ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

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Planning the CallVisor ASAI
Configuration
1
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This chapter describes the considerations, decision points, and planning tasks
required to implement a DEFINITY CallVisor ASAI application. It is provided as a
guide for the person planning and coordinating the implementation of CallVisor
ASAI.  The tasks described include planning activities to be completed before
and after a sales contract for CallVisor ASAI has been...

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Fill out Appendix C
DEFINITY Communications System
Network Services
Computer
Application Designate Project Coordinator
Perform Detailed Configuration
and Application Analysis
Order Components
.
.
.
.
Develop Implementation Plan
and Timelines
Select Maintenance Support
Install Components Select Host Environment
Define CallVisor Application
and Preliminary Configuration
Test Overall...

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You should plan for the changes and improvements that will occur in your
operations and systems as a result of adding a CallVisor ASAI application. For
example, by reducing the amount of time customer calls are on hold or waiting in
queue, a CallVisor ASAI application can improve the productivity of agents and
the use of trunk facilities.  You can take advantage of this in one of two ways:
You can improve customer...

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Table 1-1.  Proposed CallVisor ASAI Improvements (Example)bbbbbbbbbbbbbbbbbbbbb
Operation Proposed Change with CallVisor ASAI
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Credit Verification Use CPN/BN to automatically search for accounts.
New Accounts Save CPN/BN to analyze advertising effectiveness.
Use...

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Appendix A presents sample preliminary configurations to help you decide if a
DEFINITY G3i Communications System is the right system for you. Otherwise, a
DEFINITY G3r Communications System may be more appropriate for your
particular application. Your AT&T representative can provide you with additional
information on these sample configurations and contact the AT&T Technical
Response Center (TRC) for additional...

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If you do not have a project coordinator, AT&T offers, under a separate
implementation contract or service offering, Single Point of Contact (SPOC)
services for planning and installing your CallVisor ASAI application.
As part of this service, AT&T will assign a trained Project Manager to work with
you and other vendors involved in the CallVisor ASAI application to coordinate all
planning and installation aspects....

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Need for Answering Machine Detection for predictive outbound
applications
Need for multiple applications to monitor the same ACD splits or VDNs
Need for applications to provide digits for switch dial-ahead buffer (call
prompting) (This request can be made only when routing a call.)
Need for applications to request digit collection into the switch dial-ahead
buffer (This request can be made only when routing a...

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Develop Implementation Plan and
Timelines
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Your project coordinator or the AT&T Project Manager (if you contract for Single
Point of Contact services) must develop an implementation plan and master
schedule to assign and track all milestones and vendor activities needed to
implement your CallVisor ASAI application.  This includes periodic checks with all
vendors to verify that the project is progressing as...

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Table 1-2.  Sample Implementation Worksheet  (continued)bbbbbbbbbbbbbbbbbbbbbbbb
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Traditional ACD Agent Configuration Table
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Agent ID Agent Extension Agent Screen ID Login ID Status...