AT&T 585-350-812 - Manual (Page 20)

2-4
ASAI Application Planning and Design
per-call basis. The DNIS information associated with a call is used to start a spe-
cific voice script on the channel receiving the call. The A_Callinfo action can then
be used within the script to retrieve this information and use it in subsequent
Script Builder actions.
A subset of the Third Party Call Control capability of ASAI is also supported for
ASAI voice response applications. In particular, the A_Tran action uses Third
Party Call Control to transfer a call away from the T/R or LST1 channel.
The use of the A_Tran action within a voice response script invokes the Third
Party Call Control operations of third party take control, third party hold, third party
make call, and third party merge. This sequence of ASAI operations invoked with
A_Tran effects a transfer of the incoming T/R or LST1 call to the destination spec-
ified with the Destination Number field in A_Tran. Hence, the script designer is not
required to program many individual ASAI operations. The use of a single action
effects the transfer.
Standard flash transfers are still possible when the ASAI feature is used. The use
of A_Tran, however, provides three significant enhancements over existing trans-
fer mechanisms:
■ Transfers are faster, quieter (from the caller’s perspective), and more reli-
able since third party call control is used rather than the standard switch-
hook flash mechanism.
■ The transfer can be completed using direct agent calling. This is done by
setting the Destination Number field in A_Tran to the desired agent exten-
sion and by setting the Split Extension field to the ACD split logged into by
the agent. Direct agent calling allows the transfer to be completed to a spe-
cific agent while maintaining accurate ACD split measurements. The
DEFINITY Generic 3i direct agent calling feature can only be invoked via
ASAI and is therefore not possible via the standard flash transfer mecha-
nism.
■ Information captured in the voice script can be saved for subsequent use in
a data screen delivery application. Information assigned to the VIS Data
field of A_Tran is saved by the VIS even after the voice script terminates.
The VIS associates this data with the transferred call and makes this data
available in call events passed to the monitoring script which monitors the
transferred call.
The third benefit mentioned previously is very useful for data screen delivery
applications where the screens delivered to agents are based on data collected by
the VIS. Since data collected in a voice script can be saved and is included in call
events made available to the monitoring script, the host application is simpli-
fied.For instance, a CONNECT event (described later) made available to the mon-
itoring script contains both the extension of the agent receiving the transferred call
and the VIS data saved from the voice script which previously serviced the caller.