S/W Architecture Server Avaya ACD programmed via IP Office manager program and Voic pro Supervisor

Transcription

1 S/W Architecture Server: ACD system cnfiguratin Avaya ACD prgrammed via IP Office manager prgram and Vic pr Supervisr: web-based management/cnfiguratin f call center (e.g. Call ruting) Avaya system is a call reprter n call ruting can be cnfigured, this is cmpleted by the IP Office system Reprting: web-based call center statistics (call, grup 1, agent, etc.) Avaya Call Center View Wallbard: call center activity mnitring mdule Avaya PC Wallbard Agent: client prgram fr call center agent Phne Manager Pr RAD (Recrded Annuncement Device): playing wait cmfrt message t waiting callers Vic Lite Fr playing vice prmpts, the ACD can use either f RAD (Recrded Annuncement Device) r IVR (Interactive Vice Respnse). The RAD is cnceptually a light-weight IVR which plays wait cmprt messages nly. IVR prvides advanced features such as self-menu, callback, DTMF detectin, and call recrding. Fr mre infrmatin n IVR, refer t the IVR V1.5 Feature List. The Avaya equivalent will be the vic lite fr basic messages, r the full IVR will be prvided via the vic pr.

2 Avaya's Cmpact Cntact Center (CCC) prvides the user with the necessary tls t facilitate the management f call traffic. The diagram belw shws the cncept: [Figure 1] ACD Architecture

3 Varius call ruting ptins Supervisr Ruting by CLI Avaya via IP Office grup prgramming Ruting by DID Avaya via IP Office grup prgramming Ruting by IVR Avaya by Vic Pr Ruting by Day/Date/Time Avaya via IP Office grup prgramming Call verflwing Avaya via IP Office grup prgramming Skill-based ruting Avaya via IP Office grup prgramming (limited capability) System management thrugh web Avaya via IP Office Prgramming/Vic Pr Call center management thrugh web Grup management Create/Mdify Agent assignment Cmpletin cde assignment Avaya via IP Office prgramming Ruting cnfiguratin Avaya via grup prgramming Schedule management Centralized agent management Agent status mnitring Avaya Call Center View Messaging Avaya Call Center View Frced-lgging Blending Callback list distributin Multi-grup lgin up t 8 grups Avaya nly limited by size f database Phne-nly agent Avaya by Phne Manager Pr IP Custmizable break type Call mnitring by queue, agent, IVR,

4 Agent Wallbard Ppup windw with custmer infrmatin n call arrival Avaya Phne Manager Pr Cnvenient call handling Answer/Hld/Transfer/Cnference DND/Aut Answer/Cmpletin Cde Avaya Phne Manager Pr Cnversatin recrding Avaya Phne Manager Pr Emergency assistance request Call Center activity mnitring (agent, grup and calls) Avaya Client Wallbard Prvides call center mnitring at ne peak. (See Figure 3) Server activity mnitring Call statistics (Inbund, utbund, IVR), agent statistics Grup activity mnitring Agents statistics, multi grup infrmatin, call statistics Agent activity mnitring Status, elapsed time per status, call statistics Max 10 views and max 24 items per view (view: a set f mnitring item) Alarming clr and lg Messaging Adjustable data reset interval Avaya PC Wall bard manager 2.5 Reprting Grup/Agent statistics Agent Perfrmance Call service rate Elapsed time per status (Break, Available, etc.) Lg In/Out Call statistics Callback/VIP/IVR call Exprting t Excel Avaya Call Center View

5 2.6 RAD (Recrded Annuncement Device) Light-weight IVR which prvides the minimal functinalities required fr playing wait cmfrt messages nly Envirnment settings Cmfrt message registratin and executin per grup ID Avaya Vic Lite q annuncements nly Pended Features This chapter describes the features t be cnsidered in the future release. Server/Supervisr Multi-switch feature enhancement (up t eight) Campaign (Outbund) feature enhancement Survivability VIP level per CLI/DID Dynamic wait cmfrt message interval ACD DB imprt/exprt thrugh web Agent call mnitring (recrd, intrude, jin, pick up, hld) channel feature Reprting Supprt fr Crystal Reprt Avaya Reprt Manage Summary reprt per switch Trunk usage Autmatic reprt delivery Agent Phne-bk plug-in (e.g. Outlk, GldMine, ACT) Web-based Agent Thin client Agent Greeting per agent Prgrammable agent s initial lgin status Wallbard Adjustable data reset interval per grup Lg f # times when the alarm threshld is exceeded Average abandn time Alarm ntificatin via mail r pager/sms

6 Hw the Avaya Wrks Call Ruting All ACD ruting is cmpleted by the IP Office telephne system, this is cnfigured within grup prgramming: The UCD grup is limited t : Linear/Hunt Mde: Each extensin is rung in rder, ne after the ther, starting frm the first extensin in the list each time. Circular/Rtary Mde: Each extensin is rung in rder, ne after the ther. Hwever, the last extensin used is remembered. The next call received rings the next extensin in the list. Idle/Mst Idle Mde: The extensin that has been unused fr the lngest perid rings first, then the extensin that has been idle secnd lngest rings, etc. S fr instance if yu wish t have skills based ruting yu wuld have t set up multiple grups

7 Queuing Messages Queuing messages are prvided by either: Vic lite this gives 1 st and 2 nd queuing message r Vic Pr Multiple message/time in queue/aa/ database screen pp:

8 Client Sftware The client will use an applicatin called Phne Manager Pr in Agent mde when using the ACD. With this applicatin yu can lg in/ut f the relevant grups and set yur phne int different states: Agent Mde peratin which allws the user t perfrm cntact center functinality withut needing a specially designed cntact center telephne, fr example ne with dedicated keys such as lg n/ff. Yu can als easily activate Accunt cdes (during r befre the call) thrugh the Accunt Cdes tab which allws the user t tag the call with an alphanumeric accunt cde via a single-click. Agent-mde users can set their phne n Busy r Wrap-Up and select which hunt grup they are member f via simple buttn clicks. Busy Wrap Up Select Grup membership Busy Nt Available Start and Stp Call Recrding If yur Phne Manager Pr is als VIP enabled, then yu can act as a cntact center agent entirely thrugh yur PC Queue mnitring allws yu t mnitr the number f calls waiting n up t 2 queues.

9 VC Cmments and cmparisns frm meeting with Lake Technlgy 09/08/07 Lake Technlgy is a Platinum Samsung reseller that als sells the Avaya IP Office fr all Call Centre applicatins. They have demnstrated a gd understanding f the Avaya systems and are skilled in the deplyment int the call centre envirnment. 1. The IPO has similar ruting capabilities t the UCD functinality f the OfficeServ system, the IPO, the Avaya system uses 3 applicatins t prvide the rest f the majr call centre functins, Cmpact Cntact Centre Manager (CCC) prvides real time reprting and wall bard functins, Phne Manager Pr prvides the agent lg in/lg ut and BLF functins. The third applicatin is its Vice Mail Pr sftware that has built in IVR capability as standard and the ability t add TTS, this gives the equivalent f ur prpsed IVR system. 2. Avaya recmmends that fr systems ver 5 agents a SQL server is used, in practice Lake stated that they always use MSDE and nly n very few ccasins have installed SQL, even large very busy sites are running n MSDE. 3. Avaya has a limit f 82 agents. 4. Real time reprting is nly available n licensed extensins and nt acrss the whle f the system. 5. The ability t deply the Avaya system n a Cytrix netwrk was unclear, initially the statement was that it wuld nt wrk but later this was retracted and it was stated that it wuld wrk. I d nt think that Lake have tried t deply this slutin in the Cytrix envirnment. 6. The Avaya system has a limit f 30 channels f VM Pr, this has nt been an issue fr all nrmal VM and Call Centre requirements with the exceptin f call recrding, when this is required Lake use an external 3 rd party slutin frm Oak Telecm. Our capacity limitatins fr IVR and IP-UMS will nt be a prblem 7. The initial reactin t just being able t lg int 3 grups as an agent was seen t be restrictive, hwever as the ACD is capable f skills based ruting this restrictin was then seen as nt a prblem. 8. The Avaya system cannt alpha tag DDI calls, this is a prblem n the Avaya system hwever Avaya is just in the prcess f releasing a new versin f sftware that gives this extra functinality.

10 9. Avaya des nt have a dialer functin, this was seen as a big advantage f the Samsung slutin. Als the Outbund wall bard capability t match the dialer mdule 10. The Avaya wallbard has a functin that is seen as very gd, it can trigger a message t be displayed such as t warn f an agent nt cming ut f wrap-up after a pre-determined time. The ability t trigger persnalized alarms (agent name) is a gd differentiating feature. 11. The Avaya system cannt perate a call centre ver multiple sites. As the Samsung ACD can perate in this way this again was seen as a pprtunity fr Samsung. Avaya hwever can ht desk ver multiple sites which is a benefit ver the Samsung system. 12. There were 2 clear messages frm the meeting, the Avaya system s strengths were in the real time reprting tls and the easy install with simple t fllw installatin screens n the IPO and bject based prgramming f the VM (similar t the IVR). We must d ur best t make the installatin prcess as simple as pssible. In cnclusin We already have all the cmpnents t be successful. 1. OS7000 series platfrm with simple ACD ruting (UCD) and real time reprting (CMS- ACD) with ad-hc vice recrding (SVMi-20) r full vice recrding (CMS-VR) 2. The additin f ACD and IVR adds all f the missing cmpnents t match the Avaya slutin and adds further features, the majr nes being skills based ruting, utbund dialer and wallbard, larger capacity, higher capability f the ruting engine. 3. We have a prgressin f system t cver infrmal call centers using the system with CMS-ACD and the frmal call centre using the system with ACD/IVR, infrmal call centers that require the features f the ACD and IVR slutins will als have this available. This allws us t price the ACD and IVR functins apprpriately accrding t the crrect market and nt t under price them t cmpete with lw end prducts frm ther manufacturers. We must ensure a gd installatin and cnfiguratin experience fr the installatin engineers, this is the first step in making sure we get a successful prduct.