VIS-to-Agent Transfers

ASAI Application Planning and Design

screening agent and then use this data as the basis for data screens deliv- ered to other, specialized agents which may receive the call. The agent-to- agent transfer can be placed to a monitored domain or to an individual sta- tion and is monitored with a VDN or ACD type monitoring script. Note that the call may first have been delivered to the VIS and then transferred to an agent prior to the live agent to live agent transfer. Hence, call events passed to the monitoring script in this scenario can contain the same infor- mation available for the other two call flow scenarios. ASAI related infor- mation such as ANI, DNIS, and call prompting information and VIS Data can be present in call events. This information may be used in conjunction with live agent entered data to provide the basis for data screens. Refer to the information on planning for Agent-to-Agent Transfers in this chapter for additional design considerations.

VIS-to-agent transfers are accomplished by using the A_Tran action within a voice script servicing a caller. The use of A_Tran invokes ASAI Third Party Call Control operations to transfer a call away from the T/R or LST1 channel to which the caller is connected. The caller is transferred to the destination identified in the Destination Number field of the A_Tran action.

The transferred call can be monitored by a monitoring script so that data screen delivery applications can be supported for VIS-to-agent transfers. The transferred call can be monitored in two different ways as follows:

■The call may be transferred to a VDN or ACD split domain monitored by the VIS with a monitoring script. Call events for the transferred call are passed to the script monitoring the domain to which the call is transferred.

■The call may be monitored using a CTL type monitoring script as described Chapter 4, "ASAI Administration". In this case, the call can be transferred to non-monitored domains and individual stations. Here, only call events for calls transferred from the VIS to agents are passed to monitoring scripts.

Other direct calls to an ACD split, for example, are not monitored therefore no call events for the direct calls are passed to monitoring scripts.

A combination of the above two monitoring mechanisms may be used on the same VIS. Rules for which monitoring script receives call events when these two mechanisms are combined is discussed in Chapter 4, "ASAI Administration".

In addition to monitoring the transferred call, the application designer has the abil- ity to save data collected in the voice script for subsequent use in the data screen delivery application. This is done by using the VIS Data field of A_Tran. Any data saved in this field when the transfer is initiated from the voice script is presented in call events passed to the monitoring script which monitors the transferred call.

The VIS Data field provides twenty characters worth of storage. Note that multiple data items could be stored in this field. A social security number and PIN number,

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