ERICSSON SOLIDUS eCARE™ 5 PRODUCT DESCRIPTION

The power of contact

IntroductionThis document provides a detailed description of Ericsson Solidus eCare™ – Ericsson’s offering for Multimedia Contact Centers. The document outlines the main categories: Agents applications, Management and Administration, Self-service applications and IP multimedia queuing and routing. It includes a description of the skills-based routing scheme, the support for Virtual Contact Center, and an overview of the media, Internet and Mobile features; voice, fax, e-mail, SMS, and chat. It describes Campaign Manager, which enables outgoing campaign calls, and the IVR scripting tools that is available. There is also detailed description of each of the applications within the entire Ericsson Solidus eCare™ application suite.

Ericsson Solidus eCare™Ericsson Solidus eCare™ offers enterprises of all sizes IP and mobility-enabled virtual contact centers across multiple sites. This enables dispersed customer service organizations to behave as one single unit. Solidus eCare™ is the power that enables people to be provided with the best contacts. Solidus eCare™ operates on Ericsson MX-ONE™ or MD110 PBX. As such the solution is capable of providing full IP contact center capabilities. And it comes empowered with Mobile Extension for Ericsson Communication systems to equip remote or roaming agents with full PBX feature transparency.

Customers can be guaranteed of access to the most appropriate agent – wherever they are located and on whichever communications medium (i.e., voice, chat, e-mail, SMS, or fax) they prefer to use.

Ericsson Solidus eCare™ provides skills-based routing across these media, a single point of management and an integrated management information system across the contact center. The solution consists of software applications focused on the agent, management and customer self-service functions.

Ericsson Solidus eCare™ Application Suite operates on the Open Application (OAS) Server platform. OAS is the switching platform that provides advanced media and call control functionality within Solidus eCare™. Together, they provide the features and functionality that organizations require to remain competitive in today’s business. The Open Application Server is an advanced multimedia services platform for Enterprise CTI that provides new opportunities for business development. As the platform for a new generation of CTI applications, OAS enables collaboration between telephony applications and the computer environment. At the same time, it provides advanced media and call control features that facilitate state-of-the-art business evolution.

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1 Ericsson Solidus eCare™ in detailEricsson Solidus eCare™ Application Suite is made up of eight core applications. These core applications are divided into three fundamental categories:

• Agent applications – the various modules of Desktop Manager are the focal point of the customer interaction center and therefore constitute our most extensive category.

• Management and Administration – the applications in this category provide centralized control and management of the invested contact center infrastructure. The applications are Report Manager, Configuration Manager, Information Manager, and Internet Suite Creator (also known as Knowledge Base Manager).

• Self-service applications – the applications in this category facilitate maximum cost efficiency by optimizing the automation of services. The applications are Script Manager, Virtual Agent, Auto e-mail Response and Auto SMS Response.

Solidus eCare overview

� Agent ApplicationsAgent applications provide the interface for the call center agent to access all the features and functionality available via Solidus eCare™.

Ericsson Solidus eCare™ Desktop Manager is a component that provides call control, enhances contact center functionality and enables the integration of an organization’s business applications. The Desktop Manager is a client/server application, as are all the other Solidus eCare™ applications.

The Desktop Manager communicates with the other Solidus eCare™ applications and the Open Application Server to execute its feature functionality.

This overview includes:

1. Desktop application for all contact center users

�. Feature-based licensing

Contents1. Ericsson Solidus eCare™ in detail �

�. Agent Applications �

3. Management and Administration applications 8

4. Self-service applications 19

5. Open Application Server (OAS) ��

6. Routing of calls/sessions ��

7. Multi Tenanted Contact Center �7

8. Virtual Contact Center �9

9. Internet enabled contact center 30

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• Standard version features

• Optional licensed features

3.Informed arrival

• Incoming call options

• Personal number

• Answer call options

• Handling on-hook waiting customers

• Ending a service call

• Call qualification code options

4. Placing calls.

5.Skills-based assistance.

6.Agent IP Recording

• Third party Agent IP Recording

7.Route Manager – Phone Agent or Non-Desktop Manager agent

2.1 Desktop application for all contact center users

Desktop Manager is an agent, team leader and supervisor application that provides features especially developed for the contact center environment. The modularity of this feature based application will meet the needs of any contact center organization.

The Desktop Manager employs Computer Telephony Integration (CTI) technology to provide a Graphical User Interface, which simplifies and automates call control. All call control options may be accessed via keyboard or mouse to make full use of the Windows® environment.

Desktop Manager Toolbar

By using CTI technology, the productivity of the contact center staff is improved. Improving the flow of information within a contact center is one of the most important features that Ericsson provides.

Additionally, Ericsson Enterprise is proud to be the first supplier to support any type of device for contact center agents for MD110 or MX-ONE™ systems. Ericsson Solidus eCare™ customers can use any type of device they choose and are not bound to IP or digital phones. Agents can use IP, digital, analog, DECT and Mobile Extension.

Ericsson Enterprise is also proud to be the only supplier to offer complete PBX feature transparency for mobile agents using MD110 or MX-ONE™ systems. By being able to let agents use their current device, the Ericsson solution provides investment protection for customers.

2.2 Feature-based licensing

To provide the flexibility that contact centers require, Desktop Manager provides features that are individually licensed to fit the needs of any contact center.

2.2.1 Standard version

The standard version of the Desktop Manager provides agents with call control functionality through the PC. All of the agent desktop features are performed via pop-up windows available on the agent’s computer and not the telephone instrument.

All basic PC-operated call control features are available to all agents, regardless of their privilege authority grade. This functionality includes placing, answering, extending and transferring calls, plus conference call capability. It is further complimented with the following agent features:

• Agent Ready or Not Ready • Accept/reject service calls• End/extend clerical time • Personal call retrieval and personal directory • Modification of own skills Ericsson Solidus eCare™ also enables free seating. An agent may logon at any location in the contact center site or network and their unique agent skill-set will be transferred to their logon position. To log on, the agent enters the desired extension number and password.

Ericsson Solidus eCare™ determines the category of the extension and enables features in accordance with the device’s capability. The Desktop Manager provides a unique application to equip agents, team leaders and supervisors with tools that will simplify and improve performance.

The Desktop Manager also includes the Real Time feature that allows agents with the appropriate authority grade to view real time statistical information on their desktop. Both service group and individual agent statistics can be displayed on the desktop in a separate pop-up window. The information may be displayed in graphical or tabular format and includes:

• The number of calls answered per service group• The number of calls offered per service group• The number of rejected calls (callback and service

group calls)• The number of time-outs• The duration of the current call state and when a signal

state’s defined threshold is exceeded

Desktop Manager Service Groups Statistics Window

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2.2.2 Optional licensed features

The optional licenses features are outbound agent with agent scripting, Web agent, e-mail agent, SMS agent, IP agent, IP recording. Dynamic Data Exchange (DDE)/COM, supervisor features, real time information, D.N.A. and LDAP Directory access and desktop messaging.

All license features in Desktop Manager are object based. Thus contact center agents, team leaders and supervisors may access the various features and objects of the contact center based on their uniquely configured authority grade.

Outbound Agent with Agent ScriptingDesktop Manager Outbound Agent enables outbound voice calls to be initiated as part of the configured call campaigns

An outbound agent will be empowered to make voice campaign calls from the Desktop Manager. This form of outbound dialing is defined as being “preview dialing”. Preview dialing means that the call is presented to an agent. The agent then acknowledges the outbound task and the call is initiated.

The system can be configured to send the outbound call request to an agent and then automatically place the call. This is fundamentally a derivative of power dialing.

Outbound agent allows for call blending. When a Solidus eCare™ agent becomes available after having handled a voice, chat or e-mail request, then the system can provide an outbound call request to the agent.

The outbound functionality is configured and managed from within the Solidus eCare™ Configuration Manager. In this application, campaign lists can be defined, imported and modified.

It is also possible to reschedule a callback if the initial attempt to place a call fails.

Agent outbound campaign question window

Agent ScriptingThe Agent Scripting part of the outbound agent feature enables Desktop Manager outbound agents to conduct a configured and defined survey from a questionnaire associated with a campaign. The script is displayed on the agent’s console, guiding the agent through a customer transaction. This feature promotes optimization and efficiency for outbound campaigns.

A campaign script-builder tool can be launched from within Configuration Manager for managers to define and edit scripts; each campaign can have its own script associated with it.

Four report templates are available for outbound agents: customer survey, campaign summary, agent summary and campaign failure.

Desktop Manager Web AgentDesktop Manager Web Agent enables agents to respond accurately to customer inquiries over the Web through text chat. As with all Ericsson Solidus eCare™ applications, it employs client/server technology and is licensed on con-current usage.

Desktop Manager Web Agent is automatically launched when Desktop Manager is launched. A text chat screen appears when activated. It is possible for an agent to handle several simultaneous chat sessions. While handling these simultaneous chat sessions, the agent may be configured to not receive incoming voice requests. The number of simultaneous chat sessions and the capability of handling incoming voice calls are configurable parameters.

Web co-browserOnce a chat session is established between the client and agent, simple web co-browsing can be facilitated by the agent using the “follow me” functionality: Agent control – when the agent moves about the web site, the movement is reflected in the customer’s browser. The agent can activate or disable this option at any moment and with immediate effect.

The agent can push web pages as well as any content that is referenced by a URL, (e.g. files and multimedia presentations) or even streaming media, to the customer’s browser.

Chat Assistance and MonitoringAll Desktop Manager Web Agent chat session transcripts are logged and stored in the Solidus eCare™ system, for review and reporting at a later stage. It is possible to review either a specific customer interaction or the complete customer history.

Each agent’s Web interaction sessions can be monitored non-invasively from a supervisor console. Supervisors are able to intervene in agent sessions if required.

Desktop Manager E-mail AgentE-mail Agent is accessed from the Desktop Manager Call window when an e-mail is routed to the agent.

Desktop Manager e-mail agent operates in a client/server environment, and is licensed based on concurrent usage. Desktop Manager e-mail agent requires Desktop Manager standard agent software to be installed.

WEB agent conversation monitoring and assistance window

E-mails may be replied to, deleted, or forwarded. Full attachment handling is provided, where an agent can view attachments to the e-mail, and also add attachments when replying to an e-mail. An agent may also request assistance with an e-mail from another Solidus eCare™ Desktop Manager agent or supervisor.

Desktop Manager Call Window showing an incoming e-mail message

Desktop Manager e-mail agent provides a Graphical User Interface (GUI) for the agents to respond to incoming e-mails. The application support embedded OLE objects and bitmaps. Note that these are only supported for Microsoft Exchange due to limitations in Lotus Notes/Domino.

Desktop Manager SMS AgentSMS Agent is accessed from the Desktop Manager Call window when an SMS message is routed to the agent. Desktop Manager SMS agent operates in a client/server environment, and is licensed based on concurrent usage. Desktop Manager SMS agent requires Desktop Manager standard agent software to be installed.

Desktop Manager SMS agent provides a Graphical User Interface (GUI) for the agents to respond to incoming SMS messages as well as to initiate new outgoing SMS messages.

Desktop Manager E-mail and SMS window

Desktop Manager Soft Phone

Desktop Manager Soft Phone enables agents to use IP soft phone for all call control features, thereby eliminating the need for a physical telephone. This provides agents with greater mobility as well as a more economical total solution.

Desktop Manager has the flexibility to let the system know whether the soft-phone or physical IP phone is the preferred IP device type; this eliminates the need for prompting at logon if not required. Further, Desktop Manager Soft Phone can also configure IP settings that are specific to the local PC.

Solidus eCare™ Desktop Manager Soft Phone supports:

• Virtual Private Networks (VPN) with Network Address Translator (NA)

• Ability to select a preferred network adapter to be used for VoIP

• Automatic Gatekeeper discovery, or manual gatekeeper configuration

• Enhanced logging for trouble shooting VoIP issues

• Low bit-rate codecs G 7�9a and G.7�3.1 (as well as G.711)

• Support for quality of service (QoS) parameters to set priority for VoIP call in the IP networks.

• IP recording (separate license is required)

Note that the “SeC DM Soft Phone” license is not required for Desktop Manager agents that are using a physical IP phone.

Fax and VoicemailFax and voicemails from OneBox MX-ONE™ Messaging (Ericsson Unified Messaging solution) are presented as attachments to an e-mail when delivered to an agent.

Desktop Manager SupervisorThis is a set of features that help perform the tasks and responsibilities assigned to team leaders and supervisors.

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Desktop Manager DirectoryThe Desktop Manager Directory license feature allows all Desktop Manager users to access the corporate D.N.A. Directory or other LDAP compliant directories and search for anyone there by name or extension number for call support. Once a directory entry has been identified and selected, the telephone number can be dialed via the Desktop Manager interface.

Agent Directory window

2.3 Informed arrival

For each incoming call, Desktop Manager receives information from two sources. The first is from Open Application Server indicating the ringing line and calling party. The second is a call information packet from the Router indicating whether the call is personal or from a specific service group. Desktop Manager combines this data and presents the information to the agent’s desktop. Using the Dynamic Data Exchange/COM feature the data can be used to trigger other Windows® applications with automatic data entry.

Call information Agent window

2.3.1 Incoming call options

An agent may answer both service calls and, if permitted to do so, personal calls. All calls are received on the primary extension and, if desired, an audible tone from the PC can be used to indicate receipt of a call. Additionally, Desktop

Manager may be configured to automatically display the call window with the call details or launch Windows® applications using DDE/COM.

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The features available are dependent upon the user’s authority grade and may include the ability to:

• Create and modify agent skills and skill levels to change the type of calls distributed to agents.

• Monitor a conversation between an agent and a customer.

• Force an agent logoff.

• Register agents as ready or not ready to answer service calls.

Desktop Manager DDE/COMThe Desktop Manager DDE/COM feature license can provide integration to a customer’s business application. Based on caller information such as caller ID and called number, the customer’s business applications can be initiated automatically to make the agent’s daily tasks easier.

Desktop Collaboration (messaging)The Desktop collaboration feature license allows contact center agents to send and retrieve text messages, request assistance, initiate intrusion and execute skills-based searches to locate an appropriate agent for call support.

Desktop Manager provides agents with a search tool that lists other agents currently logged on the system by name or by particular skill. One agent may place a call to another agent based on this search. If an agent places an internal call and receives a busy tone, then he/she receives busy notification and is given the option to register a call back, camp-on until the caller becomes available, or hang up.

Desktop Request Assistance Collaboration window

Desktop Manager DirectoryThe Desktop Manager Directory license feature allows all Desktop Manager users to access the corporate D.N.A. Directory or other LDAP compliant directories and search for anyone there by name or extension number for call support. Once a directory entry has been identified and selected, the telephone number can be dialed via the Desktop Manager interface.

2.3.2 Personal number

Ericsson Solidus eCare™ includes a configurable option to enable agents to use a personal number at which they can be reached, regardless of their location. When the agent logs on, the Router will automatically send personal calls to the agent’s current extension. This is of course possible only if the agent is available and if their privileged grade allows personal calls.

Several options on how to prioritize service calls versus personal calls can be set. These allow for contact centers to automatically permit or restrict prioritization between personal and service calls and even give the agent the privilege of being able to choose.

2.3.3 Answer call options

When a call is received the agent can choose to answer the call or divert it to another extension. Desktop Manager may be used to configure the agent’s telephone for automatic answer, which provides the agent with hands-free answering capabilities. The call is automatically answered as soon as the call configurable delay value of a few seconds expires. In the event that the agent fails to answer a service call within a predetermined time, then his/her status is automatically changed to unavailable. This is so as to avoid another call being routed to the same absent agent. In the mean time the original call is routed to another location.

2.3.4 Handling on-hook waiting customers

When the agent acknowledges and accepts an on-hook waiting call, Desktop Manager automatically calls the customer. If the agent rejects the call, or does not acknowledge the callback within a predefined period, the call will be reported as a failed callback, and the agent’s status is automatically changed to Not Ready to avoid another call being routed to the absent agent. If the callback was unsuccessful, then the agent has to enter a reason for failure.

The agent can select from a list of predefined reasons why the call was not completed (e.g., no answer, phone busy, etc.). The agent will remain in clerical time until a reason is entered. Report Manager will report the reasons for Not Ready.

2.3.5 Ending a service call

Upon completing a service call, an agent may be assigned clerical time to perform any data entry associated with their last call. The length of the clerical time is assigned per service group; therefore the clerical time available may be varied dependent upon what type of call is received. All agents can choose to terminate clerical time before it ends. Only privileged agents are allowed to extend clerical time if necessary.

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2.3.6 Call Qualification Code options

Additionally, agents may enter Call Qualification Codes that are predefined in Configuration Manager to report on issues such as individual product sales, type of service requested or general satisfaction surveys. Codes can be configured per service group and may be entered while the call or e-mail is in progress or during clerical time.

If desired Desktop Manager may be programmed such to ensure that agents enter a Call Qualification Code for each call or e-mail. Once this feature is activated, the agent will remain in clerical state until a call qualification code is entered. Call Qualification Code entries are stored in the Solidus eCare™ database for Report Manager to access for reporting.

Call Qualification Code agent window

2.4 Placing calls

An agent may place outgoing calls at any time. Desktop Manager allows an agent to place outgoing calls:

• Manually, using the keypad provided on their PC screen.

• Automatically, using their personal directory that contains their private telephone contact list.

• Automatically via the last number re-dial functionality, which stores the last 10 telephone numbers in the order dialed during the current logon session.

2.5 Agent IP Recording

Solidus eCare™ Desktop Manager Soft Phone agents can be assigned the privilege of recording IP voice calls. The agent can set recording parameters, record all calls, skip recording of current calls or start/stop recording on demand. The agent can annotate a current or previously recorded call or view a list of recordings and annotations since log-on. Each of these functions is accessed from a single dialog box.

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3.1 Configuration Manager

Configuration Manager is an application that serves as a tool for users to set up call flows, rules and guidelines as well as to define all configurable parameters within a skills- based contact center. It is also the application that enables the configuration of various sites in a Virtual Contact Center.

Configuration Manager Window.

Once the various sites of a virtual contact center have been defined, configuration details about specific sites, including Number Translation and Default Language Container (i.e., the configured languages for each of the OAS servers and the voice prompt relative paths on each of the OAS servers) can be defined in Configuration Manager. This provides for centralized management for a virtual contact center with various sites. Configuration Manager is a client/server application that will allow multiple users to access configuration data according to user’s privileges and object permissions. Only users with appropriate authority can access Configuration Manager.

Employing highly intuitive interfaces and wizards, the user is guided through complex set-ups and configurations to:

• Set contact center system properties – whether it is single-site or multiple-site

• Configuration of service accesses

• Establish service groups

• Set up skill sets

• Set up users

• Directory integration

• Define Call Qualification Codes

• Display IVR Data

• Define reasons for being Not Ready

• Create call campaigns

• Verify configuration

• Access other applications

3.1.1 Set contact center system parameters

As the tool for configuring all the elements required by a skills-based contact center, Configuration Manager defines

Call Recording agent window

2.6 Third-party Agent Recording

It is possible to integrate with generic third-party recording software by using the DDE/COM function for start and stop of recordings. The Call Recording dialog will display in the minimized format. It will be possible for the agent to initiate and stop recording.

2.7 Phone Agent - Route Manager or Non-Desktop Manager agent

It is not compulsory for an agent connected to Ericsson Solidus eCare™ to use Desktop Manager client. Agents who do not have access to a PC, like warehouse personnel, can logon to the contact center via a phone device by dialing a specific logon number to access the logon script. Once logged-on, they can make themselves Ready or Not Ready. When they have made themselves Ready, they will be presented with calls that match their skill profile.

3 Management and Administration applicationsThe management group of applications provides contact center managers and supervisors with the resources to dynamically and proactively manage all aspects of contact center activity. The applications include:

• Configuration Manager

• Information ManagerInformation Manager

• Report ManagerReport Manager

• Internet Suite Creator (also known as KnowledgeInternet Suite Creator (also known as Knowledge Base Manager)

• Real Time InterfaceReal Time Interface

• Outbound call campaigns and script builderOutbound call campaigns and script builder

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all the system parameters. Such parameters include: the calculation method for Estimated Waiting Time, the process by which secondary call selection should be performed, the manner in which to handle callback (including on-hook waiting), call priority (i.e., service call versus personal call), number translation, whether personal number will be available to agents, the recorder to be used for recording conversations, the archiving interval for historical reporting, the logging of call details data, etc.

3.1.2 Configuration of service accesses

From Configuration Manager, the user can view a list of access points from which the calls and media sessions can enter the contact center. A service access is the entry point into Solidus eCare™, and is defined as the first step in the routing phase.

The second step is the service group within which Solidus eCare™ finds a suitable agent. The call flow is designed by making an association between this service access and how a call or media session will arrive at a particular service group, followed by the routing rules that determine the agent’s skill requirement.

Service access purposeIn the first routing step the goal is to provide necessary information to the service group to make routing decisions.

The rules that define the service access can be set in two ways - either by using integrated automated attendant for one-step menus or by using the Script Manager for multidimensional routing capabilities. In either case, the routing rules can be changed from within Configuration Manager. If the Script Manager is installed, the Configuration Manager will question whether or not to use it for each service access set up.

Call flow design optionsA call flow in Solidus eCare™ can be as simple as a one-to-one relationship between called number and receiving service group. It can equally be effortlessly configured for a one-to-many or a many-to-many routing scenario. A one to-many design could be one Toll Free Number leading to several services within an organization. A many-to-many call flow could be a routing scenario where the customer identity determines the receiving agent.

Service access using an automated attendantTo set up a service access using an automated attendant, Configuration Manager walks the user through a wizard in which the user will be asked to input certain necessary information. This involves setting up a name and number for the service access, a welcome message and a selection message with selection menu and caller input. The user is able to set up the rest or update the information of the call flow by editing the service access’ properties.

Service access flow properties window

Service Access using Script ManagerTo set up a service access using Script Manager, Configuration Manager provides a listing of all the binary scripts. This is a compiled version of the script to be used by Script Manager. It is defined via the Script Designer application that is available in the system to enable the Service Access to be associated with the desired script.

Service access properties window Though a script can be associated with multiple Script Manager Service Accesses, it can be customized individually to serve the needs of each individual service access.

Service Access activationWhen a contact center is operational, Configuration Manager supports modification of the name and number of a service access. If a service access point is deleted however, the call flow will no longer be available. By default, when a service access is created, it will be inactive. The Configuration Manager user has to activate it manually, after making sure that all service groups referenced by this service access are configured.

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3.1.3 Establish service groups

To set up a call flow that is sensitive to each caller’s need, Configuration Manager creates service groups to determine how the calls and media sessions are to be handled. Each service group has a defined set of skills required to handle that specific call/media session. When a call or media session comes to one of the service groups, only agents with the associated skills can answer the call or media session. A maximum of three skill sets can be configured for every service group to be used when calculating the Estimated Waiting Time. By expanding the number of agents available (this is achieved by adding skill sets), Solidus eCare™ becomes reactive to changes in the number of incoming calls or sessions.

Wizards are used to guide you through a service group set up. The wizard gives a step-by-step approach through the process of creating a service group by demanding relevant information that specifies the conditions for handling the call or media session.

Once the service group is set up, the properties obtained through explicit settings will become the properties of this service group. To verify a call flow, Configuration Manager offers a cross check to see if there are any service groups that are set up to handle the particular service access.

3.1.4 Set up skill sets

A skill is defined as a requirement that is utilized in order to route a call or media session to an agent. It can be used to indicate knowledge as the word ‘skill’ implies. On the other hand, it can also indicate a particular location (where the agent is) and type of tools that the agent has available. Skills-based routing in Solidus eCare™ uses these skills exclusively for making routing decisions. Each agent and every call/media session is treated individually when making these decisions. Never, under any circumstance, is an agent or customer treated as a group, except for reporting and statistical reasons. This is the strength of the Solidus eCare™ skills-based routing concept.

Configuration Manager has the ability to associate skills to agents and to the services provided by the contact center. This is the primary rule used to match customers and agents. Configuration Manager can add or delete these user-defined skills or rename the skill.

3.1.5 Set up users

Any person involved in a contact center is a Solidus eCare™ user – from the agent who handles the calls, to the Supervisor who needs to give assistance, to the System Administrator who configures the call flows. Even the Business Manager retrieving statistics for reports and analysis is a Solidus eCare™ user.

For added flexibility, Configuration Manager allows users to be categorized into user types, based on the customer’s contact center characteristics. Configuration Manager also supports the assignment of a specific user type to users. The user who answers service calls also has a skill set associated to him/her.

These agents can also be grouped into agent groups for reporting purposes. Configuration Manager provides multiple ways of creating these objects and linking them to a single user or to multiple users. By using Windows® options such as drag and drop, templates, copy and paste, etc., the configuration of a user in Solidus eCare™ is user-friendly and self-explanatory.

3.1.6 Directory integration

In addition to Solidus eCare™, Ericsson provides several other applications for improving an organization’s service offering and/or efficiency for customers on MX-ONE™ or MD110 systems. Among these is the Dynamic Network Administration (D.N.A.) Directory Manager. Directory Manager provides an enterprise-wide directory system. Connection to corporate, external, and remote directories via D.N.A. is supported.

Solidus eCare™ also provides an open LDAP interface that provides makes it easy to integrate with any LDAP compatible database. Company operators, contact center agents or users of Ericsson Communication Assistant can utilize the directory for convenient search and speed dialing to anyone listed in the directory. Users can be imported into the Solidus eCare™ database from directory databases (or as a text file).

3.1.7 Define call qualification codes

In a contact center, it is important to know what customer requests are about. For some companies, adding an additional question to routine inquiries can provide valuable information for decision-making processes. An advertising campaign, for example, can be measured for success rates along sale calls. These measurements can be done by using Call Qualification Codes.

The configuration of qualification codes is performed with Configuration Manager. An agent may enter call qualification codes during or after a telephone call or an e-mail. A list of defined codes is available to simplify the entry. In addition, if an agent has to use a call qualification code that is not currently defined in the system, that code will be forwarded to Configuration Manager. A name for that code can then be added after Configuration Manager and included in the database for reporting at a later time.

3.1.8 Display interactive voice response (IVR) Data

IVR data are automatically created by the Ericsson Solidus eCare™ system when they have been tagged in Script Manager for IVR reporting. They are grouped and displayed in Configuration Manager. This enables the system administrator to keep track of the IVR data that have been created and perform cleanup activity when certain data have not bee used.

3.1.9 Define reasons for being Not Ready

There are system-defined reasons for an agent being marked as voice Not Ready. A list of Not Ready reasons is available for agents and can be used by the agents

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to indicate the reason for not being Ready to answer calls. The list will be presented to the agent by Desktop Manager. This list can be changed and reasons can be created or modified from Configuration Manager.

3.1.10 Create call campaigns

The configuration of call campaigns is achieved via Configuration Manager. Each call campaign is associated with a specific service group. Hence, only agents with the appropriate skills will be recruited to serve the particular campaigns. In addition to service group association, the starting/stopping times of the campaign, the timing parameters for handling customer calls and the customers that will be called for the campaign are also defined via Configuration Manager. Contact center managers are able to easily start, stop and modify ongoing campaigns without disruption of the service. When adding customers, they can be created individually or imported from a text file. Once created, customers can be categorized into various user-defined groups.

Call Campaign properties window

Together with each outbound campaign, a specific campaign script can be built so that agents participating in the campaign are presented with a set of standard questions when contacting the customer. This is achieved via the Script Builder.

Script Builder overview window

3.1.11 Verify configuration

Configuration Manager provides a tool to analyze the configuration and to verify the set up. Configuration Manager offers analysis on any skill, service group, agent and agent group.

Skill Matching ToolFor service groups, Configuration Manager displays the skills required to answer a call from the group and the agents that can handle calls from those service groups. For agent and individual agent groups, Configuration Manager displays the skills they possess and what service groups the agent(s) can potentially serve. In addition, there will be filters to view only the skills within a specific skill set.

Skill Matching window

3.1.12 Access other applications

Applications such as Script Designer, OAS Management Console, Script Builder and Real Time Interface Service Configuration Tool can be launched from Configuration Manager.

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The Script Designer is the tool to create or update call flows, which can later be used in a Script Manager service access.

The Open Application Server includes management tools to configure the media and call control servers. An authorized user can launch the Open Application Server configuration tool to configure the Open Application Server via Configuration Manager.

Along with the support for Virtual Contact Center, the OAS MMC Console can be launched remotely from Configuration Manager; this provides convenient access to the configuration of OAS parameters.

This gives Solidus eCare™ a true single point of entry for management of the contact center. This simplifies the administration of the different components traditionally served by individual applications with different user interfaces and features. As Solidus eCare™ subscribes to all changes within the Open Application Server, Configuration Manager is provided with updates to reflect those changes.

The Script Builder is the tool to define and test scripts to be used when making outbound campaign calls.

The Real Time Interface Service Configuration Tool enables the configuration of the Solidus eCare™ Real Time Interface Service. The Solidus eCare™ Real Time Interface Service enables the networking of independent Solidus eCare™ systems into a virtual contact center. The concept of this solution is similar to that of Automatic Networked Call Distribution (ANCD). Using Solidus eCare™ Script Manager, it is possible to make routing decisions for incoming calls across the entire set of networked Solidus eCare™ nodes, rather than just on the local node. Calls can be distributed via the virtual network to find the best node to handle the call in the most efficient manner.

3.1.13 System configuration at a glance

Configuration Manager provides the overall view of the configuration of the contact center at a glance. Service accesses, service groups and agents, as well as in-formation pertaining to their configuration, can be viewed in the system overview window.

System Overview window

3.2 Information ManagerInformation Manager is the part of the Management Solution that enables the users to view real time data of the contact center and provides an interface to configure wall display units.

Information Manager Overview window

This section gives a brief presentation of the different views Information Manager and includes:

1. Real time display

• Consolidated call center view

�. Real time window summary

• Service access overview window

• Service groups overview window

• Service group agents window

• Service group details window

• Agent groups overview window

• Agent group agents window

• Agent details window

3. Alarm overview

4. Window layout options

5. Object permissions

6. External wall displays

• Individual addressing of wall displays.

7. Virtual Wall display

3.2.1 Real time display

The real time data presented is continuously updated in graphic format. Information Manager displays the real time status of the various Solidus eCare™ components together with statistical information of the contact center services and resources. Some of the components displayed include service objects like service access and service groups as well as resource objects such as agent groups and agents.

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Alarm messages are displayed in the alarm log window.These include performance alarms as well as traffic alarms. When media calls to an OAS server exceed a default threshold, traffic alarms will appear in the Alarm Log window. The name of the OAS server, together with the traffic at the time and the predefined threshold, will also be listed. The alarm message can be any of the following: Traffic has reached 80% of the configured threshold, and/or Traffic has exceeded configured threshold. This real time data can be combined with user defined text messages and sent to the wall display unit.

Consolidated contact center viewAll Ericsson Solidus eCare™ applications send their resource status and continuous live data of the events occurring within the contact center to Information Manager. The information is sent to Information Manager in real time and the accumulated information is displayed in a simplified graphic or text format in the following windows, to enable a holistic view of the organization’s contact center environment:

• Service access overview window

• Service groups overview window – graphical or table

• Service group agents window

• Service group details window

• Agent groups overview window

• Agent group agents window

• Agent details window

• Alarm log window

• Virtual wall display

3.2.2 Real time window summary

Service access overview windowThe service access overview window displays the status of the pre-termination process for all incoming calls or SMS messages. The information is displayed in a tabular format.

Service access overview window

Service Groups overview windowThe Service Groups overview window displays the status of each agent in a service group, information about the number of calls in queue and the groups wait time (Estimated and Actual Waiting Time). Note that a summary display for call, e-mail and campaign service groups of is reported in this window as well. The information is displayed in graphical or tabular form, offering a vertical bar of multiple colors or a table view. This window also enables the user to access the Service Group Agents window and the Service Group Details window.

Service Group Overview window

Service Group Agents windowThe Service Group Agents window displays the agents that meet the skill requirements to receive calls from that specific service group and general information specific to each agent. Additionally, the Service Group Agents window also displays the reason for an agent being voice Not Ready. From the Service Group Agents window, the Agent Details window can be opened.

Service Group Details windowThe Service Group Details window displays service group performance and status information (e.g. more detailed analysis of the received and distributed calls). The service group’s performance is measured against a predefined performance interval.

Service Group Details window

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Agent Groups Overview windowThe Agent Groups overview window displays the status of each agent by agent group. The information is displayed in a vertically stacked bar graph of multiple colors. A selected agent group’s agent group window may be accessed directly from this window.

Agent Group Agents windowThe Agent Group Agents window displays the current status of all agents assigned to a specific agent group. Additionally, the Agent Group Agents window also displays the reason for an agent’s being voice Not Ready. From the Agent Group Agents window, the Agent Details window can be opened. However, the Agent Details window is not available if the agent privacy feature is activated.

Agent Group agents window

Agent Details windowThe Agent Details window displays specifics about an agent belonging to a selected agent group.

Agent details window

3.2.3 Alarm overview

The alarm messages describe the status of the contact center. An alarm message is displayed when the real time data exceeds a predefined system threshold. These include performance alarms as well as traffic alarms.

For performance alarms, the Alarm Log window displays alarm and status messages. The status messages describe status information or error situations.

For traffic alarms, when media calls to an OAS server exceed a default threshold, traffic alarms will appear in the

Alarm Log window. The name of the OAS server, together with the traffic at the time and the predefined threshold, will also be listed. The alarm message can be any of the follow-ing: Traffic has reached 80% of the configured threshold, and/or Traffic has exceeded configured threshold.

When an alarm message is displayed, a visual or audible notification is enabled that is repeated for a predetermined number of intervals. The alarm notification continues until the alarm is cleared or acknowledged from the alarm log window. The alarm log may also be saved and printed.

Alarm log messages window

3.2.4 Window layout options

The layout of opened real time windows can be reorganized and saved as a preferred setting. The preferred windows setting may be accessed manually or automatically once Information Manager is reactivated. Up to ten preferred window settings may be saved per user.

Object permissions allow users in a contact center to have limited access to contact center objects. These permissions are possible to set as high as service accesses and service groups, and as detailed as agent level. In Information Manager all privileges are object based, which means that team leaders and supervisors may be allowed to view real-time information on the objects assigned to their privileges.

The ability for a user to view the information in the service access overview window is dependent upon the user’s assigned authority. Furthermore, depending on the user’s assigned authority grade, all or a selection of service groups/agents may be displayed in the real time windows.

The display sequence of the information in the window can be arranged by the user or sorted alphabetically in ascending or descending order.

3.2.5 Wall displays

Information Manager also offers virtual display or external wall display messaging. This feature allows contact center management to create text messages that offer real time data about the contact center for display on a virtual or wall display unit. Messages sent to the wall display unit are via the serial communication port. Messages sent to the virtual display are via a Windows window.

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Wall display configuration window

The following information can be featured on the wall displays:• Number of ready agents • Number of not ready agentsNumber of not ready agents • Number of idle agentsNumber of idle agents • Number of busy other agentsNumber of busy other agents • Number of busy agentsNumber of busy agents • Number of logged-on agentsNumber of logged-on agents • Number of calls in queueNumber of calls in queue • Current skill choiceCurrent skill choice • Percent of service levelPercent of service level • Abandoned rateAbandoned rate • Number of calls direct-inNumber of calls direct-in • Number of calls overflowed-inNumber of calls overflowed-in • Number of callback accepted callsNumber of callback accepted calls • Number of callback failed callsNumber of callback failed calls • Number of offered callsNumber of offered calls • Number of calls overflowed outNumber of calls overflowed out • Number of abandoned callsNumber of abandoned calls • Number of answered callsNumber of answered calls • Average waiting timeAverage waiting time • Average handling timeAverage handling time • Average abandoned timeAverage abandoned time • Current dateCurrent date • Current timeCurrent time • Estimated waiting timeEstimated waiting time • Longest waiting timeLongest waiting time

Individual addressing of wall displaysInformation Manager provides the capability of individual wall display messaging for individual department messaging as well as broadcasting of all messages. By individually addressing wall displays, messages can be sent to specific addresses, like for example, limiting the information sent to displays visible in public areas and providing area- or department-specific information with sufficient data. A wall display keyboard is required for the individual addressing, i.e., a remote control.

Virtual Wall DisplayThe Virtual Wall Display shows a mixture of text and real time data similar to the external wall display but is displayed in Information Manager. This is can be used as an alternative to the external wall display by allowing concise real time information of the contact center on a computer screen to be projected onto a plasma projector or television for all agents to view. Information that is sent to the wall display can also can be configured to show on the virtual wall display.

Virtual wall display window

3.3 Report Manager

Report Manager is the part of the management solution that enables the users to report on all aspects of the contact center. This section covers the main features of Report Manager and includes:

• Using Report Manager to analyze contact center activity

• Cradle-to-grave reporting

• Flexible and user-friendly reporting

• Report categories

• Graphical reports

• Report options

3.3.1 Using Report Manager to analyze contact center activity

Report Manager provides improved insight into an organization’s contact center activity. The data may be used to demographically present calls received by the contact center as well as customer requested services. The analysis of this data enhances an organization’s sensitivity to the specific market environment factors that influence it and also enables the organization to respond to these factors more effectively.

The reports generated with this application enable an organization to evaluate complex issues including asset management, internal cost optimization, resource efficiency

Furthermore, to simplify the search for a specific call detail record, Report Manager provides a sophisticated yet simple tool to filter out irrelevant data.

• Call back failure When a customer selects on-hookCall back failure When a customer selects on-hook waiting, a report can display Call back failures that include all unsuccessful call back requests as well as information on the reason for failure.

• IVR Data Reports include the usage of IVR scripts as wellIVR Data Reports include the usage of IVR scripts as well as the data fields within the scripts.

• Exception Reports. This allows the user to run report onException Reports. This allows the user to run report on certain exception parameters such as day, time etc.

3.3.5 Graphical reports

Report Manager offers easy to use Graphical reporting without requiring the use of a third party product e.g. Crystal Reports. The built-in graphical reporting allows Contact Center Managers to easily create and customize graphical reports to increase the efficiency of the contact center. The graphical reports are valuable tools that can easily help managers to understand how to manage the agents and business effectively.

Agent number-of-session staple diagram example report

Service group response-time-rate pie chart example report

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and effectiveness. This information can be analyzed in both tabular and inbuilt graphical format so as to:

• Enhance services offered to the target audience.

• Stimulate customer demand.Stimulate customer demand.

• Keep a finger on the pulse of current and prospectiveKeep a finger on the pulse of current and prospective customers, with a view to improving future business.

• Strengthen internal marketing strategies to increaseStrengthen internal marketing strategies to increase efficiency and effectiveness.

• Identify strategic advantages for the development of newIdentify strategic advantages for the development of new and unique products and services.

3.3.2 Cradle-to-grave reporting

Solidus eCare™ records all contact center events including Script Manager (Interactive Voice Response) activity so that analyses on call flow and contact center design are able to be performed. The data is stored in an open database and retrieved by Report Manager for report generation and review.

3.3.3 Flexible and user-friendly reporting

Solidus eCare’s™ Report Manager is a client/server application that provides flexible reporting capabilities by allowing contact center management to generate customized data tables. The formats of the contact center reports are configurable. The system provides a set of predefined templates. However, the contact center management may design templates to meet the needs of their organization.

Once a template is selected, the next step is to choose the data category to be reported. Upon selecting the data category, a variety of columns are displayed. The user chooses the columns of information desired in the report.

3.3.4 Report categories

Report Manager makes it possible for reports to be produced for the following categories:

• Service access Reports include activities that occurred during the Pre-termination routing phase and within the Script Manager.

• Service group Reports include the service levels forService group Reports include the service levels for each service group in the contact center, call distribution results and call queue information.

• Agent group Reports include group level agentAgent group Reports include group level agent information.

• Agent Reports include information on specific agents.Agent Reports include information on specific agents. • Call Qualification Code Report documents the use of CallCall Qualification Code Report documents the use of Call

Qualification Codes as described above. • Call details. This reporting itemizes the call flow of aCall details. This reporting itemizes the call flow of a

customer call from the moment it’s received by the contact center right through to the moment the caller hangs up. The report also details any output fields generated in the Script Manager for information such as PIN numbers, account entries, menu choices, etc. This report enables an organization to verify exactly how a call was handled, by whom and at what exact time.

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temperature, estimated travel times). The live data can then be included as part of the solution or used to determine the options of solutions that should be presented to the customer.

3.4.2 Process/Subject Oriented Knowledge Definitions

A process is a series of responses that Solidus eCare™ sends to a customer in response to the customer’s inquiry. Each subsequent response sent to the customer is dependent upon the customer’s reply to the previous question. Solidus eCare™ can intelligently ask a series of questions so as to narrow down the customer’s query until there is enough information to provide the appropriate solution.

A subject is a specific area of knowledge that contains questions and answers relating to that specific area, like for example, mobile telephones or interest rates. Each subject can, in turn, have one or more ‘child’ subjects that contain more detailed and specific information.

A knowledge base designed with these concepts provides an assurance that only comprehensive and helpful information will be provided to the customer.

3.4.3 Texts, links to Web pages, advertising messages and multimedia presentations

A solution to a customer can contain one or more of the following:

• Text for e.g. “The annual membership fee is $50”.

• Links to Web pages, advertising messages and multimedia presentations: An informational URL can convey more comprehensive information to the customer, thereby minimizing the amount of text required in the answer. An advertisement URL can be used to display relevant advertising material.

• External commands — please see “External command integration” for details.

3.4.4 Search rules definition

When a customer sends an inquiry, Solidus eCare™ searches and returns only the most appropriate solution. Once a question is received, Solidus eCare™ will identify all subjects that contain a matching question pattern, and then determine which of them is most likely to be the most accurate match.

This is achieved by performing an algorithmic calculation based on the weighting given to each inquiry, the weighting given to each subject and whether one of the matching subjects is the current subject.

3.4.5 Test chat console

A test chat console is available for the testing of the newly built or updated knowledge base. This makes it possible for the designer to be assured that only the expected answers, URLs and processes are returned. The layout

3.3.6 Report options

Reports can be produced for all contact center components in time and date intervals for one-time reporting or periodic reporting. The reports may be printed, immediately saved to a file, or scheduled for automatic printing and for saving to a file at a later date. Alternatively, reports can also be saved as HTML files and be viewed via a browser or sent via e-mail to predefined e-mail addresses.

Report Manager has been enhanced to offer easier to use and more increased flexibility. Customization of reports for your contact center can now been done to ensure business critical components/processes are highlighted in your reports (e.g. exception reporting).

3.4 Internet Suite Creator

The Internet Suite Creator (also known as the Knowledge Base Manager) is an intuitive management tool that enables users to create and edit the knowledge base, thus providing relevant information to customers. Many types of content can be added to the knowledge base, including text, diagrams, links to Web pages, advertising messages and multimedia presentations. The knowledge base becomes an increasingly valuable resource for both customers and staff, with the possibility to update and extend it without disruption of service.

In addition to creating, configuring and editing the customer knowledge base, the Internet Suite Creator also supports:

• External command integration

• Process/subject oriented knowledge definitions

• Text, links to web pages, advertising messages and multimedia presentations

• Search rules definition

• Test chat console

• Knowledge base verification tool

Internet Suite Q&A Editor Window.

3.4.1 External command integration

External commands are used to perform certain operations (e.g., opening a specific window on the customer’s PC) or to extract and use live data (e.g., account balances,

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and functionality of the test chat console is similar to that of the applet that the customer uses to enter and receive messages.

Test chat console window

3.4.6 Knowledge Base Verification Tool

The Knowledge Base Verification Tool is also called the Test Tool. It is used to check that Solidus eCare™ can recognize the words and questions in the way that is required. The tests that can be run include the checking/rebuilding/fixing of the dictionary, the checking of question patterns and the showing of selection warnings.

Knowledge Base Verification tool

3.5 Real Time Interface (networking)

Solidus eCare™ Real Time Interface is an integrated software module that provides an open Application Programming Interface (API). The Real Time Interface enables two core functions, and it requires the Real Time Interface license per site for the right to use both functions.

The first of these is “voice networking” wherein the real time information of the system is presented and can therefore be compared to other sites.

Based on the current performance of a Solidus eCare™ system, Script Manager performs a comparison. This makes it possible to make routing decisions for incoming calls across an entire set of networked Solidus eCare™ systems, rather than merely on the local system. Voice

requests can be distributed via the virtual network to find the best node to handle the call in the most efficient manner.

In this style of networking, Solidus eCare™ employs the same mechanics as that used in the MX-ONE™ and MD110 Automatic Networked Call Distribution (ANCD) networking scenario.

However, ANCD uses estimated wait time only, whereas Solidus eCare™ also uses additional factors such as calls in queue and number of available agents during the network routing process.

Real Time Interface (RTI) networking between two Solidus eCare™ systems

TCP/TP TCP/TP

Open Application

Server

ISDN

CTT group

Solidus eCare™

WAN

PSTN

Private Q-SIG Connection

Site 1, ex. Denmark Site 2, ex. Norway

Network Monitoring

and Real Time Interface

Solidus eCare™

ISDN

Open Application

Server

CTT group

Network Monitoring

and Real Time Interface

This networking is restricted to voice calls only, and does not provide networking of e-mail, SMS, chat or other types of media.

The second core functionality enabled by the Solidus eCare™ Real Time Interface is that it exposes the real time agent as well as service access and service group performance data through a Component Object Model (COM) to third-party application development. Consequently, alternative applications may be integrated with Solidus eCare™ to further enhance customer satisfaction.

3.6 Outbound call campaigns and script builder

Ericsson Solidus eCare™ fulfills the industry standard of call blending by enabling the initiation of outgoing campaign calls. This enables agents to perform the following: participate in outbound call campaigns, initiate calls to defined customers, utilize Preview or Power (automatic) dialing and initiate automatic callback for failed call attempts.

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Campaign resume/stop in the Configuration Manager window

In Ericsson Solidus eCare™, call campaigns are associated with service groups. Outbound campaign calls are presented to, and therefore handled by, the agent. The calls are based on the defined routing rules so that, like inbound calls, outbound calls will also be handled by an appropriately skilled resource. This feature enables agents with in-bound/outbound capabilities to, in addition to media blending, be fully utilized in various customer interaction scenarios. The status of the campaign call will be stored automatically in the database for report generation. If the customer is unavailable, the agent can reschedule the call to a later date.

The Script Builder application is an off-line tool that allows contact center supervisors to define and test scripts to be used when making outbound campaign calls. Once configured, the predefined script will be presented to the agent when campaign calls are initiated. This ensures that agents ask customers standard and consistent questions.

4 Self-service applicationsThis unique group of tools brings self-sufficiency to the contact center, enabling organizations to create customized interaction flows to suit their needs. Script Manager enables operational contact center managers, designers and Ericsson consultants to create contact center call flows. Moreover, a stand-alone IVR system provides automated services, call screening/pre-routing and/or a combination of these services.

Virtual Agent, SMS Response and Auto E-mail Response capabilities provide round-the-clock service, while allowing valuable agent resources to focus on premium customers.

4.1 Script Manager (IVR)

Interactive Voice Response (IVR) is one of the most powerful telephony applications available today. Script Manager, as an integrated Interactive Voice Response application of Solidus eCare™, enables the creation of customized interaction flows to suit the customer’s needs.

With the vast capabilities provided by its Component Libraries (which are essentially groups of commands for

building scripts), Script Manager is in reality a lot more than an ordinary IVR, which supports customer/PIN identification and database lookup. It is essentially a platform for numerous applications such as:

• Speech applications that provide, as an example, access to a corporation’s directory via ASR (Automatic Speech Recognition) and TTS (Text-to-Speech).

• SMS (Short Message Service) support. The SMS functionality provided by Script Manager can be extended to beyond supporting merely incoming and outgoing SMS messages, but to functionalities such as read-out of SMS message via TTS, database update (as in the case of an SMS voting scenario), etc.

• Automated outbound calling based on a pre-defined threshold. With Script Manager, IVR activity is no longer merely limited to incoming calls; it can be triggered by an event. Example: Solidus eCare™ can search the database at a predefined frequency and retrieve information of the customers who have an appointment for a specific date, or have an outstanding balance, and initiate the calls to these customers.

• Class registration, password resets, etc., to name a few. The support for C-hook (which enables the scripts to be customized by user-defined C-language routines) and JavaScript by Script Manager, pushes the functionalities that can be supported to a new level.

Script Manager uses icons to create a graphical chart of the call flow and utilizes such basic features as cut-and-paste, copy and many other easy editing tools. Script Manager extends call routing capabilities by enabling calls to be routed based on customer-defined criteria, such as historical stored data, business rules, etc.

Through the multi-level menu scheme, the degree of access and interaction that the caller has with the organization’s database can be predefined by the organization. Examples of these business applications include shipping status, order entry, order processing, health benefit information, as well as banking applications such as account balance information, money transfers, investment portfolio information, etc.

The type of information available to the caller via the Script Manager is limited only by the degree of planning put into the contact center by its developers.

This section covers the main functionality of Script Manager in the following points:

• Script Manager and routing

• Script Manager and Configuration Manager

• Script Manager and Desktop Manager

• Script Manager and Information Manager

• Script Manager and Report Manager

• Script Manager and Short Message Service (SMS)

• Using Script Manager for Authentication

• Standalone Script Manager

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4.1.1 Script Manager and Routing

In the first routing phase (pre-termination routing), Solidus eCare™ and Script Manager work in tandem to identify the customer and their requirements as accurately as possible to effectively route the incoming call. The method by which the caller’s identity and needs are determined is dependent upon system configuration. Some of the configuration possibilities are: dialed number identification, language, A-number and customer database information such as VIP information, routing to specific sales people or to the financial department based on account status.

If the caller, during the course of a database transaction, should require assistance, the seamless integration between Solidus eCare™ and Script Manager enables the caller to be transferred to an agent. Depending upon the type of applications defined, the caller can be routed to the agent with the skill level best suited to answer questions pertaining to the caller’s transaction.

Alternatively, when a caller requests agent assistance, Script Manager may be configured to query the call history database in Solidus eCare™. Supposing the agent who helped the customer previously is now available to take the call, then the caller can be routed to the familiar agent. This feature allows organizations to provide enhanced personalized service to repeat customers. When a call is routed to an agent, the customer does not have to explain their need nor their past transactions with the contact center since Solidus eCare™ provides that information via Desktop Manager, directly to the agent’s desktop.

Script Manager supports the ability to deflect calls from the queue to defined scripts while still retaining the original queue position. This means customers waiting in the queue are able to interact with the system by providing information or extracting information while waiting in the queue. When an agent is available, the customer is sent to the agent while still retaining the original queue position. This keeps the customer happy and the agent more efficient while there are calls in queue.

4.1.2 Script Manager and Configuration Manager

Script Manager’s graphical call flow generator – the Script Designer – can be accessed through Configuration Manager. Script Designer provides you with the tool to design scripts and generate a compiled version of the script to be used in a service application such as shipping status, order entry for business applications and account balance information and money transfers for banking applications.

Script Designer provides numerous component libraries, which are essentially groups of commands for building scripts. This enables the user to efficiently build and compile cripts. The component libraries that are available include commands for: call control (e.g., make call, clear call, etc.), media control (allocate resource, menu selection, record, etc.), automatic speech recognition (recognition and analysis), open database connectivity (bind statement, execute statement, etc.), contact center (service group and send contact center data) to integrate to the contact center, fax (send fax) to integrate to the MX-ONE™ Messaging

Faxmail OneBox Fax Server, and Short Message Service (send and receive SMS messages).

Each command is an icon that accesses a dialog box so that all possible options for the caller and outcomes for the call may be defined. The call flows/scripts are made up of building blocks that are connected icons representing functions of the call. Call flows can also be created using the provided task-specific icons (commands) designed with user-defined functions and links to C/C++ functions as well as Basic language scripting and Java scripting for high customizability. The contact center design team may use logical parameters to create calculations, automatic branching and sub-routines to meet specific call cases. For sophisticated Script Manager applications, there is support for Open Database Connectivity (ODBC) and database access to connect to compatible databases through SQL statements.

IVR call flow design tool, Script Designer

4.1.3 Script Manager and Desktop Manager

The detail of a call that is presented to the agent is based on information received from the PBX and the public network.

If the information is available, then Desktop Manager will present the name of caller, the caller’s ID and the call status indication by color (such as Ringing, On Hold, etc.), and the duration of each state. This information can be used to improve the reception of customers.

For service group calls, additional information, such as service group name, the duration the call was in queue and selected free-form labels with data input retrieved from Script Manager are available. These labels are used to display information gathered in Script Manager or the integrated automatic attendant. They can display a result of a calculation of variables retrieved in a database or unchanged database information. An unlimited number of data fields can be presented to the agent. This functionality enables agents to handle calls quickly, effectively and in a personalized manner, thereby reducing customer aggravation.

Script Manager also supports after agent handling. After an agent completes an incoming customer call, the agent can select from Desktop Manager to automatically route the customer to a predefined Script Manager script for after agent handling. This is particular useful to automate the contact center and reduce the agent handling time. This can

4.3 Using Script Manager for Authentication

Customers can be verified at a number of different points.

Authentication includes points prior to initiating a session, during a self-service session or upon request from the agent.

The authentication procedure enables a database look-up and recovery of client information (including client history).

The use of cookies enables the client to be recognized au-tomatically upon subsequent visits to the site. The agent is also able to view the verification status, i.e. whether or not a client has been successfully verified.

4.4 Standalone Script Manager

Script Manager may be installed as a standalone application or integrated with other Solidus eCare™ applications so as to enhance the first phase of the routing procedure.

In a stand-alone configuration, Script Manager runs on the Open Application Server (OAS) platform to provide IVR applications for MD110/MX-ONE™ on its own standalone IVR system.

The main purpose of a stand-alone IVR system is to provide automated services, call screening/pre-routing or a combination of both these services.

In the case of automated services, the customers will typically access information in a database. Examples would be account balances, flight schedules, etc. These services can be accessed either by using DTMF (“press one for account balances, two to order new check books” etc.) or by speaking the numbers (“please say ‘1’ to retrieve account balances, ‘�’ to…”).

In the case of call-screening/pre-routing, the customers will typically be presented with a choice of options for further assistance. These services can be accessed either by using DTMF (“press one for Sales, two for Service” etc.), or by speaking the numbers (“please say ‘1’ to talk to a service representative, ‘�’ to…”).

4.5 Virtual Agent

Virtual Agent is an interactive Web response application that automates customer self-service. The Virtual Agent allows contact centers to answer customer inquiries quickly and accurately by using a knowledge base of answers, thereby minimizing costly agent interaction.

The Virtual Agent integrates seamlessly with any Web site, enabling customers to type their queries in natural language (English only), with the Virtual Agent responding instantly with relevant and accurate answers. The Virtual Agent is not confined to text-based responses. Instead, it has the ability to push Web pages or stream multimedia demonstrations that will enhance the customer’s on-line experience.

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be used for customer surveys or other information gathering as defined in the customer’s script.

4.1.4 Script Manager and Information Manager

Information Manager provides real time information about Script Manager activity in the contact center. Information Manager displays the real time call flow activity information in real time windows. The system monitors the traffic in the Service Access and displays the information in a window.

4.1.5 Script Manager and Report Manager

The call activity recorded includes Script Manager events, so reports can be created for the Service Access where the call flow originated. Service Access reports also include activities that took place during the pretermination routing phase, which are reported to facilitate analyses being derived. This enables the contact center to analyze and track activity and usage of automated services in the Script Manager. The data is stored in an open database. The Report Manager retrieves the data from the open database for report generation and review. By using an open database, other reporting or data warehousing applications can access the data.

4.2 Script Manager and Short Message Service (SMS)

Ericsson Solidus eCare™ supports incoming and outgoing SMS as any other media type. SMS messages can be handled in Script Manager by the script or routed to a suitable agent. Possible scenarios include:

• Incoming SMS message routed to an agent, who then responds via an outgoing SMS message

• At the request of a caller, an agent can send an outgoing SMS message to an external destination

• SMS campaigns

Numerous scenarios made possible with Script Manager scripts. Examples:

• An incoming SMS message received by a Script Manager script, which in turn provides an auto-response back to the sender, e.g., for Directory Assistance.

• An incoming SMS message received by a Script Manager script, which in turn initiates an outgoing call to the originator of the SMS message and reads the result as an SMS message back to the receiver using Text-to-Speech (TTS).

• An incoming call routed to a Script Manager script, which in turn sends an SMS message back to the caller.

Two types of connectivity are available dependent on the traffic load of SMS:

• GSM Modem, which enables Solidus eCare™ to use GSM modems to send and receive SMS messages.

• SMS Center (SMS-C), which enables Solidus eCare™ to send and receive bulk SMS at the server level with direct connection to Operator’s SMS gateway.

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4.5.1 Auto E-mail Response

The Auto E-mail Response functionality requires the Internet Suite Creator (also known as the Knowledge Base Manager) that enables the building of a knowledge base. It is capable of performing intelligent content search of incoming e-mails. Auto E-mail Response also requires agents to have Desktop Manager E-mail Agent.

The content of the incoming e-mail is “analyzed” by the knowledge base search (linguistic) engine and a proposed answer from the database is issued.

A confidence threshold can be ascertained through Configuration Manager. If the proposed response satisfies this threshold, then the Solidus eCare™ system can be directed to release the e-mail back to the customer.

Conversely, if the threshold is not satisfied, then the e-mail will be routed to the agent for editing, prior to sending the e-mail back to the customer. The system can be configured to always send the response to the agent for approval prior to issuing the e-mail back to the customer.

E-mail and auto e-mail functionality require Solidus eCare™ connection to a Mail Server – either the Microsoft® Exchange Server or Lotus Domino. Dedicated mailboxes are defined from within the Mail Server. These mailboxes are associated with service groups configured for handling e-mail within the Solidus eCare™ routing context. As such multiple mailboxes can be configured, each associated with a different Service Group. The configuration of these mailboxes is done directly through the Mail Server.

4.5.2 Auto SMS Response

The SMS Component of Script Manager enables you to build scripts that automate the entire SMS process. If defined in the script, answers to SMS requests can be automatically retrieved from the database and sent to the originator.

5 Open Application Server (OAS)Ericsson Solidus eCare™ Application Suite operates on the Open Application Server platform (OAS). Open Application Server is a multimedia services platform that extends PBX call control capabilities and enables media handling capabil-ities. Open Application Server offers an open interface for Ericsson, third party and customer-developed applications for interaction with the Ericsson PBX.

5.1 OAS architecture overview

In combination with the capabilities of the CT groups in the Ericsson MD110 PBX or Ericsson MX-ONE™ IP PBX, OAS allows calls to be queued in the PBX. Access to the media resources is only available when necessary, i.e., for queue messages, callback requests, selection of service, etc. Meanwhile, the call maintains its queue position. This drastically reduces investment requirements for advanced contact centers.

As the platform for a new generation of CT applications, OAS provides new opportunities for business development.

It enables collaboration between telephony applications and the computer environment, while providing advanced media (both IP and hardware-based) and call control features that facilitate state-of-the-art business evolution. One of the main benefits of the Open Application Server is that it secures the investment customers have made in the MD110 PBX/MX-ONE™ IP-PBX, thereby making it possible for them to invest securely in new applications. With its true client/server architecture, OAS:

• Enables multiple media applications to share the same resources, thus ensuring maximum use of investment.

• Saves resources for use by specific applications orSaves resources for use by specific applications or locations, or any user-specific attribute.

• Allows customers to add applications without having toAllows customers to add applications without having to consider issues relating to low-level integration toward the PBX.

6 Routing of calls/sessionsThe features of the Solidus eCare™ routing engine are aptly described in the following points:

1. Skills-based routing

�. Free seating and personal number

3. Routing scheme

• Pre-termination routing • Voice MediaVoice Media • E-mailE-mail • FaxFax • SMSSMS • ChatChat • Service group conceptService group concept • Direct distribution of calls (primary call selection)Direct distribution of calls (primary call selection) • Preferred agent routingPreferred agent routing• Proactive and reactive overflowProactive and reactive overflow • Call waitingCall waiting • IVR in QueueIVR in Queue• Distribution of queued calls (secondary callDistribution of queued calls (secondary call

selection) • Secondary call selection rulesSecondary call selection rules

4. After agent handling

6.1 Skills-based routing

The Solidus eCare™ routing engine handles the distribution of incoming customer interactions to agents. The basic principle used for this task is matching callers’ needs to available agents’ skills.

Since we are concerned with multimedia contact centers, we are, as a matter of fact, looking beyond “calls”. To simplify matters, we will use the terms “request” or “contact” to define a call/e-mail/chat request. The customer contacting the company will be referred to as the “customer” or the “caller”.

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parameter. Each agent can be assigned a personal number and an individual queue size, if so desired. Personal numbers enable callers to reach an agent irrespective of their location. When a call is received on a personal number, Solidus eCare™ determines if the corresponding agent is logged-on.

This is how it works: If an agent is not logged-on, then the call will be sent to a user-defined default destination. However, if the agent is logged-on and is idle, then the call is routed to the agent’s location. Should the agent not be idle, then the call is sent to the agent’s individual queue. If there are no free positions available in the agent’s queue, the call is sent to a system-defined default destination. Now, when the agent becomes free and there are calls in his/her individual queue and in the service call queue, a system-wide parameter will determine the priority between the service call and the individual call. Solidus eCare™ will automatically route the prioritized call to the agent

6.3 Routing scheme

Ericsson Solidus eCare™ provides routing of e-mails, as well as SMS and chat sessions to agents using the same routing engine as for voice interactions. The skills-based routing capability of Solidus eCare™ applies to any form of media – voice, e-mail, SMS, fax or chat.

Routing scheme overview

Solidus eCare™ enables call routing to be performed in two phases:

• In the first phase, pre-termination routing, the customer is identified – basically who they are and what they want.

• In the second phase, post-termination routing, the call is routed to the most appropriate agent in accordance with a pre-defined set of rules and triggered by the information gathered in the first phase of call routing.

6.3.1 Pre-termination routing

The purpose of pre-termination routing is to determine the customer and the desired service. This can be performed in several ways, depending on the type of media used. Pre-termination routing also helps decide which service group to send the call to. The service group is the entry point to the second routing phase, which is the post-termination routing.

Skills-based routing is a generic contact center term. The strength of Ericsson’s offering is the manner in which Ericsson has implemented the function. True skills-based routing means that each agent can be assigned an individual set of skills (at different levels) as opposed to more traditional skills-based routing systems where agents are grouped together with others having the same set of skills.

Ericsson Solidus eCare™ handles each contact center request individually.

When routing requests, agents are considered on an individual level. Solidus eCare™ maps the individual requests to individual agents, based solely on the skill level of the agent.

Skills-based routing overview

The Customer

Flexible messages Optimal

distribution The Company

Requiered skills

Reactive and Proactive overflow

Ericsson Solidus eCare™ uses skills-based routing to send a particular request to the most appropriate agent. The distribution of calls, e-mails, SMS, fax or web requests is optimized through the use of skills as the routing factor. Skills can either reflect the agent’s knowledge and competence or the tools available to the agent and the agent’s physical location.

Calls are provided with flexible messages. When dealing with chat requests, the customer is presented with a visual notification while he/she is waiting to be distributed. When the agent receives the call, Desktop Manager provides information regarding the call and can automatically send that information to other Windows applications for features like screen pop.

6.2 Free seating and personal number

Free seating is utilized in contact centers where agents can be seated at anyplace. In this case, Solidus eCare™ routes the agent’s personal numbers and individual call queue irrespective of the agent’s physical location.

Solidus eCare™ controls the routing of calls so that an agent’s skill serves the calls according to the skills defined.

Personal numbers are used to provide agent-specific numbers for personal calls. Solidus eCare™ will handle personal calls and send them to the agent.

Personal numbers are unique directory numbers in the Ericsson MD110 or MX-ONE™. The use of personal numbers in the system is determined by a system

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6.3.2 Voice media

Pre-termination routing really begins at the Service Access point, which is the entry-point to the contact center for voice calls. The Service Access can receive calls from several different dialed numbers. Service Access offers three levels of sophisticated routing to identify the customer, namely: Standard, Advanced and Premium routing.

Standard routing offers dialed number routing and greets the customer with a welcome message specific for the Service Access. The integrated auto-attendant feature provides a one-step menu for single entry point contact centers. From a one number entry point, the customer can select several services, which is then followed by a Customer Identification Number (CID) usable for screen-pops at the agent’s desktop.

Configuration of standard routing

Advanced and Premium routing both utilize Script Manager to provide multi-level menus, account number or pin code verification as well as automatic database verification or other advanced routing options.

Routing decisions can be made on the number dialed and information such as the calling number ID and caller’s history can also be accessed. This functionality is provided by the Script Manager’s use of Interactive Voice Response (IVR) technology.

When the Script Manager is installed, the functionality of the router is “upgraded” to a Multi-Dimensional Router (MDR).

This means that, for example, information residing in several databases may be accessed to select an appropriate service group to receive a call.

6.3.3 E-mail

Incoming e-mails are routed to a dedicated mailbox. Although information as to the customer’s identity is not

yet available, the fact that e-mail has been directed to a specific mailbox reflects the customer’s intention for using the contact center. Several mailboxes may be configured to handle, for example, sales questions, service support and product information – depending on the needs of the enterprise.

The e-mail addresses can be simply found on a specific Web page location.

Further, when integrated with Ericsson Unified Messaging solution MX-ONE™ Messaging, fax will be presented as an attachment to an e-mail when delivered to an agent.

6.3.4 SMS

SMS messages are routed using the same skills-based routing engine as for voice calls. SMS agents can reply to an incoming SMS message by sending an SMS message back to the originator, or respond to an incoming voice call request by sending an SMS message to an external destination.

Additionally, with the SMS Component Library in Script Manager, the possibility is unlimited. Examples:

• An incoming SMS message received by a Script Manager script, which in turn provides an auto-response back to the sender, e.g., for Directory Assistance.

• An incoming SMS message received by a Script Manager script, which in turn initiates an outgoing call to the originator of the SMS message and reads the result as an SMS message back to the receiver using Text-to-Speech (TTS).

• An incoming call routed to a Script Manager script, which in turn sends an SMS message back to the caller.

6.3.5 Chat

Virtual agents together with the Knowledge Base created by the Internet Suite Creator handle the pre-termination routing step for chat sessions. When a customer, who has been chatting with the Virtual Agent, requests to communicate with a “live” agent, the Virtual Agent will identify the best-mapped service group (which is usually a service group that matches the skill requirements) from the database created using the Internet Suite Creator and then send the request to that particular service group.

6.3.6 Service group concept

The service group is the entry point to the second phase in the routing procedure. The functionality within the service group is the same regardless of the type of routing used in the first phase. The service group defines the logical queue towards a specific service. The overflow rules, destinations and queue messages are defined in the service group. The calling party’s required agent skills and knowledge level are also included in these definitions.

The service group defines the logical queue towards a specific service. Remember that calls are physically stored in the switch, e-mails are stored in a mail server and chat sessions are managed by the Solidus eCare™ Internet

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Exchange Service. It is within the service group that required agent skills are to be defined. Minimum skill levels are also defined.

These are together called skill sets. A maximum of three different skill sets can be defined and are used in this routing step.

6.3.7 Direct distribution of calls (Primary call selection)

When a call is delivered to a service group, Solidus eCare™ searches for a free agent that matches or exceeds the required skills of the skill set as defined when entering the wait queue. Depending on the result, the router will take one of two courses of action. If a single free agent is matched, the call will be sent to that agent. If two or more agents are matched, the call will be sent to one of the free agents based on the following configurable criteria:

• The agent who has been free the longest.

• The most qualified agent (i.e., the agent with the highestThe most qualified agent (i.e., the agent with the highest skill level).

• The least qualified agent (i.e., the agent with the lowestThe least qualified agent (i.e., the agent with the lowest skill level).

Note: If all agents are busy, but are configured to handle more than one e-mail/SMS and/or chat session, an e-mail/SMS or chat request will be offered to the agent who has the lowest number of sessions already assigned.

This allows a contact center to primarily assign agents who are better skilled to handle a specific group of key customers, and less skilled or virtual agents to take care of less complicated customer requests.

The three skill sets are used to change the search area to find a suitable agent within a pre-defined maximum waiting time. The employment of the skill sets is based on an Estimated Waiting Time calculation. If the results of the Estimated Waiting Time are not satisfactory, the skill-sets an be used to increase the search area and thus lower the caller’s Estimated Waiting Time.

Skill set 1

Skill set 2

Skill set 3

EWT skill set 1 EWT skill set 2 EWT skill set 3

Estimated Waiting Time - Skill Set search

6.3.8 Preferred agent routing

Voice, SMS and E-mail service groups can configure to use preferred agent routing. This enables the system to route a customer to the last agent that he/she has spoken/interact to. The preferred agent routing is based on matching the incoming caller number (ANI), the e-mail sender addresses, and the service group that is kept in the database for a period of time. For example, if the same caller calls within �4 hours, the call will route to the last answered agent.

If the preferred agent is no longer in the same service group, ready or logged on, the call will remain in the service group queue.

If the preferred agent is not available (ready and idle), the call will wait for the preferred agent for a predefined time. If the timer is 0 or expires before the preferred agent is available, the call will immediately look for other agent in the service group (if available). If there is no other agents available, the call will remain in the service group queue and the agent queue until an agent is available in the service group.

6.3.9 Proactive and reactive overflow

As and when the situation demands, a call can overflow from a current position to another position within the con-tact center. This overflow can be reactive, in other words, it can be based on the actual waiting time. What this simply means is that, if the caller has waited more than x seconds, then his/her call overflows to another position. The system also offers proactive overflow – whereby if calculations re-veal that the caller’s wait time will exceed the pre-defined overflow threshold, then the call will overflow to another position without incurring any actual waiting time.

6.3.10 Call waiting

When a call is placed in queue, there are several options for providing information.

Customers waiting for a web agent to become available for a live chat session will repeatedly get a status update that will include information on their current position in the queue. If a voice call is positioned to wait, the messages played during that waiting period can be either fixed messages or flexible messages comprising of several small sets of recorded prompts to provide high message flexibility.

There are two types of messages used in a queue: initial and repeated. A message can include the caller’s queue position, an estimation of the waiting time, or pre-recorded standard information.

Note that calculations on a caller’s queue position and estimated waiting time are based on the particular service group. This means that callers who are in service groups with a high service level (i.e. VIP calls “jumping” to higher positions in queue) will not trigger frustrating queue position messages whereby a caller finds out that he/she is actually falling back in the queue.

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Queue position messages are based only on the position in a service group and not on the overall contact center.

Any number of different repeated queue messages can be used for every call in a service group. Depending on the Estimated Waiting Time (EWT) for each particular call, a different repeated queue message can be used. This provides the possibility of presenting different messages in response to various different situations. As a particular situation develops, the repeated queue message is changed to reflect the progression.

One service that can be offered from a repeated queue message is on-hook waiting. Hence, in a long-wait situation, on-hook waiting can be extended to the caller, making it possible to eliminate the frustration of wait time.

Moreover, if toll-free calling is offered, then the contact center will not incur telephone charges for caller’s waiting in queue, but instead a simple charge for placing a return call to the customer. For many contact centers this feature will shorten the rate of Return on Investment (ROI).

6.3.11 IVR in Queue

Instead of playing a single predefined message, each service group can select to use a Script Manager Service Access to handle the repeat queue action. Script Manager Service Access will be used for queue handling when the call’s variable falls within the defined range.

The call will be sent to Script Manager for queue handling and return to the SG queue retaining the original queue position when the script is completed.

6.3.12 Distribution of queued calls (Secondary call selection)

When Solidus eCare™ receives information that an agent is available and that their clerical time (if used) has expired, Solidus eCare™ will attempt to select the next call to be handled by the agent.

Solidus eCare™ will create a list of potential calls by matching the agent’s skills with the required skills defined in the service groups for the queuing calls. If no call is available that matches the agent’s skills, then the agent will be immediately marked as idle. If, however, one call is selected, then that call will be sent to the agent. In the event that two or more calls are selected, there are then five rules that can be applied in selecting the call that should be sent to the agent.

These five rules apply in the order defined by the organization. If more than one call is available after a rule has been applied, the next rule will be imposed until, in the end, one call is isolated and sent to the agent.

Five secondary call selection rules

Service group

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Service group

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Service group

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Possible calls based on agent skill

Agent

The five rules are:

1 Service level during last performance interval: Select the call with the lowest service level.

� Maximum allowed queuing time has expired: This threshold is defined per service group.

3 Longest waiting call: This is the total accumulated queuing time if the call has been overflowed.

4 Service group priority.

5 Calls approaching the average abandoned time for that service group as per the previous performance interval.

Performance interval is a user-defined parameter that indicates the period of time when different averages are to be calculated. It is set per service group and is used for average abandon time, service level calculations and such.

For example, if the performance interval is set for two hours, then the system will continuously calculate the average queuing time for abandoned calls during the last two hours.

The contact center manager defines a threshold that is not to be exceeded by queued calls so as to reduce call abandonment. Solidus eCare™ is an Internet enabled contact center and provides features such as:

• Virtual Agents – similar to the Interactive Web Response (IWR).

• Web co-browser.Web co-browser.

• Web page sharing.Web page sharing.

• Web callback.Web callback.

• E-mail and Auto E-mail Response.E-mail and Auto E-mail Response.

• Short Message Service (SMS).Short Message Service (SMS).

• Authentication.

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6.4 After Agent Handling

A voice service group can configure the option to enable after agent handling when an agent completes an incoming service call. The option can be automatic or manual after agent handling, and whether to include data in both cases. When this option is enabled, the service group must configure a Script Manager Service Access for after agent handling. This SM Service Access must active monitoring a device. The agent can send the call to the monitoring device when completing the voice service call.

This option is applicable for incoming voice service call and on-hook callback. This feature is not available for campaign, SMS, e-mail or chat. CDR will be logged after the call goes to the after agent handling script similar to normal transfer.

7 Multi Tenanted Contact Center

Agents Agents Agents Agents

Tenant Tenant Tenant Tenant

Hosted Systems Hosted Systems

Reseller

System Provider

User hierarchy of the different levels of multi-tenancy features in the system is shown in the picture.

Solidus eCare™ with Multi-Tenancy features empowers Service Providers or Large Enterprises to offer hosted contact center services. The concept of multi-tenanting such as tenants’ self administration makes managing of hosted call centers easier and more cost efficient for both Service Providers or Large Enterprises and their tenants. Multi-tenanting makes it possible to benefit by centralizing and reducing the system administration and maintenance activities into one location. Tenants will benefit by gaining control and flexibility to manage their own contact center day-to-day operations.

Multi-tenanting means that one installation of Solidus eCare™ can be segmented to support more than one organization into one single installation. This feature makes it possible for the Service Provider or Large Enterprise to offer value added scalable contact center services to many tenants. The contact center functionality is also scalable for the different tenants. A tenant can initially start their contact center with only voice services

and then as their contact center needs grow other multimedia such as SMS, e-mail, chat and fax services can be added into their contact center.

7.1 System Provider multi-tenanting features

Configuration Manager, System Provider Administrator

The service provider of the hosted call center has a complete view of the system. By selecting a tenant detailed information will be expanded.

• Service providers or large enterprises can manage tenants and generate reports from networked browser based interfaces.

• System segmentation and advanced security featuresSystem segmentation and advanced security features that assure tenants’ own contact center operations will be secure and isolated from other tenants in the system.

• Access to systems data for individual tenants to be usedAccess to systems data for individual tenants to be used for complete charging and billing data input. Possible to generate system reports or to export the charging input data to external billing systems based on internal CDR (Call detail records) and log files.

• Real time information that presents the current status ofReal time information that presents the current status of the systems. There are also open interfaces that make it easy to integrate with other operation and maintenance systems.

• One single Solidus eCare™ system can be scaled toOne single Solidus eCare™ system can be scaled to support up to 1000 concurrent agents. One installation can be configured with a set of networked Solidus eCare™ systems to support large installations.

7.2 Reseller multi-tenanting features (optional)

Configuration Manager, Reseller administration

The reseller of the hosted call center has a view of the tenants’ systems. By selecting a tenant, detailed information will be expanded in the application.

• Resellers can manage their own set of tenants and generate reports from networked browser based interfaces.

• Segmentation and advanced security features that theSegmentation and advanced security features that the reseller is responsible for assures tenants that the data will be secure and isolated from other tenants in the system.

• System administrators can employ the easy to useSystem administrators can employ the easy to use graphical IVR scripting tool that provides simple icons with intuitive drag and drop functionality. The system administrator can create different media flow routing scenarios from existing templates for different tenants.

7.3 Tenant multi-tenanting features

Tenant user properties window

The configuration management user interface makes it easy for tenants to manage their own Contact Center operational data.

• Tenants will be provided with the possibility to manage their own day-to-day contact center operation. Tenants will have full control of functions such as adding and changing user profiles for groups, supervisors and agents. Also, adding contact center data, such as users, service groups and agent groups, is available to tenants.

• Tenants will also have the possibility to generate differentTenants will also have the possibility to generate different standard and develop their own reports customized for their particular contact center segment.

• Each agent has the possibility to define their ownEach agent has the possibility to define their own personal settings based on their agent ID. This also means that the agent is free to move between different physical work stations.

• Tenants can view real time information that presentsTenants can view real time information that presents the current queue status in their service groups. Agent statistics are also displayed, including the number of media sessions handled for each service group and the agent status

• Tenants can access offline the easy to use graphical IVRTenants can access offline the easy to use graphical IVR scripting tool that provides simple icons with simple drag and drop functionality. The tenants can create their own media flow routing scenarios from existing templates for their contact center.

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8 Virtual Contact CenterA single Ericsson Solidus eCare™ system supports up to 10 Ericsson PBX (MD110 or MX-ONE™) sites (or nodes) with multiple OAS systems (a maximum of �0 OAS servers). This facilitates the routing of calls between the various Ericsson PBX sites under the control of a single Solidus eCare™ system, providing a common configuration and reporting architecture for the contact center.

8.1 Multiple sites

Ericsson Solidus eCare™ can be configured to support vir-tual contact centers of up to 10 sites. Each site is an MD110 or MX-ONE™ system with at least one Open Application Server (OAS). In the scenario depicted below, there is only one Solidus eCare™ system with one management system and one configuration system.

Virtual Contact Center configuration with three sites

8.2 Multiple sites with centralized media resources

In cases where all calls enter the virtual contact center at one location (site) and agents are located at this and two other sites, it could be beneficial to concentrate all media resources to the site where the calls enter the virtual contact center (as depicted below). In these cases, though call control is in all OAS servers across the various sites, there is still only one Solidus eCare™ system with one management system and one configuration system.

Virtual Contact Center configuration with centralized media resources in one site.

Please note that since the Ericsson PBX systems in a virtual contact center network do not provide a network unique call identifier for calls between nodes and Ericsson Solidus eCare™ are relying to a large extent on that correct number information is received from the MD110 or MX-ONE™ in the CSTA events. To ensure this, great care has to be taken when configuring the private network. Please refer to the Solidus eCare™ Technical Guide for details.

It is also important to note that Solidus eCare™ Virtual Contact Center supports the following types of numbering plans:

• Closed Numbering Plan (also known as Coordinated Numbering Plan or Fixed Length Numbering Scheme)

• Open Numbering Plan (also known as Uniform Numbering Plan, Location Code Based Numbering Plan, or Variable Length Numbering Scheme)

• Mixed Numbering Plan, which is a mixture of the above two types of numbering plans.

The Virtual Contact Center functionality has been tested with Mixed Numbering Plan and MX-ONE™ or MD110 nodes that consisted of different number of LIMS as well as various BC versions.

8.3 Multiple OAS servers

One site can also be configured to use more than one OAS server. This could be needed for capacity reasons or for redundancy. Up to four OAS servers can be connected to one MX-ONE™ or MD110. Solidus eCare™ can be configured to use up to �0 OAS servers.

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Sample single site configuration with three OAS servers

Note that in the scenario depicted above, the “Ericsson Solidus eCare™ Virtual Contact Center” license is not required

9 Internet enabled contact center

Internet enabled contact center overview

There are two components required to enable Internet chat sessions within a Solidus eCare™ solution. The first of these is the Desktop Manager Web Agent; the second is an associated environment.

Desktop Manager Web Agent utilizes a website chat interface to provide online chat capabilities to agents configured for customer web interaction. Agents are prompted with appropriate answers from the knowledge base for more accurate and efficient handling of queries. Users can select the number of simultaneous chat sessions allowed and whether or not to accept incoming voice calls at the same time.

While Internet users are usually connected to corporate or ISP Intranets that have firewalls that protect the internal network they are surfing from, Solidus eCare™ ensures that connection can be made through the firewall by enabling HTTP communications to the Exchange Service from the HTML Web Client. Solidus eCare™ supports HTTP Communications via JSP (Java Server Pages), which compile into Java servlets at runtime. The servlet is a proxy that routes communication between the HTML Web Client and the Exchange Service. HTTP communication attempts are made on port 80 and are rarely blocked by a firewall.

9.1 Virtual Agent

Virtual Agent is an interactive web response application that automates customer self-service. The Virtual Agent resides on the customer website and resolves customer enquiries without agent intervention through the use of customized knowledge bases. This enables contact centers to answer customer inquiries quickly and accurately using a knowledge base of answers, thereby minimizing costly agent interaction.

The Virtual Agent integrates seamlessly with any Web site, enabling customers to type their queries in a natural language (English only). The Virtual Agent then responds instantly with relevant, accurate answers. The Virtual Agent is not confined to text-based responses. It also has the ability to push Web pages or stream multimedia demonstrations that enhance the customer’s on-line experience.

9.2 Web co-browser

Once a chat session is established between the client and agent, simple web co-browsing can be facilitated by the agent using the “follow me” functionality:

• Agent Control – when the agent moves about the web site, the movement is reflected on the customer’s browser.

• The agent can activate or deactivate this option at anyThe agent can activate or deactivate this option at any moment, with immediate effect.

• The agent can push web pages, as well as any contentThe agent can push web pages, as well as any content that is referenced by a URL, (e.g. files, multimedia presentations) or even streaming media, to the customer’s browser.

WEB conversation monitor window

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9.3 Web page sharing

This enables an agent to send a customized copy of the company’s Web page to a customer, and for the agent to receive a copy of the customer’s Web page. Web page sharing also enables the agent to send and receive filtered form. Once the customer accepts the agent’s request to participate in Web page sharing, the agent will be able to view the customer’s customized Web page as well as all the information that the customer enters in the forms.

9.4 Web callback

A callback can be initiated in the case where the customer enters his/her name and telephone number and whatever other information on a Web page. The information in this Web form is routed to Solidus eCare™ where it is stored until time to call the customer back.

Web call back window

9.5 E-mail and Auto E-mail Response

This e-mail functionality requires the Desktop Manager E-mail Agent. This component is accessed from the Desktop Manager call window when an e-mail is routed to the agent.

The Auto E-mail Response functionality needs the Desktop Manager E-mail Agent and the knowledge base built with the Internet Suite Creator.

The content of the incoming e-mail is “analyzed” by the knowledge base search (linguistic) engine and a proposed answer from the database is then issued.

A confidence threshold can be configured through Configuration Manager. If the proposed response satisfies this threshold, then the Solidus eCare™ system can be directed to release the e-mail back to the customer.

Conversely, if the threshold is not satisfied, then the e-mail will be routed to the agent for editing, prior to sending the e-mail back to the customer. The system can be configured to always send the response to the agent for approval prior to issuing the e-mail back to the customer.

E-mail and auto e-mail functionality require Solidus eCare™ connection to a Mail Server – either the Microsoft® Ex-change Server or Lotus Domino. Dedicated mailboxes are defined from within the mail server. These mailboxes are associated with service groups configured for handling e-mail within the Solidus eCare™ routing context. In this way, multiple mailboxes can be configured, each associated with a different service group. The configuration of these mailboxes is done directly through the mail server.

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Ericsson ABSE-126 25 Stockholmwww.ericsson.com/enterprise

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