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...

Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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...

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...

Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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...

Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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...

Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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)...

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...

Call Center Operations Worksheetbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
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,...

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...

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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