ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Table 1-3.  Sample Implementation Worksheet (EAS Environment)bbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent Configuration Table
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Logical
Agent IdAgent
Screen IdLogin Id Skills
Skill 1 Skill 2 Skill 3 Skill 4
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
VDN and Skill Configuration Table
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
VDN Number Skill 1 Skill 2 Skill 3
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c
c c c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c c c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c c c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c
1-10  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Table 1-3.  Sample Implementation Worksheet (EAS Environment)  (continued)bbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Skill Table
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Skill Number Meaning
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c
c c c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
While you develop your application, remember the application should not send
more than 80 ASAI messages from adjunct-to-switch in less than 5 seconds
(G3i), or more than 50 messages in one second (G3r) per link.  Starting with
G3V4, the frames (messages per second) are higher: 160 frames per 5 seconds
for G3i, and 200 frames per second for G3r. For Ethernet (G3V4), these
numbers are the same.  If these numbers are exceeded, the link will be declared
hyperactive by the switch. In practice, other characteristics will probably be more
limiting.  This is another reason why an application review by the Design Center
is valuable.
To avoid overload of the switch transmit buffers, design your application such
that messages from switch-to-adjunct do not exceed 25 messages per link. This
number is a guideline.  In some instances, more than 25 messages can be
supported, but in others, they cannot be supported. For Ethernet, design your
application such that messages do not exceed 50 per board.
It is also recommended that your application use a maximum rate of five ASAI
Value Queries per second when necessary to synchronize with the switch after
an ASAI link is activated.
Issue 4  September 1995 
1-11 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
An important consideration for high-traffic applications is a technical parameter
called the layer 2 (LAPD) Receiver-Ready response time. For high-traffic
applications, you may have to compare the response times of various vendor
platforms to achieve the desired performance.
2
You must also plan any training sessions that you may have for the agents or
personnel who will be using the CallVisor ASAI application. Agent operation is a
key factor in realizing the improvements a CallVisor ASAI application can
provide.  Agents should be instructed about any new data that will appear on
their terminals, and about how to utilize this information properly to interact with
customers. In addition, the benefits of the CallVisor ASAI application should be
explained to agents so they can take full advantage of them.
Select Maintenance Supportbbbbbbbb
At this point you might want to consider purchasing one of the AT&T service
offerings as part of the ongoing maintenance of your CallVisor ASAI application.
The AT&T Account Team must complete the CallVisor ASAI Needs Assessment
Questionnaire provided in Appendix B before contacting the AT&T Technical
Response Center for ongoing maintenance support of your CallVisor ASAI. See
Chapter 3, ``AT&T Service Offerings, for more information regarding ongoing
maintenance support.
Planning for Multiple Software
Applications
bbbbbbbb
If your CallVisor ASAI configuration involves several software applications, your
implementation plan must cover the following:
How ASAI Event Reports and control of calls will be shared by the
applications. For example, if two software applications need to control a
call, you must define the process by which one application relinquishes
control of a call once the other application requests an ASAI call control
capability of that call.
The effect of the combined load of the applications on the switch and the
ASAI link. See Appendix B, ``ASAI and Generic 3 Switch Requirements, 
of the 
DEFINITY Communications System CallVisor ASAI Technical
Reference, 
555-230-220, for a complete list of ASAI capacities.
How switch hardware resources, such as trunks and tone detectors (call
classifiers), will be shared among the applications.
aaaaaaaaaaaaaaaaaaa
2. The LAPD Receiver-Ready response time is the time interval between when an endpoint receives an ASAI
message and transmits  the LAPD ``Receiver Ready message.  When the transmitter  of  the message receives
the ``Receiver Ready, it may transmit its next ASAI message.
1-12  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
How switch software resources, such as VDNs, splits, and skills will be
shared among the applications.  Presently, up to three applications can
monitor a given split or VDN simultaneously.
You should also plan for the Multiple ASAI Link considerations described in the
following section.
Planning for Multiple ASAI Linksbbbbbbbb
If you plan to use multiple ASAI links to the same or different computer
platforms, you need to decide how the use of switch resources (for example,
VDNs, ACD Splits, EAS skills, and stations) will be split across the different
interfaces and how the software applications will access the appropriate link. In
addition, you must consider the CallVisor ASAI capacity limitations for the entire
switch and for each link.  The same application could run on two different
adjuncts for redundancy. Then you could use the Multiple Adjunct Routing
feature.
You also need to consider how multiple applications running across different links
coordinate their call handling.  For example, the switch may only allow a single
link to control a particular call.  In particular, you need to understand how call
transfers, conferences, and redirections affect the Event Reports provided by the
switch over each ASAI link.
In a multiple link configuration, CallVisor ASAI applications must be able to
handle the following situations:
Denial of a CallVisor ASAI Third Party Take Control capability because
another link or software application is controlling the call. For example,
another link or computer might have initiated a call to a monitored ACD
split and that call might need to be transferred to a different agent.
Denial of an ASAI Event Notification Request capability because the
maximum number of applications are monitoring calls for the ACD Split or
VDN. A maximum of three software applications and links can control an
ACD split, VDN, or group of agents.
Receipt of Call Redirected Event Reports without an indication of the ACD
split or VDN to which the call has been redirected.  When a monitored call
enters an ACD split or VDN monitored by another link or software
application, the initial monitored link only receives a Call Redirected Event
Report.
Receipt of the same Event Report for a call monitored by two different
links or software applications at different times. That is, the switch does
not guarantee any specific ordering when sending multiple copies of an
Event Report to a number of applications running on multiple links.
Issue 4  September 1995  
1-13 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Link Versions
The Restart procedure incorporates a method for adjuncts to select a particular
version of the ASAI protocol they wish to run on the link.  Presently, there are
two versions, V1 and V2.  If the adjunct does not include any version
specification options, V1 is the version that the switch supplies.
NOTE:
Version selection is per link.  This facilitates the use of older ASAI
applications when switches are upgraded with newer ASAI features.  For
new G3V4 event reports to be produced, Link version 2 must be active.
Link version 1 is compatible with pre-G3V4 functionality.
Planning to Integrate with a VRUbbbbbbbb
If you plan to integrate your CallVisor ASAI application with a Voice Response
Unit (VRU) (for example, CONVERSANT VIS), you should detail how calls will be
transferred between the VRU and the CallVisor ASAI application (for example,
adjunct routing to the VRU split).
3 You must also follow the guidelines above for
multiple applications and CallVisor ASAI links if the VRU application is separate
from the CallVisor ASAI application or the VRU uses a different ASAI link.
!CAUTION:
When integrating any new component such a VRU, or upgrading the current
configuration, extreme care should by taken to detect any possible areas
where the application or component may allow unauthorized transfers.
Another important item is the manner in which call information, such as CPN/BN,
DNIS, and answering agent/port, will be integrated with VRU-collected
information, such as the customer account number. You can either design your
CallVisor ASAI application to communicate with the VRU directly through a data
link, or you can use the switchs ASAI capabilities to track the call and receive
some of the VRU-collected information. For example, you can use the DEFINITY
Communications System Call Prompting feature to collect information from the
VRU at the time the VRU transfers a call to a CallVisor ASAI application.
aaaaaaaaaaaaaaaaaaa
3.  The effectiveness  of your CallVisor application may depend on callers using the VRU to enter information via
touch tones. To encourage callers to enter information, you may want to consider wording voice prompts on the
VRU to tell callers they will receive higher priority service if they enter touch-tone information. For example, the
prompt might say, ``For faster service, enter your account number now.
1-14  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
When the DEFINITY vector contains a ``converse step, then the CONVERSANT
VIS can enter, through the use of a CONVERSANT VIS ``external function, up
to 16 digits of CONVERSANT VIS-collected information at the same time the
customer is transferred out of CONVERSANT VIS.
NOTE:
The host vendor should be consulted to determine whether the collected
digits are made available to the application by the Application Programming
Interface (API).
In addition, a CallVisor adjunct can associate data with a call using User to User
Information (UUI).  The information is available to:
Other CallVisor adjuncts connected to the same switch
A CallVisor adjunct at another switch where the call is routed over a PRI
facility. The PRI passes along the associated information.
Planning for Flexible Billingbbbbbbbb
The MultiQuest Flexible Billing feature is an interface to the AT&T MultiQuest 900
Vari-A-BillÒService, an inbound calling capability offered as part of the
MultiQuest Interacter.  For G3V4, this feature allows an ASAI adjunct to change
the rate at which an incoming 900-type call is billed.
NOTE:
The actual billing decisions may be done in an adjunct processor or in
another system that communicates with the adjunct processor.
If you plan to use the Flexible Billing option, you must decide what rates shall
apply to what services.  For example:
A new rate can be established for higher-valued services such as
requests for particularly valuable information, conversion of text mail to
speech, and technical support.
A flat rate may be charged for consultative support, warranty registration,
maintenance contracts, or the recovery of a fixed-cost service or product
(for example, a client order).
A premium charge may be requested for clients who need specialized
delivery of information such as overnight mail or FAX, recovery of the cost
of a sample product, an account summary, or a transcript.
A premium credit may be appropriate for promotional discounts, first-time
callers, contest winners, or those who use low overhead resources, such
as electronic media, rather than human agents.
NOTE:
When you subscribe for MultiQuest Flexible Billing service, you must
specify the maximum amount that may be billed to a call.
Issue 4  September 1995  
1-15 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Additional Flexible Billing considerations include the following:
Cellular End Offices and about 3% of End Offices (NPA-NXX) do not have
the necessary billing software to accept rate changes.  Applications
should be designed with this limitation in mind.
Applications where a large percentage of calls are expected from specific
exchanges, geographical areas, or cellular customers require careful
analysis before using MultiQuest Flexible Billing.
The adjunct can be notified that a call has Flexible Billing capability in two
ways: via a Call Offered Event Report and via a Route Request.  The first
way requires that the adjunct have an active Event Notification association
for a VDN or split to which the call is offered.  The second way requires
that the call use adjunct routing to a VDN.
It is the customers responsibility to insure that their calling parties are
notified of rate changes to be applied to their call.  There may be legal
requirements concerning notification of rate changes to customers.
Rate change requests can only be made after the call has been answered
and before the call is disconnected.  Multiple rate changes are subject to
the following constraints:
Ð If original and subsequent requests are ``flat charge, or if both are
``new rate, the amount of change is overwritten.  The time stamp
at which the change is to be applied remains the same as when the
original change was requested.
Ð If the original request is ``Premium Charge or ``Premium Credit,
the subsequent request can be either ``Premium Charge or
``Premium Credit.  The amount of the request and the type of
request replace the original request.  The two requests are not
arithmetically combined.
These constraints are the customers responsibility and should be
considered when designing the Adjunct Processor application software.
Flexible Billing is supported using ISDN Country Protocol 1A.
Flexible Billing does not operate across a private network.  The switch that
the ASAI adjunct is connected to must be directly connected to the PRI
trunk providing the MultiQuest service.
If two calls with MultiQuest Flexible Billing are conferenced together, it is
impossible to control which trunk will receive future flexible billing
requests.  To insure that the ability to change the rate is preserved and
that operation is consistent and predictable, never conference two
incoming trunks together when this feature is being used.
If a call with Return Destination specified also has Flexible Billing
assigned, the Return Destination is ignored and the call disconnects.  The
calling party is disconnected if all other parties drop.
Special Services Option B does not apply to this feature and thus is not
supported.
1-16  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
DEFINITY system capacities related to MultiQuest Flexible Billing are as
follows:
Ð A G3R supports up to 1,000 open billing requests at a time.  (This
does not mean you can have only 1,000 calls at a time.  It means
you can change billing on 1,000 calls at a time. Some calls may
have to wait to have the billing changed.)
Ð A G3i-medium supports up to 100 open billing requests at a time.
Ð A G3i-small supports up to 25 open billing requests at a time.
NOTE:
A request only counts against the above limits until a reply is
received from the 4ESS; thus, more calls can actually have the
service than the limits state.  However, the application would need a
strategy to deal with billing change requests rejected because they
exceeded the above limits.
Tandeming of information over PRI trunks is not yet supported.
Install CallVisor ASAI Componentsbbbbbbbb
Now you must install your CallVisor ASAI application components, listed below.
Your Project Manager should coordinate the installation.
DEFINITY CallVisor ASAI Environment
Work with your AT&T representative to coordinate the installation and
administration of the CallVisor ASAI link.
Network Services
Work with your network service provider to install and test the network
services required by your application (for example, Megacom 800,
MultiQuest, and INFO 2).
Computer Environment
Work with your computer platform provider or VAR to install and test the
computing system components.
CallVisor ASAI Application
Work with your application provider (for example, computer or
independent software vendor) to install and test the CallVisor ASAI
application.
Issue 4  September 1995  
1-17 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Test Overall Configurationbbbbbbbb
End-to-end testing of the overall configuration must be performed before the
CallVisor application is placed into service. A comprehensive test plan must be
developed covering the following areas:
1. Intended or unintended feature interactions that the application might have
with other switch features, such as service observing of telemarketing
agents, call coverage situations, and trunking arrangements.
2. Worst case call and message traffic scenarios to test the application
performance under stress conditions.
3. Intended or unintended interactions with other ASAI links or applications.
4. Problem detection and diagnostic capabilities offered by the switch,
computer platform, and application. You should become familiar with any
ASAI message logs available for recordkeeping, tuning, or troubleshooting
of the application.
5. Backup procedures for link, computer platform, or application failures.
6. Application error recovery procedures after switch restarts and link
failures. You should force link restarts and overload/hyperactivity
conditions to assess how your application will handle such conditions.
After all components have been installed and tested, you should conduct a trial
of your CallVisor ASAI application.  The trial will allow you to compare old
operations with the new CallVisor ASAI operations and to discover any
operational faults in your new operations and/or training.  After the trial you
should gradually cut over your entire operation to the new CallVisor ASAI
application.
1-18  Issue 4  September 1995 
						

							bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbb
Installation and Test for
CallVisor ASAI
2
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Hardware Installationbbbbbbbb
The CallVisor ASAI link requires the following hardware components:
1. ISDN-BRI Circuit Pack (for CallVisor ASAI-BRI link) or DEFINITY LAN
Gateway Multi-Function Board (for CallVisor ASAI-Ethernet link). (Multiple
links may use both.)
2. Packet Controller Circuit Card (for internal communications)
3. Packet Maintenance Circuit Pack
Check that your DEFINITY Communications System has the above components.
If installation of any of the above components is required, refer to 
DEFINITY
Communications System Generic 1 and Generic 3 Installation and Test
,
555-230-104.
The following hardware may be needed for your specific CallVisor ASAI
application. See 
DEFINITY Communications System Generic 1 and Generic 3
Installation and Test
, 555-230-104, for complete information on how to install and
test the hardware.
Announcement Circuit Pack Ð For integrated announcements
Call Classifier Circuit Pack Ð For predictive dialing call classification or for
call prompting applications
DS1 Interface Circuit Pack (ISDN)  Ð For CPN/BN delivery
Issue 4  September 1995  
2-1