AT&T 585-350-812 - Manual (Page 25)

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ASAI Application Planning and Design
screening agent and then use this data as the basis for data screens deliv-
ered to other, specialized agents which may receive the call. The agent-to-
agent transfer can be placed to a monitored domain or to an individual sta-
tion and is monitored with a VDN or ACD type monitoring script. Note that
the call may first have been delivered to the VIS and then transferred to an
agent prior to the live agent to live agent transfer. Hence, call events
passed to the monitoring script in this scenario can contain the same infor-
mation available for the other two call flow scenarios. ASAI related infor-
mation such as ANI, DNIS, and call prompting information and VIS Data
can be present in call events. This information may be used in conjunction
with live agent entered data to provide the basis for data screens. Refer to
the information on planning for Agent-to-Agent Transfers in this chapter for
additional design considerations.
VIS-to-Agent Transfers
VIS-to-agent transfers are accomplished by using the A_Tran action within a
voice script servicing a caller. The use of A_Tran invokes ASAI Third Party Call
Control operations to transfer a call away from the T/R or LST1 channel to which
the caller is connected. The caller is transferred to the destination identified in the
Destination Number field of the A_Tran action.
The transferred call can be monitored by a monitoring script so that data screen
delivery applications can be supported for VIS-to-agent transfers. The transferred
call can be monitored in two different ways as follows:
■ The call may be transferred to a VDN or ACD split domain monitored by the
VIS with a monitoring script. Call events for the transferred call are passed
to the script monitoring the domain to which the call is transferred.
■ The call may be monitored using a CTL type monitoring script as described
Chapter 4, "ASAI Administration". In this case, the call can be transferred
to non-monitored domains and individual stations. Here, only call events for
calls transferred from the VIS to agents are passed to monitoring scripts.
Other direct calls to an ACD split, for example, are not monitored therefore
no call events for the direct calls are passed to monitoring scripts.
A combination of the above two monitoring mechanisms may be used on the
same VIS. Rules for which monitoring script receives call events when these two
mechanisms are combined is discussed in Chapter 4, "ASAI Administration".
In addition to monitoring the transferred call, the application designer has the abil-
ity to save data collected in the voice script for subsequent use in the data screen
delivery application. This is done by using the VIS Data field of A_Tran. Any data
saved in this field when the transfer is initiated from the voice script is presented in
call events passed to the monitoring script which monitors the transferred call.
The VIS Data field provides twenty characters worth of storage. Note that multiple
data items could be stored in this field. A social security number and PIN number,