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