Avaya Aura Ca Center Eite Mutichanne Overview Reease 6.2.3/6.2.5 March 2013
2013 Avaya Inc. A Rights Reserved. Notice Whie reasonabe efforts were made to ensure that the information in this document was compete and accurate at the time of printing, Avaya Inc. can assume no iabiity for any errors. Changes and corrections to the information in this document might be incorporated in future reeases. Documentation discaimer Avaya Inc. is not responsibe for any modifications, additions, or deetions to the origina pubished version of this documentation uness such modifications, additions, or deetions were performed by Avaya. Customer and/or End User agree to indemnify and hod harmess Avaya, Avaya's agents, servants and empoyees against a caims, awsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deetions to this documentation to the extent made by the Customer or End User. Link discaimer Avaya Inc. is not responsibe for the contents or reiabiity of any inked Web sites referenced esewhere within this documentation, and Avaya does not necessariy endorse the products, services, or information described or offered within them. We cannot guarantee that these inks wi work a the time and we have no contro over the avaiabiity of the inked pages. Warranty Avaya Inc. provides a imited warranty on this product. Refer to your saes agreement to estabish the terms of the imited warranty. In addition, Avaya s standard warranty anguage, as we as information regarding support for this product, whie under warranty, is avaiabe through the Avaya Support Web site: http://www.avaya.com/support License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE http://support.avaya.com/licenseinfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a icense within the scope of the icense types described beow. The appicabe number of icenses and units of capacity for which the icense is granted wi be one (1), uness a different number of icenses or units of capacity is specified in the Documentation or other materias avaiabe to End User. "Designated Processor" means a singe stand-aone computing device. "Server" means a Designated Processor that hosts a software appication to be accessed by mutipe users. "Software" means the computer programs in object code, originay icensed by Avaya and utimatey utiized by End User, whether as stand-aone Products or pre-instaed on Hardware. "Hardware" means the standard hardware Products, originay sod by Avaya and utimatey utiized by End User. License type(s) Concurrent User License (CU). End User may insta and use the Software on mutipe Designated Processors or one or more Servers, so ong as ony the icensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its soe discretion, bases the pricing of its icenses and can be, without imitation, an agent, port or user, an e-mai or voice mai account in the name of a person or corporate function (e.g., webmaster or hepdesk), or a directory entry in the administrative database utiized by the Product that permits one user to interface with the Software. Units may be inked to a specific, identified Server. Copyright Except where expressy stated otherwise, the Product is protected by copyright and other aws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a crimina, as we as a civi, offense under the appicabe aw. Third-party components Certain software programs or portions thereof incuded in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or imit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that appy to them is avaiabe on the Avaya Support Web site: http://support.avaya.com/thirdpartylicense/ Preventing to fraud "To fraud" is the unauthorized use of your teecommunications system by an unauthorized party (for exampe, a person who is not a corporate empoyee, agent, subcontractor, or is not working on your company's behaf). Be aware that there can be a risk of to fraud associated with your system and that, if to fraud occurs, it can resut in substantia additiona charges for your teecommunications services. Avaya fraud intervention If you suspect that you are being victimized by to fraud and you need technica assistance or support, ca Technica Service Center To Fraud Intervention Hotine at +1-800-643-2353 for the United States and Canada. For additiona support teephone numbers, see the Avaya Support Web site: http://www.avaya.com/support Trademarks Avaya and the Avaya ogo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. A other trademarks are the property of their respective owners. Downoading documents For the most current versions of documentation, see the Avaya Support Web site: http://www.avaya.com/support Contact Avaya Support See the Avaya Support Web site: http://support.avaya.com for product notices and artices, or to report a probem with your Avaya product. For a ist of support teephone numbers and contact addresses, go to the Avaya Support Web site: http://support.avaya.com, scro to the bottom of the page, and seect Contact Avaya Support.
Contents Preface........................................... 5 Purpose............................................ 5 Intended Audience...................................... 5 Reated documents..................................... 5 Support.......................................... 6 Chapter 1: Introduction..................................... 7 Mutimedia Overview.................................... 9 Interoperabiity matrix.................................... 10 Chapter 2: Components..................................... 11 Ca Center Eite Mutichanne Desktop.......................... 11 Supervisor........................................ 13 Ca Center Eite Mutichanne Contro Pane....................... 14 Ca Center Eite Mutichanne Reporting......................... 16 Historica reports.................................... 17 Reatime reports..................................... 17 Chapter 3: Database and server components......................... 19 ASContact Database..................................... 19 Appication Management Service.............................. 20 License Director....................................... 23 Ca Routing Server..................................... 25 Configuration Server.................................... 26 Task Director......................................... 27 Interaction Data Service................................... 29 TTrace System........................................ 30 Attributes of TTrace................................... 31 Ca Recording........................................ 31 Voice Porta Config Server................................. 32 Media Director........................................ 32 Media Proxy......................................... 32 Virtua Agent......................................... 33 Virtua Agent Web Service............................... 33 Support for Diaog Designer (Avaya IR/Voice Porta)................. 33 Outbound Worker.................................... 34 XML Server.......................................... 34 Media Stores......................................... 34 Preview Contact Media Store.............................. 34 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 3
Contents Simpe Messaging Media Store............................. 35 Emai Media Store.................................... 36 Voice Media Store.................................... 36 Media Gateways....................................... 39 Web Chat Gateway.................................... 39 MSN Messenger Gateway................................ 39 AOL-ICQ Instant Messenger Gateway......................... 39 Communicator Gateway................................. 39 Short Message Service Gateway............................ 40 XMPP Gateway...................................... 40 Pug-ins............................................ 41 Rues Pug-in....................................... 41 Script Pug-in....................................... 42 SOAP Pug-in....................................... 43 SQL Pug-in....................................... 44 Communication Manager (CM) Pug-in......................... 45 Chapter 4: Deveoper...................................... 47 Index........................................... 49 4 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Preface This section contains the foowing topics: Purpose on page 5 Intended Audience on page 5 Reated documents on page 5 Support on page 6 Purpose The purpose of this guide is to provide an overview of the Ca Center Eite Mutichanne Feature, which is being offered as a Feature Pack with Avaya Aura Ca Center Eite Mutichanne Reease 6.2.3/6.2.5. Intended Audience This guide is intended primariy for customers using the Ca Center Eite Mutichanne Feature. You can use this guide as an information source for components, servers, databases, gateways, and pug-ins that the Ca Center Eite Mutichanne Feature provides. Reated documents You can aso refer the foowing documents in the Ca Center Eite Mutichanne Feature documentation set: Avaya Aura Ca Center Eite Mutichanne Desktop User Guide: This guide provides information about Ca Center Eite Mutichanne Desktop interface and how an agent can hande muti-media work items using the Desktop interface. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 5
Preface Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide: This guide provides information about the Ca Center Eite Mutichanne Contro Pane interface and how you can view, configure, and manage the servers, databases, and services using the Contro Pane interface. Avaya Aura Ca Center Eite Mutichanne Reporting User Guide: This guide provides information about the Ca Center Eite Mutichanne Reporting interface and how you can view detaied reports of customers, agents, and work items. Avaya Aura Ca Center Eite Mutichanne Instaation Guide: This document provides prerequisites, instaing, and configuring instructions of various components, such as servers, media stores, gateways, databases in the Ca Center Eite Mutichanne Feature. Support Visit the Avaya Support website at http://support.avaya.com for the most up-to-date documentation, product notices, and knowedge artices. You can aso search for reease notes, downoads, and resoutions to issues. Use the onine service request system to create a service request. Chat with ive agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additiona expertise. 6 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Chapter 1: Introduction Avaya Aura Ca Center Eite Mutichanne works on Microsoft Windows operating system. Companies can use the Ca Center Eite Mutichanne Feature to change one-dimension ca centers into powerfu muti-media contact centers. Using the phantom ca capabiity feature supported by Avaya Communication Manager switches in Ca Center Eite Mutichanne 6.2, agents can communicate through various options, such as phone, emai, text, or instant messaging. Whether your customer ikes sending messages from the phone, sending emais, or chatting over the internet, their method of communication wi be treated exacty the same as a traditiona phone ca, which wi be paced in a priority queue and distributed to an agent with reevant skis and knowedge. The agent can repy using the same method of contact, conducting a hepfu conversation, just ike you woud expect over the phone. Easy to impement and simpe to use, Ca Center Eite Mutichanne aso deivers: Out-of-the-box desktop appications for supervisors Framework appications, incuding inteigent routing, interaction data and centraized configuration Outbound preview diaing, either automated or agent-initiated Powerfu appication deveopment toos for compete customization and integration Simpe and fast wizards for desktop screen pop-ups and routing rues The components of Ca Center Eite Mutichanne fa into the foowing major categories: Desktop Server Ca Center Eite Mutichanne Desktop Supervisor Ca Center Eite Mutichanne Reporting Ca Center Eite Mutichanne Contro Pane Appication Management Director License Director Ca Routing Configuration Task Director Media Director Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 7
Chapter 1: Introduction XML Virtua Agent Voice Porta Config Ca Recording Config Service Interaction Data Service - Interaction Data Server - Mutimedia - Interaction Data Server - Voice and Presence - Interaction Data Server - View Media Stores - Preview Contact - Simpe Messaging - Emai - Voice Gateways - Web Chat - MSN Messenger - AOL-ICQ Instant Messenger - Communicator - Short Message Service - XMPP Pug-ins - SQL - Rues - SOAP - Script Trace System - TTrace Consoe - TTrace Config - TTrace Log2Zip Databases - ASContact Deveoper - Deveoper 8 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Mutimedia Overview Mutimedia Overview Ca Center Eite Mutichanne mutimedia technoogy uses the phantom ca capabiities of your switch to deiver non-voice work items to contact center agents. Phantom cas are those generated by a CTI (Computer Teephony Integration) appication that have no physica station as the originating point. The mutimedia suite bends emai and web-based customer inquiries with inbound teephone cas. It aso distributes internay hed customer records to agents, prompting them to initiate contact with customers by phone. Emai inquiries and outbound ca requests can be controed to coincide with different shifts, quieter times of the day (ow-peak ca times) and times of the day when it is easier to contact customers. Mutimedia technoogy aows you to give queuing priority to inquiries from specia customers. It aso aows you to reject messages from certain customers. Mutimedia work items are generated and distributed using the foowing Ca Center Eite Mutichanne products: Media Director Media Proxy Emai Media Store Preview Contact Media Store Simpe Messaging Media Store MSN Messenger Gateway AOL-ICQ Instant Messenger Gateway Web Chat Gateway Short Message Service Gateway An agent can view the mutimedia work items using the Ca Center Eite Mutichanne Desktop interface. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 9
Chapter 1: Introduction Interoperabiity matrix Avaya Aura Ca Center Eite Mutichanne, Reease 6.2.3/6.2.5 supports the foowing Avaya products: Product Name Reease No. Avaya Aura Appication Enabement Services 5.2, 6.1, 6.2 Ca Center Eite 4.0, 5.0 Avaya Aura Ca Center Eite 5.2, 6.0, 6.2 Communication Manager 4.0, 5.2 Avaya Aura Communication Manager 5.2.1, 6.2 Ca Management System 15.0, 16.1, 16.3 Voice Porta 5.1 Avaya Aura Experience Porta 6.0 10 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Chapter 2: Components This chapter provides information about the Avaya Aura Ca Center Eite Mutichanne Mutichanne components, sub-components, and their functions. This section contains the foowing topics: Ca Center Eite Mutichanne Desktop on page 11 Ca Center Eite Mutichanne Contro Pane on page 14 Ca Center Eite Mutichanne Reporting on page 16 Ca Center Eite Mutichanne Desktop Ca Center Eite Mutichanne Desktop is the fagship desktop component for presenting mutimedia work items to agents. Ca Center Eite Mutichanne Desktop uses pug-ins to give agents a they need on one screen. Without eaving the Ca Center Eite Mutichanne Desktop interface, agents can: receive and repy to work items from customers who make contact using: teephone emai web chat MSN Messenger AOL or ICQ Instant Messenger simpe message service (SMS) record specific, work item-reated notes as we as genera, session-reated notes work quicky and efficienty by inserting auto text, spe checking their work and printing work items view the conversation history of the customer they are deaing with search a directory for a phone number or emai address view rea-time statistica information on their persona work performance monitor the teephone activity of other ca center agents or staff they work cosey with. record their conversation with the customer and repay the recorded cas ater Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 11
Chapter 2: Components Ca Center Eite Mutichanne Desktop aso distributes internay hed customer records to agents, prompting them to initiate contact with customers by phone. In the Ca Center Eite Mutichanne Desktop interface, agents can access the externa appications, such as Internet Exporer and Microsoft CRM without minimizing their work screen. However, you can configure Ca Center Eite Mutichanne Desktop to run the externa appications in a separate window. Ca Center Eite Mutichanne Desktop aso offers a compete range of teephony functions by which agents can use their screen and mouse to: Make a ca Answer a ca End a ca Hod a ca Divert cas Send DTMF tones Transfer a ca Conference a ca with up to six members Drop yoursef or another party from a conference ca Forward a incoming cas to voicemai or another extension 12 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Ca Center Eite Mutichanne Desktop Record a ca Repay the recorded ca What's more, if your company chooses to integrate Avaya icarity with Ca Center Eite Mutichanne Desktop, agents can compete their teephony tasks using voice over IP functionaity. When an agent makes or receives a ca, agents can speak to and hear the other party through a headset connected to their PC or the buit-in microphone and speakers of the PC. Ca Center Eite Mutichanne Desktop is avaiabe in foowing anguages. Simpified Chinese French German Itaian Russian Lat-Spanish Portuguese (Braziian) Supervisor Supervisor is a pug-in avaiabe with Ca Center Eite Mutichanne Desktop. Using the Supervisor pug-in, contact center supervisors can monitor the ca activity of a group of ten or ess agents. Supervisor can aso: See an agent's request for hep Join a ca as an observer (the supervisor can hear the conversation but the agent and customer cannot hear the supervisor) Join a ca as a coach (ony the agent can hear and tak to the supervisor) Join a ca as a participant (the agent and customer can hear and tak to the supervisor) View the current state of each agent Record a ca Repay the recorded ca Connecting to the Interaction Data Server - Voice and Presence, supervisors can: View statistics on the average ength of time an agent is spending in After Ca Work (ACW) and Avaiabe modes View statistics on the number of cas the agent has taken Send text-based messages to agents Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 13
Chapter 2: Components Send ca-reated data to the Interaction Data Server - Voice and Presence and agents Supervisor dispays data in a simpe tree-view and uses coor coding to communicate information about agents and cas. Agent names are derived from the appication's configuration if no agent name has been associated with the station in the switch. If an agent name has been specified in the switch, then that name takes precedence. Ca Center Eite Mutichanne Contro Pane Ca Center Eite Mutichanne Contro Pane is the user interface that aows you to configure and manage a Ca Center Eite Mutichanne media stores, License Directors, XML Servers and Media Directors. It aso aows you to add and manage data in the ASMediaStore and ASContact databases. 14 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Ca Center Eite Mutichanne Contro Pane Ca Center Eite Mutichanne Contro Pane receives information from the Appication Management Director, an appication that runs in a Microsoft server environment and gathers status and heath information about Ca Center Eite Mutichanne servers. Ca Center Eite Mutichanne Contro Pane connects to Appication Management Director to dispay that information in graphica tree structure. Connections to Appication Management Director are estabished either by muticast functionaity or the pre-configured data from the configuration set or both. When a connection is estabished to Appication Management Director, Ca Center Eite Mutichanne Contro Pane indicates that it is a management interface and asks the Appication Management Director to send a compete ist of avaiabe information. The contro pane receives a coection of XML documents that aow it to accuratey dispay that information within a hierarchica node structure. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 15
Chapter 2: Components Ca Center Eite Mutichanne Reporting Ca Center Eite Mutichanne Reporting aows you to visuay evauate the activity of your Ca Center Eite Mutichanne contact center. It is an easy-to-use reporting appication for managers and administrators, who want to examine a facets of their mutimedia environment, incuding: Which customers make contact How customers make contact How often they make contact How customers are treated (e.g. how ong they wait for their inquiry to be answered) How you coud restructure your staffing according to the busiest periods of the day How successfu various methods of contact are (emai vs. simpe messaging vs. voice) How we agents are meeting expected eves of service How ong agents are taking to compete a task How ong agents are taking on the phone How ong customers wait for their ca to be answered before hanging up How many work items are being suspended and why How work codes are being appied How we your mutimedia system is performing, for exampe: How ong work items are spending at certain phases of the work fow process How many work items some queues are processing How many cas some VDNs are processing How busy some stations are Ca Center Eite Mutichanne Reporting aso aows you to evauate the detais behind your mutimedia activity, such as programs and schedues that governs when and how a work item fow through your ca center. Ca Center Eite Mutichanne Reporting provides the same functionaity as Ca Center Eite Mutichanne Desktop, with the addition of the Reporting functionaity. So it is not necessary to insta both appications on each system. Agents requiring desktop functionaity can insta ony Ca Center Eite Mutichanne Desktop whie Agents/Supervisors requiring the reporting functionaity can insta ony Ca Center Eite Mutichanne Reporting. Microsoft's SQL Server Reporting Services is now the reporting patform for Ca Center Eite Mutichanne. This ays the foundation for a more standards orientated mechanism for custom report design and deivery. Ca Center Eite Mutichanne Reporting is an easy-to-use and hepfu appication that produces comprehensive reports on a major facets of a mutimedia contact center environment. It renders a wide range of both historica and reatime reports that are essentia for optimization of the contact center. 16 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Ca Center Eite Mutichanne Reporting Ca Center Eite Mutichanne Reporting generates the foowing types of reports: Historica reports Agent: Agent Attendance, Agent Graphica Time Spent Daiy, Agent Group Attendance, Agent Login-Logout (Ski), Agent Spit Ski, Agent Summary Interactions: Conversations And Interactions, Customer Statistics, Customer Statistics - Order By Agent Outcomes: Queue Service Leve, Work Code Programs And Schedues: Program Interactions, Program Interactions - Date Detais, Program Interactions - Date Detais (Order By Agent), Program Schedues, Program Schedues - Daiy And Weeky Schedues, Program Schedues - Monthy And Yeary Schedues, Program Statistics, Program Status Spit Ski: Spit Ski, Ca Profie (Graphica), Spit Ski Service Leve (Graphica), Spit Ski Summary, System Report VDN: Ca Profie, Ca Profie (Graphica) Reatime reports Agent Reports: Reatime Agent Status - State, Reatime Agent Status - State (Order by agent), Reatime Agent Status - Statistics, Reatime Agent Status - Statistics (Order by agent) Device Reports: Reatime Device Status Queue Reports: Reatime Queue Status - Count Statistics, Reatime Queue Status - State, Reatime Queue Status - Time Statistics VDN Reports: Reatime VDN Status Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 17
Chapter 2: Components 18 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Chapter 3: Database and server components This chapter provides information about the foowing databases and server components avaiabe in the Avaya Aura Ca Center Eite Mutichanne Mutichanne: ASContact Database on page 19 Appication Management Service on page 20 License Director on page 23 Ca Routing Server on page 25 Configuration Server on page 26 Task Director on page 27 Interaction Data Service on page 29 TTrace System on page 30 Ca Recording on page 31 Voice Porta Config Server on page 32 Media Director on page 32 Media Proxy on page 32 Virtua Agent on page 33 XML Server on page 34 Media Stores on page 34 Media Gateways on page 39 Pug-ins on page 41 ASContact Database In Ca Center Eite Mutichanne, the ASContact database is the repository of a the contact information. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 19
Chapter 3: Database and server components Ca Center Eite Mutichanne uses ASContact Database to identify peope and to understand how it shoud communicate with them. Ca Center Eite Mutichanne refers to ASContact Database for a its contact-focused activities; no contact specific data is hed esewhere in Ca Center Eite Mutichanne. Instead, other Ca Center Eite Mutichanne databases hod a contact's ContactId (a key that uniquey identifies a contact within Ca Center Eite Mutichanne, and potentiay, beyond it) to ink contact data in ASContact Database. We appreciate that many organizations prefer to store their contact data in databases externa to Ca Center Eite Mutichanne. So ASContact Database comes with a Contact Gateway that can point directy to externa data, and then use it as if it were its own. In this mode Ca Center Eite Mutichanne never updates the externa data. However once the gateway is in pace, the externa data participates fuy as contact data within Ca Center Eite Mutichanne. The ASContact database provides a the features of previous ActiveContact database in Ca Center Eite Mutichanne. Use the migration script to move existing contact data in ActiveContact Database to ASContact Database. As ASContact database accumuates history and detai about its contacts, Ca Center Eite Mutichanne wi increasingy offer communication taiored specificay to contact preferences, and to their vaue to your organization. Appication Management Service The management and monitoring of a Ca Center Eite Mutichanne media stores, License Directors, XML Servers and Media Directors is accompished by the Appication Management Service. This service enabes you to: View the status of servers Configure servers in rea time Manage servers Gather statistics In addition, the Appication Management Service aows you to add and manage the foowing data in the ASMSContro Database: Programs Schedues AutoText Priority contacts Denied contacts Aowed contacts 20 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Appication Management Service The Appication Management Service consists of two components: Appication Management Director: An appication that runs in a Microsoft server environment and gathers status and heath information about Ca Center Eite Mutichanne servers. Ca Center Eite Mutichanne Contro Pane: A component buit using.net Framework that connects to Appication Management Director to dispay the state of currenty avaiabe servers. Using the consoe, a user can view and change configuration and operation information about currenty monitored servers. Note: Note: This document discusses the configuration of the Appication Management Director. For information on configuring and operating Ca Center Eite Mutichanne Contro Pane, see Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 21
Chapter 3: Database and server components When Appication Management Director starts up, it opens a connection to a running Ca Center Eite Mutichanne media stores, License Directors, XML Servers and Media Directors it finds on the network. It asks those appications to forward information reating to their configuration and operation. Ca Center Eite Mutichanne Contro Pane then dispays that information in graphica tree structure. Connections to Appication Management Director are estabished either by the muticast functionaity or via the pre-configured data from the configuration set or both. When a connection is estabished to Appication Management Director, Ca Center Eite Mutichanne Contro Pane indicates that it is a management interface and asks the Appication Management Director to send a compete ist of avaiabe information. The consoe receives a coection of XML documents that aow it to accuratey dispay that information within a hierarchica node structure. 22 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
License Director License Director License Director is a centra repository for a Ca Center Eite Mutichanne run-time icenses. License Director po the icenses from the WebLM server, which can be configured in the Ca Center Eite Mutichanne Contro Pane. For more information, see Avaya Aura Ca Center Eite Mutichanne License Director User Guide. License Director manages icensing by accepting icense requests from Ca Center Eite Mutichanne appications. It ony issues the number of icenses that have been purchased or made avaiabe for tria. If the number of icenses requested exceeds the number purchased, the request is denied. The number of purchased run-time icenses are encrypted in a icense key. There are foowing types of icense keys: Ca Center Eite Mutichanne Voice. Required by: Ca Center Eite Mutichanne Desktop (when used for its voice functionaity ony) Supervisor (for the number of supervisors using Supervisor) XML Server (for the number of cient appications that connect to XML Server) Appications buit using Deveoper (for the number of users) Note: Note: Note: You wi ony ever be issued with one Ca Center Eite Mutichanne Voice icense key, which wi cover a the voice appications you wish to run within your ca center environment. If you ever wish to add an extra voice appication, your existing icense key wi be upgraded to accommodate the additiona run-time icenses. Ca Center Eite Mutichanne Mutimedia. Required by Ca Center Eite Mutichanne Desktop. To use Ca Center Eite Mutichanne Desktop's fu range of functionaity (voice, mutimedia and reporting), you need to buy one Ca Center Eite Mutichanne Mutimedia icense key with enough run-time icenses to cover the number of agents using Ca Center Eite Mutichanne Desktop and one Ca Center Eite Mutichanne Voice icense key with the same number of run-time icenses. Ca Center Eite Mutichanne IVR. Required by Virtua Agent for the number of IVR ports it is configured to monitor. Ca Center Eite Mutichanne MS-CRM. Required by MS CRM Connector. To use MS CRM Connector, you need to buy one Ca Center Eite Mutichanne MS-CRM icense key. This icense key covers as many agents using MS-CRM connector, as the number of run-time voice icenses. Note: According to the design, Ca Center Eite Mutichanne does not have uncounted icenses. Therefore MS-CRM icense fie is modified to add voice icense count if the Voice icense is present. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 23
Chapter 3: Database and server components License Director has no direct user interaction once it has been instaed. License information is added, deeted and modified using the WebLM server. For more information, see Avaya Aura Ca Center Eite Mutichanne License Director User Guide. 24 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Ca Routing Server Ca Routing Server The Ca Routing Server enabes inteigent ca routing for inbound cas. The routing is based on received ca data matched with customer information, contact center statistics or agent avaiabiity. The Ca Routing Server monitors VDNs, registers for routing services, receives ca events, issues routing instructions, and oads (manages) generic pug-ins, such as the SQL Pug-in, which gives the server access to SQL Server databases. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 25
Chapter 3: Database and server components Configuration Server The Configuration Server acts as a centra repository of configuration information for Ca Center Eite Mutichanne Desktop. It aows a contact center or network administrator to change an appication's configuration information without needing to go to individua desktops. A the information processed by the server is stored in a database (SQL Server or SQL Server Express). Because the server operates as a service and has no user interface, adding configuration data to the database is done via a separate appication caed Configuration Manager. You can configure the Configuration server through the Configuration Server Manager. The Configuration Server Manager has an abiity to start and stop the Configuration server. 26 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Task Director The Configuration Cient contro integrates the Ca Center Eite Mutichanne Feature with its configuration information. The Configuration Cient contro aows Ca Center Eite Mutichanne to transparenty access information, regardess of the ocation of Ca Center Eite Mutichanne. This Configuration Cient contro is stored on the cient system during the instaation of Ca Center Eite Mutichanne. Task Director The Task Director provide mechanisms to execute tasks as per the defined schedue. In Avaya Ca Center Eite Mutichanne, Task Director is provided as server component that user can insta and configure. Using Task Director, users can do the foowing: Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 27
Chapter 3: Database and server components Define the task Store the task in a database Define an instance of a task Edit the task definition Access the defined tasks stored in a centra database Manage the defined tasks: Administrator can interact with the task definitions. This aows the administrator to: View the tasks that have been defined View scheduing detais of each task, ike: Type of a task. For exampe: emai, report, and so on Where the task wi be executed Schedued rues When the next execution is schedued Make a task active or inactive Request a one-off execution of a task Monitor the task execution: In this, an administrator can interact with task instances. Specificay the administrator wi be abe to view: Which tasks have been executed When they were executed If and when they competed What was the terminating condition for the task Which tasks are currenty running Which tasks are schedued to run in the next period where the period is provided by the administrator Terminate a running task Foowing are the tasks that can be schedued using the Task Director: Create reports Create ASMSData databases Import data into ASContact database Create Preview Contact ists Ceanup Databases 28 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Interaction Data Service Interaction Data Service The Interaction Data Service is the suite name for three Ca Center Eite Mutichanne products: Interaction Data Server - Voice and Presence Interaction Data Server - Mutimedia, and Interaction Data Server - View A three servers work together to gather, store and dispay statistica data on Ca Center Eite Mutichanne voice and mutimedia work items. A use a singe database (ActiveInteractionData). Interaction Data Server - Voice and Presence: This server monitors VDNs, spits/skis, trunk groups and agent extensions to gather detaied statistica information about a facets of a ca. The server receives rea-time information from your Avaya Communication Manager and, based on the reguarity you specify, cacuates statistics, such as tak and wait-time averages. Data is stored in the ActiveInteractionData database. Interaction Data Server - Mutimedia: This server receives a stream of event information from a Ca Center Eite Mutichanne media stores and Media Directors and aggregates this into rea-time and historica information on a mutimedia work items that fow through your ca center. Data is stored in the ActiveInteractionData database. Interaction Data Server - View: This server aows you to access the statistica data generated by Interaction Data Server - Voice and Presence and Interaction Data Server - Mutimedia and to dispay that data on individua cient PCs. Interaction Data Server - View is currenty used by the premier desktop appication Ca Center Eite Mutichanne Desktop, and it can aso be used by deveopers to buid their own cient appications. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 29
Chapter 3: Database and server components Note: Note: Interaction Data Server - View repaces the current Interaction Data Cient. Ca Center Eite Mutichanne aso makes some of the mutimedia reporting data hed within the Interaction Data Service easiy avaiabe to the Avaya Ca Management System (Avaya CMS) package. For more information about reporting, see Avaya Ca Management System Supervisor Reports on the Avaya support site at: http://support.avaya.com. TTrace System TTrace stands for Avaya Trace System. The Trace System receives output (ogs/traces) from appications and stores it to the fie system. The outputs are separated according to originator. As the fie system on a server is a critica resource, it is possibe to fie the outputs on a remote computer. The outputs can be viewed and controed using an appication. Access to the fies containing the records is not restricted in any way. 30 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Ca Recording Attributes of TTrace TTrace offers the foowing attributes. Centra generation and administration of og fies. Onine evauation of og contents with the option of responding automaticay to certain contents (escaation) Easy to switch categories on and off Short expanation for the categories Low network oad due to compact protoco Simpe commands can be sent to the TTrace cients Categories managed in the component (Library, Executabe) Debuggabe Fexibe (can be used without pre-defined instrumentation macros) For more information about TTrace system and the system components, see the foowing guides: Avaya Aura Ca Center Eite Mutichanne TTrace Consoe User Guide Avaya Aura Ca Center Eite Mutichanne TTrace Consoe Instaation Guide Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide Ca Recording Using the Ca Recording pug-in, agents can record the cas with a customer and repays the recorded cas. In Ca Center Eite Mutichanne Desktop, the recording functionaity is provided by integrating the Avaya Contact Recorder (ACR) appication. For more information on ACR, see the respective documentation provided with the appication. Agents can use the recording buttons on the Voice toobar of Ca Center Eite Mutichanne Desktop to start and stop recording a ca. Recorded cas are stored on the ACR server. In Ca Center Eite Mutichanne Desktop, agents can search the recorded cas based on the date, agent name, customer, and VDN. Agents can aso schedue a ca recording, enter comments to a ca recording, and give score to a ca recording. Supervisors can aso record and repay the recorded cas that agents in their group are handing. For more information about recording and repaying recorded cas, see Avaya Aura Ca Center Eite Mutichanne Desktop User Guide. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 31
Chapter 3: Database and server components For more information about configuring the Ca Recording service, see Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. Voice Porta Config Server In Ca Center Eite Mutichanne Contro Pane, the Voice Porta Management Server (VPMS) can be configured. Using VPMS, agents can view and configure features from the Voice Porta appication. Agents can aso view the Voice Porta reports using the Ca Center Eite Mutichanne Reporting appication. For more information, see Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide and Avaya Aura Ca Center Eite Mutichanne Reporting User Guide. Media Director Media Director distributes non-voice work items to contact center agents. This item coud be an emai, a web chat, AOL or MSN session, an sms, or an outbound ca request. The distribution of the work item is achieved using the queuing agorithms buit into your Avaya Communication Manager. Media Director uses the phantom ca capabiities of the switch to generate a ca and pace it into a specified queue. Phantom cas are those generated by a CTI appication that have no physica station as the originating point. This ca is distributed by the switch using standard queuing agorithms and bended with other traditiona voice cas. When the phantom ca is deivered to an agent, the Media Director associates it with the highest-priority work item and aows data specific to the work item to be transferred to the agent desktop. Non-voice work items originate from pug-in modues caed media stores. Media stores connect to disparate sources such as emai servers or web servers and interact with the Media Director and cients using a we-defined protoco. Media Proxy Media Proxy is a bridge component that manages the connections between Media Director and any number of cient appications running on the same computer. Running as a Windows service in the background, Media Proxy: 32 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Virtua Agent Reduces network traffic when mutipe cient appications on one machine need to connect to the Media Director Automaticay connects to the Media Director when it restarts (cient appications do not need to re-connect to the Media Director when it restarts) Aows users to use Ca Center Eite Mutichanne Desktop when buiding cient appications. Virtua Agent Virtua Agent is a Ca Center Eite Mutichanne service that aows you to process work items using 'virtua' agents instead of rea agents. It gives you the abiity to send out emai or text messages to customers via a group of virtua agents - essentiay creating an automated messaging service. What's more, Virtua Agent gives customers who ca a phone number answered by an Avaya Voice Porta, access to data that is stored in the customer database of Ca Center Eite Mutichanne. Once again, Virtua Agent's process the mutimedia work items that are generated when these incoming phone cas are received. There is no manua effort (other than some initia set-up by an administrator) required. Virtua Agent's process work items the way 'rea' agents do - they og in to the XML Server of Ca Center Eite Mutichanne, consume a station DN and (optionay) an agent ID, and then wait to receive and deiver Ca Center Eite Mutichanne work items. The Virtua Agent service supports up to 300 concurrent virtua agents, each capabe of receiving one work item per second. The service starts automaticay with the server's operating system, and is fuy configured via Ca Center Eite Mutichanne Contro Pane. Virtua Agent Web Service Much of the functionaity associated with this work item is made avaiabe via a web service that wi be avaiabe to consuming appications (ike Diaog Designer) and wi aow compete contro of the work item such as accept, cose, suspend, and other Work Item specific functions. The web service aso gives access to work item data, notes and chat functionaity. Support for Diaog Designer (Avaya IR/Voice Porta) The Virtua Agent Web Service aows direct access from the Diaog Designer VXML into Ca Center Eite Mutichanne and wi give IR/VP script access to a Work Item data for a work item types. Each IVR Port wi be configured as a Virtua Agent end-point and wi consume a Ca Center Eite Mutichanne IVR icense. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 33
Chapter 3: Database and server components Outbound Worker The Outbound worker is intended as a mechanism to automaticay send simpe outbound messages to a ist of contacts that have been oaded in to a Preview Contact program. The Outbound Worker can be used to send SMS (Short Message Service) text messages to mobie phones as we as simpe emai messages as we. The outbound worker receives Preview Contact workitems the same as an agent sitting at a desk woud, therefore requires the same Voice and Mutimedia icenses, and automaticay processes these workitems. XML Server The XML Service consists of the XML Server, which converts the existing CSTA II interface of Avaya Computer Teephony software to CSTA III XML (extensibe Markup Language), and XML Cient, which aows deveopers to buid CTI appications in a.net framework. The CSTA XML-over-TCP interface presented by XML Server compies with the internationa standard for computer teephony interfacing as set by the European Computer Manufacturers Association (ECMA). Media Stores Preview Contact Media Store Preview Contact Media Store is one of many data stores that interact with the Media Director, Media Proxy and Ca Center Eite Mutichanne Desktop to deiver non-voice work items to contact center agents. 34 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013
Media Stores Running as a service, the Preview Contact Media Store aows you to bend on-screen customer contact prompts with inbound/outbound cas, essentiay using this work to fi in the gaps between peaks in inbound ca traffic. Preview contact is defined as distributing a customer record to an agent so that the agent can initiate contact with the customer by phone. Instaed on a system running Microsoft Windows Server 2008 R2 SP1 (Enterprise and Standard) 32-bit and 64-bit, the Preview Contact Media Store retrieves contact detais from a SQL database. The task to contact a group of contacts is defined in the database as a campaign. The campaign is prescribed to start at a certain date/time and run unti another date/ time. It can run over mutipe time periods and may be recursive that means starting every Monday morning at 9:00. Campaigns can be schedued to coincide with: different shifts quieter times of the day (ow-peak ca times) times of the day when it is easy to contact customers. A campaign's configuration identifies which queue work items must queue to and their priority within that queue. Simpe Messaging Media Store The Simpe Messaging Media Store is one of many media stores that interact with the Media Director, Media Proxy and Ca Center Eite Mutichanne Desktop to deiver non-voice work items to contact center agents. Running as a service, it sits between Media Director and the foowing simpe messaging gateways: Web Chat Gateway, MSN Messenger Gateway, AOL-ICQ Instant Messenger Gateway and Short Message Service Gateway. Simpe Messaging Media Store provides the base (common) messaging functionaity required by these gateways, aowing you to bend customer messages via emai, a web chat, AOL or MSN sessions, and sms with inbound/outbound teephone cas. Instaed on a system running Microsoft Windows 2008 Server R2 SP1 (Enterprise and Standard) 32-bit and 64-bit, the Simpe Messaging Media Store uses its configuration data and the information specified in its database schema to: Send simpe messages from different gateways to different Media Director queues Give queuing priority to messages received from specia customers Reject messages from certain customers and automaticay emai them that this has happened Ony aow messages from certain customers to queue to certain Media Director queues. Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013 35
Chapter 3: Database and server components Emai Media Store The Emai Media Store is one of many media stores that interact with the Media Director, Media Proxy and Ca Center Eite Mutichanne Desktop to deiver non-voice work items to contact center agents. Running as a service, the Emai Media Store aows you to bend customer emai inquiries with inbound/outbound teephone cas, essentiay using this work to fi in the gaps between peaks in ca traffic. The Emai Media Store receives emais from one or more mai servers using the POP3 protoco. Instaed on a system running Microsoft Windows 2008 Server R2 SP1 (Enterprise and Standard) 32-bit and 64-bit, the Emai Media Store uses its configuration data and the information specified in its database schema to: Distribute emais sent to certain maiboxes to certain queues in the Media Director Manage that distribution by making emai queues 'open' for certain times and days of the week Give queuing priority to emais received from specia customers Assign different queuing priorities to the first emai a customer sends and a subsequent emais they send as part of the same conversation Reject emais from certain customers and automaticay emai them that this has happened Ony aow emais from certain customers to queue to a certain emai queue automaticay inform a customer (via emai) that their emai has been received during or outside the operating hours of that queue. Voice Media Store Voice Media Store deivers voice work items (a visua representation of a phone ca) to contact center agents through Ca Center Eite Mutichanne Desktop. Voice work items are 'answered' by agents who verbay respond to a customer's inquiry whie processing (and cosing) the work item on their screen. Agents can use any number of the features avaiabe to them through Ca Center Eite Mutichanne Desktop, such as: Assigning a work code to their voice work item Recording notes for their voice work item (or dispaying previousy made notes for a work item that has history) Printing a the information reating to their voice work item Inserting autotext into their work item notes (or any text fied on a customized vertica tab) 36 Ca Center Eite Mutichanne Overview Comments? infodev@avaya.com March 2013