ATT DEFINITY Generic 3 Call Vectoring/Expert Agent Instructions Manual

							Call Vectoring Commands
A-74Issue  4  September 1995 
For Look-Ahead Interflow, the route-to command can be considered either a call 
acceptance vector command or a neutral vector command. The command is 
considered a call acceptance vector command whenever one of the following is 
true:
nCommand terminates to a valid local destination.
nCommand successfully seizes a non-PRI trunk.
nCommand execution results in a Look-Ahead Interflow call attempt, and 
the call is accepted by the far end switch.
The command is considered a neutral vector command whenever one of the 
following is true:
nTermination is unsuccessful.
nTrunk is not seized.
nLook-Ahead interflow call attempt is denied by the far end switch.
For a call that covers or forward s to a VDN, the 
route-to with coverage y 
command functions the same way as the 
route-to with coverage n command. For 
a covered or forwarded call, the coverage option for the command is disabled 
since such a call should not be further redirected.
A 
route-to with cov y to a station that has call forwarding activated is forwarded.
Service Observing can be initiated with Call Vectoring using the route-to 
command. See Service Observing on page 4-16 for d etailed instructions.
NOTE:
Ap pendix G gives a detailed description of the feature interactions for the 
route-to number with and without coverage command.
CMS Interactions
R3 CMS:  Tracking of the route-to digits command varies according to the 
destination successfully routed to, as follows:
Routed to Station or to Attendant
Database Item Report Heading Notes
OUTFLOWCALLS/ 
OUTFLOWTIMEFlow Out 1st sp lit
Vector Flow Out
DEQUECALLS/ 
DEQ UETI M EDequeued Calls 2nd/3rd splits
Dequeued Avg Queue Time
INTIME Avg Time In Vector
CONNECTCALLS/ 
CONNECTTI MEOther Calls Connect answered calls on G3 
						

							route-to
Issue  4  September 1995
A-75
NOTE:
For c alls that ‘‘route to’’ a s plit or a hunt group and later intraflow to a station 
or t o an att e n d ant , OTHE RCAL LS/ OTHE RTIM E are tracked in the vector 
and in the VDN tables.Routed to Trunk
Database Item Report Heading Notes
OUTF LOW CA LLS / 
OUTF LOW TI MEFlow Out 1st sp lit
Vector Flow Out
VDN Flow Out
DEQUECALLS/ 
DEQ UETI M EDequeued Calls 2nd/3rd splits
Dequeued Avg  Queue Time
INT ER FLOW C ALL S
/  I N TER F L O WT I M EVDN Flow-Interflow
INTIME Avg Time In Vector
Routed to VDN
Database Item Report Heading Notes
OUTF LOW CA LLS / 
OUTF LOW TI MEFlow Out 1st sp lit
Vector Flow Out
VDN Flow Out
DEQUECALLS/DE
QUETIMEDequeued Calls 2nd/3rd splits
Dequeued Avg  Queue Time
INTIME Avg Time In Vector
INFLOWCALLS Vector Flow In new vector
VDN Flow In new VDN
Routed to Split or Hunt Group
Database Item Report Heading Notes
OUTF LOW CA LLS / 
OUTF LOW TI MEFlow Out 1st sp lit
DEQUECALLS/ 
DEQ UETI M EDequeued Calls 2nd/3rd splits
Dequeued Avg  Queue Time
INTIME Avg Time In Vector
CALLSOFFER RED n e w  s p l i t
MEDCALLS/
HIGHCALLSno priority/priority 
						

							Call Vectoring Commands
A-76Issue  4  September 1995 
 
Split calls are also shown in the standard reports  according to the final 
disposition of the call.
Calls that route over an ISDN trunk are Look-Ahead Interflow calls. When a call 
attempts to ‘‘route to’’ an ISDN trunk (Look-Ahead Interflow), the 
LOOKATTEMPTS database item is tracked and reported as ‘‘Look-Ahead 
Interflow Attempts.’’  If the call successfully routes, 
LOOKFLOWCALLS/LOOKFLOWTIME are tracked and reported as ‘‘Look-Ahead 
Interflow Completions.’’ Interflow always occurs whenever the 
with coverage yes 
option is in effect.
The presence of the command in a vector enables the calls that are serviced by 
the vector to be vector-directed. When such a call is answered by an agent, the 
call is tracked as ACDCALLS/ANSTI M E,  a n d  it  is reported as ‘‘ACD Calls,’’ ‘‘Split 
ACD Calls,’’ and ‘‘Avg Speed Ans.’’  If the call is also queued to other splits,  
OUTFLOWCALLS/OUTFLOWTIME is tracked in the first sp lit to which the call 
queues, and ‘‘Flow Out’’ is reported (unless the s plit turns out to b e the answering 
split). DEQUECALLS/DEQUETI M E is tracked in the second and third splits if 
these splits are not the answering split, and the call is reported as ‘‘Dequeued 
Calls’’ and ‘‘Dequeued Avg Queue Time.’’  However, if the second or third  split is 
the answering split, INFLOWCALLS is tracked in the split, and the call is reported 
as ‘‘Flow In.’’
If the command directs a call to a destination, the BACKUPCALLS data base 
item is incremented, and the call is reported as ‘‘Calls Ans in Ba cku p’’ and ‘‘Calls 
Handled/Backup.’’  The ‘‘Calls Ans in Main’’ report item is calculated b y using the 
algorithm ACDCALLS - BACKUPCALLS. 
A call abandoned after the command routes the call to a station or an attendant 
is tracked in the VDN tables as ABNCALLS/ABNTIME.
R2 CMS:  Calls that ‘‘route to’’ successfully are  tracked as OUTFLOW  a n d  
reported as ‘‘Flow Out.’’ The vector and VDN tables are not credited with an 
answer or abandon for calls that route to a split. VECTIME is recorded for the 
vector, and it is reported as ‘‘Avg Time in Vector.’’
Calls that ‘‘route to’’ a split are tracked as INFLOW and  reported as ‘‘Flow In’’. 
Calls that ‘‘route to’’ a trunk are tracked as ROUTED CAL LS/ RO UTEDTIME, but 
they are not shown on standard reports.
BCMS Interactions
A call advanced to another position via the command is tracked as ‘‘outflow’’ in 
the VDN Re port.  A  call answered by an attendant via the command is also 
tracked as ‘‘outflow.’’ 
						

							stop
Issue  4  September 1995
A-77
Stop Command
stop
Purpose
Halts the processing of any su bsequent vector steps.
Syntax
stop
Requirements
Basic Call Vectoring or Call Prompting software must be installed.
Operation
After the sto p command is p rocessed, any calls  already q ueued remain queued, 
and any wait treatment (for example, silence, ringback, music) is continued. On 
the other hand, any calls not queued are dropped under the same scenario.
If a TTR is allocated to the c all, and if the 
stop c ommand is encountered, the TTR 
is disconnected.  However, current call p rocessing continues (that is, the call is 
not dropped).  The caller continues to hear the feedback that was provided 
before the 
sto p command was encountered.
NOTE:
An implicit stop is processed following the last administered command in a 
vector.
Answer Supervision Considerations
The command has no effect on answer supervision.
Feature Interactions
For Look-Ahead Interflow, the command is considered a neutral vector command 
in all cases except when a call is dropped, then it is considered a denial. 
						

							Call Vectoring Commands
A-78Issue  4  September 1995 
CMS Interactions
R3 CMS:  When the command or the end of the ve ctor is encountered, vector 
INTIME is recorded.  This is reported as ‘‘Avg Time in Vector.’’
R3V4 CMS: VDISCCALLS  d atabase item in the VDN tables pegs call that pass 
all the way through a vector without ever having been queued.
R2 CMS:  Nothing is recorded when the command is encountered. When  the 
disposition (that is, ‘‘answered’’ or ‘‘abandoned’’) of the call is known, VECTIME is 
recorded and reported as ‘‘Total Time in Vector.’’ 
						

							wait-time
Issue  4  September 1995
A-79
Wait-time Command
wait-time
Purpose
Delays the processing of the next vector step if a specified delay time is included 
in the command’s syntax. Also provides feedback (in the form of silence, 
ringback, or music) to the caller while the call advances in queue. The  G3V4 
Multiple Audio/Music Sources for Vector Delay feature allows a specified audio 
or music source to be selected when a call encounters a 
wait-time command. 
See Multiple Audio or Music Sources on page 4-6 for more information.
Syntax
wait-time  secs hearing 
Multiple Audio/Music Sources Syntax 
(G3V4 and later releases):
wait-time  secs hearing  then < treatment >
Valid Entries
seconds:  0 through 998 (even numbers only); 0 through 8 when using the i-silent 
treatment.
treatment:  silence, ringb ack, music, i-silent, continue. 
With Multiple Audio/Music Sources, treatment refers to what the caller hears after 
the wait-time command times out, if the announcement finishes before time out, 
or if the call cannot be c onnected to the audio/music sourc e extension. Continue 
is only a valid treatment with Multiple Audio/Music Sources. It indicates that the 
caller will continue to hear the alternate audio/music source until another vector 
command takes effect.
When music is indicated as a treatment, it refers to the system music, not an 
alternate music source.
In G3V4 and later releases, the tenant numb er of the active VDN determines the 
system music that will be heard by the caller.
The “i-silent” keyword is for use with adjunct routing-ADR/Lookahead Interflow 
applications. I-silent provides silence for the sp ecified time, but it is neutral to 
Look-Ahead Interflow while all other wait treatments (even with 0 secs settings) 
provide acceptance. 
						

							Call Vectoring Commands
A-80Issue  4  September 1995 
extension: The valid extension number of an alternate audio/music source
Requirements
Basic Call Vectoring or Call Prompting software must be installed. Also, a 
music-on-hold port must be provid e d for the music treatment. Multiple 
Audio/Music Sources for Vector Delay requires that the “ Vectoring (G3V4 
Enhanced )”  customer option be enabled.
Example
wait-time 224 secs hearing music
wait-time 120 secs hearing 54795 then continue
Operation
The specified feedbac k is given to the caller, and vector processing waits the 
specified time before going on to the next step. If the time specified is 
0, 
feedback is provided without any d elay in the processing of the next vector step. 
The feed back given to the caller continues until any one of the following occurs:
nSubsequent vector step (containing wait-time or announcement) changes 
the treatment.
nVector processing encounters a d isconnect or b usy command.
nCall is routed to another location or to a step that includes an 
announcement (for example, 
collect digits).
nCall is routed to another VDN.
nCall is delivered to a destination (starts ringing at an agent’s terminal).
nSwitch receives a destination from the ASAI adjunct.
Answer Supervision Considerations
If the music or audio source treatment is included in the command, answer 
supervision is triggered.  If the command is encountered and answer supervision 
was sent previously, the caller hears the treatment specified in the current 
command.  If, for a CO trunk user, the c ommand with 
silence, ringback, or i-silent 
treatment is encountered prior to answer supervision, the caller continues to hear 
ringback from the CO. 
						

							wait-time
Issue  4  September 1995
A-81
Feature Interactions
When the command is implemented with music as the treatment, the 
system-wide music-on-hold feature must be administered. Otherwise, the caller 
hears silence. When  Tenant Partitioning is in use the tenant numb er of the active 
VDN determines the system music that is heard.
Feedback continues while a subsequent vector step queues for an 
announcement or for a TTR.
For Look-Ahead Interflow, the command is considered a call acceptance vector 
command in all cases, except i-silent, which is considered a neutral vector 
command.
NOTE:
An implicit wait of one second (with no change in the feedback to the caller) 
is provided after every seven vector steps if one of these ste ps d oes not 
suspend vector processing. (The following steps, if successful, do not 
suspend vector processing: 
q ueue-to main split, check-backup split, goto 
step, goto vector
 and wait-time 0 seconds.  The following steps, if 
unsuccessful, also do not suspend vector processing: 
check-backup split, 
route-to, adjunct routing
, and messaging sp lit.  The only commands that 
suspend vector processing are the following: 
announcement, wait-time > 0 
seconds, collect digits
, and c onverse-on split.
CMS Interactions
The command is not trac ked  on CMS or BCMS. 
						

							Criteria for Success/Failure of Call Vectoring 
Command s
Issue  4  September 1995
A-81
Criteria for Success/Failure of Call
Vectoring Commands
The table appearing on the next several p ages summarizes the success and 
failure criteria for various vector c ommands. Before you write or evaluate vectors, 
it is important to understand the information in this ta ble.
NOTE:
If EAS is enabled, ‘‘skill’’ replaces ‘‘split.’’
A 
						

							Call Vectoring Commands
A-82Issue  4  September 1995 
Table A-11. Call Vectoring Command Success/Failure Criteria
Command Success/Failure CriteriaVector Processing 
Disposition
adjunct routingFails if any of the following are true:
nVDN’s COR d oes not permit routing to 
the adjunct-supplied destination.
nTAC/ARS/AAR code is invalid.
nSpecified agent is not logged into the 
specified split for a direct agent call.
nLocal extension is not in the d ialplan.
nInvalid number was dialed.Stop 
wait-time or 
announcement step 
(if present). Then 
continue vector 
processing with the 
next sequential step.
Otherwise, succeeds. Route the call and 
provide feedback.
announcementFails if specified announcement is 
unadministered, not record ed, or busied 
out.Continue vector 
processing with the 
next sequential step.
Otherwise, succeeds. Play the 
announcement, then 
continue at the next 
sequential step.
busyAlways succeeds. (CO without answer 
supervision trunk callers will not hear the 
b usy tone.)Exit vector 
processing, then 
play the busy tone 
for 45 seconds b efore 
dropping the call.  
(Unanswered CO 
trunk calls receive 45 
seconds of ringback.)