AT&T 585-350-812 2-15, Consult Transfer

2-15

ASAI Application Planning and Design

■ The call may again be transferred after having been serviced by Agent 2.In

this case, an END event is not reported until all transferring is completed

and the call terminates normally. As in the single transfer case, the END

event contains information pertinent to the original cal l. Rules for how sub-

sequent CONNECT events are reported are as described in this chapter

and depend on whether the call is transferred to a monitored domain or to a

station and whether consult or blind transfer operation is used.

Consult Transfer

With a

consult transfer

, the screening agent talks to the specialized agent before

completing the transfer. With this type of transfer, the call ID for the original call is

not retained by the VIS and reported in the Other Call ID field of call events for the

transferred call.

A typical call flow for consult transfe rs is described below.In this call flow, Agent 1

is a live agent in a screening split who transfers calls to specialized agents. Agent

2 is a specialized agent that can receive calls via a monitored VDN or ACD split or

via an individual station. Calls to Agent 1 in the screening split must be delivered

via a monitored VDN or ACD split.

1. A call arrives for Agent 1.

2. Agent 1 answers the call and enters pertinent information about the caller.

3. Agent 1 presses the Transfer button.

4. Agent 1 dials the extension of the monitored domain or station to wh ich the

call will be transferred.

5. Agent 1 waits for Agent 2 to answer.

6. Agent 1 and Agent 2 consult privately about the caller.

7. Agent 1 presses the Transfer button again to complete the transfer.

8. Agent 1 is finished with the call.

9. The host application uses calling party informatio n to determine which data

to display on Agent 2’s data-terminal screen. The extension for Agent 1 is

reported in the Calling Party Number field of the CONNECT event for the

second call.

Two CONNECT events are passed to monitoring scripts for the entire scenario

one for the original call to the screening agent and one for the call to the special-

ized agent. One END event is generated when the call eventually terminates.

Refer to Appendix B, “Call Flow Examples” for detailed call flow examples which

include complete descriptions of call flows and call event 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. } () } 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