You can use ICM for integration with VRUs. The advantages of using ICM with the CallVisor ASAI in addition to the tip or ring interfaces are as follows:

• Data-screen integration is provided on transferred calls.

• Answer notification is provided on internal calls. The CallVisor ASAI capabilities let you know what happens with the call.

• ISDN network information, such as CPN/BN and DNIS, is delivered to agents. Call prompting for this information is not necessary.

A simplified configuration of this application is shown in the following figure.

1. Phone

2. ISDN-PRI

3. Avaya switch

4. ASAI

5. Speech processor

6. Tip/ring lines

7. Agent phone

8. Agent data terminal

9. Host

General processing for this type of application occurs as follows:

1. Communication Manager uses the CallVisor ASAI link to pass incoming call information to the IVR.

2. The split or skill distributes the call to an available voice line.

3. After collecting the digits using a DTMF keypad, the IVR transfers the call to a split or skill or to a specific agent using CallVisor ASAI.

4. If the call is transferred to an agent, Communication Manager uses the CallVisor ASAI link to pass an event report on which agent receives the call.

5. The IVR forwards the agent ID to the host application which delivers a data screen to the agent.

6. Agents can view the collected digits on the data terminals. Except for the dialed number, information from an IVR cannot be carried with the call and displayed on a phone. For example, digits collected in an IVR adjunct cannot be passed to Communication Manager for display.

7. If the collected digits is an extension where the call is being routed, the routing digits are passed to Communication Manager as the destination in the CallVisor ASAI third-party make-call request. The IVR uses the request to set up various types of calls.