While reasonable efforts were made to ensure that the information
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Lucent Technologies
Changes and corrections to the information contained in this
document may be incorporated into future reissues.
can assu me no responsibility for any errors.
Your Responsibility for Your System’s Security
You are responsible for the security of your system. Lucent
Technologies
will prevent unauthorized use of common-ca rrier telecommunication
services or facilities accessed through or connected to it. Lucent
T e ch nol o gies w ill no t be resp on sibl e f or an y ch arge s t ha t re sult fro m
such unauthori ze d us e. Pro du ct adm inistra tio n to pr e ve nt
unauthorized use is your responsibility and your system
admini strator should read all document s provided with this product
to fully understand the features available that may reduce your risk
of incurring char ges.
does not warrant that this product is immune from or
Federal Communications Commission Statements
Part 15: Class A Statement.
and found to comply with the limits for a Class A digital device,
pursuant to Part 15 of the FCC Rules. These limits are designed to
provide reasonable protection against harmful interference when the
equipment is operated in a commercial environment. This
equipm en t gen era te s, us es, and ca n ra di at e r adi o -fre qu enc y e ne rgy
and, if not installed and used in accordance with the in struction
manual, may cause harmful interference to r adio communications.
Operation of this equipment in a residential area is likely to cause
harmful interference, in which case the user will be required to
correct the interference at his or her own expense.
This equipmen t has been tested
Part 68: Network Registration Number. This equipment is
registered with the FCC in accordance with Part 68 of the FCC
Rules. It is identified by FCC registration number
AS593M-13283-MF-E.
Part 68: Answer-Supervision Signaling. Allowing this
equipment to be operated in a manner that does not provide proper
answer-supervision signaling is in v iolation of Part 68 rules. This
equipm ent ret urns an swer-s uper visi on signa ls to t he publi c switc hed
network when:
■ Answered by the called station
■ Answer e d by the at t en da nt
■ Routed to a recorded announcem ent that can be
admini stered by the CPE user
This equipment returns answer-supervi sion signals on all DID calls
forwarded back to the public switched telephone network.
Permissible exceptions are:
■ A call is unanswered
■ A busy tone is received
■ A reorder tone is received
Trademarks
CallVisor is a registered trademark of Lucent Technologies
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Technologies
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trademark of Lucent Technologies
world.
DEFINITY Communications System is a registered trademark of
Lucent Technologies
MultiQ uest 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.
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countries, licensed exclusively through X/Open Company Limited.
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Acknowledgment
This document was prepared by the
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Lucent Technologies
Middletown, NJ 07748-9972
Contents
Release Notes xxxiii
■ ASAI Features in Release 6xxxiii
Single-Step Conferencexxxiii
Univer s a l Ca ll IDxxxiv
Phantom Callsxxxiv
Expanded ASAI Capacities in the DEFINITY ECSxxxiv
Trunk Group/Member Informationxxxv
MAPDxxxv
Enhancement to Extension Information Queryxxxv
About This Document xxxvii
■ Reason for Reissuexxxvii
■ Intended Audiencexxxviii
■ Conventions Used in This Documentxxxviii
■ Related Documentsxl
■ Ordering Documentsxli
■ How to Comment on This Documentxli
1 ASAI and Capability Groups 1-1
■ Introduction1-1
■ Capabilities1-2
Capabilities and Associations1-3
Associations and Capability Groups1-4
2 ASAI and Supported Applications 2-1
■ Introduction2-1
■ Applications2-2
■ Sample Applications2-3
Outbound Call Management2-3
Preview Dialing2-4
Issue 7 May 1998iii
Contents
Predictive Dialing2-4
Inbound Call Management2-5
ACD Call Activity Monitoring2-6
Data Screen Delivery and Voice/Data Transfer2-7
Data Screen Delivery with Call Prompting2-8
Speech Processing Integration2-8
Adjunct Routing2-9
Information Sources for Routing2-10
Logging for Call Back2-11
Automatic Agent Reconfiguration2-12
Sequence Dialing2-12
■ Office Automation2-12
Incoming Call Identification2-13
Phone Management and Directory Services2-13
Message Desk2-14
Capability Groups and Event Reporting3-2
Call-Related Event Reporting3-2
Non-Call-Related Event Reporting3-3
Information Flow3-3
Parameters3-3
Event Reports and Corresponding Items3-3
■ Alerting Event Report3-9
Alerting Event Report Items3-10
calling party number3-10
trunk group number/trunk group member number 3-10
called party number (DNIS)3-10
connected party number (alerting party number)3-11
call_id3-11
party_id3-11
ivIssue 7 May 1998
Contents
domain3-11
user to user information3-11
reason for redirection3-12
II-digits3-12
UCID (Universal Call ID)3-12
■ Answered Event Report3-13
Answered Event Report Items3-13
called party number3-13
connected party number
(answering party number)3-13
call_id3-13
party_id3-14
cause3-14
■ Busy/Unavailable Event Report3-15
Busy/Unavailable Report Items3-16
called party number (DNIS)3-16
call_id3-16
cause3-16
■ Call Conferenced Event Report3-17
Call Conferenced Report Items3-17
calling party number (controlling party number)3-17
called party number (new party number)3-17
old party_id3-18
other call _id3-18
resulting call_id3-18
party_id list (up to six numbers)3-18
extension list (up to six entries)3-18
UCID (Universal Call ID)3-18
Call Offered to a VDN Domain3-21
Call Offered to an ACD Split Domain3-21
Issue 7 May 1998v
Contents
Call Offered to Domain Report Items3-21
calling party number/billing number (CPN/BN)3-21
trunk group number/trunk group
member number3-22
called party number (DNIS)3-22
user-entered information3-22
lookahead interflow information3-23
domain3-23
user to user information3-23
flexible billing3- 24
II-digits3-24
UCID (Universal Call ID)3-24
■ Call Originated Event Report3-25
Call Originated Report Items3-25
call_id3-25
party_id3-25
calling party number3-25
called party number3-25
party extension3-25
user to user information3-26
cause3-26
■ Call Redirected Event Report3-27
For Monitored Calls3-27
For Controlled Calls3-27
Call Redirected Report Items3-28
call_id3-28
■ Call Transferred Event Report3-29
Call Transferred Report Items3-29
calling party number (controlling party number)3-29
called party number (new party number)3-29
other call_id3-29
old party_id3-30
resulting call_id3-30
party_id list (up to six numbers)3-30
extension list (up to six entries)3-30
UCID (Universal Call ID)3-30
■ Charging Event Report3-31
Charging Event Report Items3-31
call_id3-31
party_id3-31
viIssue 7 May 1998
Contents
called number3-31
charging number3-31
trunk group/trunk group member3-32
type of charge3-32
calling party number/billing number (CPN/BN)3-36
trunk group number and trunk group
member number3-37
called party number (DNIS)3-37
connected party number3-38
call_id3-38
party_id3-38
cause3-38
II-digits3-38
UCID (Universal Call ID)3-39
■ Cut-Through Event Report3-40
ISDN Progress Messages3-40
Cut-Through Report Items3-40
call_id3-40
party_id3-41
progress indicator3-41
■ Disconnect/Drop Event Report3-42
Disconnect/Drop Report Items3-42
connected party number (dropped number)3-42
call_id3-43
Issue 7 May 1998vii
Contents
party_id3-43
user to user information3-43
cause3-44
■ Entered Digits Event Report3-45
Entered Digits Report Items3-45
call_id3-45
digits entered3-45
■ Hold Event Report3-46
Hold Event Report Items3-46
connected party number
(number that placed the call on hold)3-46
call_id3-46
party_id3-46
■ Login Event Report3-47
Login Event Report Items3-47
agent work mode3-47
agent physical extension3-47
agent logical extension3-47
called party number (DNIS)3-49
call_id3-49
calls in queue3-49
■ Reconnected Event Report3-50
Reconnected Event Report Items3-50
connected party number3-50
call_id3-50
party_id3-50
■ Reorder/Denial Event Report3-51
Reorder/Denial Report Items3-51
called party number3-51
call_id3-51
cause3-51
■ Trunk Seized Event Report3-53
Trunk Seized Report Items3-53
viiiIssue 7 May 1998
Contents
called party number3-53
call_id3-53
party_id3-53
Trunk group/trunk group member3-53
Use of Event Reports in Associations3-54
■ Event Reporting for Merging Two Calls3-55
Rules for Merging Two Calls with UUI Information3-58
Transfer and Conference Interactions3-59
■ U-ABORT3-60
Information Flow3-60
U-Abort Parameters3-60
4 ASAI and Call Control 4-1
■ Third Party Make Call4-4
Information Flow4-4
Third Party Make Call Parameters4-4
ACK (Positive Acknowledgement) Parameters4-5
Denial (NAK) Causes4-6
Protocol Error (NAK) Causes4-7
Considerations4-7
■ Third Party Make Call and Supported Call Types4-8
1. Switch -C lassifie d Ca ll4-8
Call Parameters for S witch-Clas s ifi ed C alls4-9
Call Classification4-12
Answer Classification4-13
Drop Classification4-14
No Answer Condition4-14
Busy Condition4-15
Reorder Condition4-15
Other Conditions4-15
ECS-Terminated Call Conditions
Prior to Classification4-15
ECS Oper ation for Switch-C lassified Cal l Set up4-16
Switch-Classified Call Originator4-17
Switch -C la s s if ied C all D e s t ina t ion4-18
Negative Acknowledgement (NAK) of a
Switch-Classified Call4-18
Issue 7 May 1998ix
Contents
Other Failure Conditions for
Switch -C la s s if ied C alls4-19
2. User-Classified Call4-19
Parameters for User-Classified Calls4-19
Call Classification for User-Classified Calls4-22
ECS Operation for User-Classified Call Setup4-22
User-Classified Call Originator4-22
User-Classified Call Destination4-23
Negative Acknowledgement of a
User-Classified Call4-23
3. Phantom Calls4-24
Parameters for Phantom Calls4-25
Call Classification for Phantom Calls4-27
Phantom Call Originator4-27
Phantom Call Destination4-27
Negative Acknowledgment of a Phantom Call4-28
4. Direct-Agent Call4-28
Parameters for Direct-Agent Calls4-29
Call Classification4-31
ECS Operation for Direct-Agent Call Setup4-31
Direct-Agent Call Originator4-31
Direct-Agent Call Destination4-32
Negative Acknowledgments of a
Direct-Agent Call4-32
5. Supervisor-Assist Call4-32
Supervisor-Assist Call Parameters4-34
Supervisor-Assist Call Classification4-36
ECS Operation for Supervisor-Assist Call Setup4-36
Supervisor-Assist Call Originator4-36
Supervisor-Assist Call Destination4-36
Negative Acknowledgments of a
Supervisor-Assist Call4-37
Parameters and Call Types4-37
■ Third Party Take Control4-39
Information Flow4-39
Third Party Take Control Parameters4-39
ACK (positive acknowledgement) Parameters4-39
Denial NAK) Causes4-41
Protocol Error (NAK) Cause4-41
Considerations4-42
xIssue 7 May 1998
Contents
■ Third Part y Se lective Hold4-4 3
Information Flow4-43
Third Party Selective Hold Parameters4-43
ACK (Positive Acknowledgement) Parameters4-43
Denial (NAK) Causes4-43
Protocol Error (NAK) Cause4-44
Considerations4-44
■ Third Party Reconnect4-46
Information Flow4-46
Third Party Reconnect Parameters4-46
ACK (Positive Acknowledgment) Parameters4-46
Denial (NAK) Causes4-46
Protocol Error (NAK) Causes4-47
Considerations4-47
■ Redirect Call4-48
Information Flow4-48
Third Party Redirect Call Parameters4-48
ACK (Positive Acknowledgement) Parameters4-48
Denial (NAK) Causes4-48
Protocol Error (NAK) Causes4-49
Considerations4-49
■ Third Party Listen-Disconnect4-51
Information Flow4-51
Third Party Listen-Disconnect Parameters4-51
ACK (Positive Acknowledgement) Parameters4-52
Denial (NAK) Causes4-52
Considerations4-52
■ Third Party Listen-Reconnect4-54
Information Flow4-54
Third Party Listen-Reconnect Parameters4-54
ACK (Positive Acknowledgement) Parameters4-54
Denial (NAK) Causes4-55
Considerations4-55
■ Third Party Single-Step Conference4-56
Information Flow4-56
Third Party Single-Step Conference Parameters4-57
ACK (positive acknowledgement) Parameters4-57
Denial (NAK) Causes4-58
Protocol Error (NAK) Causes4-58
Considerations4-59
Issue 7 May 1998xi
Contents
■ Third Party Merge4-60
Information Flow4-60
Third Party Merge Parameters4-60
ACK (Positive Acknowledgement) Parameters4-60
Denial (NAK) Cause4-61
Protocol Error (NAK) Causes4-62
Considerations4-62
■ Third Party Selective Drop4-64
Information Flow4-64
Third Party Selective Drop Parameters4-65
ACK (Positive Acknowledgement) Parameters4-66
Denial (NAK) Causes4-66
Protocol Error (NAK) Causes4-66
Considerations4-67
■ Third Party Relinquish Control4-68
Information Flow4-68
Third Party Relinquish Control Parameters4-68
ACK (Positive Acknowledgement) Parameters4-68
Denial (NAK) Cause4-68
Protocol Error (NAK) Cause4-68
Considerations4-68
■ Third Party Clear Call4-69
Information Flow4-69
Third Party Clear Call Parameters4-69
ACK (Positive Acknowledgement) Parameters4-69
Denial (NAK) Cause4-69
Protocol Error (NAK) Cause4-70
Considerations4-70
■ Third Party Send DTMF Signals4-71
Information Flow4-71
Third Party Send DTMF Signals Parameters4-71
ACK (Positive Acknowledgement) Parameters4-71
Denial (NAK) Cause4-72
Protocol Error (NAK) Cause4-72
Considerations4-73
■ Third Party Call Ended4-74
Information Flow4-74
Third Party Call Ended Parameters4-74
Causes4-74
xiiIssue 7 May 1998
Contents
5 ASAI and Domain Control 5-1
■ Domain (Station) Control Description5-3
Station Domain5-3
Split Domain5-3
■ Domain Control Capabilities5-4
■ Third Party Domain (Station) Control Request5-6
Information Flow5-6
Domain (Station) Control Request Parameters5-6
ACK (Positive Acknowledgement) Parameters5-6
Denial (NAK) Causes5-6
Protocol Error (NAK) Cause5-7
■ Third Party Domain Control Request for ACD
Split/EA S Sk il l D o main5-8
Information Flow5-8
Domain Control Request for ACD
Split/EA S Sk il l D o main Parame t er5-8
ACK (Positive Acknowledgement) Parameters5-8
Denial (NAK) Causes5-8
Protocol Error (NAK) Cause5-9
Considerations5-9
■ Third Party Answer5-10
Information Flow5-10
Third Party Answer Parameters5-10
ACK (Positive Acknowledgement) Parameters5-10
Denial (NAK) Causes5-10
Protocol Error (NAK) Cause5-11
Considerations5-11
Multifunction Station Operation5-11
Analog Station Operation5-12
■ Third Part y Se lective Hold5-1 3
Information Flow5-13
Third Party Selective Hold Parameter5-13
ACK (Positive Acknowledgement) Parameters5-13
Denial (NAK) Causes5-13
Protocol Error (NAK) Cause5-14
Considerations5-14
■ Third Party Reconnect5-15
Information Flow5-15
Third Party Reconnect Parameters5-15
Information Flow5-17
Domain Control Redirect Call Parameters5-17
ACK (Positive Acknowledgement) Parameters5-17
Denial (NAK) Causes5-17
Protocol Error (NAK) Causes5-18
Considerations5-18
■ Third Party Merge5-20
Information Flow5-20
Third Party Merge Parameters5-20
ACK (Positive Acknowledgement) Parameters5-20
Denial (NAK) Causes5-21
Protocol Error (NAK) Causes5-21
Considerations5-22
■ Third Party Selective Drop5-23
Information Flow5-23
Third Party Selective Drop Parameters5-23
ACK (Positive Acknowledgement) Parameters5-23
Denial (NAK) Causes5-23
Protocol Error (NAK) Cause5-24
Considerations5-24
■ Third Party Auto Dial5-25
Information Flow5-26
Third Party Auto Dial Parameters5-26
ACK (Positive Acknowledgement) Parameters5-28
Denial (NAK) Causes5-28
Protocol Error (NAK) Cause5-28
■ Third Party Relinquish Control5-29
Information Flow5-29
Third Party Relinquish Control Parameters5-29
ACK (Positive Acknowledgement) Parameters5-29
Denial (NAK) Cause5-29
Protocol Error (NAK) Cause5-29
Considerations5-30
■ Third Party Send DTMF Signals5-31
Information Flow5-31
xivIssue 7 May 1998
Contents
Third Party Send DTMF Signals Parameters5-31
ACK (Positive Acknowledgement) Parameters5-31
Denial (NAK) Cause5-32
Protocol Error (NAK) Cause5-32
Considerations5-33
■ Third Party Single-Step Conference5-34
Information Flow5-34
Third Party Single-Step Conference Parameters5-35
ACK (positive acknowledgement) Parameters5-35
Denial (NAK) Causes5-36
Protocol Error (NAK)Causes5-36
Considerations5-37
■ Third Party Domain Control Ended5-38
Information Flow5-38
Third P ar ty D o m a in C o nt rol Ended5-3 8
ACD Agent Login Query9-2
ACD Agent Status Query9-2
ACD Split Status Query9-2
Call Classifier Status Query9-2
Call Information Status Query9-2
Date and Time Query9-2
Extension Type Query9-3
Integrated Directory Database Query9-3
Party ID Query9-3
Station Feature Query9-3
Station Status Query9-3
Trunk Group Status Query9-3
UCID (Universal Call ID) query9-4
Information Flow for Value Queries9-4
Value Query Parameters9-4
item9-4
item_params9-5
ACK (Positive Acknowledgement) Parameters9-7
ACD Agent Login Query ACK Parameters9-7
ACD Agent Status Query ACK Parameters9-7
ACD Split Status Query ACK Paramete r s9-7
Call Information Query ACK Parameters9-7
Call Classifier Status Query ACK Parameters9-8
Date/Time of Day ACK Parameters9-8
Ext ension Type Informatio n Query
ACK Parameters9-8
Integrated Directory Database Query
ACK Parameters9-9
Special Character Sets9-9
Party_ID Quer y AC K Pa rameters9-10
Issue 7 May 1998xvii
Contents
Station Feature Query ACK Parameters9-10
Status of Message Waiting Lamp feature9-10
Status of Send All Calls feature9-11
Status of Call Forwarding feature9-11
Station Status Query ACK Parameters9-11
Trunk Group Query ACK Parameters9-11
UCID (Universal Call ID) Query ACK Parameters 9-12
Information Flow11-5
Restart Parameters11-8
ACK (Positive Acknowledgement) Parameters11-8
12 ASAI and Feature Interactions 12-1
■ 8411D Stations12-1
■ Administration without Hardware (AWOH)12-1
■ Analog Sets12-2
Redirection12-2
Redirection on No Answer12-2
Auto-Answer Option12-2
Manual Answer Option12-2
Number of Calls at Analog Sets12-3
Number of Held Calls12-3
Switch-Hook Operation12-3
Switch-Hook Flash Operation12-3
User-Classified Calls12-4
Direct-Agent Calls12-4
■ Announcements12-4
■ Answer Supervision12-4
■ ARS/AAR12-5
Issue 7 May 1998xix
Contents
■ Attendants and Attendant Groups12-6
Attendant-Specific Button Operation12-6
Advice of Charge (AOC)12-7
■ Attendant Auto-Manual Splitting12-7
Advice of Charge12-8
■ Attendant Call Waiting12-8
■ Attendant Control of Trunk Group Access12-9
■ Attendant Serial Call12-9
■ Attendant Through Dialing12-9
■ AUDIX12-9
■ Authorization Codes12-10
■ Automatic Call Distribution (ACD)12-10
Agents in Adjunct-Controlled Splits12-10
Agents in Multiple Splits12-10
Agent Status Displays12-11
Announcements12-11
Assist/Supervisor Assist12-11
Automatic Answering12-11
Interflow12-12
Intraflow12-12
Night Service12-12
Queue Status Displays/Indications12-13
Timed ACW/Agent Pause Between Cal ls12-13
With CDR Call-Splitting enabled:12-28
Consult12-29
Selective Listening12-29
■ Data Calls12-29
■ DCS12-29
Advice of Charge12-30
■ Direct Agent Calling12-30
Agent Work Modes with ACD12-30
Agent Work Modes with EAS12-31
Priority Queuing12-31
Indications of Direct-Agent Calls in Queue12-31
Number of Calls In Queue12-32
Oldest Call in Queue12-32
Hunt Group Measurements12-32
Delivering Direct-Agent Calls12-33
Priori ty C a lling12-33
Direct-Agent Coverage12-33
■ Direct Agent — Skill Leve l12-3 4
■ Do Not Disturb12-35
■ Drop Button Operation12-35
Issue 7 May 1998xxi
Contents
■ Duplication12-35
■ Electronic Tandem Network (ETN) - Private Network12-36
Logical Direct-Agent Calls12-37
Supervisor-Assist Calls12-38
Switch-Classified Call12-39
Event Reports12-39
Logins and Logouts for Logical Agents12-40
Work Mode Changes for Logical Agents12-41
Activate/Cancel Send All Calls and Call Forwarding 12-41
Value Queries for Logical Agents12-42
Advice of Charge12-42
■ Facility Restrict ion Level s (FRLs)12-43
■ Forced Entry of Account Codes12-43
■ Hold12-43
■ Hot Line12-43
■ Hunt Groups12-43
■ Integrated Services Digital Network (ISDN)12-44
ISDN/Basic Rate Interface (BRI)12-44
ISDN/Primary Rate Interface (PRI)12-44
UUI Prior to R612-45
UUI and MSI, Starting in R6.312-45
Advice of Charge (AOC)12-47
Germany12-47
France (VN4)12-47
Europe (ETSI)12-47
■ Last Number Dialed12-47
■ Leave Word Calling12-48
■ Lookahead Interflow12-48
Advice of Charge (AOC)12-48
■ Malicious Call Trace12-48
■ Message Waiting Lamp12-48
■ Mixed FAC & TAC12-48
■ MultiMedia Endpoint12-49
■ Multiple Split Queuing12-49
xxiiIssue 7 May 1998
Contents
■ Music on Hold12-49
■ Personal Central Office Line (PCOL)12-49
■ Priority Calling12-50
■ Privacy-Manual Exclusion12-50
■ Ringback Queuing12-50
■ Send All Calls (SAC)12-50
■ Send DTMF12-51
■ Service Observing12-51
■ Single-Digit Dialing and Mixed Station Numbering12-52
■ Single-Step Conference12-52
Data Delivery/Data Restriction12-53
■ Station Hunting12-53
■ Switch-Classified Calls12-53
■ System Restarts12-53
■ Temporary Bridged Appearances12-53
■ Terminating Extension Group (TEG)12-54
■ Timed Reminder12-55
■ Transfer12-55
Advice of Charge (AOC)12-55
■ Trunk-to-Trunk Transfer12-56
■ VDN Override12-56
■ Voice (Synthesized) Message Retrieval12-56
■ World Class BRI12-56
13 ASAI-Ethernet 13-1
■ Overview13-1
■ Physical Connectivity for MFB13-1
Carrier Connectivity for MFB13-2
Cable Connectivity for MFB13-3
Administrative Console Connectivity for MFB13-4
■ Physical Connectivity for MAPD13-5
Carrier Connectivity for MAPD13-5
Cable Connectivity for MAPD13-6
Administrative Console Connectivity for MAPD13-7
■ Administration13-8
■ System Operation13-9
Issue 7 May 1998xxiii
Contents
14 Installation and Test for
CallVisor ASAI 14-1
■ Hardware Installation14-1
■ Software Installation14-2
■ CallVisor ASAI Link Administration14-2
■ DEFINI TY ECS Adminis trat io n Forms14-7
■ CallVisor ASAI Link Testing14-8
■ Lucent Technologies Business Partners14-9
A Call Scenarios and Applications A-1
■ 1. Basic Application Call ScenariosA-2
Outbound Call Management — Prev iew Dialing
(Non-ISDN Facilities)A-3
Outbound Call Management — Prev iew Dialing
(ISDN) Facilities or Local Extensions)A-4
Outbound Call Managemen t — Predictive Dialing
(Destination Busy and No Answer)A-5
Outbound Call Managemen t —
Predictive Dialing (Success)A-6
Call Monitoring —
VDNs and ACD SplitsA-7
Multiple Queuing and Call Abandon —
ACD Split or VDN MonitoringA-8
Blind Transfer — ACD Split
or VDN MonitoringA-9
Consultation — ACD Split or
VDN MonitoringA-10
Agent ConferenceA-11
Service Observing — ACD Split or
VDN MonitoringA-12
Agent ReconfigurationA-13
Incoming Call Monitoring and Manual
Conference — Station MonitoringA-14
Screen-Based Dialing —
Station Mon itoringA-15
Screen Transfer — Station MonitoringA-16
Call Coverage to Station — Station MonitoringA-17
Answering Machine Detection (AMD)C-8
User to User Information (UUI) TransportC-8
Version ControlC-8
Proprietary Adjunct LinksC-8
Multiple MonitorsC-9
Optionable Switch-Classified Calls on
International SwitchesC-9
Multiple Outstanding Route RequestsC-9
Connected Event Report for Non-ISDN TrunksC-9
ASAI-Provid e d Di gitsC-9
ASAI-Requested Digit Col le ctionC-1 0
■ G3V2 Release NotesC-11
International Address Type for ISDN CallsC-11
Redirection on No AnswerC-11
VDNs in Coverage PathC-11
Converse Vector CommandC-11
Called Party Number in Route RequestsC-11
Expert Agent Selection (EASe)C-11
■ System Capacity Requirements for Previous ReleasesC-14
Issue 7 May 1998xxvii
Contents
GL Glossary GL-1
IN Index IN-1
xxviiiIssue 7 May 1998
Figures
2 ASAI and Supported Applications
2-1.Single Link — Single Processor Configuration2-1
2-2.Multiple Link — Single Processor Configuration2-16
2-3.Single Link — Multiple Processors Configuration2-17
2-4.Singl e Link — Gateway/Server Configuration2-18
2-5.ASAI Integration with a VRU Configuration2-19
13 ASAI-Ethernet
13-1. DEFINITY LAN Gateway System Assembly in a
DEFINITY ECS Carrier13-2
13-2. Cable Connectivity to the System Assembly13-3
13-3. MAPD System Assembly in a
DEFINITY ECS Carrier13-5
13-4. Cable Connectivity to the MAPD
System Assembly13-6
13-5. Overall System Connectivity for MFB/MAPD13-8
13-6. Relationship of Virtual BRI Ports,
Brouter, and DEFINITY LAN Gateway Clients13-10
A Call Scenarios and Applications
A-1.Multiple ECS Configu rationA-25
A-2.Call Flow for Blind Transfer to Another ECSA -27
A-3.Call Flow for Consultation Transfer to Another ECS A-29
A-4.Call Flow for Incoming Call to
Lookahead Interflow VectorA-32
A-5.Call Flow for a Transfer to a
Lookahead Interflow VectorA-35
A-6.Cal l F low for In c o ming Ca ll to Ski l l VDNA-39
A-7.Call Flow for Incoming Call to Logical
Agent Transferred to Another Logical AgentA-41
A-8.Call Flow for Direct Agent Call to
Logical Agent’s Login IDA-43
A-9.Skill Hunt Groups and Logical AgentsA-45
A-10. Call Flow for a Converse Step that
can be InterruptedA-47
Issue 7 May 1998xxix
Figures
A-11. Call Flow for a Converse Step that will
not be InterruptedA-49
A-12. Call Flow for a Call where RONA Timer ExpiresA-51
A-13. Call Flow for a Direct Agent Call where
RONA Timer ExpiresA-54
A-14. Call Flow for an Agent who has a VDN in the
Coverage PathA-56
A-15. Call Flow for Call to a VDN with
Announcement and Routed to Another VDNA-58
A-16. Outgoing Call over Non-ISDN TrunkA-60
A-17. Call Flow for Outgoing ISDN Call that
Traverses a non-ISDN NetworkA-61
A-18. Distributed ACD ConfigurationA-63
xxxIssue 7 May 1998
Ta bl es
3 Event Reporting and U-Abort Capabilities
3-1.Use of Event Reports in Associations3-54
3-2.Call Merge Summary3-58
4 ASAI and Call Control
4-1.Call Control Acceptance in
Various Call/Station States4-3
4-2.Detected SITs4-13
4-3.Third Party Make Call Options4-38
4-4.Allowable Originators and Destinations for
Specific Call Options4-38
5 ASAI and Domain Control
5-1.Call Control Acceptance in Various Party States5-5
12 ASAI and Feature Interactions
12-1. Interactions Between ASAI and Call Vectoring12-22
12-2. Coverage Interactions for ACD
Calls without Priority Calling12-34
12-3. Coverage Interactions for ACD
Calls with Priority Calli ng12-34
13 ASAI-Ethernet
13-1. Brouter Table Format13-11
14 Installation and Test for
CallVisor ASAI
14-1. ASAI Feature Options Administration for
Lucent Technologies Business
Partners over ASAI-BRI14-5
14-2. ASAI Feature Options Administration for
Lucent Technologies Business
Partners over ASAI-Ethernet14-6
Issue 7 May 1998xxxi
Ta bl es
B ASAI and Release 6 Requirements
B-1.System-Wide ASAI Li mitsB-1
B-2. ASAI Limits per Sta t i onB-2
B-3. ASAI Limits pe r ACD Spli t DomainB-3
B-4. ASAI Limits per VDN Doma inB-3
B-5.ASAI Limits per C allB-3
B-6. ASAI Limits per Li n kB-4
C ASAI Release History
C-1.Release Features MatrixC-1
C-2.System-Wide ASAI Limits for Release 5C-14
C-3.System-Wide ASAI Limits for Release G3V4C-14
C-4.Sy ste m - Wid e ASAI Limits for Rel e a se G3V3C-15
C-5.System Capacities for G3V2C-15
C-6.System Capacities for G3V1C-16
xxxiiIssue 7 May 1998
Release Notes
This section summarizes major enhancements for Release 6 of the CallVisor®
ASAI. These features will be available starting with Release 6.3.
ASAI Features in Release 6
This document covers all the major ASAI features in Release 6.
NOTE:
ASAI is supported on all the DEFINITY Enterprise Communications Servers:
R6r, R6si, and R6vs.
Single-Step Conference
The Single-Step Conference capability allows applications to add a device into an
existing call for the purpose of playing announcements or facilitating
application-initiated transfers and conferences. This is accomplished with a single
ASAI request, without the need for placing anyone on hold or initiating a new call.
This capability can be used by an application to provide a similar functionality as
Service Observing. Up to four additional devices may be Single-Step
Conferenced into a two-party call.
Issue 7 May 1998xxxiii
Release Notes
Universal Call ID
Universal Call ID (UCID) is a unique tag assigned to each DEFINITY call. It is
used by an application to track a call for its life, from origination to disconnect,
regardless of where the call may end up and how it gets there (transfer,
conference, routing, through a variety of network and DEFINITY Enterprise
Communications Servers, and voice responses, etc.). Support for the UCID
(creation) is an option on the DEFINITY ECS.
The UCID is reported to all ASAI links on the DEFINITY ECS, if so administered.
The event reports that contain the UCID are: Call Initiated, Call Offered, Alerting,
Connected, Call Transferred, and Call Conferenced. Acknowledgments to Third
Party Make Call, Third Party Auto-dial, Third Party Merge, Third Party Take
Control, and Third Party Single-Step Conference also contain UCID. The UCID is
also passed in a Route Request Capability. A UCID Query is also available in this
release.
Phantom Calls
A Phantom Call can be initiated through ASAI as a User-Classified Third Party
Make Call but it differs from a regular User-Classified Third Party Make Call. A
Phantom Call can be originated either from a station AWOH (Administered
Without Hardware), or from a Non-ACD Hunt Group made up of AWOH stations.
Regular User-Classified Third Party Make Calls can only be originated from
physical stations and they cannot be originated from a hunt group made up of
physical stations. Phantom Calls can be used by multi-media application to
identify the next available agent (by placing such a call in a queue) and delivering
the multi-media call (e-mail, voice-mail, or fax) at the same time Phantom call gets
delivered to the agent. Phantom Calls are also used to facilitate a conference or
transfer of trunk to trunk connections in conjunction with Single-Step Conference.
A Phantom call is routed and treated by the DEFINITY ECS like a regular voice
call. It can also be placed as a Direct-agent call with the originator being the same
party as described above.
Expanded ASAI Capacities in the DEFINITY ECS
The following capacities are being expanded for R6r only:—
1. Th e n umber of dom ain controls pe r st ation will be incr e as e d f rom 2 to 4.
2. The number of notifications per VDN or ACD will be increased from 3 to 6.
3. The number of ASAI links supported will be increased from 8 to 16, (MAPD
is required for more than 8 links).
These capacities are being increased to allow multiple applications to monitor the
same device. It should be understood that as the number of monitors being
enabled on the DEFINITY ECS increases, the load on the ECS will also increase.
xxxivIssue 7 May 1998
ASAI Features in Release 6
NOTE:
There will be no capacity changes for R6vs or R6si. In addition, the
per-system limits will remain unchanged for all platforms.
Trunk Group/Member Information
The ASAI Trunk Seized event report will contain the trunk group/member number
for an outbound trunk call (for non-ISDN trunks). This, in conjunction with the
UCID, can be used to track a call from the origination to disconnect.
MAPD
If you are already using DEFINITY LAN Gateway on a MAPD board, upgrades to
the DEFINITY R6.3 software also require upgrades to the MAPD Release 2.0,
issue 2.0 or greater.
Enhancement to Extension Information Query
If an EAS agent is logged in at a station for which an Extension Information Query
is done, the response to this query will include the logical agent ID in addition to
the currently returned information.
Issue 7 May 1998
xxxv
Release Notes
xxxviIssue 7 May 1998
About This Document
This reference manual provides detailed information about the CallVisor®
Adjunct/Switch Application Interface
Communications Server (ECS).
NOTE:
The term
by the
DEFINITY ECS
feature,
the proper nam e of ASAI
ASAI is a communications interface that allows application processors (called
adjuncts in this document) to access ECS features and control ECS calls.
The ASAI is implemented using either an Integrated Services Digital Network
(ISDN) Basic Rate Interfac e (ASAI-BRI) or an Et hern e t interface (ASAI over the
DEFINITY LAN Gateway).
Switch-Classif i ed calls
Reason for Reissue
This document has been updated with all the new features up to DEFINITY ECS
software Release 6.3.
1
for the DEFINITY® Enterprise
switch
is no longer used in this document and has been replaced
or the
ECS
. A few exceptions remain, such as the
and the term,
-
Adjunct/Switch Application Interface.
Switch-Hook Flash
as well as
1.CallVisor ASAI is referred t o as ASAI throughout this manual.
Issue 7 March 1998xxxvii
About This Document
Intended Audience
This document is written for the application designer responsible for
building/programming custom applications and feature s. This document is also
helpful to any individual who needs a functional description of ASAI.
ASAI provides the users with the capability to drive a variety of the ECS features.
It is essential, therefore, that the readers of this document should have extensive
knowledge of the ECS features and their interactions.
NOTE:
See the ‘‘Related Documents’’ section for a list of manuals that provide the
ECS features a n d ASAI pro tocol information.
Conventions Used in This Document
An explanation of the conventions used in this document follows.
Chapters 3 through 11 detail the function of each feature or capability of the ASAI.
A capability is a request for or an indication of an operation. For example ,
dropping a party from a call is a capabilit y of ASAI . Related c apabi lit ies are
grouped into functional sets called capability groups.
Each capability within the group is divided int o th e follo wing subs ec tions :
■Capability Name
Provides a short overview of the capability and its functions.
■Informa tion Flow
This heading provides information about the flow of data from the adjunct
to the ECS or vice versa. For example, the ECS may generate reports for
the adjunct (application processor), but the adjunct does not need to
respond to these reports. This situation is different when dealing with many
of the call control capabilities that require a give and take of data between
the ECS and the adjunct.
■<Capability Name> Parameter(s)
This heading documents the type of information (such as the caller_id) that
passes between the ECS and the adjunct (usually in the form of a request
to the ECS). The actual name is based on the capability being discussed;
for example, Call Control Parameters.
■ACK (positive acknowledgement) Parameter(s)
There are many instances when the ECS simply acknowledges the request
made by the adjunct and subsequently performs the operation. There are
other times when the ECS replies with specific information (such as the
identity of the party making the call) to the adjunct within the
acknowledgement.
xxxviiiIssue 7 March 1998
Conventions Used in This Document
■Denial (NAK) Cause(s)
This heading designates a negative acknowledgement (NAK) from the
ECS. This means that the information provided by the adjunct to the ECS
was incorrect; for example, one of the parameters, such as the call_id, was
incorrect. At this point the ECS rejects the request and terminates the
communication channel between the ECS and the adjunct. The ECS also
provides a reason why the operation was not performed. These reasons or
causes fall under the Denial (NAK) Cause(s).
Each ASAI capability contains a Denial (NAK) section with a list of cause
values most commonly occurring. An attempt was made to have these lists
complete. However, due to various unpredictable ECS/feature interactions,
it is not possible to provide a complete list. Therefore, application and ASAI
library writers should be able to handle any other (valid) cause values not
listed under the particular capability.
■Protocol (NAK) Error Cause(s)
This heading designates a protocol processing error.
■Consideration s
This heading provides the user with any special information that should be
taken into account for a particular capability.
Issue 7 March 1998
xxxix
About This Document
Related Documents
DEFINITY En te r p rise Communications Se r ve r Re lease 6 Cal lViso r ASAI Protocol
Reference,
The Protocol Reference provides detailed protocol information of CallVisor
Adjunct Switch Application Interface (ASAI) for the DEFINITY ECS.
555-230-221
NOTE:
Distribution of this document is restricted to Lucent Technologies.
DEFINITY Enterprise Communications Server CallVisor ASAI Overview,
555-230-225
The Overview provides a general description of CallVisor Adjunct Switch
Application Interface (ASAI) and its applications. This document also describes
the functions and services that are available with this interface.
DEFINITY ECS CallVisor ASAI DEFINITY LAN Gateway over MAPD Installation,
Administration, and Maintenance
This document covers the CallVisor ASAI DEFINITY LAN Gateway over
Multi-Application Platform (MAPD) on the DEFINITY ECS which provides Adjunct
Switch Application Interface (ASAI) functionality using an Ethernet transport.
, 555-230-114
DEFINITY ECS Call Visor ASAI PC LAN ove r MAPD In sta llation, Administration,
and Maintenance
This document covers the CallVisor ASAI PC LAN (CV/LAN) application over
Multi-Application Platform for the DEFINITY ECS. The MAPD allows CV/LAN to
offer ASAI functionality over an Ethernet transport.
, 555-230-113
DEFINITY Enterprise Communications Server Release 6 CallVisor PC ASAI
Installation and Reference
This document provides details on the installation, administration, programming,
testing, and troubleshooting of the CallVisor PC.
, 555-230-227
DEFINITY Enterprise Communications Server Release 6 Administration and
Feature Description
This Administration and Feature Description document provides a detailed
description of the DEFINITY ECS features. It is also a planning, operation, and
administration guide for the DEFINITY ECS.
DEFINITY Enterprise Communications Server, Release 6 System Description
Pocket Reference
This document is a reference guide for DEFINITY ECS System.
This manual documents call vectoring for the DEFINITY ECS.
, 555-230-521
CallVisor ASAI CD Document Set
This CD ROM contains four CallVisor ASAI release 6 documents. These are
CallV isor ASAI Technical refer ence , CallVisor ASAI Protoco l Reference , CallV i s o r
ASAI Overview, and CallVisor ASAI PC. This CD also contains two Release 5
documents, CallVisor ASAI DEFINITY LAN Gateway (DLG) over MAPD and
CallVisor ASAI PC LAN (CV/LAN) over MAPD.
BCS Products Security Handbook
This manual provides information on securing various Lucent Technologies
products against toll fraud.
NOTE:
With regard to CallVisor ASAI, the importance of security cannot be
overestimated. It is just as important to secure the processor the application
resides on as it is to secure the ECS.
Ordering Documents
To order this book, or any other Business Communications System (BCS)
document, call the BCS Publications Center at 1 800 457-1235; the fax number is
1 800 457-1764.
, 585-246-801
, 555-025-600
For international calls the number is 317 322-6791; the international fax number is
317 322-6699.
In addition, a complete list of BCS documents is available in the
Communications System Publications Catalog
How to Comment on This Document
Lucent Technologies welcomes your comments on this document. Please
complete the reader comment card attached at the end of this document. If you
are in the United States you can mail this card to us. Customers outside the
United States can fax the card to 1 732 957-4562. If this card is missing, please
note the document title and the document number on your correspondence,
DEFINITY Enterprise Communications Server CallVisor ASAI Technical
Reference,
555-230-220.
, 555-000-010.
Issue 7 March 1998
Business
xli
About This Document
xliiIssue 7 March 1998
ASAI and Capability Groups
Introduction
The purpose of this chapter is to present an overview of ASAI and the services it
provides.
1
ASAI services are divided into functional sets called capability groups. Capability
groups enable the adjunct
Each capability group is defined by the set of functions within it. ASAI defines
eight capability groups in all:
Call ControlThe capabilities in this group enable the adjunct to place,
monitor, and control any party on a single call as it moves
through the ECS.
Domain
(Station/ACD
Split) Control
NotificationThis capability group lets the adjunct request and cancel
1.For the purpose of this document, the term
2.ASAI is not limited to a one-to-one correspondence between the ECS and an adjunct. Multiple
adjunct configurations are available and are discussed in a subsequent secti on. For the sake of
this introduct ion, however, the scope is limited to a single ECS and a single adjun ct.
The station capabilities in thi s group enable the adjunct to
place, monitor, and control all the calls at a specific station
domain.
The split capability group enables the adjunct to receive
reports as to the status of agents on an ACD split. The
DEFINITY ECS provides the Login and Logout Event
reports.
event reporting on certain calls.
1
to communicate with and control the DEFINITY ECS.
adjunct
is defined as the appli cation processo r.
2
Issue 7 May 19981-1
ASAI and Capability Groups
RoutingThis capability group allows the ECS to ask the adjunct for a
call’s destination. The adjunct supplies the destination based
on call-related information (for example, called number).
Request
Feature
Value QueryThis capability group enables the adjunct to request
Set ValueThis capability group enables the adjunct to set the
Mainte na nceThis capability group enables the adjunct to suspend and
Capabilities
While capabilities are grouped by the services they may provide, all groups divide
their particular capabilities into three categories or types. These categories are:
initiating, controlling, and term inat ing capabilities.
The single capability in this group lets the adjunct request
ECS features, such as the agent login, logout, work mode
changes, Call Forwarding, and Send All Calls (SAC).
information regarding the ECS resources. Using this
capability group would, for example, allow a user to query
the ECS for the number of agents currently logged in to an
ACD split.
ECS-controlled services, such as the Message Waiting
Indicator (MWL), for any specified telephone set.
resume the ECS alarms on the ASAI link. It also enables the
adjunct or the ECS to request the status of the ASAI
software at the remote endpoint using the Heartbeat
capability.
InitiatingThese capabilities are used to open a channel of
Controlling These capabilities are used to exchange information once the
Terminating These capabil ities end or close the channel of commun icati on
1-2Issue 7 May 1998
communication between the adjunct and the ECS for
messaging purposes. An example of an initiating capability is
Third Party Make Call that allows the adjunct to direct the ECS
to place a call.
channel of communication has been established. For example,
Third Party Selective Hold can be used to place a call on hold,
or Third Party Merge can be used to transfer a call.
between the adjunct and the ECS. For example, Third Party Call
Ended indicates that the call has ended.
ASAI and Capability Groups
Capabilities and Associations
Central to this introduction of capability groups and ASAI in general i s the c oncept
of an
association
between the adjunct and the ECS for messaging purposes.
It may be helpful to think of an association as a communication session; each
session could involve information pertaining to many calls.
The previous section regarding types of capabilities showed that all capabilities
act across a channel of communication which
capabilities begin an association, controlling capabilities manipulate message
exchange during the association, and terminating capabilities end the association.
. An association is defined as a channel of communication
is
an association. Initiating
Issue 7 May 1998
1-3
ASAI and Capability Groups
Associations and Capability Groups
ASAI defines eight different types of associations, each of which corresponds to a
particular capability group:
■Call C o nt r o l A sso c iations
■Domain (Station/ACD Split) Control Associations
■Notification Associations
■Routing Associatio ns
■Request Feature Associations
■Value Query Associations
■Set Value Associations
■Maintenanc e Associa tions
1-4Issue 7 May 1998
ASAI and Supported Applications
Introduction
This chapter examines various configurations and applications that can be
supported by the ASAI capabilities.
2
The first part of this chapter presents a simple configuration and several
application samples. The latter part provides additional configurations that support
the ASAI capabilities, and a table that defines the capacity limitations of ASAI.
Figure 2-1 illustrates the simplest configuration, an adjunct (application processor)
connected to a DEFINITY ECS via a single ASAI-BRI or ASAI over t h e D EFINITY
LAN Gateway (Ethernet) link.
Application
Release 6
Adjunct
ASAI
BRI/Ethernet
Figure 2-1. Single Link — Single Processor Configuration
Issue 7 May 19982-1
ASAI and Supported Applications
The adjunct can be a personal computer, a minicomputer, or a mainframe.
Applications on the same adjunct monitor and control voice calls or perform other
operations on behalf of a telephone user.
Applications on the adjunct can share the ASAI link when communicating with the
DEFINITY ECS. The DEFINITY ECS does not distinguish between multiple
applications that may be sharing an ECS link.
A user typically has a telephone and a data terminal (PC) at his or her desk. The
user can control the voice calls at his or her telephone by using the telephone or
entering commands at the data terminal. When using the data terminal, the
application controls the voice call via the ASAI lin k. How the data te rminal is
connected to the adjunct is irrelevant to the ASAI-supported applications
described in this document.
Applications
ASAI supports a variety of application types:
■Those that control a single station (telephone set) on behalf of a specific
user
■Those that control all parties on a call
■Those that route incoming calls
■Those that make outbound calls from an ACD split for a telemarketing
center
■Those that monitor calls entering vectors and/or ACD splits
The DEFINITY Enterprise Communications Server (ECS) allows an application to
control a specific extension on a call and, at the same time, allows another
application to control another extension on the call. In this case, both applications
can independently control endpoints on the call in the same way that users can by
using their telephone set.
Multiple Monitors provide the ability for up to three ASAI applications (up to six on
R6r) to monitor the same ACD split or VDN domain. In addition, Multiple Adjunct
Routing allows link redundancy in routing applications.
2-2Issue 7 May 1998
ASAI and Supported Applications
Sample Applications
The sample applications in the following section provide a practical, “real world”
illustration of ASAI ca pabili ti es .
NOTE:
The applications described in this section are not restricted to any particular
configuration described in this section, nor are they mutually exclusive. Any
configuration and group of applications can be used simultaneously. The
ECS does not restrict any mix of applications, except as dictated by capacity
and performance constraints. For information on ASAI capacity limits, see
Appendix B, ‘‘ASAI and Release 6 Requirements.’’
In addition, the ASAI interface provided by the ECS is not the only system
component that might be needed to provide these applications. For
example, additional hardware (computer data terminals, voice response
units, call classifier boards) and/or software (application interface, call
vectoring) might be needed. The ASAI interface only provides the
communication link to access the ECS services that make these
applications possible.
Outbound Call Management
A good example of Outbound Call Management (OCM) is an Outbound
Telephone Support Center Application. An Outbound Telephone Support Center
Application automatically generates outbound calls that are to be handled by a
specified user community (agent pool).
Outbound applications fall into two categories:
Preview Dialing — The agent or user previews a screen of data pertaining to the
call and enters information into the system when ready to make the call. Preview
dialing allows an agent or user to control when the outbound call is started,
enabling the user to prepare for a conversation with the called party.
Predictive Dialing — The adjunct application makes more outbound c alls than
there are agents. Statistically , a certain number of calls will go unanswered, will be
busy, will go to intercept, or will be answered by an answering machine, etc. The
system connects agents only with answered calls. With the answering machine
detection option, the system can be set up to connect agents only when a call is
answered by a person rather than an answering machine. Predictive dialing
makes more efficient use of an agent pool by eliminating dialing time, listening to
ringing, etc.
The following sample scenarios illustrate the operation of Preview Dialing and
Predictive Dialing.
Issue 7 May 1998
2-3
ASAI and Supported Applications
Preview Dialing
1. The agent uses a data terminal to log into the outbound telephone support
application. The application establishes a Domain (Station) Control
association for the agent. There must be one such association for each
agent.
2. The age nt enters information indicating readiness to preview data. There
must be one such association for each agent.
3. The adjunc t application displays a screen of data to the agent.
4. When the agent enters information, the application uses the ASAI Third
Party Auto-Dial capability to place an outbound call from the agent’s station
to the number associated with the displayed data. See ‘‘Third Party Auto
Dial’’ on page 5-25 in Chapter 5, ‘‘ASAI and Domain Control’’ for more
information regarding the Third Party Auto-Dial capability . Alternately, when
the agent enters information, the application uses the ASAI Third Party
Make Call Capability to place an outbound call from the agent to the
number associated with the displayed data. See ‘‘Third Party Make Call’’
on page 4-4 in Chapter 4, ‘‘ASAI and Call Control’’ for more information
regarding the Third Party Make Call Capability.
5. The ECS sends the adjunct event reports about the call for agent tracking
until the call disconnects.
6. The cycle continues.
Predictive Dialing
Predictive dialing uses special hardware, a call classifier. The call classifier is
capable of detecting ringing, voice energy, special information tones, and an
answering machine.
1. A user (agent) uses either a telephone set or data terminal to log into the
outbound telephone support application. If the user uses the data terminal,
then the adjunct application uses the ASAI Request Feature Capability to
log the agent into the ACD split on the ECS.
2. The app lication uses the Third Party Make Call Capability with Service
Circuit/Call Classifier and Alert Destination First options to make outbound
calls from the ACD split extension or from a VDN extension, to external
numbers. This is called a “switch-classified” call. Typically, these numbers
come from a callin g list ma int ained fo r the outbound t elem ar keti ng
application. The application uses queries to monitor ECS resources such
as agents logged into the split, available classifiers, and available trunk
resources. The application usually has a pacing algorithm that places calls
ahead of available agents.
3. When the call classifier detects answer or an answering machine, the ECS
ACD software distributes the call to an available agent or queues the call if
no agent is available. The ECS software can be configured to drop calls if
an answering machine is detected (if Answering Machine Detection is in
use).
2-4Issue 7 May 1998
ASAI and Supported Applications
4. The ECS provides the adjunct application(s) with event reports for call
activity within the ACD split. The application, in turn, might display
information from the calling list to an agent when the ECS ACD software
connects an outbound call to an agent.
5. The cycle continues.
6. For G3V3
and later, the Answering Machine Detection feature may be used
in conjunction with this type of dialing to receive Connected Event Reports
on any type of trunk.
7. Starting with Release 5, Call Classification after Answer Supervision can
be enabled, thereby allowing the ECS to classify a call as answered
without a call classifier being attached. If Answering Machine Detection
(AMD) is desired while this feature is enabled, a call classifier can be
connected to the call after answer supervision is received. The call
classifier can then detect whether the answering party is an answering
machine.
Inbound Call Management
Inbound Call Management provides inbound telemarketing centers with the ability
to increase ACD agent efficiency and tracking by enabling ICM applications to:
■Monitor (receive ASAI Event Reports) all calls delivered to Vector Directory
Numbers (VDNs) and ACD splits and calls originated by ACD agents or
users
■Route calls to specific ACD/hunt groups, VDNs, or ACD agents based on
incoming call information [for example, Calling Party Number/Billing
Number (CPN/BN), II-Digits, UUI and Dialed Number Identification Service
(DNIS)]
1
and ACD call activity (for example, total number of calls queued,
or number of available agents)
■Prepare and deliver, together with the voice call, the appropriate data
screen to the selected agent or user
■Duplicate and transfer the caller’s data screen when an ACD agent or user
conferences or transfers the voice call to another destination (for example,
ACD supervisor, or expert agent)
■Provide ACD agent functions (for example, login, logout, or work mode
change) from a data terminal
■Set the billing rate for calls to a 900-number with AT&T MultiQuest
Vari-A-Bill
®
service.
1.DNIS can be used by the ICM application to identify the type of servi ce or product the calle r is
calling abo ut. This allows a single agent to handle multiple servi ces or products wit hout asking the
caller for the service request ed. Fo r example, a singl e agent coul d handle que stions about Product
A and Product B by assigning each product a different telephone number. When a call is delivered
to the agent, the application, based on the DNIS rec eived, displays the app ropriate product
information that allows the agent to servi ce the caller for his o r her specific need.
Issue 7 May 1998
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ASAI and Supported Applications
The following sample scenarios illustrate the operation of several ICM
applications.
ACD Call Activity Monitoring
The ACD Call Activity Monitoring Application uses event reporting to track the call
activity of VDNs, ACD splits, and individual agents or users. (For
Multiple Monitors pr ov id es the ability for u p to three ASAI applications to monitor
the same ACD Split or VDN domain.)
The application may use the event reports to generate ACD reports containing
information such as the following:
■Call distribution by CPN/BN
■Total number of calls handled by each VDN, ACD split, and/or agent
■Total number of calls, with CPN/BN, that abandon/drop while in queue
■Tot al number of ACD, agent-to-agent, agent-to-supervisor, and personal
calls that were originated and received by each agent
2
for each DNIS
G3V3 and later,
■Average and maximum time in queue
■Average and maximum queue len gth
■Average and maximum call holding time
■Average time spent by each agent on a call
■Total number of calls that interflow/intraflow
■To tal number of calls associa te d with each II -Digits type
In addition, if the application has complete control of the agent work modes, such
as in adjunct-controlled splits, the agent activity reports can also be generated.
A sample scenario for the ACD Call Activity Monitoring application is as follows:
1. The app lic at ion uses the Even t Notifica tion Re quest Capabilities and
Domain Control Capabilities to monitor all calls delivered to ACD splits and
all calls originated and delivered to an agent station.
2. The ECS sends event reports (for example, Call Initiated, Alerting,
Connected, Call Transferred, or Dropped) to the application for all calls
entering the monitored ACD splits and stations.
3. The event reports allow the application to produce the ACD Call Activity
reports described previously.
2.For more information on CPN/BN and DNIS administr ation, refer to
DEFINITY Enterprise
Communications Server Release 6 Installation and Test for Single Carrier Cabinets
and
DEFINITY Enterprise Communicati ons Server Release 6 Inst allati on and Tes t for Multi -Carrier
Cabinets
, 555-230-112.
2-6Issue 7 May 1998
, 555-230-894,
ASAI and Supported Applications
Data Screen Delivery and Voice/Data Transfer
A Data Screen Delivery and Voice/Data Transfer application may use CPN/BN or
calling party number DNIS or called party number, and answering destination
information to construct and deliver a data screen to the answering agent/user’s
data terminal. Likewise, when an agent or user conferences or transfers a call, the
application uses the conferenced agent or transferred-to agent information to
automatically transfer the data screen to the new agent handling the call.
A sample scenario for the Data Screen Delivery and Voice/Data Transfer
application is as follows:
1. The app lication uses the Event Notification Request capabi lity to monitor
all incoming calls to an ACD split or VDN.
2. When a call enters the monitored ACD split or VDN, the ECS sends a Call
Offered to Domain Event Report containing the call’s CPN/BN, DNIS,
II-Digits, UUI (whether supplied by the network or by some other CallVisor
adjunct), and any lookahead interflow and collected digits information
associated with the call .
3. The app lication does a database search on the caller information
(CPN/BN) and retrieves the caller’s data to fill a data screen based on the
service dialed (DNIS).
4. When the call is delivered to an available agent and/or user, the ECS
sends an Alerting and/or Connected Event Report containing the number
of the agent or user handling the call. The application then delivers the
assembled data screen to the data terminal associated with the agent or
user handling the call.
5. If the agent or user conferences or transfers the call to another destination,
the ECS sends a Call Conferenced or Call Transferred Event Report
indicating the new destination. The application then duplicates or recreates
the caller’s data screen at the data terminal associated with the new
destination.
6. When an agent or caller disconnects and/or drops, the
Disconnect/Dropped Event Report is generated and the application may
take appropriate clean up actions.
Issue 7 May 1998
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ASAI and Supported Applications
Data Screen Delivery with Call Prompting
The application can also use the ECS-based Call Prompting feature to obtain
additional information (for example, account number) from the caller. The entered
information can be used to select the appropriate data screen.
A sample scenario for the Data Screen Delivery with Call Prompting application is
as follows:
1. The customer admini sters a vector with a Collect Digits command as part
of the Call Prompting feature.
2. The app lication uses the Event Notification Request capabi lity to monitor
all incoming calls to the VDN used to distribute calls to agents or users.
3. When a call enters the monitored VDN, the ECS sends a Call Offered to
Domain Event Report containing the digits collected for the call in the
previous vector’s Collect Digits vector command. (The digits must be in the
collected digits buffer before entering the monitored domain in order to be
sent in the Call Offered to Domain Event Report.)
4. The app lication does a database search on the digits collected and
retrieves the caller’s data to fill a data screen based on the service dialed.
5. When the call is delivered to an available agent and/or user, the ECS
sends an Alerting and/or Connected Event Report containing the number
of the agent or user handling the call. The application then delivers the
assembled data screen to the data terminal associated with the agent or
user handling the call.
For Release 5 and later, the following feature provides additional functionality:
■Network-provided digits (CINFO): the Collect Digits step, in addition to call
prompting digits, can also collect network-provided customer-entered digits
(ced) or customer database-provided digits (cdpd). These digits are
reported to the adjunct as call prompter data in the Call Offered to Domain
Report.
Speech Processing Integration
Speech Processing Integration can be achieved if the application uses a Voice
Response Unit (VRU) to interact with the caller. The VRU is an adjunct and calls
are delivered to VRU ports for announcements and collection of additional
information from the caller. The application communicates with the VRU software
and uses the information provided by the caller to prepare the appropriate data
screen and/or route the call to the appropriate destination (for example, ACD
agent).
A sample scenario for the Speech Processing Integration application is as follows:
1. The customer administers the VRU ports as ACD agents in an ACD split.
To the ECS the VRU ports look like ACD agents.
2-8Issue 7 May 1998
ASAI and Supported Applications
2. The app lication uses the Event Notification Request capabi lity to monitor
all incoming calls to the ACD split associated with the VRU ports.
3. The app lication uses the Request Feature cap ability to log in, log out, and
change work modes of the VRU ports. It is recommended that
auto-available agents be used for VRUs so that this Request Feature
capability does not have to be invoked.
4. When a call enters the monitored ACD split or VDN, the ECS starts
sending Event Reports to the application about the call including the Call
Offered to Domain Event Report containing the call’s CPN/BN, II-Digits,
DNIS, and any lookahead interflow, and collected digits information
associated with the call. The adjunct can also use the ASAI-Provided Digits
feature with an adjunct route select to send dial-ahead digits. These digits
can be stored in a collect digits vector step and subsequently delivered to a
VRU using a converse vector step.
5. When a call is connected to the VRU, the application uses the VRU’s voice
processing capabilities to interact with the caller. The caller, after
interacting with the VRU (for example, listening to account balances or
transferring funds), may choose to talk to an agent.
6. The application uses Call Control Capabilities (for example, Third Party
7. When the call is delivered to an available agent, the ECS sends an Alerting
Adjunct Routing
The Adjunct Routing application allows the ECS to request call routing
instructions from an adjunct application.
A sample scenario for the Adjunct Routing application is as follows:
1. The customer adm inisters a vector with an “adjunct routing” vector
2. When vector processing for an incoming call encounters the “adjunct
Selective Hold, Third Party Make Call, and Third Party Merge) to transfer
the call to the agent or group of agents (ACD split) designated to handle
this type of caller.
and/or Connected Event Report containing the number of the agent
handling the call. The application then delivers the assembled data screen
to the data terminal associated with the agent handling the call. Typically,
the VRU is handing this information off to a host that will be delivering the
data screen to the appropriate agent.
command as part of the Call Vectoring feature.
routing” vector command, the ECS sends a Route Request Capability
requesting a route for the call. The Route Request includes a variety of
information about the call which can be used by the application to make the
route decision.
Issue 7 May 1998
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ASAI and Supported Applications
3. The app lication selects the route for the call based on the call information
passed and/or agent availability and sends a Route Select Capability with
the route destination.The ECS then routes the call as indicated by the
application.
4. When the call is delivered to the destination, the ECS sends a Route End
Capability indicating a successful route. If the call cannot be routed to the
specified destination, the reason for failure is returned to the application.
ASAI applications may use a variety of criteria for routing a call. Such criteria may
be based on:
■Information received with an incoming call:
—CPN/BN
— DNIS
— II-Digits
— UUI
— Flexib le B illing
■Information collected from the caller:
— using Call Prompting on the ECS
— using CINFO (collected from the caller)
— using ASAI Request Digit Collection
■Information provided by the ECS at route request time:
— VDN used to access vector
■a combination of the above-provided inform ation
Information Sources for Routing
■CPN/BN is obtained from incoming ISDN/PRI and R2MFC trunk calls.
■DNIS is obtained from incoming ISDN/PRI trunk calls.
■II-Digits is obtained from incoming ISDN/PRI trunk call when the network
provides it. The digits contain information about the caller and can be used
in adjunct routing applications to route calls.
■UUI is obtained on ISDN/PRI trunk calls when provided by the network.
Like II-Digits, this information is caller-related. Unlike II-Digits, the contents
of UUI are more flexible. Any kind of information (for example, credit card
number, PIN, etc.) may be passed as UUI. This information is generated
with the call on the local ECS or to a destination on a remote ECS. UUI
information may be sent by the network or by an ASAI application.
■Flexible Billing is obtained on an incoming ISDN/PRI trunk and is used to
inform the ap plic a t io n if Flexible Bi llin g is available on a n in c oming call.
This information can be used as part of the criteria for routing a call.
2-10Issue 7 May 1998
ASAI and Supported Applications
■Call Prompting is collected from the caller using the Call Prompting ECS
feature. Digits collected through Call Prompting (for example, sales, parts,
service, etc.) may be used to select an appropriate route for the call.
■Network-Provided Information (CINFO or Caller Information)
is collected from the caller by the network before the call arrives at
DEFINITY ECS. These digits may represent customer-entered or
database-provided digits. The network inserts this type of information when
routing the call to another ECS. DEFINITY ECS extracts the CINFO and
passes it to ASAI as collected digits. These digits may be used in an
appropriate manner to route a call.
■ASAI-Requested Digit Collection allows an ASAI application to request
that the ECS collect additional information from the caller. This is done
through a flag in the Route Select message. The ECS uses a DTMF tone
detector to detect user-entered digits. These digits are handled like
dial-ahead digits and are collected while the call is out of vector processing.
This digit detection feature can be used with adjunct routing to detect any
input from the caller while the call is being routed (for example, if the far
end is busy, the caller may want to enter a digit indicating a new call should
be placed without the need to hang up and redial).
■VDN is provided with the Route Request, and can be used (in conjunction
with the above information, or by itself) to route the call to the proper
destination.
Logging for Call Back
The Logging for Call Back application uses CPN/BN or calling party number and
any digits collected via the Call Prompting Feature to record the caller’s phone
number and allow the caller, who otherwise might wait in queue for an extended
period, to disconnect from the call. The application will then call the disconnected
caller when agents are available to handle the call.
A sample scenario for the Logging for Call Back application is as follows:
1. The app lication uses the Event Notification Request capabi lity to monitor
all incoming calls to an ACD split or VDN.
2. During periods of high call activity with many queued calls, the caller
receives an announcement with the following options: to leave a phone
number where the caller can be reached, to drop from the call (if the
CPN/BN received is recognized), or to wait in queue.
3. After the caller provides the phone number, the ECS sends the call
information (for example, CPN/BN, DNIS, collected digits) to the
application in a Call Offered to Domain Event Report or a Route capability
and disconnects the call.
4. When agents are available, the application uses the Ou tbou nd Telephone
Support application (for example, Predictive Dialing) to return calls to the
disconnected callers.
Issue 7 May 1998
2-11
ASAI and Supported Applications
Automatic Agent Reconfiguration
The Automatic Agent Reconfiguration application uses the Request Feature
Capability to move agents (that is, login and logout) to different ACD splits based
on the call activity levels (for example, queue length, time in queue) of the splits.
The application increases the number of agents available to handle the queued
calls by moving an agent from other ACD splits that can be staffed with fewer
agents.
A sample scenario for the for the Automatic Agent Reconfiguration is as follows:
1. The app lication uses the Event Notification Request capabi lity to monitor
several ACD splits.
2. The app lication tracks the number of calls in the queue and the number of
available agents for each ACD split. The ECS sends the Queued Event
Report every time a new call queues into an ACD split. The Value Query
Capability provides the number of available agents for each ACD split.
3. Base d on application-specific thresholds (for example, number of calls in
queue) the application uses the Request Feature Capability to log in an
agent into another split.
Sequence Dialing
Sequence Dialing is implemented in two ways:
1. By using VDN Return Destination (release G3V3 and later), in which
callers reach a VDN with Sequence Dialing activated. Through the VDN
Return function, they reach a final destination but do not hang up when the
other side drops. This will automatically return them to vector processing
and give them the ability to call oth er numbers.
2. By using ASAI-Request ed Digit Collection in conjunction with an ASAI
application. (This is a combination of ASAI and VDN Return Destination.)
ASAI collects a certain digit sequence that indicates sequence dialing is
desired. The caller reaches a VDN, is transferred to a final destination that
results in a busy or unanswered call, and enters a specific sequence, such
as a “#”, to make another call. The application receives the digits through
an Entered Digits Event Report. It then drops the far end and returns the
call to VDN Return Destination for repeat dialing.
Office Automation
Office Automation applications allow office personnel (users) to use the computer
data terminal to logically integrate voice and data handling at the user’s desktop
by allowing an application to:
■Know the status of calls at the user’s phone
2-12Issue 7 May 1998
ASAI and Supported Applications
■Initiate, terminate, and control (hold, reconnect, transfer, conference) calls
at the user’s phone
■Invoke ECS features [that is, Call Forwarding, Send All Calls (SAC)] on
behalf of the phone
■Provide messagi ng services that integrate the Messag e Waiting Indicator
at the user’s phone
Incoming Call Identification
The Incoming Call Identification (ICI) application displays the calling party name
and telephone number on the user’s data terminal. Based on the displayed
information, the user can decide whether to answer the call or send the call to
coverage.
A sample scenario for the Incoming Call Identification application is as follows:
1. The app lication uses the Domain Control capability to monitor all calls
originated and received by or delivered to users’ phone sets.
2. When an incoming call is delivered to a user’s phone, the ECS sends an
Alerting Event Report containing the call’s CPN/BN and dialed number
(implies redirection if different from the alerting phone).
3. The app lication displays, at the user’s data terminal, the information
contained in the Event Report as the call rings the user’s phone. When
CPN/BN is available, the application searches its own database
example, corporate directory or customers’ database) of names and
telephone numbers, so that the calling party name is also displayed on the
user’s terminal.
4. Base d on the information displayed at the data terminal, the user can
answer the call or invoke the SAC feature from either the data terminal or
the telephone set. Alternately, the application may request Redirect Call
based on the information obtained.
Phone Management and Directory Services
A Phone Management and Directory Services application may allow telephone
users to:
■Originate, answer, and manipulate calls at a station by using hold, transfer,
reconnect, answer, conference, and drop
■Request to make a call using the called party name
■Create a personal directory list (the user might define his or her own
directory to be used by the application when searching for a telephone
number to be included in call request)
3
(for
3.The user may define the persona l di rectory database to be used by the applicatio n.
Issue 7 May 1998
2-13
ASAI and Supported Applications
■Redirect calls to the message desk or coverage
A sample scenario for the Phone Management and Directory Services application
is as follows:
1. The app lication uses the Domain (Station) Control capability to monitor all
calls at a station.
2. A user brings up the telephone mana gem ent screen at his or her data
terminal and enters the name of the called person.
3. The app lication searches the user’s personal directory and corporate
directory for the phone number associated with the called name. As soon
as a telephone number is retrieved, the application uses the Third Party
Auto Dial capability to or iginate the cal l for the user.
4. The app lication receives event reports (for example, Call Originated,
Alerting, Connected, Call Conferenced, Dropped) for the call indicating the
status and/or progress of the call. The application will then display the
status of the call at the user’s data terminal.
5. The user controls the call by entering telephone commands at the data
terminal. The application then uses the Call Control capabilities to control
(for example, hold, transfer, conference) a call at the user’s station.
6. The user requests the application to forward or redirect calls to the
Message Desk
A Message Desk application may provide users with dialing and messaging
services. These services may allow office personnel to take messages from
callers, look up numbers in an electronic directory, and use on-screen commands
to make, receive, and manipulate telephone calls (for example, hold, transfer). In
addition, the Message Desk application may control the state of the message
waiting lamp to notify telephone users that voice and/or text mail, as well as other
messages, are waiting for the user.
A sample scenario for the Message Desk application is as follows:
1. The application uses the Domain (Station) Control capability to monitor the
2. When a call is redirected to the message desk (via Send All Calls or call
message desk or coverage. The application uses the Request Feature
capability to request SAC or Call Forwarding on behalf of the station
associated with the user . Alternately, the application may request Redirect
Call based on the information obtained.
group of stations designated as the message desk stations (for example,
secretary, coverage point).
coverage), the application receives an Alerting Event Report containing the
original dialed number, the calling party number, the alerting station
number, and, if link version 2 is active, the reason for redirection.
2-14Issue 7 May 1998
ASAI and Supported Applications
3. The application uses the dialed, calling party, and alerting station numbers
to search and automatically display on the message desk data terminal the
messages left by the originally called party for the caller. The called party
has used electronic mail to generate and send to the message desk
application the messages that should be provided to callers by the
message desk attendant.
is given to the caller.
4. Messag es left at the message desk are sent via electronic mail to the
originally called person with the calling party number automatically added
to the electronic mail message. In addition, the application uses the Set
Value capability to turn on the message waiting lamp at the voice set.
5. After the user has read the messages left at the message desk, the
application uses the Set Value capability to turn off the message waiting
lamp at the voice set.
6. If the application also provides voice mailbox es, the application can allow
the user to listen to voice mail messages by using the Third Party Auto Dial
capability to set up a call between the user and the user’s mailbox. The
user then uses the data terminal to listen, delete, forward, annotate, skip,
and save the voice mail messages.
4
If no message is provided, a standard message
7. The user can also request to make a call based on the telephone number
or calling party name provided in the message center electronic mail
message. The application uses the Third Party Auto Dial capability to
originate the call while the user continues reading his or her messages.
4.The user might provide one standard message to all ca ll ers (for example, busy in a meeting all
day) or different messages to different callers based on the calling party number (for example,
off-ECS calls receive: busy in a meeting; on-ECS calls receive: busy in a meeting with John Doe
until 5:00 p.m.).
Issue 7 May 1998
2-15
ASAI and Supported Applications
Additional Configurations
Figures 2-2 to 2-4 show additional ASAI configurations supported in Release 6.
The applications supported for these configurations are the same as those
previously described in this section.
Application
Adjunct
Figure 2-2. Multiple Link — Single Processor Configuration
Figure 2-2 shows a single adjunct connected to the ECS via multiple ASAI links.
The multiple links may be used to support multiple applications on the same
adjunct. This does not mean, however, that one link per application is required.
Multiple applications can run on a single link. From the ECS’ point of view, each
link is a single application and no correlation is made between link associations or
applications. The ECS does not provide any automated link backup procedures.
ASAI-BRI/Ethernet
ASAI-BRI/Ethernet
Release 6
2-16Issue 7 May 1998
ASAI and Supported Applications
Application
Adjunct
ASAI
BRI/Ethernet
Application
Adjunct
ASAI
BRI/Ethernet
Release 6
Figure 2-3. Single Link — Multiple Processors Configuration
Figure 2-3 shows multiple adjuncts using their own ASAI links to communicate
with the ECS. Customers who have separate applications for different
telemarketing groups or who provide telemarketing and office automation
functions for groups on the same ECS may use this configuration. From the ECS’
point of view, this configuration looks the same as the one in Figure 2-2.
Issue 7 May 1998
2-17
ASAI and Supported Applications
Application
Adjunct
Gateway
Release 6
ASAI
BRI/Ethernet
Application
Adjunct
LAN
Adjunct
Figure 2-4. Single Link — Gateway/Server Configuration
Figure 2-4 shows multiple adjuncts communicating with a Release 6
ECS via a
single ASAI link. Each adjunct is independent of each other and the ASAI link is
managed by a single adjunct. This adjunct serves as the “gateway” between the
data Local Area Network (LAN) environment and protocols and the voice
environment. The gateway adjunct can manage more than one ASAI link
depending on the ASAI traffic generated by the adjunct processes. From the ECS’
point of view, the ASAI link is a single application.
2-18Issue 7 May 1998
ASAI and Supported Applications
Application
Adjunct
Gateway
Release 6
LAN
ASAI
VRU
ASAI
BRI/Ethernet
Voice li nes
Figure 2-5. ASAI Integration with a VRU Configuration
In Figure 2-5 the application shown uses ASAI together with voice response
services to control calls. For example, incoming calls might terminate on the VRU
where VRU software collects additional information. Using this information the
application might then make an ASAI request to transfer the call to its final
destination.
Issue 7 May 1998
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ASAI and Supported Applications
Contacting Lucent Technologies
Users should work with their account team to carefully evaluate the impact of ASAI
applications upon the ECS processor. This impact is a function of the specific ASAI
application and its interaction with ECS features such as Basic Call Vectoring. It is
recommended that account teams contact Lucent Technologies for assistance in evaluating
such impact. Use the following telephone numbers:
■Call Center Help Line (part of the Technical Support Center):
1 800 344-9670 (for help with existing applications)
2-20Issue 7 May 1998
Event Reporting and U-Abort
Capabilities
Introduction
Common capabilities are those c apabi lit ies us ed by mor e than one capabi lit y
group. There are two common capabilities: Event Reporting and U-Abort (User
Abort).
3
This chapter describes these capabilities and the capability groups where they are
present.
Event Reporting Capability
This capability is used by DEFINITY ECS to send call-related information to an
adjunct. For example, if a user makes a call from his or her telephone, event
reports are sent to an adjunct regarding the call, provided that event reporting has
been requested for this particular telephone or call.
NOTE:
Event reporting does not generate screen-formatted or hardcopy reports.
Event reporting, for the purposes of ASAI, si mply means that call
information is provided to an adjunct by ECS. Event Reports are
“informational only.” To control a call, an application must use call control
capabilities.
U-Abort Capability
This capability notifies either ECS or the adjunct that processing for the
association is ending abnormally. For example, when ECS resources are not
available to place a call, as requested by the adjunct, a U-Abort is returned.
Issue 7 May 19983-1
Event Reporting and U-Abort Capa bilit ies
Event Reports
Capability Groups and Event Reporting
The Event Reporting capability can be invoked from the following capability
groups:
■Call Cont r ol C apability Group
■Domain (Station or ACD Split) Control Capability Group
■Notification Capability Group
See Chapters 4, 5, and 6, respectively, for discussions of these capability groups.
An administrable option called “Event Minimization” is available for each ASAI
link. This option may be used when event reports would normally be sent on
multiple associations, but the adjunct does not need to see more than one.
Typically, these event reports are identical except for the association they are sent
over (for example, call control, domain control, active notification). Some
applications discard duplicate events, so in this case, there is no point in sending
them across the ASAI link. When enabled, this option allows only a single such
event to be sent. The selection of the association on which the event will be sent
is based on association precedence as follows: active notification (if enabled), call
control (if enabled), domain control (if enabled). The Station form is used to
change this option. The new option settings take effect the next time the ASAI link
is activated .
Call-Related Event Reporting
The adjunct receives call-related event reports from ECS for the following call
types:
■Controlled Calls — Calls controlled by the adjunct via the Call Control
Capability Group
■Domain-Controlled Calls — Calls controlled by the adjunct via the Domain
(in other words, station) Call Control Capability Group
■Monitored Calls — Calls for which the adjunct has requested event reports
via the Notification Capability Group
NOTE:
When calls are controlled in some way by the first two capability groups
listed above, event reports are provided to the adjunct. Call monitoring
(Event Not i fication) does not have to be invoked separately via the
Notification Capability Group in order for event reports to be generated.
3-2Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
Non-Call-Related Event Reporting
An event report that is not directly related to a specific call can also be generated.
When an agent logs out of a split/skill that is under Domain (ACD split) Control, a
Logout Event Report is generated. Starting with G3V4, a Login Event Report is
generated when an agent logs into this type of split. These reports are discussed
in detail lat er in this s ec tion.
Information Flow
The adjunct does not respond to event reports. (An adjunct is not required to send
a response when an Event Report is received.)
Parameters
event_nameSpecifies the event being reported
item_value_listContains a list of items and their values for the event
being reported
Event Reports and Corresponding Items
Every event report issued by Release 6 contains pieces of information that,
individually , are called items. Item combinations contain information about the
specific event being reported. The following table presents the different event
reports and the corresponding items available to the Event Reporting capability.
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
In general, event reports are not sent for split or vector announcements or
attendant group 0.
Event ReportI tem s Provided with Each Event Report
Alerting
Answered
■ calling party number (CPN/BN) or
■ trunk group number and trunk group member
number — only provided if the calling party number
is unavailable
■ called party number (originally dialed number)
■ cause
■ connected party number (alerting number);
■ call_id
■ party_id
■ domain (ACD split associated with th e call — if any)
■ user to user Information (UUI)
■ reason for redirection
■ II-digits
■ UCID
■ called party number
■ connected party number (answering party number)
■ call_id
Busy/Unavailable
3-4Issue 7 May 1998
■ party_id
■ cause [special information tone (SIT) or answering
machine detection (AMD) — if any]
■ called party number (busy number)
■ call_id
■ cause
Event Reporting and U-Abort Capa bilit ies
Event ReportI tems P rovide d with Eac h Event Repo rt
Call Conferenced■ c alling party number (confere nce initiator party
number)
■ called party number (newly added party number)
■ other call_id
■ resulting call_id
■ party_id list (up to six party_ids)
■ extension list (up to six extensions)
■ old party_id
■ UCID
Call Ended
Call Initiated
Call Offered to
Domain
■ call_id
■ cause
■ call_id
■ party_id
■ UCID
■ calling party number (CPN/BN) or
■ trunk group number and trunk group member
number — only provided if the calling party number
is unavailable
■ called party number (DNIS)
■ call_id
■ item indicator (user-entered information — contains
up to 16 digits from the most recent collect digits
vector step)
■ lookahead interflow information
■ domain (ACD split or VDN)
■ user to user information (UUI)
■ flexible billing
■ II-digits
■ UCID
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
Event ReportI tems P rovide d wi th Each Eve nt Report
Call Originated■ call_id
■ party_id
■ calling party number
■ called party number
■ connected party number (party extension)
Call Redirected
Call Transferred
Charging
■ call_id
■ calling party Number (transfer initiator party number)
■ Called Party Number (transferred party number)
■ Other Call_id
■ Resulting Call_id
■ Party_id List (up to six party_ids)
■ Extension List (up to six extensions)
■ Old Party_id
■ UCID
■ call_id
■ party_id
■ called number
■ charging number
■ trunk group number/trunk group member number
■ type of charge
3-6Issue 7 May 1998
■ charge
■ cause
Event Reporting and U-Abort Capa bilit ies
Event ReportI tems P rovide d with Eac h Event Repo rt
Connected■ calling party number (CPN/BN) or
■ trunk group number and trunk group member
number — only provided if the calling party number
is unavailable
■ called party number (DNIS)
■ connected party number
■ call_id
■ party_id
■ cause
■ II-digits
■ UCID
Cut-Through
Disconnec t /Drop
Entered Digits
Hold
■ call_id
■ party_id
■ progress indicator
■ connected party number (dropped number)
■ call_id
■ party_id
■ cause
■ user to user information (UUI)
■ digits
■ call_id
■ connected party number (number that placed the
call on hold)
■ call_id
■ party_id
Login
■ work mode
■ agent physical extension
■ agent logical extension
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
Event ReportI tem s Provided with Each Event Report
Logout■ agent physical ext ension
■ agent logical Extension
■ reason codes
Queued
Reconnected
Reorder/Denial
Trunk Seized
■ called party number (DNIS)
■ call _id
■ calls in queue
■ domain (ACD split)
■ connected party number (number that reconnected
to the call)
■ call_id
■ party _id
■ called party number (default unknown)
■ call_id
■ cause
■ called party number
■ call_id
■ party_id
■ Trunk Group/Member Number
3-8Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
Alerting Event Report
ECS sends the Alerting Event Report for monitored, controlled, and
domain-controlled calls when the following events occur:
■When the destination of a call is an on-ECS station and ringing or zip tone
is started.
■When a call is redirected to an off-ECS station and the ISDN ALERTing
messag e is rec e iv ed fro m a n ISD N - P R I f ac ilit y.
■When a switch-classified call is trying to reach an off-ECS station, and the
call classifier detects either precise, imprecise, or special ringing.
■When a switch-classified or user-classified call is placed to an off-ECS
station, and the ALERTing message is received from the ISDN-PRI facility.
NOTE:
When a classifier and an ISDN-PRI facility both report alerting on a
switch-classified call, then the first occurrence generates an Alerting
Event Report; succeeding reports are not reported by ECS.
Consecutive Alerting Event Reports are possible in the following cases:
■A station is alerted first and the call goes to coverage; an Alerting Event
Report is generated each time a new station is alerted.
■A principal and its bridging users are alerted; an Alerting Event Report is
generated for the principal and for each bridged station alerted.
■A call is alerting a Terminating Extension Group (TEG); one report is sent
for each TEG member alerted.
■A call is alerting a Personal Central Office Line (PCOL); tone report is sent
for each PCOL member alerted.
■A call is alerting a coverage/answer point; one report is sent for each
alerting member of the coverage answer group.
■A call is alerting a principal with SAC active; one report is sent for the
principal and one or more are sent for the coverage points.
The Alerting Event Report is
not sent
for calls that connect to announcements as
a result of ACD split forced announcement or announcement vector commands.
When an ASAI-monitored call reaches a converse vector step, the ALERTing
message sent to the ASAI host will include an optional cause (CS3/23) to inform
the ASAI host that the call has been routed, using the converse vector step.
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
Alerting Event Report Items
The following is a list of items provided with this report:
calling party number
■For outgoing calls over PRI facilities — “calling number” from the ISDN
SETUP message
■For outgoing calls over non-PRI facilities or on-ECS calls — locally
originating extension
■For incoming call over PRI facilities — “calling number” from the ISDN
SETUP message
■For incoming calls over non-PRI facilities, the calling party number is
generally
not
2
provided. In this case, the Trunk Group number is provided
instead
■For calls originated at a bridged call appearance — the principal’s
extension
■For incoming DCS calls, if the DCS calling party information is available to
ECS (if a station with a display gets it), this information is also made
available to ASAI
■For incoming calls over R2-MFC facilities, if the calling party information is
provided, it is collected and passed onto the adjunct
trunk group number/trunk group member number
The Trunk Group number and Trunk Group Member number are only provided if
the Calling Party number is unavailable.
called party number (DNIS)
■For outgoing calls over PRI facilities, the called number is the one provided
in the SETUP message.
■For outgoing calls over non-PRI facilities, the called number is the default
trunk value (#####).
■For incoming calls over PRI facilities, the called number is the one provided
in the SETUP message.
■For incoming calls over PRI facilities to a VDN that does lookahead
interflow on calls, if the lookahead interflow attempt fails, the called number
provided is the principal extension of the dialed number (instead of the
originally called number). If the interflow attempt is successful, the Called
Party number is provided as the default.
2.See ‘‘Event Reports’’ Section in Chapter 12, ‘‘ASAI and Feature Interactions.’’
3-10Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
■For incoming calls over non-PRI facilities, the called number is the principal
extension [may be a group (TEG, hunt group, VDN) extension]
■For incoming calls to PCOL, the called number is the default extension
value (*****).
■For incoming calls to a TEG (principal) group, the TEG group extension is
provided.
■For incoming calls to a principal with bridges, the principal’s extension is
provided.
connected party number (alerting party number)
■For outgoing calls over PRI or non-PRI facilities — the default trunk value
(#####).
■For incoming calls — locally alerting extension (primary extension for
TEGs, PCOLs, bridging). If the party being alerted is on ECS, then the
extension of the party being alerted is passed.
call_id
This ECS-assigned call identifier is used to associate event reports to calls and to
identify a call the adjunct wants to control. The call identifier is unique within an
ECS.
3
party_id
The ECS-assigned identifier that uniquely identifies a party on a call. ECS
provides the identifier and the adjunct should retain it for future operations. The
party identifier is unique within the call_id.
domain
The extension of the ACD split/skill for an ACD call.
user to user information
(Contains up to 32 bytes.) If UUI is stored with the call, then that UUI is included in
the Alerting Event Report. This applies to UUI that originated in an ISDN PRI/BRI
SETUP message; or in an ASAI Route Select, 3rd Party Make Call, or 3rd Party
Auto-Dial message.
The UUI IE sent over an ISDN trunk can contain more data than the UUI IE sent to
ASAI. This happens when the ISDN trunk group is administered with
supplementary service protocol other than B, and the UUI IE Treatment is set to
3. If the ECS is administered to modify the DNIS digits, then the modified DNIS string is passed.
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
“shared”. The UUI for ASAI is packed within the shared UUI before it is sent over
an ISDN trunk, and is unpacked at the other end.
This is transparent to the ASAI adjuncts, with two exceptions:
1. If the maximum size UUI allowed on the ISDN trunk is exceeded, then the
lower priority data items will be dropped. Whether or not this means that
ASAI UUI is dropped depends on the priorities of the data items. These
priorities are administered on each trunk group form. Each item stored in
shared UUI uses two extra bytes.Therefore, if the ISDN trunk group is
administered to allow a shared UUI length of 32 bytes then the ASAI UUI
will be limited to 30 bytes instead of 32.
2. If a service provider, or customer equipment other than a DEFINITY ECS
(R6.3 or later) will be interpreting the contents of the UUI IE, then the trunk
group used to place those calls should have its UUI IE Treatment set to
“service-provider”. This sends the UUI as specified by t he ASAI application,
without change.
For more information, see the Section, ‘‘Integrated Services Digital Network
(ISDN),’’ in Chapter 12, ‘‘ASAI and Feature Interactions.’’
reason for redirection
The reason the call has been presented and is alerting at a station. Only applies
to calls redirected by ECS or by ASAI from the original destination.
II-digits
Information Identifier (II) Digits provide information about the originating line for
the call. II-Digits only apply to calls that arrive on PRI trunks at the ECS.
UCID (Universal Call ID)
Starting with Release 6, UCID is included in the Alerting Event Report only if it
exists in the DEFINITY ECS and the “Send UCID to ASAI”
‘y’. It is a unique tag assigned to each ECS call.
NOTE:
This event report is not guaranteed for each call, such as an outbound call
that is not end-to-end ISDN, or in cases where you connect a party on an
existing call by bridging in or by using the pickup feature, for example. In
both cases, the application would see the Connect Event Report without
seeing the Alert.
4
field is administered to
4.The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.
3-12Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
Answered Event Report
The Answered Event Report is only sent for the destination of a switch-classified
call, as follows:
■When a switch-classified call is placed to an on-ECS station and the station
has answered the call (picked up handset or connected after zip tone)
■When a switch-classified call is placed to an off-ECS destination and an
ISDN CONNect message is received from an ISDN-PRI facility
■When a switch-classified call is placed to an off-ECS destination and the
call classifier detects an answer, an answering machine, or a Special
Information Tone (SIT) administered to answer. For specific SIT and AMD
values, refer to Table 4-2 on page 4-13, in Chapter 4, ‘‘ASAI and Call
Control.’’
NOTE:
Only one Answered Event Report is possible for a call.
Answered Event Report Items
The following is a list of items provided with this report:
called party number
■For outgoing calls over PRI facilities, the Called Number as in the SETUP
message
■For outgoing calls over non-PRI facilities, the called number is the default
trunk value (#####)
■If the extension is on the local ECS, then the extension of the destination
called is pas s e d
connected party number (answering party number)
■For calls over PRI facilities — “connected number” — from the PRI
CONNect message, if provided by the ISDN network; otherwise the default
trunk value (#####)
■For calls over non-PRI facilities — the default trunk value (#####)
■For calls answered by an on-ECS extension, this is the answering
extension
call_id
This ECS-assigned call identifier is used to associate event reports to calls and to
identify a call the adjunct wants to control. The call identifier is unique within an
ECS.
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
party_id
The ECS identifier that uniquely identifies a party on a call. ECS provides the
identifier and the adjunct should retain it for future operations. The party identifier
is unique within the call identifier.
cause
Contains Special Information Tone (SIT) and Answering Machine Detection
(AMD) values (if any). For specific SIT and AMD values, refer to Table 4-2 on
page 4-13, in Chapter 4, ‘‘ASAI and Call Control.’’
3-14Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
Busy/Unavailable Event Report
The Busy/Unavailable Event Report is sent when the destination of a call is busy,
as follows:
■When a call is delivered to an on-ECS station and the station is busy
(without coverage and call waiting)
■When a call tries to terminate on an ACD split that is not vector-controlled,
and the destination ACD split’s queue is full, or when no agents are logged
in or all agents are in AUX mode, and the ACD split does not have
coverage
■When a call encounters a busy vector command in vector processing
■When a Direct-Agent call tries to terminate an on-ECS ACD agent and the
specified ACD agent’s split queue is full and the specified ACD agent does
not have coverage
■When a call is trying to reach an off-ECS party and an ISDN DISConnect
message with a User Busy (CS0/17) cause is received from an ISDN-PRI
facility
■When a call enters a split for which there are no logged-in agents (CS0/17)
■When a trunk is maintenance or administration busy, or the administration
on two sides of the trunk is not the same (CS0/6)
■When an adjunct is attempting to make a call using ARS and there are no
available trunks with appropriate bearer capability class (CS0/58)
The Busy/Unavailable Event Report is
not
sent under the following circumstances:
For a switch-classified call, when any of the above conditions occurs, the Third
Party Call Ended capability is sent to the adjunct to indicate that the call has been
terminated. The call is terminated because a connection could not be established
to the destination.
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
Busy/Unavailable Report Items
The following is a list of items provided with this report:
called party number (DNIS)
■For outgoing calls over PRI or non-PRI facilities, the called number is the
default trunk value (#####).
■For calls to a TEG (principal) group, the TEG group extension is provided.
■For calls to on-ECS stations, the busy extension is provided.
■For incoming calls to a principal with bridges, the principal’s extension is
provided.
■If the busy party is on the ECS, then the extension of the party is passed [if
there is an internal error in the extension, a default va lue of (**** *) is
passed].
call_id
cause
This ECS-assigned call identifier is used to associate event reports to calls and to
identify a call the adjunct wants to control. The call identifier is unique within an
ECS.
Contains the reason the report is being sent. The following cause values are valid
for this event: User Busy (CS0/17), No trunks available (CS3/20), No channel
available (CS0/6), and Queue full (CS3/22).
3-16Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
Call Conferenced Event Report
The Call Conferenced Event Report is sent under the following circumstances:
■When an on-ECS station completes a conference by pressing the
“conference” button on the voice terminal
■When an on-ECS station complete s a conference after having activated
the “supervisor assist” button on the voice set
■When the on-ECS analog set user flashes the switch hook with one active
call and one call on conference and/or transfer hold
■When an application processo r successfully completes a Third Party
Merge request (conference option). The association over which the Third
Party Merge request was made receives an acknowledgement; no Call
Conferenced Event Report is sent over this association. All other
associations controlling or monitoring the resulting call, including any other
domain (station) control association(s) for the parties on the call, receive
the Call Conferenced Event Report.
■When the “call park” feature is used in conjunction with the “conference”
button on the voice set
Call Conferenced Report Items
The following is a list of items provided with this report:
calling party number (controlling party number)
The controlling/conferencing extension in the conference
called party number (new party number)
The newly conferenced-in extension
■If the newly conferenced-in party is an on-ECS extension, that extension is
passed.
■If the party being conferenced in is off the ECS, then a default value of
(#####) is passed.
NOTE:
There are scenarios in which the conference operation joins multiple parties
to a call. In s uch situations, the dest ination extension is the extension for the
last party to join the call.
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
old party_id
The list of all parties corresponding to the calls prior to the conference. This report
item is used in conjunction with the Party_id list to map the party ids prior to
conference to the party ids after the conference.
other call _id
The call identifier that ended as a result of the two calls merging
resulting call_id
The call identifier retained by the ECS after the two calls are merged
party_id list (up to six numbers)
The party identifier is a number that corresponds to a specific extension number in
the Extension List. The party list contains all party identifiers for all parties active
on the call as a result of the conference.
extension list (up to six entries)
The list of all extensions on the call. The extension consists of local ECS or group
extensions. Group extensions are provided when the conference is to a group and
the conference completes before the call is answered by one of the group
members (TEG, PCOL, hunt group, or VDN extension). It may contain alerting
extensions or group extensions as well as the default trunk values (if the call
contains external parties).
If the extension is on-ECS and there is an internal error in the extension, a default
value of (*****) is passed.
If the party is off-ECS, the default value of (#####) is passed.
UCID (Universal Call ID)
Starting with Release 6, UCID is included in the Call Conference Event Report
only if it exists in the DEFINITY ECS and the “Send UCID to ASAI”
administered to ‘y’. It is a unique tag assigned to each ECS call. UCID provided is
the one that will be used to track the call in future call events.
5
field is
5.The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.
3-18Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
Call Ended Event Report
The Call Ended Event Report applies to Event Notification associations only and
is generated under the following circumstances:
■When the last party on a call drops
■When ECS cannot continue to send event reports for the call over an Event
Notification association because the call has been merged
(conferenced/transferred)
NOTE:
To repeat, the Call Ended Event Report is only sent over Event Notification
associations. It is never sent over Call Control or Domain (Station) Control
associations.
NOTE:
The Call Ended Event Report should not be confused with the Third Party
Call Ended capability provided by the Call Control Capability group. The Call
Ended Event Report and the Call Ende d capabilit y carry the sam e
information. They differ in that the former allows the Event Notification
association to continue and the latter terminates a Call Control association.
Call Ended Report Items
The following is a list of items provided with this report:
call_id
The ECS-assigned call identifier of the call that ended
cause
Contains the reason for the call ending:
■Normal clearing (CS0/16)
■Call with requested identity has been terminated (CS3/86)
■Call merged or Intercept SIT treatment — Number Changed (CS0/22)
■Answering Mach ine Detected (AMD) (CS3/24)
■Non-ISDN endpoint dropped out of a connection (CSO/127)
Issue 7 May 1998
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Event Reporting and U-Abort Capa bilit ies
Call Initiated Event Report
The Call Initiated Event Report is sent by ECS to an adjunct that has a Domain
Control association for a station under the following circumstances:
■When that station begins to receive dial tone
■When that station is forced off-hook because another ASAI association has
requested a Third Party Make Call or a Third Party Auto Dial capability for
the station. ECS does not send this event report to the requesting
association if that association receives an acknowledgement (ACK) for the
Third Party Auto-Dial request.
Call Initiated Report Items
The following is a list of items provided with this report:
call_id
This ECS-assigned call identifier is used to associate event reports to calls and
identify a call the adjunct wants to control. The call identifier is unique within an
ECS.
party_id
The ECS-assigned identifier that uniquely identifies a party on a call. ECS
provides the identifier and the adjunct should retain it for future operations. The
party identifier is unique within the call_id.
UCID (Universal Call ID)
Starting with Release 6, UCID is included in the Call Initiated Event Report only if
it exists in the DEFINITY ECS and the “Send UCID to ASAI”
to ‘y’. It is a unique tag assigned to each ECS call.
6
field is administered
6.The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.
3-20Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
Call Offered to Domain Event Report
The Call Offered to Domain Event Report is generated when a call enters a
domain (VDN or ACD Split) for which event reporting has been requested by the
adjunct. This event only applies to event notification associations.
Call Offered to a VDN Domain
The event is sent when a call enters a VDN domain that has notification
active. From this point onward, call events for the call are reported.
If a call passes through several VDNs with notification active, then a Call
Offered to Domain Event Report is generated for each such VDN over their
respective monitoring association.
For G3V3 and later, a maximum of three notification associations can get
events for a call. All associations receive the same events and event
contents for calls entering the domain when the notifications are active.
Call Offered to an ACD Split Domain
This event report is generated when a call enters an ACD split domain for
which event reporting has been requested by the adjunct.
This report is sent even if the ACD split is in night service or has call
forwarding active.
If a call passes through several ACD split domains with notification active,
then a Call Offered to Domain Event Report is generated for each such
ACD split domain over their respective monitoring associations.
Call Offered to Domain Report Items
The following is a list of items provided with this report:
calling party number/billing number (CPN/BN)
■For incoming call over PRI facilities — “calling number” from the ISDN
SETUP message
■For incoming calls over non-PRI facilities, the calling party number is
generally not provided. In this case, the Trunk Group number is provided
instead.
■For calls originated at a bridged call appearance — the principal’s
extension
7
.
7.See ‘‘Event Reports’’ Section in Chapter 12, ‘‘ASAI and Feature Interactions.’’
Issue 7 May 1998
3-21
Event Reporting and U-Abort Capa bilit ies
■For incoming DCS calls, if the DCS calling party information is available to
ECS (if a station with a display gets it), this information is also made
available to ASAI.
■For incoming calls over R2-MFC facilities, if the calling party information is
provided, it is collected and passed onto the adjunct.
NOTE:
There is a special case of a switch-classified call being offered to a split. In this case,
the Calling Party num be r c o nt a ins th e o rig i n al d igits (from a sw it c h -cl a s si fi ed Th ird
Party Make Call Request) provided in the destination field.
trunk group number/trunk group member number
The Trunk Group number and Trunk Group Member number are only provided if
the Calling Party number is unavailable.
called party number (DNIS)
■For incoming calls over PRI facilities, the Called Party Number as in the
ISDN SETUP message.
■For incoming calls over PRI facilities to a VDN that does lookahead
interflow on calls, if the lookahead interflow attempt fails, the called number
provided is the principal extension of the dialed number.
■For incoming calls over non-PRI facilities, the Called Party Number is the
principal extension [may be a group (TEG, PCOL, hunt group, VDN)
extension
■The special case of a switch-classified call being offered to a split, noted
previously, contains the split extension as provided in the origination field of
the Third Party Make Call Request.
user-entered information
Contains up to 16 digits from the most recent Collect Digits vector step. Starting
with Release 5, the user-entered information may also include network-provided
digits (CINFO).
For more information regarding vectors, see the
Communications Server Administration and Features Description
and the
Agent Selection (EAS) Guide
DEFINITY Enterprise Communications Server Call Vectoring/Expert
8
].
DEFINITY Enterprise
, 555-230-522,
, 555-230-521.
8.If the ECS is administered to modify the DNIS digits, then the true DNIS is not passed
3-22Issue 7 May 1998
Event Reporting and U-Abort Capa bilit ies
lookahead interflow information
This includes the name of the VDN that interflowed the call, the time at which the
call entered vector processing, and the priority with which the call was queued.
If present, this information is passed unchanged to the adjunct as received by the
destination ECS. If information is not present, no information is passed.
domain
The extension of the monitored domain (ACD split/skill or VDN).
user to user information
(Contains up to 32 bytes.) If a call with UUI is delivered to a monitored domain
(ACD split or VDN), ECS includes the UUI stored with the call in the Call Offered
to Domain Event Report. This applies to UUI that originated in an ISDN PRI/BRI
SETUP message; or in an ASAI Route Select, 3rd Party Make Call, or 3rd Party
Auto-Dial.
The UUI IE sent over an ISDN trunk can contain more data than the UUI IE sent to
ASAI. This happens when the ISDN trunk group is administered with
supplementary service protocol other than B, and the UUI IE Treatment is set to
“shared”. The UUI for ASAI is packed within the shared UUI before it is sent over
an ISDN trunk, and is unpacked at the other end.
This is transparent to the ASAI adjuncts, with two exceptions:
1. If the maximum size UUI allowed on the ISDN trunk is exceeded, then the
lower priority data items will be dropped. Whether or not this means that
ASAI UUI is dropped depends on the priorities of the data items. These
priorities are administered on each trunk group form. Each item stored in
shared UUI uses 2 extra bytes.Therefore, if the ISDN trunk group is
administered to allow a shared UUI length of 32 bytes then the ASAI UUI
will be limited to 30 bytes instead of 32.
2. If a service provider, or customer equipment other than a DEFINITY ECS
(R6.3 or later) will be interpreting the contents of the UUI IE, then the trunk
group used to place those calls should have its UUI IE Treatment set to
“service-provider”. This sends the UUI as specified by t he ASAI application,
without change.
For more information, see the Section, ‘‘Integrated Services Digital
Network (ISDN),’’ in Chapter 12, ‘‘ASAI and Feature Interactions.’’
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flexible billing
Specifies that the billing rate can be changed for an incoming 900-type call.
Present if the feature is allowe d for the call and t he Flexible Billing customer
option is assigned to ECS.
II-digits
Information Identifier (II) Digits provide information about the originating line for
calls offered to a monitored domain (ACD split or VDN). II-Digits only apply to calls
that arrive on PRI trun ks a t th e ECS.
UCID (Universal Call ID)
Starting with Release 6, UCID is included in the Call Offered to Domain Event
Report only if it exists in the DEFINITY ECS and the “Send UCID to ASAI”
administered to ‘y’. It is a unique tag assigned to each ECS call.
9
field is
9.The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.
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Event Reporting and U-Abort Capa bilit ies
Call Originated Event Report
Starting with G3V4, the Call Originated Event Report is sent to notify the adjunct
that the originating extension is attempting to establish a call. This indication is
provided to ASAI applications monitoring the call through domain control only . The
report provides the dialed digits. Link version 2 or above must be active. Two
instances will not generate this report: TAC dialing over an ISDN trunk, and COR
restrictions.
Call Originated Report Items
The following is a list of the items provided with this report:
call_id
This ECS-assigned call identifier is used to associate event reports to calls and
identify a call the adjunct wants to control. The call identifier is unique within ECS.
party_id
The ECS-assigned identifier that uniquely identifies a party on a call; in this case,
the party that originated the call. ECS provides the identifier and the adjunct
should retain it for future operations. The party identifier is unique within the call_
id.
calling party number
The number that originated the call; usually the extension that dialed the call. For
calls originating from a Logical Agent, this is the logical agent number of the agent
logged into the station making the call. For calls originating from a bridged call
appearance, this is the number of the bridged appearance where the origination
occurred.
called party number
The number that the user dialed or requested by means of a Make Call or Auto
Dial request
party extension
The originating device. Normally, this is the same as the calling number; however,
in the case where a call is originated from a logical agent extension, it indicates
10
10. This number is represented before any digit manipulation, but does not include ARS, FAC, or
TAC. The contents of this IE may change in subsequen t Event Reports generated for a specific
call
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Event Reporting and U-Abort Capa bilit ies
the physical extension from which the call was made. For calls originating from a
bridged call appearance, this is the number of the primary extension on the phone
where the call originated.
user to user information
[optional] This parameter is not included.
cause
[optional] This parameter is not included.
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Event Reporting and U-Abort Capa bilit ies
Call Redirected Event Report
The Call Redirected Event Report is sent to notify the adjunct that event reporting
for a call will no longer be provided. Th is even t report is sent unde r the
circumstances detailed below .
For Monitored Calls
This event is sent when a monitored call enters a new domain (split or VDN) that
has Event Notification active. For example, if a call leaves one monitored domain
and enters another, a Call Redirected Event Report is sent to the association that
the call left. The Call Offered to Domain Event Report must have been received
prior to the Call Redirected Event Report.
Starting with G3V3,
Active-Notification Domain (split or VDN) for the Multiple Monitors feature, ECS
sends a Call Redirected Event Report over the notification association(s) that
were active for the call. ECS also sends further Event Reports over the new
notification association(s).
When a call goes out on a trunk, it is not considered monitored by the Notification
Association on all the trunk groups. If the call was monitored before, it continues
to be monitored by the same domain (split or VDN).
For Controlled Calls
This event report is sent over a Domain (Station) Control association when a call
leaves the station, without the call having been dropped/disconnected. The
Alerting Event Report must have been received prior to the call Redirected Event
Report.
■The following are possible reasons why a call (that had been alerting at the
station) may leave the station:
— One member of a coverage and/or answer group answers a call
when an Active-Notification Call enters another
offered to a coverage group. In this case, all other members of the
coverage and/or answer group that were alerting for the call receive
a Call Redirected Event Report.
— A call has gone to AUDIX coverage and the Coverage Response
Interval (CRI) has elapsed (the principal call is redirected).
— Principal answers the call while the coverage point is alerting and
the coverage point is dropped from the call.
— Stations are members of a TEG group with no associated TEG
button (typically analog stations).
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Event Reporting and U-Abort Capa bilit ies
— The call was redirected using the ASAI Redirect Call capability.
However, if the Redirect Call request was sent over a domain
control association, then that domain association receives an ACK,
but does not receive the Call Redirected Event Report.
■When the domain-controlled station is an analog phone and an alerting call
is now alerting elsewhere (gone to coverage or redirected by ASAI
Redirect Call), either:
— The pick-up feature is used to answer a call alerting an analog
principal’s station, or
— An analog phone call is sent to coverage due to “no answer” (the
analog set’s call is redirected).
This event report
alerted or if it retains a simulated bridged appearance until the call is
dropped/disconnected. Examples of situations when this event is not sent
are:
■Bridging
■Call forwarding
■Calls to a TEG (multifunction set with TEG button)
■Cover-All
■Coverage/Bus y
■Incoming PCOL calls (multifunction sets)
■Pick-up for multifunction set principals
This event report never follows a Connected Event Report and is always
preceded by an Alerting Event Report.
Call Redirected Report Items
The following is a list of the items provided with this report:
call_id
will not
be sent if the Domain (Station) Control is never
This ECS-assigned call identifier is used to associate event reports to calls and
identify a call the adjunct wants to control. The call identifier is unique within ECS.
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Event Reporting and U-Abort Capa bilit ies
Call Transferred Event Report
The Call Transferred Event Report is sent under the following circumstances:
■When an on-ECS
station completes a transfer by pressing the “transfer”
button on the voice terminal
■When the on-ECS
analog set (phone) user on a monitored call goes on
hook with one active call and one call on conference/transfer hold
■When the “call park” feature is used in conjunction with the “transfer” button
on the voice set
■When an adjunct successfully completes a Third Party Merge request
(transfer option). The association over which the Third Party Merge request
was made only receives an acknowledgement; no Call Transferred Event
Report is sent over this association. All other associations controlling or
monitoring the resulting call (including the Domain Control associations)
receive the Call Transferred Event Report.
Call Transferred Report Items
The following is a list of the items provided with this report:
calling party number (controlling party number)
The controlling/transferring extension in the transfer.
called party number (new party number)
The party that the call is being transferred to.
■If the new transferred-to party is an extension on the local ECS, the
extension is passed.
■If the party transferred-to is off the
passed.
NOTE:
There are scenarios in which the
parties to a call. In these cases, the Called Party Number is the extension for
the last party to join the call.
other call_id
The call identifier that ended as a result of the two calls merging.
ECS, then a default value of (#####) is
conference
operation joins multiple
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Event Reporting and U-Abort Capa bilit ies
old party_id
The list of all parties corresponding to the calls prior to the conference. This report
item is used in conjunction with the Party_id list to map the party ids prior to
conference to the party ids after the conference.
resulting call_id
The call identifier retained by ECS after the two calls are merged.
party_id list (up to six numbers)
The party identifier is a number corresponding to a specific entry number in the
Extension List
extension list (up to six entries)
The list of all transferred extensions on the call resulting after the transfer. It may
contain alerting extensions or group extensions as well as default trunk values
(#####) (if the call contains off-ECS parties).
The extension consists of local extensions or group extensions. Group extensions
are provided when the transfer is to a group and it takes place before the call is
answered by one of the group members.
If it is an on-ECS extension and there is an internal error in the extension, a
default value of (*****) is passed.
UCID (Universal Call ID)
Starting with Release 6, UCID is included in the Call Transferred Event Report
only if it exists in the DEFINITY ECS and the “Send UCID to ASAI”
administered to ‘y’. It is a unique tag assigned to each ECS call. UCID provided is
the one that will be used to track the call in future call events.
11
field is
11. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.
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Event Reporting and U-Abort Capa bilit ies
Charging Event Report
Starting with R5: The Advice of Charge (AOC) feature allows ASAI to receive
charge information about the cost of an outgoing call that is routed over an
outgoing or two-way trunk group. This charge information is captured in the
Charging Event Report.
NOTE:
Only those trunk groups that have been administered for this feature will
receive charge event information. See Chapter 14, ‘‘DEFINITY ECS
Administration Forms,’’ in this document.
Charging Event Report Items
The following is a list of the items provided with this report:
call_id
The call identifier assigned by the DEFINITY ECS
party_id
The party identifier assigned by the DEFINITY ECS to the trunk generating the
charge. Not included in split charges sent due to a conference or a transfer.
called number
The outbound number that was dialed or requested.This is the same called
number reported by CDR. This number is represented before any digit
manipulation, but does not include ARS, FAC or TAC.
NOTE:
The called number contained in the Charging Event Report differs from the
called number contained in other event reports sent after a Switch-Classified
call is classified as answered. Once a Switch-Classified call is classified as
answered, the split or VDN which placed the call becomes the called
number in most event reports. However, any Charging Event Reports sent
will use the original called number.
charging number
Indicates the local party that added the trunk to the call, or an external party
number if the ISDN-PRI (or R2-MFC) calling party number is available. If no local
party is involved, and no calling party number is available for an external call, then
the TAC of the tru nk used on the in co ming call will be pr e s en t . Thi s nu m b er
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Event Reporting and U-Abort Capa bilit ies
indicates to the application the number that may be used as the device that is
being charged.
NOTE:
This number is not always identical to the CPN or SID that is provided in
other event reports that report on the same call.
trunk group/trunk group member
Indicates the group and member number of the trunk which received the charge
from the network.
type of charge
Indicates the charge type provided by the network. Valid types are:
Intermediate charge
This is a charge sent by the trunk while the call is active. The charge
amounts reported to ASAI in intermediate charges are cumulative. If a call
receives two or more consecutive intermediate charges, then the amount
from the last intermediate charge replaces the amount(s) of the previous
intermediate charges. The amounts are not added to produce a total
charge.
charge
Final charge
This charge is sent by the trunk when a call is dropped. If call CDR
outgoing call splitting is not enabled, then the final charge reflects the
charge for the entire call.
Split charge
CDR outgoing call splitting is used to divide the charge for a call among
different users. For example, if an outgoing call is placed by one station
and transferred to a second station, and if CDR call splitting is enabled,
then CDR (and ASAI charging events) would charge the first station up to
the time of the transfer, and the second station after that.
A split charge reflects the charge for the call up to the time the split charge
is sent (starting at the beginning of the call, or at the previous split charge).
Any charge events received after a split charge will reflect only that portion
of the charges which took place after the split charge.
If split charges are received for a call, then the total charge for the call can
be computed by adding the split charges and the final charge.
The amount of charge (0-536,870,880).
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cause
Indicates a possible error in the charge amount and the reason for the error. It will
appear only if there is an error.
Considerations
Call Redirection using ASAI Redirect Alerting Call
These capabilities can be used to redirect a call off-premise over a trunk group
that can receive AOC from the network. If this occurs, and a Trunk Group Event
Notification association is active, then DEFINITY ECS will send Charging Event
Reports if any charge information is received.
For Redirect Alerting Call Operations, the charging number in a subsequent
Charging Event Report will reflect the contents of the CDR Calling Number field,
and will also indicate the forwarding or principal station’s extension number.
If ASAI redire cts a switch-classif i ed ca ll af te r th e call has been classified and is
alerting at a station/agent, and if the redirection causes the call to go out on an
AOC trunk, then the charging number reported from this call (that is, for the
redirection leg of the call) is the number of the hunt group of VDN for which the
switch-classified call was placed. In this scenario the CDR options by which the
trunk member, split or VDN can be reported will have no affect.
Display of Charge Information
As AOC information is received from the network it is sent to an ASAI adjunct in
real time, whereas the display terminal receives intermediate charge information
based on the Charge Update Frequency setting that is specified in the System
Parameters Feature administration form. As a result, a difference in
synchronization will ex ist between a Computer Telephony Integration (CTI)
application sending charge information to a data screen and the information
updates on a voice terminal display. Another difference is that a a voice terminal
display may be administered to show the currency amounts that are converted
from the charge units received from the network. An ASAI application will be
provided with whatever charge the network sends to DEFINITY ECS, and if it is
desired, the ASAI application can be programmed to convert the value into
currency.
ISDN
To receive the charge information at the end of the call, the applicable ISDN-PRI
trunk groups must be administered with the charge advice other than “none.”
To receive charging information during the call, the applicable ISDN-PRI trunk
groups must be administered with the charge advice “during on request” or
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“automatic” on the required trunk group administration forms. See Chapter 14,
‘‘DEFINITY ECS Administration Forms’’ Section of this document.
Lengthy Calls
Whenever a call exceeds ten hours, a charging event for the accumulated
charges is sent for the first ten hours of the call. The charge type will be reported
as ‘‘split charge’’. The accumulated charge amounts in subsequent charge events
will be adjusted downward by the amount reported as the split charge event. Very
lengthy calls will receive a split charging event at every ten-hour interval.
Further, t he network does not reset its charges at the ten-hour intervals. A l engthy
call could exceed the maximum charge value, however this possibility is unlikely.
The network will probably wrap around and send charges starting at zero. When
the trunk finally disconnects, a final Charging Event Report will be sent to the
adjunct containing the last valid charge amount received from the network
(adjusted for previously split charges).
The split charges reported due to lengthy calls are not part of CDR Call Splitting.
These charges will be reported whether or not CDR outgoing call splitting is
enabled. In addition, these charges will include a Party Identifier IE, unlike those
generated as part of CDR Call Splitting.
Off-Premises Station
An Off-premises station is considered the same as an ordinary station. Therefore,
no Charging Event Report is generated as a result of a call to an off-premise
station. The extension number for an off-premise station can be the charging
number associated with an outgoing call over an AOC trunk in a Charge Event
Report.
PPM
If Periodic Pulse Metering (PPM) is used in lieu of ISDN, then charges are not
reported to ASAI.
Private Network QSIG ISDN Protocol
There is no current support for the tandeming of charge information from a public
to a private network. In addition, DEFINITY ECS will not function as a network
switch, and thus will not generate charging information messages for an
originating switch on a private network.
3-34Issue 7 May 1998
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