GDS Partners webinar - Voicemail, Recording, Conferencing v1.0_shared

© 2006 GDS Partners

Adding Asterisk based Voicemail, Voice Recording and Voice Conferencing

into Genesys Contact Center

Boris Zolotarev, [email protected]


Boris Zolotarev GDS Partners, Genesys Practice Manager Presenter, Q&A discussion

Agenda ■  About GDS Partners ■  Introduction to Asterisk platform ■  GDS Aster isk adapter for Genesys:

–  GDS Voicemail Solution with Unified Messaging (Enterprise solution with Outlook Phone) –  GDS Voice Recording Solution –  GDS Conferencing Solution –  Other solutions

■  Summary


■  About GDS Partners ■  Introduction to Asterisk platform ■  GDS Aster isk adapter for Genesys:


■  Summary

About GDS Partners


■  Professional services and application development company ■  10 years of experience ■  Genesys and Asterisk focused, InterWorks partner ■  In process for Gold Certified Genesys Suite Partner ■  Dual shore business model ■  Strong process and methodology

–  Cost savings –  On time, on budget project delivery –  Faster time to market due to effective resource usage –  Rapid response to a constantly changing technology

Who we are


■  Web Application development experience ■  Consulting related to Genesys solutions

•  VoiceXML development •  Routing development •  Custom Agent Desktop Applications •  Custom Reporting Solutions •  Custom development using Genesys SDKs

■  Interaction Management Systems Product Development •  Asterisk Adapter for Genesys

–  Voicemail –  Voice Conferencing –  Voice Recording and more

•  GDS Outlook Phone ■  Enterprise Solutions Product Development

What we do


References


■  About GDS Partners ■  Introduction to Asterisk platform ■  GDS Asterisk adapter for Genesys:


■  Summary

Introduction to Asterisk platform


What is Asterisk?

■  Open source software switch

■  Use of the shelf hardware

■  Works with Dialogic, Digium and other TDM cards

■  Broad list of features to bring into the Genesys world

■  Runs on Linux

■  Low cost of ownership

■  Large development community

■  Wide market adoption


The PBX Core:

PBX Switching, Application Launcher, Codec Translator, Scheduler and I/O Manager

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CVS Unix

ODBC Free TDS

Asterisk architecture

§  Modular design

§  Flexibility

§  Telephony hardware and technology abstraction




■  Summary

GDS Asterisk adapter for Genesys


Asterisk Software Switch

GDS Asterisk adapter overview

§  Low cost of ownership §  Large development community §  Administration and maintenance of

the solution with minimal effort using Genesys CME, SCI, GCN Web

§  Stand-by redundancy (not full HA) with Genesys

§  SNMP enabled §  Unified messaging §  Fast and easy deployment into

existing Genesys environment

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E-mail Fax Phone Mail Web Wireless

…

GDS Asterisk adapter for Genesys

Voicemail Conferencing Recording IVR server

MOH server

Genesys Framework


Architecture view

IP phones PSTN

Customers

PSTN/VoIP Gateway

Min. req. Genesys Servers: -  Framework -  Router

IP Phone

Analog Phone

Internet

POTS Gateway

POTS

Analog Phone

GDS Asterisk Adapter: •  Voicemail •  Conferencing •  Recording •  MOH server •  etc.

Easy deployment into existing Genesys environment

SIP


GDS Asterisk Adapter with Genesys Product Portfolio

Where to sell it:

§  Existing or new Genesys customer

§  Enterprise customer (Genesys is not required)

§  Environment independent (both VoIP and TDM are supported)

§  Small to large organizations


Sellable items

§  Separate, stand-alone solutions with Genesys: §  GDS Voicemail (per seat) §  GDS Conferencing (per port) §  GDS Voice Recording §  MOH server §  IVR server (TTS, ASR) §  Fax server

§  GDS Asterisk Adapter for Genesys (includes Voicemail, Conferencing… and is growing)

GDS Asterisk adapter: -  Voicemail -  Conferencing -  Voice recording -  IVR server -  MOH server




■  Summary

Extending Genesys with Asterisk platform


GDS Voicemail Solution overview

§  Voicemail solution with Unified Messaging §  Supports Genesys SIP Server, IPMX and any traditional TDM

PBX over Genesys environment §  In process for Genesys Gvalidated Application status §  Administration and management through Genesys CME and SCI §  Three interfaces to manage Voicemails:

–  Stand alone web interface –  Customized GCN Web –  Voice interface

■  Email notification and/or voicemail delivery (WAV file attach) ■  Group and individual Voicemail boxes ■  Popular voice file formats support: WAV, WAV49, GSM


GDS VM server: -  voicemail logic -  voicemail manipulation logic (Voice, Web interface) -  voicemail boxes -  voicemails

GDS Voicemail Solution in Genesys IP environment

IP phones

IP (QoS) network

PSTN

Customers

PSTN/VoIP Gateway

SIP S

IP Phone

Analog Phone

Internet SIP

GIS

Linux, FreeBDS, OpenBDS, OS/X…

Genesys platform

Legend:

Router Genesys Servers

GDS VM Server


Voicemail box creation and manipulation

§  Application parameters

§  Create individual or group voicemail box using CME only

§  Define email for voicemail email delivery (individual and group voicemail email delivery)

§  Modify voicemail box properties

§  Modify email delivery info


Voicemail manipulation using Web interface

§  Individual and Group Voicemail manipulation

§  Play, Delete, Forward and organize voicemails within predefined voicemail boxes

§  Directory support


Voicemail manipulation using GCN Web interface

§  One Log-In to both, GCN Web and Voicemail

§  Voicemail notification

§  Familiar GUI

§  Voicemail manipulation (Play, Delete, Organize, Forward)

§  Individual and Group voicemails

§  Unified Messaging


Contact Center Architecture •  Thousands of agents across the country •  Existing Load Balancing and On Premise

Genesys Enterprise Routing Solution

Business drivers •  Move away from Legacy TDM PBX •  Reduce cost •  Converging Telecom and Data networks •  Enable new applications and services

(Unified Messaging, remote agents etc.)

Solution •  Genesys SIP CS on premise •  GDS VM Solution for Voice Mail and

Unified Messaging •  Integration with SIP IVR

Reference architecture: A large US financial institution

Stat Server

PSTN

IP (QoS) network

SIP IVR

URS

Network T-Server

Network IVR

Enterprise TDM

“Legacy” agents IP based agents

Enterprise IPCC

VoIP Gateway

ERS ERS

Remote agents

SIP CS

Legacy PBX

GDS VM


GDS Voicemail with GDS Outlook Phone

§  Handle incoming and outgoing calls from MS Outlook

§  Standard agent desktop functions (ready/not ready, call, hold, transfer, conference …)

§  Have a record per each call with all call related data, organized in email-like folders

§  Prepare and schedule calling lists

§  Take advantage of your existing address book to identify the calling party (Caller Info Screen Pop)

§  Report on Answered, Dialed, Missed Calls

§  Review Call notes

§  Handle Voicemails from MS Outlook (voice, email attachments)


Sales Tools

Sales Tools Availability GDS Voicemail - Product Sheet Available on http://www.gdspartners.com

GDS Voicemail - Scaling Recommendation Available, request at [email protected]

GDS Voicemail - Presentation Available, request at [email protected]

GDS Voicemail - On-Line Demo Available, schedule at [email protected]

GDS Voicemail - User Manual Available on http://www.gdspartners.com

GDS Outlook Phone for Genesys - Product Sheet Available on http://www.gdspartners.com

GDS Outlook Phone for Genesys - Demo Movie Available on http://www.gdspartners.com




■  Summary



GDS Voice Recording Solution overview

■  Administration and Management through CME and SCI ■  Two ways to define recording rules (routing strategy level or

directly from a recording solution) ■  Option to automatically e-mail recorded interactions and/or

return it back into Genesys for further processing ■  Two interfaces to manage recordings:

–  Stand alone web interface –  Customized GCN Web

■  Record on demand or auto record based on various rules ■  Supervisor functions (View, play, delete recording; Define

recording rules; Real-time interaction monitoring) ■  API for integration with third party applications


GDS Voice Recording Solution in Genesys IP environment

IP phones

IP (QoS) network

PSTN

Customers

PSTN/VoIP Gateway

SIP S

IP Phone

Analog Phone

Internet SIP

Linux, FreeBDS, OpenBDS, OS/X…

Genesys supported platform

Legend:

Router Genesys Servers GDS Voice Recording

Server

Recording server is out of the voice path for calls that are not recorded


Agent View

§  Familiar GUI

§  History view with recorded interactions

§  Listen to recorded interactions based on agent role


Supervisor View

§  Search, View, Play, Delete, recorded interaction

§  Real-time interaction monitoring

§  Agent level definition on what interactions can be accessed


Sales Tools

Sales Tools Availability GDS Voice Recording Product Sheet Available on http://www.gdspartners.com

GDS Voice Recording Presentation Q2

GDS Voice Recording On-Line Demo Q3

GDS Voice Recording User Manual Q2




■  Summary



GDS Conferencing Solution Overview

■  Enterprise Voice Conferencing Solution ■  Could be administered through Genesys SCS ■  Cost effective, feature rich voice conferencing:

–  VoIP and TDM support –  Multiple conference types –  Intuitive web interface –  Various conference attributes –  Advanced business logic –  Conference recording and playback –  Automatic email notifications and reminders –  API for custom development or integration into

existing systems


Main page, user management

§  User role based privileges

§  View and access information quickly

§  User management

§  Contact management

§  Easy import of existing contacts


Conference management

§  Easily search, view, edit conferences

§  Define conference attributes

§  Define participants and their attributes

§  Define conference recurrence

§  View available resources when creating or editing a conference


Sales Tools

Sales Tools Availability GDS Conferencing - Product Sheet Available on http://www.gdspartners.com

GDS Conferencing - Presentation Available on http://www.gdspartners.com

GDS Conferencing - On-Line Demo Available on http://conferencing-demo.gdspartners.com

GDS Conferencing - User Manual Available on http://www.gdspartners.com




■  Summary



Other solutions ■  IVR solution:

–  Call treatments –  Collect digits –  Interaction with database and third party applications –  TTS via Festival –  Open source ASR –  Open source VoiceXML support

■  Music On Hold server ■  Fax server

–  Send and receive faxes –  Fax delivery via email (TIFF, PDF)




■  Summary



Summary

Benefits: ■  Cost effective ■  Scalable ■  Feature rich ■  Integrated with Genesys (or

stand alone) ■  VoIP or TDM environment ■  Large target population

Solutions: ■  GDS Asterisk Adapter:

–  Voicemail –  Voice Conferencing –  Voice Recording –  MOH Server –  Fax server –  IVR Server

■  GDS Outlook Phone

© 2006 GDS Partners Boris Zolotarev, [email protected]

Thank you! Discussion

For more info or live demo:

[email protected]

GDS Partners webinar - Voicemail, Recording, Conferencing v1.0_shared

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