AT&T 585-350-812 manual Administering the VIS Agent Lines

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Administering ASAI

Administering the VIS Agent Lines

After creating and bringing the VIS ACD split domain into service, you must next administer and log in the lines as VIS agent lines. This is required if your service is going to use DNIS or the A_Callinfo or the A_Tran actions described in Chapter 6, "ASAI Script Builder Actions". If an agent line is not logged in, the PBX ACD does not route any calls to it. (Note that you can still dial the agent line directly, but no call information is available to the service that answers the call. In other words, the A_Callinfo action does not return any information for a call that is not routed to the VIS by the ACD.) The following steps outline the procedure to administer and log in lines as VIS agent lines.

1.From the ASAI Administration menu (Figure 4-3),highlight “Channel Administration” and then press ENTER to display the Channel Administra- tion screen. The Channel Administration screen should be displayed as shown in Figure 4-4,but without any entries.

2.Press CHG-KEYSto display another set of function keys.Press ADD to display the Add a Channel Entry form (Figure 4-5).

3.Enter the channel number of one of the agent lines in the “Channel” field.

4.Enter the corresponding PBX extension number of the agent line in the “Extension” field.

5.Press SAVE to save the parameters.The Channel Administration screen should be redisplayed with the parameters you have just entered. The LOGIN field should show NO and the STATUS field should show logout.

6.Repeat the previous steps for each of the VIS Agent lines.

7. In the Channel Administration screen (Figure 4-4),press CHG-KEYSto display the other set of function keys. Press the cursor keys to highlight the first channel. Press LOGIN to log in the VIS agent line. Once you have pressed the LOGIN key, the VIS remembers this and automatically logs in the channel should the voice system be restarted after a system shutdown or power loss. You do not need to use the LOGIN key again to log in the channel unless you have logged out the channel by pressing the LOGOUT key. The LOGIN field should change from NO to YES, and the STATUS field should change from logout to LOGIN.

8.If the LOGIN field shows YES and the STATUS field shows LOGIN, the channel is ready to receive calls from the ACD. If the LOGIN field still shows NO, try pressing the LOGIN key again. If the LOGIN field shows YES but the STATUS field does not show LOGIN, refer to Appendix D, “Troubleshooting ASAI” for information on troubleshooting a VIS agent line.

9.Repeat the previous procedures to log in the remaining channels.

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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