Lucent Technologies 555-230-024 manual Architecture, Application Programming Interface

CallVisor Adjunct Switch Application Interface

call when it comes into a station, manipulate the call while it is at the station, and invoke station features like lighting the message waiting light, setting Send All Calls, or Call Forward.

These capabilities could be used, for example, to provide an integrated voice and electronic mail system for office personnel. With this system, office personnel can have a message waiting light turned on whenever an electronic mail message is received or get an electronic mail message when a voice mail message arrives. Another application is a “Follow-me” call forwarding application, in which calls are automatically forwarded to different locations based on a schedule entered by the user.

The CallVisor ASAI capabilities and features can be used to support a variety of applications in the call center environment — as well as office automation applications that include directory services, message desks, and phone management. CallVisor ASAI-based applications let DEFINITY ECS and your computers share and use information, complementing and enhancing the communications and data-processing capabilities these systems deliver. These capabilities can help you streamline operations, improve productivity, and improve customer satisfaction.

Architecture

ASAI integrates the DEFINITY ECS with main-frames, minicomputers, personal computers (PCs), and distributed computing environments (such as LANs and client-server environments) for call center and office automation applications. In an inbound call center, agents use a telephone and a computer connected to a computing environment. The computer uses information it receives over the ASAI link to display information about incoming calls on the agent’s terminal.

In outbound call centers, the agents’ equipment is similar, but the computing environment uses the ASAI link to make outbound calls. ASAI also shifts agents from inbound to outbound service and back. It can be used to provide screen-based dialing and other office automation applications.

An ISDN primary rate interface (PRI) link provides calling-party and called-party information to the various applications. This link is not required, but it lets applications use network information provided by ISDN to broaden its scope. Without a PRI link, automated voice response units can still gather information needed by prompting with DNIS.

Application Programming Interface

ASAI provides an applications programming interface, which can be used by vendors to develop computer-telephone integration applications. The applica- tions programming interface supplies the syntax and operation of the function calls used to invoke ASAI capabilities. The interface can be used to communi- cate with vendor-specific application interfaces. For example, IBM has an appli-

555-230-024 Issue 5 January 1998 4-5