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Interaction Center / Operational Analyst 7.1 ASD Configurator and Offer Overview ATAC Design Studio KT Presenters: Rob Bowers/Carmela Pacheco ECAD Product Operations. What is Interaction Center?.

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Interaction Center / Operational Analyst 7.1ASD Configurator and Offer OverviewATAC Design Studio KTPresenters: Rob Bowers/Carmela PachecoECAD Product Operations

what is interaction center
What is Interaction Center?
  • Interaction Center is an Enterprise Contact Center offer. In some basic ways, it is similar to CCE (Contact Center Express).
  • Customers will buy IC to help with the following challenges in their Contact Center:
    • Intelligent multimedia contact (Voice/Email/Chat) routing to skilled agents in the Contact Center.
    • Screen Pop with incoming contacts.
    • Multi-site and Heterogeneous Switch contact Routing and Transfer (seamless integration of multiple contact centers with Avaya, Nortel, Ericsson or Aspect PBX).
    • Highly customizable
      • Incorporate contact center functionality into ERP/CRM applications like Siebel/SAP.
      • SDK exposes capability to build client interface to IC into virtually any application including MS Office.
what is operational analyst
What is Operational Analyst?
  • OA is an Enterprise Contact Center Reporting offer.
  • OA is capable of marrying CMS and IC data into a single reporting structure.
  • OA provides additional Client-Side functionality to enhance CMS reporting capabilities.
    • Web or Windows Based COGNOS reporting/scheduled reports.
    • Custom Report cubes
  • Because a Multimedia (Voice + Email/Chat) Contact Center has no way to properly account for agent activity with CMS, IC users will generally rely on OA to supplement their CMS data to manage their contact center.
  • The Cognos reporting functionality of OA provides a useful user interface option for CMS customers. Therefore, it is possible that some might order OA only to supplement CMS, without purchasing IC.
ic and oa customer base additions and upgrades
IC and OA Customer Base Additions and Upgrades
  • There are several hundred existing IC and OA customers. These customers generally purchase a maintenance contract on IC and OA which enables them to free upgrades to the latest release.
  • Therefore, no Upgrade capability exists in ASD. The account team should request the upgrade by sending an email to [email protected] as outlined in the offer description on the web.
  • Customers without a maintenance contract will be asked to purchase the latest version new if they would like to upgrade, or to purchase a maintenace contract.
  • ASD will add an Additions configurator in August. This will allow for Additions to 7.1 Systems only. Users can add to older systems using 7.1 codes.
ic oa license considerations
IC OA License Considerations
  • OA is installed with a license key, not RFA.
  • IC uses WebLM for License Management at the application level.
    • RFA can be used to generate IC WebLM licenses
    • Alternately [email protected] process (manual) for the following license requirements:
      • Trial (90 day)
      • Segmented (Failover License)
  • If the user intends to use RFA to license the System, DO NOT include the development system on the IC design.

There is a reminder on the IC Location screen in ASD. Use the following on a separate Piece Part order for the Development System:

designing ic oa in asd
Designing IC/OA In ASD
  • OA can be purchased without IC as a CMS add-on.
  • IC can be purchased without OA for Voice-Only contact Centers.
  • Where to go in ASD?
ic oa quick quote tool
IC OA Quick Quote Tool
  • IC/OA is often designed by Integration Partners who have no ASD or SAP access. They will pass their recommendations on to a Business Partner who will come to ATAC for assistance in designing and placing the order.
  • Quick Quote Output should be provided to you to ensure an accurate ASD design.
  • Here is an example of the Quick Quote Output:
ic oa designs in asd default summary
IC OA Designs in ASD – Default Summary

DEFAULT SUMMARY

This screen is not recommended unless doing an OA Only (Standalone) design.

Default Summary repeats most information on other screens.

ASD will set most defaults as you go so the number of entries when you bypass the Default Summary will generally be about the same.

When OA Only (Standalone) is selected, all other DSS controls are disabled as are IC screen controls.

For IC/OA System, complete Voice and Multimedia users, Avaya Agent, VOIP and Siebel integration questions and ‘Apply’.

ic oa designs in asd oa only standalone
IC OA Designs in ASD – OA Only (Standalone)

OA Application – When designing just OA, ROE configurator is capable of passing a footprint containing the number of Supervisors from the CMS design. If the footprint is present, the “Base” controls will populate with the Supervisors from the footprint. If the actual number of Basic or Advanced report users required is different that the CMS Supervisors from the footprint, enter the difference (+/-) in the “Actual” column.

For instance, if ROE passes 10 Supervisors, Basic and Advanced Reports will show 10 in the “Base” column for each. If your customer only wanted 5 Basic and no Advanced, you would enter ‘-5’ in the Actual column for Basic, and ‘-10’ in the

Actual for Advanced.

If your customer desired more licenses, you would enter a positive number. For instance, if the footprint passed 10, and you want 15 of each, enter 15 on the actual controls.

For OA Only without a footprint, simply enter total Basic and Advanced users in the Actual column.

If ECH RTU is required for CMS, enter the quantity and ensure the provisioning team for CMS is aware of the order.

ic oa designs in asd ic oa system
IC OA Designs in ASD – IC OA System
  • IC OA System designs will require entries on all screens. On the IC Application Screen, you will enter the number of:
  • Voice Only users,
  • Multimedia (Voice and Email/Chat) users,
  • Also, indicate if Content Analysis is required (Multimedia users must be >0), if your customer will use Avaya Agent (versus develop their own client applications using the SDK), and if they will use VOIP Web Chat for live conversations between chat users on a web site, and call center agents.

VOIP Chat will require Media Processing resources TN2302/2602 etc on CM. IC will use a phantom station in CM to bridge the IP path from the web users PC to a Call Center Agent. ASD does not care for the VOIP Chat, contact an IC Design Specialist for this option.

Finally, if integration with Siebel will be required, enter Yes to the Siebel Question.

ic oa designs in asd ic oa system1
IC OA Designs in ASD – IC OA System
  • On the IC Location Screen, you will enter:
  • PBX Type for this location (Avaya, Aspect, Nortel or Ericsson)
  • If Avaya, CM release and whether MAPD upgrades are required
  • Number of Production Servers (PBX Connectors) required.
  • Number of Development Servers required (at least 1 is recommended). Note the Development Server Warning!

Also indicate the number of IVRs and Type if IVR integration will be required.

If there are multiple locations, create additional location iterations until done.

Footprint Note:

If Avaya Switch and CM3+, and existing MAPD question is NO, a footprint will be sent to CM to generate an AE Services server. This is only true for the first location, if AES is required for additional locations, must be done separate as CM allows only one AES per design (RFA restriction).

MAPD upgrade codes will be provided from IC configurator if required (IC requires MAPD with CVLAN R8M8).

ic oa designs in asd ic oa system2
IC OA Designs in ASD – IC OA System

OA Application – When designing IC OA System, ROE configurator footprint will be ignored.

Operational Analyst will allow a Yes/No response if there are not IC Multimedia users. However, it Multimedia users are greater than 1, Yes will be the only option. This is because there is no other way to accurately report on contact center activity for Email and Chat channels with CMS only.

In the absence of a footprint, the Base controls will not be populated with data. All entries will be in the Actual column.

Otherwise, the same entries are made on this screen for IC OA System designs as for OA Only (Standalone).

helpful hints about cm connectivity
Helpful Hints about CM Connectivity
  • AE Services will be completely designed “under the hood” in CM ASD when designed with IC. No entries are required on AES screen for this to happen.
  • If a legitimate CM design is being done, you can skip the AES screen unless other capabilities are required for AES to support other apps.
  • To do this without having to complete a CM design, use DSS to generate an existing CM for whatever the correct platform is (8700 etc) and make the target system identical to the existing system and “apply” the default. The IC footprint will take care of the AES piece.
  • The result will be a CM Addition with nothing on it but AES, but the footprint will handle all of the AES pieces.
  • Example, do 8700 with 150 users and one location, and accept the target settings without changing them. Make it as simple as possible, we are just trying to beat the edits in ASD.
you are done
You Are Done!
  • ASD support will start on June 1st for New Systems
  • ASD support will start on August 1st for Additions
    • Use the price tool for additions and leverage ATAC for assistance
  • Who to call for Assistance:
    • ATAC Specialists:
      • Tim Lawrence
      • Tom Cole
      • Tino Barzacanos
    • Product Manager:
      • Aaron Epstein
    • Product Operations (ASD functionality/RFA questions):
      • Carmela Pacheco
      • Rob Bowers
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