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Computer-Telephone Integration Solutions
555-230-024
4-4 Issue 5 January 1998
Routing. Lets the system request routing information for a call from an
application on the computer. The application provides a route or destination for
the call on or not on the system. For example, when a call arrives, the system can
request a route for the call based on the calling-party or called-party number
information it passes to the computer. The computer can then send back an
extension to which the call can be routed.
ISDN Advice of Charge. Integrates charging information, collected during and
after outbound calls, with CTI applications. This information is useful for
managing costs. When the cost of each call is visible to the customer service
representative, the representative can work to shorten expensive calls.
Value Query. Requests information about the status or value of system objects or
parameters. For example, an application can request the time of day, the status
of call center agents and groups of agents, or information about the status of
particular stations.
Set Value. Allows an application to change the status of system objects such as
the message waiting indicator for a particular station.
Request Feature. Working with an application, can start and cancel Call
Forwarding or Send All Calls, or log call center agents in and out and change
their work modes.
Maintenance. Lets the system and computer send a message to show that the
ASAI link is operating.
With CallVisor ASAI capabilities, an inbound call center application can perform
a number of productive functions:
■ Monitor calls and report on agent/split activity.
■ Route calls based on Calling Line Identification and ACD activity such as
the number of calls in queue and available agents.
■ Prepare, deliver, and transfer the appropriate data screen to the agent
along with the voice call; and copy the screen to the supervisor’s terminal
in response to an agent’s request for help.
■ Capture the telephone number of abandoned calls for later callback.
■ Manage agent activity by automatically moving agents among splits
based on calling volumes.
CallVisor ASAI also supports preview and predictive dialing in outbound call
centers. Predictive Dialing ensures that call center agents only get answered
calls. CallVisor ASAI uses DEFINITY hardware to obtain an analysis of call events
such as whether a call has been answered or is busy.
CallVisor ASAI has a station-oriented mode of operation ideal for office
automation applications. In this mode, the computer application acts as a
surrogate end user, like a person with a telephone. The application can receive a