How to off-load costly, redundant telecom administrative changes to your help desk.

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1 White Paper WHITE PAPER How to off-load costly, redundant telecom administrative changes to your help desk. REDUCE COST AND IMPROVE SERVICE LEVELS BY ENABLING HELP DESK AGENTS TO EASILY AND IMMEDIATELY PROCESS PBX AND VOIC CHANGES WITHOUT THE HELP OF TELECOM ENGINEERS.

2 Executive summary Telecom and IT departments are busier than ever. There is always something requiring their immediate attention. They are constantly under pressure. They have top of mind initiatives for SIP, BYOD, Mobility, Virtualization, Presence, Video, Security and others. They are being required to do more with less. They are overburdened and understaffed. To make things even worse, there is typically a growing backlog of work tickets for simple moves, adds and changes (MACs) and it takes days or even weeks to get them completed. As a result, service levels decline and employees throughout the organization are affected. To help ease this pain, many telecom and IT departments have determined that off-loading costly, repetitive MACs to the help desk could offer significant cost and time savings. But how? Help desk agents don t know telecom. The interfaces for voice systems are overwhelming and offer too much access. What if a help desk agent makes the wrong change? These issues are the result of telecom s inherent complexity. Finding a way to simplify this complexity and make telecom MACs easy for a help desk agent to understand and execute is extremely difficult. To make it possible, telecom and IT departments would have to resolve a number of difficult challenges including: Determining which phone and voic attributes are safe for a help desk agent to manage. This is challenging because for each phone and voice mailbox there are literally hundreds of phone and voic attributes which could potentially be managed with a help desk application. Determining how to present phone and voic attributes across single and multi-vendor systems on a single screen. Forcing a help desk agent to use different tools or interfaces for different system types or vendor platforms adds a layer of unacceptable complexity. Finding a solution for data fields that go beyond simple matched pairs. The amount of options associated with phone and voic features has become very complex. It PAGE 2

3 used to be that a phone feature had one or two choices for how it functioned. Today, a single phone or voic feature can have many options to determine how it works and from there subsequent decisions depending on the first option chosen. This oneto-many relationship requires overcoming the technical challenges of developing an application that can accurately present all of the available choices for each feature that will be made available for change. Determining how to deal with the lack of consistency in the industry. Unfortunately, vendors don t adhere to many standards when they develop phone and voic systems. Instead, they all seem to invent their own approach to developing both hardware and software. Consequently, everything from password changes to forwarding rules is different from vendor to vendor. Finding an application that can handle the differences between phone types. There is a seemingly endless amount of different phone models being used in today s businesses. Even when you consider only phones from a specific vendor, the numbers are large. Legacy phone models and new phones being introduced every month add to the complexity. An effective help desk solution supports all of these different phones and provides a consistent way to make changes. Finding an application with the technical capability and versatility to support a specific company s ever changing corporate policies and data naming conventions such as password length and other restrictions, mandatory password reset rules, name format, etc. is difficult. Such an application would require client specific adaptations to account for these policies and conventions. This list of issues, complexities and roadblocks, has made it very difficult, if not impossible, for companies to fully off-load costly, repetitive telecom administrative changes to the tier one help desk. In fact, the inability to find solutions to the issues outlined above is the single biggest reason why telecom and IT departments continue to struggle with being able to bring telecom MACs to their help desk agents. Unfortunately, this struggle continues to prevent businesses from leveraging their help desk as a powerful means to reduce operational costs. By leveraging advanced technology together with an innovative approach to solving telecom challenges, Unimax has developed a product to finally off-load costly, repetitive telecom administrative changes to the help desk. It s called HelpOne. PAGE 3

4 What is HelpOne? HelpOne is a web-based application which enables tier one help desk agents to immediately change an employee s voic password, phone PIN, speed dials, zero out extension, call forwarding numbers, simultaneous ring settings, phone labels, voic notification preferences (i.e. via phone, , text, etc.), find me settings, and more without the assistance of voice engineers. Because HelpOne off-loads a high percentage of everyday, simple administrative tasks to lower paid help desk agents, more expensive telecom administrators and engineers can focus their time on complex work tickets and important strategic initiatives including SIP, BYOD, Video, Mobility, Virtualization, etc. Balancing the workload for these types of simple telecom changes will immediately reduce operational expense. Additionally, offloading these types of changes to tier one help desk agents for immediate resolution will significantly improve service levels. CONFIGURE HELPONE TO MEET YOUR NEEDS Not all companies want to enable the help desk to make the same changes. That s why we added the ability to configure HelpOne to meet your specific goals and objectives. With HelpOne, a telecom or IT department can configure which settings can be viewed and changed by a help desk agent. You can also determine and configure the help content and field labels that appear in the application. The flexibility offered by HelpOne s configuration capabilities will enable you to progressively roll out telecom responsibilities to help desk agents. For example, you could launch the initiative with a limited number of fields. Start with a field or two, and then increase those over time. These fields can include the most frequent changes and those that generate the most work tickets (i.e. voic password reset). After the initial launch, additional fields can be added. SUCCESSFULLY DEPLOY HELPONE WITH LIMITED TRAINING HelpOne was designed to be deployed and used with limited help desk agent training. It is easy to understand and use even for agents that have no telecom training or experience. The application leaves complicated telecom terminology and concepts to the telecom experts. Its interface was designed specifically for help desk agents and is extremely intuitive. For example, there is no need for a help desk agent to know which system an employee s phone or voice mailbox resides on. HelpOne will find it for them within seconds. Changes are immediate and can be made while the help desk agent is talking to the employee. An confirmation can be sent to the employee from within HelpOne without technological hurdles. PAGE 4

5 Help desk solutions designed to provide an exceptional user experience create much shorter return on investment payback periods and greater overall success for the initiative. HelpOne benefits The benefits of using HelpOne are immediate and measurable. They include reduced operational expense and improved internal customer service levels or SLAs. REDUCE OPERATIONAL COSTS Voic password resets and other repetitive voice system changes are costly and time consuming. With HelpOne, expenses are significantly reduced by having lower paid help desk agents execute the changes rather than higher paid telecom administrators and engineers. Having these highly trained telecom employees focus their time on more complicated and critical work tickets as well as strategic projects will drive additional efficiencies and cost savings. IMPROVE INTERNAL SERVICE HelpOne will improve your SLAs for telecom changes. Telecom departments are often overburdened and understaffed. Even simple changes can take more time than desired. For many companies, even a common voic password reset can have an extended SLA. With HelpOne, SLAs can be dramatically reduced. When an employee calls a help desk that is using HelpOne, their request can be processed immediately. There is no waiting or frustration. There is no need to create a work ticket unless the process requires it. SLAs can easily change from days or weeks to a couple minutes. HelpOne will also keep your employees connected. For example, employees can simply contact the help desk to immediately change their mobility settings such as call forwarding numbers, simultaneous ring settings, voic notification preferences (i.e. via phone, , text, etc.) and find me settings to determine how and where they want to be reached when they are out of the office. HelpOne will also help you take the complexity out of voice system features that don t get used because they are difficult to change and manage. The HelpOne interface makes even the most complex telecom features easy for help desk agents to manage. This improves internal customer service and overall communication, while it helps telecom and IT departments realize shorter return on investment payback periods for their entire voice system. PAGE 5

6 HelpOne features With HelpOne, telecom, IT and help desk departments will benefit from the following features: Easy-to-use interface HelpOne makes it easy for help desk agents to make telecom changes for costly, repetitive MACs. In fact, it is so well designed and intuitive, that only limited training is needed. Configurable Configure HelpOne to determine what an employee is able to view and change. The telecom and IT department can also configure help content and field labels. This provides the ability to use the terminology and communicate policy (i.e. password length) that is consistent with YOUR company. HelpOne s configurator also enables you to bring telecom MACs to the help desk with a limited number of fields, while providing you with the flexibility to add additional functionality over time. Windows single sign on HelpOne leverages Windows single sign on to make it easy to access the application. That is, after a help desk agent signs onto the network through Windows, they are able to open HelpOne without additional steps or login screens. Immediate changes Changes made by help desk agents take effect immediately, and an confirming the change can be sent to the employee within seconds. Minimal training HelpOne was designed specifically for help desk agents with no telecom experience. The interface is easy-to-use and enables a help desk agent to work quickly to resolve questions and process MACs. HelpOne is so easy to use that it requires only minimal training. Multi-vendor and multi-system compatible HelpOne works great in single-vendor and single-system environments, but is also compatible with multi-vendor and multi-system environments. Multi-tenant compatible Leverage all of HelpOne s features and benefits even in complex, multi-tenant environments. HelpOne can be configured to only allow a help desk agent to view and change phone and voic settings for employees on specific systems or for a certain group of employees. This further limits the reach of help desk agents. Consistent interface across systems HelpOne uses a single, consistent interface regardless of the system type being accessed. Help desk agents will find it just as easy to make changes to an employee s phone as it is to change a voic setting. Even making PAGE 6

7 changes across vendor types such as Avaya /Nortel, Cisco, AVST, and others is simple. Issues caused by different system types and vendors disappear with HelpOne. Optional agent activity reports A report displaying all changes made by help desk agents can be added to HelpOne as an option. This report displays the changes that were made, indicates who made the changes, and shows the date and time of the changes. Global search HelpOne s global search capability enables help desk agents to instantly locate an employee s telecom assets regardless of location, system type, or vendor platform. HelpOne examples Every aspect of the HelpOne interface was designed with the objective of being extremely intuitive and easy to use. Designing a simple, but powerful interface for an otherwise complex process presents a difficult challenge at best. HelpOne accomplishes this task and meets its objective of enabling a help desk agent with no telecom experience or training to immediately process telecom MACs while the employee is still on the phone. For example, using a traditional work ticket process and having your telecom engineer reset a simple voic password using the interface that came with your voic system can require numerous steps that can take hours, days or even weeks to complete. These steps may include: 1. Login into work ticket software using a unique user ID and password 2. Create a ticket 3. Identify the caller and determine their needs 4. Issue a challenge response to ensure the caller has authority for the change 5. Determine the billing cost center to charge for this ticket 6. Send work ticket action to a telecom engineer 7. Time elapses (hours, days, weeks ) 8. Telecom engineer spends time reviewing the work ticket 9. Access native voic application 10. Find the employee s voice mailbox. If multiple voic servers have been deployed, use a database application to find which system the caller is on. If there is no database or other way to determine which system the employee s asset is on, repeat the following steps for each system until the employee s voice mailbox is located. 11. Log onto native voic application using a unique user ID and password 12. Navigate to menu allowing voice mailbox modification PAGE 7

8 13. Enter search criteria to find the employee s voice mailbox 14. Set the password to a default number 15. Set the attribute to unlock the mailbox 16. Set the attribute to force the employee to enter a new password when they login 17. Change completed 18. Notify employee that the password has been reset to a default number 19. Employee accesses their voic and must use the TUI (Telephone User Interface) to navigate the prompts and enter a new password 20. Close work ticket This process is costly and takes time. It delays completion of the changes an employee needs to do their job. It also takes time away from highly paid telecom engineers that would be better served resolving complex work tickets and working on more strategic initiatives. HelpOne significantly reduces the steps outlined above allowing the help desk agent to process the request immediately without the assistance of a telecom engineer. The following screen shots illustrate how easy it can be for a help desk agent to process a number of common MAC requests across a variety of system types and vendor platforms. When a help desk agent accesses HelpOne, they are presented with the following screen showing the types of changes that can be enabled by the telecom and IT departments. PAGE 8

9 After selecting an action like Reset Password or PIN, the help desk agent is presented with a global search field that enables the agent to immediately find the employee making the change request regardless of where they are located or which system their asset might reside on. After selecting the employee and verifying their identity, HelpOne displays a screen showing only the options that are required to process this specific MAC for this employee. The examples shown below include a variety of screens all at this level of the process. EXAMPLE 1: VOIC PASSWORD RESET Resetting Voic Passwords is the most requested telecom MAC for many organizations. With HelpOne, a help desk agent simply enters a new password, a work ticket number if required and the employee s address if they want to receive confirmation of the change. The following screen shots show how this process would work with both an Avaya Aura Messaging and Nortel CallPilot system. Help icons give the help desk agent guidance as to acceptable password values. Avaya Aura Messaging Avaya/Nortel CallPilot PAGE 9

10 EXAMPLE 2: RESET PHONE PIN Resetting a phone PIN number or security code is another very common telecom MAC. The screenshots shown below illustrate how easy it is for a help desk agent to make this change using HelpOne with a Cisco Unified Communications Manager system or an Avaya Commnuication Manager system. Cisco Unified Communications Manager Avaya Communication Manager PAGE 10

11 EXAMPLE 3: UPDATE PHONE SETTINGS The screen shots below illustrate how phone settings can be easily changed using HelpOne with both an Avaya Communication Manager and Nortel CS 1000 system. Interface borders, phone faceplate graphics and read-only information like Phone Type and System Name assist in making the HelpOne interface extremely intuitive. Click on the blue buttons to expand or collapse field information. Avaya Communication Manager Avaya/Nortel CS 1000 PAGE 11

12 EXAMPLE 4: CHANGE VOIC NOTIFICATION The following screen shot shows how easy it is for a help desk agent to update an employee s voic notification settings with an Avaya Aura Messaging system. HelpOne eliminates multiple-clicks by generating logical under-the-hood changes with one click. For example, when the Notify me by this Address field is populated, the Notify me by feature is automatically enabled. If the address is cleared, the feature is disabled. Validation is inherent within HelpOne. For example, the help desk agent cannot choose to Notify by Mobile Phone Number if a Mobile Phone Number itself has not been supplied. Avaya Aura Messaging PAGE 12

13 EXAMPLE 5: CHANGE PRESS ZERO ASSIGNMENT Changing an employee s press zero assignment is extremely fast and easy with HelpOne. The following screen shot shows what information needs to be entered while using HelpOne with a Cisco Unity Connection system. Cisco Unity Connection PAGE 13

14 EXAMPLE 6: UPDATE MOBILITY SETTINGS The following screen shot displays what information is required to update an employee s mobility settings using HelpOne with a Cisco Unified Communications Manager system. Field labels and associated help text have been preconfigured to minimize your installation and setup time. However, all field labels and help text can be easily configured to your specific needs. For example, if a help desk agent needs to know the exact values a field will accept or what is acceptable input data based on company policy, the help text can be adjusted to display the values that work well in your environment. Cisco Unified Communications Manager PAGE 14

15 EXAMPLE 7: CHANGE VOIC NAME The following example shows how a help desk agent would change a voic name using HelpOne on an AVST CX-E (formerly CallXpress) system. HelpOne has a uniform and familiar appearance regardless of what system type or vendor platform is being accessed. This is part of what makes HelpOne so easy to use. AVST CX-E (formerly CallXpress) PAGE 15

16 HelpOne advantage HelpOne stands alone in its power and versatility to easily empower help desk agents with the ability to quickly process telecom MACs. While help desk agents could use the native interfaces found in PBX and voic systems, they can be difficult to configure and often impossible to use without considerable training and experience. These systems tend to use terminology that is not understood and typically offer too many options for the help desk because they can not be configured. The complexity and lack of configuration capabilities also frustrates telecom and IT departments to the point where they stop providing the tool. HelpOne goes above and beyond these tools in a number of ways: HelpOne takes the complexity and telecom jargon out of what is typically provided in MAC administration solutions. The process to complete a typical telecom MAC can include dozens of steps and take days or even weeks to complete. HelpOne simplifies that process to just a few mouse clicks and can be completed immediately while the employee is still on the phone. The interface was written specifically for help desk agents who have no knowledge of telecom technology or terminology. It is so easy to use and understand that only minimal training is required. Unlike most MAC administration tools that are only compatible with a single system type such as voic or a single vendor s platform, HelpOne is multi-system and multi-vendor compatible. Help desk agents can make changes to their phone and voic systems across vendor types all from a single screen. HelpOne is also compatible in multi-tenant environments. Most MAC administration tools are locked down and don t provide the ability for configuration. HelpOne is different. With HelpOne, the telecom or IT department can modify which options can be viewed and changed by help desk agents. Functionality can be limited as required. Field labels throughout HelpOne can also be modified to match a company s terminology and make it easier to understand. Unlike most MAC administration tools, HelpOne not only makes it easy for a help desk agent to execute a change, but it also makes it easy for them to send an confirming that the change was successfully completed. PAGE 16

17 HELPONE WAS DESIGNED FOR SIMPLE AND COMPLEX TELECOM ENVIRONMENTS HelpOne handles changes for phone AND voic systems in single AND multi-vendor environments all on ONE screen. For example, the user interface will look the same whether the help desk agent is making a change on a Cisco Unity or Avaya Modular Messaging system. Are we compatible? HelpOne is compatible with leading PBX, voice messaging and directory systems from Avaya /Nortel, Cisco, AVST, Microsoft and others. For more information on specific system compatibility, please us at Conclusion With HelpOne, overburdened and understaffed telecom departments finally have a way to shift focus away from costly, redundant MACs to more critical work tickets and strategic initiatives. Making this change will ease the stress put on telecom teams while reducing operational expense and improving SLAs. There is no other product on the market that enables help desk agents to make immediate changes to so many phone and voic settings across so many vendor systems all on a single screen while the employee is on the phone. The big winners here are telecom and IT managers who are responsible for budgeting, cost reduction and finding the time to get everything done. HelpOne makes it possible to off-load a significant percentage of telecom support calls and their related work tickets. The result is a significant amount of savings in both time and money. Employees also win with HelpOne. They are able to stay connected by having their requested voice system changes executed immediately from anywhere that allows communication with a help desk agent. There is no waiting and no frustration. With HelpOne, telecom departments can finally begin to leverage the significant benefits of using the help desk that other areas of the business like IT have realized for years. For more information on HelpOne or Unimax s other products and services, please contact us at (800) or by at Visit us online at www. unimax.com. Unimax Systems Corporation 50 South Sixth Street, Suite 900 Minneapolis, MN Contact us: Phone: (800) Fax: (612) Unimax Systems Corporation. All rights reserved. This document is for informational purposes only. Specifications are subject to change without notice. Unimax Systems Corporation makes no warranties, express or implied, in this summary. All trademarks are the property of their respective owners.

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