Genesys Compact Edition (GCE) SIP R1.0 Product Description. SIP Server Solution Restricted availability under PCS (Premium Customer Support) only.

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1 Genesys Compact Edition (GCE) SIP R1.0 Product Description SIP Server Solution Restricted availability under PCS (Premium Customer Support) only. Direct Questions and Comments to Kentis Gopalla

2 Table of Contents 1 New in GCE Release SIP-based solution at a glance... 4 Introduction... 4 What is SIP?... 4 Why SIP in Genesys Compact Edition? Key Concepts and Architecture... 4 Key Concepts... 4 Architecture Solution Details... 5 Overview... 5 SIP solution components... 5 Profile Management... 6 Creating Phone Sets... 7 Creating Trunks Stream manager features... 8 Creating and Managing Voice Announcements... 8 Supervisor Functionality... 9 Agent Personal Greeting... 9 Call Origination Whisper Genesys SIP endpoint connector SIP Endpoint Connector Glossary Abbreviations Additional Resources Table of Figures Figure 1: GCE SIP R Figure 2: SIP Architecture... 6 Figure 3: Profiles Defined by Tech Support only... 7 Figure 4: Applying Profiles on Phone Set Creation... 7 Figure 5: Applying Profiles on Trunk Creation... 8 Figure 6: Managing Voice Announcements... 8 Figure 7: Agent Greeting at Service Level... 9 Figure 8: Agent Greeting at Agent Level Figure 9: Call Origination Whisper... 10

3 1 NEW IN GCE RELEASE 1.0 The re-organization between Genesys and Alcatel-Lucent Enterprise business groups has allowed the ability to simplify and rationalize the contact center product suite. As a result the Omni- Touch CC Premium Edition is rebranded as Genesys Compact Edition, also referred to as GCE, and is now the mid-sized contact center solution under the Genesys portfolio. In the first release of GCE, the initial steps have been taken towards a multiplatform, open environment with the introduction of SIP Server. The GCE solution will be commercially available as an OmniPCX Enterprise (OXE) version or a SIP version. Alcatel-Lucent business partners will be able to sell both options and create quotations in ACTIS. Genesys business partners will be able to sell the GCE SIP Server and create quotations in the standard Genesys quote tool. Ease-of-use is one of the key success criteria of a mid-market contact center and therefore the Visual CC, which is the cornerstone of the solution, remains the all-in-one user interface for configuration, routing, real-time monitoring and historical reporting. The Genesys Agent Desktop (GAD) continues to be the agent user interface application in this release. To maintain the easy-to-sell and easy-to-quote approach, and to avoid major disruption in business activities, only minor changes have been made to the licensing structure. Commercial Offer The primary features in release 1.0 are: SIP Server Gateways supported: o o o Alcatel-Lucent OmniPCX Enterprise Gateway Alcatel-Lucent OmniPCX Office Gateway Audiocodes Mediant 1000 Gateway SIP End-points o Alcatel-Lucent 4008/4018 o Polycom SoundPoint 335 o CounterPath Bria SIP Soft-phone SIP Server stream manager agent/caller greeting features o Call Origination Whisper Mode o Agent Personal Greetings Support for Microsoft Windows 2008 Server and Microsoft SQL Server 2008 Visual CC Personalization of background image and colors Serviceability Maintenance Alarm to business partner Changes in licensing structure Visual IVR per port licensing New SIP Server per seat license Master Visual CC License discontinued CC Teamer available on quotation by Professional Services, only Seat Limit The seat limit remains at 150 seats on the Genesys Compact Edition. However under approval by Genesys Compact Edition R1.0 3

4 the Country Unit leader and Product Management the solution can grow up to 300 seats. Please refer to technical support for technical details on performance under single server deployment. 2 SIP-BASED SOLUTION AT A GLANCE Introduction Session Initiation Protocol (SIP) is gaining prominence as a reference technology for unifying multimedia, real-time communications in a common, standards-based framework for both enterprises and carriers to address the need to maintain their multimedia corporate network and the customer service strategy. SIP offers versatile technical capabilities and accommodates the integration of multiple components to the core call routing capabilities. What is SIP? SIP is an application layer protocol for setting up sessions to enable real-time communications in an IP network. It is defined in RFC SIP is not a vertically integrated communications system; rather it s a component that can be used with other IETF protocols to build a complete multimedia architecture. Typically these architectures will include protocols such as the Real-time Transport Protocol (RTP) for transporting real-time data and providing QoS feedback, and the Real-Time streaming protocol (RTSP) for controlling delivery of streaming media. In the next two to five years, Session Initiation Protocol (SIP) standards will have a significant impact on enterprise communications. The promise of SIP is that it will allow enterprises to operate in an open environment in which they can combine best-of-breed communication solutions and third party devices, as needed, into a single SIP-based framework. SIP value propositions are: Versatility SIP can be used for telephony, notification services, location services, collaboration chat and conferencing. Extensibility SIP s internal structure makes it easy to add new primitives, i.e., signalling protocol elements without disrupting existing primitives. Multimedia at the core SIP natively takes into account audio, video and text sessions. Mobility across IP networks a registration and location mechanism enables mobility of endpoints over various IP networks. IT-friendly SIP leverages other existing, well-established Internet protocols, such as Domain Name System (DNS) and Simple Mail Transfer Protocol (SMTP). SIP also leverages Internet Protocol Security (IPSec) and Secure Sockets Layer/Transport Layer Security (SSL/TLS) to provide session encryption and security. Why SIP in Genesys Compact Edition? Genesys Compact Edition is an evolution of the Alcatel-Lucent OmniTouch Contact Center Premium Edition that was solely sold and validated on the Alcatel-Lucent OmniPCX Enterprise PABX. With the introduction of the Genesys SIP Server component in the solution, the SIP Server acts as the foundation layer to a multiplatform, open environment and with room to accommodate other media types in the future. SIP will also facilitate extending the contact center to home agents and also the collaboration between the contact center and the back office. 3 KEY CONCEPTS AND ARCHITECTURE Key Concepts Key elements for the mid-market contact center are: Genesys Compact Edition R1.0 4

5 Mid-market Contact Center Characteristics Channels End Customers Operational Efficiency Serviciability Usability Optimized Investment Best in class Packaged approach Regardless if SIP-based or OXE-based, the solution should be easy to install, easy to configure, easy to use and easy to maintain. The Visual CC caters for all of the above needs by including the configuration of the SIP parameters and associated objects. This simplifies the tasks of the administrator with a one-stop configuration place for the whole contact center. Architecture The SIP-based Genesys Compact Edition leverages the components of the Genesys 8.0. Please refer to GCE Product Description documents additional details. Contact Center Administrator - Supervisor Visual CC Console, including Management Console Customer Care Representative Genesys Agent Desktop SIP Endpoints nts Genesys Compact Edition MS Windows Server One Server SIP Version Genesys Compact Edition Application Server Core Genesys Components Stream Manager SIP Server IP PSTN Corporate PBX TDM SIP Media Gateway(s) Figure 1: GCE SIP R1.0 4 SOLUTION DETAILS Overview This section describes the components that make up the solution and the features supported by the SIP-based solution. SIP solution components The two main components introduced in the SIP-based solution are the SIP Server and the Stream Manager. Genesys Compact Edition R1.0 5

6 SIP Server is the software component that provides an interface between the telephony hardware and the rest of the Genesys Compact Edition solution. It translates and keeps track of events and requests that come from, and are sent to the telephony device. SIP Server is a TCP/IP-based server that can also act as a messaging interface between SIP Server clients. Stream Manager 7.6 is a media server that generates and processes media streams in Real-time Transport Protocol (RTP) format, providing such functionalities as the following: Playing announcements Recording streams into files Making conference calls Silent voice monitoring Whisper coaching Figure 2: SIP Architecture The Visual CC remains as the only interface to manage the SIP-based solution. All parameters concerning the trunk from the gateway to the GCE solution and the SIP Endpoints are configured and managed in the Visual CC with an administrator profile. Profile Management In order to simplify the configuration of the SIP solution, we have introduced configuration profiles which consist of key-value pair parameters common to the same object type. The creation and modification of the profiles are accessible by Technical Support only. Set of profiles are already created by the solution and the profiles are applied upon creation of phones or trunks. Most parameters are common for a type of phone, e.g., all Alcatel-Lucent 4008 have common parameters. The option to apply profiles when defining the objects will assist in reducing deployment time. Genesys Compact Edition R1.0 6

7 Figure 3: Profiles Defined by Tech Support only However, even if most of the parameters are common to phone or trunk type, i.e. profile level, some parameters may need to be modified on each phone set. In this case, while defining a parameter, a profile option will permit changing the value on phone set/trunk configuration. Creating Phone Sets The Phone set creation feature is enabled in the SIP-based solution only. When creating a phone set, a predefined profile of supported phone set can be applied. The diagram below shows how a predefined profile for the 4008 phone set can be applied when creating the phone set. For parameters which are to be modified for a particular set such as the MAC address, this can be done in the advanced tab Creating Trunks Figure 4: Applying Profiles on Phone Set Creation Genesys Compact Edition R1.0 7

8 Figure 5: Applying Profiles on Trunk Creation Similar to the phone set creation, applying a predefined profile when creating a trunk is available on the SIP solution only. For each supported gateway, a predefined profile with trunk parameters can be applied upon the creation of the trunks. 5 STREAM MANAGER FEATURES Creating and Managing Voice Announcements In Genesys Compact Edition, Voice Announcements, also referred to as Voice Guides, are used in many parts of the solution. Visual IVR for instance, leverages voice announcements for providing self-service menus to the caller, and the announcements are also played at the service level as greeting. In the SIP solution, the administrator can record wave files in the supported format and can use these files as voice announcements. Figure 6: Managing Voice Announcements Genesys Compact Edition R1.0 8

9 Supervisor Functionality Similar to the OmniPCX Enterprise functionalities, the SIP-based GCE solution is able to offer the following supervision functionalities: Barge in enter into a conversation with both the caller and the agent without any invitation Silent Monitoring - listen to a conversation between a caller and an agent without any invitation. Whisper Coaching/Monitoring enter into a conversation with the agent only without the customer being aware. These functionalities are available with the Genesys Agent Desktop only. Agent Personal Greeting This feature provides the possibility to play a pre-recorded voice announcement to the caller before connecting the call to the agent. In many cases, this announcement will be a greeting with the agent name. In the GCE solution, there are two options available for playing a greeting announcement. Option 1: The first option is to configure the greeting at the service level. In this option, the administrator can provide a greeting announcement per service before the call is connected to the agent. Figure 7: Agent Greeting at Service Level Option 2: The second option is to configure the greeting at agent level. This option allows the agent to provide a personalized greeting before the call is connected. When option 2 is configured, it overwrites the configuration in option 1, i.e. it replaces the announcement configured at the service configuration. Genesys Compact Edition R1.0 9

10 0 SIP Server Product Description Call Origination Whisper Figure 8: Agent Greeting at Agent Level This feature allows the configuration of a voice announcement to be played to the agent and is available on the SIP-based solution only. The configuration is done at the same level as the agent greeting announcement. Similarly, the call origination whisper can be done at two levels; the service level and the agent level. In the case of managing the voice announcement at the service configuration, the announcement could indicate the name of the service from which the call is coming from to the agent. In the case where the voice announcement is managed at the agent level, this would make sense when the announcement could be dynamically retrieved based on an attached data related to the call. In GCE release 1.0, this feature is not supported. Figure 9: Call Origination Whisper Genesys Compact Edition R1.0 10

11 1 SIP Server Product Description 6 GENESYS SIP ENDPOINT CONNECTOR NOTE. Please reference the Universal SDK & Connectors Product Description for additional details. SIP Endpoint Connector The SIP Endpoint Connector enables deployment of a SIP endpoint built to integrate into Genesys Compact Edition Framework and SIP solution. A SIP endpoint is also known as a SIP softphone. It is a software phone application that uses SIP as the transport protocol. Initially, this Connector will be used with the CounterPath SIP Endpoint provided as a component of Universal SDK BUT it will not automatically be shipped with the SDK. A request MUST be submitted to product management for the SDK and the right to use. Warning: Universal SDK MUST be used by an authorized individual for use with this connector and a request made to product management for the additional components. The number of SIP Endpoint Connector right to use licenses MUST equal the number of SIP seats. 7 GLOSSARY Abbreviations SIP: Session Initiation Protocol CIM: Customer Interaction Management TCO: Total Cost of Ownership ROI: Return On Investment SDK: Software Development Kit CRM: Customer Relationship Management ERP: Enterprise Resource Planning CTI: Computer Telephony Integration SRL: Standard Response Library GUI: Graphical User Interface AIL : Agent Interaction Layer SDK TDM: Time Division Multiplexing VoIP : Voice over IP QoS : Quality of Service 8 ADDITIONAL RESOURCES The following is a non-inclusive list of GCE sales enablement tools in support of the Agent Desktop PC component. Sales Resources GCE Feature List GCE Positioning Presentation Genesys Compact Edition R1.0 11

12 2 SIP Server Product Description GCE Overview Presentation GCE Agent Desktop Presentation GCE Universal SDK and Connectors Product Description GCE SIP Product Presentation GCE Visual CC Product Description & Presentation GCE Glossary Customer facing collateral Genesys Contacts GCE Brochure GCE Product Marketing Manager GCE Product Manager Susan Stearman Kentis Gopalla Genesys Compact Edition R1.0 12

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