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IP Office Contact Center Technical Feature Overview and Uses Cases
IP Office Contact Center
Technical Feature Overview and Uses Cases
Objective of SE/Partner IPOCC Demo Package
Empower the SE and Partner Community to:
• Articulate briefly IP Office Contact Center advantage
• Build out a IP Office Contact Center Server with initial configuration
• Customize initial configuration with demo specific task flows, IVR scripts
• Present impactful demo of IP Office Contact Center main functional areas
• Agent Experience • Supervisor Experience • Administrator Activities including basic knowledge flexibility to customize all
aspect of the system
Avaya IP Office Contact Center
Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable
Contact Center
Networking Security
Collaboration
Avaya Contact Center Solutions for IP Office
Voice
Multi-channel
Integrated advanced
applications
Suite-based enterprise
features (HA, session mgmt.)
400 5 250 30 50 100
Primary Competitors: ShoreTel
Voxtron (BT)
Altitude
Presence
Primary Competitors: Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Primary Competitors: Genesys
Cisco
Interactive Intelligence
Altitude
Primary Competitors: Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Avaya Contact Center offers based on Avaya Aura
Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)
Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)
Competitors:
Cisco UCC-X
Interactive Intelligence CIC
Aspect
Shoretel
Genesys Express
Huawei
Shoretel
Etc.
Avaya Contact Center Select
GA June 24
Avaya IP Office Contact Center
GA Feb 28
Contact Center Solutions for IP Office
What Are We Launching?
Inbound
Outbound
Small and midsize Business
Customers and prospects
Avaya Contact Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business.
Build Satisfaction & Loyalty…
Build Lifetime Value…
One Interaction at a Time…
IP Office Contact Center Powerful features
• Real time & historical reports • email/web/voice transactions
• Powerful, customizable agent desktop
• click to call, multichannel view etc
• Call recording for every Agent and Supervisor
• Improves agent performance, eliminate conflicts
• Built in IVR promotes self service
• Reduce agent handle time
Supported in US, Canada, UK, Australia, New Zealand, India (English only)
Agent Capacity Add to IP Office IP Office Contact Center Server
IP Office Server Edition
Up to 100 agents at up to 32 nodes supported by the
primary server
PROVISION Additional Hard Drive
on SE Server
‒ Contact Recorder
Partner-Supplied Server
Windows 2008R2 or 2012 R2 Server Minimum hardware requirement
– Intel Xeon E3 Quadcore 3.1 GHz – 8GB DDR3 ECC – 1 x Seagate ST500DM002 –
500GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1
– RAID controller (Intel C202) onboard – 1 x 1GB NIC
Sample servers
‒ Dell D210/220 ‒ Fijitsu PrimergyTX1000S3p
IP Office 500v2
Up to 30 agents at a single site
(no multisite contact center support over SCN)
ADD Partner-Supplied
Application Server
2 x hard drives ‒ VMPro ‒ Contact Recorder
IP Office Contact Center Configuration Options Sold as software – ISO or OVA
IP Office Contact Center Terminology
Task - Represents a customer telephony call, email or chat
Topic - Media independent route point, essentially a virtual device that can receive
multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the
Topic level first.
Task Flow (Call Flow) – A progression of steps to determine the routing of a task
coming into the Contact Center. This “script” contains a beginning, logical steps based
on system and call specific elements and a destination. This is presented graphically in
the contact center system.
Agent Group / AG – Provides destination point for tasks in which agents can log into to
receive the tasks. The system accepts the task as a Topic which follows the task flow
ultimately sending the task to a free agent in the agent group.
Team - A list of agents configured in a team, used for reporting
Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work
between calls
Text Block - Homogenized responses for increase productivity. Once created, Text
Blocks can be used in templates or assigned to Topics and be offered to agents when
editing a message belonging to that Topic
System Configuration & Setup 1. Step
Collect the customer data in an Excel template
2. Step Install software
3. Step Import the customer data and
test standard features
Custom Setup Make customer specific
configuration
Excel
The system configuration will be defined in a special prepared Excel file according to the customer requirements
Core System: Windows MSI setup unattended or VM-Ware template
Clients: Windows MSI setup unattended
Depends on
The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard.
The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements.
Clean System
About 1 h for 20 Agents
According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor
IP Office Contact Center
Depends on the customer requirements
Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs
Customer Data input spreadsheet Task Flow Layouts
Agent Desktop Features and Functions
Agent Applications
Home – Landing page after login. Contents is configurable with a subset of real time statistic elements
Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls Email - Application where Agents process emails
Chat - Application where Agents process chats
Agent Screen – Customized View
• Customize to Team or Agent Group standards
• Add real time information relevant to Task Flows and Skills
• Personalize the Agent User Interface
Agent User Interface – Minimized view • Minimizes as a fully functional side bar
allowing for other PC work to continue
• Expand, contract or maximize to larger User Interface as needed
Full Call Control
Expanded View
Agent Status per Task
Task type – Audio, Email, Chat
Sidebar View
Agent User Interface – Telephony View • Full agent control:
• Sign in/out Agent Groups
• View history
• View Customer Details
• Customizable to define size and information visible
• Access to available Tasks and Media functions
• Organize views in tabs and make use of hyperlinks
• Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing
Email Processing
Answer, create, postpone and forward
Integrated address book
Text blocks definable to assure high quality answers and speed
Channel prioritization and definable workload per Agent
• Integrated Chat
• Answer, create, postpone and forward
• Auto respond with Pre-Defined Text messages to assure high quality answers and speed
• Integrated address book and customer database
• Channel prioritization and definable workload per Agent
Agent User Interface – Chat View
© 2013 Avaya Inc. All rights reserved. 19
Agent Desktop Live Demo
Supervisor Desktop Features and Functions
Supervisor Applications
Real Time Information – View, manage & configure real-time Contact Center statistics
Reporting - Manage, configure & view historical, counter based Contact Center statistics
Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or e-mail handling.
Contact Details Report - Configure and view statistical information about single contacts (calls or e-mails).
• Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions)
• Supervisor silent monitoring
• Fully customizable, Feature rich interface
• Coaching functionalities
• Reports comparable with integrated reports like CMS
• Pickup and delegate calls
Supervisor User Interface
Real Time Information
Overview of contact center status
Individual monitoring screen with integrated telephony function
Information available for agents, team leaders and supervisors
Waiting queue of all tasks including Email & Chat
Service level information
Real Time Data
Waiting queue of all channels including Emails and Chats
- Lists of waiting calls/emails… - Service level - Thresholds
Agent state per Agent Group/Team - Integrated Telephony functions - Remote login/logoff, sign on/sign off
Statistics Counter based reports
• Configurable parameters per report
• Timescale
• Duration
• Counter type (agent, topic, media)
• Report type (manual, automatic)
• Individual reports
• Predefined Reports
Call based reporting • Contact evaluation
• Customer history
• Agent history
Historical Reporting
• Statistics • Counters available for topics, agents, AG, team, …
• Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf • Send Reports via Email
• Output with defined resolution (minutes, hours, days, weeks … )
• Defining of period (start stop, day of week)
• Scheduled (automatic) or cyclical statistics
Agent Status and Contact Details
Agent Status Report: Non-Task related events
Contact and Customer Details Report
© 2013 Avaya Inc. All rights reserved. 28
Supervisor Interface Live Demo
System Call Handling Operational Overview
IP Office Contact Center Inbound Call Handling Overview (Topics and Call Flows)
1. Call is received via IPO and forwarded to IPOCC via SIP extension.
2. Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, [email protected] or chat to [email protected])
– IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center
– Email and Chat use internal SMTP and Chat client services
3. Each Topic is linked to a Call or Task Flow
– Task Flows determines the routing of the call or task
– Task Flows have a start, routing logic and a destination
– Destinations are Agent groups, External Destinations, IVR, other topics, etc.
© 2013 Avaya Inc. All rights reserved. 31
Topic; Agent Group; Agent Configuration Demo
Administrator Screens Features and Functions
Administrator Applications
Configuration - Configure main Contact Center elements
Task Flow Editor - Configure Contact Center routing rules
UI Configuration - Configure & assign Contact & Menu Bars, Home & Telephony features
IVR Editor - Configure IVR scripts, Announcements & user response
Dialer - Configure outbound dialer jobs & campaigns
Email - Configure email (UMR) core components
Text Blocks - Configure blocks of text used for Email auto reply templates
Address Book - Configure address book access and availability to Email
Administration Landing Screen
• Aggregated contact center services and elements (per tab)
• Configured system connections and system services
• Define Agent, Agent Groups, Teams and Topic views
• Set country and manage customer data base
• Define and manage announcements
IP Office Contact Center Topic Configuration
• Topic are associated tasks by • Extensions for telephony i.e. 4357
• Email addresses for Email Tasks ([email protected])
• Instant Message IDs for Chat ([email protected])
• Topic are used to present tasks to a call flow associated with the topic
• Unlimited Topics can be defined
• Set Skill levels needed for topic
• Set routing order and availability
Change picture
IP Office Contact Center Agent Group Configuration
• Thousands of agent groups can be defined (5-10 are commonly used)
• Each agent can be member of up to 120 agent groups (per media type)
• Each Agent has its own level or priority assigned to the agent group (1-60)
• Distribution rules for an agent group: - priority - in the same priority level: longest idle time
• Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available.
IP Office Contact Center Agent Configuration
• Any number of agents can be defined, but only the licensed number can be active
• Assign Agents to Agent Groups and teams
• Set agent multi-channel access
• Set agent skill level
• Each agent can be member of up to 120 agent groups (per media type)
• Set priority level for assigned groups
• Define privileges and authorize access to system elements such as topics
Task Flow Editor Task Flow Menu
Identify Source!
Define Condition!
Choose Destination
Task Flow Editor Example Structure
Change picture to call flow from training session/demo setup
IP Office Contact Center Interactive Voice Response (IVR) Overview
• Self Service Component (IVR) with a graphical script editor built in
• Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance)
• Access to standard ODBC enabled data bases
• Option to play plain announcements only (non interactive, no touch tone)
IVR Editor • Graphical tool for built in Self Service Component (IVR)
• Announcements (.wav) PCM-coded
• DTMF recognition (also: fax recognition)
• Voice messages
• record (silence detection)
• Email, delete
• Routing
• Access to ODBC enabled databases
Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more
© 2013 Avaya Inc. All rights reserved. 42
System Configuration Live Demo
IP Office Contact Center Solutions – Sales Track • www.avaya-learning.com Log in using SSO credentials
• Pre-requisite: IP Office SME sales credential. • Earned by completing on line assessment 2S00010A.
• IP Office Contact Center Course: • 2M00100O Selling Avaya Contact Center Solutions for IP Office
• Duration: 1 Hour
• Online Tests (to earn APSS – IP Office CC Sales Credential) • 2M00001A Selling Avaya Contact Center
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