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ATT DEFINITY Communications System CallVisor ASAI Instructions Manual
ATT DEFINITY Communications System CallVisor ASAI Instructions Manual
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bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb sfcover.nr 1.8 of 4/20/90 555-230-222 September 1995 DEFINITY Communications System CallVisor ASAI Planning Guide 1
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb TO ORDER COPIES OF THIS DOCUMENT CALL:AT&T Customer Information Center (800) 432-6600 In Canada: (800) 255-1242 WRITE:AT&T Customer Information Center 2855 North Franklin Road P.O. Box 19901 Indianapolis, Indiana 46219 For more information about AT&T documents, see Business Communications Systems Publications Catalog (555-000-010) UNIX is a registered trademark of AT&T. NOTICE While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, AT&T can assume no responsibility for any errors. Changes or corrections to the information contained in this document may be incorporated into future reissues. Prepared by AT&T Technical Publications Department Lincroft, NJ ÓCopyright 1990 All Rights Reserved Printed in USA 2
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbb Contents bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb About This Documentvii ASAI: An Overview vii Intended Audience viii Related Documents viii bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 1Planning the CallVisor ASAI Configuration1-1 Define the CallVisor ASAI Application and Primary Configuration1-3 Designate Host Computer Environment and Application Provider1-5 Select Project Coordinator 1-5 Define Detailed Configuration and Application Analysis 1-6 Order Components 1-7 Develop Implementation Plan and Timelines 1-8 Select Maintenance Support 1-12 Planning for Multiple Software Applications 1-12 Planning for Multiple ASAI Links 1-13 Planning to Integrate with a VRU 1-14 Planning for Flexible Billing 1-15 Install CallVisor ASAI Components 1-17 Test Overall Configuration 1-18 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 2Installation and Test for CallVisor ASAI2-1 Hardware Installation 2-1 Software Installation 2-2 CallVisor ASAI Link Administration 2-2 CallVisor ASAI Link Testing 2-6 AT&T Vendor Partners 2-6 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 3Installation and Maintenance Service Offerings3-1 Installation and Implementation 3-1 Basic Installation 3-1 Consultation Services 3-1 Implementation Single Point of Contact (SPOC) 3-2 i
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbb Contents Ongoing Support Services 3-3 Basic Ongoing Support 3-3 Single Point of Contact Support 3-3 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb ASample ModelsA-1 CallVisor ASAI Scenarios A-2 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb BNeeds Assessment QuestionnaireB-1 CallVisor ASAI Needs Assessment Questionnaire B-1 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb CCall Center Operations WorksheetC-1 General Business C-2 ACD Incoming Call Management C-4 ACD Outgoing Call Management C-5 Call Flows C-6 Calls to VRU Transferred to Agent Split C-8 Calls to Vector Delivered to ACD Agents C-9 ASAI Switch-Classified Calls C-10 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb DCONVERSANT/CallVisor ASAI Sample Needs Assessment QuestionnaireD-1 CONVERSANT/ASAI Background Questionnaire D-1 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb ECallVisor ASAI Functionality Supported by Vendor PartnersE-1 Functionality Tables E-2 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb INIndexIN-1 ii
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbb Figures bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb About This Document 1. Single Link Ð Single Processor Configuration viii bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 1Planning the CallVisor ASAI Configuration 1-1. CallVisor ASAI Planning Tasks 1-2 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb CCall Center Operations Worksheet C-1. Sample ACD Ð ICM Call Flow C-8 C-2. Sample Call Vectoring Call Flow C-9 C-3. Sample ACD Ð OCM Call Flow C-10 iii
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbb Tables bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 1Planning the CallVisor ASAI Configuration 1-1. Proposed CallVisor ASAI Improvements (Example) 1-4 1-2. Sample Implementation Worksheet 1-8 1-3. Sample Implementation Worksheet (EAS Environment)1-10 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 2Installation and Test for CallVisor ASAI 2-1. ASAI Feature Options Administration for AT&T Vendor Partners2-4 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb CCall Center Operations Worksheet C-1. Items to Include in Call Flow Diagrams C-6 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb ECallVisor ASAI Functionality Supported by Vendor Partners E-1. Common Applications Supported by Vendor Partner Platforms*E-2 iv
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbb Screens bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb 2Installation and Test for CallVisor ASAI 2-1. Add Station 2-3 v
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb bbbbb About This Document bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb This document is a ``road map for CallVisorÒASAI planning and implementation. Its purpose is to identify the planning and implementation tasks associated with the CallVisor Adjunct/Switch Application Interface (ASAI) and to direct the reader through them. ASAI: An Overviewbbbbbbbb CallVisor ASAI is a communications interface that provides application processors (called adjuncts in this document) access to switch features and control over calls in the switch. CallVisor ASAI can be implemented using either an Integrated Services Digital Network (ISDN) Basic Rate Interface (BRI) transport, or an Ethernet Transmission Control Protocol/Internet Protocol (TCP/IP) transport, for single links, or both, for multiple links. The ASAI-Ethernet interface, available in G3V4 releases (and in G3V3 releases with a field maintenance upgrade) provides ASAI functions using 10Base-T Ethernet, rather than BRI, as a transport media. For more information on this option, see AT&T DEFINITY Communications System Generic 3 CallVisor ASAI-Ethernet Installation, Administration, and Maintenance, 555-230-223. Issue 4 September 1995 vii
About This Documentbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb The following figure illustrates the simplest configuration, an adjunct connected to a switch via a single ASAI-BRI (or ASAI-Ethernet) link.1 bbbbbbbbbbbbbbbbbbbbb ASAI BRI/Ethernet Adjunct ApplicationG3 bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb Figure 1. Single Link Ð Single Processor Configuration Intended Audiencebbbbbbbb This document is written for the account team and customer personnel involved in the planning and implementation of CallVisor ASAI for the Generic 3 switch. Related Documentsbbbbbbbb AT&T Adjunct/Switch Application Interface (ASAI) Specification, 555-025-203 This document provides a detailed description of the ASAI Reference Model and the capabilities available with ASAI. DEFINITY Communications System Generic 3 CallVisor ASAI Protocol Reference , 555-230-221 This document provides detailed protocol information regarding the DEFINITY Communications System Generic 3 CallVisor Adjunct/Switch Application Interface. Issue 4.0 also describes the TCP/IP protocol used for transporting ASAI messages in this product. This document is the companion to the following document, 555-230-220. aaaaaaaaaaaaaaaaaaa 1. Additional configurations can be found in Chapter 2, ``ASAI and Supported Applications, of the DEFINITY Communications System Generic 3 CallVisor ASAI Technical Reference , 555-230-220. viii Issue 4 September 1995
About This Documentbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb DEFINITY Communications System Generic 3 CallVisor ASAI Technical Reference , 555-230-220 This document provides a detailed functional description of CallVisor ASAI for the Generic 3 switch. DEFINITY Communications System Generic 3 Installation, Administration, and Maintenance of CallVisor ASAI Over the DIFINITY LAN Gateway , 555-230-223 This document describes the installation, administration, and maintenance of the ASAI-Ethernet application, which provides ASAI functionality using 10Base-T Ethernet rather than BRI as a transport media. DEFINITY Communications System Generic 3 Feature Description, 555-230-204 This document is an overall reference for the planning, operation, and administration of the Generic 3 switch. DEFINITY Communications System Generic 3i Implementation, 555-230-650 This document describes the implementation of the Generic 3i switch. DEFINITY Communications System Generic 3 V4 Implementation, 555-230-653 This document describes the implementation of the Generic 3 V4 switch. DEFINITY Communications System Generic 1 and Generic 3 Installation and Test , 555-230-104 This document describes the installation and testing of the Generic 1 and Generic 3 switches. Issue 4 September 1995 ix