Page 1 585-350-812 Issue 1 October, 1993 Table of Contents Conversant VIS Adjunct Switch Application Interface Graphics ©...
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Page 3: Table Of Contents
Contents Table of Contents ASAI Overview Overview of the Adjunct/Switch Ap plication Interface Feature ASAI Voice Response Applications Routing Applications Data Screen Delivery Applications Advantages Using the VIS ASAI Feature ASAI Application Planning and Design ASAI Application Planning and Design Overview ASAI Application Planning and Design VIS Script Design ASAI Voice Script Design...
Page 4 Contents Prerequisites for ASAI Installation ASAI Hardware Architecture Installing ASAI Hardware Installing ASAI Software Removing the ASAI Software ASAI Administration ASAI Administration Overview Channel Administration Add Channel Entry Change Channel Entry Remove Channel Entry 4-10 Virtual Channel Administration 4-10 Diagnose IPCI Board 4-13 Domain Administration 4-14...
Page 5 Contents ASAI Script Builder Actions ASAI Script Builder Actions Overview Defining A_Callinfo Defining A_Event Defining A_RouteSel 6-11 Defining A_Tran 6-14 Sample Scripts Sample Scripts Overview Sample ASAI Voice Script Sample Routing Script Sample Monitoring Script Sample Scripts ASAI Performance Performance Overview Voice Response Integration Data Screen Delivery Routing Applications...
Page 6: Issue
Contents Issue 1 October 1993...
Page 7: Asai Overview
ASAI Overview 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".
Page 8: Asai Voice Response Applications
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 same VIS, and then be monitored by the same VIS as the call is ultimately delivered to a live agent.Furthermore, integra- tion of the voice response and monitoring capabilities allows screens delivered by...
Page 9 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).
Page 10: Routing Applications
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 specific agent.
Page 11: Data Screen Delivery Applications
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 is connected.
Page 12 ASAI Overview Figure 1-3. Data Screen Delivery Applications gateway.pic Note that the delivery of data screens is not a function of the VIS itself. A special host application is developed by your company or a third party to perform this function.
Page 13 ASAI Overview Incoming Call Delivered Directly to Agent by ACD — In this call flow sce- nario, incoming trunk calls are delivered directly to live agents. Here, data screens delivered to agents would be based primarily on ANI, DNIS, and/or call prompting information.
Page 14: Advantages Using The Vis Asai Feature
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 collected in a voice script.
Page 15 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 applications reduces the time needed to service calls.
Page 16 ASAI Overview 1-10...
Page 17: Asai Application Planning And Design
ASAI Application Planning and Design ASAI Application Planning and Design Overview This chapter contains information on planning and designing an application that will be used with the AT&T Adjunct/Switch Application Interface (ASAI) feature on the CONVERSANT Voice Information System (VIS). ASAI Application Planning and Design Access to ASAI capabilities is provided through the high-level Script Builder appli-...
Page 18: Vis Script Design
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 Generic 3i system.
Page 19: Asai Voice Script Design
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 applications are designed using the A_Callinfo and A_Transactions within voice response scripts.
Page 20 ASAI Application Planning and Design per-call basis. The DNIS information associated with a call is used to start a spe- cific voice script on the channel receiving the call. The A_Callinfo action can then be used within the script to retrieve this information and use it in subsequent Script Builder actions.
Page 21: Routing Script Design
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 on the DEFINITY Generic 3i system.
Page 22 ASAI Application Planning and Design is that, once activated, routing scripts run continuously. Routing scripts, therefore, have the following general structure: 1. An A_Event action to wait for and retrieve a ROUTE REQUEST event from lower-level ASAI software on the VIS. Once the A_Event action retrieves a ROUTE REQUEST event, subsequent actions below are executed.
Page 23: Monitoring Script Design
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 information about these calls and forwards this information to a host application.
Page 24 ASAI Application Planning and Design Steps 1 and 2 above are repeated by using additional Script Builder steps to cre- ate an infinite loop (that is, script labels and Goto actions). A sample monitoring script is provided in Appendix A, “Sample Scripts.” A monitoring script may not contain any Script Builder actions which pertain to voice response capabilities (Announce, Prompt and Collect, etc.).
Page 25: Vis-To-Agent Transfers
ASAI Application Planning and Design screening agent and then use this data as the basis for data screens deliv- ered to other, specialized agents which may receive the call. The agent-to- agent transfer can be placed to a monitored domain or to an individual sta- tion and is monitored with a VDN or ACD type monitoring script.
Page 26 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 transferred call is delivered to an agent.
Page 27: Agent-To-Agent Transfers
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.
Page 28 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 of these monitored domains.
Page 29: Blind Transfer
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 consult transfers, the VIS can only provide information related to the second call in the CONNECT event for the second call.
Page 30 ASAI Application Planning and Design The domain receiving the original call and any domains receiving the trans- ferred call must be monitored. In call-center operations that use blind transfer, the host application may tag current call data by call ID. The call ID allows the application to deter- mine which data is associated with the call as the call is transferred to a monitored domain or station.
Page 31: Consult Transfer
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 pertinent to the original call.
Page 32 ASAI Application Planning and Design The persons responsible for administration and application development must thoroughly understand the call flow described previously. In addition, note the fol- lowing: With a consult transfer, Agent 1 and Agent 2 generally both view the call data in a private consultation while the caller is on soft hold.
Page 33 ASAI Application Planning and Design tains the call ID of the original call delivered to Agent 1. Also, for example, the Calling Party Number field of this CONNECT event contains the ANI of the original caller. If for some reason calls are transferred to non-monitored domains, unex- pected operation can result.
Page 34: Host Application Planning And Design
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 software application is not part of the VIS ASAI product.
Page 35: Asai Voice Response Application Considerations
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 situations where a single ANI is associated with multi- ple calling customers.
Page 36: Data Screen Delivery Application Considerations
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. With data screen delivery applications, a new input to the application is provided.
Page 37 ASAI Application Planning and Design — If the relationship between data terminals, terminal ID’s, and tele- phones is relatively stable, administration of the host application can maintain a fixed mapping between phones and terminals. The agent screen application should be able to operate even if the VIS is not delivering call events.
Page 38: Communications System Planning
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 that should be considered when planning for the changes to the communications sys- tem.
Page 39: Call Center Operations Planning
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 response appli- cations reduces the volume of calls handled by live agents.
Page 40 ASAI Application Planning and Design must make sure that the original call is on “transfer” hold before completing the transfer. A call is said to be on transfer hold when the call was placed on hold by hitting the Transfer button. This is as opposed to “regular” hold where the call is placed on hold by hitting the Hold button.
Page 41: Asai Installation
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. Refer to Chapter 2, “Installing The Base System Software” in CONVERSANT VIS Software Installation , 585-350-111 for additional information on general voice system installation procedures.
Page 42: Prerequisites For Asai Installation
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 one or more T1 cards (AYC11 or AYC3B) with Signal Processor installed Network Support Utilities (1.2) Version 2.0 One ISDN PC Interface (IPCI) card...
Page 43: Asai Hardware Architecture
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 System Generic 1 and Generic 3i System Descrip- tion, 555-230-200 .
Page 44: Installing Asai Hardware
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 output from the show_config command and Figure 3-3, set the Base RAM address selection switches on the IPCI card.
Page 45 ASAI Installation Set These Switches Base Address 0c8000h 0cc000h 0d0000h 0d4000h 0d8000h 0dc000h 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.
Page 46: Installing Asai Software
ASAI Installation CONVERSANT VIS (Version 3.1) ISDN PC INTERFACE BOARD HEADSET MAXIMUM 1900 FEET DEFINITY Generic 3i TN556 PHONE ISDN/BRI X CONN 103 TYPE BLOCK CONN BLOCK LINE TYPICALLY 66 OR 110 TRANS - AUXILLIARY POWER TYPE TRANS + TRAN- REC + REC- REC -...
Page 47 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 .
Page 48: Removing The Asai Software
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 software, you will need to stop the voice system.
Page 49: Asai Administration
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 Administration Overview NOTE: The ASAI feature uses a menu-driven user interface.
Page 50 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 highlight “Voice Sys- tem Administration”, then press .
Page 51 ASAI Administration From the Voice System Administration screen, highlight “Feature Packages” and press to open the Feature Packages screen (Figure 4-2). ENTER Feature Packages ASAI Administration Select a feature package and press Enter HELP PREV-FRM NEXT-FRM CANCEL CMD-MENU CHG-KEYS Figure 4-2. Feature Packages Screen To access ASAI administration from the Feature Packages screen, highlight “ASAI Administration”, then press to display the ASAI Administration...
Page 52 ASAI Administration ASAI Administration Channel Administration Diagnose IPCI Board Domain Administration Initialize IPCI Board Parameter Administration Show ASAI Software Version Show Status of ASAI Link Take IPCI Board Off-line Please highlight the item you want and press Enter HELP CANCEL CHG-KEYS Figure 4-3.
Page 53: Channel Administration
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 diagram of a typical application.
Page 54 ASAI Administration The Channel Administration screen contains the following fields: The “CHANNEL” field indicates the T/R or LST1 channel number on the VIS. The “EXTENSION” field indicates the Private Branch Exchange (PBX) extension number assigned for the channel. The “LOGIN” field indicates whether or not the channel is intended to be logged in to the ACD split.
Page 55 ASAI Administration The Channel Administration screen with the standard function keys is displayed in Figure 4-4. Note that you need to use CHG-KEYS to switch the function key dis- play from the standard to the screen-specific set of commands, or vice versa. The screen-specific function keys in the Channel Administration screen perform the following functions: ADD —...
Page 56: Add Channel Entry
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.
Page 57: Change Channel Entry
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 (Figure 4-6).
Page 58: Remove Channel Entry
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 procedure.
Page 59 ASAI Administration for each domain running a data-only script. A maximum of 32 virtual channels may be administered on the VIS. 4-11...
Page 60 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 inserv to any other state, the non-voice response script running on the virtual channel is aborted.
Page 61: Diagnose Ipci Board
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 information on initializing the IPCI card.
Page 62: Domain Administration
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.
Page 63 ASAI Administration By default, the VIS updates the Domain Administration screen every 2 seconds. The Domain Administration screen contains the following fields: The “NAME” field indicates the domain name. You may choose any name for the domain name. The “TYPE” field indicates the VIS domain type. The domain TYPE can be one of the following: —...
Page 64 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 disabled and enabled each time the script is verified and installed via Script Builder.
Page 65 ASAI Administration The “STATUS” field indicates whether the domain is ready to receive call informa- tion. The domain STATUS can be one of the following. Refer to Appendix D, “Troubleshooting ASAI” for additional information. broken (broken) — A virtual channel could not be allocated for the service assigned to this domain.
Page 66: Add Domain Entry
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 inserv, the default script is invoked.
Page 67: Change Domain Entry
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. Change A Domain Entry Name: _________ Type: _________ Ext :_________ Service: _________...
Page 68: Initialize Ipci Board
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.
Page 69: Parameter Administration
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 Administration” and then press .
Page 70 ASAI Administration If you select CONNECTED in the CONNECT Event field, the CONNECT event is reported when the ASAI CONNECTED message is received from the PBX.Typi- cally, this corresponds to when the call is answered. If you select CONNECTED, VIS Data is transferred to subsequent CONNECT event reports when a call is transferred from one live agent to another (provided the transfer is a blind trans- fer).
Page 71 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_Event, and A_RouteSel, and A_Tran script actions.
Page 72: Show Asai Software Version
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 press .
Page 73: Show Status Asai Link
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 ENTER display link status information.
Page 74 ASAI Administration Table 4-2. Show Status ASAI Link Displays Show Status of ASAI Link Meaning The IPCI Board is on-line. L1 DOWN, L2 DOWN Physical layer (L1) is DOWN, Link Layer (L2) is DOWN The IPCI Board is on-line. L1 UP, L2 DOW Physical layer (L1) is UP, Link Layer (L2) is DOWN The IPCI Board may be faulty or non-existent.
Page 75: Take Ipci Board Off-Line
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 reinitialize the IPCI card, you must take the card off-line by executing the following command before you may execute the Initialize the IPCI card command.
Page 76 ASAI Administration 4-28...
Page 77: Administering Asai
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 Automatic Call Distributor (ACD) on the Private Branch Exchange (PBX) are directed to (agent) lines on the VIS.
Page 78: Administering The Lines
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 certain versions) system, select “AT&T System 75”...
Page 79 Administering ASAI 5. Select any name you choose and enter it into the “Name” field. Although it is not necessary, you may want to choose the same name given to the split on the PBX. To display the PBX name for the split, type list hunt at the DEFINITY Generic 3i system console.
Page 80: Administering The Vis Agent Lines
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 Chapter 6, "ASAI Script Builder Actions".
Page 81 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 VIS Version 4.0 Opera- tions , 585-350-703, Chapter 3, “Configuration Management.”...
Page 82 Administering ASAI...
Page 83: Asai Script Builder Actions
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”...
Page 84: Defining A_Callinfo
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 environment.
Page 85 ASAI Script Builder Actions The “Called Party Number” field stores the called party number. The value returned in the Called Party Number field can be up to 20 characters in length. If the Called Party Number is not known, a string of length 0 (null value) is returned. The “Switch Data”...
Page 86: Defining A_Event
ASAI Script Builder Actions Table 6-1. A_Callinfo Fields Field Input/Output Required? Field Type Field Size Calling Party Number ouput required char Called Party Number output required char Switch Data output required char Trunk Group ID output required – Call Id output required –...
Page 87 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. Define A_Event Connected Party Number: ____________________ Phone number: _________ Calling Party Number: ____________________ Called Party Number: ____________________ Switch Data: ____________________ Trunk Group Id: ____________________...
Page 88 ASAI 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 of length 0 (null value) is returned. The value returned can be up to 20 characters in length. The “Calling Party Number”...
Page 89 ASAI Script Builder Actions The “VIS Data” field returns a value previously saved in the VIS Data field of the A_Tran action in a voice script. If the call was not previously transferred using A_Tran, then a string of length 0 (null value) is returned. For example, a voice script which responds to an incoming call to the VIS (on a channel administered for ASAI) collects information from the caller and saves information in the VIS Data field of the A_Tran action and then uses A_Tran to transfer the call to a...
Page 90 ASAI Script Builder Actions -4 — ASAI link is down and call information cannot be received from the switch. Refer to Appendix D, “Troubleshooting ASAI” for information on troubleshooting the ASAI digital link. -5 — Illegal request. The channel requesting the information is not a chan- nel assigned by an ASAI domain to receive event messages.
Page 91 ASAI Script Builder Actions Table 6-2. A_Event Return Field Value Meaning Return Value Meaning Explanation ABANDON The caller abandoned the call before the agent answered it. CONNECT If CONNECT is sent on alerting message,then this indicates that the agent specified in the Connected Number field has been alerted.
Page 92 ASAI Script Builder Actions Table 6-3. Fields Returned by A_Event for Each Event Event A_Event Field CONNECT ROUTE ABNORMAL ABANDON REQUEST ROUTE END Connected Party Number Calling Party Number Called Party Number Switch Data Trunk Group Number Call Id Other Call Id LAI Display VIS Data Routing ID...
Page 93: Defining A_Routesel
ASAI Script Builder Actions Table 6-4. A_Event Fields Field Input/Output Required? Field Type Field Size Connected Number output required char Calling Party Number output required char Called Party Number output required char Switch Data output required char Trunk Group Id output required –...
Page 94 ASAI Script Builder Actions Figure 6-3. Define A_RouteSel Form Screen def_route.ps Each of the fields in the Define A_RouteSel screen must contain a field name or constant which returns the following information. Refer to Table 6-5 for a summary of the information in each of these fields. CAUTION: You should specify only ‘num’...
Page 95 ASAI Script Builder Actions The “Split Extension” field is used only for direct agent calls. This field contains either a number or the name of a field which contains a number identifying a valid ACD split. The Split Extension may be up to 5 digits in length. If the Split Exten- sion field is used, the call is treated as a direct agent call and routed to the agent identified in the Destination Number field via the split identified in the Split Exten- sion field.
Page 96: Defining A_Tran
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 —...
Page 97 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 queuing the call to a dummy split before performing call prompting operations.
Page 98 ASAI Script Builder Actions Each of the fields in the Define A_Tran screen must contain a field name or con- stant which returns the following information. Refer to Table 6-6 for a summary of the information in each of these fields. CAUTION: You should specify only ‘num’...
Page 99 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 —...
Page 100 ASAI 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 see if the ASAI system is running. -17 — A_Tran received an error from the ASAI system when trying to put the original call on hold.
Page 101: Sample Scripts
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 and A_Tran actions, a routing script developed with the A_Event and A_RouteSel actions, and a monitoring script developed with the A_Event action.
Page 102: Sample Asai Voice Script
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, standard Script Builder actions # can be used to greet the caller, collect information, etc.
Page 103 Evaluate If $MATCH_FOUND = 0 Set Field Value Field: dest_num = “5678” Field: split_num = ““ End Evaluate # Transfer the call. Place the account number (account_num) in the # visdata field. The ASAI DIP on the VIS saves this data and # associates it with the transferred call.
Page 104: Sample Routing Script
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 therefore would receive only route requests (that is, # no CONNECT, ABANDON, or END messages would be received or # processed by this script).
Page 105 Modify Table Table Name : rtg_err Operation: Add Field: clg_num = calling_num Field: cld_num = called_num Field: err_cause = cause Field callid_value = call_id Else Goto begin_loop End Evaluate End Evaluate Read Table Table Name: ani_db Search From Beginning Field: ani = calling_num # Set defaults in case no match is found in the table: dest_num is set # to the default destination (split 1234).
Page 106: Sample Monitoring Script
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”...
Page 107 Evaluate If event_ret != “‘C’” Goto Event_start End Evaluate # Send data to the host. Only connected agent, ANI, DNIS, and # VIS data are used in this example application. # It is assumed that Aid Key for sending the data to the host is # PF3.
Page 109: Sample Scripts
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 Routing application performance For general information concerning performance of the CONVERSANT Voice Information System (VIS), refer to the Appendix E, “Performance Information”...
Page 110: Voice Response Integration
Voice Response Integration Up to 2,500 busy hour calls are supported by the VIS. Voice Response Integra- tion involves calls offered to VIS T/R or LST1 lines and transferred to an agent with data screen delivery. Data Screen Delivery Up to 10,000 busy hour calls are supported by the VIS. Data Screen Delivery involves calls offered directly to a monitored live agent split with either the VIS or the host delivering a data screen to the agent terminal.

AT&T Conversant VIS User Manual

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1 ASAI Overview

2 ASAI Application Planning and Design

3 ASAI Installation

4 ASAI Administration

5 Administering ASAI

6 ASAI Script Builder Actions

Sample Scripts

Sample Scripts

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