Voxtron Communication Center Product Presentation Voxtron Communication Center Launch Vienna,...

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Voxtron Communication Center Product Presentation Voxtron Communication Center Launch Vienna, 30.09.2010

Transcript of Voxtron Communication Center Product Presentation Voxtron Communication Center Launch Vienna,...

Page 1: Voxtron Communication Center Product Presentation Voxtron Communication Center Launch Vienna, 30.09.2010.

Voxtron Communication CenterProduct Presentation

Voxtron Communication Center LaunchVienna, 30.09.2010

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Content

September 2010

Introduction

If you want to go to a specific section, click the corresponding button.

Summary

1. Architecture

2. Installation Center

3. Client Software

4. Core modules 10. Editions

6. Audit Trail and Installation Monitoring

7. Redundancy

8. Users

5. Operational modules 11. Requirements

9. Integrations

12. Upgrade paths

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About Voxtron

• Voxtron (1994) is an international company, headquartered in Belgium and having sales offices in Belgium, Germany, Italy, Portugal, Turkey, Tunisia, UAE and Thailand.

• Voxtron delivers state-of-the-art Customer Interaction Solutions for enterprises.

• Voxtron offers a cost-efficient answer to your communication challenges!

September 2010

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Customer Interaction Solutions

Customer

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What is Voxtron Communication Center?

• Voxtron Communication Center is the new Multimedia Customer Interaction Solution of Voxtron

• Thanks to its unique architecture, it addresses the needs for both the Enterprise market and the market for Small to Medium sized Businesses (SMB)

• Voxtron Communication Center offers a straightforward administration and configuration and yet is able to answer (very) complex installation demands

• It supports innovative license and pricing models

September 2010

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What is Voxtron Communication Center?

• Voxtron Communication Center– is customer interaction software that runs on top of any

(existing) communication environment– sends contacts (calls, emails, faxes, web chats) to appropriate

persons within the organization– distinguishes between direct (personal) communication and

routed (to a pool of employees) communication– assignment strategy is based on Skill-Based Routing (SBR)– is based on the Universal Queue (UQ) principle– provides Business Intelligence (BI) information– CTI function improves employee efficiency– offers powerful Software Development Kits (SDK) for integration

within the existing IT infrastructure

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Direct versus routed communication

• Voxtron Communication Center distinguishes between direct and routed communication

• Direct (personal/private) communication:– Refers to contacts (calls, emails, faxes) that the initiator sends to

a specific person within the organization by• dialing a DDI (direct dial-in) for making a call or sending a fax • sending a message to a personal email account

• Routed communication:– Refers to contacts (calls, emails, faxes, web chat) that the

initiator sends to an organization, not knowing (and caring) who treats the request by• dialing a general number for making a call or sending a fax• sending a message to a general email account• entering a web chat session via the corporate web site

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ARCHITECTURE

September 2010

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Contact center

(routing)IVR

CC IVRDashboar

dDashboard

......

Voxtron Communication Center operational modules• Each module can be installed

multiple times (multiple instances)• Modules can be installed on different

servers

Datastore

Webcenter Licensing

Voxtron Communication Center core modules• Each module must be installed only

one time (one instance)• Modules can be installed on different

servers

Built on Windows 2008 (R2) and SQL Server 2008 (R2) • 32 and 64 bit• Virtual environments

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Module overview

Core modules• Datastore• Webcenter• Licensing

Operational modules• Contact center (routing)• CTI• IVR (calls and faxes)• Web Chat• Email routing• Dashboard• Reporting• Recording

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Module basics

• All modules connecting to the same Datastore make one Voxtron Communication Center installation

• Core modules are installed exactly one time• Operational modules can be installed zero, one or multiple times

(instances)• All modules can be installed on different servers (~scalability)

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ARCHITECTURE EXAMPLE A

September 2010

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Datastore

Webcenter Licensing

Dashboard

CTI

CC

IVR

BU “Sales”

CC

Web chat

BU “Support”

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ARCHITECTURE EXAMPLE B

September 2010

A new business unit is added;An extra server is made operational

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Datastore

Webcenter Licensing

Dashboard

CTI

CC

IVR

BU “Sales”

CC

Web chat

BU “Support”

CC

Web chat

BU “Finance”

IVR

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INSTALLATION CENTER

September 2010

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Installation Center

• Utility to manage different instances of different modules on different servers

• Exceptional ease of use• Installation via the Internet or from a DVD• Automated check for (module) dependencies reduces the number

of potential mistakes• Retrieves and uses the information from the datastore to guide

other module installations

September 2010

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Demonstration 1: installing the core

• Deploying from the Internet• The Installation Center• Installation of the Voxtron Communication Center core modules

September 2010

Datastore

Webcenter Licensing

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Demonstration 2: installing an operational module

September 2010

Datastore

Webcenter Licensing

CC

BU “Sales”

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Demonstration 3: scalability

September 2010

Datastore

Webcenter Licensing

CC

BU “Sales”

CC

BU “Finance”

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CLIENT SOFTWARE

September 2010

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One client for the agent and the backoffice worker

• Only one: “Voxtron Client”• Provides CTI functionality• Provides fax printer driver for outgoing faxes• Adds agent functionality in the contact center• Easy integration with your business applications • Local installation or distribution of MSI via Group Policy Objects• Partial installations possible (e.g. no fax driver)

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Demonstration 4: Client software installation

September 2010

Datastore

Webcenter Licensing

CC

BU “Sales”

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Auto updates

• Voxtron client software is updated automatically– User gets notification of availability of new version– User can postpone update– For installations with limited number of Voxtron Clients only

(otherwise use GPO)

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CORE MODULES

September 2010

Datastore

Webcenter Licensing

CC CTI

Email Web Chat

IVR Reporting

Dashboard Recording

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Datastore

• Gathers and holds following data:– Configuration information– Administration information– Operational data• Information that is temporary stored in the database by

certain instances– Dashboard data• Real time information that is provided through the Dashboard

data service to the different Dashboard instances– Statistical data• Pre-processed historical information that is used in reports

– Audit Trail data• Information on which settings were changed by whom

– Recordings

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Datastore

14 September 2010

DB

Administration data Configuration dataOperational dataDashboard dataAudit Trail data

Recordings

Copy of:Administration data Configuration data

Historical data

IVR

CC CTI

Dashboard

Warehouse

Reports

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Web Center

• Centralised configuration and administration• Adaptive: new modules/instances become available in the website

as they are added to the installation• 2 types of users:

– Super administrator• A System administrator with all rights• Cannot be deleted

– System administrator• Defined by the super administrator• Has access to the Administration and the Configuration of one

or more instances

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Web Center

• Centralised configuration and administration• Adaptive: new modules/instances become available in the website

as they are added to the installation

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User Instances Administration

Configuration

Super Administrator

All

System Administrator

Assigned instances

Administrator Assigned CC instances

Team Leader Assigned CC instances

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Web Center

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Demonstration 5: Web Center & User roles

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License module

• Centralized license management• Support for:

– Incremental licenses– Peak licenses– Virtual environments

• License file backup on the Voxtron ordering site• USB dongle is the key, the license files holds the purchased

modules and interactions– Trouble-free ordering without activation– Server hardware independent (e.g. HDD replacement, network

adapter, …)– Easy to move to another server– System and network time clock independent

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License schemes

• Interaction Log-in Unit (ILU)– Degressive price scheme– Double degressive for Interaction Log-in Unit (2nd, 3rd, ...

interaction for same agent is lower in price) promoting multimedia users

– Supports peak licenses• Routed Multimedia Contacts (RMC)

– Initial investment for basic infrastructure– Degressive price scheme for Routed Multimedia Contact

(inbound calls, faxes, emails, web chat sessions)

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OPERATIONAL MODULES

September 2010

Datastore

Webcenter Licensing

CC CTI

Email Web Chat

IVR Reporting

Dashboard Recording

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Contact Center (CC) module

• Voxtron Communication Center’s CC module is based on Skill Based Routing (SBR)

• In a SBR solution, the Administrator assigns skills (e.g. product knowledge, language,…) to each agent. He indicates to which extent this user possesses these skills (%)

• Upon arrival, each new contact gets skills assigned. Potential ways for acquiring contact skills:– Info from the PSTN network:• Dialed number (can be linked to a specific service)• Database retrieval of info based on Calling Number

Identification (CNID, also known as CLIP)– Data gathering via the Self Service application (Interactive Voice

Response – IVR)• SBR searches for the best suitable user to serve a certain contact

with its attached skills

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Universal Queue

• Voxtron Communication Center performs SBR based on the Universal Queue (UQ) principle

• This means that all contacts (incoming calls, faxes, emails, web chat sessions) are sent to this UQ

• When an agent becomes available, the system calculates the score matrix as shown in following slide

• The contact with the highest score is transferred to the available agent

• The complex algorithm takes into account skills but also:– Time: a contact gets more important the longer it is in the UQ– Agent: contacts can be assigned to an agent when• this agent had no contacts for a long time• this agent has the smallest load• this agent handled a previous contact of the same customer

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Universal Queue (UQ)

September 2010

Free Agents

Agent Agent Agent Agent Agent Agent Agent

Queued C

onta

cts

Call

Call

Web chat

Fax

Fax

Email

Score Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score

ScoreHigh Score

Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score Score

Score

Score

Score

Score

Score

Score Score Score Score Score Score Score

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IVR module

• Voxtron Communication Center contains a powerful, multilingual IVR (Interactive Voice Response)

• IVR is typically used to identify and segment callers (i.e. assign skills)

• By extension it is also used– to resolve caller’s queries without transferring to an agent– to register call back requests from people who don’t want to

continue to wait for a free agent– to link to customer data– to send and receive faxes– to store and retrieve voice messages (voice mail)– for conferencing

• Supports telephone touchtone keypad input and speech recognition• Responds with pre-recorded or dynamically generated (TTS) audio

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IVR module

• Intelligent Graphical User Interface (GUI)

• Limited set of powerful building blocks

• No programming skills required

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Faxes

• With Voxtron Communication Center one can– Receive direct (personal) and routed faxes– Send private faxes and ‘contact center’ faxes– Add one of the many (customizable) cover sheets– Look for archived faxes in the Fax Center

• Delivery of faxes to the user can happen in two ways:– Within the client interface (immediate view)– As an attachment to an email message

• A user can send faxes from any Windows application that supports the “Print” function

• Voxtron Communication Center sends status delivery reports to the user

September 2010

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Fax cover sheet

• System administrator can define one or more fax cover sheets per CC instance, using an editing toolbox

• Cover sheet consists of following parts:– Images (e.g. company logo)– Text fields– Parameter fields• Automatic parameters (e.g. date, time, number of pages, ...)• Custome parameters– E.g. short description, sender name– The fax printer wizard will ask a value for each of these

custome parameters

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Fax cover sheet

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Send fax

September 2010

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Receive fax

September 2010

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Fax Center

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Web chat

• Voxtron Communication Center allows users to communicate with agents in real time using just a web browser

• No need for 3rd party IM application• Instant accessability• Free of charge for the user• Components for building it into the company’s web site available in

both ASP.NET and PHP

September 2010

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Web

ch

at

– exam

ple

cu

sto

mer

inte

rface

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Web

ch

at

– ag

en

t in

terf

ace

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Demonstration 6: Web Chat

September 2010

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Email module

• Voxtron Communication Center supports email routing– Skills and a priority are assigned to an email using• the email rule wizard (perform actions based on the subject,

“to” field, “from” field, ...)• advanced PERL scripting

– Email routing has its own settings (e.g. thresholds)– Email is forwarded to the most appropriate agent– The agent’s standard email client (e.g. Outlook) is used to

send/receive contact center emails– Auto detect reply email (wrap-up starts)– Personal email address masking– Support for PERL libs allowing to trigger al kind of events upon

arrival of a new mail (e.g. auto-reply message)

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Email module

September 2010

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Dashboard module

• Voxtron Communication Center’s dashboard module consists of:– Dashboard data service; each instance of this service• has a single connection to the datastore• cashes Dashboard data• provides cashed data to multiple SOAP clients

– Design tool to create iGoogle-like dashboards• Highly customizable• Design by using widgets• Drag & drop

September 2010

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Dashboard module

September 2010

Datastore

Dashboard parameters

Dashboard Data Service(SDK)

Voxtron Communication Center Dashboard

SOAP

ASP.NETPHP

Custom Implementations

SOAP

Dashboard parameter cache

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Dashboard module

September 2010

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Dashboard module – publishing custom parameters

September 2010

Datastore

Dashboard parameters

Dashboard Data Service(SDK)

Dashboard

SOAP

Legacy app

SOAP

Dashboard parameter cache

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Demonstration 7: dashboard

September 2010

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Reporting

• Part of the Web Center• Standard reports are defined for a particular CC instance• Consolidated reports available via “Custom Reports”• Based on the pre-processed data in the Warehouse; therefore

– having no impact on the modules that are using the active data in the datastore

– less IO, resources and thus time needed to generate

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Reporting

• Accessible by team leaders, administrators and system administrators– Skill reports– Agent reports– Contact code reports– General reports– Login reports– Custom reports

• Time interval for each of these reports can be changed• All reports can be exported to .csv or .html file• Scheduled reporting:

– Send to an email address– Save to a folder

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Reporting

September 2010

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Reporting

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Recording module

• Recording in Voxtron Communication Center is an independent module and therefore enables stand-alone, distributed recording solutions

• Recordings are stored in the (central) Datastore• Lookup and retrieval of the recordings is done via the Web Center

September 2010

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Reco

rdin

g m

odule

Recording module

September 2010

Recordingengine R

eco

rdin

g

board

Trunk

Recording service Datastore

HDD

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Recording module

• Web Center is the central place to lookup recordings• Search criteria:

– CLIP (or part of it)– Dialed number (or part of it)– Recording started after/before a specific date and time– Duration longer or shorter than a given duration– (and all combinations of the above criteria)

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Recording module – match CC data

• Recording module used in combination with one or more CC instances

• Voxtron Communication Center tries to match the calls with the related CC data (skills, contact codes, agent, ...)

• This matched data will be shown in the search result page• CC data can be used to filter the results

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AUDIT TRAIL &INSTALLATION MONITORING

September 2010

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Audit Trail

• Voxtron Communication Center’s Audit Trail keeps track of:– Which settings have changed when in the Web Center– Who has changed these settings (do not share credentials!)

• This data is available in the Datastore and can be retrieved by a Certified Voxtron Engineer

September 2010

Datastore

Administration data Configuration dataOperational dataDashboard dataAudit Trail data

Recordings

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Configuration of logging

• In the Web Center, each module has the same page for configuration of the logging settings

• Each module has the same set of base logging types: information, errors, exceptions, warnings, successful actions

• A module can have additional (module related) logging types (e.g. Email module has SMTP logging)

September 2010

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Compression

• In order to save valuable disk space:– Log files stay uncompressed for a configurable number of days– Log files are compressed saving up to 95% of the original size– The compression process runs overnight– Logging files can be deleted automatically after a configurable

number of days

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Microsoft Event Viewer

• A selection of events can be published in the Microsoft Event Viewer

September 2010

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Syslog

• Syslog protocol emerged in the Unix & Linux world (~ Microsoft Event Viewer)

• A lightweight protocol that uses UDP packages to send events from a Syslog client to a Syslog server

• Upon receipt, the Syslog server can take different actions:– Send email, SMS, IM message– Generate SNMP trap– Pop-up a message– Add a record to a database– ...

• Voxtron Communication Center does not include a Syslog server (products available on the market; e.g. http://www.kiwisyslog.com/)

September 2010

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Datastore

CC IVRSC SC

CTISC

Syslog Server

Web Center

Syslog used in the Web Center

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Demonstration 8: Syslog

September 2010

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REDUNDANCY

September 2010

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Redundancy

• Redundancy is not an exact science!• Redundancy is often guided by the customer (in line with his

existing IT infrastucture and knowledge)• When talking about redundancy, we talk about

– High-Availability (HA) Clusters– Blade systems– Virtualisation– Disk arrays– NAT– DNS– ...

• A redundancy solution can be based on one or more of these techniques; and therefore a big variety is possible

September 2010

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Redundancy – HA Cluster

• A cluster is a group of linked computers• Each computer is called a node• Nodes are connected via a ‘private’ LAN• In a HA cluster, only one node is active at the time• On the non-active node, the Voxtron Communication Center

instances get the same ID (identifier) as the instances on the active node

September 2010

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Redundancy – HA Cluster

September 2010

Disk array

SQL server

Node 1

SQL server

Node 2

Company LAN

Cluster LAN

HA Cluster

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Redundancy – Virtualization

• Examples:– Microsoft Hyper-V– VMware– Blade systems• A blade system is a set of blade servers gathered in one blade

enclosure• A blade server is a stripped down server computer• The blade enclosure provides power, cooling, networking,

interconnect and management

September 2010

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USERS

September 2010

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Users

• The types of users in Voxtron Communication Center:– Super Administrator– System Administrator– Administrator– Team leader– Agent– (Back)Office Worker

• All of them can work from home/anywhere, provided that a suitable phone and data connection is available

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Super Administrator

• Voxtron Communication Center’s Super Administrator has access to all settings

• The Super Administrator account cannot be destroyed

September 2010

User Instances Administration

Configuration

Super Administrator

All

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System Administrator

• The System Administrator is a user account that can be defined in the Web Center by the Super Administrator only

• The System Administrators have access to one or more assigned instances

September 2010

User Instances Administration

Configuration

System Administrator

Assigned instances

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Administrator

• The CC Administrator defines and administers:– Skills– Groups– Users– Pause reasons– Contact Codes– General settings

September 2010

User Instances Administration

Configuration

Administrator Assigned CC instances

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Skills

• There is no limit on the number of skills• Administrator can define the relative importance of a skill

(compared to other skills)• Supports mandatory skills:

– A contact can only be routed to an agent having that skill– Mandatoryness can expire after a certain time

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Groups

• Administrative support for installations having a lot of users• Steps involved:

– Define a group– Assign skills to the group– An agent inherits the skills of the group he/she belong to

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Users

• The administrator adds a user by running through different parameter sets:– Personal settings (name, email address,...)– Permissions (with respect to monitors, fax center, email

handling, ...)– Skills (select & assign a knowledge percentage)– Interactions (free seating, types of interactions, ...)– Filter display info in activity and agent monitor– Fax (enable/disable, sender/receiver number, archive

(yes/no), ...)

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Users

September 2010

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Contact codes

• Purpose of the contact codes is the qualification of the contact• Defined by the Administrator• Selected and assigned by the agent during the treatment of the

contact• Gain an insight into the type of questions treated by the agents,

thanks to the contact code reports

September 2010

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Pause reasons

• The administrator can define an unlimited number of pause reasons• Example pause reasons: lunch, meeting, toilet break• Default pause reason = the pause reason selected in case of:

– User inactivity since x seconds– User fails to take a contact although marked as available

September 2010

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General settings

• Timers (default wrap-up times, thresholds)• Agent specific (log-off/pause of last agent (y/n), pause wrap-up

(y/n), ...)• Routing strategy (define the mixture between skills-based routing,

time based routing and agent based routing by using slider bars)• Advanced routing strategy (enable multiple simultaneous contacts

per agent)• Mandatory skills (time after which the mandatoryness is obsolete)

September 2010

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General settings

September 2010

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Team leaders

• Team leaders:– Have access to the reporting tool (refer above)– Can assign contacts in the waiting queue to a specific agent– Receive warning messages if contacts wait too long in the queue

September 2010

User Instances Administration

Configuration

Team Leader Assigned CC instances

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Users

• Major functions available for the users:– Free seating– Multilingual– Auto logon when starting Windows– Selection of type of contacts that he/she will treat– Work in full screen or minimize to system tray– Screen pop-ups– Select pause reason– Quick dial– Send faxes from any Windows application– Show web pages in the Voxtron Client

September 2010

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Log-on

September 2010

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Maximized view agent client

September 2010

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Activity and waiting monitor

• Waiting monitor:– Provides an overview of all contacts that are waiting in the UQ– Allows sorting, filtering and grouping based on selectable fields

(contact type, status, waiting time, ...)• Activity monitor: presence

– Provides an overview of all agents and (back)office workers– Allows sorting, filtering and grouping based on selectable fields

(name, status, extension, duration, ...)– The Administrator decides which other agents an agent can see

September 2010

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Activity Monitor

September 2010

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INTEGRATIONS

September 2010

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Integrations

• Voxtron Communication Center has a set of powerful SDKs allowing you to integrate with almost any business environment:– IVR plug-ins– Perl scripting for incoming emails– client SDK• COM interface• Custom toolbar• HTML

– server SDK• Custom statistics• Custom Dashboard

September 2010

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EDITIONS

September 2010

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Voxtron Communication Center Enterprise

• This edition of Voxtron Communication Center targets the Enterprise market

• No commercial limitations on number of instances and number of users / ports

• High end integrations (e.g. Microsoft Lync, SAP, ...) will be implemented on this edition of Voxtron Communication Center

September 2010

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Voxtron Communication Center Express

• This edition of Voxtron Communication Center targets the SMB market

• Each operational module can be installed only ONCE, except for the IVR module

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REQUIREMENTS

September 2010

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System requirements – Server OS

• Server operating systems:– Windows 2008 Server Standard 32-bit, English edition – Windows 2008 Server Standard 32-bit, German edition – Windows 2008 Server Enterprise 32-bit, English edition – Windows 2008 Server Enterprise 32-bit, German edition – Windows 2008 Server R2 Standard 64-bit, English edition – Windows 2008 Server R2 Standard 64-bit, German edition – Windows 2008 Server R2 Enterprise 64-bit, English edition – Windows 2008 Server R2 Enterprise 64-bit, German edition

• Cluster setup requires Enterprise edition

September 2010

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System requirements – Client OS

• Client operating systems:– Windows Vista 32-bit Business or Ultimate edition– Windows Vista 64-bit Business or Ultimate edition– Windows 7 32-bit Professional, Enterprise and Ultimate – Windows 7 64-bit Professional, Enterprise and Ultimate

• These operating systems are supported in the same languages as the languages in which the Voxtron Client is available

September 2010

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System requirements – SQL Server

• Voxtron Communication Center supports Microsoft SQL Server 2008 R2

• SQL Server Enterprise is needed in case of a cluster• Extra conditions:

– SQL Server must have the same language as the OS (English / English or German / German)

– SQL Server must support same processor type as the OS (32-bit / 32-bit or 64-bit / 64-bit)

September 2010

VCC Express VCC Enterprise

SQL Express ?

SQL Standard

SQL Enterprise

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System Requirements – SQL server

• SQL Express is limited in data storage and memory• Each module makes connection with the datastore and therefore

consumes an amount of memory• Microsoft does not publish figures about the memory consumption

(it depends on the connection and traffic)• As a result, Voxtron even cannot guarantee that a Voxtron

Communication Center Express in all of its configurations will work on a SQL Server Express

September 2010

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UPGRADE PATH

September 2010

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Upgrade path

• Voxtron Communication Center is because of it’s new architecture a different product from agenTel

• There is no upgrade procedure for customers having agenTel and wanting to move to Voxtron Communication Center Express

• Voxtron will make available a data import tool within 4 months after release. This data import tool gathers the agenTel administration and configuration data and loads them into the Voxtron Communication Center Datastore

• Reporting modules in Voxtron Communication Center and agenTel are not compatible; therefore the data import tool will not include the statistical data

September 2010

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SUMMARY

September 2010

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Installation Center accelerates the

time to deployment

Flexible licensing enables targeting different markets

Multi-tenancy

Advanced, modular

architectureScalable

Central administration

and configuration

RIADashboard

Audit Trail and installation monitoring

Multimedia

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