Case Study "Baloise Insurance"

Transcription

1 Case Study "Baloise Insurance" MobiCall Alarm Server: Voice Processing (IVR), Alarming & Man down, Conference Alarm Server Requirements Voice processing (IVR) - In case the Genesys Call Center is overflowed, the IVR system is taking over the call instead of being redirected to the voic function. - The predefined voice prompts are played. - The customer can choose a voic option. - A holiday schedule can be set up in order to have the customers informed according to the current situation. - Channel recourses are dynamically allocated. Alarming / Man down On the same alarm server as the IVR system is running, the alarm management system is installed. The alarm server notifies the responsible person about the man down alarm and simultaneously displays the last position of the DECT handset which started the alarm on the web-interface (see below) at the reception desk. The attending person then starts the search for the person down manually. Man down alarms are sent from the Ascom MailGate via SMTP trap to the alarm server. If the Ascom IMS/AMS/MailGate system is partly out of order, the Alarm server is notified via a dry contact. Conferencing By calling into the alarms server a conference of the corresponding group is started. The number called defines which predefined group of people is called and put into the conference. Depending on the alarms source, a message is displayed on the DECT handset prior to connecting the handset to the conference. Web Interface The alarm server provides a web interface which can be accessed form the reception desk. All alarm information is sent to the web interface and appear as a pop-up. In case of the man down function the location of the DECT starting the alarm is shown on the floor plans of the building together with the cell information as well as what DECT handsets other than the alarming one are in the same area are displayed. Fax: +41 (0)

2 System Overview In the following is the complete infrastructure shown. MobiCall is labeled "Alarm & Information Management System". Figure 1: System architecture

3 MobiCall Solution Overview The MobiCall solution comprises 3 applications: IVR, Man Down and Conferencing. MobiCall is connected to the Alcatel PABX using a PRI connection licensed for 30 channels. 10 channels are dedicated for the IVR system and 20 channels for the alarms which start a conference launched by telephone. With the contact controller the Ascom IMS/AMS/MailGate system is supervised. If the system is partly down, the contact is closed starting the corresponding alarm. The web interface provides in addition to the basic configuration functionality the DECT localization application showing the floor plan of the buildings and area of the DECT handset which started a man down alarm. The man down alarms are received from the IMS system via SNMP traps. Alarms by phone Conference IMS/AMS/ MailGate contact V.24 PRI Man Down SMTP Trap IVR IP Figure 2: MobiCall overview Short description - Alarm server: MobiCall with conferencing and IVR module - PABX: Alcatel 4400 / OXE - Connection: PRI 30 channels - Interface: SNMP traps - Emergency call: Emergency conference on DECT handsets - Alarming end devices: PSTN and GSM telephones

4 Benefits All required applications (IVR, Man-Down, and Conferencing) are hosted on one platform: MOBICALL All applications are from a different area, call managing, alarming as well as conferencing. MobiCall allowed the customer a diverse set of applications without having to purchase 3 different systems! The MobiCall alarm server was integrated into an existing communication environment which was partially upgraded itself and required a flexible solution which can adjust to future changes to the alarm sources or telephony network.

5 Implementation Voice processing The incoming calls are assigned to corresponding alarm-ins which play the recorded welcome texts according to the weekly and yearly schedule plans. Organization Alarm-Ins The range of the incoming call numbers have been defined from where the first 100 numbers ( ) are reserved for the IVR system. For the required IVR system including the yearly and weekly schedule plans, the following range of alarm-ins has been defined: IVR input and "In Office" welcome texts IVR mapping of the special / different welcome texts Reserved for future extensions (i.e. evacuation, etc.) Using the DDI converter of the alarm server, the first digit (5) of the incoming number is ignored and the first remaining 3 digits is exchanges as follows: 3 with 0 4 with 9 And after an offset of 1000 is added to the converted 3 digit number. This results in the above ranges: : : Conversion logic The following logic had to be included into the configuration of the alarm-ins in order for the correct welcome texts to be played. The challenge was to use only one year planner where all public holidays can be added and one week planner which checks the day and night requirements. The following logic can be used for all incoming calls ( ).

6 Incoming call 5300 Comment Conversion of the incoming calls to the alarm-ins Year planner No public holiday Public holiday During office hours Week planner Outside office hours Offset 800 Message during office Message outside office No public holiday exists in year planner (100), check week planner (100) whether day (no offset) or night (offset 800) Offset to public holiday message Offset 100 Offset 500 Message public holiday Monday... Message public holiday Friday Depending on which offset is defined in the year planner for a given public holiday, the corresponding message is played, when the office will be open again. Figure 3: IVR workflow First it is verified whether it is a public holiday (year planner) or if it is day or night (week planner). The following offsets can be used for different year- and week planner: Offset Message to be played 100 Office open again on Monday 200 Office open again on Tuesday 300 Office open again on Wednesday 400 Office open again on Thursday 500 Office open again on Friday 600 not defined 700 not defined 800 Outside office hours

7 Man Down The man down function is implemented via SNMP traps that are sent from the Ascom IMS system rather than the handset calling automatically into the alarm server. The SNMP trap information contains the DECT number which is extracted by MobiCall and at the same time retrieves the base station information for this particular DECT number. Each Base Station has an alarm assigned which is launched if the DECT number is registered with this base station. The alarm triggered displays the location of the base station on the building plan and calls the reception desk notifying the person about the man down alarm via pre-recorded voice message. Figure 4: DECT localization on web interface

8 Conferencing An alarm is launched by using the keys 1-6 of a telephone keyboard. Each of the keys has a 4 digit number programmed which calls into MobiCall. The DDI converter on the MobiCall server converts the phone numbers to the corresponding alarm input number. Activating one of the alarm inputs launches a conference with a defined group. If an alarm occurs, all current calls of the persons within the groups are immediately interrupted. Afterwards a text is displayed on the DECT describing the alarm and then the handsets are connected into the conference. In addition the groups FIRE and WATER receive an alarm message with the corresponding alarm texts (fire alarm or water alarm). WATER 2 FIRE 1 TEDI 1 3 TEDI 2 3 HOUS 3 TETRA 3 Key Phone 1 Launch: Interrupt current phone calls Display text Connect all DECT to conference 2 Launch: Interrupt current phone calls Display text Connect all DECT to conference Text: FIRE alarm DECT No Launch: Call signaling, no interruption of current calls (knocking) After individual call pick up, connect to conference Text: WATER Figure 5: Workflow launch conference Process Shortcut keys DDI Alarm In - Key 1 FIRE Key 2 WATER Key 3 TEDI Key 4 TEDI Key 5 HOUSESERVICE Key 6 TERA The shortcut key calls a telephone number. The 4 digit number is converted by the DDI converter to an alarm-in number, i.e to 1951 (x4yy 19yy). This alarm-in automatically starts an alarm which starts the parallel conference for the assigned group.