Contents
Issue 1 October 1993 iii
Table of Contents i
1 ASAI Overview 1-1
■ Overview of the Adjunct/Switch
Application Interface Feature 1-1
ASAI Voice Response Applications 1-2
Routing Applications 1-4
Data Screen Delivery Applications 1-5
Advantages Using the VIS ASAI Feature 1-8
2 ASAI Application Planning and Design 2-1
■ ASAI Application Planning and Design Overview 2-1
■ ASAI Application Planning and Design 2-1
■ VIS Script Design 2-2
ASAI Voice Script Design 2-3
Routing Script Design 2-5
Monitoring Script Design 2-7
■ VIS-to-Agent Transfers 2-9
■ Agent-to-Agent Transfers 2-11
Blind Transfer 2-13
Consult Transfer 2-15
■ Host Application Planning and Design 2-18
ASAI Voice Response Application Considerations 2-19
Routing Application Considerations 2-19
Data Screen Delivery Application Considerations 2-20
■ Communications System Planning 2-22
■ Call Center Operations Planning 2-23
3 ASAI Installation 3-1
■ Installation Overview 3-1
