Agent Reconfiguration | Lucent Technologies 555-230-220 specs

Call Scenarios and Applications

Agent Reconfiguration

Agent Agent

Phone Phone

CA

	Switch	Adjunct
	Switch	Processor
		Processor

Call delivered to

agent

Call delivered to

agent

Value Query - ACD Split Status

(ACD split 1)

Value Query-ACK (1 logged-in agents, 0 agents available, 25 calls in queue)

Value Query - ACD Split Status

(ACD Split 2)

Value Query-ACK (8 logged-in agents, 5 agents available, 0 calls in queue)

Value Query - ACD Agent Status

(A)

Value Query-ACK (idle, after call work)

Request Feature - Agent Login

(A, ACD Split 1)

Request Feature-ACK

Request Feature - Change Work Mode

(A, auto-in)

Request Feature-ACK

Request Feature - Agent Login

(C, ACD Split 1)

Request Feature-ACK

Value Query - ACD Split Status

(ACD split 1)

Value Query-ACK (3 logged-in agents, 0 agents available, 21 calls in queue)

Application request status of ACD splits

Split 1 overloaded

Split 2 OK

Application checks status of agent A

Application logs-in agent A to ACD split 1

Application changes work mode of agent A

Application logs-in agent C to ACD split 1

Application request status of ACD split 1

The application in the adjunct processor logs in agents to different splits and changes the work mode of the agents based on the call loads of different ACD splits. The application first checks the status of the ACD splits. Then it moves idle agents from one split to another. In addition, the application changes the work mode of an agent. The application continues to check the status of ACD splits to make further agent moves, if necessary.

Issue 7 March 1998 A-13

Image 393

Lucent Technologies 555-230-220 manual Agent Reconfiguration, Agent Agent Phone Phone Switch

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 Asai Features in Release Release NotesSingle-Step Conference Universal Call ID Phantom CallsExpanded 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 Conventions Used in This Document Intended AudienceCapability Name Information Flow Protocol NAK Error Causes Denial NAK 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 Automatic Agent Reconfiguration Office AutomationSequence 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 and U-Abort Capabilities Event Reporting CapabilityAbort Capability Event Reports Capability Groups and Event ReportingCall-Related Event Reporting Information Flow Non-Call-Related Event ReportingParameters Event Reports and Corresponding Items Event Report Items Provided with Each Event Report Alerting AnsweredBusy/Unavailable Call Ended Call InitiatedCall Offered to Call Redirected Call TransferredCharging Cut-Through LoginDisconnect/Drop Entered Digits Queued Event Report Items Provided with Each Event Report LogoutReconnected Reorder/Denial Alerting Event Report Calling party number Alerting Event Report ItemsTrunk group number/trunk group member number Called party number Dnis Callid Connected party number alerting party numberPartyid Domain Reason for redirection II-digitsUcid Universal Call ID Answered Event Report Items Answered Event ReportCalled party number Connected party number answering party number Cause Busy/Unavailable Event Report Busy/Unavailable Report Items Call Conferenced Report Items Call Conferenced Event ReportCalling party number controlling party number Called party number new party number Other call id Old partyidResulting callid Partyid list up to six numbers Call Ended Report Items Call Ended Event Report Call Initiated Report Items Call Initiated Event Report Call Offered to a VDN Domain Call Offered to Domain Event ReportCall Offered to an ACD Split Domain Call Offered to Domain Report Items User-entered information Lookahead interflow information Flexible billing Call Originated Event Report Call Originated Report ItemsParty extension Optional This parameter is not included Call Redirected Event Report For Monitored CallsFor Controlled Calls Call Redirected Report Items Call Transferred Event Report Call Transferred Report ItemsOther callid 30Issue 7 May Charging Event Report Items Charging Event ReportCalled number Charging number Intermediate charge Final chargeSplit charge Isdn Display of Charge Information Lengthy Calls Off-Premises StationPrivate Network Qsig Isdn Protocol Switch-Classified Calls Connected Event Report Multiple Connected Event ReportsConnected Event Report Items Trunk group number and trunk group member number Connected party number Ucid Universal Call ID Cut-Through Event Report Isdn Progress MessagesCut-Through Report Items Progress indicator Disconnect/Drop Event Report Disconnect/Drop Report ItemsConnected party number dropped number Callid Cause Entered Digits Event Report Entered Digits Report ItemsDigits entered Hold Event Report Hold Event Report ItemsConnected party number number that placed the call on hold Login Event Report Items Login Event ReportAgent work mode Agent physical extension Logout Event Report Logout Event Report ItemsReason code Queued Event Report Queued Event Report ItemsCalls 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 Third Party Signals Third PartyMerge Selective 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 Reorder Condition Busy ConditionOther Conditions ECS-Terminated Call Conditions Prior to Classification ECS Operation for Switch-Classified Call Setup Switch-Classified Call Originator Negative Acknowledgement NAK of a Switch-Classified Call Switch-Classified Call Destination User-Classified Call Other Failure Conditions for Switch-Classified CallsParameters for User-Classified Calls Origaddr Directagentcall Service circuitSupervisorassist Alertorder Optional UUI received in a successful Third Party ECS Operation for User-Classified Call Setup Call Classification for User-Classified CallsUser-Classified Call Originator Negative Acknowledgement of a User-Classified Call User-Classified Call Destination Phantom Calls Parameters for Phantom Calls ‘‘ASAIand Feature Interactions.’’ Call Classification for Phantom Calls Phantom Call OriginatorPhantom 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 Direct-Agent Call Destination Negative Acknowledgments of a Direct-Agent CallSupervisor-Assist Call Issue 7 May 1998 Supervisor-Assist Call Parameters Optional If this parameter is present, it indicates that Supervisor-Assist Call Classification ECS Operation for Supervisor-Assist Call SetupSupervisor-Assist Call Originator Supervisor-Assist Call Destination Parameters and Call Types Negative Acknowledgments of a Supervisor-Assist Call AMD UUI Third Party Take Control Third Party Take Control ParametersCallid Call ID Universal Protocol Error NAK Cause Considerations Third Party Selective Hold Third Party Selective Hold ParametersPartyid Protocol Error NAK Cause Page Third Party Reconnect Parameters Third Party ReconnectACK Positive Acknowledgment Parameters Partyid Identifies the party to be reconnected Protocol Error NAK Causes Third Party Redirect Call Parameters Redirect Call Protocol Error NAK Causes Page Third Party Listen-Disconnect Parameters Third Party Listen-DisconnectListener Talker 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 Third Party Merge Parameters Third Party MergeCommon Conf/trans Resultcallid Denial NAK CauseOld partyid Extension list 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 Third Party Call Ended Parameters Third Party Call EndedCauses Callid Identifies the call that has terminatedPage Asai and Call Control 76Issue 7 May Asai and Domain Control Third Party Merge SignalsThird Party Auto Dial Third Party Relinquish Domain Station Control Description Station DomainSplit 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 Third Party Auto Dial Parameters DestrouteSelect 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 Capabilities Event Notification CancelEvent Notification Capabilities Event Notification Request Event Report Event Notification Ended Event Notification Request Parameters Event Notification RequestDomain type Value ACK Positive Acknowledgement Parameters Considerations Event Notification Cancel Parameters Event Notification Cancel Stop Call Notification Stop Call Notification ParameterACK Positive Acknowledgement Parameter Enterprise Communications Server CallVisor Asai Protocol Event Notification Ended Event Notification Ended ParameterCause Event Notification Capabilities 10Issue 7 May Route Asai and Call RoutingRoute Select Route End Route Parameters RouteCalling party Number/billing number User-entered Called party numberInformation/ collected Digits II-Digits Flexible Billing Denial NAK Causes Route Select Route Select Parameters UserenteredcodeCollectdigitsflag Digitcolltimeout SpecificeventNumberofdigits 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 Capability Group Request Feature ParametersFeatureid 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 Extension Type Query Station Feature QueryIntegrated Directory Database Query Party ID Query Ucid Universal Call ID query Information Flow for Value QueriesValue Query Parameters Itemparams Station Status Query Station Feature QueryTrunk Group Query Universal Call ID Query ACD Agent Status Query ACK Parameters ACD Agent Login Query ACK ParametersACD Split Status Query ACK Parameters Call Information Query ACK Parameters Call Classifier Status Query ACK Parameters Date/Time of Day ACK ParametersExtension Type Information Query ACK Parameters Special Character Sets Integrated Directory Database Query ACK Parameters PartyID Query ACK Parameters Status of Call Forwarding feature Status of Send All Calls featureStation Status Query ACK Parameters Trunk Group Query ACK Parameters Ucid Universal Call ID Query ACK Parameters NAK Message Waiting Lamp MWL Not Defined NAK Send All Calls 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 Set Value Parameters Set ValueItemparams Billingtype ACK Positive Acknowledgement Parameters Flexible Billing MWLPage Asai and Set Value Capabilities 10-6Issue 7 May Suspend alarms Asai Maintenance Capabilities11Resume alarms Heartbeat Heartbeat Parameters Heartbeat Suspend Alarms Parameter Suspend Alarms Resume Alarms Parameters Resume Alarms Restart and Link Versions ECS-initiated restart Adjunct-supporting link versions ECS-initiated Restart adjunct not supporting link versionsAdjunct-initiated restart ECS supports chosen link version Adjunct-initiated restart many associations active Version Restart Parameters Asai and Feature Interactions12 Administration without Hardware Awoh8411D Stations Redirection Analog SetsRedirection on No Answer Auto-Answer Option Switch-Hook Flash Operation Switch-Hook OperationNumber of Calls at Analog Sets Number of Held Calls Answer Supervision AnnouncementsUser-Classified Calls Direct-Agent 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 Control of Trunk Group Access Attendant Serial CallAttendant Through Dialing Automatic Call Distribution ACD Authorization CodesAgents in Adjunct-Controlled Splits Agents in Multiple Splits Announcements Agent Status DisplaysAssist/Supervisor Assist Automatic Answering Night Service InterflowIntraflow Auto-Available Split Automatic Callback on Busy/No AnswerQueue Status Displays/Indications Timed ACW/Agent Pause Between Calls Bridged Call Appearance Call Coverage Busy Verification of Terminals Remote Call Coverage Coverage of Calls Redirected Off-NetCall Coverage Path Containing VDNs Call Detail Recording CDR Call Splitting Off-Net Call Forwarding All Calls Call Management System CMS Call ParkCall Pickup Page Call Vectoring Adjunct Routing Lookahead Interflow LAI Call Prompting Network-Provided Digits Multiple Split QueuingSelective Listening Vector-Controlled Splits Centralized Attendant Service CAS Call WaitingClass of Restriction COR Conference Class of Service COS Scenario with CDR Call Splitting enabled Scenario with CDR Call Splitting disabledWith CDR Calling Splitting disabled With CDR Call-Splitting enabled Consult Data Calls Agent Work Modes with ACD Direct Agent Calling Agent Work Modes with EAS Priority QueuingIndications of Direct-Agent Calls in Queue Number of Calls In Queue Oldest Call in QueueHunt Group Measurements Delivering Direct-Agent Calls Priority CallingDirect-Agent Coverage Direct Agent Skill Level Do Not Disturb Drop Button OperationDuplication Expansion Port Network EPN Electronic Tandem Network ETN Private NetworkExpert Agent Selection EAS Skill Hunt Groups 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 Forced Entry of Account Codes Facility Restriction Levels FRLsHold Hot Line Integrated Services Digital Network Isdn ISDN/Basic Rate Interface BRIISDN/Primary Rate Interface PRI UUI and MSI, Starting in R6.3 UUI Prior to R6Page Germany Last Number DialedFrance VN4 Europe Etsi Lookahead Interflow Leave Word CallingMalicious Call Trace Message Waiting Lamp Multiple Split Queuing MultiMedia EndpointMusic on Hold Personal Central Office Line Pcol Privacy-Manual Exclusion Priority CallingRingback Queuing Send All Calls SAC Send Dtmf Service Observing Single-Step Conference Single-Digit Dialing and Mixed Station Numbering Station Hunting Switch-Classified CallsSystem Restarts Temporary Bridged Appearances Terminating Extension Group TEG Transfer Timed Reminder VDN Override Trunk-to-Trunk TransferVoice Synthesized Message Retrieval World Class BRI ASAI-Ethernet OverviewPhysical 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 Asai and Release 6 Requirements Capacity Requirements ConstraintsR6si 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 Asai Release History Release Features MatrixRelease Notes Summary System Capacity Tables AMD Summary of Past Release Notes Release 5 NotesGlobal Call Classification Asai Selective Listening Reason CodesII-Digits Network-Provided Digits Cinfo Send Dtmf Signals Release 5 Feature InteractionsG3V4 Release Notes Expansion of Agent Capabilities Agent Login Event Report ASAI-Accessed Integrated Directory Database ServiceMultiQuest Flexible Billing Redirect Call Call-Originated Event Report Alerting Event ReportMiscellaneous Enhancements Answering Machine Detection AMD G3V3 Release NotesUser to User Information UUI Transport Version Control Multiple Outstanding Route Requests Multiple MonitorsConnected Event Report for Non-ISDN Trunks ASAI-Provided Digits ASAI-Requested Digit Collection G3V2 Release Notes Logical Agents Skill Hunt GroupsPhysical Direct Agent Calls Logical Direct Agent CallsPage System Capacity Requirements for Previous Releases Capacity R5si 8MB R5si 12MB R5rCapacity 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