AT&T 585-350-812 manual Asai Voice Response Application Considerations

ASAI Application Planning and Design

■You may want to write an ANI learning module to automatically associate new ANI information with existing customer records. Agents and voice response scripts can verify ANI information passed by the DEFINITY Generic 3i to the VIS.

■You should allow for situations where a single ANI is associated with multi- ple calling customers. More than one customer, for example, can call from the same PBX. Examples of how to handle such situations include bringing up a menu from which the agent can choose the appropriate customer and switching to traditional methods for bringing up customer data.

ASAI Voice Response Application

Considerations

■Voice response applications can make use of direct agent calling. Calls can be transferred to specific agents within ACD splits after being serviced by a voice response script. In this case, your database must maintain the ACD split extensions that agents are logged into as well as the extensions for the agents themselves.

■If your voice response applications involves transfers to live agents, refer to the information on planning for VIS-to-Agent Transfers in this chapter for additional design considerations.

Routing Application Considerations

■Unlike data screen delivery applications, routing applications make use of the host application in an “inquiry/response” fashion. This implies that the addition of a VIS ASAI routing application to your call center may have little or no impact on the high-level operation of the application. The most signif- icant change to the host application will likely be the information stored in the database. Information as to how calls should be routed must be added to the database if it is not already present. An example is ANI-to-agent and/or ACD split mappings. If feasible, consider using a local VIS data- base to store routing information.

■Routing applications can make use of direct agent calling. Calls can be routed to specific agents within ACD splits. In this case, your database must maintain the ACD split extensions that agents are logged into as well as the extensions for the agents themselves.

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