AT&T 585-350-812 manual System Monitor Voice Channels, Asai Voice Response Applications

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ASAI Overview

These types of applications can run simultaneously on a VIS. This implies that a VIS ASAI system provides co-resident voice response and PBX-to-host gateway capabilities. A single call, for instance, may first be routed by the VIS, handled with a voice response application on the same VIS, and then be monitored by the same VIS as the call is ultimately delivered to a live agent.Furthermore, integra- tion of the voice response and monitoring capabilities allows screens delivered by the host to agents receiving calls to be based on data collected in a voice response script.

ASAI Voice Response Applications

In ASAI voice response applications, incoming calls are routed to the VIS over T/ R or LST1 channels which are configured as an Automatic Call Distribution (ACD) split on the DEFINITY Generic 3i switch as depicted in Figure 1-1.

System Monitor - Voice Channels

	Calls	Voice	Service	Caller	Dialed
Channel	Today	Service	Status	Input	Digits
0	1	appl2	Talking	8509
1	1	appl4	Collect	8509
2	3	appl7	Transfer		5312
3	1	appl3	DB	7328
4	0		*MANOOS
5	10		Talking

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Figure 1-1. ASAI Voice Response Applications

1-2

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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