585-350-812 Issue 1 October, 1993 Table of Contents Conversant VIS Adjunct Switch Application Interface Graphics ©
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Contents 1 Table of Contents i ASAI Overview 1-1 ■ 2 1-1 ASAI Voice Response Applications 1-2 Routing Applications 1-4 Data Screen Delivery Applications 1-5 Advantages Using the VIS ASAI Feature 1-8 ASAI Application Planning and Design 2-1 ■ ASAI Application Planning and Design Overview 2-1 ■ ASAI Application Planning and Design 2-1 VIS Script Design 2-2 ■ ■ ■ ■ 3 Overview of the Adjunct/Switch Ap plication Interface Feature ASAI Voice Script Design 2-3 Routing Script Desig
Contents 4 ■ Prerequisites for ASAI Installation 3-2 ■ ASAI Hardware Architecture 3-3 ■ Installing ASAI Hardware 3-4 ■ Installing ASAI Software 3-6 ■ Removing the ASAI Software 3-8 ASAI Administration ■ ASAI Administration Overview 4-1 ■ Channel Administration 4-5 Add Channel Entry 4-8 Change Channel Entry 4-9 Remove Channel Entry 4-10 Virtual Channel Administration 4-10 ■ Diagnose IPCI Board 4-13 ■ Domain Administration 4-14 Add Domain Entry 4-18 Change Domain Entry
Contents 6 ASAI Script Builder Actions ■ A 6-2 Defining A_Event 6-4 Defining A_RouteSel 6-11 Defining A_Tran 6-14 Sample Scripts Overview A-1 A-1 Sample ASAI Voice Script A-2 Sample Routing Script A-4 Sample Monitoring Script A-6 Sample Scripts ■ 6-1 Defining A_Callinfo Sample Scripts ■ B ASAI Script Builder Actions Overview 6-1 ASAI Performance Performance Overview C-1 C-1 Voice Response Integration C-2 Data Screen Delivery C-2 Routing Applications C-2 Issue 1 October 1993
Contents vi Issue 1 October 1993
ASAI Overview 1 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".
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.
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). In addition, the ASAI feature allows a service the ability to retrieve the calling party’s number. This feature is sometimes referred to as Automatic Number Identification (ANI).
ASAI Overview ■ Caller Dependent Transfers — The full ten-digit ANI could be used to identify 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. ■ Geographically-Based Call Transfers — The area code and/or exchange could be used to determine where callers should be transferred if they need to speak to a live agent.
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. Call routing would typically be based on ANI or call prompting data collected by the DEFINITY Generic 3i.
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. The VIS acts as a communications gateway between the DEFINITY Generic 3i and the host computer. A monitoring application on the VIS provides the ability to track the status of calls on the DEFINITY Generic 3i.
ASAI Overview ■ Incoming Call Delivered Directly to Agent by ACD — In this call flow scenario, 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. Data screens would not be based on data collected in a voice script since a VIS voice script is not used to collect data from the caller. ■ Agent-to-Agent Transfers - In this call flow scenario, calls are transferred between live agents.
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. Advantages Using the VIS ASAI Feature The VIS ASAI feature can greatly improve the operations in your call center environment.
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. This is because the host screen application is ready to provide or accept information at the same time the agent begins to speak with the caller.
ASAI Overview 1-10
ASAI Application Planning and Design 2 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 application generation language.
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 routing requests sent by the DEFINITY Generic 3i system. Refer to Chapter 6, "ASAI Script Builder Actions" for additional information on the A_Event and A_RouteSel actions.
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.
ASAI Application Planning and Design per-call basis. The DNIS information associated with a call is used to start a specific 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. A subset of the Third Party Call Control capability of ASAI is also supported for ASAI voice response applications.
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. In routing scenarios, calls are not physically delivered to T/R or LST1 channels on the VIS.
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. 2.
ASAI Application Planning and Design Monitoring Script Design Monitoring scripts on the VIS are used to support data screen delivery applications. 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. The host application in turn uses the information to format a data screen presented to agents receiving calls.
ASAI Application Planning and Design Steps 1 and 2 above are repeated by using additional Script Builder steps to create 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.).
ASAI Application Planning and Design screening agent and then use this data as the basis for data screens delivered to other, specialized agents which may receive the call. The agent-toagent transfer can be placed to a monitored domain or to an individual station and is monitored with a VDN or ACD type monitoring script. Note that the call may first have been delivered to the VIS and then transferred to an agent prior to the live agent to live agent transfer.
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. The following is a typical call flow for a VIS-to-agent transfer: 1. A call arrives at a T/R or LST1 channel on the VIS. The caller is prompted through a voice response script.
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 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.
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. All domains to which this call may be directed must also be monitored by the VIS.
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.
ASAI Application Planning and Design ■ The domain receiving the original call and any domains receiving the transferred 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 determine which data is associated with the call as the call is transferred to a monitored domain or station. ■ Calls can be transferred either to a monitored domain or to a station.
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.
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 following: ■ 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. ■ Calls can be transferred either to a monitored domain or to an individual station.
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, unexpected operation can result. When the call to Agent 2 from Agent 1 is not initially monitored, the VIS assumes that a transfer to a station is taking place.
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.
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 multiple calling customers. More than one customer, for example, can call from the same PBX.
ASAI Application Planning and Design Data Screen Delivery Application Considerations ■ Prior to the use of data screen delivery applications, a host application typically 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. While this input enables agents to work more quickly, it means that the host application must be modified.
ASAI Application Planning and Design — If the relationship between data terminals, terminal ID’s, and telephones 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.
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 environment to support the planned applications. The following is a list of items that should be considered when planning for the changes to the communications system. 2-22 ■ A DEFINITY Generic 3i system with ASAI software is required to implement VIS ASAI applications.
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 applications reduces the volume of calls handled by live agents.
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.
ASAI Installation 3 Installation Overview This chapter contains information on installation and setup procedures for the CONVERSANT Voice Information System (VIS) Adjunct/Switch Application Interface (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.
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 more T1 cards (AYC11 or AYC3B) with Signal Processor installed ■ Network Support Utilities (1.2) Version 2.
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 Description, 555-230-200 . Refer also to the DEFINITY Generic 1 and Generic 3i Wiring Manual, 555-204-111, Issue 2 .
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. Figure 3-2 shows the location of the Base RAM address location switches.
ASAI Installation Base Address Set These Switches 1 2 3 0c8000h ON OFF OFF ON 0cc000h OFF OFF OFF ON 0d0000h ON ON ON OFF 0d4000h OFF ON ON OFF 0d8000h ON OFF ON OFF 0dc000h OFF OFF ON OFF Figure 3-3. 4 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.
ASAI Installation CONVERSANT VIS (Version 3.1) ISDN PC INTERFACE BOARD HEADSET MAXIMUM 1900 FEET DEFINITY Generic 3i TN556 ISDN/BRI PHONE X CONN BLOCK 103 TYPE CONN BLOCK LINE TRANS TRANS + REC + REC - 26 1 27 2 } ( TYPICALLY 66 OR 110 TYPE ) 8 7 6 5 4 3 2 1 D8W CABLE () AUXILLIARY POWER () TRANRECREC+ TRAN+ NC NC } D8W CABLE AT&T 440A4 8-PIN TERMINATING RESISTOR CUSTOMER PREMISE EQUIPMENT Figure 3-4. Typical Wiring for ASAI Link wiring.
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 ENTER . If you wish to cancel the software installation process at this time, you may type q to abort installation. 11. You are now prompted to enter the Memory Address of the card.
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. This may be done by using either the System Control screen or, from the UNIX system command line, by using the stop_vs command.
ASAI Administration 4 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 application 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. Refer to Chapter 1, “User Interface” of the CONVERSANT VIS Version 4.0 Operations, 585350-703, for a general description of the VIS user interface.
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 System Administration”, then press ENTER . The Voice System Administration screen appears in Figure 4-1.
ASAI Administration From the Voice System Administration screen, highlight “Feature Packages” and press ENTER to open the Feature Packages screen (Figure 4-2). Feature Packages ASAI Administration Select a feature package and press Enter HELP Figure 4-2. PREV-FRM NEXT-FRM CANCEL CMD-MENU CHG-KEYS Feature Packages Screen To access ASAI administration from the Feature Packages screen, highlight “ASAI Administration”, then press ENTER to display the ASAI Administration screen (Figure 4-3).
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 Figure 4-3.
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 provides a mapping between the VIS channels and the PBX extension numbers. Refer to Figure 4-1 for a diagram of a typical application. To open the Channel Administration screen from the ASAI Administration menu, highlight “Channel Administration” and then press ENTER . The Channel Administration screen appears.
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. This field can be either YES or NO. If the channel is not logged in, the ACD does not deliver any calls to it.
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 display 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 — Add a channel entry. Refer to Figure 4-5 and accompanying text for additional information.
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 A Channel Entry screen contains the following fields: ■ The “Channel” field indicates the Tip/Ring channel number on the VIS that you wish to add. The channel number must be unique.
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). Change A Channel Entry Channel: _________ Extension: _________ Please enter the new PBX extension number HELP CHOICES Figure 4-6.
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 ENTER to continue or CANCEL to abort the removal procedure. NOTE: The channel must be logged out before it may be removed. Virtual Channel Administration From the Voice System Administration screen (Figure 4-1), highlight “System Monitor”, then press ENTER .
ASAI Administration for each domain running a data-only script. A maximum of 32 virtual channels may be administered on the VIS.
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. NOTE: As traffic increases on any one domain, the ASAI process spawns the assigned data-only script to accommodate the increased load.
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 chapter for information on initializing the IPCI card. You may use the Show Status of ASAI Link (Figure 4-15)screen to determine whether the link is on-line (actively using the link) or off-line (not using the link).
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 applications, there may be only one entry of type ACD to which the VIS service is assigned.
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: — ACD — Domain on the VIS which monitors calls to the corresponding split (domain) on the PBX.
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 corresponding domain should be disabled and enabled each time the script is verified and installed via Script Builder. A script can be assigned to any type of domain (ACD, VDN, etc.).
ASAI Administration The “STATUS” field indicates whether the domain is ready to receive call information. 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. ■ foos (facility out of service) — The ASAI digital link is not operating. ■ initing (initializing) — The service assigned to the domain is failing initialization.
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. Note that if the domain for the VIS agent (T/R or LST1) line is disabled, the VIS still takes calls on these lines.
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: _________ Please enter the domain type: ACD, VDN, CTL, or RTE. HELP CHOICES Figure 4-11.
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 actively using the link. ! WARNING: The “Initialize IPCI Board” command should be used only as an error recovery procedure for the card.
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, highlight “Parameter Administration” and then press ENTER . The ASAI Parameters screen appears (Figure 4-13).
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.Typically, 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 transfer).
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. This information may be useful when debugging a new application script.The format is specific to each ASAI action being processed.
ASAI Administration Show ASAI Software Version The Show ASAI Software Version screen is a text screen which contains information on the software versions loaded onto the VIS. To show the ASAI Software Version from the ASAI Administration screen, highlight “Show ASAI Software Version”, then press ENTER . Figure 4-14 displays an example of the Show ASAI Software Version screen with software version information displayed. Figure 4-14. 4-24 Show ASAI Software Version Screen version.
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 to display link status information. Figure 4-15 displays the Show Status of ASAI Link screen for an IPCI card and ASAI link which are functioning normally. Show Status of ASAI Link The IPCI Board is on-line.
ASAI Administration Table 4-2. Show Status ASAI Link Displays Show Status of ASAI Link 4-26 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 Board may be faulty or non-existent. Make sure the card and the ASAI Library package have been installed with the correct options.
ASAI Administration Take IPCI Board Off-line The Take IPCI Board Off-Line procedure takes the IPCI card off-line and effectively disables the link between the IPCI card and the driver software.If you suspect 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.
ASAI Administration 4-28
Administering ASAI 5 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. The VIS is to select a service for the incoming call based on the dialed number (DNIS).
Administering ASAI Administering the Lines The lines (T/R or LST1) are administered as described in Chapter 5, “Switch Interface 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” item in the PBX Defaults screen. AT&T System 75 is the default setting.
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. Find the hunt group with the group extension corresponding to your VIS ACD extension. Use the name (if any) shown for that group. 6. Enter ACD in the “Type” field. 7.
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". If an agent line is not logged in, the PBX ACD does not route any calls to it.
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 Operations, 585-350-703, Chapter 3, “Configuration Management.
Administering ASAI 5-6
ASAI Script Builder Actions 6 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” of the Script Builder book.
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. The A_Callinfo action also returns a Call ID which identifies the call. In addition, if touch-tone digits entered by the caller have been collected by the switch, A_Callinfo returns these digits.
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” field stores up to 16 characters. If the switch prompts the caller for touch-tone digits, the digits are returned in the Switch Data field.
ASAI Script Builder Actions Table 6-1.
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.
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” field stores up to 20 characters. If the A_Event action is successful, this field contains the calling party number.
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.
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 channel assigned by an ASAI domain to receive event messages. Make certain that you are using A_Event only in a non-voice script. Refer to Chapter 4, "ASAI Administration" for information.
ASAI Script Builder Actions Table 6-2. A_Event Return Field Value Meaning Return Value Meaning Explanation 65 ABANDON The caller abandoned the call before the agent answered it. 67 CONNECT If CONNECT is sent on alerting message,then this indicates that the agent specified in the Connected Number field has been alerted. If CONNECT is sent on connect message, then this indicates that the agent specified in the Connected Number field has answered the call. 69 END The call ended.
ASAI Script Builder Actions Table 6-3. Fields Returned by A_Event for Each Event Event A_Event Field CONNECT ABANDON END ROUTE REQUEST ABNORMAL ROUTE END Connected Party Number X Calling Party Number X X X Called Party Number X X X Switch Data X X X Trunk Group Number X X X Call Id X X X Other Call Id X X LAI Display X X VIS Data X Routing ID † † The Routing ID field returns the ASAI cluster Id of the domain which reported these events.
ASAI Script Builder Actions Table 6-4.
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’ field types for those fields in the Define A_RouteSel screen that return numbers, that is, specify ‘num’ fields or constants for those fields that are of type ‘num.
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 Extension 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 Extension field.
ASAI Script Builder Actions Table 6-5. ■ -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.
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. No ports or stations need be dedicated to establish a dummy split.
ASAI Script Builder Actions Each of the fields in the Define A_Tran screen must contain a field name or constant 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’ field types for those fields in the Define A_Tran screen that return numbers, that is, specify ‘num’ fields or constants for those fields that are of type ‘num.
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. Check the Cause Value field for additional information. ■ 5 — Call to Destination Number is queued until a line becomes available. ■ 7 — Destination Number is busy.
ASAI Script Builder Actions Table 6-6. ■ -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. Check the Cause Value field for information on why the request failed. ■ -18 — A_Tran received an error from the ASAI system when trying to place the call to the Destination Number.
Sample Scripts A Sample Scripts Overview This chapter provides examples of scripts developed using the AT&T Adjunct/ Switch Application Interface (ASAI) feature on the CONVERSANT Voice Information 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.
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. 4. 5. A-2 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.
6. 7. 8. 9. # 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. A subsequent CONNECT event # reported for the transferred call will contain this data.
Sample Routing Script Following is an example of an ASAI routing script that has been developed with the A_Event and A_RouteSel actions. 1. 2. 3. A-4 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). A local database is used to route the call based # on ANI.
4. 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 5. 6. 7. 8. 9. 10. 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). split_num is set to NULL # so that direct agent calling is not invoked.
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. This script would be used to # receive information about monitored calls and pass this # information to a host.
2. 3. 8. 9. 10. 11. 12. 13. 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. Note that you have to investigate what Aid Key is # appropriate for your host environment.
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Sample Scripts C 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” in CONVERSANT VIS Version 4.
Voice Response Integration Up to 2,500 busy hour calls are supported by the VIS. Voice Response Integration 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.
