AT&T 585-350-812 manual

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ASAI Overview

As a call is delivered to the VIS, the VIS receives ASAI information related to the call. The ASAI feature allows the VIS to recognize the dialed (called) number of an incoming call to a line. This feature is sometimes referred to as Dialed Number Information Service (DNIS). In addition, the ASAI feature allows a service the ability to retrieve the calling party’s number. This feature is sometimes referred to as Automatic Number Identification (ANI). This information is used to control which voice application is used for the call. The ASAI information related to the call is also made available to the specific voice application which interacts with the caller. In addition, the call control capabilities of ASAI can be used to transfer the call away from the VIS if the caller needs to speak to a live agent. The following capabilities are therefore provided for ASAI voice response applications:

■DNIS Service (T/R or LST1 Channel Sharing) —- The DNIS information associated with the incoming call is used to select a particular Script Builder script to service the call. This allows a T/R or LST1 channel to be shared across many applications. Prior to this capability, T/R or LST1 channels were dedicated to specific Script Builder Applications. With chan- nel sharing, the same number of channels can handle more calls while maintaining the same grade of service. Alternatively, the same number of calls can be handled at a higher grade of service.

■Call Information — Once the call is answered by the VIS, the ASAI informa- tion related to the call such as ANI and DNIS can be retrieved for use in the voice script handling the call.

■Enhanced Transfer — The use of ASAI call control capab ilities allows the transfer to be faster, quieter (from the caller’s perspective), and more reli- able. In addition, the DEFINITY Generic 3i ASAI direct agent calling fea- ture can be used to transfer the call to a direct agent. This allows the call to be delivered to a specific agent while maintaining accurate ACD split statis- tics. Calls placed to specific agents without the direct agent calling feature do not count as ACD calls in calculating and reporting ACD split statistics. Finally, data captured in the voice script can be saved and associated with the transferred call. This enables a host application to deliver to agents data screens which are based on data collected by the voice script which previously serviced the caller.

The availability of ANI within the voice script permits the design of unique voice response applications. Examples include:

■Locator Service — A local or host database could be used to determine the closest car dealers, Automatic Transaction Machines, stores, etc.

■Weather Reports — Provide a weather report for the callers area.

■Pay-Per-View — A cable company could use ANI to automate customer selection of pay-per-view programs.

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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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