AT&T 585-350-812 manual

ASAI Application Planning and Design

is that, once activated, routing scripts run continuously. Routing scripts, therefore, have the following general structure:

1.An A_Event action to wait for and retrieve a ROUTE REQUEST event from lower-level ASAI software on the VIS. Once the A_Event action retrieves a ROUTE REQUEST event, subsequent actions below are executed.

2.Other standard Script Builder actions which make use of the data made available in the ROUTE REQUEST event to determine where the call should be routed. Examples include read table and get/send host screen actions to retrieve routing information from a local or host database.

3.An A_RouteSel action to pass the routing information (that is, desired des- tination) from the script to lower-level ASAI software on the VIS. This causes an ASAI route select message containing the routing information to be sent to the DEFINITY Generic 3i system.

Steps 1 through 3 above are repeated by using additional Script Builder steps to create an infinite loop (that is, script labels and Goto actions). A sample routing script is provided in Appendix A, “Sample Scripts.”

A routing script may not contain any Script Builder actions which pertain to voice response capabilities (Announce, Prompt and Collect, etc.). A routing script is assigned by using the “RTE” type designation as described in Chapter 4, "ASAI Administration".

A routing script may use any of the information returned in the ROUTE REQUEST event as detailed in Chapter 6, "ASAI Script Builder Actions" to route the call. Examples include the called party number (for example DNIS), calling party num- ber (for example ANI), and switch data (that is, call prompting information). Any one or combination of the data items returned in a ROUTE REQUEST event can be used as the basis for a routing decision.

The call is routed to the destination supplied in the Destination Number field of

A_RouteSel. The destination can be on-switch (for example, station, ACD split, or VDN) or off-switch (for example, Direct Distance Dialing number). Also, the call may be routed to a specific agent within an ACD split (direct agent routing). This is done by setting the Destination Number field in A_RouteSel to the desired agent extension and by setting the Split Extension field to the split logged into by the agent. Direct agent routing is the preferred way to route calls to specific ACD agents since direct agent calls are included in the calculations for ACD split statis- tics (for example, average speed of answer).

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