ContactPro for Avaya Oceana, Avaya Elite & Skype for Business CCT ContactPro for Avaya Oceana, Avaya Elite & Skype for Business is a scalable agent desktop solution for voice inbound & multichannel applications on the Avaya Communication Manager, the Avaya SIP Session Manager, the Avaya Oceana on Breeze as well as on the Skype for Business Enterprise Telephony platform. The optional CP Outbound module also enables proactive customer engagements. In addition, ContactPro (CP) integrates with quality monitoring solutions. The ContactPro Supervisor Application and Web Reporter enable flexible and modern agent management. n CP Voice Agent on Avaya and Skype for Business Enterprise Telephony n CP for Avaya Breeze and Avaya Oceana UC & CC SDK n CP Presence Core, Avaya Presence Server, Microsoft Skype for Business n CP Proactive Outreach Manager n CP Web Reporter and Dashboard n CP Supervisor App ContactPro Features Complete voice handling n Deliver full softphone functions (H.323, SIP) with agent status control n Remote Agent/Worker functions as well as active directory and click-to call support n Agent Desktop Wallboard n Integrates quality monitoring and emergency recording (Multivendor Recorders) n Multichannel Customer Journey n Flexible transfer options, Agent and Supervisor self-skilling n Phonebook and AD integration Presence integration n Presence with Avaya Presence Server, ContactPro Presence or Skype for Business n Multi-tenant capable (e.g. team-based or location) and presence infor- mation based on channel status • Click2Dial direct agent • Click2Chat with logged-in agents • Show chat conversation Agent Statistics n Channel & Skill statistics n Real-time display, personal agent statistics n Dashboard & Desktop wallboard ContactPro for Modules Solution Factsheet
Transcript
ContactPro for Avaya Oceana, Avaya Elite & Skype for Business
CCT ContactPro for Avaya Oceana, Avaya Elite & Skype for Business is a scalable agent desktop solution for voice inbound &
multichannel applications on the Avaya Communication Manager, the Avaya SIP Session Manager, the Avaya Oceana on Breeze
as well as on the Skype for Business Enterprise Telephony platform. The optional CP Outbound module also enables proactive
customer engagements. In addition, ContactPro (CP) integrates with quality monitoring solutions. The ContactPro Supervisor
Application and Web Reporter enable � exible and modern agent management.
n CP Voice Agent on Avaya and Skype for Business Enterprise Telephony n CP for Avaya Breeze and
Avaya Oceana UC & CC SDK n CP Presence Core, Avaya Presence Server,
Microsoft Skype for Business n CP Proactive Outreach Manager n CP Web Reporter and Dashboard
n CP Supervisor App
ContactPro Features
Complete voice handling n Deliver full softphone functions (H.323, SIP) with agent status control n Remote Agent/Worker functions as well as active directory and click-to
call support n Agent Desktop Wallboard n Integrates quality monitoring and emergency recording (Multivendor
Recorders) n Multichannel Customer Journey n Flexible transfer options, Agent and Supervisor self-skilling n Phonebook and AD integration
Presence integration n Presence with Avaya Presence Server, ContactPro Presence or Skype for
Business n Multi-tenant capable (e.g. team-based or location) and presence infor-
mation based on channel status• Click2Dial direct agent• Click2Chat with logged-in agents• Show chat conversation
Agent Statistics n Channel & Skill statistics n Real-time display, personal agent statistics n Dashboard & Desktop wallboard
ContactPro for Modules
Solution Factsheet
CCT ContactPro is a registered trademark of CCT. The names of other companies and products mentioned herein may be the trademarks of their respective owners.
For more information about these applications and enhancement modules please go to:www.cct-solutions.com
Intelligent Communication CCT Deutschland GmbH Voltastrasse 8160486 Frankfurt a. MainGermanyTel. +49 69 7191 4969 [email protected]
CCT Software LLC1735 Market Street Suite 375019103 Philadelphia, PAUnited States of AmericaPhone +1 267 507 [email protected]
n Software: • Microsoft .Net Framework 4.0 or above
n Required• Avaya Communication Manager R6 or above or• MS Skype for Business Enterprise Telephony, also supported with MS
Lync IM/Chat only Mode (Standard Client)• Avaya Application Enablement Services R6 or above• TSAPI Basic License, DMCC Optional for Telecommuter Mode• SQL Server Database 2008, 2012 or 2014 (Express, Standard or
Enterprise) for CP Desktop Wallboard
n Other optional components• Avaya AES DMCC Basic License (Full License not required)• Avaya System Manager and Session Manager R6 or above• Avaya Presence Services R6 or above• Avaya Proactive Outreach Manager R3 or above• CCT Presence Server R3 or above• CCT Wallboard Server R3 or above• Skype for Business
Automatic UpdateServer,module Download,version control
Serveraccess for database,properties,contact channels
ReleaseManagementviaNetworkdrives
Configuration.xmlcontrolledwithproperties
AvayaAura™
ContactProACMGateway
AEPIVR&POMIntegrated
ACCCMControlManager
ACMEliteCommunication
ManagerElite- CMS
SystemManager
ContactProDMCC/TSAPI
Service
ContactProTelecommuter
Mode
ContactProBreeze
PresenceService
ContactProDBConnectorSQLServer
ContactPro ClientApplicationsMicrosoft.NETor Html 5Client
Oceana onBreeze (CC&UCSDK)
Breeze (ContactPro Snapp In)
ContactPro CTI Key Features
n CC Agent and Non Agent supported n Work List, Active Directory, Knowledge Base n My Computer Mode, Desk Phone Mode, Other Phone
Mode n Call Log, Skill View, AUX Log, ACD History n Easy Agent and Non Agent Desktop migration from
Avaya Elite to Avaya Oceana (Q4/2016) n WebRTC Audio & Video Support with CafeX & Twilio
(Audio) n SMS/Text Support with Zang.io n Moxtra Support with Chat & Fileshare n Screen Pop with Salesforce n Screen Pop with MS Dynamics CRM 2015/16 n Screen Pop with MS Dynamics CRM 365 n Screen Pop with SAP CRM (Cloud and on premises) n Screen Pop with Siebel n Screen Pop based on
• Caller entered Digits CED, ANI, DNIS• UUI with Avaya Communication Manager
(DTMF Recognition)
ContactPro Server Requirements for Avaya & Skype for Business
