Product Datasheet Callback Server

Transcription

1 Product Datasheet Callback Server applications for Cisco Unified Communications Directory Solutions IPS Global Directory Web Directory IPS Popup Personal Directory ClickNDial Provisioning Corporate Speed Dials IP Phone Applications IPS Manager Assistant IPS Lock IPS Phone Config IPS Alarm Callback IPS Pager IPS Reservation Audio Applications Busy Alerter Callback TAnnounce Wake-up Call Voice Alert Voice Callback Recording Notification Jabber Applications ConferenceTab DirectoryTab Manager Assistant User Settings Pin & Password Manager Productivity Extension Mobility Single Sign-on FrontDesk Attendant Console Conference Center Missed Calls Alert Admin Tools Phone Robot Delog-Relog PIN & Password Manager CUCM Query User to Phone Deployment Contact Center Callback Server Desktop Popup MediaSense Extensions Silent Monitoring

2 1 Callback server description 1.1 Overview This server lets you schedule and distribute call backs. It provides ongoing and historical callbacks statistics. Callbacks can be programmed from the Enterprise audio server (IVR Callback) or website (Web Callback) using http requests. Callback server can be integrated with UCCE desktop using http/rest APIs. It can be accessed from the agent desktop (UCCX or UCCE) in the integrated web browser. The user interface enables the user to program a callback and displays the contact details of programmed callbacks. The callback card displays all the information recorded as well as the calls history. The Callback server handles different lists and skill groups. It supports group and agent callbacks. It supports callback recycling with specific rules for no answer, busy line, programmed callback, call meeting. Callback server dials the contact s phone number. With the optional Blending module, the callbacks are pushed to the agents as incoming calls. Callback server can distribute ASAP or scheduled callback. It recycles no answered/busy calls with a customizable strategy. Callbacks are triggered in this order: 1. Telephone appointment 2. Personal scheduled callback 3. Group scheduled callback 4. Callback on busy 5. ASAP Callback 6. Callback on no answer Processed calls, wrong and unreachable numbers (maximum attempts) are archived. Callback server is based on an SQL database (PostgreSQL 9.0). It has a web interface for administration and reporting. 1.2 Callback programming from an audio server The caller can request a callback after a maximum waiting time or via an audio menu. The user can be called back on the current telephone number or enter a different one. He/she can request to be called back as soon as an agent is available or at a specific date and time. The audio script is integrated with the Callback Server by calling an URL (http get). The parameters are: number to call back callback list skill level callback type (immediate or date time) date and time requested. The return code, notifies the caller that his request is recorded or rejected. The date and time of the callback is checked against the schedules of the call center skill group selected. If the number of requested callbacks for a list, skill group at a given time is over the limit, it is possible to reject the callback request. The callback number is checked against a regular expression to filter unwanted numbers out (incorrect, international, mobiles ) sales@telisca.com Page 2/7

3 1.3 Callback programming from a website Callback server will receive a callback request from a web page via an http get method. A sample of JavaScript function with customizable style sheet is provided. The http request parameters include: Number to call back The calls list The preferred skill group Callback type (immediate, time frame, specific date and time) Scheduled date and time Qualifying information like first and last names, company, client code, comment A return code is provided just like for the audio menu callback programming. 1.4 Blending module This optional module transforms the callbacks into incoming calls. The incoming calls can then be processed in an incoming calls campaign, without the need for the agent to be in the Not Ready state. At the scheduled time, Callback Server will generate an incoming call from a CTI Ports pool, for the selected skill group. When an agent answers the call, it generates a call towards the contact. The incoming and outgoing calls are then connected. CTI Manager Serveur de rappels Contact externe CTI Port Base de données des rappels N compétence UCCX UCCE Bandeau Cisco Agent Desktop Blending Module can display the related information of the callback being processed. This is done by calling a Callback Server URL with the calling number (the CTI Port number) as parameter. The web page is displayed in a tab of the agent s banner. The agent can codify the call as: processed, wrong number, no answer, busy, programmed callback. 1.5 Agent desktop interface Outgoing call mode The agent is in Not Ready state to focus on callbacks. The desktop can display a callback card via an http get request. The data is send to the agent desktop in JSON format and contains info on the contact and the call s history. The ticket is assigned to the agent for a period of time. The agent can reject the card or call the contact using an http get request on the callback server. sales@telisca.com Page 3/7

4 1.5.2 Blending mode In this mode the agent can process incoming calls and callback requests. The callback requests and phone appointments are sent by the callback server to the specific skill groups. Callback server uses a CTI ports pool to call the skill groups. When the agent answers, a new call is generated to dial the contact. The Agent Desktop can display information just like in Outgoing call mode Labeling/Recycling When calling the callback server via an http get request, the agent can codify the call result. 1.6 Agent user interface Callback creation interface A contact form is provided to create a new callback. If the call center is overloaded or on decision of the supervisor, the agent can accept the call and just create a callback instead of fully answering Callback treatment The callback is processed differently in two modes: - Agent not available: When not available, the agent can display a callback card by pressing a button in the agent desktop. This can also be automated with a specific reason code. - Blending mode: With the blending module, the callback is pushed to the agent as an incoming call. Callback server reserves an available agent in the appropriate skill group and calls the contact before connecting contact and agent. The callback card shows up in a web window of the agent desktop s tab. The callback to process is selected by the server depending on the date and time, the callback type (for priority), and the agent. It shows contacts and history information. sales@telisca.com Page 4/7

5 Figure 1 Callback card example 1.7 Administration Lists, skills and global parameters are set in this web interface. Figure 2 Global Parameters in Administration screen 1.8 Monitoring The monitoring screen can be accessed from the Supervisor Desktop. It shows for a selected list or skill group: summary report of current, upcoming and finished callbacks scheduled callbacks for every 15 minutes slots Ongoing callbacks for the selected period, Closed callbacks for the selected period, Export successful, failed or ongoing callbacks. sales@telisca.com Page 5/7

6 Figure 3 Callbacks by list, skill, type, agent summary report Figure 4 Current callback detailed report Figure 5 Scheduled callbacks distribution sales@telisca.com Page 6/7

7 1.9 Server requirement - Supported Windows Servers: o Windows 2003 Server SP2 or R2 Standard, 32/64 bits, EN/FR, o Windows Web Server 2008 R2, EN/FR, o Windows Server 2008 R2 Foundation, EN/FR, o Windows Server 2008 R2 Standard, EN/FR, o Windows Server 2008 R2 Enterprise, EN/FR, o Windows Server 2012 Essentials, EN/FR, o Windows Server 2012 Standard, EN/FR, - Microsoft.Net 3.5 SP1, - Minimum Hardware: 1vCPU, 4GB memory (RAM) and 70GB disk. - Supported on VMware vsphere, HyperV, Cisco UCS, UCS-E. - Cisco Unified Communication Manager versions 7.1, 8.5, 8.6x, 9.1, 10.0, 10.5, 11, BE 6000, BE 7000 are supported. sales@telisca.com Page 7/7