HOLIDAY MANAGEMENT APPLICATION USING IVR

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1 HOLIDAY MANAGEMENT APPLICATION USING IVR Bhargavi Suvarna 1, Jaya Shree S Patil 2 1 M.Tech Student,Dept. of CSE,G Narayanamma Institute of Technology and Science, Shaikpet,Hyderabad, Telangana, India 2 Associate Professor, Dept. of CSE, G Narayanamma Institute of Technology and Science, Shaikpet, Hyderabad, ABSTRACT Telangana, India The Holiday Management application allows the user to add/change their days to holiday schedule. This is performed with the assistance of a Script which enables the customer to communicate with an IVR interface to control their holidays. The script primarily enables the client to dial into the application and include or change a holiday entry for the contact center and optionally it goes about as a sub script which can be called from primary scripts where it will check the XML document in the repository to determine whether the present day is a holiday or not.the holidays saved in.xml file which is uploaded to store on the windows Unified Contact Center Express (UCCX). On the off chance that the customer is changing the script, it gets updated in xml document. The UCCX script reads this xml file for call routing. Key words: IVR Interface, Contact Center, UCCX 1. INTRODUCTION Holiday management application has been performed so that script can be implemented on a Contact Center using the CISCO UCCX editor and related tools is an area of specialization. [1] Existing system states that whenever customer wants to know whether the particular day is a holiday or not it becomes a difficult task especially when there is any emergency people could not reach the organization. Existing scripts use XML files for system open/closed, holiday dates etc. The XML files are stored in a directory on the local hard drive. The major disadvantage is that manual intervention is needed for everything like when call center is closed or on holidays. To overcome the problem of existing system, a fully functional contact center platform was set up, which can simulate any kind of complex environment similar to customer platforms. In the process, it was identified, to have Simulation environment where the engineers can Add/update 288 holidays. Holiday Flow is to automate the call routing to a designated destination or Voice mail box or play some specialized prompts to let the caller know that call center is closed. Advantages Increased reliability: No manual performance is necessary to update holidays in xml document. As the process is automated, user dials into the application and updates their dates accordingly. Heightened productivity: Saving precious seconds in responding to customers through IVR. Plays a prompts when a contact center is closed. In any emergency cases, user can update their holidays. Enhanced customer service: Holiday Flow is to automate the call routing to a designated destination or Voice mail box or play some specialized prompts to let the caller know that call center is closed.the process becomes easier to update holidays for a contact center. As the dates are updated through IVR application no manual intervention is needed.

2 2.RELATED WORKS Survey on Holiday Management: The survey on Holiday management has been performed so that we can implement scripting on a Contact Center using the CISCO UCCX editor and related tools is an area of specialization. The Script uses a simple XML data file containing a list of dates that are declared to be Holidays. Generally, the script is a sub flow, called on by a parent script to determine when there is a need to close for the day. The script first finds out what is the date today, then goes through the XML date list comparing each entry with today s date to make a holiday determination. If it gets through the entire date list without a match, the returned value is false. Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch, office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI) and agent desktop services while offering the flexibility scale to more demanding environments. [2] Contact center are driven three concerns, Lowering costs Boosting agent productivity and Improving customer service Unified CCX Application Configuration Check List: To piece the applications of Unified CCX, do the subsequent tasks within the given order. If required, produce and edit the script. Produce or transfer the prompts, documents, grammar, and custom files needed by the script. Upload the script and prompts in the unified contact center express web page. Prepare platform before installation: 1. Configuring network parameters for connectivity 2. Stage and Rack the UCS servers 3. Configuring the UCS server for Virtual Machine Use 4. Setup the Virtual Machine to Install UCCX Application. Install Cisco Unified CCX: 1. Must have Admin Credentials, Security, App User Credentials and Certificate Information like Organization, Unit, Location, State & Country 2. Network Information like Host Name, IP Address/Mask, Gateway, DNS, Domain, Time Zone and NTP server 3. License MAC will generate on basis of above mentioned details and Obtain required licenses from Cisco with generated License MAC 4. Proceed with Cisco UCCX Install on a VM configured. [3] Setup and Configure CCX: 1. Configuring the Parameters required such as Application Users which helps in Integration with CM etc. 2. Integrate UCCX with CM which acts as Telephony Switch 3. Configuring Language, License and Administrator Privileges for users intended Steps involved in achieving the objectives are: Deploy Cisco Unified Contact Center Express platform and application. Install Unified contact center express and cisco unified call manager. CCX runs on Linux operating system. Install the operating system along with the application. This application can be deployed on a physical or virtual machine. Integrate contact center express with call manager. Install windows virtual machine. The virtual machine folder provides details about all the virtual machines created by the current user, as well as across to the tools for creating and modifying virtual machines and virtual hard disks. Create an application development tools for recording prompts. Emergency prompts. Create administrative tools to open and close contact centers. Install CCX Script Editor. Create scripts and sub flow scripts to determine the holiday. Deploy 289

3 prompts within the script application. Deploy XML documents as it is used in contact center scripts to update holiday dates. Troubleshoot ccx application and scripts. Login to UCCX Application page. To upload the scripts go to Applications->Script Management then click on upload new script then browse the script and upload. To upload xml document go to Application- >Document Management then click on upload new document. Browse the document folder and upload. Prompts are externally created and uploaded to the server to demonstrate how the prompts required for the call center use. Prompts are played to the caller when they dial into the application. Prompts are recorded in.wav format. To upload this prompts in UCCX web page go to Application->Prompt Management then click on en_us folder and then browse and upload.wav prompt files. To facilitate the Call Recording Options for the Call Center Greetings/Prompts used in the Call flows designed. This will avoid depending on the Third Party tools which may create Noise, incompatible greeting formats/codecs. This script will help gradually to improve the prompt sizing/quality while playing to the Callers. with an IVR interface to manipulate holiday schedule. Holiday flow is to automate the call routing to a designated destination and play some specialized prompts to let the caller know the status of contact center. It helps at the time of emergency whenever any disaster occurs in any contact center. In any case, there is a flexibility to upload adhoc holiday dates. Customer Call Flow: Steps involved in customer call flow: Customer dials into the application. Dialed number triggers to UCCX application. Which invokes the application and asks the user to enter pin. UCCX validates the user inventory in database. Once the pin matches. Customer can choose an option from the IVR and select the option to add, retrieve or update a holiday. Date must be entered in a six-digit format i.e., MMDDYY. Entered date will be updated as holiday and uploads the updated xml document into the application. Play a successful prompt. [6] Add a trigger: The trigger for an application is the extension/phone number where the user dials in. Go to Cisco Script Application page click on Add New Trigger. Give directory number. Call manager direct calls to this application. Associate unified contact center express application user with phones, CTI Route Point, CTI ports in call manager. This helps in tracking the status of devices which are associated with call manager. [1] [4] [5] 3.PROPOSED SOLUTIONS To overcome the existing system, an application is developed which enables the user to change their scheduled holidays. This can be performed with the help of a script which allows the customer to interact Fig: Sequence diagram for customer call flow 290

4 Option to upload adhoc holiday date: According to the requirement, user can add their holidays by entering the code to holiday, open, close, and training timings of a contact center can be given. Depending on the code entered by the user, it plays prompts accordingly like open timings, close timings, training timings of a contact center.[7] Fig: Holiday Sub Flow Fig: Options to upload adhoc holiday date 4. RESULTS AND DISCUSSIONS Customer has the agent teams separated across the Territories/Zones, Their Customers given Unique Codes for higher service anytime they call to the center, they'll be asked to enter the Code; Once Code Captures, the script will check against the XML database and returns the worth. Supported the worth i.e. Territory, the call are distributed to the respective Agents, throughout this process, Agents can also be given details like Code, Territory, category of client Etc. 5. CONCLUSION Fig: Customer Call Flow The ability to add contact center functionality easily into the telephony environment for corporate call centers has been challenging. Holiday management provides user a better functionality of add or update their holidays. Call flows would work based on the holiday dates uploaded on to the system and provide alternate routing to different center or playing any kind of Out Of Office Hours message based on customer s choice 291

5 and disconnect the caller instead of keeping him in queue for longer time which might led to customer dissatisfaction. There is additionally a choice to transfer adhoc occasion dates. This is one of the efficient and cost lessening process where in client can work effectively from where he/she is available. Because of no Manual intervention required this saves the measure of the work used to roll out the changes. On the off chance that future developing contact focuses utilize the specific Holiday Management prepare this makes the usage of Resources and innovation in a Full Fledged structure. 6. REFERENCES [1] -collaboration/unified-contact-centerexpress/index.html [2] tionendpoints/ipcommunicator/index.html [3] Cisco Unified Contact Center Expresshttp:// ice_ip_c omm/cust_contact/contact_center/crs/express_9_ 0/installation/guide/UCCX_BK_G4ABFCE0_00 _getstartuccx/uccx_bk_g4abfce0_00_getstart-uccx_chapter_0101.html [4] omm/connection/8x/administration/guide/8xcucs agx/8xcucsag100.html [5] /does-cucm-105-support-ipcommunicator- 864 [6] UCCX simple holiday scripthttp:// cx-simple-holiday-script/ [7] Ciscotroubleshoot x-script-for-checking-holiday.html 292