AT&T 585-350-812 - Manual (Page 35)

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ASAI Application Planning and Design
■ You may want to write an ANI learning module to automatically associate
new ANI information with existing customer records. Agents and voice
response scripts can verify ANI information passed by the DEFINITY
Generic 3i to the VIS.
■ You should allow for situations where a single ANI is associated with multi-
ple calling customers. More than one customer, for example, can call from
the same PBX. Examples of how to handle such situations include bringing
up a menu from which the agent can choose the appropriate customer and
switching to traditional methods for bringing up customer data.
ASAI Voice Response Application
Considerations
■ Voice response applications can make use of direct agent calling. Calls
can be transferred to specific agents within ACD splits after being serviced
by a voice response script. In this case, your database must maintain the
ACD split extensions that agents are logged into as well as the extensions
for the agents themselves.
■ If your voice response applications involves transfers to live agents, refer to
the information on planning for VIS-to-Agent Transfers in this chapter for
additional design considerations.
Routing Application Considerations
■ Unlike data screen delivery applications, routing applications make use of
the host application in an “inquiry/response” fashion. This implies that the
addition of a VIS ASAI routing application to your call center may have little
or no impact on the high-level operation of the application. The most signif-
icant change to the host application will likely be the information stored in
the database. Information as to how calls should be routed must be added
to the database if it is not already present. An example is ANI-to-agent
and/or ACD split mappings. If feasible, consider using a local VIS data-
base to store routing information.
■ Routing applications can make use of direct agent calling. Calls can be
routed to specific agents within ACD splits. In this case, your database
must maintain the ACD split extensions that agents are logged into as well
as the extensions for the agents themselves.