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telephony services for the avaya definity g3

1. divided by the number of contacts handled Average talk time per contact Total talk time divided by the number of contacts handled Since the switch reports talk time from its own perspective talk time includes the period in which a contact is on hold to exclude time on hold talk time should first be reduced by the following voice X holdtime Y for all Ys in the container divided by the number of contacts handled Average talk time per agent Similar to calculation for average talk time per contact except this one is specific to each TS container end point item voice X loginid grouped by login ID Data can be derived from the ADU by dividing total agent talk time by the number of agents Average wrap up time Raw data is in the ADU itself Every agent has an ADU after a successful voice assign After hanging up a call the agent transitions to a wrap up state and the time of this transition is recorded in the agent s ADU The time of the agent s next state transition is also recorded in the ADU So wrap up time is the period between these two transition times The average therefore is derived by dividing the total wrap up time for all calls by the total number of calls TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Data Recorded Average answer time Calculation Total ring time for the number of contacts offered divided by the number of contacts Average time before abandoning a call Raw data is derived
2. Agent mode can be busy wrapup autoready ready or null Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP FAILURE Request has failed possible internal protocol problems Example Status Vesp Request TS GetPhoneInfo callback user data session values n TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS GetQueuelnfo Syntax ORBStatus GetQueueInfo in string queue in string selection out SeqCouple info Description Returns switch specific information about the queue Parameters Value Description queue Name of the queue to retrieve information about selection Not used but must be supplied as an empty string info A sequence of couples containing the specified information Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP FAILURE Request has failed possible internal protocol problems Example status Vesp Request TS GetQueueInfo callback user data queue values TS HangupVDU Syntax ORBStatus HangupVDU in VDU ID vduid Chapter 5 Interface Definition Language IDL 65 Description This function hangs up the voice portion of a call The eDU remains active for any NM call wrap up activities required by the application SO amp Note To have an agent move to a wrap up state after hanging up a call do not program the switch so that the
3. Data Type integer Unit seconds Min Max Value NA Default Value 32 Description Allows you to override the default time session associated with a DS request Link Failure Type integer asai_link_failures Default zero Allowable Settings 0 1 2 3 50 Description This number represents that number of failed reads and writes the TS will process from the switch row before shutting down If this number is set to zero the TS will use its default settings which is to wait for 2 failed heartbeats before shutting down Transfer Type Type Boolean wait_for_event Default TRUE Allowable Settings TRUE FALSE Description When wait_for_event is set to TRUE the TS will wait for an event before completing a transfer When wait for event is set to FALSE the TS will not wait for an event before completing a transfer it will wait for the number of milliseconds defined by merge call wait time and then complete the transfer Transfer Wait Time Type integer merge call wait time Default zero Allowable Settings 0 1 2 3 50 Description The parameter wait for event must be set to FALSE in order for this parameter to be used The value of this parameter is the number of milliseconds the TS will wait before completing a transfer The maximum value that is allowed is 50 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Agent Configuration The following agent configuration parameters are set wi
4. TS GetQueueInfo 64 TS HangupVDU 64 TS Hold 87 TS HoldReconnect 87 TS HoldReconnectVDU 65 TS HoldVDU 66 TS IncomingCall 88 TS Login 67 TS Logout 68 TS LogoutWithReason 69 TS MakeCallSetVDUTS MakeCallVDU 70 TS MakePredictiveCallSetVDU 72 TS MakePredictiveCallVDU 72 TS Queued 89 TS Ready 72 TS ReadyAuto 73 TS Ring 90 TS Route 73 TS RouteWithInfo 74 TS SendDTMFtonesVDU 76 TS ServerFailed 90 TS SessionFailed 90 TS Transfer 91 TS TransferCancelVDU 76 TS TransferCompleteVDU 77 TS TransferInitVDU 78 TS TransferVDU 80 TS WrapUp 81 Vector Directory Numbers 5 defining 38 vectors defining 38 W WAN environment TS in 20
5. This chapter lists and describes the alarms generated by the Telephony Server For each alarm a cause and recommended remedial action are given List of Alarms Cause Recommended Alarm Name Priority Description ene Abort_Association high PBX has aborted a device Note alarm details turn on monitor for a TS assigned client tracing to gather more information Bad_Argument info low TS method detecteda parameter Varies with the reported problem parameter Bad_Configuration info TS detected problem with a Change value and restart the TS configuration value Bad_Request high A response from the PBX Server or PBX could be getting arrived after client request has timed out or client has logged out overloaded or increase timeout configuration value for aging open client requests 94 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Cause Recommended Alarm Name Priority Description Bad Response high PBX sent a response that TS Server or PBX could be getting could not recognize or the overloaded or ASAI link is client request did not match the having problems type of the PBX response DirLoadFail high Could not load local tables from Check the Directory Server Directory Server DirUpDateFail high Could not update local tables Check the Directory Server from Directory Server Duplicate_Element high 2 call entries were found where Save logfiles report to Quintus only one was expect
6. Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_SESSION Session is invalid VESP_BUSY Destination was busy VESP_FAILURE Request has failed possible internal protocol problems VESP_ILLEGAL_STATE State of the phone is not compatible with operation Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS TransferInitVDU callback user data session vduid 5000 EJ TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS TransfervVDU Syntax Description Parameters Returns Exceptions ORBStatus TransferVDU in VDU ID vduid in string dest This function transfers a call and its eDU to a destination The second party the party being transferred is momentarily placed on hold and the destination receives an incoming call event This is a blind transfer If successful this function places the third party on the eDU s list of interested parties Refer to Adding a Client to an eDU s List of Interested Parties on page 50 for more information Value Description vduid eDUID of the call to be routed dest Destination of the call Can be one of the following extension number The call is made to the specified number name A logical phone number or a login ID which could represent a user or a queue The name is looked up in the eContact Telephony Directory If the telephone number field associated with the name contain
7. hunt groups Grp Grp Grp Que No Cov Notif Dom Message No Ext Name Typ MEAS Vec MCH Siz Mem Path Ctg Adj Ctrl Center 1 24301 Skill 1 ucd y N SK none 5 0 2 24302 Skill 2 ucd y N SK none 5 0 n n 16 24316 Skill 16 ucd y N SK none 5 49 n n 17 24317 Skill 17 ucd y N SK none 5 0 n n Summary of Adjunct Routing Requirements The following summarizes the items that must be configured for adjunct routing to take place Stations phones connected and configured ASAI Link or ASAI LAN gateway configured to a station ID 2 Network DNIS mapped to a VDN on the switch 3 VDN assigned to a vector number 4 Vector script performing adjunct route to the ASAI station ID 42 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Agent logins defined with associated skills Skill queues or hunt groups defined to route calls from eContact Telephony In the definition of the station link event minimization must be set to N O a To allow calls to be sent to an agentid the Direct Agent Calling parameter of the Class of Restriction for both the sending and receiving parties i e the Agent ID and the incoming VDN must be set to Y If not set to Y the call could be delivered to the agent as a direct call rather than an ACD call Ey amp Note An agent s profile can be set to either Auto In mode or Manual In mode This setting affects VTel s ability to control the agent s availability Refer to the
8. 1 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 CHAPTER 2 TRACKING CALL AND AGENT DATA The Telephony Server TS automatically tracks two types of call data the names of interested clients and call end point information In addition the TS tracks various types of agent activity for reporting purposes How Call Information is Tracked eContact Telephony stores all information related to a telephone call in a call detail record known as an eContact Data Unit eDU eDUs are maintained by the eDU Server The TS ensures that the eDU follows its call as the call moves through the system This prevents customers from having to repeat their name and other information and eliminates redundant database queries eDU information can be organized into call containers A call container is a grouping of values under a common name Call containers are hierarchical structures of data within an eDU For more information about eDUs and call containers see the eDU Server Programmer s Guide TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 The various parties involved in a call such as agents callers and VRUs are referred to as end points Each time a call is connected to a new party information is stored about the new end point To manage this the TS creates a container for each end point All eDU data relating to call end points events and name value pairs are stored in call containers The first end point of a call is named voice 1 th
9. 46 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 CHAPTER 5 INTERFACE DEFINITION LANGUAGE IDL This chapter contains the IDL for the Telephony Server a list of all methods and a description of each method IDL interface TS General ORBStatus AnswerVDU in VDU_ID vduid ORBStatus Assign in string criteria ORBStatus Busy ORBStatus BusyTerminate ORBStatus BusyWithReason in string reasoncode ORBStatus ConferenceCancelVDU in VDU ID vduid ORBStatus ConferenceCompleteVDU in VDU ID vduid ORBStatus ConferenceInitVDU in VDU ID vduid in string dest ORBStatus DropVDU in VDU ID vduid in string dest ORBStatus FindVduFromAni in string ANI in SeqString WantVDUData out VDU ID VDU ID out SeqCouple VDUData void Command in string command in string optl in string opt2 ORBStatus GetPBXTime out string time ORBStatus GetPhoneInfo in string selection out SeqCouple info ORBStatus GetQueueInfo in string queue in string selection out SeqCouple info n0 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 ORBStatus HangupVDU in VDU ID vduid ORBStatus HoldReconnectVDU in VDU ID vduid ORBStatus HoldVDU in VDU ID vduid ORBStatus Login in string login in string password in string queue in string ext ORBStatus Logout in string queue in string ext ORBStatus LogoutWithReason in string queue in string ext in string reasoncode ORBStatus MakeCallSe
10. Each step is explained more fully in the following sections l 2 ao a A Incoming call is identified by Dialed Number Identification Service DNIS DNIS is mapped to a Vector Directory Number VDN VDN identifies the vector to be executed Vector identifies the ASAI link to which the call is to be routed Vector executes an adjunct route on the ASAI link and waits for a return eContact Telephony responds with a route request TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 The following sections trace a call from its arrival at the switch to its eventual transfer to an agent Note The interaction of eContact Telephony and the Avaya Definity G3 switch can be affected by many switch parameter settings that are not described in this chapter For example when configuring for outbound dialing you may have to set the Answer Supervision by Call Class parameter to Y Refer to your Avaya Definity G3 documentation for a complete description of switch parameters Defining Vector Directory Numbers VDNs When a call arrives at the switch the DNIS Dialed Number Identification Service is converted to a Vector Directory Number VDN The VDN table associates each VDN with a vector script to be executed when a call arrives on that VDN The following illustrates a VDN table In this example a call arriving on VDN 26001 would cause Vector 1 to be executed Allow VDN Vec Orig Event Skills Ext Name Override COR TN Num Meas An
11. QFlow Designer WebCenter WebCenter WRU WebACD ComHub WebCenter Email Response DataWake Defining Web Based Customer Interaction Real Time Enterprise and DEFINITY One are trademarks of Avaya Inc Portions of the Quintus eContact Suite include technology used under license as listed below and are copyright of the respective companies and or their licensors ActivePerl is a trademark of ActiveState Tool Corp This product includes software developed by the Apache Software Foundation http www apache org Cognos Impromptu and Powerplay are registered trademarks of Cognos Incorporated YACC is a registered trademark of Compiler Resources Inc APEX VideoSoft and True DBGrid are registered trademarks and ComponentOne VSVIEW SizerOne VS OCX VSFlexGrid Pro VSVIEW VSFORUM VSREPORTS VSDOCX VSSPELL TrueDBListPro COMPONENTONE CHART and ComponentOne Query are trademarks of ComponentOne LLC CT Connect is a registered trademark of Dialogic Corporation Dialogic and the Dialogic logo are trademarks of Dialogic Corporation Fulcrum is a registered trademark of Fulcrum Technologies Inc Searchserver is a trademark of Fulcrum Technologies Inc AIX and RISC System 6000 are trademarks of International Business Machines Corporation DB2 IBM OS 2 AS 400 and CICS are registered trademarks of International Business Machines Corporation VisualX is a registered trademark of Intergroup Technologies Inc ActiveX Visio Internet Explorer
12. Request TS Deassign amp ev NULL OUL session TS ConferenceCompleteVDU Syntax ORBStatus ConferenceCompleteVDU in VDU ID vduid Description This function completes the conference initiated with the initiate conference function The party on hold is joined to the other calls Parameters Value Description vduid eDUID of the call Returns Value Description VESP SUCCESS Request was successful TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Exceptions Value Description VESP_BAD_PARAMETER eDUID is invalid VESP_BAD_ SESSION Session is invalid VESP_FAILURE Request has failed possible internal protocol problems VESP RESOURCE NOT AVAILABLE No call to conference Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS ConferenceCompleteVDU callback user data session vdu 1 TS ConferencelnitVDU Syntax ORBStatus ConferenceInitVDU in VDU ID vduid in string dest Description This function places a party on hold and dials a third party If this function fails every effort is made to retrieve the party on hold automatically The eDUID is passed in the incoming call event the end point receives If successful this function places the third party on the eDU s list of interested parties Refer to Adding a Client to an eDU s List of Interested Parties on page 50 for more information Chapter 5 Interface Definition Language IDL Parameters
13. Syntax ORBStatus Logout lt in string queue gt lt in string ext gt Description This function logs off an ACD or feature phone from the switch Chapter 5 Interface Definition Language IDL Parameters Value Description queue Queue to log off from ext Extension of agent Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_SESSION Session is invalid VESP_FAILURE Request failed Example status Vesp Request TS Logout callback user data session 4000 4009 TS LogoutWithReason Syntax ORBStatus LogoutWithReason in string queue in string ext in string reasoncode Description This function logs out an agent If the session s phone is of type EAS the TS requests the PBX to logout this agent with the supplied reason code TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Parameters Value Description queue Queue that the agent logged in to ext Extension number of agent phone reasoncode Code that represents the reason for the agent logout Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_PARAMETER Queue or ext parameter null or length too long VESP_FAILURE An assign cannot be found for the TS request the TS request is not from an ACD or EAS agent or the TS request is from an agent with an empty equipment field Example status Vesp Request TS LogoutWithReason callback user
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15. agent is auto ready after hang up Parameters Value Description vduid eDUID of the call Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Session is invalid VESP FAILURE Request has failed possible internal protocol problems VESP SERVICE NOT AVAILABLE Service not available Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS HangupVDU callback user data session vdu id TS HoldReconnectVDU Syntax ORBStatus HoldReconnectVDU in VDU ID vduid Descriptio n Removes a call from the Hold state 66 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Parameters Value Description vduid eDUID of the call Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_SESSION Session is invalid VESP_FAILURE Request failed VESP RESOURCE NOT AVAILABLE No call on hold Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS HoldReconnectVDU callback user data session vdu id TS HoldVDU Syntax ORBStatus HoldVDU in VDU ID vduid Description This function places the voice portion of a call on hold The eDU can still be acted on by the application Parameters Value Description vduid eDUID of the call Chapter 5 Interface Definition Language IDL Returns Value Description VESP_SUCCESS Request was successful Except
16. associated with an Interactive Voice Response unit 13 The switch notifies the TS that the call has arrived at the IVR n TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Step Explanation The TS sends an event TS IncomingCall event to the VOX Server including the extension to which the call was routed and the eDUID of the call At the start of the IVR script the IVR notifies the VOX of the new call VOX newcall including the IVR channel number on which the call was received The VOX Server checks its tables to associate the IVR channel number with a telephone extension It matches the extension with an incoming call event from the TS The eDUID from the corresponding incoming call event is returned to the IVR script The IVR tells the VOX to retrieve the account number and related information i e ani flag name from the eDU This is accomplished with multiple calls to VOX getvdu The VOX Server translates each IVR request into a CORBA method call to the eDU Server VDU GetOneValue The eDU Server returns a response to the VOX Server VDU GetOneValue response containing the requested data if available 20 The VOX returns a response to the IVR script 21 If the ani flag from the eDU is set to UNIQUE the IVR prompts the caller for the last 4 digits of their account number to verify identity If not it prompts the caller for their entire account number 22 The eDU is updated t
17. call to a client 1 3 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Step Description TS sends TS IncomingCall event vdu_id call_id ani dnis ctype to client Client invokes TS RouteVDU vdu id dest method on the TS TS returns TS RouteVDU response vdu id dest to the client Appendix Generic Call Flows 199 Inbound Call The following diagram illustrates the methods and events that are exchanged after a call arrives at the TS from the PBX or ACD The sequence ends with the call being terminated by the client Client TS a EI Step Description TS sends a TS Incoming event vdu id ani dnis call ref id to the client Client sends a TS AnswerVDU vdu id to the TS TS returns a TS AnswerVDU response vdu id to the client TS sends a TS Connect event vdu id call ref id to the client Client invokes the TS HangupVDU method on the TS TS returns a TS HangupVDU response vdu id to the client N I no ms A U N TS sends a TS Disconnect event vdu_id call_ref_id to the client DL TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Outbound Call The following diagram illustrates the methods and events that are exchanged during an outbound call In this example Client 1 is either an agent or a queue and Client 2 is an automatic dialer The sequence ends with the call being te
18. case the ACD link server network or server software fails Example Call Flow The function of the TS can best be understood by examining a typical call flow Note that call flows vary for each installation Additional call flow diagrams are presented in Appendix A Rest of World 1 Telecomm hardware r Y 21 4 N Fa Interactive A PBX 12 4 Voice P Response amp N AIAN XV N NN V Y MON Quintus CTI 15 16 7 20 22 526 V J System J _ J Qui 13 28 30 27 31 14 18 19 P4 23 24 NN N Ww T eDU Server cas al C Agent Telephone Agent Workstation Chapter 1 Overview of the Telephony Server n Call Flow Model Explanation of Server Interactions Step Explanation Call arrives at the switch PBX from the public network 2 In this example the switch is set up to request routing information from the system across the link to the TS This is referred to as an adjunct routing request 3 TS invokes a method on the eDU Server VDU Create to create a eDU for this call The method call includes a list of the initial elements to place in the eDU ani dnis etc 4 The eDU Server creates the eDU and returns a response VDU Create response to the TS The response contains a unique eDUID for this c
19. from TS container end points that include voice abandon items Data is recorded for each agent Average time before abandoning a call is the sum of ring time queue time and talk time for all abandoned calls divided by the number of abandoned calls Average number of transfers Derived by dividing the number of contacts handled by the number of voice X transfer items in the container Number of times a contact is placed on hold Raw data comes from the number of contacts handled Calculation is as follows number of voice X holdtime Y items for all Ys within each X Duration of the current agent state Raw data is in the ADU For a given ADU subtract the current time from the time the current agent state was recorded in the ADU CHAPTER 3 TELEPHONY SERVER CONFIGURATION This chapter contains information about configuring the Telephony Server as implemented for the Avaya Definity G3 Configuration Parameters The following table lists configuration parameters set using eContact Manager The table lists the label as it appears in eContact Manager followed in parentheses by the parameter name as it is required internally by the TS For information on using eContact Manager see the eContact Manager User s Guide Label and Internal Name Description Minimum Extensions Minimum number of digits to be entered for a valid callplan extension number Default is PBX Link Device through which the Telephony Server comm
20. is queue while ringing while on hold abandon this item provides additional details Chapter 2 Tracking Call and Agent Data Name voice X conferencedest Z Value phone number Explanation The destination phone number Z of a conference call where Z 1 2 3 voice X connect delta time The elapsed time in seconds between the creation of the eDU and the time the call was connected voice X destination phone number Phone number of client at end point X voice X exit_reason Reason for exit normal transfer abandon other The switch supplies a reason for the termination of a call end point voice X holdtime Y time in seconds Time spent on hold during hold instance Y voice X leg id unique id UUID Unique leg id of the current leg of the call voice X loginid loginid Login id of client at end point X voice X origin phone number Phone number ANI at other end of end point X voice X queue delta time The elapsed time in seconds between the creation of an eDU and the time at which the switch reports the call as queued voice X queue number queue number Queue number configured within the CallCenter switch as an Application Group voice X queuetime time in seconds Time reported by the switch between a call arriving on an inbound trunk of the switch and the call being
21. number The ACD queue number on which the ring event arrived ts X que Y delta time The elapsed time in seconds between the creation of the eDU and placing the call in a queue ts X que Y q queue number The queue the call is in before ringing at the agent desktop Appendix B OeS 5 1 Call Containers ts X que Y n Value number Explanation The number of calls in the queue including this call ts X rt queue The queue controlling the route ts X rt d destination number The dialable number of the route destination ts X rt o originating number The number from which the routing originated ANI ts X rt digits digits Digits collected at the switch through which the routing occurs ts X busy Y delta time The elapsed time in seconds between the creation of the eDU and the busy event busy signal occurs for outbound calls and conference transfer attempts ts X busy Y d called number The dialed number for outbound calls and conference transfer attempts that encounter a busy signal ts X co Y delta time The elapsed time in seconds between the creation of the eDU and the connection of the call ts X co Y d connect number Number that outbound call or conference transfer attempt actually connected to destination ts X co Y c called number The called dialed number for outbound call or conference trans
22. that an eDU be created by the VDU Server 2 The Telephony Server will pass the call to the Workflow server to determine the final destination 3 The Workflow server will make a request of the Telephony Server TS Route to transfer the call to a station or queue 4 When the Telephony Server gets the request it will send the commands to the Avaya Definity G3 switch over the ASAI line to transfer the call Chapter 4 Avaya Definity G3 Configuration nm Defining Hunt and Skill Groups The Avaya Definity G3 system supports two environments for defining agents and assigning them to queues EAS Expert Agent Selection and non EAS EAS agents are associated with skill groups If a caller needs to speak with an agent having a specific skill such as understanding a foreign language or having knowledge of a specific procedure s he will be routed to a queue associated with the required skill The next available agent with the appropriate skill will take the call and eContact Telephony will be notified that the call has been transferred to an agent In a non EAS environment also referred to simply as an ACD environment agents are defined in hunt groups When agents log in they must identify the queue with which they are associated They are not affiliated with a specific skill The Auto Available Split AAS parameter in the Hunt Group must be set to N Depending on your environment you must identify agents by either skill groups or
23. B QUINTUS TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 2001 Avaya Inc All Rights Reserved Printed in U S A Part Number D X X 1036 01 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing However information is subject to change Avaya Web Page The world wide web home page for Avaya is http www avaya com Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or working on your company s behalf Be aware that there may be a risk of toll fraud associated with your system and that if toll fraud Occurs it can result in substantial additional charges for your telecommunications services Avaya Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical support or assistance call 1 800 643 2353 Providing Telecommunications Security Telecommunications security of voice data and or video communications is the prevention of any type of intrusion to that is either unauthorized or malicious access to or use of your company s telecommunications equipment by some party Your company s telecommunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya product that is networked equipmen
24. Client 2 8 Step Description Client 2 invokes TS MakeCallVDU dest method on the TS TS returns TS MakeCallVDU response vdu id dest to Client 2 TS sends TS Queued event vdu id call ref id to Client 2 TS sends TS IncomingCall event vdu id ani dnis call ref id to Client 2 Client invokes TS AnswerVDU vdu_id on the TS Appendix Generic Call Flows Step Description 6 TS returns TS AnswerVDU response vdu id to Client 7 TS sends TS Connect event vdu id call ref id to Client 1 8 TS sends TS Connect event vdu id call ref id to Client 2 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 APPENDIX QES 5 1 CALL CONTAINERS QeS 5 1 This appendix provides information about call containers for QeS 5 1 which are still supported in Quintus eContact 5 6 Information about call containers for Quintus eContact 5 6 is presented in Chapter 2 Call Container Contents The table below describes a call container in which end point events and attributes are stored X represents the unique identification number for each end point Y and Z represent sequence numbers within each end point s activities Name Value Explanation ts X delta time For ts this is the base time should be zero In all other cases it is the elapsed time in seconds between the creation of the eDU and the connection to the end point ts X loginid
25. DFARS 252 227 7013 or in subparagraphs c 1 and 2 Commercial Computer Software Restricted Rights at 48 CFR 52 227 19 as applicable Licensor is Avaya Inc 211 Mt Airy Road Basking Ridge N J 07920 This documentation may only be stored transmitted or reproduced in whole or in part under the terms of the Right to Print License contained in the Quintus eContact Suite 5 6 Product Documentation Guide located on the documentation CD and in the Preface to each individual manual CONTENTS DEFORE YOU DEGIB ences ee Gta Sees vii Contacting Technical Support viii Printed Documentation ix License to Print the Electronic Documentation X OVERVIEW OF THE TELEPHONY SERVER 13 What is the Telephony Server 13 Example Call Flow 14 Call Flow Model Explanation of Server Interactions 15 Supported Operating Systems 19 Supported ACD Environments 19 EAS Enyironment ses e undo betes eae eos ee eee eo s ae as 19 INonsEA5 Envitonmient s vene iatis hate pP EN PR E 19 WAN ConsideratiOls s ds Secu hee ee a eire ipa UR KERR ORS RTS 20 DTMF Requirements 25 5 cse Fahne ecd E P us 20 Reason Code Requirements 20 MAPD Requitemelts 25xREREEETu 21 Quintus Tel
26. PARC 2 6 and 7 0 Supported ACD Environments The Avaya Definity G3 supports two types of Automatic Call Distribution ACD environments Expert Agent Selection EAS and non EAS EAS Environment In an EAS environment each agent s ID is a dialable virtual teleset number An agent can be reached by dialing his or her agent ID regardless of the phone set to which the agent has logged in Each EAS agent is assigned to a specific skill group After logging in an agent is automatically accessible through the queues assigned to his or her skill set Non EAS Environment Non EAS is often referred to simply as ACD In a non EAS environment each agent must enter his or her agent ID queue number group extension as defined in a hunt group and equipment number when logging in The agent is then accessible only through the hunt group identified at login and through the physical equipment number entered at login Non EAS agents have no virtual teleset number the agent ID is not a dialable number Such agents must use their physical equipment numbers for all transactions ENS amp Note Client applications such as VTel might map agent IDs to physical teleset M numbers EJ TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 WAN Considerations In a WAN environment calls are passed between call centers using the User to User Information UUI field An ISDN connection is required between each Avaya Definity G3 switch In a non EAS e
27. RICTED RIGHTS This documentation and the Quintus eContact Suite software were developed at private expense and no part of them is in the public domain Any use of this documentation or any of the Quintus eContact Suite software which on behalf of the United States of America its agencies and or instrumentalities U S Government is provided with Restricted Rights The Quintus eContact Suite software and this documentation is Restricted Computer Software as that term is defined in Clause 52 227 19 of the Federal Acquisition Regulations FAR and is Commercial Computer Software as that term is defined in Subpart 227 471 of the Department of Defense Federal Acquisition Regulation Supplement DFARS The Quintus eContact Suite software is classified as Commercial Computer Software and the U S Government may only acquire restricted rights in the Quintus eContact Suite software and this documentation as that term is defined in Clause 252 227 7013 c 1 of the DFARS and if the Quintus eContact Suite software is supplied to any unit or agency of the U S Government other than Department Of Defense the U S Government s rights in the Quintus eContact Suite software and this documentation will be as defined in Clause 52 227 19 c 2 of the FAR and use duplication or disclosure by the U S Government is subject to restrictions as set forth in subparagraph c I ii of the Rights in Technical Data and Computer Software clause at
28. SESSION Session is invalid VESP_FAILURE Request has failed possible internal protocol problems VESP_ILLEGAL_STATE State of the phone is not compatible with operation Example VDU_ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS ConferenceCancelVDU callback user data session vduid TS Deassign IDL Syntax oneway void Deassign void Description Terminate a session with the Telephony Server Once a session is terminated the flow of events from the Telephony Server to the client will cease By default the device associated with this session will be logout of the switch and the session will be terminated with the Telephony Server Once a session is terminated the flow of events from the Telephony Server to the client will cease It is possible to configure the TS not to logout a device during a TS Deassign Parameters Value Description logout on deassign True default issues a logout logout during a TS Deassign False Chapter 5 Interface Definition Language IDL If you do not want to have to TS issue a logout during a TS Deassign set it to false However if it is set to true the TS will only try to log you out if it thinks that you are logged in So in most cases it will not try to log you out during a deassign Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_ SESSION Session is invalid Example status Vesp Deassign
29. SESSION Session is invalid VESP_BUSY Destination is busy VESP_FAILURE Request failed TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Example VDU_ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS MakeCallSetVDU callback user data VDU ID vduid session vdu id 400 status Vesp Request TS MakeCallVDU amp ev callback user data session A400 amp vduid TS MakePredictiveCallSecVDU Reserved for future use TS MakePredictiveCallVDU Reserved for future use TS Ready Syntax Description Returns Exceptions ORBStatus Ready void Places a telephone set in the ready state in preparation for receiving a telephone call Value VESP SUCCESS Description Request was successful Value VESP BAD SESSION FAILURE VESP SERVICE NOT AVAILABLE Description Session is invalid Request has failed possible internal protocol problems Service not available Chapter 5 Interface Definition Language IDL Example status Vesp Request TS Ready callback user data session TS ReadyAuto Syntax ORBStatus ReadyAuto void Description Automatically places a telephone set in the ready state in preparation for receiving a telephone call every time the phone is hung up Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Session is inva
30. VTel Programmer s Guide for additional information on this setting Configuring Redundant CTI Links Installing two or more Telephony Servers allows for failover in the event of a malfunction of the server or ISDN line There are two approaches available for configuring redundant ASAI links Configure each link to connect with a different physical computer each with its own Telephony Server Configure each link to connect with a single computer running multiple Telephony Server processes on that machine Remember to set the node1 configuration parameter to specify signal numbers for the ASAI links Avaya Definity G3 Setup Regardless of whether the primary and backup Telephony Servers are on the same or different hardware two separate VDNs and vectors are required in the Avaya Definity G3 one for each Telephony Server The division of work between ASAI links and thus servers is determined by the number of calls that are processed by each vector Chapter 4 Avaya Definity G3 Configuration 4 The following illustrates vectors that are configured to fail over to alternate ASAI lines and finally if both links fail to a default routing If either Telephony Server is disabled or the ISDN connection is broken subsequent calls to the corresponding vector are immediately channeled through the alternate ASAI link to the working Telephony Server When the Telephony Server is reenabled or the ISDN connection is restored su
31. Value Description vduid eDUID of the call dest Can be one of the following extension number The specified number is included in the conference name A logical phone number or a login ID which could represent a user or a queue The name is looked up in the eContact Telephony Directory If the telephone number field associated with the name contains an extension number that extension will be included in the conference Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Session is invalid VESP BUSY Destination was busy VESP FAILURE Request has failed possible internal protocol problems Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS ConferenceInitVDU callback user data session vdu id 5551234 1 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS DropVDU Syntax ORBStatus DropVDU in VDU ID vduid in string dest Description This function is used to drop a party from a conference Parameters Value Description vduid eDUID of the call dest The destination to be dropped found in the conference event A party cannot drop itself Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP FAILURE Request has failed possible internal protocol problems Example Status Vesp Request TS DropVDU callback user data session vdu id dest TS FindVduFromAni Syn
32. Y G3 Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_ SESSION Session is invalid VESP_ILLEGAL_STATE State of the phone is not compatible with the operation VESP_FAILURE Request has failed Example VDU_ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS TransferCompleteVDU callback user data session vduid TS TransferlnictVDU Syntax ORBStatus TransferInitVDU in VDU ID vduid in string dest Description This function places the call initiator on hold and calls a third party If this function fails the call initiator is retrieved from hold The eDUID is passed in the incoming call event the end point receives If successful this function places the third party on the eDU s list of interested parties Refer to Adding a Client to an eDU s List of Interested Parties on page 50 for more information Chapter 5 Interface Definition Language IDL Parameters Value Description vduid eDUID of the call to be routed dest Destination of the call Can be one of the following extension number The call is made to the specified number name A logical phone number or a login ID which could represent a user or a queue The name is looked up in the eContact Telephony Directory If the telephone number field associated with the name contains an extension number the call will be made to that extension Returns
33. age IDL Description This method requests the switch to route the call to a new destination passing digits that have been collected such as an account number or Social Security number Call this method in response to an event such as TS IncomingCall event Parameters Value Description vduid eDUID of the call to be routed dest Destination of the call Can be one of the following extension number The call is made to the specified number name A logical phone number or a login ID which could represent a user or a queue The name is looked up in the eContact Telephony Directory If the telephone number field associated with the name contains an extension number the call will be made to that extension digits Any digits that have been collected Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_SESSION Session is invalid VESP_FAILURE Request has failed possible internal protocol problems Example VDU_ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS RouteWithInfo callback user data session vduid 5000 3989049 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS SendDTMFtonesVDU Syntax ORBStatus SendDTMFtonesVDU in VDU ID vduid in string tones Description This function sends DTMF tones from a soft phone to the switch just as though they had been generated on the phone set keypad Parameters Value Descripti
34. ainers reporting 31 alarms list and descriptions 93 95 Automatic Call Distribution ACD environments supported 19 Avaya Definity G3 setup 42 C call containers contents QeS 5 5 26 call flows examples 14 97 107 clock synchronization 28 configuration agent parameters 36 configuring redundant CTI links 42 configuring the switch in an ACD environment 44 TS parameters 33 containers agent containers described 29 call containers described 25 contents of call containers QeS 5 1 109 113 reporting from call containers QeS 5 1 113 reporting from call containers QeS 5 28 D DTMF requirements 20 E educational services x events descriptions 84 91 list of 83 F failover discussed 42 H hunt groups defining 41 interested parties adding a client to an eDU s list of 50 M MAPD requirements 21 methods descriptions 51 81 list of 48 operating systems supported 19 116 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Reason code requirements R Reason code requirements 20 S skill groups defining 41 stations defining 39 T Telephony Server defined 13 TS AnswerVDU 51 TS Assign 52 TS Busy 53 84 TS BusyTerminate 54 TS BusyWithReason 55 TS CallOffered 85 TS Conference 85 TS ConferenceCancelVDU 55 TS ConferenceCompleteVDU 57 TS ConferenceInitVDU 58 TS Connect 86 TS Deassign 56 TS Disconnect 86 TS Drop 87 TS DropVDU 60 TS FindVduFromAni 60 TS GetPBXTime 62 TS GetPhoneInfo 62
35. all 5 The TS sees in its tables that the QWorkFlow Server has previously assigned to monitor all calls associated with a request for routing information The TS sends an event TS IncomingCall event to the QWorkFlow Server including the eDUID ani and dnis for the call The call is still waiting unanswered at the switch the caller hears a ring 6 The QWorkFlow Server invokes a flow to respond to incoming call events In this example the flow queries the COS Server to find an account number for the call based on the ani ANI SelGetRecords 7 The COS Server returns a response containing data from the matching row or rows in the database ANI SelGetRecords response 8 If multiple accounts existed for the same ani so that unique identification was not possible based on ani alone the only value set might be ani flag AMBIGUOUS 9 The eDU Server stores the values and returns a response to the QWorkFlow Server VDU SetValues response 10 At the end of the incoming call routine the QWorkFlow Server invokes a method on the TS to route the call TS Route The request includes the eDUID and the routing extension The appropriate extension may be deduced by the QWorkFlow Server from information in the COS database I1 The TS instructs the switch to route the call The TS afterwards responds to the QWorkFlow Server with TS Route response not shown 12 In this example the switch routes the call to an extension
36. ally 04 05 Defining Stations station is any physical device such as a teleset or telephony link that has an extension number and has a physical connection to a port on a telephony card The following illustrates a list of stations on a Avaya Definity G3 In this example the 8410D telephone sets are digital telephones the 602A1 are CallMaster sets the 8510T telesets are ISDN phones the ASAI LINE 1 is the telephony link physical to the eContact Telephony server and the ASAI LAN 01 is the LAN gateway which replaces the ASAI direct connect link with an ethernet connection You must configure either an ASAI line or an ASAI LAN for an eContact Telephony connection Following the example calls routed to station 24961 are routed to ASAI line 1 4 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Data Cv COR Ext Port Type Name Room Ext Pth COS Cable Jack 24141 01A0803 8410D STATION 24141 d um 24142 01A0804 8410D STATION 24142 1 1 24181 01A0801 602A1 AGENT 1 27 1 24182 0140802 602A1 AGENT 2 Te i 24183 0140402 8510T STATION 24183 A E 24184 01A0403 8510T STATION 24184 des vi 24185 01A0805 602A1 Agent 5 1 1 24186 01A0806 602A1 Agent 6 1 1 24187 01A0807 602A1 Agent 7 1 1 24188 0140808 602A1 Agent 8 1 1 24961 01 0401 ASAI ASAI LINE 1 de 24962 01A1501 ASAI ASAI LAN 01 a ot Involvement of the Telephony Server Continuing with the above example The Telephony Server will be notified of a new call arrival and will request
37. atically Method Descriptions All TS methods are described on the following pages TS AnswerVDU Syntax ORBStatus AnswerVDU in VDU ID vduid Description This method is invoked in response to an incoming call event The function answers a telephone call changing its state from Alerting to Answered Parameters Value Description vduid eDUID of the call Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP BAD PARAMETER eDUID is invalid VESP BAD SESSION Session is invalid TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Value Description VESP_FAILURE Request has failed possible internal protocol problems VESP RESOURCE NOT AVAILABLE No call to answer Create a session with the Telephony Server Once a session is created events will be directory is not set the assign will be deferred until the agent logs in The assign will If a client has assigned with the r criteria subsequent attempts by other clients to VESP SERVICE NOT AVAILABLE Switch does not have this function Example VDU ID vduid 3016acec000700007800002c1b580002 Environment ev status Vesp Request TS AnswerVDU callback user data session vduid TS Assign Syntax ORBStatus Assign in string criteria Description sent to the client that corresponds to the monitoring criteria If the monitoring criteria contains a login ID and the equipment field in the return a success
38. bsequent calls to that vector are processed via their usual path with no operator intervention display vector 7 Page 1 of 2 CALL VECTOR Number 7 Name Troy link 1 ASAI Routing y Basic y Prompting y EAS y 01 adjunct routing link extension 5100 02 wait time 4 secs hearing ringback 03 adjunct routing link extension 5113 04 wait time 4 secs hearing ringback 05 route to number 4000 if unconditionally display vector 13 Page 1 of 2 CALL VECTOR Number 13 Name Troy link 2 ASAI Routing y Basic y Prompting y EAS y 01 adjunct routing link extension 5113 02 wait time 4 secs hearing ringback 03 adjunct routing link extension 5100 04 wait time 4 secs hearing ringback 05 route to number 4000 if unconditionally Uu TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 The wait time in steps 02 and 04 of the sample vectors should be configured to allow adequate time for the adjunct route to process normally when the link is functioning properly If the link fails because the physical link the Telephony Server or the Workflow server fails the vector will skip the wait and immediately execute the next step in the vector The time out will occur only if the link Telephony Server and Workflow server are up and assigned but network traffic or database access is so slow that the route does not reach the switch in time Configuring the Switch in an ACD Environment When configuring the switch for non EAS agents certain para
39. but control of the phone will not take effect until after login assign with r will be rejected Parameters Value Description criteria Device to monitor or control with this session Monitoring criteria are as follows number To monitor and control a phone station Contains either an extension number or in an EAS system an agent ID login id To monitor a person r To control all call routing for an ASAI link Chapter 5 Interface Definition Language IDL Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Client ID is invalid VESP ASSIGN FAILURE Assign has failed Example status Vesp Assign Request TS Assign amp ev callback user data event callback session 5112 TS Busy Syntax ORBStatus Busy void Description Put an ACD or EAS phone in the AuxWork state No calls will be received until a BusyTerminate or Ready is received ACD calls will be blocked direct calls will not be blocked Returns Value Description VESP SUCCESS Request was successful ES TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Exceptions Value Description VESP BAD SESSION Session is invalid VESP FAILURE Request has failed possible internal protocol problems VESP SERVICE NOT AVAILABLE Service not available Example status Vesp Request TS Busy callback user data session TS BusyTerminate Synta
40. cation that a telephone line for which it is responsible is in the ringing state or has received a call set up request In addition to telling the client that its associated telephone number is alerting it also passes the eDU with the event to the client Once a client has received an IncomingCall event that client is responsible for invoking the VDU Terminate method when it is no longer interested in the eDU Field ani call_ref_id called calltype ctype dest digits dnis ext group iidigits loginid Description Automatic Number Identification The caller s 10 digit telephone number Call reference ID of call used for debugging purposes only The number used by the Telephony Server to place the call This could be an equipment number a logical ID or a queue number Can be either direct a direct call or queue a queued call Can be acd an ACD call or direct a direct call The actual phone number to which the call was placed by the switch This is typically an equipment phone number For a routed call the digits collected by the PBX if any Dialed Number Identification Service the number dialed Extension of agent receiving the call Group ID of agent receiving the call Information about the originating line supplied by public network and reported to switch Login ID of agent receiving the call Chapter 6 Events 89 Field Description orig The equi
41. data Session queue ext reasoncode TS MakeCallSetVDU TS MakeCallVDU Syntax ORBStatus MakeCallSetVDU in VDU ID vduid in string dest ORBStatus MakeCallVDU in string dest out VDU ID vduid Description These functions initiate a call attempt MakeCallSet VDU uses a specified eDU MakeCallVDU generates a new eDU and returns it The status of the call attempt is reported back to the client Chapter 5 Interface Definition Language IDL The MakeCallVDU function fails if it receives any type of busy event recording the call attempt details and reason for termination It is possible that a Busy event will be generated if the destination is busy If successful a Ring event will be generated If the destination answers a CallConnect event will be generated If the originating caller hangs up before the call is connected no disconnect event is generated Parameters Value Description dest Destination of the call Can be one of the following extension number The call is made to the specified number name A logical phone number or a login ID which could represent a user or a queue The name is looked up in the eContact Telephony Directory If the telephone number field associated with the name contains an extension number the call will be made to that extension vduid eDUID of the new call Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_
42. e the old agent also still sees it since his criteria still match agent 1 still contains his login ID The first agent continues to add data to the eDU doing his call wrapup The second agent s client sees these changes in real time The first agent may decide he no longer wants to get events about the eDU changes so he sets agent to an empty string This sets agent 1 and he gets a drop event because his assign criteria no longer match agent 1 is empty and agent 2 is not his own login ID At some point the first agent does a VDU Terminate which tells the eDU Server that the eDU does not have to be kept active for this agent Chapter 2 Tracking Call and Agent Data EN Reporting From Agent Containers Whenever a contact is terminated the TS updates information in agent container queues This information is then used to generate reports about agent activity Data Recorded Calculation Number of contacts offered A tally of items posted to a specific ADU Number of contacts handled Derived from TS container end point Number of contacts handled is a combination of voice and voice talktime where talk time is greater than a specific period of time e g two seconds Number of contacts abandoned while in queue Derived from TS container end points that include ringing or on hold voice abandon items Data is recorded for each agent Average call handling time The sum of all talk time ring time and queue time
43. e eDU and the disconnection of the end point Only one per end point at most Appendix B QeS 5 1 Call Containers us Reporting from QeS 5 1 Call Containers State durations connect duration talk time hold time etc and event counts number of times a call was placed on hold etc are not calculated by the TS but can be derived from the time stamps and other information in a TS container The following table describes use of the process measurement data in a TS container Measurement Definition Calculation Technique Hold Time The duration of the hold state For each hold reconnect hold Hold can be terminated by conference hold transfer pair subtract conference or transfer the delta time of the hold event from the delta time of the corresponding reconnect conference or transfer event Talk Time The length of time that each For each end point subtract the delta agent was connected to the time when the call was connected from telephone call but not on the delta time when the call was hold dropped then subtract the total hold time for that end point from the result Hold Count The total number of times that Count the number of ts X hold Y the call was placed on hold events To identify who placed a call on hold you might count the number of ts X hold Y events for each X TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 INDEX A adjunct routing requirements summarized 41 agent cont
44. e second is voice 2 the third is voice 3 and so on Information about each end point is stored in a subordinate structure voice 2 connect voice 2 transfer voice 2 queue etc A new end point is created each time a new client becomes associated with the eDU For performance reasons the TS accumulates information about each end point until the connection is terminated When the connection is terminated the information is sent to the eDU Server Creation of call containers is controlled by the Create Containers tscon configuration parameter Note Additional information about telephone call connections and end points RS should be stored in separate data structures not in call containers Call Container Contents The table below describes a call container in which end point events and attributes are stored X represents the unique identification number for each end point Y and Z represent sequence numbers within each end point s activities Note The call container information presented in this section is new as of Quintus eContact version 5 5 Call container functionality for QeS 5 1 is still supported and is documented in Appendix B of this manual ey Name Value Explanation voice X Delta time For voice l this is base time should be zero For other cases it is elapsed time in seconds since creation of the eDU voice X abandon Reason for abandoning the call in If the exit reason of a call end point
45. ed to be in the list Duplicate_Event info 2 events arrived from the PBX none where one was sufficient Failed_DelSubTree high ADU method request to delete Generally a network subtree failed environment problem or a server bug capture logfile Failed_ObjCopy high Method request Report to Quintus ORB_object_copy_to_string failed Failed_ObjRelease low Method request Object release Some memory not released TS failed will expand Failed ObjToString high Method request Report to Quintus ORB object to string failed Failed SendEvent high Method request to send a Generally a network TS event to assigned client failed environment problem or a server bug capture logfile Failed SendResponse high Method request failed to senda Generally a network TS xxx response to assigned environment problem or a client server bug capture logfile Failed SetAndTrans high eDU method request to set Verify eDU server is running values in an eDU and transfer failed capture logfiles for eDU and TS Chapter 7 Alarms es Cause Recommended Alarm Name Priority Description AcGon Failed SetValues high eDU method request to set Verify eDU server is running values in an eDU failed capture logfiles for eDU and TS Failed TermADU high ADU method request to Generally a network terminate an ADU failed environment problem or a server bug capture logfile Failed VDUAssign high eDU method request to assign Verify eDU server is ru
46. ee Appendix B Measurement Hold Time Definition Time spent on hold during hold instance Y Note The information presented in this section applies to call container contents for Quintus eContact 5 5 and newer For information on reporting from 5 1 Derivation TS calculates this value based on the value stored in voice X holdtime Y Queue Time Time reported by the switch between a call arriving on an inbound trunk of the switch and the call being sent to an agent queue TS calculates this value based on the value stored in voice X queuetime Note Not yet implemented Ring Time Time reported by the switch TS calculates this value based on the between agent phone starting value stored in voice X ringtime to ring and agent answering the phone Talk Time The length of time that each TS calculates this value based on the agent was connected to the value stored in voice X talktime telephone call including time on hold Hold Count The total number of times a Total number of voice X holdtime Y call was placed on hold events for a given instance of X Agent Containers As a call moves between agents in a call center each agent whether it is a person or a voice response unit may wish to store information about the call in a way that will not interfere with the next or last agent who handled the call To manage this the TS automatically creates an agent container Each agent involved in t
47. ephony Server Behavior During Hardphone Softphone Interaction 21 Troubleshooting notes 23 TRACKING CALL AND AGENT DATA 25 How Call Information is 25 Call Container Contents 26 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 About Clock Synchronization 28 Reporting from Call Containers 28 oi ence deii du E ERES 29 Reporting From Agent Containers 31 3 TELEPHONY SERVER 33 Configuration Parameters ss ss ecc ee erat SERRA RN 33 Agent Configur tion ossa sna ERA EE CD ENA 36 4 AVAYA DEFINITY G3 CONFIGURATION 37 Call Adjanct Ro ting raa 37 Defining Vector Directory Numbers VDNs 38 Defining Veetors 3m exu Ner eem a AD CIE Oo C AVE 38 Defining Stations en cae agar BRO OPER ORE 39 Involvement of the Telephony Server 40 Defining Hunt and Skill 41 Summary of Adjunct Routing Requirements 41 Configuring Redundant CTI Links 42 Avaya Definity G3 Setup 42 Configuring the Switch in an ACD Envir
48. fer attempt that resulted in the current connection ts X co Y o originating number The originating number for outbound call or conference transfer attempt that resulted in the current connection ts X hold Y delta time The elapsed time in seconds between the creation of the eDU and the placing of the call on hold TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Name ts X recon Y Value delta time Explanation The elapsed time in seconds between the creation of the eDU and the reconnection to the call of a party previously placed on hold Does not occur if the hold is followed by a transfer ts X tran or conference ts X con Y ts X tran Y delta time The elapsed time in seconds between the creation of the eDU and the transfer of the call ts X tran Y c called number The called number of the transfer destination ts X con Y delta time The elapsed time in seconds between the creation of the eDU and the time the call is conferenced ts X con Y d Z destination The dialable number of the conference destination May not be supported on all PBX types ts X drop Y delta time The elapsed time in seconds between the creation of the eDU and a party being dropped from the call ts X drop Y d dropped number The dialable number of the party dropped from a call ts X disc delta time The elapsed time in seconds between the creation of th
49. fo GetQueuelnfo HangupVDU HoldReconnectVDU HoldVDU Login Logout LogoutWithReason MakeCallSetVDU MakeCallVDU MakePredictiveCallSetVDU Description Answer the phone Create a session with the Telephony Server Make the phone busy Make the phone available to receive calls Change an agent s work mode to AUX WORK Cancel conference hang up third party retrieve second party from hold Retrieve second party from hold and join conference Put second party on hold and call third party Drop a party from a conference Server to server method Get the current time from the PBX Get the current state of a phone Get the current state of a queue Hang up a phone Retrieve a party from hold Put a party on hold Log onto an ACD phone Log off of an ACD phone Log off an agent with a specific reason code Initiate a call with a defined eDU Initiate a call Reserved for future use TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Method Description MakePredictiveCallVDU Reserved for future use Ready ACD agent ready ReadyAuto ACD agent auto ready Route Route a call RouteWithInfo Route a call and pass information that has been collected SendDTMFtonesVDU Send DTMF tones from a soft phone to the switch TransferCancelVDU Cancel a transfer hang up third party retrieve second party from hold TransferCompleteVDU Hang up the first party in a transfer TransferlnitVDU Put second party phone on hold and call t
50. g a consultative transfer a transfer in which the first agent remains on the line until the next agent picks up the call Client TS Client 2 Ss 7 o i 11 4 12 4 13 v et o v Appendix A Generic Call Flows 105 Description Client invokes TS TransferlnitVDU vdu id dest method on the TS TS sends TS Hold event vdu id call ref id dest to Client TS returns TS TransferlnitVDU response vdu_id dest to Client 1 TS sends TS Ring event vdu id call ref id to Client TS sends TS IncomingCall event vdu id call ref id ani dnis to Client 2 Client 2 sends TS AnswerVDU vdu id to TS TS returns TS AnswerVDU response vdu id to Client 2 TS sends TS Connect event vdu id call ref id to Client 2 MH TS sends TS Connect event vdu id call ref id to Client o Client invokes TS TransferCompleteVDU method on the TS TS returns TS TransferCompleteVDU response id to Client N TS sends TS Transfer event vdu_id call ref id new call ref id to Client w TS sends TS Disconnect event vdu id call ref id to Client D TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Internal Call The following diagram illustrates the methods and events that are exchanged when a client places an internal call to another client Client TS
51. h to the client to keep both phone sets in synch As such certain limitations are imposed by the hardware involved and not on the software implementation Additionally certain keys available on the hard phone set are there as controls specific only to that particular phone set Some of these keys may be function programming keys dial last number keys etc These keys do not require PBX interaction and so in turn do not generate events and are completely transparent to the CTI software EN TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 The following interaction table attempts to identify those telephony features that eContact Telephony supports and does not support today for supported telephone switches In the table those event results listed under manual indicate support through the telephony server when those features are evoked through the hard phone set Those listed under the QCTI heading indicate support when the features are evoked through the soft phone Action manual alternate call yes future answer call connect yes yes auto ready auto in no yes blind transfer yes yes bridge two calls yes future busy aux work no yes conference call yes yes consultative transfer yes yes consultative transfer one step no no forward calls cancel forward calls no yes hang up call yes yes hold call yes yes listen disconnect reconnect mute no future logi
52. he call takes a private subtree of the agent container for his or her own use The first uses the name agent 1 and creates names below it agent 1 callduration agent 1 reasoncode and so on The next uses the name agent 2 and sets his own values in that subtree agent 2 callduration and so on TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 The agent container is used in a cooperative way by the TS and other applications such as VTel The sequence of events is as follows The TS creates an eDU for a call determines the login ID or UUID of the agent that will first handle the call and sets the name agent loginid to a value of loginid An agent who has already assigned using agent loginid will get a watch event because agent 1 has been created with a matching value From this watch event he gets the eDUID and the current values in the eDU Using the token in assigns significantly reduces the overhead of multiple assigns Refer to the eDU Server Programmer s Guide for a complete description of the token and other container naming conventions The agent handles the eDU probably storing data in agent which expands to agent 1 and eventually decides to move the call to a different agent The TS recognizes the transfer and again marks the eDU with an agent newloginid and a value of newloginid This becomes agent 2 A different agent who has also assigned with agent newloginid will see this new eDU In the meantim
53. hird party consultative transfer TransferVDU Transfer momentarily placing second party on hold blind transfer WrapUp ACD agent enter wrap up state Adding a Client to an eDU s List of Interested Parties The eDU Server maintains a list of clients interested in each eDU When a client is no longer interested in the eDU the client invokes the VDU Terminate method which removes the client s name from the list When the list is empty the eDU is terminated A successful Transfer VDU TransferInitVDU or ConferenceInitVDU method invocation adds the third party the party to whom the call is being transferred or who is being included in a conference to the list of interested parties for the eDU That client must eventually invoke a VDU Terminate method to remove the client s name from the list of interested parties Another process may issue the Terminate on a client s behalf If the third party is not logged in at the time of the Transfer or Conference the TS cancels the request and the client s name is not added to the list However if the client is logged in regardless of whether or not the request is subsequently canceled the list is updated Chapter 5 Interface Definition Language IDL si A general rule to follow is that if the client receives a TS IncomingCall event the client must eventually invoke a VDU Terminate method If a Terminate is not invoked the eDU will eventually time out and be terminated autom
54. iate settings in the client configuration file Chapter 1 Overview of the Telephony Server E Version 6 or later of the Avaya Definity G3 switch which must be running in EAS mode The Enable Reason Codes parameter must be activated on the switch Version G3v6 and GEv7 support CallVisor LAN Client software 6 1 4 6 1 5 or 6 1 6 Version G3v7 requires CallVisor LAN Client software 6 1 6 In addition the TS must have the following configuration parameters set pbxver set to 6 use 6 for higher PBX versions also pbx reasoncodes set to true deflogout reasoncode and defaux reasoncode can be set to supply an alternate value if the TS detects an invalid reason code MAPD Requirements Use of the MAP D gateway requires version 6 1 6 of CV LAN if the telephony server is running on Windows NT Windows 2000 or SCO Unixware or version 6 1 6 if the telephony server is running on Solaris SPARC CV PC is not supported Quintus Telephony Server Behavior During Hardphone Softphone Interaction The following table depicts those interactions between hard and soft phone sets The hard phone set is the physical teleset sitting on an agent s desk while the soft phone is the software implemented phone depicted by a GUI on an agent s computer screen This interaction in a CTI environment is strongly dependent on events being passed to the telephony server from the PBX and the telephony server in turn passing those events throug
55. ic The equipment number physical phone number of the Field Description call ref id called number dest contain multiple dest name value pairs iidigits network and reported to switch orig party that initiated the conference vdu_id eDUID of this call TS Disconnect This event informs a client application that the phone has been disconnected after connect or queued events Field call_ref_id ctype vdu_id Description Call reference ID of call used for debugging purposes only Call type if supplied by switch eDUID of this call Chapter 6 Events TS Drop This event informs the client that a party has been dropped from a call Field Description call_ref_id Call reference ID of call used for debugging purposes only dest Physical number of the dropped party vdu_id eDUID of this call TS Hold This event informs a client application that a telephone line has been put on hold Field Description call_ref_id Call reference ID of call used for debugging purposes only dest Destination of the call on hold vdu_id eDUID of this call TS HoldReconnect This event informs a client application that a telephone line has been retrieved from hold Field Description call_ref_id Call reference ID of call used for debugging purposes only dest Destination of the call on hold vdu_id eDUID of this call TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS IncomingCall This event informs a client appli
56. id Call reference ID of call from the perspective of the switch TS Conference This event informs a client application that a third party has been added to a call The Conference event is sent to all parties monitoring the call Field Description call_ref_id Previous reference id of call used for debugging purposes only called The number used by the Telephony Server to place the call This could be an equipment number a logical ID or a queue number dest The physical extension number For external conferences this is the external phone number dialed This event can contain multiple dest name value pairs new_call_ref_id New call reference id number in call A digit representing the number of parties involved in the conference orig The equipment number physical phone number of the party that initiated the conference vdu id eDUID of the call 1 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS Connect This event informs a client application that the call has been connected Connect results from a MakeCallVDU TransferInitVDU ConferenceInit VDU or direct call Call reference id of call used for debugging purposes only The number used by the Telephony Server to place the call This could be an equipment number a logical ID or a queue The physical extension number For external conferences this is the external phone number dialed This event can Information about the originating line supplied by publ
57. ions Value Description VESP_BAD_SESSION Session is invalid VESP_FAILURE Request failed VESP_RESOURCE_NOT_AVAILABLE No call to put on hold Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS HoldVDU callback user data session vdu id TS Login Syntax ORBStatus Login in string login in string password in string queue in string ext Description This function logs an ACD or feature phone on to the switch Refer to the Definity documentation to check support and meaning of parameters Parameters Value Description login Logical identification of the agent as defined in the Phone field of the Directory Server 68 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Value Description password Password as the switch knows it none if non EAS queue For non EAS systems enter the group extension number as defined in the hunt group For an EAS system enter the physical phone equipment number the agent is using This duplicates the ext field for EAS agents ext Extension to log in as This is the physical equipment number For non EAS this must be included as a group member in the hunt group Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Session is invalid VESP FAILURE Request failed Example Status Vesp Request TS Login callback user data session 1234 5678 4000 4009 TS Logout
58. lid VESP FAILURE Request has failed possible internal protocol problems VESP SERVICE NOT AVAILABLE Service not available Example status Vesp Request TS ReadyAuto callback user data session TS Route Syntax ORBStatus Route in ID vduid in string dest Description This method instructs the switch to route the call to a new destination Call this method in response to an event such as TS IncomingCall event TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Parameters Value Description vduid eDUID of the call to be routed dest Destination of the call Can be one of the following extension number The call is made to the specified number name A logical phone number or a login ID which could represent a user or a queue The name is looked up in the eContact Telephony Directory If the telephone number field associated with the name contains an extension number the call will be made to that extension Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_SESSION Session is invalid VESP_FAILURE Request has failed possible internal protocol problems Example VDU_ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS Route callback user data session vduid 5000 TS RouteWithlnfo Syntax ORBStatus RouteWithInfo in VDU ID vduid in string dest in string digits Chapter 5 Interface Definition Langu
59. lind Transfer The following diagram illustrates the methods and events that are exchanged during a blind transfer a transfer in which the first agent hangs up before the next agent picks up the call ACD sets must be in the Ready state Calls will be answered automatically if the switch is configured to AutoAnswer or if AutoAnswer is set through VTel If the call originates within the switch additional events will be generated that are not indicated in this model Step Appendix A Generic Call Flows 103 Client TS Client 2 4 35 Description Client invokes a TS Transfer VDU vdu id dest method on the TS TS sends a TS Hold event vdu id call ref id dest to Client TS returns a TS Transfer VDU response dest id to Client A Wl TS sends TS IncomingCall event vdu_id call_ref_id ani dnis orig dest to Client 2 TS sends a TS Transfer event vdu id call ref id new call ref id to Client TS sends a TS Disconnect event vdu id call ref id to Client Client 2 invokes a TS AnswerVDU vdu id method on the TS TS returns a TS AnswerVDU response vdu id to Client 2 TS sends a TS Connect event vdu id call ref id to Client 2 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Consultative Transfer The following diagram illustrates the methods and events that are exchanged durin
60. loginid Login ID of client ts X session session Session ID of client ts X UUID UUID UUID of a given leg of the call ts X phone phone number Phone number of client TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Name ts X ptype Value phone type Explanation Phone number type of client ts X equip equipment number Equipment number of client ts X in delta time The elapsed time in seconds between the creation of the eDU and the incoming call event Only one per end point at most ts X in q queue number Incoming call s queue number ts X in c called number Incoming call s called number DNIS ts X in d connect number Number that incoming call connected to destination ts X in o originating number Incoming call s originating number ANI ts X ri Y delta time The elapsed time in seconds between the creation of the eDU and the alerting event the telephone starts to ring for outbound calls and conference transfer attempts ts X ri Y c called number The called dialed number for outbound ringing call or conference transfer attempt ts X ri Y d connect number Number that outbound ringing call or conference transfer attempt is actually connecting to destination ts X ri Y o originating number Originating number for outbound ringing call or conference transfer attempt ts X ri q queue
61. meters must be set Note that the default setting of these parameters and even whether or not they are displayed varies depending on whether the switch was ever set up for EAS use The following notes are specific to the menus displayed by the Avaya Definity G3 version 6 or higher The wording and location of these parameters may vary slightly for other versions I Logon to the Definity console using an account with appropriate security such as the init account 2 Enter the Change System Customer Options command 3 On page 3 of the menu the BCMS VuStats loginIDs parameter should be set to N and the EAS parameter must be set to N Note that in some circumstances the BCMS parameter can be set to Y The switch will display a message indicating if it must be changed A Log off for the changes to take effect Log on again using the init account is optional for the following command Enter the Change System Parameter Features command On page 7 of the menu the EAS Enabled parameter must be set to N On page 8 of the menu Auxwork Reason Code Logout Reason Code must both be set to None Chapter 4 Avaya Definity G3 Configuration 45 When defining hunt groups note that the Auto Available Split AAS parameter must be set to N and the skill for the hunt group if this option is displayed must also be set to N Agent phone extensions must be included in the hunt group as group members
62. n future yes logout future yes make call yes yes make call predictive no future message waiting cancel msg wait no future monitor and control DN no yes monitor DN no no Chapter 1 Overview of the Telephony Server 23 Action manual monitor queue no future network take back and transfer yes future off hook no no on hook no no ready in service manual in no yes reconnect held call yes yes redirect alerting call no future route call no yes send all calls cancel send all calls no yes send DTMF tones no yes single step conference yes future third party drop yes yes walk away return from walk away no no wrap up after call wk no yes Troubleshooting notes Overall if an operation cannot be performed via the hard phone it can not be executed by the TS Therefore attempt the operation manually if it fails then the problem is on the PBX configuration Events are associated with the Agent Group an agent belongs to If the incorrect Agent Group is present in the TS configuration VTEL will login the agent and it will work correctly for some operations but not all and not consistently The PBX initiates the communication between the PBX and the host application the TS Furthermore the PBX uses Data Sys Access field on the Data Interlink Record to identify the host application it is talking to Make sure this value is correctly entered in the TS configuration
63. nc Notif Adj 1st 26001 route to ASAI n i 1 1 26002 Route to LAN 1 1 2 26003 Rt LAN thn ASAT n a 1 3 none Defining Vectors Vectors are scripts that contain a series of steps to be executed when the vector is run The following illustrates the definition of vector 1 which following the previous example is the vector executed when a call arrives on VDN 26001 In this example vector 1 causes calls to be adjunct routed to station 24961 Stations are described in Defining Stations on page 39 If the vector were not defining an adjunct route request line 01 would contain the phrase route to rather than adjunct Chapter 4 Avaya Definity G3 Configuration EJ The Avaya Definity G3 will execute step 01 and then will pause until one of the following occurs eContact Telephony requests a transfer The Avaya Definity G3 would then leave the vector and make the transfer 2 More than 4 seconds pass The Avaya Definity G3 would then execute the next command in the vector in this case routing to station 24183 3 If the ASAI link is not operational the Avaya Definity G3 would automatically proceed to step 3 in the vector without waiting the 4 seconds Number 1 Name VECTOR 1 Basic y EAS y G3V4 Enhanced n ANI II Digits n ASAI Routing y Prompting y LAI y G3V4 Adv Route n 01 adjunct routing link 24961 02 wait time 4 secs hearing ringback 03 route to number 24183 with cov n if uncondition
64. nning to eDU failed capture logfiles for eDU and TS Link Heartbeat info ASAI link is up none Link Heartbeat low TS could not enable PBX none TS will initiate heartbeat heartbeat handshakes with PBX instead LinkLostAll emergency Lost all connections to the Check the PBX link Use ASAI switch This is a catastrophic Heartbeat Tracing or Link failure and disconnect events will Status to verify be sent to the client application LinkNotDefined high Link to the switch is not defined Define the link Server will exit NIVR FailedRequest high Failed internal NIVR library call Internal error save TS and VOX logfiles report to Quintus NIVR MissingData info Unable to find all expected data items in a call structure NIVR Unknown VDUID high Unable to find eDU to match to Internal error save TS and VOX the current call logfiles report to Quintus Read high ASAI library call to read socket Note alarm s full details ASAI failed link may need to be reset VDUNotCreated high eDU could not be created for Check the eDU Server and the call major system problem system load Write high ASAI library call to write socket Note alarm s full details ASAI failed link may need to be reset 1 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 APPENDIX A GENERIC CALL FLOWS This appendix illustrates and describes some generic call flows Route Call The following diagram illustrates the events and methods that are exchanged when the TS routes a
65. nvironment a physical extension number is required to invoke a MakeCall or Transfer method on multiple Telephony Servers Neither MakeCall nor Transfer by login ID or logical agent number is supported in a non EAS WAN environment For information on configuring servers for failover refer to Configuring Redundant CTI Links on page 42 For information on configuring the switch for non EAS agents refer to Configuring the Switch in an ACD Environment on page 44 DTMF Requirements The Avaya Definity G3 switch and CallVisor ASAI protocol provide the ability for a call center agent to send DTMF tones to the switch eliminating the need for the agent to switch back and forth between a hard phone and a soft phone Support for this feature requires Version 5 5 or later of the Telephony Server and the VTel client with appropriate settings in the client configuration file Release level 6 or later of the Avaya Definity G3 switch Version G3v6 and GEv7 support CallVisor LAN Client software 6 1 4 6 1 5 or 6 1 6 Version G3v7 requires CallVisor LAN Client software 6 1 6 Reason Code Requirements The Avaya Definity G3 switch provides the ability for a call center agent to enter a numeric code indicating the reason for certain requests Supported requests are to log out or to change work mode to auxwork Use of reason codes requires the following Version 5 5 or later of the Telephony Server and the VTel client with appropr
66. o reflect the new account number if it was collected An additional data element id security could be set to TRUE in the eDU if the ani flag was UNIQUE and the caller entered the correct digits to verify their identity and set to FALSE otherwise This flag could be viewed by the CSR who receives the call to determine if additional steps are necessary to identify the caller These values are set in the eDU with multiple calls to VOX setvdu only one is shown 23 The VOX Server translates each IVR request into a CORBA method call to the eDU Server VDU SetOneValue 24 The eDU Server returns a response to the VOX Server VDU SetOneValue response 25 The VOX returns a response to the IVR script 26 The IVR invokes VOX transfer to send the call to a CSR queue 27 The VOX Server calls TS Transfer on behalf of the IVR 28 The TS instructs the switch to transfer the call Chapter 1 Overview of the Telephony Server Step Explanation 29 The switch places the call on queue and transfers it to the next available agent The agent telephone rings 30 The switch notifies the TS of a transfer to this new phone line The TS keeps track of which calls are associated with which eDUID as the switch transfers calls 3 TS sends a response back to the VOX server TS Transfer response 32 The TS sends an incoming call event TS IncomingCall event to the client application that has previ
67. ocuments may not be distributed outside of Licensee enterprise or used as part of commercial time sharing rental outsourcing or service bureau use or to train persons other than Licensee s employees and contractors for Licensee s internal business purposes unless previously agreed to in writing by Quintus If Licensee reproduces copies of printed documents for Licensee s internal business purposes then these copies should be marked For internal use only within lt Licensee gt only on the first page or cover where lt Licensee gt is the name of Licensee Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation The copyrights to all documentation provided by Quintus are owned by Quintus and its licensors By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions This license only governs terms and conditions of printing online documentation Please reference the appropriate license agreement for terms and conditions applicable to any other use reproduction modification distribution or display of Quintus software and documentation Educational Services Avaya University provides excellent training courses on a variety of topics For the latest course descriptions schedules and online registration you can get in touch with us Through the web from http learning2 avaya com Before You Begin nm Over the phone at 800 337 8941 o
68. of a call If unchecked the TS cannot issue a Third Party Call Control command to the PBX Since only one entity can control any given call this allows the TS to cooperate with other entities that must control calls The default is checked Reason Codes Are Enabled pbx_reasoncodes If the PBX is configured for reason codes and an application plans to use reason codes for agent logouts and agent changeState to Busy this should be enabled Default is disabled Default Logout Reason Code deflogout_reasoncode If reason codes are enabled this code will be used if an agent does not enter a code for logout Default is This field may be required depending on PBX configuration Default AUX Reason Code defaux_reasoncode If reason codes are enabled this code will be used if an agent does not enter a code when changing his or her state to Busy Default is This field may be required depending on PBX configuration Heart Beat heartbeat_frequency If the switch is not configured to initiate a heartbeat handshake this parameter will cause the TS to be the initiator Default is 60 seconds minimum is 15 maximum is 240 seconds 4 minutes Chapter Telephony Server Configuration EJ Label and Internal Name Description Process Prefix If checked makecall destination numbers are internally pbx prefix tracked by the TS without a leading expected 1 The default is unchecked ds timeout Req d no
69. on vduid eDUID of the call tones Maximum of 32 characters from the set 0 9 Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP FAILURE The input parameter exceeds 32 characters or the write to the ASAI socket failed Example Status Vesp Request TS SendDTMFtonesVDU callback user data p session eDU id tones TS TransferCancelVDU Syntax ORBStatus TransferCancelVDU in VDU ID vduid Description This function cancels a transfer begun with the TransferInit VDU function Chapter 5 Interface Definition Language IDL Parameters Value Description vduid eDUID of the call Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Session is invalid VESP ILLEGAL STATE State of the phone is not compatible with the operation VESP FAILURE Request has failed Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS TransferCancelVDU callback user data session vduid TS TransferCompleteVDU Syntax ORBStatus TransferCompleteVDU in VDU ID vduid Description This function completes the transfer started with the initiate transfer function The party on hold is connected with the called third party and the first party is hung up Parameters Value Description vduid eDUID of the call TELEPHONY SERVICES FOR THE AVAYA DEFINIT
70. on your computer italics This font is used to add emphasis to important words and for references to other chapter names and manual titles jump Blue text in online documents indicates a hypertext jump to related information To view the related material click on the blue text TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Notes Tips and Cautions TR amp Note note calls attention to important information gt S Ro Tip A tip offers additional how to advice Caution caution points out actions that may lead to data loss or other serious problems Contacting Technical Support If you are having trouble using Quintus software you should Retry the action carefully following the instructions given for that task in the written or online documentation 2 Check the documentation that came with your hardware for maintenance or hardware related issues 3 Note the sequence of events that led to the problem and the exact messages you see Have the Quintus documentation available 4 If you continue to have a problem contact Quintus Technical Support by logging in to the Quintus Technical Support web site www quintus com qq Calling 888 TECHSPT or 888 832 4778 in the U S and Canada from 8 30 a m to 8 30 p m EST Monday through Friday excluding holidays International users should call 512 425 2201 or calling 1 800 242 2121 in the U S only Email your question or problem to
71. only called Number originally dialed dest Destination of the call At first this is equivalent to the DNIS but it changes as the call is routed through the system orig Caller or originator of the transfer or conference vdu_id eDUID of this call TS ServerFailed This event informs a client application that the server has failed TS SessionFailed This event informs a client that the PBX has rejected the association with the phone The client must de assign and assign again Chapter 6 Events TS Transfer This event informs a client that a call has been transferred The transfer event contains the name value pairs of all parties in the resulting call The Transfer event is sent to the client initiating the transfer Field Description vdu_id VDUID of this call call_ref_id Previous reference id of call used for debugging purposes only new_call_ref_id New call reference id orig The equipment number physical phone number of the party that initiated the transfer dest The physical extension number For external transfers this is the external phone number dialed This event can contain multiple dest name value pairs called The number used by the Telephony Server to place the call This could be an equipment number a logical ID or a queue number number in call Number of monitored extensions for this call if reported by switch 92 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 CHAPTER 7 ALARMS
72. onment 44 5 INTERFACE DEFINITION LANGUAGE IDL 47 We distat 47 M thod Overview saws ei ks aee ERE SERES i S 48 Adding a Client to an eDU s List of Interested Parties 50 Method Descriptions 51 Contents EV EINES a esee e pad pe in Grat ee a CA 83 oat vs ve ac I petis 83 Event Descriptions 2 99 4e9 xw See ee es E ER eee RETE rs 84 TEARM Ru STRA dl 93 List of Alarms 93 GENERIC CALL AO 97 97 Inbound 4 caca ue RR Vos od d o ERU ES RR 99 Outbound 253 CROACIE EO adu 68 100 Busy Destination ss awe Re x RR OSA We EET 102 Bind Teanstetace vs ewe eec ER xod EE MENS ES 102 Consultative Transfef v d ee RE REGE RR 104 Internal oae Gong selena e Weg SR EON IR NOS QUAE Se ae XU 106 QES S I CALD CONTAINERS 2 4 textos deb eot lec 109 Qes 5 1 Call Container Contents 109 Reporting from QeS 5 1 Call Containers 113 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 BEFORE YOU BEGIN Typographical Conventions This guide uses the following font conventions Font Type What It Means code This font signifies commands or information that you enter into the computer or information contained in a file
73. our new Avaya software Electronic Documentation The electronic documentation in PDF and or HTML format for each Quintus eContact Suite product is installed automatically with the program Electronic documentation for the entire Quintus product suite is included on the product CD ROM and the documentation CD ROM Printed Documentation You can purchase printed copies of these manuals separately Consult with your sales representative or with Customer Support for assistance TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 License to Print the Electronic Documentation Online copies of documentation are included on the CD for every software release Quintus customers who have licensed software each a Licensee are entitled to make this online documentation available on an internal network or intranet solely for Licensee s use for internal business purposes and Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes Right To Print License Terms Documents must be printed as is from the provided online versions Making changes to documents is not permitted Documents may only be printed by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee s internal business purposes and subject to all applicable license agreements with Quintus Both online and printed versions of the d
74. ously assigned to the new extension The event contains the eDUID for the call 33 Telephony server notifies eDU server of the call transfer via a VDU SetAndTransfer 34 sends a response to telephony server VDU SetAndTransfer response 35 n this case we assume that the client application has previously assigned to the eDU Server to place a watch on any eDUs that contain data elements that meet a certain criteria such as agent name When the TS transfers the call it also modifies the agent parameter in the eDU step 33 This causes the eDU Server to send a VDU Watch event to the client application signifying that a eDU has met the watch criteria This event contains the eDUID and all data elements stored so far in the eDU for this call The client application can then populate the screen without a separate query to the eDU Server n TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 The following diagram uses a different method to illustrate the same call flow Telephony VOX eDU Agent Cod PBX YRU Server Server Server Phone Agent PC 2 14 15 gt B Chapter 1 Overview of the Telephony Server n0 Supported Operating Systems The telephony server as implemented for the Avaya Definity G3 runs on the following operating systems Microsoft Windows NT 4 0 service pack or Windows 2000 SCO Unixware 7 1 Solaris S
75. pment number physical phone number of the party that placed the call or initiated the transfer or conference to the party receiving this event queue The number of the queue that routed the call If only one queue is involved in the call this will be the same as the called field If a queue overflows called will contain the dialed queue and queue will contain the queue that actually routed the call to the agent vdu id eDUID of the call TS Queued This event informs a client application that a call has been queued When the call is finally answered a connect event is generated In addition to telling the client that its associated telephone number is alerting it also passes the eDU with the event to the client Field Description call ref id Call reference ID of call used for debugging purposes only number in queue Number of calls in the queue queue Number dialed to access the queue vdu id eDUID of this call 90 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS Ring This event informs a client application that a telephone line for which it is responsible is in the ringing state or has received a call set up request In addition to telling the client that its associated telephone number is alerting it also passes the eDU with the event to the client This event occurs for outbound transferred and conferenced calls Field Description call_ref_id Call reference ID of call used for debugging purposes
76. r 800 288 LEARN 800 288 5327 Through email at trainingadmin quintus com TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 1 OVERVIEW OF THE TELEPHONY SERVER Computer Telephony Integration CTI involves seamlessly integrating telephone hardware e g switches computers and software The Telephony Server is at the core of the eContact Telephony solution What is the Telephony Server The Telephony Server TS is the eContact Telephony component responsible for linking Quintus eContact to CTI products such as private branch exchange PBX systems automatic call distribution ACD systems and integrated voice response IVR or VRU systems Using the TS other servers and clients in the eContact Telephony environment request telephony services transfer or route a call hang up a call and so on by invoking TS methods Clients and servers also assign to the TS to receive telephone related events e g there is a call from customer 999 1111 The Telephony Server insulates client applications from the telephone switch and its interface by encapsulating switch specific features Client applications are thus portable across multiple types of switches CTI links and other types of telephony interfaces such as ISDN TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Multiple Telephony Servers can be implemented for redundancy to enable automatic restart and recovery without user intervention in
77. rminated Client TS Client 2 4 7 s 4 7 8 4 10 i 11 i 12 gt Step Appendix A Generic Call Flows Description Client invokes TS MakeCallVDU dest method on the TS TS returns TS MakeCallVDU response dest vdu id to Client TS sends a TS Ring event vdu id call ref id to Client A N TS sends a TS IncomingCall event vdu_id ani dnis call_ref_id to Client 2 Client 2 invokes a TS AnswerVDU vdu_id method on the TS TS returns a TS AnswerVDU response vdu_id to Client 2 TS sends a TS Connect event vdu id call ref id to Client TS sends a TS Connect event vdu id call ref id to Client 2 wm Client invokes a TS HangupVDU vdu id on the TS 10 TS returns a TS HangupVDU response vdu_id to Client TS sends a TS Disconnect event vdu id call ref id to Client 12 TS sends a TS Disconnect event vdu id call ref id to Client 2 D TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Busy Destination The following diagram illustrates the methods and events that are exchanged when the call destination is busy Client TS Step Description Client invokes TS MakeCallVDU dest on the TS 2 TS returns TS MakeCallVDU response dest vdu_id to the client 3 TS returns TS Busy event vdu_id call_ref_id to the client B
78. s an extension number the call will be made to that extension Value Description VESP SUCCESS Request was successful Value Description VESP BAD SESSION Session is invalid VESP FAILURE Request has failed possible internal protocol problems Chapter 5 Interface Definition Language IDL Dm Value Description VESP ILLEGAL STATE State of the phone is not compatible with operation VESP RESOURCE NOT AVAILABLE No call to transfer Example VDU ID vduid 3016acec000700007800002c1b580002 status Vesp Request TS TransferVDU callback user data session vduid 4500 TS WrapUp Syntax ORBStatus WrapUp void Description This function places the phone in a wrap up state This method is only useful for ACD phones Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Session is invalid VESP FAILURE Request has failed VESP SERVICE NOT AVAILABLE Service not available Example status Vesp Request TS WrapUp callback user data session E TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 CHAPTER 6 EVENTS This chapter describes the Telephony Server event messages List of Events The following events are generated when a state change has occurred on the switch It is possible to receive an event before getting a response to the request that initiated the action Event Description Busy Destination is bus
79. sent to an agent queue Note Currently this value is always zero 0 Subsequent releases of the telephony server will supply more meaningful values voice X ringtime time in seconds Time reported by the switch between agent phone starting to ring and agent answering the phone TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Explanation Time reported by the switch between agent answering the phone and agent hanging up the phone Name Value voice X talktime time in seconds voice X transfer phone number The phone number to which the call has been transferred About Clock Synchronization If the Telephony Server and eDU Server are running on different machines you must keep the clocks on the two machines synchronized Several tools are available for synchronizing clocks including the UNIX timed time daemon process which synchronizes a group of UNIX servers to a master clock See the documentation for your operating system for more information about clock synchronization tools Reporting from Call Containers State durations connect duration talk time hold time etc and event counts number of times a call was placed on hold etc are not calculated by the TS but can be derived from the time stamps and other information in a call container The following table describes use of the process measurement data in a call container Chapter 2 Tracking Call and Agent Data 29 call containers s
80. support quintus com You may be asked to email one or more files to Technical Support for analysis of your application and its environment FS Note If you have difficulty reaching Quintus Technical Support through this URL E or this email address please go to www avaya com for further information Before You Begin Dm Product Documentation Most Quintus product documentation is available in both printed and online form However some reference material is available only online and certain information is available only in printed form A PDF document with detailed information about all of the documentation for the Quintus eContact Suite is included in the directory on the product CD ROM This PDF document is also included on the separate Documentation CD ROM Readme File The Readme file is an HTML file included on the Quintus eContact Suite software CD ROM This file contains important information that was collected too late for inclusion in the printed documentation The Readme file can include installation instructions system requirements information on new product features and enhancements suggested workarounds to known problems and other information critical to successfully installing and using your Quintus software You may also receive a printed Readme Addendum containing similar information uncovered after the manufacture of the product CD ROM You should review the Readme file and the Readme Addendum before you install y
81. t An outside party is anyone who is not a corporate employee agent subcontractor or working on your company s behalf Whereas a malicious party is anyone including someone who may be otherwise authorized who accesses your telecommunications equipment with either malicious or mischievous intent Such intrusions may be either to through synchronous time multiplexed and or circuit based or asynchronous character message or packet based equipment or interfaces for reasons of Utilization of capabilities special to the accessed equipment Theft such as of intellectual property financial assets or toll facility access Eavesdropping privacy invasions to humans Mischief troubling but apparently innocuous tampering Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions associated with your system and or its networked equipment Also realize that if such an intrusion should occur it could result in a variety of losses to your company including but not limited to human data privacy intellectual property material assets financial resources labor costs and or legal costs Trademarks Quintus WebQ CustomerQ VESP CONVERSANT and DEFINITY are registered trademarks of Avaya Inc The Quintus logo the WebCenter logo Quintus eContact HelpQ CallCenterQ HRQ SalesQ Quintus CTI NabCTI QCTI QManager
82. t out string time gt Description This function returns a string consisting of the current day month year and hour Parameters Value Description time A string containing the date and time Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_FAILURE Request has failed possible internal protocol problems Example status Vesp_Request TS GetPBXTime callback user_data session amp time TS GetPhonelnfo Syntax ORBStatus GetPhoneInfo lt in string selection gt lt out SeqCouple info gt Description Returns switch dependent information about the state of a phone If the client is an ACD or EAS agent the mode is also returned Chapter 5 Interface Definition Language IDL Parameters Value Description selection Kind of information to be retrieved Possible values are type Domain type and extension type of this agent s teleset login Agent login audit information eas or acd Agent state information about both talk state idle or in call and work mode state busy wrap up auto ready ready empty string If the agent s type is eas or acd requests the same information as eas or acd above If the agent 5s type is neither eas or acd requests the same information as station info A sequence of couples containing call state and agent mode State can be active idle or null
83. tVDU in VDU ID vduid in string dest ORBStatus MakeCallVDU in string dest out VDU ID vduid ORBStatus MakePredictiveCallSetVDU in VDU ID vduid in string dest in string rings in string allocation ORBStatus MakePredictiveCallVDU in string dest in string rings in string allocation out VDU ID vduid ORBStatus Ready ORBStatus ReadyAuto ORBStatus Route in VDU ID vduid in string dest ORBStatus RouteWithInfo in VDU ID vduid in string dest in string info ORBStatus SendDTMFtonesVDU in VDU ID vduid in string tones ORBStatus TransferCancelVDU in VDU ID vduid ORBStatus TransferCompleteVDU in VDU ID vduid ORBStatus TransferInitVDU in VDU ID vduid in string dest ORBStatus TransferVDU in VDU ID vduid in string dest ORBStatus WrapUp Method Overview The following are brief descriptions of the methods available for use with the Telephony Server as implemented for the Avaya Definity G3 Detailed descriptions begin on page 51 Chapter 5 Interface Definition Language IDL 49 In the descriptions the term first party signifies the client invoking the method second party is the party to whom the first party is connected and third party is the party brought into an existing call Method AnswerVDU Assign Busy BusyTerminate BusyWithReason ConferenceCancelVDU ConferenceCompleteVDU ConferencelnitVDU DropVDU FindVduFromAni GetPBXTime GetPhoneln
84. tax ORBStatus FindVduFromAni in string ANI in SeqString WantVDUDatas gt out VDU ID vdu id out SeqCouple VDUData void Command in string command in string optl in string opt2 Chapter 5 Interface Definition Language IDL n Description This is a server to server method Any server running in a VRU hetero switch transfer environment must implement this method even if that server is not configured to execute it Library calls will invoke this method even if the method returns a not found here response Parameters Value Description WantVDUData Data that the invoking server wants the TS to put into the eDUID for this call ANI Automatic Number Identification service in this case this is the reserved phone number responsible for this call s arrival at the TS vdu id eDUID for this call VDUData Data requested via the WantVDUData input parameter Returns Value Description VESP SUCCESS An eDUID was located mapped to this ANI and all data items specified in the WantVDUData parameter were located VESP PARTIAL SUCCESS Similar to VESP SUCCESS but not all data items specified in the WantVDUData parameter were found Exceptions Value Description VESP NOT FOUND Library lookup indicated there was an eDUID mapped to an ANI but the function did not return the eDUID 62 TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 TS GetPBXTime Syntax ORBStatus GetPBXTime l
85. th the eContact Manager For information on configuring agents in hunt groups refer to Defining Hunt and Skill Groups on page 41 The table lists the label used when configuring with eContact Manager followed in parentheses by the parameter name as it is required internally by the TS Label and Internal Name Description Phone ID For EAS agents this is the agent s login ID For non EAS this can phone be any identifier for the agent For a direct connection one without any queue involvement this is the physical teleset extension Password For EAS password to log in phone This can be supplied at phone_ passwd TS Login time Not used for non EAS agents Phone Type phone_type Agent work mode ACD signifies non EAS If empty a direct phone one with no queue involvement is assumed Equipment equipment Phone number of teleset If used the agent does not have to enter an equipment number when logging in This number can be overridden at log in time CHAPTER 4 AVAYA DEFINITY G3 CONFIGURATION This chapter describes how to configure the Avaya Definity G3 for use with the telephony server Call Adjunct Routing Call adjunct routing is the process by which a switch informs eContact Telephony that a call has arrived and eContact Telephony informs the switch that the call should be routed to a particular destination There are several steps involved in call adjunct routing as outlined below
86. unicates link with the switch such as dev asai asai If you are using MAPD enter the IP address of the MAPD card set Signal Number When configuring multiple Telephony Servers on a single nodel machine specify the signal number for the ASAI line associated with each Telephony Server in the format signalnn If not specified default is signalO TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Label and Internal Name Create Containers Description If checked the TS will create a TS container to store tscon information about calls for reporting purposes for more information see Chapter 2 Default ANI Changes the default ANI used when no explicit ANI is defani known Default is 5556666 Maximum length is 32 PBX Version A digit identifying the version of the Definity switch 6 for pbxver version 6 or higher For MAPD default is 6 Call Timeout calltimeout The number of seconds used to define an old call The default is 7200 seconds two hours Minimum value is 60 seconds The age of calls is checked every five minutes and old call information is eliminated Route Timeout routetimeout The number of seconds used to define an old route request The default is 120 seconds two minutes Minimum value is 60 seconds The age of route requests is checked every five minutes and old route information is eliminated Call Control callcontrol Specifies whether the TS can take control
87. x ORBStatus BusyTerminate void Description Make an ACD phone available to receive calls The phone would be in the Ready state Returns Value Description VESP SUCCESS Request was successful Exceptions Value Description VESP BAD SESSION Session is invalid VESP FAILURE Request has failed possible internal protocol problems VESP SERVICE NOT AVAILABLE Service not available Example status Vesp Request TS BusyTerminate callback user data session Chapter 5 Interface Definition Language IDL TS BusyWithReason Syntax ORBStatus BusyWithReason lt in string reasoncode gt Description This function changes an agent s work mode to AuxWork Parameters Value Description reasoncode Code that represents the reason for work mode change Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_FAILURE Request has failed possible internal protocol problems Example status Vesp Request TS BusyWithReason callback user data Session reasoncode TS ConferenceCancelVDU Syntax ORBStatus ConferenceCancelVDU in VDU ID vduid Description This function cancels a conference begun with the Conferencelnit function Parameters Value Description vduid eDUID of the call TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Returns Value Description VESP_SUCCESS Request was successful Exceptions Value Description VESP_BAD_
88. y CallOffered Inbound call has entered a monitored queue Conference Call has been conferenced Connect Call has been connected with an end point Disconnect Call has been terminated Drop Party has dropped from the call Hold Call has been put on hold HoldReconnect Call has been taken off hold IncomingCall A call is present at the device E TELEPHONY SERVICES FOR THE AVAYA DEFINITY G3 Event Description Queued Outbound call has been queued Ring End point is ringing ServerFailed Server has failed SessionFailed PBX has rejected the association with the phone Transfer Call has been transferred Event Descriptions This section describes the Telephony Server events and the fields returned with each event CK Note This section lists some of the fields returned with each event Additional x information may be returned The fields are not necessarily listed in the order in which they are returned This event informs the client application that the party called is busy Field Description called The number used by the Telephony Server to place the call This could be an equipment number a logical ID or a queue number cause Reason why phone is busy as reported by the switch vdu id eDUID of the call Chapter 6 Events 8s TS CallOffered This event informs the client application that an incoming call has entered a monitored queue Field Description call_ref_

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