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CallVisor Adjunct Switch Application Interface
Issue 5 January 1998
4-5555-230-024
call when it comes into a station, manipulate the call while it is at the station, and
invoke station features like lighting the message waiting light, setting Send All
Calls, or Call Forward.
These capabilities could be used, for example, to provide an integrated voice
and electronic mail system for office personnel. With this system, office personnel
can have a message waiting light turned on whenever an electronic mail
message is received or get an electronic mail message when a voice mail
message arrives. Another application is a “Follow-me” call forwarding
application, in which calls are automatically forwarded to different locations
based on a schedule entered by the user.
The CallVisor ASAI capabilities and features can be used to support a variety of
applications in the call center environment — as well as office automation
applications that include directory services, message desks, and phone
management. CallVisor ASAI-based applications let DEFINITY ECS and your
computers share and use information, complementing and enhancing the
communications and data-processing capabilities these systems deliver. These
capabilities can help you streamline operations, improve productivity, and
improve customer satisfaction.
Architecture
ASAI integrates the DEFINITY ECS with main-frames, minicomputers, personal
computers (PCs), and distributed computing environments (such as LANs and
client-server environments) for call center and office automation applications. In
an inbound call center, agents use a telephone and a computer connected to a
computing environment. The computer uses information it receives over the ASAI
link to display information about incoming calls on the agent’s terminal.
In outbound call centers, the agents’ equipment is similar, but the computing
environment uses the ASAI link to make outbound calls. ASAI also shifts agents
from inbound to outbound service and back. It can be used to provide
screen-based dialing and other office automation applications.
An ISDN primary rate interface (PRI) link provides calling-party and called-party
information to the various applications. This link is not required, but it lets
applications use network information provided by ISDN to broaden its scope.
Without a PRI link, automated voice response units can still gather information
needed by prompting with DNIS.
Application Programming Interface
ASAI provides an applications programming interface, which can be used by
vendors to develop computer-telephone integration applications. The applica-
tions programming interface supplies the syntax and operation of the function
calls used to invoke ASAI capabilities. The interface can be used to communi-
cate with vendor-specific application interfaces. For example, IBM has an appli-