Lucent Technologies 555-230-220 User Manual

DEFINITY®

Enterprise Communications Server

Release 6

CallVisor

ASAI Technical Reference

555-230-220 Comcode 108111279 Issue 7 May 1998

Printed in USA

Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, 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 CentreVu Computer-Telephony is a registered trademark of Lucent Technologies DEFINITY Enterprise Communications Server is a registered 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. Solaris is a trademark of Sun Microsystems, Inc. in the United States and other countries. UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open Company Limited. UnixWare is a registered trademark of the Santa Cruz Operation, Inc. in the USA and other countries. Vari-A-Bill is a registered trademark of AT&T.

in the US and throughout the

in the US and throughout the world.

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To learn more about Lucent Technologies products and to or der products, contact Luce nt Direct, the direct-market organization of Lucent Technologies Business Communications Systems. Access their web site at www .lucentdire ct.com, or call 1 800 451- 2100. The International fax number is 1 317 322-6699.

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Comments

To comment on this document, return the comment card at the front of the document.

Acknowledgment

This document was prepared by the Product Documentation Development, Lucent Technologies Middletown, NJ 07748-9972

Contents

Release Notes xxxiii

■ ASAI Features in Release 6 xxxiii

Single-Step Conference xxxiii Univer s a l Ca ll ID xxxiv Phantom Calls xxxiv Expanded ASAI Capacities in the DEFINITY ECS xxxiv Trunk Group/Member Information xxxv MAPD xxxv Enhancement to Extension Information Query xxxv

About This Document xxxvii

■ Reason for Reissue xxxvii

■ Intended Audience xxxviii

■ Conventions Used in This Document xxxviii

■ Related Documents xl

■ Ordering Documents xli

■ How to Comment on This Document xli

1 ASAI and Capability Groups 1-1

■ Introduction 1-1

■ Capabilities 1-2

Capabilities and Associations 1-3 Associations and Capability Groups 1-4

2 ASAI and Supported Applications 2-1

■ Introduction 2-1

■ Applications 2-2

■ Sample Applications 2-3

Outbound Call Management 2-3

Preview Dialing 2-4

Issue 7 May 1998 iii

Contents

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

Information Sources for Routing 2-10 Logging for Call Back 2-11 Automatic Agent Reconfiguration 2-12 Sequence Dialing 2-12

■ Office Automation 2-12

Incoming Call Identification 2-13 Phone Management and Directory Services 2-13 Message Desk 2-14

■ Additional Configurations 2-16

Contacting Lucent Technologies 2-20

3 Event Reporting and U-Abort Capabilities 3-1

■ Introduction 3-1

Event Reporting Capability 3-1 U-Abort Capability 3-1

■ Event Reports 3-2

Capability Groups and Event Reporting 3-2 Call-Related Event Reporting 3-2 Non-Call-Related Event Reporting 3-3 Information Flow 3-3 Parameters 3-3 Event Reports and Corresponding Items 3-3

■ Alerting Event Report 3-9

Alerting Event Report Items 3-10

calling party number 3-10

trunk group number/trunk group member number 3-10

called party number (DNIS) 3-10

connected party number (alerting party number) 3-11

call_id 3-11

party_id 3-11

iv Issue 7 May 1998

Contents

domain 3-11 user to user information 3-11 reason for redirection 3-12 II-digits 3-12 UCID (Universal Call ID) 3-12

■ Answered Event Report 3-13

Answered Event Report Items 3-13

called party number 3-13 connected party number

(answering party number) 3-13 call_id 3-13 party_id 3-14 cause 3-14

■ Busy/Unavailable Event Report 3-15

Busy/Unavailable Report Items 3-16

called party number (DNIS) 3-16 call_id 3-16 cause 3-16

■ Call Conferenced Event Report 3-17

Call Conferenced Report Items 3-17

calling party number (controlling party number) 3-17 called party number (new party number) 3-17 old party_id 3-18 other call _id 3-18 resulting call_id 3-18 party_id list (up to six numbers) 3-18 extension list (up to six entries) 3-18 UCID (Universal Call ID) 3-18

■ Call Ended Event Report 3-19

Call Ended Report Items 3-19

call_id 3-19 cause 3-19

■ Call Initiated Event Report 3-20

Call Initiated Report Items 3-20

call_id 3-20 party_id 3-20 UCID (Universal Call ID) 3-20

■ Call Offered to Domain Event Report 3-21

Call Offered to a VDN Domain 3-21 Call Offered to an ACD Split Domain 3-21

Issue 7 May 1998 v

Contents

Call Offered to Domain Report Items 3-21

calling party number/billing number (CPN/BN) 3-21 trunk group number/trunk group

member number 3-22 called party number (DNIS) 3-22 user-entered information 3-22 lookahead interflow information 3-23 domain 3-23 user to user information 3-23 flexible billing 3- 24 II-digits 3-24 UCID (Universal Call ID) 3-24

■ Call Originated Event Report 3-25

Call Originated Report Items 3-25 call_id 3-25 party_id 3-25 calling party number 3-25 called party number 3-25 party extension 3-25 user to user information 3-26 cause 3-26

■ Call Redirected Event Report 3-27

For Monitored Calls 3-27 For Controlled Calls 3-27 Call Redirected Report Items 3-28

call_id 3-28

■ Call Transferred Event Report 3-29

Call Transferred Report Items 3-29

calling party number (controlling party number) 3-29 called party number (new party number) 3-29 other call_id 3-29 old party_id 3-30 resulting call_id 3-30 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 Report 3-31

Charging Event Report Items 3-31

call_id 3-31 party_id 3-31

vi Issue 7 May 1998

Contents

called number 3-31 charging number 3-31 trunk group/trunk group member 3-32 type of charge 3-32

Intermediate charge 3-32 Final charge 3-32

Split charge 3-32 charge 3-32 cause 3-33

Considerations 3-33

Display of Charge Information 3-33 ISDN 3-33 Lengthy Calls 3-34 Off-Premises Station 3-34 PPM 3-34 Private Network QSIG ISDN Protocol 3-34 Switch-Classified Calls 3-35

■ Connected Event Report 3-36

Multiple Connected Event Reports 3-36 Connected Event Report Items 3-36

calling party number/billing number (CPN/BN) 3-36 trunk group number and trunk group

member number 3-37 called party number (DNIS) 3-37 connected party number 3-38 call_id 3-38 party_id 3-38 cause 3-38 II-digits 3-38 UCID (Universal Call ID) 3-39

■ Cut-Through Event Report 3-40

ISDN Progress Messages 3-40

Cut-Through Report Items 3-40

call_id 3-40 party_id 3-41 progress indicator 3-41

■ Disconnect/Drop Event Report 3-42

Disconnect/Drop Report Items 3-42

connected party number (dropped number) 3-42 call_id 3-43

Issue 7 May 1998 vii

Contents

party_id 3-43 user to user information 3-43 cause 3-44

■ Entered Digits Event Report 3-45

Entered Digits Report Items 3-45

call_id 3-45 digits entered 3-45

■ Hold Event Report 3-46

Hold Event Report Items 3-46

connected party number

(number that placed the call on hold) 3-46 call_id 3-46 party_id 3-46

■ Login Event Report 3-47

agent work mode 3-47 agent physical extension 3-47 agent logical extension 3-47

■ Logout Event Report 3-48

Logout Event Report Items 3-48

agent physical extension 3-48 agent logical extension 3-48 reason code 3-48

■ Queued Event Report 3-49

Queued Event Report Items 3-49

called party number (DNIS) 3-49 call_id 3-49 calls in queue 3-49

■ Reconnected Event Report 3-50

Reconnected Event Report Items 3-50

connected party number 3-50 call_id 3-50 party_id 3-50

■ Reorder/Denial Event Report 3-51

Reorder/Denial Report Items 3-51

called party number 3-51 call_id 3-51 cause 3-51

■ Trunk Seized Event Report 3-53

Trunk Seized Report Items 3-53

viii Issue 7 May 1998

Contents

called party number 3-53 call_id 3-53 party_id 3-53 Trunk group/trunk group member 3-53

Use of Event Reports in Associations 3-54

■ Event Reporting for Merging Two Calls 3-55

Rules for Merging Two Calls with UUI Information 3-58 Transfer and Conference Interactions 3-59

■ U-ABORT 3-60

Information Flow 3-60 U-Abort Parameters 3-60

4 ASAI and Call Control 4-1

■ Third Party Make Call 4-4

Information Flow 4-4 Third Party Make Call Parameters 4-4 ACK (Positive Acknowledgement) Parameters 4-5 Denial (NAK) Causes 4-6 Protocol Error (NAK) Causes 4-7 Considerations 4-7

■ Third Party Make Call and Supported Call Types 4-8

1. Switch -C lassifie d Ca ll 4-8 Call Parameters for S witch-Clas s ifi ed C alls 4-9 Call Classification 4-12 Answer Classification 4-13 Drop Classification 4-14

No Answer Condition 4-14 Busy Condition 4-15 Reorder Condition 4-15 Other Conditions 4-15

ECS-Terminated Call Conditions

Prior to Classification 4-15

ECS Oper ation for Switch-C lassified Cal l Set up 4-16

Switch-Classified Call Originator 4-17 Switch -C la s s if ied C all D e s t ina t ion 4-18

Negative Acknowledgement (NAK) of a

Switch-Classified Call 4-18

Issue 7 May 1998 ix

Contents

Other Failure Conditions for

Switch -C la s s if ied C alls 4-19

2. User-Classified Call 4-19 Parameters for User-Classified Calls 4-19 Call Classification for User-Classified Calls 4-22 ECS Operation for User-Classified Call Setup 4-22 User-Classified Call Originator 4-22 User-Classified Call Destination 4-23 Negative Acknowledgement of a

User-Classified Call 4-23

3. Phantom Calls 4-24 Parameters for Phantom Calls 4-25 Call Classification for Phantom Calls 4-27 Phantom Call Originator 4-27 Phantom Call Destination 4-27 Negative Acknowledgment of a Phantom Call 4-28

4. Direct-Agent Call 4-28 Parameters for Direct-Agent Calls 4-29 Call Classification 4-31 ECS Operation for Direct-Agent Call Setup 4-31 Direct-Agent Call Originator 4-31 Direct-Agent Call Destination 4-32 Negative Acknowledgments of a

Direct-Agent Call 4-32

5. Supervisor-Assist Call 4-32 Supervisor-Assist Call Parameters 4-34 Supervisor-Assist Call Classification 4-36 ECS Operation for Supervisor-Assist Call Setup 4-36 Supervisor-Assist Call Originator 4-36 Supervisor-Assist Call Destination 4-36 Negative Acknowledgments of a

Supervisor-Assist Call 4-37

Parameters and Call Types 4-37

■ Third Party Take Control 4-39

Information Flow 4-39 Third Party Take Control Parameters 4-39 ACK (positive acknowledgement) Parameters 4-39 Denial NAK) Causes 4-41 Protocol Error (NAK) Cause 4-41 Considerations 4-42

x Issue 7 May 1998

Contents

■ Third Part y Se lective Hold 4-4 3

Information Flow 4-43 Third Party Selective Hold Parameters 4-43 ACK (Positive Acknowledgement) Parameters 4-43 Denial (NAK) Causes 4-43 Protocol Error (NAK) Cause 4-44 Considerations 4-44

■ Third Party Reconnect 4-46

Information Flow 4-46 Third Party Reconnect Parameters 4-46 ACK (Positive Acknowledgment) Parameters 4-46 Denial (NAK) Causes 4-46 Protocol Error (NAK) Causes 4-47 Considerations 4-47

■ Redirect Call 4-48

Information Flow 4-48 Third Party Redirect Call Parameters 4-48 ACK (Positive Acknowledgement) Parameters 4-48 Denial (NAK) Causes 4-48 Protocol Error (NAK) Causes 4-49 Considerations 4-49

■ Third Party Listen-Disconnect 4-51

Information Flow 4-51 Third Party Listen-Disconnect Parameters 4-51 ACK (Positive Acknowledgement) Parameters 4-52 Denial (NAK) Causes 4-52 Considerations 4-52

■ Third Party Listen-Reconnect 4-54

Information Flow 4-54 Third Party Listen-Reconnect Parameters 4-54 ACK (Positive Acknowledgement) Parameters 4-54 Denial (NAK) Causes 4-55 Considerations 4-55

■ Third Party Single-Step Conference 4-56

Information Flow 4-56 Third Party Single-Step Conference Parameters 4-57 ACK (positive acknowledgement) Parameters 4-57 Denial (NAK) Causes 4-58 Protocol Error (NAK) Causes 4-58 Considerations 4-59

Issue 7 May 1998 xi

Contents

■ Third Party Merge 4-60

Information Flow 4-60 Third Party Merge Parameters 4-60 ACK (Positive Acknowledgement) Parameters 4-60 Denial (NAK) Cause 4-61 Protocol Error (NAK) Causes 4-62 Considerations 4-62

■ Third Party Selective Drop 4-64

Information Flow 4-64 Third Party Selective Drop Parameters 4-65 ACK (Positive Acknowledgement) Parameters 4-66 Denial (NAK) Causes 4-66 Protocol Error (NAK) Causes 4-66 Considerations 4-67

■ Third Party Relinquish Control 4-68

Information Flow 4-68 Third Party Relinquish Control Parameters 4-68 ACK (Positive Acknowledgement) Parameters 4-68 Denial (NAK) Cause 4-68 Protocol Error (NAK) Cause 4-68 Considerations 4-68

■ Third Party Clear Call 4-69

Information Flow 4-69 Third Party Clear Call Parameters 4-69 ACK (Positive Acknowledgement) Parameters 4-69 Denial (NAK) Cause 4-69 Protocol Error (NAK) Cause 4-70 Considerations 4-70

■ Third Party Send DTMF Signals 4-71

Information Flow 4-71 Third Party Send DTMF Signals Parameters 4-71 ACK (Positive Acknowledgement) Parameters 4-71 Denial (NAK) Cause 4-72 Protocol Error (NAK) Cause 4-72 Considerations 4-73

■ Third Party Call Ended 4-74

Information Flow 4-74 Third Party Call Ended Parameters 4-74 Causes 4-74

xii Issue 7 May 1998

Contents

5 ASAI and Domain Control 5-1

■ Domain (Station) Control Description 5-3

Station Domain 5-3 Split Domain 5-3

■ Domain Control Capabilities 5-4

■ Third Party Domain (Station) Control Request 5-6

Information Flow 5-6 Domain (Station) Control Request Parameters 5-6 ACK (Positive Acknowledgement) Parameters 5-6 Denial (NAK) Causes 5-6 Protocol Error (NAK) Cause 5-7

■ Third Party Domain Control Request for ACD

Split/EA S Sk il l D o main 5-8

Information Flow 5-8 Domain Control Request for ACD

Split/EA S Sk il l D o main Parame t er 5-8 ACK (Positive Acknowledgement) Parameters 5-8 Denial (NAK) Causes 5-8 Protocol Error (NAK) Cause 5-9 Considerations 5-9

■ Third Party Answer 5-10

Information Flow 5-10 Third Party Answer Parameters 5-10 ACK (Positive Acknowledgement) Parameters 5-10 Denial (NAK) Causes 5-10 Protocol Error (NAK) Cause 5-11 Considerations 5-11 Multifunction Station Operation 5-11 Analog Station Operation 5-12

■ Third Part y Se lective Hold 5-1 3

Information Flow 5-13 Third Party Selective Hold Parameter 5-13 ACK (Positive Acknowledgement) Parameters 5-13 Denial (NAK) Causes 5-13 Protocol Error (NAK) Cause 5-14 Considerations 5-14

■ Third Party Reconnect 5-15

Information Flow 5-15 Third Party Reconnect Parameters 5-15

Issue 7 May 1998 xiii

Contents

ACK (Positive Acknowledgement) Parameters 5-15 Denial (NAK) Causes 5-15 Protocol Error (NAK) Cause 5-16 Considerations 5-16

■ Redirect Call 5-17

Information Flow 5-17 Domain Control Redirect Call Parameters 5-17 ACK (Positive Acknowledgement) Parameters 5-17 Denial (NAK) Causes 5-17 Protocol Error (NAK) Causes 5-18 Considerations 5-18

■ Third Party Merge 5-20

Information Flow 5-20 Third Party Merge Parameters 5-20 ACK (Positive Acknowledgement) Parameters 5-20 Denial (NAK) Causes 5-21 Protocol Error (NAK) Causes 5-21 Considerations 5-22

■ Third Party Selective Drop 5-23

Information Flow 5-23 Third Party Selective Drop Parameters 5-23 ACK (Positive Acknowledgement) Parameters 5-23 Denial (NAK) Causes 5-23 Protocol Error (NAK) Cause 5-24 Considerations 5-24

■ Third Party Auto Dial 5-25

Information Flow 5-26 Third Party Auto Dial Parameters 5-26 ACK (Positive Acknowledgement) Parameters 5-28 Denial (NAK) Causes 5-28 Protocol Error (NAK) Cause 5-28

■ Third Party Relinquish Control 5-29

Information Flow 5-29 Third Party Relinquish Control Parameters 5-29 ACK (Positive Acknowledgement) Parameters 5-29 Denial (NAK) Cause 5-29 Protocol Error (NAK) Cause 5-29 Considerations 5-30

■ Third Party Send DTMF Signals 5-31

Information Flow 5-31

xiv Issue 7 May 1998

Contents

Third Party Send DTMF Signals Parameters 5-31 ACK (Positive Acknowledgement) Parameters 5-31 Denial (NAK) Cause 5-32 Protocol Error (NAK) Cause 5-32 Considerations 5-33

■ Third Party Single-Step Conference 5-34

Information Flow 5-34 Third Party Single-Step Conference Parameters 5-35 ACK (positive acknowledgement) Parameters 5-35 Denial (NAK) Causes 5-36 Protocol Error (NAK)Causes 5-36 Considerations 5-37

■ Third Party Domain Control Ended 5-38

Information Flow 5-38 Third P ar ty D o m a in C o nt rol Ended 5-3 8

6 Event Notification Capabilities 6-1

■ Event Notification Capabilities 6-1

Event Notification Request 6-1 Event Notification Cancel 6-1 Stop Call Notification 6-1 Event Notification Ended 6-2 Event Report 6-2

■ Event Notification Request 6-3

Information Flow 6-3 Event Notification Request Parameters 6-3 ACK (Positive Acknowledgement) Parameters 6-4 Denial (NAK) Causes 6-4 Protocol Error (NAK) Cause 6-4 Considerations 6-5

■ Event Notification Cancel 6-6

Information Flow 6-6 Event Notification Cancel Parameters 6-6 ACK (Positive Acknowledgement) Parameters 6-6 Denial (NAK) Cause 6-6 Protocol Error (NAK) Cause 6-6 Considerations 6-6

Issue 7 May 1998 xv

Contents

■ Stop Call Notification 6-7

Information Flow 6-7 Stop Call Notification Parameter 6-7 ACK (Positive Acknowledgement) Parameter 6-7 Denial (NAK) Causes 6-7 Protocol Error (NAK) Cause 6-7 Considerations 6-8

■ Event Notification Ended 6-9

Information Flow 6-9 Event Notification Ended Parameter 6-9 Considerations 6-9

7 ASAI and Call Routing 7-1

■ Route 7-2

Information Flow 7-2 Route Parameters 7-2 Denial (NAK) Causes 7-5 Protocol Error (NAK) Causes 7-5 Considerations 7-5

■ Route Select 7-6

Information Flow 7-6 Route Select Pa rameters 7-7 Denial (NAK) Causes 7-9 Protocol Error (NAK) Causes 7-10 Considerations 7-10

■ Route End 7-11

Information Flow 7-11 Route End Parameter(s) 7-11 Considerations 7-13

8 ASAI and Request Feature Capabilities 8-1

■ Request Feature Capability Group 8-2

Information Flow 8-2 Request Feature Parameters 8-2

xvi Issue 7 May 1998

Contents

ACK (Positive Acknowledgement) Parameters 8-3 Denial (NAK) Causes 8-3 Protocol Error (NAK) Cause 8-5 Considerations 8-5

9 ASAI and Value Query Capabilities 9-1

■ Value Query 9 -2

ACD Agent Login Query 9-2 ACD Agent Status Query 9-2 ACD Split Status Query 9-2 Call Classifier Status Query 9-2 Call Information Status Query 9-2 Date and Time Query 9-2 Extension Type Query 9-3 Integrated Directory Database Query 9-3 Party ID Query 9-3 Station Feature Query 9-3 Station Status Query 9-3 Trunk Group Status Query 9-3 UCID (Universal Call ID) query 9-4 Information Flow for Value Queries 9-4 Value Query Parameters 9-4

item 9-4 item_params 9-5

ACK (Positive Acknowledgement) Parameters 9-7

ACD Agent Login Query ACK Parameters 9-7 ACD Agent Status Query ACK Parameters 9-7 ACD Split Status Query ACK Paramete r s 9-7 Call Information Query ACK Parameters 9-7 Call Classifier Status Query ACK Parameters 9-8 Date/Time of Day ACK Parameters 9-8 Ext ension Type Informatio n Query

ACK Parameters 9-8

Integrated Directory Database Query

ACK Parameters 9-9

Special Character Sets 9-9

Party_ID Quer y AC K Pa rameters 9-10

Issue 7 May 1998 xvii

Contents

Station Feature Query ACK Parameters 9-10

Status of Message Waiting Lamp feature 9-10 Status of Send All Calls feature 9-11

Status of Call Forwarding feature 9-11 Station Status Query ACK Parameters 9-11 Trunk Group Query ACK Parameters 9-11 UCID (Universal Call ID) Query ACK Parameters 9-12

Denial (NAK) Causes 9-12 Protocol Error (NAK) Cause 9-14 Considerations 9-14

■ Value Query Response 9-15

Information Flow 9-15 Value Query Response Parameters 9-15 ACK (Positive Acknowledgement) Parameters 9-15 Denial (NAK) Causes 9-15 Protocol Error (NAK) Cause 9-15

10 ASAI and Set Value Capabilities 10-1

■ Set Value 10-2

Information Flow 10-2 Set Value Parameters 10-2 ACK (Positive Acknowledgement) Parameters 10-3 Denial (NAK) Causes 10-3 Protocol Error (NAK) Cause 10-3 Considerations 10-4

MWL 10-4 Flexible B illing 10-4

11 ASAI Maintenance Capabilities 11-1

■ Heartbeat 11-2

Information Flow 11-2 Hea r tb eat Pa r a m eters 11- 2 ACK (Positive Acknowledgement) Parameters 11-2 Denial (NAK) Causes 11-2

xviii Issue 7 May 1998

Contents

Protocol Error (NAK) Cause 11-2

■ Suspend Alarms 11-3

Information Flow 11-3 Suspend Alarms Parameter 11-3 ACK (Positive Acknowledgement) Parameters 11-3 Denial (NAK) Cause(s) 11-3 Protocol Error (NAK) Cause(s) 11-3 Considerations 11-4

■ Resume Alarms 11-4

Information Flow 11-4 Resume Alarms Parameters 11-4 ACK (Positive Acknowledgement) Parameter(s) 11-4 Denial (NAK) Cause(s) 11-4 Protocol Error (NAK) Cause(s) 11-5 Considerations 11-5

■ Restart and Link Versions 11-5

Information Flow 11-5 Restart Parameters 11-8 ACK (Positive Acknowledgement) Parameters 11-8

12 ASAI and Feature Interactions 12-1

■ 8411D Stations 12-1

■ Administration without Hardware (AWOH) 12-1

■ Analog Sets 12-2

Redirection 12-2 Redirection on No Answer 12-2 Auto-Answer Option 12-2 Manual Answer Option 12-2 Number of Calls at Analog Sets 12-3 Number of Held Calls 12-3 Switch-Hook Operation 12-3 Switch-Hook Flash Operation 12-3 User-Classified Calls 12-4 Direct-Agent Calls 12-4

■ Announcements 12-4

■ Answer Supervision 12-4

■ ARS/AAR 12-5

Issue 7 May 1998 xix

Contents

■ Attendants and Attendant Groups 12-6

Attendant-Specific Button Operation 12-6 Advice of Charge (AOC) 12-7

■ Attendant Auto-Manual Splitting 12-7

Advice of Charge 12-8

■ Attendant Call Waiting 12-8

■ Attendant Control of Trunk Group Access 12-9

■ Attendant Serial Call 12-9

■ Attendant Through Dialing 12-9

■ AUDIX 12-9

■ Authorization Codes 12-10

■ Automatic Call Distribution (ACD) 12-10

Agents in Adjunct-Controlled Splits 12-10 Agents in Multiple Splits 12-10 Agent Status Displays 12-11 Announcements 12-11 Assist/Supervisor Assist 12-11 Automatic Answering 12-11 Interflow 12-12 Intraflow 12-12 Night Service 12-12 Queue Status Displays/Indications 12-13 Timed ACW/Agent Pause Between Cal ls 12-13

■ Automatic Callback on Busy/No Answer 12-13

■ Auto-Available Split 12-13

■ Bridged Call Appearance 12-14

■ Busy Verification of Terminals 12-15

■ Call Coverage 12-15

Remote Call Coverage 12-16 Coverage of Calls Redirected Off-Net 12-16 Call Coverage Path Containing VDNs 12-16

■ Call Detail Recording (CDR) 12-17

Advice of Charge (AOC) 12-17

Call Splitting 12-18

■ Call Forwarding All Calls 12-19

Off-Net 12-19

■ Call Management System (CMS) 12-20

■ Call Park 12-20

■ Call Pickup 12-20

■ Call Vectoring 12-22

xx Issue 7 May 1998

Contents

Adjunct Routing 12-23 Advice of Charge 12-24 Call Prompting 12-24 Lookahead Interflow (LAI) 12-24 Multiple Split Queuing 12-25 Network-Provided Digits 12-25 Selective Listening 12-25 Vector-Controlled Splits 12-25 Single-Step Conference 12-26

■ Call Waiting 12-26

■ Centralized Attendant Service (CAS) 12-26

■ Class of Restriction (COR) 12-26

■ Class of Service (COS) 12-27

■ Conference 12-27

Advice of Charge (AOC) 12-27

Basic Conference Scenario: 12-28

Scenario with CDR Call Splitting disabled: 12-28

Conferences Calls involving Multiple

Trunks and Stations 12-28

With CDR Calling Splitting disabled: 12-28

With CDR Call-Splitting enabled: 12-28 Consult 12-29 Selective Listening 12-29

■ Data Calls 12-29

■ DCS 12-29

Advice of Charge 12-30

■ Direct Agent Calling 12-30

Agent Work Modes with ACD 12-30 Agent Work Modes with EAS 12-31 Priority Queuing 12-31 Indications of Direct-Agent Calls in Queue 12-31 Number of Calls In Queue 12-32 Oldest Call in Queue 12-32 Hunt Group Measurements 12-32 Delivering Direct-Agent Calls 12-33 Priori ty C a lling 12-33 Direct-Agent Coverage 12-33

■ Direct Agent — Skill Leve l 12-3 4

■ Do Not Disturb 12-35

■ Drop Button Operation 12-35

Issue 7 May 1998 xxi

Contents

■ Duplication 12-35

■ Electronic Tandem Network (ETN) - Private Network 12-36

■ Expansion Port Network (EPN) 12-36

■ Expert Agent Selection (EAS) 12-36

Skill Hunt Groups 12-36 Logical Agents 12-36 User-Classified Calls 12-37 Direct-Agent Call 12-37

Logical Direct-Agent Calls 12-37 Supervisor-Assist Calls 12-38 Switch-Classified Call 12-39 Event Reports 12-39 Logins and Logouts for Logical Agents 12-40 Work Mode Changes for Logical Agents 12-41 Activate/Cancel Send All Calls and Call Forwarding 12-41 Value Queries for Logical Agents 12-42 Advice of Charge 12-42

■ Facility Restrict ion Level s (FRLs) 12-43

■ Forced Entry of Account Codes 12-43

■ Hold 12-43

■ Hot Line 12-43

■ Hunt Groups 12-43

■ Integrated Services Digital Network (ISDN) 12-44

ISDN/Basic Rate Interface (BRI) 12-44 ISDN/Primary Rate Interface (PRI) 12-44 UUI Prior to R6 12-45 UUI and MSI, Starting in R6.3 12-45

Advice of Charge (AOC) 12-47

Germany 12-47 France (VN4) 12-47 Europe (ETSI) 12-47

■ Last Number Dialed 12-47

■ Leave Word Calling 12-48

■ Lookahead Interflow 12-48

Advice of Charge (AOC) 12-48

■ Malicious Call Trace 12-48

■ Message Waiting Lamp 12-48

■ Mixed FAC & TAC 12-48

■ MultiMedia Endpoint 12-49

■ Multiple Split Queuing 12-49

xxii Issue 7 May 1998

Contents

■ Music on Hold 12-49

■ Personal Central Office Line (PCOL) 12-49

■ Priority Calling 12-50

■ Privacy-Manual Exclusion 12-50

■ Ringback Queuing 12-50

■ Send All Calls (SAC) 12-50

■ Send DTMF 12-51

■ Service Observing 12-51

■ Single-Digit Dialing and Mixed Station Numbering 12-52

■ Single-Step Conference 12-52

Data Delivery/Data Restriction 12-53

■ Station Hunting 12-53

■ Switch-Classified Calls 12-53

■ System Restarts 12-53

■ Temporary Bridged Appearances 12-53

■ Terminating Extension Group (TEG) 12-54

■ Timed Reminder 12-55

■ Transfer 12-55

Advice of Charge (AOC) 12-55

■ Trunk-to-Trunk Transfer 12-56

■ VDN Override 12-56

■ Voice (Synthesized) Message Retrieval 12-56

■ World Class BRI 12-56

13 ASAI-Ethernet 13-1

■ Overview 13-1

■ Physical Connectivity for MFB 13-1

Carrier Connectivity for MFB 13-2 Cable Connectivity for MFB 13-3 Administrative Console Connectivity for MFB 13-4

■ Physical Connectivity for MAPD 13-5

Carrier Connectivity for MAPD 13-5 Cable Connectivity for MAPD 13-6 Administrative Console Connectivity for MAPD 13-7

■ Administration 13-8

■ System Operation 13-9

Issue 7 May 1998 xxiii

Contents

14 Installation and Test for

CallVisor ASAI 14-1

■ Hardware Installation 14-1

■ Software Installation 14-2

■ CallVisor ASAI Link Administration 14-2

■ DEFINI TY ECS Adminis trat io n Forms 14-7

■ CallVisor ASAI Link Testing 14-8

■ Lucent Technologies Business Partners 14-9

A Call Scenarios and Applications A-1

■ 1. Basic Application Call Scenarios A-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 Splits A-7

Multiple Queuing and Call Abandon —

ACD Split or VDN Monitoring A-8

Blind Transfer — ACD Split

or VDN Monitoring A-9

Consultation — ACD Split or

VDN Monitoring A-10 Agent Conference A-11 Service Observing — ACD Split or

VDN Monitoring A-12 Agent Reconfiguration A-13 Incoming Call Monitoring and Manual

Conference — Station Monitoring A-14 Screen-Based Dialing —

Station Mon itoring A-15 Screen Transfer — Station Monitoring A-16 Call Coverage to Station — Station Monitoring A-17

xxiv Issue 7 May 1998

Contents

Call Coverage to AUDIX —

Station Mon itoring A-18 Adjunct Routing A-19 Message Desk — Incoming Call A-20 Message Desk —

Message Retrieval via Phone A-21 Message Desk — Message Retrieval via

Data Terminal A-22 VRU-assisted Transaction using

Selectiv e Lis tening A-23

■ 2. Calls Across Mu ltiple ECSs A-25

External Call to VDN, Answered by Station and

Transferred to a VDN on Another ECS A-26 External Call to VDN, Answered by Station, and

Transferred to a Station on Another ECS A-29 External Call to Lookahead Interflow VDN A-31 External Call to VDN, Answered by a

Local Station, and Transferred to a

Lookahead Interflow VDN A-34

■ 3. Expert Agent Selection Interactions A-38

External Call to VDN, Answered by Logical

Agent, and Conferenced with

Another Logical Agent A-38 External Call to a Logical Agent’s Station

Transferred to Another Logical Agent A-41 Direct Agent Call to Logical Agent —

Make Call to Login ID A-43 Value Queries for Logical Agent and

Skill Hunt Groups A -45

■ 4. Converse Vector Command Interactions A-47

External Call to a VDN that has a Converse

Step that is In terrupted A- 47 External Call to a VDN that has a Converse

Step that is not Interrupted A-49

■ 5. Redirection On No Answer (RONA) Interactions A-51

Call to Agent with RONA A-51 Direct-Agent Call with RONA A-53

■ 6. VDN in Coverage Path Interactions A-56

Incoming Call Routed to a Station that has a

VDN in the Coverage Path A-56

Issue 7 May 1998 xxv

Contents

External Call to a VDN with a Forced

First Announcement that gets Routed to a

Second VDN A-58 Outgoing Call over Non-ISDN Trunk A-60 Outgoing Call over ISDN Trunk that Results in

an ISDN Progress Message A-61

■ 7. User Scenarios — User to User Information (UUI) A-63

Call Sequence 1: A-64 Call Sequence 2: A-65 Call Sequence 3: A-66

■ 8. User Scenarios — Connected IE for

Non-ISDN Trunks A-67

■ 9. User Scenarios — ASAI-Provided Dial-Ahead Digits A-68

■ 10. User Scenarios — ASAI-Requested Digit Collection A-69

■ 11. User Scenarios — VDN Return Destination A-70

■ 12. ASAI Messaging Scenarios — VDN Return

Destination A-72

■ 13. User Scenarios — Flexible Billing A-73

■ 14. User Scenarios - Information Identifier (II) Digits A-76

■ 15. User Scenarios - Phantom Calls A-78

Call Sequence 1: A-79 Call Sequence 2: A-80

■ 16. Single-Step Conference A-81

Call Sequence 1: A-81 Call Sequence 2: A-82 Call Sequence 3: A-83

B ASAI and Release 6 Requirements B-1

■ Capacity Requirements and Constraints B- 1

C ASAI Release History C-1

■ Summary of Past Release Notes C-3

■ Release 5 Notes C-3

Global Call Classification C-3 Advice of Charge (AOC) C-3

xxvi Issue 7 May 1998

Contents

Reason Codes C-4 ASAI Selective Listening C-4 II-Digits C-4 Network-Provided Digits (CINFO) C-4 R2 MFC Calling Party Information C-4 Expansion of Agent Capabilities C-5 27-Character Display C-5 Release 5 Feature Interactions C-5

■ G3V4 Release Notes C-5

Send DTMF Signals C-5 MultiQ u es t Fl e x ible B illing C-6 Redirect Call C-6 ASAI-Accessed Inte g ra te d Dire ctory

Database Service C-6

Event Report Capabilities C-6

Agent Login Event Report C-6 Call-Originated Event Report C-7 Alerting Event Report C-7

Miscellaneous Enhancem ents C-7

■ G3V3 Release Notes C-8

Answering Machine Detection (AMD) C-8 User to User Information (UUI) Transport C-8 Version Control C-8 Proprietary Adjunct Links C-8 Multiple Monitors C-9 Optionable Switch-Classified Calls on

International Switches C-9 Multiple Outstanding Route Requests C-9 Connected Event Report for Non-ISDN Trunks C-9 ASAI-Provid e d Di gits C-9 ASAI-Requested Digit Col le ction C-1 0

■ G3V2 Release Notes C-11

International Address Type for ISDN Calls C-11 Redirection on No Answer C-11 VDNs in Coverage Path C-11 Converse Vector Command C-11 Called Party Number in Route Requests C-11 Expert Agent Selection (EASe) C-11

■ System Capacity Requirements for Previous Releases C-14

Issue 7 May 1998 xxvii

Contents

GL Glossary GL-1

IN Index IN-1

xxviii Issue 7 May 1998

Figures

2 ASAI and Supported Applications

2-1. Single Link — Single Processor Configuration 2-1 2-2. Multiple Link — Single Processor Configuration 2-16 2-3. Single Link — Multiple Processors Configuration 2-17 2-4. Singl e Link — Gateway/Server Configuration 2-18 2-5. ASAI Integration with a VRU Configuration 2-19

13 ASAI-Ethernet

13-1. DEFINITY LAN Gateway System Assembly in a

DEFINITY ECS Carrier 13-2 13-2. Cable Connectivity to the System Assembly 13-3 13-3. MAPD System Assembly in a

DEFINITY ECS Carrier 13-5 13-4. Cable Connectivity to the MAPD

System Assembly 13-6 13-5. Overall System Connectivity for MFB/MAPD 13-8 13-6. Relationship of Virtual BRI Ports,

Brouter, and DEFINITY LAN Gateway Clients 13-10

A Call Scenarios and Applications

A-1. Multiple ECS Configu ration A-25 A-2. Call Flow for Blind Transfer to Another ECS A -27 A-3. Call Flow for Consultation Transfer to Another ECS A-29 A-4. Call Flow for Incoming Call to

Lookahead Interflow Vector A-32 A-5. Call Flow for a Transfer to a

Lookahead Interflow Vector A-35 A-6. Cal l F low for In c o ming Ca ll to Ski l l VDN A-39 A-7. Call Flow for Incoming Call to Logical

Agent Transferred to Another Logical Agent A-41 A-8. Call Flow for Direct Agent Call to

Logical Agent’s Login ID A-43 A-9. Skill Hunt Groups and Logical Agents A-45 A-10. Call Flow for a Converse Step that

can be Interrupted A-47

Issue 7 May 1998 xxix

Figures

A-11. Call Flow for a Converse Step that will

not be Interrupted A-49 A-12. Call Flow for a Call where RONA Timer Expires A-51 A-13. Call Flow for a Direct Agent Call where

RONA Timer Expires A-54 A-14. Call Flow for an Agent who has a VDN in the

Coverage Path A-56 A-15. Call Flow for Call to a VDN with

Announcement and Routed to Another VDN A-58 A-16. Outgoing Call over Non-ISDN Trunk A-60 A-17. Call Flow for Outgoing ISDN Call that

Traverses a non-ISDN Network A-61 A-18. Distributed ACD Configuration A-63

xxx Issue 7 May 1998

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