Lucent Technologies DEFINITY Enterprise Communications Server CallVisor ASAI Overview Manual

Terms used in this Document
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TSAPI
See Telephony Server Applications Program Interface (TSAPI).
User-to-User Information (UUI)
The Integrated Services Digital Network (ISDN) information that is used to carry 
customer-specific data between devices or applications.
UUI
See User-to-User Information (UUI).
VDN
See Vector Directory Number (VDN).
vector
A DEFINITY ECS program that describes how a call should be handled. A vector 
has one or more vector steps.
vector command
A single...

Overview of CallVisor ASAI
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work modes
These are the various states that an agent in an Automatic Call Distributor (ACD) 
can enter after logging into an ACD hunt group. The following are work modes: 
when agents are ready to take ACD calls, when agents are not taking ACD calls 
but are working on ACD-related tasks, and when agents are not taking ACD calls 
because they are at lunch or on a coffee break. 

CallVisor ASAI Applications
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CallVisor ASAI Applications
The following are examples of the types of applications that are possible using 
CallVisor ASAI. This is not a complete list, but only examples of possibilities. Two 
types of applications are described: 
nDesk-top applications — these are used by individual people in an office. 
Typically, desk-top applications integrate the personal computer (PC) with 
the telephone and allow a worker to control the telephone from the PC....

Overview of CallVisor ASAI
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Screen Pop with Call Prompting
The application can use the Call Prompting feature to obtain additional 
information (for example, account number) from the caller. This information can 
be used to display the correct screen pop.
An example of a Screen Pop with Call Prompting application follows:
1.The customer administers a vector with a “collect digits” command as part 
of the Call Prompting feature.
2. The application monitors the Vector Directory...

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7. When an available agent is selected, the server sends an event report 
containing the agent’s extension to the application. The application then 
delivers the assembled data to the screen associated with the agent. 
Typically, the VRU sends the information to the adjunct through the server 
or by using the local area network (LAN).
Incoming Call Management 
Monitoring of Automatic Call Distributor (ACD) 
Call Activity 
The Monitoring of ACD Call...

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Adjunct Routing
The Adjunct Routing application helps the DEFINITY ECS route calls to the 
proper destination. This is useful when the rules for routing the call change 
frequently (it is much easier to change the information on an adjunct than to 
change it on the DEFINITY ECS).
An example of an Adjunct Routing application follows:
1. The customer administers a vector with an “adjunct routing” command (part 
of the Call Vectoring feature).
2. When a...

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nPass digits to the server. These digits can then be passed by the server to 
another application. This feature is called “ASAI-Provided Digits” and is 
useful when two or more applications need to share information about a 
call.
Digits collected through ASAI-Requested Digit Collection or passed directly by the 
application using the ASAI-Provided Digits feature can be used later by vector 
processing.
Logging for Call Back
The Logging for Call Back...

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Sequence Dialing using ASAI
Sequence dialing can be done by using the “ASAI-Requested Digit Collection” 
feature. [This is a combination of ASAI and Return Destination for Vector 
Directory Number (VDN).] In this application, the call is routed by ASAI adjunct 
routing. The application requests digit collection, and the server inserts a touch 
tone detector to collect digits. When the call is routed to a number that is busy (or 
does not answer), the...

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3. When the call classifier detects an answer or an answering machine, the 
server’s Automatic Call Distributor (ACD) software distributes the call to an 
available agent or queues the call if no agent is available. The server 
software can be configured to disconnect calls if an answering machine is 
detected.
4. The server provides the application with event reports for calls that reach 
an ACD. The application also can display related information...

Overview of CallVisor ASAI
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Telephone Management and Directory Services
A Telephone Management and Directory Services application allows customers to 
do the following by using their data terminal [personal computer (PC)]:
nDial, answer, and control calls at their telephone by using hold, transfer, 
reconnect, answer, conference, and drop 
nDial a call by using the called party name (instead of the number) 
nCreate a personal directory list (the customer can define any directory...