AT&T 585-350-812 manual

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ASAI Application Planning and Design

tains the call ID of the original call delivered to Agent 1. Also, for example, the Calling Party Number field of this CONNECT event contains the ANI of the original caller.

■If for some reason calls are transferred to non-monitored domains, unex- pected operation can result. When the call to Agent 2 from Agent 1 is not initially monitored, the VIS assumes that a transfer to a station is taking place. Hence, the Connected Party Number field of the CONNECT event generated when the transfer is completed by Agent 1 would identify the ACD split or VDN extension dialed by Agent 1.This is as opposed to identi- fying the extension of Agent 2.

■The END event that is reported for the transferred call contains information pertinent to the original call. For example, the original ANI for the caller is reported in the Calling Party Number field and the call ID for the original call is reported in the Other Call ID field. This is true even though the second CONNECT event for consult transfers to monitored domains does not con- tain information pertinent to the original call. This is because the END event is reported after consult transfers to monitored domains are com- pleted (that is, after the two calls are merged and can be associated by the internal software on the VIS). Also, an END event is reported for a call only when the call ultimately terminates (that is, an END event is not reported when a call is transferred).These properties for END events allow the host application to consistently use the Other Call ID field of END events to identify when and which calls have left the DEFINITY Generic 3i entirely.

■The call may again be transferred after having been serviced by Agent 2. In this case, an END event is not reported until all transferring is completed and the call terminates normally. As in the single transfer case, the END event contains information pertinent to the original call. Rules for how sub- sequent CONNECT events are reported are as described in this chapter and depend on whether the call is transferred to a monitored domain or to a station and whether consult or blind transfer operation is used.

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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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