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ASAI and Supported Applications
Issue 7 May 1998
2-3
Sample Applications
The sample applications in the following section provide a practical, “real world”
illustration of ASAI capabilities.
NOTE:
The applications described in this section are not restricted to any particular
configuration described in this section, nor are they mutually exclusive. Any
configuration and group of applications can be used simultaneously. The
ECS does not restrict any mix of applications, except as dictated by capacity
and performance constraints. For information on ASAI capacity limits, see
Appendix B, ‘‘ASAI and Release 6 Requirements.’’
In addition, the ASAI interface provided by the ECS is not the only system
component that might be needed to provide these applications. For
example, additional hardware (computer data terminals, voice response
units, call classifier boards) and/or software (application interface, call
vectoring) might be needed. The ASAI interface only provides the
communication link to access the ECS services that make these
applications possible.
Outbound Call Management
A good example of Outbound Call Management (OCM) is an Outbound
Telephone Support Center Application. An Outbound Telephone Support Center
Application automatically generates outbound calls that are to be handled by a
specified user community (agent pool).
Outbound applications fall into two categories:
Preview Dialing — The agent or user previews a screen of data pertaining to the
call and enters information into the system when ready to make the call. Preview
dialing allows an agent or user to control when the outbound call is started,
enabling the user to prepare for a conversation with the called party.
Predictive Dialing — The adjunct application makes more outbound calls than
there are agents. Statistically, a certain number of calls will go unanswered, will be
busy, will go to intercept, or will be answered by an answering machine, etc. The
system connects agents only with answered calls. With the answering machine
detection option, the system can be set up to connect agents only when a call is
answered by a person rather than an answering machine. Predictive dialing
makes more efficient use of an agent pool by eliminating dialing time, listening to
ringing, etc.
The following sample scenarios illustrate the operation of Preview Dialing and
Predictive Dialing.