311 Telecom Information

CRM Vendor BriefingJanuary 22, 2010

Agenda

Current Telecom Environment Planned Telecom Environment Questions

Current Telecom Environment

PSTN

CiscoCall

Manager

Genesys Middleware

Call Information is presented to Genesys Middleware PBX via 2 CTI Links to MAPD cards in the PBX.

StatServer tracks Agent, VDN & Other configured objects to allow the Routing Strategies to correctly route Calls.

TDD Calls are always handled by Genesys & NXO Systems. After hours a “Closed” message is presented.

YesNo

Xfer CallTo VTO for

“Sold On Hold”

Have AvayaTransfer Call

To311 Agent

Call TransferredAs RequestedTo 311 Agent

NXi

PrimaryCTI Link

BackupCTI Link

Avaya PBX (611 Walker G3R)

AgentReady

CiscoVoice Portal

Current Telecom Environment

Cisco Call Manager / Cisco Voice Portal

Genesys Avaya G3R Nice – call recording NXi – TDD Symon - Display

Planned Telecom Environment

CoHLAN / WAN

PSTN

Avaya G450 Media Gateway

PORTS 1-24 2420161284 PORTS 25-48 484440363228

ASYNC 1 ASYNC 2

A1

A2

CONSOLE POWER

CONSOLE

STATUS

BASE-TX

VG 248

10/100

LINK

100

RX

TX

Cisco Call Manager

COMPACT

Avaya S8720

CiscoIP Phone

311

CoH Data Center

T-1 (TDM) Trunk

IP (Virtual) Trunk H.323

Network Connection

NXi

PC w/Softphone

Planned Telecom Environment

Avaya S8720 Phone System Cisco Call Manager Verint (Witness) Call Recording Verint (Blue Pumpkin) Workforce

Mgmt NXi – TDD Symon - Display

Questions?