Lucent Technologies DEFINITY Enterprise Communications Server CallVisor ASAI Overview Manual

							Planning for ASAI Applications
Issue 1  November 1996
45
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 Lucent Technologies representative can work with you to define the 
DEFINITY ECS CallVisor components needed for your application. The 
computing platform, application provider and configuration must next be selected. 
If you do not have a preferred computer platform or software provider, your Lucent 
Technologies representative can provide additional options. 
A Project Coordinator is then selected to prepare the master plan for the design, 
implementation, maintenance and monitoring of all products involved in your 
application. Lucent Technologies also offers (under a separate contact) a service 
for planning and installation of CallVisor ASAI applications. 
Next, a detailed configuration is prepared. The Project Manager verifies that the 
detailed configuration can be supported by all the proposed components. Lucent 
Technologies provides consultation services for ASAI applications. 
The ordering of components takes place next. At this point, you should consider 
purchasing one of the Lucent Technologies service offerings as part of the 
ongoing maintenance of your ASAI application. This is particularly recommended 
if you plan on using multiple software applications, multiple ASAI links, if you plan 
to integrate your application with Voice Response Units (VRUs) or other network 
features.
The ASAI application should be installed and tested before putting the ASAI 
application in service. It is recommended that the ASAI application be put into 
service gradually so that the features can be tested on a limited basis.
Maintenance Support Services are available from Lucent Technologies on an 
on-going basis.
Hardware Installation Needs
The hardware needed depends on the link type and other specific application 
needs. The two possible link types are listed next:
Integrated Services Digital Network-Basic Rate 
Interface (ISDN-BRI)
Install the following hardware in the DEFINITY ECS cabinet for the connections 
that use ISDN-BRI:
1. The circuit pack for ISDN-BRI 
2. The circuit card for the packet controller 
3. The circuit card for packet maintenance. 
						

							Overview of CallVisor ASAI
46Issue 1  November 1996 
NOTE:
The adjunct also requires an ISDN-BRI board. 
DEFINITY LAN Gateway
Install the following hardware for the DEFINITY LAN Gateway:
1. The multi-function board
2. The Ethernet alarm board
3. The spacer board
The three boards that comprise the DEFINITY LAN Gateway assembly include a 
processor, hard disk, tape unit, Ethernet and the serial ports. This assembly 
requires five contiguous slots in the DEFINITY ECS carrier.
The hardware for standard LAN connectivity is required for the adjunct.
Software Installation Needs
The software for CallVisor ASAI is optional and must be purchased to enable the 
link to work. Once the ASAI software is enabled, the ASAI features can be 
individually configured. The following are the features and options that can be 
configured:
nCall Control
nAdjunct Routing
nDomain Control
nEvent Notification
nRequest Feature
nSet Value
nAnswering Machine Detection
nSelective Listening
nServer-classified Outgoing Calls
nCall Classification after Answer Supervision
ASAI Administration
Each ASAI link (up to eight per system) can be configured, using either ISDN-BRI 
or Ethernet as the link. The options for each link depend on the other end the link 
is connecting to.
In addition to administering the ASAI link, other administration could be necessary 
for some DEFINITY ECS features. This additional administration depends on the  
						

							Planning for ASAI Applications
Issue 1  November 1996
47
specific application. For example, Call Vectoring must be administered as an 
option before using the ASAI feature, Adjunct Routing.
ASAI Link Testing
Test the ASAI link by using standard DEFINITY ECS commands; for example, 
“Status Station,” “Status bri-port” or “Test Port.” 
						

							Overview of CallVisor ASAI
48Issue 1  November 1996 
Service Offerings
Lucent Technologies offers the following installation and maintenance services:
Basic Installation
Specialized and experienced people are available to ensure that CallVisor ASAI is 
correctly installed, administered, connected to the adjunct and tested.
Consultation Services
Technical expertise is available to help you with the following activities:
nidentify the project objectives
nidentify the call center applications
nidentify the call examples and review them with the application vendor
nfinalize and document the call examples
nintegrate the call flows with the server configuration
ndevelop the Busy Hour Call Completion specifications and the ASAI link 
capacity
ndevelop and configure the DEFINITY ECS configuration
nfinalize and document the ASAI application
nprovide recommendations about the best way to achieve a business goal 
through the use of ASAI
Single Point of Contact
Lucent Technologies can serve as your single point of contact during the 
installation and implementation of all components of an ASAI application. In 
addition, Lucent Technologies can act as your agent in solving problems after 
your application is placed in service.  
						

							Business Partners of Lucent Technologies
Issue 1  November 1996
49
Business Partners of Lucent 
Technologies
The following business partners have signed development agreements with 
Lucent Technologies to share information about each other’s products and to 
establish working relationships among companies. 
NOTE:
This list of business partners is up-to-date at the time of this document’s 
publication. However, the number of business partners could increase in the 
future. For a current list and more detailed information, contact your Lucent 
Technologies representative. 
nDialogic CT-Connect™ 
nInternational Business Machines (IBM) 
nHewlett-Packard (HP)
nAristacom
nNCR
nStratus 
nTandem 
nNovell (PassageWay™ Telephony Services) 
NOTE:
This product is known as NetWare® Telephony Services if sold by Novell 
instead of Lucent. 
nElectronic Information Systems (EIS)  
						

							Overview of CallVisor ASAI
50Issue 1  November 1996 
CallVisor PC
One of the ways that applications can be written to make use of ASAI’s features is 
through the CallVisor PC Application Programming Interface (API). This is 
available from Lucent Technologies in the form of a C-language kit called the 
Software Developers Kit. This kit is installed on the PC or adjunct. This library 
offers a programming interface which maps each ASAI message into a specific 
function call for the application. There are also other application development 
options (see the section on Business Partners). Many independent software 
vendors offer applications for call centers and Computer Telephony Integration 
(CTI) that are based on the CallVisor PC and Passageway application processor 
interfaces. Consult your Lucent Technologies representative for further 
information.
CVLAN
CVLAN software runs on the CallVisor PC Applications Programming Interface 
(API) in a client-server environment. The standard CallVisor PC software runs on 
the 
same personal computer (PC) as the application; however, CVLAN can reside 
on the same PC as the application or it can reside on a different PC from the 
application. In order to run CVLAN, you must install the CVLAN server software 
as well as the CVLAN client software. The client will communicate with the server 
through Transfer Control Protocol (TCP) connections. For more information on 
CVLAN, see the 
DEFINITY Enterprise Communications Server CallVisor PC 
ASAI Installation and Reference
.
PassageWay Telephony Services
PassageWay Telephony Services is a product offered by Lucent Technologies. It 
provides a standard Telephony Service API (TSAPI) interface for writing 
applications. TSAPI supports the same features as the API for the CallVisor PC. It 
is compatible with standards of the European Computer Manufacturer’s 
Association (ECMA). It works in a client-server environment. In addition, the 
Passageway Telephony Services software can be configured to interface to 
servers other than DEFINITY ECS. For more information, see the 
Passageway® 
Telephony Services for Windows NT Release 2.22 Network Manager’s Guide
, 
555-201-506. 
						

							Issue 1   November 1996IN-1 
INIndex
A
ACD Agent Login Query, 34
ACD Agent Status Query, 34
ACD Call Activity
monitoring, 19
ACD Hunt Group Status Query, 35
Adjunct Routing application, 20
Adjunct Routing feature
Route End, 33
Route Request, 32
Route Select, 32
Administration
for ASAI, 46
for ASAI links, 43
Agent Login, 33
Agent Logout, 33
Agent Work Modes
changing, 33
Agents
adding for queued calls, 21
automatically reconfiguring, 21
Alarms
resume, 37
suspend, 37
Alerting Event Report, 40
Answered Event Report, 40
Answering machine detection, 23
Applications
Adjunct Routing, 20
Automatic Reconfiguring of Agents, 21
Computer Telephony Integration, 23
for call centers, 17
for desk-top, 17
Incoming Call Management, 19
Logging for Call Back, 21
Message Desk, 24
Monitoring ACD Call Activity, 19
Office Automation, 23
Outgoing Call Management, 22
Phone Management and Directory Services, 24
Predictive Dialing, 22
Preview Dialing, 22
screen pop and voice/data transfer, 17
Screen Pop with Call Prompting, 18
Sequence Dialing using ASAI, 22
Speech Processing Integration, 18
ASAI
basic installation, 48
ASAI links
administration, 43
Automatic Call Distribution
monitoring call activity, 19
Automatic reconfiguring
of agents, 21
B
Billing Rate
set, 36
Business applications, 44
Business partners
of Lucent Technologies, 49
Busy or Unavailable Event Report, 40
C
Call center applications, 17
Call classifier, 22
Call Classifier Status Query, 35
Call Conferenced Event Report, 40
Call Control feature
Redirect Call, 29
Third Party Call Ended, 29
Third Party Clear Call, 29
Third Party Make Call, 28
Third Party Merge, 29
Third Party Reconnect, 28
Third Party Relinquish Control, 29
Third Party Selective Drop, 29
Third Party Selective Hold, 28
Third Party Selective Listening, 29
Third Party Send DTMF Signals, 29
Third Party Take Control, 28
Call Ended Event Report, 40
Call Forwarding, 33
Call Information Query, 35
Call Initiated Event Report, 40
Call Offered to Domain Event Report, 40
Call Originated Event Report, 40
Call Redirected Event Report, 40
Call Transferred Event Report, 41
Call vectoring, 20
Called party number, 17
Calls
conferencing, 29
direct agent, 28
outgoing, 22
server classified, 28
supervisor assist, 28
transferring, 29
user classified, 28
CallVisor ASAI
planning, 44
CallVisor PC, 50
Change Agent Work Modes, 33
Conference call, 29
Connected Event Report, 41 
						

							Index
IN-2Issue 1   November 1996
Consultation services, 48
Cut-Through Event Report, 41
CVLAN, 50
D
Date and Time Query, 35
DEFINITY ECS
documents, vi
DEFINITY LAN Gateway
hardware, 46
Desk-top applications, 17
Direct agent calls, 28
Directory Services, 24
Disconnect/Drop Event Report, 41
Documents
related, vi
Domain Control feature
Third Party Answer, 31
Third Party Auto Dial, 31
Third Party Domain Control Ended, 31
Third Party Domain Control Request, 30
Third Party Relinquish Control, 31
Domain Event Reports, 38
E
Entered Digits Event Report, 41
Event Notification Cancel, 32
Event Notification Ended, 32
Event Notification feature
Event Notification Request, 31
Event Notification Request, 31
Event Report
Alerting, 40
Answered, 40
Busy or Unavailable, 40
Call Conferenced, 40
Call Ended, 40
Call Initiated, 40
Call Offered to Domain, 40
Call Originated, 40
Call Redirected, 40
Call Transferred, 41
Connected, 41
Cut-Through, 41
Disconnect or Drop, 41
Entered Digits, 41
Login, 41
Logout, 41
Queued, 41
Reconnected, 41
Reorder or Denial, 42
Trunk Seized, 42Event Reports
Hold, 41
Event reports, 37
for ACD Hunt Group, 39
for calls, 37
for telephones, 38
Notification, 39
Extension Query, 35
F
Features
Adjunct Routing, 32
Call Control, 27
Domain Control, 30
Maintenance, 36
Notification, 31
Set Value, 36
Value Query, 34
H
Hardware
for DEFINITY LAN Gateway, 46
for ISDN-BRI, 45
needed for ASAI, 45
Heartbeat, 37
Hold Event Report, 41
I
Incoming Call Identification, 23
Incoming Call Management, 19
Installation
basic, 48
Integrated Directory Database Query, 35
ISDN-BRI
hardware, 45
L
Link
Restart, 37
testing, 47
versions, 43
Link configurations, 26
Links
administering for ASAI, 46
ASAI, 43
Logging for Call Back, 21 
						

							Index
Issue 1   November 1996IN-3 
Login Event Report, 41
Logout Event Report, 41
Lucent Technologies
business partners, 49
contacting, 48
service offerings, 48
M
Maintenance feature
Heartbeat, 37
Restart, 37
Resume Alarms, 37
Suspend Alarms, 37
Message Desk, 24
and voice mailboxes, 25
Message Waiting Lamp, 36
controlling, 23
Message waiting lamp
controlling, 24
N
Notification, 31
Notification Event Reports, 39
Notification feature
Event Notification Cancel, 32
Event Notification Ended, 32
Event Notification Request, 31
Stop Call Notification, 32
O
Office Automation, 23
Outgoing Call Management
Predictive Dialing, 22
Preview Dialing, 22
Outgoing calls
placing, 22
P
Party ID Query, 35
PassageWay Telephony Server, 50
Phone Management
and directory services, 24
Planning
for ASAI, 44
Predictive dialing, 22
Preview dialing, 22Publications catalog, vii
Publications Center, vii
Q
Query
ACD Agent Login, 34
ACD Agent Status Query, 34
ACD Hunt Group Status, 35
Call Classifier Status, 35
Call Information, 35
Date and Time, 35
Extension, 35
Integrated Directory Database, 35
Integrated Directory Database Query, 35
Party ID, 35
Station Feature, 35
Station Status, 36
Trunk Group Status, 36
Queued Event Report, 41
R
Reconnected Event Report, 41
Redirect calls
for calls, 29
Reorder/Denial Event Report, 42
Request Feature, 33
Agent Login, 33
Agent Logout, 33
Call Forwarding, 33
Change Agent Work Modes, 33
Send All Calls, 34
Route End, 33
Route Request, 32
Route Select, 32
S
Screen pop
and voice data transfer, 17
with call prompting, 18
Send All Calls, 34
Sequence dialing
using ASAI, 22
Server classified calls, 28
Service offerings, 48
Services
consultation, 48
Set Value
Billing Rate, 36
Message Waiting Lamp, 36 
						

							Index
IN-4Issue 1   November 1996
Single point of contact, 48
Software
for ASAI, 46
Speech processing, 18
Station Feature Query, 35
Call Forwarding, 35
Message Waiting Lamp, 35
Send All Calls, 36
Station Status Query, 36
Stop Call Notification, 32
Supervisor assist calls, 28
T
Terms, 2
Testing
ASAI links, 47
Third Party Answer
for domain, 31
Third Party Auto Dial
for domain, 31
Third Party Call Ended
for calls, 29
Third Party Clear Call
for calls, 29
Third Party Domain Control Ended, 31
Third Party Make Call
for calls, 28
Third Party Merge
for calls, 29
Third Party Reconnect
for calls, 28
Third Party Relinquish Control
for calls, 29
for domain, 31
Third Party Selective Drop
for calls, 29
Third Party Selective Hold
for calls, 28
Third Party Selective Listening
for calls, 29
Third Party Send DTMF Signals
for calls, 29
Third Party Take Control
for calls, 28
Touch tone detector
for collecting digits, 22
Transfer a call, 29
Trunk Group Status Query, 36
Trunk Seized Event Report, 42
U
User classified calls, 28
V
Value Query
ACD Agent Login, 34
ACD Agent Status, 34
ACD Hunt Group Status, 35
Agent Status, 34
Call Classifier, 35
Call Classifier Status, 35
Call Information, 35
Date and Time, 35
Extension, 35
Integrated Directory Database, 35
Party ID, 35
Station Feature, 35
Value Query feature, 34
Versions
for ASAI links, 43
Voice Response Unit, 18