Att 585-350-812 User Manual

585-350-812Issue 1October, 1993Conversant VISAdjunct Switch ApplicationInterfaceGraphics © Table of Contents

1-4ASAI Overview Caller Dependent Transfers — The full ten-digit ANI could be used to iden-tify callers and determine where they should be transferre

6-18ASAI Script Builder Actions -2 — A_Tran did not receive a response from the ASAI for the request to take control of the original call. Check to

A-1ASample ScriptsSample Scripts OverviewThis chapter provides examples of scripts developed using the AT&T Adjunct/Switch Application Interface (

A-2Sample ASAI Voice ScriptFollowing is an example of an ASAI voice script that has been developed with the A_Callinfo and A_Tran actions.start:# This

A-3#6. EvaluateIf $MATCH_FOUND = 07. Set Field ValueField: dest_num = “5678”Field: split_num = ““End Evaluate## Transfer the call. Place the account n

A-4Sample Routing ScriptFollowing is an example of an ASAI routing script that has been developed with the A_Event and A_RouteSel actions.start:# This

A-54. Modify TableTable Name : rtg_err Operation: AddField: clg_num = calling_numField: cld_num = called_numField: err_cause = causeField callid_valu

A-6Sample Monitoring ScriptFollowing is an example of an ASAI monitoring script that has been developed with the A_Event action.start:# This is a samp

A-72. EvaluateIf event_ret != “‘C’” 3. Goto Event_startEnd Evaluate## Send data to the host. Only connected agent, ANI, DNIS, and# VIS data are us

A-8

C-1CSample ScriptsASAI Performance Performance OverviewThis chapter contains performance information to be used with the AT&T Adjunct/Switch Appli

1-5ASAI OverviewThese call routing requests are generated by the DEFINITY Generic 3i when a call is processed by specific call vectors on the DEFINITY

C-2Voice Response IntegrationUp to 2,500 busy hour calls are supported by the VIS. Voice Response Integra-tion involves calls offered to VIS T/R or L

1-6ASAI OverviewFigure 1-3. Data Screen Delivery Applications gateway.picNote that the delivery of data screens is not a function of the VIS itself.

1-7ASAI Overview Incoming Call Delivered Directly to Agent by ACD — In this call flow sce-nario, incoming trunk calls are delivered directly to live

1-8ASAI Overview(the initial incoming call to the voice response unit and the second, transferred call which is delivered to an agent). With the VIS A

1-9ASAI Overviewthe overall VIS/host application. In addition, the use of DNIS in voice response applications to enable T/R or LST1 channel sharing m

1-10ASAI Overview

2-12ASAI Application Planning and Design ASAI Application Planning and Design OverviewThis chapter contains information on planning and designing an a

2-2ASAI Application Planning and Design Routing Applications - The Routing capability of ASAI and DEFINITY Generic 3i call vectoring is used to allow

2-3ASAI Application Planning and Design A_Tran — Used within a voice response script to transfer a call away from a T/R or LST1 channel on the VIS.

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2-4ASAI Application Planning and Designper-call basis. The DNIS information associated with a call is used to start a spe-cific voice script on the ch

2-5ASAI Application Planning and DesignThis single event is then passed to the host, thereby providing all information needed by the host application

2-6ASAI Application Planning and Designis that, once activated, routing scripts run continuously. Routing scripts, therefore, have the following gener

2-7ASAI Application Planning and Design Monitoring Script Design Monitoring scripts on the VIS are used to support data screen delivery applica-tions.

2-8ASAI Application Planning and DesignSteps 1 and 2 above are repeated by using additional Script Builder steps to cre-ate an infinite loop (that is,

2-9ASAI Application Planning and Designscreening agent and then use this data as the basis for data screens deliv-ered to other, specialized agents wh

2-10ASAI Application Planning and Designfor example, could be collected in the voice script, concatenated together, and then saved in the VIS Data fie

2-11ASAI Application Planning and Designthe CONNECT event for the transferred call is received.The call ID in the Other Call ID field of the CONNECT e

2-12ASAI Application Planning and DesignThe first concept to understand is call monitoring in transfer scenarios. VDN or ACD split domains are monitor

2-13ASAI Application Planning and Design With a consult transfer, the merge takes place after the second call is delivered to the second, specialized

ContentsIssue 1 October 1993 iiiTable of Contents i1 ASAI Overview 1-1 Overview of the Adjunct/SwitchApplication Interface Feature 1-1ASAI Voic

2-14ASAI Application Planning and Design The domain receiving the original call and any domains receiving the trans-ferred call must be monitored. I

2-15ASAI Application Planning and Design The call may again be transferred after having been serviced by Agent 2.In this case, an END event is not r

2-16ASAI Application Planning and DesignThe persons responsible for administration and application development must thoroughly understand the call flo

2-17ASAI Application Planning and Designtains the call ID of the original call delivered to Agent 1. Also, for example, the Calling Party Number fiel

2-18ASAI Application Planning and DesignHost Application Planning and Design In certain call center environments, the VIS ASAI system is integrated wi

2-19ASAI Application Planning and Design You may want to write an ANI learning module to automatically associate new ANI information with existing cu

2-20ASAI Application Planning and DesignData Screen Delivery Application Considerations Prior to the use of data screen delivery applications, a host

2-21ASAI Application Planning and Design— If the relationship between data terminals, terminal ID’s, and tele-phones is relatively stable, administrat

2-22ASAI Application Planning and DesignCommunications System Planning Communication system planning involves defining what changes must be made to yo

2-23ASAI Application Planning and DesignCall Center Operations PlanningThe persons responsible for call center or customer service operations should p

Contentsiv Issue 1 October 1993 Prerequisites for ASAI Installation 3-2 ASAI Hardware Architecture 3-3 Installing ASAI Hardware 3-4 Insta

2-24ASAI Application Planning and Designmust make sure that the original call is on “transfer” hold before completing the transfer. A call is said to

3-13 ASAI Installation Installation OverviewThis chapter contains information on installation and setup procedures for the CONVERSANT Voice Informat

3-2ASAI InstallationPrerequisites for ASAI InstallationTo install the Adjunct/Switch Application Interface feature on the CONVERSANT Voice Informatio

3-3ASAI InstallationASAI Hardware ArchitectureThe VIS is designed to operate with the DEFINITY Generic 3i. The IPCI card must be installed on the VIS

3-4ASAI InstallationInstalling ASAI HardwarePrior to installation, you should run the configurator program. For information on running the configurato

3-5ASAI InstallationFigure 3-3. IPCI Switch Settings For information on installing the IPCI Card in the system, refer to Chapter 5, “Installing Ci

3-6ASAI InstallationFigure 3-4. Typical Wiring for ASAI Link wiring.ps Installing ASAI SoftwareThe VIS ASAI software package is contained on high-de

3-7ASAI Installation10. Next, the package prompts you for the Interrupt Vector Number (IVN) of the IPCI card. Refer to the output of the configuratio

3-8ASAI InstallationRemoving the ASAI SoftwareTo remove the ASAI software, refer to the following procedure: NOTE:The ASAI feature package software mu

4-14ASAI AdministrationThis chapter describes the administrative screens that are provided with the ASAI feature package. For a step-by-step descripti

ContentsIssue 1 October 1993 v6 ASAI Script Builder Actions 6-1 ASAI Script Builder Actions Overview 6-1Defining A_Callinfo 6-2Defining A_Event

4-2ASAI AdministrationAfter you have logged into the VIS, the CONVERSANT VIS Version 4.0 screen should appear. If the CONVERSANT VIS Version 4.0 scre

4-3ASAI AdministrationFrom the Voice System Administration screen, highlight “Feature Packages” and press to open the Feature Packages screen (Figur

4-4ASAI Administration Figure 4-3. ASAI Administration ScreenThe ASAI Administration screen enables you to access the following administra-tive featur

4-5ASAI AdministrationChannel AdministrationThe Channel Administration screen provides one entry for each T/R or LST1 channel (VIS agent) that is admi

4-6ASAI AdministrationThe Channel Administration screen contains the following fields: The “CHANNEL” field indicates the T/R or LST1 channel number o

4-7ASAI AdministrationThe Channel Administration screen with the standard function keys is displayed in Figure 4-4. Note that you need to use CHG-KEYS

4-8ASAI AdministrationAdd Channel EntryThe Add A Channel Entry screen may be used to assign a Tip/Ring channel as a VIS agent. While the Channel Admin

4-9ASAI AdministrationChange Channel EntryThe Change A Channel Entry screen is used to change the extension of a VIS agent. NOTE:The channel must be l

4-10ASAI AdministrationRemove Channel EntryWhile the Channel Administration screen is active, press REMOVE to unassign a Tip/Ring channel as a VIS age

4-11ASAI Administrationfor each domain running a data-only script. A maximum of 32 virtual channels may be administered on the VIS.

Contentsvi Issue 1 October 1993

4-12ASAI AdministrationThe non-voice script that is assigned to a domain is started on the virtual channel when you use the ENABLE key in the Domain A

4-13ASAI AdministrationDiagnose IPCI BoardYou should use the Diagnose IPCI Board command when you suspect that there is a problem with the ASAI link.

4-14ASAI AdministrationDomain AdministrationThe Domain Administration screen is used to instruct the VIS adjunct on how to handle a call that was offe

4-15ASAI AdministrationBy default, the VIS updates the Domain Administration screen every 2 seconds. The Domain Administration screen contains the fol

4-16ASAI AdministrationThe “SERVICE” field indicates how the calls offered to the domain are handled by the VIS. The SERVICE field is used to specify

4-17ASAI AdministrationThe “STATUS” field indicates whether the domain is ready to receive call informa-tion. The domain STATUS can be one of the fol

4-18ASAI AdministrationOnce the domain is administered and made inserv, no manual intervention is required to bring the domain back into service durin

4-19ASAI AdministrationChange Domain EntryWhile the Domain Administration screen is active, press CHANGE to open the Change A Domain Entry screen (Fig

4-20ASAI AdministrationNOTE:The domain must be disabled before it can be removed. Initialize IPCI Board The IPCI Board must be initialized when it is

4-21ASAI AdministrationParameter Administration The ASAI Parameters screen is provided to allow adjustment of ASAI system parameters. These parameters

1-11ASAI Overview Overview of the Adjunct/SwitchApplication Interface FeatureThe AT&T Adjunct/Switch Application Interface (ASAI) is an optional p

4-22ASAI AdministrationIf you select CONNECTED in the CONNECT Event field, the CONNECT event is reported when the ASAI CONNECTED message is received f

4-23ASAI AdministrationThe Normal setting can be used for simple debugging of application scripts which use the A_Callinfo, A_Event, A_RouteSel, and A

4-24ASAI AdministrationShow ASAI Software Version The Show ASAI Software Version screen is a text screen which contains informa-tion on the software v

4-25ASAI AdministrationShow Status ASAI Link The Show Status of ASAI Link screen provides information on the current status of the ASAI link to the VI

4-26ASAI AdministrationTable 4-2. Show Status ASAI Link Displays Show Status of ASAI Link MeaningThe IPCI Board is on-line.Physical layer (L1) is DO

4-27ASAI Administration Take IPCI Board Off-lineThe Take IPCI Board Off-Line procedure takes the IPCI card off-line and effec-tively disables the link

4-28ASAI Administration

5-15Administering ASAI ASAI Administration OverviewAdministration of the ASAI feature is a three-step procedure performed through the VIS menu system.

5-2Administering ASAIAdministering the LinesThe lines (T/R or LST1) are administered as described in Chapter 5, “Switch Inter-face Administration” of

5-3Administering ASAI5. Select any name you choose and enter it into the “Name” field. Although it is not necessary, you may want to choose the same n

1-2ASAI OverviewThese types of applications can run simultaneously on a VIS. This implies that a VIS ASAI system provides co-resident voice response a

5-4Administering ASAIAdministering the VIS Agent LinesAfter creating and bringing the VIS ACD split domain into service, you must next administer and

5-5Administering ASAIOnce all the channels have been logged in, you are ready to run applications. If you have not done so already, you may now assig

5-6Administering ASAI

6-16ASAI Script Builder Actions For more information on defining a transaction and other Script Builder actions, refer to Chapter 4, “Defining the Tra

6-2ASAI Script Builder ActionsDefining A_CallinfoThe A_Callinfo action is used to access call information obtained from ASAI for a call on a VIS Agent

6-3ASAI Script Builder ActionsThe “Called Party Number” field stores the called party number. The value returned in the Called Party Number field can

6-4ASAI Script Builder ActionsTable 6-1. A_Callinfo FieldsDefining A_EventThe A_Event action retrieves information related to a call being monitored

6-5ASAI Script Builder ActionsYou must now define the A_Event step further. In the Define Transaction screen, highlight “External Action: A_Event,”

6-6ASAI Script Builder Actions(null string) is returned. If A_Event is reporting a route request (the Return Field returns a value of ‘R’), a string

6-7ASAI Script Builder ActionsThe “VIS Data” field returns a value previously saved in the VIS Data field of the A_Tran action in a voice script. If

1-3ASAI OverviewAs a call is delivered to the VIS, the VIS receives ASAI information related to the call. The ASAI feature allows the VIS to recogniz

6-8ASAI Script Builder Actions -4 — ASAI link is down and call information cannot be received from the switch. Refer to Appendix D, “Troubleshooting

6-9ASAI Script Builder ActionsTable 6-2. A_Event Return Field Value MeaningEach ABANDON, CONNECT, END, ROUTE REQUEST, and ABNORMAL ROUTE END event ret

6-10ASAI Script Builder ActionsTable 6-3. Fields Returned by A_Event for Each Event† The Routing ID field returns the ASAI cluster Id of the domain wh

6-11ASAI Script Builder ActionsTable 6-4. A_Event FieldsDefining A_RouteSelThe A_RouteSel action is used to send an ASAI route message to the PBX. Th

6-12ASAI Script Builder ActionsFigure 6-3. Define A_RouteSel Form Screen def_route.psEach of the fields in the Define A_RouteSel screen must contain a

6-13ASAI Script Builder ActionsThe “Split Extension” field is used only for direct agent calls. This field contains either a number or the name of a

6-14ASAI Script Builder Actions -3 — The ASAI system could not route the call. Check the Cause Value field for information on why the call could not

6-15ASAI Script Builder ActionsTo insure that the original caller is exposed to such operations, you must construct your vectors so that the transfer

6-16ASAI Script Builder ActionsEach of the fields in the Define A_Tran screen must contain a field name or con-stant which returns the following infor

6-17ASAI Script Builder ActionsThe “Call State” field stores the status of the call. If a call transfer was attempted, the Call State field will have