DTK and Connector Architecture

Transcription

1 and Connector Architecture Server provides a highly extensible platform by utilizing configurable Connectors. Each Connector provides specific functionality enabling rapid and flexible integration. Client is an optional component complements server and is implemented to support client side application integrations. I Asterisk Avaya TSAPI/DMCC CTiOS Connector Agent Desktop Agent Desktop Client WinAPI Client Agent Desktop WinAPI CAD Client WinAPI CAD Connector CAD Published Telephony Events Published Events.Telephony.Call.Started.Telephony.Call.Ringing.Telephony.Call.Answered.Telephony.Call.Ended.Telephony.Call.Alerting.Telephony.Agent.Login.Telephony.Agent.Logout.Telephony.Agent.Ready.Telephony.Agent.NotReady Subscribed Events..Update Server HTTP..Update Subscribed Events.Telephony.Call.Started.Telephony.Call.Ringing.Telephony.Call.Answered.Telephony.Call.Ended.Telephony.Call.Alerting.Telephony.Agent.Login.Telephony.Agent.Logout.Telephony.Agent.Ready.Telephony.Agent.NotReady Call Rec Event Rec UDP TCP Screen Rec Logging Other Connectors

2 Architecture Technological changes brought about by product updates, vendor replacement, as well as mergers and acquisitions are costly and unavoidable. has been designed from the ground up to be a powerful, flexible, and cost effective integration solution that minimizes time, effort, and expense of adapting to new or different technologies. At the heart of is a core that: Optimizes performance by employing an Event-centric architecture Delivers tremendous flexibility and adaptability through configurable Connectors Utilizes a Service Oriented Architecture Employs and facilitates agile integration strategies and practices Provides centralized logging and solution metrics Minimizes integration time and expenses Leverages decoupled architecture enabling Connector reusability Connectors are the eyes and ears of the and are responsible for: Producing and consuming events for specific products and applications Filtering source events to minimize system activities Providing and requesting services specific to applications Translating data between sources Encapsulation of unique system functionality Consistent event structure across various vendor telephony platforms (Cisco, Avaya, Asterisk etc.). Adapt or perish, now as ever, is nature's inexorable imperative. - H. G. Wells It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change. - Charles Darwin

3 Hosted Environment Telephony Cloud Cloud Providor(s) Telephony Providor(s) Vendor / Cloud Telephony Vendor System / Cloud Telephony System N Environment Environment(s) Premise based Telephony Premise based System Telephony System Agent Desktop Agent Desktop Client WinAPI Agent Desktop Client Agent WinAPI Agent Desktop Desktop Client WinAPICAD Client Client WinAPI Agent Desktop WinAPICAD CAD Client WinAPICAD CAD CAD Cloud / Hosting ClickCall, Softphone Vonage Asterisk Avaya TSAPI/ DMCC CTiOS Connector(s) Server(s) Cloud Connector(s) ScreenPop Collection Reporting Call Recording Metadata Hosted (Microsoft Azure) UDP HTTP TCP Call Rec Event Rec Screen Rec SQL Other Connectors

4 1 Enterprise Store Cisco Unified Communications Manager (CUCM). delivers call to specific DNIS.. CUCM asks ICM where to Route call.. CTiOS Service on PG is provided info. About call and agent.., monitoring agents/calls, detects call begin and searches for caller based on configured Search Rule.. tells to display caller and a new ticket populated with data from Cisco.. Cisco Softphone on agent computer alerts and agent answers.. Agent is talking to caller, has caller info in softphone and in. 9. updates call data with the identified caller s user id and the ticket id of new ticket. Company..Com CRM Rest API -Dip CVP Agents/Calls 9 Peripheral GW (CTiOS Service) Cisco Intelligent Contact Management to another agent receives UPDATED call data And browser with session (Physical or Software Endpoint) Physical Cisco UCCE / CTiOS

5 1 Enterprise Store Cisco Unified Communications Manager (CUCM). delivers call to specific DNIS.. CUCM asks ICM where to Route call.. CTiOS Service on PG is provided info. About call and agent.., monitoring agents/calls, detects call begin and searches cloud based CRM for caller based on configured Search Rule.. tells cloud based CRM to display caller and a new ticket populated with data from Cisco.. Cisco Softphone on agent computer alerts and agent answers.. Agent is talking to caller, has caller info in softphone and in browser based CRM application. 9. updates call data with the identified caller s user id and the ticket id of new ticket. Cloud CRM Provider CRM API -Dip CVP Agents/Calls 9 Peripheral GW (CTiOS Service) Cisco Intelligent Contact Management to another agent receives UPDATED call data And browser with CRM session (Physical or Software Endpoint) Physical Cisco UCCE / CTiOS

6 1 1. Caller places call to offices.. delivers call to specific DNIS.. CUCM connects call to user.. monitors calls on CUCM,. detects call and searches back-office system/ DBs/Web Services for caller info based on configured search rules.. tells back-office system to display caller and a system record populated with data from Cisco and other lookup sources.. User answers call on hard phone or softphone.. User is talking to caller, has caller info in backoffice application. 9. updates back-office system and transaction logs with any data acquired or updated during call. Back-Office App Servers Enterprise DB, LDAP, or Web Services Server APIs DB / LDAP/ WS Lookups Client Cisco Unified Communications Manager (CUCM) 9 Monitor Calls (TAPI) IVR Or AA Client: This component may be installed to support integration to local applications such as outlook, winapi based applications, term emulation, back-office clients etc. At this point if user transfers or conferences the call to another user the will maintain the session data related to the caller and provide to other legs of the call. PC running with back-office application session (Physical or Software Endpoint) Physical CUCM

7 1 1. Caller places call to offices.. delivers call to specific DNIS.. CUCM connects call to user.. monitors calls on CUCM,. detects call and searches back-office system/ DBs/Web Services for caller info based on configured search rules.. tells to display caller and a ticket populated with data from Cisco and other lookup sources.. User answers call on hard phone or softphone.. User is talking to caller, has caller info in browser session. 9. updates back-office system and transaction logs with any data acquired or updated during call. Enterprise DB, LDAP, or Web Services Server APIs DB / LDAP/ WS Lookups Client Cisco Unified Communications Manager (CUCM) 9 Monitor Calls (TAPI) IVR Or AA Client: This component may be installed to support integration to local applications such as outlook, winapi based applications, term emulation, back-office clients etc. At this point if user transfers or conferences the call to another user the will maintain the session data related to the caller and provide to other legs of the call. PC running with browser session (Physical or Software Endpoint) Physical CUCM

8 1 Enterprise Active Directory UCCX or UCCE CVP. delivers call to specific DNIS.. CUCM asks ICM where to Route call.. CTI Service is provided info. About call and agent.., monitoring agents/calls, detects call begin, searches AD for user based on ANI, and aggregates any data returned from AD to the call data.. searches for caller based on configured Search Rule and data from AD and Cisco.. tells to display caller and a new ticket populated with data from AD and Cisco.. Cisco Softphone on agent computer alerts and agent answers. 9. updates call data with the identified caller s user id and the ticket id of new ticket. to another agent receives UPDATED call data Company..Com -Dip Rest API And browser with session Agents/Calls 9 (UCCXCTI / CTI Server Service) (Physical or Software Endpoint) Cisco Intelligent Contact Management Physical Cisco GED 1

9 1 UCCX. delivers call to specific DNIS.. UCCX routes call.. UCCXCTI Service is provided info. About call and agent.., monitoring agents/calls, detects call begin.. searches for caller based on configured Search Rule and data from Cisco.. tells to display caller and a new ticket populated with data from Cisco.. Cisco Softphone on agent computer alerts and agent answers. 9. updates call data with the identified caller s user id and the ticket id of new ticket. Company..Com Rest API Agents/Calls 9 (UCCXCTI Service) to another agent receives UPDATED call data (Physical or Software Endpoint) And browser with session Physical Cisco UCCXCTI

10 Cisco CAD Client Integration 1. delivers call to specific DNIS.. CUCM asks ICM where to Route call.. CTiOS Service on PG and CAD Server is provided info. about call and agent.. Cisco CAD Softphone on agent computer detects call started.. CADScreenPop, receives action message from CAD client that call begin detected and in turn searches for caller based on configured Search Rule and tells to display caller and new ticket populated from call data and displayed to the agent.. Agent is talking to caller, has caller info in softphone and in. Company..Com Cisco Unified Communications Manager (CUCM) Peripheral GW Cisco Agent Desktop Server Cisco Intelligent Contact Management PC running CAD softphone, CADScreenPop Software, And browser with session (Physical or Software IP Endpoint) Cisco UCCX / CAD Client Deployment Model

11 Cisco CAD Client Integration UCCX Agent Desktop REST API Cisco Agent Desktop Server Cisco Agent Desktop Actions Client Browser () HTTP CAD Actions Actions CAD Started CAD Agent Login CAD Agent State Change CAD Call Answered CAD Call Dropped CAD Agent Logout CAD Exit ZEN Find User ZEN Create Ticket ZEN Create User ZEN Display User ZEN Display Ticket CAD Action => Application Function CAD Started => Start CADScreenPop CAD Agent Logon => ZEN Find User CAD Agent Ready => ZEN Find User (if needed) CAD Agent Not Ready => ZEN Find User (if needed) CAD Call Answered => ZEN Find User, ZEN Create Ticket, ZEN Display User, Zen Display Ticket CAD Call Dropped => Clear CADSCreenPop call state CAD Agent Logout => Clear CADSCreenPop agent state CAD Exit => Shutdown CADScreenPop Cisco UCCX / CAD Client Deployment Model

12 Cisco CAD Server Integration 1. delivers call to specific DNIS.. CUCM asks ICM where to Route call.. CTiOS Service on PG and CAD Server is provided info. about call and agent.. Cisco Softphone on agent computer detects call started.., receives message from CAD client that call begin detected and searches for caller based on configured Search Rule and tells to display caller and new ticket populated from call data to agent.. Agent is talking to caller, has caller info in softphone and in.. updates call data with the identified caller s user id and the ticket id of new ticket. to another agent receives UPDATED call data Company..Com Rest API This option has no requirement for a component on client. Cisco Unified Communications Manager (CUCM) Cisco UCCX / CAD Server Deployment Model Peripheral GW Cisco Agent Desktop Server And browser with session Cisco Intelligent Contact Management (Physical or Software IP Endpoint)

13 Cisco CAD Server Integration 1. delivers call to specific DNIS.. CUCM asks ICM where to Route call.. CTiOS Service on PG and Server Server is provided info. about call and agent.. Cisco Finesse Agent Desktop on agent computer detects call started.., receives message from Finesse that call begin detected and searches for caller based on configured Search Rule and tells to display caller and new ticket populated from call data to agent.. Agent is talking to caller, has caller info in Finesse phone gadget and in.. updates call data with the identified caller s user id and the ticket id of new ticket. to another agent receives UPDATED call data Company..Com Rest API This option has no requirement for a component on client. Cisco Unified Communications Manager (CUCM) Cisco Finesse Server Deployment Model Peripheral GW Cisco Finesse Server PC running Finesse Agent Desktop And browser with session Cisco Intelligent Contact Management (Physical or Software IP Endpoint)

14 UCCX 1., using self-service site, submits a problem request for call back. Self-service site sends message to Cisco to create virtual hold call and set call data to contain zendesk userid and ticketid created..when virtual hold call comes up in queue Cisco places call to customer and routes call to available agent... Cisco CTI sends message that call answered by agent... detects the call answered by agent and retrieves the AgentId, UserId, and TicketId.. interacts with based on its configured rules and sends commands to accordingly.. displays caller and ticket to correct agent.. Cisco Softphone on agent computer has customer call and agents browser displays customer s user and ticket information. to another agent receives UPDATED call data 1 sends user profile and/or tickets to agent Sends message(s) to to display ticket to Agent. Rest API And browser with session Detects Call to agent. Retrieves UserId and Ticket Id. Agents/Calls (UCCXCTI Service) When virtual hold call comes up in queue Cisco calls customer and routes call to agent CTIServer raises the call event for the virtual hold call to customer Option 1 assumes that selfservice site is capable of setting the call data for virtual hold call and call data gets copied to outbound call. (Physical or Software Endpoint) / Cisco Integration Opt 1

15 1 UCCX 1., using self-service site, submits a problem request for call back. Self-service site sends message to Cisco to create virtual hold call and sends zendesk userid, ticketid, and phone # to..when virtual hold call comes up in queue Cisco places call to customer and routes call to available agent... Cisco CTI sends message that call answered by agent.. detects the call answered by agent and retrieves the AgentId from Cisco and the UserId and TicketId from internal session.. interacts with based on its configured rules and sends commands to accordingly.. displays caller and ticket to correct agent.. Cisco Softphone on agent computer has customer call and agents browser displays customer s user and ticket information. to another agent receives UPDATED call data sends user profile and/or tickets to agent 1 Sends message(s) to to display ticket to Agent. Rest API And browser with session Detects Call to agent. Retrieves UserId and Ticket Id from internal session. Agents/Calls (UCCXCTI Service) When virtual hold call comes up in queue Cisco calls customer and routes call to agent CTIServer raises the call event for the virtual hold call to customer Option assumes that selfservice site is capable of creating virtual hold call in Cisco and passing data via HTTP to. (Physical or Software Endpoint) / Cisco Integration Opt

16 1 InContact Telephony Cloud Enterprise Active Directory. delivers call to specific DNIS at InContact.. InContact routes call.. InContact system for information updates for call and agent.., monitoring agents/calls, detects call begin, searches AD for user based on ANI, and aggregates any data returned from AD to the call data.. searches for caller based on configured Search Rule and data from AD and InContact.. tells to display caller and a new ticket populated with data from AD and InContact.. Softphone on agent computer alerts and agent answers. 9. updates call data with the identified caller s user id and the ticket id of new ticket. to another agent receives UPDATED call data Company..Com Rest API -Dip And browser with session 9 Agents/Calls Softphone Application (Physical or Software Endpoint) Physical InContact

17 1 Avaya Portal DB Avaya CM. delivers call to specific DNIS.. AVP Application Executes and Interacts with caller. Writes transaction/session data to DB.. Caller needs agent, CM selects agent based on programming to receive the call and routes call.. TSAPI Service on AES is provided info. about call and agent.., monitoring agents/calls via AES, detects call begin and completes a -Dip to retrieve transaction/session data.. tells CRM to display caller profile and a new ticket populated with data from Avaya (and data from any configured secondary data-dips).. Avaya Softphone (IP Agent/OneX) on agent computer alerts and agent answers. 9. Agent is talking to caller, has caller info in softphone and in CRM. 10. updates call data with the identified caller s user id and the ticket id of new ticket. to another agent receives UPDATED call data Co.CRM.Com CRM Rest API -Dip And browser with CRM session. Agent could be off premise if Avaya system so configured. 9 Agents/Calls via TSAPI or DMCC 10 AES Server (Physical or Software Endpoint Avaya OneX for example) On Premise Components Physical Avaya / AES

18 IVR ACD 1. Test Agent opens browser and points to the Test Page URL. (Test Agent must be logged into Sandbox to get Screen-Pop). Test Agent fills in test data (ANI, AgentID etc.) and submits the Test Page Form.., monitoring for requests via HTTP, detects call answered and completes a -Dip to retrieve any available transaction/session data.. processes rules and tells to display caller profile and/or a ticket populated with data from Test Page Form.. The information is displayed in the Test Agent s browser session.. updates call data with the identified caller s user id and the ticket id of displayed ticket. Rest API Co..Com 1 CTI Server (Physical or Software Endpoint) PC running browser with session On Premise Components Hosted Demo / Simulation

19 1 Avaya Portal Avaya CM. delivers call to specific DNIS.. AVP Application Executes and Interacts with caller. Writes transaction/session data to DB.. Caller needs agent, CM selects agent based on programming to receive the call and routes call.. TSAPI Service on AES is provided info. about call and agent.. Avaya Softphone (IP Agent/OneX) on agent computer alerts and agent answers.. Avaya-OneX sends an HTTP request.., monitoring for requests via HTTP, detects call answered and completes a -Dip to retrieve any available transaction/session data. 9. processes rules and tells to display caller profile and/or a ticket populated with data from Test Page Form. 10. The information is displayed in the Agent s browser session. 11. updates call data with the identified caller s user id and the ticket id of displayed ticket Rest API Co..Com 10 AES Server Call delivered to Softphone Avaya OneX for example And browser with session On Premise Components Hosted Environment via HTTP

20 . delivers call to specific DNIS.. Mail Pro Application Executes and Interacts with caller. Writes transaction/session data to call data and/or to DB.. Caller needs agent, IP Office selects agent based on programming to receive the call and routes call.. TAPI / DEVLink Service(s) on IP Office provide info. about call and agent.., monitoring agents/calls via TAPI or DEVLink, detects call events and completes a -Dip to retrieve additional transaction/session/customer data.. tells CRM to display caller profile and a new ticket populated with data from Avaya IP Office (and data from any configured secondary data-dips).. Avaya Softphone on agent computer alerts and agent answers. 9. Agent is talking to caller, has caller info in softphone and in CRM. 10. updates call data/session data with the identified caller s user id and the ticket id of new ticket. to another agent receives UPDATED call data 1 Transaction and/or DB CRM Platform -Dip CRM API And browser with CRM session -Dip 10 Avaya IP Office Mail Pro 9 10 Agents/Calls via TAPI or DEVLink Agents/Calls via TAPI or DEVLink Avaya IP Office Avaya IP Office (Physical or Software Endpoint Avaya OneX for example) Physical Avaya IP Office

21 . delivers call to specific DNIS.. IVR interacts with caller. Writes transaction/ session data to call data and/or to DB.. Caller needs agent, Asterisk selects agent based on programming to receive the call and routes call.. AMI services on Asterisk provide info. about call and agent.., monitoring agents/calls via AMI, detects call events and completes a -Dip to retrieve additional transaction/session/customer data.. tells to display caller profile and a new ticket populated with data from Asterisk (and data from any configured secondary data-dips).. Softphone on agent computer or hard phone alerts and agent answers. 9. Agent is talking to caller, has caller info in softphone and in. 10. updates call data/session data with the identified caller s user id and the ticket id of new ticket. to another agent receives UPDATED call data 1 Transaction and/or DB Co..Com -Dip Rest API And browser with session -Dip 10 9 IVR 10 Agents/Calls via Asterisk Manager Interface (AMI) Call Delivered To Agent Asterisk Based PBX (Physical or Software voice endpoint) Physical Asterisk