Centralized and Distributed Deployment Models for IP Contact Centers

Transcription

1 1 Centralized and Distributed Deployment Models for IP Contact s Session Copyright Printed in USA. 2

2 Agenda IP Contact Overview IP Telephony System Deployment Models IPCC Express Edition IPCC Express Components and Call Flow IPCC Express Configuration and Deployment IPCC Enterprise Edition IPCC Enterprise Components and Call Flow IPCC Enterprise Configuration and Deployment IP Contact Design Keys 3 IP Contact Overview Traditional ACD Architecture Services Plane Open Service Application Layer Open/Standard Interface IPCC Express Edition IPCC Enterprise Edition JTAPI Call Control Plane Connection Control Open Call Control Layer Open/Standard Interface H.323/MGCP Standards-Based Packet Infrastructure Layer IOS Voice Gateways, IP, Desktops 4 Copyright Printed in USA.

3 IP Contact Overview Supported Deployment Models IPCC Express Single Site Multi-Site Centralized IPCC Enterprise Single Site Multi-Site Centralized Multi-Site Distributed Agent CTI Desktop s Agent Desktop Agent Desktop CTI Toolkit/CTI-OS CRM Integrated Supported Agents Up to 150 Agents 4,000+ Agents Queue s IP-IVR IP-IVR ISN 5 Agenda IP Contact Overview IP Telephony System Deployment Models IPCC Express Edition IPCC Express Components and Call Flow IPCC Express Configuration and Deployment IPCC Enterprise Edition IPCC Enterprise Components and Call Flow IPCC Enterprise Configuration and Deployment IP Contact Design Keys 6 Copyright Printed in USA.

4 IP Telephony Deployment Models Single Site Contact Characteristics Sample Help Desk Applications Telesales Departmental Functions (A/P, etc.) and DSP Resources at same physical location Supports up to 30,000 IP per cluster Multiple clusters can be interconnected via Inter-Cluster trunks at the same site used for all external calls Agents IPCC Express IPCC Enterprise Queuing Transfers 150/Server 2,000/Cluster Calls Queue at Local IP-IVR or ISN (IPCC Ent.) Local Agent-to- Agent 7 IP Telephony Deployment Models Multi-Site Centralized Contact Characteristics WAN at central site Supports up to 30,000 IP per cluster Locations -Based Call Admission Control (limit number of calls per site) Survivable Remote Site Telephony (SRST) for remote branches Sample Applications Agents IPCC Express IPCC Enterprise Queuing Transfers Telesales Collections Customer Service 150/Server 2,000/Cluster Calls Queue at Central Site IP-IVR or ISN (IPCC Ent.) Local LAN Over the WAN Over the 8 Copyright Printed in USA.

5 IP Telephony Deployment Models Multi-Site Distributed Contact Characteristics and DSP resources located at each site Up to 30,000 IP per site with 100+ sites Gatekeeper-Based Call Admission Control Transparent use of if IP WAN unavailable WAN Sample Applications Agents IPCC Express IPCC Enterprise Queuing Transfers Airline Reservations Telesales Customer Service 150/Server 2,000/Cluster Central Queuing with IP-IVR or ISN (IPCC Ent.) Local Queue at Each Site Local LAN Over the WAN Over the 9 Agenda IP Contact Overview IP Telephony System Deployment Models IPCC Express Edition IPCC Express Components and Call Flow IPCC Express Configuration and Deployment IPCC Enterprise Edition IPCC Enterprise Components and Call Flow IPCC Enterprise Configuration and Deployment IP Contact Design Keys 10 Copyright Printed in USA.

6 IPCC Express: Components H.323 MGCP Voice Gateway JTAPI JTAPI RTP RTP JTAPI Skinny IPCC Express Server RMI Agent Desktop The Provides IP PBX functionality for call control Manages voice gateways and phones Supports redundant/clustered options The IPCC Express Server Provides IVR and ACD functionality Manages agent state and call queuing Provides real-time and historical reporting The Agent Desktop Provides agent state control (login/ready/etc.) Presents CTI data about caller to agent 11 IPCC Express: Call Flow Public Network 1 6 IPCC Express Cluster 6 5 Agent Avail 6 7 Screen Pop Call Answered IP and Agent Desktops IP Voice TDM Voice Call Control and CTI Data 12 Copyright Printed in USA.

7 Agenda IP Contact Overview IP Telephony System Deployment Models IPCC Express Edition IPCC Express Components and Call Flow IPCC Express Configuration and Deployment IPCC Enterprise Edition IPCC Enterprise Components and Call Flow IPCC Enterprise Configuration and Deployment IP Contact Design Keys 14 IPCC Express Configuration: Overview Build JTAPI Users Ext: 6011 F. Varallo Ext: 6012 J. Zanetti Ext: 6014 M. Gallarto CRSJTAPI RMJTAPI Ext: 6017 A. Alberto IPCC Express JTAPI Users CRSJTAPI Provides call control layer for CTI ports for call treatment RMJTAPI Provides call control layer for IPCC Express Agent 15 Copyright Printed in USA.

8 IPCC Express Configuration: Overview Build JTAPI Users Tag Agent Ext: 6011 F. Varallo Ext: 6012 J. Zanetti Ext: 6014 M. Gallarto CRSJTAPI RMJTAPI Ext: 6017 A. Alberto Mark Agent that will be used by IPCC Express Agents must be marked on their line appearance that this will be their IPCC Express line in the 16 IPCC Express Configuration: Overview Build JTAPI Users Tag Agent Associate and Ext: 6011 F. Varallo Ext: 6012 J. Zanetti CTI Ports/ Ext: 6014 M. Gallarto CRSJTAPI RMJTAPI Ext: 6017 A. Alberto Device Associations Agent phones need to be associated with the RMJTAPI User CTI that will trigger IPCC Express Routing as JTAPI Triggers need to be associated with the CRSJTAPI User 17 Copyright Printed in USA.

9 IPCC Express Configuration: Overview Build JTAPI Users Tag Agent Associate and IPCC Express Build Skills and Resource Groups Ext: 6011 F. Varallo Premium Sales Ext: 6012 Skill J. Zanetti General Skill Sales Ext: 6014 M. Gallarto General Sales Sales Resource Group Ext: 6017 A. Alberto Customer Service Skill Service Resource Group Build Skills and Resources In IPCC Express, the Agent Resource Groups and skills that will be used for routing calls to the agents 18 IPCC Express Configuration: Overview Build JTAPI Users Tag Agent Associate and IPCC Express Build Skills and Resource Groups Configure Agent Skills and Groups Configure Agents Agents need to be Ext: 6011 F. Varallo associated with their Ext: 6017 Premium Resource Group and their A. Alberto Sales Ext: 6012 Ext: 6014 Customer skills and competency Skill=8 J. Zanetti M. Gallarto Service Skill=6 within the skill (1 10) General General Sales Skill=5 Sales Skill=7 Sales Resource Group Service Resource Group 19 Copyright Printed in USA.

10 IPCC Express Configuration: Overview Build JTAPI Users Tag Agent Associate and IPCC Express Build Skills and Resource Groups Configure Agent Skills and Groups Build CSQs Resource and Skill-Based CSQ:PREM_SALES Skills = Premium Sales MIN=5 Ext: 6011 F. Varallo Premium Sales(8) Ext: 6012 J. Zanetti General Sales(5) CSQ:SALES Resource Group = Sales Ext: 6014 M. Gallarto General Sales(7) Ext: 6017 A. Alberto Customer Service(6) Build CSQs CSQ:CUST_SVS Resource Group = Service IPCC Express Contact Service Queues (CSQ) are used to identify the Resource Group or skill/competency mix of the agent to handle the contact 20 IPCC Express Configuration: Overview Build JTAPI Users Tag Agent Associate and IPCC Express Ext: 6011 F. Varallo Premium Sales Ext: 6012 J. Zanetti General Sales Build Skills and Resource Groups V Ext: 6014 M. Gallarto General Sales Configure Agent Skills and Groups Ext: 6017 A. Alberto Customer Service Build CSQs Resource and Skill-Based Build Routing Script(s) Build Routing Script IPCC Express Routing Scripts are created using the GUI-based Application Editor, which builds flows The Select Resource node targets a CSQ for the contact and delivers the call otherwise it stays in a queue loop waiting for an agent 21 Copyright Printed in USA.

11 IPCC Express Configuration: Overview Build JTAPI Users Tag Agent Associate and IPCC Express Build Skills and Resource Groups Configure Agent Skills and Groups Build CSQs Resource and Skill-Based Build Routing Script(s) Build Application and Trigger DN:6000 Ext: 6011 F. Varallo Premium Sales Ext: 6012 J. Zanetti General Sales Ext: 6014 M. Gallarto General Sales RP:6000 APP:SALES SCRIPT:SALES Ext: 6017 A. Alberto CSQ:SALES Customer Service Build Application The final step is to tie the IPCC Express routing script to the CTI Route Point that will trigger the flow by creating an Application Applications can pass parameters to the routing scripts, allowing for fast adjustments in real-time 22 IPCC Express Edition Deployment Single Site Centralized Call Processing Cluster IPCC Express IP and Agent Desktops IP Voice TDM Voice Call Control and CTI Data 23 Copyright Printed in USA.

12 IPCC Express Edition Deployment Multi-Site Centralized Call Processing Cluster IPCC Express IP and Agent Desktops IP and Agent Desktops IP Voice TDM Voice Call Control and CTI Data 24 IPCC Express Edition Review Question How many Contact Agents does the IPCC Express 3.1x support? A 48 B 2,000 C 150 D Copyright Printed in USA.

13 IPCC Express Edition Review Question What is the Messaging Interface between and IPCC Express? A B C JTAPI SOAP SIP D H Agenda IP Contact Overview IP Telephony System Deployment Models IPCC Express Edition IPCC Express Components and Call Flow IPCC Express Configuration and Deployment IPCC Enterprise Edition IPCC Enterprise Components and Call Flow IPCC Enterprise Configuration and Deployment IP Contact Design Keys 27 Copyright Printed in USA.

14 IPCC Enterprise Edition: Components Voice Gateway RTP RTP H.323 MGCP SCCP JTAPI JTAPI GED-125 The Enterprise Edition Provides multi-channel skills -based routing Manages Agent and Task States across all media types and controls call queuing Provides real-time and historical reporting The Provides IP PBX functionality for call control Manages Voice Gateways and IP Supports redundant/clustered options The (IP-IVR/ISN) Acts as a Queue Point for voice IP calls Plays real-time messages and provides treatment to callers under IPCC Script Control 28 IPCC Enterprise Edition: Components Voice Gateway RTP RTP GED-188 CTI Agent Desktop SCCP TCP-IP/MR POP3 TCP-IP/MR The Software-based IP dialer for outbound calling Blends IPCC Inbound and outbound calls Handles No-Call-List and Callbacks The Acts as a POP-3 client for inbound group mailers like sales@cisco.com Manages Auto-Replies to automatically handle specific types of e -mail messages Routes e -mail to agents in a Universal Queue across media types 29 Copyright Printed in USA.

15 IPCC Enterprise Edition: Components Voice Gateway HTTP HTTP Agent Desktop Collaboration TCP-IP/MR The Collaboration Provides opt-out of web pages to speak to a live agent Routes chat and collaboration requests to agents in a Universal Queue across media types Connects to customer and handles firewall/security issues and dynamic content issues IPCC Agent Desktop Provides Agent state control for IPCC Enterprise Edition Allows for presentation of any caller data to the Agent (CTI) 30 IPCC Enterprise Edition: Voice Call Flow Collaboration LI:1439 RING:1411 HANG UP:1427 LO:1427 HANG UP:1238 HANG UP:1322 Newark Contact Multi-Site Centralized Model hosts remote branches over IP-WAN Call processing, queuing and voice gateway trunks at central site Atlanta Contact Boston Contact 31 Copyright Printed in USA.

16 IPCC Enterprise Edition: Voice Call Flow Collaboration DN:6001 Newark Contact A Voice Call Arrives Voice Gateway signals of the call arrival sees call as a CTI Route Point and asks the to select the Agent Atlanta Contact Boston Contact 32 IPCC Enterprise Edition: Voice Call Flow DN:6001 Collaboration IPCC Routing Logic The considers agents across the sites who are in the VC Voice Call Media Routing Domain, are R Routable, and then the longest available Routing Script: Select LAA: VOICE:SALES Agent State VC-NR-WRAP VC-NR-LOUT VC-R-AVAIL 10 Atlanta Contact Agent State 1213 SSC-NR-NANA 1226 EM-R-AVAIL VC-R-AVAIL 30 Newark Contact Agent State 1312 MSC-R-CH+2CH VC-R-AVAIL EM-R-AVAIL 2 Boston Contact 33 Copyright Printed in USA.

17 IPCC Enterprise Edition: Voice Call Flow XFR:1238 Collaboration RING: Newark Contact Call Routed via IP WAN Picks the Agent (IPTA) and returns the Agent Device Target (extension) to the to move the call to the site across the VoIP WAN Atlanta Contact Boston Contact 34 IPCC Enterprise Edition: Voice Call Flow Collaboration PRE-CALL:1238 RING:1238 RESERVE: Newark Contact Call Context Maintained At the same time, the Agent is reserved for the call and any caller/cti data is sent to the Agent Desktop If the Agent doesn t answer the call, it can be re-queued Atlanta Contact Boston Contact 35 Copyright Printed in USA.

18 IPCC Enterprise Edition: Voice Call Flow XFR:9978 Collaboration XFR:9978 RING:9978 PLAY:MOH PLAY: WAIT NR:1238 Newark Contact Re-Queue on No Answer If the Agent doesn t answer the call, it can be re-queued and the Agent marked as NOT READY If No Agents custom queue messages can be played by IP-IVR Atlanta Contact Boston Contact 36 IPCC Enterprise Edition: Voice Call Flow AVAIL:1439 XFR:1439 Collaboration PLAY:PLSHLD RING:1439 PRECALL:1439 RESERVE:1439 Newark Contact Call Delivery When an Agent becomes available, the Agent is reserved, sent pre-call data and the call is transferred to the agent 1439 Atlanta Contact Boston Contact 37 Copyright Printed in USA.

19 IPCC Enterprise Edition: Contact Collaboration Customer Newark Contact An Arrives Server downloads the POP-3 Message and sends a route request to the via the Media Routing PG Atlanta Contact Boston Contact 39 IPCC Enterprise Edition: Contact EM:SALES@CISCO.COM Collaboration Routing in The runs a routing script to look for the best agent to handle the across all the Agent locations Routing Script: Select LAA: SALES Customer Agent State 1411 VC-NR-LOGOUT 1427 VC-NR-TALK 1439 VC-R-AVAIL 5 Atlanta Contact Agent State 1213 SSC-NR-NANA 1226 EM-NR VC-R-AVAIL 30 Agent Newark Contact State MSC-R-CH+2CH+2 VC-R-AVAIL 5 EM-R-AVAIL 10 Boston Contact 40 Copyright Printed in USA.

20 IPCC Enterprise Edition: Contact Customer START TASK WITH 1334 Collaboration Newark Contact Task Management The tells to handle the Task with the Agent The is routed to the Agent s work list and the agent remains available for voice/web contacts Atlanta Contact 1334 Boston Contact 41 IPCC Enterprise Edition: Contact AVAIL:1334 Customer DN:6001 Collaboration XFER:1334 PRECALL:1334 RING:1334 RESERVE:1334 Newark Contact While working on is an interruptible media, if a voice call came in, the IPCC could route a call to that agent allowing the agent to put away the contact Atlanta Contact 1334 Boston Contact 42 Copyright Printed in USA.

21 IPCC Enterprise Edition: Outbound Flow Campaign Manager Campaign Database Skill Group Call List Hours/ Extract Do Not List Call List Collaboration Newark Contact Campaigns are created in for Outbound using Query Rules that roll up do not call lists for the company and this campaign is needed the campaign defines the skills it will use and the calling hours 1411 Atlanta Contact Boston Contact 44 IPCC Enterprise Edition: Outbound Flow Admin Script: << TIME OF DAY >> 8:00 AM: INBOUND Noon: BLENDED 6:00 PM: PREDICTIVE Campaign Manager Database Call List Extract Do Not List Call List Campaign Skill Group Hours/ AVAIL:1411 START TASK WITH 9771 Collaboration DIAL MAKE CALL Customer Newark Contact When the Campaign runs, it checks the state of the skill group in, set by an Admin Script If the skill group is allowed, the will look for available agents and have the Dialer make calls 1411 Atlanta Contact Boston Contact 45 Copyright Printed in USA.

22 IPCC Enterprise Edition: Outbound Flow PEND CALL:1411 Campaign Manager Database Call List Extract Do Not List Call List Campaign Skill Group Hours/ DO TASK WITH 1411 Collaboration When the Dialer has a customer on the phone, the Agent will be selected by the, reserved and sent any pre-call CTI data to the desktop as the caller is sent to the Agent phone XFER:1411 PRECALL:1411 RESERVE: Customer RING:1411 Atlanta Contact Newark Contact Boston Contact 46 IPCC Enterprise Edition: Outbound Flow Scheduled Callback Campaign Manager Database Call List Extract Do Not List Call List Personal Callback Campaign Skill Group Hours/ Collaboration CALL BACK Customer Can you call me back later? Newark Contact The Agent can schedule a callback for the customer in general or as a personal callback These get added back into the campaign Busy/No-Answers also get added back by the system automatically 1411 Atlanta Contact Boston Contact 47 Copyright Printed in USA.

23 Agenda IP Contact Overview IP Telephony System Deployment Models IPCC Express Edition IPCC Express Components and Call Flow IPCC Express Configuration and Deployment IPCC Enterprise Edition IPCC Enterprise Components and Call Flow IPCC Enterprise Configuration and Deployment IP Contact Design Keys 49 IPCC Enterprise Edition: Configuration Build Agent IVR Build CTI Ports Configure CTI Ports and Build CTI Build IVR Scripts Build Device Targets Build Dialed Numbers Build Admin Control Script Build Skill Groups and Services Import Lists (DNC and Target) Agents and Associate Query Rule and Campaign Labels for IVR and CCM Configure Dialer SCCP and Build Skill Groups Enable Agents Rules/ Callform(s) Routing Scripts Configuration for IPCC Enterprise Cross Multiple Applications in the System with Many Common Elements across the System 50 Copyright Printed in USA.

24 IPCC Enterprise Edition: Configuration Build Agent IVR Build CTI Ports Configure CTI Ports and Build CTI Build IVR Scripts Build Device Targets Build Dialed Numbers Build Admin Control Script Build Skill Groups and Services Import Lists (DNC and Target) Agents and Associate Query Rule and Campaign Labels for IVR and CCM Configure Dialer SCCP and Build Skill Groups Enable Agents Rules/ Callform(s) Routing Scripts Agent Get Built in the, and also Set Up in the as a Device Target and as the Used by the to Dial 51 IPCC Enterprise Edition: Configuration Build Agent IVR Build CTI Ports Configure CTI Ports and Build CTI Build IVR Scripts Build Device Targets Build Dialed Numbers Build Admin Control Script Build Skill Groups and Services Import Lists (DNC and Target) Agents and Associate Query Rule and Campaign Labels for IVR and CCM Configure Dialer SCCP and Build Skill Groups Enable Agents Rules/ Callform(s) Routing Scripts CTI and CTI Ports Get Built in and are Also Configured for Use in the IVR for Translation Routing and Queuing, and in the as Dialed Numbers, Labels, and Translation Routes 52 Copyright Printed in USA.

25 IPCC Enterprise Edition: Configuration Build Agent IVR Build CTI Ports Configure CTI Ports and Build CTI Build IVR Scripts Build Device Targets Build Dialed Numbers Build Admin Control Script Build Skill Groups and Services Import Lists (DNC and Target) Agents and Associate Query Rule and Campaign Labels for IVR and CCM Configure Dialer SCCP and Build Skill Groups Enable Agents Rules/ Callform(s) Routing Scripts Skill Groups and Services are Built in the, and s to Group Agents by Skill for Their Particular Media Routing Domain 53 IPCC Enterprise Edition: Configuration Build Agent IVR Build CTI Ports Configure CTI Ports and Build CTI Build IVR Scripts Build Device Targets Build Dialed Numbers Build Admin Control Script Build Skill Groups and Services Import Lists (DNC and Target) Agents and Associate Query Rule and Campaign Labels for IVR and CCM Configure Dialer SCCP and Build Skill Groups Enable Agents Rules/ Callform(s) Routing Scripts Agents Are d in and Shared by Enabling Them in the and Servers Creating Them Only Once with Their Profiles 54 Copyright Printed in USA.

26 IPCC Enterprise Edition: Configuration Build Agent IVR Build CTI Ports Configure CTI Ports and Build CTI Build IVR Scripts Build Device Targets Build Dialed Numbers Build Admin Control Script Build Skill Groups and Services Import Lists (DNC and Target) Agents and Associate Query Rule and Campaign Labels for IVR and CCM Configure Dialer SCCP and Build Skill Groups Enable Agents Rules/ Callform(s) Routing Scripts Scripts Are Required in the IVR for Prompting and Queuing, which Are Referenced by Routing Scripts, Requires Scripts to Route to and Uses HTML Call Forms for Requests as Well 55 IPCC Enterprise Edition: Component Detail Collaboration Central Controller Router Call processing engine (ACD brain) Logger Database, Configuration, Call Records Peripheral Gateway (PG) PIMs Peripheral Interface Managers Interface to CCM, IP/IVR, and TDM PBX Sometimes called Hybrid PG Media Routing Provides access for Outbound, and Collaboration Requests CTI Server/CTI-OS/CAD Interface to desktop/cti client Admin Workstation (AW) tools Configuration, script editor, monitor Historical Data Server/View server Reporting Router Rogger Logger PG-CCM PG-IPIVR CTI Server Hybrid PG AW/HDS Progger 56 Copyright Printed in USA.

27 IPCC Enterprise Edition: Component Detail Campaign Manager Runs on Logger Server Dialer Software-based SCCS for CCM Can be Co-loaded on PG Can have multiple Dialers ~ 200 Agents/Dialer Dialer Logger Campaign Manager Collaboration 57 IPCC Enterprise Edition: Component Detail Collaboration Campaign Manager Runs on Logger Server Dialer Software-based SCCS for CCM Can be Co-loaded on PG Can have multiple Dialers ~ 200 Agents/Dialer Small Co-Loaded UI, Database, Medium/Distributed Multiple UI Servers Large/Distributed Separate Database and HDS Dialer UI Server Logger Campaign Manager Server DB/ HDS 58 Copyright Printed in USA.

28 IPCC Enterprise Edition: Component Detail Collaboration Campaign Manager Runs on Logger Server Dialer Software-based SCCS for CCM Can be Co-loaded on PG Can have multiple Dialers ~ 200 Agents/Dialer Small Co-Loaded UI, Database, Medium/Distributed Multiple UI Servers Large/Distributed Separate Database and HDS Collaboration Collaboration Server In with Servers ~ 200 Agents per Server Dynamic Content Adaptor in to mirror generated content Media Blender Inside Firewall, query Collaboration Server for new work one per Peripheral Dialer UI Server Media Blender Logger Campaign Manager Server DB/ HDS Collab Server DCA 59 IPCC Enterprise Edition: Queuing s Queue IP-IVR (Manager) Service Node (ISN) Service Provider Network IVR TDM-Based IVR Characteristics Requires for Call Control Supports G.711 and G.729 Supports H.323 or MCGP Requires for Call Control Supports G.711 and G.729 Supports H.323 Requires Carrier-Based Intelligent Routing Requires Service Control Interface for IVR Queuing and Call Control 60 Copyright Printed in USA.

29 IPCC Enterprise: Centralized Call Processing Single VG Location, Single Q-Point Location, VoIP WAN Transfers Manager Media Routing PG IPCC Dialer Cluster IP-IVR s IP and Agent Desktops VoIP WAN IP and Agent Desktops IP Voice TDM Voice Call Control and CTI Data IP and Agent Desktops 61 IPCC Enterprise: Distributed Call Processing Single VG Location, Single Q-Point Location, VoIP WAN Transfers IP-IVR s CM PG/CTI Server #1 IPCC Dialer CM PG/CTI Server #2 Cluster VoIP WAN IVR/MR PG Cluster IP and Agent Desktops IP Voice TDM Voice Call Control and CTI Data IP and Agent Desktops 62 Copyright Printed in USA.

30 IPCC Enterprise: Distributed Call Processing Multiple VG Locations, Multiple Q-Point Locations, VoIP WAN Transfers IP Voice TDM Voice Call Control and CTI Data IP-IVR s Media Routing PG CM PG/CTI Server CC CM PG/CTI Server Manager IP-IVR s VoIP WAN IP and Agent Desktops Cluster Cluster IP and Agent Desktops 64 Legacy ACD and IVR Integration Legacy ACD PG/CTI Server CC IVR PG PG IP IVR PG/CTI Server Cluster IP Voice TDM Voice Call Control and CTI Data IP and Agent Desktops 66 Copyright Printed in USA.

31 IPCC Enterprise Edition Review Question What does IPTA stand for? A B C D IP Telephony Association (IPTA) It s Pretty Totally Awesome (IPTA) Picks The Agent (IPTA) IP To Agent (IPTA) 67 IPCC Enterprise Edition IPCC Enterprise Edition Review Question In s IPCC Enterprise Edition, Calls are Queued on Which Devices? A B Voice Gateway C IP Phone (7960/7940) D IP-IVR (QueueManager) or ISN 68 Copyright Printed in USA.

32 Agenda IP Contact Overview IP Telephony System Deployment Models IPCC Express Edition IPCC Express Components and Call Flow IPCC Express Configuration and Deployment IPCC Enterprise Edition IPCC Enterprise Components and Call Flow IPCC Enterprise Configuration and Deployment IP Contact Design Keys 69 IP Contact Design Keys Identify customer business requirements drives design Identify how you will queue/re -queue calls and associated costs Identify how you will transfer calls and any associated costs Determine cost to provide QoS WAN Assess telephony and data link costs Determine IP telephony model Centralizedvs. DistributedCall Processing Identify groupings of agents and skills Determine if calls are toll free or local calls or both Determine trunk signaling and features to be used Determine where Voice Gateways will be located Determine worst case BHCA per agent and location 70 Copyright Printed in USA.

33 Related Sessions For additional information please attend the following sessions: VVT-2015 Designing IP Contact s VVT-2011 Designing and Deploying IP Telephony Applications PWR-5004 Designing and Enterprise IP Telephony Network PWR-5001 Campus, Branch and Teleworker Design with Emerging Technologies 71 Please Complete Your Evaluation Form Session 72 Copyright Printed in USA.

34 73 Appendix: Glossary of Terms The following terms have been used in this presentation and are defined as follows: ACD Automatic Call Distributor. A computerized telephone system used to distribute calls to agents in a contact center using specific selection and queuing rules. Admin Script. An work flow that runs in the background on a particular scheduled interval (every minute, once a day, etc.) usually to perform variable calculation or set script variables for use in call-by-call routing scripts. Admin Workstation (AW). An Server that is used to configure applications, write scripts and host View Reporting service. BHCA Busy Hour Call Attempts. The number of calls that will be made during the peak or busiest hour of the day. CAD Agent Desktop. Software product used in both IPCC Express and IPCC Enterprise Editions for the user (agent) to log into the system, handle and process calls and caller information, and provide supervisor ( Supervisor Desktop) functions. Call Admission Control (CAC). The process by which the IP Voicesystem controls the number of calls that will be attempted over a particular network (typically WAN) connection to avoid oversubscribing a connection and degrading all the IP voice conversations carried on that link. Campaign Manager software that is loaded on the Logger platform and used to control the calling lists for an outbound campaign. CRS Customer Response System. The overall product name for the IP-IVR, IP QueueManager, and IPCC Express software features. CRSJTAPI (user). A user defined in the for use with the IPCC Express system. All CTI and Ports used by the IPCC Express must be associated with this user in Administration. 74 Copyright Printed in USA.

35 Appendix: Glossary of Terms The following terms have been used in this presentation and are defined as follows: CSQ (Contact Service Queue). An IPCC Express configuration object that is used to select a resource (agent) associated with the CSQ to handle the contact. CTI Computer Telephony Integration. Used in broad context to describe any data that can be presented at an agent desktop about the caller who is being sent to or serviced by the agent. CTI Ports. A device in the that is used like an IP Phone to terminate the actual call voice media to a session on the IP-IVR. These ports are also defined in port groups in the IP-IVR and IPCC Express Server to connect callers to services on the IP-IVR and IPCC Express Server. CTI Route Point. A configuration object in the that is used to ask an external data source (IPCC Express or Enterprise for example) for a destination to terminate the caller voice stream. A CTI Route Point can have multiple dialed numbers or line appearances associated with it depending upon the BHCA being handled by the CTI Route Point. CTI Server An Server component, typically co-loaded on the IPCC Enterprise Peripheral Gateway Server that provides a socket interface for 3rd party applications to both observe CSTA-type messages (call ringing, call answered, call diverted, etc.) as well as to provide 3rd party call control to allow the application to function as a soft phone and handle tasks like conference, transfer, answer, hang-up. CTI-OS CTI Object Server. An Server component that is a client to the CTI Server and provides additional supervisor controls and functions to the standard CTI desktop for IPCC Enterprise. DCA Dynamic Content Adaptor. An optional software module for the IPCC Enterprise Collaboration Server to allow agents and callers to co-browse and share web pages that are generated with cgi and other scripts rather than static HTML pages. Typically deployed in the customer with the corporate and Collaboration web servers. 75 Appendix: Glossary of Terms The following terms have been used in this presentation and are defined as follows: Dialer An IPCC Server used to emulate a bank of phones used to place calls to customers from the Campaign Manager s calling list. The Dialer for IPCC Enterprise is a software-only product and require no additional hardware. De-Militarized Zone. A part of a network that is isolated from the corporate trusted network and the, typically with firewall products to prevent access from the untrusted into the corporate network while still allowing these same users to access corporate web server resources deployed in this part of the network. The Collaboration Server is installed in this part of the network as is the Dynamic Content Adaptor (DCA) if required. DSP Resources Digital Signal Processor. A chipset installed typically in a voice gateway or high-end IP Router that provides a resource to handle IP voice calls and convert them to a common codec or sampling rate. This is also called transcoding. Gatekeeper A feature of the IOS software that is used on WAN connections to monitor the use of bandwidth for IP Voice calls and can be used to determine if there is sufficient bandwidth available to accept another call onto a WAN link. Gatekeepers can also be used for address resolution mapping dial plan numbers to gateway IP addresses in a lookup call as well. GED-125 Enterprise IVR Interface Specification. A generic engineering document that describes the defined messaging protocol for the and IPCC EnterpriseEdition software products to accept data and direct calls in an Interactive Voice Response (IVR) unit. GED-188 CTI Server Messaging Specification. A generic engineering document that describes the and IPCC Express CTI message set and protocol for 3rd party applications and desktop products to both monitor and control telephony events over a TCP-IP socket interface. 76 Copyright Printed in USA.

36 Appendix: Glossary of Terms The following terms have been used in this presentation and are defined as follows: H.323 An industry-standard voice gateway signaling protocol used in Voice over IP (VoIP) networks for call control and setup/delivery. H.323 can be used generically without the use of on a VoIP network and is seen used with the Service Node (ISN) and other voice applications that do not require functions. HDS Historical Database Server. An option for the /IPCC Admin Workstation to provide long term storage of call and event data from the system for reporting and analysis purposes. Hybrid Peripheral Gateway An /IPCC Enterprise Server that is co-loaded with software modules to interface with a peripheral like or IP-IVR (PG) and the CTI Server for that peripheral. For some implementations this can be an effective way to reduce the number of servers required to support the solution. Inter-Cluster Trunks. A configuration object that allows t wo Clusters to set up a virtual connection between them for call transfers, conference, etc. similar to a tie line in a traditional PBX environment. IOS working Operating System. The core software product that runs in all IP Routers and IOS-based Gateways, switches and other network components. IOS provides the core routing and switching logic in these devices. IPCC Express Application. An IPCC Express Configuration object that ties the CTI Route Point (JTAPI trigger in IPCC Express) to the specific workflow script to run and any specific parameters that need to be used to run that script. ISN Service Node. An IP-Based call switching and treatment platform that uses VXML (voice x-tended mark-up language) in Voice Gateways to provide caller treatment with interactive voice applications (IVR). ISN uses the to manage the workflow for the call and does not require to provide call handling with the H.323 protocol 77 Appendix: Glossary of Terms The following terms have been used in this presentation and are defined as follows: IVR Interactive Voice Response. A computer system that has a telephony interface to play specific messages to callers and perform specific functions like a self-service banking application to provide customer service without an agent. JTAPI Java Telephony Application Programming Interface. An industry standard messaging protocol for call control and data messaging about specific call events that uses Java programming objects to communicate to telephony devices like the, IP-IVR and IPCC. JTAPI Trigger. A configuration object in the IPCC Express that is mapped to a CTI Route Point in the and used to start an application in the IPCC Express workflow engine to provide treatment to the call. Logger Database Server. An /IPCC Server that is used to manage the configuration, scripting, and historical databases for the system. This server can be co-loaded with the Call Router to reduce the number of servers required with a Rogger configured server platform, also if a Peripheral Gateway is added, it is also known as a Progger. MCGP Media Control Gateway Protocol. An industry-standard signaling protocol used by Voice Gateways for call setup and control of IP Voice calls on a Voiceover IP (VoIP) network. Media Blender An /IPCC Enterprise Server used in conjunction with multi-media functions to blend voice and web chat and collaboration sessions. MOH Music On Hold. A service provided by the to play a streaming media source to callers while they are on-hold in the. This service can also be leveraged by the IPCC Express and Enterprise editions to use this same music source for callers while they are in queue for an agent. 78 Copyright Printed in USA.

37 Appendix: Glossary of Terms The following terms have been used in this presentation and are defined as follows: PBX Private Branch X-change. A local phone system or switch that is typically installed at a customer location to provide private or local call control and switching. is an example of an IP PBX. Peripheral Gateway PG. An /IPCC Enterprise Server that is used to communicate with external resources like a PBX, IVR or cluster. The Peripheral Gateway manages all communications between the peripheral and the /IPCC Call Router and external CTI interfaces. PIM Peripheral Interface Manager. A software module that runs on theperipheral Gateway server that handles the specific messaging layer communications to the local peripheral. Progger. An Server that combines the Call Router, Logger/Database Server, and Peripheral Gateway onto a single hardware platform. (or redundant if required). Public Switched Telephone Network. The voice telephone system/network that provides typical voice services (dial tone, call waiting, caller ID, etc.) to homes and businesses. QoS Quality of Service. A method of managing traffic flows using net work switches and routers to ensure certain traffic flows are given their appropriate treatment for example, that Voice traffic always get a higher quality of service than HTTP or traffic. Queue Point. In an IPCC solution, the location or device that is used to hold calls while agents are busy assisting other customers. This can be the IP-IVR for IPCC Express and Enterprise or ISN for IPCC Enterprise Edition. RMJTAPI (user). A user account that is set up specifically to monitor and manage the resources (agents and their associated phones) for use with the IPCC Express. Rogger. An Server that combines the Call Router and Logger/Database Server into a single hardware platform. (or redundant if required). 79 Appendix: Glossary of Terms The following terms have been used in this presentation and are defined as follows: Survivable Remote Site Telephony (SRST). An optional feature of IOS-based voice gateways to allow the local voice gateway to remain functional if the WAN connection is lost to the central site where the cluster is located. Task/Task Routing. An /IPCC Enterprise concept where any activity in the system is considered a task that is under the control of the Call Router including non-voice activity like , text chat and collaboration sessions. TDM Time Division Multiplexing. A broadly used term to describe any voice system that uses circuit switched or traditional voice circuits to provide services as compared to any voice system using IP to deliver services. UI Server. An /IPCC Enterprise Server that is used with the option to provide User Interface or UI functions to agents at a local site for large scale implementations and off-loads these userdriven requests from the main Server. (optional) Universal Queue. A concept of /IPCC Enterprise that allows an y media type to be handled by a single routing engine () and manage contacts across media types in a single workflow or call routing script. 80 Copyright Printed in USA.