AT&T 585-350-812 User Manual
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 that
should be considered when planning for the changes to the communications sys-
tem.
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.
■
A DEFINITY Generic 3i system with ASAI software is required to imple-
ment VIS ASAI applications.
ment VIS ASAI applications.
■
Call vectoring is strongly recommended for use in implementing all VIS
ASAI applications. This is especially true for data screen delivery applica-
tions which involve agent-to-agent transfers or DNIS service and voice
response applications which make use of DNIS service.
ASAI applications. This is especially true for data screen delivery applica-
tions which involve agent-to-agent transfers or DNIS service and voice
response applications which make use of DNIS service.
■
Call vectoring is mandatory for routing applications. Call vectoring is also
mandatory for data screen delivery applications which make use of call
prompting information. Note that the call prompting capability of vectoring
is an additional, optional feature over and above the optional call vectoring
feature.
mandatory for data screen delivery applications which make use of call
prompting information. Note that the call prompting capability of vectoring
is an additional, optional feature over and above the optional call vectoring
feature.
■
If feasible, you may wish to aggregate agents currently in multiple splits
into a single split. This minimizes the number of domains that are moni-
tored by the VIS and allows agents to be used more efficiently. Since DNIS
is available in call events, you can have a single split of agents handle sev-
eral applications. The host application can use DNIS to provide information
screens that tell agents how to answer and handle calls.
into a single split. This minimizes the number of domains that are moni-
tored by the VIS and allows agents to be used more efficiently. Since DNIS
is available in call events, you can have a single split of agents handle sev-
eral applications. The host application can use DNIS to provide information
screens that tell agents how to answer and handle calls.
■
You must plan your call flows carefully if multiple ASAI adjuncts will be
used with the same DEFINITY Generic 3i system. Once a call becomes
monitored by a particular VIS, the call cannot be redirected or transferred
to a domain monitored by another VIS or ASAI adjunct. This is a consider-
ation primarily for data screen delivery applications. For example, if you
have agent-to-agent transfers for data screen delivery applications, agents
must restrict transfers to domains monitored by the same VIS that monitors
calls delivered to them. Also, for example, you may have VIS-to-agent
transfers to support data screen delivery based on VIS collected data. In
this case, multiple VIS systems should be configured to “front end” mutu-
ally exclusive sets of live agents. These considerations do not apply if only
one VIS ASAI system is used and it is the only ASAI adjunct.
used with the same DEFINITY Generic 3i system. Once a call becomes
monitored by a particular VIS, the call cannot be redirected or transferred
to a domain monitored by another VIS or ASAI adjunct. This is a consider-
ation primarily for data screen delivery applications. For example, if you
have agent-to-agent transfers for data screen delivery applications, agents
must restrict transfers to domains monitored by the same VIS that monitors
calls delivered to them. Also, for example, you may have VIS-to-agent
transfers to support data screen delivery based on VIS collected data. In
this case, multiple VIS systems should be configured to “front end” mutu-
ally exclusive sets of live agents. These considerations do not apply if only
one VIS ASAI system is used and it is the only ASAI adjunct.
■
If ANI is needed for an application, you must provision an ISDN Primary
Rate Interface (PRI) in order to receive ANI from the network. Make sure
ISDN service is available in your area when needed.
Rate Interface (PRI) in order to receive ANI from the network. Make sure
ISDN service is available in your area when needed.