ACP 3.2 Novelties. Edition 01 March, Aastra

Transcription

1 ACP 3.2 Novelties Edition 01 March, 2014 Aastra Mitel 2014

2 Content New features New Aastra light classic interface Calls log SIP encryption Incoming SMS CSTA link for subscriber supervision Subscriber logon/logoff status Forward status and possibility to modify it Mute participant in a conference ACP Anywhere in slideshow view Other evolutions Licensing Requirements and compatibilities Aastra

3 New Aastra light classic interface 3.2A04 Additional new skin with lighter color to improve readability Aastra

4 New Aastra light classic interface Internet Explorer ACP 3.2 supports IE 8.0, IE 9.0, IE 10 and IE 11 > With the latest service pack recommended by Microsoft Firefox Firefox version 24 or later ACP 3.2 supports new versions of Firefox as they arrive: > ESR versions are fully supported > Other versions are supported in "best effort" mode Aastra

5 Content New features New Aastra light classic interface Calls log SIP encryption Incoming SMS CSTA link for subscriber supervision Subscriber logon/logoff status Forward status and possibility to modify it Mute participant in a conference ACP Anywhere in slideshow view Other evolutions Licensing Requirements and compatibilities Aastra

6 Calls log 3.2A04 Calls logs are available in web portal directories: Aastra

7 Calls Log Information is saved in statistics even if the web portal is not connected Customer specific calls log can be added but to ease installation and configuration some are predefined in ACP: Inbound calls Outbound calls Missed calls Aastra

8 Calls log Can be seen as specific directories with additional information: Call type Call time Duration Service With also: > Professional or private call Calendar status Extension status Access to detailed contact card First name, last name, business phone, mobile phone, Aastra

9 Calls log Icons description: ¹ Ringing busy is only available with VTI XML supervision Aastra

10 Calls log Put in Service Requires external replication to LongTermStatistics database Predefined calls log are by default available in the Administrator > Inbound calls > Outbound calls > Missed calls Calls log must be assigned to Users group to be available in the web portal Aastra

11 Calls log Put in Service To easily access it in the web portal, specific tabs must be added Aastra

12 Content New features New Aastra light classic interface Calls log SIP encryption Incoming SMS CSTA link for subscriber supervision Subscriber logon/logoff status Forward status and possibility to modify it Mute participant in a conference ACP Anywhere in slideshow view Other evolutions Licensing Requirements and compatibilities Aastra

13 SIP Encryption 3.2A04 ACP Media Server supports SIP protocol VTIXML protocol is still supported All ACP interfaces can use standard protocols Security enhancement Encryption of voice (SRTP) and signaling (SIP TLS) For following features > Contact center IVR > Conference bridge > Emergency conferences Aastra

14 SIP Encryption Using the SIP protocol for ACP IVR resources Requires HMP 3.0 SU 347 with a specific IP Call Control license > IP Call Control license must be ordered in the same quantity as the Voice license > In addition of other usual HMP licenses: Voice + RTP G711 Enhanced RTP (G723/G729) Conference > But does not require any ACP additional specific licenses Requires A5000 R5.4 SP1 or higher Aastra

15 SIP Encryption ACP SIP IVR support same functionalities as before: Play Voice message > With or without TTS DTMF > RFC 2833 and SIP INFO Record conversation Strapping > Means using IVR and without IVR for a same call Conference Aastra

16 SIP Encryption ACP SIP IVR support also call encryption by using: Trusted certificate > Validated by a known certification authority > Paying service > With, if needed, mutual authentication Self signed certificate > Based on mutual trust > Free Aastra

17 SIP Encryption Put in Service SIP IVR resources must be declared in a hunting group > SIP hunting group instead of VTI/XML A SIP telephony link must be defined in the Administrator > A5000 IP address > A5000 IP port 5060 usually used for UDP and TCP protocol 5061 usually used for TLS Aastra

18 SIP Encryption SIP link properties SIP port > Media server local port used to communicate with A5000 Transport protocol > UDP or TCP (A5000 IP port 5060) > TLS (A5000 IP port 5061) SRTP mode > SRTP only > SRTP preferred > RTP only Aastra

19 SIP Encryption SIP link properties CA certificate > If self signed mode: pbx.crt file Available in A5000 file structure > If trusted mode: ca.crt file Provided by Certification Authorities Other fields are only used in trusted mode with mutual authentication > Means that HMP is also certified > Information provided by Certification authorities or valid in a domain (domain trusted certificate) Aastra

20 Content New features New Aastra light classic interface Calls log SIP encryption Incoming SMS CSTA link for subscriber supervision Subscriber logon/logoff status Forward status and possibility to modify it Mute participant in a conference ACP Anywhere in slideshow view Other evolutions Licensing Requirements and compatibilities Aastra

21 Incoming SMS 3.2A04 SP1 ACP is reachable by SMS Use case examples: > Offer automated SMS services without agent interaction Voting system Call in radio talk show, Radio/TV contests Self-service SMS for receiving information by SMS, , etc. > Let customers converse with agents using SMS Skill-based routing of incoming SMS to contact center agents Agent can reply by SMS, by , by calling back, etc. Incoming SMS are handled like Scripting tool allow automated SMS analysis, replies, etc. Skills-based routing engine is able to distribute SMS to agents Aastra

22 Incoming SMS Incoming SMS are changed in SMS conversion in is done by open source softwares A pre-configured VM doing the conversion is provided > Available on ftp://ftp.aastra-applications.be/tools/kannel > How to install and configure it is explained in ACP manual 4.29 Integration with Kannel for SMS > GSM modem must be installed Sierra Wireless Airlink Fastrack Xtend FXT009 IMAP SMTP SMS MAIL ACP Kannel + Open source mail server Aastra

23 Incoming SMS Incoming SMS are managed like incoming and fax s node are used for SMS distribution > Difference between , fax and SMS is done thanks to MessageType variable 1 2 Fax 3 SMS > Recipient for SMS is a mobile number or Dialing rules are not applied to SMS Aastra

24 Incoming SMS SMS are displayed in the web portal With specific icon With appropriate toolbar Open the SMS Terminate handling the SMS Reply Forward Delete Aastra

25 Incoming SMS SMS can be managed by the agent scripting tool like any other media Aastra

26 Incoming SMS Put in Service First, install the pre-configured VM with Kannel and open source mail server > Available on ftp://ftp.aastra-applications.be/tools/kannel > How to install and configure it is explained in ACP manual 4.29 Integration with Kannel for SMS Then, in Administrator application, there are 3 steps : > Define an profile for incoming SMS Called SMS profile in this presentation > Associate the SMS profile to a Service > Associate SMS mailbox to the Service Last, in Service Manager application: > Put the SMS mailbox in production Aastra

27 Incoming SMS In Administrator application Step 1: Define a SMS profile > Standard profile > User name: sms > Password: aastraacp > Sender address: sms@acp.com > Host name: Kannel IP address > Select also sent and deleted folders used for this SMS profile > Multiple SMS profiles can be defined for a system Aastra

28 Incoming SMS In Administrator application Step 2: Associate the SMS profile to a Service > Service profile is used for incoming s > Service SMS profile is used for SendSMS node Feature that can be used independently > Only 1 SMS profile can be defined per Service Same constraint as for profile Only 1 SMS expedition number per Service Aastra

29 Incoming SMS In Administrator application Step 3: Associate SMS mailbox to the Service > Thanks to Add SMS mailbox button > Multiple SMS mailboxes can be associated to a Service Kannel VM must be adapted A SMS mailbox can only be associated to 1 Service In Service Manager application Put the SMS mailbox in production Aastra

30 Content New features New Aastra light classic interface Calls log SIP encryption Incoming SMS CSTA link for subscriber supervision Subscriber logon/logoff status Forward status and possibility to modify it Mute participant in a conference ACP Anywhere in slideshow view Other evolutions Licensing Requirements and compatibilities Aastra

31 CSTA link for subscriber supervision 3.2A04 SP1 3 different kind of CSTA links are available: Standard > Correspond to CSTA link available in previous ACP versions > A CSTA license is consumed for every subscriber monitored > Can be used with any supported PBX version ACP > Is used to control resources (agent extensions, IVR resources, call pits) Like Standard link > No CSTA licenses are consumed > Requires A5000 R6.1 release or higher Supervision > Is used only for extensions supervision in directories Replace VTIXML link used for intercom supervision > No CSTA licenses are consumed > Requires A5000 R6.1 release or higher Aastra

32 CSTA link for subscriber supervision It is possible to secure main CSTA links by using backup links 2 possibilities: Backup link is dedicated to a main link > Will only be used when the associated main link fails Backup link is not dedicated to a main link > Can be used to secure several main links > Some constraints apply: Supervision link can only be secured by Supervision link Standard/ACP link can only be secured by Standard/ACP link Aastra

33 CSTA link for subscriber supervision In case of main link failure the following rules apply: For Supervision link: 1. The dedicated Supervision backup link is tried then; 2. Undedicated Supervision backup links For Standard/ACP link: 1. The ACP dedicated backup link then; 2. The Standard dedicated backup link then; 3. The ACP undedicated backup link then; 4. The Standard undedicated backup link Aastra

34 Subscriber logon/logoff status 3.2A04 SP1 Subscriber logon/logoff status is available in directories Requires A5000 R6.1 or higher Available if a Supervision CSTA link is used for intercom supervision Indicates if the subscriber is log off from every set Aastra

35 Forward status and possibility to modify it 3.2A04 SP1 In Directories, a new column allows to see if the subscriber extension is forwarded Requires A5000 R6.1 or higher Available if a Supervision CSTA link is used for intercom supervision Indicates the forward status Aastra

36 Forward status and possibility to modify it Information on each forward set for the contact is available in the detailed contact card: Forward type: > Immediate > Busy > No Answer Call origin to which forward applies: > External > Internal > All Destination Aastra

37 Forward status and possibility to modify it Forward can be set or removed from the web portal Depends on users rights Dialing rules are applied to forward destination Allow to define a forward Allow to remove a forward Aastra

38 Forward status and possibility to modify it Put in Service In Administrator application: > Check first that a Supervision CSTA link is used for intercom supervision > Add User groups with appropriate rights Allow supervision: provide access to extensions supervision in directories Allow forward modification: give rights to modify extensions forward status Aastra

39 Content New features New Aastra light classic interface Calls log SIP encryption Incoming SMS CSTA link for subscriber supervision Subscriber logon/logoff status Forward status and possibility to modify it Mute participant in a conference ACP Anywhere in slideshow view Other evolutions Licensing Requirements and compatibilities Aastra

40 Mute participant in a conference 3.2A04 SP1 Possibility to mute/unmute participants in a conference Available for conference organizer only Possibility to select multiple participants Participants on hold are muted automatically Aastra

41 ACP Anywhere in slideshow view 3.2A04 SP1 Possibility to display providers in slideshow mode Classical mode: all providers are displayed at the same time Slideshow mode: each provider is displayed one at a time Aastra

42 ACP Anywhere in slideshow view Display can be customized thanks to the toolbar Switch between classical display mode and slideshow mode Resize provider Define display time if slideshow mode used Aastra

43 Other evolutions 3.2A04 Possibility to generate report from a unified database Reporting Server can generate reports for his server even when statistics are saved in an external unified database (shared among multiple servers) Subscriber extensions in canonical format can be supervised Dialing rules are used to transform canonical phone numbers into internal phone number Aastra

44 Content New features Licensing Requirements and compatibilities Aastra

45 Licensing Incoming SMS No additional specific SMS license To manage incoming SMS without agent interaction > At least 4 multimedia agent licenses are needed To manage incoming SMS with agent interaction > Multimedia agent licenses are needed Note that multimedia license is not necessary for sending outbound SMS and s > Must be completed with agent script licenses if other interactions Aastra

46 Licensing SIP protocol for IVR resources Requires a IP Call Control HMP license > IP Call Control license must be ordered in the same quantity as the Voice license Does not require ACP specific licenses ACP 3.2 includes a new version of TTS engine, Acapela 7.3 Previous versions are not supported anymore Acapela 7.3 Acapela 7.1 You need to buy upgrade licenses if your system is equipped with Acapela TTS engine 6.4 or 7.1 Aastra

47 Licensing Upgrade process has changed compare to previous versions. To upgrade you need to order: Upgrade kit > Reference 81A00177AAA-A > It contains the DVDs and the product version license Upgrade licenses for agents and IVR channels > There is an upgrade license for each initial version > The upgrade license is per unit and has a single unit price No multiple steps with different prices in case of upgrade Aastra

48 Licensing Except upgrade kit and upgrade licenses for agents and IVR channels, no other licenses must be purchased for the upgrade Licenses like inbound calls, agent script, routing script etc. are automatically upgraded Upgrade Conference licenses The upgrade kit item is the only item mandatory > Except if TTS engine is used then it is also needed to buy the TTS licenses No other specific items to order when migrating from ACP 1.2, 2.1 or 3.1 Aastra

49 Content New features Licensing Requirements and compatibilities Aastra

50 Requirements and Compatibilities Server Operating Systems: ¹ Limited to 8 connected users and calls/hour ² With HMP, only Windows Server bits edition is supported Aastra

51 Requirements and Compatibilities Server Microsoft Office: Office 2007, 2010 or 2013 Hardware requirement is the same as ACP 3.1 Please check ACP 3.2 Ordering Guide > Constraints specific to Contact Centre, Web Attendant or IVR > Constraints specific to ACP IP Conference Aastra

52 Requirements and Compatibilities Web Client Browsers: Internet Explorer 8, 9, 10 or 11 On Windows XP, 7 Pro/Ultimate, 8 Pro/Enterprise or 8.1 Pro/Enterprise Vista not supported anymore Firefox: Mozilla Firefox ESR 24 or later ESR versions fully supported Other versions supported in "best effort" mode On all Windows and Linux OS supported by Firefox Aastra

53 Requirements and Compatibilities Virtualization Virtualization support for VMware ESXi Versions 5.0, 5.1 and 5.5 Versions 3.5 and 4.x not supported anymore OS/VMware compatibilities summary with HMP HMP 3.0 must be upgraded to Service Update 347 to be virtualized Aastra

54 Requirements and Compatibilities Virtualization + TTS OS/VMware compatibilities summary with HMP and TTS Only Acapela TTS 7.3 is supported with ACP 3.2 Acapela 7.3 Acapela 6.4 or 7.1 Aastra

55 Requirements and Compatibilities Virtualization Main VMware supported features depending on version: Aastra

56 Requirements and Compatibilities Telephony Compatible with Aastra 5000 R5.2 Aastra 5000 R5.3 Aastra 5000 R5.4 Aastra 5000 R6.1 Main constraints SIP connectivity requires A5000 R5.4 SP1 or higher CSTA link for subscriber supervision requires A5000 R6.1 or higher Subscriber logon/logoff and Forward status requires A5000 R6.1 or higher Aastra

57 Requirements and Compatibilities IT Environment Messaging servers: Exchange 2007 SP1, 2010 or 2013 Lotus Domino 8, 8.5 or 9 Database servers for statistics: SQL Server 2005, 2008 or 2012 SQL Studio management has been included in ACP setup Web Portal can be deployed in Microsoft Remote Desktop Services (RDS) and Citrix XenApp environments: RDS Windows 2008 R2, Windows 2012 and Windows 2012 R2 Citrix XenApp 6.5 Aastra

58 Thank you Aastra