AT&T 585-350-812 manual Advantages Using the VIS Asai Feature, Enhanced Customer Service

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ASAI Overview

(the initial incoming call to the voice response unit and the second, transferred call which is delivered to an agent). With the VIS ASAI feature, a single message to the host over a single interface provides all the information needed to deliver a data screen based on data collected in a voice script.

Advantages Using the VIS ASAI Feature

The VIS ASAI feature can greatly improve the operations in your call center envi- ronment. The capabilities that this feature offers provide the following benefits to any company that receives customer calls:

■Enhanced Customer Service

Caller-dependent and region-dependent treatment for incoming calls is possible in routing and voice response applications. In addition, the direct agent calling feature available with these applications allows calls to be delivered to specific agents while maintaining accurate split measure- ments. These capabilities help to insure that calls are quickly and reliably directed to the call center resource best suited to handle them. This mini- mizes the number of transfers a caller experiences and allows callers to be serviced in a rapid, consistent, and personalized fashion and thereby improves customer satisfaction.

In data screen delivery applications, information associated with a given call is available to each agent receiving the call. This reduces customer frustration at having to repeat information to each agent. For example, a caller may be directed initially to a VIS T/R or LST1 channel where the caller is prompted through an automated voice response application. At some point the caller may request to be transferred to a live agent to dis- cuss a topic in more detail. With the VIS ASAI feature, the identity of the caller and additional information collected from the caller by the voice response application is not lost. Pertinent information from the voice response application can be saved and presented in a data screen to the live agent receiving the transferred call, thereby eliminating the need for the customer to repeat information already collected. This reduces call holding time as well as reduces customer frustration. This benefit holds true even when calls are transferred multiple times or are transferred between live agents.

■Improved Price/Performance

The co-residency of voice response and PBX-to-host gateway applications greatly improves the price/performance of the VIS ASAI feature over prior and competitive offerings. The VIS ASAI feature eliminates the need for multiple boxes with multiple interfaces to the host computer, thereby simpli- fying host application development. Access to ASAI capabilities using Script Builder minimizes the effort required to implement the VIS piece of

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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
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