May 15 2018, page 1 of 18 Competella Unified Communication Suite Release 2.5 General The Competella Unified Communication Suite offers professional solutions for contact centers and a switchboard attendant services. The system includes IVR, advanced queuing, recording, schedule, call back, call control and provides fast and optimized client applications for your agents. The Competella Communication Suite supports multiple media channels and the customers can use, voice, chat and mail to communicate with the contact center. The system also offers advance functionality to communicate with your internal organization including advanced directory search engine with presence and calendar information. To maintain high quality and high availability for the services there are tools for on-line monitoring, statistics reports, customer satisfaction surveys and functions for maintenance and surveillance of the system. Competella Unified Communication Suite supports both Skype for Business in Office 365 or Onpremises. The Competella system is very scalable and flexible and can be configured for single customer and multitenant configurations for Service Providers. The Competella Unified Communication Suite is part of the Microsoft infrastructure and is designed to comply with the technical framework and architecture that is defined by Microsoft. The product suite adds new values to Microsoft Office and Skype for Business and is designed to utilize and integrate with other Microsoft Office products e.g. Dynamic CRM, Exchange and Teams. Application Suite for Contact Center, Workgroups and Attendants The products in the Communication Suite can be used in four typical solutions; Competella Contact Center Enterprise, Contact Center Workgroup, Attendant Console and Office User add-ons but it is also possible to setup your own solution combining the products in the Communication Suite. Contact Center Enterprise Advanced contact center Multi-channel Windows client Skilled based routing Statistics and monitoring Contact Center Workgroup Hunt group, ACD, Response Group Clientless Statistics and monitoring Attendant Console Advanced Attendant client Presence and calendar integration User Add-ons Office client with directory search Activity Management Boss-secretary functionality
May 07 2018, page 2 Contact Center Enterprise The CCE (Contact Center Enterprise) is a high-end multi-channel contact center solution designed to provide easy and efficient service to your customers. The CCE supports different media including voice, chat and mail. A windows client application provides an efficient and optimized user interface for your agents providing different views for the queues, monitoring of active agents, advanced call control and directory search tool. The queue functionality provides schedules for opening times, welcome-, queue-, overflow- messages and supports different call distribution methods; longest idle, parallel or serial. The CCE also provides an IVR (Interactive Voice Response) voice menu call flow to make it easy for customers to access the different services provided by the contact center. In many contact center solutions the information about the customers are stored and managed in a CRM system. The CCE can easily be integrated with different CRM/ERP systems. The Competella system will identify the customer, distribute the call or contact to a free agent and then automatic pop-up information about the customer in your CRM system. Voice Chat Mail
May 07 2018, page 3 Functions Multi-queue support with flexible configurations of queue messages, opening hours and overflow actions. Automatic call distribution, supports longest idle, round Robin and parallel ringing Support for voice-, IM- and mail-queues The queue provides greeting message, info about position in queue and music on hold Private-, group- or Skype for Business global parking of calls Synchronization with Microsoft Active Directory Server (LDAP) Interactive Voice Response - IVR (option) Recording of calls from and to agents (no external equipment is needed) Contact history log Traffic analysis reports Supervisor listen in, whispering (free seating) Temporary queue messages (avalanche messages) recorded and enabled remotely via a phone or the web based management tool. Call-back initiated from the queue Queue Monitor Wallboard Single sign on using Active Director credentials Products Specifications Server platforms UC (Unified Communication) Server (required) CCE (Contact Center Enterprise) Server (required) CCE (Contact Center Enterprise) Chat CCE (Contact Center Enterprise) Mail Client and Server Applications Multimedia Agent (required) IVR (Interactive Voice Response) Express Callback Recording Management tools Advanced Statistics Scheduled Statistics Queue Monitor
May 07 2018, page 4 Competella Contact Center Workgroup The Competella CCW (Contact Center Workgroup) is a mid-range contact center providing features and functions beyond the level of Skype for Business Response Group Service. The CCW is clientless, meaning that it doesn t use any separate client application. The agents can use any device e.g. Skype for Business client, mobile or fixed phones for answering incoming calls from the group number. With a responsive web application, the Agent Access, the agents can login/out to the queues and select device for incoming calls. The queue functionality provides schedules for opening times, welcome-, queue-, overflow- messages and supports different call distribution methods; longest idle, parallel or serial. Competella IVR (Interactive Voice Response) provides easy tool to configure voice menus that can be used as a front end to the CCW queues. The CCW can also be integrated with your CRM/ERP system. In the CCW queue or in the IVR the customer calling identity will identified and when the call is answered by an agent information about the customer will automatic popup in your CRM system.
May 07 2018, page 5 Functions Greeting message Automatic call distribution: supports longest idle, serial call, round Robin and parallel ringing Call queuing with Music-on-hold Web-based configurations of greeting messages, opening hours, overflow actions. Agents can be connected to multiple queues Calls can be distributed to soft/hard phones and mobile phones. Support for Simultaneous Ringing Agents can log in/out to a queue using a Web application (also from a mobile phone) IVR (Interactive Voice Response) Traffic analysis reports (incoming calls, abandoned calls, recalls, handling time, queue time, answering time for queues and agents) Scalable Products Specification Server platforms UC (Unified Communication) Server (required) CCW (Contact Center Workgroup) Server (required) CCW (Contact Center Workgroup) Chat Client and Server Applications Agent Access IVR (Interactive Voice Response) Express Management tools Advanced Statistics Scheduled Statistics Queue Monitor
May 07 2018, page 6 Attendant Console The Competella AC (Agent Console) is an excellent tool for switchboard operators that integrates call control with an advanced directory search tool, access to presence, calendar, e-mail and IM. The Windows client application, the Multimedia Attendant, provides an optimized user interface with direct access to the most common functions from shortcuts on the keyboard. It also provides fast access to relevant information about the competences and employees in the organization. The Competella AC offers both classic switchboard functionality but also new functionality provided in the Skype and Microsoft office environment that enables the switchboard attendants to use modern tools to service customers. The AC is using the CCE server, which means that the attendants can benefit from all functionality in an advanced contact center and in this way you can provide both switchboard and contact center service with the same agents. Functions Multi-queue support with flexible configurations of queue messages, opening hours, overflow etc. Automatic call distribution, supports longest idle, round Robin and parallel ringing The queue provides greeting message, info about position in queue and music on hold. Screen pop-up on incoming calls, recalls and redirected calls with call info, directory data, calendar info and greeting messages Blind transfer and consult call, toggle A between B or both (3-party conference) Camp-on busy with voice menu support for both SfB/Lync user, PBX-extensions and mobile phones Recall on no answer or busy (to the originating attendant) Private-, group- or SfB/Lync global parking of calls Monitoring and control of incoming, outgoing, queued / parked calls Monitoring of user presence status and calendar info in search list Monitoring of attendant status Direct drop to voice mail Advanced and fast directory search tool (organization, skills etc.)
May 07 2018, page 7 Fuzzy and progressive search Key shortcuts to all common functions, mouse is not needed Synchronization with Microsoft Active Directory Server (LDAP) Supports Skype for Business client /hard phone, mobile phone and simultaneous ring for the attendants Send email. Templates for email including personal greeting and automatic insert of A-number users Send SMS Recording of calls from and to attendants (no external equipment is needed) Supervisor listen in, whispering (free seating) Display and managing of forwarding settings on behalf of end users (requires the Competella Office Client License) Temporary queue message (avalanche messages) Transfer call and send message to other attendants Send DTMF Display alert before transfer to voicemail or other attendant queue User authorization using Active Directory Queue Monitor Wallboard (option) Products Specifications Server Platforms UC (Unified Communication) Server (required) CCE (Contact Center Enterprise) Server (required) Client and Server Applications Multimedia Attendant (required) Calendar Integration Recording Mobile Presence Gateway Management tools Advanced Statistics Scheduled Statistics Queue Monitor
May 07 2018, page 8 User Add-ons The User add-ons provide different functionality and tools for the office users that complements and enhance functionality in the Skype for Business client and the mobile phone. Office Client The Office client application offers advanced search functionality based on the same directory information that is used by the switchboard attendants. You can also manage your activities providing information to your customers when you are not available. The web application is responsive and suitable both for PC clients and mobile phones. Availability Voice Agent The Availability Voice Agent provides personal voice response information with greetings, current activities (reason and back time information) and a voice menu with option to transfer to voice mail, switchboard service, your mobile phone or other destinations when you are not available. Forwarding Tool With Forwarding Tool you can remotely change the forwarding settings in the Skype for Business client for other persons. You can easily assign which users that should have access to change other users forwarding settings. Routing Agent The Routing Agent is a tool that enhances the options to forward calls in the Skype for Business environment. This includes multiple ways to forward calls when you are Busy in a Call or DND (Do No Disturb). You could for example provide a busy tone (busy-on-busy functionality) and you can forward to predefined destination when you have set DND.
May 07 2018, page 9 Mobile Presence Gateway The Competella Mobile Presence Gateway receives free/busy information from the mobile network and adds this information to your Skype for Business Presence. This makes it possible for the Skype for Business users and the Attendants to see when a colleague is busy in the mobile phone Products specifications Platform and server roles UC (Unified Communication) Server (required) Clients and Server Applications Office Client Activity Management Mobile Presence Gateway Availability Voice Agent Routing Agent Forwarding Tool
May 07 2018, page 10 Competella system overview The Competella UC (Unified Communication) Server is the platform for the Competella Unified Communication Suite. The Competella UC Server is hosting different Skype for Business trusted applications that interact with the Skype for Business server based on the Skype for Business native API s (UCMA - Unified Communication Managed API). The Competella UC Server also integrates with Microsoft Active Directory and Exchange for access of directory data, e-mail and calendar information. The Competella UC Server can optionally be integrated with other external systems e.g. SMS- and mobile presence providers. The UC Server is using a Microsoft SQL to store configuration and directory information. The configuration can be updated from a web-based portal, the Web Management or with Power Shell commands. Users in the organization CC Agents and Attendants PSTN Mobile Network Internet/federation SIP Trunk Skype Server UCMA Competella Server CRM systems Other Directories AD Exchange UM, Calendar SQL Server Fig: Configuration for single customer with Skype for Business On Premises Language support The standard language for the Competella Unified Communication Suite is English. Some of the client applications also have multi-language support including English, Swedish, Norwegian, Danish, Finnish, German and French please see the individual Product Specifications. Data security The Competella Unified Communication Suite includes functionality and recommendations for protecting personal data and functionality to list and anonymized /remove information of individual persons. Please see GDPR description and GDPR policy documents.
May 07 2018, page 11 Configuration examples Hybrid with Office 365 O365 Tenant Service provider PSTN SIP Trunk Agents registered in Skype for Business in O365 or On Premises Hybrid UCMA Skype Server Competella Server Configuration for Service Providers or customers to use Competella products to user and agent in Office 365 providing a hybrid to an On premises Skype and Competella Server.
May 07 2018, page 12 Configuration examples Federation with Office 365 Customers in O365 Tenants Agents registered in Teams or O365 SfB PSTN SIP Trunk Service Provider Cloud Connector MS Calling Plan Federation UCMA Skype Server Competella Multitenant Server Configuration for Service Providers to offer Competella products for customers in Office 365 based on a On Premises Skype for Business and Competella Server.
May 07 2018, page 13 Server platforms Unified Communication Server (UC Server) Server platform for the server and client applications including store for directory and configuration, directory import utility, web based and power shell based configuration, UCMAinterface and process application manager. Contact Center Enterprise Server (CCE Server) Queue and call handling for the CCE. Contact Center Enterprise Chat (CCE Chat) Receives chat from a company web pages in the CCE queue and distributed to a CCE Agent. Contact Center Enterprise Mail (CCE Mail) Receive mail in the CCE Queue and distribute to a CCE Agents. Contact Center Workgroup Server (CCW Server) Queue and call handling for the CCW. Contact Center Workgroup Chat (CCW Chat) Receives chat from a company web pages in the CCW queue and distributed to a Skype for Business client.
May 07 2018, page 14 Products for Contact Center and Attendant Console Interactive Voice Response (IVR) Call flow based on VoiceXML with voice menus, voice prompts and schedules for CCE and CCW. Interactive Voice Response Express (IVR Express) Call flow with voice menus, voice prompts, schedule and temporary queue greeting recording for CCE and CCW. Multimedia Agent Windows client application for CCE Agents. Multimedia Attendant Windows client application for CCE Agents and AC Agents including Calendar integration, remote forwarding settings and management of activities. Calendar Integration View calendar information in Multimedia Agent. Agent Access Web client application for CCW agents. Callback Callback functionality for CCE and AC. Recording Recording for CCE and AC Agents. XRM Integration Set automatic popup by an URL defined by calling customer phone number in Multimedia Agent.
May 07 2018, page 15 Products for Office Users Routing Agent (RA) (Only for Skype for Business On Premises) Improved call routing. - Busy-on-busy - Set forward on DND and In a call Mobile Presence Gateway (MPG) Set presence In a call when busy on the mobile phone. Josefin Nordstrand Busy on mobile Office Client Web client application with advanced search in the corporate directory for the office users. Also including Activity Management and mobile line state (Mobile Presence Gateway required). Activity Management Improved management of DND. - Set timeout - Add information of end time and reason as extended presence info. - Set forwarding on DND Reason Code Default time Lunch LUN 45 min Away AWA 30 minutes Sick Leave SIC - Gone for the day GFD Next work day Holiday HOL 1 month Call Forwarding Tool Manage forwarding settings on other users. Availability Voice Agent (AVA Agent) Automatic voice response with availability information.
May 07 2018, page 16 Supervision and Management Tools Statistics Basic Basic Statistics for CCE, CCW and AC. Statistics Advanced Advanced Statistics for CCE, CCW and AC. Statistics Scheduled Scheduled Statistics for CCE, CCW and AC. Queue Monitor Web based on line monitoring of agent and queues for CCE, CCW and AC.
May 07 2018, page 17 CCE and CCW comparison There are two different queue and call server platforms. The Contact Center Enterprise Server and Contact Center Workgroup Server. The Contact Center Enterprise Server is more advanced and based on Skype for Business conferencing enabling recording and supervisor listen in/whisper. The Contact Center Workgroup Server is very scalable and not dependent on the Skype for Business conferencing resource. Functions CCE CCW Call handling via a client application installed at the agent Window PC No, clientless License model for Agents Concurrent Agents (logged in) Per Agent User Web based management tool for setting up queues, agents and schedule Web based statistics Support for chat from a web pages The chat conversation from a web page to the Competella Contact Center is based on Microsoft new API for Skype for Business. Multi-queue support with flexible configurations of queue messages, opening hours, overflow etc. Automatic call distribution, supports longest idle, round Robin and parallel ringing Supervisor listen in (a super visor can both listen and talk to an agent during a call with a customer for education and coaching purpose). No Recording for calls to and from Agents in the Contact Center No, must be done with external recording software Private-, group- or Lync global parking of calls Parking provided by the functionality in the Skype for Business client Agents imported from AD Measure of call handling time to Agents Callers get greeting message and info about position in queue. Music on hold. Interactive Voice Response IVR Contact history log Provided by the Skype for Business standard functionality Recording of voice prompts in the call flow (greeting prompt, queue prompt...) managed from any phone device via a DTMF and a voice menu Call back No Queue Monitor (wall board) Agent phone device support: SfB client, mobile phones, any phone device Primarily SfB client Any phone device Single sign-on (windows authentication) N/A clientless Client for administration of login/logout of queues, Agent phone devices in the PC client, web based client (windows authentication) CRM integration, more options, basic Advanced attendant including e.g. call handling and directory search functionality No
May 07 2018, page 18 Product and License overview Product One Time (OT) CCW UC Server UC Server (per server) CCE Agent, CCW Agent or AC Agent (per user) Contact Center Enterprise Server (CCE Server) CCE Agent or AC Agent (per concurrent user) CCE Agent or AC Agent (per user) Contact Center Enterprise Chat (CCE Chat) Contact Center Enterprise Mail (CCE Mail) CCE Chat Agent (per concurrent user) and UC Server Mulchannel (per Server) CCE Mail Agent (per concurrent user) and UC Server Mulchannel (per server) CCE Chat Agent (per user) CCE Mail Agent (per user) Contact Center Workgroup Server (CCW Server) CCW Agent (per user) CCW Agent (per user) Contact Center Workgroup Chat (CCW Chat) CCW Chat Agent (per user) and UC Server Mulchannel (per server) CCW Chat Agent (per user) Interactive Voice Response (IVR) IVR (per main number) IVR (per main number) Interactive Voice Response Express (IVR Express) IVR Express (per main number) IVR Express (per main number) Multimedia Agent CCE Agent (per concurrent user) CCE Agent (per user) Multimedia Attendant AC Agent (per concurrent user) AC Agent (per user) Calendar Integration AC Agent (per concurrent user) AC Agent (per user) Agent Access CCW Agent (per user) CCW Agent (per user) Callback Call back (per queue) Call back (per queue) Recording CCE Agent or AC Agent (per user) CCE Agent or AC Agent (per user) XRM Integration XRM Integration (per concurrent user) 1) XRM Integration (per user) 1) Routing Agent (RA) Routing Agent (per Font End Server) Product not available Mobile Presence Gateway (MPG Mobile Presence GW Client (per user) and Server (per server) Mobile Presence GW (per user) Office Client Office Client (per user) Office Client (per user) Activity Management Office Client (per user) Office Client (per user) Call Forwarding Tool Call Forwarding Tool (per user) Call Forwarding Toll (per user) Availability Voice Agent (AVA Agent) Availability Voice Agent Client (per user) and Server (per server) Availability Voice Agent Client (per user) Statistics Basic UC Server (per server) CCE Agent, CCW Agent or AC Agent (per user) Statistics Advanced Statistics Advanced (per user) Statistics Advanced (per user) Statistics Scheduled Statistics Scheduled (per user) Statistics Scheduled (per user) Queue Monitor Queue Monitor (view) Queue Monitor (view) 1) per CCE Agent, CCW Agent or AC Agent