Agent Terminal | Lucent Technologies 555-230-220 specs

Call Scenarios and Applications

Multiple Queuing and Call Abandon — ACD Split or VDN Monitoring

Customer	Agent
Phone	Phone	Switch	Adjunct Processor

BA

Application initiates monitoring of domain (ACD Split or VDN)

Event Notification Request

(domain)

Event Notification Request-ACK

Customer’s call enters monitored domain

Call Offered to Domain

Event Report (orig=B)

Call Queues

Queued Event Report

Announcement played

Announcement played

Call Queues

Queued Event Report

Announcement played

Customer abandons

call

Dropped Event Report (B)
	Application saves
Call Ended (cause=normal)	CPN/BN for
	callback

Agent

Terminal

A

The application at the adjunct processor monitors all calls entering a VDN or ACD split. This scenario shows a call receiving multiple announcements and queuing into different splits. The customer disconnects before he or she is connected to an agent.

A-8Issue 7 March 1998

Image 388

Lucent Technologies 555-230-220 manual Agent Terminal

Contents

Definity Comments Contents Event Reporting and U-Abort Capabilities Contents Contents Isdn Contents Asai and Call Control Contents Contents Contents Asai and Domain Control Contents Event Notification Capabilities Asai and Call Routing Asai and Value Query Capabilities Asai and Set Value Capabilities Asai and Feature Interactions Audix DCS Contents ASAI-Ethernet Installation and Test for CallVisor Asai Contents Asai and Release 6 Requirements Contents Glossary Figures Figures Tables Asai and Release 6 Requirements Release Notes Asai Features in ReleaseSingle-Step Conference Phantom Calls Universal Call IDExpanded Asai Capacities in the Definity ECS Trunk Group/Member Information Enhancement to Extension Information Query Release Notes Xxxvi Issue 7 May Reason for Reissue About This Document Intended Audience Conventions Used in This DocumentCapability Name Information Flow Denial NAK Causes Protocol NAK Error CausesConsiderations Related Documents How to Comment on This Document Ordering Documents About This Document Xlii Issue 7 March Asai and Capability Groups Introduction Capabilities Capabilities and Associations Associations and Capability Groups Single Link Single Processor Configuration Asai and Supported Applications Applications Sample Applications Outbound Call Management Preview Dialing Predictive Dialing Inbound Call Management ACD Call Activity Monitoring Data Screen Delivery and Voice/Data Transfer Data Screen Delivery with Call Prompting Speech Processing Integration Adjunct Routing Information Sources for Routing UUI Logging for Call Back Office Automation Automatic Agent ReconfigurationSequence Dialing Phone Management and Directory Services Incoming Call Identification Message Desk Issue 7 May 1998 Additional Configurations Multiple Link Single Processor Configuration Single Link Multiple Processors Configuration Single Link Gateway/Server Configuration Asai Integration with a VRU Configuration Contacting Lucent Technologies Event Reporting Capability Event Reporting and U-Abort CapabilitiesAbort Capability Capability Groups and Event Reporting Event ReportsCall-Related Event Reporting Non-Call-Related Event Reporting Information FlowParameters Event Reports and Corresponding Items Answered Event Report Items Provided with Each Event Report AlertingBusy/Unavailable Call Initiated Call EndedCall Offered to Call Transferred Call RedirectedCharging Login Cut-ThroughDisconnect/Drop Entered Digits Event Report Items Provided with Each Event Report Logout QueuedReconnected Reorder/Denial Alerting Event Report Alerting Event Report Items Calling party numberTrunk group number/trunk group member number Called party number Dnis Connected party number alerting party number CallidPartyid Domain II-digits Reason for redirectionUcid Universal Call ID Answered Event Report Answered Event Report ItemsCalled party number Connected party number answering party number Cause Busy/Unavailable Event Report Busy/Unavailable Report Items Call Conferenced Event Report Call Conferenced Report ItemsCalling party number controlling party number Called party number new party number Old partyid Other call idResulting callid Partyid list up to six numbers Call Ended Event Report Call Ended Report Items Call Initiated Event Report Call Initiated Report Items Call Offered to Domain Event Report Call Offered to a VDN DomainCall Offered to an ACD Split Domain Call Offered to Domain Report Items User-entered information Lookahead interflow information Flexible billing Call Originated Report Items Call Originated Event ReportParty extension Optional This parameter is not included For Monitored Calls Call Redirected Event ReportFor Controlled Calls Call Redirected Report Items Call Transferred Report Items Call Transferred Event ReportOther callid 30Issue 7 May Charging Event Report Charging Event Report ItemsCalled number Charging number Final charge Intermediate chargeSplit charge Display of Charge Information Isdn Off-Premises Station Lengthy CallsPrivate Network Qsig Isdn Protocol Switch-Classified Calls Multiple Connected Event Reports Connected Event ReportConnected Event Report Items Trunk group number and trunk group member number Connected party number Ucid Universal Call ID Isdn Progress Messages Cut-Through Event ReportCut-Through Report Items Progress indicator Disconnect/Drop Report Items Disconnect/Drop Event ReportConnected party number dropped number Callid Cause Entered Digits Report Items Entered Digits Event ReportDigits entered Hold Event Report Items Hold Event ReportConnected party number number that placed the call on hold Login Event Report Login Event Report ItemsAgent work mode Agent physical extension Logout Event Report Items Logout Event ReportReason code Queued Event Report Items Queued Event ReportCalls in queue Reconnected Event Report Reconnected Event Report Items Reorder/Denial Event Report Reorder/Denial Report ItemsPage Trunk Seized Event Report Trunk Seized Report Items Use of Event Reports in Associations Event Reporting for Merging Two Calls Page Page Rules for Merging Two Calls with UUI Information Call Merge Summary Transfer and Conference Interactions Abort Abort Parameters Asai and Call Control Signals Third Party Third PartyMerge Selective Third Party Make Call Third Party Make Call Third Party Make Call Parameters ACK Positive Acknowledgement Parameters Uuiinfo Denial NAK Causes Protocol Error NAK Causes Considerations Switch-Classified Call Third Party Make Call and Supported Call Types Call Parameters for Switch-Classified Calls Servicecircuit Returnack Optional UUI information received in a successful Call Classification Answer Classification SIT Name Drop Classification No Answer Condition Busy Condition Reorder ConditionOther Conditions ECS-Terminated Call Conditions Prior to Classification ECS Operation for Switch-Classified Call Setup Switch-Classified Call Originator Switch-Classified Call Destination Negative Acknowledgement NAK of a Switch-Classified Call Other Failure Conditions for Switch-Classified Calls User-Classified CallParameters for User-Classified Calls Origaddr Service circuit DirectagentcallSupervisorassist Alertorder Optional UUI received in a successful Third Party Call Classification for User-Classified Calls ECS Operation for User-Classified Call SetupUser-Classified Call Originator User-Classified Call Destination Negative Acknowledgement of a User-Classified Call Phantom Calls Parameters for Phantom Calls ‘‘ASAIand Feature Interactions.’’ Phantom Call Originator Call Classification for Phantom CallsPhantom Call Destination Negative Acknowledgment of a Phantom Call Direct-Agent Call Parameters for Direct-Agent Calls Splitparam Optional The ECS supports receiving UUI ECS Operation for Direct-Agent Call Setup Direct-Agent Call Originator Negative Acknowledgments of a Direct-Agent Call Direct-Agent Call DestinationSupervisor-Assist Call Issue 7 May 1998 Supervisor-Assist Call Parameters Optional If this parameter is present, it indicates that ECS Operation for Supervisor-Assist Call Setup Supervisor-Assist Call ClassificationSupervisor-Assist Call Originator Supervisor-Assist Call Destination Negative Acknowledgments of a Supervisor-Assist Call Parameters and Call Types AMD UUI Third Party Take Control Parameters Third Party Take ControlCallid Universal Call ID Protocol Error NAK Cause Considerations Third Party Selective Hold Parameters Third Party Selective HoldPartyid Protocol Error NAK Cause Page Third Party Reconnect Third Party Reconnect ParametersACK Positive Acknowledgment Parameters Partyid Identifies the party to be reconnected Protocol Error NAK Causes Redirect Call Third Party Redirect Call Parameters Protocol Error NAK Causes Page Third Party Listen-Disconnect Third Party Listen-Disconnect ParametersListener Talker ACK Positive Acknowledgement Parameters Page Third Party Listen-Reconnect Third Party Listen-Reconnect Parameters Denial NAK Causes Third Party Single-Step Conference Third Party Single-Step Conference Parameters Denial NAK Causes Communications Server CallVisor Asai Protocol Reference Third Party Merge Third Party Merge ParametersCommon Conf/trans Denial NAK Cause ResultcallidOld partyid Extension list Protocol Error NAK Causes Page Third Party Selective Drop Third Party Selective Drop Parameters Resourceid ACK Positive Acknowledgement Parameters Considerations Third Party Relinquish Control Third Party Relinquish Control Parameters Third Party Clear Call Third Party Clear Call Parameters Protocol Error NAK Cause Third Party Send Dtmf Signals Third Party Send Dtmf Signals Parameters Denial NAK Cause Considerations Third Party Call Ended Third Party Call Ended ParametersCauses Callid Identifies the call that has terminatedPage Asai and Call Control 76Issue 7 May Asai and Domain Control Signals Third Party MergeThird Party Auto Dial Third Party Relinquish Station Domain Domain Station Control DescriptionSplit Domain Domain Control Capabilities Third Party Auto Dial No1 Yes Yes2 Third Party Domain Station Control Request Domain Station Control Request Parameters Protocol Error NAK Cause Mandatory This parameter identifies the ACD split or EAS Considerations Third Party Answer Third Party Answer Parameters Multifunction Station Operation Analog Station Operation Third Party Selective Hold Parameter Callid Mandatory Identifies the call to be placed on hold Protocol Error NAK Cause Callid Mandatory Identifies the call to be reconnected Protocol Error NAK Cause Domain Control Redirect Call Parameters Callid Mandatory The callid of the call to be redirected Protocol Error NAK Causes Page Callid2 Resultcall Number Old partyid Considerations Mandatory Identifies the call to be disconnected Protocol Error NAK Cause Third Party Auto Dial Destroute Third Party Auto Dial ParametersSelect Priority Calling If present, the Universal Call ID of the resulting call Third Party Relinquish Control Considerations Mandatory Identifies the call at the specified domain Denial NAK Cause Considerations Third Party Single-Step Conference Mandatory The call to which the domain-controlled Protocol Error NAKCauses Considerations Third Party Domain Control Ended Third Party Domain Control Ended Event Notification Cancel Event Notification CapabilitiesEvent Notification Capabilities Event Notification Request Event Notification Ended Event Report Event Notification Request Event Notification Request ParametersDomain type Value ACK Positive Acknowledgement Parameters Considerations Event Notification Cancel Event Notification Cancel Parameters Stop Call Notification Parameter Stop Call NotificationACK Positive Acknowledgement Parameter Enterprise Communications Server CallVisor Asai Protocol Event Notification Ended Parameter Event Notification EndedCause Event Notification Capabilities 10Issue 7 May Asai and Call Routing RouteRoute Select Route End Route Route ParametersCalling party Number/billing number Called party number User-enteredInformation/ collected Digits Flexible Billing II-Digits Denial NAK Causes Route Select Userenteredcode Route Select ParametersCollectdigitsflag Specificevent DigitcolltimeoutNumberofdigits Denial NAK Causes Protocol Error NAK Causes Route End Route End Parameters Receiving a Valid Route Select CS3/30 Considerations Asai and Call Routing 14Issue 7 May Asai and Request Feature Capabilities Request Feature Request Feature Parameters Request Feature Capability GroupFeatureid Specifies the feature to be invoked ACK Positive Acknowledgement Parameters Page Protocol Error NAK Cause Page Page Asai and Request Feature Capabilities 8Issue 7 May Asai and Value Query Capabilities Response Value Query Station Feature Query Extension Type QueryIntegrated Directory Database Query Party ID Query Information Flow for Value Queries Ucid Universal Call ID queryValue Query Parameters Itemparams Station Feature Query Station Status QueryTrunk Group Query Universal Call ID Query ACD Agent Login Query ACK Parameters ACD Agent Status Query ACK ParametersACD Split Status Query ACK Parameters Call Information Query ACK Parameters Date/Time of Day ACK Parameters Call Classifier Status Query ACK ParametersExtension Type Information Query ACK Parameters Integrated Directory Database Query ACK Parameters Special Character Sets PartyID Query ACK Parameters Status of Send All Calls feature Status of Call Forwarding featureStation Status Query ACK Parameters Trunk Group Query ACK Parameters Ucid Universal Call ID Query ACK Parameters NAK Send All Calls Not Defined NAK Message Waiting Lamp MWL Not DefinedNAK Call Forwarding Not Defined Protocol Error NAK Cause Value Query Response Value Query Response Parameters Asai and Value Query Capabilities 16Issue 7 May Asai and Set Value Capabilities10 Set Value Set Value ParametersItemparams Billingtype ACK Positive Acknowledgement Parameters MWL Flexible BillingPage Asai and Set Value Capabilities 10-6Issue 7 May Asai Maintenance Capabilities11 Suspend alarmsResume alarms Heartbeat Heartbeat Heartbeat Parameters Suspend Alarms Suspend Alarms Parameter Resume Alarms Resume Alarms Parameters Restart and Link Versions ECS-initiated Restart adjunct not supporting link versions ECS-initiated restart Adjunct-supporting link versionsAdjunct-initiated restart ECS supports chosen link version Adjunct-initiated restart many associations active Restart Parameters Version Administration without Hardware Awoh Asai and Feature Interactions128411D Stations Analog Sets RedirectionRedirection on No Answer Auto-Answer Option Switch-Hook Operation Switch-Hook Flash OperationNumber of Calls at Analog Sets Number of Held Calls Announcements Answer SupervisionUser-Classified Calls Direct-Agent Calls ARS/AAR Attendants and Attendant Groups Attendant-Specific Button Operation Advice of Charge AOC Attendant Auto-Manual Splitting Advice of Charge Attendant Call Waiting Attendant Serial Call Attendant Control of Trunk Group AccessAttendant Through Dialing Authorization Codes Automatic Call Distribution ACDAgents in Adjunct-Controlled Splits Agents in Multiple Splits Agent Status Displays AnnouncementsAssist/Supervisor Assist Automatic Answering Interflow Night ServiceIntraflow Automatic Callback on Busy/No Answer Auto-Available SplitQueue Status Displays/Indications Timed ACW/Agent Pause Between Calls Bridged Call Appearance Busy Verification of Terminals Call Coverage Coverage of Calls Redirected Off-Net Remote Call CoverageCall Coverage Path Containing VDNs Call Detail Recording CDR Call Splitting Call Forwarding All Calls Off-Net Call Park Call Management System CMSCall Pickup Page Call Vectoring Adjunct Routing Call Prompting Lookahead Interflow LAI Multiple Split Queuing Network-Provided DigitsSelective Listening Vector-Controlled Splits Call Waiting Centralized Attendant Service CASClass of Restriction COR Class of Service COS Conference Scenario with CDR Call Splitting disabled Scenario with CDR Call Splitting enabledWith CDR Calling Splitting disabled With CDR Call-Splitting enabled Data Calls Consult Direct Agent Calling Agent Work Modes with ACD Priority Queuing Agent Work Modes with EASIndications of Direct-Agent Calls in Queue Oldest Call in Queue Number of Calls In QueueHunt Group Measurements Priority Calling Delivering Direct-Agent CallsDirect-Agent Coverage Direct Agent Skill Level Drop Button Operation Do Not DisturbDuplication Electronic Tandem Network ETN Private Network Expansion Port Network EPNExpert Agent Selection EAS Skill Hunt Groups Logical Direct-Agent Calls Supervisor-Assist Calls Event Reports Logins and Logouts for Logical Agents Work Mode Changes for Logical Agents Activate/Cancel Send All Calls and Call Forwarding Value Queries for Logical Agents Facility Restriction Levels FRLs Forced Entry of Account CodesHold Hot Line ISDN/Basic Rate Interface BRI Integrated Services Digital Network IsdnISDN/Primary Rate Interface PRI UUI Prior to R6 UUI and MSI, Starting in R6.3Page Last Number Dialed GermanyFrance VN4 Europe Etsi Leave Word Calling Lookahead InterflowMalicious Call Trace Message Waiting Lamp MultiMedia Endpoint Multiple Split QueuingMusic on Hold Personal Central Office Line Pcol Priority Calling Privacy-Manual ExclusionRingback Queuing Send All Calls SAC Service Observing Send Dtmf Single-Digit Dialing and Mixed Station Numbering Single-Step Conference Switch-Classified Calls Station HuntingSystem Restarts Temporary Bridged Appearances Terminating Extension Group TEG Timed Reminder Transfer Trunk-to-Trunk Transfer VDN OverrideVoice Synthesized Message Retrieval World Class BRI Overview ASAI-EthernetPhysical Connectivity for MFB 15 16 17 18 19 Carrier Connectivity for MFB Cable Connectivity to the System Assembly Cable Connectivity for MFB Administrative Console Connectivity for MFB Physical Connectivity for Mapd Carrier Connectivity for Mapd Cable Connectivity to the Mapd System Assembly Cable Connectivity for Mapd Administrative Console Connectivity for Mapd Administration Overall System Connectivity for MFB/MAPD System Operation MFB/MAPD Circuit Pack Brouter Table Format ASAI-Ethernet 13-12Issue 7 May Installation and Test for CallVisor Asai Hardware Installation Software Installation CallVisor Asai Link Administration Screen 14-1. Add Station page 1 Screen 14-2. Add Station page 2 MIM Event Definity ECS Administration Forms CallVisor Asai Link Testing ACD Lucent Technologies Business Partners 14-10Issue 7 May Call Scenarios and Applications Basic Application Call Scenarios Outbound Call Management Preview Dialing Non-ISDN Facilities Customer Agent Phone Request Feature-ACK Outbound Call Management Predictive Dialing Success Phone Switch Adjunct Processor Call Monitoring VDNs and ACD Splits Agent Terminal Blind Transfer ACD Split or VDN Monitoring Terminal Processor Consultation ACD Split or VDN Monitoring 3rd Party Selective Hold a Consultation Agent Conference Agent connects Connected Event Report a Service Observing ACD Split or VDN Monitoring Customer Supv Agent Adjunct Phone Switch Terminal Agent Reconfiguration Agent Agent Phone Phone Switch User Screen-Based Dialing Station Monitoring Or forced off-hook Screen Transfer Station Monitoring Call Coverage to Station Station Monitoring Application Monitors Station Call Coverage to Audix Station Monitoring SAC Customer’s Call Enters monitored Domain Message Desk Incoming Call Call Alerts Message Desk Message Retrieval via Phone Message Desk Message Retrieval via Data Terminal User forced off-hook VRU-assisted Transaction using Selective Listening Page Calls Across Multiple ECSs ECS a ECS B Call Scenarios and Applications Figure A-2. Call Flow for Blind Transfer to Another ECS 28Issue 7 March Issue 7 March 1998 A-29 30Issue 7 March External Call to Lookahead Interflow VDN 32Issue 7 March Issue 7 March 1998 A-33 VDN Issue 7 March 1998 A-35 36Issue 7 March Issue 7 March 1998 A-37 Expert Agent Selection Interactions Figure A-6. Call Flow for Incoming Call to Skill VDN 40Issue 7 March Issue 7 March 1998 A-41 42Issue 7 March Direct Agent Call to Logical Agent Make Call to Login ID 44Issue 7 March Value Queries for Logical Agent and Skill Hunt Groups Figure A-9. Skill Hunt Groups and Logical Agents 46Issue 7 March Converse Vector Command Interactions 48Issue 7 March Issue 7 March 1998 A-49 50Issue 7 March Redirection On No Answer Rona Interactions Call to Agent with Rona 52Issue 7 March Direct-Agent Call with Rona 54Issue 7 March Issue 7 March 1998 A-55 VDN in Coverage Path Interactions Issue 7 March 1998 A-57 58Issue 7 March Issue 7 March 1998 A-59 Outgoing Call over Non-ISDN Trunk Figure A-16. Outgoing Call over Non-ISDN Trunk Issue 7 March 1998 A-61 62Issue 7 March Figure A-18. Distributed ACD Configuration User Scenarios User to User Information UUI Call Sequence Issue 7 March 1998 A-65 66Issue 7 March User Scenarios Connected IE for Non-ISDN Trunks User Scenarios ASAI-Provided Dial-Ahead Digits User Scenarios ASAI-Requested Digit Collection User Scenarios VDN Return Destination Page Asai Messaging Scenarios VDN Return Destination User Scenarios Flexible Billing 74Issue 7 March Issue 7 March 1998 A-75 User Scenarios Information Identifier II Digits Definity ECS Call Scenarios and Applications User Scenarios Phantom Calls Issue 7 March 1998 A-79 80Issue 7 March Issue 7 March 1998 A-81 82Issue 7 March Issue 7 March 1998 A-83 Call Scenarios and Applications 84Issue 7 March Capacity Requirements Constraints Asai and Release 6 RequirementsR6si and R6vs R6r R6vs and R6si R6r Domain-Controllers per Station Domain Table B-3. Asai Limits per ACD Split Domain Capacity Per Asai interface per link Page Asai and Release 6 Requirements 6Issue 7 March Release Features Matrix Asai Release HistoryRelease Notes Summary System Capacity Tables AMD Release 5 Notes Summary of Past Release NotesGlobal Call Classification Reason Codes Asai Selective ListeningII-Digits Network-Provided Digits Cinfo Release 5 Feature Interactions Send Dtmf SignalsG3V4 Release Notes Expansion of Agent Capabilities ASAI-Accessed Integrated Directory Database Service Agent Login Event ReportMultiQuest Flexible Billing Redirect Call Alerting Event Report Call-Originated Event ReportMiscellaneous Enhancements G3V3 Release Notes Answering Machine Detection AMDUser to User Information UUI Transport Version Control Multiple Monitors Multiple Outstanding Route RequestsConnected Event Report for Non-ISDN Trunks ASAI-Provided Digits ASAI-Requested Digit Collection G3V2 Release Notes Skill Hunt Groups Logical AgentsPhysical Direct Agent Calls Logical Direct Agent CallsPage Capacity R5si 8MB R5si 12MB R5r System Capacity Requirements for Previous ReleasesCapacity G3sPBP G3i G3r Capacity G3sPBP G3i-286 G3i-386 G3r Table C-6. System Capacities for G3V1 GlossaryGL Numerical GL-2Issue 7 May Issue 7 May 1998 GL-3 GL-4Issue 7 May Issue 7 May 1998 GL-5 GL-6Issue 7 May Issue 7 May 1998 GL-7 GL-8Issue 7 May Issue 7 May 1998 GL-9 GL-10Issue 7 May Issue 7 May 1998 GL-11 GL-12Issue 7 May Issue 7 May 1998 GL-13 GL-14Issue 7 May Issue 7 May 1998 GL-15 GL-16Issue 7 May Index Numerics IN-2Issue 7 May Issue 7 May 1998 IN-3 IN-4Issue 7 May Issue 7 May 1998 IN-5 IN-6Issue 7 May Issue 7 May 1998 IN-7 IN-8Issue 7 May Issue 7 May 1998 IN-9 IN-10Issue 7 May Issue 7 May 1998 IN-11 IN-12Issue 7 May Issue 7 May 1998 IN-13 IN-14Issue 7 May Issue 7 May 1998 IN-15 IN-16Issue 7 May Issue 7 May 1998 IN-17 IN-18Issue 7 May Issue 7 May 1998 IN-19 Index IN-20Issue 7 May