP extensions).
split_paramMust be present and must be a valid split extension;
orig_addr should be logged into the split.
priority_callingN/A (ignored) This call is always treated as priority for
consistency with current operation.
max_ringsN/A (ignored)
direct_agent_callMust not be present
supervisor_assistMust be present
alert_orderMust not be present
service_circuitMust not be present
return_ack[optional] If this parameter is present, it indicates that the
switch should return an acknowledgement to the request.
If this parameter is not present, the switch does not return
an acknowledgement.
uui_info[optional] The switch supports receiving UUI in the Third
Party Make Call request from the adjunct.  If an ASAI
adjunct provides UUI in a Third Party Make Call, then the
switch stores that UUI with the call.
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UUI from a Third Party Make Call will be sent in any ISDN
PRI setup for the call, in the Alerting and Call Offered
Event Reports, and in a Route Request, if one is made.
Supervisor-Assist Call Classification
A classifier is not used for this type of call.  Call progress feedback is reported to
the adjunct in event reports.  In addition, call-progress and audible feedback is
provided to the originating user.
Switch Operation for Supervisor-Assist Call
Setup
The switch attempts to set up a station-to-station call for the agents extension
specified in the originating address.  If the originating address is not a logged-in
member of the specified split, the Denial Event Report is returned
(cause=CS3/15 Ð Agent not logged in).
Once the call is successfully originated, the switch does not drop it regardless of
outcome.  The only exception is the denial outcome which results in the intercept
tone being played for 30 seconds, after which the call is disconnected.  It is up to
either party on the call to drop (either by going on-hook or via a third-party
request).
Supervisor-Assist Call Originator
In order for the call to be placed, the calling party must be logged into the
specified split.
The set must have an available call appearance for origination and must not be
in the talking state on any of the other call appearances.  The calling party is
allowed to have another call(s) on hold.  The originator may go off-hook first, and
then issue the Third Party Make Call request.  The switch originates the call on
the call appearance with dial tone.
If the calling endpoint is off-hook busy, the call is not attempted and the request
is denied (NAK/return error, cause=CS0/17  Ð User busy).
If the calling endpoint is unable to originate, the switch denies the call request
(NAK/return error, cause=CS0/18  Ð No user responding).
After dialing is completed, the calling endpoint hears call progress tones (for
example, alerting or busy).
If the calling endpoint has a display set, the display shows the called endpoints
extension and name.
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Supervisor-Assist Call Destination
Call delivery depends on the station type, station administered options, and talk
state.  Priority call delivery rules apply.  If the destination has a display, normal
display interactions for supervisor-assist calls apply.  The destination does not
need to be a member of the split.
Once set up, this call may be controlled either by the station user or by the
adjunct.  The adjunct must use the same association as that specified in the
``Third Party Make Call request when requesting any Third Party Call Control
capabilities.
Negative Acknowledgements of a Supervisor-
Assist Call
A Supervisor-Assist Third Party Make Call Request is denied (NAK/Return Error
component) if:
split_param is not present (CS0/96)
split_param does not contain a hunt group extension (CS0/100)
split_param contains an invalid hunt group extension (CS0/28)
Originating address is not a station extension (CS0/28)
Destination address is not a station extension (CS0/28)
Agent not logged in (CS3/15)
Other internal resources are unavailable (CS3/40)
Invalid Information Element contents (CS0/100) (Either the UUI IE was
longer than 32 bytes or the header was missing.)
Service or option not subscribed/provisioned (AMD must be enabled)
(CS0/50)
The request specifies that the call is to be switch-classified or direct-agent
as well as supervisor-assist. (CS3/80)
Answering Machine Detection is requested (CS0/80)
Parameters and Call Types
To conclude this section, the following tables summarize the call parameters
allowed for each of the Third Party Make Call types described above.  The first
table defines the four kinds of calls in terms of the allowable call parameters.
The second table specifies the valid originators and destinations for a given call
parameter.
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Table 4-3.  Third Party Make Call Optionsbbbbbbbbbbbbbbbbbbbbb
Orig Dest Service Direct Supv
Call Type Alert Alert Circuit Agent Assist Priority Split
First First (Classif) Field Field Calling Param. AMD UUI
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Switch-classified n y y n n y n y y
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User-classified y n n n n y n n y
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Direct-Agent y n n y n y y n y
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Supv-Assist y n n n y y y n y
c c c c
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Table 4-4.  Allowable Originators and Destinations for Specific Call Optionsbbbbbbbbbbbbbbbbbbbbb
Orig Dest Service Direct Supv
Orig or Dest Type Alert Alert Circuit Agent Assist
First First (Classif) Field Field
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bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
orig=station ext y n n y y
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orig=split, hunt, annc, vdn n y y n n
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dest=station ext y y x* y y
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dest=external number y y y n n
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dest=any (int or ext) y y n n nc c c c c
c
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c c c c c
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*x means the option may be specified but it is not used.bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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Third Party Take Controlbbbbbbbb
The adjunct uses this initiating capability to control a call already in progress.
Information Flowbbbbbbbbbbbbbbb
The adjunct expects a response to its request.
An acknowledgement is sent to the controlling adjunct if the request is
successful.  As part of the acknowledgement, a party and extension list of all
parties on the call (for all on-PBX extensions on the call) are provided.
NOTE:
The address list may contain parties in an alerting state as well as a group
extension (for example, if the call is in queue and has not been delivered to
an agent).
If the request is unsuccessful, the switch denies the request and sends the
adjunct the appropriate cause code.
Third Party Take Control Parametersbbbbbbbbbbbbbbb
call_id[mandatory] A call identifier for the call to be controlled.
The value is typically obtained through the Event Notification
or Value Query capabilities.
ACK (positive acknowledgement)
Parameters
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The switch responds with a list of up to six party identifiers (party_id) for the
parties on the call and a list of up to six extensions of the parties on the call.
party_id listProvided by the switch and sent to the adjunct in the
capabilitys acknowledgement.  The party_id list contains the
party_id for every party on the call.  Each party identifier
corresponds to an entry in the extension list.
extension list[optional] Specifies the extension address of each on-PBX
party to the call.  Addresses of every on-PBX party on the call
are provided for alerting, connected, or queued parties.  The
address for queued parties is the split extension of the queue.
The default station extension is provided for off-PBX parties.
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Denial (NAK) Causesbbbbbbbbbbbbbbb
The switch issues the following reason for denying the request:
Invalid association (CS0/81)
The association is already in existence.
Requested facility not subscribed/provisioned (CS0/50)
The user has not subscribed for the requested capability.
Invalid call_id (CS3/86)
The requester has sent an invalid call_id (call does not exist, has been
cleared).
Invalid Information Element contents (CS0/100)
The call_id is outside the range of the maximum call_id value.
Service or option not available (CS3/63)
The call is already being controlled.
Mandatory Information Element missing (CS0/96)
A required parameter is missing in the request.
Resources not available (CS3/40)
The maximum number of calls being controlled has been exceeded.
Switching equipment congestion (CS0/42)
The switch is not accepting the request at this time because of traffic
congestion.  The adjunct or user may wish to retry the request but should
not do so immediately.
Protocol Error (NAK) Causebbbbbbbbbbbbbbb
The switch issues the following cause for generating a protocol processing error:
Protocol error (CS0/111)
The Q.932 protocol has been violated or the capability invoked is not
consistent with this association.  For example, invoking the Third Party
Make Call capability on a Domain Control association is inconsistent.
NOTE:
For more information regarding protocol errors and a complete list of
reason codes (cause values), see the 
DEFINITY Communications
System CallVisor ASAI Protocol Reference
, 555-230-221.
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Considerationsbbbbbbbbbbbbbbb
The switch allows only one adjunct to control a call at any given time.
Subsequent requests for Third Party Take Control from an adjunct while a call is
already active are denied by the switch.  Third Party Take Control cannot take
control of a call which has been established over, and is still controlled over, a
Call Control association.
Third Party Take Control may be issued at any time during the life of a call.
!CAUTION:
Alerting parties are reported as ``Connected Parties in the response to
Third Party Take Control.
NOTE:
It is possible to have only one party reported (for example, the call is in the
process of being adjunct-routed).
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Third Party Selective Holdbbbbbbbb
The adjunct uses this capability to place a controlled call on hold at an on-PBX
station.  The effect is as if the specified party depressed the hold button on his or
her multifunction terminal to locally place the call on hold, or flashed the switch
hook on an analog terminal.
Information Flowbbbbbbbbbbbbbbb
The adjunct expects a response to its request.
The switch either:
Ð Places the call on hold and sends the adjunct an acknowledgement, or
Ð Denies the request
Third Party Selective Hold Parametersbbbbbbbbbbbbbbb
party_idIdentifies the party to be placed on hold.  This party must be
in the active (talking) state or already held.
ACK (Positive Acknowledgement)
Parameters
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None for this capability
Denial (NAK) Causesbbbbbbbbbbbbbbb
The switch issues one of the following reasons as the cause for denying the
request:
Invalid association (CS0/81)
The association does not exist.
Invalid number/domain (CS0/28)
The party_id given is invalid or does not correspond to a station.
Message not compatible with call state (CS0/98)
The request is not compatible with the call state.  The party to be put on
hold is not currently active (talking), so it cannot be put on hold.  Also
applies to analog sets with two calls already on hold.
Mandatory Information Element missing (CS0/96)
A required parameter is missing in this request.
Invalid Information Element contents (CS0/100)
The party_id or call_id value of the request is invalid.  For example, a
Third Party Selective Hold is sent for the destination of a ringing call (the
call is ringing and not yet answered at that endpoint).  The party_id
specified in the party_id Information Element has not passed through the
connected stage and is therefore invalid.
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User busy (CS0/17)
The user is busy with another ASAI request. |
Invalid call type (CS3/43) |
The call cannot be held due to the type of call (for example, emergency, |
wakeup, or service observed).
Protocol Error (NAK) Causebbbbbbbbbbbbbbb
The switch issues the following cause for generating a protocol processing error:
Protocol error (CS0/111)
The Q.932 protocol has been violated or the capability invoked is not
consistent with this association.  For example, invoking the Third Party
Make Call capability on a Domain Control association is inconsistent.
NOTE:
For more information regarding protocol errors and a complete list of
reason codes (cause values), see the 
DEFINITY Communications
System CallVisor ASAI Protocol Reference
, 555-230-221.
Considerationsbbbbbbbbbbbbbbb
The adjunct must know the party_id before placing the party on hold.  A party
may only be put on hold if it is in on the call.
After a party is placed on hold through a Third Party Hold request, the user does
not receive dial tone (regardless of the type of phone [set]).  Thus, subsequent
calls must be placed by selecting an idle call appearance or through the Third
Party Make Call Request.
Only station extensions support this capability; any requests containing party_ids
corresponding to a trunk will be denied.
If the party is already on hold on the specified call when the switch receives the
request, a positive ACK is returned.
NOTE:
An analog set can be looked at as having two call appearances, CA1 and
CA2.
1. If the hold request is for either call appearance already in the held
state, nothing else is done (request is ACKed).
2. If the hold request is for CA1 (when CA1 is in the active state), the
call is placed on soft (conference) hold.
3. If the hold request is for CA2 (when CA2 is in the active state), and
CA1 is also held, then CA2 is placed on hard-hold.
4. If the hold request is for CA2 (when CA2 is in the active state), and
CA1 is idle, the call is moved to CA1, and the call is placed on soft
(conference) hold.
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