IP Office Technical Bulletin

Transcription

1 IP Office Technical Bulletin Bulletin no: 002 Date: General Availability (GA) of IP Office Compact Contact Center Avaya is delighted to announce the launch of Compact Contact Center (CCC) for IP Office. CCC is based on industry standards and utilises the resilient Windows NT4/2000 Server operating system and Microsoft s MSDE and SQL technology. Every company, whatever it s business, has one or more customer facing departments. The Compact Contact Center from Avaya is designed to be modular, scalable and cost effective, allowing the user to select the most suitable modules for their particular business environment. CCC is a suite of Real Time and Historic Contact Center productivity tools that have been designed to provide a low cost product entry that allows the management of both informal contact departments from as few as 5 agents to a fully featured Call Center with up to 75 agents, both locally and remotely located*, all using the same underlying technology. * Note: Remote Agents are not currently supported on this build. Call Center View (CCV) Compact Contact Center Applications CCV provides the customer with the combination of real time service monitoring and resource management. A supervisor can manage and improve the service they provide with full real time visibility of all of their resources whether the resources are equipment or people. For a supervisor to effectively manage staff that spend a significant amount of their time on the telephone, the availability of real time information is essential. The CCV allows the supervisor to balance their resources (i.e. staff against the traffic level of incoming calls) and therefore improve customer service and reduce cost. Page 1 of 1

2 Call Center View Alarm Reporter The Call Center View Alarm Reporter has been designed to enhance the exception management used by Call Center View. The Alarm Reporter enables the contact center supervisor to look back on the performance of the contact center, on a daily or weekly basis, by reporting on certain criteria predefined by the contact center supervisor. Report Viewer The Report Viewer is designed to put the Call Center Manager in control of their Call Center. With a set of graphical, colour, and management ready report templates. It reduces Call Center management time by reducing the need to export data into other applications to run reports. The Report Viewer gives access to the data stored on the Report Server across the LAN. With the inclusion of Corporate Document templates, the Report Viewer has been designed with ease of use in mind. The user simply creates parameters for these reports in terms of agent groups, shift period, date range etc to generate the data they require. Date ranges available are today, yesterday, specific day, this week, last week, this month, last month or date range. These standard templates have been written to give the Call Center Supervisor a detailed understanding of Call Center activity, with reports ranging from agents activity, DDI, trunk, transferred calls, CLI, Voice Manager reports and call tracking reports. Report Designer Report Designer allows the user to create their own, or modify and change standard reports, providing total flexibility in the presentation of agent and traffic information. Report Designer is aimed at the Contact Centre Manager who requires a greater degree of flexibility via completely customisable reports and ad hoc querying to allow better informed decisions. Page 2 of 2

3 Report Scheduler The Report Scheduler integrates with the Reporting package to provide report clients the ability to schedule reports to run at chosen intervals. The Report Scheduler makes use of the Report Repository database to store scheduled reports and associated schedule details. Wallboard Server/Client The Wallboard Server enables you to display messages on to a Wallboard device, which could be a wall mounted Wallboard or a PC Wallboard. It gives Contact Centre supervisors the ability to add, edit and delete Wallboard messages and also includes a sophisticated scheduling wizard to display the Wallboard messages. A message can be created in two formats, text only message, or text incorporating Variable Data. Variable Data is information received from the telephone system (e.g. No of Calls Waiting). Messages can be scheduled to appear either immediately, or at a predefined time or date on a wallboard device. Supervisors may select a message and send it to a single, several or all Wallboard devices. The Wallboard Server application also enables you to compile alarm messages, which can be accessible from other applications, e.g. Call Center View. Up to 30 physical Wallboards or 250 PC Wallboards can be connected to the PC hosting the Wallboard Server application. These devices are installed and configured individually. PC wallboard The PC Wallboard allows full Wallboard functionality to be displayed on a Windows PC. A maximum of 250 PC Wallboards can concurrently be connected to a single Wallboard Server. The PC Wallboard operates in two modes: Enhanced (Agent mode) - The agent must be logged on to the Telephone system prior to invoking the PC Wallboard. The agents log on to the PC Wallboard using their individual agent logon ID and the computer name of where the Wallboard server is running. The currently logged on agent has the ability to view their own personalised configuration of the contact center, consisting of up to 20 contact center variables as well as their assigned scheduled messages. Standard User mode - Displaying only the scheduled messages received from the Wallboard Server/Client applications. In this mode you logon to the PC Wallboard using only alphanumeric text and the name of the server where the Wallboard is running. Note: You must be running TCP/IP to use the PC Wallboards as they utilise IP Sockets for connection. Page 3 of 3

4 Licensing and Product Codes All CCC product codes are provided by license key. As a result, Distributors must specify the feature key ID for the system where the licence will be installed. Please see Distributor Update 001 for full details. It must be noted that licences are issued against a feature key and that Avaya will not issue replacement licences in the event of the feature key being lost. The following product codes relevant to CCC are available for purchase: Product SAP Material Availability Description Feature Key & CD's IP400 Feature Key IP Office CCC/CBC CD Remote Feature Activation Licences (RFA) IP400 CCC SVR RFA Feature Key with unique serial number. One Feature Key is required per IP Office system for all software licences (RFA product codes). CD-ROM containing the IP Office Compact Contact Center Software. The IP400 CCC SVR RFA is also required to enable the CCC functionality. Enables Compact Contact Center for one supervisor, including reporting on 5 agents and a PC Wallboard. IP400 CCC SUP RFA Enables an additional supervisor for Compact Contact Center (up to 5 Supervisors in total, including the one supervisor in CCC SVR). IP400 CCC Designer RFA Enables a supervisor to design and customize their own reports. IP400 CCC Rostering RFA Availability to be announced Enables connection to third-party agent rostering packages for CCC. IP400 CCC AGT RFA Reporting on additional 5 agents for CCC. IP400 CCC AGT RFA Reporting on additional 10 agents for CCC. IP400 CCC AGT RFA Reporting on additional 20 agents for CCC. IP400 CCC AGT RFA Reporting on additional 50 agents for CCC. IP400 CCC PCW RFA Enables additional 5 PC Wallboards. IP400 CCC PCW RFA Enables additional 10 PC Wallboards. IP400 CCC PCW RFA Enables additional 20 PC Wallboards. IP400 CCC PCW RFA Enables additional 50 PC Wallboards. Wallboards CCM WB/ Character 2-line wallboard CCM WB CC Wallboard Comms Card & Cable CAB-CCM WB Wallboard Comms Card Cable Pre-configured Server PC IP OFFICE SERVER CCC SERVER Availability to Pre-configured PC, with Windows 2000 Server, MSDE and CCC preloaded. Please note that the IP400 CCC SVR licence is also required. Note be announced (UK only) this does not include a monitor. Technical Training The following training courses are available for those engineers who want to work with the IP Office Compact Contact Centre. N11 (5 days) IP Office Core Platform. Covers IP Office installation and programming, basic voic , Autoattendant, IP Hardphones and Internet access to provide engineers with the foundation knowledge and skills to install and support the IP Office platform as a PABX. N31 (4 days) IP Office Compact Contact Centre. Provides engineers with the foundation knowledge and skills to install and support the IP Office Contact Centre. Page 4 of 4

5 Support IP Office has been specifically designed for the Indirect SME Market and, therefore, primarily the Value Added Reseller and Avaya Distributor who have supplied the equipment should provide technical support. Consistent with Avaya Global Services and Support Policy, we have aligned Technical Support around the following model: Tier 1 Installation and 1 st line maintenance usually supplied by the Value Added Reseller or subcontracted to an authorised third party. Tier 2 Office or remote (not usually field based) based expert technical support for the full range of the IP Office portfolio. This would include expertise in the IP Office product itself and the interworking environment such as converged voice and data and Microsoft. Tier 2 support would usually be from an advanced VAR or the Avaya Distributor or subcontracted to an authorised third party. Tier 3 Avaya technical support engineers from the Global Service Organisation (GSO) supply extensive and expert technical support via telephone, and web based services. The GSO team are highly trained in all areas of the IP Office product and its working environment. The Tier 3 service will include all aspects of Post-Sales technical support but not Pre-Sales. GSO supply in region and sometimes in country support via local contact numbers. Tier 3 support is only through authorised Tier 2 Technical Support Teams that are enrolled in GSO Service Span. Tier 4 When the GSO Tier 3 team have either replicated a field issue or made every reasonable endeavour to do so they will escalate the problem to the Global SME Solutions (GSS) Product House Tier 4 team. The Tier 4 Technical Support team have responsibility for all product related field issues and will allocate an individual support engineer to own the problem. These Tier 4 Support Engineers are expert on specific aspects of the IP Office product such as, LAN/WAN Networking, CTI, and VOIP. The Tier 4 engineer will work with the relevant Research and Development Team to identify the problem, produce a resolution and introduce it to the field. The Tier 4 engineer retains ownership throughout and is responsible for regular communication to the Tier 3 team. The Tier 1 & 2 technical support requirements are detailed in the IP Office Product Authorisation document and the relevant Avaya Accreditation literature. Tier 3 Support Service Issues on IP Office products referred from Tier 1 and Tier 2 will be investigated by GSO and reproduced, where possible, before escalating (if necessary) to Tier 4 Support. Tier 3 Procedures /telephone requests for assistance are logged into a queue on a central system for tracking calls and measuring performance (Maestro) by a Tier 3 helpdesk administrator and allocated to a technical specialist. The specialist works with the BusinessPartner engineer (Tier 2) to provide advice or resolve the problem. The specialist will log all call details on Maestro as evidence of progress/activity on the call, including closure. Work-arounds to known issues will be posted on the Technical Web Zone which BusinessPartners will be expected to check regularly before contacting Tier 3 helpdesk. All Technical Support Procedures including flow charts and contact details are published separately in the GSO ServiceSpan offer. Tier 3 can be contacted via the following methods: GSSFSG@avaya.com Telephone: Helpdesk Page 5 of 5

6 Tier 4 Support Service Support will be provided to Tier 3 (COE) specialists on installation and maintenance of IP Office equipment and related software, peripherals and reports. Tier 4 specialists will only accept a problem which has been replicated elsewhere (or reasonable endeavour to do so) has been logged in Maestro complete with details on hardware configuration, software versions, problem description, functional expectation, database and log files. Tier 4 Procedures contact is received into a Tier 4 queue on Maestro and allocated to Tier 4 support engineer. The engineer contacts Tier 3 interface to confirm all details of steps taken so far in diagnosing source of problem. The engineer will remain in contact with Tier 3 interface until resolution. Work-rounds to known issues will be posted on the Technical Web Zone Management Escalations If a Distributor (Tier 2) wishes to raise the profile of an existing call then they should complete the web based escalation form found in the Technical Web Zone. A problem may only be escalated if it has already been logged with the Tier 3 Helpdesk. The Tier 3 and Tier 4 Team Leaders review all management escalations. The Technical Product Manager and Tier 4 Manager will review all escalations weekly and engage commercial contacts as appropriate. Senior Management will review all management escalations bi-weekly. Any commercial issues will be dealt with by the Distributor Account Director and appropriate Distributor contact. Support Calls Support can only be given on the current GA Version of IP Office software, please also ensure that all existing demonstration and trial units are upgraded to this software. Issued by: Tier 3 Support Group Tel: Fax: gssfsg@avaya.com Internet: Page 6 of 6