Avaya Contact Center Express 4.0

1. Avaya Contact Center Express 4.0 Technical Introduction

2. Contact Center Express 4.0 Introduction

3. Introduction • The purpose of this presentation is to: • Identify the new features and functions of the CCE 4.0 release • Identify any configuration changes to existing CCE components • Identify the legacy components that will be removed from this version

4. Contact Center Express 4.0 Resources • Delta training for people experienced in CCE 3.x is available at http://training.avayacce.com • Community support is available at http://forum.avayacce.com • Knowledgebase information is available at http://support.avayacce.com

5. Contact Center Express 4.0 Released • The release of CCE 4.0 marks the end of support for CCE 2.x. No further development will be done for this version as all known issues have been resolved in later versions of CCE. • CCE 3.x moves in to maintenance mode. The current release is CCE 3.0.3 and updates for this release will be rolled in to a new release expected to be delivered in Q3 of the 2009 calendar year. Issues will be investigated and where necessary updates supplied, however enhancement requests will not be applied to this version. • CCE 4.0 becomes the current development release to which enhancement requests will be considered. • Enhancement requests are now being managed by Avaya who will determine their inclusion in either CCE 4.x or 5.x.

6. Retired Applications and Components • The following applications are no longer part of the Contact Center Express product suite as of 4.0 • CCE Wallboard (standalone component) • Replaced by the Wallboard plugin to CCE Desktop • CCE Agent • Replaced by CCE Desktop • CCE IVR Server and AIVR DIP • Replaced by CCE Virtual Agent for VP and AIR 3.x and above • ActiveX development component • Replaced by .Net assemblies and plugin development tools

7. Reporting - Primary Purpose of CCE 4.0 • Changing the reporting engine to Microsoft SQL Server Reporting Services (SSRS). • Restructuring the backend CCE databases to: • allow additional information to be stored for greater reporting capability • reduce duplication of data by IDS and Mediastore databases • deliver a mechanism for archiving of data while maintaining reporting across the archives • Development of a new component called Voice Mediastore to capture voice interaction data for both reporting purposes and utilization by applications such as CCE Desktop and IVR’s.

8. Other New Functionality in CCE 4.0 • A new component called Virtual Agent which when combined with: • Web Service worker will enable closer integration with Voice Portal and Avaya IR to access and add or delete information to voice interactions. • Outbound worker will enable emails and SMS text messages to be automatically sent out. • Closer integration with AES allowing CCE to function without the need for TSAPI licensing. • Additional CCE Desktop CTI functionality by including a DMCC connection through AES. • The beginning of centralized alarm gathering and notification of these alarms.

9. Changes to Installation Prerequisites • The CCE Reporting application requires the installation and configuration of Microsoft's SQL Server Reporting Services (SSRS). • Internet Information Services (IIS) is a prerequisite for the installation of Microsoft SSRS • Where AES Client installation is required, for IDS, CRS and XML services or CCE Supervisor application, the minimum AES Client version is 4.2.1 as delivered on the CCE 4.0 installation DVD.

10. Contact Center Express Licensing Requirements

11. Closer Association with AES 4.2 • CCE IDS, Call Routing Server and XML Server now have options to instigate a named license challenge with AES. The named license challenge can only be completed over a secure TLink indicated by ‘-S’ in the TLink name as shown below.AVAYA#PRODUCTION#CSTA-S#AES • The Named License Challenge is not available for CCE Supervisor. This application still requires standard TSAPI Basic and TSAPI Advanced licenses to exist in AES. • Note: Basic diagnostic tools such as Avaya TSTest do not work in a Named License only environment.

12. AES Named License

13. CCE 4.0 Licensing Requirements • CCE 4.0 requires earlier version licenses to be updated. • Current license types are: • CCE Voice 4.0 • CCE MultiMedia 4.0 • CCE IVR 4.0 • CCE MS-CRM 4.0 • Where older components are not being updated but are required to continue to work, such as CCE IVR Server, CCE version 3.x and 4.x licenses can co-exist on the same License Director. • For example a CCE IVR Server can continue to work against a CCE IVR 3.0 license.

14. CCE 4.0 Licensing Requirements continued • Voice Mediastore consumes a voice license. The Voice Mediastore opens one or more connections to the XML Server which by design will consume one CCE Voice license as a result of the open socket, for each connection. One connection from the Voice Mediastore is required as a minimum however more than one connection will be required if multiple groups of stations need to be defined for the Missed Call Emailer as an example. This is the same as the Media Director connection to the XML Server consuming a single CCE Voice license where the Media Director is implemented. Note: This is not new. This is how CCE has worked from its first development.

15. Virtual Agent Licensing Requirements • CCE Virtual Agent will consume a CCE IVR 4.0 license for each station in Communication Manager associated with each Avaya Voice Portal port and monitored by Virtual Agent. or • CCE Virtual Agent will consume a CCE Voice 4.0 license and a CCE MultiMedia 4.0 license for each Virtual Agent that is configured to process multimedia workitems as it does when associated with the Outbound worker.  Note: this combination of voice and multimedia licenses is known as the MultiMedia User license from an Avaya sales view.

16. Example of license requirement by application Take an example of a 100 seat contact center of which 80 seats will be voice only and 20 seats will be multimedia (and voice) and two supervisors. 5 Virtual Agents will be used to send outgoing SMS messages and a Voice Portal with 24 ports will be connected to CCE.

17. Contact Center Express Database Changes

18. Restructuring The Databases • The request for improved reporting required the ability to acquire more data and to store it efficiently. • More data meant that a mechanism was required to store and archive data without making the reporting more complex such as the need to find archived data. • Past duplication of data in different databases needed to be eliminated. • The result is a single operational database used as a means to access both current operational data and historical data contained in one or more historical databases.

19. CCE 4.0 Database Architecture

20. ASMSData Databases • ASMSData databases may be created as required using a simple stored procedure. • For example if the customer has implemented CCE on SQL Express, each database in SQL Express has a 4 GB limit so additional databases may be established when nearing this limit. • This stored procedure may be executed any number of times by the implementation engineer during installation, or at any time post installation. • The time and date at which the new database is to be used is defined during the creation process. • For example databases could be created to be used quarterly for the next three years.

21. Creating Additional ASMSData Databases

22. Contact Center Express Reporting

23. Microsoft SQL Server Reporting Services • Microsoft SSRS is the reporting engine of choice for CCE 4.0. • It is a Microsoft application that may be implemented on either SQL Express, Standard or Enterprise versions of SQL server. • When implemented on Microsoft SQL Express • Both reporting services and SQL server database engine must reside on the same physical server. • Report export options are limited to PDF and Excel format. • User access to reports is not managed.

24. Advantages of Microsoft SSRS Reporting • Transportable Report Definition Language (.rdl) files provide an easy means of delivering new or updated reports. • Server side rendering of the report speeds up reporting and consumes less resources on the client PC. • URL access provides report viewing and navigation functionality in a Web browser. • A Report Development application is available and is part of the Microsoft Visual Studio suite.

25. Report Design and Build

26. Reporting Application

27. Report Selection

28. Reporting Function Buttons

29. Report Input Parameters

30. Reports – Text Based

31. Reports - Graphical

32. Deploying Report Files • Report files are stored centrally on the Report Server making them available to all users based on user permissions. • Deploying new or updated reports is managed using CCE Control Panel. • Clicking refresh in the report selection window makes these reports available immediately.

33. Managing Report Permissions

34. Saving Report Input Criteria • Report input criteria can be saved for retrieval later. For example a report with an interval of ‘last week’ can be saved and run each week without having to input new dates. • Reports saved in the local report directory will appear on a dropdown menu on the toolbar for quick access. • Reports may also be saved in other locations so reports criteria may be shared.

35. Real-time Reporting • CCE 3.0.3 Real-time Reporting has been brought forward into CCE 4.0. • The Agent, Device and VDN reports are telephony based reports. • The Queue report may be a blended Voice and Multimedia report.

36. Contact Center Express Voice Mediastore

37. Purpose of Voice Mediastore • The purpose of Voice Mediastore is to create an object that represents a voice call. • This object is held by the Voice Mediastore and can be made available to other applications to add, read or delete additional information. • Like the Interaction Data Server it is a central application for monitoring a number of telephony devices to capture CTI information. This information is stored for reporting purposes. • The Interaction Data Server is still required at this stage to capture Agent and Skill related information and statistics.

38. Example of Voice Mediastore Operation • The call may pass through a monitored VDN causing a Voice Workitem (CCE object) to be created. • The call is answered by Voice Portal that can read the delivery VDN and customer identifier from the Workitem and can write additional information as a result of interacting with the customer. • The call is transferred to an agent and the CCE Desktop retrieves information about the call from the Voice Mediastore as well as the CCE Program the call passed through. • The information can be displayed to the agent in a custom form or simply used to initiate a screen pop or other function • The agent closes the workitem using work codes presented which are specific to the program the call passed through, as well as any notes about the call in Workitem Notes.

39. Voice Mediastore Operation

40. Voice Mediastore Operation

41. Voice Mediastore Operation

42. Creating Voice Workitems • To be able to create and update voice workitems, the Voice Mediastore monitors Stations, VDN’s and Routing VDN’s so as to receive CTI events associated with these devices. • The default behaviour of the Voice Media Store is to collect the path of the call as it passes through Communication Manager and at the same time, record (for display to users) any user-to-user information and user-entered digits as part of the work item. • To overcome any privacy issues with this behaviour, you can specify a list of VDN’s you want to treat as private. As a result, Voice Media Store will not record user-to-user information and user-entered digits for these VDN’s.

43. Creating Voice Workitems continued • The voice workitem is based on Communication Managers Unique Call ID (UCID) which is prerequisite for CCE operation. • Voice Portal or other IVR must therefore be running a CTI application that would make the UCID of the call known. • As the call passes through the Communication Manager, changes in call state are recorded by CCE against the workitem ID and make up the basis of cradle to grave reporting. • The Voice Workitem information is stored in the CCE database for reporting purposes.

44. Voice Programs • A CCE Program is a collection of features and functions that can be applied to interactions that pass through the program. • For voice these features and functions include: • Auto text • Basic and advanced WorkCodes • Forced WorkCode requirements • Program override means that a call delivered initially as a sales call but queued to services as the result of menu selection in a vector, can either retain the original program settings or be overridden by the final VDN used to deliver the call.

45. Voice Workitem – Agent View

46. Customer History • By having a common object type across all media including Voice and matching customers using different criteria such as ANI, email address or IM handle, it is now possible to view a customer history across all media channels.

47. Voice Mediastore Additional Features • Station Missed Call Emailer • When a call is abandoned or diverted at station send an email to an associated email address with the ANI of the caller. • Abandoned Call Assistant • Automatically create a call back request (Preview Contact) when a customer abandons a call in queue. • Customer Requested Callback • Automatically create a call back request (Preview Contact) as a result of customer feedback in a vector. • Customer Identification Assistant • Route a call based on the success or failure of customer identification.

48. Station Missed Call Emailer • The Station Missed Call Email utilises the ASContact database to match the station at which a call was abandoned with an email address, and sends an email with the details of the missed call.

49. Station Missed Call Emailer • The variables in the text are replaced with appropriate values such as CLI (ANI) and date and time.

50. Abandoned Call Assistant • When an abandoned call meets minimum requirements of call duration and optionally a known customer, a Preview Contact may be automatically generated. • The delivery of the Preview Contact may be delayed.