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2-8
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.”
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.). A monitoring
script is assigned by using the “VDN”, “ACD”, or “CTL” type designation as
described in Chapter 4, "ASAI Administration".
voice response capabilities (Announce, Prompt and Collect, etc.). A monitoring
script is assigned by using the “VDN”, “ACD”, or “CTL” type designation as
described in Chapter 4, "ASAI Administration".
A monitoring script may pass any combination of the three call event types to a
host. In addition, any combination of the data elements returned in a specific call
event may be passed to a host. Examples include the called party number (DNIS
for example), calling party number (ANI for example), and switch data (call
prompting information).
host. In addition, any combination of the data elements returned in a specific call
event may be passed to a host. Examples include the called party number (DNIS
for example), calling party number (ANI for example), and switch data (call
prompting information).
Monitoring scripts on the VIS can be used to support data screen delivery for
three different call flow scenarios as described below:
three different call flow scenarios as described below:
■
VIS-to-Agent Transfers — In this call flow scenario, calls are initially deliv-
ered to the VIS and then transferred from the VIS to a live agent. The
transferred call can be monitored with a VDN or ACD type monitoring script
if the call is transferred to a monitored VDN or ACD split domain. The
transferred call can also be monitored with a CTL type monitoring script
allowing the call to be transferred to a non-monitored domain or individual
station. If the VIS Data field of A_Tran was used to save voice script data,
then this data is made available in the VIS Data field of call events sent to
the monitoring script. Hence, data screens delivered to agents in this sce-
nario can be based on information collected in a voice script in addition to
ASAI information such as ANI, DNIS, and call prompting information col-
lected by the DEFINITY Generic 3i system. Refer to the information on
planning for VIS-to-Agent Transfers in this chapter for additional design
considerations.
ered to the VIS and then transferred from the VIS to a live agent. The
transferred call can be monitored with a VDN or ACD type monitoring script
if the call is transferred to a monitored VDN or ACD split domain. The
transferred call can also be monitored with a CTL type monitoring script
allowing the call to be transferred to a non-monitored domain or individual
station. If the VIS Data field of A_Tran was used to save voice script data,
then this data is made available in the VIS Data field of call events sent to
the monitoring script. Hence, data screens delivered to agents in this sce-
nario can be based on information collected in a voice script in addition to
ASAI information such as ANI, DNIS, and call prompting information col-
lected by the DEFINITY Generic 3i system. Refer to the information on
planning for VIS-to-Agent Transfers in this chapter for additional design
considerations.
■
Incoming Call Directly to Agent — In this call flow scenario, incoming trunk
calls are delivered directly to live agents via monitored VDN’s or ACD
splits. Here, call events are passed to a VDN or ACD type monitoring
script and contain only ASAI related information such as ANI, DNIS, and/or
call prompting information. Data screens would not be based on data col-
lected in a voice script since a VIS voice script is not used to collect data
from the caller. Since the VIS does not service calls in this scenario, no
data is present in the VIS Data field of call events.
calls are delivered directly to live agents via monitored VDN’s or ACD
splits. Here, call events are passed to a VDN or ACD type monitoring
script and contain only ASAI related information such as ANI, DNIS, and/or
call prompting information. Data screens would not be based on data col-
lected in a voice script since a VIS voice script is not used to collect data
from the caller. Since the VIS does not service calls in this scenario, no
data is present in the VIS Data field of call events.
■
Agent-to-Agent Transfers — In this call flow scenario, calls are transferred
between live agents. Here, for example, “screening” agents may be used
to collect information from the caller and handle simple transactions. The
call may subsequently be transferred to “specialized” agents which can
handle more complex or detailed transactions. In these scenarios data
screens can be based on information keyed in to the host application by
live agents. The host application can save data collected and entered by a
between live agents. Here, for example, “screening” agents may be used
to collect information from the caller and handle simple transactions. The
call may subsequently be transferred to “specialized” agents which can
handle more complex or detailed transactions. In these scenarios data
screens can be based on information keyed in to the host application by
live agents. The host application can save data collected and entered by a