ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

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Sample Models
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Appendix A provides sample models to help you design an initial CallVisor ASAI
configuration and determine if your configuration is within the DEFINITY G3i
Communications System capacity limits. Each model shows conservative Busy
Hour Call Completion (BHCC) and ACD agent values. If your configuration needs
are within the values shown below, you can use a DEFINITY G3i
Communications System for...

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CallVisor ASAI Scenariosbbbbbbbb
Your AT&T representative can provide you with additional details on each of
these sample CallVisor ASAI scenarios or can contact the AT&T Technical
Response Center for additional help.
1. Simple Data Screen Delivery:
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split 100% Incoming ISDN-PRI Calls to VDN
with ASAI Event Notification...

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3. CPN/BN Routing with Data Screen Delivery:
60% Route to an ACD Split40% Route to Prompting
Vector (no CPN/BN available)
and Trigger Another ASAI
Adjunct Routing Request
100% of the Calls Queue to ACD Split
50% Hear 1 Announcement
Prior to Agent Answer50% Hear 2 Announcements
Prior to Agent Answer 100% of the Calls Trigger an ASAI Adjunct Routing Request100% Incoming ISDN-PRI Calls to VDN
with ASAI Event Notification On (Event Reporting)...

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4. CPN/BN Routing with Data Screen Delivery, Consultation Hold, and ASAI
Agent Work Mode Control:
40% Route to Prompting
Vector (no CPN/BN available)
and Trigger Another ASAI
Adjunct Routing Request
100% of the Calls Queue to ACD Split
100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect) 100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect)50% Hear 1 Announcement
Prior to...

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5. Call Prompting with ASAI Adjunct Routing (Account Code Routing):
100% of Calls Trigger 2 Value Queries to
Check Specific Agent Availability
50% Route to ACD Split via
VDN with Event Notification
On (Event Reporting) 50% Route to Specific Agent
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split
100% of the Calls Trigger an ASAI Adjunct Routing Request100%...

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6. Call Prompting with ASAI Adjunct Routing, Consultation Hold, and ASAI
Agent Work Mode Change:
100% of Calls Trigger 2 Value Queries to
Check Specific Agent Availability
50% Route to ACD Split via
VDN with Event Notification
On (Event Reporting) 50% Route to Specific Agent
100% of the Calls Trigger an ASAI Adjunct Routing Request100% Incoming Non-ISDN Calls to Call
Prompting Vector (VDN) to Collect 16 Digits
50% Hear 2 Announcements
Prior...

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7. ASAI Voice Response Unit (VRU) with Data Screen Delivery:
100% of the Calls Queue to ACD Split
50% Hear 1 Announcement
Prior to Agent Answer50% Hear 2 Announcements
Prior to Agent Answer 100% Incoming Non-ISDN Calls
to VRU Ports
100% of the Calls Transfer out of VRU Port
to VDN with ASAI Event Notification On
(Event Reporting)
using ASAI (Hold, Make Call, Merge/Transfer)
8. ASAI Voice Response Unit (VRU) with Data Screen Delivery,...

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9. ASAI Voice Response Unit (VRU) with Data Screen Delivery, Adjunct
Routing, and Call Prompting:
50% Route to
Specific Agent50% Route to ACD
Split via VDN and Queue60% Transfer out of VRU
to VDN with ASAI Event
Notification On
(Event Reporting)
100% of the Calls Trigger an
ASAI Adjunct Routing Request 100% Incoming Non-ISDN Calls to Call
Prompting Vector (VDN) to Collect 16 Digits
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1...

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Needs Assessment Questionnaire
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CallVisor ASAI Needs Assessment
Questionnaire
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To AT&T Account Teams:
Use this questionnaire to gather preliminary information about customers who
may be considering the purchase of a switch-to-host application for a DEFINITY
Communications System.  This questionnaire is part of an information package
to be forwarded to the AT&T Design Center and used as a basis...