IP Office Contact Center

Technical Feature Overview and Uses Cases

Objective of SE/Partner IPOCC Demo Package

Empower the SE and Partner Community to:

• Articulate briefly IP Office Contact Center advantage

• Build out a IP Office Contact Center Server with initial configuration

• Customize initial configuration with demo specific task flows, IVR scripts

• Present impactful demo of IP Office Contact Center main functional areas

• Agent Experience • Supervisor Experience • Administrator Activities including basic knowledge flexibility to customize all

aspect of the system

Avaya IP Office Contact Center

Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable

Contact Center

Networking Security

Collaboration

Avaya Contact Center Solutions for IP Office

Voice

Multi-channel

Integrated advanced

applications

Suite-based enterprise

features (HA, session mgmt.)

400 5 250 30 50 100

Primary Competitors: ShoreTel

Voxtron (BT)

Altitude

Presence

Primary Competitors: Genesys Express

Cisco UCCx

Altitude

Presence

Huawei

Primary Competitors: Genesys

Cisco

Interactive Intelligence

Altitude

Primary Competitors: Genesys Express

Cisco UCCx

Altitude

Presence

Huawei

Avaya Contact Center offers based on Avaya Aura

Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)

Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)

Competitors:

Cisco UCC-X

Interactive Intelligence CIC

Aspect

Shoretel

Genesys Express

Huawei

Shoretel

Etc.

Avaya Contact Center Select

GA June 24

Avaya IP Office Contact Center

GA Feb 28

Contact Center Solutions for IP Office

What Are We Launching?

Inbound

Outbound

Small and midsize Business

Customers and prospects

Avaya Contact Center Solutions for IP Office Multichannel Innovation Built for Small and Midsize Business.

Build Satisfaction & Loyalty…

Build Lifetime Value…

One Interaction at a Time…

IP Office Contact Center Powerful features

• Real time & historical reports • email/web/voice transactions

• Powerful, customizable agent desktop

• click to call, multichannel view etc

• Call recording for every Agent and Supervisor

• Improves agent performance, eliminate conflicts

• Built in IVR promotes self service

• Reduce agent handle time

Supported in US, Canada, UK, Australia, New Zealand, India (English only)

Agent Capacity Add to IP Office IP Office Contact Center Server

IP Office Server Edition

Up to 100 agents at up to 32 nodes supported by the

primary server

PROVISION Additional Hard Drive

on SE Server

‒ Contact Recorder

Partner-Supplied Server

Windows 2008R2 or 2012 R2 Server Minimum hardware requirement

– Intel Xeon E3 Quadcore 3.1 GHz – 8GB DDR3 ECC – 1 x Seagate ST500DM002 –

500GB formatted capacity, 7200 RPM, 16MB cache, SATA interface, RAID1

– RAID controller (Intel C202) onboard – 1 x 1GB NIC

Sample servers

‒ Dell D210/220 ‒ Fijitsu PrimergyTX1000S3p

IP Office 500v2

Up to 30 agents at a single site

(no multisite contact center support over SCN)

ADD Partner-Supplied

Application Server

2 x hard drives ‒ VMPro ‒ Contact Recorder

IP Office Contact Center Configuration Options Sold as software – ISO or OVA

IP Office Contact Center Terminology

Task - Represents a customer telephony call, email or chat

Topic - Media independent route point, essentially a virtual device that can receive

multiple, simultaneous calls for redirection via a Task Flow. Tasks are queued at the

Topic level first.

Task Flow (Call Flow) – A progression of steps to determine the routing of a task

coming into the Contact Center. This “script” contains a beginning, logical steps based

on system and call specific elements and a destination. This is presented graphically in

the contact center system.

Agent Group / AG – Provides destination point for tasks in which agents can log into to

receive the tasks. The system accepts the task as a Topic which follows the task flow

ultimately sending the task to a free agent in the agent group.

Team - A list of agents configured in a team, used for reporting

Wrap Up – Equivalent to After Call Work, it is the time an agent uses to complete work

between calls

Text Block - Homogenized responses for increase productivity. Once created, Text

Blocks can be used in templates or assigned to Topics and be offered to agents when

editing a message belonging to that Topic

System Configuration & Setup 1. Step

Collect the customer data in an Excel template

2. Step Install software

3. Step Import the customer data and

test standard features

Custom Setup Make customer specific

configuration

Excel

The system configuration will be defined in a special prepared Excel file according to the customer requirements

Core System: Windows MSI setup unattended or VM-Ware template

Clients: Windows MSI setup unattended

Depends on

The software will be installed with Windows standard setups (MSI) routines bundled in setup wizard.

The collected system requirements will be imported. The system is operable and can be tested with standard call/task flows and standard announcements.

Clean System

About 1 h for 20 Agents

According to the business process of the customer the call/task flows will be implemented via the Phoenix drag & drop task flow editor and the IVR editor

IP Office Contact Center

Depends on the customer requirements

Step 3 - Easy Tools to Deploy Initial System Based on Customer Needs

Customer Data input spreadsheet Task Flow Layouts

Agent Desktop Features and Functions

Agent Applications

Home – Landing page after login. Contents is configurable with a subset of real time statistic elements

Telephony - Application where Agents process calls and view customer information. Can preform actions like pickup calls from other Groups and topics; review and call back abandoned calls Email - Application where Agents process emails

Chat - Application where Agents process chats

Agent Screen – Customized View

• Customize to Team or Agent Group standards

• Add real time information relevant to Task Flows and Skills

• Personalize the Agent User Interface

Agent User Interface – Minimized view • Minimizes as a fully functional side bar

allowing for other PC work to continue

• Expand, contract or maximize to larger User Interface as needed

Full Call Control

Expanded View

Agent Status per Task

Task type – Audio, Email, Chat

Sidebar View

Agent User Interface – Telephony View • Full agent control:

• Sign in/out Agent Groups

• View history

• View Customer Details

• Customizable to define size and information visible

• Access to available Tasks and Media functions

• Organize views in tabs and make use of hyperlinks

• Integrated Internet Explorer option for Call Data driven searches and/or access to web ticketing

Email Processing

Answer, create, postpone and forward

Integrated address book

Text blocks definable to assure high quality answers and speed

Channel prioritization and definable workload per Agent

• Integrated Chat

• Answer, create, postpone and forward

• Auto respond with Pre-Defined Text messages to assure high quality answers and speed

• Integrated address book and customer database

• Channel prioritization and definable workload per Agent

Agent User Interface – Chat View

© 2013 Avaya Inc. All rights reserved. 19

Agent Desktop Live Demo

Supervisor Desktop Features and Functions

Supervisor Applications

Real Time Information – View, manage & configure real-time Contact Center statistics

Reporting - Manage, configure & view historical, counter based Contact Center statistics

Agent Status Report - Configure & view statistical information about agent activities that are not concerning call or e-mail handling.

Contact Details Report - Configure and view statistical information about single contacts (calls or e-mails).

• Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions)

• Supervisor silent monitoring

• Fully customizable, Feature rich interface

• Coaching functionalities

• Reports comparable with integrated reports like CMS

• Pickup and delegate calls

Supervisor User Interface

Real Time Information

Overview of contact center status

Individual monitoring screen with integrated telephony function

Information available for agents, team leaders and supervisors

Waiting queue of all tasks including Email & Chat

Service level information

Real Time Data

Waiting queue of all channels including Emails and Chats

- Lists of waiting calls/emails… - Service level - Thresholds

Agent state per Agent Group/Team - Integrated Telephony functions - Remote login/logoff, sign on/sign off

Statistics Counter based reports

• Configurable parameters per report

• Timescale

• Duration

• Counter type (agent, topic, media)

• Report type (manual, automatic)

• Individual reports

• Predefined Reports

Call based reporting • Contact evaluation

• Customer history

• Agent history

Historical Reporting

• Statistics • Counters available for topics, agents, AG, team, …

• Export to Excel (optional automatic use of customer defined macro) csv, pdf, rtf • Send Reports via Email

• Output with defined resolution (minutes, hours, days, weeks … )

• Defining of period (start stop, day of week)

• Scheduled (automatic) or cyclical statistics

Agent Status and Contact Details

Agent Status Report: Non-Task related events

Contact and Customer Details Report

© 2013 Avaya Inc. All rights reserved. 28

Supervisor Interface Live Demo

System Call Handling Operational Overview

IP Office Contact Center Inbound Call Handling Overview (Topics and Call Flows)

1. Call is received via IPO and forwarded to IPOCC via SIP extension.

2. Incoming customer calls/tasks trigger a Topic by using the Topic designation (e.g. Sales = extension 7000, sales@company.com or chat to sales@company.chat)

– IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center

– Email and Chat use internal SMTP and Chat client services

3. Each Topic is linked to a Call or Task Flow

– Task Flows determines the routing of the call or task

– Task Flows have a start, routing logic and a destination

– Destinations are Agent groups, External Destinations, IVR, other topics, etc.

© 2013 Avaya Inc. All rights reserved. 31

Topic; Agent Group; Agent Configuration Demo

Administrator Screens Features and Functions

Administrator Applications

Configuration - Configure main Contact Center elements

Task Flow Editor - Configure Contact Center routing rules

UI Configuration - Configure & assign Contact & Menu Bars, Home & Telephony features

IVR Editor - Configure IVR scripts, Announcements & user response

Dialer - Configure outbound dialer jobs & campaigns

Email - Configure email (UMR) core components

Text Blocks - Configure blocks of text used for Email auto reply templates

Address Book - Configure address book access and availability to Email

Administration Landing Screen

• Aggregated contact center services and elements (per tab)

• Configured system connections and system services

• Define Agent, Agent Groups, Teams and Topic views

• Set country and manage customer data base

• Define and manage announcements

IP Office Contact Center Topic Configuration

• Topic are associated tasks by • Extensions for telephony i.e. 4357

• Email addresses for Email Tasks (sales@mail.company.com)

• Instant Message IDs for Chat (sales@chat.company.com)

• Topic are used to present tasks to a call flow associated with the topic

• Unlimited Topics can be defined

• Set Skill levels needed for topic

• Set routing order and availability

Change picture

IP Office Contact Center Agent Group Configuration

• Thousands of agent groups can be defined (5-10 are commonly used)

• Each agent can be member of up to 120 agent groups (per media type)

• Each Agent has its own level or priority assigned to the agent group (1-60)

• Distribution rules for an agent group: - priority - in the same priority level: longest idle time

• Agent Groups are the destination for topics after call routing logic is complete, tasks are queued and presented to agent when available.

IP Office Contact Center Agent Configuration

• Any number of agents can be defined, but only the licensed number can be active

• Assign Agents to Agent Groups and teams

• Set agent multi-channel access

• Set agent skill level

• Each agent can be member of up to 120 agent groups (per media type)

• Set priority level for assigned groups

• Define privileges and authorize access to system elements such as topics

Task Flow Editor Task Flow Menu

Identify Source!

Define Condition!

Choose Destination

Task Flow Editor Example Structure

Change picture to call flow from training session/demo setup

IP Office Contact Center Interactive Voice Response (IVR) Overview

• Self Service Component (IVR) with a graphical script editor built in

• Touch tone (DTMF) capabilities by default. Text-to-Speech available from Microsoft or can use Nuance with additional cost (Speech Recognition can be done via Nuance)

• Access to standard ODBC enabled data bases

• Option to play plain announcements only (non interactive, no touch tone)

IVR Editor • Graphical tool for built in Self Service Component (IVR)

• Announcements (.wav) PCM-coded

• DTMF recognition (also: fax recognition)

• Voice messages

• record (silence detection)

• Email, delete

• Routing

• Access to ODBC enabled databases

Drag Drop elements to build highly productive and sophisticated IVR interaction using recorded or Text to Speech Announcements, data base queries, system or call specific events and much more

© 2013 Avaya Inc. All rights reserved. 42

System Configuration Live Demo

IP Office Contact Center Solutions – Sales Track • www.avaya-learning.com Log in using SSO credentials

• Pre-requisite: IP Office SME sales credential. • Earned by completing on line assessment 2S00010A.

• IP Office Contact Center Course: • 2M00100O Selling Avaya Contact Center Solutions for IP Office

• Duration: 1 Hour

• Online Tests (to earn APSS – IP Office CC Sales Credential) • 2M00001A Selling Avaya Contact Center

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