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
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.