Lucent Technologies 555-230-220 specs

Call Scenarios and Applications

3. Expert Agent Selection Interactions

This section presents call scenarios in the Expert Agent Selection Environment.

External Call to VDN, Answered by Logical

Agent, and Conferenced with Another Logical

Agent

This scenario shows an incoming non-ISDN call to VDN 5555 that queues to skills 3333 and 4444 (see Figure A-6).Logical agent 2345, logged in from station 6666, answers the call and conferences logical agent 8766 (logged in from station 9999). No queue event is provided for skill 4444 because logical agent 2345 with skill 4444 is available immediately to answer the call.

Note that the called number in the Call Conference Event Report provides the agent’s physical extension, not the agent’s login id extension.

Event Notification for VDN 5555 is active over CRV 78 as shown at the beginning of the call flow. The Adjunct Processor-initiated login for logical agent 2345 is also shown. Logical Agent 8766 is assumed to have logged in manually at the voice station.

A-38Issue 7 March 1998

Image 418

Lucent Technologies 555-230-220 manual Expert Agent Selection Interactions

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 Capability Name Intended AudienceConventions Used in This Document 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 Parameters Non-Call-Related Event ReportingInformation Flow 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 Disconnect/Drop LoginCut-Through Entered Digits Reconnected Event Report Items Provided with Each Event Report LogoutQueued Reorder/Denial Alerting Event Report Trunk group number/trunk group member number Alerting Event Report ItemsCalling party number Called party number Dnis Partyid Connected party number alerting party numberCallid Domain II-digits Reason for redirectionUcid Universal Call ID Called party number Answered Event ReportAnswered Event Report Items Connected party number answering party number Cause Busy/Unavailable Event Report Busy/Unavailable Report Items Calling party number controlling party number Call Conferenced Event ReportCall Conferenced Report Items Called party number new party number Resulting callid Old partyidOther call id 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 an ACD Split Domain Call Offered to Domain Event ReportCall Offered to a VDN 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 Called number Charging Event ReportCharging Event Report Items 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 Agent work mode Login Event ReportLogin Event Report Items 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 Merge Signals Third PartyThird Party 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 Other Conditions Busy ConditionReorder Condition 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 Parameters for User-Classified Calls Other Failure Conditions for Switch-Classified CallsUser-Classified Call Origaddr Supervisorassist Service circuitDirectagentcall 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 Supervisor-Assist Call Originator ECS Operation for Supervisor-Assist Call SetupSupervisor-Assist Call Classification 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 ACK Positive Acknowledgment Parameters Third Party ReconnectThird Party Reconnect Parameters Partyid Identifies the party to be reconnected Protocol Error NAK Causes Redirect Call Third Party Redirect Call Parameters Protocol Error NAK Causes Page Listener Third Party Listen-DisconnectThird Party Listen-Disconnect Parameters 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 Common Third Party MergeThird Party Merge Parameters Conf/trans Old partyid Denial NAK CauseResultcallid 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 Causes Third Party Call EndedThird Party Call Ended Parameters Callid Identifies the call that has terminatedPage Asai and Call Control 76Issue 7 May Asai and Domain Control Third Party Auto Dial SignalsThird Party Merge 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 Capabilities Event Notification CancelEvent Notification Capabilities Event Notification Request Event Notification Ended Event Report Domain type Event Notification RequestEvent Notification Request Parameters 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 Route Select Asai and Call RoutingRoute Route End Calling party RouteRoute Parameters Number/billing number Information/ collected Called party numberUser-entered 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 Integrated Directory Database Query Station Feature QueryExtension Type Query Party ID Query Information Flow for Value Queries Ucid Universal Call ID queryValue Query Parameters Itemparams Trunk Group Query Station Feature QueryStation Status Query Universal Call ID Query ACD Split Status Query ACK Parameters ACD Agent Login Query ACK ParametersACD Agent 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 Station Status Query ACK Parameters Status of Send All Calls featureStatus of Call Forwarding feature 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 Itemparams Set ValueSet Value Parameters Billingtype ACK Positive Acknowledgement Parameters MWL Flexible BillingPage Asai and Set Value Capabilities 10-6Issue 7 May Resume alarms Asai Maintenance Capabilities11Suspend 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 Redirection on No Answer Analog SetsRedirection Auto-Answer Option Number of Calls at Analog Sets Switch-Hook OperationSwitch-Hook Flash Operation Number of Held Calls User-Classified Calls AnnouncementsAnswer Supervision 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 Agents in Adjunct-Controlled Splits Authorization CodesAutomatic Call Distribution ACD Agents in Multiple Splits Assist/Supervisor Assist Agent Status DisplaysAnnouncements Automatic Answering Interflow Night ServiceIntraflow Queue Status Displays/Indications Automatic Callback on Busy/No AnswerAuto-Available Split 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 Selective Listening Multiple Split QueuingNetwork-Provided Digits Vector-Controlled Splits Call Waiting Centralized Attendant Service CASClass of Restriction COR Class of Service COS Conference With CDR Calling Splitting disabled Scenario with CDR Call Splitting disabledScenario with CDR Call Splitting enabled 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 Expert Agent Selection EAS Electronic Tandem Network ETN Private NetworkExpansion Port Network EPN 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 Hold Facility Restriction Levels FRLsForced Entry of Account Codes 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 France VN4 Last Number DialedGermany Europe Etsi Malicious Call Trace Leave Word CallingLookahead Interflow Message Waiting Lamp Music on Hold MultiMedia EndpointMultiple Split Queuing Personal Central Office Line Pcol Ringback Queuing Priority CallingPrivacy-Manual Exclusion Send All Calls SAC Service Observing Send Dtmf Single-Digit Dialing and Mixed Station Numbering Single-Step Conference System Restarts Switch-Classified CallsStation Hunting Temporary Bridged Appearances Terminating Extension Group TEG Timed Reminder Transfer Voice Synthesized Message Retrieval Trunk-to-Trunk TransferVDN Override 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 Notes Summary Release Features MatrixAsai Release History System Capacity Tables AMD Release 5 Notes Summary of Past Release NotesGlobal Call Classification II-Digits Reason CodesAsai Selective Listening Network-Provided Digits Cinfo G3V4 Release Notes Release 5 Feature InteractionsSend Dtmf Signals Expansion of Agent Capabilities MultiQuest Flexible Billing ASAI-Accessed Integrated Directory Database ServiceAgent Login Event Report Redirect Call Alerting Event Report Call-Originated Event ReportMiscellaneous Enhancements User to User Information UUI Transport G3V3 Release NotesAnswering Machine Detection AMD Version Control Connected Event Report for Non-ISDN Trunks Multiple MonitorsMultiple Outstanding Route Requests ASAI-Provided Digits ASAI-Requested Digit Collection G3V2 Release Notes Physical Direct Agent Calls Skill Hunt GroupsLogical Agents 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