SOFT PANEL MANAGER PRODUCT OVERVIEW Manager... · SOFT PANEL MANAGER REALTIME DATA CAPTURE...
Transcript of SOFT PANEL MANAGER PRODUCT OVERVIEW Manager... · SOFT PANEL MANAGER REALTIME DATA CAPTURE...
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
1
SOFT PANEL MANAGER
PRODUCT OVERVIEW
March 2017 update
2
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Whether you have a contact center or
another type of business, offer your
managers, supervisors, employees and
agents reliable data for:
Optimized contact center efficiency
Correct strategies rapidly
Focused customer service
3
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
KEY VALUES
REALTIME
MONITORING
Adapt your business
strategy according to
Realtime monitoring
DISPLAY
Support several types of
display device for sharing
data with employees
OPERATIONS
easy to deploy manage
and configure
4
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
KEY VALUES
Display Contact Center Statistics, IVR Statistics, CRM Statistics …
Display Business Information, Critical Information System Data, any key information
Use a Wall Board Solution as a Communication media to their employees
Support several types of display device
Simplicity in design views
Easy to deploy, manage and configure
Full software solution
5
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
SOLUTION OVERVIEW
Software solution for real-time statistic display on wallboards
for Alcatel-Lucent Enterprise Contact Centers
for any Business activity that needs to display business indicators
Three logical components
real-time data capturing
‐ data coming from contact center statistic interface
‐ data coming from customer Information System
data processing
‐ data computation, rendering, format
data display
‐ data push to the displays (TV screen, LED display, Agent Desktop)
6
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
ARCHITECTURE OVERVIEW
Soft Panel Server
RTI Connector OmniGenesys Interface OTCS Connector
OTCC-SE GIS OTCS
Busi
ness
Data
In
terf
ace
LED Wallboards TV ScreensIndividual PC
Screen
Business DataBase
Push data (Rest API)
Get data (WS SOAP)
7
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
REALTIME DATA CAPTURE
OmniTouch CC Standard Edition
- Main real-time statistics processed by CCS are accessible from Soft Panel Manager
- Interface through RTI Connector which communicates with the CCS installed on the system.
- Each time a statistic is updated, the Soft Panel Manager Server is notified by the RTI Connector.
OmniTouch Customer Service
- Statistic can be manually defined by selecting an object type and a particular metric.
- A request is sent to OTCS at a fixed period to get the value of this stat (polling)
Genesys
- Statistic to be retrieved are manually defined.
- The Soft Panel Manager gets notified by the Genesys Solution on each stat update via a web service (GenesysGIS component).
8
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
REALTIME DATA CAPTURE
Business Data from Customer Back-End System
- Soft Panel Manager is ready to get and display data coming from third party systems
- Rest API (software industry standard interface)
- 100% of the customers who implemented the Business Data Interface did it by themselves
- java source code template provided
- correlation between telephony and business statistics/data
- KPIs display in real-time (eg: number of contract signed / received calls)
- better efficiency metrics
- any business metrics display
- stock in the warehouse,
- business applications states, data network state,
- alarms states, alarm display on map,
- any metric or information Customer want to display.
9
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
DATA PROCESSING
Several treatments can be applied on captured data
Computation on retrieved statistics and business data
- mathematical functions (all java native mathematical function)
Example: number contract signed / number of calls handled
- number conversions, hour and date formats
Alarms creation
View triggered on a Panel when alarm criteria is reached.
- Example : number of calls greater than 100 calls, then display the group statistic view,
- Example : global campus map is displayed on plasma screen, zoom on a specific area if a fire incident is triggered (Business Data interface)
Email sent when alarm criteria is reached
Sound played on Client side when alarm criteria is reached
10
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
DISPLAY DEVICE
Once data are processed, they can be displayed on different display target
LED Wallboards (IP interface)
- Alcatel-Lucent reference
TV screens/Video projector
- The requirement is to get Firefox 28 (at least) web browser running on a PC
connected to the screen
Desktop LED Wallboard emulator
- software emulating on a PC a LED Wallboard
- target is for individual or remote display
11
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
LED WALLBOARD DISPLAY
LED wallboards can display textual areas defined and managed in the Soft Panel Manager.
A wallboard is defined by any number of rotating and schedulable sequence
Each sequence is composed by several views. Each view can contain:
Processed data
Special fields
Free text
Wallboards content is managed by the Supervisor.
12
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
TV SCREENS/ VIDEO PROJECTOR
Statistics display is fully customizable on TV screens/Video Projector
View creation through Web Interface (pure HTML interface)
Graphical widgets to compose the views
“View copy” to simplify the views duplication
Background is easy to manage/import
Message and views scheduling and display
13
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
WIDGETS FOR TV SCREENS/ VIDEO PROJECTOR
Miscellaneous Widgets are available to compose the views
3D/2D bar chart (horizontal, vertical) widget,
Line chart widget (a 1H to 24H history is kept for any metric used in line chart widget)
Pie chart widget,
Textual areas widget (text message, textual Business Data)
Circular gauge widget
Horizontal gauge widget
Table widget
HTML area widget (display any URL, including flash web site)
Barometer widget (image changing according threshold)
Agent widget (Standard Edition only)
Smart Table Widget
Image widget
Time widget
14
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
DESKTOP WALLBOARD
Statistics display up to the agent seat/computer
same feature than the LED wallboard, LED wallboard emulation
remote worker, complex room configuration, spread agent location, …
Real time metrics delivered on agent desktop
Messaging to agent desktop sent by supervisors
Real-time information colors can change depending on value
Multicolor, multi-line display, transparency
Display managed through Soft Panel Manager Interface
15
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
SOFT PANEL MANAGER
RELEASE 6.6 – ECOSYSTEM COMPLIANCE
SOFT PANEL
SERVER
SOFT PANEL
CLIENT
3rd PARTY
PRODUCTS
ALE
PRODUCTS
• Windows 2007 x64, Windows Server 2008 R2 x64 or 2012 x64
• Firefox 28.x, Chrome 48, IE 11 (*)
• Java SE 6 (only for Desktop Wallboard)
• Genesys Integration Server > 7.2
SERVER
PLATFORM• Dual Core 2.4 GHz processor, 4GB, 50 GB free space
• OTCC-SE : from CCS 10.2.92.0
• OTCS : from Release 8.2 Update 488
(*) minimum release level
16
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ORDERING
• Soft Panel Manager for OTCC SE -> ACTIS
• Soft Panel Manager for OTCS -> upon request to [email protected]
Soft Panel Manager with
5 connections
Soft Panel Manager Additional Connections
from 5 to 30
Soft Panel Manager
up to 30 connections
Soft Panel Manager with
5 connections
Soft Panel Manager Additional Connections
over 30
Soft Panel Manager
Over 30 connections
LIMITS
150 concurrent connections per Soft Panel Manager (Panel PCs, TV screens, plasma screens, desktops or Wallboards)
PREREQUISTES• OTCC SE -> RTI (Real Time Information) license
• OTCS from R2.1 -> API Management Level (Server integration) - ALEN8703 (per agent)
PRICING MODEL
17
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
RTI interface • 1 Connection per Soft panel manager
Type of wallboards
Number of simultaneous connections• 1 connection per display connected
ACTIS QUOTATION TOOL
18
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
LAB & DEMO OFFER
LAB & DEMO PROG. TRY & BUY QUOTATION SUPPORT
SOFT PANEL MANAGER
95% (GG42) 45 days ACTIS SASdiscount 100%
Use the Special Discount Request (SDR) process to order your Lab and Demo system(s)
Complete the field “Opportunity number” with “labdemovoice”
This field is mandatory to benefit from the special conditions
To get Support associated to your demo equipment
Solution Premier Service (SPS): you have to create an e-Service Request and provide the SPS contract number
Specific Application Support (SAS): you have to create an e-Service Request and provide the SAS contract number
ORDERING PROCESS
PROGRAM
19
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
MATERIAL & DEMO
https://businessportal2.alcatel-lucent.com/soft-panel-manager-installation-service-pack
https://businessportal2.alcatel-lucent.com/soft-panel-manager-0
https://businessportal2.alcatel-lucent.com/core-and-shelf-applications-compatibility-matrix
Compatibility MatrixInstallation Service PackTechnical Datasheet
http://edemo.al-mydemo.com/
20
COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Linkedin.com – Group: Alcatel-Lucent Enterprise
Twitter.com/ALUEnterprise
Facebook.com/ALUEnterprise
Youtube.com/user/enterpriseALU
Slideshare.net/tagged/Enterprise
Storify.com/ALUEnterprise
Follow us on