ASAI Overview
Figure 1-3. Data Screen Delivery Applications gateway.pic
Note that the delivery of data screens is not a function of the VIS itself. A special host application is developed by your company or a third party to perform this function. The VIS acts as a communications gateway between the DEFINITY Generic 3i and the host computer. A monitoring application on the VIS provides the ability to track the status of calls on the DEFINITY Generic 3i. This monitoring application receives information about calls delivered to live agents and forwards this information to the host application. The host application in turn uses this infor- mation to deliver a data screen to the agent receiving the call.
The information made available to the host includes which agent receives a partic- ular call and the ASAI information associated with the call such as ANI, DNIS, and any DEFINITY Generic 3i call prompting information collected from the caller. In addition, the call may have been serviced by a VIS voice script and then trans- ferred to a live agent. In this case, information collected in the voice script can be saved and then passed to the host at the time the call is delivered to the agent. Monitoring applications on the VIS can therefore be used to support data screen delivery for three different call flow scenarios as described below:
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