ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

							bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
   
						

							bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbb
Sample Models
A
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Appendix A provides sample models to help you design an initial CallVisor ASAI
configuration and determine if your configuration is within the DEFINITY G3i
Communications System capacity limits. Each model shows conservative Busy
Hour Call Completion (BHCC) and ACD agent values. If your configuration needs
are within the values shown below, you can use a DEFINITY G3i
Communications System for your CallVisor ASAI application.
NOTE:
AT&T measures Busy Hour Call Completions (BHCCs) instead of busy
hour call attempts.  For purposes of comparison, BHCCs are usually
multiplied by a factor of 3 or 4 to obtain a comparable busy hour call
attempts number.  In addition, the numbers provided here are extremely
conservative to ensure that any borderline situation is assessed by the
AT&T Design Center.
If your configuration is close to or exceeds the BHCC and ACD agents values
provided for each model, you should ask your AT&T representative to consult
with the AT&T Design Center to better assess the configuration and the capacity
limitations. The AT&T Design Center can then determine if a DEFINITY G3i
Communications System will be able to handle your configuration or if a
DEFINITY G3r Communications System is required.  Note that there might be
other reasons why you might need to use a DEFINITY G3r Communications
System.
These configurations are also a good start for the creation of detailed call flows.
Issue 4  September 1995  
A-1 
						

							Sample Modelsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
CallVisor ASAI Scenariosbbbbbbbb
Your AT&T representative can provide you with additional details on each of
these sample CallVisor ASAI scenarios or can contact the AT&T Technical
Response Center for additional help.
1. Simple Data Screen Delivery:
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split 100% Incoming ISDN-PRI Calls to VDN
with ASAI Event Notification On (Event Reporting)
2. Data Screen Delivery with 50 percent Direct Agent Transfers:
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split 100% Incoming ISDN-PRI Calls to VDN
with ASAI Event Notification On (Event Reporting)
50% of Calls are Transferred
to Another Agent 50% of Calls are Transferred
to Another Agent
A-2  Issue 4  September 1995 
						

							Sample Modelsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
3. CPN/BN Routing with Data Screen Delivery:
60% Route to an ACD Split40% Route to Prompting
Vector (no CPN/BN available)
and Trigger Another ASAI
Adjunct Routing Request
100% of the Calls Queue to ACD Split
50% Hear 1 Announcement
Prior to Agent Answer50% Hear 2 Announcements
Prior to Agent Answer 100% of the Calls Trigger an ASAI Adjunct Routing Request100% Incoming ISDN-PRI Calls to VDN
with ASAI Event Notification On (Event Reporting)
Issue 4  September 1995  A-3 
						

							Sample Modelsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
4. CPN/BN Routing with Data Screen Delivery, Consultation Hold, and ASAI
Agent Work Mode Control:
40% Route to Prompting
Vector (no CPN/BN available)
and Trigger Another ASAI
Adjunct Routing Request
100% of the Calls Queue to ACD Split
100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect) 100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect)50% Hear 1 Announcement
Prior to Agent Answer50% Hear 2 Announcements
Prior to Agent Answer 100% of the Calls Trigger an ASAI Adjunct Routing Request100% Incoming ISDN-PRI Calls to VDN
with ASAI Event Notification On (Event Reporting)
60% Route to an ACD Split
A-4  Issue 4  September 1995 
						

							Sample Modelsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
5. Call Prompting with ASAI Adjunct Routing (Account Code Routing):
100% of Calls Trigger 2 Value Queries to
Check Specific Agent Availability
50% Route to ACD Split via
VDN with Event Notification
On (Event Reporting) 50% Route to Specific Agent
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split
100% of the Calls Trigger an ASAI Adjunct Routing Request100% Incoming Non-ISDN Calls to Call
Prompting Vector (VDN) to Collect 16 Digits
Issue 4  September 1995  A-5 
						

							Sample Modelsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
6. Call Prompting with ASAI Adjunct Routing, Consultation Hold, and ASAI
Agent Work Mode Change:
100% of Calls Trigger 2 Value Queries to
Check Specific Agent Availability
50% Route to ACD Split via
VDN with Event Notification
On (Event Reporting) 50% Route to Specific Agent
100% of the Calls Trigger an ASAI Adjunct Routing Request100% Incoming Non-ISDN Calls to Call
Prompting Vector (VDN) to Collect 16 Digits
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split
100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect) 100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect)
100% of Calls Require Consultation
with an Another Agent/Supv.
(ASAI Hold, Make Call, Reconnect)
A-6  Issue 4  September 1995 
						

							Sample Modelsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
7. ASAI Voice Response Unit (VRU) with Data Screen Delivery:
100% of the Calls Queue to ACD Split
50% Hear 1 Announcement
Prior to Agent Answer50% Hear 2 Announcements
Prior to Agent Answer 100% Incoming Non-ISDN Calls
to VRU Ports
100% of the Calls Transfer out of VRU Port
to VDN with ASAI Event Notification On
(Event Reporting)
using ASAI (Hold, Make Call, Merge/Transfer)
8. ASAI Voice Response Unit (VRU) with Data Screen Delivery, Consultation
Hold, and ASAI Agent Work Mode Control:
50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split50% Hear 2 Announcements
Prior to Agent Answer 100% Incoming Non-ISDN Calls
to VRU Ports
100% of the Calls Transfer out of VRU Port
to VDN with ASAI Event Notification On
(Event Reporting)
using ASAI (Hold, Make Call, Merge/Transfer)
100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect) 100% of Calls Require
Consultation with Another Agent
(ASAI Hold, Make Call, Reconnect)
Issue 4  September 1995  A-7 
						

							Sample Modelsbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
9. ASAI Voice Response Unit (VRU) with Data Screen Delivery, Adjunct
Routing, and Call Prompting:
50% Route to
Specific Agent50% Route to ACD
Split via VDN and Queue60% Transfer out of VRU
to VDN with ASAI Event
Notification On
(Event Reporting)
100% of the Calls Trigger an
ASAI Adjunct Routing Request 100% Incoming Non-ISDN Calls to Call
Prompting Vector (VDN) to Collect 16 Digits
50% Hear 2 Announcements
Prior to Agent Answer 50% Hear 1 Announcement
Prior to Agent Answer100% of the Calls Queue to ACD Split
30% of Calls Trigger
2 Value Queries to
Check Specific Agent Availability70% of Calls Routed 
to VRU
A-8  Issue 4  September 1995 
						

							bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
bbbbb
Needs Assessment Questionnaire
B
bbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
CallVisor ASAI Needs Assessment
Questionnaire
bbbbbbbbbbbbbbb
To AT&T Account Teams:
Use this questionnaire to gather preliminary information about customers who
may be considering the purchase of a switch-to-host application for a DEFINITY
Communications System.  This questionnaire is part of an information package
to be forwarded to the AT&T Design Center and used as a basis for the
preliminary system design.  If you have any questions, please
contact aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa.
Submitted by:
Date submitted __________________ Prepared by________________________
Position __________________________________________________________
Phone________________ FAX________________ATTMail Address__________
Issue 4  September 1995  
B-1