Contents

Preface  Security overview  System description  Installation  Administration  Maintenance  Troubleshooting  Application development     Basic application development     Advanced application development     Specialized applications        Speech applications        ASAI applications           ASAI application types           ASAI versus the converse vector step           ASAI application design           Using ASAI in a call center           Call-flow design           Host application planning and design           Call flow examples              Call to an agent via an ACD split              Call to an agent via VDNs with Call Prompting              Call to a VDN and abandoned in queue              Call to a VDN and abandoned after agent selection              Agent-to-agent transfer via a VDN and blind transfer              Agent-to-agent transfer to a station via blind transfer              Agent-to-agent transfer via a VDN and consult transfer              Agent-to-agent transfer to a station via a consult transfer              Avaya IR system-to-agent transfer via an ACD split        CTI applications        Converse Vector Step routing applications        Avaya Interaction Center applications        Avaya Predictive Dialing System applications        Siebel eBusiness applications  Tech Tours  Migration  Alarms and log messages  Glossaries  Print documents  Index