DEFINITY Enterprise Communications ServerRelease 5CallVisor ASAI Technical Reference555-230-220Comcode 108001074Issue 6June 1997

Copyright 1997 Lucent TechnologiesAll Rights ReservedPrinted in USANoticeWhile reasonable efforts were made to ensure that the informationin this document was complete and accurate at the time of printing,Lucent Technologies can assume no responsibility for any errors.Changes and corrections to the information contained in thisdocument may be incorporated into future reissues.Your Responsibility for Your System’s SecurityYou are responsible for the security of your system. LucentTechnologies does not warrant that this product is immune from orwill prevent unauthorized use of common-carrier telecommunicationservices or facilities accessed through or connected to it. LucentTechnologies will not be responsible for any charges that result fromsuch unauthorized use. Product administration to preventunauthorized use is your responsibility and your systemadministrator should read all documents provided with this productto fully understand the features available that may reduce your riskof incurring charges.Federal Communications Commission StatementsPart 15: Class A Statement. This equipment has been testedand found to comply with the limits for a Class A digital device,pursuant to Part 15 of the FCC Rules. These limits are designed toprovide reasonable protection against harmful interference when theequipment is operated in a commercial environment. Thisequipment generates, uses, and can radiate radio-frequency energyand, if not installed and used in accordance with the instructionmanual, may cause harmful interference to radio communications.Operation of this equipment in a residential area is likely to causeharmful interference, in which case the user will be required tocorrect the interference at his or her own expense.Part 68: Network Registration Number. This equipment isregistered with the FCC in accordance with Part 68 of the FCCRules. It is identified by FCC registration numberAS593M-13283-MF-E.Part 68: Answer-Supervision Signaling. Allowing thisequipment to be operated in a manner that does not provide properanswer-supervision signaling is in violation of Part 68 rules. Thisequipment returns answer-supervision signals to the public switchednetwork when: Answered by the called station Answered by the attendant Routed to a recorded announcement that can beadministered by the CPE userThis equipment returns answer-supervision signals on all DID callsforwarded back to the public switched telephone network.Permissible exceptions are: A call is unanswered A busy tone is received A reorder tone is receivedTrademarksCallVisor is a registered trademark of Lucent TechnologiesDEFINITY Enterprise Communications Server is a registeredtrademark of Lucent Technologies in the US and throughout theworld.DEFINITY Communications System is a registered trademark ofLucent Technologies in the US and throughout the world.MultiQuest is a registered trademark of AT&T.Dialogic CT-Connect is a trademark of Dialogic Corporation.Netware Telephony Services is a registered trademark of Novell.PassageWay Telephony Services is a trademark of LucentTechnologies.Solaris is a trademark of Sun Microsystems, Inc. in the UnitedStates and other countries.UNIX is a registered trademark in the United States and othercountries, licensed exclusively through X/Open Company Limited.UnixWare is a registered trademark of the Santa Cruz Operation,Inc. in the USA and other countries.Vari-A-Bill is a registered trademark of AT&T.Ordering InformationThe ordering number for this document is 555-230-220. To order thisdocument, call the BCS Publications Fulfillment Center at1 800 457-1235 (International callers use 1 765 361-5353). Formore information about Lucent Technologies documents, refer to theBusiness Communications Systems Publications Catalog(555-000-010).You can be placed on a Standing Order list for this and other BCSdocuments you may need. Standing Order will enable you toautomatically receive updated versions of individual documents ordocument sets, billed to account information that you provide. Formore information on Standing Orders, or to be put on a list to receivefuture issues of this document, please contact the LucentTechnologies BCS Publications Fulfillment Center.Lucent Technologies Fraud InterventionIf you suspect your are being victimized by toll fraud and you needtechnical support or assistance, call the BCS Technical ServiceCenter Toll Fraud Intervention Hotline at 1 800 643-2353.CommentsTo comment on this document, return the comment card at the frontof the document.AcknowledgmentThis document was prepared by theBCS Product Documentation Development group,Lucent TechnologiesMiddletown, NJ 07748-9972

ContentsRelease Notes ASAI Features up to Release 5.5Global Call ClassificationAdvice of Charge (AOC)Reason CodesASAI Selective ListeningII-DigitsNetwork-Provided Digits (CINFO)R2 MFC Calling Party InformationExpansion of Agent Capabilities27-Character DisplayRelease 5 Feature InteractionsAbout This Document 1ASAI and Capability Groups 2Reason for ReissueIntended AudienceTerminologyHow to Make Comments about This DocumentConventions Used in This DocumentRelated DocumentsIntroductionCapabilitiesCapabilities and AssociationsAssociations and Capability GroupsASAI and Supported Applications ixxxiixxxiixxxiv1-11-11-21-31-42-12-12-2Issue 6 June 1997iii

Contents 3Event Reporting and U-Abort Capabilities ivSample ApplicationsOutbound Call ManagementPreview DialingPredictive DialingInbound Call ManagementACD Call Activity MonitoringData Screen Delivery and Voice/Data TransferData Screen Delivery with Call PromptingSpeech Processing IntegrationAdjunct RoutingInformation Sources for RoutingLogging for Call BackAutomatic Agent ReconfigurationSequence DialingOffice AutomationIncoming Call IdentificationPhone Management and Directory ServicesMessage DeskAdditional ConfigurationsContacting Lucent TechnologiesIntroductionEvent Reporting CapabilityU-Abort CapabilityEvent ReportsCapability Groups and Event ReportingCall-Related Event ReportingNon-Call-Related Event ReportingInformation FlowParametersEvent Reports and Corresponding ItemsAlerting Event ReportAlerting Event Report Itemscalling party numbertrunk group number/trunk group member numbercalled party number (DNIS)Issue 6 June 33-33-33-83-93-93-93-9

Contents connected party number (alerting party number)call idparty iddomainuser to user informationreason for redirectionII-digitsAnswered Event ReportAnswered Event Report Itemscalled party numberconnected party number(answering party number)call idparty idcauseBusy/Unavailable Event ReportBusy/Unavailable Report Itemscalled party number (DNIS)call idcauseCall Conferenced Event ReportCall Conferenced Report Itemscalling party number (controlling party number)called party number (new party number)old party idother call idresulting call idparty id list (up to six numbers)extension list (up to six entries)Call Ended Event ReportCall Ended Report Itemscall idcauseCall Initiated Event ReportCall Initiated Report Itemscall idparty idCall Offered to Domain Event ReportCall Offered to a VDN DomainCall Offered to an ACD Split 3-203-203-20Issue 6 June 1997v

Contents viCall Offered to Domain Report Itemscalling party number/billing number (CPN/BN)trunk group number/trunk group member numbercalled party number (DNIS)user-entered informationlookahead interflow informationdomainuser to user informationflexible billingII-digitsCall Originated Event ReportCall Originated Report Itemscall idparty idcalling party numbercalled party numberparty extensionuser to user informationcauseCall Redirected Event ReportFor Monitored CallsFor Controlled CallsCall Redirected Report Itemscall idCall Transferred Event ReportCall Transferred Report Itemscalling party number (controlling party number)called party number (new party number)other call idold party idresulting call idparty id list (up to six numbers)extension list (up to six entries)Charging Event ReportCharging Event Report Itemscall idparty idcalled numbercharging numbertrunk group/trunk group memberIssue 6 June 293-293-293-30

Contents type of charge3-30Intermediate charge3-30Final charge3-30Split l Redirection using ASAI Redirect Alerting Call 3-31Display of Charge Information3-31ISDN3-31Lengthy Calls3-32Off-Premises Station3-32PPM3-32Private Network QSIG ISDN Protocol3-32Switch-Classified Calls3-33Connected Event Report3-34Multiple Connected Event Reports3-34Connected Event Report Items3-34calling party number/billing number (CPN/BN)3-34trunk group number and trunk groupmember number3-35called party number (DNIS)3-35connected party number3-35call id3-36party id3-36cause3-36II-digits3-36Cut-Through Event Report3-37ISDN Progress Messages3-37Cut-Through Report Items3-37call id3-37party id3-38progress indicator3-38Disconnect/Drop Event Report3-39Disconnect/DropReport Items3-39connected party number (dropped number)3-39call id3-40party id3-40user to user information3-40cause3-40Issue 6 June 1997vii

Contents viiiEntered Digits Event ReportEntered Digits Report Itemscall iddigits enteredHold Event ReportHold Event Report Itemsconnected party number (number that placed thecall on hold)call idparty idLogin Event ReportLogin Event Report Itemsagent work modeagent physical extensionagent logical extensionLogout Event ReportLogout Event Report Itemsagent physical extensionagent logical extensionreason codeQueued Event ReportQueued Event Report Itemscalled party number (DNIS)call idcalls in queueReconnected Event ReportReconnected Event Report Itemsconnected party numbercall idparty idReorder/Denial Event ReportReorder/Denial Report Itemscalled party numbercall idcauseTrunk Seized Event ReportTrunk Seized Report Itemscalled party numbercall idparty idIssue 6 June 493-493-49

Contents 4Use of Event Reports in AssociationsEvent Reporting for Merging Two CallsRules for Merging Two Calls with UUI InformationTransfer and Conference InteractionsU-ABORTInformation FlowU-Abort ParametersASAI and Call Control 3-503-513-543-553-563-563-564-1Third Party Make CallInformation FlowThird Party Make Call ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsThird Party Make Call and Supported Call Types1. Switch-Classified CallCall Parameters for Switch-Classified CallsCall ClassificationAnswer ClassificationDrop ClassificationNo Answer ConditionBusy ConditionReorder ConditionOther ConditionsSwitch-Terminated Call Conditions Prior toClassificationECS Operation for Switch-Classified Call SetupSwitch-Classified Call OriginatorSwitch-Classified Call DestinationNegative Acknowledgement (NAK) of aSwitch-Classified CallOther Failure Conditions forSwitch-Classified Calls2. User-Classified CallParameters for User-Classified 4-124-124-134-134-134-154-154-154-164-164-16Issue 6 June 1997ix

Contents xCall Classification for User-Classified Calls4-17ECS Operation for User-Classified Call Setup4-18User-Classified Call Originator4-18User-Classified Call Destination4-18Negative Acknowledgement of a User-ClassifiedCall4-193. Direct-Agent Call4-20Parameters for Direct-Agent Calls4-20Call Classification4-21ECS Operation for Direct-Agent Call Setup4-21Direct-Agent Call Originator4-22Direct-Agent Call Destination4-22Negative Acknowledgments of a Direct-Agent Call4-224. Supervisor-Assist Call4-23Supervisor-Assist Call Parameters4-25Supervisor-Assist Call Classification4-25ECS Operation for Supervisor-Assist Call Setup 4-25Supervisor-Assist Call Originator4-26Supervisor-Assist Call Destination4-26Negative Acknowledgments of aSupervisor-Assist Call4-27Parameters and Call Types4-27Third Party Take Control4-29Information Flow4-29Third Party Take Control Parameters4-29ACK (positive acknowledgement) Parameters4-29Denial (NAK) Causes4-30Protocol Error (NAK) Cause4-30Considerations4-31Third Party Selective Hold4-32Information Flow4-32Third Party Selective Hold Parameters4-32ACK (Positive Acknowledgement) Parameters4-32Denial (NAK) Causes4-32Protocol Error (NAK) Cause4-33Considerations4-33Third Party Reconnect4-35Information Flow4-35Third Party Reconnect Parameters4-35ACK (Positive Acknowledgment) Parameters4-35Issue 6 June 1997

Contents Denial (NAK) CausesProtocol Error (NAK) CausesConsiderationsRedirect CallInformation FlowThird Party Redirect Call ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsThird Party Listen-DisconnectInformation FlowThird Party Listen-Disconnect ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesConsiderationsThird Party Listen-ReconnectInformation FlowThird Party Listen-Reconnect ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesConsiderationsThird Party MergeInformation FlowThird Party Merge ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CauseProtocol Error (NAK) CausesConsiderationsThird Party Selective DropInformation FlowThird Party Selective Drop ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsThird Party Relinquish ControlInformation FlowThird Party Relinquish Control ParametersACK (Positive Acknowledgement) 4-504-514-514-514-51Issue 6 June 1997xi

Contents 5ASAI and Domain Control xiiDenial (NAK) CauseProtocol Error (NAK) CauseConsiderationsThird Party Clear CallInformation FlowThird Party Clear Call ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CauseProtocol Error (NAK) CauseConsiderationsThird Party Send DTMF SignalsInformation FlowThird Party Send DTMF Signals ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CauseProtocol Error (NAK) CauseConsiderationsThird Party Call EndedInformation FlowThird Party Call Ended ParametersCausesDomain (Station) Control DescriptionStation DomainSplit DomainDomain Control CapabilitiesThird Party Domain (Station) Control RequestInformation FlowDomain (Station) Control Request ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseThird Party Domain Control Requestfor ACD Split/EAS Skill DomainInformation FlowIssue 6 June 5-45-65-65-65-65-65-75-85-8

Contents Domain Control Request for ACD Split/EASSkill Domain ParameterACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsThird Party AnswerInformation FlowThird Party Answer ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsMultifunction Station OperationAnalog Station OperationThird Party Selective HoldInformation FlowThird Party Selective Hold ParameterACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsThird Party ReconnectInformation FlowThird Party Reconnect ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsRedirect CallInformation FlowDomain Control Redirect Call ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsThird Party MergeInformation FlowThird Party Merge ParametersACK (Positive Acknowledgement) -205-205-20Issue 6 June 1997xiii

Contents 6Event Notification Capabilities xivDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsThird Party Selective DropInformation FlowThird Party Selective Drop ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsThird Party Auto DialInformation FlowThird Party Auto Dial ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseThird Party Relinquish ControlInformation FlowThird Party Relinquish Control ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CauseProtocol Error (NAK) CauseConsiderationsThird Party Send DTMF SignalsInformation FlowThird Party Send DTMF Signals ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CauseProtocol Error (NAK) CauseConsiderationsThird Party Domain Control EndedInformation FlowThird Party Domain Control EndedEvent Notification CapabilitiesEvent Notification RequestIssue 6 June 5-295-295-295-305-305-315-325-325-326-16-16-1

Contents 7Event Notification CancelStop Call NotificationEvent Notification EndedEvent ReportEvent Notification RequestInformation FlowEvent Notification Request ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsEvent Notification CancelInformation FlowEvent Notification Cancel ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CauseProtocol Error (NAK) CauseConsiderationsStop Call NotificationInformation FlowStop Call Notification ParameterACK (Positive Acknowledgement) ParameterDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsEvent Notification EndedInformation FlowEvent Notification Ended ParameterConsiderationsASAI and Call Routing RouteInformation FlowRoute ParametersDenial (NAK) CausesProtocol Error (NAK) 96-96-97-17-27-27-27-47-47-4Issue 6 June 1997xv

Contents 8ASAI and Request Feature Capabilities 9Request Feature Capability GroupInformation FlowRequest Feature ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsASAI and Value Query Capabilities xviRoute SelectInformation FlowRoute Select ParametersDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsRoute EndInformation FlowRoute End Parameter(s)ConsiderationsValue QueryACD Agent Login QueryACD Agent Status QueryACD Split Status QueryCall Classifier Status QueryCall Information Status QueryDate and Time QueryExtension Type QueryIntegrated Directory Database QueryParty ID QueryStation Feature QueryStation Status QueryTrunk Group Status QueryIssue 6 June 3

Contents 10Information Flow for Value QueriesValue Query Parametersitemitem paramsACK (Positive Acknowledgement) ParametersACD Agent Login Query ACK ParametersACD Agent Status Query ACK ParametersACD Split Status Query ACK ParametersCall Information Query ACK ParametersCall Classifier Status Query ACK ParametersDate/Time of Day ACK ParametersExtension Type Information Query ACKParametersIntegrated Directory Database Query ACKParametersSpecial Character SetsParty ID Query ACK ParametersStation Feature Query ACK ParametersStatus of Message Waiting Lamp featureStatus of Send All Calls featureStatus of Call Forwarding featureStation Status Query ACK ParametersTrunk Group Query ACK ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsValue Query ResponseInformation FlowValue Query Response ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseASAI and Set Value Capabilities Set ValueInformation FlowSet Value 49-149-149-1410-110-210-210-2Issue 6 June 1997xvii

ContentsACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsMWLFlexible Billing11ASAI Maintenance Capabilities xviiiHeartbeatInformation FlowHeartbeat ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseSuspend AlarmsInformation FlowSuspend Alarms ParameterACK (Positive Acknowledgement) ParametersDenial (NAK) Cause(s)Protocol Error (NAK) Cause(s)ConsiderationsResume AlarmsInformation FlowResume Alarms ParametersACK (Positive Acknowledgement) Parameter(s)Denial (NAK) Cause(s)Protocol Error (NAK) Cause(s)ConsiderationsRestart and Link VersionsInformation FlowRestart ParametersACK (Positive Acknowledgement) ParametersIssue 6 June 11-411-511-511-511-511-811-8

Contents12ASAI and Feature Interactions 8411D StationsAdministration without Hardware (AWOH)Analog SetsRedirectionRedirection on No AnswerAuto-Answer OptionManual Answer OptionNumber of Calls at Analog SetsNumber of Held CallsSwitch-Hook OperationSwitch-Hook Flash OperationUser-Classified CallsDirect-Agent CallsAnnouncementsAnswer SupervisionARS/AARAttendants and Attendant GroupsAttendant-Specific Button OperationAdvice of Charge (AOC)Attendant Auto-Manual SplittingAdvice of ChargeAttendant Call WaitingAttendant Control of Trunk Group AccessAttendant Serial CallAttendant Through DialingAUDIXAuthorization CodesAutomatic Call Distribution (ACD)Agents in Adjunct-Controlled SplitsAgents in Multiple SplitsAgent Status DisplaysAnnouncementsAssist/Supervisor AssistAutomatic AnsweringInterflowIntraflowNight ServiceQueue Status -1112-1112-1112-1112-1212-1212-1212-13Issue 6 June 1997xix

Contents xxTimed ACW/Agent Pause Between CallsAutomatic Callback on Busy/No AnswerAuto-Available SplitBridged Call AppearanceBusy Verification of TerminalsCall CoverageRemote Call CoverageCoverage of Calls Redirected Off-NetCall Coverage Path Containing VDNsCall Detail Recording (CDR)Advice of Charge (AOC)Call SplittingCall Forwarding All CallsOff-NetCall ParkCall PickupCall VectoringAdjunct RoutingAdvice of ChargeCall PromptingLookahead InterflowMultiple Split QueuingNetwork-Provided DigitsSelective ListeningVector-Controlled SplitsCall WaitingCentralized Attendant Service (CAS)Class of Restriction (COR)Class of Service (COS)ConferenceAdvice of Charge (AOC)Basic Conference Scenario:Scenario with CDR Call Splitting disabled:Conferences Calls involving Multiple Trunks andStationsWith CDR Calling Splitting disabled:With CDR Call-Splitting enabled:ConsultSelective ListeningData CallsIssue 6 June 2-2712-2712-2712-2712-2812-2812-2812-2812-2812-29

Contents DCSAdvice of ChargeDirect Agent CallingAgent Work Modes with ACDAgent Work Modes with EASPriority QueuingIndications of Direct-Agent Calls in QueueNumber of Calls In QueueOldest Call in QueueHunt Group MeasurementsDelivering Direct-Agent CallsPriority CallingDirect-Agent CoverageDo Not DisturbDrop Button OperationDuplicationElectronic Tandem Network (ETN) - Private NetworkExpansion Port Network (EPN)Expert Agent Selection (EAS)Skill Hunt GroupsLogical AgentsUser-Classified CallsDirect-Agent CallsLogical Direct-Agent CallsSupervisor-Assist CallsSwitch-Classified CallEvent ReportsLogins and Logouts for Logical AgentsWork Mode Changes for Logical AgentsActivate/Cancel Send All Calls and Call ForwardingValue Queries for Logical AgentsAdvice of ChargeFacility Restriction Levels (FRLs)Forced Entry of Account CodesHoldHot LineIntegrated Services Digital Network (ISDN)ISDN/Basic Rate Interface (BRI)ISDN/Primary Rate Interface (PRI)Advice of Charge 12-44Issue 6 June 1997xxi

Contents 13ASAI-Ethernet xxiiGermanyFrance (VN4)Europe (ETSI)Last Number DialedLeave Word CallingLookahead InterflowAdvice of Charge (AOC)Malicious TraceMessage Waiting LampMixed FAC & TACMultiMedia EndpointMultiple Split QueuingMusic on HoldPersonal Central Office Line (PCOL)Priority CallingPrivacy-Manual ExclusionRingback QueuingSend All Calls (SAC)Send DTMFService ObservingSingle-Digit Dialing and Mixed Station NumberingStation HuntingSystem RestartsTemporary Bridged AppearancesTerminating Extension Group (TEG)Timed ReminderTransferAdvice of Charge (AOC)Trunk-to-Trunk TransferVDN OverrideVoice (Synthesized) Message RetrievalWorld Class BRIOverviewPhysical ConnectivityCarrier ConnectivityIssue 6 June 2-5312-5312-5413-113-113-113-2

Contents 1413-313-413-513-6Installation and Test forCallVisor ASAI ACable ConnectivityAdministrative Console ConnectivityAdministrationSystem Operation14-1Hardware InstallationSoftware InstallationCallVisor ASAI Link AdministrationDEFINITY ECS Administration FormsCallVisor ASAI Link TestingLucent Technologies Business Partners14-114-214-214-714-814-9Call Scenarios and Applications A-11. Basic Application Call ScenariosOutbound Call Management —Preview Dialing(Non-ISDN Facilities)Outbound Call Management — Preview Dialing(ISDN) Facilities or Local Extensions)Outbound Call Management —Predictive Dialing(Destination Busy and No Answer)Outbound Call Management — PredictiveDialing (Success)Call Monitoring —VDNs and ACD SplitsMultiple Queuing and Call Abandon — ACDSplit or VDN MonitoringBlind Transfer — ACD Splitor VDN MonitoringConsultation — ACD Split orVDN MonitoringAgent ConferenceService Observing — ACD Split orVDN MonitoringAgent 13A-14Issue 6 June 1997xxiii

Contents xxivIncoming Call Monitoring and ManualConference — Station MonitoringScreen-Based Dialing —Station MonitoringScreen Transfer — Station MonitoringCall Coverage to Station —Station MonitoringCall Coverage to AUDIX —Station MonitoringAdjunct RoutingMessage Desk — Incoming CallMessage Desk —Message Retrieval via PhoneMessage Desk — Message Retrieval via DataTerminalVRU-assisted Transaction using Selective Listening2. Calls Across Multiple SwitchesExternal Call to VDN, Answered by Station andTransferred to a VDN on Another SwitchExternal Call to VDN, Answered by Station, andTransferred to a Station on Another SwitchExternal Call to Lookahead Interflow VDNExternal Call to VDN, Answered by a LocalStation, and Transferred to a LookaheadInterflow VDN3. Expert Agent Selection InteractionsExternal Call to VDN, Answered by LogicalAgent, and Conferenced with Another LogicalAgentExternal Call to a Logical Agent’s StationTransferred to AnotherLogical AgentDirect Agent Call to Logical Agent —Make Call to Login IDValue Queries for Logical Agent and Skill HuntGroups4. Converse Vector Command InteractionsExternal Call to a VDN that has a Converse Stepthat is InterruptedExternal Call to a VDN that has a Converse Stepthat is not Interrupted5. Redirection On No Answer (RONA) InteractionsIssue 6 June 27A-30A-32A-35A-39A-39A-42A-44A-46A-48A-48A-50A-52

Contents -69A-70A-71A-73A-74A-77ASAI and Release 5 RequirementsB-1Capacity Requirements and ConstraintsB-1 CCall to Agent with RONADirect-Agent Call with RONA6. VDN in Coverage Path InteractionsIncoming Call Routed to a Station that has a VDNin the Coverage PathExternal Call to a VDN with a Forced FirstAnnouncement that gets Routed to a SecondVDNOutgoing Call over Non-ISDN TrunkOutgoing Call over ISDN Trunk that Results inan ISDN Progress Message7. User Scenarios — User to User Information (UUI)Call Sequence 1:Call Sequence 2:Call Sequence 3:8. User Scenarios — Connected IE forNon-ISDN Trunks9. User Scenarios — ASAI-Provided Dial-Ahead Digits10. User Scenarios — ASAI-Requested Digit Collection11. User Scenarios — VDN Return Destination12. ASAI Messaging Scenarios — VDNReturn Destination13. User Scenarios — Flexible Billing14. User Scenarios - Information Identifier (II) DigitsASAI Release History Summary of Past Release NotesG3V4 Release NotesSend DTMF SignalsMultiQuest Flexible BillingRedirect CallC-1C-4C-4C-4C-4C-4Issue 6 June 1997xxv

Contents ASAI-Accessed Integrated Directory DatabaseServiceEvent Report CapabilitiesAgent Login Event ReportCall-Originated Event ReportAlerting Event ReportMiscellaneous EnhancementsG3V3 Release NotesAnswering Machine Detection (AMD)User to User Information (UUI) TransportVersion ControlProprietary Adjunct LinksMultiple MonitorsOptionable Switch-Classified Calls onInternational SwitchesMultiple Outstanding Route RequestsConnected Event Report for Non-ISDN TrunksASAI-Provided DigitsASAI-Requested Digit CollectionG3V2 Release NotesInternational Address Type for ISDN CallsRedirection on No AnswerVDNs in Coverage PathConverse Vector CommandCalled P

Predictive Dialing 2-4 Inbound Call Management 2-5 ACD Call Activity Monitoring 2-6 Data Screen Delivery and Voice/Data Transfer 2-7 Data Screen Delivery with Call Prompting 2-8 Speech Processing Integration 2-8 Adjunct Routing 2-9 Information Sources for Routing 2-10 Logging for Call Ba