AT&T 585-350-812 manual Communications System Planning

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ASAI Application Planning and Design

Communications System Planning

Communication system planning involves defining what changes must be made to your company’s communications system software configuration and ACD envi- ronment to support the planned applications. The following is a list of items that should be considered when planning for the changes to the communications sys- tem.

■A DEFINITY Generic 3i system with ASAI software is required to imple- ment VIS ASAI applications.

■Call vectoring is strongly recommended for use in implementing all VIS ASAI applications. This is especially true for data screen delivery applica- tions which involve agent-to-agent transfers or DNIS service and voice response applications which make use of DNIS service.

■Call vectoring is mandatory for routing applications. Call vectoring is also mandatory for data screen delivery applications which make use of call prompting information. Note that the call prompting capability of vectoring is an additional, optional feature over and above the optional call vectoring feature.

■If feasible, you may wish to aggregate agents currently in multiple splits into a single split. This minimizes the number of domains that are moni- tored by the VIS and allows agents to be used more efficiently. Since DNIS is available in call events, you can have a single split of agents handle sev- eral applications. The host application can use DNIS to provide information screens that tell agents how to answer and handle calls.

■You must plan your call flows carefully if multiple ASAI adjuncts will be used with the same DEFINITY Generic 3i system. Once a call becomes monitored by a particular VIS, the call cannot be redirected or transferred to a domain monitored by another VIS or ASAI adjunct. This is a consider- ation primarily for data screen delivery applications. For example, if you have agent-to-agent transfers for data screen delivery applications, agents must restrict transfers to domains monitored by the same VIS that monitors calls delivered to them. Also, for example, you may have VIS-to-agent transfers to support data screen delivery based on VIS collected data. In this case, multiple VIS systems should be configured to “front end” mutu- ally exclusive sets of live agents. These considerations do not apply if only one VIS ASAI system is used and it is the only ASAI adjunct.

■If ANI is needed for an application, you must provision an ISDN Primary Rate Interface (PRI) in order to receive ANI from the network. Make sure ISDN service is available in your area when needed.

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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 System Monitor Voice Channels Asai Voice Response ApplicationsPage Routing Applications Asai Routing Application route.picData Screen Delivery Applications Data Screen Delivery Applications gateway.pic Page Advantages Using the VIS Asai Feature Enhanced Customer ServiceReduced Cost of Doing Business Asai Overview Asai Application Planning Design Overview Asai Application Planning DesignVIS 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 Asai Voice Response Application Considerations Routing Application ConsiderationsData Screen Delivery Application Considerations Page Communications System Planning Call Center Operations Planning Page Asai Installation Installation OverviewPrerequisites for Asai Installation Asai Hardware Architecture Typical Hardware ArchitectureInstalling Asai Hardware Base RAM Address Selection SwitchesIpci Switch Settings Installing Asai Software Conversant VISControl and ALT Removing the Asai Software Asai Administration Asai Administration OverviewVoice System Administration Feature Packages Asai Administration Screen Channel Administration Change a Channel EntryPage Page Add Channel Entry Add Channel Entry Screen achannel.psChange Channel Entry Change Channel Entry ScreenVirtual Channel Administration Remove Channel EntryPage Page Diagnose Ipci Board Diagnose Ipci Board ScreenDomain Administration Domain AdministrationPage Page Page Add Domain Entry 10. Add Domain Entry ScreenChange Domain Entry Remove Domain EntryInitialize Ipci Board Initialize Ipci BoardParameter Administration Asai ParametersPage Trace Detail Display Show Asai Software Version 14. Show Asai Software Version Screen version.psShow Status Asai Link Show Status of Asai LinkShow Status Asai Link Displays Take Ipci Board Off-line Take Ipci Board Off-lineAsai Administration Administering Asai Administering the Lines Administering the VIS ACD Split DomainPage Administering the VIS Agent Lines Page Administering Asai Asai Script Builder Actions Asai Script Builder Actions OverviewDefining ACallinfo Define ACallinfo Form Screen defacall.psPage Defining AEvent Define AEvent From Screen Page Page Page AEvent Return Field Value Meaning Return Value Explanation Connect Route Abnormal Abandon Request Route END Defining ARouteSel AEvent Fields Input/Output Required? Field Type Field SizeDefine 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 Sample Scripts OverviewSample Asai Voice Script Page Sample Routing Script Modify Table Sample Monitoring Script Page Page Asai Performance Performance Overview Voice Response Integration Data Screen Delivery
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