Call Center Solution Guide

Call Center Solution Guide Technical Solution Guide Document Version 1 220 Perry Parkway Gaithersburg, MD USA 20877 Tel +1 301.977.9440 Fax +1 301.977.8846 WWW.BROADSOFT.COM

BroadWorks Guide Copyright Notice Trademarks Copyright 2007 BroadSoft, Inc. All rights reserved. Any technical documentation that is made available by BroadSoft, Inc. is proprietary and confidential and is considered the copyrighted work of BroadSoft, Inc. This publication is for distribution under BroadSoft non-disclosure agreement only. No part of this publication may be duplicated without the express written permission of BroadSoft, Inc. 220 Perry Parkway, Gaithersburg, MD 20877. BroadSoft reserves the right to make changes without prior notice. BroadWorks and BroadWorks Assistant are trademarks of BroadSoft, Inc. Microsoft, MSN, Windows, and the Windows logo are registered trademarks of Microsoft Corporation. Other product names mentioned in this manual may be trademarks or registered trademarks of their respective companies and are hereby acknowledged. This document is printed in the United States of America. 2007 BROADSOFT INC. PAGE 2 OF 35

Document Revision History Version Reason for Change Date Author 1 Created document. May 17, 2007 Jim McGonigle 1 Updated document from comments; sent it for general review. May 24, 2007 Jim McGonigle 1 Updated document after comments from SEs. May 30, 2007 Jim McGonigle 1 Edited and published document. June 6, 2007 Andrea Fitzwilliam 2007 BROADSOFT INC. PAGE 3 OF 35

Table of Contents 1 Overview...7 1.1 Key Features...7 1.2 Key Benefits...8 1.3 Call Center Agent...8 1.3.1 Call Center Agent Features...8 1.4 Call Center Supervisor...9 1.4.1 Call Center Supervisor Features...9 1.5 Call Center Reporting...9 2 Solution Details...10 2.1 Components of the Solution... 10 2.2 Agent Status and Call Distribution... 12 2.3 High-volume ACD Overlay... 12 2.4 Direct Agent Access Overlay... 13 3 User Types...15 3.1 BroadWorks Agent... 15 3.2 BroadWorks Supervisor... 15 4 System Requirements...17 4.1 Prerequisites... 17 4.2 Licensing... 17 5 System Configuration Details...18 5.1 Configure the OCI-R (Reporting) Interface... 18 5.1.1 Configure the Application Server... 18 5.1.2 Configure the CCR... 19 5.2 Configure the CCR OCI-C Interface... 20 5.2.1 Configure the Application Server for External Authentication... 20 5.2.2 Configure the Web Server for External Authentication... 20 5.2.3 Configure the CCR to use the OCI-C Interface... 20 5.3 Additional Configuration Tasks... 20 5.3.1 Network Time Protocol (NTP)... 20 6 Activation Workflow and Configuration Details...22 6.1 Required Pre-configuration... 22 6.2 Configure the Call Center s ACD/Queues... 22 6.2.1 Create ACD... 22 6.2.2 Configure Addressing (Number and Extension)... 24 6.2.3 Assign Services to ACD... 25 6.2.4 Configure Call Center Supervisor Reporting (CCSR)... 26 6.2.5 Configure Voice Messaging... 27 2007 BROADSOFT INC. PAGE 4 OF 35

6.2.6 Configure Directory Number Hunting (Optional)... 27 6.3 Create the Auto Attendant/IVR Entry Point... 28 6.4 Configure the Agents... 28 6.5 Configure the Supervisors... 29 6.5.1 Select Supervised Agents... 29 7 Recommended Capacities and Configuration...31 8 Restrictions and Limitations...32 Acronyms...33 References...35 2007 BROADSOFT INC. PAGE 5 OF 35

Table of Figures Figure 1 BroadWorks Call Center... 7 Figure 2 Call Center Solution Overview... 10 Figure 3 Calls based on Selective States and Current Phone Calls... 12 Figure 4 Calls based on Selective States and Current Phone Calls Differences between Standard Solution and High-volume ACD... 13 Figure 5 Direct Agent Access Overview... 14 Figure 6 System Architecture... 18 Figure 7 Web Screen Reference Create ACD... 24 Figure 8 Web Reference Configure Addressing... 25 Figure 9 Web Reference Assign Services to ACD... 26 Figure 10 Web Reference Configure Call Center Supervisor Reporting... 27 Figure 11 Web Reference Configure Directory Number Hunting... 28 Figure 12 Web Reference Select Supervised Agents (1)... 29 Figure 13 Web Reference Select Supervised Agents (2)... 30 2007 BROADSOFT INC. PAGE 6 OF 35

1 Overview The BroadWorks Call Center solution provides an integrated, full-featured solution for managing customer contacts with all the benefits of the BroadWorks advanced voice and multimedia applications. Service providers can offer businesses a solution with the resiliency of a carrier-class platform, enabling businesses of any size to build a comprehensive, feature-rich Call Center anywhere in the world with no hardware, software, or up-front capital expenditures. Service providers can deploy the BroadWorks Call Center solution to offer an on-demand, hosted service with unified front-end provisioning for administration of agent workforces. This solution supports individual centers as well as distributed multi-site centers to act as a single virtual Call Center, regardless of geographic location. The BroadWorks Call Center solution results in reduced operational costs and improved customer response for the enterprise. ACD IP PBX CALL CENTER CLIENTS Legacy PBX Business Trunking MESSAGING Branch Offices Hosted PBX Mobile Workforce Mobile PBX CALL RECORDING Remote Workforce Remote Office AUTO ATTENDANT CALL CENTER REPORTING Figure 1 BroadWorks Call Center 1.1 Key Features Following are some of the key features: Automatic Call Distributor (ACD): Intelligent call routing and queuing Auto Attendant: Interactive voice response (IVR) and custom messaging Agent and Supervisor Clients: Intuitive interface for greater agent productivity and management oversight Call Center Reporting: Preset real-time and historical reports in graphical and tabular form 2007 BROADSOFT INC. PAGE 7 OF 35

Music On Hold and Comfort Announcement: Callers are provided with a greeting, followed by music or advertisements and periodic comfort announcements in audio or video format. BroadWorks Deployment Studio: Tools designed to simplify branding, preconfiguration, and deployment of the BroadWorks Call Center desktop client Call Center also supports traditional Call Center features: Overflow: Incoming calls can be forwarded to an overflow phone number when the queue is overloaded. Agent Log in/log off: Calls are only presented to agents who are on duty, and agents can log into multiple Call Centers queues. Hoteling for Extension Mobility: Agents can log in at any available workstation/phone while maintaining unique user settings. Service Integration: Any BroadWorks personal service, such as Call Forwarding, Call Notification, Call Screening, and Voice Messaging, can be assigned to a Call Center agent to customize the Call Center group. 1.2 Key Benefits Following are the key benefits: Improves customer service: Ensure all incoming calls are serviced efficiently under any network condition and at any time. Creates virtual Call Centers: Establish Call Centers anywhere in the world with PCs and a broadband connection without additional hardware, PC-resident software, or traditional phone lines. Offers 24x7x365, Follow-the-Sun customer care: Offer ubiquitous services with a single number for distributed Call Center locations. Manages calls effectively: Choose from a range of Call Distribution policies including skills-based call distribution. Minimizes costs: Provide the option for agents to work remotely with access to all call features offering a smart way to increase staff without renting office space. 1.3 Call Center Agent The BroadWorks Call Center agent client application provides Call Center agents perform call control and agent state control functions directly from their desktops for IP phones, analog phones, or the BroadWorks Communicator soft phones. The simplified interfaces let Call Center agents answer, direct, and complete calls more quickly to increase productivity and improve the caller s satisfaction level. 1.3.1 Call Center Agent Features Following are the Call Center Agent features: Call Control functions: Auto Answer, Hold, Transfer, Conference, and Supervisor Escalation Agent State Control functions: Agent Login/Logout, Ready, Not ready, and Wrap Up Auto Screen pop-ups: Incoming calls pop up on a web interface showing information associated with the incoming call such as the originator and ACD information. 2007 BROADSOFT INC. PAGE 8 OF 35

Auto Dialer: Via Outbound Click-to-Dial and Outlook Directory Integration Agent Activity Report: Agents can see real-time statistics directly on desktop 1.4 Call Center Supervisor With the BroadWorks Call Center supervisor client application, supervisors gain superior management capabilities to monitor agent calls and to determine training gaps and requirements. With the advanced reports available through the BroadWorks Call Center solution, supervisors can determine appropriate staffing levels to manage costs while still handling busy hours effectively. Preset reports show agent availability, call duration, login/logout actions, and agent call close times. Other reports, some of which are available to agents as well as supervisors, show caller activity such as call abandonment rates as well as the averages for time to answer, wait time, and call duration. 1.4.1 Call Center Supervisor Features In addition to all Call Center Agent features, following are Call Center Supervisor features: Agent Monitoring Supervisor Barge-In Queue Monitoring and Manipulation Real-time and Historical Reports 1.5 Call Center Reporting Call Center Reporting is an application that provides real time and historical reporting for BroadWorks Call Centers. Call Center Reporting resides on a dedicated BroadWorks Call Detail Server and provides a secure, partitioned, multi-tenant reporting solution. When a Call Detail Server is installed, the Call Center Reporting selection must be selected. These Call Detail Servers may not be used for call logs when the reporting selection is made. 2007 BROADSOFT INC. PAGE 9 OF 35

2 Solution Details The Call Center solution is comprised of features from the BroadWorks platform, in addition to the two client applications. These features, when configured to work in a complementary fashion, provide a feature-rich Call Center solution. In addition, the configuration options allow the solution to be implemented in a variety of ways. This solution document concentrates on a Call Center that is fronted by an IVR system that routes the calls to multiple ACDs. The solution also has two variants: Standard Configuration This is the standard ACD distribution model, in which an agent services one call at a time routed from the ACDs that they service. High-volume Configuration This configuration allows an agent to service multiple calls at a time. In addition, either variant may have an additional functionality added (of the Direct Agent Access Overlay), which allows callers to directly reach agents via the IVR. SP Data Center PSTN BroadWorks Call Center Calls IP Calls AUTO ATTENDANT Messaging Calls ACD ACD ACD Distribute Calls VoIP Network Remote Network VoIP Network Hosted Users Remote Users Mobile/Soft Clients Trunking Users Denver, CO Figure 2 Call Center Solution Overview 2.1 Components of the Solution The Call Center solution is made up of the following products and components, which work together to provide the full solution: Auto Attendant (AA) The Auto Attendant service on BroadWorks provides the IVR system that routes calls from the initial number of various ACD queues, agents, supervisors, voice messaging boxes, or other contact points in the organization. The Auto Attendant provides the following capabilities for use in the Call Center solution: 2007 BROADSOFT INC. PAGE 10 OF 35

Interactive Voice Response Forwarding of a call to the appropriate ACD Night Service Automated Call Distribution (ACD) The ACD queue allows incoming calls to be placed in a queue and distributed to agents based on the configured routing policy. ACDs provide comfort messages and Music-On- Hold while the callers are waiting. They also handle the overflow of calls, no answering by agents, and other distribution cases. Each ACD usually has a voice messaging box for users that are not willing to wait or have reached an overflow. The Call Center service in BroadWorks provides the ACD service and is the backbone to the Call Center solution. BroadWorks supports the following routing policies: Circular Regular Simultaneous Uniform Weighted Call Distribution Voice Messaging Each ACD has a voice messaging box where callers may leave messages for agents to process later. Call Center Agents Agents are BroadWorks users who service the calls from the ACDs that they have been assigned to. Each agent is assigned the BroadWorks Agent service that allows the agent to run the client application. The application provides the following capabilities: Marks itself as Available or Unavailable Marks itself in Wrap-Up mode Escalates calls to a supervisor Transfers calls to another ACD Reports on the agent s performance versus other agents in the queue Call Center Supervisors Supervisors are BroadWorks users who are responsible for multiple ACDs and agents who service those ACDs. They can act (optionally) as agents as well. Each supervisor is assigned the BroadWorks Supervisor client that provides the necessary capabilities to perform the supervisor role. Some of those capabilities are: Ability to see and manipulate calls inside an ACD Ability to see the status of agents they are supervising Access to real-time reports about ACDs and agents Access to historical reports about ACDs and agents 2007 BROADSOFT INC. PAGE 11 OF 35

2.2 Agent Status and Call Distribution Agents may be in different states to indicate their availability to take calls and their status to a supervisor. Available/Unavailable Availability is performed on a per-acd basis. This indicates whether the agent is ready to accept calls from a queue. An agent may be unavailable when not working, at lunch, or for other reasons. Wrap-Up Wrap-Up is the time period after a call in which an agent has to summarize the call or perform other post-call activities. The Wrap-Up can be configured to occur automatically after a call for a certain duration, or it can be initiated manually. The following table summarizes when agents receive calls based on their selected states as well as the status of current phone calls: User ACD Status (Availability) Available Available Available Available Available Available Unavailable Phone Status of User On Hook On Hook Off Hook Off Hook Off Hook Off Hook n/a Wrap-Up Status Off On Off Off On On n/a User s Call Waiting Setting n/a n/a Off On Off On n/a Result (of ACD routed call) Receives Call Does not receive call Does not receive call Does not receive call Does not receive call Does not receive call Does not receive call Result (of a private call) Receives Call Receives Call Does not receive call Receives Call Does not receive Call Receives Call n/a Figure 3 Calls based on Selective States and Current Phone Calls 2.3 High-volume ACD Overlay Any ACD may be configured to be a High-volume ACD. This allows the ACD to route calls to agents even when the agent is currently on a call or in Wrap-Up. The following table summarizes when agents receive calls based on their selected states and the status of current phone calls. The differences between the standard solution and the Highvolume ACD are highlighted. 2007 BROADSOFT INC. PAGE 12 OF 35

User ACD Status (Availability) Available Available Available Available Available Available Unavailable Phone Status of User On Hook On Hook Off Hook Off Hook Off Hook Off Hook n/a Wrap-Up Status Off On Off Off On On n/a User s Call Waiting Setting n/a n/a Off On Off On n/a Result (of ACD routed call) Receives Call Receives Call Does not receive call Receives Call Does not receive call Receives Call Does not receive call Result (of a private call) Receives Call Receives Call Does not receive call Receives Call Does not receive Call Receives Call n/a Figure 4 Calls based on Selective States and Current Phone Calls Differences between Standard Solution and High-volume ACD 2.4 Direct Agent Access Overlay The Direct Agent Access Overlay provides additional functionality that may be used with the Call Center configurations detailed above. This functionality includes: Ability for a caller to reach an agent directly by extension The placement of a caller who directly called an agent in an ACD for distribution to another agent, if the original agent is not available This is typically performed by enabling the IVR to allow extension dialing or by providing an alternative method for reaching the agent (direct number, a different IVR, and so on). The Directory Number Hunting service that may be assigned to the ACD provides the capability for calls to be redirected to a queue if unanswered. Agents may be selected so that their unanswered calls are sent to the configured queue. 2007 BROADSOFT INC. PAGE 13 OF 35

SP Data Center PSTN BroadWorks Call Center Calls IP Calls AUTO ATTENDANT Messaging Direct Call to Agent Calls to Queue ACD ACD Call Center Agent Unanswered Call Figure 5 Direct Agent Access Overview 2007 BROADSOFT INC. PAGE 14 OF 35

3 User Types The following are the recommended BroadWorks services to create the user types necessary for this solution. 3.1 BroadWorks Agent The BroadWorks Agent is a basic user and should be assigned the following user services: Anonymous Call Rejection Authentication Basic Call Logs Call Forwarding Always Call Forwarding Busy Call Forwarding No Answer Call Return Call Transfer Call Waiting Calling Line ID Delivery Blocking Call Notify Internal Calling Line ID Delivery Customer Originated Trace Do Not Disturb External Calling Line ID Delivery\ Last Number Redial Speed Dial 8 Three-Way Call Voice Messaging User The agent also requires the following clients: BroadWorks Agent 3.2 BroadWorks Supervisor The BroadWorks Agent is a basic user and should be assigned the following user services. Note that the differences between the Agent and Supervisor are highlighted. Anonymous Call Rejection Authentication Basic Call Logs Call Forwarding Always Call Forwarding Busy 2007 BROADSOFT INC. PAGE 15 OF 35

Call Forwarding No Answer Call Return Call Transfer Call Waiting Calling Line ID Delivery Blocking Call Notify Internal Calling Line ID Delivery Customer Originated Trace Do Not Disturb Directed Call Pickup with Barge-In External Calling Line ID Delivery Last Number Redial Speed Dial 100 Three-Way Call Voice Messaging User The supervisor also requires the following clients: BroadWorks Supervisor 2007 BROADSOFT INC. PAGE 16 OF 35

4 System Requirements 4.1 Prerequisites 4.2 Licensing BroadWorks: This solution requires BroadWorks Release 13.0 MP10 or later. The dedicated Call Center Reporting Servers and Web Servers are required for this solution. Clients: This solution requires both the BroadWorks Call Center agent and BroadWorks Call Center supervisor clients. Phones/Customer Premise Equipment: This solution works with any customer premises equipment (CPE). However, a device with Advanced Call Control (ACC) is preferred. To determine the device s support ACC, refer to the relevant partner configuration guide. Network Architecture: Call Center is supported in all network architectures (stand-alone, IP Multimedia Subsystem [IMS], BEA, and so on). For more information, see your BroadSoft representative. The following licenses are required to deploy the Call Center solution: Auto Attendant Call Center (one per ACD deployed) Call Center Supervisor Reporting (one per ACD deployed) Music On Hold Voice Messaging User (one per ACD deployed) Each supervisor requires the following licenses: BroadWorks Supervisor Premium Enterprise Each agent requires the following licenses: BroadWorks Agent Standard Enterprise or Premium Enterprise, based on service offering 2007 BROADSOFT INC. PAGE 17 OF 35

5 System Configuration Details OCI CCR SOAP Interface OCI-C (CAP) OCI OCI-C (CAP) OCI-R Figure 6 System Architecture Before provisioning the BroadWorks Call Center, a system administrator must set up the necessary communication between the BroadWorks Application Server (AS) and the BroadWorks Call Detail Server Call Center Reporting (CDS-CCR) server. As the Call Center Reporting runs on the Call Detail Server, for simplicity, this combination in this document is referred to as CCR. This configuration is primarily for automation of the following background operations: Call Center database tables setup User validation Queue statistics that are streamed from the Application Server to the CCR Network time synchronization for real-time client statistics 5.1 Configure the OCI-R (Reporting) Interface The OCI-R interface on the Application Server sends the CCR data on Call Centers that have the Call Center Supervisor Reporting (CCSR) service assigned to the Call Center. Note that the CCR server initiates this connection and the Application Server sends the necessary messages to the CCR. 5.1.1 Configure the Application Server The Application Server s access control list needs to be configured to allow the incoming connection from the CCR in the access control list. In addition, for performance reasons, the Application Server is configured to only send three message types to the CCR. These 2007 BROADSOFT INC. PAGE 18 OF 35

steps may be performed on the Application Server using the BroadWorks command line interface (CLI): Set up OCI Reporting for the CCR on the Application Server: 1) Go to System/NetworkAccessLists/OCIReporting and add the CCR host address to the OCI Reporting access list. 2) Set the restrictmessages parameter to true. 3) Go to System/NetworkAccessLists/OCIReporting/MessageTypes and configure the following message types only: Message GroupCallCenterDeleteInstanceRequest GroupCallCenterModifySupervisorListRequest UserServiceUnassignListRequest Description A Call Center has been deleted from the Application Server. The Call Center is automatically deleted from the CCR. The Call Center Reporting URL and/or supervisor list of the Call Center has been modified. When the URL is found in the alias, the Call Center is added. The Call Center Supervisor Reporting service has been removed from the Call Center. The CCR flags the Call Center as being unused. 5.1.2 Configure the CCR The CCR needs to be configured to initiate the OCI-R connection to all Application Servers that it supports. It should be noted that the CCR connects to both the primary and secondary Application Servers in a cluster. In addition, because the CCR must know all the names that it may be referenced by, the aliases that the CCR uses must be configured on the CCR. This usually occurs when the CCR has private and public addresses and hostnames. All addresses or hostnames that are used in the Call Center Supervisor Reporting (CCSR) must appear in this alias list. On the CCR, perform the following steps using the BroadWorks CLI: 1) Set up Open Client Interface (OCI) Reporting for both the primary and secondary Application Servers on the CCR. Go to CCR/ASOCIReporting and add the IP address of the primary and secondary Application Servers along with the default port of 8025 for both entries. NOTE: This establishes a connection with each Application Server to process inbound OCI Reporting messages for the three message types configured earlier. 2) Set up an alias list for all possible reporting server URLs provisioned. Go to System/Alias and add all aliases used for this CCR host. NOTE: You must restart the CCR for the CLI changes to take effect. 2007 BROADSOFT INC. PAGE 19 OF 35

5.2 Configure the CCR OCI-C Interface The OCI-Client (OCI-C) interface allows the CCR to get real-time call control information about the ACD. Information such as calls in the queue, and so on, is transmitted on this interface. The CCR relies on the External Authentication feature to allow it to connect without a password. The following steps are required to configure the CCR to make this connection and to enable external authentication. 5.2.1 Configure the Application Server for External Authentication The Application Server needs to allow all Web Servers to connect via external authentication for this solution. These steps may be performed on the Application Server using the BroadWorks CLI: Go to System/NetworkAccessLists/ExtAuth and add each Web Server host address to the external authentication list. NOTE: For BroadWorks Release 13.0 only, you are also required to add the CCR host address to System/NetworkAccessLists/CAP and set RequireUserAuthentication to false. 5.2.2 Configure the Web Server for External Authentication The Web Servers need to allow the CCR to connect via external authentication for this solution. These steps may be performed on the Web Server using the BroadWorks CLI: Go to OpenClientServer/NetworkAccessLists/ExtAuth and add the CCR host address to the external authentication list. 5.2.3 Configure the CCR to use the OCI-C Interface The CCR needs to be configured to connect to the Web Server so that it may establish the OCI-C interface. Go to CCR/OpenClientServer and add the Web Server cluster fully qualified domain name (FQDN) and the default port of 2208. NOTE: You must restart the CCR for the CLI changes to take effect. 5.3 Additional Configuration Tasks 5.3.1 Network Time Protocol (NTP) The NTP must also be set so that real-time counters such as time in queue are reflected accurately, independent of the geographic location of the network operations center (NOC) and the agents. Enable the Network Time Protocol (NTP) service on the Web Server: 1) Set up the Web Server as a source NTP service, OR 2) Set up the Web Server as a relay NTP service. 2007 BROADSOFT INC. PAGE 20 OF 35

For more information on setting up the NTP service, see the BroadWorks Software Management Guide [1]. NOTE: If NTP is not set up on the Web Server, the Call Center client needs an alternate host for time synchronization that is in the same stratum as the Web Server. 2007 BROADSOFT INC. PAGE 21 OF 35

6 Activation Workflow and Configuration Details 6.1 Required Pre-configuration The following workflow assumes that the enterprise or business group is already created. Enterprises with multiple sites (or groups) may have the Call Center created in any site, but if the Call Center supports multiple sites, it is suggested that it be part of the Front- Office site for better management. For more information, see the Quick Start Express Enterprise documentation. In addition, it is assumed that the users have been created with the minimum service set as stated in the user types. The users may use any device in this solution, but one that has Advanced Call Control (ACC) provides the best usability. 6.2 Configure the Call Center s ACD/Queues A Call Center may have one or many ACDs that distribute the calls to the agents. Each ACD needs to be created independently using the following steps: 1) Create ACD. 2) Configure addressing (number and extension). 3) Assign services to ACD. 4) Configure Call Center Supervisor Reporting (CCSR). 5) Configure Voice Messaging. 6) Configure Directory Number Hunting (Optional only for Direct Agent Access functionality). 6.2.1 Create ACD The ACD is the queue that distributes calls to the agents. This section details the attributes that should be set for the solution to perform correctly. Attribute Password Allow Call Waiting on agents Queue length Allow agent logon/logoff Enable guard timer Skip to next agent after Assigned users Configuration The password is used in the Supervisor client to view the queue in real-time and is configured in the client. The value is set to: False for standard Call Centers True for high-volume Call Centers The value is set to the number of callers to allow in queue before it overflows. The maximum value is 50. This needs be set to true. This needs to be set with a timer of 5 or more seconds. This should be set to prevent callers from being lost to an agent that is available but who is not answering the phone. All users that are agents of this ACD are set here. 2007 BROADSOFT INC. PAGE 22 OF 35

Open Client Interface-Provisioning (OCI-P) Command Reference Schema File: OCISchemaServiceProvider.xsd <xs:complextype name="groupcallcenteraddinstancerequest"> <xs:complexcontent> <xs:extension base="core:ocirequest"> <xs:sequence> <xs:element name="serviceproviderid" type="serviceproviderid"/> <xs:element name="groupid" type="groupid"/> <xs:element name="serviceuserid" type="userid"/> <xs:element name="serviceinstanceprofile" type="serviceinstanceprofile"/> <xs:element name="policy" type="huntpolicy"/> <xs:element name="huntafternoanswer" type="xs:boolean"/> <xs:element name="noanswernumberofrings" type="huntnoanswerrings"/> <xs:element name="forwardaftertimeout" type="xs:boolean"/> <xs:element name="forwardtimeoutseconds" type="huntforwardtimeoutseconds"/> <xs:element name="forwardtophonenumber" type="outgoingdn" minoccurs="0"/> <xs:element name="enablevideo" type="xs:boolean"/> <xs:element name="queuelength" type="callcenterqueuelength"/> <xs:element name="allowagentlogoff" type="xs:boolean"/> <xs:element name="playmusiconhold" type="xs:boolean"/> <xs:element name="playcomfortmessage" type="xs:boolean"/> <xs:element name="timebetweencomfortmessagesseconds" type="callcentertimebetweencomfortmessagesseconds"/> <xs:element name="enableguardtimer" type="xs:boolean"/> <xs:element name="guardtimerseconds" type="callcenterguardtimerseconds"/> <xs:element name="agentuserid" type="userid" minoccurs="0" maxoccurs="unbounded"/> </xs:sequence> </xs:extension> </xs:complexcontent> </xs:complextype> 2007 BROADSOFT INC. PAGE 23 OF 35

Web Screen Reference Figure 7 Web Screen Reference Create ACD 6.2.2 Configure Addressing (Number and Extension) Typically, the ACD is provided with an extension only because all external access to the ACD is provided by the Auto Attendant/IVR configured in the next step. It should be noted that in Releases 14.sp2 and lower, a directory number is required for reporting to be accurate. Release 14.sp3 fixes this deficiency. OCI-P Command Reference This is the same as command used in section 6.2.1 Create ACD. 2007 BROADSOFT INC. PAGE 24 OF 35

Web Reference Figure 8 Web Reference Configure Addressing 6.2.3 Assign Services to ACD The following services are required to be assigned to the Call Center: Call Center Supervisor Reporting Voice Messaging User The Call Center Supervisor Reporting (CCSR) service enables the functionality in this solution, including the enabling of reporting and the BroadWorks Agent and Supervisor clients. The Voice Messaging User service allows the Call Center to have a voice messaging box for overflow. Note that this assumes that Voice Mail is implemented within the group and that External Voice Messaging is not being used. In addition, if this ACD is to receive calls that go unanswered in the Direct Agent Access Overlay functionality, the Directory Number Hunting service also needs to be assigned OCI-P Command Reference <xs:complextype name="userserviceisassignedrequest"> <xs:complexcontent> <xs:extension base="core:ocirequest"> <xs:sequence> <xs:element name="userid" type="userid"/> <xs:choice> <xs:element name="servicename" type="userservice"/> <xs:element name="servicepackname" type="servicepackname"/> </xs:choice> </xs:sequence> </xs:extension> </xs:complexcontent> </xs:complextype> 2007 BROADSOFT INC. PAGE 25 OF 35

Web Reference Figure 9 Web Reference Assign Services to ACD 6.2.4 Configure Call Center Supervisor Reporting (CCSR) The Call Center Supervisor Reporting (CCSR) service defines the URL that the clients use to connect to the CCR and the list of supervisors for this ACD. This section details the attributes that should be set for the solution to perform correctly. Attribute Reporting Server URL Assigned Supervisors Configuration This is the http address that the clients use to access the CCR. All users that are supervisors of this ACD are set here. Note that a supervisor may or may not be an agent on the ACD. OCI-P Command Reference <xs:complextype name="groupcallcentermodifysupervisorlistrequest"> <xs:complexcontent> <xs:extension base="core:ocirequest"> <xs:sequence> <xs:element name="serviceuserid" type="userid"/> <xs:element name="reportingserverurl" type="url" nillable="true" minoccurs="0"/> <xs:element name="supervisoruseridlist" type="replacementuseridlist" nillable="true" minoccurs="0"/> </xs:sequence> </xs:extension> </xs:complexcontent> </xs:complextype> 2007 BROADSOFT INC. PAGE 26 OF 35

Web Reference Figure 10 Web Reference Configure Call Center Supervisor Reporting 6.2.5 Configure Voice Messaging Voice Messaging for the Call Center has a configuration that is similar to other users on the system and is not detailed in this document. For more information, see the voice messaging documentation. 6.2.6 Configure Directory Number Hunting (Optional) This should only be configured if you are enabling the Direct Access to Agent functionality. The Directory Number Hunting service directs unanswered calls to agents (to the configured queue). Each agent to receive this functionality should be selected in one ACD in the Call Center. An agent may only be in the Directory Number Hunting group. OCI-P Command Reference <xs:complextype name="groupdirectorynumberhuntingmodifyrequest"> <xs:complexcontent> <xs:extension base="core:ocirequest"> <xs:sequence> <xs:element name="serviceuserid" type="userid"/> <xs:element name="agentuseridlist" type="replacementuseridlist" nillable="true" minoccurs="0"/> </xs:sequence> </xs:extension> </xs:complexcontent> </xs:complextype> 2007 BROADSOFT INC. PAGE 27 OF 35

Web Reference Figure 11 Web Reference Configure Directory Number Hunting 6.3 Create the Auto Attendant/IVR Entry Point The BroadWorks Auto Attendant (AA) is the entry point to the Call Center and provides an automated IVR that allows users to choose options that can direct them to the correct ACD. The Auto Attendant creation is a three step process that involves: 1) Creating the Auto Attendant 2) Configuring the Business Hour menu 3) Configuring the After Hour menu Typically it is the Auto Attendant that provides the night service function for ACDs although there are night service capabilities that may be configured on individual ACDs. Since the configuration of the Auto Attendant is done for other business purposes, the details of configuration are not included in this document. For more information, see the relevant Administration Guide. 6.4 Configure the Agents Agents are users in BroadWorks and have no additional configuration that is required. The agents are required to have the services assigned as indicated in the user type section mentioned previously. The agents must have access to a PC with the BroadWorks Agent client installed. For information on the installation of the client, see the BroadWorks Call Center Administrator Guide. 2007 BROADSOFT INC. PAGE 28 OF 35

6.5 Configure the Supervisors Supervisors are also BroadWorks users in the system, but require additional configuration to perform their supervisor roles. The supervisors are required to have the services assigned as indicated in the user type section mentioned previously. The supervisors must have access to a PC with the BroadWorks Supervisor client installed. For information on the installation of the client, see the BroadWorks Call Center Administration Guide [2]. The additional configuration of the supervisors includes Select Supervised Agents. 6.5.1 Select Supervised Agents For each ACD that the supervisor is responsible for, the agents of that ACD who are being supervised need to be selected. OCI-P Command Reference <xs:complextype name="userserviceisassignedrequest"> <xs:complexcontent> <xs:extension base="core:ocirequest"> <xs:sequence> <xs:element name="userid" type="userid"/> <xs:choice> <xs:element name="servicename" type="userservice"/> <xs:element name="servicepackname" type="servicepackname"/> </xs:choice> </xs:sequence> </xs:extension> </xs:complexcontent> </xs:complextype> Web Reference Figure 12 Web Reference Select Supervised Agents (1) 2007 BROADSOFT INC. PAGE 29 OF 35

Figure 13 Web Reference Select Supervised Agents (2) 2007 BROADSOFT INC. PAGE 30 OF 35

7 Recommended Capacities and Configuration The following guidelines are recommended for best performance and usability. For the provisioning guidelines, see the System Engineering Guide [3]. Item Recommended Guideline Number of Agents in an ACD < 50 Number of Agents per Supervisor < 20 Number of Supervisors per Agent 1-2 NOTE: Supervisor monitoring of agents consumes resources from the call processing engine. Keeping the number of supervisors who are monitoring agents to a minimum should be a desired configuration. ACD Guard Timer 5-10 seconds In addition, the following maximums exist: Item Maximum ACD Queue Size 50 2007 BROADSOFT INC. PAGE 31 OF 35

8 Restrictions and Limitations The Wrap-Up state for agents is implemented using the Do Not Disturb (DND) service in early versions. This implementation causes the following limitations. However, these limitations are removed when deployed with BroadWorks Release 14.sp2 and BroadWorks Call Center 14.0 clients. Agents will not receive personal phone calls when in Wrap-Up state. Agents will not receive phone calls when in Wrap-Up in a High-volume ACD. Agents can cause Wrap-Up issues if they set their Do Not Disturb status manually. All ACDs require a directory number for reporting to be accurate in Release 14.sp2 and lower. In Release 14.sp3, the reporting interface is enhanced and ACDs no longer require a directory number. 2007 BROADSOFT INC. PAGE 32 OF 35

Acronyms This section lists the acronyms and abbreviations found in this document. The acronyms and abbreviations are listed in alphabetical order along with their meanings. AA ACC ACD Admin API AS BW CAP CCR CCSR CDR CLI CPE CS CWT dbm Dbmo DND HTML Hz IMS IVR MGCP NOC NS NSSync NTP OCI OCI-C OCI-P OCI-R Auto Attendant Advanced Call Control Automatic Call Distribution Administrator Application Programming Interface Application Server BroadWorks Client Application Protocol Call Center Reporting Server Call Center Supervisor Reporting Service Call Detail Record Command Line Interface Customer Premises Equipment Conferencing Server Call Waiting Tone The power ratio in decibel (db) of the measured power referenced to one milliwatt (mw). The level of a signal as specified in dbmo, is the level of that signal (in dbm) as measured at the reference point of the network. Do Not Disturb Hypertext Markup Language Hertz IP Multimedia Subsystem Interactive Voice Response Media Gateway Control Protocol Network Operations Center Network Server Network Server Synchronization Network Time Protocol Open Client Interface OCI-Client Open Client Interface-Provisioning OCI-Reporting 2007 BROADSOFT INC. PAGE 33 OF 35

OS OSS PM SIP SOAP Operating System Operations Support System Performance Measurement Session Initiation Protocol Simple Object Access Protocol 2007 BROADSOFT INC. PAGE 34 OF 35

References [1] BroadSoft, Inc. 2007. BroadWorks Software Management Guide, Release 14.0. Available from the BroadSoft Boulevard at https://www.broadsoft.com/boulevard. [2] BroadSoft, Inc. 2007. BroadWorks Call Center Administration Guide, Release 13.0. Available from the BroadSoft Boulevard at https://www.broadsoft.com/boulevard. [3] BroadSoft, Inc. 2007. BroadWorks System Engineering Guide, Release 14.0. Available from the BroadSoft Boulevard at https://www.broadsoft.com/boulevard. 2007 BROADSOFT INC. PAGE 35 OF 35