ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

							bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
   
						

							bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbb
Planning the CallVisor ASAI
Configuration
1
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
This chapter describes the considerations, decision points, and planning tasks
required to implement a DEFINITY CallVisor ASAI application. It is provided as a
guide for the person planning and coordinating the implementation of CallVisor
ASAI.  The tasks described include planning activities to be completed before
and after a sales contract for CallVisor ASAI has been signed.  Figure 1-1 shows
a road map of the planning activities needed to implement a CallVisor ASAI
application.
Issue 4  September 1995  
1-1 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbb
.
Fill out Appendix C
DEFINITY Communications System
Network Services
Computer
Application Designate Project Coordinator
Perform Detailed Configuration
and Application Analysis
Order Components
.
.
.
.
Develop Implementation Plan
and Timelines
Select Maintenance Support
Install Components Select Host Environment
Define CallVisor Application
and Preliminary Configuration
Test Overall ConfigurationCheck Sample Configurations
(Appendix A)
Fill out Appendix B
. .
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Figure 1-1.  CallVisor ASAI Planning Tasks
1-2  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
You should plan for the changes and improvements that will occur in your
operations and systems as a result of adding a CallVisor ASAI application. For
example, by reducing the amount of time customer calls are on hold or waiting in
queue, a CallVisor ASAI application can improve the productivity of agents and
the use of trunk facilities.  You can take advantage of this in one of two ways:
You can improve customer service by keeping the same number of agents
and reducing the Average Speed of Answer (ASA). ASA is the average
time, computed by the AT&T Call Management System (CMS), that
callers wait in queue before reaching an agent.
You can save money by reducing the number of agents and keeping
approximately the same ASA.
AT&T products and services are available to meet your requirements for
planning, coordinating, installing, verifying, and providing ongoing support for a
CallVisor ASAI solution.  For more information on CallVisor ASAI service
offerings, see Chapter 3, ``Service Offerings, or contact your AT&T
representative.
Define the CallVisor ASAI
Application and Primary
Configuration
bbbbbbbb
The first step in planning a CallVisor ASAI configuration is to define the
application.  You and your AT&T representative must be able to describe the
business needs addressed by the application and provide in words or diagrams a
high level description of the application.
Consider each part of your current operation and how it can be improved.  For
example, you might want an application that uses the Calling Party
Number/Billing Number (CPN/BN) or Voice Response Unit (VRU) collected digits
to provide answering agents with an appropriate data screen.  You might also
want to originate calls to customers based on a computer-generated list of
telephone numbers and only deliver answered calls to agents.
When examining your current operations, you might want to look over your
800-service records (your long distance service provider can provide these).  If
AT&T provides your long distance service, your AT&T representative can help
you obtain and interpret this information.
It may be helpful to create a table showing possible improvements in operations.
An example follows.
Issue 4  September 1995  
1-3 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Table 1-1.  Proposed CallVisor ASAI Improvements (Example)bbbbbbbbbbbbbbbbbbbbb
Operation Proposed Change with CallVisor ASAI
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Credit Verification Use CPN/BN to automatically search for accounts.
New Accounts Save CPN/BN to analyze advertising effectiveness.
Use Dialed Number Identification Service (DNIS) to
allow agents to handle both credit extension and
verification calls. Credit Extension
Use DNIS to trigger a voice script automatically and
save VRU ports. Voice Response
Use CPN/BN to verify caller identification.
Use 90 days past due records to call customers
automatically when incoming traffic volumes are low. Collections
Have User to User Information (UUI) pass customer
information to a more lightly loaded Automatic Call
Distributor (ACD) or another DEFINITY G3 switch. Customer Service
c c c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Once you have selected areas for improvement, identify the impact these
changes will have on current operations.  Agents and personnel involved in
current operations may need additional training as a result of the impact of
CallVisor ASAI.
Your AT&T representative can work with you to define the DEFINITY CallVisor
components needed for your CallVisor ASAI application.  When you define your
CallVisor ASAI configuration, you must include:
Estimated Busy Hour Call Completions (BHCCs)
Number of agents/stations
Overall call flow/scenario1
CallVisor ASAI capabilities to be used
Proposed host computer
Selection of traditional ACD or EAS method of operation (Expert Agent
Selection involves agent skills.)
aaaaaaaaaaaaaaaaaaa
1.  Call Flow represents the percentage of total calls that receive various call treatments during the busy hour
(peak traffic  time).  For example, 10 percent of the calls are answered immediately,  and 90 percent of the calls
queue or wait for an available agent. Of the 90 percent that queue, 50 percent listen to one announcement
before being delivered to an agent, and 50 percent listen to two announcements before being delivered to an
agent. See Appendix A, ``Sample Models, and Appendix C, ``Call Center Operations Worksheet, for examples.
1-4  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Appendix A presents sample preliminary configurations to help you decide if a
DEFINITY G3i Communications System is the right system for you. Otherwise, a
DEFINITY G3r Communications System may be more appropriate for your
particular application. Your AT&T representative can provide you with additional
information on these sample configurations and contact the AT&T Technical
Response Center (TRC) for additional help.
Designate Host Computer
Environment and Application
Provider
bbbbbbbb
Using the application and configuration defined earlier, and your computing
preferences as guidelines, select the appropriate computing platform, application
provider, and configuration.  Involve your Management Information System (MIS)
person, computer platform representative, and software vendor provider at this
point. Note that the software application can be:
An existing software application that needs to be modified to work with
CallVisor ASAI
A new software application that works with CallVisor ASAI
Work with your computer platform representative to determine the specific
computer system needed to support CallVisor ASAI and your application, at the
traffic level you require. If you do not have a preferred computer platform or
software provider, your AT&T representative can provide additional options,
including AT&T computer vendor partners, Independent Software Vendors
(ISVs), Value Added Resellers (VARs), and AT&T special development
proposals.
For more information regarding AT&T computer vendor partners, see Chapter 2,
``Installation Tasks.  For a list of the CallVisor ASAI functions supported by
AT&T vendor partners, see Appendix E.
Select Project Coordinatorbbbbbbbb
After you have decided to implement a CallVisor ASAI application, assign a
project coordinator, if one has not already been selected. The project coordinator
must prepare a master plan for the design, implementation, maintenance, and
monitoring of all products involved in your CallVisor ASAI application. The project
coordinator must also prepare and review with all vendors the acceptance criteria
used for the project. These criteria should cover performance, response time,
problem detection, disaster recovery targets, and procedures.  It is
recommended that the project coordinator be familiar with DEFINITY
Communications System call flows, CallVisor ASAI capabilities, and feature
interactions.  Appendix B provides a CallVisor Needs Assessment Questionnaire
that must be completed before AT&T provides any services to you. Appendix D
provides a sample completed CallVisor Needs Assessment Questionnaire as a
reference.
Issue 4  September 1995  
1-5 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
If you do not have a project coordinator, AT&T offers, under a separate
implementation contract or service offering, Single Point of Contact (SPOC)
services for planning and installing your CallVisor ASAI application.
As part of this service, AT&T will assign a trained Project Manager to work with
you and other vendors involved in the CallVisor ASAI application to coordinate all
planning and installation aspects.  CallVisor ASAI applications often involve
coordination among five different vendors (DEFINITY Communications System,
computer, application, network services provider, and adjuncts [for example,
Voice Response Unit]).  AT&Ts knowledge of your DEFINITY Communications
Systems call handling functionality allows AT&T to effectively coordinate all
aspects of a CallVisor ASAI implementation. You can also designate your own
project coordinator and use AT&Ts consultation services for the AT&T
components of your CallVisor ASAI application.  For additional information
regarding AT&T service offerings, see Chapter 3, ``Service Offerings.
Define Detailed Configuration and
Application Analysis
bbbbbbbb
Next, a detailed configuration must be prepared. This configuration should
include the following:
Expected call traffic and busy hour call volumes
Detailed call scenarios/call flows, including:
Ð Vectors, Vector Directory Numbers (VDNs), and Automatic Call
Distribution (ACD) splits used (EAS only)
Ð Vector treatments, prompts, announcements, and routing decisions
Ð CPN/BN, DNIS, and lookahead interflow trunks
Ð Dialed digits treatment (deletion and insertion)
Ð Switch dialing plan
Ð Information passed between adjuncts on the same or different
switches using UUI
Use of BRI or Ethernet transport
Selection of traditional ACD or EAS operating environment
Number of stations or ACD agents (EAS only) and logical agents
Hardware and software requirements (for example, programming
environment, and transactions per seconds)
Network services used (for example, INFO 2, MegacomÒ800, ISDN
Primary Rate Interface [PRI])
Additional adjuncts used (for example, CMS, AUDIXÒVoice Messaging
System, and CONVERSANTÒVoice Information System)
CallVisor ASAI messages used
1-6  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Need for Answering Machine Detection for predictive outbound
applications
Need for multiple applications to monitor the same ACD splits or VDNs
Need for applications to provide digits for switch dial-ahead buffer (call
prompting) (This request can be made only when routing a call.)
Need for applications to request digit collection into the switch dial-ahead
buffer (This request can be made only when routing a call.)
International considerations.  Specifically, when ASAI is used in certain
countries, the ability to do switch-classified calls must be turned off.
MultiQuestÒFlexible Billing considerations. (See ``Planning for Flexible
Billing later in this chapter.)
The Project Manager must verify that the detailed configuration can be supported
by all the proposed components (for example, network services, switch,
computer, and application). This is an iterative process with each cycle producing
a more refined and detailed configuration.
AT&T provides consultation services for the DEFINITY CallVisor ASAI pieces of
your application. The AT&T Design Center, at 1 800 521-7872, will be able to
estimate DEFINITY Communications System and ASAI link capacities for your
particular configuration. Appendix C contains the Call Center Operations
Worksheet that must be completed by the AT&T Account Team before
contacting the AT&T Design Center.
!CAUTION:
The proposed configuration should be reviewed with extreme care to detect
any possible areas where the application may allow unauthorized transfers.
Order Componentsbbbbbbbb
After you have completed the previous step, you must order the necessary
DEFINITY Communications System and computer components. You might also
want to select a different project coordinator for the implementation part of the
project.
Issue 4  September 1995  
1-7 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Develop Implementation Plan and
Timelines
bbbbbbbb
Your project coordinator or the AT&T Project Manager (if you contract for Single
Point of Contact services) must develop an implementation plan and master
schedule to assign and track all milestones and vendor activities needed to
implement your CallVisor ASAI application.  This includes periodic checks with all
vendors to verify that the project is progressing as scheduled and to resolve any
conflicts or issues.  A detailed equipment room layout and environment
assessment (for example, power and cooling considerations) must also be
prepared at this point. The following tables provide sample worksheets to help
you plan your implementation.
Table 1-2.  Sample Implementation Worksheet
bbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
ASAI Links
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Port Station Adjunct Transport Application(s) Installation Status
Number Number Type Type* Date
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
1)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
2)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
3)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
4)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
5)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
6)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
7)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
8)
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c
c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c
c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c
c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c
c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c
c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c
c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
______________________________
*Optional Ð ASAI-BRI or ASAI-Ethernet
1-8  Issue 4  September 1995 
						

							Planning the CallVisor ASAI Configurationbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Table 1-2.  Sample Implementation Worksheet  (continued)bbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Traditional ACD Agent Configuration Table
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Agent ID Agent Extension Agent Screen ID Login ID Status
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c
c c c
c
c
c c c
c
c
c c c
c
c c c
c
c c c
c
c
c c c
c
c
c
c c c
c
c c c
c
c
c c c
c
c
c
c c c
c
c c c
c
c
c c c
c
c
c
c c c
c
c c c
c
c
c c c
c
c
c
c c c
c c c
c
c
c c c
c
c
c c c
c
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Traditional ACD VDN and ACD Split Configuration Table
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
VDN/ACD Split Number/Extension Application Description Status
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb c c c c c
c
c
c c c
c
c
c c c
c
c
c c c
c
c c c
c
c
c c c
c
c
c c
c c c
c
c c c
c
c
c c c
c
c
c c
c c c
c
c c c
c
c
c c c
c
c
c c
c c c c c
c
c
c c c
c
c
c c c
c
c
NOTE:
An ACD split or VDN may have up to 3 monitoring applications.
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Issue 4  September 1995 1-9