ATT DEFINITY Communications System CallVisor ASAI Instructions Manual

							CONVERSANT/CallVisor ASAI Sample Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
CONVERSANT/ASAI Background Questionnaire
To AT&T Account Teams:
Use this questionnaire to gather information about customers who may be considering the purchase
of a CONVERSANT/ASAI system for use with a DEFINITY Generic 3 Communications System.  It
is part of a package of information 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
.
Submitted by:
Date submitted
Prepared by
Position
Phone
FAX
ATTMail Address
Project Team Information
Customer Project Team
Corporate Name Diversified Office Products Corporation
Address 111 Stapler Road
City ChicagoState IL.Zip Code 55521
Phone (444) 571-1000FAX (444) 571-1008
Project Manager Kim Stern
Official Title Project ManagerPhone (444) 571-1516
Call Center Manager (End User) Frank Johnson
Official Title Director - Call Center OperationsPhone (444) 571-1563
Telecommunications Manager Dennis Moon
Official Title Director - Telecommunications ServicesPhone (444) 571-1482
Data Processing Manager Bob Able
Official Title Director - Information ServicesPhone (444) 571-1563
Other Key Customer Project Team Members:
Name Title Phone
Bob Jones Telecommunications Analyst (444) 571-1417
Carol Smith Information Services Analyst (444) 571-1577
Deb Davis Call Center Supervisor (444) 571-1318
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AT&T Account Team Information
Account Executive Tim Conner
Address 5543 Corporate Road
City ChicagoState ILZip Code 98765
Phone (333) 555-1212FAX (333) 555-1210ATTMail Address tconway
System Consultant Red AdairBranch Code
Phone (333) 555-3232FAXATTMail Address oilfire
Sales Overlay Specialist John Cray
Phone (333) 555-999FAX (333) 555-9905ATTMail Address jcray
Network Technical Center Contact Brian Millham
Branch Manager
City ChicagoState ILZip Code 98765
Phone (333) 555-3851FAX (333) 555-3800ATTMail Address vroom
Issue 4  September 1995  D-3 
						

							CONVERSANT/CallVisor ASAI Sample Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Call Center Overview
1Describe the call center environment.  (Include a general overview of the business goals of the
company and the role the call center will play in meeting these goals.
)
Diversified Office Products Corporation is dedicated to providing quality products and
services throughout the midwest business community.  They expect to gain an additional
7% market share in office furniture, 3% in office supplies, and 9% in office machine
repair over the next 2 years.  At the same time, they will also be implementing
procedures to reduce accounts receivable by 15%.
Diversified expects that their call center will be the most important contributor toward 
achieving these goals by increasing selective customer contact.  Enhancing customer 
services in direct sales and collections will go a long way to improve customer 
perceptions of Diversifieds ability to provide quality products and professional services.
2Explain why the customer is considering a CONVERSANT/ASAI system.  (
Include a description of
enhancements that CONVERSANT/ASAI can bring to their call center, such as CPN/BN routing and
data screen delivery.  Also describe any cost-benefits the customer hopes to derive from
the system
.)
Diversified expects that with the ability to perform data screen delivery and agent
selection based on CPN/BN, quality customer contacts will increase by 50%.  The use of a
host database will also enable them to monitor and control agent activity more
efficiently, while at the same time improving performance.
It is also expected that the CONVERSANT/ASAI system will significantly increase agent
effectiveness, improving sales and services without expanding the support staff.
D-4  Issue 4  September 1995 
						

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Computing Environment
1Has the data processing department been involved in planning for the CONVERSANT/ASAI system?
Yes
XX
No
If yes, describe key individuals and their involvement to date.
Preliminary discussions have centered on application requirements,
anticipated transaction volumes, and effect on existing environment.
2Has the host computer system been selected?  Check one.
Yes
XX
No
3If yes, specify the following:
Vendor
IBM
Model
3090
Operating System
MVS
Ready date
Telecommunications management software to be used: (e.g., CICS, IMS)CICS
Sales contract for vendor:
Name
TitlePhone
4If no, specify the following:
Who has responsibility for making the decision?
Where in the decision-making cycle are they?
Anticipated decision date?
List all host computer systems under consideration.
5Is the customer working with a third-party vendor for assistance with system integration?
Yes
XX
No
If yes, please provide the following contact information:
Company Name
GoFast Computer Services
Primary Contact
John Barry TitleAccount Executive
Phone
(201) 532-1269 FAX(201) 532-1250
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6Describe the host system configuration. (Provide a written description of the host computing
system, including such considerations as front-end processing, local area networking, and/or a
database back end.  Include the geographic location of each component in the system.)
One centralized host system located in Chicago configured as follows:
4705 front end processor
SDLC
IBM 3090 mainframe
CICS Telecommunications
DBase Database package
Token Ring LAN
PS-2 Workstations
7Block Diagram 
(In the space provided below, draw a functional block diagram of the computing
environment being planned.)
FRONT END
PROCESSOR
FRONT END
PROCESSORCONVERSANT
ASAI
PS-2
DEFINITY
G3
BRI
LINKSDLC
AGENT
POSITIONSTOKEN
RING
IBM 3090
CICS
DBASE DATABASE
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							CONVERSANT/CallVisor ASAI Sample Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
8UNIX Experience
Check the item that best describes the customers proficiency with UNIX.
BeginnerSome experience XXExpert
Do they have an experienced UNIX system administrator?
Yes XXNo
If no, is the customer willing to send a representative to a UNIX administrators course?
YesNo
Issue 4  September 1995  D-7 
						

							CONVERSANT/CallVisor ASAI Sample Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Software Development
1Call Center Application Software
Will the call center application software be:
New?
XX
A modification of an existing application?
Who will develop or provide the call center application software?
Primary contact Position
Carol SmithAnalyst
Company Phone
Diversified201 571-1577
City State Zip Code
NewarkNJ
2Interface Software Development (host API and protocol stack)
Who will develop or provide the interface software for the host?
Primary contact Position
Will BooneAnalyst
Company Phone
GoFast Computer Svcs201 532-1269
City State Zip Code
NewarkNJ
3Is any software development now underway?
Yes
No
XX
If yes, please explain the current status of the development effort.
Feasibility study is being conducted by Diversified Project Management to ensure proposed
project is realistic and realizable given the time and budget constraints.
4Have any schedules been discussed for software development?
Yes
No
XX
If yes, please state the schedules that have been discussed.
Preliminary schedules are as follows:
Feasibility Study complete: July 15, 1992
Requirements Analysis complete: 4 weeks
Preliminary Design: 8 weeks
Detail Design: 8 weeks
Code and Test: 12 weeks
System Integration and Test: 4 weeks
5Additional software development comments:
GoFasts API/protocol stack documentation is being reviewed by the Information Services
group to gain understanding and identify any imposed restrictions or constraints.
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							CONVERSANT/CallVisor ASAI Sample Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
Communications System Requirements
1Is the DEFINITY G3 Communications System being used with the CONVERSANT/ASAI system:
A new G3 communications system? XX
An existing communications system? XX
2Will more than one communications system be used for CONVERSANT/ASAI applications?
Yes
XX
No
If yes, describe the locations and how they will be used.
Call center production will upgrade the existing G1 located at Diversifieds headquarters
in Chicago. A second G3 will be purchased for backup purposes as well as call 
center application development and test.
3For existing communications systems:
When will a one-week traffic study be completed on the communications system?
June 28, 1992
If you know the following, please fill it in.
What is the current number of port networks/modules?
2
What is the current processor occupancy?
36%
Describe how the existing communications system will change with CONVERSANT/ASAI.
Processor occupancy will increase to approximately 70% within 6 months of
CONVERSANT/ASAI implementation.
4For a new G3 communications system:
When will a DOSS configuration be done for the new communications system?
July 25, 1992
If you know the following, please fill it in.
What is the anticipated number of port networks?
2
20% What is the anticipated processor occupancy?
5Check all additional applications planned for the communications system. (ASAI and Call Vectoring
are required. Either CMS or BCMS is strongly recommended. The others should be used based on the
individual requirements of the call center.)
ASAI (required) XX
Call Vectoring (required) XX
Call Management System (CMS)/Basic Call Management System (BCMS) XX
G3 Management Application XX
AUDIX/AUDIX Voice PowerÔ XX
Call Prompting
PNA XX Other
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							CONVERSANT/CallVisor ASAI Sample Needs Assessment Questionnairebbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbbb
6List any additional software packages that will run on the communications system.
7Will any private networking configurations be used (e.g., ETN, DCS)? Explain.
8Are there any dialing constraints on the communications system (e.g., 4 or 5 digits)? Explain.
5 digit dial plan currently exists
9Will more than one communications system be used?
Yes
No XX
If yes, specify the following:
How many communications systems will be used? Explain the configuration.
Will look-ahead interflow be used?
10Block Diagram (In the space provided below, draw a functional block diagram of the communi-
cations system environment being planned. Include all G3s, CONVERSANTs, and CMSs.)
TO HOST
BRI LINK
AGENT POSITIONS
CONVERSANT
ASAI
DEFINITY
G3AT&T
NETWORK
PRI WITH
INFO-2 MEGACOM
800
CMS
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Network Interface Requirements
1Check those services the customer is planning on using in the call center.
Calling Party Number/Billing Number (CPN/BN)
XX
XX Dialed Number Identification Service (DNIS)
2Specify the long distance network the customer is planning to use.
AT&T Megacom, Megacom 800 with ISDN
3For AT&T network customers using CPN/BN:
Has the customer subscribed to the following:
Megacom 800?
INFO-2 with PRI?
Software Defined Network (SDN)
If no, specify when the customer plans to subscribe to these services.
Megacom, Megacom 800 with INFO-2/PRI will be included in the proposal.  The customer is
aware that these are requirements for the delivery of CPN/BN.
4For non-AT&T long distance network users:
List and describe each of the network features they will have.
Issue 4  September 1995  D-11