ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

							CONVERSANT/CallVisor ASAI Sample Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Schedules
1Describe the general timeline the customer is working toward. Include any specific planning,
software development, integration, and/or testing considerations
.)
Complete all required studies and gain project approval and go-ahead: July 20, 1992
Place order for G3 and CONVERSANT/ASAI hardware/software: July 25, 1992
Develop Call Center Application: 36 weeks
Install CONVERSANT/ASAI hardware/software: January, 1993
Install GoFast API/protocol stack: January, 1993
Install development G3 hardware/software: February, 1993
System Integration Test: May, 1993
Agent Training: May, 1993
Live Production: June, 1993
Additional Comments
1Include any additional comments you feel may have a bearing on the preliminary system design
and/or a decision by the customer to either purchase or not purchase CONVERSANT/ASAI.
The business case being prepared for Diversifieds management must include a justification 
for a payback period which does not exceed 18 months from system start-up.  This must 
include the new G3 and the additional CONVERSANT equipment purchased for development.
The business case must also show that Diversifieds projected 2-year growth plan will be
supported by the proposed hardware/software configuration.
D-12  Issue 4  September 1995 
						

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CallVisor ASAI Functionality
Supported by Vendor Partners
E
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This appendix shows the CallVisor ASAI functionality supported by various
vendor partners.  A table entry of ``x means the functionality is supported and is
accessible to an application.  A blank means the functionality is not supported.
Issue 4  September 1995  
E-1 
						

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Functionality Tablesbbbbbbbb
Table E-1.  Common Applications Supported by Vendor Partner Platforms*bbbbbbbbbbbbbbbbbbbbbbbb
Dialogic IBM AT&T AT&T HP Aristacom PassageWay
CT- CallPathStratus
CONVERSANT CallVisor ACT SCIL*ICP Telephony Application
Connect** PC Services (R2)
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ASAI-Ethernet 1Q96 x x
(DEFINITY LAN Gateway)
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Adjunct Routing based on:
CPN/BN (SID/ANI) x x x x x x x x
Dialed Number (DNIS) x x x x x x x x
Call Prompter Digits rel 3.1 x x x x x x x
Agent/Queue Status x x x x
Lookahead Interflow Info x x x x x x x
Customer Database Info x x x x x x x x
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ASAI-Provided Digitsxxx
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ASAI-Requested Digits x x x
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UUI x x Note 1 x
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Initiating Calls:
user-to-user x x x Note 2 x x x x
supervisor assist x x x x
direct agent calls x x x Note 2 x x x
Predictive calls x x x x x x
AMD x x x
classifies busy x x x x x x
classifies reorder x x x x x x
classifies modem answer x x x x x x
classifies SIT tones x x x x x x
priority calls x Note 2 x x x
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Call Control Note 2 x x x x x
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Station Control x x x x x x
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Data Screen Delivery possible x x x x x x x x
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Data screen transfer possible x x x x x x x x
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Hands-free answer x x x x x x
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Call Hold x x x x x x x
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Call Reconnect x x x x x x x
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Call Drop on-PBX on-PBX x
partiesxx x
partiesx
x
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Call transfer x x x Note 2 x x x x
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Call Conference x x x x x x x
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Terminate Call x x x x x x
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Redirect Call 1Q96 x x
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Selective Listeningxx
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______________________________________________________________
*Vendor partners may have implemented additional capabilities other than those marked. Check with the library vendor for up-to-
date support on the features not checked.
**Dialogic now supports Digitals former DEC CIT product line.
E-2  Issue 4  September 1995 
						

							CallVisor ASAI Functionality Supported by Vendor Partnersbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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Table E-1.  Common Applications Supported by Vendor Partner Platforms*  (continued)bbbbbbbbbbbbbbbbbbbbbbbb
Dialogic IBM AT&T AT&T HP Aristacom PassageWay
CT- CallPathStratus
CONVERSANT CallVisor ACT SCIL*ICP Telephony Application
Connect** PC Services (R2)
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Monitoring of:
VDN x x x x x x x x
ACD Split x x x x x x x
Station x x x x x x
Calls Note 3 x x Note 2 x Note 3 x x
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Event Information
Called Number (DNIS) x x x x x x x x
Calling Number (CPN/BN) x x x x x x x x
Answering Agent extension x x x x x x x x
ACD split selected x x x x x x x
Lookahead Interflow Info x x Note 4 x x x x
Call Prompting Digits rel 3.1 Note 5 x x x x x x
Position in queue x x x x
transfer event x x x Note 6 x x x
Hold/Reconnect event x x x x x x
conference event x x x x x x
agent disconnect event x x x x x x x
call ended event x x x x x x x x
call abandons in queuexx x
(CPN/BN available)xxx x x
Reason for Redirection 1Q96 x x
Login 1Q96 x x
Originated 1Q96 x x
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Queries
time of day x x x x
# agents available in split x x x x x
# calls queued in split x x x x x
# agents logged into split x x x x x
# idle trunks in group x x x x x
# in-use trunks in group x x x x x
# idle classifiers x x x x
# in-use classifiers x x x x
agent workmode and idle/busy x x x x x x
list agents logged into split x x x x x
calls/call states at station Note 7 x x x x x
parties on call Note 7 x x x x x
type of extension x x x x x x
MWL status x x x
SAC status x x x
CF status & Fwd-to number x x x
Integrated Directory Database x x
Internally Measured Data x x
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Set MWL x 1Q96 x x x x
Billing Changex
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Feature Requests:
Call Forwarding x x x x x x
Send All Calls x x x x x
Traditional ACD:
agent login x x x Note 8 x x x x
Agent Logout x x x Note 8 x x x x
Change work mode x x x x x x x
EAS Environment:
agent Login rel 3.1 x x x x
Agent Logout rel 3.1 x x x x
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______________________________________________________________
*Vendor partners may have implemented additional capabilities other than those marked. Check with the library vendor for up-to-
date support on the features not checked.
**Dialogic now supports Digitals former DEC CIT product line.
Issue 4  September 1995 E-3 
						

							CallVisor ASAI Functionality Supported by Vendor Partnersbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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Table E-1.  Common Applications Supported by Vendor Partner Platforms*  (continued)bbbbbbbbbbbbbbbbbbbbbbbb
Dialogic IBM AT&T AT&T HP Aristacom PassageWay
CT- CallPath CONVERSANT Callvisor ACT SCIL*ICP Telephony Application
ConnectStratus
PC Services (R2)
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Maintenance:
Heartbeat Note 7 Note 7 x Note 7 Note 7 Note 7 Note 7 Note 7
Suspend ASAI alarms Note 7 Note 7 Note 7
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______________________________________________________________
*Vendor partners may have implemented additional capabilities other than those marked. Check with the library vendor for up-to-
date support on the features not checked.
**Dialogic now supports DEC CITs former product line.
NOTES:
1. Only supported in Make Call Request, not Route Select Message.
2. The CONVERSANT platform has internal restrictions that only permit the application to
control calls at the CONVERSANTs T/R ports.
3. Dialogic CT-Connect does not provide call control, but this can be emulated by domain
controlling all parties on the call.  Domain control is only available for parties on the
switch, so there are limitations.
4. DNIS Display information only.
5. IBM CallPath Switch Server/2 supports Call Prompting Digits from the switch.  IBM
CallPath/400 does not.
6. The CONVERSANT API does not pass the CallVisor ASAI transfer event to the
application(s).  It does provide an internal indication that a transfer has occurred.  The
internal indication contains two call-ids.
7. These features are present, but not accessible to applications.  The host platform
exchanges these messages with the PBX.
8. Switch administration is available to do agent login/logout for CONVERSANT T/R ports.
Also, auto-available agents dont require logins/logouts.
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E-4  Issue 4  September 1995 
						

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Index
800-service records
investigating, 1-3
900-call rate
changing via Flexible Billing, 1-15
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A
ACD, See Automatic Call Distribution
ACD/EAS method of operation
as consideration in configuration, 1-4
Add Hunt Group form, 2-4, 2-5
Add Station form, 2-3
add station command, 2-3
Add Trunk Group form, 2-5
Add VDN form, 2-5
Adjunct Alarm Administration, 2-4
Adjunct routing, 1-14
Adjunct-controlled splits, 2-4
Adjuncts, 1-6, 1-15
vendor partner, 2-4
Agent Login ID form, 2-5
Alarm Administration
Adjunct, 2-4
Announcement circuit pack, 2-1
Answering Machine Detection, 2-5
used for predictive outbound applications, 1-7, 2-2
API, 
See Application Programming Interface
Application Programming Interface, 1-15
Applications
call prompting, 2-1
high traffic, 1-12
increasing effectiveness of, 1-14
multiple
coordinating call handling, 1-13
monitoring ACD split/VDN, 1-7, 1-9, 1-13
predictive dialing, 2-1
requesting digit collection, 1-7
trialing, 1-18
ARS, 
See Automatic Route Selection
ASA, 
See Average Speed of Answer
ASAI
capabilities, 1-4
link administration, 2-2
multiple links, 1-13
overview, vii
ASAI-Accessed Internally Measured Data, 2-2, 2-6
ASAI-BRI link, 2-1ASAI-Ethernet link, 2-1
AT&T
Adjunct Links, 2-2
vendor partners, 2-6
Attendant Console form, 2-5
Automatic Call Distribution, 2-5
agents (EAS), 1-6
configurations, 2-2
software, 2-2
splits (EAS), 1-6
Automatic Route Selection, 2-5
software, 2-2
Average Speed of Answer, 1-3
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B
Basic installation
consultation services, 3-1
single point of contact, 3-2
Basic Rate Interface
link, 2-1
transport, 2-2
BHCCs, 
See Busy Hour Call Completions
BRI, 
See Basic Rate Interface
Busy hour call attempts, A-1
Busy Hour Call Completions, 1-4, 3-2, A-1
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C
Call attempts
busy hour, A-1
Call center applications, 3-1
Call center operations worksheet, C-1
ACD
incoming call management, C-4
outgoing call management, C-5
call flows, C-6
general business, C-2
Call classifier, 1-12
circuit pack, 2-1
Call Completions
Busy Hour, A-1
Call flow
as configuration consideration, 1-4
integrating with switch configurations, 3-2
 IN-1 
						

							Indexbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
preparing specifications for, 3-1
Call handling
coordinating, 1-13
Call information
integrating with other information, 1-14
Call Management System, 1-3
Call prompting, 1-7, 1-14, 2-1
Call Redirected Event Report, 1-13
Call scenarios
documenting, 3-2
Call traffic, 1-6
Call treatment during busy hour, 1-4
Call vectoring
applications, 2-2
form, 2-5
Call volume
busy hour, 1-6
Calling Party Number/Billing Number, 1-3, 1-6
Calls
answered immediately, 1-4
queued, 1-4
treatment of during busy hour, 1-4
Change ARS Digit Analysis form, 2-5
Change Hunt Group form, 2-4, 2-5
Change Trunk Group form, 2-5
Change VDN form, 2-5
Changing 900-call rates via Flexible Billing, 1-15
Choosing
the application provider, 1-5
the host computer environment, 1-5
the Project Coordinator, 1-5
the software application, 1-5
the switch, 1-5
Circuit card
Packet Controller, 2-1
Circuit packs
Announcement, 2-1
Call Classifier, 2-1
DS1 Interface, 2-1
Expansion Interface, 2-2
Facility Test, 2-2
ISDN-BRI, 2-1
Packet Maintenance, 2-1
TN570, 2-2
TN776, 2-2
CMS, 
See Call Management System
Collected digits, 1-15
how used in application, 1-3
Collections
improving, 1-4
Commands
add station, 2-3
set options, 2-5
Components
hardware, 2-1installing, 1-17
ordering, 1-7
test plan, 1-18
Conferencing calls
having Flexible Billing, 1-16
Configuration
ACD, 2-2
considerations, 1-4
multiple link, 1-13
recommended components for, 1-6
single processor, viii
testing, 1-18
Considerations
configuration, 1-4
power and cooling, 1-8
Consultation Services
basic installation, 3-1
CONVERSANT
Needs Assessment Questionnaire, D-1
CPN/BN, 
See Calling Party Number/Billing Number
Credit Extension
improving, 1-4
Credit Verification
improving, 1-4
Current operations
identifying impact on, 1-4
Customer account number, 1-14
Customer Service
improving, 1-3, 1-4
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D
Defining the application, 1-3
DEFINITY LAN Gateway
Multi-Function Board, 2-1
Dialed digits, 1-6
Dialed Number Identification Service, 1-4, 1-6
DNIS, 
See Dialed Number Identification Service
DS1 Interface circuit pack, 2-1
Duplicated systems, 2-2
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E
EAS, See Expert Agent Skills
EIS, 
See Electronic Information Systems
Electronic Information Systems, 2-4
EPN, 
See Expansion Port Network
Equipment
vendor partner, 2-4
IN-2   
						

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Equipment room layout, 1-8
Ethernet
link, 2-1
transport, 2-2
Event Notification Request, 1-13
Event Reports, 1-12, 1-13
Call Redirected, 1-13
Expansion Interface circuit pack, 2-2
Expansion Port Network, 2-2
Expert Agent Selection
agent skills, 2-2, 2-5
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F
Facility Test circuit pack, 2-2
Feature interactions, 1-18
Feature options administration
for AT&T vendor partners, 2-4
Feature-Related System Parameters form, 2-5
Flexible Billing, 1-15, 2-2, 2-5
and conferencing calls, 1-16
and private network, 1-16
and Special Services Option B, 1-16
and system capacities, 1-17
associated features, 2-5
considerations, 1-16
protocol, 1-16
rate change requests
when allowed, 1-16
rate changes
and customer responsibility, 1-16
Forms
Add Hunt Group, 2-4, 2-5
Add Station, 2-3
Add Trunk Group, 2-5
Add VDN, 2-5
Agent Login ID, 2-5
Attendant Console, 2-5
Call Vector, 2-5
Change ARS Digit Analysis, 2-5
Change Hunt Group, 2-4, 2-5
Change Trunk Group, 2-5
Change VDN, 2-5
Feature-Related System Parameters, 2-5
Remote Access, 2-5
System-Parameters Customer-Options, 2-5
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H
Hardware
Flexible Billing, 1-15
installation, 2-1
requirements, 1-6
Host computer
environment, 1-5
in configuration, 1-4
Hyperactive link, 1-11
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I
Implementation
plan, 1-8
single point of contact, 3-2
Information
entering via touch tones, 1-14
passing using UUI, 1-6
Installation
service, 3-1
Installing
hardware, 2-1
software, 2-2
Internally Measured Data, 2-6
International considerations, 1-7
ISDN-BRI circuit pack, 2-1
ISDN-PRI
software, 2-2
trunks, 2-2, 2-5
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L
Link
administration, 2-2
BRI, 2-1
capacity, 3-2
Ethernet, 2-1
hyperactive, 1-11
maximum administered allowed, 2-2
switch-to-host, 3-3
testing, 2-6
Link versions, 1-14
Logical agents, 1-6
Lookahead interflow trunks, 1-6
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M
 IN-3 
						

							Indexbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Maintenance
contract, 3-3
reports, 3-3
service, 3-1
support, 1-12
Management Information Message, 2-3
Messages, 1-6
maximum allowed, 1-11
MIM, 
See Management Information Message
Multi-Function Board, 2-1
Multiple Adjunct Routing, 1-13
Multiple link configuration, 1-13
Multiple software applications
planning for, 1-12
Multiple-port network systems, 2-2
MultiQuest Flexible Billing, 
See Flexible Billing
MultiQuest Vari-A-Bill Service, 
See Flexible Billing
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N
Needs Assessment Questionnaire, B-1
Network services, 1-6
Network systems
multiple-port, 2-2
New accounts
improving advertising effectiveness, 1-4
Number of agents/stations
as configuration consideration, 1-4
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O
OCM, See Outbound Call Management
Ongoing support
single point of contact, 3-3
Operating environment
selecting, 1-6
Other vendor products
servicing, 3-3
Outbound Call Management, 2-2, 2-5
Special Information Tones, 2-5
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P
Packet Controller circuit card, 2-1
Packet Maintenance circuit pack, 2-1
Predictive dialing, 2-1Primary configuration, 1-3
Project coordinator tasks, 1-5
Project objectives
identifying, 3-1
Proposed improvements
with CallVisor ASAI (example), 1-4
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R
Rate of 900-call
changing via Flexible Billing, 1-15
Remote Access form, 2-5
Reports
event, 1-12, 1-13
Resources
shared among applications, 1-12
Response time
layer 2, 1-12
Routing
adjunct, 1-14
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S
Sample Implementation Worksheet, 1-8
Services
consultation, 1-7
network, 1-6
set options command, 2-5
Single Point of Contact
ongoing support, 3-3
service, 1-6, 3-1
Single Processor Configuration, viii
SIT, 
See Special Information Tones
Software
application
choice of, 1-5
Automatic Call Distribution, 2-2
Automatic Route Selection, 2-2
installation, 2-2
ISDN-PRI, 2-2
requirements, 1-6
vectoring basic, 2-2
vectoring prompting, 2-2
Special Information Tones, 2-5
Special Services Option B
and Flexible Billing, 1-16
SPOC, 
See Single Point of Contact
Staff training, 1-12
Support services
IN-4   
						

							Indexbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
basic ongoing, 3-3
ongoing, 3-1
Switch
choosing, 1-5
dial-ahead buffer, 1-7
dialing plan, 1-6
translations, 3-2
Switch-classified calls, 2-2, 2-5
turning off, 1-7
System capacities
Flexible Billing, 1-17
System-Parameters Customer-Options Form, 2-5
Systems
duplicated, 2-2
multiple-port, 2-2
unduplicated, 2-2
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T
TAC, See Technical Applications Consultant
Technical Applications Consultant, 3-1, 3-2
Test plan
components, 1-18
developing, 3-2
Testing links, 2-6
Third Party Take Control capability, 1-13
Tickets
trouble, 3-3
Timeline
developing, 1-8
TN570 circuit pack, 2-2
TN776 circuit pack, 2-2
Tone detectors, 1-12
Touch tones
using to enter information, 1-14
Training
staff, 1-12
Transfers
unauthorized, 1-7, 1-14
Transport
BRI or Ethernet, 2-2
Trouble tickets, 3-3
Trunks
ISDN-PRI, 2-2, 2-5
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U
Unauthorized transfers, 1-14
Unduplicated systems, 2-2Upgrades, 2-2
User to User Information, 1-4, 1-6
UUI, 
See User to User Information
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V
Value queries
maximum rate of, 1-11
Vari-A-Bill Service, 
See Flexible Billing
VDN, 
See Vector Directory Number
VDN Return Destination, 2-2
Vector Directory Number, 1-6
Vectoring software, 2-2
Vectors, 1-6
containing converse step, 1-15
Vendor partners, 2-4, 2-6
functionality supported, E-1
Versions
link, 1-14
Voice Response Unit, 1-14
VRU, 
See Voice Response Unit
VuStats, 2-2
 IN-5