Voxtron Communication Center

Report
Voxtron Communication Center
Product Presentation
Voxtron Communication Center Launch
Vienna, 30.09.2010
Content
If you want to go to a specific section, click the corresponding button.
Introduction
1. Architecture
7. Redundancy
2. Installation Center
8. Users
3. Client Software
9. Integrations
4. Core modules
10. Editions
5. Operational modules
11. Requirements
6. Audit Trail and
Installation Monitoring
12. Upgrade paths
Summary
September 2010
Voxtron Communication Center
2
About Voxtron
•
•
•
Voxtron (1994) is an international company, headquartered in
Belgium and having sales offices in Belgium, Germany, Italy,
Portugal, Turkey, Tunisia, UAE and Thailand.
Voxtron delivers state-of-the-art Customer Interaction
Solutions for enterprises.
Voxtron offers a cost-efficient answer to your communication
challenges!
September 2010
Voxtron Communication Center
3
Customer
Interaction
Solutions
Customer
September 2010
Voxtron Communication Center
4
What is Voxtron Communication Center?
•
•
•
•
Voxtron Communication Center is the new Multimedia Customer
Interaction Solution of Voxtron
Thanks to its unique architecture, it addresses the needs for both
the Enterprise market and the market for Small to Medium sized
Businesses (SMB)
Voxtron Communication Center offers a straightforward
administration and configuration and yet is able to answer (very)
complex installation demands
It supports innovative license and pricing models
September 2010
Voxtron Communication Center
5
What is Voxtron Communication Center?
•
Voxtron Communication Center
– is customer interaction software that runs on top of any
(existing) communication environment
– sends contacts (calls, emails, faxes, web chats) to appropriate
persons within the organization
– distinguishes between direct (personal) communication and
routed (to a pool of employees) communication
– assignment strategy is based on Skill-Based Routing (SBR)
– is based on the Universal Queue (UQ) principle
– provides Business Intelligence (BI) information
– CTI function improves employee efficiency
– offers powerful Software Development Kits (SDK) for integration
within the existing IT infrastructure
September 2010
Voxtron Communication Center
6
Direct versus routed communication
•
•
•
Voxtron Communication Center distinguishes between direct and
routed communication
Direct (personal/private) communication:
– Refers to contacts (calls, emails, faxes) that the initiator sends
to a specific person within the organization by
• dialing a DDI (direct dial-in) for making a call or sending a fax
• sending a message to a personal email account
Routed communication:
– Refers to contacts (calls, emails, faxes, web chat) that the
initiator sends to an organization, not knowing (and caring) who
treats the request by
• dialing a general number for making a call or sending a fax
• sending a message to a general email account
• entering a web chat session via the corporate web site
September 2010
Voxtron Communication Center
7
ARCHITECTURE
September 2010
Voxtron Communication Center
8
Voxtron Communication Center
operational modules
•
•
Each module can be installed
multiple times (multiple instances)
Modules can be installed on different
servers
Contact
center
CC
(routing)
Voxtron Communication Center
core modules
•
•
Each module must be installed only
one time (one instance)
Modules can be installed on different
servers
...
...
Dashboar
Dash
d
board
Webcenter
Licensing
IVR
IVR
Datastore
Built on Windows 2008 (R2) and
SQL Server 2008 (R2)
•
•
32 and 64 bit
Virtual environments
September 2010
Voxtron Communication Center
9
Module overview
Core modules
• Datastore
• Webcenter
• Licensing
September 2010
Operational modules
• Contact center (routing)
• CTI
• IVR (calls and faxes)
• Web Chat
• Email routing
• Dashboard
• Reporting
• Recording
Voxtron Communication Center
10
Module basics
•
•
•
•
All modules connecting to the same Datastore make one Voxtron
Communication Center installation
Core modules are installed exactly one time
Operational modules can be installed zero, one or multiple times
(instances)
All modules can be installed on different servers (~scalability)
September 2010
Voxtron Communication Center
11
ARCHITECTURE EXAMPLE A
September 2010
Voxtron Communication Center
12
BU “Sales”
BU “Support”
CTI
IVR
Web chat
Dashboard
CC
CC
Webcenter
Licensing
Datastore
September 2010
Voxtron Communication Center
13
ARCHITECTURE EXAMPLE B
A new business unit is added;
An extra server is made operational
September 2010
Voxtron Communication Center
14
BU “Finance”
BU “Sales”
BU “Support”
CTI
IVR
Web chat
Web chat
Dashboard
CC
CC
CC
Webcenter
Licensing
Datastore
September 2010
Voxtron Communication Center
15
IVR
INSTALLATION CENTER
September 2010
Voxtron Communication Center
16
Installation Center
•
•
•
•
•
Utility to manage different instances of different modules on
different servers
Exceptional ease of use
Installation via the Internet or from a DVD
Automated check for (module) dependencies reduces the number
of potential mistakes
Retrieves and uses the information from the datastore to guide
other module installations
September 2010
Voxtron Communication Center
17
Demonstration 1: installing the core
•
•
•
Deploying from the Internet
The Installation Center
Installation of the Voxtron Communication Center core modules
Webcenter
Licensing
Datastore
September 2010
Voxtron Communication Center
18
Demonstration 2: installing an operational module
BU “Sales”
CC
Webcenter
Licensing
Datastore
September 2010
Voxtron Communication Center
19
Demonstration 3: scalability
BU “Sales”
BU “Finance”
CC
CC
Webcenter
Licensing
Datastore
September 2010
Voxtron Communication Center
20
CLIENT SOFTWARE
September 2010
Voxtron Communication Center
21
One client for the agent and the backoffice worker
•
•
•
•
•
•
•
Only one: “Voxtron Client”
Provides CTI functionality
Provides fax printer driver for outgoing faxes
Adds agent functionality in the contact center
Easy integration with your business applications
Local installation or distribution of MSI via Group Policy Objects
Partial installations possible (e.g. no fax driver)
14 September 2010
Voxtron Communication Center
22
14 September 2010
Voxtron Communication Center
23
Demonstration 4: Client software installation
BU “Sales”
CC
Webcenter
Licensing
Datastore
September 2010
Voxtron Communication Center
24
Auto updates
•
Voxtron client software is updated automatically
– User gets notification of availability of new version
– User can postpone update
– For installations with limited number of Voxtron Clients only
(otherwise use GPO)
September 2010
Voxtron Communication Center
25
CC
CTI
Email
Web Chat
IVR
Reporting
Dashboard
Recording
Webcenter
Datastore
CORE MODULES
September 2010
Voxtron Communication Center
26
Licensing
Datastore
•
Gathers and holds following data:
– Configuration information
– Administration information
– Operational data
• Information that is temporary stored in the database by
certain instances
– Dashboard data
• Real time information that is provided through the Dashboard
data service to the different Dashboard instances
– Statistical data
• Pre-processed historical information that is used in reports
– Audit Trail data
• Information on which settings were changed by whom
– Recordings
14 September 2010
Voxtron Communication Center
27
Datastore
Administration data
Configuration data
Operational data
Dashboard data
Audit Trail data
Recordings
Copy of:
Administration data
Configuration data
Historical data
DB
Warehouse
IVR
Dashboard
Reports
CC
14 September 2010
CTI
Voxtron Communication Center
28
Web Center
•
•
•
Centralised configuration and administration
Adaptive: new modules/instances become available in the website
as they are added to the installation
2 types of users:
– Super administrator
• A System administrator with all rights
• Cannot be deleted
– System administrator
• Defined by the super administrator
• Has access to the Administration and the Configuration of one
or more instances
14 September 2010
Voxtron Communication Center
29
Web Center
•
•
Centralised configuration and administration
Adaptive: new modules/instances become available in the website
as they are added to the installation
User
Instances
Super
Administrator
All


System
Administrator
Assigned
instances


Administrator
Assigned CC
instances


Team Leader
Assigned CC
instances


14 September 2010
Administration
Voxtron Communication Center
30
Configuration
Web Center
14 September 2010
Voxtron Communication Center
31
Demonstration 5: Web Center & User roles
September 2010
Voxtron Communication Center
32
License module
•
•
•
•
Centralized license management
Support for:
– Incremental licenses
– Peak licenses
– Virtual environments
License file backup on the Voxtron ordering site
USB dongle is the key, the license files holds the purchased
modules and interactions
– Trouble-free ordering without activation
– Server hardware independent (e.g. HDD replacement, network
adapter, …)
– Easy to move to another server
– System and network time clock independent
14 September 2010
Voxtron Communication Center
33
License module
License file
License module
administration
Order website
IVR
License file
CC
CTI
14 September 2010
Data
store
License server
Voxtron Communication Center
34
License schemes
•
•
Interaction Log-in Unit (ILU)
– Degressive price scheme
– Double degressive for Interaction Log-in Unit (2nd, 3rd, ...
interaction for same agent is lower in price) promoting
multimedia users
– Supports peak licenses
Routed Multimedia Contacts (RMC)
– Initial investment for basic infrastructure
– Degressive price scheme for Routed Multimedia Contact
(inbound calls, faxes, emails, web chat sessions)
14 September 2010
Voxtron Communication Center
35
CC
CTI
Email
Web Chat
IVR
Reporting
Dashboard
Recording
Webcenter
Datastore
OPERATIONAL MODULES
September 2010
Voxtron Communication Center
36
Licensing
Contact Center (CC) module
•
•
•
•
Voxtron Communication Center’s CC module is based on Skill Based
Routing (SBR)
In a SBR solution, the Administrator assigns skills (e.g. product
knowledge, language,…) to each agent. He indicates to which
extent this user possesses these skills (%)
Upon arrival, each new contact gets skills assigned. Potential ways
for acquiring contact skills:
– Info from the PSTN network:
• Dialed number (can be linked to a specific service)
• Database retrieval of info based on Calling Number
Identification (CNID, also known as CLIP)
– Data gathering via the Self Service application (Interactive Voice
Response – IVR)
SBR searches for the best suitable user to serve a certain contact
with its attached skills
September 2010
Voxtron Communication Center
37
Universal Queue
•
•
•
•
•
Voxtron Communication Center performs SBR based on the
Universal Queue (UQ) principle
This means that all contacts (incoming calls, faxes, emails, web
chat sessions) are sent to this UQ
When an agent becomes available, the system calculates the score
matrix as shown in following slide
The contact with the highest score is transferred to the available
agent
The complex algorithm takes into account skills but also:
– Time: a contact gets more important the longer it is in the UQ
– Agent: contacts can be assigned to an agent when
• this agent had no contacts for a long time
• this agent has the smallest load
• this agent handled a previous contact of the same customer
September 2010
Voxtron Communication Center
38
Universal Queue (UQ)
Queued Contacts
Free Agents
September 2010
Agent
Agent
Agent
Agent
Agent
Agent
Agent
Call
Score
Score
Score
Score
Score
Score
Score
Call
Score
Score
High
Score
Score
Score
Score
Score
Web
chat
Score
Score
Score
Score
Score
Score
Score
Fax
Score
Score
Score
Score
Score
Score
Score
Fax
Score
Score
Score
Score
Score
Score
Score
Email
Score
Score
Score
Score
Score
Score
Score
Voxtron Communication Center
39
IVR module
•
•
•
•
•
Voxtron Communication Center contains a powerful, multilingual
IVR (Interactive Voice Response)
IVR is typically used to identify and segment callers (i.e. assign
skills)
By extension it is also used
– to resolve caller’s queries without transferring to an agent
– to register call back requests from people who don’t want to
continue to wait for a free agent
– to link to customer data
– to send and receive faxes
– to store and retrieve voice messages (voice mail)
– for conferencing
Supports telephone touchtone keypad input and speech recognition
Responds with pre-recorded or dynamically generated (TTS) audio
September 2010
Voxtron Communication Center
40
IVR module
•
•
•
Intelligent Graphical User
Interface (GUI)
Limited set of powerful
building blocks
No programming skills
required
September 2010
Voxtron Communication Center
41
Faxes
•
•
•
•
With Voxtron Communication Center one can
– Receive direct (personal) and routed faxes
– Send private faxes and ‘contact center’ faxes
– Add one of the many (customizable) cover sheets
– Look for archived faxes in the Fax Center
Delivery of faxes to the user can happen in two ways:
– Within the client interface (immediate view)
– As an attachment to an email message
A user can send faxes from any Windows application that supports
the “Print” function
Voxtron Communication Center sends status delivery reports to the
user
September 2010
Voxtron Communication Center
42
Fax cover sheet
•
•
System administrator can define one or more fax cover sheets per
CC instance, using an editing toolbox
Cover sheet consists of following parts:
– Images (e.g. company logo)
– Text fields
– Parameter fields
• Automatic parameters (e.g. date, time, number of pages, ...)
• Custome parameters
– E.g. short description, sender name
– The fax printer wizard will ask a value for each of these
custome parameters
September 2010
Voxtron Communication Center
43
Fax cover sheet
September 2010
Voxtron Communication Center
44
Send fax
September 2010
Voxtron Communication Center
45
Receive fax
September 2010
Voxtron Communication Center
46
Fax Center
September 2010
Voxtron Communication Center
47
Web chat
•
•
•
•
•
Voxtron Communication Center allows users to communicate with
agents in real time using just a web browser
No need for 3rd party IM application
Instant accessability
Free of charge for the user
Components for building it into the company’s web site available in
both ASP.NET and PHP
September 2010
Voxtron Communication Center
48
Web chat – example customer interface
September 2010
Voxtron Communication Center
49
Web chat – agent interface
September 2010
Voxtron Communication Center
50
Demonstration 6: Web Chat
September 2010
Voxtron Communication Center
51
Email module
•
Voxtron Communication Center supports email routing
– Skills and a priority are assigned to an email using
• the email rule wizard (perform actions based on the subject,
“to” field, “from” field, ...)
• advanced PERL scripting
– Email routing has its own settings (e.g. thresholds)
– Email is forwarded to the most appropriate agent
– The agent’s standard email client (e.g. Outlook) is used to
send/receive contact center emails
– Auto detect reply email (wrap-up starts)
– Personal email address masking
– Support for PERL libs allowing to trigger al kind of events upon
arrival of a new mail (e.g. auto-reply message)
September 2010
Voxtron Communication Center
52
Email module
September 2010
Voxtron Communication Center
53
Dashboard module
•
Voxtron Communication Center’s dashboard module consists of:
– Dashboard data service; each instance of this service
• has a single connection to the datastore
• cashes Dashboard data
• provides cashed data to multiple SOAP clients
– Design tool to create iGoogle-like dashboards
• Highly customizable
• Design by using widgets
• Drag & drop
September 2010
Voxtron Communication Center
54
Dashboard module
Dashboard
parameters
Datastore
Dashboard
parameter
cache
SOAP
Dashboard
Data
Service
(SDK)
Voxtron
Communication
Center Dashboard
SOAP
ASP.NET
PHP
Custom
Implementations
September 2010
Voxtron Communication Center
55
Dashboard module
September 2010
Voxtron Communication Center
56
Dashboard module – publishing custom parameters
Dashboard
parameters
Datastore
Dashboard
parameter
cache
SOAP
Dashboard
Dashboard
Data
Service
(SDK)
SOAP
Legacy
app
September 2010
Voxtron Communication Center
57
Demonstration 7: dashboard
September 2010
Voxtron Communication Center
58
Reporting
•
•
•
•
Part of the Web Center
Standard reports are defined for a particular CC instance
Consolidated reports available via “Custom Reports”
Based on the pre-processed data in the Warehouse; therefore
– having no impact on the modules that are using the active data
in the datastore
– less IO, resources and thus time needed to generate
September 2010
Voxtron Communication Center
59
Reporting
•
•
•
•
Accessible by team leaders, administrators and system
administrators
– Skill reports
– Agent reports
– Contact code reports
– General reports
– Login reports
– Custom reports
Time interval for each of these reports can be changed
All reports can be exported to .csv or .html file
Scheduled reporting:
– Send to an email address
– Save to a folder
September 2010
Voxtron Communication Center
60
Reporting
September 2010
Voxtron Communication Center
61
Reporting
September 2010
Voxtron Communication Center
62
Recording module
•
•
•
Recording in Voxtron Communication Center is an independent
module and therefore enables stand-alone, distributed recording
solutions
Recordings are stored in the (central) Datastore
Lookup and retrieval of the recordings is done via the Web Center
September 2010
Voxtron Communication Center
63
Recording module
September 2010
Recording
engine
Recording
board
Recording module
Trunk
HDD
Recording
service
Voxtron Communication Center
Datastore
64
Recording module
•
•
Web Center is the central place to lookup recordings
Search criteria:
– CLIP (or part of it)
– Dialed number (or part of it)
– Recording started after/before a specific date and time
– Duration longer or shorter than a given duration
– (and all combinations of the above criteria)
September 2010
Voxtron Communication Center
65
Recording module – match CC data
•
•
•
•
Recording module used in combination with one or more CC
instances
Voxtron Communication Center tries to match the calls with the
related CC data (skills, contact codes, agent, ...)
This matched data will be shown in the search result page
CC data can be used to filter the results
September 2010
Voxtron Communication Center
66
September 2010
Voxtron Communication Center
67
AUDIT TRAIL &
INSTALLATION MONITORING
September 2010
Voxtron Communication Center
68
Audit Trail
•
•
Voxtron Communication Center’s Audit Trail keeps track of:
– Which settings have changed when in the Web Center
– Who has changed these settings (do not share credentials!)
This data is available in the Datastore and can be retrieved by a
Certified Voxtron Engineer
Administration data
Configuration data
Operational data
Dashboard data
Audit Trail data
Recordings
Datastore
September 2010
Voxtron Communication Center
69
Configuration of logging
•
•
•
In the Web Center, each module has the same page for
configuration of the logging settings
Each module has the same set of base logging types: information,
errors, exceptions, warnings, successful actions
A module can have additional (module related) logging types (e.g.
Email module has SMTP logging)
September 2010
Voxtron Communication Center
70
September 2010
Voxtron Communication Center
71
Compression
•
In order to save valuable disk space:
– Log files stay uncompressed for a configurable number of days
– Log files are compressed saving up to 95% of the original size
– The compression process runs overnight
– Logging files can be deleted automatically after a configurable
number of days
September 2010
Voxtron Communication Center
72
Microsoft Event Viewer
•
A selection of events can be published in the Microsoft Event
Viewer
September 2010
Voxtron Communication Center
73
Syslog
•
•
•
•
Syslog protocol emerged in the Unix & Linux world (~ Microsoft
Event Viewer)
A lightweight protocol that uses UDP packages to send events from
a Syslog client to a Syslog server
Upon receipt, the Syslog server can take different actions:
– Send email, SMS, IM message
– Generate SNMP trap
– Pop-up a message
– Add a record to a database
– ...
Voxtron Communication Center does not include a Syslog server
(products available on the market; e.g. http://www.kiwisyslog.com/)
September 2010
Voxtron Communication Center
74
Syslog used in the Web Center
CC
SC
IVR
SC
CTI
SC
Syslog Server
Datastore
Web Center
September 2010
Voxtron Communication Center
75
Demonstration 8: Syslog
September 2010
Voxtron Communication Center
76
REDUNDANCY
September 2010
Voxtron Communication Center
77
Redundancy
•
•
•
•
Redundancy is not an exact science!
Redundancy is often guided by the customer (in line with his
existing IT infrastucture and knowledge)
When talking about redundancy, we talk about
– High-Availability (HA) Clusters
– Blade systems
– Virtualisation
– Disk arrays
– NAT
– DNS
– ...
A redundancy solution can be based on one or more of these
techniques; and therefore a big variety is possible
September 2010
Voxtron Communication Center
78
Redundancy – HA Cluster
•
•
•
•
•
A cluster is a group of linked computers
Each computer is called a node
Nodes are connected via a ‘private’ LAN
In a HA cluster, only one node is active at the time
On the non-active node, the Voxtron Communication Center
instances get the same ID (identifier) as the instances on the
active node
September 2010
Voxtron Communication Center
79
Redundancy – HA Cluster
HA Cluster
Disk array
SQL server
Cluster LAN
Node 1
SQL server
Node 2
Company LAN
September 2010
Voxtron Communication Center
80
Redundancy – HA Cluster – example
Installing the instances on the cluster nodes
HA Cluster
ID X
WB
ID Y
ID Z
Datastore
WB
ID X
CC
CC
ID Y
LIC
LIC
ID Z
SQL server
Node 1
SQL server
Dongle has to be
moved manually
Node 2
Clients connect to the
cluster’s virtual IP address
September 2010
Voxtron Communication Center
81
Redundancy – HA Cluster – example
Installing the instances on the cluster nodes; alternative 1
HA Cluster
ID X
WB
ID Y
ID Z
Datastore
WB
ID X
CC
CC
ID Y
LIC
LIC
ID Z
SQL server
SQL server
Node 1
Node 2
USB ethernet hub
Clients connect to the
cluster’s virtual IP address
September 2010
Voxtron Communication Center
82
Redundancy – HA Cluster – example
Installing the instances on the cluster nodes; alternative 2
HA Cluster
ID X
WB
ID Y
CC
Datastore
WB
ID X
CC
ID Y
SQL server
SQL server
Node 1
Node 2
LIC
Clients connect to the
cluster’s virtual IP address
September 2010
Voxtron Communication Center
83
Redundancy – Virtualization
•
Examples:
– Microsoft Hyper-V
– VMware
– Blade systems
• A blade system is a set of blade servers gathered in one blade
enclosure
• A blade server is a stripped down server computer
• The blade enclosure provides power, cooling, networking,
interconnect and management
September 2010
Voxtron Communication Center
84
Client partition 1
Client partition 2
Parent
partition
Hardware
Redundancy – Vitualization (example)
Backup
September 2010
Voxtron Communication Center
85
USERS
September 2010
Voxtron Communication Center
86
Users
•
•
The types of users in Voxtron Communication Center:
– Super Administrator
– System Administrator
– Administrator
– Team leader
– Agent
– (Back)Office Worker
All of them can work from home/anywhere, provided that a
suitable phone and data connection is available
September 2010
Voxtron Communication Center
87
Super Administrator
•
•
Voxtron Communication Center’s Super Administrator has access to
all settings
The Super Administrator account cannot be destroyed
User
Instances
Super
Administrator
All
September 2010
Administration
Voxtron Communication Center

Configuration

88
System Administrator
•
•
The System Administrator is a user account that can be defined in
the Web Center by the Super Administrator only
The System Administrators have access to one or more assigned
instances
User
Instances
System
Administrator
Assigned
instances
September 2010
Administration
Voxtron Communication Center

Configuration

89
Administrator
•
The CC Administrator defines and administers:
– Skills
– Groups
– Users
– Pause reasons
– Contact Codes
– General settings
User
Instances
Administrator
Assigned CC
instances
September 2010
Administration
Voxtron Communication Center

Configuration

90
Skills
•
•
•
There is no limit on the number of skills
Administrator can define the relative importance of a skill
(compared to other skills)
Supports mandatory skills:
– A contact can only be routed to an agent having that skill
– Mandatoryness can expire after a certain time
September 2010
Voxtron Communication Center
91
Groups
•
•
Administrative support for installations having a lot of users
Steps involved:
– Define a group
– Assign skills to the group
– An agent inherits the skills of the group he/she belong to
September 2010
Voxtron Communication Center
92
Users
•
The administrator adds a user by running through different
parameter sets:
– Personal settings (name, email address,...)
– Permissions (with respect to monitors, fax center, email
handling, ...)
– Skills (select & assign a knowledge percentage)
– Interactions (free seating, types of interactions, ...)
– Filter display info in activity and agent monitor
– Fax (enable/disable, sender/receiver number, archive (yes/no),
...)
September 2010
Voxtron Communication Center
93
Users
September 2010
Voxtron Communication Center
94
Contact codes
•
•
•
•
Purpose of the contact codes is the qualification of the contact
Defined by the Administrator
Selected and assigned by the agent during the treatment of the
contact
Gain an insight into the type of questions treated by the agents,
thanks to the contact code reports
September 2010
Voxtron Communication Center
95
Pause reasons
•
•
•
The administrator can define an unlimited number of pause reasons
Example pause reasons: lunch, meeting, toilet break
Default pause reason = the pause reason selected in case of:
– User inactivity since x seconds
– User fails to take a contact although marked as available
September 2010
Voxtron Communication Center
96
General settings
•
•
•
•
•
Timers (default wrap-up times, thresholds)
Agent specific (log-off/pause of last agent (y/n), pause wrap-up
(y/n), ...)
Routing strategy (define the mixture between skills-based routing,
time based routing and agent based routing by using slider bars)
Advanced routing strategy (enable multiple simultaneous contacts
per agent)
Mandatory skills (time after which the mandatoryness is obsolete)
September 2010
Voxtron Communication Center
97
General settings
September 2010
Voxtron Communication Center
98
Team leaders
•
Team leaders:
– Have access to the reporting tool (refer above)
– Can assign contacts in the waiting queue to a specific agent
– Receive warning messages if contacts wait too long in the queue
User
Instances
Team Leader
Assigned CC
instances
September 2010
Administration
Voxtron Communication Center

Configuration

99
Users
•
Major functions available for the users:
– Free seating
– Multilingual
– Auto logon when starting Windows
– Selection of type of contacts that he/she will treat
– Work in full screen or minimize to system tray
– Screen pop-ups
– Select pause reason
– Quick dial
– Send faxes from any Windows application
– Show web pages in the Voxtron Client
September 2010
Voxtron Communication Center
100
Log-on
September 2010
Voxtron Communication Center
101
Maximized view agent client
September 2010
Voxtron Communication Center
102
Activity and waiting monitor
•
•
Waiting monitor:
– Provides an overview of all contacts that are waiting in the UQ
– Allows sorting, filtering and grouping based on selectable fields
(contact type, status, waiting time, ...)
Activity monitor: presence
– Provides an overview of all agents and (back)office workers
– Allows sorting, filtering and grouping based on selectable fields
(name, status, extension, duration, ...)
– The Administrator decides which other agents an agent can see
September 2010
Voxtron Communication Center
103
Activity Monitor
September 2010
Voxtron Communication Center
104
INTEGRATIONS
September 2010
Voxtron Communication Center
105
Integrations
•
Voxtron Communication Center has a set of powerful SDKs allowing
you to integrate with almost any business environment:
– IVR plug-ins
– Perl scripting for incoming emails
– client SDK
• COM interface
• Custom toolbar
• HTML
– server SDK
• Custom statistics
• Custom Dashboard
September 2010
Voxtron Communication Center
106
EDITIONS
September 2010
Voxtron Communication Center
107
Voxtron Communication Center Enterprise
•
•
•
This edition of Voxtron Communication Center targets the
Enterprise market
No commercial limitations on number of instances and
number of users / ports
High end integrations (e.g. Microsoft Lync, SAP, ...) will be
implemented on this edition of Voxtron Communication
Center
September 2010
Voxtron Communication Center
108
Voxtron Communication Center Express
•
•
This edition of Voxtron Communication Center targets the
SMB market
Each operational module can be installed only ONCE, except
for the IVR module
September 2010
Voxtron Communication Center
109
REQUIREMENTS
September 2010
Voxtron Communication Center
110
System requirements – Server OS
•
•
Server operating systems:
– Windows 2008 Server Standard 32-bit, English edition
– Windows 2008 Server Standard 32-bit, German edition
– Windows 2008 Server Enterprise 32-bit, English edition
– Windows 2008 Server Enterprise 32-bit, German edition
– Windows 2008 Server R2 Standard 64-bit, English edition
– Windows 2008 Server R2 Standard 64-bit, German edition
– Windows 2008 Server R2 Enterprise 64-bit, English edition
– Windows 2008 Server R2 Enterprise 64-bit, German edition
Cluster setup requires Enterprise edition
September 2010
Voxtron Communication Center
111
System requirements – Client OS
•
•
Client operating systems:
– Windows Vista 32-bit Business or Ultimate edition
– Windows Vista 64-bit Business or Ultimate edition
– Windows 7 32-bit Professional, Enterprise and Ultimate
– Windows 7 64-bit Professional, Enterprise and Ultimate
These operating systems are supported in the same languages
as the languages in which the Voxtron Client is available
September 2010
Voxtron Communication Center
112
System requirements – SQL Server
•
Voxtron Communication Center supports Microsoft SQL Server
2008 R2
VCC Express
•
•
VCC Enterprise
SQL Express
?

SQL Standard


SQL Enterprise


SQL Server Enterprise is needed in case of a cluster
Extra conditions:
– SQL Server must have the same language as the OS (English
/ English or German / German)
– SQL Server must support same processor type as the OS
(32-bit / 32-bit or 64-bit / 64-bit)
September 2010
Voxtron Communication Center
113
System Requirements – SQL server
•
•
•
•
SQL Express is limited in data storage and memory
Each module makes connection with the datastore and therefore
consumes an amount of memory
Microsoft does not publish figures about the memory consumption
(it depends on the connection and traffic)
As a result, Voxtron even cannot guarantee that a Voxtron
Communication Center Express in all of its configurations will work
on a SQL Server Express
September 2010
Voxtron Communication Center
114
UPGRADE PATH
September 2010
Voxtron Communication Center
115
Upgrade path
•
•
•
•
Voxtron Communication Center is because of it’s new architecture a
different product from agenTel
There is no upgrade procedure for customers having agenTel and
wanting to move to Voxtron Communication Center Express
Voxtron will make available a data import tool within 4 months
after release. This data import tool gathers the agenTel
administration and configuration data and loads them into the
Voxtron Communication Center Datastore
Reporting modules in Voxtron Communication Center and agenTel
are not compatible; therefore the data import tool will not include
the statistical data
September 2010
Voxtron Communication Center
116
SUMMARY
September 2010
Voxtron Communication Center
117
Installation Center
accelerates the
time to
deployment
Multi-tenancy
Advanced,
modular
architecture
Scalable
Central
administration
and configuration
RIA
Dashboard
Audit Trail and
installation
monitoring
Multimedia
Flexible licensing
enables targeting
different markets
September 2010
Voxtron Communication Center
118

similar documents