PRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0

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1 Version 1.2 HELPDESK EXPRESS 1.0 Revision 1 - March 2005

2 PRODUCT GUIDE HELPDESK EXPRESS 1.0 Version 1.2 Revision 1 - February 2005 ProTel Communications Ltd. follows a policy of continuous development and reserves the right to alter, without prior notice, the specifications and descriptions outlined in this document. No part of this document shall be deemed to be part of any contract or warranty. ProTel Communications Ltd. retains the sole proprietary rights to all information contained in this document. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photo copy, recording, or otherwise, without prior written permission of ProTel Communications Ltd. or its duly appointed authorized representatives. Copyright 2005 ProTel Communications Ltd. All rights reserved. Avaya, Avaya logo are registered trademarks of Avaya Inc. FrontRange, FrontRange HEAT, FrontRange HEAT logo are registered trademarks of FrontRange Inc. All other marks are the property of their respective owners ProTel Communications Ltd All rights reserved. i

3 Table of Contents 1. Introduction HDX Key Components HDX: Features and Benefits Avaya Media Servers and Gateways SIP Avaya Contact Center Express Highlights Avaya Interactive Response Benefits of IP Telephony-enabled Self Service ASC Marathon Evolution CLI Detection Branch Deployment with Centralized Archiving VoIP Recording HEAT Service Management Solution Key Benefits:... 8 List of Figures Figure 1-1 Schematic Connection Diagram... 1 Figure 3-1 HDX voice paths... 3 Figure 4-1 Avaya CCE SoftPhone... 4 Figure 5-1 Avaya IR speech application builder... 5 Figure 6-1 External Party Number captured from the CLI... 6 Figure 6-2 Marathon Evolution centralized archiving solution... 7 Figure 7-1 HEAT Call Logging Application with Screen-Pop ProTel Communications Ltd All rights reserved. ii

4 1. Introduction HelpDesk Express 1.0 (HDX) is an all-in-one bundling of the core applications required in contact centers. HDX is ideally suited for internal helpdesks with 15 to 30 agents; in large corporations, travel agencies and airlines where the helpdesk provides the core support center tools needed to increase overall operational effectiveness and improve customer satisfaction. HDX enables contact centers to seamlessly offer multiple communication channels to their customers, including voice self-service. The bundling delivers advanced capabilities such as natural language speech recognition, text-to-speech and VoiceXML. Whether the customer requests service through a phone call, an , or a chat session, the interaction is seamlessly tracked and controlled within the HDX environment. In doing so you will have a complete 360 degree view of the customer since the relevant data is attached to the interaction and sent to the best agent available. Local Area Network Home Office Branch Office IP Network with SIP SoftPhone Head Office Marathon Evolution Voice Recorder Avaya Interactive Response Avaya CCE Local Area Network Avaya G700 Media Gateway with a Avaya S8300 Media Server Extension Side Tap Patch Panel Voice FrontRange HEAT Local Area Network PSTN Figure 1-1 Schematic Connection Diagram with a Avaya 6408 Digital Extension with SIP SoftPhone 2005 ProTel Communications Ltd All rights reserved. 1

5 2. HDX Key Components HDX s the core capabilities are enabled using some industry s leading contact-center products, such as; Avaya S8300 Media Servers & Avaya G700 Media Gateways Avaya Contact Center Express Avaya Interactive Response ASC Marathon Evolution/EVOip FrontRange HEAT Service Management Solution HDX supports a full suite of integrated call-center components, including PBX (private branch exchange) and IP-PBX switching, ACD (automatic call distributor) with universal queuing and skillsbased routing, IVR (interactive voice response), outbound call management, digital call recording, quality monitoring and service management applications. HDX s Media Servers, Avaya S8300 together with the Avaya Media Gateway G700, supports the traditional TDM (time-division multiplex) switching and the newer IP (Internet protocol) switching, including support for the even newer IP standard, SIP (session initiation protocol). Because it is IPbased, users are able to tap IP networks to link distributed workers, and extend contact-center functions to agents in any location -- one of the key advantages of having an IP-based contact-center application, of course. HDX's IVR functionality provided by Avaya Interactive Response (AIR), supports DTMF, advanced speech interfaces based on VoiceXML (extensible markup language), and supports speech engines from Nuance, ScanSoft and SpeechWorks. Avaya Interactive Response ships with a VoiceXML 2.0 compliant voice browser for voice enabled web applications. HDX supports out-of-the-box "screen pop" feature to display relevant customer information on the call-center agents' screen in time to interact with the customer. This is done within the HEAT Service Management applications and does not require external CTI (computer telephony integration) applications. As the mid-market sector continues to grow, so do the challenges placed on contact-center operations serving these organizations. These companies require an integrated solution that can leverage the power of IP and meet the needs of customers seeking interactions via any medium -- voice, or the Internet and HDX aim to fill these requirements HDX: Features and Benefits Intelligent routing of customer interactions: Manage customer interactions in a more personalized, consistent, and efficient manner Migration capability for future growth: Grow to a larger size by deploying other components from the Avaya product family Agent desktop: Delivers information to agents that assists in providing consistent and personalized service with softphone features Voice processing: Segment callers to deliver the most important customer interactions to most skilled agents Real-time monitoring and historical reporting: Provides a unified reporting & monitoring application for contact center supervisors IP endpoint choices: Minimize capital expenditures by deploying industry standard, off-the-shelf IP endpoints such as an IP softphone or an analog telephone with a VoIP gateway High Availability: Maximize availability and reduce customer frustrations with infrastructure availability Scalability: Customize the migration to IP by starting out with a few agents and scaling to thousands of IP agents 2005 ProTel Communications Ltd All rights reserved. 2

6 3. Avaya Media Servers and Gateways The Avaya G700 Media Gateway, Avaya S8300 Media Server, and media modules provide the ability to converge voice and data into one infrastructure, creating flexibility for growing companies. The G700 Media Gateway contains VoIP resources and modular interface connectivity. The media modules provide analog, digital, T1/E1, BRI, and additional VoIP capabilities. The G700 Media Gateway with an S8300 Media Server provides a standards-based, IP communications infrastructure without compromising the customer s applications, reliability, and multi-service networking. This solution can be installed for small customers or large customers with branch offices or in a multi-site configuration. The S8300 Media Server with the G700 Gateway provides the following networking benefits: Feature transparency across the network via QSIG or DCS+. A consistent user experience with the same user interface Unified system management Multiple applications, supported by Avaya Communication Manager, that offer a full enterprise feature set and use IP standards for gateway control. Ease of moves, adds, and changes with the same administration interface. Figure 3-1 HDX voice paths 2005 ProTel Communications Ltd All rights reserved. 3

7 3.1. SIP Session Initiation Protocol (SIP) enables the power of open systems to be brought to the world of telecommunications. In effect SIP will emerge as the de facto standard for enterprise IP communications. 4. Avaya Contact Center Express Avaya CCE is specifically designed for the mid-size business market. Avaya CCE includes support for all multimedia customer interactions, including voice, Web chat and , along with CTI and routing capabilities, and desktop-application support. It is also flexible enough so that once it is installed; an administrator can introduce additional capabilities, such as outbound contact and extensive reporting of agent activity, if necessary. Figure 4-1 Avaya CCE SoftPhone 4.1. Highlights Increase customer satisfaction by quickly connecting customers to the best available resource the first time Reduce total cost of ownership by leveraging existing infrastructure investments and reducing deployment time and cost Easier to deploy and manage Improve agent productivity by automatically delivering (via screen pop) customer information to agents along with the voice call or Migrate your contact center to IP telephony at your own pace while maintaining current features and functionality Integrate multiple communication channels within a given customer interaction, providing customers the choice to be serviced by phone, , or chat sessions Take full advantage of customer care professionals in branch or remote offices Integrate with other SIP based applications and avoid vendor lock-in, complicated upgrades, and expensive maintenance costs With the acceptance of Voice-over-IP infrastructure and IP telephony, customers can now take a best of breed approach with their choice of hardware and software vendors to create a modular solution for their contact center. Advances in standards such as the Session Initiation Protocol (SIP) enable telephony applications to interface with each other and provide functionality that used to be only available using proprietary infrastructure hardware. HDX provides a complete solution that includes the Avaya CCE and the Avaya S8300 Media Server that provide Automatic Call Distributor (ACD) and Private Branch exchange (PBX) functionality ProTel Communications Ltd All rights reserved. 4

8 5. Avaya Interactive Response Interactive Response enables businesses to harness sophisticated voice and speech enablement technologies to increase deployment of self service interactions capable of serving global, international, and multi-lingual customers. With the addition of Avaya Speech Applications Builder, Avaya provides a complete VoiceXML application design and deployment environment that allows for faster services creation and simpler management. Speech Applications Builder enables businesses to develop complex speech applications more rapidly, and will enable those applications to be maintained more easily, resulting in a lower total cost of ownership. Figure 5-1 Avaya IR speech application builder 5.1. Benefits of IP Telephony-enabled Self Service The anatomy of a call made over an IP telephony enabled Self Service network is no different to that of a call that is handled by a circuit-based Self Service network. However, there are substantial hidden benefits to the use of Self Service over a packet-based network. These include: Future-proofed networks Flexible deployment Reduced ownership costs Scalable network capacity Ease of upgrading 2005 ProTel Communications Ltd All rights reserved. 5

9 6. ASC Marathon Evolution MARATHON EVOLUTION is a universal communications recording solution that satisfies the demanding requirements for all applications from busy financial trading floors and high volume contact centers, to mission critical air traffic control and public safety applications CLI Detection CLI (Calling Line Identification) defines the service that delivers the detailed phone number of the caller. The phone number is displayed during the call and can be analyzed, so that the called party already knows who is calling before he answers the call. The provided number is also often called CLI and in CTI it is referred as Calling Number and is attached to the voice recording together with the Called number. This information is vital for CRM integration with screen-pop and subsequent searching on the voice record. In other voice recorders this CLI/ANI is also captured and attached to the voice record too. However this requires an additional CTI server. In the Marathon Evolution voice recorder the CLI/ANI is captured independent of a CTI server; directly from the digital signal, which is usually transmitted between the first and second ring tone. External Party Number, captured without an external CTI server Figure 6-1 External Party Number captured from the CLI 6.2. Branch Deployment with Centralized Archiving The Marathon Evolution s centralized archiving capabilities are ideally suited to small branch deployments. Usually these remote branches have little or no in-house technical support teams, but require the same long term archiving or retention need as a main branch ProTel Communications Ltd All rights reserved. 6

10 The centralized archiving server, IAS sits in the main or in a centralized location. Each of the Marathon Evolution voice recorders periodically archive its local voice records to the IAS based on a predefined schedule or as an when bandwidth is available. The transmission protocol employed can be either FTP or the more secure FTPS with SSL encryption. Marathon Evolution Voice Recorder Home Office Branch Office Local Area Network EVOip with SIP SoftPhone Remote Archive Path Remote Archive Path IP Network with SIP SoftPhone Head Office Marathon Evolution Voice Recorder Centralized IAS Server Archive Path Local Area Network Avaya G700 Media Gateway with a Avaya S8300 Media Server Extension Side Tap Patch Panel Voice Local Area Network PSTN with a Digital Extension with SIP SoftPhone Figure 6-2 Marathon Evolution centralized archiving solution 6.3. VoIP Recording ASC s VoIP recording solution comprises two key components: EVOip is a totally vendorindependent passive VoIP solution, built upon the common underlying protocols across all implementations and operates in any environment. EVOip active works as an integral part of the call flow within the IP switch providing selective recording by utilizing Service Observation. EVOip fully integrates with any of the latest ASC communications recording and quality monitoring applications: MARATHON EVOLUTION and INSPIRATIONpro enabling any existing MARATHON EVOLUTION installation to introduce VoIP recording capabilities ProTel Communications Ltd All rights reserved. 7

11 7. HEAT Service Management Solution Built on more than a decade of service management experience, HEAT integrates core service and support components into one complete solution to reduce costs and increase operational effectiveness Key Benefits: Increase first-call resolution Shorten call times Instantly support customers on your network Reduce call volume Minimize pressure on technicians Increase staff productivity Minimize routine stoppages Increase customer satisfaction Figure 7-1 HEAT Call Logging Application with Screen-Pop 2005 ProTel Communications Ltd All rights reserved. 8

12 About ProTel Communications Ltd ProTel Communications is a leading provider of AVAYA contact center solutions utilizing computer telephony (CT), interactive voice response (IVR), predictive dialing systems (PDS), and business integration software. ProTel provides specialized services for deploying complex technologies and intelligent business integration solutions that facilitate the integration of multi-media communications solutions with other enterprise information systems (EIS). Hong Kong ProTel Communications Ltd Room 1504, No.734 King s Road Quarry Bay Hong Kong Tel: Fax:

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