AT&T 585-350-812 ASAI Hardware Architecture

3-3

ASAI Installation

ASAI Hardware Architecture

The VIS is designed to operate with the DEFINITY Generic 3i. The IPCI card

must be installed on the VIS. The ISDN Line Circuit Pack, TN556, must be

installed on the DEFINITY Generic 3i. For information on the TN556 refer to the

DEFINITY Communications System Generic 1 and Generic 3i System Descrip-

tion, 555-230-200 . Refer also to the DEFINITY Generic 1 and Generic 3i Wiring

Manual, 555-204-111, Issue 2 .

To support the ASAI capability, the VIS must be connected, via a point-to-point

ISDN Basic Rate Interface (BRI), to the DEFINITY Generic 3i. The VIS (T/R or

LST1) lines which need to access ASAI capabilities must be configured as mem-

bers of an Automatic Call Distribution (ACD) split of the PBX. The IPCI card sup-

ports the BRI D-channel interface from the switch. One ASAI link per VIS is

supported.

A typical VIS and DEFINITY Generic 3i configuration is displayed in Figure 3-1.

Figure 3-1. Typical Hardware Architecture

Public

Network DEFINITY

Generic 3i

ASAI Link

(BRI (D))

VIS Agents

(T/R Lines)

Host

(optional)

Live

ACD VIS

ACD

Live

Agent Live

Agent

CONVERSANT

VIS

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