ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

							Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
General Businessbbbbbbbb
1. Indicate how much of the general business traffic (non-ACD,
non-ICM/OCM) in your system fits into each of the following categories.
Use percentages. The five categories must add up to 100 percent.
Traffic Type Percentage
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Intercom _____________
Incoming _____________
Outgoing _____________
Private Network (ETN, UDP, DCS) _____________
Vectoring General Business _____________
Total 100%
2. Indicate the call characteristics for each of the categories above. Again,
each category (intercom, incoming, outgoing, private networking) must
add up to 100%.
IntercomAnswered _______________
Coverage (See Note 1) _______________
Auto Call Back _______________
Total 100%
IncomingDID Answered _______________
DID Coverage (See Note 1) _______________
Attendant Answered (See Note 2) _______________
Attendant Extended (See Note 3) _______________
Total 100%
OutgoingDOD 7/8 Digit Calls _______________
DOD 10/11 Digit Calls _______________
Total 100%
Private NetworkingIncoming Answered _______________
Incoming Coverage (See Note 1) _______________
Outgoing _______________
Tandem _______________
Total 100%
NOTES:
Coverage means that the call goes to coverage without being
answered at the original destination.
Attendant answered means that an attendant answers a call,
handles the callers request, and disconnects.
Attendant extended means that an attendant answers a call and
extends the call to a station that answers.
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3. For the general business traffic (non-ACD, non-ICM/OCM), specify the
percentage of calls that fit into the following categories. Percentages do
not need to add up to 100 percent.
 Calls covered by AUDIX _______________
 DCS Calls on Private Network _______________
 ISDN on Private Network _______________
 ISDN on Incoming Calls _______________
 ISDN on Outgoing Calls _______________
 ISDN on General Business Vectoring _______________
4. Number of SMDR Ports (maximum 2)  _______________
5. Percentage of Calls on Intra-Switch SMDR  _______________
6. Specify what percentage of the general business calls in the system are
generated to or by the following station types.  (Note: This is not
necessarily the same as the percentage of total stations in the system that
each of these types represents.)  Percentages must add up to 100
percent.
 Analog Stations _______________
 DCP Non-display _______________
 DCP with Display _______________
 ISDN-BRI _______________
 Total 100%
7. Specify the percentage of general business calls that interact with ASAI
(Event Notification, 3rd Party Call Control).  _______________
8. Specify the percentage of the general business calls that are initiated via
ASAI (3rd Party Auto Dial, 3rd Party Make Call).  _______________
9. Specify the percentage of the general business calls that go to coverage
to an ASAI-monitored station (3rd Party Domain Control).  ____________
10. Provide the appropriate call flow for a general business call using call
vectoring, if any.  (See the call flow samples shown later in this appendix.)
11. Is Answering Machine Detection needed for predictive OCM?
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C-3 
						

							Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
ACD Incoming Call Managementbbbbbbbb
1. Indicate how much of the inbound ACD traffic in your system fits into the
following categories:
ACD Calls using ISDN trunks _______________
ACD Calls using SMDR _______________
2. Will CallVisor ASAI Event Reporting be used? ____
How many bytes of UUI information (for calls incoming from another
CallVisor site)? ____
3. Will Flexible Billing be used? ___ For what percent of incoming calls? ___
4. Will Internally Measured Data be used? ___ For how many stations, splits,
VDNs, and so forth, and how many queries per hour?
___________________________
5. Indicate the expected agent utilization.  (This is the percentage of time
that an agent is active on ACD calls or available to receive ACD calls;
agents in ACW and AUX are not available to receive calls.)  _________
6. Specify the maximum number of inbound ACD agents (include
non-AUDIX VRU ports) on the system.  _______________
7. Specify what percentage of total ACD calls terminate at each of these
station types.  (Note: This may be different from the percentage of total
ACD stations that each of these station types represent).  Percentages
must add up to 100 percent.
Analog Stations _______________
DCP Non-display _______________
DCP with Display _______________
ISDN-BRI _______________
Total 100%
8. Provide the appropriate call flows.  (See the call flow samples shown later
in this appendix.)
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ACD Outgoing Call Managementbbbbbbbb
1. Indicate how much of the outbound ACD traffic in your system fits into the
following categories:
ACD Calls using ISDN trunks _______________
ACD Calls using SMDR _______________
2. Specify the average number of rings for calls that are never answered.
_______________
3. Specify the average number of rings for calls that are answered.
_______________
4. Indicate the expected agent utilization.  (This is the percentage of time
that an agent is active on outbound calls or available to initiate outbound
calls; agents in ACW and AUX are not available for outbound calls.)
_______________
5. Specify the maximum number of outbound ACD agents (include
non-AUDIX VRU ports) on the system.  _______________
6. Specify the percentage of total OCM calls that are connected to each of
these station types.  Percentages must add up to 100 percent.
Analog Stations _______________
DCP Non-display _______________
DCP with Display _______________
ISDN-BRI _______________
Total 100%
7. Is CMS/BCMS used to monitor and measure the outbound ACD calls?
_______________
8. Is ASAI-Accessed Internally Measured Data used?_____
9. Provide the appropriate call flows.  (See the call flow samples shown later
in this appendix.)
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Call Flowsbbbbbbbb
Using Figures C-1, C-2, and C-3 as examples, specify a call flow, complete with
percentages, that best depicts the call center operations during the busy hour.
As a minimum, call flows should be provided for general business call vectoring,
ACD-ICM, and ACD-OCM areas.  If there are several different call flows within
each area, draw a call flow for each and give the percentages of the overall
traffic that each call flow represents. Table C-1 shows the most important items
to include in the call flow for each of the call center categories: General
Business, ACD-ICM, and ACD-OCM.
Table C-1.  Items to Include in Call Flow Diagrams
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General Business
Items Call Vectoring ACD-ICM ACD-OCM
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Call Vectoring Commands Executed X X
Ð Announcement X X
Ð Wait X X
Ð Collect Digit X X
Ð Total Digits Collected X X
Ð Available Agent Conditional Checks  X
Ð Go to Conditional Checks (except available X X
agent checks)
Ð Route to Conditional Checks (except X X
available agent checks)
Ð Check Backup Split (except available agent  X
checks)
Ð Route to (any number other than VDN) X X
Ð Route to VDN X X
Ð Successful Queue Commands  X
Ð Messaging (AUDIX only) X X
Ð ASAI Adjunct Routing X X
Ð ASAI Adjunct Routing to VDN X X 
Ð Look Ahead Interflow (Success & Failure) X
Ð Converse Step X X
Ð ASAI-Supplied Call Prompter/
Dial-Ahead digits X
Ð ASAI-Supplied UUI X
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ACD Split Actions (non-vectored splits)  X X
Ð Announcements (Forced First/Recurring)  X X
Ð Queued X X
Ð Intraflow X X
Ð VRU Transfers  X
Ð AUDIX as Automated Attendant  Xc c c
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Table C-1.  Items to Include in Call Flow Diagrams  (continued)bbbbbbbbbbbbbbbbbbbbbbbb
General Business
Items Call Vectoring ACD-ICM ACD-OCM
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ASAI-Related Actions X X X
Ð ISDN Gateway (IG) Event Reporting X X X
Ð ASAI Event Reporting (Event Notification) X X X
Ð ASAI Transfers/Conferences
(3rd Party Merge) X X
Ð ASAI Change Work Modes
(Request Feature)  X X
Ð ASAI Queries (Value Queries)
for Agents, Splits and Trunk Status  X X
including queries for Internally
Measured Data
Ð ASAI Call Termination (3rd Party  X X
Drop/Clear Call)
Ð ASAI Billing Change Request  X
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Other X X X
Ð Call Holding Time Per Agent  X X
Ð VRU Usage  X X
Ð Call Transfers/Conferences  X X
Ð Digits Dialed (7 or 10 Digits)   X
Ð User/Switch-Classified   X
Ð Call Classification Outcomes   X
Ð Coverage Usage X
Ð Attendant-Handled Calls X
Ð ASAI Redirected Calls X Xc c c
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Information sources for developing an accurate call flow can be obtained from:
BCMS Historical ReportsÐDaily and Hourly Split and System Reports
CMS Historical ReportsÐSplit and System Reports
DEFINITY Generic 3 Hunt Group Measurements Report
Once the call flows have been diagrammed, the above table should be used to fill
in the expected vector treatments for each ``branch of the call flow ``tree.  See
the call flow sample, ``Calls to Vector Delivered to ACD Agents, later in this
appendix.
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C-7 
						

							Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Calls to VRU Transferred to Agent Splitbbbbbbbbbbbbbbb
This call flow includes:
CMS Reporting
ASAI Event Reporting on All Splits (VRU and Agent Splits)
Non-ISDN Trunks
CONVERSANT VRU (with ASAI)
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40% Answered 
after 1st Annc. 50% Answered by VRU
after 1st Annc.
25% Answered 
Immediately
without Queuing 25% Answered 
Immediately
by VRU without 
Queuing
75% Queue &
Hear 1st Annc. 75% Queue for VRU &
Hear 1st Annc.
100% Incoming to VRU
100% of Calls Transferred by VRU to Agent Split
60% Answered
after 2nd Annc. 50% Answered by VRU
after 2nd Annc.
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Figure C-1.  Sample ACD Ð ICM Call Flow
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Calls to Vector Delivered to ACD Agentsbbbbbbbbbbbbbbb
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90% Cleared
by Adjunct
(2 Minutes 
Average
Holding Time) 90% Cleared 
by Adjunct
(2 Minutes
Average
Holding Time)3 Conditional Checks
1 Available Agent 
Conditional Check
1 Queue to Main
1 Wait Time
1 Announcement10% of Calls Execute the
Following Vector Commands 90% of Calls Execute the
Following Vector Commands
100% Calls to Vector (All ISDN, ASAI Event Reporting)
3 Conditional Checks
1 Available Agent
Conditional Check
1 Queue to Main
2 Wait Time
1 Announcement
10% ASAI Transferred
to Another Agent
(Cleared by Adjunct,
2.5 Minutes Average
Holding Time) 10% ASAI Transferred
to Another Agent
(Cleared by Adjunct,
2.5 Minutes Average
Holding Time)
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Figure C-2.  Sample Call Vectoring Call Flow
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							Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
ASAI Switch-Classified Callsbbbbbbbbbbbbbbb
The ASAI adjunct originates all calls via the 3rd Party Make Call capability and
uses the switchs call classifier board.
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100% Switch-Classified Calls (Non-ISDN)
60% Answered
22% Uses ASAI
Transfers,
Change Work 
Modes,
1st Annc. and 
1 Minute
Holding Time78% with 
2 Minutes
Average Holding 
Time
Cleared by 
ASAI Adjunct40% Not 
Answered
or Busy
84% 7 Digits Calls16% 10/11 Digits Calls
40% Not
Answered
or Busy
(Dropped 
Automatically
by the Switch) 60% Answered.
(3 Minute 
Average
Holding Time)
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Figure C-3.  Sample ACD Ð OCM Call Flow
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CONVERSANT/CallVisor ASAI
Sample Needs Assessment
Questionnaire
D
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CONVERSANT/ASAI Background
Questionnaire
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This questionnaire is to be used to gather information about customers who may
be considering the purchase of a CONVERSANT/ASAI system for use with
DEFINITY.
Issue 4  September 1995  
D-1