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ASAI Overview
Figure 1-3. Data Screen Delivery Applications gateway.pic
Note that the delivery of data screens is not a function of the VIS itself. A special
host application is developed by your company or a third party to perform this
function. The VIS acts as a communications gateway between the DEFINITY
Generic 3i and the host computer. A monitoring application on the VIS provides
the ability to track the status of calls on the DEFINITY Generic 3i. This monitoring
application receives information about calls delivered to live agents and forwards
this information to the host application. The host application in turn uses this infor-
mation to deliver a data screen to the agent receiving the call.
The information made available to the host includes which agent receives a partic-
ular call and the ASAI information associated with the call such as ANI, DNIS, and
any DEFINITY Generic 3i call prompting information collected from the caller. In
addition, the call may have been serviced by a VIS voice script and then trans-
ferred to a live agent. In this case, information collected in the voice script can be
saved and then passed to the host at the time the call is delivered to the agent.
Monitoring applications on the VIS can therefore be used to support data screen
delivery for three different call flow scenarios as described below:
■ VIS-to-Agent Transfers — In this call flow scenario, calls are initially deliv-
ered to the VIS and then transferred from the VIS to a live agent. Data
screens delivered to agents in this scenario can be based on information
collected in a voice script in addition to ASAI information such as ANI,
DNIS, and call prompting information collected by the DEFINITY Generic
3i.