AT&T 585-350-812 User Manual

Size:
428.73 Kb
Download

585-350-812Issue 1 October, 1993

Table of Contents

Conversant VIS

Adjunct Switch Application

Interface

Graphics ©

Blank Page

Contents

Table of Contents

i

1

ASAI Overview

1-1

 

Overview of the Adjunct/Switch

 

 

Application Interface Feature

1-1

 

ASAI Voice Response Applications

1-2

 

Routing Applications

1-4

 

Data Screen Delivery Applications

1-5

 

Advantages Using the VIS ASAI Feature

1-8

2

ASAI Application Planning and Design

2-1

 

ASAI Application Planning and Design Overview

2-1

 

ASAI Application Planning and Design

2-1

 

VIS Script Design

2-2

 

 

ASAI Voice Script Design

2-3

 

 

Routing Script Design

2-5

 

 

Monitoring Script Design

2-7

 

VIS-to-Agent Transfers

2-9

 

Agent-to-Agent Transfers

2-11

 

 

Blind Transfer

2-13

 

 

Consult Transfer

2-15

 

Host Application Planning and Design

2-18

 

 

ASAI Voice Response Application Considerations

2-19

 

 

Routing Application Considerations

2-19

 

 

Data Screen Delivery Application Considerations

2-20

 

Communications System Planning

2-22

 

Call Center Operations Planning

2-23

3

ASAI Installation

3-1

 

Installation Overview

3-1

Issue 1 October 1993 iii

Contents

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

4

ASAI 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 Administration

4-21

 

Show ASAI Software Version

4-24

 

Show Status ASAI Link

4-25

 

Take IPCI Board Off-line

4-27

5

Administering 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

iv Issue 1 October 1993

Contents

6

ASAI Script Builder Actions

6-1

 

ASAI Script Builder Actions Overview

6-1

 

Defining A_Callinfo

6-2

 

Defining A_Event

6-4

 

Defining A_RouteSel

6-11

 

Defining A_Tran

6-14

A

Sample Scripts

A-1

 

Sample Scripts Overview

A-1

 

Sample ASAI Voice Script

A-2

 

Sample Routing Script

A-4

 

Sample Monitoring Script

A-6

B

Sample Scripts

C-1

 

ASAI Performance Performance Overview

C-1

 

Voice Response Integration

C-2

 

Data Screen Delivery

C-2

 

Routing Applications

C-2

Issue 1 October 1993 v

Contents

vi Issue 1 October 1993

ASAI Overview

1

 

Overview of the Adjunct/Switch

Application Interface Feature

The AT&T Adjunct/Switch Application Interface (ASAI) is an optional package that may be installed on top of the standard CONVERSANT Voice Information System software. Instructions for installing the Adjunct/Switch Application Interface are provided in Chapter 3, "ASAI Installation".

The AT&T Adjunct/Switch Application Interface provides an Integrated Services Digital Network (ISDN)-basedinterface between AT&T PBX’s and adjunct processors.The VIS ASAI feature supports this application interface for communications with the AT&T DEFINITY Communications System, Generic 3i (hereafter referred to as DEFINITY Generic 3i).This digital signaling interface allows the VIS to monitor and route calls on the DEFINITY Generic 3i switch. When used in conjunction with standard Tip/Ring (T/R) or Line Side T1 (LST1) interfaces, the ASAI interface allows the VIS to monitor and control calls delivered to a T/R or LST1 channel on the VIS.

Access to ASAI capabilities is provided through the Script Builder application generation language. Access to ASAI capabilities at the Script Builder level minimizes the effort required to implement ASAI-basedapplications. For example, there is no need to receive, parse, and process individual,lower-levelASAI messages. Additional Script Builder actions give the script designerhigh-levelaccess to ASAI capabilities. These ASAI capabilities can be used to design the following types of applications.

These types of applications are discussed later in this chapter.

ASAI Voice Response Applications

Routing Applications

Data Screen Delivery Applications

1-1

ASAI Overview

These types of applications can run simultaneously on a VIS. This implies that a VIS ASAI system provides co-residentvoice response andPBX-to-hostgateway capabilities. A single call, for instance, may first be routed by the VIS, handled with a voice response application on the same VIS, and then be monitored by the same VIS as the call is ultimately delivered to a live agent.Furthermore, integration of the voice response and monitoring capabilities allows screens delivered by the host to agents receiving calls to be based on data collected in a voice response script.

ASAI Voice Response Applications

In ASAI voice response applications, incoming calls are routed to the VIS over T/ R or LST1 channels which are configured as an Automatic Call Distribution (ACD) split on the DEFINITY Generic 3i switch as depicted in Figure 1-1.

System Monitor - Voice Channels

 

Calls

Voice

Service

Caller

Dialed

Channel

Today

Service

Status

Input

Digits

0

1

appl2

Talking

8509

 

1

1

appl4

Collect

 

2

3

appl7

Transfer

 

5312

3

1

appl3

DB

7328

 

4

0

 

*MANOOS

 

 

5

10

 

Talking

 

 

HELP PREV-PAGENEXTPAGEPREV-FRMNEXT-FRMCANCELCMD-MENUCHG-KEYS

Figure 1-1.ASAI Voice Response Applications

1-2

ASAI Overview

As a call is delivered to the VIS, the VIS receives ASAI information related to the call. The ASAI feature allows the VIS to recognize the dialed (called) number of an incoming call to a line. This feature is sometimes referred to as Dialed Number Information Service (DNIS). In addition, the ASAI feature allows a service the ability to retrieve the calling party’s number. This feature is sometimes referred to as Automatic Number Identification (ANI). This information is used to control which voice application is used for the call. The ASAI information related to the call is also made available to the specific voice application which interacts with the caller. In addition, the call control capabilities of ASAI can be used to transfer the call away from the VIS if the caller needs to speak to a live agent. The following capabilities are therefore provided for ASAI voice response applications:

DNIS Service (T/R or LST1 Channel Sharing) —-The DNIS information associated with the incoming call is used to select a particular Script Builder script to service the call. This allows a T/R or LST1 channel to be shared across many applications. Prior to this capability, T/R or LST1 channels were dedicated to specific Script Builder Applications. With channel sharing, the same number of channels can handle more calls while maintaining the same grade of service. Alternatively, the same number of calls can be handled at a higher grade of service.

Call Information — Once the call is answered by the VIS, the ASAI information related to the call such as ANI and DNIS can be retrieved for use in the voice script handling the call.

Enhanced Transfer — The use of ASAI call control capab ilities allows the transfer to be faster, quieter (from the caller’s perspective), and more reliable. In addition, the DEFINITY Generic 3i ASAI direct agent calling feature can be used to transfer the call to a direct agent. This allows the call to be delivered to a specific agent while maintaining accurate ACD split statistics. Calls placed to specific agents without the direct agent calling feature do not count as ACD calls in calculating and reporting ACD split statistics. Finally, data captured in the voice script can be saved and associated with the transferred call. This enables a host application to deliver to agents data screens which are based on data collected by the voice script which previously serviced the caller.

The availability of ANI within the voice script permits the design of unique voice response applications. Examples include:

Locator Service — A local or host database could be used to determine the closest car dealers, Automatic Transaction Machines, stores, etc.

Weather Reports — Provide a weather report for the callers area.

Pay-Per-View— A cable company could use ANI to automate customer selection ofpay-per-viewprograms.

1-3

ASAI Overview

Caller Dependent Transfers — The full ten-digitANI could be used to identify callers and determine where they should be transferred if they need to speak to a live agent. This would be desirable if, for instance, the caller is a preferred customer or is usually handled by a specific agent.

Geographically-BasedCall Transfers — The area code and/or exchange could be used to determine where callers should be transferred if they need to speak to a live agent. This would be desirable if, for instance, agents handle calls from specific geographic regions.

Routing Applications

In routing applications, the VIS is used as a routing server to support the routing capabilities of ASAI and the call vectoring feature on the DEFINITY Generic 3i. However, on receiving a routing request, as depicted in Figure 1-2,a routing application on the VIS receives and responds to call routing requests sent by the DEFINITY Generic 3i.

Note that you are not always required to have the T/R or LST1 lines on the VIS for routing applications. However, T/R or LST1 lines are required to route the call to the VIS agents.

Figure 1-2.ASAI Routing Applicationroute.pic

1-4