ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

							Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Section 1: Project Team Information
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Customer Project Team
Corporate Nameaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Addressaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
City___________________________ State________________________ Zip Codeaaaaaaaaa
Phone________________________________________ FAXaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Project Manageraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Official Title_____________________________ Phoneaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Call-Center Manager (End User)aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Official Title_____________________________ Phoneaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Telecommunications Manageraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Official Title_____________________________ Phoneaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Data Processing Manageraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Official Title_____________________________ Phoneaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Customer Signature___________________________________ Dateaaaaaaaaaaaaaaaaaaaaaa
Other Key Customer Project Team Members
       Name                                            Title                                                  Phone
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AT&T Account Team Information
Account Executiveaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Addressaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
City___________________________ State________________________ Zip Codeaaaaaaaaa
Phone_______________________ FAX__________________ATTMail Addressaaaaaaaaaaaa
Design Specialist - Call Center_______________________________Branch Codeaaaaaaaaa
Phone_______________________ FAX__________________ATTMail Addressaaaaaaaaaaaa
ACD Sales Overlay Specialistaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Phone_______________________ FAX___________________ATTMail Addressaaaaaaaaaaa
Network Technical Center Contactaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Branch Manageraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Addressaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
City___________________________ State________________________ Zip Codeaaaaaaaaa
Phone_______________________ FAX___________________ATTMail Addressaaaaaaaaaaa
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Section 2: Call Center Overview
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1. Describe the call center environment (include a general overview of the
business goals of the company and the role the call center will play in
meeting these goals).  Also discuss the size of the call center in terms of
the number of agents and the number of trunks required.
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2. Describe why the customer is considering switch/host technology.
(Include a description of those enhancements switch/host technology can
bring to their call center, such as CPN/BN routing and host-controlled
transfers, and describe the cost-benefit the customer hopes to derive from
this technology.)
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Section 3: Computing Environment
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1. Has the data processing department been involved in planning for the
switch/host application?  (Check one.)
_______ Yes
_______ No
If yes, describe key individuals and their involvement to date.
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2. Has the host computer system been selected? (Check one.)
_______ Yes
_______ No
3. If yes, specify the following:
Vendoraaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Modelaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Operating Systemaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Ready dateaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Telecommunications management software to be used: (for example, CICS, IMS)aaaaaaaaaa
Sales contact for vendor.
Name ______________________ Title ___________________ Phoneaaaaaaaaaaaaaaaaaaaa
4. If no, specify the following:
Who has responsibility for making the decision?aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Where in the decision-making cycle are they?
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Anticipated decision date?aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
List all host computer systems under consideration.
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5. Will ASAI transport be Ethernet or BRI?
_______
6. Is the customer working with a third-party vendor for assistance with
system integration?  (Check one.)
_______ Yes
_______ No
If yes, please provide the following contact information:
Company Nameaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Primary Contact ____________________________ Titleaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Phone________________________________ FAXaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
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7. Describe the host system configuration. (Provide a written description of
the host computing system, including such considerations as front-end
processing, local area networking, and/or a database back end.  Include
the geographic location of each component in the system.)
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8. Block Diagram (In the space provided below, draw a functional block
diagram of the computing environment being planned.)
9. UNIXÒExperience (for CONVERSANT or PC/ASAI environment only)
Check the item that best describes the customers proficiency with the
UNIX operating system.
________ Beginner_________ Some experience _______ Expert
Do they have an experienced UNIX system administrator? (Check one.)
________ Yes
________ No
If no, is the customer willing to send a representative to a UNIX 
administrators course?
________ Yes
________ No
Issue 4  September 1995  
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Section 4: Software Development
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1. Call Center Application Software
Will the call center application software be:
_______ New?
_______ A modification of an existing application?
Who will develop or provide the call center application software?
Primary contact _____________________________________ Position ________________
Company__________________________________ Phone _________________________
City________________________________ State__________ Zip Code _______________
2. Interface Software Development (host API and protocol stack)
Who will develop or provide the interface software for the host?
Primary contact ____________________________________ Position _________________
Company__________________________________ Phone _________________________
City________________________________ State_________ Zip Code ________________
3. Is any software development now underway?
_______ Yes
_______ No
If yes, please explain the current status of the development effort.
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4. Have any schedules been discussed for software development?
_______ Yes
_______ No
If yes, please state the schedules that have been discussed.
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5. Additional software development comments:
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B-6  Issue 4  September 1995 
						

							Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Section 5: Communications System Requirements
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1. What is the DEFINITY Communications System being used
with the PBX/host application?
2. Will more than one communications system be used for this
application?  (Check one.)  _______ Yes    _________ No
If yes, describe the locations and how they will be used.
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3. For existing communications systems:
When will a one-week traffic study be completed on the
communications system?a
If you know the following, please fill it in.
What is the current number of modules or port networks?aaaaaaaaaaaaaaaaaaaaaaa
What is the current processor occupancy?aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
Describe how the existing communications system will change
when the ASAI application is in place.
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4. For new communications systems:
When will a DOSS configuration be done for the new
communications system?aaa
If you know the following, please fill it in.
What is the anticipated number of modules or port networks?aaaaaaaaaaaaaaaaaaa
What is the anticipated processor occupancy and/or busy hour call completions?a
Total within this system?aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa
5. Check all additional application features planned for the
communications system.  (CMS is strongly recommended.  The
others should be used based on the individual requirements of
the call center.)
_______ Call Vectoring (recommended)
_______ Call Management System (CMS)
_______ Manager IV
_______ AUDIX
_______ Message Server (MSG-SRV)
_______ CONVERSANT Voice Information System
_______ Traditional ACD
_______      EAS Skills
_______ Other ________________
_______ Other ________________
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6. List any additional software packages that will run on the
communications system.
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7. Will any private networking configurations be used (for
example, Electronic Tandem Network [ETN], Distributed
Communications System [DCS])? Explain.
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8. Are there dialing constraints on the communications system
(for example, 4 or 5 digits)? Explain.
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9. Block Diagram (In the space provided below, draw a functional
block diagram of the communications system environment
being planned.  Include all gateways, CONVERSANT voice
information systems, and CMSs.)
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Section 6: Network Interface Requirements
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1. Check those services the customer is planning on using in the
call center.
_______ Calling Party Number/Billing Number (CPN/BN)
_______ Dialed Number Identification Service (DNIS)
2. Specify the long-distance network the customer is planning to
use.
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3. For AT&T network customers using CPN/BN:
Has the customer subscribed to the following:
_______ Megacom 800?
_______ INFO-2 with PRI?
_______ Software Defined Network (SDN)
If no, specify when the customer plans to subscribe to these
services.
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4. For non-AT&T long-distance network users:
List and describe each of the network features they will have:
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Section 7: Schedules
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1. Describe the general timeline the customer is working toward.
(Include any specific planning, software development,
integration, and/or testing considerations.)
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Section 8: Additional Comments
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1. Include any additional comments you feel may have a bearing
on the preliminary system design and/or a decision by the
customer to purchase one of the CallVisor ASAI products.
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B-10  Issue 4  September 1995 
						

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Call Center Operations
Worksheet
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The Call Center Operations Worksheet allows AT&T personnel to assess the
status and capacity of your existing or proposed DEFINITY switch.  The
information collected helps AT&T determine the impact of the proposed
configuration on your switch.
The worksheet contains four general sections: General Business, ACD Incoming
Call Management (ICM), ACD Outgoing Call Management (OCM), and Call
Flows.  The general business section provides the general business (non-ACD)
call traffic mix expected for the switch. The ACD Incoming Call Management
section provides general information about inbound telemarketing operations.
The ACD Outgoing Call Management section provides general information about
outbound telemarketing operations. The Call Flows section provides a list of
important items to include in the customer call flows, and several examples of
appropriate call flows.
The accuracy of the information provided determines whether realistic and
achievable performance capacity figures can be obtained. Therefore, it is
STRONGLY recommended that this information be accurate and reviewed by the
customer and the appropriate AT&T representative.
Issue 4  September 1995  
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