ASAI Application Planning and Design
■A_Tran — Used within a voice response script to transfer a call away from a T/R or LST1 channel on the VIS. This action makes use of the Third Party Call Control capability of ASAI to effect the transfer.
ASAI Voice Script Design
ASAI voice response applications are designed using the A_Callinfo and
A_Transactions within voice response scripts. Other standard Script Builder actions are also used in the voice script to answer the call, greet the caller, collect data, etc. an example of a voice script making use of the A_Callinfo and A_Tran events is included in Appendix A, “Sample Scripts.”
The A_Callinfo and A_Tran actions are used only in voice scripts which handle calls delivered to a VIS T/R or LST1 channel. These two actions are not used in routing and monitoring scripts where, in contrast to voice scripts, a call is not present at a VIS T/R or LST1 channel.
For ASAI voice response applications, incoming calls are routed to the VIS over T/ R or LST1 channels configured as an ACD split on the DEFINITY Generic 3i sys- tem. The Notification capability of ASAI is used by the VIS to monitor this split. As a call is offered to this split, the VIS receives ASAI event reports indicating the sta- tus of the call (for example call offered, queued, alerting, and connected event reports). The VIS uses the information contained in these event reports to provide the following capabilities:
■DNIS Service - The Dialed Number Information Service (DNIS) information associated with the incoming call is used to select a particular Script Builder script to service the call. A unique dialed number can be provided for each unique voice response application. Each dialed number would typically be represented by a unique Vector Directory Number (VDN) on the DEFINITY Generic 3i switch. Calls to these different VDN’s can be routed to the same VIS split. The DNIS information associated with an incoming call is then used to select a particular application. An administra- tive screen on the VIS allows the different dialed numbers to be associated with a specific voice response application. This allows T/R or LST1 chan- nels to be shared across many applications. Prior to this capability, chan- nels had to be dedicated to specific Script Builder Applications.
■Call Information - Once the call is answered by the VIS, the ASAI informa- tion related to the call can be retrieved for use in the voice script handling the call. In particular, the A_Callinfo action can be used to ANI, DNIS, switch collected user data (call prompting digits), call ID, and incoming trunk group ID if ANI is not available.
A user designing a voice script need not be concerned with processing the individ- ual,