AT&T 585-350-812 - Manual (Page 37)

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ASAI Application Planning and Design
— If the relationship between data terminals, terminal ID’s, and tele-
phones is relatively stable, administration of the host application can
maintain a fixed mapping between phones and terminals.
■ The agent screen application should be able to operate even if the VIS is
not delivering call events. If call information is not being delivered, the
appropriate person or the application itself should notify agents that there is
a problem and that they should operate in manual mode. The DEFINITY
Generic 3i continues to deliver calls to agents even if the ASAI link to the
VIS is down.
■ If your call center application involves data screen delivery for VIS-to-agent
transfers, refer to the information on planning for VIS-to-Agent Transfers in
this chapter for additional design considerations.
■ If your call center application involves data screen delivery for agent-to-
agent transfers, refer to the information on planning for Agent-to-Agent
Transfers in this chapter for additional design considerations.
■ Your application should be able to accommodate cases where there are
multiple CONNECT events received for the same call. This can occur, for
example, in cases where direct agent calling is used. A call may first ring
at the initial agent’s phone and then at the phone of a covering agent if the
call is not answered by the initial agent. In this case, two CONNECT events
are sent to a monitoring script when CONNECT events are triggered on an
ASAI alerting event report.
■ Your application should be able to accommodate cases where the con-
nected party identified in call events is not a known ACD agent. Depending
on switch administration and the design of call vectors, calls can be redi-
rected to domains (VDNs or ACD splits) other than the domain to which the
call is originally offered. If calls cover or are redirected from a live agent
split to an AUDIX split, for example, call events can identify an AUDIX
channel extension as the connected party.