AT&T 585-350-812 4, 5

Contents

iv Issue 1 October 1993

■ Prerequisites for ASAI Installation 3-2

■ ASAI Hardware Architecture 3-3

■ Installing ASAI Hardware 3-4

■ Installing ASAI Software 3-6

■ Removing the ASAI Software 3-8

4ASAI Administration 4-1

■ ASAI Administration Overview 4-1

■ Channel Administration 4-5

Add Channel Entry 4-8

Change Channel Entry 4-9

Remove Channel Entry 4-10

Virtual Channel Administration 4-10

■ Diagnose IPCI Board 4-13

■ Domain Administration 4-14

Add Domain Entry 4-18

Change Domain Entry 4-19

Remove Domain Entry 4-19

■ Initialize IPCI Board 4-20

■ Parameter Admin istrat ion 4-21

■ Show ASAI Software Version 4-24

■ Show Status ASAI Link 4-25

■ Take IPCI Board Off-line 4-27

5Administering ASAI 5-1

■ ASAI Administration Overview 5-1

■ Administering the Lines 5-2

■ Administering the VIS ACD Split Domain 5-2

■ Administering the VIS Agent Lines 5-4

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