AT&T 585-350-812 User Manual
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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