Ip office contact center
1 / 46

IP Office Contact Center - PowerPoint PPT Presentation

  • Uploaded on

IP Office Contact Center . Overview, Feature Briefs and Uses Cases. Content. IP Office Contact Center Functions & Terms Configuration information Element Overview User Interface Overview Agent Desktop Supervisor Desktop Administrator Applications Use Cases .

I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
Download Presentation

PowerPoint Slideshow about 'IP Office Contact Center' - talia

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.

- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
Ip office contact center

IP Office Contact Center

Overview, Feature Briefs and Uses Cases


  • IP Office Contact Center

    • Functions & Terms

    • Configuration information

    • Element Overview

  • User Interface Overview

    • Agent Desktop

    • Supervisor Desktop

    • Administrator Applications

  • Use Cases

Ip office contact center primary functions
IP Office Contact CenterPrimary Functions

Ip office contact center terminology
IP Office Contact CenterTerminology

  • Task- Represents a telephony call, email or chat

  • Task Flow - A graphic representation of task distributions in the contact center system. Determines how tasks are handled and which procedures will be carried out.

  • 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.

  • 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

  • Agent Group / AG- Is a list of agents configured for the AG, destination for routing, Tasks are not queued at the AG!

  • Team- Alist of agents configured in a team, used for reporting

  • Wrap Up – Equivalent to After Call Work, it is the time and agent uses between calls

Ip office contact center customer interaction all in one

Agent Groups

Customer Interaction

External Destination

Waiting Announcements


IVR Agents

IP Office Contact CenterCustomer Interaction – All-in-One

Contact Center Resources




Universal Queue



Contact Center

  • Multichannel

  • Skills-based routing

  • Channel prioritization

Chat,Call Back

Ip office contact center configuration options sold as software iso or ova
IP Office Contact Center Configuration OptionsSold as software – ISO or OVA

Ip office contact center system overview
IP Office Contact CenterSystem Overview

  • IP Office Contact Center - single server solution

  • Single SIP extenstion connection for Call Recording, Routing and Queueing with or without annoucement, IVR

  • CTI interface for monitoring and 3rd party call control for agents

Agent with UI and Phone

Find the bestAgent






System configuration setup
System Configuration & Setup

1. Step

Collect the customer data in an Excel template

2. Step

Install software

3. Step

Import the customer data and test standard features

Custom Setup

Make customer specific configuration

Core System:

Windows MSI setup unattended or VM-Ware template


Windows MSI setup unattended

Clean System

IP Office




Depends on

About 1 h for 20 Agents

Depends on the customer requirements

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.

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

Ip office contact center initial configuration data creation and import overview
IP Office Contact CenterInitial Configuration, Data Creation and Import Overview

DataImport Excel spreadsheet is used to collect the customer configuration data

  • For a new IP Office Contact Center installation

  • For an existing IP Office installation where IP Office Contact Center is an add on

    The Excel sheet generates two (2) output files

  • Dataimport.exe:

    • Contains the specific customer info

    • Used to write to data configuration database

  • Configuration.cvs contains (import with IPO Manager):

    • IP Office User configuration (for new systems only)

    • Shortcodes for routing

    • Special SIP extension used for call routing between IP Office and IP Office Contact Center

1. Step

Collect the customer data in an Excel template

Ip office contact center task overview
IP Office Contact CenterTask Overview

IP Office Contact Center abstracts each routable item (voice, email, chat) to a “task“ and each task has metadata attached (key/value pairing)

(Example: Key=CallingAddress, Value=“711399“, Key=CallerName, Value=“Bob Marley“…)

  • Metadata:

    • Can be an unlimited number of key values pairs which can be used in the routing engine

    • Can be used and modified during the routing process

    • Can be displayed at the Agent desktop

    • Is stored in the report database

  • Tasks are triggered by how they are arranged in a Task Flow which is set up or modified in the Administrator UI with the Task Flow Editor

Ip office contact center inbound call handling overview
IP Office Contact CenterInbound Call Handling Overview

  • Customer calls and is routed to a Topic number (e.g. Sales = 7000)

  • IP Office Shortcode (e.g. 70XX) redirects the call to the IP Office Contact Center SIP extension

  • Call anchored by IP Office Contact Center at SIP extension during

    • Routing

    • Queuing

    • Announcement (simple or IVR)

    • If the call is distributed and connected to the agent IP Office Contact Center is not longer in the media path

    • If the agent(s) doesn´t accept the call it is routed based on logic in the Task Flow or back to the original Topic number in IP Office

Ip office contact center agent registration overview
IP Office Contact CenterAgent Registration Overview

  • Agent logs in as an extension to supported Avaya phone or soft client

  • Agent launches and logs into IP Office Contact Center PC client

  • User profiles and/or permissions can be set :

    • Voice only

    • Voice & Multichannel

    • Supervisor Voice and/or Multichannel

  • Licenses are for active agents (e.g. 3 Contact Center shifts each with 10 active agents per shift allows for 30 total agents with 10 Active Agents per shift)

Ip office contact center agent configuration overview
IP Office Contact CenterAgent Configuration Overview

  • IP Office User (used for telephony and CTI)

  • IP Office Contact Center agent account

  • IP Office Contact Center User Inferface (thick client) - Windows PC

  • Telephony functions can be controlled by hardphone or client UI

    (Make a call, answer, hold, drop, transfer, conference, consult etc.)

  • The contact center functions only by IP Office Contact Center UI

    (Wrapups, pause, login/out, sign on/off, break)




IP Office



Ip office contact center basic agent group routing overview
IP Office Contact CenterBasic Agent Group Routing Overview

  • Define a (nearly) unlimited number of agent groups

  • 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

Ip office contact center call recording overview
IP Office Contact CenterCall Recording Overview

  • Record calls, store conversation histories to use for the training of new employees and audit purposes

  • Call recording of call provides safety and assurance

  • Voice recording port available for every agent

  • Uses existing call recording capabilities within IP Office

  • Recorded calls can be sent to a voice mail box, emailed to supervisor, or can be searched and accessed via ContactStore/ Contact Recorder

Ip office contact center skills overview
IP Office Contact CenterSkills Overview

  • Skills are divided into two categories

    • Agent Skill – Enter the knowledge and capabilities of an agent

    • Topic Skill – Enter the minimum per agent skill level for a Topic

  • Each Agent and each Topic gets assigned a skill level for each skill in the form of a percentage (0 to 100%)

    * If an agent skill level for a particular skill meets or exceeds the skilllevel required for the same skill within a Topic then the Agent can be used for that topic

  • There is no limit in the number of skills per Agent or per Topic

  • Skill requirements can be reduced if no Agent is matching the requests

  • Skills are not associated with Agent Group

Ip office contact center interactive voice response ivr overview
IP Office Contact CenterInteractive Voice Response (IVR) Overview

  • Self Service Component (IVR) with a graphical script editor built in

  • Touch tone (DTMF) capabilities by default. Speech Recognition and Text-to-Speech added as an option (3rdParty license –Nuance)

  • Access to standard ODBC enabled data bases

  • Option to play plain announcements only (non interactive, no touch tone)

Ip office contact center integrated outbound dialer overview
IP Office Contact CenterIntegrated Outbound Dialer Overview

  • Outbound dialer built in supporting preview and queuing

  • Outbound calls are routed through the routing engine

    • Agents can work for inbound and outbound calls

  • Integrated, concurrent campaign management

  • Call back management

  • Call Job creation, editing and import

Agent desktop features and functions
Agent Desktop Features and Functions

Agent applications
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 real time


Email - Application where Agents process emails

Chat - Application where Agents process chats

Agent key functions
Agent Key Functions

  • Login and Set Up Experience

    • Ready to work, agent groups

    • Visible work load, multi-modal logins

    • Report on past work, performance

  • Multi-Modal Agent Productivity

    • Voice, Email & Chat

    • Alerts

    • Handling real time interaction and escalations

  • Customer Handling

    • Screen pop

    • Warm transfer, call continuity

    • Information, data and record handoff

Agent user interface standard view
Agent User Interface – Standard View

  • Full agent control:

    • Sign in/out Agent Groups

    • View history

  • Fully 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 metadata driven searches and/or access to web ticketing

Agent user interface minimized view
Agent User Interface – Minimized view

Sidebar 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

  • Define size and information visible

Agent Status per Task

Task type – Audio, Email, Chat

Expanded View

Full Call Control

Agent home screen customized view
Agent Home Screen – Customized View

  • Customize to Team or Agent Group standards

  • Add real time information relevant to Task Flows and Skills

  • Personal the Agent User Interface

Real time information
Real Time Information

  • Quick overview of contact center status

  • Individual monitoring screen with integrated telephony function

  • Agents, team leaders and supervisor information

  • Waiting queue of all tasks including Email & Chat

  • Service level information

Email processing
Email Processing

  • Integrated Email

  • 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

Supervisor desktop features and functions
Supervisor Desktop Features and Functions

Supervisor applications
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).

Supervisor key functions
Supervisor Key Functions

  • Optimize Staff and Agent Grouping

    • Compare statistics between groups

    • View real time queue for Tasks (telephony, email, chat)

    • Struggling agents

  • Manages Sales and Service Spikes

    • Historical data supporting a sales promotion or service event

    • Durations

    • Report by agent group or topic

    • Export

  • Managing escalations

    • Consulting

    • Intrusions

Supervisor user interface
Supervisor User Interface

  • Supervisor can remotely log on/off and sign on/off agents from Agent group (remote functions)

  • Supervisor silent monitoring

  • Fully customizable, drag and drop feature rich interface

  • Coaching functionalities

  • Reports comparable with integrated reports like CMS

  • Pickup and delegate calls

Real time dashboard
Real Time Dashboard

  • 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

Historical reporting
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

Agent status and contact details
Agent Status and Contact Details

Agent Status Report: Non-Task related events

Contact and Customer Details Report

Administrator screens features and functions
Administrator Screens Features and Functions

Administrator applications
Administrator Applications

Dialer - Configure outbound dialer

jobs &campaigns

Configuration - Configure main

Contact Center elements

UI Configuration - Configure &

assign Contact & Menu Bars,

Home & Telephony features

Email - Configure email (UMR) core


Text Blocks - Configure blocks of text

used for Email auto reply templates

Task Flow Editor - Configure Contact Center routing rules

IVR Editor - Configure IVR scripts,

Announcements & user response

Address Book - Configure address

book access and availability to Email

Administrator key functions
Administrator Key Functions

  • Agents, Agent Profile & Agent Groups

    • Number of agents

    • Privileges, authorization,

    • Auto start monitoring and Agent Groups

  • Basic Task Flow & IVR Scripting

    • Inbound routing

    • Announcements

  • Text Blocks

    • Outbound campaigns

Administration landing screen
Administration Landing Screen

  • Aggregated contact center services and elements (per tab)

  • Configured system connections

  • Multi-modal communication elements

  • Agent, Agent Groups, Teams and Topic views

Task flow editor task flow menu
Task Flow EditorTask Flow Menu



Define Condition!



Task flow editor example structure
Task Flow EditorExample Structure

Ivr editor
IVR Editor

  • Graphical tool forbuilt 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

  • Speech recognition (ASR)

  • Text to Speech (TTS)

Key contact center priorities

What is your single most important contact center application?

Key Contact Center Priorities

Use case 1 optimizing time to resolve

Inbound Service application?

Use Case # 1“Optimizing Time to Resolve”

  • Customer calls Pilot number or Agent Group direct line

  • Inbound call routed to Agent Group and connected to Agent

  • Agent User Interface is customized with information elements displaying:

    • Call details

    • Browser controls

    • Customer history, data driven

Inbound call

to Pilot

Inbound call to Agent Group


  • IVR –

  • Press 1 for Sales

  • Press 2 for Service

Information Elements

Call details

Customer data, Contact info

  • Browser:

  • Data search

  • Web ticketing

Use case 2 excellent service thru optimization

Inbound Service application?

Use Case # 2“Excellent Service thru Optimization”

  • Supervisor shows overwhelmed Contact Center statistics.

    • Agents Group comparisons

    • High Customers wait times

  • Supervisor views Agent Group activity and monitors Agent skill assignment real time

  • Remotely moves (Log in) available Agents to high traffic groups  

  • Topic 1

    Topic 2




    Real Time Reports

    High Customer Wait Times

    Available Agents

    Remote Agent


    Topic 1

    Topic 2



    Use case 3 up sell

    Inbound Sales application?

    Use Case # 3“Up Sell”

    • Start with inbound telephony call to Agent or Agent Group about a new product offer

    • Agent adds on and escalates to Supervisor to discuss bulk discounts

      • Supervisor intervention

  • Upsell or accessorize at a discount and agree to term in a Supervisor assisted conference  

  • Inbound call to Agent Group

    Inbound call

    to Pilot


    • IVR –

    • Press 1 for Sales

    • Press 2 for Service

    Parties are


    Use “Assistance” button on the telephony task interface

    Supervisor intervenes by using “Agent” button

    Use case 4 promote the sale

    Outbound Sales application?

    Use Case # 4“Promote the Sale”

    • Promote the a product sale using an Outbound Campaign:

      • For select, priority customers in the database

      • Using a Job to optimize the task

  • Assign Agents or Agent Group for service during the duration of the event

  • Automatically, mechanically connect agents with customers

  • Show reporting options for that group or team 

  • Supervisor team launches Outbound Campaign

    • Dialer Module shows:

    • Current Campaigns

    • Available Call Jobs

    • Schedules

    • Dialing Parameters

    • Task Flow Editor shows:

    • Available Flows

    • Flow Activation

    Activate Campaign

    Connect agents

    with customers