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DEFINITY ECS Network Call RedirectionNetwork Call Redirection1General InformationNetwork Call RedirectionGeneral InformationOverviewAudienceIn thisdocumentBefore youstart: platform00Today, call center customers are looking for many ways to reduce their costs.One of these ways is to employ Public Switched Telephone Network (PSTN)Virtual Private Networks (VPNs) to eliminate as much private network cost aspossible. These cost reductions are particularly valuable in enterprises ormulti-site call-center environments and especially to Enterprise call centerswhere network costs are typically high. Network Call Redirection (NCR) offersa call redirection method between sites on a public network or a PSTN VirtualPrivate Network, to help reduce trunking costs.This document is intended for external customers, and for Avaya Inc. internalaudiences. External customers include DEFINITY administrators and CallManagement System (CMS) administrators.This document contains information on the following topics:00 Feature descriptionFeature administrationTroubleshooting and things to knowNetwork Call Redirection is a new, optional DEFINITY ECS feature availablestarting with the Release 8.3 ECS. Full administration support of the feature isprovided with the DEFINITY ECS R8.3 SAT or later. In addition, route-tonumber support for r vector administration has been added with Release 3Version 9 CentreVu CMS and CentreVu Visual Vectors Version 9.0,scheduled for release in 2001. Existing R3V6 or later CMS and Visual Vectorsadministration support for BSR will support NCR. BSR is not supported onCategory B switches - DEFINITY BCS and GuestWorks. NCR requires theCustomer Option Activated 1227-NCR PEC. Changes provided in DEFINITYR9.5 are required for reliable operation with the MCI * WorldCom NetworkCall Transfer network service.*MCI is a registered trademark of MCI WorldCom.0

DEFINITY ECS Network Call RedirectionNetwork Call Redirection2General InformationNCR may only be activated for incoming ISDN trunk calls where theassociated trunk group has been enabled by the public network serviceprovider to use Network Call Transfer or Network Call Deflection features.Also, NCR supports Information Forwarding for AT&T In-band Transferand Connect network service.NCR can be activated by the DEFINITY Best Service Routing feature’squeue-to-best vector step, which is the best approach for interflowingcall center calls. See the DEFINITY Enterprise Communications ServerCall Vectoring/Expert Agent Selection Guide, 585-230-521 for completeinformation on BSR and Information Forwarding.ImportantCompliance00Until NCR has been tested on specific PSTNs, performance is notguaranteed. To verify operability, contact your CRM Regional OfferManager.DEFINITY Network Call Deflection support is compliant with ETSISupplementary Services Network Call Deflection ETS 300 207-1 (partialcall rerouting in the public network). Network Call Transfer is compliantwith ANSI Explicit Network Call Transfer T1.643 (1995).In the United States, NCR (specifically Network Call Transfer) is currentlyonly supported by MCI WorldCom on their Option 2 and 3 networks witheither DMS 250 or DEX 600 netowrk switches. DEFINITY R9.5 is requiredfor operation with MCI WorldCom. Outside of the United States, there areseveral carriers supporting NCR (specifically Network Call Deflection).These carriers include Deutsche Telekom in Germany and British Telecomin the United Kingdom, as well as carriers in France, Australia, andSingapore. NCD works on a number of PSTN switches outside the UnitedStates, including the Alcatel* M25 switch in France, the Alcatel S-12 switchin Germany, and the GTX† System X switch in the United Kingdom. Othercarriers and countries are expected to add support in the near future.Important0The compliance requirements are needed to negotiate service with yourPSTN. There are PSTN-imposed limits from country to country as to howmany times a call can be redirected. Also, PSTNs typically charge for theredirect and UUI transport services.*Alcatel is a trademark of Compaganie Financiere Alcatel, Paris, France†GTX is a trademark of the Global TeleExchange

DEFINITY ECS Network Call RedirectionNetwork Call Redirection3General InformationTrunkingconsiderations0The MCI network requires that the calls being transferred are on the sameDirect Access Line (DAL). DEFINITY enforces this by only requesting NCTfor two calls using the same signaling group. This will result in sending therequest on the same D-channel used for the first call with associatedsignaling or on the associated D-channel when active with Non-FacilityAssociated Signaling (NFAS) D-channel backup configuration.With vector-invoked NCT (BSR or route-to-number), the second leg of thecall is placed over an idle trunk in the same trunk group as the incomingcall to ensure that invocation of NCT is done over the same signalinggroup. Therefore, vectoring activation of NCT requires that the trunk groupbe a two-way trunk group.Call-by-Call Service Selection and Usage Allocation can be used toreserve a number of trunks in the two-way trunk group. Use the trunkgroup Call-by-Call Service Selection (CBC) Usage Allocation capabilitiesto reserve several trunks for outgoing calls. Set the incoming call NSF(Network Specific Service) type(s) minimum channels to the amount to bereserved and the maximum to the total trunks, less the amount reserved.With station, ACD agent, or CTI-initiated conference/transfer, if the secondleg of the call is set up over an outgoing trunk with the same signalinggroup as the incoming call, then NCT can be invoked when the transfer isrequested. If an outgoing trunk group is assigned to the same signalinggroup as the incoming trunk group and that outgoing trunk is selected bythe outgoing call (using ARS) placed by the user/CTI application fortransfer, then a two-way trunk group is not required.Interactions withother call centerfeaturesNCR interacts with or affects the following DEFINITY components:0 Information Forwardingstation transfer by DCP set Transfer button/hangup or switch hookflash transfer by hangupstation transfer by DCP set Conference button, in which theconferencing (middle) party connects the two calls and then hangs upASAI third-party call transferISDN trunk administrationAttendant VectoringCall Vectoring and Best Service Routing (BSR)

DEFINITY ECS Network Call RedirectionNetwork Call Redirection4General InformationCMS, VisualVectors, andCentreVuSupervisor 0 CMS Reporting and/or administration on public network calls thathave been rerouted to another public network endpoint using NCRwill be provided by the following Avaya Inc. products:Release 3 Version 6 (R3V6) CentreVu CMS or later (reporting),administration of r with R3V9Release 6 CentreVu Supervisor or later (reporting)CentreVu Visual Vectors Version 1.0 or later (administration, BSRvector support)CentreVu Network Reporting Version 8 or later (reporting)Currently, the r vector step used to activate NCR cannot be administeredwith CMS. Beginning with R3V9 CMS and Release 9 Visual Vectors, the rvector step can be administered using those products.Reporting of calls that have been rerouted to another public switchedtelephone network (PSTN) endpoint by NCR will be available on thefollowing products when used with a DEFINITY ECS R8.3 or later: Release 3 Version 6 (R3V6) CentreVu CMSRelease 6 CentreVu SupervisorISDN calls that are rerouted by NCR to multiple DEFINITY ECS sites willbe reported by CentreVu Explorer II Version 1.0 or later when used withR3V6 or later CMS by using the Universal Call ID (UCID) information thatis part of the User-to-User Information for ISDN calls rerouted by NCR.CMS database0CMS database items are affected by NCR, as follows: DEFLECTCALLS: In the vector and VDN tables, theDEFLECTCALLS item includes the number of calls redirected usingNCR through the BSR feature by using the route-to-number r orqueue-to-best commands. Successful NCR attempts are pegged asDEFLECTCALLS.INTERFLOWCALLS: In the vector and VDN tables, theINTERFLOWCALLS item includes successful BSR interflows usingNCR redirectionsLOOKATTEMPTS: In the vector and VDN tables, theLOOKATTEMPTS item includes the number of times the LookaheadInterflow or BSR Interflow was attempted for calls in the vector.Successful Lookahead Interflow or BSR attempts are also counted.NCR invoke attempts (Network Call Deflection or Network CallTransfer) are also reflected in LOOKFLOWCALLS.

DEFINITY ECS Network Call RedirectionNetwork Call Redirection5General Information Station CallTransfer/Conference0LOOKFLOWCALLS: In the vector and VDN tables, theLOOKFLOWCALLS item includes the number of INTERFLOWCALLSthat were redirected by the Lookahead Interflow or BSR features.LOOKFLOWCALLS is a subset of INTERFLOWCALLS and includesLOOKATTEMPTS for the Lookahead Interflow or BSR interflows.With BSR interflow via trunk-to-trunk transfer or NCR, everyLOOKATTEMPT will also be counted as a LOOKFLOWCALLSunless a failure occurs.An incoming ISDN call (over a trunk with NCT PSTN service) is answeredat the station or voice response unit (VRU or IVR). The station user/VRUanswers the call and initiates a “station call transfer” using the transferfeature button or a switch hook flash. The DEFINITY automatically willsend the invoke NCT ISDN FACility message when the transfer iscomplete only if NCT is assigned to the incoming trunk group and the callis eligible for NCT — that is, if the second leg of the call has been set upover a trunk with the same signaling group as the incoming call and thesecond leg call has been answered. If the station user initiates andcompletes a three-way conference instead, the DEFINITY automaticallysends an invoke NCT ISDN message when the initiating station userdrops from the three-way conference.

DEFINITY ECS Network Call RedirectionNetwork Call RedirectionWhat is Network Call Redirection?6What is Network Call Redirection?OverviewNetwork CallTransfer00Call redirection using NCR is accomplished by using either the publicnetwork’s NCD or NCT options. NCD “clear call upon invocation” is onlyoffered outside of the United States. In the United States, only NCT isoffered. In the future, the NCD “retain call until alerting/connect” option willbe provided by public networks outside of the United States, but it is notcurrently available.NCT occurs after the call is initially answered. With NCT, the DEFINITY isrequired to set up the second leg of the call and then wait for the secondsite to acknowledge before requesting the PSTN to transfer the first leg ofthe call to the second leg, and before the PSTN drops the trunks to theDEFINITY. The benefit is that the DEFINITY retains control over the calland can redirect the call using the trunk-to-trunk method should the NCTinvocation fail. Therefore, the NCT option is the most reliable.After the second leg of the call is initiated and acknowledged by the publicswitch, and then answered, the public network joins the original ISDNcaller to the redirected-to endpoint and then drops both the original ISDNcall and the second leg of the call at the redirecting DEFINITY ECS.Network CallDeflection0NCD occurs before the call is initially answered. With NCD, the publicnetwork sets up the second leg of the call to the redirected-to locationwhen the DEFINITY deflects the call. There are two PSTN options forNCD, per the ETSI standards: “retain call until alerting/connect” and “clearcall upon invocation.” This is commonly referred to as a partial call reroute.With the “clear call on invocation,” which is the only NCD operationcurrently available, the DEFINITY loses control of the call once the call hasbeen transferred to the public network for redirection. The DEFINITY doesnot retain control of the call until it has been acknowledged by the network,so there is no alternative transfer possible if the public switch cannotacknowledge and transfer the call to the second location.0

DEFINITY ECS Network Call RedirectionNetwork Call RedirectionWhat is Network Call Redirection?7The “retain call until alerting/connect” option is not widely available (noknown PTSN offers it at this time). With this option, the PSTN sets up thesecond leg of the call and waits until an alerting message is receivedbefore the first leg of the call is dropped. In this case, if the second leg ofthe call fails, then the DEFINITY can redirect the call through anothermethod (such as trunk-to-trunk connection) and not lose the call.PSTNconsiderations0There may be limits placed on the number of times a call may beredirected over the public network. These limits are imposed by the publicnetwork service provider. For example, in the United States, MCI currentlyallows only one redirection per call. In the United Kingdom, there is a limitof 20 call deflections per call. In addition, there may be additional chargesassociated with redirected calls.Additionally, some public network service providers do not supportforwarding of User-to-User Information (UUI). UUI includes ASAI Userdata, collected digits, VDN name, VDN in-time (as reflected by theNETINTIME database items), and UCID. This means that InformationForwarding will be lost and the second leg of the redirected call will looklike an entirely new call to the redirected-to DEFINITY at the secondlocation. One of the data items lost is the VDN name, which is rerouted tothe originally called service (DNIS) information. The indication that the callhas been forwarded can be achieved by using dedicated VDNs for callforwarding, but it does reduce the benefits of information forwardinginherent with NCR. Also, this option limits CTI applications as there is noASAI information or UCID forwarded.ImportantInformationForwardingsupport for AT&TIn-band Transfer& Connect00At this time, no PSTNs are offering the Network Call Deflection “retain calluntil alerting/connect” operation. Therefore, only the Network CallDeflection “clear call upon invocation” offer is available from PSTNs. Bothmethods are described in this document. It is advised that you negotiatewith your PSTN as the NCR feature will work on either platform. NCR islimited by which PSTN platform is available to you.Enabling NCR also provides Information Forwarding support for the AT&TTransfer and Connect In-band network service ISDN D-channel dataforwarding capability starting with DEFINITY R9.2 load 35. The DEFINITYInformation Forwarding feature forwards User-to-User Information (UUI)associated with the call to the “transferred to” location. When NCR isactive in the DEFINITY system, transferring the call using Call Vectoringand AT&T In-band Transfer and Connect, the disconnect vector stepwill include the codeset UUI IE in the ISDN DISCONNECT message.

DEFINITY ECS Network Call RedirectionNetwork Call The NCR feature uses either the Network Call Transfer (NCT) or NetworkCall Deflection (NCD) operations provided by the PSTN to redirect anincoming ISDN call from a DEFINITY Enterprise Communications System(ECS) to another PSTN endpoint. In the call center environment, NCR isintended for multi-site configurations where ISDN calls are interflowedbetween DEFINITY Enterprise Communications Systems (ECSs) over thePSTN by Best Service Routing feature’s queue-to-best vector step,which is the best approach for administration.The NCR feature can also be used to redirect an incoming ISDN call byeither of the following methods: as a substitute for the Lookahead Interflow or non-attendant callvectoring using the r route-to-number vector stepattendant call vectoring, by using the r route-to-number vectorstepASAI Third-Party Merge/Call Transfer Operation (Network CallTransfer only)station transfer by DCP set Transfer button/hangup or switch hookflash transfer by hangupstation transfer by DCP set Conference button, in which theconferencing (middle) party connects the two calls and then hangs upThe NCR feature is designed to optimize the rerouting of ISDN calls overthe public network since no DEFINITY ECS trunks are retained at theredirecting DEFINITY after the call is rerouted.Additionally, NCR may be activated and tracked with ASAI/CTI. The ASAIevent reporting capabilities allow tracking of the NCR-redirected calls bytheir Universal Call ID or ASAI User-to-User Information.Before you start:platform0Network Call Redirection is a new DEFINITY ECS feature availablestarting with the Release 8.3 ECS. Full administration support of thefeature is provided with the DEFINITY ECS R8.3 SAT or later. For detailedinformation, see “Before you start: platform” on page 1 of this document.

DEFINITY ECS Network Call RedirectionNetwork Call Redirection9ImplementationNCR activationusing DEFINITYECS CallVectoringIf NCR is activated using either the route-to-number or queue-tobest vector steps, either the NCT or the NCD options may be used toredirect an incoming call while the call is still being processed by theDEFINITY ECS vector.0The NCR feature is activated by DEFINITY call vectoring if: The Best Service Routing feature selection of a “best location” hasbeen administered with the Net Redir? option set to Y on the BSRApplication Table form (with both BSR and LAI active), followed bythe execution of the queue-to-best vector step (see“Administration” in this document).The route-to-number vector step is administered with a r as thefirst item in the number field (with or without the LAI option set to “Y”or with Attendant Call Vectoring active — the administration for r inroute-to-number vect

Document Title: Definity Enterprise Communications System (ECS) Network Call Redirection Document No.: 555-233-759 Issue 2.0 Date: July 2001 Lucent Technologies welcomes your feedback on this document. Your comments are of great value in helping us to improve our documentation. 1. Please rate the effectiveness of this document in the .