AT&T 585-350-812 manual Contents

Page 3

Contents

Table of Contents

i

1

ASAI Overview

1-1

 

■ Overview of the Adjunct/Switch

 

 

Application Interface Feature

1-1

 

ASAI Voice Response Applications

1-2

 

Routing Applications

1-4

 

Data Screen Delivery Applications

1-5

 

Advantages Using the VIS ASAI Feature

1-8

2

ASAI Application Planning and Design

2-1

 

■

ASAI Application Planning and Design Overview

2-1

 

■

ASAI Application Planning and Design

2-1

 

■

VIS Script Design

2-2

 

 

ASAI Voice Script Design

2-3

 

 

Routing Script Design

2-5

 

 

Monitoring Script Design

2-7

 

■

VIS-to-Agent Transfers

2-9

 

■

Agent-to-Agent Transfers

2-11

 

 

Blind Transfer

2-13

 

 

Consult Transfer

2-15

 

■

Host Application Planning and Design

2-18

 

 

ASAI Voice Response Application Considerations

2-19

 

 

Routing Application Considerations

2-19

 

 

Data Screen Delivery Application Considerations

2-20

 

■

Communications System Planning

2-22

 

■

Call Center Operations Planning

2-23

3

ASAI Installation

3-1

 

■ Installation Overview

3-1

Issue 1 October 1993 iii

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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
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