IP Office Contact Center

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
2013 Avaya Inc. All rights reserved.
Avaya IP Office Contact Center

28th February
Avaya Midmarket Collaboration Solution

Simple, Powerful & Affordable
Contact Center
Security
Collaboration
Networking
Avaya Contact Center Solutions for IP Office

Avaya Contact Center offers based on Avaya Aura
Primary Competitors:
Suite-based
enterprise
features (HA,
session mgmt.)
Avaya Aura Contact Center

Suite
for Midsize Enterprise (AACC-M)
Genesys
Cisco
Avaya Aura Call Center Elite
for Midsize Enterprise (Elite-M)
Interactive Intelligence
Altitude
Integrated
advanced
applications
Multi-channel
Avaya Contact
Competitors:
Center Select
Cisco Competitors:
GA June 24
UCC-X
Primary
Interactive
Genesys
Express
Intelligence CIC
Cisco UCCx
Avaya IP OfficeContact
Aspect Center
Altitude
Shoretel
GA Feb
28
Primary
Presence
Genesys Express
Competitors:
Huawei
ShoreTel
Huawei
Voxtron (BT)
Shoretel
Altitude
Etc.
Presence
Contact Center Solutions for IP Office
Voice
5
30
50
100
250
400
5
What Are We Launching?

Avaya Contact Center Solutions for IP Office
Multichannel Innovation Built for Small and Midsize Business.
Customers and
prospects
Inbound
Small and midsize

Business
Outbound
Build Satisfaction
& Loyalty
Build Lifetime
Value
One Interaction
at a Time
6

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)
IP Office Contact Center Configuration Options

Sold as software ISO or OVA
Agent Capacity
Add to IP Office
IP Office Contact Center Server
IP Office
Server Edition
PROVISION
Partner-Supplied Server
Up to 100 agents
at up to 32 nodes
supported by the
primary server
IP Office
500v2
Up to 30 agents
at a single site
(no multisite contact
center support over SCN)
Additional Hard Drive

on SE Server
Contact Recorder
ADD
Partner-Supplied
Application Server
2 x hard drives
VMPro
Contact Recorder
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

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
2. Step
3. Step
Custom Setup
Collect the customer data in

an Excel template
Install software
Import the customer data and

test standard features
Make customer specific

configuration
Core System:
Windows MSI
setup unattended
or VM-Ware
template
Excel
Clients:
Windows MSI
setup unattended
IP Office
Contact
Center
Clean
System
Depends on
About 1 h for
20 Agents
The system configuration will

be defined in a special
prepared Excel file
according to the customer
requirements
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.
Depends on the
customer
requirements
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
10
Step 3 - Easy Tools to Deploy Initial System

Based on Customer Needs
Customer Data input spreadsheet
Task Flow Layouts
11
Agent Desktop
Features and Functions
12
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
13
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
14
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
Sidebar View
Agent Status
per Task
Task type Audio,
Email, Chat
Expanded View
Full Call Control

15
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
16
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
17
Agent User Interface Chat View

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
18
Agent Desktop Live Demo
19
Supervisor Desktop
20
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).
21
Supervisor User Interface

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
22
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
23
Real Time Data

Agent state per Agent Group/Team
- Integrated Telephony functions
- Remote login/logoff, sign on/sign off
Waiting queue of all channels including

Emails and Chats
- Lists of waiting calls/emails
- Service level
- Thresholds
24
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
25
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
26
Agent Status and Contact Details

Agent Status Report: Non-Task related events
Contact and Customer Details Report
27
Supervisor Interface Live Demo
28
System Call Handling

Operational Overview
29
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.
30
Topic; Agent Group; Agent

Configuration Demo
31
Administrator Screens
32
Administrator Applications
Configuration - Configure main
Contact Center elements
Dialer - Configure outbound dialer

jobs & campaigns
UI Configuration - Configure &

assign Contact & Menu Bars,
Home & Telephony features
Email - Configure email (UMR) core

components
Task Flow Editor - Configure

Contact Center routing rules
Text Blocks - Configure blocks of text

used for Email auto reply templates
IVR Editor - Configure IVR scripts,

Announcements & user response
Address Book - Configure address

book access and availability to Email
33
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
34

Topic Configuration
Change picture
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
35

Agent Group Configuration
Change picture
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.
36

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
37
Task Flow Editor

Task Flow Menu
Identify
Source!
Define
Condition!
Choose
Destination
38
Task Flow Editor

Example Structure
Change picture to
call flow from
training
session/demo
setup
39
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)
40
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
41
System Configuration Live Demo
42
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
43

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Technical Feature Overview and Uses Cases

Objective of SE/Partner IPOCC Demo Package

Avaya IP Office Contact Center

2013 Avaya Inc. All rights reserved.

Avaya Midmarket Collaboration Solution

2013 Avaya Inc. All rights reserved.

Avaya Contact Center Solutions for IP Office

Avaya Aura Contact Center

Contact Center Solutions for IP Office

What Are We Launching?

Small and midsize