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

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ASAI Application Planning and Design

Monitoring Script Design

Monitoring scripts on the VIS are used to support data screen delivery applica- tions. The Notification capability of ASAI is used to track the progress of calls that are delivered to agents. A monitoring script on the VIS receives information about these calls and forwards this information to a host application. The host applica- tion in turn uses the information to format a data screen presented to agents receiving calls. Note, therefore, that the delivery of data screens is not a function of the VIS itself.

In data screen delivery applications, calls are not physically delivered to a T/R or LST1 channel on the VIS. Rather, calls are delivered to ACD agents on the DEFINITY Generic 3i system. Note, however, that a call may have previously been delivered to a VIS T/R or LST1 channel to collect information from the caller.

A monitoring script is designed using the A_Event action. When used in monitor- ing scripts, the A_Event action returns the following types of call events:

CONNECT Event - indicates that a monitored call is being delivered to an agent.

ABANDON Event - indicates that a monitored call has been abandoned.

ABANDON events are passed to a script whenever a caller hangs up before being connected to an agent.

END Event - indicates that a monitored call has ended normally (that is, not abandoned).

Detailed information about the data made available in these events is discussed in Chapter 6, "ASAI Script Builder Actions". The three call event types passed to a monitoring script reflect information contained in ASAI event reports for the call.

Unlike voice response scripts, monitoring scripts are not associated with a particu- lar call. A single monitoring script handles call events for all the calls delivered to a particular domain. A monitoring script is designed to receive and process call events which can arrive at any point in time as determined by how and when calls progress on the DEFINITY Generic 3i system. Hence, the primary difference between monitoring scripts and voice response scripts is that, once activated, monitoring scripts run continuously. Monitoring scripts, therefore, have the follow- ing general structure:

1.An A_Event action to wait for and retrieve a call event from lower-level ASAI software on the VIS. Once the A_Event action retrieves a call event, subsequent actions below are executed.

2.Other Script Builder actions used to pass data in the event to a host. Exam- ples include get/send host screen actions to send the data to an IBM host via the standard 3270 interface and a custom external function to pass the data to a custom DIP supporting an asynchronous interface.

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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 Asai Voice Response Applications System Monitor Voice ChannelsPage Asai Routing Application route.pic Routing ApplicationsData Screen Delivery Applications Data Screen Delivery Applications gateway.pic Page Enhanced Customer Service Advantages Using the VIS Asai FeatureReduced Cost of Doing Business Asai Overview Asai Application Planning Design Asai Application Planning Design OverviewVIS 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 Routing Application Considerations Asai Voice Response Application ConsiderationsData Screen Delivery Application Considerations Page Communications System Planning Call Center Operations Planning Page Installation Overview Asai InstallationPrerequisites for Asai Installation Typical Hardware Architecture Asai Hardware ArchitectureBase RAM Address Selection Switches Installing Asai HardwareIpci Switch Settings Conversant VIS Installing Asai SoftwareControl and ALT Removing the Asai Software Asai Administration Overview Asai AdministrationVoice System Administration Feature Packages Asai Administration Screen Change a Channel Entry Channel AdministrationPage Page Add Channel Entry Screen achannel.ps Add Channel EntryChange Channel Entry Screen Change Channel EntryRemove Channel Entry Virtual Channel AdministrationPage Page Diagnose Ipci Board Screen Diagnose Ipci BoardDomain Administration Domain AdministrationPage Page Page 10. Add Domain Entry Screen Add Domain EntryRemove Domain Entry Change Domain EntryInitialize Ipci Board Initialize Ipci BoardAsai Parameters Parameter AdministrationPage Trace Detail Display 14. Show Asai Software Version Screen version.ps Show Asai Software VersionShow Status of Asai Link Show Status Asai LinkShow Status Asai Link Displays Take Ipci Board Off-line Take Ipci Board Off-lineAsai Administration Administering Asai Administering the VIS ACD Split Domain Administering the LinesPage Administering the VIS Agent Lines Page Administering Asai Asai Script Builder Actions Overview Asai Script Builder ActionsDefine ACallinfo Form Screen defacall.ps Defining ACallinfoPage Defining AEvent Define AEvent From Screen Page Page Page AEvent Return Field Value Meaning Return Value Explanation Connect Route Abnormal Abandon Request Route END AEvent Fields Input/Output Required? Field Type Field Size Defining ARouteSelDefine 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 Overview Sample ScriptsSample Asai Voice Script Page Sample Routing Script Modify Table Sample Monitoring Script Page Page Asai Performance Performance Overview Data Screen Delivery Voice Response Integration