Transcription
DEFINITY Enterprise Communications ServerRelease 6CallVisor ASAI Technical Reference555-230-220Comcode 108111279Issue 7May 1998
Copyright 1998 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 TechnologiesCentreVu Computer-Telephony is a registered trademark of LucentTechnologies.DEFINITY 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.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 1 317 322-6791). Formore information about Lucent Technologies documents, refer to theBusiness Communications Systems Publications Catalog555-000-010.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 toreceive future issues of this document, please contact the LucentTechnologies BCS Publications Fulfillment Center.To learn more about Lucent Technologies products and to orderproducts, contact Lucent Direct, the direct-market organization ofLucent Technologies Business Communications Systems. Accesstheir web site at www.lucentdirect.com, or call 1 800 451-2100. TheInternational fax number is 1 317 322-6699.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 theProduct Documentation Development,Lucent TechnologiesMiddletown, NJ 07748-9972
ContentsRelease Notes ASAI Features in Release 6Single-Step ConferenceUniversal Call IDPhantom CallsExpanded ASAI Capacities in the DEFINITY ECSTrunk Group/Member InformationMAPDEnhancement to Extension Information QueryAbout This Document 1 2Reason for ReissueIntended AudienceConventions Used in This DocumentRelated DocumentsOrdering DocumentsHow to Comment on This DocumentASAI and Capability Groups IntroductionCapabilitiesCapabilities and AssociationsAssociations and Capability GroupsASAI and Supported Applications xxxiiiIntroductionApplicationsSample ApplicationsOutbound Call ManagementPreview 12-22-32-32-4Issue 7 May 1998iii
Contents 3Event Reporting and U-Abort Capabilities ivPredictive 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)connected party number (alerting party number)call idparty idIssue 7 May 93-103-103-103-103-113-113-11
Contents domainuser to user informationreason for redirectionII-digitsUCID (Universal Call ID)Answered 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)UCID (Universal Call ID)Call Ended Event ReportCall Ended Report Itemscall idcauseCall Initiated Event ReportCall Initiated Report Itemscall idparty idUCID (Universal Call ID)Call Offered to Domain Event ReportCall Offered to a VDN DomainCall Offered to an ACD Split 3-213-213-21Issue 7 May 1998v
Contents viCall Offered to Domain Report Itemscalling party number/billing number (CPN/BN)trunk group number/trunk groupmember numbercalled party number (DNIS)user-entered informationlookahead interflow informationdomainuser to user informationflexible billingII-digitsUCID (Universal Call ID)Call 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)UCID (Universal Call ID)Charging Event ReportCharging Event Report Itemscall idparty idIssue 7 May 313-313-31
Contents called numbercharging numbertrunk group/trunk group membertype of chargeIntermediate chargeFinal chargeSplit chargechargecauseConsiderationsDisplay of Charge InformationISDNLengthy CallsOff-Premises StationPPMPrivate Network QSIG ISDN ProtocolSwitch-Classified CallsConnected Event ReportMultiple Connected Event ReportsConnected Event Report Itemscalling party number/billing number (CPN/BN)trunk group number and trunk groupmember numbercalled party number (DNIS)connected party numbercall idparty idcauseII-digitsUCID (Universal Call ID)Cut-Through Event ReportISDN Progress MessagesCut-Through Report Itemscall idparty idprogress indicatorDisconnect/Drop Event ReportDisconnect/Drop Report Itemsconnected party number (dropped number)call 3-423-43Issue 7 May 1998vii
Contents viiiparty iduser to user informationcauseEntered Digits Event ReportEntered Digits Report Itemscall iddigits enteredHold Event ReportHold Event Report Itemsconnected party number(number that placed the call 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 ItemsIssue 7 May 513-533-53
Contents 4called party numbercall idparty idTrunk group/trunk group memberUse 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 rd 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 ConditionsECS-Terminated Call ConditionsPrior to ClassificationECS Operation for Switch-Classified Call SetupSwitch-Classified Call OriginatorSwitch-Classified Call DestinationNegative Acknowledgement (NAK) of aSwitch-Classified 4-154-154-154-154-164-174-184-18Issue 7 May 1998ix
Contents xOther Failure Conditions forSwitch-Classified Calls2. User-Classified CallParameters for User-Classified CallsCall Classification for User-Classified CallsECS Operation for User-Classified Call SetupUser-Classified Call OriginatorUser-Classified Call DestinationNegative Acknowledgement of aUser-Classified Call3. Phantom CallsParameters for Phantom CallsCall Classification for Phantom CallsPhantom Call OriginatorPhantom Call DestinationNegative Acknowledgment of a Phantom Call4. Direct-Agent CallParameters for Direct-Agent CallsCall ClassificationECS Operation for Direct-Agent Call SetupDirect-Agent Call OriginatorDirect-Agent Call DestinationNegative Acknowledgments of aDirect-Agent Call5. Supervisor-Assist CallSupervisor-Assist Call ParametersSupervisor-Assist Call ClassificationECS Operation for Supervisor-Assist Call SetupSupervisor-Assist Call OriginatorSupervisor-Assist Call DestinationNegative Acknowledgments of aSupervisor-Assist CallParameters and Call TypesThird Party Take ControlInformation FlowThird Party Take Control ParametersACK (positive acknowledgement) ParametersDenial NAK) CausesProtocol Error (NAK) CauseConsiderationsIssue 7 May 4-364-364-364-374-374-394-394-394-394-414-414-42
Contents Third Party Selective HoldInformation FlowThird Party Selective Hold ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsThird Party ReconnectInformation FlowThird Party Reconnect ParametersACK (Positive Acknowledgment) ParametersDenial (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 Single-Step ConferenceInformation FlowThird Party Single-Step Conference ParametersACK (positive acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) 554-564-564-574-574-584-584-59Issue 7 May 1998xi
Contents xiiThird 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) ParametersDenial (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 ParametersCausesIssue 7 May 744-744-74
Contents5ASAI and Domain Control 5-1Domain (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 Request for ACDSplit/EAS Skill DomainInformation FlowDomain Control Request for ACDSplit/EAS Skill 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 35-135-135-135-135-145-145-155-155-15Issue 7 May 1998xiii
Contents xivACK (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) ParametersDenial (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 FlowIssue 7 May 295-305-315-31
Contents 6Third Party Send DTMF Signals ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CauseProtocol Error (NAK) CauseConsiderationsThird Party Single-Step ConferenceInformation FlowThird Party Single-Step Conference ParametersACK (positive acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK)CausesConsiderationsThird Party Domain Control EndedInformation FlowThird Party Domain Control EndedEvent Notification Capabilities Event Notification CapabilitiesEvent Notification RequestEvent 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) 6-36-36-36-46-46-46-56-66-66-66-66-66-66-6Issue 7 May 1998xv
Contents 7ASAI and Call Routing 8RouteInformation FlowRoute ParametersDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsRoute SelectInformation FlowRoute Select ParametersDenial (NAK) CausesProtocol Error (NAK) CausesConsiderationsRoute EndInformation FlowRoute End Parameter(s)ConsiderationsASAI and Request Feature Capabilities xviStop Call NotificationInformation FlowStop Call Notification ParameterACK (Positive Acknowledgement) ParameterDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsEvent Notification EndedInformation FlowEvent Notification Ended ParameterConsiderationsRequest Feature Capability GroupInformation FlowRequest Feature ParametersIssue 7 May 8-28-2
ContentsACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderations9ASAI and Value Query Capabilities 8-38-38-58-59-1Value 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 QueryUCID (Universal Call ID) queryInformation 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 QueryACK ParametersIntegrated Directory Database QueryACK ParametersSpecial Character SetsParty ID Query ACK sue 7 May 1998xvii
Contents 10ASAI and Set Value Capabilities 11Set ValueInformation FlowSet Value ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsMWLFlexible BillingASAI Maintenance Capabilities xviiiStation 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 ParametersUCID (Universal Call ID) Query ACK ParametersDenial (NAK) CausesProtocol Error (NAK) CauseConsiderationsValue Query ResponseInformation FlowValue Query Response ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesProtocol Error (NAK) CauseHeartbeatInformation FlowHeartbeat ParametersACK (Positive Acknowledgement) ParametersDenial (NAK) CausesIssue 7 May 10-410-411-111-211-211-211-211-2
Contents 12Protocol 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) ParametersASAI 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 12-412-412-5Issue 7 May 1998xix
Contents xxAttendants 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 Displays/IndicationsTimed 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 Management System (CMS)Call ParkCall PickupCall VectoringIssue 7 May 2-1712-1712-1812-1912-1912-2012-2012-2012-22
Contents Adjunct RoutingAdvice of ChargeCall PromptingLookahead Interflow (LAI)Multiple Split QueuingNetwork-Provided DigitsSelective ListeningVector-Controlled SplitsSingle-Step ConferenceCall 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 MultipleTrunks and StationsWith CDR Calling Splitting disabled:With CDR Call-Splitting enabled:ConsultSelective ListeningData CallsDCSAdvice 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 CoverageDirect Agent — Skill LevelDo Not DisturbDrop Button 2-35Issue 7 May 1998xxi
Contents xxiiDuplicationElectronic Tandem Network (ETN) - Private NetworkExpansion Port Network (EPN)Expert Agent Selection (EAS)Skill Hunt GroupsLogical AgentsUser-Classified CallsDirect-Agent CallLogical 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 LineHunt GroupsIntegrated Services Digital Network (ISDN)ISDN/Basic Rate Interface (BRI)ISDN/Primary Rate Interface (PRI)UUI Prior to R6UUI and MSI, Starting in R6.3Advice of Charge (AOC)GermanyFrance (VN4)Europe (ETSI)Last Number DialedLeave Word CallingLookahead InterflowAdvice of Charge (AOC)Malicious Call TraceMessage Waiting LampMixed FAC & TACMultiMedia EndpointMultiple Split QueuingIssue 7 May 2-49
Contents 13Music on HoldPersonal Central Office Line (PCOL)Priority CallingPrivacy-Manual ExclusionRingback QueuingSend All Calls (SAC)Send DTMFService ObservingSingle-Digit Dialing and Mixed Station NumberingSingle-Step ConferenceData Delivery/Data RestrictionStation HuntingSwitch-Classified CallsSystem RestartsTemporary Bridged AppearancesTerminating Extension Group (TEG)Timed ReminderTransferAdvice of Charge (AOC)Trunk-to-Trunk TransferVDN OverrideVoice (Synthesized) Message RetrievalWorld Class BRIASAI-Ethernet 12-5612-5612-5613-1OverviewPhysical Connectivity for MFBCarrier Connectivity for MFBCable Connectivity for MFBAdministrative Console Connectivity for MFBPhysical Connectivity for MAPDCarrier Connectivity for MAPDCable Connectivity for MAPDAdministrative Console Connectivity for MAPDAdministrationSystem 3-9Issue 7 May 1998xxiii
Contents14Installation and Test forCallVisor ASAI ACall Scenarios and Applications xxivHardware InstallationSoftware InstallationCallVisor ASAI Link AdministrationDEFINITY ECS Administration FormsCallVisor ASAI Link TestingLucent Technologies Business Partners1. 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 —Predictive Dialing (Success)Call Monitoring —VDNs and ACD SplitsMultiple Queuing and Call Abandon —ACD Split or VDN MonitoringBlind Transfer — ACD Splitor VDN MonitoringConsultation — ACD Split orVDN MonitoringAgent ConferenceService Observing — ACD Split orVDN MonitoringAgent ReconfigurationIncoming Call Monitoring and ManualConference — Station MonitoringScreen-Based Dialing —Station MonitoringScreen Transfer — Station MonitoringCall Coverage to Station — Station MonitoringIssue 7 May A-7A-8A-9A-10A-11A-12A-13A-14A-15A-16A-17
Contents Call Coverage to AUDIX —Station MonitoringAdjunct RoutingMessage Desk — Incoming CallMessage Desk —Message Retrieval via PhoneMessage Desk — Message Retrieval viaData TerminalVRU-assisted Transaction usingSelective Listening2. Calls Across Multiple ECSsExternal Call to VDN, Answered by Station andTransferred to a VDN on Another ECSExternal Call to VDN, Answered by Station, andTransferred to a Station on Another ECSExternal Call to Lookahead Interflow VDNExternal Call to VDN, Answered by aLocal Station, and Transferred to aLookahead Interflow VDN3. Expert Agent Selection InteractionsExternal Call to VDN, Answered by LogicalAgent, and Conferenced withAnother Logical AgentExternal Call to a Logical Agent’s StationTransferred to Another Logical AgentDirect Agent Call to Logical Agent —Make Call to Login IDValue Queries for Logical Agent andSkill Hunt Groups4. Converse Vector Command InteractionsExternal Call to a VDN that has a ConverseStep that is InterruptedExternal Call to a VDN that has a ConverseStep that is not Interrupted5. Redirection On No Answer (RONA) InteractionsCall to Agent with RONADirect-Agent Call with RONA6. VDN in Coverage Path InteractionsIncoming Call Routed to a Station that has aVDN in the Coverage Issue 7 May 1998xxv
Contents -
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
