Agent Conference | Lucent Technologies 555-230-220 instruction

Call Scenarios and Applications

Agent Conference

	Customer	Agent	Agent		Adjunct	Agent	Agent
	Phone	Phone	Phone	Switch	Adjunct	Terminal	Terminal
	Phone	Phone	Phone	Switch	Processor	Terminal	Terminal
	B	C	A		Processor	C	A
	B	C	A			C	A
					Application has
					Event Notification
			Customer’s call		active for domain
			Customer’s call
			enters monitored
				domain
					Call Offered to Domain
					Event Report (orig=B)
				Call Queues
			Call delivered		Queued Event Report
			Call delivered			Customer information
			to agent			Customer information
			to agent			delivered to data
					Alerting Event Report (A)	delivered to data
					Alerting Event Report (A)		screen
							screen
			Agent connects	Connected Event Report (A)
	Agent and customer			Connected Event Report (A)
	Agent and customer
		talk
			Agent places		Hold Event Report (A)		Agent requests
			call on hold		Hold Event Report (A)		Agent requests
			call on hold				expert’s help
							expert’s help
					3rd Party Make Call		(Agent C)
					3rd Party Make Call
		Call alerting			(dest=C, orig=A)
		Call alerting			Alerting Event Report (C)
					Alerting Event Report (C)	Customer information
						Customer information
		Agent Answers			Connected Event Report (C)	delivered to data
		Agent Answers				screen


		Agents A and C				Expert requests
			talk			Expert requests
			talk			conference with
	Customer joins				3rd Party Merge	conference with
	Customer joins				3rd Party Merge	customer
	call				(Conference)	customer
	call				(Conference)
					3rd Party Merge-ACK
	Agents and customer				(from=A, to=C, other=B)
	Agents and customer					Expert requests
		talk				Expert requests
		talk			3rd Party Clear Call	clear call
						clear call

		Agents and customer
		disconnected			3rd Party Clear Call-ACK

Agent A performs a conference operation from the data terminal by using the Third Party Make Call and Third Party Merge capabilities. In addition, the agent uses Third Party Clear Call to terminate the call.

Issue 7 March 1998 A-11

Image 391

Lucent Technologies 555-230-220 manual Agent Conference, Agent connects Connected Event Report a

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 Enhancement to Extension Information Query Trunk Group/Member Information Release Notes Xxxvi Issue 7 May About This Document Reason for Reissue Information Flow Intended AudienceConventions Used in This Document Capability Name Denial NAK Causes Protocol NAK Error CausesConsiderations Related Documents Ordering Documents How to Comment on This Document About This Document Xlii Issue 7 March Introduction Asai and Capability Groups Capabilities Capabilities and Associations Associations and Capability Groups Asai and Supported Applications Single Link Single Processor Configuration Applications Outbound Call Management Sample Applications Predictive Dialing Preview Dialing Inbound Call Management ACD Call Activity Monitoring Data Screen Delivery and Voice/Data Transfer Speech Processing Integration Data Screen Delivery with Call Prompting Adjunct Routing UUI Information Sources for Routing Logging for Call Back Office Automation Automatic Agent ReconfigurationSequence Dialing Incoming Call Identification Phone Management and Directory Services Message Desk Issue 7 May 1998 Multiple Link Single Processor Configuration Additional Configurations 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 Event Reports and Corresponding Items Non-Call-Related Event ReportingInformation Flow Parameters Answered Event Report Items Provided with Each Event Report AlertingBusy/Unavailable Call Initiated Call EndedCall Offered to Call Transferred Call RedirectedCharging Entered Digits LoginCut-Through Disconnect/Drop Reorder/Denial Event Report Items Provided with Each Event Report LogoutQueued Reconnected Alerting Event Report Called party number Dnis Alerting Event Report ItemsCalling party number Trunk group number/trunk group member number Domain Connected party number alerting party numberCallid Partyid II-digits Reason for redirectionUcid Universal Call ID Connected party number answering party number Answered Event ReportAnswered Event Report Items Called party number Cause Busy/Unavailable Event Report Busy/Unavailable Report Items Called party number new party number Call Conferenced Event ReportCall Conferenced Report Items Calling party number controlling party number Partyid list up to six numbers Old partyidOther call id Resulting callid Call Ended Report Items Call Ended Event Report Call Initiated Report Items Call Initiated Event Report Call Offered to Domain Report Items Call Offered to Domain Event ReportCall Offered to a VDN Domain Call Offered to an ACD Split Domain 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 number Charging Event ReportCharging Event Report Items Called number Final charge Intermediate chargeSplit charge Isdn Display of Charge Information 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 Agent physical extension Login Event ReportLogin Event Report Items Agent work mode Logout Event Report Items Logout Event ReportReason code Queued Event Report Items Queued Event ReportCalls in queue Reconnected Event Report Items Reconnected Event Report Reorder/Denial Report Items Reorder/Denial Event ReportPage Trunk Seized Report Items Trunk Seized Event Report Use of Event Reports in Associations Event Reporting for Merging Two Calls Page Page Call Merge Summary Rules for Merging Two Calls with UUI Information Transfer and Conference Interactions Abort Parameters Abort Asai and Call Control Selective Signals Third PartyThird Party Merge Third Party Make Call Third Party Make Call Parameters Third Party Make Call Uuiinfo ACK Positive Acknowledgement Parameters Denial NAK Causes Considerations Protocol Error NAK Causes Third Party Make Call and Supported Call Types Switch-Classified Call Call Parameters for Switch-Classified Calls Returnack Servicecircuit Optional UUI information received in a successful Call Classification SIT Name Answer Classification No Answer Condition Drop Classification ECS-Terminated Call Conditions Prior to Classification Busy ConditionReorder Condition Other Conditions ECS Operation for Switch-Classified Call Setup Switch-Classified Call Originator Negative Acknowledgement NAK of a Switch-Classified Call Switch-Classified Call Destination Origaddr Other Failure Conditions for Switch-Classified CallsUser-Classified Call Parameters for User-Classified Calls Alertorder Service circuitDirectagentcall Supervisorassist Optional UUI received in a successful Third Party Call Classification for User-Classified Calls ECS Operation for User-Classified Call SetupUser-Classified Call Originator Negative Acknowledgement of a User-Classified Call User-Classified Call Destination Phantom Calls Parameters for Phantom Calls ‘‘ASAIand Feature Interactions.’’ Phantom Call Originator Call Classification for Phantom CallsPhantom Call Destination Direct-Agent Call Negative Acknowledgment of a Phantom Call Splitparam Parameters for Direct-Agent Calls Optional The ECS supports receiving UUI Direct-Agent Call Originator ECS Operation for Direct-Agent Call Setup 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 Supervisor-Assist Call Destination ECS Operation for Supervisor-Assist Call SetupSupervisor-Assist Call Classification Supervisor-Assist Call Originator Parameters and Call Types Negative Acknowledgments of a Supervisor-Assist Call AMD UUI Third Party Take Control Parameters Third Party Take ControlCallid Call ID Universal Protocol Error NAK Cause Considerations Third Party Selective Hold Parameters Third Party Selective HoldPartyid Protocol Error NAK Cause Page Partyid Identifies the party to be reconnected Third Party ReconnectThird Party Reconnect Parameters ACK Positive Acknowledgment Parameters Protocol Error NAK Causes Third Party Redirect Call Parameters Redirect Call Protocol Error NAK Causes Page Talker Third Party Listen-DisconnectThird Party Listen-Disconnect Parameters Listener ACK Positive Acknowledgement Parameters Page Third Party Listen-Reconnect Parameters Third Party Listen-Reconnect Denial NAK Causes Third Party Single-Step Conference Third Party Single-Step Conference Parameters Denial NAK Causes Communications Server CallVisor Asai Protocol Reference Conf/trans Third Party MergeThird Party Merge Parameters Common Extension list Denial NAK CauseResultcallid Old partyid Protocol Error NAK Causes Page Third Party Selective Drop Resourceid Third Party Selective Drop Parameters ACK Positive Acknowledgement Parameters Considerations Third Party Relinquish Control Parameters Third Party Relinquish Control Third Party Clear Call Parameters Third Party Clear Call Protocol Error NAK Cause Third Party Send Dtmf Signals Parameters Third Party Send Dtmf Signals Denial NAK Cause Considerations Callid Identifies the call that has terminated Third Party Call EndedThird Party Call Ended Parameters CausesPage Asai and Call Control 76Issue 7 May Asai and Domain Control Third Party Relinquish SignalsThird Party Merge Third Party Auto Dial Station Domain Domain Station Control DescriptionSplit Domain Domain Control Capabilities Third Party Auto Dial No1 Yes Yes2 Domain Station Control Request Parameters Third Party Domain Station Control Request Protocol Error NAK Cause Mandatory This parameter identifies the ACD split or EAS Considerations Third Party Answer Parameters Third Party Answer Multifunction Station Operation Analog Station Operation Callid Mandatory Identifies the call to be placed on hold Third Party Selective Hold Parameter Protocol Error NAK Cause Callid Mandatory Identifies the call to be reconnected Protocol Error NAK Cause Callid Mandatory The callid of the call to be redirected Domain Control Redirect Call Parameters Protocol Error NAK Causes Page Callid2 Number Old partyid Resultcall Considerations Mandatory Identifies the call to be disconnected Protocol Error NAK Cause Third Party Auto Dial Destroute Third Party Auto Dial ParametersSelect Calling Priority 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 Request Event Notification CancelEvent Notification Capabilities Event Notification Capabilities Event Report Event Notification Ended Value Event Notification RequestEvent Notification Request Parameters Domain type ACK Positive Acknowledgement Parameters Considerations Event Notification Cancel Parameters Event Notification Cancel 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 Route End Asai and Call RoutingRoute Route Select Number/billing number RouteRoute Parameters Calling party Digits Called party numberUser-entered Information/ collected II-Digits Flexible Billing Denial NAK Causes Route Select Userenteredcode Route Select ParametersCollectdigitsflag Specificevent DigitcolltimeoutNumberofdigits Denial NAK Causes Protocol Error NAK Causes Route End Parameters Route End Receiving a Valid Route Select CS3/30 Considerations Asai and Call Routing 14Issue 7 May Request Feature Asai and Request Feature Capabilities 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 Response Asai and Value Query Capabilities Value Query Party ID Query Station Feature QueryExtension Type Query Integrated Directory Database Query Information Flow for Value Queries Ucid Universal Call ID queryValue Query Parameters Itemparams Universal Call ID Query Station Feature QueryStation Status Query Trunk Group Query Call Information Query ACK Parameters ACD Agent Login Query ACK ParametersACD Agent Status Query ACK Parameters ACD Split Status Query ACK Parameters Date/Time of Day ACK Parameters Call Classifier Status Query ACK ParametersExtension Type Information Query ACK Parameters Special Character Sets Integrated Directory Database Query ACK Parameters PartyID Query ACK Parameters Trunk Group Query ACK Parameters Status of Send All Calls featureStatus of Call Forwarding feature Station Status 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 Parameters Value Query Response Asai and Value Query Capabilities 16Issue 7 May Asai and Set Value Capabilities10 Billingtype Set ValueSet Value Parameters Itemparams ACK Positive Acknowledgement Parameters Flexible Billing MWLPage Asai and Set Value Capabilities 10-6Issue 7 May Heartbeat Asai Maintenance Capabilities11Suspend alarms Resume alarms Heartbeat Parameters Heartbeat Suspend Alarms Parameter Suspend Alarms Resume Alarms Parameters Resume Alarms 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 Version Restart Parameters Administration without Hardware Awoh Asai and Feature Interactions128411D Stations Auto-Answer Option Analog SetsRedirection Redirection on No Answer Number of Held Calls Switch-Hook OperationSwitch-Hook Flash Operation Number of Calls at Analog Sets Direct-Agent Calls AnnouncementsAnswer Supervision User-Classified Calls ARS/AAR Attendant-Specific Button Operation Attendants and Attendant Groups Attendant Auto-Manual Splitting Advice of Charge AOC Attendant Call Waiting Advice of Charge Attendant Serial Call Attendant Control of Trunk Group AccessAttendant Through Dialing Agents in Multiple Splits Authorization CodesAutomatic Call Distribution ACD Agents in Adjunct-Controlled Splits Automatic Answering Agent Status DisplaysAnnouncements Assist/Supervisor Assist Interflow Night ServiceIntraflow Timed ACW/Agent Pause Between Calls Automatic Callback on Busy/No AnswerAuto-Available Split Queue Status Displays/Indications Bridged Call Appearance Call Coverage Busy Verification of Terminals Coverage of Calls Redirected Off-Net Remote Call CoverageCall Coverage Path Containing VDNs Call Detail Recording CDR Call Splitting Off-Net Call Forwarding All Calls Call Park Call Management System CMSCall Pickup Page Call Vectoring Adjunct Routing Lookahead Interflow LAI Call Prompting Vector-Controlled Splits Multiple Split QueuingNetwork-Provided Digits Selective Listening Call Waiting Centralized Attendant Service CASClass of Restriction COR Conference Class of Service COS With CDR Call-Splitting enabled Scenario with CDR Call Splitting disabledScenario with CDR Call Splitting enabled With CDR Calling Splitting disabled Consult Data Calls Agent Work Modes with ACD Direct Agent Calling 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 Skill Hunt Groups Electronic Tandem Network ETN Private NetworkExpansion Port Network EPN Expert Agent Selection EAS Logical Direct-Agent Calls Supervisor-Assist Calls Event Reports Logins and Logouts for Logical Agents Activate/Cancel Send All Calls and Call Forwarding Work Mode Changes for Logical Agents Value Queries for Logical Agents Hot Line Facility Restriction Levels FRLsForced Entry of Account Codes Hold ISDN/Basic Rate Interface BRI Integrated Services Digital Network IsdnISDN/Primary Rate Interface PRI UUI and MSI, Starting in R6.3 UUI Prior to R6Page Europe Etsi Last Number DialedGermany France VN4 Message Waiting Lamp Leave Word CallingLookahead Interflow Malicious Call Trace Personal Central Office Line Pcol MultiMedia EndpointMultiple Split Queuing Music on Hold Send All Calls SAC Priority CallingPrivacy-Manual Exclusion Ringback Queuing Send Dtmf Service Observing Single-Step Conference Single-Digit Dialing and Mixed Station Numbering Temporary Bridged Appearances Switch-Classified CallsStation Hunting System Restarts Terminating Extension Group TEG Transfer Timed Reminder World Class BRI Trunk-to-Trunk TransferVDN Override Voice Synthesized Message Retrieval Overview ASAI-EthernetPhysical Connectivity for MFB Carrier Connectivity for MFB 15 16 17 18 19 Cable Connectivity for MFB Cable Connectivity to the System Assembly Administrative Console Connectivity for MFB Carrier Connectivity for Mapd Physical Connectivity for Mapd Cable Connectivity for Mapd Cable Connectivity to the Mapd System Assembly Administrative Console Connectivity for Mapd Overall System Connectivity for MFB/MAPD Administration System Operation MFB/MAPD Circuit Pack Brouter Table Format ASAI-Ethernet 13-12Issue 7 May Hardware Installation Installation and Test for CallVisor Asai CallVisor Asai Link Administration Software Installation Screen 14-1. Add Station page 1 Screen 14-2. Add Station page 2 MIM Event Definity ECS Administration Forms ACD CallVisor Asai Link Testing 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 Call Monitoring VDNs and ACD Splits Phone Switch Adjunct Processor Agent Terminal Terminal Processor Blind Transfer ACD Split or VDN Monitoring 3rd Party Selective Hold a Consultation Consultation ACD Split or VDN Monitoring Agent connects Connected Event Report a Agent Conference Customer Supv Agent Adjunct Phone Switch Terminal Service Observing ACD Split or VDN Monitoring Agent Agent Phone Phone Switch Agent Reconfiguration User Or forced off-hook Screen-Based Dialing Station Monitoring Screen Transfer Station Monitoring Application Monitors Station Call Coverage to Station Station Monitoring SAC Call Coverage to Audix Station Monitoring Customer’s Call Enters monitored Domain Call Alerts Message Desk Incoming Call Message Desk Message Retrieval via Phone User forced off-hook Message Desk Message Retrieval via Data Terminal VRU-assisted Transaction using Selective Listening Page ECS a ECS B Calls Across Multiple ECSs 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 Figure A-9. Skill Hunt Groups and Logical Agents Value Queries for Logical Agent and Skill Hunt Groups 46Issue 7 March Converse Vector Command Interactions 48Issue 7 March Issue 7 March 1998 A-49 50Issue 7 March Call to Agent with Rona Redirection On No Answer Rona Interactions 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 Figure A-16. Outgoing Call over Non-ISDN Trunk Outgoing Call over Non-ISDN Trunk Issue 7 March 1998 A-61 62Issue 7 March User Scenarios User to User Information UUI Figure A-18. Distributed ACD Configuration 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 Definity ECS User Scenarios Information Identifier II Digits 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 Domain-Controllers per Station Domain R6vs and R6si R6r Table B-3. Asai Limits per ACD Split Domain Capacity Per Asai interface per link Page Asai and Release 6 Requirements 6Issue 7 March System Capacity Tables Release Features MatrixAsai Release History Release Notes Summary AMD Release 5 Notes Summary of Past Release NotesGlobal Call Classification Network-Provided Digits Cinfo Reason CodesAsai Selective Listening II-Digits Expansion of Agent Capabilities Release 5 Feature InteractionsSend Dtmf Signals G3V4 Release Notes Redirect Call ASAI-Accessed Integrated Directory Database ServiceAgent Login Event Report MultiQuest Flexible Billing Alerting Event Report Call-Originated Event ReportMiscellaneous Enhancements Version Control G3V3 Release NotesAnswering Machine Detection AMD User to User Information UUI Transport ASAI-Provided Digits Multiple MonitorsMultiple Outstanding Route Requests Connected Event Report for Non-ISDN Trunks ASAI-Requested Digit Collection G3V2 Release Notes Logical Direct Agent Calls Skill Hunt GroupsLogical Agents Physical 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 Numerical GlossaryGL 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 Numerics Index 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