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585-350-812 manual
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110 pages, 418.69 Kb
585-350-812
Issue 1
October, 1993
Conversant VIS
Adjunct Switch Application
Interface
Graphics ©
Table of Contents
Contents
Main
Page
Table of Contents
1
2
3
iv
4
5
6
A
B
Page
1-1
ASAI Overview
Overview of the Adjunct/Switch Application Interface Feature
Page
1-3
1-4
Routing Applications
1-5
Data Screen Delivery Applications
1-6
1-7
1-8
Advantages Using the VIS ASAI Feature
1-9
Page
2-1
ASAI Application Planning and Design
ASAI Application Planning and Design Overview
ASAI Application Planning and Design
2-2
VIS Script Design
2-3
ASAI Voice Script Design
2-4
2-5
Routing Script Desi gn
2-6
2-7
Monitoring Script Design
2-8
2-9
VIS-to-Agent Transfers
2-10
original
2-11
Agent-to-Agent Transfers
consult transfer
blind transfer
2-12
must
before
2-13
after
blind transfer
not
Blind Transfer
2-14
2-15
Consult Transfer
consult transfer
2-16
2-17
2-18
Host Application Planning and Design
2-19
ASAI Voice Response Application Considerations
Routing Application Considerations
2-20
Data Screen Delivery Application Considerations
2-21
2-22
Communications System Planning
2-23
Call Center Operations Planning
consult
2-24
3-1
ASAI Installation
CONVERSANT VIS Software Installation
Installation Overview
3-2
Prerequisites for ASAI Installation
ASAI Hardware Architecture
Live Agent Live
Agent
3-4
Installing ASAI Hardware
Red LED
Base RAM Address Selection Switches
3-5
Total cable length from the DEFINITY Generic 3i system to the VIS should not exceed 1900 feet.
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}
3-6
Installing ASAI Software
3-7
3-8
Removing the ASAI Software
4-1
ASAI Administration
ASAI Administration Overview
DEFINITY Communications System Generic 3i Implementation
4-2
4-3
4-4
4-5
Channel Administration
4-6
4-7
4-8
Add Channel Entry
4-9
Change Channel Entry
4-10
Remove Channel Entry
Virtual Channel Administration
Page
4-12
CONVERSANT Voice Information System Operations
4-13
Diagnose IPCI Board
4-14
Domain Administration
4-15
4-16
4-17
4-18
Add Domain Entry
4-19
Change Domain Entry
Remove Domain Entry
4-20
Initialize IPCI Board
!
4-21
Parameter Administration
4-22
4-23
4-24
Show ASAI Software Version
4-25
Show Status ASAI Link
4-26
ASAI Administration Table 4-2. Show Status ASAI Link Displays
4-27
Take IPCI Board Off-line
!
Page
5-1
Administering ASAI
ASAI Administration Overview
CONVERSANT Voice Information System Operations
DEFINITY Communications System Generic 3i Implementation
5-2
Administering the Lines
VIS ACD domain
domain
VIS Agent lines
Administering the VIS ACD Split Domain
5-3
5-4
Administering the VIS Agent Lines
Page
Page
6-1
ASAI Script Builder Actions
CONVERSANT VIS Script Builder
ASAI Script Builder Actions Overview
6-2
Defining A_Callinfo
6-3
6-4
Defining A_Event
The A_Event action should not be used in a script assigned to a voice chan- nel.
6-5
6-6
6-7
stop
goto
announcement
wait
6-8
6-9
ASAI Script Builder Actions Table 6-2. A_Event Return Field Value Meaning
Return Value Meaning Explanation
6-10
6-11
Defining A_RouteSel
6-12
6-13
6-14
Defining A_Tran
6-15
6-16
6-17
6-18
A
A-1
Sample Scripts
Sample Scripts Overview
A-2
Sample ASAI Voice Script
A-3
A-4
Sample Routing Script
A-5
A-6
Sample Monitoring Script
A-7
Page
C
C-1
Sample Scripts
ASAI Performance Performance Overview
C-2
Voice Response Integration
Data Screen Delivery
Routing Applications