AT&T 585-350-812 manual VIS Script Design

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ASAI Application Planning and Design

■Routing Applications - The Routing capability of ASAI and DEFINITY Generic 3i call vectoring is used to allow the VIS to act as a routing server. A “routing” script on the VIS receives, processes, and responds to call rout- ing requests sent by the DEFINITY Generic 3i system. Refer to Chapter 6, "ASAI Script Builder Actions" for additional information on the A_Event and A_RouteSel actions.

■Data Screen Delivery Applications - The Notification capability of ASAI is used to allow the VIS to monitor calls delivered to ACD agents. A “monitor- ing” script on the VIS receives information concerning the status of non-T/R or LST1 calls and passes this information to a host for use in presenting data screens to agents receiving calls. Refer to Chapter 6, "ASAI Script Builder Actions" for additional information on the A_Event action.

These three classes of applications can run simultaneously on a VIS. The plan- ning and design considerations for these applications are provided later in this chapter.

The routing and data screen delivery applications are collectively referred to else- where in this book as “data” or “data-only” applications. This is to differentiate these types of applications from voice response applications. Similarly, the rout- ing and monitoring scripts used to support these applications are collectively referred to as “data” or “data-only” scripts.

VIS Script Design

Four additional Script Builder actions are provided with the ASAI feature and are used to access ASAI capabilities. These actions are discussed in detail in Chap- ter 6, "ASAI Script Builder Actions". A brief summary of these actions is provided below for the discussions here.

■A_Callinfo — Used within a voice response script to retrieve ASAI informa- tion about a call delivered to a T/R or LST1 channel (for example, calling party number (ANI) and called party number (DNIS) for the call). This action therefore provides access to the Notification capability of ASAI for calls delivered to the VIS.

■A_Event — Used within routing scripts to receive information ab out call routing requests sent by the DEFINITY Generic 3i system. This action is also used in monitoring scripts to receive information about calls delivered to an ACD agent. This action therefore serves a dual role by providing access to both the Routing and Notification capabilities of ASAI for non-T/R or LST1 calls.

■A_RouteSel — Used within routing scripts to respond to call routing requests previously received via the use of the A_Event action. This action therefore provides access to the Routing capability of ASAI and allows the VIS to send ASAI call routing information to the switch.

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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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