Unity Technical Overview. Supported Operating Systems

Transcription

1 Unity Technical Overview Supported Operating Systems Supported BroadWorks Versions Servers Required Auto-Update Service Provider Branding Private Label Branding Off-Hook Call Control Unity BroadWorks Login Windows7, 8, 8.1 [32 and 64-bit]. Note; users do not need any special permissions to install Unity in Win7, 8 R14.9 and above. Note: Call Centre stats are only available in Unity Agent, Supervisor and Wallboard on R16 and above. None. The BWKS service provider requires no servers to run Unity. Also, Unity does not require the XSP. All IM and licensing is hosted by Kakapo Systems in London. Unity is an auto-updating application. You should never need to reinstall even when you migrate to newer versions of BWKS. The logo displayed in Unity is pushed from our central licensing server. Service providers can update this logo for any reason, for example to advertise a special offer or pass seasons greetings at New Year. When the user restarts Unity the new logo will be displayed. A URL can also be specified as the logo is clickable. Animated gif s are also supported. For service providers running a private label channel, Unity can be branded for the reseller with the same capability as above. Unity can also be branded for specific customer groups if required Answering and releasing calls using the call control buttons in Unity will take the endpoint off-hook provided the device supports this. To login to Unity the user needs their BWKS username and password and the server address of the providers BWKS platform. There is no other account creation needed for IM or other Unity features.

2 Unity License Provision Service providers can allocate Unity licences in two ways; either directly on the Kakapo Systems licensing portal, or by integration with their existing provisioning systems. Our licensing server supports XML integration allowing providers to create Unity services that are allocated when the users other BWKS services are assigned within their existing provisioning process. 14 Day Trials By default all Unity products come with a 14 day trial. This allows the service provider to make Unity available to prospective customers without the operational burden of allocating then removing trial licences. At the trail expiry the user will see a prompt that has been specified by the service provider in the Kakapo Systems licensing portal. IM Logging Kakapo Systems IM server acts as a relay, there is no central record kept of any IM conversations. By default, IM records are kept locally in the C://Program Files/Unity Client/Instant Message Log folder. Alternatively, a network location can be specified. IM Encryption IM conversations are encrypted using industry standard DES Call Logs By default Unity will display the last 20 Missed, Received and Dialled numbers. Unity will also support Enhanced Call Logs if the user has that service assigned Busy Lamp Field Unity will display either 8 [in Unity Lite] or 20 [in Unity Pro] monitored users. On first use Unity will populate the User Status tab [Busy Lamp Field] with the first 8 or 20 users in the BWKS Group alphabetically. The user can right-click to change the monitored users. These changes are saved in the registry. Group and Enterprise Support Unity can be set for Enterprise support. For service providers that create customers as Enterprises, with Groups under that, there is a setting in the Kakapo licensing portal that allows users visibility across the Enterprise. Unity Signalling Unity sends CAP commands directly to the BWKS OCI for call control and presence information. Citrix/Terminal Services Unity will work in a terminal services environment

3 Call Control BroadWorks Directory Integration BroadWorks Service Configuration Recording Call Centre Events Account Code Integration Unity Connect API Unity Presence Change ACD States Levels of call control depend on the BWKS services assigned to the user. For example if the Call Transfer service is not assigned then this feature will not be available. If neither the three-way or n-way conferencing services are assigned then conference calls will not be available. This includes the BWKS personal directory, enterprise/group directory, group common phone list and speed dials. The personal directory can be managed through Unity. All main BWKS services available. Only services assigned to the user can be seen or configured. Call centre events include changing the ACD state (including the unavailable reason code) and joining and leaving a call centre. If account codes are used in BWKS then they can be assigned to calls in progress by right-clicking the call and selecting the account code to assign it to from the context menu displayed. Please refer to the Unity Connect API white paper for a full description of this feature. Offers hook status presence [engaged, free, unavailable, ringing] for all monitored users. This also displays future scheduled presence as well as current. For example, a user could state that they are in a meeting tomorrow from 9:00 until 11:30, Unity will then automatically change the user's presence setting at 9am so all other users can see this user is in a meeting. At 11:30 the presence will again be automatically changed to show the user as in the office (or another presence setting). The user's Unity client does not need to be running for this automation to take place. When using BWKS R17 and above the reason code can be set when selecting the unavailable ACD state.

4 BroadWorks Licences Required There are no additional, chargeable BWKS services required to run Unity. The only license required is Client Call Control, which is included with Enterprise Stand and Premium. Unity will only display the services, and make available the functionality, that has been assigned to the user. If the user does not have CommPilot Express Profiles for example, then they will not see this option in the main Unity interface. The same applies to remote office, call forwards, sim ring etc. All users will have Call logs displaying the last 20 Missed, Received and Dialled calls. If they have Enhanced Call Logs then the Unity Call Logs tab will reflect this. Users will only be able to make 3-way conference calls unless they have n-way call assigned.

5 Unity Version BWKS Licences Required Unity Desktop [Lite and Pro] Mandatory: Client Call Control Optional: SimRing, Call Forward [various], 3-way/n-way call, remote office, CommPilot profiles etc Note: Unity does not require the Busy Lamp Field service in the BWKS Enterprise Premium seat to run User Status BLF. Enterprise Standard BWKS users get the full Unity BLF Unity Agent Mandatory: Client Call Control and Call Centre Agent Standard/Premium [on R16+] Mandatory: Client Call Control must also be assigned to the call centre for the Calls In Queue and Longest Wait Time stats to be real-time. Otherwise they are polled on a configurable timer Note: Unity does not require the BWKS Call Centre Agent license. Unity Agent is a direct replacement for BWKS Call Centre Agent client. Unity Supervisor Mandatory: Client Call Control and Call Centre Agent Standard/Premium if the Supervisor is also acting as an Agent Mandatory: Client Call Control must also be assigned to the call centre for the Calls In Queue and Longest Wait Time stats to be real-time. Otherwise they are polled on a configurable timer Note: An Enterprise Standard user can be a Unity Supervisor. The user logs in using the login ID and password for each call centre they are supervising. Unity Wallboard Mandatory: Client Call Control must also be assigned to the call centre for the Calls In Queue and Longest Wait Time stats to be real-time. Otherwise they are polled on a configurable timer Note: Unity Wallboard is not assigned to a user in BWKS. There is no BWKS seat required to run Wallboard. Like Unity Supervisor, the Wallboard needs the login ID and password for each call centre that is going to be displayed.

6 Unity Product Description Unity Pro Features provided; o Call control o Access to BroadWorks Directories o User Status [Busy Lamp Field] Displays 8 users o BroadWorks service configuration o Quick keys o Outlook Contacts click-to-dial o Call pick-up o Instant Messaging o User Status [Busy Lamp Field] Displays 20 users o Hoteling [hot-desking] logon/logoff o Browser integration [click-to-dial and URL append] Unity Enterprise All Unity Pro features but also including: o Outlook Calendar integration o Unity Connect API integration with third party database applications

7 Unity Agent All Unity Pro features but also including; o Agent state [available, unavailable, wrap-up] o Supervisor call/im o Dynamic call centre login/logout o Statistics for all queues that the Agent is a member of [the Agents own stats and summary queue stats such as calls in queue] Unity Agent Enterprise All Unity Agent features but also including; o Unity Connect API integration with third party database applications o Call Back of abandoned CallerID s Unity Supervisor All Unity Agent features but also including; o Visibility of Agent and Queue status o Ability to force Agent state [wrap-up, available, unavailable, sign-in, sign-out] o Ability to set alarms against queue Unity Wallboard o Visibility queue statistics o Ability for User to specify which queues and statistics are displayed

8 Unity Feature Schedule Functionality Unity Desktop Unity Agent Unity Supervisor Unity Wallboard Lite Pro Enterprise Standard Enterprise Standard Enterprise Call Control yes yes yes yes yes yes yes no Broadworks Service Configuration no hoteling yes yes yes yes yes yes no Outlook Integration yes yes yes yes yes yes yes no Broadworks Directory Integration yes yes yes yes yes yes yes no Busy Lamp Field no Instant Messaging no yes yes yes yes yes yes no SQL/LDAP Directory Integration no yes yes yes yes yes yes no Join/Leave Call Centre Queues no yes yes yes yes yes yes no Change ACD States no no no yes yes yes yes no Recording Call Centre Events no no no no yes no yes no Display Call Centre Statistics no no no Yes, but only on Broadworks R16 and above Set Call Centre Alerts no no no no no yes yes yes Account Code Integration yes yes yes no no no no no Unity Connect API no no yes no yes no yes no Unity Presence no no yes no no no no no