Additional security is provided by a Reverse Proxy Server, so only authorised users can access the Contact Direct Web service and be authenticated.

Transcription

1 PRODUCT SPECIFICATION CONTACT DIRECT WEB 1. INTRODUCTION This document contains information on the Contact Direct Web service. If you require more detailed technical information, please contact your Account Manager. 2. SERVICE DEFINITION 2.1 Service Overview Contact Direct Web delivers a subset of the our Virtual Contact Centre suite, allowing an entry level solution for those customers not requiring the full functionality of the Virtual Contact Centre service. The Contact Direct Web service is a web-browser based system that allows pro-active monitoring and control of call routing for the customer s inbound 0800/0508/0900 services. Contact Direct Web provides the customer with the ability to directly control inbound 0800/0508/0900 numbers and obtain real-time route request and route response reporting on those numbers. The two main services provided by Contact Direct Web are: Call routing modifications in real time; and Call type reporting on the route request responses. We will achieve this by providing secure web access to the web servers of Contact Direct Web. These web servers are connected back to the Virtual Contact Centre environment. The Virtual Contact Centre platform is directly linked into our Intelligent Network ( IN ) layer, allowing a measure of self-service and control of the customer s business rules routing within our IN. The solution involves a separate URL that connects via a firewall and the web servers of Contact Direct Web. The servers are housed in the Internet Gateway Architecture ( IGA ) environment of our secure network. Additional security is provided by a Reverse Proxy Server, so only authorised users can access the Contact Direct Web service and be authenticated. 2.2 Standard Service Features Contact Direct Web provides tools to manipulate 0800/0508/0900 IN features such as: Call advance on busy Call screening Standard time of day diversion Customised time of day diversion Geographic distribution Percentage call distribution. The Contact Direct Web service includes a wide range of dynamic call routing features and reporting, and is a convenient entry point to the full range of inbound services in the Virtual Contact Centre suite. The Contact Direct Web application extends routing control capabilities via the scripting environment of our IN to subscribed customers and their authorised users. Users can view, monitor and make modifications to their existing inbound 0800/0508/0900 routing scripts, via Internet Script Editor ( ISE ) and a web browser. Users that monitor scripts will see updates in real-time of the number and percentage of calls that traverse each logical node in the routing script (in effect providing the customer with 24-hour self service capability of their routing logic in our IN via the Virtual Contact Centre Suite). We will store and back up Contact Direct Web customer call flow data for three (3) months. Page 1

2 2.3 Service Options The Contact Direct Web service has three options: Full Contact Direct Web service that includes the call-routing reporting tools and the call flow script editing and creation tools. Reporting only. This is mostly used by 0900 customers when real-time reporting on 0900 routing requests is important. Call flow script editing and creation tools. This is mainly for those customers that require the capability to manage their own moves, adds, and changes (MACs) on 0800/0508/0900 call flows (call plans) and the creation of new call flows. 2.4 Customer Responsibilities To access Contact Direct Web real-time and historical reporting the customer must be subscribed to the service, have a valid user name and password, and access to a computer with web browser and ISP connectivity. The customer s firewall/proxy server environment must support Microsoft Java Virtual Machine for the support of graphical reports. To access the call flow scripting modification/management of the customer s Contact Direct Web service the customer will need the ISE software application installed on a computer with web browser and ISP connectivity as well as being subscribed to the service, have a valid user name and password and the customer s firewall/proxy server environment must support Microsoft Java Virtual Machine for the support of graphical call flow management. The customer must comply with this Contact Direct Web Product Specification and ensure that everyone the customer is responsible for or that uses this service complies with this Contact Direct Web Product Specification. 2.5 Service Implementation We will carry out the following implementation activities: Project Management managing the process of transferring and refining or developing from new, as required, call routing plans from the 0800/0900 IN Network database to the Contact Direct Web service. Design, installation and implementation - of the customer Call Flow Routing Scripts and other elements of the Contact Direct Web solution, as required. Training one-day course, with professionally designed material, offered in a hands-on environment for training of Contact Direct Web users. Class size is limited to Service Boundaries There are no geographical service boundaries for Contact Direct Web. The boundaries are around the numbers that can be managed by Contact Direct Web as this is an IN integrated solution and as such the numbers that can be managed by the Contact Direct Web are IN based numbers i.e. 0800/0505/0900 that are on our IN network. The customer must take their 0800, 0508 and 0900 services from us in order to use the Contact Direct Web service. 3. SERVICE TARGETS This section lists the following: Service delivery performance targets the performance targets for our delivery of the service. Provisioning/change performance targets the performance targets for our implementation of and changes to the service. Page 2

3 3.1 Service Delivery Performance Targets Service Attribute Attribute Definition Service Target Normal Service Hours Those hours during which, when a customer call or monitoring alarm indicates a fault, we will commence restoration activity. Standard Care Business Hours Extended Care Business Days, 7am 7pm Critical Care - 24 hours x 7, 365 days per annum. Call Reception The elapsed time for us to answer incoming telephone calls from customers. Call Response: Within 20 seconds, during Normal Service Hours. Billing or provisioning enquiry: within 20 seconds, during Business Hours. Initial Restoration Update The elapsed time between Call Reception and the customer being notified that initial diagnosis is completed. Within 60 minutes, during Normal Service Hours. An estimated restore time will be provided, if known. Progress Updates Updates on the status of service restoration activity. On significant events, e.g. every two Normal Service Hours for Severity 1 faults, or as otherwise agreed. Service Restoration The elapsed time between Call Reception or alarm occurrence and the customer being notified that service is restored to the defined levels. Critical Faults: 90% of Severity 1 faults resolved within 6 Normal Service Hours. High Impact Faults: 90% of Severity 2 faults resolved within 8 Normal Service Hours. Medium Impact Faults: 90% of Severity 3 faults resolved within 12 Normal Service Hours. Low Impact Faults: All other faults resolved on a reasonable endeavours basis, unless otherwise agreed. Planned Outage Notification Notice of any planned maintenance that could cause a service outage. Such outages are normally scheduled after midnight. The planned outage window is 2am to 7am on Sundays. Routine Outages: will take place during the planned outage window. Urgent Outages: where urgent maintenance is required, the planned outage will take place as agreed by both parties. NOTE: FAULT SEVERITY AS PER FOLLOWING TABLE: Severity Impact Definition 1 Critical Impact Problems that render systems and/or critical functionality unusable Requires immediate corrective action 2 High Impact Problems severely affecting system usage and service levels to end-users Requires prompt corrective action 3 Medium Impact Problems that do not significantly impair the functioning of the system and do not significantly affect service to the end user Requires managed restoration 4 Low Impact Problems with little to no impact on system functionality or service to end-users. Requires managed restoration Page 3

4 Escalation: If the customer is concerned that restoration of service will not be achieved within a Service restoration target time, the matter should be escalated by contacting your Account Manager or Service Manager. 3.2 Provisioning/Change Targets Moves and Adds: moves and adds are: Relocations or reconfigurations of network equipment that require attendance at the customer's site; Relocations of our access circuits Addition of new 0800 numbers Other items such as the addition of terminating numbers used for the Contact Direct Label node or 0800 call prompt changes required by the customer Configuration Changes: configuration changes are changes to network equipment that are carried out via our network management systems from Corporate Managed Services, that do not require any attendance at the customer's site, and changes to the customer s Contact Direct Web call flow routing script. Complex MACs: complex MACs generally require detailed investigation or design work to implement. Examples are complex changes to network equipment, or configuration changes that require on-site attendance and extensive call flow redesign. We will agree with the customer the cost and timeframe for completion of complex MACs before implementation. A particularly complex MAC may require scoping as a project and would be covered by a project scope of works agreement. MAC Implementation: all MACs will be carried out when scheduled by us, during Business Hours. 4. STANDARD FEES AND INVOICING 4.1 Invoicing Implementation Fees Implementation fees are invoiced in arrears and cover items such as design, installation, configuration, testing, training activation and handover. Project Management Fees Project Management fees are invoiced in arrears and cover items such as organising customer and third party resources and equipment, achieving project budgets, timeframes and deliverables, and minimising project risk. Fixed Monthly Fees Fixed monthly fees are invoiced in advance and cover the provision and management of the Contact Direct Web services. Variable Fees Any applicable variable fees, for example associated with time, volume or usage, are normally invoiced monthly in arrears. Miscellaneous Fees One-time fees are typically invoiced monthly in arrears and apply to, for example, new installations, relocations, and configuration changes requested by the customer. Page 4

5 4.2 Moves Adds and Changes (MACs) MAC FEES MAC Type Fee Remote MAC On-site MAC Complex MAC Changes during Business Hours $75 per hour One Off fee of $30 plus $180 per hour Ask your Account Manager for details Page 5