Lucent Technologies Life Jacket 555 230 220 User Manual

DEFINITY

Enterprise Communications Server

Release 6

CallVisor^®ASAI Technical Reference

555-230-220

Comcode 108111279

Issue 7

May 1998

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Contents

Release Notes

xxxiii

■

ASAI Features in Release 6

Single-Step Conference

Expanded ASAI Capacities in the DEFINITY ECS

Trunk Group/Member Information

MAPD

Enhancement to Extension Information Query

Conventions Used in This Document

Related Documents

DEFINITY Enterprise Communications Server Release 6 CallVisor ASAI Protocol

Reference, 555-230-221

The Protocol Reference provides detailed protocol information of CallVisor

Adjunct Switch Application Interface (ASAI) for the DEFINITY ECS.

NOTE:

Distribution of this document is restricted to Lucent Technologies.

DEFINITY Enterprise Communications Server CallVisor ASAI Overview,

555-230-225

The Overview provides a general description of CallVisor Adjunct Switch

Application Interface (ASAI) and its applications. This document also describes

the functions and services that are available with this interface.

DEFINITY ECS CallVisor ASAI DEFINITY LAN Gateway over MAPD Installation,

Administration, and Maintenance, 555-230-114

This document covers the CallVisor ASAI DEFINITY LAN Gateway over

Multi-Application Platform (MAPD) on the DEFINITY ECS which provides Adjunct

Switch Application Interface (ASAI) functionality using an Ethernet transport.

DEFINITY ECS CallVisor ASAI PC LAN over MAPD Installation, Administration,

and Maintenance, 555-230-113

This document covers the CallVisor ASAI PC LAN (CV/LAN) application over

Multi-Application Platform for the DEFINITY ECS. The MAPD allows CV/LAN to

offer ASAI functionality over an Ethernet transport.

DEFINITY Enterprise Communications Server Release 6 CallVisor PC ASAI

Installation and Reference, 555-230-227

This document provides details on the installation, administration, programming,

testing, and troubleshooting of the CallVisor PC.

DEFINITY Enterprise Communications Server Release 6 Administration and

Feature Description, 555-230-522

This Administration and Feature Description document provides a detailed

description of the DEFINITY ECS features. It is also a planning, operation, and

administration guide for the DEFINITY ECS.

DEFINITY Enterprise Communications Server, Release 6 System Description

Pocket Reference, 555-230-211

This document is a reference guide for DEFINITY ECS System.

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Ordering Documents

DEFINITY Enterprise Communications Server Release 6 Call Vectoring/Expert

Agent Selection (EAS) Guide, 555-230-521

This manual documents call vectoring for the DEFINITY ECS.

CallVisor ASAI CD Document Set, 585-246-801

This CD ROM contains four CallVisor ASAI release 6 documents. These are

CallVisor ASAI Technical reference, CallVisor ASAI Protocol Reference, CallVisor

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, 555-025-600

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.

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 Business

Communications System Publications Catalog, 555-000-010.

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.

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About This Document

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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 to communicate with and control the DEFINITY ECS.

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

The station capabilities in this 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.

Notification

This capability group lets the adjunct request and cancel

event reporting on certain calls.

1. For the purpose of this document, the term adjunct is defined as the application processor.

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 section. For the sake of

this introduction, however, the scope is limited to a single ECS and a single adjunct.

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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

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).

Value Query

This capability group enables the adjunct to request

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.

Set Value

This capability group enables the adjunct to set the

ECS-controlled services, such as the Message Waiting

Indicator (MWL), for any specified telephone set.

Maintenance

This capability group enables the adjunct to suspend and

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.

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 terminating capabilities.

Initiating

These capabilities are used to open a channel of

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.

Controlling

Terminating

These capabilities are used to exchange information once the

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.

These capabilities end or close the channel of communication

between the adjunct and the ECS. For example, Third Party Call

Ended indicates that the call has ended.

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ASAI and Capability Groups

Capabilities and Associations

Central to this introduction of capability groups and ASAI in general is the concept

of an association. An association is defined as a channel of communication

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 is an association. Initiating

capabilities begin an association, controlling capabilities manipulate message

exchange during the association, and terminating capabilities end the association.

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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 Control Associations

Domain (Station/ACD Split) Control Associations

Notification Associations

Routing Associations

Request Feature Associations

V a lue Query Associations

Set Value Associations

Maintenance Associations

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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 the DEFINITY

LAN Gateway (Ethernet) link.

Application

Release 6

Adjunct

ASAI

BRI/Ethernet

Figure 2-1. Single Link — Single Processor Configuration

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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 link. How the data terminal 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.

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ASAI and Supported Applications

Sample Applications

The sample applications in the following section provide a practical, “real world”

illustration of ASAI capabilities.

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 calls 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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ASAI and Supported Applications

Preview Dialing

1. The agent uses a data terminal to log into the outbound telephone support

application. The application establishes a Domain (Station) Control

association for the agent. There must be one such association for each

agent.

2. The agent enters information indicating readiness to preview data. There

must be one such association for each agent.

3. The adjunct 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 application 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 calling list maintained for the outbound telemarketing

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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ASAI and Supported Applications

4. The ECS provides the adjunct application(s) with event reports for call

activity within the ACD split. The application, in turn, might display

information from the calling list to an agent when the ECS ACD software

connects an outbound call to an agent.

5. The cycle continues.

6. For G3V3 and later, the Answering Machine Detection feature may be used

in conjunction with this type of dialing to receive Connected Event Reports

on any type of trunk.

7. Starting with Release 5, Call Classification after Answer Supervision can

be enabled, thereby allowing the ECS to classify a call as answered

without a call classifier being attached. If Answering Machine Detection

(AMD) is desired while this feature is enabled, a call classifier can be

connected to the call after answer supervision is received. The call

classifier can then detect whether the answering party is an answering

machine.

Inbound Call Management

Inbound Call Management provides inbound telemarketing centers with the ability

to increase ACD agent efficiency and tracking by enabling ICM applications to:

■

Monitor (receive ASAI Event Reports) all calls delivered to Vector Directory

Numbers (VDNs) and ACD splits and calls originated by ACD agents or

users

Route calls to specific ACD/hunt groups, VDNs, or ACD agents based on

incoming call information [for example, Calling Party Number/Billing

Number (CPN/BN), II-Digits, UUI and Dialed Number Identification Service

(DNIS)] 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 service or product the caller is

calling about. This allows a single agent to handle multiple services or products without asking the

caller for the service requested. For example, a single agent could handle questions 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 received, displays the appropriate product

information that allows the agent to service the caller for his or her specific need.

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ASAI and Supported Applications

The following sample scenarios illustrate the operation of several ICM

applications.

ACD Call Activity Monitoring

The ACD Call Activity Monitoring Application uses event reporting to track the call

activity of VDNs, ACD splits, and individual agents or users. (For G3V3 and later,

Multiple Monitors provides the ability for up 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 for each DNIS

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

Total number of ACD, agent-to-agent, agent-to-supervisor, and personal

calls that were originated and received by each agent

■

Average and maximum time in queue

Average and maximum queue length

Average and maximum call holding time

Average time spent by each agent on a call

Total number of calls that interflow/intraflow

Total number of calls associated 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 application uses the Event Notification Request 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 administration, refer to DEFINITY Enterprise

Communications Server Release 6 Installation and Test for Single Carrier Cabinets, 555-230-894,

and DEFINITY Enterprise Communications Server Release 6 Installation and Test for Multi-Carrier

Cabinets, 555-230-112.

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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 application uses the Event Notification Request capability 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 application 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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ASAI and Supported Applications

Data Screen Delivery with Call Prompting

The application can also use the ECS-based Call Prompting feature to obtain

additional information (for example, account number) from the caller. The entered

information can be used to select the appropriate data screen.

A sample scenario for the Data Screen Delivery with Call Prompting application is

as follows:

1. The customer administers a vector with a Collect Digits command as part

of the Call Prompting feature.

2. The application uses the Event Notification Request capability 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 application 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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ASAI and Supported Applications

2. The application uses the Event Notification Request capability to monitor

all incoming calls to the ACD split associated with the VRU ports.

3. The application uses the Request Feature capability 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

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.

7. When the call is delivered to an available agent, the ECS sends an Alerting

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.

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 administers a vector with an “adjunct routing” vector

command as part of the Call Vectoring feature.

2. When vector processing for an incoming call encounters the “adjunct

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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ASAI and Supported Applications

3. The application 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

— Flexible Billing

■

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 information

■

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 application if Flexible Billing is available on an incoming 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 application uses the Event Notification Request capability 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 Outbound Telephone

Support application (for example, Predictive Dialing) to return calls to the

disconnected callers.

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ASAI and Supported Applications

Automatic Agent Reconfiguration

The Automatic Agent Reconfiguration application uses the Request Feature

Capability to move agents (that is, login and logout) to different ACD splits based

on the call activity levels (for example, queue length, time in queue) of the splits.

The application increases the number of agents available to handle the queued

calls by moving an agent from other ACD splits that can be staffed with fewer

agents.

A sample scenario for the for the Automatic Agent Reconfiguration is as follows:

1. The application uses the Event Notification Request capability to monitor

several ACD splits.

2. The application 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. Based 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 other numbers.

2. By using ASAI-Requested 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 messaging services that integrate the Message 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 application 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 application 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 (for

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. Based on the information displayed at the data terminal, the user can

answer the call or invoke the SAC feature from either the data terminal or

the telephone set. Alternately, the application may request Redirect Call

based on the information obtained.

Phone Management and Directory Services

A Phone Management and Directory Services application may allow telephone

users to:

■

Originate, answer, and manipulate calls at a station by using hold, transfer,

reconnect, answer, conference, and drop

■

Request to make a call using the called party name

Create a personal directory list (the user might define his or her own

directory to be used by the application when searching for a telephone

number to be included in call request)

3. The user may define the personal directory database to be used by the application.

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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 application uses the Domain (Station) Control capability to monitor all

calls at a station.

2. A user brings up the telephone management screen at his or her data

terminal and enters the name of the called person.

3. The application 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 originate the call for the user.

4. The application 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 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.

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

group of stations designated as the message desk stations (for example,

secretary, coverage point).

2. When a call is redirected to the message desk (via Send All Calls or call

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. If no message is provided, a standard message

is given to the caller.

4. Messages 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 mailboxes, 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.

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 callers (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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ASAI and Supported Applications

Additional Configurations

Figures 2-2 to 2-4 show additional ASAI configurations supported in Release 6.

The applications supported for these configurations are the same as those

previously described in this section.

Application

Release 6

Adjunct

ASAI-BRI/Ethernet

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.

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ASAI and Supported Applications

Application

Adjunct

Release 6

ASAI

BRI/Ethernet

Application

Adjunct

ASAI

BRI/Ethernet

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

Adjunct

Release 6

ASAI

BRI/Ethernet

LAN

Application

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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ASAI and Supported Applications

Application

Adjunct

Gateway

ASAI

Release 6

ASAI

BRI/Ethernet

LAN

VRU

Voice lines

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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ASAI and Supported Applications

Contacting Lucent Technologies

Users should work with their account team to carefully evaluate the impact of ASAI

applications upon the ECS processor. This impact is a function of the specific ASAI

application and its interaction with ECS features such as Basic Call Vectoring. It is

recommended that account teams contact Lucent Technologies for assistance in evaluating

such impact. Use the following telephone numbers:

■

Call Center Help Line (part of the Technical Support Center):

1 800 344-9670 (for help with existing applications)

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Event Reporting and U-Abort

Capabilities

Introduction

Common capabilities are those capabilities used by more than one capability

group. There are two common capabilities: Event Reporting a nd 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, simply 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 Capabilities

Event Reports

Capability Groups and Event Reporting

The Event Reporting capability can be invoked from the following capability

groups:

■

Call Control Capability 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 Notification) does not have to be invoked separately via the

Notification Capability Group in order for event reports to be generated.

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Event Reporting and U-Abort Capabilities

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 later in this section.

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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Event Reporting and U-Abort Capabilities

In general, event reports are not sent for split or vector announcements or

attendant group 0.

Event Report

Alerting

Items Provided with Each Event Report

■ 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 the call — if any)

■ user to user Information (UUI)

■ reason for redirection

■ II-digits

■ UCID

Answered

■ called party number

■ connected party number (answering party number)

■ call_id

■ party_id

■ cause [special information tone (SIT) or answering

machine detection (AMD) — if any]

Busy/Unavailable

■ called party number (busy number)

■ call_id

■ cause

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Event Reporting and U-Abort Capabilities

Event Report

Items Provided with Each Event Report

Call Conferenced

■ calling party number (conference 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_id

■ cause

Call Initiated

■ call_id

■ party_id

■ UCID

Call Offered to

Domain

■ 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 Reporting and U-Abort Capabilities

Event Report

Items Provided with Each Event Report

Call Originated

■ call_id

■ party_id

■ calling party number

■ called party number

■ connected party number (party extension)

Call Redirected

Call Transferred

■ 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

Charging

■ call_id

■ party_id

■ called number

■ charging number

■ trunk group number/trunk group member number

■ type of charge

■ charge

■ cause

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Event Reporting and U-Abort Capabilities

Event Report

Connected

Items Provided with Each Event Report

■ 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

■ call_id

■ party_id

■ progress indicator

Disconnect/Drop

■ connected party number (dropped number)

■ call_id

■ party_id

■ cause

■ user to user information (UUI)

Entered Digits

Hold

■ 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 Reporting and U-Abort Capabilities

Event Report

Logout

Items Provided with Each Event Report

■ agent physical extension

■ agent logical Extension

■ reason codes

Queued

■ called party number (DNIS)

■ call _id

■ calls in queue

■ domain (ACD split)

Reconnected

■ connected party number (number that reconnected

to the call)

■ call_id

■ party _id

Reorder/Denial

Trunk Seized

■ called party number (default unknown)

■ call_id

■ cause

■ called party number

■ call_id

■ party_id

■ Trunk Group/Member Number

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Event Reporting and U-Abort Capabilities

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

message is received from an ISDN-PRI facility.

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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Event Reporting and U-Abort Capabilities

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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Event Reporting and U-Abort Capabilities

■

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

domain

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.

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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Event Reporting and U-Abort Capabilities

“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 the 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” field is administered to

‘y’. It is a unique tag assigned to each ECS call.

NOTE:

This event report is not guaranteed for each call, such as an outbound call

that is not end-to-end ISDN, or in cases where you connect a party on an

existing call by bridging in or by using the pickup feature, for example. In

both cases, the application would see the Connect Event Report without

seeing the Alert.

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

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Event Reporting and U-Abort Capabilities

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 T a ble 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 passed

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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Event Reporting and U-Abort Capabilities

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 T a ble 4-2 on

page 4-13, in Chapter 4, ‘‘ASAI and Call Control.’’

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Event Reporting and U-Abort Capabilities

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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Event Reporting and U-Abort Capabilities

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 value 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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Event Reporting and U-Abort Capabilities

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 completes 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 processor 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 such situations, the destination extension is the extension for the

last party to join the call.

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Event Reporting and U-Abort Capabilities

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” field is

administered to ‘y’. It is a unique tag assigned to each ECS call. UCID provided is

the one that will be used to track the call in future call events.

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

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Event Reporting and U-Abort Capabilities

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 Ended capability carry the same

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 Machine Detected (AMD) (CS3/24)

Non-ISDN endpoint dropped out of a connection (CSO/127)

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Event Reporting and U-Abort Capabilities

Call Initiated Event Report

The Call Initiated Event Report is sent by ECS to an adjunct that has a Domain

Control association for a station under the following circumstances:

■

When that station begins to receive dial tone

■

When that station is forced off-hook because another ASAI association has

requested a Third Party Make Call or a Third Party Auto Dial capability for

the station. ECS does not send this event report to the requesting

association if that association receives an acknowledgement (ACK) for the

Third Party Auto-Dial request.

Call Initiated Report Items

The following is a list of items provided with this report:

call_id

This ECS-assigned call identifier is used to associate event reports to calls and

identify a call the adjunct wants to control. The call identifier is unique within an

ECS.

party_id

The ECS-assigned identifier that uniquely identifies a party on a call. ECS

provides the identifier and the adjunct should retain it for future operations. The

party identifier is unique within the call_id.

UCID (Universal Call ID)

Starting with Release 6, UCID is included in the Call Initiated Event Report only if

it exists in the DEFINITY ECS and the “Send UCID to ASAI” field is administered

to ‘y’. It is a unique tag assigned to each ECS call.

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

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Event Reporting and U-Abort Capabilities

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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Event Reporting and U-Abort Capabilities

■

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 number contains the original digits (from a switch-classified Third

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 DEFINITY Enterprise

Communications Server Administration and Features Description, 555-230-522,

and the DEFINITY Enterprise Communications Server Call Vectoring/Expert

Agent Selection (EAS) Guide, 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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Event Reporting and U-Abort Capabilities

lookahead interflow information

This includes the name of the VDN that interflowed the call, the time at which the

call entered vector processing, and the priority with which the call was queued.

If present, this information is passed unchanged to the adjunct as received by the

destination ECS. If information is not present, no information is passed.

domain

The extension of the monitored domain (ACD split/skill or VDN).

user to user information

(Contains up to 32 bytes.) If a call with UUI is delivered to a monitored domain

(ACD split or VDN), ECS includes the UUI stored with the call in the Call Offered

to Domain Event Report. This applies to UUI that originated in an ISDN PRI/BRI

SETUP message; or in an ASAI Route Select, 3rd Party Make Call, or 3rd Party

Auto-Dial.

The UUI IE sent over an ISDN trunk can contain more data than the UUI IE sent to

ASAI. This happens when the ISDN trunk group is administered with

supplementary service protocol other than B, and the UUI IE Treatment is set to

“shared”. The UUI for ASAI is packed within the shared UUI before it is sent over

an ISDN trunk, and is unpacked at the other end.

This is transparent to the ASAI adjuncts, with two exceptions:

1. If the maximum size UUI allowed on the ISDN trunk is exceeded, then the

lower priority data items will be dropped. Whether or not this means that

ASAI UUI is dropped depends on the priorities of the data items. These

priorities are administered on each trunk group form. Each item stored in

shared UUI uses 2 extra bytes.Therefore, if the ISDN trunk group is

administered to allow a shared UUI length of 32 bytes then the ASAI UUI

will be limited to 30 bytes instead of 32.

2. If a service provider, or customer equipment other than a DEFINITY ECS

(R6.3 or later) will be interpreting the contents of the UUI IE, then the trunk

group used to place those calls should have its UUI IE Treatment set to

“service-provider”. This sends the UUI as specified by the ASAI application,

without change.

For more information, see the Section, ‘‘Integrated Services Digital

Network (ISDN),’’ in Chapter 12, ‘‘ASAI and Feature Interactions.’’

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Event Reporting and U-Abort Capabilities

flexible billing

Specifies that the billing rate can be changed for an incoming 900-type call.

Present if the feature is allowed for the call and the 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 trunks at the 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” field is

administered to ‘y’. It is a unique tag assigned to each ECS call.

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

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Event Reporting and U-Abort Capabilities

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 subsequent Event Reports generated for a specific

call

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Event Reporting and U-Abort Capabilities

the physical extension from which the call was made. For calls originating from a

bridged call appearance, this is the number of the primary extension on the phone

where the call originated.

user to user information

[optional] This parameter is not included.

cause

[optional] This parameter is not included.

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Event Reporting and U-Abort Capabilities

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. This event report is sent under 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, when an Active-Notification Call enters another

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

offered to a coverage group. In this case, all other members of the

coverage and/or answer group that were alerting for the call receive

a Call Redirected Event Report.

— A call has gone to AUDIX coverage and the Coverage Response

Interval (CRI) has elapsed (the principal call is redirected).

— Principal answers the call while the coverage point is alerting and

the coverage point is dropped from the call.

— Stations are members of a TEG group with no associated TEG

button (typically analog stations).

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Event Reporting and U-Abort Capabilities

— 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 will not be sent if the Domain (Station) Control is never

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/Busy

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

This ECS-assigned call identifier is used to associate event reports to calls and

identify a call the adjunct wants to control. The call identifier is unique within ECS.

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Event Reporting and U-Abort Capabilities

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 ECS, then a default value of (#####) is

passed.

NOTE:

There are scenarios in which the conference operation joins multiple

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.

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Event Reporting and U-Abort Capabilities

old party_id

The list of all parties corresponding to the calls prior to the conference. This report

item is used in conjunction with the Party_id list to map the party ids prior to

conference to the party ids after the conference.

resulting call_id

The call identifier retained by ECS after the two calls are merged.

party_id list (up to six numbers)

The party identifier is a number corresponding to a specific entry number in the

Extension List

extension list (up to six entries)

The list of all transferred extensions on the call resulting after the transfer. It may

contain alerting extensions or group extensions as well as default trunk values

(#####) (if the call contains off-ECS parties).

The extension consists of local extensions or group extensions. Group extensions

are provided when the transfer is to a group and it takes place before the call is

answered by one of the group members.

If it is an on-ECS extension and there is an internal error in the extension, a

default value of (*****) is passed.

UCID (Universal Call ID)

Starting with Release 6, UCID is included in the Call Transferred Event Report

only if it exists in the DEFINITY ECS and the “Send UCID to ASAI” field is

administered to ‘y’. It is a unique tag assigned to each ECS call. UCID provided is

the one that will be used to track the call in future call events.

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

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Event Reporting and U-Abort Capabilities

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 trunk used on the incoming call will be present. This number

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Event Reporting and U-Abort Capabilities

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.

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.

charge

The amount of charge (0-536,870,880).

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Event Reporting and U-Abort Capabilities

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 redirects a switch-classified call after the 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 exist 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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Event Reporting and U-Abort Capabilities

“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, the network does not reset its charges at the ten-hour intervals. A lengthy

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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Event Reporting and U-Abort Capabilities

Switch-Classified Calls

Intermediate charges that are received before a switch-classified call is routed to

the split/VDN are not reported. However, final charges that are received before a

switch-classified call is routed to the split/VDN are reported.

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Event Reporting and U-Abort Capabilities

Connected Event Report

The Connected Event Report is sent as follows:

■

When a switch-classified call is delivered to an on-ECS party (after having

been answered at the destination) and the on-ECS party answers the call

(picked up handset or connected after zip tone)

■

When a call is delivered to an on-ECS party and the on-ECS party has

answered the call (picked up handset or cut-through after zip tone)

When a call is redirected to an off-ECS destination, and the ISDN

CONNect message is received from an ISDN-PRI facility

Any time a station is connected to a call (for example, pick up on bridged

call appearance, service observing, or busy verification)

■

After a Trunk Seized Event Report for non-ISDN trunks

When a device is Single-Step Conferenced into a call having more than

one association monitoring or controlling the call.

In general, this event report is not sent for split or vector announcements or

attendant group 0.

Multiple Connected Event Reports

Multiple event reports may be sent for a specific call. For example, when a call is

first picked up by coverage, the event is sent to the active associations for the

coverage party, as well as to the active associations for all other extensions

already on the call. If the call is then bridged onto by the principal, the Connected

Event Report is then sent to the associations for the principal, as well as to the

associations for all other extensions active on the call. For more information on

bridging, see Chapter 12, ‘‘ASAI and Feature Interactions.’’

Multiple event reports may also be sent for the same extension on a call. For

example, when a call is first picked up by a member of a bridge, TEG, or PCOL, a

Connected Event Report is generated. If that member goes on-hook and then

off-hook again while another member of the particular group is connected on the

call, a second Connected Event Report is sent for the same extension. This event

report is not sent for split or vector announcements or attendant group 0.

Connected Event Report Items

The following is a list of items provided with this report:

calling party number/billing number (CPN/BN)

■

For outgoing calls over PRI facilities — “calling number” as in the ISDN

SETUP message

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Event Reporting and U-Abort Capabilities

■

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 calls originated at a station — The station’s extension

For incoming DCS calls, if the DCS calling party information is available to

the 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 and 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 included

in the SETUP message.

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. If the interflow

attempt is successful, the Called Party number is provided as the default.

■

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 a TEG (principal) group, the TEG group extension is

provided.

For incoming calls to a principal with bridges, the principal’s extension is

provided.

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

13. If ECS is administered to modify the DNIS digits, then the modified DNIS is passed.

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Event Reporting and U-Abort Capabilities

connected party number

■

For outgoing calls over PRI facilities — “connected number” — from the

ISDN CONNect message, if provided by the ISDN network; otherwise the

default trunk value (#####).

■

For incoming calls — locally connected extension (primary extension for

TEGs, PCOLs, bridging).

For Single-Step Conference request — the station that was Single-Step

Conferenced into the call.

call_id

party_id

cause

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 the

ECS.

The ECS-assigned identifier that uniquely identifies a party on a call. The ECS

provides the identifier and the adjunct should retain it for future operations. The

party identifier is unique within the call_id.

Contains the reason the report is being sent. The following cause values are valid

for this event:

■

Normal Answer (Answer Supervision from the Network, Internal Answer)

(CSO/16).

■

Timed Answer (Assumed Answer Based On Internal Timer) (CS3/17).

Timed Answer is administered on the Trunk Group form.

■

Voice Energy Answer (Voice Energy Detected By Classifier) (CS3/18)

For Single-Step Conference, the newly added party has a listen-only path

(no visibility) (CS3/08).

■

For Single-Step Conference, the newly added party has listen/talk path

(full visibility) (CS3/09).

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.

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Event Reporting and U-Abort Capabilities

UCID (Universal Call ID)

Starting with Release 6, UCID is included in the Connected Event Report only if it

exists in the DEFINITY ECS and the “Send UCID to ASAI” field is administered

to ‘y’. It is a unique tag assigned to each ECS call.

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

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Event Reporting and U-Abort Capabilities

Cut-Through Event Report

The Cut-Through Event Report is sent when an ISDN PROGress message has

been received for a call using the ISDN-PRI facilities. The ECS maps the

PROGress message to a Cut-Through Event Report.

An ISDN-PRI network may send the ECS a PROGress message for several

reasons that are contained in the Progress Indicator (within the PROGress

message). The ECS forwards the PROGress indicator to the adjunct in the

Cut-Through Event Report.

The ECS may receive multiple PROGress messages for any given call; each

maps into a Cut-Through Event Report for the call.

This event applies to all monitored or controlled calls except switch-classified.

This event is only sent to the destination party as follows: When a monitored or

controlled call moves to an off-ECS destination and the PROGress message is

received from the ISDN-PRI facility network.

ISDN Progress Messages

Starting with R5: Since the German 1TR6 (National ISDN) Network does not

support ISDN-PRI PROGRESS messages, no Cut-Through Event Report will be

sent to an adjunct on ASAI.

Starting with R5: As the French VN4 network only uses the ISDN-PRI

PROGRESS messages for interworking, a PROGRESS Indicator 1 message may

be sent to DEFINITY ECS. Progress Indicator 1 describes the call as not being

end-to-end ISDN and that further call progress information is available in-band. It

is also possible for a PROGRESS message to be sent to DEFINITY ECS without

a Progress Indicator present.

Cut-Through 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 the

ECS.

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Event Reporting and U-Abort Capabilities

party_id

The ECS-assigned identifier that uniquely identifies a party on a call. The ECS

provides the identifier and the adjunct should retain it for future operations. The

party identifier is unique within the call_id.

progress indicator

Indicates the interworking of other events occurring in the network.

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Event Reporting and U-Abort Capabilities

Disconnect/Drop Event Report

A Disconnect/Drop Event Report is generated for a party that disconnects from a

call. This event report is not generated over monitoring and control associations

for the last disconnected party on a call; a Call Ended Event Report (monitoring

association) or a Third Party Call Ended (control association) is generated

instead.

A Disconnect/Drop Event Report is generated in the following cases:

■

When a simulated bridged appearance is dropped (when one member

drops)

■

When an on-ECS party drops from a call

When an off-ECS party drops and the ISDN-PRI receives a disconnect

message

■

When an off-ECS party drops and the non-ISDN-PRI trunk detects a drop

A Disconnect/Drop Event Report is not generated in the following cases:

■

When a party drops as a result of a transfer operation

When a split or vector announcement drops

When an attendant drops off a call, if the call was received through

attendant group 0

■

When a switch-classified call is dropped during the call classification stage

(A Third Party Call Ended is generated instead.)

When an association that invokes a Third Party Selective Drop or a Third

Party Clear Call capability receives an acknowledgement and does not

receive a Disconnect/Drop Event Report for the party or parties

disconnected

■

When a call is delivered to an agent and dequeued from multiple splits as

part of vector processing

NOTE:

If a call has User to User Information (UUI) that came from an ISDN

DISCONNECT message or in a Third Party Drop Request stored with it, and

a party drops from the call and a Drop Event Report is sent, then the UUI is

included in the report.

Disconnect/Drop Report Items

The following is a list of items provided with this report:

connected party number (dropped number)

■

For an off-ECS party — The default trunk value of (#####) will be passed.

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Event Reporting and U-Abort Capabilities

■

If the party being dropped is local to the ECS, then the extension of the

party being dropped is passed (primary extension for TEGs, PCOLs,

bridging).

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 the

ECS.

party_id

The ECS-assigned identifier that uniquely identifies a party on a call. The ECS

provides the identifier and the adjunct should retain it for future operations. The

party identifier is unique within the call_id.

user to user information

(Contains up to 32 bytes.) If a call has User to User Information (UUI) that came

from an ISDN DISCONNECT message or in a Third Party Drop Request stored

with it, and a party drops from the call and a Drop Event Report is sent, then the

UUI is included in the report. UUI is not sent if it did not come from either

DISCONNECT or Third Party Drop.

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 UUI IE

Treatment set to “shared”. The UUI for ASAI is packed within the shared UUI

before it is sent over an ISDN trunk, and is unpacked at the other end.

This is transparent to the ASAI adjuncts, with 2 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 the ASAI application,

without change.

For more information, see the Section, ‘‘Integrated Services Digital Network

(ISDN),’’ in Chapter 12, ‘‘ASAI and Feature Interactions.’’

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Event Reporting and U-Abort Capabilities

cause

Contains the reason for the disconnection/drop. Any cause value passed from the

network is included in an ASAI Drop Event Report. For ISDN endpoints, the cause

value sent to the adjunct is the cause value received over the ISDN facility. In

addition, CS0/127 is a normal drop cause sent for other than ISDN endpoints. For

all cause values supported by DEFINITY ECS, see the Cause Information

Elements in Tables 4-4 and 4-5 in the DEFINITY Enterprise Communications

Server CallVisor ASAI Protocol Reference, 555-230-221.

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Event Reporting and U-Abort Capabilities

Entered Digits Event Report

The Entered Digits Event Report is only used in conjunction with the ASAI

requested-digit collection feature (with adjunct routing/route select). This report is

sent when a DTMF tone is detected because an inbound caller entered digits. The

tone detector is disconnected when the far end answers or if a “#” is detected. Up

to 24 digits can be collected. The digits reported include: 0-9, “*,” and “#.” The digit

string includes the #, if present.

Entered Digits 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.

digits entered

Specifies the digits (in ASCII) collected as DTMF digits by the call prompter/tone

detector.

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Event Reporting and U-Abort Capabilities

Hold Event Report

The Hold Event Report is generated in the following case:

■

When an on-ECS station places a call on hold (that is, hold or

conference/transfer hold)

NOTE:

A call can be placed on hold either manually at the station or via a

Third Party Selective Hold capability. When a call is manually placed

on hold (that is, either by a hold, switch hook flash, or a

conference/transfer hold), the event report is sent to all associations

receiving event reports on that call.

An association requesting Third Party Selective Hold (that is, the

association over which the capability was requested) receives an

acknowledgement and does not receive a Hold Event Report; other

associations monitoring the call receive the Hold Event Report.

Hold Event Report Items

The following is a list of items provided with this report:

connected party number (number that placed the

call on hold)

The extension that placed the call on hold

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 the

ECS.

party_id

The ECS-assigned identifier that uniquely identifies a party on a call. The ECS

provides the identifier and the adjunct should retain it for future operations. The

party identifier is unique within the call_id.

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Event Reporting and U-Abort Capabilities

Starting with G3V4, this event report is generated when an agent logs into a

Domain Control ACD split/skill. It is only provided with Link Version 2 or above.

The agent may request login by using the feature access code/feature button or

the agent may request login through ASAI and receive a positive ACK over the

requesting association. The login event is sent over the domain control (ACD

split/skill) association.

NOTE:

With the expansion of agent capabilities in Release 5 and later, it is possible

that up to 20 skills can be assigned to an agent. If Domain Control (ACD

split/skill) is being used to monitor login events, a login event report will be

simultaneously generated for each assigned skill whenever an agent logs

into the skill.

Care should be taken when assigning the maximum number of skills to an

agent as DEFINITY ECS may become congested trying to process multiple

event reports each time the agent logs in.

The following is a list of items provided with this report:

agent work mode

The agent’s work mode entered (AUX for manual logins)

agent physical extension

The physical extension of the agent logging in (EAS and ACD environments)

agent logical extension

The logical extension of the agent logging in (EAS environment only) report

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Event Reporting and U-Abort Capabilities

Logout Event Report

This event report is generated when an agent is logged out of a Domain Control

ACD split/skill.

The adjunct may request agent logout through the Request Feature capability, or

the agent may request logout by using the feature access code/feature button.

The adjunct requesting logout through the Request Feature capability receives a

positive ACK over the requesting association, independent of the logout event

which is sent over the domain control (ACD split/skill) association.

NOTE:

With the expansion of agent capabilities in Release 6, it is possible that up to

20 skills can be assigned to an agent. If Domain Control (ACD split/skill) is

being used to monitor logout events, a logout event report will be

simultaneously generated for each assigned skill whenever an agent logs

out of the skill.

Care should be taken when assigning the maximum number of skills to an

agent as DEFINITY ECS may become congested trying to process multiple

event reports each time the agent logs out.

Logout Event Report Items

The following is a list of items provided with this report:

agent physical extension

The physical extension of the agent logging out (EAS and ACD environments)

agent logical extension

The logical extension of the agent logging out (EAS environment only)

reason code

A value that indicates the reason why the agent logged out. This information is

only available if the System-Parameters feature field, Logout Reason Codes, is

either “forced” or “requested,” and the agent is logging out with a valid reason

code (1 to 9).

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Event Reporting and U-Abort Capabilities

Queued Event Report

The Queued Event Report is sent as follows:

■

When a switch-classified call is delivered to a hunt group or ACD split and

the call queues

When a call is delivered or redirected to a hunt group or ACD split and the

call queues

It is possible to have multiple Queued Event Reports for a call. For example, the

call vectoring feature may queue a call in up to three ACD splits at any one time.

In addition, the event is sent if the call queues to the same split with a different

priority. This event report is not sent when a call queues to an announcement,

vector announcement, or Trunk Group. It is also not sent when a call queues,

again, to the same ACD split at the same priority.

Queued Event Report Items

The following is a list of items provided with this report:

called party number (DNIS)

For incoming calls over PRI facilities, the destination number as 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.

For incoming calls over non-PRI facilities, the called number is the principal

extension [may be a group (TEG, PCOL, hunt group, VDN) extension ].

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 the

ECS.

calls in queue

This is the call position in the queue in the hunt group or ACD split. This number

includes the current call and excludes all direct-agent calls in the queue.

15. If the ECS is administered to modify the DNIS digits, then the modified DNIS is passed.

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Event Reporting and U-Abort Capabilities

Reconnected Event Report

This event report is generated under the following circumstances:

■

When an on-ECS station connects to a call that has been previously placed

on hold. Reconnecting to a held call can be done either manually at the

station (by reselecting the active call appearance or switch hook flash) or

via a Third Party Reconnect capability.

NOTE:

An association requesting Third Party Reconnect capability (the

association over which the capability was requested) receives an

acknowledgement and does not receive a Reconnected Event

Report. Event reports are sent over the other associations monitoring

and/or controlling the call.

Reconnected Event Report Items

The following is a list of items provided with this report:

connected party number

The extension that has been reconnected to the call

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 the

ECS.

party_id

The ECS-assigned identifier that uniquely identifies a party on a call. The ECS

provides the identifier and the adjunct should retain it for future operations. The

party identifier is unique within the call_id.

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Event Reporting and U-Abort Capabilities

Reorder/Denial Event Report

The Reorder/Denial Event Report is generated:

■

When a call is trying to terminate to an on-ECS destination but the

destination specified is inconsistent with the dial plan, has failed the “class

of restriction” check, or inter-digit timeout has occurred

■

When a call encounters a step in vector processing that causes the denial

treatment to be applied to the originator

When a direct-agent call is placed to a destination agent who is not a

member of the specified split

In a non-EAS environment, when a direct-agent call is placed to a

destination agent who is not logged in

In an EAS environment, when a direct-agent call is placed to a logical

agent ID that does not have a coverage path and is not logged in

When a call is attempted to an off-ECS destination with the priority calling

flag turned on.

Reorder/Denial Report Items

The following is a list of items provided with this report:

called party number

If the destination is inconsistent with the dial plan, the default extension value is

sent (*****).

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 the

ECS.

cause

Contains the reason for the reorder and/or denial

For this event report, any and all standard ISDN/PRI cause values are valid and

are passed intact from the network to the adjunct. However, the following cause

values are also explicitly sent from the ECS:

■

Call rejected (CS0/21)

Invalid number (CS0/28)

Outgoing calls barred (CS0/52)

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Event Reporting and U-Abort Capabilities

■

Incompatible destination (CS0/88)

ASAI-specific cause values for this report are: Agent not member of split (CS3/11)

and Agent not logged in (CS3/15). Both cause values are for direct-agent calls.

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Event Reporting and U-Abort Capabilities

Trunk Seized Event Report

The Trunk Seized Event Report is sent as follows:

■

When a call is placed to an off-ECS destination and a non-PRI trunk is

seized

When a call is redirected to an off-ECS destination and a non-PRI trunk is

seized

A Trunk Seized Event Report is not generated for outbound calls that use

ISDN-PRI facilities, or for the destination of a switch-classified call.

Trunk Seized Report Items

The following is a list of items provided with this report:

called party number

Always the default trunk value (#####)

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 the

ECS.

party_id

The ECS-assigned identifier that uniquely identifies a party on a call. The ECS

provides the identifier and the adjunct should retain it for future operations. The

party identifier is unique within the call_id.

Trunk group/trunk group member

Starting with Release 6, this field indicates the group and member number of the

outbound trunk on which the call was placed.

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Event Reporting and U-Abort Capabilities

Use of Event Reports in Associations

The following table shows the type of association(s) over which various event

reports can be sent.

Table 3-1. Use of Event Reports in Associations

Domain

(Station) Call

(Split/Skill)

Event Report

Alerting

Control

YES

Control

YES

Notification Control

YES

Answered

Busy/Unavailable

Call Conferenced

Call Ended

YES

Call Initiated

YES

Call Offered to

Domain

YES

Call Originated

Call Redirected

Call Transferred

Charging

YES

Connected

Cut-Through

Disconnect/Drop

Entered Digits

Hold

YES

Logout

Queued

YES

Reconnect

Reorder/Denial

Trunk Seized

1. Charging Event Reports are sent only on the Trunk Group Event Notification

association.

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Event Reporting and U-Abort Capabilities

Event Reporting for Merging Two

Calls

This section covers the rules for sending events when two calls with different

characteristics are merged for a transfer or a conference. For the purpose of

these rules, it does not matter how the calls were merged (manually or via the

Third Party Merge capability).

Call merging rules are as follows:

1. Merging two Call-Controlled calls

■

A Third Party Call Ended capability is sent for the call identifier that

has been released as a result of the merge on the association that is

controlling the call.

■

The Call Transferred or Call Conferenced Event Report is sent over

the association controlling the resulting call identifier.

Subsequent event reports for the merged call are sent over the Call

Control association controlling the resulting call identifier.

2. Merging two monitored calls (Event Notification is active)

■

A Call Ended Event Report is sent over the association monitoring

the call for the call identifier that has been dropped.

The Call Transferred or Call Conferenced Event Reports are sent to

the association monitoring the resulting call identifier.

Subsequent event reports are sent over the Event Notification

association monitoring the resulting call identifier.

3. Merging one Call-Controlled call with a nonmonitored call (Event

Notification or Call Control are not active)

■

The Call Transferred or Call Conferenced Event Reports are sent

over the Third Party Call Control association. This association

continues to report subsequent events for the remaining call.

4. Merging one monitored call (Event Notification active) with a nonmonitored

call (Event Notification and Third Party Call Control are not active)

■

The Call Transferred or Call Conferenced Event Reports are sent

over the Event Notification association.

■

Subsequent event reports are sent over the Event Notification

association of the monitored call. In the case where the resulting call

is the nonmonitored call, the Call Conferenced or Call Transferred

Event Report is the very first event the adjunct receives with a new

call identifier. If the resulting call identifier is from the Call-Controlled

call, the adjunct receives the Call Conferenced or the Call

Transferred Event Report(s).

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Event Reporting and U-Abort Capabilities

5. Merging one Call Control association and one monitoring association

■

Both associations are retained and continue to provide subsequent

event reports for the resultant call.

■

The Event Notification association could receive a Call Ended Event

report for the call that has been released as a result of the merge.

This only occurs if the call being released is a monitored call.

■

Both associations receive a Call Conferenced or Call Transferred

Event Report.

6. Merging two calls with Domain (Station) Control extensions

■

Subsequent event reports for the resulting call are provided for the

Domain (Station) Control associations for extensions remaining on

the call.

■

A Call Conferenced or Call Transferred Event report is provided to

all Domain Control associations.

7. Merging one Domain (Station) Control and one Third Party Call Control

association

■

All subsequent event reports for the resultant call are provided to

both associations.

8. Merging two calls, one of which is not monitored or controlled, and the

other containing only Domain (Station) Control extension(s)

■

Subsequent event reports are provided for the Domain (Station)

Control association for the extensions remaining on the resultant

call.

9. Merging two calls with a combination of a Domain (Station) Control

association and an Event Notification association

■

The Event Notification association could receive a Call Ended Event

report for the call that has been released as a result of the merge.

This only occurs if the call being released is a monitored call.

A Call Conferenced or Call Transferred Event report is provided to

the Event Notification association and the Domain (station) Control

association.

Subsequent event reports for the call are provided over the Event

Notification association.

10. Merging two calls with a combination of Call Control, Event Notification,

and Domain (Station) Control associations (but only one call control and

only one Event Notification association between the two calls). Items 5, 7,

and 9 apply to this case.

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Event Reporting and U-Abort Capabilities

For G3V3 and later, the Multiple Monitors feature impacts transfer and conference

situations as follows:

■

If the resultant call (after the conference or transfer) has ANY notification

associations active, the ECS sends further Event Reports over the

associations that were active for the resultant call. The ECS also sends the

Call Ended Event Report over the notification associations for the other

call.

Scenario 1: Call-1 has notification associations A1, A2. Call-2 has

notification association A3. Call-2 is the resultant call.

After the merge (transfer, in this case) events are sent as follows:

A1: Call Ended

A2: Call Ended

A3: Call Transferred, further-events

■

If the resultant call (after the conference or transfer) has NO notification

associations active, the ECS sends further Event Reports for the

notification associations that were active for the other call. The Call Ended

event is not sent over any notification associations.

Scenario 2: Call-1 has notification associations A1, A2. Call-2 has NO

notification associations. Call-2 is the resultant call.

After the merge (transfer, in this case), events are sent as follows:

A1: Call Transferred, further-events

A2: Call Transferred, further-events

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Event Reporting and U-Abort Capabilities

Table 3-2 provides a summary of the call merging rules described above.

Table 3-2. Call Merge Summary

Conf/Xfer

Event

Call Ended

Event

Resultant

Calls Characteristics

Association(s) Sent to:

Sent to:

1. Call-Ctl & Call-Ctl

Ctl Assoc

Monitored

Resultant Assoc Other Ctl Assoc

2. Monitored & Monitored

Resultant Assoc Other

Monitored

Assoc

3. Call-Ctl & non-Ctl &

non-Monitored

Call-Ctl

Call-Ctl Assoc

Monitored

—

4. Monitored &

Monitored

non-Ctl/non-Monitored

5. Call-Ctl & Monitored

Both

Dom-Ctl

Both

All

Both

Dom-Ctl

Both

All

Monitored

†

6. Dom-Ctl & Dom-Ctl

—

†

7. Dom-Ctl & Call-Ctl

—

8. non-Ctl non-Monitored Dom-Ctl

9. Dom-Ctl & Monitored

—

Monitored

10. Monitored/Ctl/Dom-Ctl

^*Allowed via Third Party Merge on Call Control

^†Allowed on a Third Party Merge of a Domain (Station) Control Association

Rules for Merging Two Calls with UUI

Information

1. In transfer and conference scenarios in which UUI is associated with both

calls, the UUI associated with the resulting call is kept for the new call.

2. In transfer and conference scenarios in which UUI is associated with either

one of the two calls, the UUI is associated with the resulting call.

3. If a call with UUI is held to initiate a transfer or conference, and the second

call is placed without UUI, then the following occurs: If the event is sent

before the two calls are merged by the completion of the conference or

transfer, an event report or ISDN message sent about the second call will

not include UUI.

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Event Reporting and U-Abort Capabilities

Transfer and Conference Interactions

Call associated information for event reports has the following interactions:

Before a transfer has completed, each part of the call will include information on

the calling number and the called number. For example, if trunk xxxxx calls station

12345, and station 12345 transfers the call to station 23456, before the transfer

operation completes two calls will exist. The first call is the calling party xxxxx

connected to the called party at station 12345. The second call will have the

calling number 12345 connected to the called party 23456. After the transfer

completes, calling number 12345 will no longer be on the call and only one call

will exist with the calling party being trunk xxxxx and the called party station

23456.

If the above scenario were to describe a conference, then number 12345 would

not drop off the call but would remain connected to the other parties. As there can

only be one calling party and one called party, the final value for the caller and the

called will depend on how the calls are merged. Once a conference has been

established it should not be assumed that the calling party would be the same

calling party that was on the original call. It is possible that the calling party could

very well be the party that placed the second call to conference the calls together.

If the application wants the number that the answering station called, it must be

retrieved as the called number in an event report before the merge has

completed. If the second call does not generate the event report until after the

merge has completed, then the application cannot be sure of the meaning of the

called party.

In a conference scenario, incoming PRI calls which contain either II-Digits or

R2-MFC ANI are not guaranteed to contain the IEs after the merge is complete.

In transfer and conference scenarios, the UCID reported is the resulting UCID

kept with the call. Consult DEFINITY Enterprise Communications Server Release

6 Administration and Feature Description, 555-230-522 for further details on

merging Universal CalI IDs.

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Event Reporting and U-Abort Capabilities

U-ABORT

This capability is used by both the adjunct and the ECS to inform the other that an

association is abnormally ending. It is shown here but may be used in all

capability groups at any time during an association.

Information Flow

The U-Abort ends the association and no response is possible.

U-Abort Parameters

The ECS may issue one of the following reasons as the cause for ending the

association:

■

Error in vector/host not responding (CS0/102)

Either the vector is incorrectly programmed or the host has not responded

to the route request in a timely manner.

■

Protocol error (CS0/111)

The Q.932 protocol has been violated.

Call merge attempt failed (CS0/98)

An attempt was made to merge two calls that were not controlled.

Error in association (CS3/87)

■

The ECS software audits found something wrong and the ECS is taking

steps to correct the association.

NOTE:

For more information regarding protocol errors and a complete list of reason

codes (cause values), see the DEFINITY Enterprise Communications

Server CallVisor ASAI Protocol Reference, 555-230-221.

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ASAI and Call Control

This chapter describes the Call Control Capability Group. The capabilities in this

group are categorized by their functions: initiating, controlling, and terminating.

The adjunct uses these capabilities to set up (place), take control of, monitor, or

end a call on DEFINITY ECS.

Third Party

Make Call

This initiating capability enables the adjunct to set up a call

on behalf of an on-ECS station. The four types of controlled

calls supported by this capability are as follows:

Switch-Classified

User-Classified (with or without priority)

Direct-agent

Supervisor-assist

Third Party

Take Control

This initiating capability enables the adjunct to take control of

a call that is already in progress to perform additional call

control functions when needed.

Third Party

Selective

Hold

This controlling capability enables the adjunct to place the

controlled call on hold at the specified station.

Third Party

Reconnect

This controlling capability enables the adjunct to direct the

ECS to reconnect a specified station to the controlled call.

1. Capability groups are analogous to the Application Service Elements (ASEs) described in the

Adjunct/Switch Application Interface (ASAI) Specification.

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ASAI and Call Control

Third Party

Merge

This controlling capability enables the adjunct to direct the

ECS to merge two controlled calls at a specified station into

one call on behalf of that party.

Third Party

Selective

Drop

This controlling capability enables the adjunct to direct the

ECS to drop a party from the controlled call (that is, a

transferred or conferenced call).

Third Party

Relinquish

Control

This terminating capability enables the adjunct to relinquish

control of a specific call and direct the ECS to stop sending

event reports for this call.

Third Party

Clear Call

This terminating capability enables the adjunct to direct the

ECS to disconnect all parties on a controlled call.

Third Party

Send DTMF

Signals

This capability enables the adjunct to transmit a sequence of

DTMF tones on behalf of a party on the call.

Third Party

Call Ended

This terminating capability is used by the ECS when all

parties on a controlled call are disconnected.

Redirect Call

This capability enables the adjunct to direct the ECS to

redirect an alerting call away from the alerting station

extension and route it to another number.

Third Party

Listen

This capability enables the adjunct to disconnect the path of

the listener on an active call.

Disconnect

Third Party

Listen

This capability enables the adjunct to reconnect the

listen-disconnected path of the listener on an active call.

This capability enables the adjunct to add a device into an

existing call.

Event

Reports

See Chapter 3, ‘‘Event Reporting and U-Abort Capabilities.’’

U-Abort

(User Abort)

Call Control capabilities are accepted only when the call is in the proper call state

with respect to the specified party. The following table specifies which call control

requests are accepted and which are denied, depending on the state of the call or

the affected party. In addition, the ECS restricts Call Control requests based on

the call originator’s and destination’s Class of Restriction (COR).

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ASAI and Call Control

Table 4-1. Call Control Acceptance in Various Call/Station States

Active Held Alerting

Idle

Dialing

Bridged

Call Control Request

Third Party Make Call

Third Party Take Control

yes

Third Party Relinquish

Control

Third Party Clear Call

yes

Third Party Selective

Drop

Third Party Reconnect

yes

Third Party Merge

Redirect Call

yes

Third Party

yes

Listen- Disconnect

Third Party

Listen- Reconnect

yes

Third Party Single-Step

Conference

yes

no/yes

yes

Third Party Send DTMF

Signals

yes

Third Party Hold

yes

If the state of the other calls at the station is as specified and there is an idle call appearance.

Call appearance previously selected for call origination.

Call_id does not exist.

Request should be made over the held call association; if made over the active call association, it is

denied.

An active party can be listen-disconnected from an alerting party only by a request to

third party listen-disconnect from all other parties on the call. An alerting party may not be

listen-disconnected.

6 An analog station which is alerting cannot be Single-Step Conferenced. A multi-function

station which is alerting and has an idle call appearance can be Single-Step conferenced.

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ASAI and Call Control

Third Party Make Call

The adjunct uses this initiating capability to establish a call between two parties.

Information Flow

An acknowledgment (ACK) is optional for the Third Party Make Call capability. If

requested, an ACK is sent to the adjunct when the ECS successfully originates

the call (a call identifier has been assigned). If conditions prohibit a call from being

established, a Negative Acknowledgment (NAK) is returned.

Starting with Release 6, if the UCID (Universal Call ID) is present, it is included in

the acknowledgment if administered to be sent. An application that wishes to

make use of the UCID should request an acknowledgment since the UCID is not

included in every event report.

Third Party Make Call Parameters

orig_addr

[mandatory] The calling station’s address. For

non-Switch-Classified calls, the request is denied unless the

calling party is off-hook, idle, dialing, listening to dial tone,

goes off-hook within five seconds of the request, or is forced

off-hook by the ECS (through a speakerphone). See ‘‘Denial

(NAK) Causes’’ that follows.

dest_addr

[mandatory] The called party’s address.

dest_route_

select

[optional] The trunk access code or feature access code [for

example, Automatic Route Selection (ARS), or Automatic

Alternate Routing (AAR)] of a called endpoint that is not

directly connected. Alternately, this information may be

included in the dest_addr.

return_ack

[optional] If this parameter is present, it indicates that the

ECS should return an acknowledgement to the request. If

this parameter is not present, then the ECS does not return

an acknowledgement.

call_options

Call options are listed below and described in detail in the

Third Party Make Call overview later in this section.

■ alert_order

■ ans_mach

■ direct_agent_call

■ max_ring_cycle

■ priority_calling

■ service_circuit

■ supervisor_assist

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ASAI and Call Control

uui_info

[optional] UUI information received in a successful Third

Party Make Call on the ASAI link is stored by the ECS with

the call for the life of the call or until overwritten due to a later

UUI IE associated with the call.

UUI from a Third Party Make Call will be sent in any ISDN

SETUP message for the call, in the Alerting and Call Offered

Event Reports, and in a Route Request, if one is made.

The UUI IE sent over an ISDN trunk can contain more data

than the UUI IE sent to ASAI. This happens when the ISDN

trunk group is administered with supplementary service

protocol other than B, and the UUI IE Treatment is set to

“shared”. The UUI for ASAI is packed within the shared UUI

before it is sent over an ISDN trunk, and is unpacked at the

other end.

This is transparent to the ASAI adjuncts, with two exceptions:

1. If the maximum size UUI allowed on the ISDN trunk is

exceeded, then the lower priority data items will be

dropped. Whether or not this means that ASAI UUI is

dropped depends on the priorities of the data items.

These priorities are administered on each trunk group

form. Each item stored in shared UUI uses 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

the ASAI application, without change.

For more information, see the Section, ‘‘Integrated Services

Digital Network (ISDN),’’ in Chapter 12, ‘‘ASAI and Feature

Interactions.’’

ACK (Positive Acknowledgement) Parameters

If the return_ack is present in the adjunct’s request, the ECS returns an ACK

containing the party_id, call_id, connected_number_id of the originator on the call,

and also Universal Call ID, if it is present, (Release 6 or greater). If the

return_ack is not present in the request, no ACK is returned.

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ASAI and Call Control

Denial (NAK) Causes

The following causes may be issued for non-Switch-Classified calls. For NAKs for

Switch-Classified calls, see ‘‘Third Party Make Call and Supported Call Types’’

that follows.

■

Invalid association (CS0/81)

The association does not exist.

Requested facility not subscribed/provisioned (CS0/50)

The user has not subscribed for the requested capability.

Out of Service (CS3/27)

The originator of the call is out of service.

ECS Equipment Congestion (CS0/42)

The ECS equipment is experiencing congestion due to traffic overload.

Call Rejected (CS0/21)

The COR check for completing the call failed.

Mandatory Information Element missing (CS0/96)

A required parameter is missing in the request.

Resources not available (CS3/40)

— The request cannot be executed because a call classifier is not

available or no trunks are available in the requested trunk group.

— The maximum number of calls being controlled has been exceeded.

■

Incompatible Options (CS3/80)

The designated call options are not compatible with the Third Party Make

Call request.

■

User busy (CS0/17)

The user is busy on another call and cannot originate this call.

No user responding (CS0/18)

The originating address does not pick up the call and cannot be forced

off-hook.

■

Invalid number/domain (CS0/28)

An invalid address or extension number is present in the request.

Agent not member of split (CS3/11)

The agent is not a member of the split in this Direct Agent call.

Agent not logged in (CS3/15)

The agent is not currently logged into a split for this Direct Agent call.

Bearer capability not presently available (CS0/58)

There are incompatible bearer services for the originating or destination

addresses. For example, the originator is administered as a data hotline

station or the destination is a data extension.

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ASAI and Call Control

■

Outgoing calls barred (CS0/52)

The requested Third Party Make Call is being attempted over a trunk that

has been restricted from use by the originator.

Invalid Information Element contents (CS0/100)

The call_id specified by the Third Party Take Control capability is beyond

the maximum allowable call_id value. For example, you could get this

cause value if the ECS received a User to User Information (UUI)

Information Element longer than 32 bytes in an ASAI message or one that

did not include the header.

■

Message not compatible with call state (CS0/98)

The message is not compatible with the CRV state.

Service or option not subscribed/provisioned (CS0/50)

If an adjunct includes user-to-user information and the ECS field release is

not V3 or later, the ECS denies the request.

Protocol Error (NAK) Causes

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The ECS allows only one adjunct to control a call. Additional requests to control a

call by other adjuncts are denied by the ECS.

When a multifunction station user is receiving a dial tone on a call appearance

and the adjunct invokes a Third Party Make Call for that station, the ECS selects

the same call appearance and call_id to establish the call.

The sum of the dest_addr and dest_route_select parameters can equal 32 digits.

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ASAI and Call Control

Third Party Make Call and Supported

Call Types

The Third Party Make Call capability is used by the adjunct to request the ECS to

set up a call between two parties (calling endpoint and the called endpoint).

Five types of controlled calls are supported for the Third Party Make Call

capability:

1. Switch-Classified call

2. User-Classified call

3. Phantom Calls

4. Direct-agent call

5. Supervisor-assist call

1. Switch-Classified Call

A Switch-Classified call is the only call type used primarily by OCM applications

for Predictive Dialing when the destination is alerted first (using the alert_order

parameter). The administrator determines which calls are given to the agent

based on voice energy or the returned SIT or AMD tones from the call. All other

calls are dropped by the ECS and the classification reported to the adjunct (via

event reporting and/or call ended capabilities).

See T a ble 4-2 on page 4-13 for SIT and AMD tone definitions.

This is the only type of call placed with the alerted order and the service circuit

(classifier) options specified.

The originator of a Switch-Classified call must be a valid on-ECS extension

number associated with a split, hunt group, announcement, or VDN. The

originator cannot be a station extension. [However, in an EAS environment, a

VDN extension must be the originator for a predictive dialing application. See the

DEFINITY Enterprise Communications Server Call Vectoring/Expert Agent

Selection (EAS) Guide, 555-230-521, for more information.]

The destination can be either a valid station extension [except Distributed

Communications System (DCS) or Uniform Dial Plan (UDP) extension], or an

off-ECS number. ISDN-PRI trunk types are the preferred facilities for these

outbound calls. It is recommended that trunks with answer supervision be used for

Switch-Classified outbound calls. Answer supervision from the network over the

trunk facility provides an accurate and timely indication when the far end answers.

Otherwise the ECS relies on the call classifier to do the call classification.

When a Switch-Classified call is launched over an ISDN/PRI trunk, such an

outgoing trunk must connect to the network as the “user” side of the PRI interface.

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ASAI and Call Control

If the outgoing trunk is administered as “network” [as in the case of a private

network with cascading ECS (s)], the call will fail; that is, the “user” end will drop

the call because the “network” trunk of the ECS does not provide a CONNect

ACKnowledgement.

PRI trunks should be accessed by Switch-Classified calls using AAR/ARS. The

use of TACs to access PRI trunks is not supported. Also, TAC dialing cannot be

used on Switch-Classified calls that are placed on trunks that use MFC signalling.

Use AAR/ARS to place Switch-Classified calls over MFC trunks.

Call Parameters for Switch-Classified Calls

This section contains the ASAI interface call parameters for Switch-Classified

calls.

orig_addr

[mandatory] The originator must be a valid local

extension number associated with a split, hunt

group, or announcement, or a VDN in an EAS

environment.

dest_addr

[mandatory] The destination can be a valid ECS

extension or an off-ECS destination. It may

include TAC/ARS/AAR information.

dest_route_select

priority_calling

[optional] This parameter contains TAC/ARS/AAR

information for off-ECS destinations if the

information is not included in the dest_addr.

[optional] If present, a priority call is placed if the

destination is an on-ECS extension. If the priority

flag is specified for an off-ECS destination, the call

is denied.

max_rings

[optional] This parameter designates the number

of rings that are allowed before classifying the call

as no answer. The minimum number is two, the

maximum number is 15, and the default is 10 (if

not present). A typical ringing cycle is six seconds

(this is an approximate value).

direct_agent_call

supervisor_assist

alert_order

This parameter must not be present.

[mandatory] This parameter must be set to

indicate “destination first.”

ans_mach

[optional] This parameter (if present) indicates

that answering machine detection is desired and

the treatment that is to be applied to the particular

call. The treatment options are “drop,” “answer,”

or “administered treatment.”

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service_circuit

[optional] This parameter must be set to

“classifier” if the destination is off-ECS and the

trunk access code is contained in the

dest_route_select regardless of whether the

option “Call Classification after Answer

Supervision” is set or not.

This parameter is optional if the destination is

on-ECS or the trunk access code is included in

the dest_addr parameter. If the trunk access code

is part of the destination address and no service

circuit parameter is included, then answer may not

be detected over non-ISDN trunks. This may lead

to the call being hung for up to ten minutes if the

call is not answered.

return_ack

[optional] If this parameter is present, it indicates

that the ECS should return an acknowledgement

to the request. If this parameter is not present,

then the ECS does not return an

acknowledgement.

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uui_info

[optional] UUI information received in a successful

Third Party Make Call on the ASAI link is stored

by the ECS with the call for the life of the call or

until overwritten due to a later UUI IE associated

with the call.

UUI from a Third Party Make Call will be sent in

any ISDN SETUP message for the call, in the

Alerting and Call Offered Event Reports, and in a

Route Request, if one is made.

The UUI IE sent over an ISDN trunk can contain

more data than the UUI IE sent to ASAI. This

happens when the ISDN trunk group is

administered with supplementary service protocol

other than B, and the UUI IE Treatment is set to

“shared”. The UUI for ASAI is packed within the

shared UUI before it is sent over an ISDN trunk,

and is unpacked at the other end.

This is transparent to the ASAI adjuncts, with two

exceptions:

1. If the maximum size UUI allowed on the ISDN

trunk is exceeded, then the lower priority data

items will be dropped. Whether or not this

means that ASAI UUI is dropped depends on

the priorities of the data items. These priorities

are administered on each trunk group form.

Each item stored in shared UUI uses 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 the ASAI application, without

change.

For more information, see the Section, ‘‘Integrated

Services Digital Network (ISDN),’’ in Chapter 12,

‘‘ASAI and Feature Interactions.’’

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Call Classification

The ECS uses the Call Classification process, along with a variety of internal and

external events, to determine a Switch-Classified call’s outcome. If Call

Classification after Answer Supervision is disabled, then whenever the called

endpoint is external, a call classifier is used.

The classifier is inserted in the connection as soon as all the digits have been

outpulsed.

The Global Call Classification can be administered by setting the USA Default

Algorithm field to ‘n’ on the system Parameters OCM Call Classification form.

Global Call Classification uses the TN744D (or later) and TN 2182B (or later) call

classifiers.

If Call Classification after Answer Supervision is enabled, the ECS will not use a

call classifier and will instead only rely on network answer supervision to

determine whether the call is answered. If Answer Machine Detection is

requested for the call, the ECS will attach a call classifier after answer supervision

has been received.

A call is classified as either “answered” or “dropped” (Third Party Call Ended).

Ringing is reported to the adjunct as an Alerting Event Report, but in and of itself

is not a final classification. “Non-classifiable energy” is always treated as an

answer classification and reported to the adjunct as such. The modem’s answer

back tone results in a Third Party Call Ended. The SIT detection is reported to the

adjunct as an Answered Event Report or Third Party Call Ended depending on the

customer’s administration preference. Answering Machine Detection (AMD) is

reported as answered or call ended, depending on administration or call options.

Starting with G3V4, the accuracy of SIT tone detection has been improved by

interpreting the cause value for SIT tones that the network sends in the ISDN

PROGress messages. If no SIT tone related cause value is included in a

PROGress message, then the classifier is used to detect the SIT tone. See the

“change SIT Treatment” form in the DEFINITY Enterprise Communications Server

Implementation, 555-230-302, to administer SIT reporting to the adjunct.

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The following lists the conditions that can be detected:

Table 4-2. Detected SITs

SIT Name

Cause Value Reported

SIT Reorder

CS0/42 Network Equipment Congestion

CS0/34 No Circuit or Channel Available

CS0/22 Number Changed

SIT No Circuit

SIT Intercept

SIT Vacant Code

SIT Ineffective Other

SIT Unknown

AMD Treatment

CS0/01 Unassigned Number

CS0/28 Invalid Number/Domain

CS0/31 Normal Unspecified

CS3/24 Answering Machine Detected

Answer Classification

The Answer Classification applies only to the destination (either internal or

external). For off-ECS destinations, the answer event at the far end can be

determined either by the call classifier or the network answer supervision.

A call is considered answered if one of the following occurs (whichever is first):

■

Network Answer Supervision — The network provides answer

notification to the ECS (for trunks supporting answer supervision). For

outbound calls over ISDN-PRI facilities, the CONNect message is

interpreted as “far end answered the call.” If Answering Machine Detection

(AMD) has been requested for the call but the parameter “Call

Classification After Answer Supervision” has not been enabled on the

Feature-Related System Parameters form, then the Network Answer

Supervision (non-ISDN-facilities) and the CONNECT message (ISDN

facilities) are ignored. For these cases, the call classifier determines

whether a call has been answered, depending on the AMD treatment

requested for the call.

If the outbound call goes over ISDN-PRI facilities and remains in the ISDN

network (for example, end-to-end ISDN) and answering machine detection

is not requested, then upon receipt of the ISDN CONNect message, the

call is classified as answered and the call classifier is disconnected.

However, if the call goes out of the ISDN network (for example, the call

interworks), the ISDN CONNect message is not sufficient to determine

answer classification. In this case, the call classifier determines the

outcome of the call, just as it does in the non-ISDN case.

If the parameter “Call Classification After Answer Supervision” is enabled

on the Feature-Related System Parameters form, then the ECS will wait for

answer supervision from the network before attaching a call classifier port

to the call in order to detect answering machine or modem tone. However,

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a classifier is used only if answering machine detection has been

requested for the call. This feature should only be used with trunks that

provide answer supervision.

■

Call Classifier — The call classifier detects an answer when:

— Voice energy is detected by the call classifier.

— A “SIT-detected” message is received from the call classifier

reporting a specific Special Information Tone (SIT) and the SIT

treatment is administered to connect the call for the particular

detected tone.

— A “non-classifiable energy detected” message is received from the

call classifier.

— The “timeout” message is received from the software and told by the

call classifier reporting that there was no tone detected after a

timeout interval. This information appears on the System

Parameters-Features form as the “off-premises tone detect

timeout.”

— Answering Machine Detection (AMD) treatment is enabled for a call

and an Answering Machine is detected.

The call is treated according to administration or to the treatment

requested in the message. Treatment in the message overrides the

administered treatment.

■

Local detection — A call placed to an on-ECS endpoint is considered

answered when the called party answers the call.

If the call is answered in one of the ways described above, the Answered Event

Report is sent to the adjunct. When the call results in a SIT which is to be treated

as answer, a cause value with the particular SIT is included in the Answered

Event Report. See Chapter 3, ‘‘Event Reporting and U-Abort Capabilities’’ for

more information on the Answered Event Report’s contents.

Drop Classification

The classifier is immediately disconnected following detection of one of the

conditions described below.

No Answer Condition

For calls placed to off-ECS destinations, the “no answer” condition is the result of

the call classifier detecting ringing energy for the entire duration specified (the

maximum number of rings times six seconds). The number of rings for each call

may be selected from a range (two to 15) provided as an option in the Third Party

Make Call capability. Values outside this range will cause the call to be denied

(cause CS3/79 — Service or Option Not Implemented). The default is

approximately 60 seconds (approximately 10 rings).

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For calls placed over ISDN-PRI facilities, if the ISDN ALERTing message is

received from the network, the classifier is expected to detect the “in band” ringing

and provide the “no answer” classification independent of receiving an ISDN

ALERTing message.

For calls placed to on-ECS destinations, the “no answer” classification is done by

counting the number of seconds of ringing.

The adjunct is notified of the no answer outcome in a Third Party Call Ended with

cause CS3/19 — No Answer.

Busy Condition

For calls placed to off-ECS destinations, the busy results from the call classifier

detecting either precise or imprecise busy tones or the “DISConnect/cause=user

busy” (CS0/17 — User Busy) message returned by an ISDN-PRI facility.

A Third Party Call Ended is sent in these cases to the adjunct with cause value

CS0/17 — User Busy.

For calls placed to on-ECS destinations, the busy condition is the result of the

“busy” internal feedback message. Again, a Third Party Call Ended is sent to the

adjunct with cause value CS0/17 — User Busy.

Reorder Condition

For calls placed to off-ECS destinations, the reorder condition is from the call

classifier detecting either precise or imprecise network reorder tones, or receipt of

an ISDN “progress” or “disconnect” message with cause CS3/42 —

Denial/Reorder. A Third Party Call Ended is sent to the adjunct (cause CS3/42 —

Denial/Reorder).

For calls placed to on-ECS destinations, the reorder classification is the result of

the “reorder” internal treatment. A Third Party Call Ended is sent with the following

cause: CS0/34 — No Circuit or Channel Available.

Other Conditions

When a Switch-Classified call is made to a destination that gives modem tone, the

call is dropped (ended) with cause CS0/58 — Requested Bearer Capability not

Available.

ECS-Terminated Call Conditions Prior to

Classification

Before a call is classified, some conditions will cause the ECS to terminate the call

attempt:

■

No trunks available (none administered or none idle)

(cause CS3/20 — Trunks not available)

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■

Attempting to use a Trunk Access Code (TAC) to access a PRI trunk (only

Automatic Alternate Routing/Automatic Route Selection [AAR/ARS] feature

access codes may be used to place a Switch-Classified call over a PRI

trunk) (cause CS0/21 — Call Rejected)

■

No classifiers available

(cause CS3/21 — Classifiers not available)

Resources not available (for example, time slots or association records) —

NAK/Return Error component (cause CS3/40 — Resources not available)

Receipt of a RELease COMplete message from the adjunct.

These conditions result in a Third Party Call Ended message.

ECS Operation for Switch-Classified Call Setup

This section details the ECS actions for each stage of call setup.

After the initial alert event is reported, the ECS waits for the call to be classified as

answered or dropped. The Alerting Event Report is sent to the adjunct only for the

first ringing occurrence.

If Call Classification after Answer Supervision is enabled, the ECS will rely on

network answer supervision to classify the call. A call classifier will only be

attached after the call is answered and only if answer machine detection is

requested.

If network answer supervision is received before the classifier detects answer, the

classifier is disconnected. If the classifier detects the answer, any subsequent

network answer supervision indications are ignored.

After the answered event is reported (call answered at the called party), the ECS

terminates the call at the originator specified in the Third Party Make Call request.

Valid originators are ACD split extensions, hunt group extensions, announcement

extensions, or VDNs.

When the ECS determines that the originator (ACD split) can accept the call, the

call is transferred to the ACD split (the sequencing is done internal to the ECS).

The event report sent to the adjunct depends on whether the call has been

delivered to an available agent/extension or has been queued. If the call drops

prior to getting to the originator, the Third Party Call Ended Report is sent to the

adjunct.

If the call has been queued, the Queued Event Report is sent to the adjunct.

When the agent becomes available, the call is de-queued and an Alerting Event

Report followed by a Connected Event is sent containing the extension receiving

the call.

2. See Answering Machine Detection operation for G3V3 and later ECS releases in this section.

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The Alerting and Call Connected Event Reports are sent to the adjunct when the

call is being delivered at a physical endpoint (agent/extension). The Connected

Party number item and its extension are included in these event reports. For

announcements, the connected party extension is the same as that specified for

the calling endpoint in the Third Party Make Call request. For hunt groups and

splits, this is the member/agent extension receiving the call.

The Call Ended Event Report is sent to the adjunct when the call is dropped

because of a busy, reorder, denial, answer-back tone, or no-answer result. A

separate Dropped Event Report is not sent for these outcomes.

If a SIT was detected, the call is either dropped (call ended message is sent with

cause=SIT value), or it is considered answered depending on how the ECS is

administered. If an ISDN progress message is received with a cause value that

maps to a SIT tone, then a call is dropped or answered depending upon the ECS

administration. See T a ble 4-2 on page 4-13 for definitions of the SITs detected

and cause value mappings.

For G3V3 and later, an ASAI adjunct may request Answering Machine Detection

(AMD) for a Switch-Classified call. If AMD is requested for a call, the receipt of

Network Answer Supervision or the ISDN CONNECT message is no longer

sufficient to classify the outcome of a call. Further classification by the call

classifier is required.

If an answering machine is detected, a cause value is sent in either the Answered

or the Call Ended message to indicate such, and the call is either dropped or

connected. If the treatment selected is connect, an Event Report is sent to the

adjunct. The treatment may be specified either system-wide or on a per-call basis.

NOTE:

When AMD is requested on a Switch-Classified call, the reporting of the call

outcome is delayed because detection of voice energy is no longer sufficient

to classify a call, and further classification is required to distinguish between

a live answer and a machine answer. However, the maximum number of call

classifiers required for Switch-Classified calls need not be increased, since

the increase in average holding time for call classifiers is minimal (up to two

seconds). AMD uses the following Call Classifiers: TN744B (or later), and

TN2182.

For Switch-Classified calls, the COR of the ASAI link is used to determine whether

a call can be made to the destination indicated in the request.

Switch-Classified Call Originator

When the destination answers, the originator receives ringing. If the originator

intraflows with priority, the new destination receives priority ringing. The originator

receives the zip tone if it is in auto-answer mode.

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When the originator is a logged-in ACD agent, ACD call delivery rules apply.

When the originator is a station user (the call was delivered through a hunt group,

not an ACD split), normal alerting and call delivery take place.

If the originator has a display set, the display shows the destination’s extension (if

the destination is internal), or the name of the trunk group (if the destination is

external).

With the OCM/EAS feature enabled, a VDN extension can be an originator for a

Switch-Classified call. See the DEFINITY Enterprise Communications Server Call

Vectoring/Expert Agent Selection (EAS) Guide, 555-230-521, for more

information.

It is recommended that agents receiving Switch-Classified calls work in

auto-answer mode with headsets (administered on the station form with

“auto-answer on”).

Switch-Classified Call Destination

If the destination is on-ECS, the user receiving the call will receive a priority ring if

it has been requested by the Third Party Make Call Request.

If the destination has a display, the originating group (for example, the hunt group)

is displayed as the calling party. This call cannot be picked up by a pickup group

user.

Negative Acknowledgement (NAK) of a

Switch-Classified Call

A Third Party Make Call (Switch-Classified) request is denied if:

■

The “type” field in the Domain IE (which codes the dest_route_select) does

not specify “trunk” (cause=CS0/100).

■

The ECS cannot obtain a time slot or other internal resource

(cause=CS3/40).

■

The alert order is not specified as “alert destination first” (cause=CS0/100).

The service circuit requested is not a call classifier (cause=CS0/100).

The calling number is neither a split nor an announcement extension

(cause=CS0/28).

■

The request specifies that the call is to be direct-agent or supervisor-assist

as well as Switch-Classified (cause=CS3/80).

A service circuit is not requested for external calls and the Trunk Access

Code was specified in the dest_route_select field (cause=CS0/96).

Service or option not subscribed/provisioned (CS0/50)

If an adjunct requests a Third Party Make Call (Switch-Classified call) with

Answering Machine Detection, and AMD is not enabled, then the ECS

denies the request.

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■

Service or option not subscribed/provisioned (CS0/50)

If an adjunct includes user-to-user information and the ECS field release is

not V3 or later, the ECS denies the request.

Other Failure Conditions for

Switch-Classified Calls

A Third Party Make Call (Switch-Classified) is dropped if:

■

The COR check for delivering the call has failed — Call Ended Event

Report (cause=CS0/21).

An answered call at the destination cannot be delivered because of a full

queue condition. This condition is logged in the error log (CS3/22).

2. User-Classified Call

This type of Third Party Make Call is used by many types of applications such as

Office Automation, Messaging, and OCM applications for Preview Dialing. It is

defined as a call that is originated from a station with all Direct-Agent or

Supervisor-Assist call options turned off. The call is set up by the adjunct on

behalf of a station extension (calling party) to an on- or off-ECS called endpoint.

The adjunct must provide the calling party origination and the called party

destination addresses. Valid originators for this type of call include all station

extensions. Valid destinations are on-ECS extensions (including VDNs) and

off-ECS numbers. All trunk types (including ISDN-PRI) are supported as facilities

for reaching called endpoints for outbound User-Classified calls. Call progress

feedback messages are reported as events across the BRI ASAI interface.

Answer supervision and call classifiers are not needed for this type of call

because the user (agent) will determine the outcome of the call.

Parameters for User-Classified Calls

This list contains the ASAI interface call parameters for User-Classified calls.

orig_addr

dest_addr

[mandatory] Must be a valid station extension.

[mandatory] Must be a valid extension number or

off-ECS number. An on-ECS extension may be a

station extension, VDN, split, hunt group, or

announcement extension. The dest_addr may

include TAC/ARS/AAR information for off-ECS

numbers.

dest_route_select

[optional] If present, it contains the TAC/ARS/AAR

information for off-ECS numbers, if they were not

present in the dest_addr.

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priority_calling

[optional] If present, a priority call is placed if the

destination is a local extension. If the priority flag is

specified for an off-ECS destination, the call is

denied. The default is nonpriority.

max_rings

N/A (ignored)

direct_agent_call

supervisor_assist

alert_order

Must not be present

[optional] If present, must be NO (alert originator

first). It is recommended that this item not be

present.

service circuit

return_ack

Must not be present

[optional] If this parameter is present, it indicates

that the ECS should return an acknowledgment to

the request. If this parameter is not present, then

the ECS does not return an acknowledgment.

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uui_info

[optional] UUI received in a successful Third Party

Make Call on the ASAI link is stored by the ECS

with the call for the life of the call or until overwritten

due to a later UUI IE associated with the call.

UUI from a Third Party Make Call will be sent in any

ISDN SETUP message for the call, in the Alerting

and Call Offered Event Reports, and in a Route

Request, if one is made.

The UUI IE sent over an ISDN trunk can contain

more data than the UUI IE sent to ASAI. This

happens when the ISDN trunk group is

administered with supplementary service protocol

other than B, and the UUI IE Treatment is set to

“shared”. The UUI for ASAI is packed within the

shared UUI before it is sent over an ISDN trunk,

and is unpacked at the other end.

This is transparent to the ASAI adjuncts, with two

exceptions:

1. If the maximum size UUI allowed on the ISDN

trunk is exceeded, then the lower priority data

items will be dropped. Whether or not this

means that ASAI UUI is dropped depends on

the priorities of the data items. These priorities

are administered on each trunk group form.

Each item stored in shared UUI uses 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 the ASAI application, without

change.

For more information, see the Section, ‘‘Integrated

Services Digital Network (ISDN),’’ in Chapter 12,

‘‘ASAI and Feature Interactions.’’

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Call Classification for User-Classified Calls

All call-progress audible tones are provided to the originating user at the calling

endpoint (except that user does not hear dial tone or touch tones). Call progress

feedback is sent to the adjunct in event reports. For OCM preview dialing

applications, final call classification is done by the station user staffing the

originating set (who hears call progress tones and manually records the result).

ECS Operation for User-Classified Call Setup

Before trying to set up the call, the ECS validates the field/options consistency. It

then attempts to originate the call for the originating user on behalf of the

extension specified in the originating address (orig_addr) call parameter.

Once the call is successfully originated, the ECS does not drop it regardless of

outcome. The only exception is the denial outcome which results in the intercept

tone being played for 30 seconds, after which the call is disconnected. The normal

audible feedback is provided to the originating station user. It is then up to the

originating station user or application to drop such calls (either by going on-hook

or via a Call Control request). For example, if the adjunct places a call to a busy

destination, the originator will be busy until he or she normally drops or until the

adjunct sends a Call Control command to drop the call.

Once set up, either the station user or adjunct may control this call. The adjunct

may then use the association used for the Third Party Make Call request to control

the call.

Starting with Release 6, a User-Classified Call can originate from a station AWOH

(Administration Without Hardware), or a hunt group extension administered with

members AWOH. This is referred to as a Phantom Call.

User-Classified Call Originator

For the originator to place the call, the originator’s set (display or voice) must have

an available call appearance for origination and must not be in the talking (active)

state on any call appearances. The originator is allowed to have a call(s) on hold

or alerting at the set.

The originator may go off-hook first, and then issue the Third Party Make Call

request. The ECS originates the call on the call appearance with dial tone.

If the originator is off-hook busy, the call cannot be placed and the request is

denied (NAK/Return Error component, cause=CS0/17 — User busy). If the

originator is unable to originate for other reasons, the ECS denies the request.

See ‘‘Negative Acknowledgement of a User-Classified Call’’ on page 4-23 in this

chapter for more detail.

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After dialing is completed, the calling endpoint hears call progress tones (but not

dial tone or touch tones). If the call was placed to a VDN extension, the calling

endpoint hears whatever has been programmed for the vector associated with

that VDN. If the calling endpoint has a display set, the display shows the called

endpoint’s extension and name (if the called endpoint is on-ECS), or the name of

the Trunk Group (if the called endpoint is off-ECS).

Originators may be ACD agents in various work modes.

User-Classified Call Destination

If the destination is an on-ECS station user, the user receiving such a call receives

alerting (according to whether the call was priority or not). Normal display

interactions apply for destinations with displays.

When the destination is a logged-in ACD agent or an ACD split, ACD call delivery

rules and display features apply. A User-Classified call whose destination is an

ACD agent’s extension is delivered to that ACD agent like a personal call.

When the destination is a VDN extension, vector processing rules apply.

Announcement destinations are treated like on-ECS station users.

The station user receiving the call is alerted according to the call type (ACD,

priority, or normal). Call delivery depends on the call type, station type, station

administered options (for example, manual/auto answer or call waiting), and

station’s talk state.

For example, for an ACD call, if the user is off-hook idle and in auto-answer mode,

the call is cut-through immediately. If the user is off-hook busy and has a

multifunction set, the call alerts a free call appearance. If the user is off-hook busy

and has an analog set and the user has “call waiting” or this is a priority call, the

analog station user is given the “call waiting tone.” If the user is off-hook busy on

an analog set and does not have “call waiting,” the calling endpoint hears busy. If

the user is on-hook, alerting is started.

Negative Acknowledgement of a User-Classified

Call

A User-Classified Third Party Make Call request is denied (NAK/Return Error

component) if the call fails before it is attempted in the following cases:

■

The originator does not go off-hook within five seconds after originating call

(and cannot be forced off-hook) (cause=CS0/18)

Phantom Call request received on an ECS administered prior to release 6

(cause=CS3/27)

The originator is out-of-service (cause=CS3/27)

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■

The originator is a hunt group with no available AWOH members

(cause=CS0/17).

The originator is busy on one call appearance in talking state

(cause=CS0/17).

■

The originator has “hot line” administered (cause=CS0/58).

The call could not be originated because of lack of resources

(cause=CS3/40).

■

A UUI Information Element longer than 32 bytes was received

(cause=CS0/100).

■

The originator is not a valid station extension (cause=CS0/28).

A service circuit is requested (cause=CS3/80).

Answering Machine Detection is requested (cause=CS3/80).

A call placed to a called endpoint whose COR does not allow the call to end will

return intercept treatment to the calling endpoint and the Reorder event with

cause CS0/21 (call rejected).

3. Phantom Calls

Starting with Release 6, a Third Party Make Call can originate from a station

AWOH (Administration Without Hardware), or a hunt group extension

administered with members AWOH. This is referred to as a Phantom Call. Event

reports for Phantom calls will contain the same information that is included in

events provided by other calls placed through Third Party Make Calls. The calling

party number (originator) for all the events will always be the station AWOH

(Administration Without Hardware), even if the call is originated from a specific

hunt group extension, as provided in the Third Party Make Call Request.

a. A Phantom call is similar to a user-Classified call. The differences are as

follows:

1. The originator is an extension corresponding to a station AWOH or a

hunt group whose members are AWOH.

2. When the DEFINITY ECS detects an incomplete call (busy,

intercept), the call is automatically dropped.

3. Phantom Calls cannot be placed on trunks without disconnect

supervision.

Phantom calls can be used in conjunction with Single-Step Conference to achieve

transfers/conferences for trunk-to-trunk calls. Phantom calls can be placed in

queues to identify the next available agent for non-call related activities.

Phantom calls can also be placed as Direct Agent calls or priority calls.

Phantom calls are processed normally by call vectoring including Adjunct Routing.

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WARNING:

The customers should be careful when mixing voice call traffic with Phantom

Call traffic in a queue. The call handling times should be considered and if

Phantom Calls are expected to remain in queue much longer than voice

calls, they could impact the delivery of the voice calls and cause misleading

measurements.

Parameters for Phantom Calls

This list contains the ASAI interface call parameters for Phantom calls.

orig_addr

[mandatory] The originator is an extension

corresponding to a station AWOH or a group whose

members are AWOH.

dest_addr

[mandatory] Must be a valid extension number or

off-ECS number. An on-ECS extension may be a

station extension, VDN, split, hunt group, or

announcement extension. The dest_addr may

include TAC/ARS/AAR information for off-ECS

numbers. Trunks without disconnect supervision

cannot be used.

dest_route_select

priority_calling

[optional] If present, it contains the TAC/ARS/AAR

information for off-ECS numbers, if they were not

present in the dest_addr.

[optional] If present, a priority call is placed if the

destination is a local extension. If the priority flag is

specified for an off-ECS destination, the call is

denied. The default is nonpriority.

max_rings

N/A (ignored)

direct_agent_call

[optional] if present, this indicates that the Phantom

Call will be a direct agent call.

supervisor_assist

alert_order

Must not be present

[optional] If present must be NO (alert originator

first) It is recommended that this item not be

present.

service circuit

Must not be present

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return_ack

uui_info

[optional] If this parameter is present, it indicates

that the ECS should return an acknowledgment to

the request. If this parameter is not present, then

the ECS does not return an acknowledgment.

[optional] UUI received in a successful Third Party

Make Call on the ASAI link is stored by the ECS

with the call for the life of the call or until overwritten

due to a later UUI IE associated with the call.

UUI from a Third Party Make Call will be sent in any

ISDN SETUP message for the call, in the Alerting

and Call Offered Event Reports, and in a Route

Request, if one is made.

The UUI IE sent over an ISDN trunk can contain

more data than the UUI IE sent to ASAI. This

happens when the ISDN trunk group is

administered with supplementary service protocol

other than B, and the UUI IE Treatment is set to

“shared”. The UUI for ASAI is packed within the

shared UUI before it is sent over an ISDN trunk,

and is unpacked at the other end.

This is transparent to the ASAI adjuncts, with two

exceptions:

1. If the maximum size UUI allowed on the ISDN

trunk is exceeded, then the lower priority data

items will be dropped. Whether or not this

means that ASAI UUI is dropped depends on

the priorities of the data items. These priorities

are administered on each trunk group form.

Each item stored in shared UUI uses 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 the ASAI application, without

change.

For more information, see the Section, ‘‘Integrated

Services Digital Network (ISDN),’’ in Chapter 12,

‘‘ASAI and Feature Interactions.’’

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Call Classification for Phantom Calls

Phantom calls are not classified by the ECS; however, there are cases in which

unsuccessful Phantom Calls are cleared by the ECS. For instance, if a Phantom

Call is placed over ISDN trunks and the called destination is busy, the ECS tears

down the call, and sends a Third Party Call End message to the application. This

message includes a cause value indicating the reason why the call is cleared, in

this case the cause value is “User Busy” (CS0/17).

It is strongly recommended that if Phantom Calls are placed over trunks, that

these trunks provide answer supervision and that applications provide a timing

mechanism to clear unanswered calls upon timer expiry. Otherwise, these calls

will tie-up resources unnecessarily.

Phantom Call Originator

The originator of a Phantom Call can be either a station Administered Without

Hardware (AWOH) or a hunt group which contains AWOH stations as its

members. Only analog and DCP stations can be AWOH originators for Phantom

Calls.

A station AWOH is available if it has at least one available call appearance and no

other active calls present.

If the originator specified is a hunt group, then the DEFINITY ECS will hunt for the

next available AWOH member. To be chosen as the originator, a hunt group

member must not have any calls either active or on hold. (A hunt group may have

a mix of stations with or without hardware, but only a station without hardware is

eligible to originate Phantom Calls.) The chosen station, not the hunt group, will

be reported as the calling party in any events associated with the call.

Phantom Call Destination

WARNING:

Do not place Phantom Call over trunks which do not provide disconnect

supervision.These calls will be denied.

WARNING:

It is advisable to use only those trunks which provide answer supervision;

otherwise the DEFINITY ECS feature “Answer Supervision by Call

Classifier” should be used to ensure that if the call goes unanswered, the

application is informed and can take action to disconnect the call, if needed.

Since Phantom Calls can be directed anywhere, it is up to the customer to

configure the application and the DEFINITY ECS in such a way that any

vector commands executed for such calls make sense.

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Negative Acknowledgment of a Phantom Call

A Third Party Make Call (Phantom Call) request is denied (NAK/Return Error

Component), if the request fails because of the following reasons:

■

Phantom Call request received on an ECS administered prior to Release 6

(cause=CS3/27).

The originator is a hunt group with no available AWOH members

(cause=CS0/17).

The originator is busy on one call appearance in talking state

(cause=CS0/17).

■

The originator has “hot line” administered (cause=CS0/58).

The call could not be originated because of lack of resources

(cause=CS3/40).

■

A UUI Information Element longer than 32 bytes was received

(cause=CS0/100).

■

The originator is not a valid extension (cause=CS0/28).

A service circuit is requested (cause=CS3/80).

Answering Machine Detection is requested (cause=CS3/80).

If the Phantom Call is placed as a Direct Agent Call, then the list of cause values

under Negative Acknowledgment of a Direct Agent Call apply. See the Section

‘‘Negative Acknowledgments of a Direct-Agent Call’’ in this chapter.

4. Direct-Agent Call

The direct-agent call is set up between a station user and an ACD agent logged

into a specified split by using the Third Party Make Call capability.

A direct-agent call may also be placed via adjunct routing of an incoming call

directly to a specified agent (see Chapter 7, ‘‘ASAI and Call Routing’’ for more

information).

This type of call may be used by incoming call (ICM) applications whenever the

application decides that the customer should talk to a specific ACD agent, not just

any one in the pool. The adjunct must specify (either via table lookup or by

accepting digits from the keyboard) the split extension the called endpoint ACD

agent is logged into. Direct-agent calls can be tracked by Call Management

Service (CMS) through the split measurements.

Valid originators for this type of call are all station extensions.

NOTE:

Another type of direct-agent call known as a Logical Direct Agent call is only

available when the Expert Agent Selection (EAS) feature is enabled. See

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the ‘‘Expert Agent Selection (EAS)’’ on page 12-36 of Chapter 12, ‘‘ASAI

and Feature Interactions’’ for detailed information.

Parameters for Direct-Agent Calls

This section contains the ASAI interface call parameters for direct-agent calls.

All parameters are the same as those listed for User-Classified calls with the

exception of the called endpoint.

orig_addr

dest_addr

[mandatory] Valid calling endpoints (originators) for

direct-agent calls are station extensions.

[mandatory] Valid destinations (called endpoints)

are ACD agent extensions. Starting with Release 6,

a Direct Agent Call can originate from a station

AWOH (Administration Without Hardware), or a hunt

group extension administered with members

AWOH. This is referred to as a Phantom Call.

split_param

[mandatory] Must be present and contain a valid

split extension; dest_addr must be logged into this

split.

In an EAS environment, the station extension (to

which an agent is logged in) is specified. The

agent’s logical extension is not used.

priority_calling

[optional] If present, originates the call as a priority

call. If not present, it defaults to nonpriority.

max_rings

N/A (Ignored)

direct_agent_call

supervisor_assist

Must be present

Must not be present

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ASAI and Call Control

uui_info

[optional] The ECS supports receiving UUI in the

Third Party Make Call request from the adjunct. If an

ASAI adjunct provides UUI in a Third Party Make

Call, then the ECS stores that UUI with the call.

UUI from a Third Party Make Call will be sent in any

ISDN SETUP message for the call, in the Alerting

and Call Offered Event Reports, and in a Route

Request, if one is made.

The UUI IE sent over an ISDN trunk can contain

more data than the UUI IE sent to ASAI. This

happens when the ISDN trunk group is administered

with supplementary service protocol other than B,

and the UUI IE Treatment is set to “shared”. The

UUI for ASAI is packed within the shared UUI before

it is sent over an ISDN trunk, and is unpacked at the

other end.

This is transparent to the ASAI adjuncts, with two

exceptions:

1. If the maximum size UUI allowed on the ISDN

trunk is exceeded, then the lower priority data

items will be dropped. Whether or not this

means that ASAI UUI is dropped depends on

the priorities of the data items. These priorities

are administered on each trunk group form.

Each item stored in shared UUI uses 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 the ASAI application, without

change.

For more information, see the Section, ‘‘Integrated

Services Digital Network (ISDN),’’ in Chapter 12,

‘‘ASAI and Feature Interactions.’’

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alert_order

Must not be present

service_circuit

(classifier) Must not be present

return_ack

[optional] If this parameter is present, it indicates

that the ECS should return an acknowledgment to

the request. If this parameter is not present, then the

ECS does not return an acknowledgment.

Call Classification

All call-progress, audible tones are provided to the originating user (except that

user does not hear dial tone or touch tones). Call progress tones are reported to

the adjunct as events. For OCM preview dialing applications, final call

classification is done by the station user staffing the originating set (who hears the

call progress tones and manually records the result).

ECS Operation for Direct-Agent Call Setup

The ECS attempts to set up the call for the extension specified in the orig_addr.

Once the call is successfully originated, the ECS does not drop it regardless of

outcome. The only exception is the denial outcome which results in the intercept

tone being played for 30 seconds, after which the call is disconnected. The normal

audible tone is provided to the originating station user. It is then up to the

originating station user to drop such calls (either by going on-hook or via a

third-party request). For example, if the adjunct places a call to a busy destination,

the originator will be busy until he or she normally drops or until the adjunct sends

a Call Control command to drop the call.

Direct-Agent Call Originator

In order for the call to be placed, the calling endpoint’s voice set must have an

available call appearance for origination and must not be in the talking state on

any of the other call appearances. The calling endpoint is allowed to have a call

on hold.

The originator may go off-hook first, and then issue the Third Party Make Call

request. The ECS will originate the call on the call appearance with dial tone.

If the originator is off-hook busy, the call is not placed and the request is denied

(NAK/Return Error cause=CS0/17 — User busy).

If the calling endpoint is unable to originate, the ECS also denies the request

(cause=CS0/18 — No user responding).

If the originator is on-hook and has a speakerphone, the speakerphone is forced

off-hook and the call is originated.

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ASAI and Call Control

After dialing is completed, the calling endpoint hears call progress tones (for

example, alerting or busy).

Direct-Agent Call Destination

If the destination ACD agent has a display, the display shows the name of the

originator and the name of the specified split.

Once this call is set up, either the station user or the adjunct may control it. The

adjunct must specify the association used in the Third Party Make Call capability

when requesting other Call Control capabilities.

Negative Acknowledgments of a Direct-Agent

Call

A Direct-Agent Third Party Make Call request is denied (NAK/Return Error

component) in the following cases:

■

split_param is not present (CS0/96).

split_param option does not contain a hunt group extension (CS0/100).

split_param contains an invalid hunt group extension (CS0/28).

Originating address is not a station extension (CS0/28).

Destination address is not a station extension (CS0/28).

Other internal resources are unavailable (CS3/40).

Invalid Information Element contents (CS0/100). (Either the UUI IE was

longer than 32 bytes or the header was missing.)

■

Service or option not subscribed/provisioned (CS0/50).

The request specifies that the call is to be Switch-Classified or

supervisor-assist as well as direct-agent (CS3/80).

■

Answering Machine Detection is requested (CS0/80).

An EAS login ID is specified as the destination (CS0/28).

5. Supervisor-Assist Call

This call is set up via a Third Party Make Call between an ACD agent’s extension

and another station extension (typically a supervisor). It is measured by CMS as a

supervisor-assist call. It is always a priority call.

This type of call is used by OCM and ICM applications whenever an agent (on the

telephone with a client or when idle) wants to consult with the supervisor.

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NOTE:

The supervisor-assist call is a feature activated through a button pushed on

the ACD agent’s voice set. When activating this feature from the voice set,

the agent can talk to the supervisor while currently on a call and then

transfer the original call to the supervisor, or conference in all parties (the

supervisor, the agent, and the caller).

To place a supervisor-assist call, the adjunct must specify the supervisor’s

extension and it must control the sequencing of events as described below. If the

agent is already on a call, the original call must be put on hold and then the Third

Party Make Call initiated (with Supervisor-Assist option set) to the supervisor’s

extension (which is either provided by the agent through the data terminal or

directly by the adjunct). Failure to put the first call on hold results in the ECS

denying the request. If the agent is not on a call, a Third Party Make Call capability

with the Supervisor-Assist option is processed immediately by selection of an idle

call appearance followed by call setup.

The agent must be logged into the specified ACD split to use this capability.

After talking to the supervisor, the agent may indicate (on the keyboard) that the

call is to be transferred or conferenced. The adjunct translates the agent’s request

into a Third Party Merge request and indicates whether the agent is to be dropped

(transfer) or not (conference) from the call. The agent may also

transfer/conference this call via the voice set.

Valid originators for the ACD split specified in the request are ACD agent

extensions. Agents requesting this capability must be logged in. Valid destinations

are on-ECS station extensions (excluding VDNs and splits).

NOTE:

Off-ECS Distributed Communications System and Uniform Dial Plan

extensions are not valid destinations. Phantom Calls (calls-originated from

station AWOH or hunt groups made up of stations AWOH) do not apply to

supervisor assisted calls.

3. The supervisor (in the non-ASAI ACD environment) is an extension defined through ECS

administration on the split form.

4. Either on the voice set or via a Third Party Selective Hold capability.

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Supervisor-Assist Call Parameters

This section contains the ASAI interface call parameters for supervisor-assist

calls.

orig_addr

[mandatory] Valid calling endpoints (originators) for

this type of call are ACD agent extensions.

dest_addr

[mandatory] Valid called endpoints are on-ECS

station extensions (excluding VDNs, splits, off-ECS

DCS and UDP extensions).

split_param

Must be present and must be a valid split extension;

orig_addr should be logged into the split.

priority_calling

N/A (ignored) This call is always treated as priority for

consistency with current operation.

max_rings

N/A (ignored)

direct_agent_call

supervisor_assist

alert_order

Must not be present

Must be present

Must not be present

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service_circuit

Must not be present

return_ack

[optional] If this parameter is present, it indicates that

the ECS should return an acknowledgment to the

request. If this parameter is not present, the ECS

does not return an acknowledgment.

uui_info

[optional] The ECS supports receiving UUI in the

Third Party Make Call request from the adjunct. If an

ASAI adjunct provides UUI in a Third Party Make Call,

then the ECS stores that UUI with the call.

UUI from a Third Party Make Call will be sent in any

ISDN SETUP message for the call, in the Alerting and

Call Offered Event Reports, and in a Route Request,

if one is made.

The UUI IE sent over an ISDN trunk can contain more

data than the UUI IE sent to ASAI. This happens

when the ISDN trunk group is administered with

supplementary service protocol other than B, and the

UUI IE Treatment is set to “shared”. The UUI for ASAI

is packed within the shared UUI before it is sent over

an ISDN trunk, and is unpacked at the other end.

This is transparent to the ASAI adjuncts, with two

exceptions:

1. If the maximum size UUI allowed on the ISDN

trunk is exceeded, then the lower priority data

items will be dropped. Whether or not this means

that ASAI UUI is dropped depends on the

priorities of the data items. These priorities are

administered on each trunk group form. Each item

stored in shared UUI uses 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 the ASAI

application, without change.

For more information, see the Section, ‘‘Integrated

Services Digital Network (ISDN),’’ in Chapter 12,

‘‘ASAI and Feature Interactions.’’

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Supervisor-Assist Call Classification

A classifier is not used for this type of call. Call progress feedback is reported to

the adjunct in event reports. In addition, call-progress and audible feedback is

provided to the originating user.

ECS Operation for Supervisor-Assist Call Setup

The ECS attempts to set up a station-to-station call for the agent’s extension

specified in the originating address. If the originating address is not a logged-in

member of the specified split, the Denial Event Report is returned

(cause=CS3/15 — Agent not logged in).

Once the call is successfully originated, the ECS does not drop it regardless of

outcome. The only exception is the denial outcome which results in the intercept

tone being played for 30 seconds, after which the call is disconnected. It is up to

either party on the call to drop (either by going on-hook or via a third-party

request).

Supervisor-Assist Call Originator

In order for the call to be placed, the calling party must be logged into the

specified split.

The set must have an available call appearance for origination and must not be in

the talking state on any of the other call appearances. The calling party is allowed

to have another call(s) on hold. The originator may go off-hook first, and then

issue the Third Party Make Call request. The ECS originates the call on the call

appearance with dial tone.

If the calling endpoint is off-hook busy, the call is not attempted and the request is

denied (NAK/return error, cause=CS0/17 — User busy).

If the calling endpoint is unable to originate, the ECS denies the call request

(NAK/return error, cause=CS0/18 — No user responding).

After dialing is completed, the calling endpoint hears call progress tones (for

example, alerting or busy).

If the calling endpoint has a display set, the display shows the called endpoint’s

extension and name.

Supervisor-Assist Call Destination

Call delivery depends on the station type, station administered options, and talk

state. Priority call delivery rules apply. If the destination has a display, normal

display interactions for supervisor-assist calls apply. The destination does not

need to be a member of the split.

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Once set up, this call may be controlled either by the station user or by the

adjunct. The adjunct must use the same association as that specified in the “Third

Party Make Call” request when requesting any Third Party Call Control

capabilities.

Negative Acknowledgments of a

Supervisor-Assist Call

A Supervisor-Assist Third Party Make Call Request is denied (NAK/Return Error

component) if:

■

split_param is not present (CS0/96)

split_param does not contain a hunt group extension (CS0/100)

split_param contains an invalid hunt group extension (CS0/28)

Originating address is not a station extension (CS0/28)

Destination address is not a station extension (CS0/28)

Agent not logged in (CS3/15)

Other internal resources are unavailable (CS3/40)

Invalid Information Element contents (CS0/100) (Either the UUI IE was

longer than 32 bytes or the header was missing.)

■

Service or option not subscribed/provisioned (CS0/50)

The request specifies that the call is to be Switch-Classified or direct-agent

as well as supervisor-assist. (CS3/80)

■

Answering Machine Detection is requested (CS0/80)

Parameters and Call Types

To conclude this section, the following tables summarize the call parameters

allowed for each of the Third Party Make Call types described above. The first

table defines five kinds of calls in terms of the allowable call parameters. The

second table specifies the valid originators and destinations for a given call

parameter.

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ASAI and Call Control

Table 4-3. Third Party Make Call Options

Dest

Alert

First

Service

Circuit

(Classif)

Direct

Supv

Agent Assist Priority Split

Field

Call Type

Field Calling Param. AMD UUI

Switch-Classified

User-Classified

Direct-Agent

Supv-Assist

Phantom Call

(NOTE)

NOTE:

Direct Agent and Split parameters should only be included in a Phantom

Call request if it is a Direct Agent Phantom Call.

Table 4-4. Allowable Originators and Destinations for Specific Call Options

Dest

Alert

First

Service

Circuit

(Classif)

Direct

Agent

Field

Supv

Assist

Field

Orig or Dest Type

orig=station ext

orig=split, hunt, annc, vdn

orig=AWOH, hunt with AWOH

dest=station ext

dest=external number

dest=any (int or ext)

x means the option may be specified but it is not used.

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Third Party Take Control

The adjunct uses this initiating capability to control a call already in progress.

Information Flow

The adjunct expects a response to its request.

An acknowledgement is sent to the controlling adjunct if the request is successful.

As part of the acknowledgement, a party and extension list of all parties on the call

(for all on-ECS extensions on the call) are provided.

NOTE:

The address list may contain parties in an alerting state as well as a group

extension (for example, if the call is in queue and has not been delivered to

an agent).

If the request is unsuccessful, the ECS denies the request and sends the adjunct

the appropriate cause code.

Third Party Take Control Parameters

call_id

[mandatory] A call identifier for the call to be controlled. The

value is typically obtained through the Event Notification or

Value Query capabilities.

ACK (positive acknowledgement) Parameters

The ECS responds with a list of up to six party identifiers (party_id) for the parties

on the call and a list of up to six extensions of the parties on the call.

party_id list

Provided by the ECS and sent to the adjunct in the

capability’s acknowledgment. The party_id list contains the

party_id for every party on the call. Each party identifier

corresponds to an entry in the extension list.

extension

list

Specifies the extension address of each on-ECS party to the

call. Addresses of every on-ECS party on the call are

provided for alerting, connected, or queued parties. The

address for queued parties is the split extension of the

queue. The default is provided for off-ECS parties.

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UCID

Starting with Release 6, UCID is included in the

(Universal

Call ID)

acknowledgment only if it exists in the DEFINITY ECS and

the “Send UCID to ASAI” field is administered to ‘y’. It is a

unique tag assigned to each ECS call.

Consult DEFINITY Enterprise Communications Server

Release 6 Administration and Feature Description,

555-230-522 for more details on merging UCIDs.

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

Parameters form.

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Denial NAK) Causes

The ECS issues the following reason for denying the request:

■

Invalid association (CS0/81)

The association is already in existence.

Requested facility not subscribed/provisioned (CS0/50)

The user has not subscribed for the requested capability.

Invalid call_id (CS3/86)

The requester has sent an invalid call_id (call does not exist, has been

cleared).

■

Invalid Information Element contents (CS0/100)

The call_id is outside the range of the maximum call_id value.

Service or option not available (CS3/63)

The call is already being controlled.

Mandatory Information Element missing (CS0/96)

A required parameter is missing in the request.

Resources not available (CS3/40)

The maximum number of calls being controlled has been exceeded.

ECS equipment congestion (CS0/42)

The ECS is not accepting the request at this time because of traffic

congestion. The adjunct or user may wish to retry the request but should

not do so immediately.

Protocol Error (NAK) Cause

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

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Considerations

The ECS allows only one adjunct to control a call at any given time. Subsequent

requests for Third Party Take Control from an adjunct while a call is already active

are denied by the ECS. Third Party Take Control cannot take control of a call

which has been established over, and is still controlled over, a Call Control

association.

Third Party Take Control may be issued at any time during the life of a call.

CAUTION:

Alerting parties are reported as “Connected” Parties in the response to Third

Party Take Control.

NOTE:

It is possible to have only one party reported (for example, the call is in the

process of being adjunct-routed).

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Third Party Selective Hold

The adjunct uses this capability to place a controlled call on hold at an on-ECS

station. The effect is as if the specified party depressed the hold button on his or

her multifunction terminal to locally place the call on hold, or flashed the switch

hook on an analog terminal.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Places the call on hold and sends the adjunct an acknowledgement, or

— Denies the request

Third Party Selective Hold Parameters

party_id

Identifies the party to be placed on hold. This party must be

in the active (talking) state or already held.

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for denying the

request:

■

Invalid association (CS0/81)

The association does not exist.

Invalid number/domain (CS0/28)

The party_id given is invalid or does not correspond to a station.

Message not compatible with call state (CS0/98)

The request is not compatible with the call state. The party to be put on

hold is not currently active (talking), so it cannot be put on hold. Also

applies to analog sets with two calls already on hold.

■

Mandatory Information Element missing (CS0/96)

A required parameter is missing in this request.

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■

Invalid Information Element contents (CS0/100)

The party_id value of the request is invalid. For example, a Third Party

Selective Hold is sent for the destination of a ringing call (the call is ringing

and not yet answered at that endpoint). The party_id specified in the

party_id Information Element has not passed through the connected stage

and is therefore invalid.

■

User busy (CS0/17)

The user is busy with another ASAI request.

Invalid call type (CS3/43)

The call cannot be held due to the type of call (for example, emergency,

wake-up, or service observed).

Protocol Error (NAK) Cause

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The adjunct must know the party_id before placing the party on hold. A party may

only be put on hold if it is in on the call.

After a party is placed on hold through a Third Party Hold request, the user does

not receive dial tone (regardless of the type of phone [set]). Thus, subsequent

calls must be placed by selecting an idle call appearance or through the Third

Party Make Call Request.

Only station extensions support this capability; any requests containing party_ids

corresponding to a trunk will be denied.

If the party is already on hold on the specified call when the ECS receives the

request, a positive ACK is returned.

NOTE:

An analog set can be looked at as having two call appearances, CA1 and

CA2.

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1. If the hold request is for either call appearance already in the held state,

nothing else is done (request is ACKed).

2. If the hold request is for CA1 (when CA1 is in the active state), the call is

placed on soft (conference) hold.

3. If the hold request is for CA2 (when CA2 is in the active state), and CA1 is

also held, then CA2 is placed on hard-hold.

4. If the hold request is for CA2 (when CA2 is in the active state), and CA1 is

idle, the call is moved to CA1, and the call is placed on soft (conference)

hold.

When you set up repeated conferences from an analog set, you start with the call

on CA1, put it on hold (rule #2), and conference, the call ends up on CA2. The

next hold request will find the call on CA2, with CA1 idle (rule #4). Each time you

complete the conference, your call remains on CA2, so rule #4 applies repeatedly.

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Third Party Reconnect

The adjunct uses this controlling capability to reconnect an on-ECS party to a

controlled call.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Reconnects the party to the call after validating the parameters, or

— Denies the request

Third Party Reconnect Parameters

party_id

Identifies the party to be reconnected

ACK (Positive Acknowledgment) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for denying the

request:

■

Invalid association (CS0/81)

The association does not exist.

Invalid number/domain (CS0/28)

The party_id is incorrect or invalid.

Invalid Information Element contents (CS0/100)

The party_id value of the request is invalid. For example, a Third Party

Reconnect is sent for the destination of a ringing call (the call is ringing and

not yet answered at that endpoint). The party_id specified in the party_id

Information Element has not passed through the connected stage and is

therefore invalid.

■

Message not compatible with call state (CS0/98)

The party is not currently in the “hold” state so it cannot be reconnected.

The party was on-hook and did not go off-hook within five seconds after the

request was made (the call remains on hold).

Resources not available (CS3/40)

The host attempted to connect a seventh party to a six-party conference

call.

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■

Mandatory Information Element missing (CS0/96)

The party_id is missing in the request.

User busy (CS0/17)

The user is busy (active) on another call.

User not responding (CS0/18)

The party was on-hook when the request was made and it did not go

off-hook within five seconds (call remains on hold).

■

Resources not available (CS3/43)

The call cannot be reconnected due to too many parties already on the call

or other ECS-specific resource problems.

Protocol Error (NAK) Causes

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The adjunct uses previously received information about the party to release it from

the held state. This party must have been placed on (hard or soft) hold from the

station set or via the adjunct. A party may be reconnected only to the same call

from which it had been put on hold as long as there is no other active call at the

user’s station. If the party is already reconnected on the specified call when the

ECS receives the request, a positive ACK is returned.

If the user is on-hook (in the held state), the ECS must be able to force the station

off-hook or the user must go off-hook within five seconds after requesting a Third

Party Reconnect. If one of the above conditions is not met, the request is denied

and the party remains held.

If the user is listening to dial tone while a request for Third Party Reconnect is

received, the dial tone is dropped and the user is reconnected to the held call.

If the user is listening to any other kind of tone (for example, denial) or is busy

talking on another call, the Third Party Reconnect request is denied (CS0/17).

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Redirect Call

The adjunct uses this capability to re-route a call that is already alerting a station

extension.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Redirects the call and drops the alerting party after validating the

parameters, or

— Denies the request and maintains the alerting party

Third Party Redirect Call Parameters

redirecting

[optional] Identifies the party to be redirected from [must map

party_id

to a valid voice station extension, which includes

off-premises stations (OPS)]. If not specified, call is

redirected away from “last added party” to a call.

redirected-

to-number

[mandatory] Identifies the number the call is routed to (may

be on or off the ECS). If more than 24 digits are provided,

only the first 24 are used.

ACK (Positive Acknowledgement) Parameters

An acknowledgment is sent to the adjunct if the request is successfully completed

and the call stops alerting the redirecting station.

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for denying the

request:

■

Request is for release prior to G3V4 (CS0/111)

This service is only available beginning with release G3V4.

Mandatory Information Element missing (CS0/96)

The redirected-to number or other IE is missing in the request.

Invalid CRV (CS0/81)

The Call Reference Value is missing or invalid.

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■

Invalid destination (CS3/43)

Invalid destinations include the following: empty (0 digits), unassigned

extension (invalid dial plan numbers), incomplete number of digits for

AAR/ARS pattern, or non-AAR/ARS FAC.

■

Redirected-to Station Busy, Redirected-to Station has Call Forwarding

active, or Terminating Extension Group (TEG) has one or more members

busy (CS0/17)

Miscellaneous Restrictions (CS3/42)

— The redirected-to number cannot be the same as the originating

number or the redirecting number.

— The call is redirecting on the first leg of a Switch-Classified call.

Miscellaneous Restrictions (CS3/43)

■

— The redirected-to number is a Remote Access Extension, or the

COR check fails.

— The redirecting station is origination-restricted.

Miscellaneous Restrictions (CS3/63)

■

— The redirecting number is not a station extension, the call_id does

not exist, or the call is not in the alerting state or is redirecting while

in vector processing.

— Calls that result in intercept treatment will not be allowed to redirect

even if normally such calls would be sent to an attendant.

Protocol Error (NAK) Causes

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

With this service, when a call is routed to a new number, if the new number is a

station on the ECS, it begins alerting (if available to receive the call) and the

originally-alerted party is dropped. At this point, this alerting call is eligible to be

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redirected again. If the new (redirected-to) number is off-premises, the call is

routed there and the caller hears call progress tones. In this case, the call may not

be redirected again.

For both on and off the ECS redirection, the ECS will not drop the redirecting party

until success is assured. It is at this point that the positive acknowledgement is

sent. If the ECS cannot redirect the call, NAK is provided and the alerting call will

not be affected.

There is a special case where an adjunct can receive a positive acknowledgment,

but the redirect may fail. For example, if the call is redirected to an off-premises

number and the network trunk is seized, the ECS considers this successful

redirection and drops the redirecting party. The caller may hear any

network-provided call progress tones.

Party_ids may be re-used if the call is redirected more than once.

An application using this feature should consider the timing for redirecting a call,

particularly when redirecting away from a display user. If a display station user

gets an incoming call and the application redirects it immediately, the station user

may not have enough time to read the display (the incoming call information)

before it is cleared by the application.

Since it is not possible to redirect busy calls, if possible an application should

check whether the call had resulted in a busy condition before attempting to

redirect it. This may be done if the application receives the appropriate call

progress events from the ECS (such as “busy,” “reorder/denial,” or “connected”).

ASAI Redirect Call works even when trunk-to-trunk transfer is disallowed.

The call state may change between the Alerting event and the service request for

redirection. An application should therefore expect certain NAKs and handle them

appropriately.

If a call alerts to a principal station A, as well as to station B as a bridged

appearance of A, then a call cannot be redirected from station A to a primary

appearance on station B using the Redirect Call Feature.

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Third Party Listen-Disconnect

Starting with R5, Third Party Listen-Disconnect is one of two capabilities available

with the Selective Listening feature. Third Party Listen-Reconnect is the

companion to the Listen-Disconnect capability. For the adjunct to use the

Selective Listening feature, it must first be optioned on the System Parameters

Customer Options form.

The adjunct uses third party listen-disconnect to temporarily disconnect a specific

party (that is, the listener) from listening to communication by other parties (that is,

talkers) on an active call. A listener can be listen-disconnected from either a

particular talker or all talkers on the call. A listener that has been

listen-disconnected can continue speaking and be heard by other parties on the

call, but will not be able to hear any parties on the call from whom he or she has

been listen-disconnected.

See ‘‘Third Party Listen-Reconnect’’ on page 4-54 in this chapter for details on the

listen-reconnect capability of Selective Listening.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Disconnects the listener once it has validated the parameters, or

— Denies the request if it could not complete the listen-disconnection or if the

specified listener does not exist (invalid parameter).

Third Party Listen-Disconnect Parameters

listener

party_id

[mandatory] Identifies the party on the call whose listening

path is to be disconnected — that is, the listener.

talker

party_id

[optional] Identifies the party on the call who will no longer

be heard by the listener— that is, the talker. If the talker

party_id is not specified, the ECS defaults to all parties

currently on the call — that is, all the talkers.

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ACK (Positive Acknowledgement) Parameters

A listen-disconnected message is acknowledged by the ECS if the request

succeeds.

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for denying the

request:

■

Invalid association (cause CS0/81).

Request made on other than call control associations (cause CS0/111).

Invalid message (missing IE) (cause CS0/96).

Invalid IE contents (cause CS0/28).

A party specified is not supported by this feature (for example, maps to

announcements, extensions without hardware, etc.) (cause CS0/28).

■

A specified party is not part of the call, (cause CS0/100) (for example, a

two-party call with the talker still alerting).

■

Capacity exceeded (CS3/40).

The call is not in the correct state (cause CS3/63).

The request to disconnect from ALL parties was not granted because there

were no eligible (talker) parties on the call (cause CS0/98).

■

The feature has not been administratively enabled (CS0/50).

Considerations

■

The listener must be connected before being listen-disconnected.

The listener party_id must map to physical endpoints associated with voice

stations and trunk ports, but may not map to internal resources such as

tone resources, announcements, speech ports, group extensions, etc. This

means that the disconnected listener may not be disconnected from

announcements.

■

All analog and multi-function sets (digital, BRI, hybrid) as well as

off-premises stations (OPS) are supported.

Both incoming and outgoing trunk ports of any type are supported (that is,

digital, ISDN and non-ISDN).

Although any tone or voice path originating from a station or trunk on the

call is blocked for the listen-disconnected party, it is still possible that the

disconnected listener may still hear faint tones and speech. This can only

occur in a multi-party call where the primary voice path is disconnected but

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other voice paths remain (for example, through the presence of a third

party on the call). The level of “leakage” of tones or voice varies with the

type of equipment present on the call.

■

All listen-disconnected connections will be automatically restored to normal

operation if the ASAI link controlling the call fails.This means that the

listener will no longer be disconnected and will be able to hear all speech

and tones on the call.

■

The Selective Listening feature is not supported with attendants because

ASAI does not support attendants.

If Malicious Call Trace is active, a request for the listen-disconnect

capability (Selective Listening) is blocked.

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Third Party Listen-Reconnect

Starting with R5, Third Party Listen-Reconnect is one of two capabilities available

with the Selective Listening feature. Third Party Listen-Disconnect is the

companion to the Listen-Reconnect capability. For the adjunct to use the

Selective Listening feature, it must first be optioned on the System Parameters

Customer Options form.

The adjunct uses third party listen-reconnect to reconnect a specific party (that is,

the listener) to other parties on the call from whom the listener was previously

listen-disconnected. A listener can be listen-reconnected to either a particular

talker or all the talkers on a particular call.

See ‘‘Third Party Listen-Disconnect’’ on page 4-51 for details on the

listen-disconnect capability of Selective Listening.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Reconnects the listener once it has validated the parameters, or

— Denies the request if it could not complete the listen-reconnection or if the

listener specified does not exist (invalid parameter).

Third Party Listen-Reconnect Parameters

listener

party_id

[mandatory] Identifies the party on the call whose listening

path is to be reconnected (that is, the listener).

talker

party_id)

[optional] Identifies the party on the call who is

reconnected to the listening path (that is, the talker). If the

party is not specified, the ECS defaults to all parties

currently on the call (that is, all the talkers).

ACK (Positive Acknowledgement) Parameters

A listen-reconnected message is acknowledged by the ECS if the request

succeeds.

No parameters are contained in the acknowledgement for this capability.

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Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for denying the

request:

■

Invalid association (cause CS0/81).

Request made on other than call control associations (cause CS0/111).

Invalid message (missing IE) (cause CS0/96).

Invalid IE contents (cause CS0/28).

A party specified is not supported by this feature (for example, maps to

announcements, extensions without hardware, etc.) (cause CS0/28).

■

A specified party is not part of the call (cause CS0/100) (for example, a

two-party call with the talker still alerting).

■

Capacity exceeded (CS3/40).

The call is not in the correct state (cause CS3/63).

The request to disconnect from ALL parties was not granted because there

were no eligible (talker) parties on the call (cause CS0/98).

■

The feature has not been administratively enabled (CS0/50).

Considerations

■

The listener must be listen-disconnected before being listen-reconnected.

All listen-disconnected connections will be automatically restored to normal

operation if the ASAI link controlling the call fails.This means that the

listener will no longer be disconnected and will be able to hear all speech

and tones on the call.

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Third Party Single-Step Conference

Starting with Release 6, this capability allows the adjunct to add a device into an

existing call. This is accomplished with a single request without the need for a

local device to be previously connected into the call. Up to the maximum allowed

number of parties (as per administration), can be added to a call by using

Single-Step Conference. The party to be Single-Step Conferenced may be added

as a listen-talk (full-visibility) participant, or as a listen only (no visibility),

participant.

The mixing of visibility options is not recommended for subsequent Single-Step

Conference requests into the same call. Regardless of visibility, displays are not

updated as a result of a Single-Step Conference operation. However, when one

party drops, the displays will be updated to reflect the actual remaining count. This

may result in the display update showing a count that includes a party that was

added with no visibility. However, the behavior of the station displays is expected

to change in a future release.

No system tones will be provided as a result of the Single-Step Conference

operation.

This feature may be used instead of, or in addition to Service Observing. There

are no tones provided on the call during or after a party is added via Single-Step

Conference. If tones are needed, applications may use the “Send DTMF” ASAI

capability after adding a device into a call.

This capability generates Connected Event Reports instead of Conferenced Event

Reports. Two new cause values within the Connected Event Report indicate that a

new party was added to the call by using Single-Step Conference either with full

visibility (CS3/9), or no visibility (CS3/8).

Information Flow

The adjunct expects a response to its requests. An acknowledgement is sent to

the controlling adjunct if the request is successful. As part of the

acknowledgement, a party_id list and an extension list of all the parties on the call,

are provided.

If the request is unsuccessful, the DEFINITY ECS denies the request and sends

the adjunct an appropriate cause value.

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Third Party Single-Step Conference Parameters

called number

call options

[mandatory] The station extension to be added into

the call.

[optional] The following call options are supported.

■ Visibility [optional] — The newly added party with

‘full visibility’ option will have listen and talking

paths. With ‘no visibility’, only listening paths will

be provided for the newly added party.

■ Alert-Order [optional] — Not used, defaults to “add

party without alerting”.

NOTE:

If a call is in vector processing at the time the

Single-Step Conference request is received, a

request with ‘full visibility’ option will be denied.

ACK (positive acknowledgement) Parameters

The DEFINITY ECS responds with a list of up to six party identifiers (party_id) for

the parties on the call and a list of up to six extensions of the parties on the call.

party_id list

Provided by the DEFINITY ECS and sent to the adjunct in

the capability’s acknowledgment. The party_id list contains

the party_id number for every party on the call. Each party

identifier corresponds to an entry in the extension list.

extension

list

Specifies the extension address of each party on the call.

Addresses of every local party on the call are provided for

alerting, connected, or queued parties. The address for

queued parties is the split extension of the queue. The

default trunk extension (#####) is provided for remote

parties.

call_id

The call_id in the request.

UCID

(Universal

Call ID)

The UCID is included in the acknowledgment only if it exists,

and the “Send UCID to ASAI” field is administered to ‘y’. It is

a unique tag assigned to each ECS call.

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

Parameters form.

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Denial (NAK) Causes

■

Invalid association (CS0/81) — The association does not exist.

Invalid number (CS0/28) — Called party number is not a station or an

AWOH extension. Also sent, if the specified called number is not an

administered extension in the DEFINITY ECS.

■

Mandatory IE missing (CS0/96) — A required parameter is missing in the

request.

Invalid IE contents (CS0/100) — The call option IE value is other than

“Alert Order” or “visibility”. Also, the call_id is outside the valid range.

No user responding (CS0/18) — The station to be added does not go

off-hook within 5 seconds or cannot be forced off-hook.

Message not compatible with call state (CS0/98) — A Single-Step

Conference request is received with “full visibility” option when the call is in

vector processing. This also happens if the call to which a party is to be

added, is not in the proper state (for example, parked), or receiving the dial

tone. Additionally, Single-Step Conference cannot be invoked, when the

call is in the process of being classified by the ECS.

■

User busy (CS0/17) — The party to be added is busy on another call, has

dial tone or is in the process of dialing a call.

Reorder/Denial (CS3/42) — Maximum number of parties allowed on a call

has been reached. Also sent, if a request is made to Single-Step

Conference to add a device onto a call and the device is already on the

call.

■

COR check fail (CS3/43) — The COR checks for the call and the added

party fail.

Bearer capability not available (CS0/58) — The call has conference

restrictions due to data-related features, for example, data restriction, data

privacy, and manual exclusion.

Protocol Error (NAK) Causes

The DEFINITY ECS issues the following cause for generating a protocol

processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated, or the release is prior to Release 6,

or the capability invoked is not consistent with this association, for

example, invoking the Third Party Make Call capability on a Domain

Control association.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

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Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

If the Single-Step Conference is used to add a recording device into a call, the

adjunct has the responsibility of dropping the recording device and/or call when

appropriate. The DEFINITY ECS can not distinguish between recording devices

and real stations; so if a recording device is left on a call with one additional party,

the DEFINITY ECS will leave the call up forever until one party drops.

Use of the Single-Step Conference does not change the behavior of the Drop

button on the set. If the users intend to use the Drop button, they need to

understand that a party added through the Single-Step Conference will never be

considered “the last party added” on the call. Thus, parties added through the

Single-Step Conference cannot be dropped by using the Drop button. Also,

parties added by Single-Step Conference cannot be dropped by flashing the

Switch-Hook of an analog station on the call.

The station to be Single-Step Conferenced must be either a physical station

extension (not group), or an extension administered without hardware (AWOH).

When a device is Single-Step Conferenced into a call, an acknowledgment is sent

to the requesting association and a Connected Event Report is generated for

other associations monitoring or controlling the call.

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ASAI and Call Control

Third Party Merge

The adjunct uses this controlling capability to merge (for example, conference or

transfer at a specified station) two existing controlled calls into a single call on

behalf of an on-ECS station. A request is made over the association of the call on

hold.

NOTE:

This only works if one call is on hold while the other is active (alerting,

queued, held, or connected).

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Merges the two calls after it has validated the parameters, or

— Denies the request if the calls and specified station are not specified or are

not in the correct state

Third Party Merge Parameters

common_

[mandatory] Identifies the common endpoint with regard to

party_id

the held call. This station must have a call on hold and one

active (talking) state call.

call_id

[mandatory] The call_id of the active call.

conf/trans_

flag

[mandatory] The type of merge (Conference/Transfer) is set

with this parameter.

If the flag is set to TRANSFER, the calls are merged and the

common party is dropped from the call. The transfer

operation merges the two existing calls and drops the

common party from the call.

If the conf/trans_flag is set to CONFERENCE, the calls are

merged together and the common party is retained in the

resultant call.

ACK (Positive Acknowledgement) Parameters

The ECS replies with a call identifier for the merged call (call_id), UCID (Universal

Call ID) for the merged call, if available, a list of up to six party identifiers for the

parties on the call (party_id), and a list of up to six extensions of the parties on the

call.

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ASAI and Call Control

An acknowledgement (with party/extension information) is sent to the controlling

adjunct when the conference/transfer is complete. Included in the

acknowledgement is a list of all parties on the call (including extensions for local

parties).

The acknowledgment is sent over the association used to request Third Party

Merge. Any other associations monitoring the call or Domain Controlling

endpoints receive the Call Conference/Call Transferred Event Reports.

result_call_id

party_id list

old party_id

The call_id after the call is merged (provided by the

ECS).

The list of party_ids for the merged call (provided by the

ECS).

A list of party ids 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 the

conference to the party ids after the conference.

extension list

The list of extension numbers for the parties on the

merged call. Off-ECS parties always provide the default

station extension. The address for queued parties is the

split extension of the queue.

UCID (Universal

Call ID)

Starting with Release 6, UCID is included only if it exists

in the DEFINITY ECS, and the “Send UCID to ASAI”

field is administered to ‘y’. It is a unique tag assigned to

each ECS call.

NOTE:

Consult DEFINITY Enterprise Communications

Server Release 6 Administration and Feature

Description, 555-230-522 for more details on

merging Universal CalI IDs.

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

Parameters form.

Denial (NAK) Cause

The ECS issues one of the following reasons as the cause for denying the

request:

■

Invalid association (CS0/81)

The association is nonexistent.

■

Invalid number/domain (CS0/28)

The controlling party has not been specified correctly.

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ASAI and Call Control

■

Message not compatible with call state (CS0/98)

The common party is not in a valid state for the operation (merge) to take

place. For example, the common party does not have one call active

(talking) and one call in the held state as required.

■

Resources not available (CS3/40)

The ECS may have run out of resources (for example, time slots).

Reorder/Denial (CS3/42)

Both calls are Alerting.

Both calls are being service observed.

An active call is in a vector processing stage. A vector cannot be a party on

a conference call.

The host attempted to add a seventh party to an existing six-party

conference call.

■

Invalid Information Element contents (CS0/100)

The party_id value of the request is invalid.

Mandatory Information Element missing (CS0/96)

The party_id or call_id is missing from the request.

Protocol Error (NAK) Causes

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association, for example, invoking the Third Party Make

Call capability on a Domain Control association.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

Both calls must be controlled (for example, Call Control associations) for Third

Party Merge to operate successfully. The Third Party Merge request must be on

the association representing the call on hold.

For analog sets (phones), Third Party Merge is only allowed if one call is held and

the second is active (talking). Calls on hard hold or alerting cannot be affected by

a Third Party Merge request.

After the merge, the station is off-hook idle.

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ASAI and Call Control

The Third Party Merge capability can be also used by the adjunct to transfer an

ACD call to a supervisor. A sample scenario is presented below. Note that this

sample is not the only way in which to effect the transfer to the supervisor.

An ACD agent handling may request (via data keyboard) that the call be

transferred to the supervisor. The adjunct:

1. Places the existing call on hold.

2. Issues a Third Party Make Call request (with the supervisor-assist option)

to the supervisor’s extension.

3. When the supervisor either is alerted or answers, the adjunct may merge

the supervisor call and the previously held call using the Third Party Merge

capability. (This capability is requested on the same association as the held

call.)

Since this was a transfer request, the conf/trans_flag parameter is set to

TRANSFER and the ECS drops the ACD agent from the connection after the

merge takes place.

If the ACD agent requested a supervisor conference, the same procedure would

have taken place but the conf/trans_flag would have been set to CONFERENCE;

the ECS does not drop the ACD agent from the resulting connection. Thus, a

three-party call is created.

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ASAI and Call Control

Third Party Selective Drop

The adjunct uses this controlling capability to disconnect a specific party from a

call. The party may be a station or a trunk. For G3V3 and later, a tone resource

(other than ringback) may be dropped from a connection.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Drops the party once it has validated the parameters, or

— Denies the request if it could not execute the disconnect operation or if the

party_id specified does not exist (invalid parameter)

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Third Party Selective Drop Parameters

party_id

uui_info

[optional] Identifies the party on the call to be disconnected.

(If specified, do not specify resource_id.)

[optional] If there is UUI stored with a call, and if that UUI

came from an ISDN DISCONNECT message or in an ASAI

Third Party Drop Request, and if a party drops from the call

and a Drop Event Report results, then the ECS will include

the UUI stored with the call in the Drop Event Report.

UUI received in a successful Third Party Selective Drop on

the ASAI link or in an ISDN DISCONNECT message is

stored by the ECS with the call for the life of the call or until

overwritten due to a later UUI IE associated with the call.

The UUI IE sent over an ISDN trunk can contain more data

than the UUI IE sent to ASAI. This happens when the ISDN

trunk group is administered with supplementary service

protocol other than B, and the UUI IE Treatment is set to

“shared”. The UUI for ASAI is packed within the shared UUI

before it is sent over an ISDN trunk, and is unpacked at the

other end.

This is transparent to the ASAI adjuncts, with two exceptions:

1. If the maximum size UUI allowed on the ISDN trunk is

exceeded, then the lower priority data items will be

dropped. Whether or not this means that ASAI UUI is

dropped depends on the priorities of the data items.

These priorities are administered on each trunk group

form. Each item stored in shared UUI uses 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

the ASAI application, without change.

For more information, see the Section, ‘‘Integrated Services

Digital Network (ISDN),’’ in Chapter 12, ‘‘ASAI and Feature

Interactions.’’

resource_id

[optional] Identifies a tone resource to be dropped. (If

specified, do not specify party_id.)

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ASAI and Call Control

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for denying the

request:

■

Mandatory Information Element missing (CS0/96)

The party_id is missing from the request.

Invalid number/domain (CS0/28)

An invalid party_id or extension number is present in the request.

Invalid association (CS0/81)

The association does not exist.

■

Both party_id and resource_id are specified (CS0/80)

Resource_id specifies a tone resource and one is not active on the

connection, or the active tone is ringback (CS0/82)

■

A drop that is not allowed was requested (CS3/12)

A drop was requested while the trunk was in the wrong state (for example,

prior to finishing dialing).

Message not compatible with call state (CS0/98)

The call is not currently active or is in a hold state and therefore cannot be

dropped.

Invalid Information Element contents (CS0/100)

The party_id value is invalid; for example, it is out of range.

Protocol Error (NAK) Causes

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

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ASAI and Call Control

Considerations

The adjunct must know the association and the party_id of the party on the call to

be dropped. When a party is dropped from an existing conference call with three

or more parties (directly connected to the ECS), the other parties remain on the

call. If this is a two-party call, the entire call is dismantled.

Only connected parties and trunks (in any state) can be dropped from a call. Held,

bridged, and alerting local parties cannot be dropped by the adjunct.

Third Party Selective Drop cannot be used to drop parties from a

Switch-Classified call while the call is in the process of being classified. Third

Party Clear Call should be used instead.

Third Party Selective Drop may not be used to drop a call/party out of queue.

Third Party Selective Drop may not be used with resource_id if the tone provided

is not a local tone on the ECS (for example, a network-provided tone).

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ASAI and Call Control

Third Party Relinquish Control

The adjunct uses this capability to terminate a Call Control association. The call

itself is not affected by this capability.

Information Flow

The adjunct expects a response to its request. The ECS:

— Relinquishes control of the call if the request is valid

Third Party Relinquish Control Parameters

None for this capability.

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Cause

This request receives a NAK for a Switch-Classified call if the request is made

while the call is being classified (CS0/98).

Protocol Error (NAK) Cause

None for this capability.

Considerations

After an adjunct has invoked Third Party Relinquish Control for a call, the same

adjunct or another adjunct can take control of the same call by invoking the Third

Party Take Control capability.

If this call is being monitored (Event Notification active), the adjunct continues to

receive event reports over the event notification association.

This operation does not disconnect any parties from the call; ECS call processing

continues for the duration of the call.

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ASAI and Call Control

Third Party Clear Call

The adjunct uses this controlling capability to drop all parties from a controlled

call.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Clears the entire call (for example, disconnects all parties) and

acknowledges, or

— Denies the request

As the ECS is clearing the call:

■

Every station dropped is in the off-hook idle state.

Any lamps associated with the call are off.

The displays are cleared.

Third Party Clear Call Parameters

None for this capability.

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Cause

The ECS issues the following reason as the cause for denying the request and

ending the association:

■

Invalid association (CS0/81)

The association does not exist.

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ASAI and Call Control

Protocol Error (NAK) Cause

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The Third Party Clear Call capability can only clear calls controlled by the Call

Control capabilities.

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ASAI and Call Control

Third Party Send DTMF Signals

Starting with G3V4, this controlling capability is used by the adjunct to transmit a

sequence of DTMF tones on behalf of a party on the call.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Transmits the tones on the call after it has validated the parameters, or

— Denies the request if it is unable to service it

Third Party Send DTMF Signals Parameters

tx_party_id

rx_party_id

[mandatory] Identifies the party on whose behalf the DTMF

signals are to be sent. This party must map to a valid,

physical endpoint on the call.

[optional] If present, this parameter is ignored. A list of up to

5 party_ids that will receive the DTMF signals. If this list is

null, then all parties on the call receive the DTMF signals if

otherwise eligible (that is, if they are connected via ports that

support end-to-end signaling). See ‘‘Considerations’’ on

page 4-73.

char_seq

tone_dur

[mandatory] Identifies the character sequence to be

generated (maximum 32).

[optional] Specifies in .01 second increments, the duration of

each tone. The default duration is .35 seconds (350

milliseconds). Valid range of values accepted by the ECS for

this parameter is from 6 to 35 seconds (0.6 to 0.35 seconds).

pause_dur

[optional] Specifies in .01 second increments, the duration of

the pause in between tones. The default duration is .10

seconds (100 milliseconds). Valid range of values accepted

by the ECS for this parameter is from 4 to 10 seconds

(0.04 to 0.10 seconds).

ACK (Positive Acknowledgement) Parameters

An acknowledgement is sent when it is determined that the DTMF digits could be

transmitted, not when done transmitting. There are no parameters contained in

this ACK.

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ASAI and Call Control

Denial (NAK) Cause

The ECS issues the following reasons as the cause for denying the request and

ending the association:

■

Mandatory Information Element missing (CS0/96)

The char_seq is missing from the request. A denial may be sent if another

parameter is missing as well.

Invalid number/domain (CS0/28)

Party_id is out of range or is a party on whose behalf ASAI cannot send

DTMF tones (that is, a party other than a station or a trunk). Or, call_id is

out of range.

■

Invalid association (CS0/81)

The request is supported only over call control and domain control

associations. An attempt has been made to request this service over

another type of association.

Invalid Information Element contents (CS0/100)

A value of an IE is outside the range specified, or a character sequence

with a length of 0 or invalid characters has been supplied.

■

Service or Option Not Available (CS3/63)

The provided call ID does not exist.

Message Not Compatible with Call State (due to call state)(CS0/98)

DTMF signals can be generated only for active calls on which no other

signaling tones are present. Or, the ECS capacity for simultaneous sending

of DTMF digits is full (on a simultaneous basis, the ECS can only send

DTMF digits on a maximum of 16 calls for R6si and a maximum of 32 calls

for R6r). Also, the call must not be in vector processing or in a non-active

state. The ECS has detected that local, audible signals, including (ECS)

dial tone, busy tone, ringback tone, intercept tone, or Music-on-Hold/Delay

are currently being received. Also, if a call is being service observed.

■

Reorder/Denial (CS3/42)

A request to send DTMF on a conferenced call with more than five parties

is denied.

Incompatible Call Options (CS3/80)

The tone duration is present but the pause duration is not present, or the

pause duration is present but the tone duration is not present.

Protocol Error (NAK) Cause

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

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ASAI and Call Control

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

■

DTMF signals may be sent to any extension type on the call.

If a character sequence with a length greater than 32 is supplied, only the

first 32 characters in the sequence will be accepted (the remaining

characters will be ignored).

■

The ECS does not provide any signal to the adjunct when transmission has

completed.

If using the default timing, each digit sent will require 350 ms. Interdigit

timing is 100 ms.

While DTMF signals are being transmitted, all parties on the call will be

disconnected from the talk path.

If a party drops from the call while tones are being sent and others remain

on the call, signals will continue to be sent to the remaining parties.

Tones originating from the ECS will not be listen-disconnected; for

example, Send DTMF tones (generated through ASAI) would still be heard

by the disconnected listener.

■

Send DTMF may not be invoked on a call already receiving any other type

of DEFINITY ECS-generated tone.

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ASAI and Call Control

Third Party Call Ended

The ECS uses this terminating capability to inform the adjunct that a controlled

call has ended and to clear the call control association that was controlling the

call. It is also used when two calls are merged since one call control association

terminates when the calls merge.

Information Flow

The ECS does not expect a response.

Third Party Call Ended Parameters

call_id

Identifies the call that has terminated

Causes

The ECS issues one of the following reasons as the cause for ending the

association.

■

Normal clearing (CS0/16)

The call having the requested call identity has been cleared. The call is no

longer active. The extraneous call is dropped as the result of merging the

call.

■

User busy (CS0/17)

The first alerted party on the call is busy and the call is dropped.

Classifiers not available (CS3/21)

— The call is dropped because no call classifiers are available.

— COR check failed.

■

Call with requested identity has been terminated (CS3/86)

Two calls have been merged into one.

Trunks not available (CS3/20)

The call is dropped because no trunks are available.

Split Queues full (CS3/22)

The call is dropped because it cannot be queued.

Denial/Reorder (CS0/42)

The reorder tone is detected.

Outgoing calls barred (CS0/52)

The calling party number of a Switch-Classified call has an FRL lower than

that of the trunk group.

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ASAI and Call Control

■

Call rejected (CS0/21)

The ECS drops the call due to an illegal action and/or request by the user

(for example, attempting to merge two outbound calls without disconnect

supervision).

■

No answer (CS3/19)

The classifier does not detect answer within the allowed number of rings.

Answering Machine Detected (CS3/24)

The call was answered by an answering machine.

Incompatible Destination (CS0/88)

The classifier detects answer back tone.

■

No Circuit or Channel Available (CS0/34)

Unassigned Number (CS0/01)

Invalid Number/Domain (CS0/28)

Normal Unspecified/SIT — Vacant (CS0/31)

Normal, Unspecified (CS0/127)

This value is a normal drop cause value when something other than an

ISDN endpoint drops out of a connection. For example, when the host

issues a Third Party Make Call (User-Classified) from a station to an

announcement extension and the call is successfully completed. The

calling party hears the announcement and the call is dropped. The

Disconnect/Drop Event Report is also generated. See Chapter 3, ‘‘Event

Reporting and U-Abort Capabilities’’ for more information on the

Disconnect/Drop Event Report.

■

Denial/Reorder (CS3/42)

Provided when a Switch-Classified call (that has been answered by the far

end cannot be transferred to the intended split/VDN.

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ASAI and Domain Control

This chapter describes the Domain (Station or ACD Split/EAS skill) Control

Capability Group. The adjunct uses these capabilities to control and monitor all

calls at a station extension, to monitor selected calls only at that specific station,

and to begin outbound calls from that station. Additionally, the adjunct may use

this capability to receive Agent Logout Event Reports, and, starting with G3V4,

Agent Login Event Reports, for a specified ACD split or EAS skill.

Domain control capabilities are as follows:

Third Party Domain

Control Request for

Station Domain

When used with a station domain, the adjunct uses

this initiating capability to ask the ECS for event

reports on calls at a specified domain (station

extension).

An adjunct may use this capability to receive Agent

Logout Event Reports and, starting with G3V4,

Agent Login Event Reports for a specified ACD

split or EAS skill.

Third Party Answer

This capability allows an application to make a

request on behalf of a station user to “answer” a

ringing, bridged, or held call present at a station.

Third Party Selective

Hold

This controlling capability lets the adjunct put a

specified call on hold at the extension being

controlled.

Third Party Reconnect

Redirect Call

The adjunct uses this controlling capability to

reconnect a specified call at a controlled

extension.

The adjunct uses this capability to re-route a call

that is already alerting a station extension.

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ASAI and Domain Control

Third Party Merge

The adjunct uses this controlling capability to

merge two calls at a controlled extension.

Third Party Selective

Drop

This controlling capability lets the adjunct drop a

controlled extension from a given call.

Third Party Auto Dial

The adjunct uses this controlling capability to begin

an outbound call on behalf of a station extension.

Third Party Relinquish

Control

The adjunct uses this controlling capability to end

an active domain-control association.

Third Party Send DTMF

Signals

The adjunct uses this controlling capability to

transmit a sequence of DTMF tones on behalf of

the domain-controlled party on a specified call.

Third Party Single-Step

Conference

This capability enables the adjunct to add a

domain control device into an existing call.

Third Party Domain

Control Ended

The ECS uses this terminating capability when a

domain-control association ends.

Event Reports

See Chapter 3, ‘‘Event Reporting and U-Abort

Capabilities.’’

U-Abort (User Abort)

See Chapter 3, ‘‘Event Reporting and U-Abort

Capabilities.’’

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ASAI and Domain Control

Domain (Station) Control Description

Domain (station) Control allows an adjunct to receive event reports and control all

calls beginning at or coming to a specific station extension. Without these

capabilities, similar control and monitoring functions would require the adjunct to

have adjunct control of the entire call. It allows the adjunct to control only the

station extension associated with the Domain Control association instead of

allowing control of all parties (extensions) on a call.

When a call leaves the extension domain, event reports for the call over the

domain-control association cease.

Station Domain

A station domain is a valid station as specified in the dialing plan for which

capabilities in the Domain Control subset can be requested. Station domains are

limited to voice stations (including administered extensions without hardware) that

are locally connected to the ECS. It excludes, for example, the following:

■

Data extensions

Attendant console extensions

Announcement extensions

Off-ECS DCS/UDP extensions

Any group-type extensions (hunt groups, ACD split or EAS skill extensions)

VDNs

One station domain maps to a physical set identified by a unique primary

extension number (the number an administrator would give as a parameter in the

display station command to display station display information for the station

set). One station domain encompasses all call appearances at the physical

station set, including all primary, bridged (from other primary extensions), TEG,

and PCOL call appearances at the physical station set.

Split Domain

A split domain is a valid ACD split or EAS skill extension specified on the Hunt

Group form. Only the Agent Logout Event Report, and, starting with G3V4, the

Agent Login Event Report, are provided for this domain. Third Party Call Control

capabilities are not available for this domain.

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ASAI and Domain Control

Domain Control Capabilities

The following capabilities have the same function within Domain Control as they

do in the Call Control Capability Group.

■

Third Party Merge

Third Party Selective Hold

Third Party Reconnect

Redirect Call

Third Party Selective Drop

Third Party Send DTMF

Third Party Single-Step Conference

The following parameters allow the use of these capabilities over the Domain

Control Capability Group.

call_id

A call-id parameter is included in these capabilities for

their use within a Domain Control association. Because a

Domain Control association may control a number of

calls, this parameter selects the call affected. An adjunct

must always specify the call_id when requesting a Call

Control Capability over a domain control association.

The next table summarizes whether a specific Call Control request is or is not

allowed based on the specified party state (bridge with multifunction station set

principal is assumed and no exclusion feature active).

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ASAI and Domain Control

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

Active Held Alerting Idle Dialing Bridged

Domain Control Request

yes

Third Party Auto Dial

yes

Third Party Answer

yes

Third Party Selective Drop

Third Party Selective Hold

Third Party Reconnect

yes

Third Party Merge

(controlling party)

Redirect Call

yes

Third Party Send DTMF

Signals

yes

Third Party Single-Step

Conference

yes

no/yes

yes

Third Party Hold

yes

User active on any call appearance or call

On a call appearance other than the one in the given state

User with at least one idle call appearance

Call appearance selected for call origination

An analog station which is alerting cannot be Single-Step Conferenced. A multi-function

station which is alerting and has an idle call appearance, can be Single-Step conferenced

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ASAI and Domain Control

Third Party Domain (Station) Control

Request

An adjunct uses this capability to receive event reports and control calls at a

specified extension.

Information Flow

The adjunct expects a response to its request.

The ECS returns an acknowledgement to the application after the ECS verifies

that the station number is valid and the maximum number of controllers for the

station has not been reached.

Domain (Station) Control Request Parameters

domain

[mandatory] This parameter identifies a valid local station.

ACK (Positive Acknowledgement) Parameters

The ECS responds to the adjunct’s request with a list of call_ids, the party_id of

the principal’s extension on the call, and the state of the principal’s extension on

the call.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for ending the

association:

■

Invalid association (CS0/81)

The association does not exist.

Invalid number/domain (CS0/28)

An invalid address or extension number is present in the request.

Service or Option Not Available (CS3/63)

The maximum number of Domain Control Requests are in use for the

domain.

■

Switching Equipment Congestion (CS0/42)

The ECS is not accepting the request at this time because of processor

overload. The adjunct or user may wish to retry the request but should not

do so immediately.

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ASAI and Domain Control

Protocol Error (NAK) Cause

The ECS issues the following cause for a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Domain Control request on a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

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ASAI and Domain Control

Third Party Domain Control Request

for ACD Split/EAS Skill Domain

This capability allows the adjunct to receive event reports at a specified domain.

Only two reports are currently available: the Logout Event Report and starting with

G3V4, the Login Event Report. Third Party Call Control capabilities are not

allowed for Third Party Domain Control for the ACD Split/EAS Skill Domain.

Information Flow

The adjunct expects a response to its request.

The ECS returns an acknowledgement to the application after the ECS verifies

that the ACD split or EAS skill is valid.

Domain Control Request for ACD Split/EAS Skill

Domain Parameter

domain

[mandatory] This parameter identifies the ACD split or EAS

skill.

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for ending the

association:

■

Invalid Association (CS0/81)

The association is already in use.

Invalid Number/Domain (CS0/28)

The number contained in the request is an invalid parameter value.

Service or Option Not Available (CS3/63)

The maximum number of Domain Control requests are in use for the

domain.

■

Switching Equipment Congestion (CS0/42)

The ECS is not accepting the request at this time because of processor

overload. The adjunct or user may wish to retry the request but should not

do so immediately.

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ASAI and Domain Control

Protocol Error (NAK) Cause

The ECS issues the following cause for a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The “logout” event is reported for split domain-controlled associations when an

agent logs out of the split. This capability remains in effect for the split domain

until either the adjunct invokes the Third Party Relinquish Control capability, or the

ECS invokes the Third Party Domain Control Ended capability. Call control and

call-related events are not reported with this capability.

Starting with G3V4, the “login” event is reported for split domain-controlled

associations when an agent logs into the split for link version two or higher. It is

provided regardless of how the agent logs in (either manually through FACs or

through ASAI).

Caution should be used when EAS is active on DEFINITY ECS and multiple

Domain Control (split/skill) associations are also active. Each time the agent logs

in or out of the ECS, DEFINITY ECS will generate and send a login or logout

event report for each skill that is controlled. Users should be mindful of this

situation because an agent can have as many as 20 assigned skills.The ECS

processor occupancy and/or ASAI link traffic may be impacted.

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ASAI and Domain Control

Third Party Answer

This capability allows the adjunct to request, on behalf of a station user, that a

ringing, bridged, or held call that is present at a station be “answered.” This is

done by connecting a call by forcing the station off-hook, if the user is on-hook, or

by cutting through the call to the head or handset, if the user is off-hook (listening

to dial tone or being in the off-hook idle state). The effect is as if the station user

selected the call appearance of the alerting, bridged, or held call and went

off-hook.

Information Flow

The adjunct expects a response to its request.

The Third Party Answer request is acknowledged (ACK) by the ECS if the ECS is

able to connect the specified call by either forcing the station off-hook (turning the

speakerphone on) or waiting up to five seconds for the user to become off-hook.

Third Party Answer Parameters

call_id

[mandatory] Indicates the alerting, bridged, or held call that

must be connected at the controlled station.

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for ending the

association:

■

Invalid Association (CS0/81)

The association does not exist.

User Busy (CS0/17)

The station is busy on a call or there are no idle call appearances available.

No User Responding (CS0/18)

The station user did not go off-hook within five seconds and is not capable

of being forced off-hook.

■

Message Not Compatible with Call State (CS0/98)

The specified call at the station is not in the alerting, bridged, held state or

active state.

Resources not available (CS3/40)

The host attempted to add a seventh party to a call with six parties active

(bridging and held cases only).

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ASAI and Domain Control

■

Invalid number/domain (CS0/28)

The call_id contained in the request is invalid.

Mandatory Information Element missing (CS0/96)

A mandatory parameter is missing from the request.

Protocol Error (NAK) Cause

The ECS issues the following cause for a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The Third Party Answer capability can be used to answer a call present at any

station type (for example, analog, DCP, hybrid, and BRI), as long as the station is

domain-controlled. A call that is already connected when the Third Party Answer

request is made results in a positive acknowledgement (ACK).

Multifunction Station Operation

For a multifunction station user, this capability is successful in the following cases:

■

The user is being alerted on-hook and can either be forced off-hook or is

manually taken off-hook within five seconds of the request (the ECS

selects the ringing call appearance).

■

The user is off-hook idle; the ECS selects the alerting call appearance and

answers the call.

The user is off-hook listening to dial tone; the ECS drops the dial tone call

appearance and answers the alerting call on the alerting call appearance.

A held call is answered on the held call appearance, providing the user is not busy

on another call.

A bridged call is answered on the bridged call appearance, providing the user is

not busy on another call, or the exclusion feature is not active for the call.

An Automatic Callback (ACB), PCOL, or TEG call is answered on a free call

appearance, providing the user is not busy on another call.

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ASAI and Domain Control

A multifunction station user can also have other call appearances with alerting,

bridged, or held calls while requesting the Third Party Answer capability on a call.

If the station is active on a call (talking), listening to reorder/intercept tone, or does

not have an idle call appearance (for ACB, ICOM, PCOL, or TEG calls) at the time

the Third Party Answer capability is requested, the request is denied.

Analog Station Operation

For an analog station user, this capability is successful only under the following

circumstances:

■

The user is being alerted on-hook (and is manually taken off-hook within

five seconds).

The user is off-hook idle (or listening to dial tone) with a call waiting; the

ECS drops the dial tone (if any) and answers the call waiting call.

The user is off-hook idle (or listening to dial tone) with a held call (soft or

hard); the ECS drops the dial tone (if any) and answers the specified held

call (there could be two held calls at the set, one soft-held and one

hard-held).

An analog set may only have one or two held calls when invoking the Third Party

Answer capability on a call. If there are two held calls, one is soft-held, the other

hard-held. Third Party Answer of any held call (in the absence of another held call

and with an off-hook station) resets the switch-hook flash counter to zero, as if the

user had manually gone on-hook and answered the alerting/held call. Third Party

Answer of a hard-held call (in the presence of another, soft held call, and with an

off-hook station), leaves the switch-hook flash counter unchanged. Thus, the user

may use subsequent switch-hook flashes to effect a conference operation

between the previously soft-held call and the active call (reconnected from

hard-hold). Third Party Answer of a hard-held call in the presence of another

soft-held call and with the station on-hook is denied. This is consistent with

manual operation because when the user goes on-hook with two held calls, one

soft- and one hard-held, the user is re-alerted and goes off-hook, and the soft-held

call is retrieved.

If the station is active on a call (talking) or listening to reorder/intercept tone at the

time the Third Party Answer capability is requested, the request is denied (CS0/17

— User Busy).

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ASAI and Domain Control

Third Party Selective Hold

The adjunct uses this capability to place a controlled extension on hold. The effect

is as if the specified party depressed the hold button on his or her terminal to

locally place the call on hold. For analog sets (phones) with only one call active,

selective hold places the call on conference hold (the same as if the switch-hook

was flashed once). For analog sets which already have a held call, this request

places the active call on hard hold.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Places the call on hold and sends the adjunct an acknowledgement, or

— Denies the request (see causes below)

Third Party Selective Hold Parameter

call_id

[mandatory] Identifies the call to be placed on hold

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for ending the

association:

■

Invalid association (CS0/81)

The association does not exist.

Invalid number/domain (CS0/28)

The number contained in the request is an invalid call_id value.

Invalid state (CS0/98)

The call is not in the talking state in order to be put on hold.

Mandatory IE missing (CS0/96)

The required call_id is missing in this request.

Invalid information element contents (CS0/100)

The party_id or call_id value of the request is invalid (for example, the party

is alerting).

■

User Busy (CS0/17)

The user is busy with another ASAI request.

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ASAI and Domain Control

■

Invalid call type (CS3/43)

The call cannot be held due to the type of call (for example, emergency,

wakeup, or service observed).

Protocol Error (NAK) Cause

The ECS issues the following cause for a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The adjunct must know the call_id before placing the extension on hold.

If the call is already on hold at the controlled station, when the ECS receives the

request, a positive acknowledgement (ACK) is returned. See ‘‘Third Party

Reconnect’’ in Chapter 4 for additional “Considerations.”

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ASAI and Domain Control

Third Party Reconnect

The adjunct uses this controlling capability to reconnect a held call to a station.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Reconnects the call after validating the parameters, or

— Denies the request if the call_id parameter is incorrect

Third Party Reconnect Parameters

call_id

[mandatory] Identifies the call to be reconnected

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for ending the

association:

■

Invalid association (CS0/81)

The association does not exist.

Invalid number/domain (CS0/28)

The call_id is incorrect or invalid.

Invalid state (CS0/98)

The call is not currently in the hold state so it cannot be reconnected.

Mandatory Information Element missing (CS0/96)

The call_id is missing in the request.

Resources not available (CS3/43)

The call cannot be reconnected due to too many parties on the call or other

ECS-specific resource problems.

■

No User Responding (CS0/18)

The party was on-hook when the request was made and it did not go

off-hook within five seconds (call remains held).

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ASAI and Domain Control

Protocol Error (NAK) Cause

The ECS issues the following cause for a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The adjunct uses previously acquired call_id information about the call to release

it from the held state. The call must have been placed on (hard or soft) hold from

the station set or via the adjunct.

If the party is already reconnected on the specified call when the ECS receives

the request, an ACK is returned.

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ASAI and Domain Control

Redirect Call

The adjunct uses this capability to re-route a call that is already alerting a station

extension.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Redirects the call and drops the alerting party after validating the

parameters, or

— Denies the request and maintains the alerting party

Domain Control Redirect Call Parameters

call_id

[mandatory] The call_id of the call to be redirected

redirected-to

-number

[mandatory] Identifies the number the call is routed to (may

be on or off-ECS). If more than 24 digits are provided, only

the first 24 are used.

ACK (Positive Acknowledgement) Parameters

An acknowledgment is sent to the adjunct if the request is successfully completed

and the call stops alerting the redirecting station.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for denying the

request:

■

Request is for release prior to G3V4 (CS0/111)

This service is only available beginning with release G3V4.

Mandatory Information Element missing (CS0/96)

The redirected-to number or other IE is missing in the request.

Invalid CRV (CS0/81)

The Call Reference Value is missing or invalid.

Invalid destination (CS3/43)

Invalid destinations include the following: empty (0 digits), unassigned

extension (invalid dial plan numbers), incomplete number of digits for

AAR/ARS pattern, or non-AAR/ARS FAC.

■

Redirected-to Station Busy, or Terminating Extension Group (TEG) has

one or more members busy (CS0/17)

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ASAI and Domain Control

■

Miscellaneous Restrictions (CS3/42)

— The redirected-to number cannot be the same as the originating

number or the redirecting number.

— The call is redirecting on the first leg of a switch-classified call.

Miscellaneous Restrictions (CS3/43)

— The redirected-to number is a Remote Access Extension, or the

COR check fails.

— The redirecting station is origination-restricted.

Miscellaneous Restrictions (CS3/63)

— The redirecting number is not a station extension, the call_id does

not exist, or the call is not in the alerting state or is redirecting while

in vector processing.

— Calls that result in intercept treatment will not be allowed to redirect

even if normally such calls would be sent to an attendant.

Protocol Error (NAK) Causes

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

With this service, when a call is routed to a new number, if the new number is a

station on the ECS, it begins alerting (if available to receive the call) and the

originally-alerted call is dropped. At this point, this alerting call is eligible to be

redirected again. If the new (redirected-to) number is off-premises, the call is

routed there and the caller hears call progress tones. In this case, the call may not

be redirected again.

For both on and off-switch redirection, the ECS will not drop the redirecting party

until success is assured. It is at this point that the positive acknowledgement is

sent. If the ECS cannot redirect the call, NAK is provided and the alerting call will

not be affected.

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ASAI and Domain Control

There is a special case where an adjunct can receive a positive acknowledgment,

but the redirect may fail. For example, if the call is redirected to an off-premises

number and the network trunk is seized, the ECS considers this successful

redirection and drops the redirecting party. The caller may hear any

network-provided call progress tones.

Party_ids may be re-used if the call is redirected more than once.

An application using this feature should consider the timing for redirecting a call,

particularly when redirecting away from a display user. If a display station user

gets an incoming call and the application redirects it immediately, the station user

may not have enough time to read the display (the incoming call information)

before it is cleared by the application.

Since it is not possible to redirect busy calls, if possible an application should

check whether the call had resulted in a busy condition before attempting to

redirect it. This may be done if the application receives the appropriate call

progress events from the ECS (such as “busy,” “reorder/denial,” or “connected”).

ASAI Redirect Call allows an incoming trunk call to be redirected to an outgoing

trunk call even when trunk-to-trunk transfer is disallowed.

The call state may change between the Alerting event and the service request for

redirection. An application should therefore expect certain NAKs and handle them

appropriately.

If a call alerts to a principal station A, as well as to station B as a bridged

appearance of A, then a call cannot be redirected from station A to a primary

appearance on station B using the Redirect Call Feature.

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ASAI and Domain Control

Third Party Merge

The adjunct requests that two calls (already existing at the domain-controlled

station) be merged.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Validates the parameters, sends an acknowledgement to the adjunct, and

merges the two calls, or

— Denies the request if the parameters are invalid

Third Party Merge Parameters

common_

[ignored] Identifies the common endpoint with regard to the

party_id

merged call. This endpoint must have one call on hold and

one active (talking) state call.

call_id

[mandatory] The held call_id to be merged with the active

call.

call_id2

[mandatory] The active call_id to be merged with the held

call.

conf/trans_

flag

[mandatory] The conf/trans_flag must be PRESENT. If set to

TRANSFER, the call transfers and the controlled station is

dropped from the call. The transfer operation merges the two

existing calls and drops the controlled station from the call.

An acknowledgement is sent to the controlling adjunct (with

party/extension information) when the transfer function is

successful.

If the conf/trans_flag is CONF, the call conferences. The

controlled station is retained in the resultant call.

ACK (Positive Acknowledgement) Parameters

An acknowledgement is sent with a call identifier for the merged call (call_id), and

also, if present, with a UCID (Universal Call ID), a list of up to six party identifiers

for the parties on the call (party_id), and a list of up to six extensions of the parties

on the call to the controlling adjunct when the conference is complete.

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ASAI and Domain Control

result_call_

[mandatory] The call_id after the call is merged (provided by

the ECS)

party_id

[mandatory] The list of party_ids for the merged call provided

by the ECS

connected

number

[mandatory] The list of extensions for the parties on the call

old party_id

A list of party ids 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 the conference to

the party ids after the conference.

UCID

(Universal

Call ID)

Starting with Release 6, UCID is included only if it exists in

the DEFINITY ECS and the “Send UCID to ASAI” field is

administered to ‘y’. It is a unique tag assigned to each ECS

call.

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

Parameters form.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for ending the

association:

■

Invalid number/domain (CS0/28)

The controlling party has not been specified correctly.

■

Message not compatible with call state (CS0/98)

The common party is not in a valid state for the operation (merge) to take

place. For example, the common party does not have one call active

(talking) and one call in the held state.

■

Invalid information element contents (CS0/100)

The party_id value of the request is invalid.

■

Mandatory information element missing (CS0/96)

Resources not available (CS3/40)

The host attempted to add a seventh party to a call with six parties active

(bridging and held cases only).

■

Reorder/Denial (CS3/42)

Both calls are alerting, or both calls are being service observed, or an

active call is in a vector processing stage.

Protocol Error (NAK) Causes

The ECS issues the following causes for returning a protocol processing error.

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ASAI and Domain Control

■

Invalid association (CS0/81)

The association does not exist.

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The Third Party Merge capability may also be used by the adjunct to transfer to

the supervisor. A sample scenario is presented below. Note that this is not the

only way in which to effect a transfer to the supervisor.

An ACD agent handling the transfer may request (via data keyboard) that the call

be transferred to the supervisor. The adjunct:

1. Places the existing call on hold

2. Issues a Third Party Make Call capability (with the “supervisor-assist”

option) to the supervisor’s extension

3. When the supervisor is either alerted or answers, the adjunct may merge

the supervisor call and the previously held call using the Third Party Merge

capability. (This capability is requested on the same association with the

held call.)

Since this was a transfer request, the conf/trans_flag parameter is set to

TRANSFER and the ECS drops the ACD agent from the connection after the

merge takes place.

If the ACD agent requested a supervisor conference, the same procedure would

have taken place but the conf/trans_flag would have been set to CONFERENCE.

The ECS does not drop the ACD agent from the resulting connection, and a

three-party call is created.

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ASAI and Domain Control

Third Party Selective Drop

The adjunct uses this controlling capability to drop a controlled extension from a

call.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Drops the party once it has validated the parameters, or

— Denies the request if it could not execute the disconnect operation or if the

call_id specified does not exist (invalid parameter).

Third Party Selective Drop Parameters

call_id

[mandatory] Identifies the call to be disconnected

uui_info

[optional] If an ASAI adjunct provides UUI in a 3rd Party

Selective Drop, then the ECS stores that UUI with the call.

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Causes

The ECS issues one of the following reasons as the cause for ending the

association:

■

Mandatory information element missing (CS0/96)

The call_id is missing from the request.

Invalid association (CS0/81)

The association does not exist.

Message not compatible with call state (CS0/98)

The call is not currently active or in a hold state and therefore cannot be

dropped.

■

Invalid information element contents (CS0/100)

The call_id value is invalid (for example, it is alerting).

Invalid Information Element contents (CS0/100)

The UUI IE is longer than 32 bytes.

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ASAI and Domain Control

Protocol Error (NAK) Cause

The ECS issues the following cause for a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

The capability may not be used to drop a party in the alerting or held state from a

two-party or a multi-party call.

On a Domain Control association, only the Domain-Controlled extension can be

dropped, not other parties as with the Third Party Selective Drop capability of the

Call Control capability group (see Chapter 4, ‘‘ASAI and Call Control’’).

If a call has User to User Information (UUI) that came from an ISDN

DISCONNECT message or in a Third Party Drop Request stored with it, and a

party drops from the call and a Drop Event Report is sent, then the UUI is included

in the report. The UUI passed in this request is only reported with other Drop

Event Reports for the same call.

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ASAI and Domain Control

Third Party Auto Dial

An adjunct uses this capability to set up a two-party call between the

domain-controlled station and an internal or external destination. This capability

can only be requested by an application having an active domain-control

association.

Starting with Release 6, AWOH (Administration Without Hardware) stations can

be the originators of the calls or domain control associations. This call is referred

to as a Phantom Call. Stations AWOH used for Phantom Calls can be either

analog or DCP. Hunt groups cannot be the originators on domain control

associations, therefore, Third Party Auto Dial requests cannot be used for

Phantom Calls with hunt group originators.

WARNING:

Do not place Phantom Calls over trunks which do not provide disconnect

supervision. These calls will be denied.

It is advisable to use only those trunks which provide answer supervision;

otherwise the DEFINITY ECS feature “Answer Supervision by Call

Classifier” should be used to ensure that if the call is answered, the

application is informed and can take action to disconnect the call, if needed.

It is up to the application to tear down calls that do not result in answer.

Otherwise, these calls will remain connected and the resources will be tied

forever.

Since Phantom Calls can be directed anywhere, it is up to the customer to

configure the application and the DEFINITY ECS in such a way that the

vector commands executed for such calls make sense.

During a warm start the calls may stay up, but the ASAI link may come

down. When the link is down, all the associations are cleared and the

application can no longer control these calls. Applications must take control

of all the Phantom Calls about which they knew before the link came down

and ensure that these calls are properly handled or finally cleared.

Alternatively, the application could query for the calls on each station AWOH

which that application uses to place Phantom Calls.

The customers should be careful when mixing voice call traffic with Phantom

Call traffic in a queue.The call handling times should be considered and if

Phantom Calls are expected to remain in queue much longer than voice

calls, they could impact the delivery of the voice calls and cause misleading

measurements.

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ASAI and Domain Control

Information Flow

The adjunct expects an acknowledgement to its request only if the return_ack has

been set to yes.

Starting with Release 6, if the UCID (Universal Call ID) is present, it is included in

the acknowledgment if administered to be sent. An application that wishes to

make use of the UCID should request an acknowledgment since the UCID is not

included in every event report.

Third Party Auto Dial Parameters

dest_addr

[mandatory] This parameter specifies a valid on-ECS

extension (station extension, VDN, ACD split, hunt group,

announcement extension), or off-ECS number. May

optionally contain the ARS/AAR if not present in the dest_

route_select.

dest_route_

select

This parameter contains the Trunk Access Code

(TAC)/ARS/AAR information for off-ECS numbers.

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

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ASAI and Domain Control

return_ack

This parameter enables the ECS to acknowledge the request

made by the adjunct. It can be set to “yes” for

acknowledgement or “no” for no acknowledgement. The

default is “no.”

priority_

calling

[optional] If present, a priority call is placed if the destination

is a local extension. If the priority flag is specified for an

off-ECS destination, the call is denied. The default is

non-priority.

uui_info

[optional] If an ASAI adjunct provides UUI in a Third Party

Auto Dial, then the ECS stores that UUI with the call.

UUI from an Auto Dial Call will be sent in any ISDN SETUP

message for the call, in the Alerting and Call Offered Event

Reports, and in a Route Request, if one is made.

The UUI IE sent over an ISDN trunk can contain more data

than the UUI IE sent to ASAI. This happens when the ISDN

trunk group is administered with supplementary service

protocol other than B and the UUI IE Treatment is set to

“shared”. The UUI for ASAI is packed within the shared UUI

before it is sent over an ISDN trunk, and is unpacked at the

other end.

This is transparent to the ASAI adjuncts, with two exceptions:

1. If the maximum size UUI allowed on the ISDN trunk is

exceeded, then the lower priority data items will be

dropped. Whether or not this means that ASAI UUI is

dropped depends on the priorities of the data items.

These priorities are administered on each trunk group

form. Each item stored in shared UUI uses 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

the ASAI application, without change.

For more information, see the Section, ‘‘Integrated Services

Digital Network (ISDN),’’ in Chapter 12, ‘‘ASAI and Feature

Interactions.’’

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ASAI and Domain Control

ACK (Positive Acknowledgement) Parameters

If the return_ack was present in the adjunct’s request, the ECS will return an ACK

containing the following:

party_id

call_id

UCID

The party identifier of originator

The call identifier of the resulting call

If present, the Universal Call ID of the resulting call

If the return_ack is not present, no ACK is returned.

Denial (NAK) Causes

None for this capability.

Protocol Error (NAK) Cause

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

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ASAI and Domain Control

Third Party Relinquish Control

The adjunct uses this terminating capability to end a Domain Control association.

The ECS continues to process all calls at the domain-controlled station or split or

EAS skill normally. Calls present at the domain-controlled station or split or EAS

skill are not affected by this capability.

Information Flow

The adjunct expects a response to its request.

The ECS always ends a domain control association and acknowledges the

request.

Issuing this capability terminates the Domain Control association. Thus, all event

reporting on the association ends.

This capability may be issued any time.

Third Party Relinquish Control Parameters

None for this capability.

ACK (Positive Acknowledgement) Parameters

No parameters are contained in the acknowledgement for this capability.

Denial (NAK) Cause

None for this capability.

Protocol Error (NAK) Cause

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking a Third Party

Domain Control Request over a Call Control association is inconsistent.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

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ASAI and Domain Control

Considerations

Ending one Domain Control association does not affect the other active

associations that may be controlling an extension, or the state of any calls at that

extension.

This capability does not disconnect the domain-controlled station or any other

station from any call.

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ASAI and Domain Control

Third Party Send DTMF Signals

The adjunct uses this controlling capability to transmit a sequence of DTMF tones

on behalf of a domain-controlled party on the call.

Information Flow

The adjunct expects a response to its request.

The ECS either:

— Transmits the tones on the call after it has validated the parameters, or

— Denies the request if it is unable to service it

Third Party Send DTMF Signals Parameters

call_id

[mandatory] Identifies the call at the specified domain

(station) for which DTMF signals are to be sent.

rx_party_id

[optional] If present, this parameter is ignored. A list of 1 to 5

parties who will receive the DTMF signals. If this list is null,

then all parties on the call receive the DTMF signals if

otherwise eligible (that is, if they are connected via ports that

support end-to-end signaling). Currently not supported

(ignored) by DEFINITY ECS.

char_seq

tone_dur

[mandatory] Identifies the DTMF character sequence to be

generated (maximum 32).

[optional] Specifies in .01 second increments, the duration of

each tone. The default duration is .35 seconds (350

milliseconds). Valid range of values accepted by the ECS for

this parameter is from 6 to 35 seconds (0.6 to 0.35 seconds).

pause_dur

[optional] Specifies in .01 second increments, the duration of

the pause in between tones. The default duration is .10

seconds (100 milliseconds). Valid range of values accepted

by the ECS for this parameter is from 4 to 10 seconds (0.6 to

0.10 seconds).

ACK (Positive Acknowledgement) Parameters

An acknowledgement is sent when it is determined that the DTMF digits could be

transmitted, not when done transmitting.

No parameters are contained in the acknowledgement for this capability.

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ASAI and Domain Control

Denial (NAK) Cause

The ECS issues the following reasons as the cause for denying the request and

ending the association:

■

Mandatory Information Element missing (CS0/96)

The char_seq is missing from the request. A denial may be sent if another

parameter is missing as well.

Invalid number/domain (CS0/28)

Party_id is out of range or is a party on whose behalf ASAI cannot send

DTMF tones (that is, a party other than a station or a trunk). Or, call_id is

out of range.

■

Invalid association (CS0/81)

The request is supported only over call control and domain control

associations. An attempt has been made to request this service over

another type of association.

Invalid Information Element contents (CS0/100)

A value of an IE is outside the range specified, or a character sequence

with a length of 0 or invalid characters has been supplied.

■

Service or Option Not Available (CS3/63)

The provided call ID does not exist.

Message Not Compatible with Call State (CS0/98)

DTMF signals can be generated only for active calls on which no other

signaling tones are present. Also, the call must not be in vector processing

or in a non-active state. The ECS has detected that local, audible signals,

including (ECS) dial tone, busy tone, ringback tone, intercept tone, or

Music-on-Hold/Delay are currently being received. Or, the ECS capacity for

simultaneous sending of DTMF digits is full (on a simultaneous basis, the

ECS can only send DTMF digits on a maximum of 16 calls for R6si and a

maximum of 32 calls for R6r). Also, if a call is being service observed.

■

Reorder/Denial (CS3/42)

A request to send DTMF on a conferenced call with more than five parties

is denied.

Incompatible Call Options (CS3/80)

The tone duration is present but the pause duration is not present, or the

pause duration is present but the tone duration is not present.

Protocol Error (NAK) Cause

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association is inconsistent.

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ASAI and Domain Control

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

Considerations

■

DTMF signals may be sent to any extension type on the call or trunk.

If a character sequence with a length greater than 32 is supplied, only the

first 32 characters in the sequence will be accepted (the remaining

characters will be ignored).

■

The ECS does not provide any signal to the adjunct when transmission has

completed.

If using the default timing, each digit sent will require 350 ms. Interdigit

timing is 100 ms.

While DTMF signals are being transmitted, all parties on the call will be

disconnected from the talk path.

If a party drops from the call while tones are being sent and others remain

on the call, signals will continue to be sent to the remaining parties.

Tones originating from the ECS will not be listen-disconnected; for

example, Send DTMF tones (generated through ASAI) would still be heard

by the disconnected listener.

■

Send DTMF may not be invoked on a call already receiving any other type

of DEFINITY ECS-generated tone.

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ASAI and Domain Control

Third Party Single-Step Conference

Starting with Release 6, this capability allows the adjunct to add a domain

controlled device into an existing call. This is accomplished with a single request

without the need for a domain-controlled device to be previously connected into

the call. Up to the maximum allowed number of parties (as per administration),

can be added to a call by using Single-Step Conference. The party to be

Single-Step Conferenced may be added as a listen-talk (full-visibility) participant,

or as a listen only (no visibility), participant.

The mixing of visibility options is not recommended for subsequent Single-Step

Conference requests into the same call. Regardless of visibility, displays are not

updated as a result of a Single-Step Conference operation. However, when one

party drops, the displays will be updated to reflect the actual remaining count. This

may result in the display update showing a count that includes a party that was

added with no visibility. However, the behavior of the station displays is expected

to change in a future release.

No system tones will be provided as a result of the Single-Step Conference

operation.

This feature may be used instead of, or in addition to Service Observing. There

are no tones provided on the call during or after a party is added via Single-Step

Conference. If tones are needed, applications may use the “Send DTMF” ASAI

capability after adding a device into a call.

This capability generates Connected Event Reports instead of Conferenced Event

Reports. Two new cause values within the Connected Event Report indicate that a

new party was added to the call by using Single-Step Conference either with full

visibility (CS3/9) or no visibility (CS3/8).

Information Flow

The adjunct expects a response to its requests. An acknowledgement is sent to

the controlling adjunct if the request is successful. As part of the

acknowledgement, a party_id list and an extension list of all the parties on the call,

are provided.

If the request is unsuccessful, the DEFINITY ECS denies the request and sends

the adjunct an appropriate cause value.

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ASAI and Domain Control

Third Party Single-Step Conference Parameters

call id

[mandatory] The call to which the domain-controlled

station will be added.

call options

[optional] The following call options are supported.

■ Visibility [optional] — The newly added party with

“full visibility” option will have listening and talking

paths. With “no visibility”, only listening path will be

provided for the newly added party.

■ Alert-Order [optional] — Not used, defaults to “add

party without alerting”.

NOTE:

If a call is in vector processing at the time the

Single-Step Conference request is received, a

request with ‘full visibility’ option will be denied.

ACK (positive acknowledgement) Parameters

The DEFINITY ECS responds with a list of up to six party identifiers (party_id) for

the parties on the call and a list of up to six extensions of the parties on the call.

party_id list

Provided by the DEFINITY ECS and sent to the adjunct in

the capability’s acknowledgment. The party_id list contains

the party_id for every party on the call. Each party identifier

corresponds to an entry in the extension list.

extension

list

Specifies the extension address of each party on the call.

Addresses of every local party on the call are provided for

alerting, connected, or queued parties. The address for

queued parties is the split extension of the queue. The

default trunk extension (#####) is provided for remote

parties.

call_id

The call_id in the request.

UCID

(Universal

Call ID)

The UCID is included in the acknowledgment only if it exists

and the “Send UCID to ASAI” field is administered to ‘y’. It is

a unique tag assigned to each ECS call.

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

Parameters form.

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ASAI and Domain Control

Denial (NAK) Causes

■

Invalid association (CS0/81) — The association does not exist.

Invalid number (CS0/28) — The specified call_id is within the allowable

range but currently not active in the ECS.

■

Mandatory IE missing (CS0/96) — A required parameter is missing in the

request.

Invalid IE contents (CS0/100) — The call_id is outside the allowable range

for the DEFINITY ECS or the call option IE value is other than ‘Alert Order’

or ‘visibility’.

■

No user responding (CS0/18) — The station to be added does not go

off-hook within 5 seconds or cannot be forced off-hook.

Message not compatible with call state (CS0/98) — A Single-Step

Conference is received with full visibility option when the call is in vector

processing. This also happens if the call to which a party is to be added, is

not in the proper state (for example, parked), or receiving the dial tone.

Additionally, Single-Step Conference cannot be invoked, when the call is in

the process of being classified by the ECS.

■

User busy (CS0/17) — The party to be added is busy on another call, has

dial tone, or is in the process of dialing a call.

Reorder/Denial (CS3/42). Maximum number of parties allowed on a call

has been reached. Also sent, if a request is made to Single-Step

Conference to add a device onto a call and the device is already on the

call.

■

COR check fail (CS3/43) — The COR checks for the call and the added

party fail.

Bearer capability not available (CS0/58) — The call has conference

restrictions due to data-related features, for example, data restriction, data

privacy, and manual exclusion.

Protocol Error (NAK)Causes

The ECS issues the following cause for generating a protocol processing error:

■

Protocol error (CS0/111)

The Q.932 protocol has been violated or the capability invoked is not

consistent with this association. For example, invoking the Third Party

Make Call capability on a Domain Control association.

NOTE:

For more information regarding protocol errors and a complete list of

reason codes (cause values), see the DEFINITY Enterprise

Communications Server CallVisor ASAI Protocol Reference,

555-230-221.

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