Contact Center Express

Transcription

1 Product Overview Contact Center Express Release Issue 0 Printed on 8 October, 2006

2 2006 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s): Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (e.g., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ( Third Party Components ), which may contain terms that expand or limit rights to use certain portions of the Product ( Third Party Terms ). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s web site at:

3 Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: For additional support telephone numbers, see the Avaya Web site: Trademarks Avaya is a trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: For the most current versions of documentation, go to the Avaya support Web site:

4 iv Contents Chapter 1 Preface 6 Website...7 Knowledge Base...7 Product Name Changes...7 Avaya Product Support...7 Service Packs...8 Introduction 9 What is Contact Center Express?...10 Multimedia Overview...11

5 Contents v Licensing Overview...13 Documentation & Installation...15 Upgrading Release 2.1 to Upgrading Previous Releases (Pre 2.1) to Create/Update Database...19 Migrating 2.1 Media Store Databases to Desktop 24 Agent...25 Phonebook Plug-in...26 Wallboard...26 Supervisor...26 Contact Center Express Desktop...27 MS CRM Connector...28 Contact Center Express Reporting...29 Server 30 License Director...31 Configuration Server...31 Application Management Service...32 IVR Server...33 Interaction Data Service...34 Contact Database...34 Call Routing Server...35 SQL Plug-in...36 Rules Plug-in...36 Rules Wizard...37 SOAP Plug-in...37 Script Plug-in...38 XML Server...39 Media Director...40 Media Proxy Media Store...41 Preview Contact Media Store...41 Simple Messaging Media Store...41 AOL Instant Messenger Gateway...42 MSN Messenger Gateway...42 Short Message Service Gateway...42 Web Chat Gateway...42 Developer 43 Developer...44 Documentation 45 Further Documentation...45 Index 47

6 6 C HAPTER 1 Preface This chapter provides information that will help you use this document. In This Chapter Website... 7 Knowledge Base... 7 Product Name Changes... 7 Avaya Product Support... 7 Service Packs... 8

7 Preface 7 Website For the latest information on all Avaya Contact Center Express products, visit the Avaya Contact Center Express website ( A general discussion group for Contact Center Express users looking for more information and technical support also exists at: ( Knowledge Base For information on any errors and updates relating to this document, visit the Avaya Contact Center Express Knowledge Base ( Product Name Changes Avaya Contact Center Express The Avaya Contact Center Express suite of CTI applications and development tools was previously known as Avaya Active Telephony. Active Telephony was previously known as Avaya Active Enterprise. Avaya Telephony Services Avaya Application Enablement Services (AE Services) was previously known as Avaya Computer Telephony (Avaya CT) software. Avaya CT was previously known as CentreVu Computer Telephony (CentreVu CT). Avaya Product Support Avaya Contact Center Express 3.0 has been fully tested with the following Avaya products: Switch - Avaya Communication Manager, 3.0 and 3.1. Telephony Services - Application Enablement Services (AE Services), Release 3.0 and 3.1. Note: All references to the Telephony Server refer to the machine running AE Services. Reporting applications - Call Management System (CMS) 13.1

8 Preface 8 Client - Application Enablement Services (AE Services) Release Previous releases of Contact Center Express support the following Avaya products: CVCT 3.x to 11.x with CVCT client Avaya CT 1.3 with Avaya CT client 1.3 Avaya CT 1.3 with AES client AES 3.0 with Avaya CT client 1.3 AES 3.0 with AES client AES 3.1 with Avaya CT client 1.3 AES 3.1 with AES client CCE 2.0.x CCE 2.1 CCE CCE 3.0 x x x x x x x x x x x x x x x Service Packs For the latest copy of this document and to download service packs for Avaya Contact Center Express applications, visit the Avaya Contact Center Express website (

9 9 C HAPTER 2 Introduction In This Chapter What is Contact Center Express? Licensing Overview Documentation & Installation Upgrading Release 2.1 to Upgrading Previous Releases (Pre 2.1) to Create/Update Database Migrating 2.1 Media Store Databases to

10 Introduction 10 What is Contact Center Express? Avaya Contact Center Express is Microsoft Windows-based software suite that enables companies to turn one-dimension call centers into powerful multi-media 'contact' centers. Using the phantom call capability supported by Avaya Definity, MultiVantage and Communication Manager switches, Contact Center Express 3.0 allows your customers to make contact with you via phone, , text or instant messaging. Whether your customer likes texting on their mobile, sending s or chatting over the internet, their method of communicating will be treated exactly the same as a traditional phone call - it'll be placed in a priority queue and distributed to an agent with relevant skills and knowledge. What's more, the agent can reply using the same method of contact, conducting a helpful conversation, just like you'd expect over the phone. Easy to implement and simple to use, Contact Center Express also delivers: out-of-the-box desktop applications for supervisors framework applications, including intelligent routing, interaction data and centralized configuration outbound preview dialing, either automated or agent-initiated powerful application development tools for complete customization and integration simple and fast wizards for desktop screen pops and routing rules Contact Center Express products fall into three major categories: Desktop - Contact Center Express Desktop, Supervisor, Agent, Wallboard, Contact Center Express Reporting, Contact Center Express Control Panel and MS CRM Connector. Server - Media Director, Preview Contact Media Store, Media Store, Simple Messaging Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Short Message Service Gateway, Web Chat Gateway, License Director, Application Management Director, Configuration Server, XML Server IVR Server, Call Routing Server, Interaction Data Service, Contact Database, SQL Plug-in, Rules Plug-in, SOAP Plug-in, Script Plug-in. Developer - Developer

11 Multimedia Overview Contact Center Express Multimedia technology uses the phantom call capabilities of your switch to deliver non-voice work items to contact center agents. Phantom calls are those generated by a CTI (computer telephony integration) application that have no physical station as the originating point. The Multimedia suite blends and web-based customer inquiries with inbound telephone calls. It also distributes internally held customer records to agents, prompting them to initiate contact with customers by phone. inquiries and outbound call requests can be controlled to coincide with different shifts, quieter times of the day (low-peak call times) and times of the day when it is easier to contact customers. Multimedia technology allows you to give queuing priority to inquiries from special customers. It also allows you to reject messages from certain customers. Multimedia work items are generated and distributed using the following Contact Center Express products: Media Director, Media Proxy, Media Store, Preview Contact Media Store, Simple Messaging Media Store, MSN Messenger Gateway, AOL Instant Messenger Gateway, Web Chat Gateway and Short Message Service Gateway. Multimedia work items are displayed on the agent's screen using the desktop application Contact Center Express Desktop.

12 Contact Center Express desktop applications Contact Center Express Desktop Supervisor Wallboard Agent Applications built using Agent (VBA or out-of-process) Applications built using Developer Contact Center Express Reporting MS CRM Connector Contact Center Express dependency components Avaya Communication Manager Plug-ins: Telephony Voice Directory User Work Item Notes Work Item Alert iclarity AutoText Call Information Spell Checker Printing Preview Contact Simple Messaging External Application Container External Application Execute Session Notes Presence History Rules Close & Suspend Contact Database Contact Manager Plug-ins: Rules iclarity Phonebook Microsoft Business Solutions CRM Avaya Telephony Server Contact Center Express server applications License Director Avaya Call Management System Reporting Interaction Data Server View Configuration Manager Configuration Server Application Management Director Interaction Data Server Voice and Presence Database Interaction Data Server Multimedia MSN Instant Message Gateway AOL Instant Message Gateway XML Server Contact Center Express components Non-Contact Center Express components DIP IVR Server Plug-ins: SQL Script Soap Rules Avaya IVR Call Routing Server Plug-ins: SQL Script Soap Rules Media Director Preview Contact Media Store Media Store Database Contact Center Express Control Panel Simple Messaging Media Store Web Chat Gateway Short Message Service

13 Licensing Overview License Director is a central repository for all Contact Center Express run-time licenses. License Director manages licensing by accepting license requests from Contact Center Express applications. It only issues the number of licenses that have been purchased or made available for trial. If the number of licenses requested exceeds the number purchased, the request is denied. The number of purchased run-time licenses is encrypted in a license key. There are five types of license keys: CCE Voice 3.0. Required by: Agent (for the number of agents using Agent) Contact Center Express Desktop (when used for its voice functionality only) Supervisor (for the number of supervisors using Supervisor) XML Server (for the number of client applications that connect to XML Server) Applications built using Developer (for the number of users) Applications built using Agent as an out-of-process server (for the number of users) Applications built using Agent's VBA integrated development environment (for the number of users) Note: You will only ever be issued with one CCE Voice license key. If you want to use another voice application within your call center environment, your existing license key will be upgraded to accommodate the additional run-time licenses. CCE Multimedia 3.0. Required by Contact Center Express Desktop. To use Contact Center Express Desktop's full range of functionality (voice and multimedia), you need to buy one CCE Multimedia license key with enough run-time licenses to cover the number of agents using Contact Center Express Desktop and one CCE Voice license key with the same number of run-time licenses. CCE IVR 3.0. Required by IVR Server for the number of IVR ports it is configured to monitor. CCE MS-CRM 3.0. Required by MS CRM Connector. To use MS CRM Connector, you need to buy one CCE MS-CRM license key (this will cover unlimited users) and one CCE Voice license key with enough run-time licenses to cover the number of agents using MS CRM Connector. The CCE Voice license allows MS CRM Connector to use Agent as an out-of-process server. CCE IClarity 3.0. Required if you want to integrate Avaya iclarity with Contact Center Express Desktop or Agent. You need to buy a CCE IClarity license key with enough run-time licenses to cover the number of agents using either Contact Center Express Desktop or Agent. License Director has no direct user interaction once it has been installed.

14 Introduction 14 License information is added, deleted and modified using the Application Management Service. For more information, refer to the Application Management Service User Guide. Trial licenses You can request a free, ten-user, 30-day trial license of each license type via the Avaya Contact Center Express website ( You will receive the trial license keys via . When the trial period expires, you will need to purchase licenses to use the Contact Center Express suite.

15 Introduction 15 Documentation & Installation To find out what documents you should read before installing a particular Contact Center Express product and in what order you should read those documents, refer to the Documentation Overview Table (Documentation Overview Table.pdf) in the Overview and Miscellaneous folder on the Avaya Contact Center Express DVD. To find out what products you should install in order to run a particular Contact Center Express application and in what order you should install those products, refer to the Installation Overview Table (Installation Overview Table.pdf) in the Overview and Miscellaneous folder on the Avaya Contact Center Express DVD.

16 Introduction 16 Upgrading Release 2.1 to 3.0 To automatically upgrade any 2.1 Contact Center Express application to 3.0, simply run the 3.0 installation. Any existing ini file, shortcuts, samples and registry information are automatically backed up during the installation. After the install, they are copied back to the upgraded application folder, overwriting the 3.0 versions. (One exception is the Samples folder (if present) which renames itself Samples_Backup. This allows you to access new samples provided with the upgrade.) Once the files are copied back, they are deleted from their backed up location (a temporary Upgrade folder in the main application folder). Warning: Media Store is an exception to the above process. The 3.0 install will back up the existing ini file it will not copy that file back into the upgraded application folder. In this case, you need to manually open your backed up ini file and copy your Queue sections into the new ini file. Any new configuration parameters added to the 3.0 application are automatically rolled back to your backed up ini file when you start your application for the first time. Example: To upgrade Agent 2.1 to Agent 3.0: 1 Make copies of all the application's vital files (ie. ini file, shortcuts, Samples folder and registry information*) and save them somewhere. Note: This step is not mandatory. It is only recommended because best practice dictates you do so. It also means that if, for some reason, you need to roll back to 2.1, you have the necessary files. 2 Run the Agent 3.0 installation. 3 Click the Next button on the Welcome installation screen. The License Agreement installation screen appears. 4 Click the Yes button on the License Agreement installation screen. The Summary installation screen appears. 5 Click the Next on the Summary installation screen. Agent 3.0 upgrades Agent 2.1 and the installation is complete. The original ini file, shortcuts (which may have command line options) and samples are retained. (In an Agent installation, there is no registry information.) Once you have upgraded Agent, you will not be able to open Agent Administrator because of password encryption changes. To fix this, open Agent's ini file and delete the Agent Administrator password from the configuration. Open Agent Administrator, select the Miscellaneous tab and specify a new password. Note: In an automatic upgrade, you do not view the full suite of installation screens; only the Welcome, License Agreement and Summary screens. Note: One

17 Introduction 17 exception to this is the install for License Director which allows you to add new licenses. It is possible to use the above procedure to upgrade Contact Center Express 2.0 and to 3.0 but it does leave double entries in the application list on your Add or Remove Programs screen. For a completely comprehensive upgrade, refer to Upgrading Previous Releases (Pre 2.1) to 3.0 on page 18. * Only a couple of Contact Center Express applications use the registry to store vital information for the operation of the product. These include Configuration Server and Web Chat for IIS.

18 Introduction 18 Upgrading Previous Releases (Pre 2.1) to 3.0 To upgrade a 2.0 or Contact Center Express application (or any previous Active Telephony or Active Enterprise application) to 3.0: 1 Make copies of all the application's vital files (ie. ini file, shortcuts, Samples folder and registry information*) and save them somewhere. 2 If the application uses an SQL database, back up the database. Note: Uninstalling a previous application will not remove data saved in the SQL database but best practice dictates you should do a backup. 3 Uninstall the old application. 4 Install the latest application. 5 Select and copy individual pieces of configuration information from your saved configuration.ini file and paste into the new.ini file. Note: This is necessary because the new.ini file may contain new configuration parameters and some previously used parameters with changed names. 6 If the application uses an SQL database, you must run the batch file called Run AS Maintain Database.bat for that particular database (this updates the database to the current version). This script reads a control text file (AS Script Master.txt) which directs it to apply create and update scripts as needed. Note: You must run Run AS Maintain Database.bat from the installed SQL Script folder after you have installed the latest application. Notes: Do not delete your application's backed up files. If, for some reason, you need to roll back from 3.0 to the previous version you used, you must uninstall 3.0, reinstall the previous version and copy back the vital files. It is possible to use an automatic install procedure to upgrade Contact Center Express 2.0 and to 3.0 but it does leave double entries in the application list on your Add or Remove Programs screen. For more information, refer to Upgrading Release 2.1 to 3.0 (on page 16). * Only a couple of Contact Center Express applications use the registry to store vital information for the operation of the product. These include Configuration Server and Web Chat for IIS.

19 Introduction 19 Create/Update Database Installing SQL Server 2005 Express If you are installing SQL Server 2005 Express as part of your Contact Center Express installation, you must go through a few steps before using Contact Center Express's database script files. For information, see the Install SQL Server 2005 Express procedure in the Contact Center Express Installation Guide. Running Contact Center Express database scripts Contact Center Express provides a set of database script files (.sql extension) and batch files (.bat extension) for the creation and maintenance of all databases used by its applications: Interaction Data Service Contact Database Configuration Server AS Media Store Please note that from release 3.0, these database scripts default Contact Center Express database collations to that of your SQL Server collation. Future database updates will rely on your Contact Center Express database collation remaining the same as the server collation; and that the server system databases also default to the server collation. Before proceeding, make sure your server collation is correct for your locale and likely usage. You will find these scripts in a folder named SQL Script under the individual application folder structure. The folders reside on the distribution DVD and are also installed when you install these applications. Run the scripts to either create or maintain the database by double clicking the Run AS Maintain Database.bat batch file in the relevant SQL Script folder. If your SQL Server resides on: a different machine to the Contact Center Express application, you must run the Run AS Maintain Database.bat batch file from the DVD folder structure. the same machine as the Contact Center Express application, you can run the Run AS Maintain Database.bat batch file from either the DVD or the installed folder structure. the same machine as the Contact Center Express application, but the SQL Server is not the default instance (as for SQL Server 2005 Express) you must first modify the Run AS Maintain Database.bat batch file. The second to last line in this file reads: SET ASServerName= which designates the default SQL instance. Change this line to equal the server name \ specific instance. For example to run SQL Server 2005 Express on the machine shown in the screen shot below, this line becomes: SET ASServerName=MWERENX7000\SQLEXPRESS If you are in any doubt as to the machine and SQL instance names, running SQL Server Management Studio Express will show you what SQL named instances are running on your machine.

20 Introduction 20 This records information about your current folder and then runs a batch file which in turn runs a sql script (AS Maintain Database.sql) - both of which reside in the Utilities folder. This suite of batch and script files reads a control file (AS Script Master.txt) that directs, based on the current state of the database, the specific script files that will be run for the database. With each release of Contact Center Express you must run Run AS Maintain Database.bat for the application databases you are already using to update the database to the current version. You must also run this batch file for databases you would like to install for the first time (this will create the database). After you run Run AS Maintain Database.bat, you can view the message log (ASDatabaseLog_YYYYMMDD_HHMMSS.txt) which summarizes the processes that have taken place. Note that YYYYMMDD and HHMMSS will be replaced by the date and time you ran the job. This log file will appear in the folder from which you ran the batch file; or, if you ran it from the DVD, in the Temp folder of the Windows directory of your database server. The message shown by Run AS Maintain Database.bat shows the exact location of the log file. Please note that the log file should end with the message **Job SUCCEEDED to completely maintain... database.... If it ends with **Job FAILED to completely maintain..., read the detail of the log file, make necessary adjustments and run Run AS Maintain Database.bat again. Running it additional times will not harm the database - it will do nothing if there is nothing to do. The suite of scripts creates a table tblassystem that holds the current database version and logs all attempts (successful or otherwise) to modify the database with the scripts.

21 Introduction 21 Media Store Conversion If you have 2.x or an earlier version of CCE media store databases, refer to Migrating 2.1 Media Store Databases to 3.0 (on page 22). Backup/Restore/Delete Databases If you are using SQL Server 2005, SQL Server 2000 or either of the truncated versions (SQL Sever 2005 Express or MSDE 2000) the simplest way to backup, restore and delete Contact Center Express databases is via Microsoft s GUI management tool, SQL Server Management Studio Express. SQL Server Management Studio Express is automatically installed with the full version of SQL Server 2005, but if you are using SQL Server 2000, SQL Server 2005 Express or MSDE 2000, you need to download it from Microsoft's website (

22 Introduction 22 Migrating 2.1 Media Store Databases to 3.0 For simplicity and consistency, Contact Center Express 3.0 introduces a new database (ASMediaStore) which all 3.0 media stores use. Earlier versions of Contact Center Express had a database for each media store (AS Mediastore, ASPreviewContactMediaStore and ASSimpleMessagingMediaStore). The media stores ( , preview contact and simple messaging) now no longer use their individual databases. They all use a shared ASMediaStore. Contact Center Express 3.0 requires some database maintenance before it runs. The first step is to create the new ASMediaStore database. Then, if this is not a new install of Contact Center Express, you need to migrate existing data from the old media store databases to ASMediaStore. 3.0 ASMediaStore Database Build After installation, the Contact Center Express 3.0 'Media Store' directory contains a sub directory call 'SQL Script' that has the scripts to build the Contact Center Express 3.0 'ASMediastore' common database. Build this database in the same way as Contact Center Express 2.x databases by running the 'AS Maintain Database.bat' batch file. Do this prior to migrating old databases. Database migration from 2.x to 3.0 If you have existing 2.x media store databases, the first step prior to migration is to bring these databases up to the latest 2.x format. Do this by running the 'AS Maintain Database.bat' in the 'SQL Script' folder under each of the specific media stores. Under the 'SQL Script' folder you'll find a 'Conversion to 3.0' folder. In here is a conversion script you need to run from a SQL Server tool such as SQL Query Analyzer or SQL Server Management Studio Express (for SQL 2005). You can run the conversion script multiple times, allowing Contact Center Express 2.x information to be imported in to the 3.0 database for testing; and again once user acceptance testing is complete. This transfers additional data that may have been added to the 2.1 database in the interim to the new ASMediaStore. The conversion script accomplishes this by creating new tables in the old database named ConvertTo3xxx. These conversion tables keep track of what has been exported and allows the script to detect un-exported data in subsequent executions of the conversion script. The conversion script makes some assumptions. A key one is that the old databases and the new ASMediaStore run on the same SQL Server instance - obviously on the same server. It also needs, prior to being used the first time, a manual edit step to paste the ServerInstanceId of the particular media store into the script.

23 Introduction 23 Getting the ServerInstanceId In the ASMediaStore database work items (interactions) are keyed to a server identifier known as the ServerInstanceId (a GUID). This will allow multiple instances of the same media store type to be run against a single database in the future. This ServerInstanceId must be known before migration. Find it by starting and stopping the new media stores against the empty ASMediaStore database. The assigned ServerInstanceId will have been written to the 3.0 media store.ini file. Copy the value of this guid and find (at the beginning of the conversion script) the line: = 'df5ef512-0dcd-4d0e-a90e-a9c42ced3bde'. Paste the value from the ini file between the '' marks. Migration Script Example If migrating the Preview Contact database: 1 Create the new ASMediaStore as above. 2 Run the 3.0 Preview Contact mediastore once. 3 Stop both (the 3.0 and 2.x) Preview Contact media stores. 4 Bring the 2.x ASPreviewContactMediaStore up to its latest version as above. 5 Open the conversion script in a tool such as Query Analyser. 6 Open the.ini file for the 3.0 Preview Contact Media Store and select the server instance ID Server Instance ID = df5ef512-0dcd-4d0e-a90e-a9c42ced3bde. 7 Copy the GUID (underlined above) to the migration script in Query Analyser and paste so that the resulting statement appears as: = 'df5ef512-0dcd-4d0e-a90e-a9c42ced3bde' 8 Run the migration script. The script will print status messages indicating how many records have been converted. 9 Complete this procedure for all media stores to be migrated.

24 24 C HAPTER 3 Desktop In This Chapter Agent Phonebook Plug-in Wallboard Supervisor Contact Center Express Desktop MS CRM Connector Contact Center Express Reporting... 29

25 Desktop 25 Agent Agent is an agent-specific application for contact centers wanting to optimize their computer telephony capabilities. The callbar occupies minimal desktop space and features intuitive drop-down menus with all the necessary call functions, including make call, answer, transfer, conference, deflect, hold and send DTMF tones. Agent automates all stages of an agent's telephone activity, including agent login and agent mode change, receiving collected digits, VDN monitoring and sending user-to-user information. Agent is available in 12 languages and features the Microsoft VBA development environment for integration with other applications.

26 Desktop 26 Phonebook Plug-in Phonebook Plug-in is a simple plug-in mechanism that allows you to integrate Contact Center Express desktop applications such as Agent with the Contact Database. Without changing the desktop application's code, you can search for a contact or group of contacts based on first name, last name, full name or phone number. Once you have found the contact you can select and dial the number. In addition, you can take any active call and transfer or conference it to any contact in the list. Wallboard Wallboard is a Windows-based application that displays real-time statistical information about VDNs, skills or splits, agents and trunk groups. Installed on agent PCs, the scroll bar of information allows agents to closely track their personal work performance and the performance of their work group (skill or split). Statistical information is sent to Wallboard from the Interaction Data Server - Voice and Presence. Wallboard can be used as an Agent extension or a standalone application. Supervisor Supervisor is a desktop application that allows contact center supervisors to monitor the call activity of a group of ten or less agents. The application allows supervisors to: see an agent's request for help join a call as an observer (the supervisor can hear the conversation but the agent and customer cannot hear the supervisor) join a call as a coach (only the agent can hear and talk to the supervisor) join a call as a participant (the agent and customer can hear and talk to the supervisor) view the current state of each agent

27 Desktop 27 What's more, if Supervisor is connected to the Interaction Data Server - Voice and Presence, supervisors can view statistics relating to the agent's work patterns. Contact Center Express Desktop Contact Center Express Desktop is Contact Center Express's flagship desktop application for presenting multimedia work items to agents. Contact Center Express Desktop uses plug-in architecture to give agents everything they need in one screen. They can reply to work items from customers who make contact via web chat, MSN Messenger, AOL Instant Messenger, simple message service (SMS), or telephone. Without leaving their screen agents can search a directory for a phone number or address, record customer notes, insert auto text, spell check their work or print work items. Contact Center Express Desktop also distributes internally held customer records to agents, prompting them to initiate contact with customers by phone. It also gives agents access to external applications within the Contact Center Express Desktop interface (such as Internet Explorer) so they don't have to minimize their work screen.

28 Desktop 28 Contact Center Express Desktop can also be configured to launch external applications in a separate screen. The application can be different depending on the work item type and task required. Contact Center Express Desktop is available in 12 languages. MS CRM Connector MS CRM Connector is a telephony plug-in for Microsofts's browser-based customer relationship management application, MS CRM. It allows office workers to call people in their Contacts and Accounts lists and view contact screen-pops with inbound calls.

29 Desktop 29 MS CRM Connector Dial buttons automatically appear in the toolbar of all Contact and Account records. They represent the phone numbers stored in the MS CRM SQL database. Contact Center Express Reporting Contact Center Express Reporting is a reporting tool that allows you to visually record all the voice and multimedia activity of your Contact Center Express environment. The tool displays data retrieved from Interaction Data Server - View. The user can choose to display that information (agent state, device state, VDN state, queue state, agent history and customer history) in either grid format or report layout.

30 30 C HAPTER 4 Server In This Chapter License Director Configuration Server Application Management Service IVR Server Interaction Data Service Contact Database Call Routing Server SQL Plug-in Rules Plug-in Rules Wizard SOAP Plug-in Script Plug-in XML Server Media Director Media Proxy Media Store Preview Contact Media Store Simple Messaging Media Store... 41

31 Server 31 License Director License Director is a central repository for all Contact Center Express run-time licenses. License Director manages licensing by accepting license requests from Contact Center Express applications. It only issues the number of licenses that have been purchased or made available for trial. If the number of licenses requested exceeds the number purchased, the request is denied. The number of purchased run-time licenses is encrypted in a license key. License Director has no direct user interaction once it has been installed. License information is added, deleted and modified using the Application Management Service. Configuration Server Configuration Server is a central repository for all configuration data belonging to Contact Center Express applications and is an alternative to ini files residing on every workstation. Configuration Server allows a contact center or network administrator to change an application's configuration without needing to go to individual desktops. All the information processed by the server is stored in a backend database.

32 Server 32 Application Management Service The management and monitoring of all Contact Center Express media stores, License Directors and Media Directors is accomplished by the Application Management Service. The Application Management Service consists of two components: Application Management Director (an application that gathers status and health information about Contact Center Express servers) and Contact Center Express Control Panel, a desktop application that connects to the Application Management Director to display the state of currently available servers. Contact Center Express Control Panel allows you to view and change server configuration information. It also allows you to add and manage data (such as programs, schedules and AutoText) in the ASMediastore Database.

33 Server 33 IVR Server IVR Server is a programming conduit that sits between an IVR and client application. It monitors the VDNs used to distribute calls to IVR ports and monitors the individual IVR ports. The IVR Server uses Avaya Computer Telephony software on the Telephony Server to give IVR scripts immediate access to call-related data and to involve CTI-based call transfers. Avaya IVR with DIP Avaya Communication Manager Client application using IVR Client IVR Server Telephony Server Java Interface for IVR Server The Java Interface for IVR Server is a java application which serves as an interface between the IVR Server and Java client applications. All the messages flowing between the Java Interface for IVR Server and its clients are XML format. Avaya Communication Manager Other IVR with Java interface Avaya IVR with DIP IVR client application IVR Server Telephony Server

34 Server 34 Interaction Data Service Contact Center Express's Interaction Data Service is made up of three servers: Interaction Data Server - Voice and Presence (the server that stores information about Contact Center Express voice applications), Interaction Data Server - Multimedia (the server that stores data about Contact Center Express multimedia applications), and Interaction Data Server - View (the server that pools the data from the Voice and Presence and Multimedia servers and makes that data available to other applications for reporting purposes). Contact Database The Contact Database is an SQL-based facility for the storage and maintenance of telephone directory data. The database is currently used by the desktop applications Agent and Contact Center Express Desktop. Contact Center Express Desktop displays the full directory of database contacts, however, the type of information on those contacts can be customized to suit the application's needs. The database column name structure is modelled on the configuration of Microsoft Outlook's Contacts folder, simplifying the inputting process for database administrators.

35 Server 35 Call Routing Server The Call Routing Server enables intelligent call routing for inbound calls. The routing is based on received call data matched with customer information, contact center statistics or agent availability. The Call Routing Server monitors VDNs, registers for routing services, receives call events, issues routing instructions, and loads (manages) generic plug-ins, such as the SQL Plug-in, which gives the server access to SQL Server databases. 9 Call 1 2 Definity/MultiVantage/ Avaya CM 10 Telephony Server 3 8 Call Routing Server.ini file Plug-in Manager 4 Named events 7 Return event SQL Plug-in 5 SQL statement 6 Record set SQL Server (Containing Contact Center Express databases or any other type of database, eg. Access)

36 Server 36 SQL Plug-in The SQL Plug-in is a simple plug-in mechanism that allows you to integrate Avaya Contact Center Express server applications with any SQL Server database without the need for new development on the server. This plug-in can be plugged in to any Contact Center Express server application that supports the Plug-in Manager, such as IVR Server and the Call Routing Server. Rules Plug-in The Rules Plug-in is a plug-in component that allows you to create a simple set of rules that automatically perform actions on call events that meet certain criteria. This rule functionality is similar to the rules capability in the Microsoft Outlook. Without changing an application's code, you can enhance an application's desktop functionality. For example, you can configure a rule to deflect calls from a specific CLI to voic , or create automatic screen pops of information.

37 Server 37 Rules Wizard The Rules Wizard provides a user interface for the Agent Rules Plug-in, the component Agent uses to convert call events into events for the Rules Plug-in. The Rules Wizard allows you to create and manage the rules that automatically perform actions on call events that meet certain criteria. Agent configuration set Rules Wizard Plug-in Manager Call events Return event Agent Rules Plug-in Named events Return event Rules Plug-in SOAP Plug-in The SOAP Plug-in is a simple plug-in that allows you to integrate Avaya Contact Center Express server applications with any web service or SOAP service on an intranet or the internet, without the need for new development on the server. This plug-in can be plugged in to any Contact Center Express server application that supports the Plug-in Manager, such as IVR Server and the Call Routing Server. SOAP Plug-in uses the Microsoft Simple Object Access Protocol (SOAP) to connect to the web service and allow web-based information to be available to the controlling application.

38 Server 38 Script Plug-in Script Plug-in is a simple plug-in that takes advantage of scripting engines developed by Microsoft and others, to allow simple scripts written in VB Script or Java Script to be executed and provide services to the Contact Center Express suite. This plug-in can be plugged in to any Contact Center Express server application that supports the Plug-in Manager, such as IVR Server and the Call Routing Server. All scripting engines that conform to the Microsoft standard implement the IActiveScript interface. This common interface allows all scripting engines to be consumed by parent applications in an identical manner regardless of the scripting language they implement. The two most commonly available scripting engines are VB Script and Jscript from Microsoft. These are components installed with Internet Explorer. Call Definity/MultiVantage/ Avaya CM 9 Telephony Server 3 7 Call Routing Server.ini file Plug-in Manager 4 Named events 6 Return event Script Host Plug-in 5 Script file is executed Scripting engine such as VB Script or Java Script

39 Server 39 XML Server The XML Service consists of the XML Server, which converts the existing CSTA II interface of Avaya Computer Telephony software to CSTA III XML (extensible Markup Language), and XML Client, which allows developers to build CTI applications in.net. The CSTA XML-over-TCP interface presented by XML Server complies with the international standard for computer telephony interfacing as set by the European Computer Manufacturers Association (ECMA). Existing CSTA II interface Converted CSTA III XML interface Avaya Communication Manager Telephony Server running Avaya CT server software XML Server Client PC running a.net application that uses XML Client

40 Server 40 Media Director Media Director distributes non-voice work items to contact center agents. This item could be an , a web chat session or an outbound call request. The distribution of the work item is achieved using the queuing algorithms built into your Avaya Communication Manager. Media Director uses the phantom call capabilities of the switch to generate a call and place it into a specified queue. Phantom calls are those generated by a CTI application that have no physical station as the originating point. This call is distributed by the switch using standard queuing algorithms and blended with other traditional voice calls. When the phantom call is delivered to an agent, the Media Director associates it with the highest-priority work item and allows data specific to the work item to be transferred to the agent desktop. Non-voice work items originate from plug-in modules called media stores. Media stores connect to disparate sources such as servers or web servers and interact with the Media Director and clients using a well-defined protocol. Agent's PC 5 Media Store 1 server Contact Center Express Desktop 4 Media Proxy 3 Media Director 2 Simple Messaging Media Store Web chat server MSN Messenger server AOL Instant Messenger server Short Message Service Queue Queue Queue Preview Contact Media Store SQL database XML Server Avaya Telephony Server Avaya Communication Manager

41 Server 41 Media Proxy Media Proxy is a bridge component that manages the connections between Media Director and any number of client applications running on the same computer. Running as a Windows service in the background, Media Proxy: reduces network traffic when multiple client applications on one machine need to connect to the Media Director automatically connects to the Media Director when it restarts (client applications do not need to re-connect to the Media Director when it restarts) allows users to use the Contact Center Express Desktop when building client applications. Media Store Media Store is a media store that interacts with the Media Director, Media Proxy and Contact Center Express Desktop to blend customer inquiries with inbound telephone calls. It allows you to distribute s sent to certain mailboxes to certain queues in the Media Director, manage that distribution by making queues 'open' for certain times and days of the week, give queuing priority to s received from special customers, and reject s from certain customers. Preview Contact Media Store Preview Contact Media Store is a media store that interacts with the Media Director, Media Proxy and Contact Center Express Desktop to blend on-screen customer contact prompts with inbound calls. A Preview contact is defined as distributing a customer record to an agent so that the agent can initiate contact with the customer by phone. The Preview Contact Media Store retrieves contact details from a SQL database. Simple Messaging Media Store Simple Messaging Media Store is a media store that sits between the Media Director and Contact Center Express simple messaging gateways, such as the Web Chat Gateway. It provides the base (common) messaging functionality required by these gateways, allowing you to blend customer text-based messages (information requests) with inbound telephone calls.

42 Server 42 AOL Instant Messenger Gateway AOL Instant Messenger Gateway interacts with the Simple Messaging Media Store to give customers or business associates who enjoy using AOL Instant Messenger the ability to interact with call center agents. AOL Instant Messenger Gateway allows you to blend AOL instant messages with inbound telephone calls. By using your existing computer telephony environment, they can enjoy the benefits of priority queuing and distribution to agents with relevant skills and knowledge. MSN Messenger Gateway MSN Messenger Gateway interacts with the Simple Messaging Media Store to give customers or business associates who enjoy using MSN Messenger the ability to interact with call center agents. MSN Messenger Gateway allows you to blend MSN instant messages with inbound telephone calls. By using your existing computer telephony environment, they can enjoy the benefits of priority queuing and distribution to agents with relevant skills and knowledge. Short Message Service Gateway Short Message Service Gateway interacts with the Simple Messaging Media Store to blend SMS (short message service) messages with inbound telephone calls. Customers or business associates who like the convenience of mobile texting (and relatively cheaper way of using your mobile phone to communicate) can make contact with you and receive the same treatment as regular callers. Web Chat Gateway Web Chat Gateway interacts with the Simple Messaging Media Store to give internet-using customers the ability to interact with call center agents. Web chat functionality allows the customer, browsing the client s web site, to click a URL and have a session initiated with the call center agent. Using this session, the customer and agent can exchange text-based messages allowing a simple conversation to take place.