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 vector step for an incoming call.
version
This refers to an ASAI link; newer link versions support more features. A specific 
link version includes all the features that were included in all the previous link 
versions.
Vector Directory Number (VDN)
Vector Directory Number is a special extension number that provides access to a 
vector. 
Voice Response Unit (VRU)
A communications device that works in conjunction with DEFINITY ECS. This 
device can speak instructions. In some cases the VRU can replace humans to 
collect information from callers.
VRU 
See Voice Response Unit (VRU) 
						

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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. 
						

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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. 
Although a PC is not required (a simple data terminal is sufficient), a PC is 
often used for this type of application.
nApplications for Call Centers — these are used by agents talking to 
customers. Call Center applications handle either incoming or outgoing 
calls, or both. For example, they route incoming calls to a group of agents, 
place outgoing calls, or enhance the agent’s productivity by delivering a 
screen pop together with the voice call. This type of application does not 
require a personal computer (PC) for each agent (a simple data terminal is 
sufficient).
Screen Pop and Voice/Data Transfer 
Screen Pop and Voice/Data Transfer application can use the calling party number 
or the called party number (or any other information received with the call) to 
obtain data needed for display on the agent’s data terminal. When an agent 
conferences or transfers a call to another agent, the application can use the 
information received to automatically transfer the screen to the receiving agent.
An example of a screen Pop and Voice/Data Transfer application follows:
1. The application monitors calls arriving at the target Vector Directory 
Number (VDN) or Automatic Call Distributor (ACD). 
2. When a call reaches the monitored ACD hunt group or VDN, the server 
informs the adjunct with an event report. Information received from the 
network with the call (such as Calling Party Number, Dialed Number, 
User-to-User Information, collected digits, etc.) is also passed to the 
application in the event report.
3. The application does a database search using this information and collects 
the data which is displayed to the agent at a later time.
4. When the call is alerting an available agent, the server sends an event 
report containing the agent’s extension. The application then delivers the 
assembled data screen to the agent’s data terminal.
5. If the agent conferences or transfers the call to another agent, the server 
sends an event report indicating the new destination. The application can 
duplicate or re-create the information and display it at the new destination.
6. When someone disconnects from the call, an event report is sent so that 
the application can clear its records. 
						

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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 Number (VDN).
3. When a call arrives at the monitored VDN, the server sends an event report 
containing the digits that have been collected in the “Collect digits” vector 
command.
4. The application does a database search, based on the digits that were 
collected and obtains the data to display on the screen.
5. When the call is delivered to an available agent, the server sends an event 
report containing the agent’s extension. The application then delivers the 
assembled data to the screen associated with the agent.
Speech Processing Integration
Speech Processing Integration is possible when a Voice Response Unit (VRU) is 
used to communicate with the caller. Calls are routed to VRU ports for 
announcements and the collection of information from the caller. The VRU sends 
this information to the ASAI application. The ASAI application can use this 
information to prepare the data screen or to route the call to the appropriate 
destination.
An example of a Speech Processing Integration application follows:
1. The customer administers the VRU ports as agents (members of an 
Automatic Call Distributor (ACD) hunt group).
2. The application monitors all incoming calls to the ACD hunt group 
associated with the VRU ports.
3. The VRU login, logout and change of work modes are done by the ASAI 
application.
4. When a call arrives at the monitored ACD hunt group, the server sends 
event reports to the adjunct. These event reports contain information about 
the calling number, called number, or other information related to the call.
5. When a call is answered by the VRU, the application uses the VRU’s voice 
processing to communicate with the caller. After listening and responding 
to the VRU, the caller can choose to talk to an agent (for example, after 
listening to account balances, the caller could transfer funds).
6. The application transfers the call to the agent or ACD hunt group
 
appropriate for this type of caller. 
						

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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 Activity is an application that uses event reports to 
follow the calls arriving at Vector Directory Numbers (VDNs), ACD hunt groups, or 
individual agents. The application may use these event reports to generate ACD 
reports containing information such as:
nThe call distribution by Calling Party and Billing Number for each Dialed 
Number
nThe total number of calls that were handled by each VDN, ACD hunt group, 
and/or agent
nThe total number of calls that were dropped by the caller while in queue (in 
other words, a record is kept of the Calling Number that disconnected from 
the queue)
nTotal number of ACD, agent-to-agent, agent-to-supervisor, and personal 
calls that were placed and received by each agent
nThe average and maximum time the call stayed in queue
nThe average and maximum length of the queue 
nThe average and maximum time a call was on hold
nThe average time that each agent spent on a call
nThe total number of calls that interflowed or intraflowed
In addition, reports about each agent’s login and logout activity could be 
generated.
An example of an ACD Call Activity Monitoring application follows:
1. The application monitors the calls arriving at certain ACDs and agents.
2. The server sends event reports (for example, Call Initiated, Call Alerting, 
Call Connected, Call Transferred, or Call Dropped) to the application for 
each call.
3. The event reports allow the application to generate the ACD Call Activity 
reports that were previously described. 
						

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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 call reaches an “adjunct routing” command, the DEFINITY ECS 
sends a message to the adjunct requesting a route for the call. This 
message includes the Calling Number, the Vector Directory Number (VDN) 
reached by this call, and any other information available for this call.
3. The application selects the destination (based on the call information that 
has been passed) and sends a message to the DEFINITY ECS with the 
selected destination. The DEFINITY ECS then routes the call as indicated 
by the application.
4. The DEFINITY ECS informs the application whether the call was 
successfully sent to the destination. If it was not successfully sent, the 
reason for the failure is provided.
The Call Prompting feature can also be used to collect additional information from 
the caller before the server requests a route from the application. The application 
can use the collected digits (for example, Sales, Parts, or Service department 
selection) to select the appropriate destination for the call.
When requesting a route from an application, the server may do the following:
nPass User-to-User Information. This type of information is typically 
received from the network or stored in the call by an ASAI application. 
nInform the adjunct if Flexible Billing is available on an incoming call. This 
information could be used to route calls.
nPass Caller Information that has been provided by the network (and 
collected through a “collect digit” command) to the application.
nPass Information Identifier Digits (II-Digits) received from the network.
The server can request routing information from multiple applications at the same 
time.  This is useful when two or more adjuncts are used for load balancing or as 
a backup when another adjunct is not working.
 The first adjunct to respond 
determines the route, the others are ignored.  This feature is called Multiple 
Outstanding Route Requests.
When selecting a route, the application can:
nRequest that Dual Tone Multi Frequency (DTMF) digits are collected from 
the caller.  This feature is called “ASAI-Requested Digit Collection.” The 
digits collected in this manner are passed to the ASAI application within an 
event report.  Vector Processing is not used in this case. 
						

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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 application uses the Calling Number and any digits 
collected using the Call Prompting Feature. This allows the recording of the 
telephone number for any caller who had disconnected after waiting in queue 
(before the call was answered by an agent). The application can then call back 
when there are agents available to speak with the customer.
An example of a logging for Call Back application follows:
1. The application monitors the target Vector Directory Number (VDN) or 
Automatic Call Distributor (ACD) hunt groups. 
2. During periods of increased call activity with many queued calls, the caller 
receives an announcement with some options: to leave a phone number 
where the caller can be reached, to simply hang up (if the server already 
has the caller’s number), or wait in queue.
3. After the caller enters the telephone number for call back, the server sends 
the information to the application and disconnects the call.
4. When agents are available, the adjunct can use either a Predictive or a 
Preview Dialing application to return calls to the disconnected callers.
Automatic Reconfiguring of Agents
The Automatic Reconfiguring of Agents application uses login and logout through 
the ASAI application. Based on the call activity levels (for example, queue length, 
time in queue), the application can increase the number of agents available in 
some Automatic Call Distributor (ACD) hunt groups. This is done by logging out 
agents from ACD hunt groups that have decreased activity levels and logging 
those agents into ACD hunt groups with increased activity levels.
An example of an automatic Reconfiguring of Agents follows:
1. The application monitors the target ACD hunt groups.
2. The application tracks the number of calls in queue and the number of 
available agents for each ACD hunt group.
3. Based on thresholds built into the application (for example, the number of 
calls in queue), the application logs agents in and out of ACD hunt groups. 
						

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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 caller can enter a digit (or digit string), which is passed to 
the application. The application can interpret this as a request to disconnect the 
busy party and allow the call to return to vector processing for repeat dialing.
Outgoing Call Management
Preview Dialing
1. The agent uses a data terminal to log into the adjunct that runs the 
outgoing call management application. The application monitors the activity 
at each agent’s telephone.
2. The agent enters information indicating readiness to preview the data (at 
the data terminal). 
3. The adjunct application displays a screen of data to the agent.
4. When the agent enters information, the application uses ASAI to place an 
outgoing call from the agent’s telephone to the number shown on the data 
screen. There are two ASAI features that can be used here (see later 
sections on Third Party Auto Dial and Third Party Make Call).
5. The server sends the adjunct event reports about the call until the call 
disconnects.
Predictive Dialing
Predictive dialing uses special hardware, called a call classifier. The call classifier 
can detect ringing, voice energy, special tones, and answering machines on 
outgoing calls. Predictive dialing saves time for the agents because they do not 
have to listen to busy signals or ringing with no answer. Agents only receive calls 
that have been answered.
1. An agent uses a data terminal to log into the adjunct that is running the 
outgoing application. 
2. The application (through ASAI) places a call to the destination number. 
Typically, these numbers come from a calling list maintained for the 
outgoing telemarketing application. The application usually has a pacing 
algorithm that dials calls ahead of available agents. 
						

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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 on the 
agent’s display terminal when the call is given to that agent.
Office Automation
(Computer Telephony Integration)
Office Automation applications benefit customers by combining the features of the 
desk-top personal computer (PC) with those of the telephone:
nThe customer can view the status of the telephone or call on the PC 
screen.
nThe customer can place calls through the PC, or can transfer or put calls 
on hold, etc., through the PC.
nThe customer can enable DEFINITY ECS features for their telephone (call 
forward, call coverage, etc.) through the PC.
nThe customer is notified when a message is present (through the Message 
Waiting lamp on the telephone which can be controlled through the PC). 
Incoming Call Identification
The Incoming Call Identification (ICI) application displays the calling party name 
and telephone number on the data terminal. Based on the displayed information, 
the customer can decide what to do with the call.
An example of an incoming Call Identification application follows:
1. The application monitors the customer’s telephone.
2. When an incoming call arrives, the DEFINITY ECS sends an event report 
with the Calling Number.
3. The application searches the database (for example, a corporate directory 
or a customers’ database) of names and telephone numbers, and displays 
the calling party name and number on the data terminal.
4. Based on the information displayed at the data terminal, the customer or 
the application can answer the call or request the “Send All Calls” feature 
from either the data terminal or the telephone. The application can request 
that the call be sent somewhere else. 
						

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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 to be 
used by the application when searching for a telephone number)
nSend calls to the message desk, to coverage, or anywhere else they wish
An example of a Telephone Management and Directory Services application 
follows:
1. The application monitors the telephone.
2. A customer invokes the telephone management application on the screen 
and enters the name of the person he or she wants to call.
3.The application searches the customer’s personal directory or corporate 
directory for the telephone number associated with the called name. As 
soon as a telephone number is found, the application dials the call for the 
customer.
4. The application receives event reports for the call indicating the status of 
the call. The application displays the status of the call at the customer’s 
data terminal.
5. The customer can hold, transfer, conference, or drop the call by entering 
commands at the PC.
6. The customer can send incoming calls to the message desk, coverage, or 
anywhere else. 
Message Desk
A Message Desk application provides customers with dialing and messaging 
services. These services allow customers to take messages from callers, search 
for numbers in a directory database, and use on-screen commands to dial, 
receive, and control calls (for example, hold, transfer). In addition, the Message 
Desk application can control the state of the message waiting lamp on the 
telephone to notify customers when there is a message (voice or text) waiting.
An example of a Message Desk application is as follows:
1. The application monitors the group of telephones defined as the message 
desk (for example: a secretary or another coverage point could be the 
message desk).
2. When a call is sent to the message desk (by using Send All Calls or call 
coverage), the application receives an event report containing the original 
dialed number, the calling party number, the alerting telephone number, 
and the reason the call was sent to the message desk.