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ASAI and Supported Applications
Issue 7 May 1998
2-9
2. The application uses the Event Notification Request capability to monitor
all incoming calls to the ACD split associated with the VRU ports.
3. The application uses the Request Feature capability to log in, log out, and
change work modes of the VRU ports. It is recommended that
auto-available agents be used for VRUs so that this Request Feature
capability does not have to be invoked.
4. When a call enters the monitored ACD split or VDN, the ECS starts
sending Event Reports to the application about the call including the Call
Offered to Domain Event Report containing the call’s CPN/BN, II-Digits,
DNIS, and any lookahead interflow, and collected digits information
associated with the call. The adjunct can also use the ASAI-Provided Digits
feature with an adjunct route select to send dial-ahead digits. These digits
can be stored in a collect digits vector step and subsequently delivered to a
VRU using a converse vector step.
5. When a call is connected to the VRU, the application uses the VRU’s voice
processing capabilities to interact with the caller. The caller, after
interacting with the VRU (for example, listening to account balances or
transferring funds), may choose to talk to an agent.
6. The application uses Call Control Capabilities (for example, Third Party
Selective Hold, Third Party Make Call, and Third Party Merge) to transfer
the call to the agent or group of agents (ACD split) designated to handle
this type of caller.
7. When the call is delivered to an available agent, the ECS sends an Alerting
and/or Connected Event Report containing the number of the agent
handling the call. The application then delivers the assembled data screen
to the data terminal associated with the agent handling the call. Typically,
the VRU is handing this information off to a host that will be delivering the
data screen to the appropriate agent.
Adjunct Routing
The Adjunct Routing application allows the ECS to request call routing
instructions from an adjunct application.
A sample scenario for the Adjunct Routing application is as follows:
1. The customer administers a vector with an “adjunct routing” vector
command as part of the Call Vectoring feature.
2. When vector processing for an incoming call encounters the “adjunct
routing” vector command, the ECS sends a Route Request Capability
requesting a route for the call. The Route Request includes a variety of
information about the call which can be used by the application to make the
route decision.