48784220 Call Center Solutions for Cisco UCCE UCCX by Telisca
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Transcript of 48784220 Call Center Solutions for Cisco UCCE UCCX by Telisca
TELISCA 1/6
Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Express
tel isca references and solutions
R e f e r e n c e : 1 1 0 2 1 0
[email protected] Tél : +33 (0)9 53 77 21 57
www.telisca.com
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1 Introduction telisca is a developer and engineering company based in France dedicated to Cisco
telephony and Call Center APIs expertise. telisca develops products and solutions based on CTI applications. We have experienced
developers on JTAPI (CUCM) and CTIOS (UCCE). telisca has worked actively for large Unified Contact Center Enterprise projects including
CTIOS development. These projects are described hereafter. telisca also extends the capabilities of Unified Contact Center Express with products such
as Desktop Popup and Callback Server. Finaly telisca has recently finalized a specific call center like application for specific
customer needs called IPS Smart Pickup group.
2 UCCE / CTIOS references
2.1 IP Phone based (XML) agent client
This solution has been developed for a French Bank requiring an easy to deploy solution for
new inbound and outbound campaign with specific bank oriented features. The agent’s user
experience is based on the IP Phone XML screen. It uses screen popup, menus and icons to show current status.
Features supported include :
Login
Logout
Agent status (with icons)
Control after call work/not available
Inbound /outbound Popup
Dial outbound calls
Transfer to pre-defined destinations
Conference calls
Agent and skill group statistics
Control Nice recorder
This application is running on fault tolerant servers with a load balancer.
2.2 Interface Remedy ARS avec UCCE
This development provides features for Remedy ARS to integrate in UCCE environment:
Server XML A
CTIOS A CTIOS B
Server XML B
IP Phone Administration
CCXA Web Service
http
Tcp
Enregistreur
Load balancer
PRIMARY
BACKUP
URL Services
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Login
Logout
Agent status control
Inbound Popup
Dial outbound calls
Transfer
Statistics
Remedy ARS communicate in both directions with UCCE through a CTIOS gateway
developed by telisca.
2.3 Java Agent and Supervisor desktop
Telisca has developed a full feature Agent Desktop and Supervisor Desktop for UCCE. This
Java based program runs on Linux desktop and is used in the call centers of French
telephony provider.
The following features are available: Login
Logout
Extension mobility support
Agent status and control
Outbound call
Transfer
Conference
Agent statistics
Skill group statistic (including a statistic server)
3 UCCX solutions Two telisca products provide solutions in UCCX environment:
- Desktop Popup, - Callback Server.
3.1 Desktop Popup
Desktop Popup can be used in a CUCM Line Group environment or beside UCCX Agent
Desktop to provide a popup for direct calls.
3.1.1 Overview and architecture Desktop Popup is a Popup solution (caller information popup), interfaced with Cisco Unified
Communications Manager. It makes it possible to search a customer contact, on incoming call, based on the calling number, in a Web based or rich client CRM.
Desktop Popup is connected to telisca CTI Server, which is connected to Cisco CTI Manager via JTAPI.
Desktop Popup also makes it possible to dial and hang up from the IP Phone monitored by
Desktop Popup. This is useful to add CTI integration to a CRM application.
ARS RemedyPasserelle
CTIOS(telisca)
ServeurCTIOS
Cisco UCCE
TCP42028
HTTP:8080
HTTP:80
Serveur ARS
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Desktop Popup starts automatically at the beginning of the Windows session and is
connected to the CTI server by a HTTP request. This request remains on standby until a new telephony event or a time-out. This connection is accepted by firewalls and proxies.
- Desktop Popup can be installed locally on PC or executed from a network driver.
- Desktop Popup supports fixed mode or extended mobility mode (user log on IP Phone).
3.1.2 Web based application integration - On ringing, answer or dialing event Desktop Popup get an event with formatted calling
party number. It calls the browsed with a defined URL on which the calling party
number have been added.
- Depending on configuration, Desktop Popup can directly open browser windows or ask for validation.
- Depending on configuration, recent calls can be listed and selected to popup on a previous call.
3.1.3 UCCX compatibility Desktop Popup can be executed side by side with UCCX Agent Desktop. It can be usefull for direct calls not handled by UCCX.
3.1.4 Administration and installation Desktop Popup server configuration can be defined using a Web based interface.
IPS Framework, CTI Server ASP.Net, IIS, JRE
Win 2003 Cisco
CTI Manager
IP Phone Desktop Popup
AXL SOAP JTAPI
http
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Several Desktop Popup client instances can run simultaneously on a Citrix Server. Desktop Popup run on Microsoft .Net 1.1, 2.0, 3.x or 4.x. Desktop Popup UI is available in English
and French.
3.2 Callback Server
Callback server handles outbound calls with specific attention to personal and skill group
callbacks. The goal is to manage the priority within callbacks and to be able to guarantee callbacks are executed at specific time of day.
Callbacks server can be interface with an IVR script, a Web callback interface, the UCCE
Agent Desktop and the UCCX Agent Desktop in the integrated browser.
The Callback Server can provide the contacts to the agent, when he requires it and then
handle dialing and recycling. With the Media Blending option the callback server can generate inbound calls to a skill group and transfer to the required contact.
3.2.1 Agent web client to program a callback The web programming form can be displayed in the embedded Agent Desktop browser. It is filled with 'system and enterprise data' available.
The agent can enter additional contact information and the type of callback (skill group /
personal, average or accurate date/time). After selecting the day, the agent can browse the
skill group availability (closed, available, average, too busy) by ¼ hours.
3.2.2 Contact form to callback The agent may require a callback or get one automatically, - When status is ‘Not Ready’, by pressing a button,
- Automatically on a timer in after call work status. This mode is necessary to be able to
handle personal callbacks at accurate date/time.
The contact form to call back is displayed in a in the Agent Desktop embedded browser. It contains all contacts information available as well as the history of previous callback.
The agent can dial from the form and classify the call :
Terminated
Wrong number
No answer
Busy
Personal or skill group callback.
3.3 IVR Callback
The IVR script calls an http method to set a callback. Required parameters are: list, skill
group, number to dial, date and time.
The http request returns a code to accept of refuse the callback. The date and time is checked compared to skill group opening hours and the number to dial is checked against
the authorized and forbidden phone number prefixes defined.
3.4 Web Callback
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The IVR script calls an http method to set a callback. Required parameters are: list, skill group, number to dial, date and time. Additional contact information (name, company,
customer code, …) can be added to provide more information to the agent.
The http request returns a code to accept of refuse the callback. The date and time is
checked compared to call center opening hours and the number to dial is checked against the authorized and forbidden phone number prefixes defined.
Another http method provides the skill group availability by ¼ hours (closed, free, average,
and too busy).
3.5 Administration
The web based administration handles:
- List and skill group definition, - Load of lists (from text file),
- Callback count by ¼ hours,
- Callback export, - Callback statistics,