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ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

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    sfcover.nr 1.8 of 4/20/90  
    555-230-222
    September 1995
    DEFINITY Communications
    System
    CallVisor ASAI Planning Guide
     1 
    						
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    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
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    Contents
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    About This Documentvii
    ASAI: An Overview vii
    Intended Audience viii
    Related Documents viii
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    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
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    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
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    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
     
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    Contents
    Ongoing Support Services 3-3
    Basic Ongoing Support 3-3
    Single Point of Contact Support 3-3
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    ASample ModelsA-1
    CallVisor ASAI Scenarios A-2
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    BNeeds Assessment QuestionnaireB-1
    CallVisor ASAI Needs Assessment Questionnaire B-1
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    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
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    DCONVERSANT/CallVisor ASAI Sample Needs Assessment QuestionnaireD-1
    CONVERSANT/ASAI Background Questionnaire D-1
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    ECallVisor ASAI Functionality Supported by Vendor PartnersE-1
    Functionality Tables E-2
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    INIndexIN-1
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    Figures
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    About This Document
    1. Single Link Ð Single Processor Configuration viii
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    1Planning the CallVisor ASAI Configuration
    1-1. CallVisor ASAI Planning Tasks 1-2
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    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
     
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    Tables
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    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
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    2Installation and Test for CallVisor ASAI
    2-1. ASAI Feature Options Administration for AT&T Vendor Partners2-4
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    CCall Center Operations Worksheet
    C-1. Items to Include in Call Flow Diagrams C-6
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    ECallVisor ASAI Functionality Supported by Vendor Partners
    E-1. Common Applications Supported by Vendor Partner Platforms*E-2
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    Screens
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    2Installation and Test for CallVisor ASAI
    2-1. Add Station 2-3
     
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    About This Document
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    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 
    						
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    The following figure illustrates the simplest configuration, an adjunct connected to
    a switch via a single ASAI-BRI (or ASAI-Ethernet) link.1
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    ASAI
    BRI/Ethernet Adjunct ApplicationG3
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    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.
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    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 
    						
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    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 
    						
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