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AT&T Conversant VIS, User Manual

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Contents

vi

Issue  1   October 1993 

Summary of Contents for Conversant VIS

Page 1: ...585 350 812 Issue 1 October 1993 Conversant VIS Adjunct Switch Application Interface Graphics Table of Contents...

Page 2: ...Blank Page...

Page 3: ...view 2 1 ASAI Application Planning and Design 2 1 VIS Script Design 2 2 ASAI Voice Script Design 2 3 Routing Script Design 2 5 Monitoring Script Design 2 7 VIS to Agent Transfers 2 9 Agent to Agent Tr...

Page 4: ...nel 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 4 19 Remove Domain Entry 4 19...

Page 5: ...ng A_Event 6 4 Defining A_RouteSel 6 11 Defining A_Tran 6 14 A Sample Scripts A 1 Sample Scripts Overview A 1 Sample ASAI Voice Script A 2 Sample Routing Script A 4 Sample Monitoring Script A 6 B Samp...

Page 6: ...Contents vi Issue 1 October 1993...

Page 7: ...e allows the VIS to moni tor and route calls on the DEFINITY Generic 3i switch When used in conjunction with standard Tip Ring T R or Line Side T1 LST1 interfaces the ASAI interface allows the VIS to...

Page 8: ...livered by the host to agents receiving calls to be based on data collected in a voice response script ASAI Voice Response Applications In ASAI voice response applications incoming calls are routed to...

Page 9: ...calls while maintaining the same grade of service Alternatively the same number of calls can be handled at a higher grade of service Call Information Once the call is answered by the VIS the ASAI inf...

Page 10: ...s would be desirable if for instance agents handle calls from specific geographic regions Routing Applications In routing applications the VIS is used as a routing server to support the routing capabi...

Page 11: ...Callers dialing into a particular call center application can be redirected to other call center applications For example callers who have delinquent accounts can be redirected to a collections depart...

Page 12: ...udes which agent receives a partic ular call and the ASAI information associated with the call such as ANI DNIS and any DEFINITY Generic 3i call prompting information collected from the caller In addi...

Page 13: ...ice script to be saved and associated with the transferred call Data saved in this fashion can be included in the call event information passed to the host at the time the transferred call is delivere...

Page 14: ...associated with a given call is available to each agent receiving the call This reduces customer frustration at having to repeat information to each agent For example a caller may be directed initial...

Page 15: ...de or accept information at the same time the agent begins to speak with the caller The reduction in per call service time translates directly into reduced network costs and reduced agent costs 800 ne...

Page 16: ...1 10 ASAI Overview...

Page 17: ...d Party Domain Control capabilities of ASAI The Request Feature capability however is used internally by the ASAI feature to log T R or LST1 channels in and out of an Automatic Call Distribution ACD s...

Page 18: ...ce response applications Similarly the rout ing and monitoring scripts used to support these applications are collectively referred to as data or data only scripts VIS Script Design Four additional Sc...

Page 19: ...these event reports to provide the following capabilities DNIS Service The Dialed Number Information Service DNIS information associated with the incoming call is used to select a particular Script B...

Page 20: ...used rather than the standard switch hook flash mechanism The transfer can be completed using direct agent calling This is done by setting the Destination Number field in A_Tran to the desired agent...

Page 21: ...ned in the route request was not sufficient to identify the caller for example ANI not recognized Routing applications on the VIS are supported through the use of routing scripts which are designed us...

Page 22: ...t contain any Script Builder actions which pertain to voice response capabilities Announce Prompt and Collect etc A routing script is assigned by using the RTE type designation as described in Chapter...

Page 23: ...aller hangs up before being connected to an agent END Event indicates that a monitored call has ended normally that is not abandoned Detailed information about the data made available in these events...

Page 24: ...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...

Page 25: ...o that data screen delivery applications can be supported for VIS to agent transfers The transferred call can be monitored in two different ways as follows The call may be transferred to a VDN or ACD...

Page 26: ...he caller and presents this data screen to the agent receiving the call The host application does not need to associate multiple calls since all the necessary information is provided in a single CONNE...

Page 27: ...n must view this type of transfer as an agent to agent transfer as dis cussed next Hence the discussions on blind versus consult transfer and the need to introduce delay for blind transfers from the V...

Page 28: ...signed a unique call ID The agent talks with the caller and decides that the call needs to be trans ferred to another agent 2 The first press of a Transfer button places the original call on hold and...

Page 29: ...screening split who transfers calls to specialized agents Agent 2 is a specialized agent that can receive calls via a monitored VDN or ACD split or can be a regular extension Calls to Agent 1 in the s...

Page 30: ...he agent must initiate and complete the transfer by pressing the Transfer button a second time in order for the CON NECT event to be passed to the script The CONNECT event there fore only becomes avai...

Page 31: ...hat can receive calls via a monitored VDN or ACD split or via an individual station Calls to Agent 1 in the screening split must be delivered via a monitored VDN or ACD split 1 A call arrives for Agen...

Page 32: ...correlated by using call ID s from CONNECT events In this case the Calling Party Number field of the second CON NECT event should be used to correlate the two calls This field contains the extension f...

Page 33: ...the second CONNECT event for consult transfers to monitored domains does not con tain information pertinent to the original call This is because the END event is reported after consult transfers to mo...

Page 34: ...significant planning and coordination between different organizations within your company The telecommunications call center operations and data processing organizations are all typically involved in...

Page 35: ...he extensions for the agents themselves If your voice response applications involves transfers to live agents refer to the information on planning for VIS to Agent Transfers in this chapter for additi...

Page 36: ...revious call There is typically a point in the application s sequence of operations for example base transaction screen where the agent is waiting for a new call and begins interaction with the applic...

Page 37: ...or agent to agent transfers refer to the information on planning for Agent to Agent Transfers in this chapter for additional design considerations Your application should be able to accommodate cases...

Page 38: ...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 applica...

Page 39: ...VIS ASAI applica tion such as data screen delivery is added to the call center You should deter mine what agent training is needed before the new service begins Agents should be trained on what new i...

Page 40: ...t wants to announce the transfer to the original caller after having talked to the specialized agent This procedure also insures that the VIS can properly identify the original call when the two calls...

Page 41: ...oice 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...

Page 42: ...lities 1 2 Version 2 0 One ISDN PC Interface IPCI card The Adjunct Switch Application Interface feature package Configurator program output For information on installing the VIS software and hardware...

Page 43: ...o support the ASAI capability the VIS must be connected via a point to point ISDN Basic Rate Interface BRI to the DEFINITY Generic 3i The VIS T R or LST1 lines which need to access ASAI capabilities m...

Page 44: ...re 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...

Page 45: ...ust connect the AT T 440A4 8 pin terminating resistor or equiva lent to the LINE connector of the IPCI Card using the provided DW8 cable Use the other DW8 cable to connect from the connecting block to...

Page 46: ...he disk drive and press An Install in progress message appears on the screen 9 The package prompts you for the number of IPCI cards installed on the system Type 1 and then press Currently only one 1 l...

Page 47: ...then release and 16 Log in to the system as root 17 Type installpkg at the UNIX system prompt 18 Insert the floppy disk labeled CONVERSANT ASAI Package Version 3 1 and press 19 Remove the floppy disk...

Page 48: ...d 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 Refer to Chapter 5 Configuration Management in C...

Page 49: ...er 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 5...

Page 50: ...From this screen use the arrow keys to highlight Voice Sys tem Administration then press The Voice System Administration screen appears in Figure 4 1 Figure 4 1 Voice System Administration Screen ENTE...

Page 51: ...Figure 4 2 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 screen Figure 4...

Page 52: ...PCI Board Domain Administration Initialize IPCI Board ASAI Parameters Show ASAI Software Version Show Status of ASAI Link Take IPCI Board Off line ASAI Administration Channel Administration Diagnose I...

Page 53: ...for a diagram of a typical application To open the Channel Administration screen from the ASAI Administration menu highlight Channel Administration and then press The Channel Adminis tration screen ap...

Page 54: ...onex or LOGIN LOGIN status indicates that the T R or LST1 channel is ready to receive calls from the ACD The following is a list of the various channel states Refer to Appendix D Trou bleshooting ASAI...

Page 55: ...calls to the channel Press CANCEL to return to the ASAI Administration screen Figure 4 3 NOTE Once the T R or LST1 channels are administered and logged in no manual intervention is required to log th...

Page 56: ...try 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 u...

Page 57: ...Entry screen contains the following fields The Channel field indicates the T R or LST1 channel number on the VIS that you chose to change The Channel field cannot be changed in this screen The Extens...

Page 58: ...nitor Screen Routing and data screen delivery applications available with the ASAI application are data only applications Unlike voice response applications such applications do not require the alloca...

Page 59: ...4 11 ASAI Administration for each domain running a data only script A maximum of 32 virtual channels may be administered on the VIS...

Page 60: ...ps channels 4 and 5 are virtual channels The Calls Today field provides data on the number of calls made to a particular channel within the system Calls are monitored for a 24 hour period on any day...

Page 61: ...the Initialize IPCI Board proce dure to change the card from an off line to an on line state The Take IPCI Board Off line and Initialize IPCI Board procedures are discussed later in this chapter To di...

Page 62: ...witch RTE A domain type which processes route requests from the switch CTL A domain type which processes information from the PBX for calls transferred from the VIS using the A_Tran action to an exten...

Page 63: ...XT field depends on the type of domain The EXT can be one of the following ACD type domains EXT field should contain the corresponding ACD split PBX extension that is being monitored VDN type domains...

Page 64: ...in VIS service provides the ability to start voice scripts on the Tip Ring channels based on the DNIS It also provides the ability for those voice scripts to use the A_Callinfo action NOTE VIS can be...

Page 65: ...e standard to the screen specific set of commands or vice versa The screen specific function keys in the Domain Administration screen perform the fol lowing functions ADD Add a domain entry Refer to F...

Page 66: ...een Figure 4 10 Figure 4 10 Add Domain Entry Screen The Add A Domain Entry screen contains the following fields Refer to Figure 4 9 and accompanying discussion for more information on each of these fi...

Page 67: ...gned to the ACD split which uniquely identifies the domain in the switch The Service field indicates how the calls offered to the domain are han dled by the VIS Press SAVE to activate the domain chang...

Page 68: ...ized and on line the card must first be taken off line before it can be re initialized The Initialize IPCI Board screen contains information on what occurred during ini tialization of the IPCI card Th...

Page 69: ...screen appears Figure 4 13 Figure 4 13 ASAI Parameters Screen param ps The ASAI Parameters screen contains the following fields The CONNECT Event field is used to specify when the CONNECT event is re...

Page 70: ...n receipt of the CONNECTED message This can hap pen when the call is routed to an ISDN trunk An advantage of choosing ALERT ING is that if your application performs data screen delivery to agents the...

Page 71: ...Y Generic 3i system High detail causes trace to display Low and Normal detail as well as ASAI messages call events and routing messages ASAI messages received from the PBX which contain information ab...

Page 72: ...e 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 Figure 4 14 displays an example of the Sh...

Page 73: ...link which are functioning normally Figure 4 15 Show Status ASAI Link Screen The Show Status of ASAI Link screen displays one of the messages listed in Table 4 2 if the link is experiencing problems...

Page 74: ...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 FAULTY HARDWARE or UNKNOWN...

Page 75: ...s running This command should not be used in normal operation situations It should be used in conjunction with the Initialize IPCI Board command as an error recovery procedure for the card From the AS...

Page 76: ...4 28 ASAI Administration...

Page 77: ...NI from the ASAI and uses this information as part of the service being provided to the caller The steps to be performed on the switch and the adjunct are as follows 5 Administer the T R or LST1 telep...

Page 78: ...nister the ASAI feature on the VIS so that it requests call events information from a domain on the PBX In this case the domain is the ACD hunt group or split which is composed of the VIS agent lines...

Page 79: ...e voice response service s that service the VIS Agent lines 9 Press SAVE to save the domain and its parameters The Domain Adminis tration screen should be redisplayed similar to that shown in Figure 4...

Page 80: ...ield 4 Enter the corresponding PBX extension number of the agent line in the Extension field 5 Press SAVE to save the parameters The Channel Administration screen should be redisplayed with the parame...

Page 81: ...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...

Page 82: ...5 6 Administering ASAI...

Page 83: ...n the actions used to access the AT T Adjunct Switch Application Interface ASAI capabilities from the Script Builder environment The following actions are listed in alphabetical order A_Callinfo Used...

Page 84: ...ght A_Callinfo then press Press CANCEL to exit from the Action Choices screen You must now define the A_Callinfo step further In the Define Transaction screen highlight External Action A_Callinfo then...

Page 85: ...ssful it returns a number greater than or equal to zero If A_Callinfo is unsuccessful it returns one of the following negative values 3 ASAI could not process the request for information Check the Cau...

Page 86: ...ents a switch has requested routing for a particular call Abnormal Route End Events the switch is reporting that the routing failed due to some reason specified in the Cause Value field CAUTION The A_...

Page 87: ...contains the number of the last connected or alerted party If A_Event indicates the call is abandoned the Return Field returns a value of A the Connected Party Number field returns an alerted agent ex...

Page 88: ...is 0 The Call Id field stores the Call Id assigned by the switch that identifies the incoming call If the Call Id is not known the value returned is 0 The Other Call Id field returns a number assigne...

Page 89: ...ses include the following 0 The Destination Number provided in the A_RouteSel action is invalid and does not exist on the switch 1 The switch is unable to route the call to the Destination Number beca...

Page 90: ...to Chapter 4 ASAI Administration for information When developing a program using Script Builder A_Event returns an integer value in the Return Field to indicate the type of event ABANDON END CON NECT...

Page 91: ...agent specified in the Connected Number field has answered the call 69 END The call ended The caller has been discon nected or has hung up after the call was answered by an agent 82 ROUTE REQUEST The...

Page 92: ...AI cluster Id of the domain which reported these events A_Event Field Event CONNECT ABANDON END ROUTE REQUEST ABNORMAL ROUTE END Connected Party Number X Calling Party Number X X X Called Party Number...

Page 93: ...DD The Action Choices screen opens Highlight A_RouteSel then press Press CANCEL to exit from the Action Choices screen You must now define the A_RouteSel step further In the Define Transaction screen...

Page 94: ...hich contains a number indicating where the call is to be routed The Destina tion Number must be a valid extension number for example ACD hunt group extension VDN or station or external address for ex...

Page 95: ...f the route select is not successful Note that the error cause is returned if the Return Field contains a value of 3 Refer to VIS column in Table D 6 in Appendix D Troubleshooting ASAI for a complete...

Page 96: ...ion Number reconnects to the original caller and relinquishes control of the original incoming call NOTE This note is important when using A_Tran to transfer to VDNs vectors A_Tran merges the original...

Page 97: ...sh a dummy split To insure that a queue to step will cause calls to be queued to a dummy split however the dummy split should be made vector controlled and queue slots should be assigned to it To add...

Page 98: ...ich 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 transferred...

Page 99: ...ng ASAI for a complete listing of Cause Values The Return Field returns a code indicating whether A_Tran was successful A_Tran attempts to complete merge the transfer if the call is not busy or denied...

Page 100: ...the call was busy or denied Check the Call State and Cause Value fields for the reason why the request failed 19 A_Tran received an error from the ASAI system when trying to com plete merge the trans...

Page 101: ...nct 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 routin...

Page 102: ...atch is found the table provides an agent extension and a split extension which are used to route the call to a specific agent within a split direct agent routing If no match is found the call is rout...

Page 103: ...all will contain this data 8 External Action A_Tran destination dest_num split split_num priority No visdata account_num state call_state cause tran_cause Return Field tran_return Note that the CONNEC...

Page 104: ...lit extension which are used to route the call to a specific agent within a split direct agent routing If no match is found the call is routed to a default split for example to a VIS T R split to coll...

Page 105: ...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 7 Evaluate If MATCH_FOUND...

Page 106: ...creen for the host application is called connect_data This screen is assumed to contain fields that are used for transmitting data obtained through A_Event When the host receives the filled screen it...

Page 107: ...ppropriate for your host environment 8 Send Host Screen Send Screen Name connect_data Use Aid Key PF3 Field connect_number connect_num Field ani calling_num Field dnis called_num voice_data vis_data 9...

Page 108: ...A 8...

Page 109: ...Information System VIS refer to the Appendix E Performance Information in CONVERSANT VIS Version 4 0 Operations 585 350 703 Each VIS can support one ASAI link Up to eight VIS machines can be connecte...

Page 110: ...dministered on the VIS and a maximum of 32 domains ACD VDNs can be monitored Note that each domain requires one virtual channel for running the script that is associated with it With an increase in lo...

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