AT&T 585-350-812 manual Data Screen Delivery Applications gateway.pic

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ASAI Overview

Figure 1-3. Data Screen Delivery Applications gateway.pic

Note that the delivery of data screens is not a function of the VIS itself. A special host application is developed by your company or a third party to perform this function. The VIS acts as a communications gateway between the DEFINITY Generic 3i and the host computer. A monitoring application on the VIS provides the ability to track the status of calls on the DEFINITY Generic 3i. This monitoring application receives information about calls delivered to live agents and forwards this information to the host application. The host application in turn uses this infor- mation to deliver a data screen to the agent receiving the call.

The information made available to the host includes which agent receives a partic- ular call and the ASAI information associated with the call such as ANI, DNIS, and any DEFINITY Generic 3i call prompting information collected from the caller. In addition, the call may have been serviced by a VIS voice script and then trans- ferred to a live agent. In this case, information collected in the voice script can be saved and then passed to the host at the time the call is delivered to the agent. Monitoring applications on the VIS can therefore be used to support data screen delivery for three different call flow scenarios as described below:

VIS-to-Agent Transfers — In this call flow scenario, calls are initially deliv- ered to the VIS and then transferred from the VIS to a live agent. Data screens delivered to agents in this scenario can be based on information collected in a voice script in addition to ASAI information such as ANI, DNIS, and call prompting information collected by the DEFINITY Generic 3i.

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Contents Conversant VIS Adjunct Switch Application Interface Blank Contents Asai Administration Asai Script Builder Actions Vi Issue 1 October Asai Overview System Monitor Voice Channels Asai Voice Response ApplicationsPage Routing Applications Asai Routing Application route.picData Screen Delivery Applications Data Screen Delivery Applications gateway.pic Page Advantages Using the VIS Asai Feature Enhanced Customer ServiceReduced Cost of Doing Business Asai Overview Asai Application Planning Design Overview Asai Application Planning DesignVIS Script Design Asai Voice Script Design Page Routing Script Design Page Monitoring Script Design Page VIS-to-Agent Transfers Page Agent-to-Agent Transfers Page Blind Transfer Page Consult Transfer Page Page Host Application Planning and Design Asai Voice Response Application Considerations Routing Application ConsiderationsData Screen Delivery Application Considerations Page Communications System Planning Call Center Operations Planning Page Asai Installation Installation OverviewPrerequisites for Asai Installation Asai Hardware Architecture Typical Hardware ArchitectureInstalling Asai Hardware Base RAM Address Selection SwitchesIpci Switch Settings Installing Asai Software Conversant VISControl and ALT Removing the Asai Software Asai Administration Asai Administration OverviewVoice System Administration Feature Packages Asai Administration Screen Channel Administration Change a Channel EntryPage Page Add Channel Entry Add Channel Entry Screen achannel.psChange Channel Entry Change Channel Entry ScreenVirtual Channel Administration Remove Channel EntryPage Page Diagnose Ipci Board Diagnose Ipci Board ScreenDomain Administration Domain AdministrationPage Page Page Add Domain Entry 10. Add Domain Entry ScreenChange Domain Entry Remove Domain EntryInitialize Ipci Board Initialize Ipci BoardParameter Administration Asai ParametersPage Trace Detail Display Show Asai Software Version 14. Show Asai Software Version Screen version.psShow Status Asai Link Show Status of Asai LinkShow Status Asai Link Displays Take Ipci Board Off-line Take Ipci Board Off-lineAsai Administration Administering Asai Administering the Lines Administering the VIS ACD Split DomainPage Administering the VIS Agent Lines Page Administering Asai Asai Script Builder Actions Asai Script Builder Actions OverviewDefining ACallinfo Define ACallinfo Form Screen defacall.psPage Defining AEvent Define AEvent From Screen Page Page Page AEvent Return Field Value Meaning Return Value Explanation Connect Route Abnormal Abandon Request Route END Defining ARouteSel AEvent Fields Input/Output Required? Field Type Field SizeDefine ARouteSel Form Screen defroute.ps Page Defining ATran Deind ATran Form Screen deftran.ps Page Page ATran Fields Input/Output Required? Field Type Field Size Sample Scripts Sample Scripts OverviewSample Asai Voice Script Page Sample Routing Script Modify Table Sample Monitoring Script Page Page Asai Performance Performance Overview Voice Response Integration Data Screen Delivery