Lucent Technologies 555-230-220 User Manual

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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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If you suspect your are being victimized by toll fraud and you need technical support or assistance, call the BCS Technical Service Center Toll Fraud Intervention Hotline at 1 800 643-2353.

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

Ta bl es

3 Event Reporting and U-Abort Capabilities

3-1. Use of Event Reports in Associations 3-54 3-2. Call Merge Summary 3-58

4 ASAI and Call Control

4-1. Call Control Acceptance in

Various Call/Station States 4-3 4-2. Detected SITs 4-13 4-3. Third Party Make Call Options 4-38 4-4. Allowable Originators and Destinations for

Specific Call Options 4-38

5 ASAI and Domain Control

5-1. Call Control Acceptance in Various Party States 5-5

12 ASAI and Feature Interactions

12-1. Interactions Between ASAI and Call Vectoring 12-22 12-2. Coverage Interactions for ACD

Calls without Priority Calling 12-34 12-3. Coverage Interactions for ACD

Calls with Priority Calli ng 12-34

13 ASAI-Ethernet

13-1. Brouter Table Format 13-11

14 Installation and Test for

CallVisor ASAI

14-1. ASAI Feature Options Administration for

Lucent Technologies Business

Partners over ASAI-BRI 14-5 14-2. ASAI Feature Options Administration for

Lucent Technologies Business

Partners over ASAI-Ethernet 14-6

Issue 7 May 1998 xxxi

Ta bl es

B ASAI and Release 6 Requirements

B-1. System-Wide ASAI Li mits B-1 B-2. ASAI Limits per Sta t i on B-2 B-3. ASAI Limits pe r ACD Spli t Domain B-3 B-4. ASAI Limits per VDN Doma in B-3 B-5. ASAI Limits per C all B-3 B-6. ASAI Limits per Li n k B-4

C ASAI Release History

C-1. Release Features Matrix C-1 C-2. System-Wide ASAI Limits for Release 5 C-14 C-3. System-Wide ASAI Limits for Release G3V4 C-14 C-4. Sy ste m - Wid e ASAI Limits for Rel e a se G3V3 C-15 C-5. System Capacities for G3V2 C-15 C-6. System Capacities for G3V1 C-16

xxxii Issue 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 1998 xxxiii

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.

xxxiv Issue 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

xxxvi Issue 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.

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 1998 xxxvii

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.

xxxviii Issue 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

Ordering Documents

DEFINITY Enterprise Communications Server Release 6 Call Vectoring/Expert Agent Selection (EAS) Guide

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

xlii Issue 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.

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 Control The 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

Notification This 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.

to communicate with and control the DEFINITY ECS.

adjunct

is defined as the appli cation processo r.

Issue 7 May 1998 1-1

ASAI and Capability Groups

Routing This 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 Query This capability group enables the adjunct to request

Set Value This capability group enables the adjunct to set the

Mainte na nce This 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.

Initiating These 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

1-2 Issue 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

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

1-4 Issue 7 May 1998

ASAI and Supported Applications

Introduction

This chapter examines various configurations and applications that can be supported by the ASAI capabilities.

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 1998 2-1

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.

2-2 Issue 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.

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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).

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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)]

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.

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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

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.

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, 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.

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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.

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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.

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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.

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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.

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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

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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)

(for

3. The user may define the persona l di rectory database to be used by the applicatio n.

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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.

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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.

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.).

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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

Release 6

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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.

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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.

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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.

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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)

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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).

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.

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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.

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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_name Specifies the event being reported item_value_list Contains 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.

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In general, event reports are not sent for split or vector announcements or attendant group 0.

Event Report I 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

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■ 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 Report I 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

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Event Report I 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

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■ charge

■ cause

Event Reporting and U-Abort Capa bilit ies

Event Report I 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

■ work mode

■ agent physical extension

■ agent logical extension

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Event Report I 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

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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.

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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

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.’’

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■ 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.

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.

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“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.

field is administered to

4. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.

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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.

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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.’’

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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.

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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).

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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.

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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.

field is

5. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.

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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)

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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

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.

field is administered

6. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.

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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. See ‘‘Event Reports’’ Section in Chapter 12, ‘‘ASAI and Feature Interactions.’’

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■ 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

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

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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.

“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.

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.

field is

9. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.

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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. 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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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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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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— 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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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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old party_id

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

field is

11. The field “Send UCID to ASAI” is administered on the feature-related System Parameters form.

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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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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.

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Lucent Technologies 555-230-220 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Release Notes

ASAI Features in Release 6

Single-Step Conference

Universal Call ID

Phantom Calls

Expanded ASAI Capacities in the DEFINITY ECS

Trunk Group/Member Information

MAPD

Enhancement to Extension Information Query

About This Document

Reason for Reissue

Intended Audience

Conventions Used in This Document

Related Documents

Ordering Documents

How to Comment on This Document

ASAI and Capability Groups

Introduction

Capabilities

Capabilities and Associations

Associations and Capability Groups

ASAI and Supported Applications

Introduction

Applications

Sample Applications

Outbound Call Management

Preview Dialing

Predictive Dialing

Inbound Call Management

ACD Call Activity Monitoring

Data Screen Delivery and Voice/Data Transfer

Data Screen Delivery with Call Prompting

Speech Processing Integration

Adjunct Routing

Information Sources for Routing

Logging for Call Back

Automatic Agent Reconfiguration

Sequence Dialing

Office Automation

Incoming Call Identification

Phone Management and Directory Services

Message Desk

Additional Configurations

Contacting Lucent Technologies

Event Reporting and U-Abort Capabilities

Introduction

Event Reporting Capability

U-Abort Capability

Event Reports

Capability Groups and Event Reporting

Call-Related Event Reporting

Non-Call-Related Event Reporting

Information Flow

Parameters

Event Reports and Corresponding Items

Alerting Event Report

Alerting Event Report Items

calling party number

trunk group number/trunk group member number

called party number (DNIS)

connected party number (alerting party number)

call_id

party_id

domain

user to user information

reason for redirection

II-digits

UCID (Universal Call ID)

Answered Event Report

Answered Event Report Items

called party number

connected party number (answering party number)

call_id

party_id

cause

Busy/Unavailable Event Report