AT&T 585-350-812 - Manuals

Contents Issue 1 October 1993 v 6 ASAI Script Builder Actions 6-1 ■ ASAI Script Builder A ctions 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 ■ Samp le Scripts Overview A-1 Sample ASAI Voice Script A-2 Sample Routing Scr...

1-1 1 ASAI Overview Overview of the Adjunct/SwitchApplication 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 Ap...

1-2 ASAI Overview These types of applications can run simultaneously on a VIS. This implies that a VIS ASAI system provides co-resident voice response and PBX-to-host gateway capabilities. A single call, for instance, may first be routed by the VIS, handled with a voice response application on the s...

1-4 ASAI Overview ■ Caller Dependent Transfers — The full ten-digit ANI could be used to iden-tify 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 spe...

1-5 ASAI Overview These call routing requests are generated by the DEFINITY Generic 3i when a call is processed by specific call vectors on the DEFINITY Generic 3i. Information as to where calls should be routed may reside on the VIS in a local database or may be provided by a host to which the VIS ...

1-8 ASAI Overview (the initial incoming call to the voice response unit and the second, transferred call which is delivered to an agent). With the VIS ASAI feature, a single message to the host over a single interface provides all the information needed to deliver a data screen based on data collect...

1-9 ASAI Overview the overall VIS/host application. In addition, the use of DNIS in voice response applications to enable T/R or LST1 channel sharing means that more calls can be serviced with the same number of VIS channels. ■ Reduced Cost of Doing Business The use of data screen delivery applicati...

2-2 ASAI Application Planning and Design ■ Routing Applications - The Routing capability of ASAI and DEFINITY Generic 3i call vectoring is used to allow the VIS to act as a routing server. A “routing” script on the VIS receives, processes, and responds to call rout-ing requests sent by the DEFINITY ...

2-3 ASAI 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. This action makes use of the Third Party Call Control capability of ASAI to effect the transfer. ASAI Voice Script Design ASAI voice response applica...

2-5 ASAI Application Planning and Design This single event is then passed to the host, thereby providing all information needed by the host application in a single message. Routing Script Design Routing applications make use of the routing capability supported by ASAI and the call vectoring feature ...

2-7 ASAI Application Planning and Design Monitoring Script Design Monitoring scripts on the VIS are used to support data screen delivery applica-tions. The Notification capability of ASAI is used to track the progress of calls that are delivered to agents. A monitoring script on the VIS receives inf...

2-10 ASAI Application Planning and Design for example, could be collected in the voice script, concatenated together, and then saved in the VIS Data field. The monitoring script which receives this data in call events could then unbundle the information for use in data screen delivery when the trans...

2-11 ASAI Application Planning and Design the CONNECT event for the transferred call is received.The call ID in the Other Call ID field of the CONNECT event can be used to correlate the two calls. ■ The call may again be transferred after having been serviced by the live agent. In this case, an END ...

2-12 ASAI Application Planning and Design The first concept to understand is call monitoring in transfer scenarios. VDN or ACD split domains are monitored by the VIS by assigning monitoring scripts as described in Chapter 4, "ASAI Administration". A call becomes monitored once it enters one ...

2-13 ASAI Application Planning and Design With a consult transfer, the merge takes place after the second call is delivered to the second, specialized agent. In this case, the original call is still on hold at the first agent’s phone when the second call is delivered to the second agent. Hence, for ...

2-15 ASAI 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 reported until all transferring is completed and the call terminates normally. As in the single transfer case, the END event contains information pert...

2-18 ASAI Application Planning and Design Host Application Planning and Design In certain call center environments, the VIS ASAI system is integrated with a host computer. As discussed previously, you must provide or obtain the host software application that works with the VIS ASAI system. This host...

2-19 ASAI Application Planning and Design ■ You may want to write an ANI learning module to automatically associate new ANI information with existing customer records. Agents and voice response scripts can verify ANI information passed by the DEFINITY Generic 3i to the VIS. ■ You should allow for si...

2-20 ASAI Application Planning and Design Data Screen Delivery Application Considerations ■ Prior to the use of data screen delivery applications, a host application typ-ically waits for input from agents before performing an operation. Thus, the agent’s input generally controls the application. Wit...

2-22 ASAI Application Planning and Design Communications System Planning Communication system planning involves defining what changes must be made to your company’s communications system software configuration and ACD envi-ronment to support the planned applications. The following is a list of items...

2-23 ASAI Application Planning and Design Call Center Operations Planning The persons responsible for call center or customer service operations should plan for the changes that occur in those operations when the VIS ASAI system is added to the call center. In particular, the use of automated voice ...

3-1 3 ASAI Installation Installation Overview This chapter contains information on installation and setup procedures for the CONVERSANT Voice Information System (VIS) Adjunct/Switch Application Inter-face (ASAI) software package. ASAI-specific installation processes are discussed in this chapter. Re...

3-2 ASAI Installation Prerequisites for ASAI Installation To install the Adjunct/Switch Application Interface feature on the CONVERSANT Voice Information System (VIS) Version 3.1, you need the following: ■ One or more Tip/Ring cards (IVP4, IVP6, or a VRS6) with Signal Processor installed OR one or m...

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...

3-4 ASAI Installation Installing ASAI Hardware Prior to installation, you should run the configurator program. For information on running the configurator program, refer to Chapter 3, “Allocating System Resources” in the hardware installation and upgrade book for your platform. Referring to the outp...

3-5 ASAI Installation Figure 3-3. IPCI Switch Settings For information on installing the IPCI Card in the system, refer to Chapter 5, “Installing Circuit Cards” in the hardware installation and upgrade book for your platform. Figure 3-4 shows a typical wiring architecture for the ASAI link. Note tha...

3-6 ASAI Installation Figure 3-4. Typical Wiring for ASAI Link wiring.ps Installing ASAI Software The VIS ASAI software package is contained on high-density 3.5” floppy disks. Use the following procedures to install the software package. 6. Log in to the VIS as root. 7. Type installpkg at the UNIX s...

3-7 ASAI Installation 10. Next, the package prompts you for the Interrupt Vector Number (IVN) of the IPCI card. Refer to the output of the configuration program to determine what interrupt number to use. Type in the number you have selected and then press . If you wish to cancel the software install...

3-8 ASAI Installation Removing the ASAI Software To remove the ASAI software, refer to the following procedure: NOTE : The ASAI feature package software must be removed before the ASAI Library package software. 1. Before you remove the ASAI feature package software or the ASAI library package softwa...

4-1 4 ASAI Administration This chapter describes the administrative screens that are provided with the ASAI feature package. For a step-by-step description of a typical voice-response appli-cation involving a VIS ACD and VIS agents, refer to Chapter 5, "Administering ASAI". ASAI Administrati...

4-2 ASAI Administration After you have logged into the VIS, the CONVERSANT VIS Version 4.0 screen should appear. If the CONVERSANT VIS Version 4.0 screen does not appear, type cvis_mainmenu at the system prompt to display the CONVERSANT VIS Version 4.0 screen. From this screen, use the arrow keys to...

4-3 ASAI Administration From the Voice System Administration screen, highlight “Feature Packages” and press to open the Feature Packages screen (Figure 4-2). Figure 4-2. Feature Packages Screen To access ASAI administration from the Feature Packages screen, highlight “ASAI Administration”, then pres...

4-4 ASAI Administration Figure 4-3. ASAI Administration Screen The ASAI Administration screen enables you to access the following administra-tive features associated with ASAI: ■ Channel Administration ■ Diagnose ISDN PC Interface (IPCI) Board ■ Domain Administration ■ Initialize IPCI Board ■ ASAI P...

4-5 ASAI Administration Channel Administration The Channel Administration screen provides one entry for each T/R or LST1 channel (VIS agent) that is administered as a member of the VIS ACD split. It pro-vides a mapping between the VIS channels and the PBX extension numbers. Refer to Figure 4-1 for a...

4-8 ASAI Administration Add Channel Entry The Add A Channel Entry screen may be used to assign a Tip/Ring channel as a VIS agent. While the Channel Administration screen is active, press ADD to open the Add A Channel Entry screen (Figure 4-5). Figure 4-5. Add Channel Entry Screen achannel.ps The Add...

4-9 ASAI Administration Change Channel Entry The Change A Channel Entry screen is used to change the extension of a VIS agent. NOTE : The channel must be logged out before it may be changed. While the Channel Administration screen is active, press CHANGE to open the Change A Channel Entry screen (Fi...

4-10 ASAI Administration Remove Channel Entry While the Channel Administration screen is active, press REMOVE to unassign a Tip/Ring channel as a VIS agent. You will receive a confirmation screen asking you if you wish to REMOVE the selected item. Press to continue or CANCEL to abort the removal pro...

4-12 ASAI Administration The non-voice script that is assigned to a domain is started on the virtual channel when you use the ENABLE key in the Domain Administration screen to place the domain into service (inserv). Note that if the domain changes from i nserv to any other state, the non-voice respo...

4-13 ASAI Administration Diagnose IPCI Board You should use the Diagnose IPCI Board command when you suspect that there is a problem with the ASAI link. Note that the IPCI card must be on-line before it may be diagnosed. Refer to the Initialize IPCI Board procedures later in this chap-ter for inform...

4-14 ASAI Administration Domain Administration The Domain Administration screen is used to instruct the VIS adjunct on how to handle a call that was offered to a specific domain. For voice-response applica-tions, there may be only one entry of type ACD to which the VIS service is assigned. Other dom...

4-16 ASAI Administration The “SERVICE” field indicates how the calls offered to the domain are handled by the VIS. The SERVICE field is used to specify a script which services the domain. NOTE : To make sure that the latest version of a script is picked up, the corre-sponding domain should be disabl...

4-18 ASAI Administration Once the domain is administered and made inserv, no manual intervention is required to bring the domain back into service during recovery (for example, switch or VIS reboot) or upon restarting the voice system. If a VIS domain with a script assigned to it is in any state but...

4-19 ASAI Administration Change Domain Entry While the Domain Administration screen is active, press CHANGE to open the Change A Domain Entry screen (Figure 4-11). NOTE : The domain must be disabled before it can be changed. Figure 4-11. Change Domain Entry Screen The Change A Domain Entry screen co...

4-20 ASAI Administration NOTE : The domain must be disabled before it can be removed. Initialize IPCI Board The IPCI Board must be initialized when it is taken off-line. The Initialize IPCI Board procedure downloads the driver software onto the card and puts the card on-line. The IPCI card is now ac...

4-21 ASAI Administration Parameter Administration The ASAI Parameters screen is provided to allow adjustment of ASAI system parameters. These parameters affect the behavior of the ASAI feature. To open the ASAI Parameters screen from the ASAI Administration screen, high-light “Parameter Administrati...

4-23 ASAI Administration The Normal setting can be used for simple debugging of application scripts which use the A_Callinfo, A_Event, A_RouteSel, and A_Tran actions. Normal detail causes trace to display Low detail information as well as information pertaining to the processing of the A_Callinfo, A...

4-24 ASAI Administration Show ASAI Software Version The Show ASAI Software Version screen is a text screen which contains informa-tion on the software versions loaded onto the VIS. To show the ASAI Software Version from the ASAI Administration screen, highlight “Show ASAI Software Ver-sion”, then pr...

4-25 ASAI Administration Show Status ASAI Link The Show Status of ASAI Link screen provides information on the current status of the ASAI link to the VIS. To show the status of the ASAI link from the ASAI Administration screen, highlight “Show Status of ASAI Link”, then press to display link status ...

4-26 ASAI Administration Table 4-2. Show Status ASAI Link Displays Show Status of ASAI Link Meaning The IPCI Board is on-line.Physical layer (L1) is DOWN, Link Layer (L2) is DOWN L1 DOWN, L2 DOWN The IPCI Board is on-line.Physical layer (L1) is UP, Link Layer (L2) is DOWN L1 UP, L2 DOW The IPCI Boar...

4-27 ASAI Administration Take IPCI Board Off-line The Take IPCI Board Off-Line procedure takes the IPCI card off-line and effec-tively disables the link between the IPCI card and the driver software.If you sus-pect that there might be problems with the ASAI communications and you would like to reini...

5-1 5 Administering ASAI ASAI Administration Overview Administration of the ASAI feature is a three-step procedure performed through the VIS menu system. The following administration procedures assume you are installing a voice response application with a configuration in which calls placed to an Au...

5-2 Administering ASAI Administering the Lines The lines (T/R or LST1) are administered as described in Chapter 5, “Switch Inter-face Administration” of CONVERSANT VIS Version 4.0 Operations , 585-350-703. To be certain that you select options that are compatible with the DEFINITY Generic 3i (only c...

5-4 Administering ASAI Administering the VIS Agent Lines After creating and bringing the VIS ACD split domain into service, you must next administer and log in the lines as VIS agent lines. This is required if your service is going to use DNIS or the A_Callinfo or the A_Tran actions described in Cha...

5-5 Administering ASAI Once all the channels have been logged in, you are ready to run applications. If you have not done so already, you may now assign DNIS service to channels using the Assign Service To Voice Channels screen and Assign Services to Called Numbers screen as described in CONVERSANT ...

6-1 6 ASAI Script Builder Actions For more information on defining a transaction and other Script Builder actions, refer to Chapter 4, “Defining the Transaction” in the CONVERSANT VIS Script Builder , 585-350-704. For additional information on actions, refer to Chapter 10, “Using Advanced Features” ...

6-2 ASAI Script Builder Actions Defining A_Callinfo The A_Callinfo action is used to access call information obtained from ASAI for a call on a VIS Agent line. The A_Callinfo action returns the Calling Party Number and Called Party Number associated with an incoming call to the transaction script en...

6-4 ASAI Script Builder Actions Table 6-1. A_Callinfo Fields Defining A_Event The A_Event action retrieves information related to a call being monitored by an ASAI domain. This action must be used with all scripts assigned to a domain. (Refer to Chapter 4, "ASAI Administration" for informati...

6-5 ASAI Script Builder Actions You must now define the A_Event step further. In the Define Transaction screen, highlight “External Action: A_Event,” then press DEFINE. The Define A_Event screen opens. Figure 6-2. Define A_Event From Screen Each of the fields in the Define A_Event screen must contai...

6-9 ASAI Script Builder Actions Table 6-2. A_Event Return Field Value Meaning Each ABANDON, CONNECT, END, ROUTE REQUEST, and ABNORMAL ROUTE END event returns information pertaining to the event. Table 6-3 indi-cates what fields the A_Event action returns for each event. Return Value Meaning Explanat...

6-11 ASAI Script Builder Actions Table 6-4. A_Event Fields Defining A_RouteSel The A_RouteSel action is used to send an ASAI route message to the PBX. The A_RouteSel action is used in conjunction with the A_Event action and may be used to construct scripts assigned to RTE type domains. Note that the...

6-14 ASAI 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 be routed. ■ -11 — Destination Number exceeds 20 characters. ■ -13 — Split Extension exceeds 5 characters. ■ -15 — Routing Id is 0 or less. Table 6-...

6-15 ASAI Script Builder Actions To insure that the original caller is exposed to such operations, you must construct your vectors so that the transfer is forced to complete before such operations are performed. Examples include queuing the call to the agent split before playing announcements and qu...

6-17 ASAI Script Builder Actions The “Call State” field stores the status of the call. If a call transfer was attempted, the Call State field will have one of the following values: ■ 0 — Call State information not available. ■ 1 — Destination Number is ringing (alerting). ■ 4 — Transfer was denied. ...

A-1 A Sample Scripts Sample Scripts Overview This chapter provides examples of scripts developed using the AT&T Adjunct/Switch Application Interface (ASAI) feature on the CONVERSANT Voice Informa-tion System (VIS). Included in this chapter is an ASAI voice script developed with the A_Callinfo an...

A-2 Sample ASAI Voice Script Following is an example of an ASAI voice script that has been developed with the A_Callinfo and A_Tran actions. start:# This is a sample voice script making use of the A_Tran action.# This script would be used to handle calls at a T/R channel.## In steps 1 through 3, sta...

A-4 Sample Routing Script Following is an example of an ASAI routing script that has been developed with the A_Event and A_RouteSel actions. start:# This is a sample routing script making use of the A_Event action.# This script would be given, via administration, a “RTE” type# designation and theref...

A-6 Sample Monitoring Script Following is an example of an ASAI monitoring script that has been developed with the A_Event action. start:# This is a sample monitoring script making use of the A_Event action.# This script would be given, via administration, a “VDN”,# “ACD”, or “CTL” type designation....

C-1 C Sample Scripts ASAI Performance Performance Overview This chapter contains performance information to be used with the AT&T Adjunct/Switch Application Interface feature. The topics included in this chapter are: ■ Voice response integration performance ■ Data screen delivery performance ■ R...