INDeX Technical Update

Transcription

1 INDeX Technical Update Bulletin number: 197 Date: 11-Jul-2003

2 INDeX Technical Bulletin Bulletin no: 197 Date: 11 th July 2003 General Availability (GA) of Call Centre Modules version 4 (CCMv4) Avaya is pleased to announce the General Availability of INDeX Call Centre Modules v4 (CCMv4) and the Multi-Media Module (MMM). The addition of the Multi-Media Module further enhances the Avaya Contact Centre offering by allowing the integration of , Web Callbacks, Real Time Chat and Proactive Campaigns This release is compatible with INDeX level 9.1 and IVM 1.3 software and above, but to gain the full functionality of the product INDeX level 10.1 software is needed. 1 Product Overview CCMv4 and MMM is based on Windows 2000/NT server operating systems and Microsoft s MSDE and SQL technology. MMM is scalable to 75 concurrent client connections to the MMM server. CCMv4 Enhancements Archiver utility Delta Server utility Delta Server intuitive redesign structure CCV BLF multiple DN drag and drop CCV Agent and Trunk Group Monitor increments of member display CCV Increased Group Display fields Alarm Trip Points Additional Wallboard Variables Wallboard Message Preview and Scheduling Enhancements Improved PC Wallboards Multi-Media Support MMM Enhanced Reporting Import / Export Utility in Report Scheduler Page 2 of 11

3 2 New CCM Features Archiver Archiver has been enhanced with diagnostics. A designated mailbox can be ed in the event of either losing contact with the database or Delta Server. Page 3 of 11

4 Delta Server The visual format of the Delta Server has been radically changed. Again it is possible to set the Delta Server to a mailbox in the event of failed events. The Delta server has been visually changed to make it more intuitive to the Administrator of CCMv4, with enhanced diagnostic features to assist in fault diagnosis of the CCMv4 and MMM active operation. Page 4 of 11

5 Call Centre View The setup screen has been modified to provide access to all settings via a new tabular layout. Navigation is achieved through each tab to change the profile details or by clicking next to move onto the next available option set. Page 5 of 11

6 Agent Group Details The individual Agent Group details screen has been expanded to also show those agents that are either Busy, on an Internal Made call, or on an Internal Received call. Other enhancements to CCMv4 BLF screen can now drag and drop multiple DN to specific column fields from the BLF selection field. Agent Group monitor has increased to display 9 members; Trunk Group Monitor can display 9 members. Alarm Trip Points tabs have been modified to reflect Time in State, Queue, Utilization and Other. Wallboard Variables have been increased from three to six variable options. New variables available to display include answered calls excluding transfers and agent active calls comprising of Incoming, Outgoing, Internal Made and Received. Wallboard Server and clients can preview messages before making live. PC Wallboards can now be administered and locked from a supervisor position. Reporting has been improved and streamlined and includes provision to report on multi-media activity (Web Callback, , Chat and Proactive campaign activity). Page 6 of 11

7 3 Multi-Media Module (MMM) The modern enterprise can no longer rely on outdated models for managing marketing, sales, support, and client relations. Technology convergence has presented both new challenges and new opportunities. Businesses need to create customer-centred policies and employ the tools that make them work. The MMM is a customer contact software solution that enables companies and departments to manage multi-media contacts into and out of the organization. The MMM provides applications that manage Telephony, Web Chat, and Web Call Back communications. These robust applications convert any organization into a multichannel, enterprise-wide customer contact centre that will accept multi-media calls and route them to specified members of a group (or groups). 3.1 Multi-Media Module Overview The MMM is composed of a generic user interface (icontact) and a series of integrated support modules. These support modules have been designed specifically for the needs of the small to medium sized enterprise. In environments where both human and technological resources are in scarce supply, being able to react quickly to changing conditions is a critical operational consideration. The MMM support structure allows any computer literate user to install, configure, and make the system functional in a matter of hours. The following figure shows the major components of the Multi-Media Module. PSTN Switch Customers IM Server iserver iphone i ichat Interaction Rules Wizard Resource Manager Reporting Proactive List Manager Interaction Rules Wizard icontact Web Server Database IM Client Sales Internet LAN Tech Support Mail Server Accounts Page 7 of 11

8 3.2 Components of the Multi-Media Module Resource Manager The resource manager module consists of components that enable the user to synchronize to the domain, add media queues and assign human resources to queues, all from a single console. Interaction Rules Wizard The Interaction Rules Wizard is used to create the rule sets that define the routing and association of inbound , web callback and real time chat with the appropriate queue. Proactive List Manager The Proactive List Manager facilitates the importing and assignment of outbound calling lists to proactive campaigns. Lists can be imported from a database as a comma-delimited ASCII text file, a Microsoft Excel file or a Microsoft Access file. Note: Historic reporting on specific campaigns is not possible but all outgoing calls made by the agents can be reported on. This is addressed in the next release. Page 8 of 11

9 icontact icontact is the agent desktop application that combines all media interactions, , web and campaigns into a single interface. It has a Microsoft Outlook feel that negates the need for agents to learn a new application. Agents can be automatically presented with the next interaction in the queue, or alternatively can select to receive the next interaction in the queue. This feature is configured per agent. Services There are three services that are installed by the MMM. These are the iservice for MTS, ichat Service and i Service. These are used to monitor and distribute the incoming call media transactions to the appropriate media queues. CT Integrator TAPI must be installed onto the MMM Server. This is used to control the state of the agent s phone when they are dealing with a call from one of the media queues. Page 9 of 11

10 4 Technical Notes 4.1 Upgrade Procedure For detailed instructions on the upgrade process please refer to the latest CCM installation manuals which can be found in the INDeX support section of the Avaya web site: Note: New licenses are needed to enable the multi-media functionality of CCMv4 and the Multi-Media Module. Minimum Hardware and Software Specifications for CCMv4 Recommendations for hardware requirements are dependant on many variables, including scalability that should be carefully considered before implementation. The following table lists minimal hardware configuration standards. Server (S) Client Server (S) Client Processor: Intel Pentium 800 MHz or faster Memory: 256 MB of RAM Storage: 1 x 10Gbyte hard disk CD-ROM drive Network adapter card Super VGA monitor compatible with Microsoft Windows 2000 or NT Server 4.0 Processor: Intel Pentium 450 MHz or faster Memory: 128 MB of RAM Storage: 3.0 GB of available HD space (4 GB or more recommended) CD-ROM drive Network adapter card Super VGA monitor compatible with Microsoft Windows NT WS 4.0, 98, or 2000 Pro (workstation) Soundcard compatible with Microsoft Windows 98/ME/NT WS/2000 Speaker Windows 2000 Server (SP3) or Windows NT4 Server (SP6a) MSDE2000 or SQL2000 Server Microsoft Outlook 98/2000/2000 SR1 (if using diagnostics or the Multi- Media Module) If running the Multi-Media Module the following software is also required: If running on NT4 Server then NT 4 Option Pack is required IIS Windows 98/ME/NT/2000/XP Microsoft Outlook 98/2000/2000 SR1 (if using multi-media) Page 10 of 11

11 5 Known Issues When opening Report Viewer or Report Designer for the very first time, if attempting to schedule a report straight away a run time error may occur. To overcome this refresh the data in the report and then it can be sent to the scheduler. This only has to be done once. If any agent groups have their number changed the Delta Server must be restarted for the change to be seen. The CCV must also be restarted to see the new group information. 6 Manuals & CDs The latest CCMv4 manuals can be downloaded from the INDeX web site: The CD can be ordered from sales order processing as part of the INDeX Application CD. Server PCs shipped from Avaya as from 10 th July will be pre-loaded with CCMv4 software. Due to domain information requirements, the MMM software will need to be loaded at the time of installation and is not pre-installed on the server. 7 Technical Training For details of all the latest CCMv4 training courses please go to the Avaya Learning Centre web site: Issued by Avaya New Product Introduction Tel: Fax: gssfsg@avaya.com Internet: Microsoft Outlook is a registered trademark of Microsoft Corporation. Page 11 of 11